Zendesk

Zendesk

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.

  1. Click Data Sources in the navigation menu.
  2. Click the Add Data Source button. Add Data Source button
  3. In the Data Sources – Choose Source Type window, select Zendesk. Zendesk is listed under APIs. Zendesk is listed under APIs
  4. Enter your Zendesk subdomain.
  5. Enter the email address associated with the API token.
  6. Enter your API token, which is available in the Zendesk Admin interface at Admin > Channels > API.
  7. Select the resources that you want to collect, and then click Next. List of Zendesk resources
  8. (Optional) To customize the ingestion from your data source, review the advanced options.
  9. Click Collect. You are given the option to set a schedule for ingesting your Zendesk data.
  10. Select a schedule preference from the dropdown and click Schedule, or click Skip for now. Schedule Zendesk or 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 __tableName is the name of the Zendesk resource. See Data Schema for more details about each resource.

  • Primary Key - Default is the id field of the Zendesk resource. If no id field is present, Panoply creates an id to 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.

Advanced options

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
email 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
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