# HelpDesk schema ERD

Table and field reference for the Fivetran HelpDesk connector.

## Table & Field Reference

### reply_address

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| created_by | Unknown | FK |
| email_domain_id | Unknown | FK |
| license_id | Unknown | FK |
| updated_by | Unknown | FK |
| created_at | Unknown |  |
| created_by_type | Unknown |  |
| email | Unknown |  |
| prefix | Unknown |  |
| updated_at | Unknown |  |
| verified | Unknown |  |

### blocked_email

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| created_by | Unknown | FK |
| license_id | Unknown | FK |
| updated_by | Unknown | FK |
| created_at | Unknown |  |
| created_by_type | Unknown |  |
| email | Unknown |  |
| updated_at | Unknown |  |

### view

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| agent_id | Unknown | FK |
| created_by | Unknown | FK |
| license_id | Unknown | FK |
| updated_by | Unknown | FK |
| created_at | Unknown |  |
| created_by_type | Unknown |  |
| filter | Json |  |
| name | Unknown |  |
| ordering | Unknown |  |
| updated_at | Unknown |  |

### template_attachment

| Column | Type | Keys |
| --- | --- | --- |
| index | Unknown | PK |
| template_id | Unknown | PK, FK |
| cid | Unknown |  |
| name | Unknown |  |
| size | Unknown |  |
| type | Unknown |  |

### template

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| created_by | Unknown | FK |
| license_id | Unknown | FK |
| updated_by | Unknown | FK |
| content_appearance | Json |  |
| content_text | Unknown |  |
| content_type | Unknown |  |
| created_at | Unknown |  |
| created_by_type | Unknown |  |
| name | Unknown |  |
| type | Unknown |  |
| updated_at | Unknown |  |

### ticket_custom_field_team

| Column | Type | Keys |
| --- | --- | --- |
| team_id | Unknown | PK, FK |
| ticket_custom_field_id | Unknown | PK, FK |

### ticket_custom_field

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| created_by | Unknown | FK |
| license_id | Unknown | FK |
| updated_by | Unknown | FK |
| api_key | Unknown |  |
| created_at | Unknown |  |
| created_by_type | Unknown |  |
| display_name | Unknown |  |
| role_level | Unknown |  |
| status | Unknown |  |
| type | Unknown |  |
| updated_at | Unknown |  |

### license

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| created_by | Unknown | FK |
| default_team_id | Unknown | FK |
| default_template_id | Unknown | FK |
| updated_by | Unknown | FK |
| created_at | Unknown |  |
| created_by_type | Unknown |  |
| detected_languages | Json |  |
| landing_page | Unknown |  |
| past_due | Unknown |  |
| referrer | Unknown |  |
| source_id | Unknown |  |
| state | Unknown |  |
| type | Unknown |  |
| updated_at | Unknown |  |
| url | Unknown |  |
| utm_campaign | Unknown |  |
| utm_content | Unknown |  |
| utm_medium | Unknown |  |
| utm_source | Unknown |  |
| utm_term | Unknown |  |
| verified_at | Unknown |  |
| verified_by | Unknown |  |
| flags_** |  |  |
| settings_** |  |  |

### canned_response_attachment

| Column | Type | Keys |
| --- | --- | --- |
| index | Unknown | PK |
| canned_response_id | Unknown | PK, FK |
| cid | Unknown |  |
| name | Unknown |  |
| size | Unknown |  |
| type | Unknown |  |

### canned_response

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| created_by | Unknown | FK |
| license_id | Unknown | FK |
| team_id | Unknown | FK |
| updated_by | Unknown | FK |
| created_at | Unknown |  |
| created_by_type | Unknown |  |
| rich_text_obj | Json |  |
| shortcut | Json |  |
| text | Unknown |  |
| updated_at | Unknown |  |

### tags

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| created_by | Unknown | FK |
| license_id | Unknown | FK |
| team_id | Unknown | FK |
| updated_by | Unknown | FK |
| created_at | Unknown |  |
| created_by_type | Unknown |  |
| name | Unknown |  |
| updated_at | Unknown |  |

### macros_team

| Column | Type | Keys |
| --- | --- | --- |
| macros_id | Unknown | PK, FK |
| team_id | Unknown | PK, FK |

