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 total time in minutes an agent spent waiting for a reply or action, calculated only during defined business hours.	metric
agent_wait_time_in_minutes.calendar	agent_wait_time_in_minutes.calendar	The total time in minutes an agent spent waiting for a reply or action, calculated across all calendar hours, including non-business hours.	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 first assigned to an agent or group.	dimension
assigned_at_date	assigned_at_date	The date when the ticket was first assigned.	dimension
assigned_group_id	assigned_group_id	The unique identifier of the group to which the ticket is currently assigned.	dimension
assigned_user_id	assigned_user_id	The unique identifier of the agent (user) to whom the ticket is currently assigned.	dimension
assignee	assignee	Information about the agent or user currently assigned to the ticket, typically including their ID and name.	metric
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 was last changed.	dimension
assignee_updated_at_date	assignee_updated_at_date	The date when the ticket’s assignee was last changed.	dimension
attachments	attachments	A collection of files attached to comments within a ticket, which can include various file types and are stored in Zendesk.	dimension
audit_id	audit_id	The unique identifier for a specific audit record, representing a single update or change to a ticket.	dimension
author_id	author_id	The unique identifier of the user (agent or end-user) who performed the action that generated the audit event or comment.	dimension
body	body	The main content of a comment or message associated with a ticket.	dimension
brand_id	brand_id	The ID of the brand associated with the ticket.	metric
cause	cause		dimension
cause_id	cause_id		dimension
cause_name	cause_name		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
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
current_email_ccs	current_email_ccs	A list of users (identified by ID or email address) currently copied on the ticket, who will receive email notifications about ticket updates.	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	The timestamp when the custom status of the ticket 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
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 for a specific event within a ticket audit or a ticket metric event.	dimension
event_type	event_type	The category or type of event that occurred, such as “Change”, “Comment”, “Activate”, or “Fulfill”.	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 changed during a ticket audit event.	dimension
first_resolution_time_in_minutes.business	first_resolution_time_in_minutes.business	The duration in minutes from when a ticket was created until it was first set to a solved status, calculated only during defined business hours.	metric
first_resolution_time_in_minutes.calendar	first_resolution_time_in_minutes.calendar	The duration in minutes from when a ticket was created until it was first set to a solved status, calculated across all calendar hours, including non-business hours.	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	The formatted sender information (e.g., name and email address) extracted from an incoming or outgoing email related to the ticket.	dimension
formatted_to	formatted_to	The formatted recipient information (e.g., name and email address) extracted from an incoming or outgoing email related to the ticket.	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 duration in minutes from when a ticket was created until its most recent resolution, calculated only during defined business hours.	metric
full_resolution_time_in_minutes.calendar	full_resolution_time_in_minutes.calendar	The total duration in minutes from when a ticket was created until its most recent resolution, calculated across all calendar hours, including non-business hours.	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
html_body	html_body	The content of a comment or message, formatted using HTML, allowing for rich text and links.	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, reflecting the initial assignment.	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 comment, either public or private, 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	A boolean indicator that is true if the macro referenced in an event has been deleted.	dimension
macro_id	macro_id	The unique identifier of the macro that was applied or referenced in a ticket event.	dimension
macro_title	macro_title	The title or name of the macro that was applied or referenced.	dimension
metadata	metadata	Additional system-generated information or contextual data related to an event or comment, such as the web client or IP address.	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 total time in minutes a ticket spent in an “on-hold” status, calculated only during defined business hours.	metric
on_hold_time_in_minutes.calendar	on_hold_time_in_minutes.calendar	The total time in minutes a ticket spent in an “on-hold” status, calculated across all calendar hours, including non-business hours.	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
plain_body	plain_body	The plain text content of a comment or message, with any HTML or rich text formatting removed.	dimension
previous_attribute_values	previous_attribute_values	A collection of previous values for attributes that were modified during a ticket update, as recorded in an audit event.	dimension
previous_email_ccs	previous_email_ccs	A list of users who were previously copied on the ticket via email before a change occurred.	dimension
previous_value	previous_value	The value of a ticket field before it was changed during a ticket 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	A boolean indicator that is true if the comment or update is public (visible to the end-user) and false if it is private (internal only).	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
recipients	recipients	A list of recipients for an outgoing email notification related to a ticket event.	dimension
recovered_at	recovered_at	The timestamp when a suspended or deleted ticket was recovered and returned to an active state.	dimension
recovered_by	recovered_by	The unique identifier of the agent who recovered a suspended or deleted ticket.	metric
reopens	reopens	The total number of times the ticket has been reopened after being marked as solved.	metric
replies	replies	The number of public replies made by an agent on the ticket.	metric
reply_time_in_minutes.business	reply_time_in_minutes.business	The duration in minutes from when a ticket was created until the first public agent reply, calculated only during defined business hours.	metric
reply_time_in_minutes.calendar	reply_time_in_minutes.calendar	The duration in minutes from when a ticket was created until the first public agent reply, calculated across all calendar hours, including non-business hours.	metric
reply_time_in_seconds.calendar	reply_time_in_seconds.calendar	The duration in seconds from when a ticket was created until the first public agent reply, calculated across all calendar hours, specifically for Messaging tickets.	metric
report_csv	report_csv	This field is a boolean that previously determined if a user had access to CSV reports within a legacy Guide dashboard. It is now inert and has no functional effect.	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 requester last made an update to the ticket, such as adding a comment.	dimension
requester_wait_time_in_minutes.business	requester_wait_time_in_minutes.business	The total time in minutes a requester spent waiting for an agent’s response, calculated only during defined business hours.	metric
requester_wait_time_in_minutes.calendar	requester_wait_time_in_minutes.calendar	The total time in minutes a requester spent waiting for an agent’s response, calculated across all calendar hours, including non-business hours.	metric
restricted_agent	restricted_agent	Indicates if the user has a restricted agent role.	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
skills	skills	A list of skills associated with a ticket, agent, or group, used for skill-based routing to match customer requests with appropriately skilled agents.	dimension
solved_at	solved_at	The timestamp when the ticket’s status was set to “solved”.	dimension
solved_at_date	solved_at_date	The date when the ticket’s status was set 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 status of the ticket was last changed.	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
survey_id	survey_id	The unique identifier of the Customer Satisfaction (CSAT) survey associated with the ticket.	dimension
survey_response_id	survey_response_id	The unique identifier of the customer’s response to a CSAT survey.	dimension
survey_type	survey_type	The type or style of the customer satisfaction survey, such as “CSAT” or the presentation format (e.g., emoji, numeric).	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_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 support ticket.	dimension
time_zone	time_zone	The time zone of the user, as an offset from UTC.	dimension
transcription_visible	transcription_visible	A boolean indicator that determines if a call or messaging transcript is visible to end-users (public) or only to agents (internal).	dimension
trusted	trusted	A boolean indicator that is true if the associated user or user identity is considered trusted or verified within the Zendesk system.	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
value	value	The new value of a ticket field after it was changed during a ticket audit event.	metric
via	via	An object that describes the channel and origin of a ticket event or update, indicating how or why the action was created (e.g., via email, web form, or API).	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