Zendesk Support Connector Reference

13 metrics66 dimensions

Fields

This connector fetches data from Zendesk on a support case level.

https://connectors.windsor.ai/zendesk_support?api_key=[API_KEY]&fields=url,id,external_id,via,created_at,updated_at,type,subject,raw_subject,description,priority,status,recipient,requester_id,submitter_id,assignee_id,organization_id,group_id,collaborator_ids,follower_ids,email_cc_ids,forum_topic_id,problem_id,has_incidents,is_public,due_at,tags,custom_fields,satisfaction_rating,sharing_agreement_ids,followup_ids,brand_id,allow_channelback,allow_attachments,updated_stamp

The Zendesk Support connector exposes 79 fields (13 metrics, 66 dimensions). Every field ID below can be passed to the Windsor.ai API in the fields parameter.

Zendesk Support Fields

Zendesk Support Ticket fields

The Ticket report of the Zendesk Support connector includes 61 fields.

Zendesk Support Ticket fields (agent_wait_time_in_minutes__business to reopens)

ID	Type	Name	Description
agent_wait_time_in_minutes__business	NUMERIC	Agent Wait Time In Minutes (business)	Number of minutes the agent spent waiting during calendar and business hours
agent_wait_time_in_minutes__calendar	NUMERIC	Agent Wait Time In Minutes (calendar)	Number of minutes the agent spent waiting during calendar and business hours
allow_attachments	BOOLEAN	Allow Attachments	Permission for agents to add add attachments to a comment. Defaults to true.
allow_channelback	BOOLEAN	Allow Channelback	Is false if channelback is disabled, true otherwise. Only applicable for channels framework ticket.
assigned_at	DATE	Assigned At	When the ticket was assigned
assignee_id	TEXT	Assignee ID	The agent currently assigned to the ticket.
assignee_stations	NUMERIC	Assignee Stations	Number of assignees the ticket had
assignee_updated_at	DATE	Assignee Updated At	When the assignee last updated the ticket
brand_id	TEXT	Brand ID	Enterprise only. The id of the brand this ticket is associated with.
collaborator_ids	TEXT	Collaborator IDs	The ids of users currently CC'ed on the ticket.
collaborators	TEXT	Collaborators	POST requests only. Users to add as cc's when creating a ticket.
created_at	DATE	Created At	When this record was created.
custom_fields	TEXT	Custom Fields	Custom fields for the ticket.
custom_status_id	TEXT	Custom Status ID	The custom ticket status id of the ticket.
custom_status_updated_at	DATE	Custom Status Updated At	The date and time the ticket's custom status was last updated
date	DATE	Date	Alias for Created At.
description	TEXT	Description	Read-only first comment on the ticket. When creating a ticket, use comment to set the description.
due_at	DATE	Due At	If this is a ticket of type task it has a due date.
email_cc_ids	TEXT	Email cc IDs	The ids of agents or end users currently CC'ed on the ticket.
external_id	TEXT	External ID	An id you can use to link Zendesk Support tickets to local records.
first_resolution_time_in_minutes__business	NUMERIC	First Resolution Time in Minutes (business)	Number of minutes to the first resolution time during calendar and business hours
first_resolution_time_in_minutes__calendar	NUMERIC	First Resolution Time in Minutes (calendar)	Number of minutes to the first resolution time during calendar and business hours
follower_ids	TEXT	Follower IDs	The ids of agents currently following the ticket.
followup_ids	TEXT	Followup IDs	The ids of the followups created from this ticket. Ids are only visible once the ticket is closed.
forum_topic_id	TEXT	Forum Topic ID	The topic in the Zendesk Web portal this ticket originated from, if any. The Web portal is deprecated.
from_messaging_channel	BOOLEAN	From Messaging Channel	If true, the ticket's via type is a messaging channel.
full_resolution_time_in_minutes__business	NUMERIC	Full Resolution Time in Minutes (business)	Number of minutes to the first resolution time during calendar and business hours
full_resolution_time_in_minutes__calendar	NUMERIC	Full Resolution Time in Minutes (calendar)	Number of minutes to the first resolution time during calendar and business hours
group_id	TEXT	Group ID	The group this ticket is assigned to.
has_incidents	BOOLEAN	Has Incidents	Is true if a ticket is a problem type and has one or more incidents linked to it. Otherwise, the value is false.
id	TEXT	ID	Automatically assigned when the ticket is created.
initially_assigned_at	DATE	Initially Assigned At	When the ticket was initially assigned
is_public	BOOLEAN	Is Public	Is true if any comments are public, false otherwise.
macro_ids	TEXT	Macro IDs	POST requests only. List of macro IDs to be recorded in the ticket audit.
organization_id	TEXT	Organization ID	The organization of the requester. You can only specify the ID of an organization associated with the requester.
priority	TEXT	Priority	The urgency with which the ticket should be addressed. Allowed values are urgent, high, normal, or low.
problem_id	TEXT	Problem ID	For tickets of type incident, the ID of the problem the incident is linked to.
raw_subject	TEXT	Raw Subject	The dynamic content placeholder, if present, or the subject value, if not.
recipient	TEXT	Recipient	The original recipient e-mail address of the ticket. Notification emails for the ticket are sent from this address.
reopens	NUMERIC	Reopens	Total number of times the ticket was reopened.

