If your use case requires this data in Funnel, you can request it as a Custom Connector.
Custom Connectors and the Custom Connector Request feature are available in the following plans: Business and Enterprise. See our Pricing page for more details.
Tickets
Dimensions:
Created At (Date) – The date and time the ticket was created.
Record Type – The type of record (e.g., ticket, event).
Ticket ID – The unique identifier assigned to each ticket.
Assignee Name – The name of the agent assigned to the ticket.
Assignee ID – The unique identifier for the assigned agent.
Group Name – The name of the support group handling the ticket.
Group ID – The unique identifier for the assigned group.
Via Channel – The communication channel used (e.g., email, chat, phone).
Status – The current status of the ticket (e.g., open, pending, solved).
Priority – The priority level assigned to the ticket (low, normal, high, urgent).
Satisfaction Rating Score – Customer satisfaction score for the ticket.
Recipient – The intended recipient of the ticket communication.
Tags – Labels assigned to the ticket for categorization.
Ticket Form ID – The unique identifier for the ticket form used.
Brand ID – The unique identifier for the brand associated with the ticket.
Updated At – The last time the ticket was updated.
Type – The category of the ticket (question, incident, problem, task).
Subject – The subject or title of the ticket.
Forum Topic ID – If linked to a forum post, this is the forum topic ID.
Problem ID – If related to an issue, this is the problem ticket ID.
Has Incidents – Indicates if the ticket has related incidents.
Is Public – Defines if the ticket is visible to customers.
Due At – The due date for ticket resolution (for task-type tickets).
Collaborator IDs – The unique IDs of ticket collaborators.
Follower IDs – The unique IDs of users following the ticket.
Email CC IDs – The unique IDs of users CC’d on the ticket.
External ID – An external system identifier for ticket tracking.
Organization ID – The unique ID for the organization linked to the ticket.
Requester ID – The unique ID of the user who submitted the ticket.
Submitter ID – The unique ID of the agent or user who submitted the ticket.
URL – The unique link to the ticket in Zendesk.
Is Solved – Indicates if the ticket has been resolved.
Solved At – The timestamp when the ticket was solved.
Assignee Updated At – When the assignee was last updated.
Requester Updated At – When the requester details were last updated.
Status Updated At – The last time the status of the ticket changed.
Initially Assigned At – The first time the ticket was assigned.
Assigned At – The last time the ticket was reassigned.
Latest Comment Added At – The timestamp of the most recent comment added.
Metrics:
Total Tickets – The total number of tickets created.
Group Stations – The number of times a ticket moved between groups.
Assignee Stations – The number of times a ticket was reassigned.
Replies – The total number of replies to a ticket.
Reopens – The number of times a ticket was reopened after being solved.
Reply Time in Minutes (Calendar & Business) – The average time taken for the first response.
First Resolution Time in Minutes (Calendar & Business) – The time taken for the first resolution attempt.
Full Resolution Time in Minutes (Calendar & Business) – The total time taken to resolve the ticket.
Agent Wait Time in Minutes (Calendar & Business) – The time an agent waits for a customer response.
Requester Wait Time in Minutes (Calendar & Business) – The time a customer waits for an agent response.
On Hold Time in Minutes (Calendar & Business) – The time the ticket spent in "on hold" status.
Ticket Comments
Plain Body – The content of the comment in plain text.
Comment ID – The unique ID of the comment.
Total Ticket Comments – The total number of comments on the ticket.
Ticket Events
Created At (Date) – The timestamp of the event creation.
Record Type – Type of record (event).
Event ID – The unique identifier for the event.
Created At – The timestamp when the event occurred.
Ticket ID – The related ticket ID.
Updater ID – The ID of the user who triggered the event.
Via – The channel through which the event happened.
Event Type – The classification of the event (e.g., status change, assignment).
System Client – The device or system that triggered the event.
System Location – The geographic location of the event trigger.
System Latitude – Latitude coordinate for event origin.
System Longitude – Longitude coordinate for event origin.
Total Ticket Events – The total number of events logged for the ticket.
Ticket Child Events
Child Event ID – The unique identifier for a child event.
Via – The method through which the event occurred.
Via Reference ID – The ID referencing another related event.
Comment Present – Indicates if a comment was included.
Comment Public – Defines if the comment is publicly visible.
Event Type – The classification of the event.
Total Ticket Child Events – The total number of child events recorded.
Ticket Fields
Created At (Date) – The timestamp when the field was created.
Record Type – Type of record (ticket field).
URL – The link to the field definition in Zendesk.
Field ID – The unique identifier for the field.
Type – The type of field (text, dropdown, etc.).
Title – The name of the field.
Raw Title – The system-stored title of the field.
Description – A description of the field’s purpose.
Raw Description – The raw text version of the description.
Position – The order of the field in the UI.
Active – Indicates if the field is active.
Required – Indicates if the field is mandatory.
Collapsed for Agents – Whether the field is collapsed by default for agents.
Regexp for Validation – The validation pattern applied to the field.
Title in Portal – The title displayed in the help portal.
Raw Title in Portal – The raw text version of the portal title.
Visible in Portal – Whether the field is visible in the help portal.
Editable in Portal – Whether customers can edit the field.
Required in Portal – Whether customers are required to fill out the field.
Tag – The tag associated with the field.
Created At – The timestamp of the field’s creation.
Updated At – The last update time of the field.
Removable – Whether the field can be deleted.
Key – A unique identifier for the field key.
Agent Description – Additional description visible to agents.
Total Ticket Fields – The total number of fields available.
Organizations
Created At (Date) – When the organization was created.
Record Type – Type of record (organization).
Organization ID – The unique ID for the organization.
Name – The organization’s name.
URL – The organization’s Zendesk profile link.
Shared Tickets – Indicates if tickets can be shared.
Shared Comments – Indicates if comments can be shared.
External ID – A unique external identifier for the organization.
Updated At – When the organization was last updated.
Domain Names – Associated domains for the organization.
Details – Additional organization details.
Notes – Internal notes for the organization.
Each report type may also include custom fields based on Zendesk configuration.
How to Request this Custom Connector
To request Zendesk data, submit a Custom Connector Request (see link here for instructions).
If you are interested in Zendesk data that hasn't been covered here, we would like to encourage you to connect with our Integration Engineering team by submitting a Custom Connector Request. They will be more than happy to explore the potential of obtaining additional data.