Zendesk: Most-used fields

Indicates whether this field or entity is currently available and in use.

An alternate name or identifier for a user, often displayed to end-users.

Indicates whether agents have permission to add attachments to a comment within a ticket.

Indicates if channelback functionality is enabled for a ticket, allowing replies to be sent back to the original channel.

The ID of the agent currently assigned to the ticket.

The ID of the brand associated with the ticket.

A boolean value indicating whether the user is restricted to only interacting via chat channels.

The IDs of users currently copied (CC'ed) on the ticket, indicating who is collaborating on the ticket.

Timestamp indicating when the record was created.

The date when the record was created.

A custom data point defined by the user in Zendesk, such as a custom ticket field, user field, or organization field. The numerical suffix represents the unique identifier of that specific custom field.

The ID of a custom role assigned to a user.

The ID of the custom ticket status applied to the ticket.

A field that captures a date value.

The unique identifier of the user's default group.

A description of the SLA policy or general details about an organization.

Any additional information or details about the organization.

The due date for a ticket of type 'task', formatted in ISO 8601.

The email address of the user.

The IDs of agents or end-users who are currently email CC recipients on the ticket.

An encoded string representing the ticket's unique identifier.

A unique identifier from an external system used to link Zendesk records to external records.

The IDs of agents who are currently following the ticket, indicating their interest in its progress.

This field contains a list of IDs for tickets that were created as follow-ups from the current ticket. These IDs become visible once the original ticket is closed.

The ID of the forum topic from which a ticket originated, if applicable.

Indicates if the ticket's 'via' type is a messaging channel.

A Unix timestamp representing the most accurate reading of when the record was last updated, including system updates.

The ID of the group a ticket is assigned to, or the ID of a group associated with an organization.

Indicates if a problem-type ticket has one or more incidents linked to it.

The IANA (Internet Assigned Numbers Authority) time zone designation for a user or account.

The unique identifier automatically assigned when a record is created.

Indicates whether the user has the role of a billing administrator.

Indicates if a comment or thread is visible to the ticket requester (public) or only to agents (private).

Timestamp indicating when the user last logged into their account.

The date when the user last logged into their account.

The locale of a user or the language setting for displaying dynamic content variants.

The unique identifier for the language and region (locale) setting for a user or an account.

A boolean value indicating whether the user has forum moderation capabilities within Zendesk.

The full name of the user or the unique name of the organization.

Any additional notes about the user or organization.

Indicates whether the user can only create private comments on tickets.

The ID of the organization associated with the requester or ticket.

The primary phone number of the user.

An object representing the user's profile picture as an attachment.

The MIME type of the user's profile picture.

The URL to access the content of the user's profile picture.

Indicates if the user's profile picture has been deleted.

The file name of the user's profile picture.

The height of the user's profile picture in pixels.

The ID of the user's profile picture attachment.

Indicates if the user's profile picture is displayed inline.

The mapped URL to access the content of the user's profile picture.

The file size of the user's profile picture in bytes.

The MIME type of a specific thumbnail for the user's profile picture.

The URL to access the content of a specific thumbnail for the user's profile picture.

Indicates if a specific thumbnail for the user's profile picture has been deleted.

The file name of a specific thumbnail for the user's profile picture.

The height of a specific thumbnail for the user's profile picture in pixels.

The ID of a specific thumbnail for the user's profile picture.

Indicates if a specific thumbnail for the user's profile picture is displayed inline.

The mapped URL to access the content of a specific thumbnail for the user's profile picture.

The file size of a specific thumbnail for the user's profile picture in bytes.

The URL of a specific thumbnail for the user's profile picture.

The width of a specific thumbnail for the user's profile picture in pixels.

The URL of the user's profile picture.

The width of the user's profile picture in pixels.

The urgency level of the ticket, such as 'urgent', 'high', 'normal', or 'low'.

For 'incident' type tickets, the ID of the linked problem ticket.

The unprocessed or original subject line of a ticket.

The original recipient email address of the ticket; notifications are sent from this address.

A compiled report in CSV format, containing various Zendesk support ticket workflow data such as tickets, ticket metrics, ticket metric events, user details, organizations, ticket audits, and satisfaction ratings.

The ID of the user who requested the ticket.

Indicates if the user has a restricted agent role.

This field indicates the type of object returned by a search query, such as 'ticket', 'organization', 'user', or 'group'. It helps identify the specific resource found in the search results.

