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
active	active	Indicates whether this field or entity is currently available and in use.	dimension
agent_wait_time_in_minutes.business	agent_wait_time_in_minutes.business	The cumulative time, measured in business hours, that an agent spent waiting for a ticket’s status to change.	metric
agent_wait_time_in_minutes.calendar	agent_wait_time_in_minutes.calendar	The cumulative time, measured in calendar hours, that an agent spent waiting for a ticket’s status to change.	metric
alias	alias	An alternate name or identifier for a user, often displayed to end-users.	dimension
allow_attachments	allow_attachments	Indicates whether agents have permission to add attachments to a comment within a ticket.	dimension
allow_channelback	allow_channelback	Indicates if channelback functionality is enabled for a ticket, allowing replies to be sent back to the original channel.	dimension
assigned_at	assigned_at	Timestamp indicating when the ticket was assigned to an agent or group.	dimension
assigned_at_date	assigned_at_date	The date when the ticket was assigned to an agent or group.	dimension
assigned_group_id	assigned_group_id	The ID of the group to which the ticket was assigned at the time a survey was offered or submitted.	metric
assigned_user_id	assigned_user_id	The ID of the user (agent) to whom the ticket was assigned at the time a survey was offered or submitted.	metric
assignee	assignee	The user or agent assigned to a ticket. A ticket can only have one assignee at a time.	dimension
assignee_id	assignee_id	The ID of the agent currently assigned to the ticket.	dimension
assignee_stations	assignee_stations	The total number of different agents a ticket has been assigned to throughout its lifecycle.	metric
assignee_updated_at	assignee_updated_at	Timestamp indicating when the assignee last updated the ticket.	dimension
assignee_updated_at_date	assignee_updated_at_date	The date when the assignee last updated the ticket.	dimension
attachment_id	attachment_id	The ID of an attachment, for example, in the context of an attachment redaction event.	metric
attachments	attachments	An array of attachment objects associated with a comment or event.	dimension
attribute_values	attribute_values	An array representing the skills assigned to a ticket, where each entry includes an ID, name, and attribute ID for the skill type.	dimension
audit_id	audit_id	The unique identifier automatically assigned when an audit record is created.	metric
author_id	author_id	The ID of the user who authored the comment or created the audit.	metric
body	body	The main content or message of a comment, notification, or tweet.	dimension
brand_id	brand_id	The ID of the brand associated with the ticket.	metric
cause	cause	The underlying reason or event that triggered a change or audit record, such as a ticket suspension reason.	dimension
cause_id	cause_id	A unique integer identifier associated with the cause of a suspended ticket.	dimension
cause_name	cause_name	The human-readable name or label describing the cause of a suspended ticket (e.g., ‘spam’, ‘unverified’).	dimension
chat_id	chat_id	The unique identifier for a chat conversation.	dimension
chat_only	chat_only	A boolean value indicating whether the user is restricted to only interacting via chat channels.	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
comment	comment	The content of a public or private message added to a ticket. When creating a ticket, this sets the ticket description.	dimension
comment_id	comment_id	The unique identifier of a comment within a ticket.	metric
created_at	created_at	Timestamp indicating when the record was created.	dimension
created_at_date	created_at_date	The date when the record was created.	dimension
created_at_time	created_at_time	The time when the record was created.	dimension
current_email_ccs	current_email_ccs	An array of email addresses of users currently CC’ed 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.	dimension
custom_role_id	custom_role_id	The ID of a custom role assigned to a user.	dimension
custom_status_id	custom_status_id	The ID of the custom ticket status applied to the ticket.	metric
custom_status_updated_at	custom_status_updated_at	Timestamp indicating when the ticket’s custom status was last updated.	dimension
date	date	A field that captures a date value.	dimension
default_group_id	default_group_id	The unique identifier of the user’s default group.	dimension
deleted	deleted	Indicates whether an event or record has been marked as deleted.	dimension
description	description	A description of the SLA policy or general details about an organization.	dimension
details	details	Any additional information or details about the organization.	dimension
due_at	due_at	The due date for a ticket of type ‘task’, formatted in ISO 8601.	dimension
email	email	The email address of the user.	dimension
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
