Legend
🔑 = primary key
➤ = foreign key relation
⇱ = external link
id 🔑
available
occasional
signature
ticket_scope
created_at
updated_at�available_since
contact_active�contact_email
contact_job_title
contact_language
contact_last_login_at
contact_mobile�contact_name
contact_phone
contact_time_zone
contact_created_at
contact_updated_at
AGENT ⇱
company_id 🔑 ➤ COMPANY
domain 🔑
COMPANY_DOMAIN ⇱
id 🔑
company_id 🔑 ➤ COMPANY
active
address
description
job_title
language
mobile
name
phone
time_zone
twitter_id
created_at
updated_at
custom_*
CONTACT ⇱
id 🔑
escalate_to ➤ AGENT
business_hour_id ➤ BUSINESS_HOUR
description
name
unassigned_for
created_at
updated_at
auto_ticket_assign
GROUP ⇱
id 🔑
description
name
default
created_at
updated_at
ROLE ⇱
id 🔑
email_config_id ➤ EMAIL_CONFIG
group_id ➤ GROUP
responder_id ➤ AGENT
company_id ➤ COMPANY
product_id ➤ PRODUCT
priority ➤ PRIORITY_LOOKUP
source ➤ SOURCE_LOOKUP
status ➤ STATUS_LOOKUP
association_type
fr_escalated
spam
requester_id
subject
type
created_at
updated_at
due_by
fr_due_by
is_escalated
description_text
description
stats_resolved_at
stats_first_responded_at
stats_agent_responded_at�stats_requester_responded_at
stats_closed_at
stats_status_updated_at�stats_reopened_at�stats_pending_since
custom_*
TICKET_HISTORY ⇱
ticket_id 🔑 ➤ TICKET_HISTORY
email 🔑
TICKET_CC_EMAIL ⇱
ticket_id 🔑 ➤ TICKET_HISTORY
email 🔑
TICKET_FWD_EMAIL ⇱
ticket_id 🔑 ➤ TICKET_HISTORY
email 🔑
TICKET_REPLY_CC_EMAIL ⇱
ticket_id 🔑 ➤ TICKET_HISTORY
email 🔑
TICKET_TO_EMAIL ⇱
id 🔑
contact_id ➤ CONTACT
ticket_id ➤ TICKET_HISTORY
body_text
body
incoming
private
support_email
source
created_at
updated_at
from_email
CONVERSATION ⇱
conversation_id 🔑 ➤ CONVERSATION
email 🔑
CONVERSATION_TO_EMAIL ⇱
conversation_id 🔑 ➤ CONVERSATION
email 🔑
CONVERSATION_CC_EMAIL ⇱
conversation_id 🔑 ➤ CONVERSATION
email 🔑
CONVERSATION_BCC_EMAIL ⇱
conversation_id 🔑 ➤ CONVERSATION
id 🔑
content_type
size
name
attachment_url
created_at
updated_at
CONVERSATION_ATTACHMENT ⇱
id 🔑
name
description
created_at
updated_at
DISCUSSION_CATEGORY ⇱
id 🔑
discussion_category_id ➤ DISCUSSION_CATEGORY
name
description
position
forum_type
forum_visibility
topics_count
posts_count
DISCUSSION_FORUM ⇱
id 🔑
discussion_forum_id ➤ DISCUSSION_FORUM
title
user_id
locked
published
stamp_type
replied_by
posts_count
hits
user_votes�merged_topic_id
sticky
created_at
updated_at
replied_at
DISCUSSION_TOPIC ⇱
id 🔑
discussion_topic_id ➤ DISCUSSION_TOPIC
contact_id ➤ CONTACT
body_text
body
answer
published
spam
trash
created_at
updated_at
DISCUSSION_COMMENT ⇱
id 🔑
title
created_at
updated_at
SURVEY ⇱
id 🔑
survey_id 🔑 ➤ SURVEY
label
accepted_ratings
SURVEY_QUESTION ⇱
id 🔑
survey_id ➤ SURVEY
agent_id ➤ AGENT�group_id ➤ GROUP
ticket_id ➤ TICKET_HISTORY
contact_id ➤ CONTACT
feedback
created_at
updated_at
SATISFACTION_RATING ⇱
survey_question_id 🔑 ➤ SURVEY_QUESTION
satisfaction_rating_id 🔑 ➤ SATISFACTION_RATING