The role of the user, such as 'end-user', 'agent', or 'admin'.

An integer representing the type of role assigned to a user (e.g., 0 for custom agent, 4 for admin, 5 for billing admin).

The comment provided by the user when submitting a satisfaction rating.

The ID of the satisfaction rating.

The reason provided for a negative satisfaction rating.

The ID of the reason provided for a negative satisfaction rating.

The score of the satisfaction rating, such as 'good', 'bad', 'offered', or 'unoffered'.

Indicates whether the user account is shared from a different Zendesk Support instance through ticket sharing agreements.

Indicates whether the user is a shared agent from another Zendesk account.

Indicates whether the user's phone number is shared.

The agent's signature, often appended to outgoing communications.

The current state category of the ticket, such as 'new', 'open', 'pending', 'hold', 'solved', or 'closed'.

The subject line of the ticket, often provided by the requester.

The ID of the user who submitted or created the ticket.

This field specifies the type of entity that provided support for a ticket. Possible values are 'agent' for human support or 'ai_agent' for artificial intelligence-driven support.

Indicates if a user's account is suspended.

Provides details about why a ticket or user was suspended, including the cause and any associated error messages.

Details about the specific communication channels from which a user has been suspended in Zendesk. This indicates if a user is restricted from interacting via channels such as messaging, email, or other supported communication methods.

An array of string labels or keywords associated with the ticket, used for categorization and management.

The ID of the ticket form rendered for the ticket.

This field defines the access restrictions for a user concerning ticket visibility. It controls which tickets a user, especially an end-user, can view or interact with within Zendesk Support, such as limiting access to only their own tickets, tickets within their organization, or all tickets.

The time zone of the user, as an offset from UTC.

Indicates whether two-factor authentication (2FA) is enabled for the user's account.

The type of the ticket (e.g., 'problem', 'incident', 'question', 'task'), the type of metric event, or the type of the ticket field.

Timestamp indicating when the record was last updated.

The date when the record was last updated.

The API URL for this resource.

The channel through which the ticket or event originated, e.g., 'web', 'email', 'rule', 'suspended_ticket'.

The email address from which the ticket originated.

The unique identifier of the brand from which the ticket originated. Zendesk allows multiple brands within a single account, and this field specifies the brand associated with the ticket's creation source.

The communication channel from which the ticket originated, such as email, web, or chat. This is part of the 'via' object, which provides context on how an action or event was created.

The Facebook ID from which the ticket originated.

The formatted phone number from which the ticket originated.

The name associated with the source from which the ticket originated.

The phone number from which an inbound phone call ticket originated. This field is part of the 'via' object, which details the channel through which a ticket or event was created.

The profile URL associated with the source from which the ticket originated.

The name of the specific instance of an integration service that initiated or contributed to a ticket event or update. This field is part of the 'via' object, which describes the origin of a ticket or event.

A unique identifier assigned by an external system to a specific integration service registered within Zendesk. This ID facilitates tracking and correlating data between the external system and the Zendesk Integration Services (ZIS) platform.

The name of the integration service, as registered with Zendesk, that was the source of a ticket event or update. This is part of the 'via' object, providing context on how the event originated.

A boolean indicator that is true if the integration service originating the ticket event or update supports 'channelback,' meaning it can send agent replies from Zendesk back to the original external service or channel.

A boolean indicator that is true if the integration service originating the ticket event or update supports 'clickthrough,' allowing agents to click links within Zendesk tickets to view the original external resource in the source system.

The subject or title of the ticket as it was provided by the original source or channel during the ticket's creation. This provides context about the initial inquiry before any potential modifications.

The ID of the original ticket if this ticket was created as a follow-up, indicating the parent ticket from which it originated. This is part of the 'via' object which provides context on how an action or event was created.

The Twitter ID from which the ticket originated.

The username from which the ticket originated.

The relationship type of the source, e.g., 'trigger', 'suspended_ticket'.

The email address to which the ticket was sent.

The brand ID associated with the destination of the ticket.

The Facebook ID to which the ticket was sent.

The formatted phone number to which the ticket was sent.

The name associated with the destination of the ticket.

The phone number to which an outbound phone call ticket was directed. This field is part of the 'via' object, detailing the channel through which a ticket or event was created.

The profile URL associated with the destination of the ticket.

The Twitter ID to which the ticket was sent.

The username to which the ticket was sent.