Data processed by the Zendesk integrations | Geckoboard Help Center
Data processed by the Zendesk integrations
When a connection to Zendesk is made and to be able to create key support metrics the following data is processed
May 23, 2024
Security and Privacy are top concerns for us. Over a thousand customers trust us with their Zendesk data, and Geckoboard takes this responsibility seriously.
We comply with rigorous security measures to ensure customer data is always protected. We also adhere to the “data minimization” principle, limiting information collection (particularly personal information) to what is directly relevant and necessary to accomplish the specified purpose: displaying your key support metrics.
The only personal information we process is agent names. No end-user information is processed, besides the requester name and organization they belong to. Personal and/or sensitive information is usually contained within the ticket’s content (the attachments, comments and notes), none of which are processed by our integrations.
The specific pieces of information stored by our integration are:
Agents
|
|
| id |
identifier |
| default_group_id |
identifier |
| active |
boolean |
| name |
text |
Agent group memberships
|
|
| agent_id |
identifier |
| group_id |
identifier |
Brands
|
|
| id |
identifier |
| name |
text |
| active |
boolean |
Groups
|
|
| id |
identifier |
| name |
text |
| active |
boolean |
Organizations
Satisfaction ratings
|
|
| id |
identifier |
| ticket_id |
identifier |
| comment |
text |
| created_at |
timestamp |
| score |
text |
SLA policies
SLA events
|
|
| instance_id |
identifier |
| ticket_id |
identifier |
| sla_id |
identifier |
| metric |
text |
| applied_at |
timestamp |
| breached_at |
timestamp |
| fulfilled_at |
timestamp |
Tickets
|
|
| id |
identifier |
| assignee_id |
identifier |
| brand_id |
identifier |
| group_id |
identifier |
| organization_id |
identifier |
| channel |
text |
| created_at |
timestamp |
| updated_at |
timestamp |
| solved_at |
timestamp |
| agent_wait_time |
number |
| first_reply_time |
number |
| first_resolution_time |
number |
| full_resolution_time |
number |
| on_hold_time |
number |
| requester_wait_time |
number |
| next_sla_breach_at |
timestamp |
| next_sla_breach_metric |
text |
| priority |
text |
| replies |
number |
| requester |
text |
| satisfaction_rating_id |
identifier |
| satisfaction_rating_score |
number |
| subject |
text |
| tags |
text[] |
| type |
text |
Ticket custom fields
|
|
| id |
identifier |
| ticket_id |
identifier |
| values |
text[] |
Ticket updates
|
|
| id |
identifier |
| ticket_id |
identifier |
| updater_id |
identifier |
| comment_type |
text |
| timestamp |
timestamp |