Tickets
To View the Tickets in Zoho Desk
Columns
| Name | Type | ReadOnly | References | Description |
| Id [KEY] | String | True |
ID of the ticket | |
| AssigneeFirstName | String | True |
First name of the assigned agent | |
| AssigneeLastName | String | True |
Last name of the assigned agent | |
| ContactAccountName | String | True |
Name of the contact's account | |
| ContactFirstName | String | True |
First name of the contact | |
| ContactLastName | String | True |
Last name of the contact | |
| DepartmentName | String | True |
Name of the department handling the ticket | |
| SourceAppName | String | True |
Source Name of the application which created the channel | |
| Subject | String | False |
Subject of the ticket | |
| AssigneeEmail | String | True |
Email address of the assigned agent | |
| ContactEmail | String | True |
Email address of the contact | |
| String | False |
Email ID in the ticket. Either ContactId or Email is required by the API when creating a ticket. | ||
| Status | String | False |
Status of the ticket. Includes the custom statuses configured in your help desk portal. | |
| StatusType | String | True |
Type of ticket resolution status.The values supported are OPEN and ON HOLD and CLOSED. | |
| ContactType | String | True |
Type of the contact | |
| SourceType | String | True |
Type of the source channel | |
| Priority | String | False |
Priority of the ticket | |
| CreatedTime | Datetime | True |
Time of creating the ticket | |
| ModifiedTime | Datetime | True |
Time of creating the ticket | |
| Category | String | False |
Category of the ticket | |
| Description | String | False |
Description in the ticket | |
| SubCategory | String | False |
Subcategory of the ticket | |
| AssigneeId | String | False |
Unique identifier of the assigned agent | |
| AssigneePhotoURL | String | True |
URL of the assigned agent's profile photo | |
| Channel | String | False |
Channel through which the ticket originated. | |
| ChannelCode | String | True |
Code of the ticket's source channel | |
| ClosedTime | Datetime | True |
Timestamp when the ticket was closed | |
| CommentCount | Long | True |
Total number of comments on the ticket | |
| ContactAccountId | String | True |
Unique identifier of the contact's account | |
| ContactAccountWebsite | String | True |
Website URL of the contact's account | |
| ContactId | String | False |
ID of the contact who raised the ticket. Either ContactId or Email is required by the API when creating a ticket. | |
| ContactMobile | String | True |
Mobile phone number of the contact | |
| ContactPhone | String | True |
Phone number of the contact | |
| CustomerResponseTime | Datetime | True |
Time when the customer last responded | |
| DepartmentId | String | False |
ID of the department to which the ticket belongs | |
| DueDate | Datetime | False |
Due date for resolving the ticket | |
| IsArchived | Boolean | True |
Indicates whether the ticket has been archived | |
| IsRead | Boolean | True |
Indicates whether the ticket has been read | |
| IsSpam | Boolean | True |
Indicates whether the ticket is marked as spam | |
| LastThread | String | True |
Content of the most recent thread in the ticket | |
| LayoutId | String | False |
Unique identifier of the ticket layout | |
| OnholdTime | Datetime | True |
Timestamp when the ticket was placed on hold | |
| Phone | String | False |
Phone number in the ticket | |
| ProductId | String | False |
ID of the product to which the ticket is mapped | |
| Resolution | String | False |
Resolution notes recorded in the ticket | |
| ResponseDueDate | Datetime | True |
Date on or before which a response must be sent for the ticket | |
| Sentiment | String | True |
Sentiment analysis result of the ticket content | |
| SourceAppPhotoURL | String | True |
Source Photo URL of the application which created the channel. | |
| SourceExtensionId | String | True |
Source External ID of the thread | |
| SourcePermalink | String | True |
Permalink of the entity. Which is a URL to access the entity in the source channel. | |
| Team | String | True |
Team information assigned to the ticket | |
| TeamId | String | False |
ID of the team assigned to resolve the ticket | |
| ThreadCount | Long | True |
Number of threads associated in the ticket | |
| TicketNumber | Long | True |
Sequential number assigned to the ticket | |
| WebUrl | String | True |
Web URL to access the ticket in the portal |
Pseudocolumns
Pseudocolumn fields are used in the WHERE clause of SELECT statements and offer more granular control over the data returned from the data source.
| Name | Type | Description |
| FilterAssignee | String |
Filters tickets by assignee. Values allowed are Unassigned or a valid assigneeId. Multiple assigneeIds can be passed as comma-separated values. |
| Include | String |
Include |
| ReceivedInDays | Integer |
Fetches recent tickets, based on customer response time The allowed values are 15, 30, 90. |