Expected Zendesk data

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

In this article, we’ll explore the main data tables that you can import from Zendesk into Magento BI, including links to additional documentation about Zendesk data.

Table name Description
Audits The 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_~_Events The audit_~_events table is the child of the audits table and records additional details of a ticket event.
Organizations The organizations table records company information about your end-users such as the name, ID, associated domain names, tags, and any custom fields.
Tickets The tickets table records all ticket details, including the created_at timestamp as well as 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_~_Fields The ticket fields table contains information about the basic text fields as well as 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.
Users The 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 as well as the performance of your agents.
Zendesk_Groups Groups 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_Macro Macros 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_Tags The tags table contains a list of all the tags in your account.
Zendesk_Ticket_Metrics This table contains data about (you guessed it) 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 (status, assignee, requester, etc) information.