Zendesk: Ticket Metrics

Description

• Each record represents a Zendesk ticket, enriched with metrics about reply times, resolution times and work times. Calendar and business hours are supported

Supported Data Sources

• Zendesk Support

Columns

Type	Name	Description
INTEGER	ticket_id	Automatically assigned when the ticket is created
DATETIME	_fivetran_synced
INTEGER	assignee_id	The agent currently assigned to the ticket
INTEGER	brand_id	Enterprise only. The id of the brand this ticket is associated with
DATETIME	created_at	When this record was created
DATETIME	updated_at	When this record last got updated
STRING	description	Read-only first comment on the ticket
DATETIME	due_at	If this is a ticket of type "task" it has a due date. Due date format uses ISO 8601 format.
INTEGER	group_id	The group this ticket is assigned to
STRING	external_id	The external id of the ticket
BOOLEAN	is_public	Is true if any comments are public, false otherwise
INTEGER	organization_id	The organization of the requester
STRING	priority	The urgency with which the ticket should be addressed, possible values are urgent, high, normal and low
STRING	recipient	The original recipient e-mail address of the ticket
INTEGER	requester_id	The user who requested this ticket
STRING	status	The state of the ticket, possible values are new, open, pending, hold, solved and closed
STRING	subject	The value of the subject field for this ticket
INTEGER	problem_id	The reference to the problem if the ticket is listed as a problem
INTEGER	submitter_id	The user who submitted the ticket. The submitter always becomes the author of the first comment on the ticket
INTEGER	ticket_form_id	Enterprise only. The id of the ticket form to render for the ticket
STRING	type	The type of this ticket, possible values are problem, incident, question or task
STRING	url	The API url of this ticket
STRING	created_channel	The channel the ticket was created from
INTEGER	source_from_id	The channel the ticket was created from
STRING	source_from_title	The channel the ticket was created from
STRING	source_rel	The rel the ticket was created from
STRING	source_to_address	The address of the source the ticket was created from
STRING	source_to_name	The name of the source the ticket was created from
BOOLEAN	is_incident	Boolean indicating whether the ticket is listed as an incident
STRING	ticket_brand_name	The brand name of with the ticket
STRING	ticket_tags	A list of all tags assigned to this ticket
STRING	ticket_form_name	The form name of the ticket
INTEGER	ticket_total_satisfaction_scores	The total number of satisfaction scores the ticket received.
STRING	ticket_first_satisfaction_score	The first satisfaction score the ticket received.
STRING	ticket_satisfaction_score	The latest satisfaction score the ticket received.
STRING	ticket_satisfaction_comment	The ticket satisfaction comment
STRING	ticket_satisfaction_reason	The ticket satisfaction reason
BOOLEAN	is_good_to_bad_satisfaction_score	Boolean indicating if the ticket had a satisfaction score went from good to bad.
BOOLEAN	is_bad_to_good_satisfaction_score	Boolean indicating if the ticket had a satisfaction score went from bad to good.
STRING	ticket_organization_domain_names	The organization associated with the ticket domain names
STRING	requester_organization_domain_names	The ticket requesters organization domain names
STRING	requester_external_id	The ticket requester external id
DATETIME	requester_created_at	The date the ticket requester was created
DATETIME	requester_updated_at	The date the ticket requester was last updated
STRING	requester_role	The role of the user who requested this ticket
STRING	requester_email	The email of the user who requested this ticket
STRING	requester_name	The name of the user who requested this ticket
BOOLEAN	is_requester_active	Boolean indicating whether the requester is currently active
STRING	requester_locale	The locale of the ticket requester
STRING	requester_time_zone	The timezone of the ticket requester
INTEGER	requester_ticket_update_count	The number of times the requester has updated the ticket
DATETIME	requester_ticket_last_update_at	The last date the requester updated the ticket
DATETIME	requester_last_login_at	The last login of the ticket requester
INTEGER	requester_organization_id	The organization id of the ticket requester
STRING	requester_organization_name	The organization name of the ticket requester
STRING	requester_organization_tags	The organization tags of the ticket requester
STRING	requester_organization_external_id	The organization external id of the ticket requester
DATETIME	requester_organization_created_at	The date the ticket requesters organization was created
DATETIME	requester_organization_updated_at	The date the ticket requesters organization was last updated
STRING	submitter_external_id	The ticket submitter external id
STRING	submitter_role	The role of the user who submitted the ticket.
BOOLEAN	is_agent_submitted	Boolean indicating if the submitter has an agent role
STRING	submitter_email	The email of the user who submitted the ticket.
STRING	submitter_name	The name of the user who submitted the ticket.
BOOLEAN	is_submitter_active	Boolean indicating if the ticket submitter is active
STRING	submitter_locale	The locale of the ticket submitter
STRING	submitter_time_zone	The time zone of the ticket submitter
STRING	assignee_external_id	The external id of the ticket assignee
STRING	assignee_role	The role of the agent currently assigned to the ticket
STRING	assignee_email	The email of the agent currently assigned to the ticket
STRING	assignee_name	The name of the agent currently assigned to the ticket
BOOLEAN	is_assignee_active	Boolean indicating if the ticket assignee is active
STRING	assignee_locale	The locale of the ticket assignee