encoded_id	encoded_id	An encoded string representing the ticket’s unique identifier.	dimension
event_id	event_id	The unique identifier automatically assigned when an event is created.	dimension
event_type	event_type	The specific type of event that occurred, e.g., ‘Change’, ‘Comment’, ‘Notification’.	dimension
external_id	external_id	A unique identifier from an external system used to link Zendesk records to external records.	dimension
field_name	field_name	The name of the ticket field that was affected by a ‘Create’ or ‘Change’ event in an audit.	dimension
first_resolution_time_in_minutes.business	first_resolution_time_in_minutes.business	The time in minutes, measured in business hours, from when the ticket was created to its first resolution.	metric
first_resolution_time_in_minutes.calendar	first_resolution_time_in_minutes.calendar	The time in minutes, measured in calendar hours, from when the ticket was created to its first resolution.	metric
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
formatted_from	formatted_from	A formatted version of the phone number from which a voice call originated.	dimension
formatted_to	formatted_to	A formatted version of the phone number to which a voice call was directed.	dimension
forum_topic_id	forum_topic_id	The ID of the forum topic from which a ticket originated, if applicable.	dimension
from_messaging_channel	from_messaging_channel	Indicates if the ticket’s ‘via’ type is a messaging channel.	dimension
full_resolution_time_in_minutes.business	full_resolution_time_in_minutes.business	The total time in minutes, measured in business hours, until the ticket was fully resolved.	metric
full_resolution_time_in_minutes.calendar	full_resolution_time_in_minutes.calendar	The total time in minutes, measured in calendar hours, until the ticket was fully resolved.	metric
generated_timestamp	generated_timestamp	A Unix timestamp representing the most accurate reading of when the record was last updated, including system updates.	metric
group_id	group_id	The ID of the group a ticket is assigned to, or the ID of a group associated with an organization.	dimension
group_stations	group_stations	The number of different groups a ticket has been routed through.	dimension
has_incidents	has_incidents	Indicates if a problem-type ticket has one or more incidents linked to it.	dimension
html_body	html_body	The HTML formatted content of a comment or message body.	dimension
iana_time_zone	iana_time_zone	The IANA (Internet Assigned Numbers Authority) time zone designation for a user or account.	dimension
id	id	The unique identifier automatically assigned when a record is created.	dimension
initially_assigned_at	initially_assigned_at	Timestamp indicating when the ticket was first assigned to an agent or group.	dimension
instance_id	instance_id	The specific instance of a metric associated with an event, used to track metrics that can occur multiple times per ticket.	dimension
is_billing_admin	is_billing_admin	Indicates whether the user has the role of a billing administrator.	dimension
is_public	is_public	Indicates if a comment or thread is visible to the ticket requester (public) or only to agents (private).	dimension
last_login_at	last_login_at	Timestamp indicating when the user last logged into their account.	dimension
last_login_at_date	last_login_at_date	The date when the user last logged into their account.	dimension
latest_comment_added_at	latest_comment_added_at	Timestamp indicating when the most recent comment was added to the ticket.	dimension
locale	locale	The locale of a user or the language setting for displaying dynamic content variants.	dimension
locale_id	locale_id	The unique identifier for the language and region (locale) setting for a user or an account.	dimension
macro_deleted	macro_deleted	Indicates whether the macro referred to in a macro reference event has been deleted.	dimension
macro_id	macro_id	The ID of the macro applied to a ticket or referenced in an event.	metric
macro_title	macro_title	The title of the macro applied to a ticket or referenced in an event.	dimension
metric	metric	The specific SLA metric being tracked, such as ‘first_reply_time’ or ‘requester_wait_time’.	dimension
moderator	moderator		dimension
name	name	The full name of the user or the unique name of the organization.	dimension
new_schedule_id	new_schedule_id	The unique identifier of the new schedule or SLA policy applied to a ticket metric event.	metric
notes	notes	Any additional notes about the user or organization.	dimension
on_hold_time_in_minutes.business	on_hold_time_in_minutes.business	The cumulative time in minutes, measured in business hours, that a ticket remained in the ‘on-hold’ status.	metric
on_hold_time_in_minutes.calendar	on_hold_time_in_minutes.calendar	The cumulative time in minutes, measured in calendar hours, that a ticket remained in the ‘on-hold’ status.	metric
only_private_comments	only_private_comments	Indicates whether the user can only create private comments on tickets.	dimension
