This document provides instructions for integrating Zendesk data into Panoply. This integration uses the Zendesk Analytics API.
The following items will be covered:
Zendesk Data Integration
To integrate Zendesk data into Panoply using default selections, complete the following steps. For more advanced options, complete the following and refer to the subsequent sections for detailed information.
- Click Data Sources in the navigation menu.
- Click the Add Data Source button.
- In the Data Sources – Choose Source Type window, select Zendesk. Zendesk is listed under APIs.
- Enter your Zendesk subdomain.
- Enter the email address associated with the API token.
- Enter your API token, which is available in the Zendesk Admin interface at Admin > Channels > API.
- Select the resources that you want to collect, and then click Next.
- (Optional) To customize the ingestion from your data source, review the advanced options.
- Click Collect. You are given the option to set a schedule for ingesting your Zendesk data.
- Select a schedule preference from the dropdown and click Schedule, or click Skip for now.
The Data Sources – Zendesk window will appear grayed out while the data integration is pending. A small green progress bar appears below Zendesk.
You will be prompted to set up the integration of another data source. You can set up multiple data integrations without impacting the ingestion of the already scheduled or pending data integrations.
From the Data Sources main menu, you can monitor the data ingestion status of the scheduled and pending data integrations. After the data ingestion is complete, you can clean or transform your data in the Tables menu.
Advanced Options
Clicking Show next to Advanced will expand the Data Sources - Zendesk window to include Destination, Exclude, Parse string, and Truncate table.
-
Destination - Default is
zendesk_{__tableName}, where__tableNameis the name of the Zendesk resource. See Data Schema for more details about each resource. -
Primary Key - Default is the
idfield of the Zendesk resource. If noidfield is present, Panoply creates anidto use as the primary key on the destination table. -
Incremental Key - By design, this data source does not include a configurable incremental key. Panoply collects data created or updated in Zendesk since the last ingestion.
Data Schema
All resource tables include __updatetime, __sendtime, and __tablename metadata fields. Many resources contain nested data. Data within objects and arrays is converted to subtables within Panoply.
Tables created out of nested data do not include the __tablename field and are named based on their parent table. So, for example, the Tickets resource becomes the zendesk_tickets table in Panoply. And since the collaborator_ids field in that table is an array, Panoply creates a table called zendesk_tickets_collaborator_ids to hold the array data. That table has an id field, a numeric value field to hold the nested data, along with a zendesk_tickets_id field to tie each record back to a record in the zendesk_tickets parent table.
Because of the volume of nested data, and the fact that you can customize how nested data is handled in your database, this article does not include final table schemas for each possible nested table. The primary key for each base entity table is id, and the following table shows the child table field you can join to the parent table’s id field. Keep in mind that each child table will also include the zendesk_ destination prefix.
| Zendesk Resource | __tablename |
Join To |
|---|---|---|
| Brands | brands | zendesk_brands_logo.zendesk_brands_id zendesk_brands_ticket_form_ids.zendesk_brands_id |
| Groups | groups | none |
| NPS Invitations | invitations | none |
| NPS Recipients | recipients | none |
| NPS Responses | responses | none |
| NPS Surveys | surveys | none |
| Organization Fields | organization_fields | zendesk_organization_fields_custom_field_options.zendesk_organization_fields_id |
| Organization Memberships | organization_memberships | none |
| Organizations | organizations | zendesk_organizations_domain_names.zendesk_organizations_id zendesk_organizations_organization_fields.zendesk_organizations_id zendesk_organizations_tags.zendesk_organizations_id |