### macros_action

| Column | Type | Keys |
| --- | --- | --- |
| index | Unknown | PK |
| macros_id | Unknown | PK, FK |
| agent_id | Unknown | FK |
| canned_response_id | Unknown | FK |
| tag_id | Unknown | FK |
| team_id | Unknown | FK |
| follower | Unknown |  |
| is_private | Unknown |  |
| priority | Unknown |  |
| random_agent | Unknown |  |
| round_robin | Unknown |  |
| spam | Unknown |  |
| status | Unknown |  |
| template | Json |  |
| type | Unknown |  |

### macros

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| agent_id | Unknown | FK |
| created_by | Unknown | FK |
| license_id | Unknown | FK |
| updated_by | Unknown | FK |
| created_at | Unknown |  |
| created_by_type | Unknown |  |
| description | Unknown |  |
| name | Unknown |  |
| updated_at | Unknown |  |

### email_domain_dns_cname

| Column | Type | Keys |
| --- | --- | --- |
| index | Unknown | PK |
| email_domain_id | Unknown | PK, FK |
| host | Unknown |  |
| value | Unknown |  |

### email_domain_dns_txt

| Column | Type | Keys |
| --- | --- | --- |
| index | Unknown | PK |
| email_domain_id | Unknown | PK, FK |
| host | Unknown |  |
| value | Unknown |  |

### email_domain

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| created_by | Unknown | FK |
| license_id | Unknown | FK |
| updated_by | Unknown | FK |
| created_at | Unknown |  |
| created_by_type | Unknown |  |
| inbox_used | Unknown |  |
| name | Unknown |  |
| status | Unknown |  |
| updated_at | Unknown |  |

### mailbox

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| agent_id | Unknown | FK |
| created_by | Unknown | FK |
| license_id | Unknown | FK |
| team_id | Unknown | FK |
| updated_by | Unknown | FK |
| created_at | Unknown |  |
| created_by_type | Unknown |  |
| description | Unknown |  |
| inbox_used | Unknown |  |
| name | Unknown |  |
| updated_at | Unknown |  |

### agent_role

| Column | Type | Keys |
| --- | --- | --- |
| index | Unknown | PK |
| agent_id | Unknown | PK, FK |
| role | Unknown |  |

### agent_team

| Column | Type | Keys |
| --- | --- | --- |
| agent_id | Unknown | PK, FK |
| team_id | Unknown | PK, FK |

### agent_attachment

| Column | Type | Keys |
| --- | --- | --- |
| index | Unknown | PK |
| agent_id | Unknown | PK, FK |
| cid | Unknown |  |
| name | Unknown |  |
| size | Unknown |  |
| type | Unknown |  |

### agent

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| created_by | Unknown | FK |
| license_id | Unknown | FK |
| updated_by | Unknown | FK |
| auto_assignment | Unknown |  |
| created_at | Unknown |  |
| created_by_type | Unknown |  |
| email | Unknown |  |
| email_notifications_active | Unknown |  |
| email_verified | Unknown |  |
| google_analytics_client_id | Unknown |  |
| google_analytics_session_id | Unknown |  |
| invert_colors_in_dark_mode | Unknown |  |
| job_title | Unknown |  |
| name | Unknown |  |
| signature_rich_text_obj | Json |  |
| signature_text | Unknown |  |
| status | Unknown |  |
| theme | Unknown |  |
| time_zone | Unknown |  |
| updated_at | Unknown |  |
| web_push_notifications_active | Unknown |  |
| weekly_reports | Unknown |  |
| custom_** |  |  |

### rule_action

| Column | Type | Keys |
| --- | --- | --- |
| index | Unknown | PK |
| rule_id | Unknown | PK, FK |
| agent_id | Unknown | FK |
| tag_id | Unknown | FK |
| team_id | Unknown | FK |
| canned_response_id | Unknown |  |
| followers | Unknown |  |
| is_private | Unknown |  |
| priority | Unknown |  |
| random_agent | Unknown |  |
| round_robin | Unknown |  |
| spam | Unknown |  |
| status | Unknown |  |
| template | Json |  |
| type | Unknown |  |

### rule

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| created_by | Unknown | FK |
| license_id | Unknown | FK |
| updated_by | Unknown | FK |
| active | Unknown |  |
| created_at | Unknown |  |
| created_by_type | Unknown |  |
| description | Unknown |  |
| limit_per_ticket | Unknown |  |
| name | Unknown |  |
| ordering | Unknown |  |
| quantifiers | Unknown |  |
| trigger | Json |  |
| type | Unknown |  |
| updated_at | Unknown |  |
| use_counter | Unknown |  |

