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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.
Note: Each report type may also include custom fields based on Zendesk configuration.