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.
active Metric
Indicates whether this field or entity is currently available and in use.
alias Dimension
An alternate name or identifier for a user, often displayed to end-users.
allow_attachments Dimension
Indicates whether agents have permission to add attachments to a comment within a ticket.
allow_channelback Dimension
Indicates if channelback functionality is enabled for a ticket, allowing replies to be sent back to the original channel.
assignee_id Dimension
The ID of the agent currently assigned to the ticket.
brand_id Metric
The ID of the brand associated with the ticket.
chat_only Dimension
A boolean value indicating whether the user is restricted to only interacting via chat channels.
collaborator_ids.{NUM} Dimension
The IDs of users currently copied (CC'ed) on the ticket, indicating who is collaborating on the ticket.
created_at Dimension
Timestamp indicating when the record was created.
created_at_date Dimension
The date when the record was created.
custom_fields.{NUM} Dimension
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.
custom_role_id Dimension
The ID of a custom role assigned to a user.
custom_status_id Metric
The ID of the custom ticket status applied to the ticket.
date Dimension
A field that captures a date value.
default_group_id Dimension
The unique identifier of the user's default group.
description Dimension
A description of the SLA policy or general details about an organization.
details Dimension
Any additional information or details about the organization.
due_at Dimension
The due date for a ticket of type 'task', formatted in ISO 8601.
email Dimension
The email address of the user.
email_cc_ids.{NUM} Dimension
The IDs of agents or end-users who are currently email CC recipients on the ticket.
encoded_id Dimension
An encoded string representing the ticket's unique identifier.
external_id Dimension
A unique identifier from an external system used to link Zendesk records to external records.
follower_ids.{NUM} Dimension
The IDs of agents who are currently following the ticket, indicating their interest in its progress.
followup_ids.{NUM} Dimension
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.
forum_topic_id Dimension
The ID of the forum topic from which a ticket originated, if applicable.
from_messaging_channel Dimension
Indicates if the ticket's 'via' type is a messaging channel.
generated_timestamp Metric
A Unix timestamp representing the most accurate reading of when the record was last updated, including system updates.
group_id Dimension
The ID of the group a ticket is assigned to, or the ID of a group associated with an organization.
has_incidents Dimension
Indicates if a problem-type ticket has one or more incidents linked to it.
iana_time_zone Dimension
The IANA (Internet Assigned Numbers Authority) time zone designation for a user or account.
id Metric
The unique identifier automatically assigned when a record is created.
is_billing_admin Dimension
Indicates whether the user has the role of a billing administrator.
is_public Dimension
Indicates if a comment or thread is visible to the ticket requester (public) or only to agents (private).
last_login_at Dimension
Timestamp indicating when the user last logged into their account.
last_login_at_date Dimension
The date when the user last logged into their account.
locale Dimension
The locale of a user or the language setting for displaying dynamic content variants.
locale_id Dimension
The unique identifier for the language and region (locale) setting for a user or an account.
moderator Dimension
A boolean value indicating whether the user has forum moderation capabilities within Zendesk.
name Dimension
The full name of the user or the unique name of the organization.
notes Dimension
Any additional notes about the user or organization.
only_private_comments Dimension
Indicates whether the user can only create private comments on tickets.
organization_id Dimension
The ID of the organization associated with the requester or ticket.
phone Dimension
The primary phone number of the user.
photo Dimension
An object representing the user's profile picture as an attachment.
photo.content_type Dimension
The MIME type of the user's profile picture.
photo.content_url Dimension
The URL to access the content of the user's profile picture.
photo.deleted Dimension
Indicates if the user's profile picture has been deleted.
photo.file_name Dimension
The file name of the user's profile picture.
photo.height Dimension
The height of the user's profile picture in pixels.
photo.id Dimension
The ID of the user's profile picture attachment.
photo.inline Dimension
Indicates if the user's profile picture is displayed inline.
photo.mapped_content_url Dimension
The mapped URL to access the content of the user's profile picture.
photo.size Dimension
The file size of the user's profile picture in bytes.
photo.thumbnails.{NUM}.content_type Dimension
The MIME type of a specific thumbnail for the user's profile picture.
photo.thumbnails.{NUM}.content_url Dimension
The URL to access the content of a specific thumbnail for the user's profile picture.
photo.thumbnails.{NUM}.deleted Dimension
Indicates if a specific thumbnail for the user's profile picture has been deleted.
photo.thumbnails.{NUM}.file_name Dimension
The file name of a specific thumbnail for the user's profile picture.
photo.thumbnails.{NUM}.height Metric
The height of a specific thumbnail for the user's profile picture in pixels.
photo.thumbnails.{NUM}.id Metric
The ID of a specific thumbnail for the user's profile picture.
photo.thumbnails.{NUM}.inline Dimension
Indicates if a specific thumbnail for the user's profile picture is displayed inline.
photo.thumbnails.{NUM}.mapped_content_url Dimension
The mapped URL to access the content of a specific thumbnail for the user's profile picture.
photo.thumbnails.{NUM}.size Metric
The file size of a specific thumbnail for the user's profile picture in bytes.
photo.thumbnails.{NUM}.url Dimension
The URL of a specific thumbnail for the user's profile picture.
photo.thumbnails.{NUM}.width Metric
The width of a specific thumbnail for the user's profile picture in pixels.
photo.url Dimension
The URL of the user's profile picture.
photo.width Dimension
The width of the user's profile picture in pixels.
priority Metric
The urgency level of the ticket, such as 'urgent', 'high', 'normal', or 'low'.
problem_id Dimension
For 'incident' type tickets, the ID of the linked problem ticket.
raw_subject Dimension
The unprocessed or original subject line of a ticket.
recipient Dimension
The original recipient email address of the ticket; notifications are sent from this address.