| Satisfaction Rating | satisfaction_ratings | none |
| Satisfaction Reasons | reasons | none |
| SLA Policies | sla_policies | zendesk_sla_policies_filter.zendesk_sla_policies_id zendesk_sla_policies_policy_metrics.zendesk_sla_policies_id |
| Suspended Tickets | suspended_tickets | zendesk_suspended_tickets_author.zendesk_suspended_tickets_id zendesk_suspended_tickets_via.zendesk_suspended_tickets_id |
| Ticket Comments | comments | zendesk_ticket_comments_attachments.zendesk_ticket_comments_id zendesk_ticket_comments_via.zendesk_ticket_comments_id zendesk_ticket_comments_metadata.zendesk_ticket_comments_id |
| Ticket Fields | ticket_fields | zendesk_ticket_fields_system_field_options.zendesk_ticket_fields_id zendesk_ticket_fields_custom_field_options.zendesk_ticket_fields_id |
| Ticket Metric Events | ticket_metric_events | zendesk_ticket_metric_events_sla.zendesk_ticket_metric_events_id zendesk_ticket_metric_events_status.zendesk_ticket_metric_events_id |
| Ticket Metrics | ticket_metrics | zendesk_ticket_metrics_first_resolution_time_in_minutes.zendesk_ticket_metrics_id zendesk_ticket_metrics_reply_time_in_minutes.zendesk_ticket_metrics_id zendesk_ticket_metrics_full_resolution_time_in_minutes.zendesk_ticket_metrics_id zendesk_ticket_metrics_agent_wait_time_in_minutes.zendesk_ticket_metrics_id zendesk_ticket_metrics_requester_wait_time_in_minutes.zendesk_ticket_metrics_id |
| Tickets | tickets | zendesk_tickets_collaborator_ids.zendesk_tickets_id zendesk_tickets_collaborators.zendesk_tickets_id zendesk_tickets_custom_fields.zendesk_tickets_id zendesk_tickets_email_cc_ids.zendesk_tickets_id zendesk_tickets_follower_ids.zendesk_tickets_id zendesk_tickets_followup_ids.zendesk_tickets_id zendesk_tickets_macro_ids.zendesk_tickets_id zendesk_tickets_satisfaction_rating.zendesk_tickets_id zendesk_tickets_sharing_agreement_ids.zendesk_tickets_id zendesk_tickets_tags.zendesk_tickets_id zendesk_tickets_via.zendesk_tickets_id |
| User Fields | user_fields | zendesk_user_fields_custom_field_options.zendesk_user_fields_id |
| Users | users | zendesk_users_tags.zendesk_users_id |
Brands
Brands are your customer-facing identities.
This data comes from the /api/v2/brands.json Zendesk API endpoint.
For more information, see the Zendesk API documentation on Brands.
This resource contains nested data. Data within objects and arrays is converted to subtables within Panoply.
| Column | Data Type | Description |
|---|---|---|
| url | Text | The API URL of this brand |
| id | Number | Automatically assigned when the brand is created |
| name | Text | The name of the brand |
| brand_url | Text | The URL of the brand |
| has_help_center | Boolean | If the brand has a Help Center |
| help_center_state | Text | The state of the Help Center: enabled, disabled, or restricted |
| active | Boolean | If the brand is set as active |
| default | Boolean | Is the brand the default brand for this account |
| logo | object | Logo image for this brand |
| ticket_form_ids | array | The IDs of ticket forms that are available for use by a brand |
| created_at | Date | The time the brand was created |
| updated_at | Date | The time of the last update of the brand |
| subdomain | Text | The subdomain of the brand |
| host_mapping | Text | The hostmapping to this brand, if any (only admins view this key) |
| signature_template | Text | The signature template for a brand |
Groups
When support requests arrive in Zendesk Support, they can be assigned to a Group.
This data comes from the /api/v2/groups.json Zendesk API endpoint.
For more information, see the Zendesk API documentation on Groups.
| Column | Data Type | Description |
|---|---|---|
| id | Number | Automatically assigned when creating groups |
| url | Text | The API URL of this group |
| name | Text | The name of the group |
| deleted | Boolean | Deleted groups get marked as such |
| created_at | Date | The time the group was created |
| updated_at | Date | The time of the last update of the group |
NPS Invitations
Lists all NPS survey invitations.
This data comes from the /api/v2/nps/surveys/{id}/invitations.json Zendesk API endpoint.