organization_id	organization_id	The ID of the organization associated with the requester or ticket.	dimension
payload	payload	A generic container for detailed data related to an event, such as the specifics of a change in an audit record or data sent via a webhook.	dimension
phone	phone	The primary phone number of the user.	dimension
photo	photo	An object representing the user’s profile picture as an attachment.	dimension
photo.content_type	photo.content_type	The MIME type of the user’s profile picture.	dimension
photo.content_url	photo.content_url	The URL to access the content of the user’s profile picture.	dimension
photo.deleted	photo.deleted	Indicates if the user’s profile picture has been deleted.	dimension
photo.file_name	photo.file_name	The file name of the user’s profile picture.	dimension
photo.height	photo.height	The height of the user’s profile picture in pixels.	dimension
photo.id	photo.id	The ID of the user’s profile picture attachment.	dimension
photo.inline	photo.inline	Indicates if the user’s profile picture is displayed inline.	dimension
photo.mapped_content_url	photo.mapped_content_url	The mapped URL to access the content of the user’s profile picture.	dimension
photo.size	photo.size	The file size of the user’s profile picture in bytes.	dimension
photo.thumbnails.{NUM}.content_type	photo.thumbnails.{NUM}.content_type	The MIME type of a specific thumbnail for the user’s profile picture.	dimension
photo.thumbnails.{NUM}.content_url	photo.thumbnails.{NUM}.content_url	The URL to access the content of a specific thumbnail for the user’s profile picture.	dimension
photo.thumbnails.{NUM}.deleted	photo.thumbnails.{NUM}.deleted	Indicates if a specific thumbnail for the user’s profile picture has been deleted.	dimension
photo.thumbnails.{NUM}.file_name	photo.thumbnails.{NUM}.file_name	The file name of a specific thumbnail for the user’s profile picture.	dimension
photo.thumbnails.{NUM}.height	photo.thumbnails.{NUM}.height	The height of a specific thumbnail for the user’s profile picture in pixels.	metric
photo.thumbnails.{NUM}.id	photo.thumbnails.{NUM}.id	The ID of a specific thumbnail for the user’s profile picture.	metric
photo.thumbnails.{NUM}.inline	photo.thumbnails.{NUM}.inline	Indicates if a specific thumbnail for the user’s profile picture is displayed inline.	dimension
photo.thumbnails.{NUM}.mapped_content_url	photo.thumbnails.{NUM}.mapped_content_url	The mapped URL to access the content of a specific thumbnail for the user’s profile picture.	dimension
photo.thumbnails.{NUM}.size	photo.thumbnails.{NUM}.size	The file size of a specific thumbnail for the user’s profile picture in bytes.	metric
photo.thumbnails.{NUM}.url	photo.thumbnails.{NUM}.url	The URL of a specific thumbnail for the user’s profile picture.	dimension
photo.thumbnails.{NUM}.width	photo.thumbnails.{NUM}.width	The width of a specific thumbnail for the user’s profile picture in pixels.	metric
photo.url	photo.url	The URL of the user’s profile picture.	dimension
photo.width	photo.width	The width of the user’s profile picture in pixels.	dimension
plain_body	plain_body	The plain text content of a ticket comment, with minimal formatting.	dimension
previous_attribute_values	previous_attribute_values	The values of attributes before they were changed, typically recorded as part of an audit event.	dimension
previous_email_ccs	previous_email_ccs	An array of email addresses of users who were previously CC’ed on the ticket before a change event.	dimension
previous_schedule_id	previous_schedule_id	The unique identifier of the previous schedule or SLA policy that was applied to a ticket metric event before a change.	dimension
previous_value	previous_value	The value of a field before it was changed in an audit event.	dimension
priority	priority	The urgency level of the ticket, such as ‘urgent’, ‘high’, ‘normal’, or ‘low’.	dimension
problem_id	problem_id	For ‘incident’ type tickets, the ID of the linked problem ticket.	dimension
public	public	Indicates if a comment is visible to the requester (true) or only to agents (false).	dimension
raw_subject	raw_subject	The unprocessed or original subject line of a ticket.	dimension
recipient	recipient	The original recipient email address of the ticket; notifications are sent from this address.	dimension
recipient_ids	recipient_ids	A list of unique identifiers for recipients of a notification or email related to a ticket.	dimension
recipients	recipients	An array of objects containing the IDs and names of the recipients of a notification or message.	dimension
recovered_at	recovered_at	The timestamp indicating when a suspended ticket was recovered and brought back into the regular ticket workflow.	dimension
recovered_by	recovered_by	The ID of the agent or user who recovered a suspended ticket.	metric
reopens	reopens	The total number of times the ticket has been reopened after being solved.	metric
replies	replies	The number of public replies added to a ticket by an agent.	metric
