--- url: https://next.zammad.org/en/reference/es-indexed-attributes.md --- # 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 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 * Also note that some attributes may be reset to `null` if no longer applicable.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. :::: tabs \=== Ticket Open details to show complete ticket structure: ::: details ```json { "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 ", "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 ", "updated_by_id": 14, "id": 6, "to": "Evelyn Smith ", "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 ", "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" } } ``` ::: \=== Article The following structure is already included in the ticket index (see first tab) and added here separately for overview reasons. Open details to see the article content: ::: details ```json { "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 ", "updated_by_id": 18, "id": 5, "to": "sales@fastlane.inc", "created_by_id": 18 } ``` ::: \=== User Open details to show complete user structure: ::: details ```json { "country": "", "note": "", "firstname": "Hannah", "city": "", "created_at": "2025-03-21T10:35:19.771Z", "login": "hannah@fastlane.inc", "role_ids": [ 1, 2 ], "updated_at": "2025-03-21T10:35:26.524Z", "web": "", "street": "", "permissions": [ "user_preferences.beta_ui_switch", "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_facebook", "admin.channel_telegram", "admin.channel_whatsapp", "admin.branding", "admin.system", "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" ], "id": 10, "fax": "", "department": null, "vip": false, "email": "hannah@fastlane.inc", "out_of_office": false, "out_of_office_start_at": null, "zip": "", "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, "organization_ids": [], "lastname": "Taylor", "out_of_office_end_at": null, "out_of_office_replacement_id": null, "phone": "", "organization_id": 2, "organization": { "shared": true, "note": "IT hardware and custom PC builds", "domain_assignment": false, "updated_at": "2025-03-21T10:35:18.317Z", "domain": "", "name": "Fast Lane Hardware", "active": true, "created_at": "2025-03-21T10:35:18.317Z", "updated_by_id": 1, "id": 2, "created_by_id": 1, "vip": false }, "organizations": [], "updated_by_id": 3, "created_by_id": 3, "fullname": "Hannah Taylor" } ``` ::: \=== Organization Open details to show complete organization structure: ::: details ```json { "shared": true, "note": "Financial industry; very good customer!", "domain_assignment": false, "active": true, "created_at": "2025-03-21T10:35:18.360Z", "created_by": { "country": "", "note": "", "firstname": "-", "city": "", "created_at": "2025-03-21T10:34:02.269Z", "source": null, "login": "-", "image_source": null, "login_failed": 0, "updated_at": "2025-03-21T10:34:02.269Z", "web": "", "street": "", "id": 1, "fax": "", "department": "", "vip": false, "email": "", "out_of_office": false, "out_of_office_start_at": null, "zip": "", "image": null, "preferences": {}, "address": "", "last_login": null, "mobile": "", "verified": false, "active": false, "lastname": "", "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": "-" }, "updated_at": "2025-03-21T10:35:18.360Z", "domain": "", "members": [ { "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": "2025-03-21T10:35:20.481Z", "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": null, "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" } ], "name": "Midland Bank", "updated_by": { "country": "", "note": "", "firstname": "-", "city": "", "created_at": "2025-03-21T10:34:02.269Z", "source": null, "login": "-", "image_source": null, "login_failed": 0, "updated_at": "2025-03-21T10:34:02.269Z", "web": "", "street": "", "id": 1, "fax": "", "department": "", "vip": false, "email": "", "out_of_office": false, "out_of_office_start_at": null, "zip": "", "image": null, "preferences": {}, "address": "", "last_login": null, "mobile": "", "verified": false, "active": false, "lastname": "", "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": "-" }, "updated_by_id": 1, "id": 3, "created_by_id": 1, "vip": false } ``` ::: :::: ## Ticket The following index contains below mentioned information: `*_ticket` ### `article` Array with all articles belonging to the ticket. See [article section](#article-1) for details. ::: details ```json [ { "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 ", "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. ::: details ```json { "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` 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` Timestamp when the ticket would escalate in case solution time is violated. Examples: `null`, `"2025-02-03T15:50:20.673Z"` ### `close_in_min` 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) ::: details ```json { "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. ::: details ```json { "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](#user) for more information. ::: details ```json { "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](#user) for more information. ### `customer_id` ID of customer who created the ticket. Example: `8` ### `escalation_at` Timestamp of the next applicable escalation, independent of escalation type. Examples: `null`, `"2025-02-24T16:28:38.535Z"` ### `first_response_at` Timestamp of the first response to the customer (communication type). Examples: `null`, `"2025-02-24T16:28:38.303Z"` ### `first_response_diff_in_min` 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` 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](#group-1) for more information. ::: details ```json { "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](#organization-2) for more information. ::: details ```json { "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](#user) for more information. ::: details ```json { "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](#ticket-priority) for more information. ::: details ```json { "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](#ticket-state) for more information. ::: details ```json { "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` Value: `null` ### `update_diff_in_min` 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` 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` 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](#user) for more information. ::: details ```json { "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 ::: details ```json { "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 ::: details ```json { "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 "`, `"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](#organization-2) for more information. ::: details ```json { "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. ::: details ```json [ "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_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. ::: details ```json { "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](#user) for more information. ::: details ```json { "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](#user) for more information. ::: details ```json [ { "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](#user) for more information. ::: details ```json { "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. ::: details ```json { "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. ::: details ```json { "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": "
#{user.firstname} #{user.lastname}

--
Super Support - Waterford Business Park
5201 Blue Lagoon Drive - 8th Floor & 9th Floor - Miami, 33126 USA
Email: hot@example.com - Web: http://www.example.com/
--" } ``` ::: ### `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. ::: details ```json { "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. ::: details ```json { "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` ID of user who created the chat. Value: `null` ### `id` ID of chat session. Example: `1` ### `messages` Array with all messages of the chat. ::: details ```json [ { "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 ::: details ```json { "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](#user) for more information. ::: details ```json { "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`