Elasticsearch Indexed Attributes
You can find a list of the main object attributes indexed by Elasticsearch (ES) below. In other words, if you wish to find a ticket, article, or user via the Zammad search box, ES can search in any of the fields below.
INFO
- This page lists Zammad's default object attributes which are indexed by ES. There are some more ES indexes, mainly about objects in the admin interface of Zammad. They are out of scope of this documentation.
- Attributes marked as SLA are only set if the ticket is affected by SLA calculation. Please note that some attributes may not be set if specific conditions are not met.
- Also note that some attributes may be reset to
nullif no longer applicable. - All timestamps provided by Zammad are UTC by default. This also applies to times provided by ES.
Overview
You can find details about each object attribute in the next section. In this section, you can get a quick overview about the most important objects and how they look as complete JSON output.
Show complete ticket structure Huge content ahead!
{
"owner_id": 14,
"create_article_sender_id": 2,
"first_response_diff_in_min": null,
"type": null,
"close_diff_in_min": null,
"mention_user_ids": [
13
],
"number": "36003",
"article_count": 3,
"time_unit": null,
"update_in_min": null,
"id": 3,
"state_id": 2,
"state": {
"next_state_id": null,
"note": null,
"active": true,
"created_at": "2025-03-21T10:34:03.945Z",
"default_create": false,
"state_type_id": 2,
"default_follow_up": true,
"updated_at": "2025-03-21T10:34:03.945Z",
"name": "open",
"updated_by_id": 1,
"id": 2,
"created_by_id": 1,
"ignore_escalation": false
},
"group": {
"follow_up_possible": "yes",
"note": null,
"follow_up_assignment": true,
"active": true,
"created_at": "2025-03-21T10:35:21.119Z",
"name_last": "Sales",
"shared_drafts": true,
"reopen_time_in_days": null,
"signature_id": null,
"updated_at": "2025-03-21T10:35:21.201Z",
"parent_id": null,
"email_address_id": 2,
"name": "Sales",
"updated_by_id": 3,
"id": 5,
"created_by_id": 3,
"assignment_timeout": null
},
"first_response_escalation_at": null,
"first_response_in_min": null,
"create_article_sender": {
"note": null,
"updated_at": "2025-03-21T10:34:04.414Z",
"name": "Customer",
"created_at": "2025-03-21T10:34:04.414Z",
"updated_by_id": 1,
"id": 2,
"created_by_id": 1
},
"first_response_at": null,
"close_escalation_at": null,
"priority": {
"note": null,
"ui_color": null,
"updated_at": "2025-03-21T10:34:04.118Z",
"ui_icon": null,
"name": "2 normal",
"active": true,
"created_at": "2025-03-21T10:34:04.118Z",
"updated_by_id": 1,
"id": 2,
"default_create": true,
"created_by_id": 1
},
"close_in_min": null,
"created_by": {
"country": "",
"note": "",
"firstname": "Evelyn",
"city": "",
"created_at": "2025-03-21T10:35:20.481Z",
"source": null,
"login": "evely.smith@midlandbank.biz",
"image_source": null,
"login_failed": 0,
"updated_at": "2025-03-21T10:35:26.861Z",
"web": "",
"street": "",
"id": 18,
"fax": "",
"department": null,
"vip": true,
"email": "evely.smith@midlandbank.biz",
"out_of_office": false,
"out_of_office_start_at": null,
"zip": "",
"image": "750e11f249cf115648932e3cbf17d6da",
"preferences": {
"keyboard_shortcuts_clues": true,
"intro": true,
"theme": "dark"
},
"address": null,
"last_login": null,
"mobile": "",
"verified": false,
"active": true,
"lastname": "Smith",
"out_of_office_end_at": null,
"out_of_office_replacement_id": null,
"phone": "",
"organization_id": 3,
"updated_by_id": 3,
"created_by_id": 3,
"fullname": "Evelyn Smith"
},
"article": [
{
"cc": null,
"internal": false,
"preferences": {},
"origin_by_id": null,
"type_id": 1,
"subject": "Order of 10 laptops XYX3000",
"created_at": "2025-03-21T08:55:27.109Z",
"message_id": null,
"ticket_id": 3,
"body": "Dear Morgan,\n\nhope you're doing fine! We are growing and have 10 new employees.\n\nTherefore we need 10 additional laptops (same as from our last order). Please let me know when they can be delivered.\n\nThanks! See you at your VIP customer event next week :-)\n\nEvelyn\n",
"sender_id": 2,
"in_reply_to": null,
"reply_to": null,
"content_type": "text/plain",
"updated_at": "2025-03-21T08:55:27.109Z",
"attachment": [],
"detected_language": null,
"from": "Evelyn Smith <evely.smith@midlandbank.biz>",
"updated_by_id": 18,
"id": 5,
"to": "sales@fastlane.inc",
"created_by_id": 18
},
{
"cc": null,
"internal": false,
"preferences": {},
"origin_by_id": null,
"type_id": 1,
"subject": null,
"created_at": "2025-03-21T09:58:27.163Z",
"message_id": null,
"ticket_id": 3,
"body": "Hello Evelyn,\n\n we have them in stock for the same price. I'll check with our logistics department when the items can be shipped and let you know.\n\n Best regards\n\n Morgan",
"sender_id": 1,
"in_reply_to": null,
"reply_to": null,
"content_type": "text/plain",
"updated_at": "2025-03-21T09:58:27.163Z",
"attachment": [],
"detected_language": null,
"from": "Morgan Reed via <sales@fastlane.inc>",
"updated_by_id": 14,
"id": 6,
"to": "Evelyn Smith <evely.smith@midlandbank.biz>",
"created_by_id": 14
},
{
"cc": null,
"internal": true,
"preferences": {},
"origin_by_id": null,
"type_id": 10,
"subject": null,
"created_at": "2025-03-21T10:02:27.190Z",
"message_id": null,
"ticket_id": 3,
"body": "Hi Ava,\n\nMidland Bank ordered 10x XYX3000. They want to know when it can be shipped. Be aware that we have the special shipment agreement, so it has to be forwarded by 'Hanson Freight'.\n\nThanks!\n\nMorgan",
"sender_id": 1,
"in_reply_to": null,
"reply_to": null,