### subscription

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| license_id | Unknown | FK |
| activated_at | Unknown |  |
| cancelled_at | Unknown |  |
| created_at | Unknown |  |
| current_period_ends_at | Unknown |  |
| current_period_started_at | Unknown |  |
| expires_at | Unknown |  |
| plan_code | Unknown |  |
| quantity | Unknown |  |
| state | Unknown |  |
| trial_ends_at | Unknown |  |
| trial_started_at | Unknown |  |
| unit_amount_in_cents | Unknown |  |
| updated_at | Unknown |  |

### trusted_email

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| created_by | Unknown | FK |
| license_id | Unknown | FK |
| updated_by | Unknown | FK |
| created_at | Unknown |  |
| created_by_type | Unknown |  |
| email | Unknown |  |
| updated_at | Unknown |  |

### team

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| created_by | Unknown | FK |
| license_id | Unknown | FK |
| reply_address_id | Unknown | FK |
| template_id | Unknown | FK |
| updated_by | Unknown | FK |
| created_at | Unknown |  |
| created_by_type | Unknown |  |
| integration_external_id | Unknown |  |
| name | Unknown |  |
| notify_team_about_assigned_ticket | Unknown |  |
| notify_team_about_requesters_activity | Unknown |  |
| reply_name | Unknown |  |
| tag_reminder | Unknown |  |
| unauth_reply_creates_new_ticket | Unknown |  |
| updated_at | Unknown |  |

### ticket_team

| Column | Type | Keys |
| --- | --- | --- |
| team_id | Unknown | PK, FK |
| ticket_id | Unknown | PK, FK |

### ticket_event

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| ticket_id | Unknown | PK, FK |
| author_id | Unknown | FK |
| author_type | Unknown |  |
| date | Unknown |  |
| detailed_source | Unknown |  |
| message_is_private | Unknown |  |
| message_text | Unknown |  |
| rich_text_obj | Unknown |  |
| source_from | Unknown |  |
| source_type | Unknown |  |
| status_new | Unknown |  |
| status_old | Unknown |  |
| type | Unknown |  |

### ticket_follower

| Column | Type | Keys |
| --- | --- | --- |
| follower_id | Unknown | PK, FK |
| ticket_id | Unknown | PK, FK |

### ticket_cc

| Column | Type | Keys |
| --- | --- | --- |
| email | Unknown | PK |
| ticket_id | Unknown | PK, FK |
| name | Unknown |  |

### ticket_event_delivery_status

| Column | Type | Keys |
| --- | --- | --- |
| entity_id | Unknown | PK |
| ticket_event_id | Unknown | PK, FK |
| ticket_id | Unknown | PK, FK |
| date | Unknown |  |
| status | Unknown |  |

### ticket_tag

| Column | Type | Keys |
| --- | --- | --- |
| tag_id | Unknown | PK, FK |
| ticket_id | Unknown | PK, FK |

### child_ticket

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| ticket_id | Unknown | PK, FK |

### ticket

| Column | Type | Keys |
| --- | --- | --- |
| id | Unknown | PK |
| assignment_agent_id | Unknown | FK |
| created_by | Unknown | FK |
| license_id | Unknown | FK |
| parent_ticket_id | Unknown | FK |
| source_mailbox_id | Unknown | FK |
| updated_by | Unknown | FK |
| created_at | Unknown |  |
| created_by_type | Unknown |  |
| detected_language | Unknown |  |
| integration_reference_id | Unknown |  |
| integration_reference_type | Unknown |  |
| integration_reference_url | Unknown |  |
| integration_type | Unknown |  |
| integrations | Unknown |  |
| last_message_at | Unknown |  |
| priority | Unknown |  |
| rating_comment | Unknown |  |
| rating_rate | Unknown |  |
| rating_request_sent | Unknown |  |
| rating_requested_at | Unknown |  |
| requester_email | Unknown |  |
| requester_name | Unknown |  |
| silo | Unknown |  |
| source_detailed_source | Unknown |  |
| source_external | Unknown |  |
| source_from | Unknown |  |
| source_integration_type | Unknown |  |
| source_reference_id | Unknown |  |
| source_reference_type | Unknown |  |
| source_type | Unknown |  |
| spam_reason | Unknown |  |
| spam_status | Unknown |  |
| status | Unknown |  |
| subject | Unknown |  |
| updated_at | Unknown |  |