STRING	assignee_time_zone	The time zone of the ticket assignee
INTEGER	assignee_ticket_update_count	The number of times the ticket assignee has updated the ticket
DATETIME	assignee_ticket_last_update_at	The last date the ticket assignee updated the ticket
DATETIME	assignee_last_login_at	The date the ticket assignee last logged in
STRING	group_name	The name of the group this ticket is assigned to
STRING	organization_name	The name of the organization of the requester
STRING	requester_tag	The tags associated with the ticket requester.
STRING	submitter_tag	The tags associated with the ticket submitter.
STRING	assignee_tag	The tags associated with the ticket assignee.
DECIMAL	first_reply_time_calendar_minutes	The number of calendar minutes between when the ticket was created and when the first public agent response occurred
DECIMAL	total_reply_time_calendar_minutes	The combined calendar time between all end-user comments and the next public agent response
INTEGER	count_agent_comments	Count of agent comments within the ticket
INTEGER	count_public_agent_comments	Count of public agent comments within the ticket
INTEGER	count_end_user_comments	Count of end user comments within the ticket
INTEGER	count_public_comments	Count of public comments within the ticket
INTEGER	count_internal_comments	Count of internal comments within the ticket
INTEGER	total_comments	Total count of all comments within the ticket
INTEGER	count_ticket_handoffs
DATETIME	ticket_last_comment_date	The time the last comment was applied to the ticket
INTEGER	unique_assignee_count	The count of unique assignees that were assigned to the ticket
INTEGER	assignee_stations_count	The total number of assignees that were assigned to the ticket
INTEGER	group_stations_count	The total count of group stations within the ticket
STRING	first_assignee_id	Assignee id of the first agent assigned to the ticket
STRING	last_assignee_id	Assignee id of the last agent assigned to the ticket
DATETIME	first_agent_assignment_date	The date the first agent was assigned to the ticket
DATETIME	last_agent_assignment_date	The date the last agent was assigned to the ticket
DATETIME	first_solved_at	The time the ticket was first in 'solved' status
DATETIME	last_solved_at	The time the ticket was last in 'solved' status
INTEGER	first_assignment_to_resolution_calendar_minutes	The time in calendar minutes between the first assignment and resolution of the ticket
INTEGER	last_assignment_to_resolution_calendar_minutes	The time in calendar minutes between the last assignment and resolution of the ticket
DECIMAL	ticket_unassigned_duration_calendar_minutes	The time in minutes the ticket was in an unassigned state
INTEGER	first_resolution_calendar_minutes	The number of calendar minutes between the ticket created time and the time the ticket was first set to solved status
INTEGER	final_resolution_calendar_minutes	The number of calendar minutes between the ticket created time and the time the ticket was last set to solved status
INTEGER	count_resolutions	The count of ticket resolutions
INTEGER	count_reopens	The count of ticket reopen events
INTEGER	ticket_deleted_count
INTEGER	total_ticket_recoveries
DATETIME	last_status_assignment_date	The time the status was last changed on the ticket
INTEGER	new_status_duration_in_calendar_minutes	The duration in calendar minutes the ticket was in the "new" status
INTEGER	open_status_duration_in_calendar_minutes	The duration in calendar minutes the ticket was in the "open" status
INTEGER	agent_wait_time_in_calendar_minutes	The combined number of calendar minutes the ticket was in 'pending' status
INTEGER	requester_wait_time_in_calendar_minutes	The combined number of calendar minutes the ticket was in 'new', 'open', or 'hold' status
INTEGER	agent_work_time_in_calendar_minutes	The combined number of calendar minutes the ticket was in 'new' or 'open' status
INTEGER	on_hold_time_in_calendar_minutes	The combined number of calendar minutes the ticket was on 'hold' status
INTEGER	total_agent_replies	The total number of agent replies within the ticket
DECIMAL	requester_last_login_age_minutes	The time in minutes since the ticket requester was last logged in
DECIMAL	assignee_last_login_age_minutes	The time in minutes since the ticket assignee was last logged in
DECIMAL	unsolved_ticket_age_minutes	The time in minutes the ticket has been in an unsolved state
DECIMAL	unsolved_ticket_age_since_update_minutes	The time in minutes the ticket has been unsolved since the last update
BOOLEAN	is_one_touch_resolution	A boolean field indicating that the ticket has one public agent response and is in solved status
BOOLEAN	is_two_touch_resolution	Boolean indicating if the ticket was resolved in two public comments
BOOLEAN	is_multi_touch_resolution	Boolean indicating if the ticket was resolved in two or more public comments
DECIMAL	first_resolution_business_minutes	The number of business minutes between the ticket created time and the time the ticket was first set to solved status
DECIMAL	full_resolution_business_minutes	The number of business minutes between the ticket created time and the time the ticket was last set to solved status
DECIMAL	first_reply_time_business_minutes	The number of business minutes between when the ticket was created and when the first public agent response occurred
DECIMAL	agent_wait_time_in_business_minutes	The combined number of business minutes the ticket was in 'pending' status
DECIMAL	requester_wait_time_in_business_minutes	The combined number of business minutes the ticket was in 'new', 'open', or 'hold' status
DECIMAL	agent_work_time_in_business_minutes	The combined number of business minutes the ticket was in 'new' or 'open' status
DECIMAL	on_hold_time_in_business_minutes	The combined number of business minutes the ticket was on 'hold' status