"content_type": "text/html",
"updated_at": "2025-03-21T10:02:27.190Z",
"attachment": [],
"detected_language": null,
"from": "Morgan Reed <morgan@fastlane.inc>",
"updated_by_id": 14,
"id": 7,
"to": null,
"created_by_id": 14
}
],
"tags": [],
"update_escalation_at": null,
"last_owner_update_at": null,
"organization_id": 3,
"updated_by": {
"country": "",
"note": "",
"firstname": "Morgan",
"city": "",
"created_at": "2025-03-21T10:35:20.260Z",
"source": null,
"login": "morgan@fastlane.inc",
"image_source": null,
"login_failed": 0,
"updated_at": "2025-03-21T10:35:26.783Z",
"web": "",
"street": "",
"id": 14,
"fax": "",
"department": null,
"vip": false,
"email": "morgan@fastlane.inc",
"out_of_office": false,
"out_of_office_start_at": null,
"zip": "",
"image": "eafff35130fb15cda7008f93024e25bd",
"preferences": {
"keyboard_shortcuts_clues": true,
"notification_config": {
"matrix": {
"reminder_reached": {
"criteria": {
"subscribed": false,
"no": false,
"owned_by_me": true,
"owned_by_nobody": false
},
"channel": {
"online": true,
"email": true
}
},
"escalation": {
"criteria": {
"subscribed": false,
"no": false,
"owned_by_me": true,
"owned_by_nobody": false
},
"channel": {
"online": true,
"email": true
}
},
"create": {
"criteria": {
"subscribed": true,
"no": false,
"owned_by_me": true,
"owned_by_nobody": true
},
"channel": {
"online": true,
"email": true
}
},
"update": {
"criteria": {
"subscribed": true,
"no": false,
"owned_by_me": true,
"owned_by_nobody": true
},
"channel": {
"online": true,
"email": true
}
}
}
},
"intro": true,
"theme": "dark"
},
"address": null,
"last_login": null,
"mobile": "",
"verified": false,
"active": true,
"lastname": "Reed",
"out_of_office_end_at": null,
"out_of_office_replacement_id": null,
"phone": "",
"organization_id": 2,
"updated_by_id": 3,
"created_by_id": 3,
"fullname": "Morgan Reed"
},
"updated_by_id": 14,
"created_by_id": 18,
"update_diff_in_min": null,
"note": null,
"last_close_at": null,
"last_contact_agent_at": "2025-03-21T09:58:27.163Z",
"created_at": "2025-03-21T08:55:27.109Z",
"title": "Order of 10 laptops XYX3000",
"pending_time": null,
"priority_id": 2,
"last_contact_at": "2025-03-21T09:58:27.163Z",
"updated_at": "2025-03-21T10:35:27.222Z",
"checklist_id": null,
"escalation_at": "2025-03-21T09:55:27.110Z",
"last_contact_customer_at": "2025-03-21T08:55:27.109Z",
"owner": {
"country": "",
"note": "",
"firstname": "Morgan",
"city": "",
"created_at": "2025-03-21T10:35:20.260Z",
"source": null,
"login": "morgan@fastlane.inc",
"image_source": null,
"login_failed": 0,
"updated_at": "2025-03-21T10:35:26.783Z",
"web": "",
"street": "",
"id": 14,
"fax": "",
"department": null,
"vip": false,
"email": "morgan@fastlane.inc",
"out_of_office": false,
"out_of_office_start_at": null,
"zip": "",
"image": "eafff35130fb15cda7008f93024e25bd",
"preferences": {
"keyboard_shortcuts_clues": true,
"notification_config": {
"matrix": {
"reminder_reached": {
"criteria": {
"subscribed": false,
"no": false,
"owned_by_me": true,
"owned_by_nobody": false
},
"channel": {
"online": true,
"email": true
}
},
"escalation": {
"criteria": {
"subscribed": false,
"no": false,
"owned_by_me": true,
"owned_by_nobody": false
},
"channel": {
"online": true,
"email": true
}
},
"create": {
"criteria": {
"subscribed": true,
"no": false,
"owned_by_me": true,
"owned_by_nobody": true
},
"channel": {
"online": true,
"email": true
}
},
"update": {
"criteria": {
"subscribed": true,
"no": false,
"owned_by_me": true,
"owned_by_nobody": true
},
"channel": {
"online": true,
"email": true
}
}
}
},
"intro": true,
"theme": "dark"
},
"address": null,
"last_login": null,
"mobile": "",
"verified": false,
"active": true,
"lastname": "Reed",
"out_of_office_end_at": null,
"out_of_office_replacement_id": null,
"phone": "",
"organization_id": 2,
"updated_by_id": 3,
"created_by_id": 3,
"fullname": "Morgan Reed"
},
"preferences": {},
"group_id": 5,
"create_article_type": {
"note": null,
"updated_at": "2025-03-21T10:34:04.180Z",
"name": "email",
"active": true,
"created_at": "2025-03-21T10:34:04.180Z",
"updated_by_id": 1,
"id": 1,
"created_by_id": 1,
"communication": true
},
"create_article_type_id": 1,
"organization": {
"shared": true,
"note": "Financial industry; very good customer!",
"domain_assignment": false,
"updated_at": "2025-03-21T10:35:18.360Z",
"domain": "",
"name": "Midland Bank",
"active": true,
"created_at": "2025-03-21T10:35:18.360Z",
"updated_by_id": 1,
"id": 3,
"created_by_id": 1,
"vip": false
},
"close_at": null,
"customer_id": 18,
"customer": {
"country": "",
"note": "",
"firstname": "Evelyn",
"city": "",
"created_at": "2025-03-21T10:35:20.481Z",
"source": null,
"login": "evely.smith@midlandbank.biz",
"image_source": null,
"login_failed": 0,
"updated_at": "2025-03-21T10:35:26.861Z",
"web": "",
"street": "",
"id": 18,
"fax": "",
"department": null,
"vip": true,
"email": "evely.smith@midlandbank.biz",
"out_of_office": false,
"out_of_office_start_at": null,
"zip": "",
"image": "750e11f249cf115648932e3cbf17d6da",
"preferences": {
"keyboard_shortcuts_clues": true,
"intro": true,
"theme": "dark"
},
"address": null,
"last_login": null,
"mobile": "",
"verified": false,
"active": true,
"lastname": "Smith",
"out_of_office_end_at": null,
"out_of_office_replacement_id": null,
"phone": "",
"organization_id": 3,
"updated_by_id": 3,
"created_by_id": 3,
"fullname": "Evelyn Smith"
}
}Ticket
The following index contains below mentioned information: *_ticket
article
Array with all articles belonging to the ticket. See article section for details.