value
SATISFACTION_RATING_VALUE ⇱
id 🔑
agent_id ➤ AGENT
ticket_id ➤ TICKET_HISTORY
company_id ➤ COMPANY
billable
note
timer_running
time_spent
created_at
updated_at
executed_at
start_time
TIME_ENTRIES ⇱
id 🔑
product_id ➤ PRODUCT
group_id ➤ GROUP
name
to_email
reply_email
primary_role
active
created_at
updated_at
EMAIL_CONFIG ⇱
id 🔑
name
description
created_at
updated_at
PRODUCT ⇱
agent_id 🔑 ➤ AGENT
group_id 🔑 ➤ GROUP
AGENT_GROUP
agent_id 🔑 ➤ AGENT
role_id 🔑 ➤ ROLE
AGENT_ROLE
ticket_id 🔑 ➤ TICKET_HISTORY
index 🔑
tag
TICKET_TAG ⇱
id🔑
source
SOURCE_LOOKUP
id🔑
label_for_agents
label_for_customers
STATUS_LOOKUP
id🔑
priority
PRIORITY_LOOKUP
Ticket lookup tables
id 🔑
name
description
created_at
updated_at
time_zone
is_default
sunday_start_time�sunday_end_time
monday_start_time�monday_end_time
tuesday_start_time�tuesday_end_time
wednesday_start_time�wednesday_end_time
thursday_start_time�thursday_end_time
friday_start_time�friday_end_time
saturday_start_time�saturday_end_time
BUSINESS_HOUR ⇱
id 🔑
name
note
created_at
updated_at
description
health_score
account_tier�renewal_date�industry�org_company_id
custom_*
COMPANY ⇱
id 🔑
active
description
is_default
name
position
created_at
updated_at
SLA_POLICY ⇱
sla_policy_id 🔑 ➤ SLA_POLICY
priority 🔑
business_hours
respond_within
resolve_within
next_respond_within
escalation_enabled
SLA_POLICY_TARGET ⇱
sla_policy_id 🔑 ➤ SLA_POLICY
agent_id 🔑➤ AGENT
escalation_time
SLA_POLICY_ESCALATION_RESPONSE ⇱
resolution_level 🔑
response_escalation_agent_id 🔑➤ AGENT
sla_policy_id 🔑 ➤ SLA_POLICY
escalation_time
SLA_POLICY_ESCALATION_RESOLUTION ⇱
sla_policy_id 🔑 ➤ SLA_POLICY
agent_id 🔑➤ AGENT
escalation_time
SLA_POLICY_ESCALATION_NEXT_RESPONSE ⇱
sla_policy_id 🔑 ➤ SLA_POLICY
agent_id🔑 ➤ AGENT
escalation_time
SLA_POLICY_ESCALATION_REMINDER_NEXT_RESPONSE ⇱
sla_policy_id 🔑 ➤ SLA_POLICY
agent_id 🔑 ➤ AGENT
escalation_time
SLA_POLICY_ESCALATION_REMINDER_RESOLUTION ⇱
sla_policy_id 🔑 ➤ SLA_POLICY
agent_id 🔑➤ AGENT
escalation_time
SLA_POLICY_ESCALATION_REMINDER_RESPONSE ⇱
�sla_policy_id 🔑 ➤ SLA_POLICY�value 🔑 ➤ TICKET
applicable_to 🔑
SLA_POLICY_APPLICABLE_TO ⇱
id 🔑
active
automation_type
affected_tickets_count
created_at
last_updated_by
name
operator
outdated
performer_type
position
summary
updated_at
AUTOMATION ⇱
automation_id 🔑 ➤ AUTOMATION
fivetran_id 🔑�name
match_type
properties_*
AUTOMATION_CONDITION ⇱
automation_id 🔑 ➤ AUTOMATION
fivetran_id 🔑
anchor_type
auth_header
content
content_layout
content_type
email_body
email_subject
email_to
field_name
field_type
note_body
notify_agents
request_type
show_inherit_properties_toggle
thread_body
ticket_body
ticket_subject
url
value
AUTOMATION_ACTION ⇱
automation_id🔑 ➤ AUTOMATION
fivetran_id 🔑
field_name
from
related_conditions
to
to_nested_field
value
AUTOMATION_EVENT ⇱
automation_id 🔑 ➤ AUTOMATION
member_id 🔑 ➤ AGENT
AUTOMATION_PERFORMER_MEMBER ⇱