For more information, see the Zendesk API documentation on NPS Invitations.
| Column | Data Type | Description |
|---|---|---|
| id | Number | Automatically assigned upon creation |
| status | Text | Status of the invitation: scheduled, preparing, delivered, failed, zero_recipients |
| recipients_count | Number | The number of invitation recipients |
| created_at | Date | When the invitation was created |
| updated_at | Date | When the invitation was last updated |
| delivered_at | Date | When the invitation was delivered |
NPS Recipients
Every NPS survey is delivered to one or multiple recipients.
This data comes from the /api/v2/nps/incremental/recipients.json Zendesk API endpoint.
For more information, see the Zendesk API documentation on NPS Incremental Export: Recipients.
| Column | Data Type | Description |
|---|---|---|
| id | Number | Automatically assigned when the recipient is created |
| survey_id | Number | The survey the recipient belongs to |
| delivery_id | Number | The delivery the recipient belongs to |
| user_id | Number | The recipient user |
| created_at | Date | When this recipient was created |
| updated_at | Date | When the recipient was last updated (by responding to the survey) |
| delivered_at | Date | When the survey was delivered to the recipient |
| user_email | Text | The email of the user |
| user_name | Text | The name of the user |
| survey_name | Text | The name of the survey |
NPS Responses
When a recipient responds to an NPS survey, their rating, comment, and last survey date are captured.
This data comes from the /api/v2/nps/incremental/responses.json Zendesk API endpoint.
For more information, see the Zendesk API documentation on NPS Incremental Export: Responses.
| Column | Data Type | Description |
|---|---|---|
| id | Number | Automatically assigned when the response is created |
| survey_id | Number | The survey the response belongs to |
| delivery_id | Number | The delivery the response belongs to |
| recipient_id | Number | The recipient the response belongs to |
| user_id | Number | The user who responded |
| rating | Number | The rating |
| comment | Text | The comment |
| delivered_at | Date | When the delivery the response belongs to was delivered |
| rated_at | Date | When the user submitted the response |
| user_email | Text | The email of the user |
| user_name | Text | The name of the user |
| survey_name | Text | The name of the survey |
NPS Surveys
Lists all surveys.
This data comes from the /api/v2/nps/surveys.json Zendesk API endpoint.
For more information, see the Zendesk API documentation on NPS Surveys.
| Column | Data Type | Description |
|---|---|---|
| id | Number | Automatically assigned when the survey is created |
| name | Text | The name of the survey for your internal use |
| subject | Text | The subject of the survey, such as company name |
| email_subject | Text | The subject text of the email |
| from_email_id | Number | The chosen sender email ID |
| intro_text | Text | The introductory text of the email |
| highlight_color | Text | The color used to highlight certain elements in the survey email and the survey page |
| relationship_id | Number | The ID of relationship value used for the survey question |
| comments_question | Text | The question to request feedback |
| delivery_method | Text | The delivery method of the survey: email or web_widget |
| status | Text | The status of the survey: draft, open, or closed |
| created_at | Date | When the survey was created |
| updated_at | Date | When the survey was updated |
Organization Fields
Zendesk Support allows admins to create custom Organization Fields for display on an Organization page.
This data comes from the /api/v2/organization_fields.json Zendesk API endpoint.
For more information, see the Zendesk API documentation on Organization Fields.
This resource contains nested data. Data within arrays is converted to subtables within Panoply.
| Column | Data Type | Description |
|---|---|---|
| id | Number | Automatically assigned upon creation |
| url | Text | The URL for this resource |
| key | Text | A unique key that identifies this custom field. This is used for updating the field and referencing in placeholders. |
| type | Text | Type of the custom field: checkbox, date, decimal, dropdown, integer, regexp, text, or textarea |
| title | Text | The title of the custom field |
| raw_title | Text | The dynamic content placeholder, if present, or the title value, if not. |
| description | Text | User-defined description of this field’s purpose |
| raw_description | Text | The dynamic content placeholder, if present, or the description value, if not. |
| position | Number | Ordering of the field relative to other fields |
| active | Boolean | If true, this field is available for use |
| system | Boolean | If true, only active and position values of this field can be changed |
| regexp_for_validation | Text | Regular expression field only. The validation pattern for a field value to be deemed valid. |
| created_at | Date | The time the ticket field was created |
| updated_at | Date | The time of the last update of the ticket field |
| tag | Text | Optional for custom field of type checkbox; not presented otherwise. |
| custom_field_options | array | Required and presented for a custom field of type dropdown |
Organization Memberships
A membership links a user to an organization.