Example
[
{
"cc": null,
"internal": false,
"preferences": {},
"origin_by_id": null,
"type_id": 5,
"subject": null,
"created_at": "2025-02-24T14:23:57.868Z",
"message_id": null,
"ticket_id": 1,
"body": "Welcome!\n\n Thank you for choosing Zammad.\n\n You will find updates and patches at https://zammad.org/. Online\n documentation is available at https://zammad.org/documentation. Get\n involved (discussions, contributing, ...) at https://zammad.org/participate.\n\n Regards,\n\n Your Zammad Team\n ",
"sender_id": 2,
"in_reply_to": null,
"reply_to": null,
"content_type": "text/plain",
"updated_at": "2025-02-24T14:23:57.868Z",
"attachment": [],
"detected_language": null,
"from": "Nicole Braun <nicole.braun@zammad.org>",
"updated_by_id": 2,
"id": 1,
"to": null,
"created_by_id": 2
},
{
"cc": "",
"internal": true,
"preferences": {},
"origin_by_id": null,
"type_id": 10,
"subject": "",
"created_at": "2025-03-25T07:05:31.640Z",
"message_id": null,
"ticket_id": 1,
"body": "This is a note.",
"sender_id": 1,
"in_reply_to": "",
"reply_to": null,
"content_type": "text/html",
"updated_at": "2025-03-25T07:05:31.640Z",
"attachment": [],
"detected_language": null,
"from": "Test Admin",
"updated_by_id": 3,
"id": 217,
"to": "",
"created_by_id": 3
}
]article_count
Number of articles within the ticket.
Example: 1
checklist
Complete checklist structure and elements.
Example
{
"updated_at": "2025-03-20T06:41:52.113Z",
"name": "My checklist title",
"sorted_item_ids": [
"1",
"2"
],
"created_at": "2025-03-20T06:41:22.340Z",
"updated_by_id": 3,
"id": 1,
"created_by_id": 3,
"items": [
{
"updated_at": "2025-03-20T06:41:32.911Z",
"checklist_id": 1,
"checked": false,
"created_at": "2025-03-20T06:41:22.462Z",
"updated_by_id": 3,
"id": 1,
"text": "Checklist item 1",
"created_by_id": 3,
"ticket_id": null
},
{
"updated_at": "2025-03-20T06:41:38.832Z",
"checklist_id": 1,
"checked": false,
"created_at": "2025-03-20T06:41:34.669Z",
"updated_by_id": 3,
"id": 2,
"text": "Checklist item 2",
"created_by_id": 3,
"ticket_id": null
}
]
}close_at
First close time, set once. See last_close_at for the last close time (if ticket was reopened and closed again).
Example: "2025-03-20T06:48:46.438Z"
close_diff_in_min SLA
Depends on close_in_min and tells how many minutes the ticket was closed relative to SLAs solution time.
Examples: 239, -5
close_escalation_at SLA
Timestamp when the ticket would escalate in case solution time is violated.
Examples: null, "2025-02-03T15:50:20.673Z"
close_in_min SLA
Value in minutes for how long the ticket was open based on business hours.
Examples: null, 11
create_article_sender
Sender of the article (System, Agent, Customer)
Example
{
"note": null,
"updated_at": "2025-02-24T14:23:57.654Z",
"name": "Customer",
"created_at": "2025-02-24T14:23:57.654Z",
"updated_by_id": 1,
"id": 2,
"created_by_id": 1
}create_article_sender_id
ID of the user that created the article.
Examples: 1, 2
create_article_type
Information of first article of a ticket.
Example
{
"note": null,
"updated_at": "2025-02-24T14:23:57.541Z",
"name": "phone",
"active": true,
"created_at": "2025-02-24T14:23:57.541Z",
"updated_by_id": 1,
"id": 5,
"created_by_id": 1,
"communication": true
}create_article_type_id
ID of the type of the first article.
Example: 5
created_at
Timestamp of ticket creation.
Example: "2025-02-24T16:17:27.210Z"
created_by
Details of the user who created the ticket. Have a look at the user section for more information.
Example
{
"country": "",
"note": "",
"firstname": "Nicole",
"city": "",
"created_at": "2025-02-24T14:23:57.728Z",
"source": null,
"login": "nicole.braun@zammad.org",
"image_source": null,
"login_failed": 0,
"updated_at": "2025-03-17T08:44:56.809Z",
"web": "",
"street": "",
"id": 2,
"fax": "",
"department": "",
"vip": false,
"email": "nicole.braun@zammad.org",
"out_of_office": false,
"out_of_office_start_at": null,
"zip": "",
"image": null,
"preferences": {
"tickets_open": 2,
"lng": 0.8826302,
"tickets_closed": 0,
"lat": 49.6640647
},
"address": "Hauptstraße 100, 99999 Berlin",
"last_login": null,
"mobile": "",
"verified": false,
"active": true,
"lastname": "Braun",
"out_of_office_end_at": null,
"out_of_office_replacement_id": null,
"phone": "",
"organization_id": 1,
"updated_by_id": 3,
"created_by_id": 1,
"fullname": "Nicole Braun"
}created_by_id
ID of user who created the ticket.
Example: 3
customer
Details of the customer of the ticket. Have a look at the user section for more information.
customer_id
ID of customer who created the ticket.
Example: 8
escalation_at SLA
Timestamp of the next applicable escalation, independent of escalation type.
Examples: null, "2025-02-24T16:28:38.535Z"
first_response_at SLA
Timestamp of the first response to the customer (communication type).
Examples: null, "2025-02-24T16:28:38.303Z"
first_response_diff_in_min SLA
Depends on first_response_in_min and tells how many minutes the first response took relative to the first response time of your SLA.
Examples: null, 10, -6
first_response_in_min SLA
Value in minutes about how long the first response took based on the business hours.
Examples: null, 11
group
Details of the group of the ticket. Have a look at the group section for more information.
