Resource types
Learn about the resource types supported by the API.
Introduction
Organizations rely on a variety of software and tools to help them with their operations. When such tools share a common goal, you can say they belong to the same category. When tools belong to the same category, they are often organized around the same unit of work, leverage similar sets of attributes, and structure information in a similar way.
For example, despite how each one calls it, many customer service tools are organized around the same basic unit of work.
Whether they're called Tickets, Requests, or Stories, they enable people to do the same kind of work
and have a common set of attributes like assignee, requester, or status.
Resource types are basic wrappers for data that belongs to the same software category. They enable rendering, actions, and behaviors that are specific to each category resources belongs to. They are how our platform makes sense of your data.
If your data is from a tool that belongs to one of the categories supported by our resource types, you can ingest it even when we don't have a connector for your tool.
To do so, you export resources from your tool and map its attributes to the attributes of a resource type. That way, after your resources are processed, you can see, find, and export data in a format that matches the format from the tool it came from.
We support the following resource types:
Tickets
The Ticket resource type defines resources with which two parties communicate and track work to resolve issues
or deliver incremental value. Customer support requests, service desk tickets, or software development projects are
some examples of what you can mapped to this resource type.
Depending on the software or tool, these items are known with varying names. Here's a list of how they're known and the softwares that use them.
| Alternative names | Softwares |
|---|---|
| Stories, Bugs, Issues, Requests, Pull Requests | Zendesk, JIRA, GitHub, ServiceNow, Salesforce, Zoho, Shortcut, Microsoft Azure, Trello, Asana |
For a list of all the attributes available for the ticket resource type, see Tickets in our API reference.
Follow our tutorial about ingesting tickets.
Raw files
You can ingest a wide range of raw files. Many of them are rendered in our UI, you can download all of them after you've uploaded them and they're processed by our platform.
Resources go through a processing pipeline that detects and indexes its content to allow you to search, filter, and export. Some information may not be available until the processing completes. The completion time depends on the resources' size and content.
Here's the details of what raw files you can view in the UI:
- Media (Audio, Video, Images)
- PDFs
- Microsoft Documents (DOC, DOCX, PPT, PPTX), rendered as PDFs
- Microsoft Spreadsheets (Worksheets rendered as tabs)
- Plain text (CSV, TXT), rendered as PDFs
- Emails (EML, MSG)
- Web pages (HTM, HTML)
- Code
Resources bigger than 10 MBs are not rendered, but you can still download them.
For security reasons, we don't support some file extensions. Unsupported file extensions are
APK, APP, BAT, BIN, CAB, COM, DAT, DEV, DLL, DLX,
DMG, DRV, EXE, ICO, IPA, ISO, JAR, and SYS.