Zendesk tickets
Use case
Operations
Apps
Zendesk
Created by
Canvas
Each record represents a Zendesk ticket, enriched with data about it's tags, assignees, requester, submitter, organization and group.
Model columns
| Column | Description |
|---|---|
| ticket_id | Automatically assigned when the ticket is created |
| url | The API url of this ticket |
| assignee_id | The agent currently assigned to the ticket |
| assignee_role | The role of the agent currently assigned to the ticket |
| assignee_email | The email of the agent currently assigned to the ticket |
| assignee_name | The name of the agent currently assigned to the ticket |
| brand_id | Enterprise only. The id of the brand this ticket is associated with |
| created_at | When this record was created |
| ticket_type | The type of this ticket, possible values are problem, incident, question or task |
| subject | The value of the subject field for this ticket |
| description | Read-only first comment on the ticket |
| priority | The urgency with which the ticket should be addressed, possible values are urgent, high, normal and low |
| status | The state of the ticket, possible values are new, open, pending, hold, solved and closed |
| recipient | The original recipient e-mail address of the ticket |
| requester_id | The user who requested this ticket |
| requester_role | The role of the user who requested this ticket |
| requester_email | The email of the user who requested this ticket |
| requester_name | The name of the user who requested this ticket |
| submitter_id | The user who submitted the ticket. The submitter always becomes the author of the first comment on the ticket |
| submitter_role | The role of the user who submitted the ticket. |
| submitter_email | The email of the user who submitted the ticket. |
| submitter_name | The name of the user who submitted the ticket. |
| organization_id | The organization of the requester |
| organization_name | The name of the organization of the requester |
| external_id | The external id of the ticket |
| group_id | The group this ticket is assigned to |
| group_name | The name of the group this ticket is assigned to |
| due_at | If this is a ticket of type "task" it has a due date. Due date format uses ISO 8601 format. |
| ticket_form_id | Enterprise only. The id of the ticket form to render for the ticket |
| is_public | Is true if any comments are public, false otherwise |
| updated_at | When this record last got updated |
| created_channel | The channel the ticket was created from |
| source_from_id | The channel the ticket was created from |
| source_from_title | The channel the ticket was created from |
| source_rel | The rel the ticket was created from |
| source_to_address | The address of the source the ticket was created from |
| source_to_name | The name of the source the ticket was created from |
| ticket_tags | A list of all tags assigned to this ticket |
| problem_id | The reference to the problem if the ticket is listed as a problem |
| is_incident | Boolean indicating whether the ticket is listed as an incident |
| brand_name | The brand name of with the ticket |
| ticket_form_name | The form name of the ticket |
| latest_satisfaction_status | The lastest satisfaction score of a ticket |
| first_satisfaction_status | The first satisfaction score of a ticket |
| latest_satisfaction_score | The lastest satisfaction score of a ticket in numerical value, 1 equals to "good" and 0 equals to "bad" |
| first_satisfaction_score | The first satisfaction score of a ticket in numerical value, 1 equals to "good" and 0 equals to "bad" |
| latest_satisfaction_comment | The lastest satisfaction comment of a ticket |
| latest_satisfaction_reason | The lastest satisfaction reason of a ticket |
| ticket_organization_domain_names | The organization associated with the ticket domain names |
| requester_organization_domain_names | The ticket requesters organization domain names |
| requester_external_id | The ticket requester external id |
| requester_created_at | The date the ticket requester was created |
| requester_updated_at | The date the ticket requester was last updated |
| is_requester_active | Boolean indicating whether the requester is currently active |
| requester_locale | The locale of the ticket requester |
| requester_time_zone | The timezone of the ticket requester |
| requester_last_login_at | The last login of the ticket requester |
| requester_organization_id | The organization id of the ticket requester |
| requester_organization_name | The organization name of the ticket requester |
| requester_organization_tags | The organization tags of the ticket requester |
| requester_organization_external_id | The organization external id of the ticket requester |
| requester_organization_created_at | The date the ticket requesters organization was created |
| requester_organization_updated_at | The date the ticket requesters organization was last updated |
| submitter_external_id | The ticket submitter external id |
| is_agent_submitted | Boolean indicating if the submitter has an agent role |
| is_submitter_active | Boolean indicating if the ticket submitter is active |
| submitter_locale | The locale of the ticket submitter |
| submitter_time_zone | The time zone of the ticket submitter |
| assignee_external_id | The external id of the ticket assignee |
| is_assignee_active | Boolean indicating if the ticket assignee is active |
| assignee_locale | The locale of the ticket assignee |
| assignee_time_zone | The time zone of the ticket assignee |
| assignee_last_login_at | The date the ticket assignee last logged in |
| requester_tag | The tags associated with the ticket requester. |
| submitter_tag | The tags associated with the ticket submitter. |
| assignee_tag | The tags associated with the ticket assignee. |
| is_good_to_bad_satisfaction_score | Boolean indicating if the ticket had a satisfaction score went from good to bad. |
| is_bad_to_good_satisfaction_score | Boolean indicating if the ticket had a satisfaction score went from bad to good. |
| _fivetran_synced | Fivetran sync timestamp |
| count_satisfaction_scores | The total number of satisfaction scores the ticket received. |
| first_assignee_id | Assignee id of the first agent assigned to the ticket |
| first_assignment_to_resolution_calendar_minutes | The time in calendar minutes between the first assignment and resolution of the ticket |
| last_assignee_id | Assignee id of the last agent assigned to the ticket |
| last_assignment_to_resolution_calendar_minutes | The time in calendar minutes between the last assignment and resolution of the ticket |
| first_resolution_calendar_minutes | The number of calendar minutes between the ticket created time and the time the ticket was first set to solved status |
| final_resolution_calendar_minutes | The number of calendar minutes between the ticket created time and the time the ticket was last set to solved status |
| avg_reply_time_calendar_minutes | The average calendar time between all end-user comments and the next public agent response |
| count_public_agent_comments | Count of public agent comments within the ticket |
| count_agent_comments | Count of agent comments within the ticket |
| count_end_user_comments | |
| count_public_comments | Count of end user comments within the ticket |
| count_internal_comments | Count of internal comments within the ticket |
| count_ticket_handoffs | Count of distinct internal users who have touched/commented on the ticket. |
| total_comments | Total count of all comments within the ticket |
| is_one_touch_resolution | A boolean field indicating that the ticket has one public agent response and is in solved status |
| is_two_touch_resolution | Boolean indicating if the ticket was resolved in two public comments |
| agent_wait_time_in_minutes | The combined number of calendar minutes the ticket was in pending status |
| requester_wait_time_in_minutes | The combined number of calendar minutes the ticket was in new, open, or hold status |
| agent_work_time_in_minutes | The combined number of calendar minutes the ticket was in new or open status |
| on_hold_time_in_minutes | The combined number of calendar minutes the ticket was on hold status |
| new_status_duration_minutes | The duration in calendar minutes the ticket was in the new status |
| open_status_duration_minutes | The duration in calendar minutes the ticket was in the open status |