reply_time_in_minutes.business	reply_time_in_minutes.business	The time in minutes, measured in business hours, until the first reply to the ticket.	metric
reply_time_in_minutes.calendar	reply_time_in_minutes.calendar	The time in minutes, measured in calendar hours, until the first reply to the ticket.	metric
reply_time_in_seconds.calendar	reply_time_in_seconds.calendar	The time in seconds until the first public reply by an agent, calculated using calendar hours. This metric is primarily available for Messaging tickets.	dimension
requester_id	requester_id	The ID of the user who requested the ticket.	metric
requester_updated_at	requester_updated_at	Timestamp indicating when the requester last updated the ticket.	dimension
requester_wait_time_in_minutes.business	requester_wait_time_in_minutes.business	The cumulative time in minutes, measured in business hours, that the requester spent waiting for a response.	metric
requester_wait_time_in_minutes.calendar	requester_wait_time_in_minutes.calendar	The cumulative time in minutes, measured in calendar hours, that the requester spent waiting for a response.	metric
restricted_agent	restricted_agent	Indicates if the user has a restricted agent role.	dimension
result_type	result_type	The type of resource returned by a search query (e.g., ‘ticket’, ‘user’, ‘organization’, ‘group’, or ‘article’).	dimension
role	role	The role of the user, such as ‘end-user’, ‘agent’, or ‘admin’.	dimension
role_type	role_type	An integer representing the type of role assigned to a user (e.g., 0 for custom agent, 4 for admin, 5 for billing admin).	dimension
satisfaction_rating	satisfaction_rating	An object containing details about the satisfaction rating of the ticket, including score, comment, and ID.	dimension
satisfaction_rating.comment	satisfaction_rating.comment	The comment provided by the user when submitting a satisfaction rating.	dimension
satisfaction_rating.id	satisfaction_rating.id	The ID of the satisfaction rating.	dimension
satisfaction_rating.reason	satisfaction_rating.reason	The reason provided for a negative satisfaction rating.	dimension
satisfaction_rating.reason_id	satisfaction_rating.reason_id	The ID of the reason provided for a negative satisfaction rating.	dimension
satisfaction_rating.score	satisfaction_rating.score	The score of the satisfaction rating, such as ‘good’, ‘bad’, ‘offered’, or ‘unoffered’.	dimension
score	score	The score of a satisfaction rating.	dimension
shared	shared	Indicates whether the user account is shared from a different Zendesk Support instance through ticket sharing agreements.	dimension
shared_agent	shared_agent	Indicates whether the user is a shared agent from another Zendesk account.	dimension
shared_comments	shared_comments	Indicates whether end-users in an organization can see each other’s comments on tickets.	dimension
shared_phone_number	shared_phone_number	Indicates whether the user’s phone number is shared.	dimension
shared_tickets	shared_tickets	Indicates whether end-users in an organization can see each other’s tickets.	dimension
sharing_agreement_ids.{NUM}	sharing_agreement_ids.{NUM}	The ID of a specific sharing agreement associated with the ticket.	dimension
signature	signature	The agent’s signature, often appended to outgoing communications.	dimension
skills	skills	An array of skills used to route a ticket to an agent, including skill ID, name, attribute ID, and agent skill priority.	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
sla.business_hours	sla.business_hours	Indicates whether the SLA metric target is measured in business hours (true) or calendar hours (false).	dimension
sla.policy.description	sla.policy.description	The description of the SLA policy applied to the ticket and metric.	dimension
sla.policy.id	sla.policy.id	The ID of the SLA policy applied to the ticket and metric.	metric
sla.policy.title	sla.policy.title	The title of the SLA policy applied to the ticket and metric.	dimension
sla.target	sla.target	The total time in minutes within which the end-state for an SLA metric should be met.	metric
sla.target_in_seconds	sla.target_in_seconds	The total time in seconds within which the end-state for an SLA metric should be met.	metric
solved_at	solved_at	Timestamp indicating when the ticket was marked as solved.	dimension
solved_at_date	solved_at_date	The date when the ticket was marked as solved.	dimension
status	status	The current state category of the ticket, such as ‘new’, ‘open’, ‘pending’, ‘hold’, ‘solved’, or ‘closed’.	dimension
status.business	status.business	The number of minutes a metric has been open, measured in business hours.	metric
status.calendar	status.calendar	The number of minutes a metric has been open, measured in calendar hours.	metric
status_updated_at	status_updated_at	Timestamp indicating when the status of the ticket was last updated.	dimension
subject	subject	The subject line of the ticket, often provided by the requester.	dimension
