Plan requirement
| Subscription | Suite Professional or higher, Explore Professional or higher |
| Access | Agent |
The dataset is the first choice in any report and the one you cannot switch afterwards. It decides what you are able to ask.
What a dataset is
A prepared body of data about one thing: tickets, messaging conversations, calls, help centre activity. Each comes with its own metrics and attributes.
Why the choice is close to final
A report belongs to its dataset. There is no setting that moves an existing report to another one, so discovering halfway through that the field you need lives elsewhere generally means rebuilding.
One route out exists and it is narrower than it sounds. Save as new makes an editable copy and lets you choose the dataset to copy it into, but it only works if that dataset carries the same metrics and attributes. So it rescues a report aimed at the wrong neighbour, not one that needs genuinely different numbers.
Either way the first question is the same: which dataset holds this?
How to choose
Ask what the thing you are counting is. Counting tickets, use the ticket dataset. Counting conversations, use messaging. Counting article views, use the help centre one.
Where the question mixes two, it is two reports.
The trap: one report, two subjects
"How many tickets came from customers who read an article first" spans two datasets and cannot be one report. That is a real limitation, not a setting you have missed.
Answer it as two reports side by side on a dashboard.
The same word means different things
"Conversations" in the messaging dataset are not tickets, and a ticket can contain several conversations. Numbers from two datasets rarely reconcile, and expecting them to is where confidence in reporting goes.
Look at what a dataset offers first
Before building, open the dataset and read the available metrics and attributes. Five minutes there saves the experience of building most of a report and finding the last piece missing.
Read the timestamp while you are there. A dataset is a copy that syncs on a cycle, not a window onto Support, so what you are about to count is what was true at the last sync rather than what is true now.
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