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
• Advanced Options
• Data Schema

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.
3. In the Data Sources – Choose Source Type window, select Zendesk. 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.
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.

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.

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	<!–

Zendesk Resource	__tablename
Brands	brands
Groups	groups
NPS Invitations	invitations
NPS Recipients	recipients
NPS Responses	responses
NPS Surveys	surveys
Organization Fields	organization_fields
Organization Memberships	organization_memberships
Organizations	organizations
Satisfaction Rating	satisfaction_ratings
Satisfaction Reasons	reasons
SLA Policies	sla_policies
Suspended Tickets	suspended_tickets
Ticket Comments	comments
Ticket Fields	ticket_fields
Ticket Metric Events	ticket_metric_events
Ticket Metrics	ticket_metrics
Tickets	tickets
User Fields	user_fields
Users	users

–>

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