Insights object reference (Professional and Enterprise) Follow

professional enterprise plans

This article is a reference guide for all the attributes and facts in the Insights data model. Insights is available on Professional and Enterprise.

For details about viewing the data model, see Viewing the Insights data model. For more information on Insights date attributes see, Insights date dimensions. For more resources see Insights resources.

Tickets

The following objects relate to tickets.

Table 1.
Object type Name Description
Fact Agent wait time in minutes within business hours The total time spent in the Pending status, displayed in minutes, but only time that elapses during listed business hours is counted.
Fact Initially assigned at hour Hour a ticket was initially assigned in a 24-hour format, from 0 to 23
Fact Ticket reopens The number of times a ticket has been changed from Solved to Open (whether by agent or end-user)
Fact On hold time in minutes The total time spent in the On-hold status, displayed in minutes
Fact Assigned at hour Hour a ticket was last assigned in a 24-hour format, from 0 to 23
Fact Assignee stations The number of agent assignment changes made. The initial assignment upon ticket creation also counts as a station.
Fact Full resolution time in minutes The time between ticket creation time and the timestamp of the final or most recent change of status to solved, displayed in minutes
Fact Ticket replies The number of public agent comments on a ticket (not end-users comments or private comments).
Fact Assigned at (minutes) Ticket assigned in epoch minutes (the number of minutes since 01/01/1970)
Fact Ticket due at (minutes) Ticket due at time in epoch minutes (the number of minutes since 01/01/1970)
Fact Ticket created at hour Hour that a ticket was created in a 24-hour format, from 0 to 23
Fact Submitter ID (Fact) Submitter ID fact that can be used with the disconnected user filter
Fact Requester wait time in minutes within business hours The combined total time spent in the New, Open and On-Hold status. If the ticket is reopened after being solved, time spent in Solved status is not included. Time after final change to Solved status is not included, and only time that elapses during listed business hours is counted.
Fact Requester updated hour Requester updated at hour
Fact First reply time in minutes within business hours The time between ticket creation time and the timestamp of the first public agent comment, displayed in minutes, but only time that elapses during listed business hours is counted.
Fact Requester updated (minutes) Requester last updated in epoch minutes (the number of minutes since 01/01/1970)
Fact Ticket solved at (minutes) Time the ticket was solved in epoch minutes (the number of minutes since 01/01/1970)
Fact Assignee updated (minutes) Last time assignee updated the ticket in epoch minutes (the number of minutes since 01/01/1970)
Fact Assignee ID (Fact) Assignee ID fact that can be used with the disconnected user filter
Fact Ticket updated at hour Ticket updated at hour
Fact Initially assigned at (minutes) Initially assigned at time in epoch minutes (the number of minutes since 01/01/1970)
Fact First resolution time in minutes The time between a ticket creation time and the first timestamp the ticket was marked as solved. A ticket can only have one first resolution time, since it measures the time it took to solve a ticket the first time.
Fact Requester wait time in minutes The combined total time spent in the New, Open and On-Hold status. If the ticket is reopened after being solved, time spent in Solved status is not included. Time after final change to Solved status is not included.
Fact Ticket updated at (minutes) Time of the last update to the ticket in epoch minutes (the number of minutes since 01/01/1970)
Fact Full resolution time in minutes within business hours The time between ticket creation time and the timestamp of the final or most recent change of status to solved, displayed in minutes.
Fact Assignee updated hour Hour the assignee last updated a ticket in a 24-hour format, from 0 to 23
Fact Group stations The number of group assignment changes made. The initial assignment upon ticket creation also counts as a station.
Fact First reply time in minutes Number of minutes to the first reply, whether during or after business hours
Fact Ticket created at (minutes) Ticket time created in epoch minutes
Fact Resolution time The final or most recent resolution time in hours, rounded to the nearest whole hour
Fact Ticket solved at hour Hour a ticket was last solved in a 24-hour format, from 0 to 23
Fact Agent wait time in minutes The total time spent in the Pending status, displayed in minutes
Fact First resolution time in minutes within business hours The time between ticket creation and the timestamp of the first change of status to Solved, displayed in minutes, but only time that elapses during listed business hours is counted.
Fact On hold time in minutes within business hours The total time spent in the On-hold status, displayed in minutes, but only time that elapses during listed business hours is counted.
Fact Ticket due date hour Hour a ticket is due in a 24-hour format, from 0 to 23
Attribute Hour Ticket Requester Updated Hour that a ticket requester was last updated in a 24-hour format, from 0 to 23
Attribute Ticket Id The ticket's ID
Attribute Ticket Via Ticket channel of original submission
