Freshdesk

Explore the interactive ERD

Table & Field Reference

group

Column	Type	Keys
`id`	Long	PK
`business_hour_id`	Long	FK
`escalate_to`	Long	FK
`auto_ticket_assign`	Long
`created_at`	Instant
`description`	String
`group_type`	String
`name`	String
`unassigned_for`	String
`updated_at`	Instant

company

Column	Type	Keys
`id`	Long	PK
`account_tier`	String
`created_at`	Instant
`description`	String
`health_score`	String
`industry`	String
`name`	String
`note`	String
`org_company_id`	String
`renewal_date`	Instant
`updated_at`	Instant

sla_policy

Column	Type	Keys
`id`	Long	PK
`active`	Boolean
`created_at`	Instant
`description`	String
`is_default`	Boolean
`name`	String
`position`	Long
`updated_at`	Instant

solution_article

Column	Type	Keys
`id`	Long	PK
`language_code`	String	PK
`agent_id`	Long	FK
`category_id`	Long	FK
`folder_id`	Long	FK
`attachments`	Json
`cloud_files`	Json
`created_at`	Instant
`description`	String
`description_text`	String
`feedback_count`	Long
`hierarchy`	Json
`hits`	Long
`outdated`	Boolean
`seo_data`	Json
`seo_meta_description`	String
`seo_meta_keywords`	Json
`seo_meta_title`	String
`status`	Long
`status_label`	String
`suggested`	Long
`tags`	Json
`thumbs_down`	Long
`thumbs_up`	Long
`title`	String
`type`	Long
`updated_at`	Instant

role

Column	Type	Keys
`id`	Long	PK
`created_at`	Instant
`default`	Boolean
`description`	String
`name`	String
`updated_at`	Instant

advanced_survey

Column	Type	Keys
`id`	String	PK
`description`	String
`header_message`	String
`language`	String
`state`	String
`title`	String

company_domain

Column	Type	Keys
`domain`	String	PK
`company_id`	Long	PKFK

ticket_history

Column	Type	Keys
`id`	Long	PK
`company_id`	Long	FK
`email_config_id`	Long	FK
`group_id`	Long	FK
`priority`	Long	FK
`product_id`	Long	FK
`responder_id`	Long	FK
`source`	Long	FK
`status`	Long	FK
`association_type`	Int
`created_at`	Instant
`deleted`	Boolean
`description`	String
`description_text`	String
`due_by`	Instant
`fr_due_by`	Instant
`fr_escalated`	Boolean
`is_escalated`	Boolean
`requester_id`	Long
`spam`	Boolean
`subject`	String
`type`	String
`updated_at`	Instant
`stats_`

solution_category

Column	Type	Keys
`id`	Long	PK
`language_code`	String	PK
`created_at`	Instant
`description`	String
`name`	String
`updated_at`	Instant
`visible_in_portals`	Json
`icon_`

automation_action

Column	Type	Keys
`fivetran_id`	String	PK
`automation_id`	Long	PKFK
`anchor_type`	String
`auth_header`	Json
`content`	Json
`content_layout`	Long
`content_type`	String
`email_body`	String
`email_subject`	String
`email_to`	String
`field_name`	String
`field_type`	String
`note_body`	String
`notify_agents`	Json
`request_type`	String
`show_inherit_properties_toggle`	Boolean
`thread_body`	String
`ticket_body`	String
`ticket_subject`	String
`url`	String
`value`	Json

sla_policy_applicable_to

Column	Type	Keys
`applicable_to`	String	PK
`value`	String	PK
`sla_policy_id`	Long	PKFK

product

Column	Type	Keys
`id`	Long	PK
`created_at`	Instant
`description`	String
`name`	String
`updated_at`	Instant

sla_policy_escalation_resolution

Column	Type	Keys
`resolution_level`	Long	PK
`agent_id`	Long	PKFK
`sla_policy_id`	Long	PKFK
`escalation_time`	Long

priority_lookup

Column	Type	Keys
`id`	Long	PK
`priority`	String

agent

Column	Type	Keys
`id`	Long	PK
`available`	Boolean
`available_since`	Instant
`created_at`	Instant
`deactivated`	Boolean
`focus_mode`	Boolean
`freshchat_agent`	Boolean
`occasional`	Boolean
`signature`	String
`ticket_scope`	Long
`type`	String
`updated_at`	Instant
`contact_`

