Overview
This table contains all tickets from Zendesk, a customer service software platform that we use to manage support tickets and customer interactions.
For more information about Zendesk, see the Internal Job Zendesk API documentation.
Key Concepts
Tickets
A ticket represents a conversation between a customer and the support team and contains metadata about the ticket and the customer.
Tags and Categorization
Tickets are organized using: - Support typology (native and professional) - Technical categories - Fraud detection flags - Priority levels
User_id
- We use the email address of the customer to link it to the user_id if any.
Technical Partner
- The technical partner is a tag that is aposed by the support team to flag B2B interractions with API.
Typology
- The typology is a tag that is aposed by the support team to flag the type of support requested by the customer.
- Each ticket can have multiple typologies. We export only native and pro typologies.
Table description
| name | data_type | description |
|---|---|---|
| ticket_id | The unique identifier for each Zendesk ticket. | |
| ticket_created_date | The date when the Zendesk ticket was created. | |
| ticket_created_at | The timestamp when the Zendesk ticket was created. | |
| ticket_updated_at | The timestamp when the Zendesk ticket was last updated. | |
| ticket_level | The level of the Zendesk ticket. | |
| ticket_status | The status of the Zendesk ticket. | |
| recipient | The recipient of the Zendesk ticket. (pro or app) | |
| user_id | Unique identifier for a user. | |
| technical_partner | The technical partner name. | |
| zendesk_typology_support_pro | Ticket typology for pro support. | |
| zendesk_typology_support_native | Ticket typology native support. |