Attribute Hour Ticket Assigned Hour that a ticket was last assigned to an agent in a 24-hour format, from 0 to 23
Attribute Hour Ticket Solved Hour that a ticket is finally marked as solved in a 24-hour format, from 0 to 23. This number will change if the ticket is re-opened.
Attribute Hour Ticket Due Hour that a ticket is due in a 24-hour format, from 0 to 23
Attribute Ticket External ID External ID associated with a ticket
Attribute Ticket Submitter Submitter name
Attribute Ticket Assignee Name of assignee
Attribute Hour Ticket Updated Hour that the ticket was updated in a 24-hour format, from 0 to 23
Attribute Ticket Brand Brand of the ticket in a multi-brand Zendesk Support
Attribute Ticket Type Ticket type
Attribute Ticket Outbound Sharing Agreement Affiliated Zendesk accounts and companies tickets are shared with
Attribute Ticket Problem Problem tickets linked with an incident
Attribute Hour Ticket Initially Assigned Hour a ticket was initially assigned in a 24-hour format, from 0 to 23
Attribute Ticket Satisfaction Score Satisfaction score requester assigns after ticket is solved
Attribute Ticket Inbound Sharing Agreement Affiliated instances of Zendesk Support and companies who share tickets with the current instance of Zendesk Support
Attribute Ticket Satisfaction Comment Comment entered with satisfaction score
Attribute Ticket Priority Ticket priority
Attribute Ticket Organization Organization associated with the requester. Ticket organization can be used with multiple organizations.
Attribute Ticket Group Name of the group where ticket is assigned
Attribute Ticket Status Ticket's current status
Attribute Ticket Requester Domain Email subdomain of requester's primary email address
Attribute Hour Ticket Created Hour that a ticket was created in a 24-hour format, from 0 to 23
Attribute Ticket Form Ticket form that is used on the ticket
Attribute Ticket Subject Subject of ticket
Attribute Hour Ticket Assignee Updated Hour a ticket asignee last updated a ticket in a 24-hour format, from 0 to 23. This includes new comments (public and private) and ticket status changes
Attribute Day of Month (Ticket Due) Day of month (1-31) that ticket is due
Attribute Day of Quarter (Ticket Due) Day of quarter (1-92) that ticket is due
Attribute Day of Week (Mon-Sun) (Ticket Due) Day of week (Mon-Sun) that ticket is due
Attribute Day of Week (Sun-Sat) (Ticket Due) Day of week (Sun-Sat) that ticket is due
Attribute Day of Year (Ticket Due) Day of year (1-365) that ticket is due
Attribute Month (Ticket Due) Month (January-December) that ticket is due
Attribute Month of Quarter (Ticket Due) Month of quarter (M1, M2, M3) that ticket is due
Attribute Month/Year (Ticket Due) Month (January-December) and year that ticket is due
Attribute Quarter (Ticket Due) Quarter (Q1-Q4) that ticket is due
Attribute Quarter/Year (Ticket Due) Quarter (Q1-Q4) and year that ticket is due
Attribute Week (Mon-Sun) (Ticket Due) Mon-Sun week of the year (W1-W52) that ticket is due
Attribute Week (Mon-Sun) of Qtr (Ticket Due) Mon-Sun week of the quarter (W1-W14) that ticket is due
Attribute Week (Mon-Sun)/Year (Ticket Due) Mon-Sun week (W1-W52) and year that ticket is due, i.e. W12 2014
Attribute Week (Sun-Sat) (Ticket Due) Sun-Sat week of the year (W1-W52) that ticket is due
Attribute Week (Sun-Sat) of Qtr (Ticket Due) Sun-Sat week of the quarter (W1-W14) that ticket is due
Attribute Week (Sun-Sat)/Year (Ticket Due) Sun-Sat week (W1-W52) and year that ticket is due, i.e. W12 2014
Attribute Year (Ticket Due) Year that ticket is due
Attribute Day of Month (Ticket Created) Day of month (1-31) that ticket was created
Attribute Day of Quarter (Ticket Created) Day of quarter (1-92) that ticket was created
Attribute Day of Week (Mon-Sun) (Ticket Created) Day of week (Mon-Sun) that ticket was created
Attribute Day of Week (Sun-Sat) (Ticket Created) Day of week (Sun-Sat) that ticket was created
Attribute Day of Year (Ticket Created) Day of year (1-365) that ticket was created
Attribute Month (Ticket Created) Month (January-December) that ticket was created
Attribute Month of Quarter (Ticket Created) Month of quarter (M1, M2, M3) that ticket was created
Attribute Month/Year (Ticket Created) Month (January-December) and year that ticket was created
Attribute Quarter (Ticket Created) Quarter (Q1-Q4) that ticket was created
Attribute Quarter/Year (Ticket Created) Quarter (Q1-Q4) and year that ticket was created
Attribute Week (Mon-Sun) (Ticket Created) Mon-Sun week of the year (W1-W52) that ticket was created
Attribute Week (Mon-Sun) of Qtr (Ticket Created) Mon-Sun week of the quarter (W1-W14) that ticket was created
Attribute Week (Mon-Sun)/Year (Ticket Created) Mon-Sun week (W1-W52) and year that ticket was created, i.e. W12 2014
Attribute Week (Sun-Sat) (Ticket Created) Sun-Sat week of the year (W1-W52) that ticket was created
Attribute Week (Sun-Sat) of Qtr (Ticket Created) Sun-Sat week of the quarter (W1-W14) that ticket was created
Attribute Week (Sun-Sat)/Year (Ticket Created) Sun-Sat week (W1-W52) and year that ticket was created, i.e. W12 2014
Attribute Year (Ticket Created) Year that ticket was created
Attribute Day of Month (Ticket Assigned) Day of month (1-31) that ticket was assigned
Attribute Day of Quarter (Ticket Assigned) Day of quarter (1-92) that ticket was assigned
Attribute Day of Week (Mon-Sun) (Ticket Assigned) Day of week (Mon-Sun) that ticket was assigned