requester_id Metric
The ID of the user who requested the ticket.
restricted_agent Dimension
Indicates if the user has a restricted agent role.
result_type Dimension
This field indicates the type of object returned by a search query, such as 'ticket', 'organization', 'user', or 'group'. It helps identify the specific resource found in the search results.
role Dimension
The role of the user, such as 'end-user', 'agent', or 'admin'.
role_type Dimension
An integer representing the type of role assigned to a user (e.g., 0 for custom agent, 4 for admin, 5 for billing admin).
satisfaction_rating.comment Dimension
The comment provided by the user when submitting a satisfaction rating.
satisfaction_rating.id Dimension
The ID of the satisfaction rating.
satisfaction_rating.reason Dimension
The reason provided for a negative satisfaction rating.
satisfaction_rating.reason_id Dimension
The ID of the reason provided for a negative satisfaction rating.
satisfaction_rating.score Dimension
The score of the satisfaction rating, such as 'good', 'bad', 'offered', or 'unoffered'.
shared Dimension
Indicates whether the user account is shared from a different Zendesk Support instance through ticket sharing agreements.
shared_agent Dimension
Indicates whether the user is a shared agent from another Zendesk account.
shared_phone_number Dimension
Indicates whether the user's phone number is shared.
signature Dimension
The agent's signature, often appended to outgoing communications.
status Dimension
The current state category of the ticket, such as 'new', 'open', 'pending', 'hold', 'solved', or 'closed'.
subject Dimension
The subject line of the ticket, often provided by the requester.
submitter_id Dimension
The ID of the user who submitted or created the ticket.
support_type Dimension
This field specifies the type of entity that provided support for a ticket. Possible values are 'agent' for human support or 'ai_agent' for artificial intelligence-driven support.
suspended Dimension
Indicates if a user's account is suspended.
suspension_details Dimension
Provides details about why a ticket or user was suspended, including the cause and any associated error messages.
suspension_details.channels.{NUM} Dimension
Details about the specific communication channels from which a user has been suspended in Zendesk. This indicates if a user is restricted from interacting via channels such as messaging, email, or other supported communication methods.
tags.{NUM} Dimension
An array of string labels or keywords associated with the ticket, used for categorization and management.
ticket_form_id Dimension
The ID of the ticket form rendered for the ticket.
ticket_restriction Dimension
This field defines the access restrictions for a user concerning ticket visibility. It controls which tickets a user, especially an end-user, can view or interact with within Zendesk Support, such as limiting access to only their own tickets, tickets within their organization, or all tickets.
time_zone Dimension
The time zone of the user, as an offset from UTC.
two_factor_auth_enabled Dimension
Indicates whether two-factor authentication (2FA) is enabled for the user's account.
type Dimension
The type of the ticket (e.g., 'problem', 'incident', 'question', 'task'), the type of metric event, or the type of the ticket field.
updated_at Dimension
Timestamp indicating when the record was last updated.
updated_at_date Dimension
The date when the record was last updated.
url Dimension
The API URL for this resource.
via.channel Dimension
The channel through which the ticket or event originated, e.g., 'web', 'email', 'rule', 'suspended_ticket'.
via.source.from.address Dimension
The email address from which the ticket originated.
via.source.from.brand_id Dimension
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.
via.source.from.channel Dimension
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.
via.source.from.facebook_id Dimension
The Facebook ID from which the ticket originated.
via.source.from.formatted_phone Dimension
The formatted phone number from which the ticket originated.
via.source.from.name Dimension
The name associated with the source from which the ticket originated.
via.source.from.phone Dimension
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.
via.source.from.profile_url Dimension
The profile URL associated with the source from which the ticket originated.
via.source.from.service_info.integration_service_instance_name Dimension
The name of the specific instance of an integration service that initiated or contributed to a ticket event or update. This field is part of the 'via' object, which describes the origin of a ticket or event.
via.source.from.service_info.registered_integration_service_external_id Dimension
A unique identifier assigned by an external system to a specific integration service registered within Zendesk. This ID facilitates tracking and correlating data between the external system and the Zendesk Integration Services (ZIS) platform.
via.source.from.service_info.registered_integration_service_name Dimension
The name of the integration service, as registered with Zendesk, that was the source of a ticket event or update. This is part of the 'via' object, providing context on how the event originated.
via.source.from.service_info.supports_channelback Dimension
A boolean indicator that is true if the integration service originating the ticket event or update supports 'channelback,' meaning it can send agent replies from Zendesk back to the original external service or channel.
via.source.from.service_info.supports_clickthrough Dimension
A boolean indicator that is true if the integration service originating the ticket event or update supports 'clickthrough,' allowing agents to click links within Zendesk tickets to view the original external resource in the source system.
via.source.from.subject Dimension
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.
via.source.from.ticket_id Dimension
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.
via.source.from.twitter_id Dimension
The Twitter ID from which the ticket originated.
via.source.from.username Dimension
The username from which the ticket originated.
via.source.rel Dimension
The relationship type of the source, e.g., 'trigger', 'suspended_ticket'.
via.source.to.address Dimension
The email address to which the ticket was sent.
via.source.to.brand_id Dimension
The brand ID associated with the destination of the ticket.
via.source.to.facebook_id Dimension
The Facebook ID to which the ticket was sent.
via.source.to.formatted_phone Dimension
The formatted phone number to which the ticket was sent.
via.source.to.name Dimension
The name associated with the destination of the ticket.
via.source.to.phone Dimension
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.
via.source.to.profile_url Dimension
The profile URL associated with the destination of the ticket.
via.source.to.twitter_id Dimension
The Twitter ID to which the ticket was sent.
via.source.to.username Dimension
The username to which the ticket was sent.