This data comes from the /api/v2/organization_memberships.json Zendesk API endpoint.
For more information, see the Zendesk API documentation on Organization Memberships.
| Column | Data Type | Description |
|---|---|---|
| id | Number | Automatically assigned when the membership is created |
| url | Text | The API URL of this membership |
| user_id | Number | The ID of the user for whom this memberships belongs |
| organization_id | Number | The ID of the organization associated with this user, in this membership |
| default | Boolean | Denotes whether this is the default organization membership for the user. If false, returns null |
| created_at | Date | When this record was created |
| updated_at | Date | When this record last got updated |
Organizations
Just as agents can be segmented into groups in Zendesk Support, your customers (end-users) can be segmented into organizations.
This data comes from the /api/v2/incremental/organizations.json Zendesk API endpoint.
For more information, see the Zendesk API documentation on Incremental Organization Export and Organizations
This resource contains nested data. Data within arrays is converted to subtables within Panoply.
| Column | Data Type | Description |
|---|---|---|
| id | Number | Automatically assigned when the organization is created |
| url | Text | The API URL of this organization |
| external_id | Text | A unique external ID to associate organizations to an external record |
| name | Text | A unique name for the organization |
| created_at | Date | The time the organization was created |
| updated_at | Date | The time of the last update of the organization |
| domain_names | array | An array of domain names associated with this organization |
| details | Text | Any details obout the organization, such as the address |
| notes | Text | Any notes you have about the organization |
| group_id | Number | New tickets from users in this organization are automatically put in this group |
| shared_tickets | Boolean | End users in this organization are able to see each other’s tickets |
| shared_comments | Boolean | End users in this organization are able to see each other’s comments on tickets |
| tags | array | The tags of the organization |
| organization_fields | hash | Custom fields for this organization |
Satisfaction Rating
Lists all satisfaction ratings.
This data comes from the /api/v2/satisfaction_ratings.json Zendesk API endpoint.
For more information, see the Zendesk API documentation on Satisfaction Ratings.
| Column | Data Type | Description |
|---|---|---|
| id | Number | Automatically assigned upon creation |
| url | Text | The API URL of this rating |
| assignee_id | Number | The ID of agent assigned to at the time of rating |
| group_id | Number | The ID of group assigned to at the time of rating |
| requester_id | Number | The ID of ticket requester submitting the rating |
| ticket_id | Number | The ID of ticket being rated |
| score | Text | The rating: offered, unoffered, good, or bad |
| created_at | Date | The time the satisfaction rating got created |
| updated_at | Date | The time the satisfaction rating got updated |
| comment | Text | The comment received with this rating, if available |
| reason | Text | The reason for a bad rating given by the requester in a follow-up question. Satisfaction reasons must be enabled |
| reason_code | Number | The default reasons the user can select from a list menu for giving a negative rating. See Reason codes in the Satisfaction Reasons API. Can only be set on ratings with a score of bad. |
Satisfaction Reasons
When satisfaction reasons are enabled in your Zendesk Support account, and a user gives a negative rating to a solved ticket, a follow-up question is presented to the user.
The question includes a list menu of possible reasons for the negative rating.
This resources lists the reasons given for each negative satisfaction rating.
This data comes from the /api/v2/satisfaction_reasons.json Zendesk API endpoint.
For more information, see the Zendesk API documentation on Satisfaction Reasons.
| Column | Data Type | Description |
|---|---|---|
| id | Number | Automatically assigned upon creation |
| url | Text | API URL for the resource |
| reason_code | Number | An account-level code for referencing the reason. Custom reasons are assigned an auto-incrementing integer (non-system reason codes begin at 1000). |
| value | Text | Translated value of the reason in the account locale |
| raw_value | Text | The dynamic content placeholder, if present, or the current value, if not |
| created_at | Date | The time the reason was created |
| updated_at | Date | The time the reason was updated |
| deleted_at | Date | The time the reason was deleted |
SLA Policies
A Service Level Agreement is a documented agreement between a support provider and their customers that specifies performance measures for support.