Example
{
"follow_up_possible": "yes",
"note": "Standard Group/Pool for Tickets.",
"follow_up_assignment": true,
"active": true,
"created_at": "2025-02-24T14:23:57.140Z",
"name_last": "Users",
"shared_drafts": true,
"reopen_time_in_days": null,
"signature_id": 1,
"updated_at": "2025-03-17T15:33:58.310Z",
"parent_id": null,
"email_address_id": 1,
"name": "Users",
"updated_by_id": 3,
"id": 1,
"created_by_id": 1,
"assignment_timeout": null
}group_id
ID of the current group
Example: 1
id
ID of the Ticket
Examples: 1, 111
last_close_at
Last close time, set on each closing of ticket.
Examples: null, "2025-02-03T14:50:20.673Z"
last_contact_agent_at
Timestamp of last communication type contact of any agent.
Examples: null, "2025-02-24T16:28:38.303Z"
last_contact_at
Timestamp of last contact/article of type communication, independent of who created it.
Examples: null, "2025-02-24T16:28:38.303Z"
last_contact_customer_at
Timestamp of last contact/article of type communication from customer.
Examples: null, "2025-02-24T16:28:38.303Z"
mention_user_ids
Array with user IDs of mentioned or subscribed users.
Examples: [3, 5], []
note
Note of ticket, only set via console or API.
Example: null
number
Ticket number.
Examples: 1010138, 202006231010138
organization
Details of the customer organization of the ticket. Have a look at the organization section for more information.
Example
{
"shared": true,
"note": "",
"domain_assignment": false,
"updated_at": "2025-03-21T11:48:59.609Z",
"domain": "",
"name": "Zammad Foundation",
"active": true,
"created_at": "2025-02-24T14:23:57.702Z",
"updated_by_id": 1,
"id": 1,
"created_by_id": 1,
"vip": false
}organization_id
ID of the customers organization of the ticket.
Examples: null, 2
owner
Details of the user who is owner of the ticket. Have a look at the user section for more information.
Example
{
"country": "",
"note": "",
"firstname": "Test",
"city": "",
"created_at": "2025-02-24T14:33:11.408Z",
"source": null,
"login": "admin@example.com",
"image_source": null,
"login_failed": 0,
"updated_at": "2025-03-20T06:38:44.504Z",
"web": "",
"street": "",
"id": 3,
"fax": "",
"department": null,
"vip": false,
"email": "admin@example.com",
"out_of_office": false,
"out_of_office_start_at": null,
"zip": "",
"image": null,
"preferences": {
"keyboard_shortcuts_clues": true,
"notification_config": {
"matrix": {
"reminder_reached": {
"criteria": {
"subscribed": false,
"no": false,
"owned_by_me": true,
"owned_by_nobody": false
},
"channel": {
"online": true,
"email": true
}
},
"escalation": {
"criteria": {
"subscribed": false,
"no": false,
"owned_by_me": true,
"owned_by_nobody": false
},
"channel": {
"online": true,
"email": true
}
},
"create": {
"criteria": {
"subscribed": true,
"no": false,
"owned_by_me": true,
"owned_by_nobody": true
},
"channel": {
"online": true,
"email": true
}
},
"update": {
"criteria": {
"subscribed": true,
"no": false,
"owned_by_me": true,
"owned_by_nobody": true
},
"channel": {
"online": true,
"email": true
}
}
}
},
"intro": true,
"overviews_last_used": {
"1": "2025-03-12T09:19:44.289Z",
"2": "2025-03-12T09:19:36.992Z",
"3": "2025-03-12T09:19:43.220Z",
"4": "2025-03-12T09:19:50.743Z",
"5": "2025-03-12T09:19:15.831Z",
"6": "2025-03-12T09:19:50.081Z",
"12": "2025-03-12T09:19:35.027Z",
"13": "2025-03-12T09:19:41.238Z"
},
"theme": "light",
"locale": "en-us"
},
"address": null,
"last_login": "2025-03-20T06:38:44.463Z",
"mobile": "",
"verified": false,
"active": true,
"lastname": "Admin",
"out_of_office_end_at": null,
"out_of_office_replacement_id": null,
"phone": "",
"organization_id": null,
"updated_by_id": 1,
"created_by_id": 1,
"fullname": "Test Admin"
}owner_id
User ID of the ticket owner.
Examples: null, 3
pending_time
Timestamp of set pending time. Only if a pending state is set and independent of the pending state type.
Examples: null, "2025-02-24T17:44:06.912Z"
preferences
Special information for internal functions. May not be available in your system, contains information for internal system functions.
priority
Details of the priority state of the ticket. Have a look at the priority section for more information.
Example
{
"note": null,
"ui_color": null,
"updated_at": "2025-02-24T14:23:57.425Z",
"ui_icon": null,
"name": "2 normal",
"active": true,
"created_at": "2025-02-24T14:23:57.425Z",
"updated_by_id": 1,
"id": 2,
"default_create": true,
"created_by_id": 1
}priority_id
Priority ID of the ticket.
Example: 2
state
Details of the state of the ticket. Have a look at the state section for more information.
Example
{
"next_state_id": null,
"note": null,
"active": true,
"created_at": "2025-02-24T14:23:57.252Z",
"default_create": true,
"state_type_id": 1,
"default_follow_up": false,
"updated_at": "2025-02-24T14:23:57.292Z",
"name": "new",
"updated_by_id": 1,
"id": 1,
"created_by_id": 1,
"ignore_escalation": false
}state_id
ID of current ticket state.
Examples: 1, 4
tags
Array with all tags attached to the ticket.
Examples: ["order", "complaint"], []
time_unit
Accounted time units for ticket (total).
Examples: null, 15
title
Title/subject of ticket.
Examples: Feedback Form, Need help
type deprecated
Value: null
update_diff_in_min SLA
Depends on update_in_min and tells how many minutes the last ticket update took relative to the update time setting of the SLA.
Examples: null, "2025-02-24T16:28:38.303Z"
update_escalation_at SLA
Timestamp when the ticket would escalate in case the SLA update period is violated.
Examples: null, "2025-02-24T16:28:38.303Z"
update_in_min SLA
Value in minutes for how long the last ticket update took based on the business hours and update time.
Examples: null, 5, -10
updated_at
Timestamp of last ticket update.
Example: "2025-02-24T16:28:38.303Z"
updated_by
Details of the user who updated the ticket. Have a look at the user section for more information.