## Relationships

- reply_address(license_id) → license(id)
- reply_address(created_by) → agent(id)
- reply_address(email_domain_id) → email_domain(id)
- reply_address(updated_by) → agent(id)
- blocked_email(license_id) → license(id)
- blocked_email(created_by) → agent(id)
- blocked_email(updated_by) → agent(id)
- view(license_id) → license(id)
- view(created_by) → agent(id)
- view(agent_id) → agent(id)
- view(updated_by) → agent(id)
- template_attachment(template_id) → template(id)
- template(license_id) → license(id)
- template(created_by) → agent(id)
- template(updated_by) → agent(id)
- ticket_custom_field_team(team_id) → team(id)
- ticket_custom_field_team(ticket_custom_field_id) → ticket_custom_field(id)
- ticket_custom_field(license_id) → license(id)
- ticket_custom_field(created_by) → agent(id)
- ticket_custom_field(updated_by) → agent(id)
- license(default_template_id) → template(id)
- license(created_by) → agent(id)
- license(default_team_id) → team(id)
- license(updated_by) → agent(id)
- canned_response_attachment(canned_response_id) → canned_response(id)
- canned_response(team_id) → team(id)
- canned_response(license_id) → license(id)
- canned_response(created_by) → agent(id)
- canned_response(updated_by) → agent(id)
- tags(team_id) → team(id)
- tags(license_id) → license(id)
- tags(created_by) → agent(id)
- tags(updated_by) → agent(id)
- macros_team(team_id) → team(id)
- macros_team(macros_id) → macros(id)
- macros_action(team_id) → team(id)
- macros_action(tag_id) → tags(id)
- macros_action(agent_id) → agent(id)
- macros_action(canned_response_id) → canned_response(id)
- macros_action(macros_id) → macros(id)
- macros(license_id) → license(id)
- macros(created_by) → agent(id)
- macros(agent_id) → agent(id)
- macros(updated_by) → agent(id)
- email_domain_dns_cname(email_domain_id) → email_domain(id)
- email_domain_dns_txt(email_domain_id) → email_domain(id)
- email_domain(license_id) → license(id)
- email_domain(created_by) → agent(id)
- email_domain(updated_by) → agent(id)
- mailbox(team_id) → team(id)
- mailbox(license_id) → license(id)
- mailbox(created_by) → agent(id)
- mailbox(agent_id) → agent(id)
- mailbox(updated_by) → agent(id)
- agent_role(agent_id) → agent(id)
- agent_team(team_id) → team(id)
- agent_team(agent_id) → agent(id)
- agent_attachment(agent_id) → agent(id)
- agent(license_id) → license(id)
- agent(created_by) → agent(id)
- agent(updated_by) → agent(id)
- rule_action(team_id) → team(id)
- rule_action(tag_id) → tags(id)
- rule_action(agent_id) → agent(id)
- rule_action(rule_id) → rule(id)
- rule(license_id) → license(id)
- rule(created_by) → agent(id)
- rule(updated_by) → agent(id)
- subscription(license_id) → license(id)
- trusted_email(license_id) → license(id)
- trusted_email(created_by) → agent(id)
- trusted_email(updated_by) → agent(id)
- team(template_id) → template(id)
- team(reply_address_id) → reply_address(id)
- team(license_id) → license(id)
- team(created_by) → agent(id)
- team(updated_by) → agent(id)
- ticket_team(team_id) → team(id)
- ticket_team(ticket_id) → ticket(id)
- ticket_event(author_id) → agent(id)
- ticket_event(ticket_id) → ticket(id)
- ticket_follower(follower_id) → agent(id)
- ticket_follower(ticket_id) → ticket(id)
- ticket_cc(ticket_id) → ticket(id)
- ticket_event_delivery_status(ticket_id) → ticket_event(id)
- ticket_event_delivery_status(ticket_event_id) → ticket_event(ticket_id)
- ticket_tag(tag_id) → tags(id)
- ticket_tag(ticket_id) → ticket(id)
- child_ticket(ticket_id) → ticket(id)
- ticket(parent_ticket_id) → ticket(id)
- ticket(license_id) → license(id)
- ticket(created_by) → agent(id)
- ticket(assignment_agent_id) → agent(id)
- ticket(source_mailbox_id) → mailbox(id)
- ticket(updated_by) → agent(id)