There can be multiple SLA policies per Zendesk Support account, and they are listed here.
This data comes from the /api/v2/slas/policies Zendesk API endpoint.
For more information, see the Zendesk API documentation on SLA Policies.
This resource contains nested data. Data within arrays is converted to subtables within Panoply.
| Column | Data Type | Description |
|---|---|---|
| id | Number | Automatically assigned when created |
| title | Text | The title of the SLA policy |
| description | Text | The description of the SLA policy |
| position | Number | Position of the SLA policy, determines the order they will be matched. If not specified, SLA Policy is added as the last position |
| filter | Filter | An object that describes the conditions that a ticket must match in order for an SLA policy to be applied to that ticket |
| policy_metrics | array | Array of Policy Metric objects. |
| created_at | Date | The time the SLA policy was created |
| updated_at | Date | The time of the last update of the SLA policy |
Suspended Tickets
When an end-user submits a support request by email, in most cases the email becomes a new ticket or adds a comment to an existing ticket.
In certain cases though, the email is suspended.
Suspending an email means putting it aside for further review.
This data comes from the /api/v2/suspended_tickets.json Zendesk API endpoint.
For more information, see the Zendesk API documentation on Suspended Tickets.
This resource contains nested data. Data within objects is converted to subtables within Panoply.
| Column | Data Type | Description |
|---|---|---|
| id | Number | Automatically assigned |
| url | Text | The API URL of this ticket |
| author | object | The author ID (if available), name and email |
| subject | Text | The value of the subject field for this ticket |
| content | Text | The content that was flagged |
| cause | Text | Why the ticket was suspended |
| message_id | Text | The ID of the email, if available |
| ticket_id | Number | The ticket ID this suspended email is associated with, if available |
| recipient | Text | The original recipient e-mail address of the ticket |
| created_at | Date | When this record was created |
| updated_at | Date | When this record last got updated |
| via | object | This object explains how the ticket was created |
| brand_id | Number | The ID of the brand this ticket is associated with - only applicable for enterprise accounts |
Ticket Comments
Ticket comments represent the conversation between requesters, collaborators, and agents.
This data comes from the /api/v2/tickets/{id}/comments.json Zendesk API endpoint.
For more information, see the Zendesk API documentation on Ticket Comments.
This resource contains nested data. Data within objects and arrays is converted to subtables within Panoply.
| Column | Data Type | Description |
|---|---|---|
| id | Number | Automatically assigned when the comment is created |
| type | Text | Comment or VoiceComment. The JSON object for adding voice comments to tickets is different |
| body | Text | The comment string |
| html_body | Text | The comment formatted as HTML |
| plain_body | Text | The comment as plain text |
| public | Boolean | true if a public comment; false if an internal note. The initial value set on ticket creation persists for any additional comment unless you change it |
| author_id | Number | The ID of the comment author |
| attachments | array | Attachments, if any |
| via | object | This object explains how the comment was created |
| metadata | object | System information (web client, IP address, etc.) and comment flags, if any |
| created_at | Date | The time the comment was created |
Ticket Fields
Zendesk Support allows admins to customize the fields displayed on the ticket form.
This data comes from the /api/v2/ticket_fields.json Zendesk API endpoint.
For more information, see the Zendesk API documentation on Ticket Fields.