Attribute Day of Week (Sun-Sat) (Ticket Assigned) Day of week (Sun-Sat) that ticket was assigned
Attribute Day of Year (Ticket Assigned) Day of year (1-365) that ticket was assigned
Attribute Month (Ticket Assigned) Month (January-December) that ticket was assigned
Attribute Month of Quarter (Ticket Assigned) Month of quarter (M1, M2, M3) that ticket was assigned
Attribute Month/Year (Ticket Assigned) Month (January-December) and year that ticket was assigned
Attribute Quarter (Ticket Assigned) Quarter (Q1-Q4) that ticket was assigned
Attribute Quarter/Year (Ticket Assigned) Quarter (Q1-Q4) and year that ticket was assigned
Attribute Week (Mon-Sun) (Ticket Assigned) Mon-Sun week of the year (W1-W52) that ticket was assigned
Attribute Week (Mon-Sun) of Qtr (Ticket Assigned) Mon-Sun week of the quarter (W1-W14) that ticket was assigned
Attribute Week (Mon-Sun)/Year (Ticket Assigned) Mon-Sun week (W1-W52) and year that ticket was assigned, i.e. W12 2014
Attribute Week (Sun-Sat) (Ticket Assigned) Sun-Sat week of the year (W1-W52) that ticket was assigned
Attribute Week (Sun-Sat) of Qtr (Ticket Assigned) Sun-Sat week of the quarter (W1-W14) that ticket was assigned
Attribute Week (Sun-Sat)/Year (Ticket Assigned) Sun-Sat week (W1-W52) and year that ticket was assigned, i.e. W12 2014
Attribute Year (Ticket Assigned) Year that ticket was assigned
Attribute Day of Month (Ticket Solved) Day of month (1-31) that ticket was solved
Attribute Day of Quarter (Ticket Solved) Day of quarter (1-92) that ticket was solved
Attribute Day of Week (Mon-Sun) (Ticket Solved) Day of week (Mon-Sun) that ticket was solved
Attribute Day of Week (Sun-Sat) (Ticket Solved) Day of week (Sun-Sat) that ticket was solved
Attribute Day of Year (Ticket Solved) Day of year (1-365) that ticket was solved
Attribute Month (Ticket Solved) Month (January-December) that ticket was solved
Attribute Month of Quarter (Ticket Solved) Month of quarter (M1, M2, M3) that ticket was solved
Attribute Month/Year (Ticket Solved) Month (January-December) and year that ticket was solved
Attribute Quarter (Ticket Solved) Quarter (Q1-Q4) that ticket was solved
Attribute Quarter/Year (Ticket Solved) Quarter (Q1-Q4) and year that ticket was solved
Attribute Week (Mon-Sun) (Ticket Solved) Mon-Sun week of the year (W1-W52) that ticket was solved
Attribute Week (Mon-Sun) of Qtr (Ticket Solved) Mon-Sun week of the quarter (W1-W14) that ticket was solved
Attribute Week (Mon-Sun)/Year (Ticket Solved) Mon-Sun week (W1-W52) and year that ticket was solved, i.e. W12 2014
Attribute Week (Sun-Sat) (Ticket Solved) Sun-Sat week of the year (W1-W52) that ticket was solved
Attribute Week (Sun-Sat) of Qtr (Ticket Solved) Sun-Sat week of the quarter (W1-W14) that ticket was solved
Attribute Week (Sun-Sat)/Year (Ticket Solved) Sun-Sat week (W1-W52) and year that ticket was solved, i.e. W12 2014
Attribute Year (Ticket Solved) Year that ticket was solved
Attribute Day of Month (Ticket Initially Assigned) Day of month (1-31) that ticket was initially assigned
Attribute Day of Quarter (Ticket Initially Assigned) Day of quarter (1-92) that ticket was initially assigned
Attribute Day of Week (Mon-Sun) (Ticket Initially Assigned) Day of week (Mon-Sun) that ticket was initially assigned
Attribute Day of Week (Sun-Sat) (Ticket Initially Assigned) Day of week (Sun-Sat) that ticket was initially assigned
Attribute Day of Year (Ticket Initially Assigned) Day of year (1-365) that ticket was initially assigned
Attribute Month (Ticket Initially Assigned) Month (January-December) that ticket was initially assigned
Attribute Month of Quarter (Ticket Initially Assigned) Month of quarter (M1, M2, M3) that ticket was initially assigned
Attribute Month/Year (Ticket Initially Assigned) Month (January-December) and year that ticket was initially assigned
Attribute Quarter (Ticket Initially Assigned) Quarter (Q1-Q4) that ticket was initially assigned
Attribute Quarter/Year (Ticket Initially Assigned) Quarter (Q1-Q4) and year that ticket was initially assigned
Attribute Week (Mon-Sun) (Ticket Initially Assigned) Mon-Sun week of the year (W1-W52) that ticket was initially assigned
Attribute Week (Mon-Sun) of Qtr (Ticket Initially Assigned) Mon-Sun week of the quarter (W1-W14) that ticket was initially assigned
Attribute Week (Mon-Sun)/Year (Ticket Initially Assigned) Mon-Sun week (W1-W52) and year that ticket was initially assigned, i.e. W12 2014
Attribute Week (Sun-Sat) (Ticket Due) Sun-Sat week of the year (W1-W52) that ticket was initially assigned
Attribute Week (Sun-Sat) of Qtr (Ticket Initially Assigned) Sun-Sat week of the quarter (W1-W14) that ticket was initially assigned
Attribute Week (Sun-Sat)/Year (Ticket Initially Assigned) Sun-Sat week (W1-W52) and year that ticket was initially assigned, i.e. W12 2014
Attribute Year (Ticket Initially Assigned) Year that ticket was initially assigned
Attribute Date (Ticket Last Updated) Date the ticket was last updated
Attribute Day of Month (Ticket Last Updated) Day of month (1-31) that ticket was last updated
Attribute Day of Quarter (Ticket Last Updated) Day of quarter (1-92) that ticket was last updated
Attribute Day of Week (Mon-Sun) (Ticket Last Updated) Day of week (Mon-Sun) that ticket was last updated
Attribute Day of Week (Sun-Sat) (Ticket Last Updated) Day of week (Sun-Sat) that ticket was last updated
Attribute Day of Year (Ticket Last Updated) Day of year (1-365) that ticket was last updated