Example
{
"country": "",
"note": "",
"firstname": "Test",
"city": "",
"created_at": "2025-02-24T14:33:11.408Z",
"source": null,
"login": "admin@example.com",
"image_source": null,
"login_failed": 0,
"updated_at": "2025-03-20T06:38:44.504Z",
"web": "",
"street": "",
"id": 3,
"fax": "",
"department": null,
"vip": false,
"email": "admin@example.com",
"out_of_office": false,
"out_of_office_start_at": null,
"zip": "",
"image": null,
"preferences": {
"keyboard_shortcuts_clues": true,
"notification_config": {
"matrix": {
"reminder_reached": {
"criteria": {
"subscribed": false,
"no": false,
"owned_by_me": true,
"owned_by_nobody": false
},
"channel": {
"online": true,
"email": true
}
},
"escalation": {
"criteria": {
"subscribed": false,
"no": false,
"owned_by_me": true,
"owned_by_nobody": false
},
"channel": {
"online": true,
"email": true
}
},
"create": {
"criteria": {
"subscribed": true,
"no": false,
"owned_by_me": true,
"owned_by_nobody": true
},
"channel": {
"online": true,
"email": true
}
},
"update": {
"criteria": {
"subscribed": true,
"no": false,
"owned_by_me": true,
"owned_by_nobody": true
},
"channel": {
"online": true,
"email": true
}
}
}
},
"intro": true,
"overviews_last_used": {
"1": "2025-03-12T09:19:44.289Z",
"2": "2025-03-12T09:19:36.992Z",
"3": "2025-03-12T09:19:43.220Z",
"4": "2025-03-12T09:19:50.743Z",
"5": "2025-03-12T09:19:15.831Z",
"6": "2025-03-12T09:19:50.081Z",
"12": "2025-03-12T09:19:35.027Z",
"13": "2025-03-12T09:19:41.238Z"
},
"theme": "light",
"locale": "en-us"
},
"address": null,
"last_login": "2025-03-20T06:38:44.463Z",
"mobile": "",
"verified": false,
"active": true,
"lastname": "Admin",
"out_of_office_end_at": null,
"out_of_office_replacement_id": null,
"phone": "",
"organization_id": null,
"updated_by_id": 1,
"created_by_id": 1,
"fullname": "Test Admin"
}updated_by_id
ID of user who updated the ticket.
Examples: 1, 3
Ticket Priority
The following index contains below mentioned information: *_ticket_priority
active
Defines if the priority is active or not.
Values: true, false
created_at
Timestamp of priority creation.
Example: "2025-02-03T14:50:20.724Z"
created_by_id
ID of the user who created the priority.
Example: 1
default_create
Defines if the priority is the default priority for ticket creation or not.
Values: false, true
id
ID of the priority.
Example: 3
name
Name of the priority.
Example: "3 high"
note
Note for priority that has been set via console or API.
Example: "null"
ui_color
CSS class for the highlight color for tickets with this priority.
Examples: "null", "high-priority"
ui_icon
CSS class for highlight icon for tickets with this priority.
Examples: "null", "important"
updated_at
Timestamp of last change.
Example: "2025-02-03T14:50:20.724Z"
updated_by_id
ID of the user who performed the last update.
Example: 1
Ticket State
The following index contains below mentioned information: *_ticket_state
active
Defines if state is active (available) or not.
Values: true, false
created_at
Timestamp of the creation of the state.
Example: "2025-02-03T14:50:20.694Z"
created_by_id
ID of user who created the state.
Example: 1
default_create
Defines if the state is the default state for ticket creation.
Values: false, true
default_follow_up
Defines if the state is the default follow up state on ticket follow ups.
Values: false, true
id
ID of the state.
Example: 7
ignore_escalation
Defines if SLA calculation is ignored for this state.
Values: false, true
name
Name of the state.
Example: "pending close"
next_state
Contains all follow up state information if applicable, may not be available depending on the state type
Example
{
"next_state_id": null,
"note": null,
"active": true,
"created_at": "2025-02-24T14:23:57.339Z",
"default_create": false,
"state_type_id": 5,
"default_follow_up": false,
"updated_at": "2025-02-24T14:23:57.339Z",
"name": "closed",
"updated_by_id": 1,
"id": 4,
"created_by_id": 1,
"ignore_escalation": true
}next_state_id
ID of follow up state.
Examples: null, 4
note
Note that has been set via console or API.
Example: "null"
state_type
Contains all available information of the states type
Example
{
"note": null,
"updated_at": "2025-02-24T14:23:57.227Z",
"name": "pending action",
"created_at": "2025-02-24T14:23:57.227Z",
"updated_by_id": 1,
"id": 4,
"created_by_id": 1
}state_type_id
ID of the state type.
Example: 4
updated_at
Timestamp of last update of the state.
Example: "2025-02-03T14:50:20.694Z"
updated_by_id
ID of user who performed the last update of the state.
Example: 1
Article
The following index contains below mentioned information: *_ticket
Articles are part of the ticket index. To reduce complexity we decided to provide it in its own section.
body
Article body in plaintext.
Example: "Hi,\n\nplease send me:\n1 [...] \nThank you\n\nJohn Doe"
cc
The email-addresses set as CC.
Examples: null, alias@domain.tld
content_type
Content type of article.
Examples: "text/html", "text/plain"
created_at
Timestamp of article creation.
Example: "2025-02-22T03:47:59.290Z"
created_by_id
ID of user who created the article.
Example: 10
detected_language
Language code of detected language.
Examples: "en", "de", null
detected_language_name
Language name of detected language.
Examples: "English", "German"
from
Name (and email address) of article creator.
Examples: "Nicole Braun <nicole.braun@zammad.org>", "John Doe"
id
Internal ID of the article.
Example: 16
in_reply_to
"In-Reply-To" header from email, if applicable.
Example: null
internal
Defines if article is internal or not.
Values: false, true
message_id
Message ID of email, if applicable.
Example: null
origin_by_id
ID of user (or ID of original creator if created on behalf of another user) who created the article.
Example: null
preferences
Internal preferences, may be empty.
Example: {}
reply_to
Contains the "Reply-To" header, if applicable.
Example: null
sender_id
ID of the user who sent/created the article.
Example: 2
subject
Subject of the article.
Example: "My amazing subject"
ticket_id
ID of the ticket, the article belongs to.
Example: 9
to
Email address of "To" header or group which was set with this article.
Examples: support@example.com,"Support", null
type_id
ID of type of article (e.g. phone, email, web).