This resource contains nested data. Data within arrays is converted to subtables within Panoply.
| Column | Data Type | Description |
|---|---|---|
| id | Number | Automatically assigned upon creation |
| url | Text | The URL for this resource |
| type | Text | The type of the ticket field: checkbox, date, decimal, integer, regexp, tagger, text, or textarea |
| title | Text | The title of the ticket field |
| raw_title | Text | The dynamic content placeholder, if present, or the title value, if not |
| description | Text | The description of the purpose of this ticket field, shown to users |
| raw_description | Text | The dynamic content placeholder, if present, or the description value, if not |
| position | Number | A relative position for the ticket fields that determines the order of ticket fields on a ticket. Note that positions 0 to 7 are reserved for system fields |
| active | Boolean | Whether this field is available |
| required | Boolean | If it’s required for this field to have a value when updated by agents |
| collapsed_for_agents | Boolean | If this field should be shown to agents by default or be hidden alongside infrequently used fields |
| regexp_for_validation | Text | Regular expression field only. The validation pattern for a field value to be deemed valid |
| title_in_portal | Text | The title of the ticket field is mandatory when it’s visible to end users |
| raw_title_in_portal | Text | The dynamic content placeholder, if present, or the title_in_portal value, if not |
| visible_in_portal | Boolean | Whether this field is available to end users |
| editable_in_portal | Boolean | Whether this field is editable by end users |
| required_in_portal | Boolean | If it’s required for this field to have a value when updated by end users |
| tag | Text | A tag value to set for checkbox fields when checked |
| created_at | Date | The time the ticket field was created |
| updated_at | Date | The time of the last update of the ticket field |
| system_field_options | array | Presented for a ticket field of type tickettype, priority or status |
| custom_field_options | array | Required and presented for a ticket field of type tagger |
| sub_type_id | Number | priority and status fields only, inaccessible to all other field types. Defaults to 0. A priority sub type of 1 removes the “Low” and “Urgent” options. A status sub type of 1 adds the “On-Hold” option. |
| removable | Boolean | If this field is not a system basic field that must be present for all tickets on the account |
| agent_description | Text | A description of the ticket field that only agents can see |
Ticket Metric Events
You can use the ticket metric events API to track reply times, agent work times, and requester wait times.
This data comes from the /api/v2/incremental/ticket_metric_events.json Zendesk API endpoint.
For more information, see the Zendesk API documentation on Ticket Metric Events and List Ticket Metric Events.
This resource contains nested data. Data within objects is converted to subtables within Panoply.
| Column | Data Type | Description |
|---|---|---|
| id | Number | Automatically assigned when the record is created |
| ticket_id | Number | ID of the associated ticket |
| metric | Text | One of the following: agent_work_time, pausable_update_time, periodic_update_time, reply_time, requester_wait_time, or resolution_time |
| instance_id | Number | The instance of the metric associated with the event |
| type | Text | One of the following: activate, pause, fulfill, apply_sla, breach, or update_status |
| time | Date | The time the event occurred |
| sla | object | Available if type is apply_sla. The SLA policy and target being enforced on the ticket and metric in question, if any. |
| status | object | Available if type is update_status. Minutes since the metric has been open. |
| deleted | Boolean | Available if type is breach. In general, you can ignore any breach event when deleted is true. |
Ticket Metrics
Lists tickets with their metrics.
This data comes from the /api/v2/ticket_metrics.json Zendesk API endpoint.
For more information, see the Zendesk API documentation on Ticket Metrics.
This resource contains nested data. Data within objects is converted to subtables within Panoply.
| Column | Data Type | Description |
|---|---|---|
| id | Number | Automatically assigned |
| ticket_id | Number | ID of the associated ticket |
| url | Text | The API URL of this ticket metric |
| group_stations | Number | Number of groups this ticket passed through |
| assignee_stations | Number | Number of assignees this ticket had |
| reopens | Number | Total number of times the ticket was reopened |
| replies | Number | Total number of times ticket was replied to |
| assignee_updated_at | Date | When the assignee last updated the ticket |
| requester_updated_at | Date | When the requester last updated the ticket |
| status_updated_at | Date | When the status was last updated |
| initially_assigned_at | Date | When the ticket was initially assigned |
| assigned_at | Date | When the ticket was last assigned |
| solved_at | Date | When the ticket was solved |
| latest_comment_added_at | Date | When the latest comment was added |
| first_resolution_time_in_minutes | object | Number of minutes to the first resolution time inside and out of business hours |
| reply_time_in_minutes | object | Number of minutes to the first reply inside and out of business hours |
| full_resolution_time_in_minutes | object | Number of minutes to the full resolution inside and out of business hours |
| agent_wait_time_in_minutes | object | Number of minutes the agent spent waiting inside and out of business hours |
| requester_wait_time_in_minutes | object | Number of minutes the requester spent waiting inside and out of business hours |
| created_at | Date | When this record was created |
| updated_at | Date | When this record last got updated |
Tickets
Tickets are the means through which your end users (customers) communicate with agents in Zendesk Support.
