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.	metric
agent_wait_time_in_minutes.business	agent_wait_time_in_minutes.business	The number of minutes an agent spent waiting for action or response, calculated only during business hours.	metric
agent_wait_time_in_minutes.calendar	agent_wait_time_in_minutes.calendar	The total number of minutes an agent spent waiting for action or response, calculated across all calendar hours (24/7).	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	The timestamp when the ticket was initially assigned to an agent or group.	dimension
assigned_at_date	assigned_at_date	The date when the ticket was initially assigned to an agent or group.	dimension
assignee_id	assignee_id	The ID of the agent currently assigned to the ticket.	dimension
assignee_updated_at	assignee_updated_at	The timestamp when the ticket’s assignee (the agent or group responsible for the ticket) was last updated.	dimension
assignee_updated_at_date	assignee_updated_at_date	The date when the ticket’s assignee was last updated.	dimension
brand_id	brand_id	The ID of the brand associated with the ticket.	metric
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
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
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
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
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
external_id	external_id	A unique identifier from an external system used to link Zendesk records to external records.	dimension
first_resolution_time_in_minutes.business	first_resolution_time_in_minutes.business	The number of minutes until the first resolution of the ticket, calculated only during business hours.	metric
first_resolution_time_in_minutes.calendar	first_resolution_time_in_minutes.calendar	The total number of minutes until the first resolution of the ticket, calculated across all calendar hours (24/7).	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
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 number of minutes until the full resolution of the ticket, calculated only during business hours.	metric
full_resolution_time_in_minutes.calendar	full_resolution_time_in_minutes.calendar	The total number of minutes until the full resolution of the ticket, calculated across all calendar hours (24/7).	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
has_incidents	has_incidents	Indicates if a problem-type ticket has one or more incidents linked to it.	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.	metric
initially_assigned_at	initially_assigned_at	The timestamp when the ticket was first assigned to an agent or group.	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	The timestamp when the most recent public or private 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
moderator	moderator	A boolean value indicating whether the user has forum moderation capabilities within Zendesk.	dimension
name	name	The full name of the user or the unique name of the organization.	dimension
notes	notes	Any additional notes about the user or organization.	dimension
on_hold_time_in_minutes.business	on_hold_time_in_minutes.business	The number of minutes the ticket spent in an ‘On-Hold’ status, calculated only during business hours.	metric
on_hold_time_in_minutes.calendar	on_hold_time_in_minutes.calendar	The total number of minutes the ticket spent in an ‘On-Hold’ status, calculated across all calendar hours (24/7).	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
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
priority	priority	The urgency level of the ticket, such as ‘urgent’, ‘high’, ‘normal’, or ‘low’.	metric
problem_id	problem_id	For ‘incident’ type tickets, the ID of the linked problem ticket.	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
reopens	reopens	The total number of times the ticket status was changed from solved or closed back to an open status.	metric
replies	replies	The number of public replies added to the ticket by an agent.	metric
reply_time_in_minutes.business	reply_time_in_minutes.business	The number of minutes from ticket creation until the first public reply by an agent, calculated only during business hours.	metric
reply_time_in_minutes.calendar	reply_time_in_minutes.calendar	The total number of minutes from ticket creation until the first public reply by an agent, calculated across all calendar hours (24/7).	metric
report_csv	report_csv	This field represents the complete dataset collected from Zendesk Support APIs, formatted as a Comma-Separated Values (CSV) report. It aggregates support-ticket workflow data, including information on tickets, users, organizations, ticket metrics, ticket metric events, ticket audits, and satisfaction ratings, enabling comprehensive analysis and integration with other systems.	dimension
requester_id	requester_id	The ID of the user who requested the ticket.	metric
requester_updated_at	requester_updated_at	The timestamp when the ticket requester (the customer) last updated the ticket, for example, by adding a comment.	dimension
requester_wait_time_in_minutes.business	requester_wait_time_in_minutes.business	The number of minutes the requester spent waiting for a response or resolution, calculated only during business hours.	metric
requester_wait_time_in_minutes.calendar	requester_wait_time_in_minutes.calendar	The total number of minutes the requester spent waiting for a response or resolution, calculated across all calendar hours (24/7).	metric
restricted_agent	restricted_agent	Indicates if the user has a restricted agent role.	dimension
result_type	result_type	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.	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.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
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_phone_number	shared_phone_number	Indicates whether the user’s phone number is shared.	dimension
signature	signature	The agent’s signature, often appended to outgoing communications.	dimension
solved_at	solved_at	The timestamp when the ticket status was changed to ‘solved’.	dimension
solved_at_date	solved_at_date	The date when the ticket status was changed to ‘solved’.	dimension
status	status	The current state category of the ticket, such as ‘new’, ‘open’, ‘pending’, ‘hold’, ‘solved’, or ‘closed’.	dimension
status_updated_at	status_updated_at	The timestamp when the ticket’s status 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	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.	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
suspension_details.channels.{NUM}	suspension_details.channels.{NUM}	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.	dimension
tags.{NUM}	tags.{NUM}	An array of string labels or keywords associated with the ticket, used for categorization and management.	dimension
ticket_form_id	ticket_form_id	The ID of the ticket form rendered for the ticket.	dimension
ticket_id	ticket_id	A unique identifier for the ticket.	dimension
ticket_restriction	ticket_restriction	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.	dimension
time_zone	time_zone	The time zone of the user, as an offset from UTC.	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
url	url	The API URL for this resource.	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.service_info.integration_service_instance_name	via.source.from.service_info.integration_service_instance_name	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.	dimension
via.source.from.service_info.registered_integration_service_external_id	via.source.from.service_info.registered_integration_service_external_id	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.	dimension
via.source.from.service_info.registered_integration_service_name	via.source.from.service_info.registered_integration_service_name	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.	dimension
via.source.from.service_info.supports_channelback	via.source.from.service_info.supports_channelback	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.	dimension
via.source.from.service_info.supports_clickthrough	via.source.from.service_info.supports_clickthrough	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.	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