Example: 1
updated_at
Timestamp of last update of article.
"2025-02-22T03:47:59.290Z"
updated_by_id
ID of the user who updated the article.
Example: 10
User
active
Defines, if a user is active.
Values: true, false
address
Address of the user.
Examples: "", "Hauptstraße 100, 99999 Berlin"
city
Name of the city of the user.
Examples: "", "Berlin"
country
Name of the country of the user.
Examples: "", "Germany"
created_at
Timestamp of creation of user.
Example: "2025-02-22T12:47:56.460Z"
created_by_id
ID of user who created the user.
Example: 1
department
Name of department.
Examples: "", "IT"
email
Email address of user.
Examples: "", "nicole.braun@zammad.org"
fax
Fax number of user.
Examples: "", "+49 123 456 789 01"
firstname
First name of the user.
Examples: "", "John"
id
Internal ID of the user.
Example: 8
last_login
Timestamp of the last login of the user.
Examples: null, "2025-02-23T12:47:56.460Z"
lastname
Last name of the user.
Examples: "", "Doe"
login
Login name of the user, always set and unique, can differ from email.
Examples: "auto-1234567", "jdoe"
mobile
Mobile phone number of user.
Examples: "", "+49 123 456 789"
note
Note of user object.
Examples: "", "Some text."
organization
Details of the organization, the user is member of. Have a look at the organization section for more information.
Example
{
"shared": true,
"note": "",
"domain_assignment": false,
"updated_at": "2025-03-21T11:48:59.609Z",
"domain": "",
"name": "Zammad Foundation",
"active": true,
"created_at": "2025-02-24T14:23:57.702Z",
"updated_by_id": 1,
"id": 1,
"created_by_id": 1,
"vip": false
}organization_id
ID of the organization, the user is member of.
Example: 3
out_of_office
Defines, if the user has activated the out of office function.
Values: false, true
out_of_office_end_at
End date out of office period.
Examples: null, "2025-02-26"
out_of_office_replacement_id
ID of the user who replaces this user during the out of office period.
Examples: null, 3
out_of_office_start_at
Begin date of out of office period.
Examples: null, "2025-02-24"
permissions
Set permissions of the user as array.
Example
[
"admin",
"admin.user",
"admin.group",
"admin.role",
"admin.organization",
"admin.overview",
"admin.text_module",
"admin.macro",
"admin.template",
"admin.tag",
"admin.calendar",
"admin.sla",
"admin.trigger",
"admin.public_links",
"admin.webhook",
"admin.scheduler",
"admin.report_profile",
"admin.time_accounting",
"admin.knowledge_base",
"admin.channel_web",
"admin.channel_formular",
"admin.channel_email",
"admin.channel_sms",
"admin.channel_chat",
"admin.channel_google",
"admin.channel_microsoft365",
"admin.channel_microsoft_graph",
"admin.channel_twitter",
"admin.channel_facebook",
"admin.channel_telegram",
"admin.channel_whatsapp",
"admin.branding",
"admin.security",
"admin.ticket",
"admin.ticket_auto_assignment",
"admin.ticket_duplicate_detection",
"admin.integration",
"admin.api",
"admin.object",
"admin.ticket_state",
"admin.ticket_priority",
"admin.core_workflow",
"admin.translation",
"admin.data_privacy",
"admin.maintenance",
"admin.monitoring",
"admin.package",
"admin.session",
"admin.system_report",
"admin.checklist",
"chat.agent",
"cti.agent",
"knowledge_base.editor",
"knowledge_base.reader",
"report",
"ticket.agent",
"user_preferences",
"user_preferences.appearance",
"user_preferences.language",
"user_preferences.avatar",
"user_preferences.out_of_office",
"user_preferences.password",
"user_preferences.two_factor_authentication",
"user_preferences.device",
"user_preferences.access_token",
"user_preferences.linked_accounts",
"user_preferences.notifications",
"user_preferences.overview_sorting",
"user_preferences.calendar",
"admin.system",
"user_preferences.beta_ui_switch"
]phone
Phone number of the user.
Examples: "", "+49 1234 567 890"
preferences
Details of the preferences of the user, may contain notification_config, locale and other internal system information.
Example
{
"keyboard_shortcuts_clues": true,
"notification_config": {
"matrix": {
"reminder_reached": {
"criteria": {
"subscribed": false,
"no": false,
"owned_by_me": true,
"owned_by_nobody": false
},
"channel": {
"online": true,
"email": true
}
},
"escalation": {
"criteria": {
"subscribed": false,
"no": false,
"owned_by_me": true,
"owned_by_nobody": false
},
"channel": {
"online": true,
"email": true
}
},
"create": {
"criteria": {
"subscribed": true,
"no": false,
"owned_by_me": true,
"owned_by_nobody": true
},
"channel": {
"online": true,
"email": true
}
},
"update": {
"criteria": {
"subscribed": true,
"no": false,
"owned_by_me": true,
"owned_by_nobody": true
},
"channel": {
"online": true,
"email": true
}
}
}
}
}role_ids
Array with role IDs which are assigned to the user.
Example: [1, 2]
street
Name of the street of the user.
Examples: "", "Hauptstraße 100"
updated_at
Timestamp of last update of the user.
Example: "2025-02-25T00:27:52.308Z"
updated_by_id
ID of user who updated this user.
Example: 3
verified
Defines if the user has verified the account or not.
Values: false, true
vip
Defines if the user has VIP state or not.
Values: false, true
web
Web URL of the user.
Examples: "", "https://zammad.org"
zip
ZIP code of the user.
Examples: "", "123456"
Organization
The following index contains below mentioned information: *_organization
active
Defines, if the organization is active or not.
Values: true, false
created_at
Timestamp of creation date of organization.
Example: "2025-02-22T12:47:54.807Z"
created_by
Details of the user who created the organization. Have a look at the user section for more information.