This data comes from the /api/v2/incremental/tickets.json Zendesk API endpoint.
For more information, see the Zendesk API documentation on Incremental Ticket Export and Tickets.
This resource contains nested data. Data within objects and arrays is converted to subtables within Panoply.
| Column | Data Type | Description |
|---|---|---|
| id | Number | Automatically assigned when the ticket is created |
| url | Text | The API URL of this ticket |
| external_id | Text | An ID you can use to link Zendesk Support tickets to local records |
| type | Text | The type of this ticket. Possible values: problem, incident, question or task |
| subject | Text | The value of the subject field for this ticket |
| raw_subject | Text | The dynamic content placeholder, if present, or the subject value, if not |
| description | Text | The first comment on the ticket |
| priority | Text | The urgency with which the ticket should be addressed. Possible values: urgent, high, normal, low |
| status | Text | The state of the ticket. Possible values: new, open, pending, hold, solved, closed |
| recipient | Text | The original recipient e-mail address of the ticket |
| requester_id | Number | The user who requested this ticket |
| submitter_id | Number | The user who submitted the ticket. The submitter always becomes the author of the first comment on the ticket |
| assignee_id | Number | The agent currently assigned to the ticket |
| organization_id | Number | The organization of the requester. You can only specify the ID of an organization associated with the requester |
| group_id | Number | The group this ticket is assigned to |
| collaborator_ids | array | The IDs of users currently CC’ed on the ticket |
| collaborators | array | POST requests only. Users to add as cc’s when creating a ticket |
| email_cc_ids | array | The IDs of agents or end users currently CC’ed on the ticket |
| follower_ids | array | The IDs of agents currently following the ticket |
| forum_topic_id | Number | The topic this ticket originated from, if any |
| problem_id | Number | For tickets of type incident, the ID of the problem the incident is linked to |
| has_incidents | Boolean | Is true of this ticket has been marked as a problem, false otherwise |
| due_at | Date | If this is a ticket of type task it has a due date. Due date format uses ISO 8601 format. |
| tags | array | The array of tags applied to this ticket |
| via | object | This object explains how the ticket was created |
| custom_fields | array | Custom fields for the ticket |
| satisfaction_rating | object | The satisfaction rating of the ticket, if it exists, or the state of satisfaction, ‘offered’ or ‘unoffered’ |
| sharing_agreement_ids | array | The IDs of the sharing agreements used for this ticket |
| followup_ids | array | The IDs of the followups created from this ticket. IDs are only visible once the ticket is closed |
| via_followup_source_id | Number | POST requests only. The ID of a closed ticket when creating a follow-up ticket |
| macro_ids | array | POST requests only. List of macro IDs to be recorded in the ticket audit |
| ticket_form_id | Number | Enterprise only. The ID of the ticket form to render for the ticket |
| brand_id | Number | Enterprise only. The ID of the brand this ticket is associated with |
| allow_channelback | Boolean | Is false if channelback is disabled, true otherwise. Only applicable for channels framework ticket |
| allow_attachments | Boolean | When an agent responds, are they allowed to add attachments? Defaults to true |
| is_public | Boolean | Is true if any comments are public, false otherwise |
| created_at | Date | When this record was created |
| updated_at | Date | When this record last got updated |
User Fields
Zendesk Support allows admins to customize fields displayed on a User profile page.
This data comes from the /api/v2/user_fields.json Zendesk API endpoint.
For more information, see the Zendesk API documentation on User Fields.
