# 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 | --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. 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