Domain Model
Support Ticket
Fields
| Field | Type | Required | Default | Description |
|---|---|---|---|---|
| id | string.uuid | Yes | — | Id |
| createdAt | string.date-time | Yes | — | Created at |
| updatedAt | string.date-time | Yes | — | Updated at |
| workspaceId | string | Yes | — | ID of the associated workspace |
| number | integer | Yes | — | Number |
| subject | string | Yes | — | Subject |
| status | enum(new, open, pending, on_hold, solved, closed) | Yes | — | Status |
| priority | enum(low, medium, high, critical) | Yes | — | Priority |
| type | enum(question, incident, problem, task, billing) | Yes | — | Type |
| channel | enum(portal, email, sms, chat, phone, api, internal) | Yes | — | Channel |
| queueId | string | Yes | — | ID of the associated queue |
| assigneeUserId | unknown | Yes | — | ID of the associated assignee user |
| requesterContactId | string | Yes | — | ID of the associated requester contact |
| customerId | string | Yes | — | ID of the associated customer |
| siteId | unknown | Yes | — | ID of the associated site |
| relatedSystemId | unknown | Yes | — | ID of the associated related system |
| relatedAssetId | unknown | Yes | — | ID of the associated related asset |
| escalatedTicketId | unknown | Yes | — | ID of the associated escalated ticket |
| mergedIntoTicketId | unknown | Yes | — | ID of the associated merged into ticket |
| splitFromTicketId | unknown | Yes | — | ID of the associated split from ticket |
| inboundEmailToken | string,null | Yes | — | Inbound email token |
| slaPolicyId | unknown | Yes | — | ID of the associated sla policy |
| firstResponseDueAt | unknown | Yes | — | First response due at |
| nextResponseDueAt | unknown | Yes | — | Next response due at |
| resolutionDueAt | unknown | Yes | — | Resolution due at |
| firstResponseAt | unknown | Yes | — | First response at |
| solvedAt | unknown | Yes | — | Solved at |
| closedAt | unknown | Yes | — | Closed at |
| firstResponseBreachedAt | unknown | Yes | — | First response breached at |
| resolutionBreachedAt | unknown | Yes | — | Resolution breached at |
| slaPausedAt | unknown | Yes | — | Sla paused at |
| slaPausedMs | integer | Yes | — | Sla paused ms |
| lastCustomerMessageAt | unknown | Yes | — | Last customer message at |
| lastAgentMessageAt | unknown | Yes | — | Last agent message at |
| reopenCount | integer | Yes | — | Reopen count |
| aiAutonomyMode | unknown | Yes | — | Ai autonomy mode |
| aiTokenBudget | unknown | Yes | — | Ai token budget |
| aiHandoffReason | string,null | Yes | — | Ai handoff reason |
| csatScore | unknown | Yes | — | Csat score |
| visibilityMode | unknown | Yes | — | Visibility mode |
| sourceMetadata | unknown | Yes | — | Source metadata |
Create Schema
Fields accepted when creating a new record:
| Field | Type | Required | Default | Description |
|---|---|---|---|---|
| subject | string | Yes | — | Subject |
| type | enum(question, incident, problem, task, billing) | Yes | "question" | Type |
| channel | enum(portal, email, sms, chat, phone, api, internal) | Yes | — | Channel |
| priority | enum(low, medium, high, critical) | Yes | "medium" | Priority |
| queueId | string | No | — | ID of the associated queue |
| assigneeUserId | unknown | No | — | ID of the associated assignee user |
| requesterContactId | string | Yes | — | ID of the associated requester contact |
| siteId | unknown | No | — | ID of the associated site |
| relatedSystemId | unknown | No | — | ID of the associated related system |
| relatedAssetId | unknown | No | — | ID of the associated related asset |
| visibilityMode | unknown | No | — | Visibility mode |
| bodyMarkdown | string | Yes | — | Body markdown |
Update Schema
All fields are optional when updating:
| Field | Type | Required | Default | Description |
|---|---|---|---|---|
| subject | string | No | — | Subject |
| type | enum(question, incident, problem, task, billing) | No | — | Type |
| priority | enum(low, medium, high, critical) | No | — | Priority |
| queueId | string | No | — | ID of the associated queue |
| assigneeUserId | unknown | No | — | ID of the associated assignee user |
| siteId | unknown | No | — | ID of the associated site |
| relatedSystemId | unknown | No | — | ID of the associated related system |
| relatedAssetId | unknown | No | — | ID of the associated related asset |
| visibilityMode | unknown | No | — | Visibility mode |
| status | enum(new, open, pending, on_hold, solved, closed) | No | — | Status |
| fromStatus | enum(new, open, pending, on_hold, solved, closed) | No | — | From status |
| slaPolicyId | unknown | No | — | ID of the associated sla policy |