This resource contains nested data. Data within arrays is converted to subtables within Panoply.
| Column | Data Type | Description |
|---|---|---|
| id | Number | Automatically assigned upon creation |
| url | Text | The URL for this resource |
| key | Text | A unique key that identifies this custom field. This is used for updating the field and referencing in placeholders. |
| type | Text | Type of the custom field: checkbox, date, decimal, dropdown, integer, regexp, text, or textarea |
| title | Text | The title of the custom field |
| raw_title | Text | The dynamic content placeholder, if present, or the title value, if not. |
| description | Text | User-defined description of this field’s purpose |
| raw_description | Text | The dynamic content placeholder, if present, or the description value, if not. |
| position | Number | Ordering of the field relative to other fields |
| active | Boolean | If true, this field is available for use |
| system | Boolean | If true, only active and position values of this field can be changed |
| regexp_for_validation | Text | Regular expression field only. The validation pattern for a field value to be deemed valid. |
| created_at | Date | The time the ticket field was created |
| updated_at | Date | The time of the last update of the ticket field |
| tag | Text | Optional for custom field of type checkbox; not presented otherwise. |
| custom_field_options | array | Required and presented for a custom field of type dropdown |
Users
Zendesk Support has three types of users: end-users (your customers), agents, and administrators.
This data comes from the /api/v2/incremental/users.json Zendesk API endpoint.
For more information, see the Zendesk API documentation on Incremental User Export and Users.
This resource contains nested data. Data within objects and arrays is converted to subtables within Panoply.
| Column | Data Type | Description |
|---|---|---|
| id | Number | Automatically assigned when the user is created |
| Text | The user’s primary email address. *Writeable on create only. On update, a secondary email is added. | |
| name | Text | The user’s name |
| active | Boolean | false if the user has been deleted |
| alias | Text | An alias displayed to end users |
| chat_only | Boolean | Whether or not the user is a chat-only agent |
| created_at | Date | The time the user was created |
| custom_role_id | Number | A custom role if the user is an agent on the Enterprise plan |
| role_type | Number | The user’s role ID. 0 for custom agents, 1 for light agent and 2 for chat agent |
| details | Text | Any details you want to store about the user, such as an address |
| external_id | Text | A unique identifier from another system. The API treats the ID as case insensitive. Example: ian1 and Ian1 are the same user |
| last_login_at | Date | The last time the user signed in to Zendesk Support |
| locale | Text | The user’s locale. A BCP-47 compliant tag for the locale. If both locale and locale_id are present on create or update, locale_id is ignored and only locale is used. |
| locale_id | Number | The user’s language identifier |
| moderator | Boolean | Designates whether the user has forum moderation capabilities |
| notes | Text | Any notes you want to store about the user |
| only_private_comments | Boolean | true if the user can only create private comments |
| organization_id | Number | The ID of the user’s organization. If the user has more than one organization memberships, the ID of the user’s default organization |
| default_group_id | Number | The ID of the user’s default group |
| phone | Text | The user’s primary phone number |
| shared_phone_number | Boolean | Whether the phone number is shared or not |
| photo | object | The user’s profile picture represented as an Attachment object |
| restricted_agent | Boolean | If the agent has any restrictions; false for admins and unrestricted agents, true for other agents |
| role | Text | The user’s role. Possible values are end-user, agent, or admin |
| shared | Boolean | If the user is shared from a different Zendesk Support instance |
| shared_agent | Boolean | If the user is a shared agent from a different Zendesk Support instance |
| signature | Text | The user’s signature. Only agents and admins can have signatures |
| suspended | Boolean | If the agent is suspended. Tickets from suspended users are also suspended, and these users cannot sign in to the end user portal |
| tags | array | The user’s tags. Only present if your account has user tagging enabled |
| ticket_restriction | Text | Specifies which tickets the user has access to. Possible values are: organization, groups, assigned, requested, null |
| time_zone | Text | The user’s time zone |
| two_factor_auth_enabled | Boolean | If two factor authentication is enabled |
| updated_at | Date | The time the user was last updated |
| url | Text | The user’s API URL |
| user_fields | object | Values of custom fields in the user’s profile |
| verified | Boolean | The user’s primary identity is verified or not |
| report_csv | Boolean | Whether or not the user can access the CSV report on the Search tab of the Reporting page in the Support admin interface |