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Data Maping

This document describes the fields and data types used on various pages in the Freshdesk customer support system. It includes fields for tickets, contacts, emails, and company profiles. Key fields capture information like names, subjects, descriptions, statuses, and priority levels. Data types are primarily strings, with some numbers. Fields either allow null values or require a selection.

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Alexandru Eremia
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© © All Rights Reserved
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Download as XLSX, PDF, TXT or read online on Scribd
43 views

Data Maping

This document describes the fields and data types used on various pages in the Freshdesk customer support system. It includes fields for tickets, contacts, emails, and company profiles. Key fields capture information like names, subjects, descriptions, statuses, and priority levels. Data types are primarily strings, with some numbers. Fields either allow null values or require a selection.

Uploaded by

Alexandru Eremia
Copyright
© © All Rights Reserved
Available Formats
Download as XLSX, PDF, TXT or read online on Scribd
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Source Destination Field Name Data Type Nullable

Freshdesk New Ticket Page Contact String Yes

Freshdesk New Ticket Page Subject String Yes

Freshdesk New Ticket Page Type String No

Freshdesk New Ticket Page Status String Yes

Freshdesk New Ticket Page Priority String Yes

Freshdesk New Ticket Page Group String No

Freshdesk New Ticket Page Agent String No

Freshdesk New Ticket Page Description String Yes

Freshdesk New Contact Page Full Name String Yes

Freshdesk New Contact Page Title String No

Freshdesk New Contact Page Contact details String Yes

Freshdesk New Contact Page Company String No

Freshdesk New Contact Page Address String No

Freshdesk New Contact Page Time Zone String No

Freshdesk New Contact Page Language String No

Freshdesk New Contact Page Tags String No

Freshdesk New Contact Page About String No

Freshdesk New Email Page To String Yes


Freshdesk New Email Page Subject String Yes

Freshdesk New Email Page Description String Yes

Freshdesk New Email Page Priority String Yes

Freshdesk New Email Page Status String Yes

Freshdesk New Email Page Tags String No

Freshdesk New Company Page Company Name String Yes

Freshdesk New Company Page Description String No

Freshdesk New Company Page Notes String No

Freshdesk New Company Page Domains String No

Freshdesk New Company Page Health Score String No

Freshdesk New Company Page Account tier String No

Freshdesk New Company Page Renewal Date Numeric No

Freshdesk New Company Page Industry String No


Description
This field is going to have the customer's
Details: Name, Email and phone number

In this field the client is going to write the


main issue or a keyword about his problem

In this field the customer will be asked what kind


of ticket it is and a pop up list will show if it is:
question, incident, Problem, Feature Request or
refund

This field shows the status of the ticket, it can be


open, closed, resolved, still pending or waiting
on customer, or Third Party response.
This field shows the priority of the ticket: Low,
Medium, High or Urgent

This field organises the tickets between the


groups of the company such as: Account
managers, Billing, Product management, etc or
you can either choose any.
This field shows the person that resolved the
ticket.
In this field the client explains with as much
details as possible what is his problem.
In this field the new contact should add their full
name
In this field they should put his/her title for
example: Mr, Mrs, Miss, etc.

In this field the new contact should complete at


least one of the fields of contact with either
email, phone, twitter or unique external ID.

In this field they should put the company's name

In this field they should add their home address


In this field they should select the Time Zone
they live in

In this field they should select the Language that


they are comfortable talking in
In this field they should add a tag to evidentiate
what is more important

In this field they should add more details about


themselves, those information will be on their
profile.
In this field you should write the person that you
want to send the email to
In this field you should write a title that will
sumarise the content of the email.

In this field you should write the content of the


email, explaining you problem or the reason why
you are writing this email.

In this field you should select the priority of this


email: Low, Medium, High or Urgent.

In this field you should select the status of this


email: Open, Closed, Resolved, Pending or
waiting on customer or Third Party response.

In this field you should add a tag to evidentiate


what is more important in this email.
In this field you should add the name of the
company.

In this field you should describe the company for


example what they do, for how long, etc.

In this field you should add notes about this


company for example maybe a recent deal or
acquisition, etc.

In this field you should add different domains to


get more information about the company for
example a website.

In this field you should select how is the


company doing recently, for example you can
select either: At risk, Doing okay or Happy.

In this field you should select the type of


account you have for example: Basic, premium
or Enterprise.
In this field you should select the date of
renewal of your account.

In this field you should select the industry that


your company is working in you can choose
anything from automotives to Utilities or even
select other.

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