Zendesk activities and attributes

This page lists default Zendesk activities that are added to your Ortto account after integrating Ortto with Zendesk when adding Zendesk as a data source.

New user added

New user added is generated when a Zendesk end user (contact) is added to your Zendesk account.

Attribute	Field type	Description
External ID	Text (string)	A unique identifier from another system for the Zendesk contact.
Name	Text (string)	The Zendesk contact’s name.
Email	Text (string)	The Zendesk contact’s primary email address.
Phone	Text (string)	The Zendesk contact’s primary phone number.

Satisfaction score changed, Ticket created, Ticket status changed

These satisfaction and ticket activities allow you to view the key details of a satisfaction score change, ticket or ticket status, including requester and assignee details, priority and status.

Most of the default attributes within this activity are derived from Zendesk, with others managed internally by Ortto or a part of its CDP.

Attribute	Field type	Description
Country	Geo	An internal geographical data object set by Ortto representing the Zendesk conversation’s country of origin.
Region	Geo	An internal geographical data object set by Ortto representing the Zendesk conversation’s region.
City	Geo	An internal geographical data object set by Ortto representing the Zendesk conversation’s city of origin.
External ID	Text	A unique identifier from another system for the Zendesk contact.
Via	Text	The via object tells you how or why an action or event was created.
Status	Text	The state of the ticket. If your Zendesk account has activated custom ticket statuses, this is the ticket’s status category. Values can be: "new", "open", "pending", "hold", "solved", or "closed".
Priority	Text	The urgency with which the ticket should be addressed. Values can be: "urgent", "high", "normal", or "low".
Ticket type	Text	The type of the ticket. Values can be: "problem", "incident", "question", or "task".
Title	Text	The Zendesk ticket’s title.
Body	Long text	The Zendesk ticket’s body text
Assignee email	Email	The email address of the agent the Zendesk ticket is assigned to.
Assignee name	Text	The name of the agent the Zendesk ticket is assigned to.
Assignee first name	Text	The first name of the agent the Zendesk ticket is assigned to.
Assignee last name	Text	The last name of the agent the Zendesk ticket is assigned to.
Requester email	Email	The email address of the Zendesk contact who requested the ticket.
Requester name	Text	The name of the Zendesk contact who requested the ticket.
Requester first name	Text	The first name of the Zendesk contact who requested the ticket.
Requester last name	Text	The last name of the Zendesk contact who requested the ticket.
Tags	Text list	The array of tags applied to the Zendesk ticket.
Satisfaction score	Text	The satisfaction rating of the ticket, if it exists, or the state of satisfaction: "offered", "unoffered", or null.
Satisfaction comment	Text	The comment received with the satisfaction rating, if available.