Attribute Month (Ticket Last Updated) Month (January-December) that ticket was last updated
Attribute Month of Quarter (Ticket Last Updated) Month of quarter (M1, M2, M3) that ticket was last updated
Attribute Month/Year (Ticket Last Updated) Month (January-December) and year that ticket was last updated
Attribute Quarter (Ticket Last Updated) Quarter (Q1-Q4) that ticket was last updated
Attribute Quarter/Year (Ticket Last Updated) Quarter (Q1-Q4) and year that ticket was last updated
Attribute Week (Mon-Sun) (Ticket Last Updated) Mon-Sun week of the year (W1-W52) that ticket was last updated
Attribute Week (Mon-Sun) of Qtr (Ticket Last Updated) Mon-Sun week of the quarter (W1-W14) that ticket was last updated
Attribute Week (Mon-Sun)/Year (Ticket Last Updated) Mon-Sun week (W1-W52) and year that ticket was last updated, i.e. W12 2014
Attribute Week (Sun-Sat) (Ticket Last Updated) Sun-Sat week of the year (W1-W52) that ticket was last updated
Attribute Week (Sun-Sat) of Qtr (Ticket Last Updated) Sun-Sat week of the quarter (W1-W14) that ticket was last updated
Attribute Week (Sun-Sat)/Year (Ticket Last Updated) Sun-Sat week (W1-W52) and year that ticket was last updated, i.e. W12 2014
Attribute Year (Ticket Last Updated) Year that ticket was last updated
Attribute (time) Date (Event) Date of a ticket event
Attribute (time) Date (Ticket Assigned) Date the ticket was most recently assigned
Attribute (time) Date (Ticket Created) Date created
Attribute (time) Date Due Date due
Attribute (time) Date Initially Assigned Date initially assigned
Attribute (time) Date Last Updated Date of the last ticket update; this includes any update to the ticket record, not just agent updates
Attribute (time) Date Solved Date solved
Attribute Date (Assignee Updated) Date assignee last updated ticket
Attribute Day of Month (Assignee Updated) Day of month (1-31) that assignee last updated ticket
Attribute Day of Quarter (Assignee Updated) Day of quarter (1-92) that assignee last updated ticket
Attribute Day of Week (Mon-Sun) (Assignee Updated) Day of week (Mon-Sun) that assignee last updated ticket
Attribute Day of Week (Sun-Sat) (Assignee Updated) Day of week (Sun-Sat) that assignee last updated ticket
Attribute Day of Year (Assignee Updated) Day of year (1-365) that assignee last updated ticket
Attribute Month (Assignee Updated) Month (January-December) that ticket assignee was updated
Attribute Month of Quarter (Assignee Updated) Month of quarter (M1, M2, M3) that assignee last updated ticket
Attribute Month/Year (Assignee Updated) Month (January-December) and year that assignee last updated ticket
Attribute Quarter (Assignee Updated) Quarter (Q1-Q4) that assignee last updated ticket
Attribute Quarter/Year (Assignee Updated) Quarter (Q1-Q4) and year that assignee last updated ticket
Attribute Week (Mon-Sun) (Assignee Updated) Mon-Sun week of the year (W1-W52) that assignee last updated ticket
Attribute Week (Mon-Sun) of Qtr (Assignee Updated) Mon-Sun week of the quarter (W1-W14) that assignee last updated ticket
Attribute Week (Mon-Sun)/Year (Assignee Updated) Mon-Sun week (W1-W52) and year that assignee last updated ticket, i.e. W12 2014
Attribute Week (Sun-Sat) (Assignee Updated) Sun-Sat week of the year (W1-W52) that assignee last updated ticket
Attribute Week (Sun-Sat) of Qtr (Assignee Updated) Sun-Sat week of the quarter (W1-W14) that assignee last updated ticket
Attribute Week (Sun-Sat)/Year (Assignee Updated) Sun-Sat week (W1-W52) and year that assignee last updated ticket, i.e. W12 2014
Attribute Year (Assignee Updated) Year that assignee last updated ticket
Attribute Date (Requester Updated) Date requester last updated ticket
Attribute Day of Month (Requester Updated) Day of month (1-31) that requester last updated ticket
Attribute Day of Quarter (Requester Updated) Day of quarter (1-92) that requester last updated ticket
Attribute Day of Week (Mon-Sun) (Requester Updated) Day of week (Mon-Sun) that requester last updated ticket
Attribute Day of Week (Sun-Sat) (Requester Updated) Day of week (Sun-Sat) that requester last updated ticket
Attribute Day of Year (Requester Updated) Day of year (1-365) that requester last updated ticket
Attribute Month (Requester Updated) Month (January-December) that requester last updated ticket
Attribute Month of Quarter (Requester Updated) Month of quarter (M1, M2, M3) that requester last updated ticket
Attribute Month/Year (Requester Updated) Month (January-December) and year that requester last updated ticket
Attribute Quarter (Requester Updated) Quarter (Q1-Q4) that requester last updated ticket
Attribute Quarter/Year (Requester Updated) Quarter (Q1-Q4) and year that requester last updated ticket
Attribute Week (Mon-Sun) (Requester Updated) Mon-Sun week of the year (W1-W52) that requester last updated ticket
Attribute Week (Mon-Sun) of Qtr (Requester Updated) Mon-Sun week of the quarter (W1-W14) that requester last updated ticket
Attribute Week (Mon-Sun)/Year (Requester Updated) Mon-Sun week (W1-W52) and year that requester last updated ticket
Attribute Week (Sun-Sat) (Requester Updated) Sun-Sat week of the year (W1-W52) that requester last updated ticket
Attribute Week (Sun-Sat) of Qtr (Requester Updated) Sun-Sat week of the quarter (W1-W14) that requester last updated ticket
Attribute Week (Sun-Sat)/Year (Requester Updated) Sun-Sat week (W1-W52) and year that requester last updated ticket i.e. W12 2014
Attribute Year (Requester Updated) Year that requester last updated ticket

