Zendesk · Schema
Zendesk Ticket
A Zendesk Support ticket representing a customer service request. Tickets are the core entity in Zendesk Support, capturing the communication between a customer and support agents. Each ticket has a lifecycle from creation through resolution, with statuses, priorities, assignees, and a full audit trail of changes and comments.
ChatCRMHelp CenterSellSupportT1TalkTicketingTickets
Properties
| Name | Type | Description |
|---|---|---|
| id | integer | Automatically assigned unique identifier for the ticket. |
| url | string | The API URL of the ticket resource. |
| external_id | stringnull | An optional ID from an external system used to link the ticket to records outside Zendesk. |
| type | stringnull | The classification of the ticket. 'problem' tickets can have linked 'incident' tickets. 'task' tickets support due dates. |
| subject | string | The subject line of the ticket, typically a brief summary of the issue. |
| raw_subject | string | The original subject as entered by the requester, before any processing by Zendesk. |
| description | string | The first comment on the ticket, set at creation time. Read-only after the ticket is created. |
| priority | stringnull | The urgency level of the ticket. |
| status | string | The current state of the ticket in its lifecycle. |
| recipient | stringnull | The original recipient email address of the ticket. |
| requester_id | integer | The ID of the user who requested the ticket (the customer). |
| submitter_id | integer | The ID of the user who submitted the ticket. Can differ from the requester when an agent creates a ticket on behalf of a customer. |
| assignee_id | integernull | The ID of the agent currently assigned to the ticket. |
| organization_id | integernull | The ID of the organization associated with the ticket. |
| group_id | integernull | The ID of the agent group assigned to the ticket. |
| collaborator_ids | array | IDs of users currently CC'd on the ticket. |
| follower_ids | array | IDs of agents currently following the ticket for internal notifications. |
| email_cc_ids | array | IDs of agents or end users currently CC'd on the ticket via email. |
| forum_topic_id | integernull | The ID of the associated community forum topic, if the ticket originated from a forum post. |
| problem_id | integernull | For incident tickets, the ID of the problem ticket this incident is linked to. |
| has_incidents | boolean | Whether this problem ticket has associated incident tickets. |
| is_public | boolean | Whether the ticket has any public-facing comments. |
| due_at | stringnull | The due date for task-type tickets, in ISO 8601 format. |
| tags | array | Tags applied to the ticket for categorization and routing. |
| custom_fields | array | Custom field values set on the ticket. |
| satisfaction_rating | objectnull | The satisfaction rating left by the customer, if any. |
| sharing_agreement_ids | array | IDs of sharing agreements used for the ticket. |
| custom_status_id | integernull | The ID of the custom ticket status, if custom statuses are enabled. |
| followup_ids | array | IDs of follow-up tickets created from this closed ticket. |
| ticket_form_id | integernull | The ID of the ticket form used for this ticket. |
| brand_id | integernull | The ID of the brand associated with this ticket. |
| allow_channelback | boolean | Whether channelback is enabled for this ticket. |
| allow_attachments | boolean | Whether the ticket allows file attachments. |
| from_messaging_channel | boolean | Whether the ticket originated from a messaging channel. |
| via | object | How the ticket was created (e.g., web, email, API, chat). |
| created_at | string | When the ticket was created, in ISO 8601 format. |
| updated_at | string | When the ticket was last updated, in ISO 8601 format. |