Example
{
"country": "",
"note": "",
"firstname": "Nicole",
"city": "",
"created_at": "2025-02-24T14:23:57.728Z",
"source": null,
"login": "nicole.braun@zammad.org",
"image_source": null,
"login_failed": 0,
"updated_at": "2025-03-17T08:44:56.809Z",
"web": "",
"street": "",
"id": 2,
"fax": "",
"department": "",
"vip": false,
"email": "nicole.braun@zammad.org",
"out_of_office": false,
"out_of_office_start_at": null,
"zip": "",
"image": null,
"preferences": {
"tickets_open": 2,
"lng": 0.8826302,
"tickets_closed": 0,
"lat": 49.6640647
},
"address": "Hauptstraße 100, 99999 Berlin",
"last_login": null,
"mobile": "",
"verified": false,
"active": true,
"lastname": "Braun",
"out_of_office_end_at": null,
"out_of_office_replacement_id": null,
"phone": "",
"organization_id": 1,
"updated_by_id": 3,
"created_by_id": 1,
"fullname": "Nicole Braun"
}created_by_id
ID of the user who created the organization.
Example: 1
domain
Domain of the organization.
Examples: "null", "example.com"
domain_assignment
Defines if domain assignment is active or not, depends on domain.
Values: false, true
id
Internal ID of the organization.
Example: 1
members
Array with details of each user who is a member of the organization. Have a look at the user section for more information.
Example
[
{
"country": "",
"note": "",
"firstname": "Nicole",
"city": "",
"created_at": "2025-02-24T14:23:57.728Z",
"source": null,
"login": "nicole.braun@zammad.org",
"image_source": null,
"login_failed": 0,
"updated_at": "2025-03-25T09:32:42.867Z",
"web": "",
"street": "",
"id": 2,
"fax": "+49 123 456 789 01",
"department": "",
"vip": false,
"email": "nicole.braun@zammad.org",
"out_of_office": false,
"out_of_office_start_at": null,
"zip": "",
"image": null,
"preferences": {
"tickets_open": 3,
"lng": 0.8826302,
"tickets_closed": 0,
"lat": 49.6640647
},
"address": "",
"last_login": null,
"mobile": "",
"verified": false,
"active": true,
"lastname": "Braun",
"out_of_office_end_at": null,
"out_of_office_replacement_id": null,
"phone": "",
"organization_id": 1,
"updated_by_id": 3,
"created_by_id": 1,
"fullname": "Nicole Braun"
},
{
"country": "",
"note": "",
"firstname": "customer 277070",
"city": "",
"created_at": "2025-03-12T06:56:12.963Z",
"source": null,
"login": "filldb-customer-277070",
"image_source": null,
"login_failed": 0,
"updated_at": "2025-03-25T10:46:01.700Z",
"web": "",
"street": "",
"id": 110,
"fax": "",
"department": "",
"vip": false,
"email": "filldb-customer-277070@example.com",
"out_of_office": false,
"out_of_office_start_at": null,
"zip": "",
"image": null,
"preferences": {
"tickets_open": 2,
"tickets_closed": 0
},
"address": "",
"last_login": null,
"mobile": "",
"verified": false,
"active": true,
"lastname": "customer 277070",
"out_of_office_end_at": null,
"out_of_office_replacement_id": null,
"phone": "",
"organization_id": 1,
"updated_by_id": 3,
"created_by_id": 1,
"fullname": "customer 277070 customer 277070"
}
]name
Name of the organization.
Example: "Fast Lane Hardware Inc."
note
Note of organization object.
Example: "IT hardware and custom PC builds."
shared
Defines if it is a "shared organization" or not.
Values: false, true
updated_at
Timestamp of last update of the organization.
Example: "2025-02-22T12:47:54.807Z"
updated_by
Details of the user who updated the organization. Have a look at the user section for more information.
Example
{
"country": "",
"note": "",
"firstname": "Test",
"city": "",
"created_at": "2025-02-24T14:33:11.408Z",
"source": null,
"login": "admin@example.com",
"image_source": null,
"login_failed": 0,
"updated_at": "2025-03-20T06:38:44.504Z",
"web": "",
"street": "",
"id": 3,
"fax": "",
"department": null,
"vip": false,
"email": "admin@example.com",
"out_of_office": false,
"out_of_office_start_at": null,
"zip": "",
"image": null,
"preferences": {
"keyboard_shortcuts_clues": true,
"notification_config": {
"matrix": {
"reminder_reached": {
"criteria": {
"subscribed": false,
"no": false,
"owned_by_me": true,
"owned_by_nobody": false
},
"channel": {
"online": true,
"email": true
}
},
"escalation": {
"criteria": {
"subscribed": false,
"no": false,
"owned_by_me": true,
"owned_by_nobody": false
},
"channel": {
"online": true,
"email": true
}
},
"create": {
"criteria": {
"subscribed": true,
"no": false,
"owned_by_me": true,
"owned_by_nobody": true
},
"channel": {
"online": true,
"email": true
}
},
"update": {
"criteria": {
"subscribed": true,
"no": false,
"owned_by_me": true,
"owned_by_nobody": true
},
"channel": {
"online": true,
"email": true
}
}
}
},
"intro": true,
"overviews_last_used": {
"1": "2025-03-12T09:19:44.289Z",
"2": "2025-03-12T09:19:36.992Z",
"3": "2025-03-12T09:19:43.220Z",
"4": "2025-03-12T09:19:50.743Z",
"5": "2025-03-12T09:19:15.831Z",
"6": "2025-03-12T09:19:50.081Z",
"12": "2025-03-12T09:19:35.027Z",
"13": "2025-03-12T09:19:41.238Z"
},
"theme": "light",
"locale": "en-us"
},
"address": null,
"last_login": "2025-03-20T06:38:44.463Z",
"mobile": "",
"verified": false,
"active": true,
"lastname": "Admin",
"out_of_office_end_at": null,
"out_of_office_replacement_id": null,
"phone": "",
"organization_id": null,
"updated_by_id": 1,
"created_by_id": 1,
"fullname": "Test Admin"
}updated_by_id
ID of user who updated the organization.
Example: 1
vip
Defines if the organization has VIP status or not.
Values: false, true
Group
The following index contains below mentioned information: *_group
active
Defines, if the group is active or not.
Values: false, true
assignment_timeout
Time in minutes, an agent can be inactive until the ownership is removed.
Examples: null, 30
created_at
Timestamp of creation of group.
Example: "2025-02-24T23:55:06.980Z"
created_by_id
ID of the user who created the group.
Example: 1
email_address
Details about the email address of the group.
Example
{
"note": null,
"preferences": null,
"updated_at": "2025-02-24T15:06:08.858Z",
"name": "My org",
"active": true,
"created_at": "2025-02-24T15:06:08.858Z",
"updated_by_id": 3,
"id": 1,
"created_by_id": 3,
"channel_id": 3,
"email": "debug@example.org"
}email_address_id
ID of the email address of the group.