Ticket events

The following objects relate to ticket events.

Ticket Updates

Object type Name Description
Attribute Comment Present Flag to indicate if a comment is included in the ticket update
Attribute Country The country from which the ticket update was initiated (based on the user's IP address)
Attribute Geo Pushpin The latitude and longitude from which the ticket update was initiated (based on the user's IP address)
Attribute Public Comment Flag to indicate whether the comment is public
Attribute Ticket Update The unique ID of the ticket update associated with an event
Attribute Ticket Update Via Channel through which the ticket update was made
Attribute Updater Role Role of the ticket updater
Attribute Public comment Flag to indicate if a comment is public or private
Attribute Updater Active Flag to indicate whether an updater has been deleted
Attribute Updater Timezone Timezone of ticket updater
Attribute Updater The ticket updater, which could be an agent, administrator, or end-user
Fact Ticket updated (minutes) Time of the ticket update in epoch minutes (the number of minutes since 01/01/1970)
Fact Updater ID (fact) Updater ID fact that can be used with the disconnected user filter
Fact Updater created (minutes) Time the updater was created

Ticket Text Field Changes

Object type Name Description
Attribute Text Field Specifies the system or custom text-based field in the dataset
Attribute Ticket Event Via Channel through which a text system or custom field event was updated
Attribute Ticket Text Field Change Identifier for every time a ticket text field is changed
Attribute [Text Field] New Value The new value of any system or custom text-based ticket field. For example, if a Ticket Status was changed from Open to Closed, this value would be Closed.
Attribute [Text Field] Previous Value The previous value of any custom ticket field of type drop-down, text or check box. For example, if a Ticket Status was changed from Open to Closed, this value would be Open.
Fact [Text Field] Duration in minutes Duration it took a text field to change, in minutes. Includes standard and custom fields.

Ticket Numeric Field Changes

Object type Name Description
Attribute Numeric Field Indicates the custom numeric field updated in the dataset
Attribute Numeric Field Event Via Channel through which a numeric custom field event was updated
Attribute Ticket Numeric Change Unique identifier for every time a ticket numeric field is changed
Fact Ticket Numeric Field Event (epoch minutes) Time a ticket field was updated in epoch minutes (the number of minutes since 01/01/1970)
Fact [Numeric Field] Fact duration in seconds Duration it took a text field to change, in seconds. Includes standard and custom fields.
Fact [Numeric Field] New value New value for a numerical field
Fact [Numeric Field] Old value Previous value for a numerical field

Organizations

The following objects relate to organizations.

Object type Name Description
Attribute Organization Labels:
  • Organization name -- The name of the organization
  • Organization ID -- Automatically assigned when creating organization
  • Organization URL -- The API URL of the organization
Attribute Organization Deleted Flag to indicate whether the organization is deleted
Attribute Organization Name The name of the organization
Fact Organization created (epoch minutes) The time the organization was created
Fact Organization updated (epoch minutes) The time the organization was updated
Attribute Date (Organization Updated) Date the organization was updated
Attribute Day of Month (Organization Updated) Day of month (1-31) that the organization was updated
Attribute Day of Quarter (Organization Updated) Day of quarter (1-92) that the organization was updated
Attribute Day of Week (Mon-Sun) (Organization Updated) Day of week (Mon-Sun) that the organization was updated
Attribute Day of Week (Sun-Sat) (Organization Updated) Day of week (Sun-Sat) that the organization was updated
Attribute Day of Year (Organization Updated) Day of year (1-365) that the organization was updated
Attribute Month (Organization Updated) Month (January-December) that the organization was updated
Attribute Month of Quarter (Organization Updated) Month of quarter (M1, M2, M3) that the organization was updated
Attribute Month/Year (Organization Updated) Month (January-December) and year that the organization was updated
Attribute Quarter (Organization Updated) Quarter (Q1-Q4) that the organization was updated
Attribute Quarter/Year (Organization Updated) Quarter (Q1-Q4) and year that the organization was updated
Attribute Week (Mon-Sun) (Organization Updated) Mon-Sun week of the year (W1-W52) that the organization was updated
Attribute Week (Mon-Sun) of Qtr (Organization Updated) Mon-Sun week of the quarter (W1-W14) that the organization was updated
Attribute Week (Mon-Sun)/Year (Organization Updated) Mon-Sun week (W1-W52) and year that the organization was updated, i.e. W12 2014
Attribute Week (Sun-Sat) (Organization Updated) Sun-Sat week of the year (W1-W52) that the organization was updated
Attribute Week (Sun-Sat) of Qtr (Organization Updated) Sun-Sat week of the quarter (W1-W14) that the organization was updated
Attribute Week (Sun-Sat)/Year (Organization Updated) Sun-Sat week (W1-W52) and year that the organization was updated, i.e. W12 2014
Attribute Year (Organization Updated) Year that the organization was updated
Attribute Date (Organization Created) Date that the organization was created
Attribute Day of Month (Organization Created) Day of month (1-31) that the organization was created
Attribute Day of Quarter (Organization Created) Day of quarter (1-92) that the organization was created
Attribute Day of Week (Mon-Sun) (Organization Created) Day of week (Mon-Sun) that the organization was created
Attribute Day of Week (Sun-Sat) (Organization Created) Day of week (Sun-Sat) that the organization was created
Attribute Day of Year (Organization Created) Day of year (1-365) that the organization was created
Attribute Month (Organization Created) Month (January-December) that the organization was created
Attribute Month of Quarter (Organization Created) Month of quarter (M1, M2, M3) that the organization was created
Attribute Month/Year (Organization Created) Month (January-December) and year that the organization was created
Attribute Quarter (Organization Created) Quarter (Q1-Q4) that the organization was created
Attribute Quarter/Year (Organization Created) Quarter (Q1-Q4) and year that the organization was created
Attribute Week (Mon-Sun) (Organization Created) Mon-Sun week of the year (W1-W52) that the organization was created
Attribute Week (Mon-Sun) of Qtr (Organization Created) Mon-Sun week of the quarter (W1-W14) that the organization was created
Attribute Week (Mon-Sun)/Year (Organization Created) Mon-Sun week (W1-W52) and year that the organization was created, i.e. W12 2014
Attribute Week (Sun-Sat) (Organization Created) Sun-Sat week of the year (W1-W52) that the organization was created
Attribute Week (Sun-Sat) of Qtr (Organization Created) Sun-Sat week of the quarter (W1-W14) that the organization was created
Attribute Week (Sun-Sat)/Year (Organization Created) Sun-Sat week (W1-W52) and year that the organization was created, i.e. W12 2014
Attribute Year (Organization Created) Year that the organization was created

Users

The following objects relate to users.

