Data Model Overview

Understand the core data structures in DZDESK.

Core Entities

Tenant

The top-level organization:

• Isolated data container
• Configuration holder
• User boundary

User

People who access DZDESK:

• Profile information
• Role assignment
• Group membership

Request

Support tickets:

• Issue details
• Status tracking
• Assignment info
• Activity history

Group

Team organization:

• Collection of users
• Request assignment target
• Queue management

Entity Relationships

Tenant
  ├── Users
  │     └── Group Memberships
  ├── Groups
  │     └── Members
  ├── Requests
  │     ├── Requester (User)
  │     ├── Assigned Agent (User)
  │     ├── Assigned Group (Group)
  │     ├── Comments
  │     ├── Attachments
  │     └── Activities
  └── SLA Tiers

Request Structure

Core Fields

Field	Type	Description
id	UUID	Unique identifier
title	String	Summary
description	Text	Detailed description
status	Enum	Current state
priority	Enum	Urgency level
category	String	Classification
createdAt	DateTime	Creation time
updatedAt	DateTime	Last update

Relationships

Field	Type	Description
requester	User	Who submitted
assignedTo	User	Assigned agent
assignedGroup	Group	Assigned team
comments	Array	Discussion
attachments	Array	Files
activities	Array	History

Status Values

Status	Description
open	New, unassigned
assigned	Agent assigned
in_progress	Being worked
pending	Waiting
resolved	Solution provided
closed	Completed

User Structure

Core Fields

Field	Type	Description
id	UUID	Unique identifier
email	String	Login email
name	String	Display name
role	Enum	Permission level
status	Enum	Active/inactive
isVip	Boolean	VIP status

Relationships

Field	Type	Description
groups	Array	Group memberships
assignedRequests	Array	Assigned work
createdRequests	Array	Submitted requests

SLA Structure

SLA Tier

Field	Type	Description
id	UUID	Unique identifier
name	String	Tier name
responseTarget	Integer	Hours to respond
resolutionTarget	Integer	Hours to resolve
includeSaturday	Boolean	Count Saturday
includeSunday	Boolean	Count Sunday

Request SLA

Field	Type	Description
tier	SLA Tier	Applied tier
responseDeadline	DateTime	Response due
resolutionDeadline	DateTime	Resolution due
responseStatus	Enum	Met/breached
resolutionStatus	Enum	Status

Activity/Event Structure

Fields

Field	Type	Description
id	UUID	Unique identifier
type	Enum	Event type
actor	User	Who acted
timestamp	DateTime	When
changes	Object	What changed

Event Types

• request.created
• request.updated
• request.status_changed
• request.assigned
• request.commented
• request.attachment_added

Data Isolation

Tenant Isolation

• Separate database schema per tenant
• No cross-tenant queries
• Independent configuration

Row-Level Security

• All queries filtered by tenant
• Cannot access other tenants
• Enforced at database level

Indexing

Primary Indexes

• All ID fields
• Foreign key references
• Frequently filtered fields

Search Indexes

• Full-text on title/description
• Optimized for common queries
• Updated in near-real-time

API Representation

JSON Format

{
  "id": "req_abc123",
  "title": "Issue title",
  "status": "open",
  "priority": "high",
  "requester": {
    "id": "usr_123",
    "email": "user@company.com"
  },
  "assignedTo": null,
  "createdAt": "2024-01-15T10:00:00Z"
}

Nested vs Flat

• Related entities embedded when useful
• IDs for references
• Expandable relationships

Related Topics

• Requests API - API structure
• Users API - User API
• Events API - Event structure