conversation

Column	Type	Keys
`id`	Long	PK
`ticket_id`	Long	PK
`contact_id`	Long	FK
`body`	String
`body_text`	String
`created_at`	Instant
`from_email`	String
`incoming`	Boolean
`private`	Boolean
`source`	Long
`support_email`	String
`updated_at`	Instant

conversation_cc_email

Column	Type	Keys
`email`	String	PK
`conversation_id`	Long	PKFK

business_hour

Column	Type	Keys
`id`	Long	PK
`created_at`	Instant
`description`	String
`is_default`	Boolean
`name`	String
`time_zone`	String
`updated_at`	Instant

ticket_reply_cc_email

Column	Type	Keys
`email`	String	PK
`ticket_id`	Long	PK

survey

Column	Type	Keys
`id`	String	PK
`created_at`	Instant
`title`	String
`updated_at`	Instant

automation_performer_member

Column	Type	Keys
`automation_id`	Long	PKFK
`member_id`	Long	PKFK

sla_policy_escalation_reminder_response

Column	Type	Keys
`agent_id`	Long	PKFK
`sla_policy_id`	Long	PKFK
`escalation_time`	Long

automation_event

Column	Type	Keys
`fivetran_id`	String	PK
`automation_id`	Long	PKFK
`field_name`	String
`from`	String
`related_conditions`	Json
`to`	String
`to_nested_field`	Json
`value`	String

ticket_to_email

Column	Type	Keys
`email`	String	PK
`ticket_id`	Long	PK

ticket_field

Column	Type	Keys
`id`	Long	PK
`created_at`	Instant
`customers_can_edit`	Boolean
`customers_can_filter`	Boolean
`description`	String
`displayed_to_customers`	Boolean
`is_default`	Boolean
`label`	String
`label_for_customers`	String
`name`	String
`portal_cc`	Boolean
`portal_cc_to`	String
`position`	Long
`required_for_agents`	Boolean
`required_for_closure`	Boolean
`required_for_customers`	Boolean
`type`	String
`updated_at`	Instant

discussion_category

Column	Type	Keys
`id`	Long	PK
`created_at`	Instant
`description`	String
`name`	String
`updated_at`	Instant

sla_policy_escalation_reminder_resolution

Column	Type	Keys
`agent_id`	Long	PKFK
`sla_policy_id`	Long	PKFK
`escalation_time`	Long

source_lookup

Column	Type	Keys
`id`	Long	PK
`source`	String

automation_condition

Column	Type	Keys
`fivetran_id`	String	PK
`automation_id`	Long	PKFK
`match_type`	String
`name`	String

sla_policy_target

Column	Type	Keys
`priority`	Long	PK
`sla_policy_id`	Long	PKFK
`business_hours`	Boolean
`escalation_enabled`	Boolean
`next_respond_within`	Long
`resolve_within`	Long
`respond_within`	Long

satisfaction_rating_value

Column	Type	Keys
`satisfaction_rating_id`	String	PKFK
`survey_question_id`	String	PKFK
`value`	String

advanced_survey_response

Column	Type	Keys
`id`	String	PK
`agent_id`	Long	FK
`contact_id`	Long	FK
`group_id`	Long	FK
`survey_id`	String	FK
`ticket_id`	Long	FK
`created_at`	Instant
`status`	String
`survey_version_id`	String
`updated_at`	Instant

ticket_tag

Column	Type	Keys
`index`	Long	PK
`ticket_id`	Long	PK
`tag`	String

sla_policy_escalation_response

Column	Type	Keys
`agent_id`	Long	PKFK
`sla_policy_id`	Long	PKFK
`escalation_time`	Long

advanced_survey_question

Column	Type	Keys
`id`	String	PK
`survey_id`	String	PKFK
`deleted`	Boolean
`footer_content`	String
`header_text`	String
`hint_enabled`	Boolean
`hint_footer_content`	String
`image_url`	String
`label`	String
`multiline`	Boolean
`multiple`	Boolean
`question_identifier`	String
`required`	Boolean
`text`	String
`theme`	String
`type`	String

satisfaction_rating

Column	Type	Keys
`id`	String	PK
`agent_id`	Long	FK
`contact_id`	Long	FK
`group_id`	Long	FK
`survey_id`	String	FK
`created_at`	Instant
`feedback`	String
`ticket_id`	Long
`updated_at`	Instant

discussion_forum

Column	Type	Keys
`id`	Long	PK
`discussion_category_id`	Long	FK
`description`	String
`forum_type`	Long
`forum_visibility`	Long
`name`	String
`position`	Long
`posts_count`	Long
`topics_count`	Long

