Tables and columns

A datasource can include up to eight tables. Power BI shows only the ones you ticked when you created the datasource.

How to read the columns

• Column names are the same as in Zendesk’s own API, such as created_at or assignee_id.
• IDs are whole numbers. Columns ending in _id point to a row in another table, marked → below.
• Dates and times include the time zone.
• Tags in the main tables come as one text value, separated by commas. To filter or group by tag, use the tag tables instead.
• Every column is always there. If a ticket has no value, the cell is empty.

Tickets

One row per ticket that matches the datasource’s ticket filter. Key: id.

Column	Type	Notes
id	Int64	Ticket number
subject, raw_subject, description	Text
status, priority, type	Text
custom_status_id	Int64
requester_id, submitter_id, assignee_id	Int64	→ Users.id
organization_id	Int64	→ Organizations.id
group_id	Int64	→ Groups.id
brand_id, ticket_form_id, problem_id, forum_topic_id	Int64
external_id, recipient, url	Text
is_public, has_incidents, from_messaging_channel	True/false
satisfaction_score, satisfaction_comment	Text	unoffered means no survey was sent
via_channel	Text	The channel the ticket came in through
tags	Text	Comma-separated
due_at, created_at, updated_at	Date-time
one column per custom field	Varies	See Custom fields

Ticket metrics

Timings for each ticket that matches the filter. Key: ticket_id, one row per ticket. Tickets that Zendesk has no metrics for get no row.

Column	Type
ticket_id	Int64, → Tickets.id
metric_set_id	Int64
group_stations, assignee_stations, reopens, replies	Int32
assigned_at, initially_assigned_at, solved_at, assignee_updated_at, requester_updated_at, status_updated_at, latest_comment_added_at	Date-time
reply_time_…, first_resolution_time_…, full_resolution_time_…, agent_wait_time_…, requester_wait_time_…, on_hold_time_…	Int64, minutes
created_at, updated_at	Date-time

Each duration comes twice: _calendar_minutes and _business_minutes. Business minutes stay empty unless your Zendesk account has a business schedule.

Users

Every user in the account. The ticket filter doesn’t apply. Key: id.

id, name, email, role, active, suspended, verified, organization_id (→ Organizations.id), default_group_id (→ Groups.id), custom_role_id, external_id, alias, details, notes, phone, time_zone, iana_time_zone, locale, ticket_restriction, two_factor_auth_enabled, last_login_at, tags, created_at, updated_at.

role is end-user, agent or admin. Filter on it to split customers from agents.

Organizations

Every organization in the account. The ticket filter doesn’t apply. Key: id.

id, name, details, notes, external_id, group_id (→ Groups.id), shared_tickets, shared_comments, domain_names (comma-separated), tags, url, created_at, updated_at.

Groups

Every agent group in the account. The ticket filter doesn’t apply. Key: id.

id, name, description, is_default, deleted, is_public, url, created_at, updated_at.

Tag tables

One row per object and tag, so tags can be used as a slicer or an axis. Each table has two columns, and together they form the key.

Table	Columns	Ticket filter applies?
Ticket tags	ticket_id (→ Tickets.id), tag	Yes
User tags	user_id (→ Users.id), tag	No
Organization tags	organization_id (→ Organizations.id), tag	No

Linking the tables in Power BI

Power BI usually doesn’t link these tables on its own, because the column names differ (requester_id in one table, id in the other). Add the links yourself in Model view, by dragging one column onto the other:

From	To	Cardinality
Ticket metrics[ticket_id]	Tickets[id]	One to one
Ticket tags[ticket_id]	Tickets[id]	Many to one
Tickets[requester_id]	Users[id]	Many to one
Tickets[organization_id]	Organizations[id]	Many to one
Tickets[group_id]	Groups[id]	Many to one
User tags[user_id]	Users[id]	Many to one
Organization tags[organization_id]	Organizations[id]	Many to one

A ticket points to three users: requester, submitter and assignee. Power BI allows only one active link between two tables, so link requester_id to Users, and load Users a second time as an Agents table for assignee_id. The report template does exactly that.