Object type Name Description
Attribute User Labels:
  • User name -- The name of the user
  • User ID -- Automatically assigned when creating user
  • User URL -- The API URL of the user
Attribute User Locale Labels:
  • Requester Locale Label -- The locale for the requester
  • User Locale -- The locale for the user
Attribute User Active Users that have been deleted will have the value false here
Attribute User External ID A unique id you can set on a user
Attribute User Is Moderator Designates whether this user has forum moderation capabilities
Attribute User Name The name of the user
Attribute User Role The Role of the user. Possible values: "end-user","agent", "admin"
Attribute User Time Zone The time zone of the user
Fact User created (epoch minutes) User time created in epoch minutes
Fact User last login (epoch minutes) User last login in epoch minutes
Attribute Day of Month (User Last Login) Day of month (1-31) that user last logged in
Attribute Day of Quarter (User Last Login) Day of quarter (1-92) that user last logged in
Attribute Day of Week (Mon-Sun) (User Last Login) Day of week (Mon-Sun) that user last logged in
Attribute Day of Week (Sun-Sat) (User Last Login) Day of week (Sun-Sat) that user last logged in
Attribute Day of Year (User Last Login) Day of year (1-365) that user last logged in
Attribute Month (User Last Login) Month (January-December) that user last logged in
Attribute Month of Quarter (User Last Login) Month of quarter (M1, M2, M3) that user last logged in
Attribute Month/Year (User Last Login) Month (January-December) and year that user last logged in
Attribute Quarter (User Last Login) Quarter (Q1-Q4) that user last logged in
Attribute Quarter/Year (User Last Login) Quarter (Q1-Q4) and year that user last logged in
Attribute Week (Mon-Sun) (User Last Login) Mon-Sun week of the year (W1-W52) that user last logged in
Attribute Week (Mon-Sun) of Qtr (User Last Login) Mon-Sun week of the quarter (W1-W14) that user last logged in
Attribute Week (Mon-Sun)/Year (User Last Login) Mon-Sun week (W1-W52) and year that the user last logged in, i.e. W12 2014
Attribute Week (Sun-Sat) (User Last Login) Sun-Sat week of the year (W1-W52) that user last logged in
Attribute Week (Sun-Sat) of Qtr (User Last Login) Sun-Sat week of the quarter (W1-W14) that user last logged in
Attribute Week (Sun-Sat)/Year (User Last Login) Sun-Sat week (W1-W52) and year that user last logged in, i.e. W12 2014
Attribute Year (User Last Login) Year that user last logged in
Fact User ID (fact) Automatically assigned when creating users
Fact User updated (epoch minutes) User time updated in epoch minutes (the number of minutes since 01/01/1970)
Attribute User Tag User tag value
Attribute User Tag Deleted flag Flag to indicate whether a tag was deleted from a user
Attribute UserTagID Unique identifier for a user and tag combination
Attribute User created at (Date) The date the user was created
Attribute Day of Month (User Created) Day of month (1-31) the user was created
Attribute Day of Quarter (User Created) Day of quarter (1-92) the user was created
Attribute Day of Week (Mon-Sun) (User Created) Day of week (Mon-Sun) the user was created
Attribute Day of Week (Sun-Sat) (User Created) Day of week (Sun-Sat) the user was created
Attribute Day of Year (User Created) Day of year (1-365) the user was created
Attribute Month (User Created) Month (January-December) the user was created
Attribute Month of Quarter (User Created) Month of quarter (M1, M2, M3) the user was created
Attribute Month/Year (User Created) Month (January-December) and year the user was created
Attribute Quarter (User Created) Quarter (Q1-Q4) the user was created
Attribute Quarter/Year (User Created) Quarter (Q1-Q4) and year the user was created
Attribute Week (Mon-Sun) (User Created) Mon-Sun week of the year (W1-W52) the user was created
Attribute Week (Mon-Sun) of Qtr (User Created) Mon-Sun week of the quarter (W1-W14) the user was created
Attribute Week (Mon-Sun)/Year (User Created) Mon-Sun week (W1-W52) and year the user was created, i.e. W12 2014
Attribute Week (Sun-Sat) (User Created) Sun-Sat week of the year (W1-W52) the user was created
Attribute Week (Sun-Sat) of Qtr (User Created) Sun-Sat week of the quarter (W1-W14) the user was created
Attribute Week (Sun-Sat)/Year (User Created) Sun-Sat week (W1-W52) and year the user was created, i.e. W12 2014
Attribute Year (User Created) Year the user was created
Attribute User last login at (Date) A time-stamp of the last time this user logged in to your instance of Zendesk Support
Attribute User updated at (Date) The time of the last update of the user
Attribute Day of Month (User Updated) Day of month (1-31) the user was updated
Attribute Day of Quarter (User Updated) Day of quarter (1-92) the user was updated
Attribute Day of Week (Mon-Sun) (User Updated) Day of week (Mon-Sun) the user was updated
Attribute Day of Week (Sun-Sat) (User Updated) Day of week (Sun-Sat) the user was updated
Attribute Day of Year (User Updated) Day of year (1-365) the user was updated
Attribute Month (User Updated) Month (January-December) the user was updated
Attribute Month of Quarter (User Updated) Month of quarter (M1, M2, M3) the user was updated
Attribute Month/Year (User Updated) Month (January-December) and year the user was updated
Attribute Quarter (User Updated) Quarter (Q1-Q4) the user was updated
Attribute Quarter/Year (User Updated) Quarter (Q1-Q4) and year the user was updated
Attribute Week (Mon-Sun) (User Updated) Mon-Sun week of the year (W1-W52) the user was updated
Attribute Week (Mon-Sun) of Qtr (User Updated) Mon-Sun week of the quarter (W1-W14) the user was updated
Attribute Week (Mon-Sun)/Year (User Updated) Mon-Sun week (W1-W52) and year the user was updated, i.e. W12 2014
Attribute Week (Sun-Sat) (User Updated) Sun-Sat week of the year (W1-W52) the user was updated
Attribute Week (Sun-Sat) of Qtr (User Updated) Sun-Sat week of the quarter (W1-W14) the user was updated
Attribute Week (Sun-Sat)/Year (User Updated) Sun-Sat week (W1-W52) and year the user was updated, i.e. W12 2014
Attribute Year (User Updated) Year the user was updated
Attribute User ID Automatically assigned when creating users

