Zendesk: Ticket Summary

Description

• A single record table containing Zendesk ticket and user summary metrics. These metrics are updated for the current day the model is run.

Supported Data Sources

• Zendesk Support

Columns

Type	Name	Description
INTEGER	user_count	Total count of users created
INTEGER	active_agent_count	Total count of agents
INTEGER	deleted_user_count	Total deleted user count
INTEGER	end_user_count	Total end user count
INTEGER	suspended_user_count	Total count of users in a suspended state
INTEGER	new_ticket_count	Total count of tickets in the "new" status
INTEGER	on_hold_ticket_count	Total count of tickets in the "hold" status
INTEGER	open_ticket_count	Total count of tickets in the "open" status
INTEGER	pending_ticket_count	Total count of tickets in the "pending" status
INTEGER	solved_ticket_count	Total count of solved tickets
INTEGER	problem_ticket_count	Total count of tickets labeled as problems
INTEGER	assigned_ticket_count	Total count of assigned tickets
INTEGER	reassigned_ticket_count	Total count of tickets that have been reassigned
INTEGER	reopened_ticket_count	Total count of tickets that have been reopened
INTEGER	surveyed_satisfaction_ticket_count	Total count of tickets that have been surveyed for a satisfaction response
INTEGER	unassigned_unsolved_ticket_count	Total count of tickets that are unassigned and unsolved
INTEGER	unreplied_ticket_count	Total count of tickets that have not had a reply
INTEGER	unreplied_unsolved_ticket_count	Total count of tickets that have not had a reply and are unsolved
INTEGER	unsolved_ticket_count	Total count of unsolved tickets
INTEGER	recovered_ticket_count	Total count of tickets that were deleted then reopened
INTEGER	deleted_ticket_count	Total count of deleted tickets