submitter_id	submitter_id	The ID of the user who submitted or created the ticket.	dimension
support_type	support_type	The type of support interaction associated with a ticket, such as ‘all’, ‘agent’ for agent-handled tickets or ‘ai_agent’ for AI-assisted tickets.	dimension
survey_id	survey_id	A unique identifier for the survey that was offered.	dimension
survey_response_id	survey_response_id	A unique identifier for the survey response that was submitted.	dimension
survey_type	survey_type	The type of survey that was offered, such as ‘CustomerSatisfaction’.	dimension
suspended	suspended	Indicates if a user’s account is suspended.	dimension
suspension_details	suspension_details	Provides details about why a ticket or user was suspended, including the cause and any associated error messages.	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
ticket_form_id	ticket_form_id	The ID of the ticket form rendered for the ticket.	dimension
ticket_id	ticket_id	The unique identifier of the associated ticket.	dimension
ticket_restriction	ticket_restriction	Specifies the scope of tickets a user has access to, such as all tickets within their organization or only those assigned to them.	dimension
time_date	time_date		dimension
time_zone	time_zone	The time zone of the user, as an offset from UTC.	dimension
transcription_visible	transcription_visible	Indicates whether the transcription of a voice comment is visible on the ticket.	dimension
trusted	trusted	Indicates if a comment or user is considered trusted or potentially fraudulent.	dimension
two_factor_auth_enabled	two_factor_auth_enabled	Indicates whether two-factor authentication (2FA) is enabled for the user’s account.	dimension
type	type	The type of the ticket (e.g., ‘problem’, ‘incident’, ‘question’, ‘task’), the type of metric event, or the type of the ticket field.	dimension
updated_at	updated_at	Timestamp indicating when the record was last updated.	dimension
updated_at_date	updated_at_date	The date when the record was last updated.	dimension
updated_at_time	updated_at_time	The time when the record was last updated.	dimension
url	url	The API URL for this resource.	dimension
value	value	The current value of a field in an audit event, or a data value in a push event.	dimension
via	via	An object describing how the ticket or event was created or originated.	dimension
via.channel	via.channel	The channel through which the ticket or event originated, e.g., ‘web’, ‘email’, ‘rule’, ‘suspended_ticket’.	dimension
via.source.from.address	via.source.from.address	The email address from which the ticket originated.	dimension
via.source.from.brand_id	via.source.from.brand_id	The unique identifier of the brand from which the ticket originated. Zendesk allows multiple brands within a single account, and this field specifies the brand associated with the ticket’s creation source.	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.facebook_id	via.source.from.facebook_id	The Facebook ID from which the ticket originated.	dimension
via.source.from.formatted_phone	via.source.from.formatted_phone	The formatted phone number from which the ticket originated.	dimension
via.source.from.name	via.source.from.name	The name associated with the source from which the ticket originated.	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.profile_url	via.source.from.profile_url	The profile URL associated with the source from which the ticket originated.	dimension
via.source.from.subject	via.source.from.subject	The subject or title of the ticket as it was provided by the original source or channel during the ticket’s creation. This provides context about the initial inquiry before any potential modifications.	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.from.twitter_id	via.source.from.twitter_id	The Twitter ID from which the ticket originated.	dimension
via.source.from.username	via.source.from.username	The username from which the ticket originated.	dimension
via.source.rel	via.source.rel	The relationship type of the source, e.g., ‘trigger’, ‘suspended_ticket’.	dimension
via.source.to.address	via.source.to.address	The email address to which the ticket was sent.	dimension
via.source.to.brand_id	via.source.to.brand_id	The brand ID associated with the destination of the ticket.	dimension
via.source.to.facebook_id	via.source.to.facebook_id	The Facebook ID to which the ticket was sent.	dimension
via.source.to.formatted_phone	via.source.to.formatted_phone	The formatted phone number to which the ticket was sent.	dimension
via.source.to.name	via.source.to.name	The name associated with the destination of the ticket.	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
via.source.to.profile_url	via.source.to.profile_url	The profile URL associated with the destination of the ticket.	dimension
via.source.to.twitter_id	via.source.to.twitter_id	The Twitter ID to which the ticket was sent.	dimension
via.source.to.username	via.source.to.username	The username to which the ticket was sent.	dimension