Disconnected dimensions

The following objects relate to disconnected dimensions.

Object type Name Description
Attribute Records of Timeline Unique identifier for each timeline record
Attribute (time) Timeline (Date) Disconnected date dimension that can be used to filter multiple date dimensions on a dashboard
Attribute User Filter

Disconnected user dimension that can be used to filter multiple definitions of a user on a dashboard

Attribute User Filter Role Disconnected user role dimension that can be used to filter multiple definitions of a user on a dashboard
Fact User ID Filter Disconnected user ID represented as a fact that can be used in a metric to filter multiple definitions of a user

Surveys

The following objects relate to customer surveys.

NPS Surveys

Object type Name Description
Attribute NPS Comment Open-ended feedback included in a net promoter score response
Attribute NPS Delivery ID Primary key for each net promoter score delivery
Attribute NPS Rating Rating as an attribute for each net promoter score rating
Attribute NPS Response ID Primary key for each net promoter score response
Attribute Records of NPS Surveys Unique identifier for each NPS survey record
Fact NPS delivered at (Date) Date NPS survey was delivered
Fact NPS rated at (Date) Date NPS survey was completed
Fact NPS rating Net promoter rating as a numeric value
Attribute Date (NPS Rated) Date of NPS rating
Attribute Day of Month (NPS Rated) Day of month (1-31) NPS was rated
Attribute Day of Quarter (NPS Rated) Day of quarter (1-92) NPS was rated
Attribute Day of Week (Mon-Sun) (NPS Rated) Day of week (Mon-Sun) NPS was rated
Attribute Day of Week (Sun-Sat) (NPS Rated) Day of week (Sun-Sat) NPS was rated
Attribute Day of Year (NPS Rated) Day of year (1-366) NPS was rated
Attribute Month (NPS Rated) Month (January-December) NPS was rated
Attribute Month of Quarter (NPS Rated) Month of quarter (M1, M2, M3) NPS was rated
Attribute Month/Year (NPS Rated) Month (January-December) and year NPS was rated
Attribute Quarter (NPS Rated) Quarter (Q1-Q4) NPS was rated
Attribute Quarter/Year (NPS Rated) Quarter (Q1-Q4) and year NPS was rated
Attribute Week (Mon-Sun) (NPS Rated) Mon-Sun week of the year (W1-W52) NPS was rated
Attribute Week (Mon-Sun) of Qtr (NPS Rated) Mon-Sun week of the quarter (W1-W14) NPS was rated
Attribute Week (Mon-Sun)/Year (NPS Rated) Mon-Sun week (W1-W52) and year NPS was rated, i.e. W12 2014
Attribute Week (Sun-Sat) (NPS Rated) Sun-Sat week of the year (W1-W52) NPS was rated
Attribute Week (Sun-Sat) of Qtr (NPS Rated) Sun-Sat week of the quarter (W1-W14) NPS was rated
Attribute Week (Sun-Sat)/Year (NPS Rated) Sun-Sat week (W1-W52) and year NPS was rated, i.e. W12 2014
Attribute Year (NPS Rated) Year NPS was rated

Satisfaction Surveys

Object type Name Description
Attribute Satisfaction Survey Change Unique identifier for every time a satisfaction score is changed
Attribute Satisfaction New Value New value of the satisfaction score after the update
Attribute Satisfaction Old Value Previous value of satisfaction score before the update
Fact Satisfaction duration Duration of customer satisfaction change in minutes

Ticket updater

The following objects relate to ticket updaters.