sla_policy_escalation_next_response

Column	Type	Keys
`agent_id`	Long	PKFK
`sla_policy_id`	Long	PKFK
`escalation_time`	Long

automation

Column	Type	Keys
`id`	Long	PK
`active`	Boolean
`affected_tickets_count`	Long
`automation_type`	String
`created_at`	Instant
`last_updated_by`	Long
`name`	String
`operator`	String
`outdated`	Boolean
`performer_type`	Long
`position`	Long
`summary`	Json
`updated_at`	Instant

ticket_cc_email

Column	Type	Keys
`email`	String	PK
`ticket_id`	Long	PK

agent_group

Column	Type	Keys
`agent_id`	Long	PKFK
`group_id`	Long	PKFK

email_config

Column	Type	Keys
`id`	Long	PK
`group_id`	Long	FK
`product_id`	Long	FK
`active`	Boolean
`created_at`	Instant
`name`	String
`primary_role`	Boolean
`reply_email`	String
`to_email`	String
`updated_at`	Instant

conversation_bcc_email

Column	Type	Keys
`email`	String	PK
`conversation_id`	Long	PKFK

discussion_comment

Column	Type	Keys
`id`	Long	PK
`contact_id`	Long	FK
`discussion_topic_id`	Long	FK
`answer`	Boolean
`body`	String
`body_text`	String
`created_at`	Instant
`published`	Boolean
`spam`	Boolean
`trash`	Boolean
`updated_at`	Instant

status_lookup

Column	Type	Keys
`id`	Long	PK
`label_for_agents`	String
`label_for_customer`	String

survey_question

Column	Type	Keys
`id`	String	PK
`survey_id`	String	PKFK
`accepted_ratings`	Json
`label`	String

solution_folder

Column	Type	Keys
`id`	Long	PK
`language_code`	String	PK
`category_id`	Long	FK
`parent_folder_id`	Long	FK
`articles_count`	Long
`company_ids`	Json
`company_segment_ids`	Json
`contact_segment_ids`	Json
`created_at`	Instant
`description`	String
`hierarchy`	Json
`icon_url`	String
`name`	String
`sub_folders_count`	Long
`updated_at`	Instant
`visibility`	Long
`visibility_label`	String

discussion_topic

Column	Type	Keys
`id`	Long	PK
`discussion_forum_id`	Long	FK
`created_at`	Instant
`hits`	Long
`locked`	Boolean
`merged_topic_id`	Long
`posts_count`	Long
`published`	Boolean
`replied_at`	Instant
`replied_by`	Long
`stamp_type`	Long
`sticky`	Boolean
`title`	String
`updated_at`	Instant
`user_id`	Long
`user_votes`	Long

advanced_survey_answer

Column	Type	Keys
`question_id`	String	PKFK
`response_id`	String	PKFK
`question_text`	String
`value`	Json

advanced_survey_question_rating

Column	Type	Keys
`value`	Int	PK
`question_id`	String	PKFK
`survey_id`	String	PKFK
`label`	String

ticket_fwd_email

Column	Type	Keys
`email`	String	PK
`ticket_id`	Long	PK

conversation_attachment

Column	Type	Keys
`id`	Long	PK
`conversation_id`	Long	PKFK
`attachment_url`	String
`content_type`	String
`created_at`	Instant
`name`	String
`size`	Long
`updated_at`	Instant

sla_policy_escalation_reminder_next_response

Column	Type	Keys
`agent_id`	Long	PKFK
`sla_policy_id`	Long	PKFK
`escalation_time`	Long

conversation_to_email

Column	Type	Keys
`email`	String	PK
`conversation_id`	Long	PKFK

agent_role

Column	Type	Keys
`agent_id`	Long	PKFK
`role_id`	Long	PKFK

time_entries

Column	Type	Keys
`id`	Long	PK
`agent_id`	Long	FK
`company_id`	Long	FK
`billable`	Boolean
`created_at`	Instant
`executed_at`	Instant
`note`	String
`start_time`	Instant
`ticket_id`	Long
`time_spent`	String
`timer_running`	Boolean
`updated_at`	Instant

contact

Column	Type	Keys
`id`	Long	PK
`company_id`	Long	FK
`active`	Boolean
`address`	String
`blocked`	Boolean
`created_at`	Instant
`csat_rating`	String
`description`	String
`email`	String
`facebook_id`	String
`job_title`	String
`language`	String
`mobile`	String
`name`	String
`phone`	String
`preferred_source`	String
`time_zone`	String
`twitter_id`	String
`unique_external_id`	String
`updated_at`	Instant