Zendesk Data Stream Parameters

The Zendesk plugin provides configurable data streams to fetch ticket information and metrics.

Each configurable data stream exposes a set of parameters that lets you filter the data you retrieve. The following information describes the available configurable data streams and their parameters in detail.

Omnichannel Engagements

Parameter
Description
Channel
Select the communication channel to filter customer engagements.
Timeframe column
Select the a date column from the engagements to apply the tile timeframe to. This allows you to filter results for engagements that will within that timeframe.

Ticket Query

Parameter
Description
Search query
Enter a Zendesk search query to return tickets for. See the Zendesk search query documentation for syntax reference.
Result type
Select how the query results are returned. Choose from:
  • List: All matching results are returned. This is the default option. You can then specify Columns to filter by.
  • Count: Returns a simple count based on the number of items matching the query.
  • Aggregate: Select a column by which to aggregate results, by specifying it in the Group by field.
Columns
Specify the columns to return. This helps to speed up the query if a large amount of results are returned.

Ticket Views

Parameter
Description
Result type
Select how the query results are returned. Choose from:
  • List: All matching results are returned.
  • Count: Returns a simple count based on the number of items matching the query.

Tickets & Metrics

Parameter
Description
Type
Choose one or more ticket types (e.g., Question, Incident, Problem, Task) to narrow down results.
Priority
Filter tickets by priority level (e.g., Low, Normal, High, Urgent).
Status
Select one or more ticket statuses (e.g., New, Open, Pending, On-hold, Solved, Closed).
Additional filters
Select from the following checkboxes to apply any extra filtering criteria:
  • Channel:
    Select one or more ticket submission channels (e.g., Email, Web form, API, Chat, Social media).
  • Requester:
    Filter tickets based on the customer (requester) who submitted them.
  • Assignee:
    Choose one or more Zendesk agents assigned to the ticket.
  • Organization:
    Filter by the organization associated with the ticket requester.
  • Group:
    Limit results to tickets assigned to one or more Zendesk groups.
  • Tags:
    Include or exclude tickets that contain specific tags.
Result type
Select how the query results are returned. Choose from:
  • List: All matching results are returned. This is the default option.
    You can then specify only the Columns you need, to speed up the query.
  • Count: Returns a simple count based on the number of items matching the query.
  • Aggregate: Select a column by which to aggregate results, by specifying it in the Group by field.
Columns (incl. Metrics)
Specify the columns to return. This helps to speed up the query if a large amount of results are returned.
Timeframe tab:
Column
Select the date field to apply the tile timeframe to.

Tickets & Metrics (Filter by Object)

Parameter
Description
Type
Choose one or more ticket types (e.g., Question, Incident, Problem, Task) to narrow down results.
Priority
Filter tickets by priority level (e.g., Low, Normal, High, Urgent).
Status
Select one or more ticket statuses (e.g., New, Open, Pending, On-hold, Solved, Closed).
Additional filters
Select from the following checkboxes to apply any extra filtering criteria:
  • Channel:
    Select one or more ticket submission channels (e.g., Email, Web form, API, Chat, Social media).
  • Requester:
    Filter tickets based on the customer (requester) who submitted them.
  • Assignee:
    Choose one or more Zendesk agents assigned to the ticket.
  • Organization:
    Filter by the organization associated with the ticket requester.
  • Group:
    Limit results to tickets assigned to one or more Zendesk groups.
  • Tags:
    Include or exclude tickets that contain specific tags.
Result type
Select how the query results are returned. Choose from:
  • List: All matching results are returned. This is the default option.
    You can then specify only the Columns you need, to speed up the query.
  • Count: Returns a simple count based on the number of items matching the query.
  • Aggregate: Select a column by which to aggregate results, by specifying it in the Group by field.
Columns (incl. Metrics)
Specify the columns to return. This helps to speed up the query if a large amount of results are returned.
Timeframe tab:
Column
Select the date field to apply the tile timeframe to.

Voice Call Summary

Parameter
Description
Columns
Specify the columns to return. This helps to speed up the query is a large amount of results are returned.

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