Object type Name Description
Attribute Updater Ticket updater
Attribute Updater Active Flag to indicate whether an updater has been deleted
Attribute Updater Role Role of the ticket updater
Attribute Updater Time Zone Time zone of ticket updater
Fact Updater created (epoch minutes) Time the updater was created
Attribute Date (Updater Created) Date the ticket updater was created
Attribute Day of Month (Updater Created) Day of month (1-31) the updater was created
Attribute Day of Quarter (Updater Created) Day of quarter (1-92) the updater was created
Attribute Day of Week (Mon-Sun) (Updater Created) Day of week (Mon-Sun) the updater was created
Attribute Day of Week (Sun-Sat) (Updater Created) Day of week (Sun-Sat) the updater was created
Attribute Day of Year (Updater Created) Day of year (1-365) the updater was created
Attribute Month (Updater Created) Month (January-December) the updater was created
Attribute Month of Quarter (Updater Created) Month of quarter (M1, M2, M3) the updater was created
Attribute Month/Year (Updater Created) Month (January-December) and year the updater was created
Attribute Quarter (Updater Created) Quarter (Q1-Q4) the updater was created
Attribute Quarter/Year (Updater Created) Quarter (Q1-Q4) and year the updater was created
Attribute Week (Mon-Sun) (Updater Created) Mon-Sun week of the year (W1-W52) the updater was created
Attribute Week (Mon-Sun) of Qtr (Updater Created) Mon-Sun week of the quarter (W1-W14) the updater was created
Attribute Week (Mon-Sun)/Year (Updater Created) Mon-Sun week (W1-W52) and year the updater was created, i.e. W12 2014
Attribute Week (Sun-Sat) (Updater Created) Sun-Sat week of the year (W1-W52) the updater was created
Attribute Week (Sun-Sat) of Qtr (Updater Created) Sun-Sat week of the quarter (W1-W14) the updater was created
Attribute Week (Sun-Sat)/Year (Updater Created) Sun-Sat week (W1-W52) and year the updater was created, i.e. W12 2014
Attribute Year (Updater Created) Year the updater was created
Fact Updater ID (fact) Updater ID fact that can be used with the disconnected user filter

Backlog history

The following objects relate to backlog history.

Object type Name Description
Attribute Backlog Ticket Type Ticket type for the historical backlog dataset
Attribute Backlog Group Ticket group for the historical backlog dataset
Attribute Backlog Priority Ticket priority for the historical backlog dataset
Attribute Backlog Brand Ticket brand for the historical backlog dataset
Attribute Backlog Status Ticket status for the historical backlog dataset
Attribute Backlog Via Ticket channel for the historical backlog dataset
Attribute Backlog Assignee Ticket assignee for the historical backlog dataset
Fact Backlog Ticket Age Ticket age in days of tickets for the historical backlog dataset
Fact Backlog Ticket Count Number of tickets for the historical backlog dataset
Fact Backlog Assignee ID (Fact) Backlog assignee ID fact that can be used with the disconnected user filter

SLAs

The following objects relate to SLAs.

Table 2.
Object type Name Description
Attribute SLA Business Hours The SLA metric is being measured in business hours
Attribute SLA Metric Which SLA metric is being measured (First Reply Time, Next Reply Time, Request Wait Time, or Agent Work Time)
Attribute SLA Metric Instance Which instance of the metric is being measured on the ticket
Attribute SLA Metric Status The status of the metric (Active, Achieved, Breached (Active), or Breached (Fulfilled)
Attribute SLA Policy The policy the ticket is being measured against

Calls

The following objects relate to Zendesk Talk calls.
Table 3.
Object type Name Description
Fact Call Leg Wrap-Up Time Total wrap-up time in seconds associated with the call leg. Customer legs are 0 seconds by default.
Fact Call Wait Time Number of seconds a customer waited to talk to an agent after being routed to their location.
Fact IVR Time Spent Time in seconds that was spent in IVR.
Fact Call Consultation Time Total consultations time in seconds for the call. The summation of values over any number of agent-to-agent consultations.
Fact IVR Hops The number of steps taken through the IVR menu
Fact Call Leg Duration The duration of the Call from beginning to end of that call leg
Fact Call Time to Answer Number of seconds between the customer first connecting to the system and the first conference with an agent. This does not include any repetitions, such as waiting after a transfer occurs.
Fact Call Minutes Billed Number of minutes that the call was billed for
Fact Call Hold Time Total number of seconds a call was put on hold from the customer's perspective
Fact Call Talk Time Time spent in conference with an agent. If the call is transferred, the time will include all agent conferences with the customer.
Fact Call Leg Talk Time Time spent talking, specific to Call Legs. Does not include any hold times for either Agent Call Legs or Customer Call Legs.
Fact Call Charge Charge associated to the call (see Talk pricing)
Fact Call Agent ID (Fact) The ID for the agent associated with the call leg
Attribute Call Call ID
Attribute Call Agent Agent associated with the call. If analyzing the entire call, this attribute will include all agents that had legs associated with the call.
Attribute Call Completion Status Completion status of the call. Shows whether the call was completed to an agent or to the voicemail versus if the call was abandoned before completion.
Attribute Call Direction Inbound or Outbound
Attribute Call Exceeded Queue Wait Time Indicates if the customer exceeded the set time limit waiting for the agent in the queue.
Attribute Call Leg Call Leg ID
Attribute Call Leg Available Via Agent answering via Browser or Phone
Attribute Call Leg Forwarded To If a call leg is associated with call forwarding, the number associated the call was routed to
Attribute Call Leg Number The order the call leg began in reference to the overall call. Customer legs are counted first, so each call will start with a value of one. Each additional agent leg that occurs on the call increments the value by one.
Attribute Call Leg Type The type of call leg
Attribute Call Leg Completion Status Indicates whether an agent declined an incoming call, if an agent missed the prompt to accept the incoming calls, or if the agent accepted it.
Attribute Call Leg Consultation From Indicates the ID of the agent who initiated a consultation with another agent. The value is applied to the first agent's call leg.
Attribute Call Leg Forwarded To The number the call was routed to, if associated with call forwarding.
Attribute Call Leg Transferred From The agent ID a transfer came from
Attribute Call Leg Transferred To The agent ID a transfer was sent to
Attribute Call Outside Business Hours Indicates if call was outside of business hours (true/false). Business hours vary depending on the schedules set (see Setting your business hours and holidays).
Attribute Call Phone Number The Zendesk phone number associated with the call
Attribute IVR Destination Group Destination group for call coming out of IVR
Attribute Records of Calls Indicates whether records of calls exist. Acts as a placeholder to permit other call values to be related in Insights.
Attribute Voicemail Indicates whether the call ended in voicemail
Attribute Voicemail Requested Indicates if the caller requested to be put through to voicemail
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