Zendesk Support Ticket fields (replies to via_id)

ID	Type	Name	Description
replies	NUMERIC	Replies	The number of public replies added to a ticket by an agent
reply_time_in_minutes__business	NUMERIC	Reply Time in Minutes (business)	Number of minutes to the first reply during calendar and business hourss
reply_time_in_minutes__calendar	NUMERIC	Reply Time in Minutes (calendar)	Number of minutes to the first reply during calendar and business hours
reply_time_in_seconds__business	NUMERIC	Reply Time in Seconds (business)	Number of seconds to the first reply during calendar and business hourss
reply_time_in_seconds__calendar	NUMERIC	Reply Time in Seconds (calendar)	Number of seconds to the first reply during calendar and business hours
requester_id	TEXT	Requester ID	The user who requested this ticket.
satisfaction_rating	TEXT	Satisfaction Rating	The satisfaction rating of the ticket, if it exists, or the state of satisfaction, offered or unoffered. The value is null for plan types that don't support CSAT.
sharing_agreement_ids	TEXT	Sharing Agreement IDs	The ids of the sharing agreements used for this ticket.
solved_at	DATE	Solved At	When the ticket was solved.
status	TEXT	Status	The state of the ticket. Allowed values are new, open, pending, hold, solved, or closed.
status_updated_at	DATE	Staus Updated At	When the status of the ticket was last updated
subject	TEXT	Subject	The value of the subject field for this ticket.
submitter_id	TEXT	Submitter ID	The user who submitted the ticket. The submitter always becomes the author of the first comment on the ticket.
tags	OBJECT	Tags	The array of tags applied to this ticket.
ticket_form_id	TEXT	Ticket Form ID	Enterprise only. The id of the ticket form to render for the ticket.
type	TEXT	Type	The type of this ticket. Allowed values are problem, incident, question, or task.
updated_at	DATE	Updated At	When this record last got updated.
url	TEXT	URL	The API url of this ticket.
via	TEXT	Via	For more information, see the Via object reference
via_followup_source_id	TEXT	Via Followup Source ID	POST requests only. The id of a closed ticket when creating a follow-up ticket.
via_id	TEXT	Via ID	For more information, see the Via object reference

Zendesk Support other fields

The Zendesk Support connector has 18 fields that do not belong to a named report, or belong to a report with only one or two fields.

ID	Type	Name	Description
data_fetched_at	TIMESTAMP	Data fetched at	UTC timestamp (second precision) of when the connector request that pulled the row started. Freshly pulled rows show this request's start time; cache hits keep the start time of the request that filled the cache. Selecting this field disables aggregation, so rows are returned individually (each keeping its own fetch time) instead of being summed.
datasource	TEXT	Data Source	The name of the Windsor connector returning the row
day_of_month	TEXT	Day of month	Day of the month
month	TEXT	Month	Number of the month
now	TIMESTAMP	Now	Current timestamp
source	TEXT	Source	The name of the Windsor connector returning the row
today	DATE	Today	Today's date
week	TEXT	Week	Week (Sun-Sat).
week_day	TEXT	Day of week and day number	Weekday number and name combined (Sun-Sat).Numbered from 0 Sunday to 6 Saturday.
week_day_iso	TEXT	Day of week and day number, ISO	Weekday number and name combined, ISO format (Mon-Sun).Numbered from 1 Monday to 7
week_iso	TEXT	Week ISO	Week, ISO format (Mon-Sun).
year	TEXT	Year	Year
year_month	TEXT	Yearmonth	Year and month, e.g. 2024\|3
year_month_name	TEXT	Year month name	Year and month with the month name written out, e.g. "Jan 2025".
year_of_week	TEXT	Year of week	The year that contains first day of the week (Sun-Sat).
year_of_week_iso	TEXT	Year of week, ISO	The year that contains first day of the ISO week (Mon-Sun).
year_week	TEXT	Year week	Year and week for US weeks (Sun-Sat), e.g. 2024\|15
year_week_iso	TEXT	Year week ISO	Year and week for ISO weeks (Mon-Sun), e.g. 2024\|20