Example: 3
follow_up_assignment
Defines, if ticket owners are still assigned after a follow up.
Values: false, true
follow_up_possible
Defines if a follow up on a closed ticket is possible or not.
Values: "yes", "no"
id
Internal ID of the group.
Example: 1
name
Name of the group.
Examples: "Support", "IT"
note
Note for the group object.
Example: null
signature
Details of the signature of the group.
Example
{
"note": null,
"updated_at": "2025-02-24T14:23:56.101Z",
"name": "default",
"active": true,
"created_at": "2025-02-24T14:23:56.101Z",
"updated_by_id": 1,
"id": 1,
"created_by_id": 1,
"body": "<br> #{user.firstname} #{user.lastname}<br><br>--<br> Super Support - Waterford Business Park<br> 5201 Blue Lagoon Drive - 8th Floor & 9th Floor - Miami, 33126 USA<br> Email: hot@example.com - Web: <a href=\"http://www.example.com/\" rel=\"nofollow noreferrer noopener\" target=\"_blank\">http://www.example.com/</a><br>--"
}signature_id
Internal ID of the signature.
Example: 1
updated_at
Timestamp of the last group update.
Example: "2025-02-24T23:55:06.980Z"
updated_by_id
ID of the user who updated the group.
Example: 3
CTI Log
The following index contains below mentioned information: *_cti_log
call_id
Unique ID of the call.
Example: 6
comment
Optional comment.
Example: ""
created_at
Creation date of call.
Example: "2025-02-22T11:48:01.703Z"
direction
Call direction.
Values: in, out
done
Defines if call displays as "to do" within UI.
Values: true, false
duration_talking_time
Call duration time in seconds.
Example: 27
duration_waiting_time
Waiting time in seconds until call got answered.
Example: 77
end_at
Timestamp of call end.
Example: "2025-02-25T08:49:40.647Z"
from
Calling number.
Example: 491711234567890
from_comment
Name of calling number, if applicable.
Examples: null, "John", "Doe"
from_pretty
Pretty version of from with spacing and added +.
Example: +49 171 1234567890
id
Internal ID of log entry.
Example: 8
initialized_at
Timestamp of call initialization, usually matches created_at.
Example: "2025-02-25T08:47:56.753Z"
preferences
Details of preferences, internal information.
Example
{
"to_pretty": "+49 123 4567890",
"from": [
{
"level": "known",
"user_id": 10,
"caller_id": "49987654321",
"o_id": 10,
"comment": null,
"object": "User"
}
],
"from_pretty": "+49 987 654321"
}queue
Queue, the call was answered in.
Examples: null, 491711234567890
start_at
Timestamp the call was answered.
Example: "2025-02-25T08:49:13.050Z"
state
Last state of the call.
Examples: hangup, voicemail
to
Dialed number.
Example: 491711234567890
to_comment
Display name of called number, if applicable.
"null", "John", "Doe"
to_pretty
Pretty version of to.
Example: +49 171 1234567890
updated_at
Last update of entry.
Example: "2025-02-25T08:49:40.647Z"
Chat Session
The following index contains below mentioned information: *_chat_session
chat
Details of the chat topic.
Example
{
"active": true,
"block_country": null,
"block_ip": null,
"created_at": "2025-02-03T14:50:22.607Z",
"created_by_id": 1,
"id": 1,
"max_queue": 5,
"name": "default",
"note": "",
"preferences": {},
"public": false,
"updated_at": "2025-02-03T14:50:22.607Z",
"updated_by_id": 1,
"whitelisted_websites": null
}chat_id
ID of the chat topic.
Example: 1
created_at
Timestamp of chat creation
"2025-02-25T10:26:24.376Z"
created_by_id deprecated
ID of user who created the chat.
Value: null
id
ID of chat session.
Example: 1
messages
Array with all messages of the chat.
Example
[
{
"chat_session_id": 1,
"content": "Hello dear customer",
"created_at": "2025-02-25T10:26:35.977Z",
"created_by_id": 3,
"id": 1,
"updated_at": "2025-02-25T10:26:35.977Z"
},
{
"chat_session_id": 1,
"content": "I have a problem, please help me.",
"created_at": "2025-02-25T10:27:03.241Z",
"created_by_id": 76,
"id": 2,
"updated_at": "2025-02-25T10:27:54.983Z"
}
]name
The name for the chat user which was set by the agent, if applicable.
Examples: null, "John Doe"
preferences
Various internal Meta data of the session_id
Example
{
"dns_name": "host.domain.tld",
"geo_ip": {},
"participants": ["49123456789100", "49987654321010"],
"remote_ip": "192.168.2.19",
"url": "https://zammad.com/en/company/contact"
}session_id
Unique ID of chat session.
Example: 92f2909631f1ad5ff4d5d1e046952be8
state
Current state of chat session.
Example: closed
tags
Tags which got applied to the chat session by the agent, if applicable.
Example: ["order", "refund"]
updated_at
Timestamp of last update of the chat.
Example: "2025-02-25T10:27:03.341Z"
updated_by_id
ID of the user who updated the chat session the last time.
Examples: null, 3
user
Details of chat agent. See user section for more information.
Example
{
"country": "",
"note": "",
"firstname": "Nicole",
"city": "",
"created_at": "2025-02-24T14:23:57.728Z",
"source": null,
"login": "nicole.braun@zammad.org",
"image_source": null,
"login_failed": 0,
"updated_at": "2025-03-17T08:44:56.809Z",
"web": "",
"street": "",
"id": 2,
"fax": "",
"department": "",
"vip": false,
"email": "nicole.braun@zammad.org",
"out_of_office": false,
"out_of_office_start_at": null,
"zip": "",
"image": null,
"preferences": {
"tickets_open": 2,
"lng": 0.8826302,
"tickets_closed": 0,
"lat": 49.6640647
},
"address": "Hauptstraße 100, 99999 Berlin",
"last_login": null,
"mobile": "",
"verified": false,
"active": true,
"lastname": "Braun",
"out_of_office_end_at": null,
"out_of_office_replacement_id": null,
"phone": "",
"organization_id": 1,
"updated_by_id": 3,
"created_by_id": 1,
"fullname": "Nicole Braun"
}user_id
ID of the agent of the chat.
Example: 3