Expected Zendesk data

Last update: July 25, 2023

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After you have connected your Zendesk account, you can use the Data Warehouse Manager to easily track relevant data fields for analysis.

This topic explores the main data tables that you can import from Zendesk into Adobe Commerce Intelligence, including links to additional documentation about Zendesk data.

Table nameDescription
AuditsThe Audits table records activity associated with a ticket, including status changes and both customer and agent responses. This table includes a ticket id which links back to the Tickets table, which allows you to analyze the time to first response and time to resolution for each ticket.
Audit_~\_EventsThe audit_~\_events table is the child of the audits table and records additional details of a ticket event.
OrganizationsThe Organizations table records company information about your end-users such as the name, ID, associated domain names, tags, and any custom fields.
TicketsThe Tickets table records all ticket details, including the created_at timestamp and the requester\_id and assignee\_id, which allows you to link a ticket to an end-user and agent in the Users table respectively.
Ticket_~\_FieldsThe ticket fields table contains information about the basic text fields and custom ticket fields in your account. Attributes of this table include the field ID, URL, type, title, description, position, requirement setting, agent and end-user-specific information, and creation and update information.
UsersThe Users table includes all details on end-users and agents, including the individual’s name and email. This allows you to analyze both the engagement of your end-users and the performance of your agents.
Zendesk\_GroupsGroups are how agents are organized in your Zendesk account. The Groups table records information such as the group ID, URL, name, and creation and update information.
Zendesk\_MacroMacros are actions defined by you that modify the values of a ticket’s fields. This table contains attributes such as the macro’s title, ID, actions, restrictions, and creation and update information.
Zendesk\_TagsThe Tags table contains a list of all the tags in your account.
Zendesk\_Ticket\_MetricsThis table contains data about ticket metrics. Fields include the ticket ID, URL, and the number of groups, assignees, reopens, replies, reply time (in minutes), full resolution time, and last update (for example, status, assignee, or requester) information.
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