Zendesk: Most-used fields

The table below gives information about most-used fields that you can import from Zendesk. Other fields might also be available in Adverity.

The fields that you can fetch in Adverity are updated regularly to reflect updates to data source APIs.

API name	Adverity UI name	Description	Use in Adverity
chat_id	chat_id	The unique identifier for a chat session in Zendesk Chat. This ID can be associated with ticket comments that originated from a chat interaction.	dimension
collaborator_ids.{NUM}	collaborator_ids.{NUM}	The IDs of users currently copied (CC’ed) on the ticket, indicating who is collaborating on the ticket.	dimension
custom_fields.{NUM}	custom_fields.{NUM}	A custom data point defined by the user in Zendesk, such as a custom ticket field, user field, or organization field. The numerical suffix represents the unique identifier of that specific custom field.	metric
email_cc_ids.{NUM}	email_cc_ids.{NUM}	The IDs of agents or end-users who are currently email CC recipients on the ticket.	dimension
follower_ids.{NUM}	follower_ids.{NUM}	The IDs of agents who are currently following the ticket, indicating their interest in its progress.	dimension
followup_ids.{NUM}	followup_ids.{NUM}	This field contains a list of IDs for tickets that were created as follow-ups from the current ticket. These IDs become visible once the original ticket is closed.	dimension
problem_id	problem_id	The unique identifier of a problem ticket. This field is typically used when a ticket is an ‘incident’ linked to a broader ‘problem’ that affects multiple users or tickets.	dimension
sla	sla	Key information about the Service Level Agreement (SLA) policy and target applied to the ticket, including target times (in minutes) and whether business or calendar hours are used for measurement.	dimension
tags.{NUM}	tags.{NUM}	An array of string labels or keywords associated with the ticket, used for categorization and management.	dimension
ticket_field_id	ticket_field_id	The unique identifier for a specific ticket field in Zendesk Support. This can be a standard system field or a custom field, and it is used to reference and manage the field’s properties or options.	dimension
via.source.from.channel	via.source.from.channel	The communication channel from which the ticket originated, such as email, web, or chat. This is part of the ‘via’ object, which provides context on how an action or event was created.	dimension
via.source.from.phone	via.source.from.phone	The phone number from which an inbound phone call ticket originated. This field is part of the ‘via’ object, which details the channel through which a ticket or event was created.	dimension
via.source.from.subject	via.source.from.subject	The subject line from the external source that initiated a ticket or an event in Zendesk. For example, it could be the subject of an email that created a ticket or the subject of a parent ticket when creating a follow-up.	dimension
via.source.from.ticket_id	via.source.from.ticket_id	The ID of the original ticket if this ticket was created as a follow-up, indicating the parent ticket from which it originated. This is part of the ‘via’ object which provides context on how an action or event was created.	dimension
via.source.to.phone	via.source.to.phone	The phone number to which an outbound phone call ticket was directed. This field is part of the ‘via’ object, detailing the channel through which a ticket or event was created.	dimension