Zendesk Data Dictionary

Metadata

Panoply adds the following fields to collected tables:

• __updatetime: Formatted as a datetime, such as 2020-04-26T01:26:14.695Z
• __sendtime: Formatted as a datetime, such as 2020-04-26T01:26:14.695Z
• __tablename: Name of the Zendesk table

Tables

Many resources contain nested data. Data within objects and arrays is converted to subtables within Panoply.

Tables created out of nested data do not include the __tablename field and are named based on their parent table. So, for example, the Tickets resource becomes the zendesk_tickets table in Panoply. And since the collaborator_ids field in that table is an array, Panoply creates a table called zendesk_tickets_collaborator_ids to hold the array data. That table has an id field, a numeric value field to hold the nested data, along with a zendesk_tickets_id field to tie each record back to a record in the zendesk_tickets parent table.

Because of the volume of nested data, and the fact that you can customize how nested data is handled in your database, this article does not include final table schemas for nested tables.

Brands

Brands are your customer-facing identities. This data comes from the /api/v2/brands.json Zendesk API endpoint. For more information, see the Zendesk API documentation on Brands.

This resource contains nested data. Data within objects and arrays is converted to subtables within Panoply.

Zendesk Brands Data Dictionary

Groups

When support requests arrive in Zendesk Support, they can be assigned to a Group. This data comes from the /api/v2/groups.json Zendesk API endpoint. For more information, see the Zendesk API documentation on Groups.

Zendesk Groups Data Dictionary

Organization Fields

Zendesk Support allows admins to create custom Organization Fields for display on an Organization page. This data comes from the /api/v2/organization_fields.json Zendesk API endpoint. For more information, see the Zendesk API documentation on Organization Fields.

This resource contains nested data. Data within arrays is converted to subtables within Panoply.

Zendesk Organization Fields Data Dictionary

Organization Memberships

A membership links a user to an organization. This data comes from the /api/v2/organization_memberships.json Zendesk API endpoint. For more information, see the Zendesk API documentation on Organization Memberships.

Zendesk Organization Memberships Data Dictionary

Organizations

Just as agents can be segmented into groups in Zendesk Support, your customers (end-users) can be segmented into organizations. This data comes from the /api/v2/incremental/organizations.json Zendesk API endpoint. For more information, see the Zendesk API documentation on Incremental Organization Export and Organizations

This resource contains nested data. Data within arrays is converted to subtables within Panoply.

Zendesk Organizations Data Dictionary

Satisfaction Rating

Lists all satisfaction ratings. This data comes from the /api/v2/satisfaction_ratings.json Zendesk API endpoint. For more information, see the Zendesk API documentation on Satisfaction Ratings.

Zendesk Satisfaction Ratings Data Dictionary

Satisfaction Reasons

When satisfaction reasons are enabled in your Zendesk Support account, and a user gives a negative rating to a solved ticket, a follow-up question is presented to the user. The question includes a list menu of possible reasons for the negative rating. This resources lists the reasons given for each negative satisfaction rating. This data comes from the /api/v2/satisfaction_reasons.json Zendesk API endpoint. For more information, see the Zendesk API documentation on Satisfaction Reasons.

Zendesk Satisfaction Reasons Data Dictionary

SLA Policies

A Service Level Agreement is a documented agreement between a support provider and their customers that specifies performance measures for support. There can be multiple SLA policies per Zendesk Support account, and they are listed here. This data comes from the /api/v2/slas/policies Zendesk API endpoint. For more information, see the Zendesk API documentation on SLA Policies.

This resource contains nested data. Data within arrays is converted to subtables within Panoply.

Zendesk SLA Policies Data Dictionary

Suspended Tickets

When an end-user submits a support request by email, in most cases the email becomes a new ticket or adds a comment to an existing ticket. In certain cases though, the email is suspended. Suspending an email means putting it aside for further review. This data comes from the /api/v2/suspended_tickets.json Zendesk API endpoint. For more information, see the Zendesk API documentation on Suspended Tickets.

This resource contains nested data. Data within objects is converted to subtables within Panoply.

Zendesk Suspended Tickets Data Dictionary

Ticket Comments

Ticket comments represent the conversation between requesters, collaborators, and agents. This data comes from the /api/v2/tickets/{id}/comments.json Zendesk API endpoint. For more information, see the Zendesk API documentation on Ticket Comments.

This resource contains nested data. Data within objects and arrays is converted to subtables within Panoply.

Zendesk Ticket Comments Data Dictionary

Ticket Fields

Zendesk Support allows admins to customize the fields displayed on the ticket form. This data comes from the /api/v2/ticket_fields.json Zendesk API endpoint. For more information, see the Zendesk API documentation on Ticket Fields.

This resource contains nested data. Data within arrays is converted to subtables within Panoply.

Zendesk Ticket Fields Data Dictionary

Ticket Metric Events

You can use the ticket metric events API to track reply times, agent work times, and requester wait times. This data comes from the /api/v2/incremental/ticket_metric_events.json Zendesk API endpoint. For more information, see the Zendesk API documentation on Ticket Metric Events and List Ticket Metric Events.

This resource contains nested data. Data within objects is converted to subtables within Panoply.

Zendesk Ticket Metric Events Data Dictionary

Ticket Metrics

Lists tickets with their metrics. This data comes from the /api/v2/ticket_metrics.json Zendesk API endpoint. For more information, see the Zendesk API documentation on Ticket Metrics.

This resource contains nested data. Data within objects is converted to subtables within Panoply.

Zendesk Ticket Metrics Data Dictionary

Tickets

Tickets are the means through which your end users (customers) communicate with agents in Zendesk Support. This data comes from the /api/v2/incremental/tickets.json Zendesk API endpoint. For more information, see the Zendesk API documentation on Incremental Ticket Export and Tickets.

This resource contains nested data. Data within objects and arrays is converted to subtables within Panoply.

Zendesk Tickets Data Dictionary

User Fields

Zendesk Support allows admins to customize fields displayed on a User profile page. This data comes from the /api/v2/user_fields.json Zendesk API endpoint. For more information, see the Zendesk API documentation on User Fields.

This resource contains nested data. Data within arrays is converted to subtables within Panoply.

Zendesk User Fields Data Dictionary

Users

Zendesk Support has three types of users: end-users (your customers), agents, and administrators. This data comes from the /api/v2/incremental/users.json Zendesk API endpoint. For more information, see the Zendesk API documentation on Incremental User Export and Users.

This resource contains nested data. Data within objects and arrays is converted to subtables within Panoply.

Zendesk Users Data Dictionary