Tickets de soporte

support

Tickets de soporte al cliente con seguimiento de respuestas y gestión de SLA.

Colecciones

Tickets

Support tickets and requests

Campos del esquema

subject:stringdescription:stringstatus:stringpriority:stringcategory:stringassignee:stringchannel:stringtags:array

Customers

Customer profiles

Campos del esquema

name:stringemail:stringplan:stringcompany:string

Responses

Ticket replies and internal notes

Campos del esquema

body:stringtype:stringauthor:stringtimestamp:string

Relaciones

tickets

submitted_by

customersTicket submitted by customer

tickets

has_response

responsesTicket has response

tickets

related_to

ticketsRelated tickets

Consultas de ejemplo

Consulte los datos de esta plantilla usando el endpoint SQL.

Open tickets by priority

Count open tickets grouped by priority to identify escalation needs.

SELECT
  data.priority.:String as priority,
  count() as ticket_count
FROM records FINAL
WHERE workspace_id = {workspace_id:String}
  AND collection = 'tickets'
  AND deleted = false
  AND data.status.:String IN ('open', 'in_progress', 'waiting')
GROUP BY priority
ORDER BY ticket_count DESC

Tickets by category and channel

Breakdown of ticket categories across support channels.

SELECT
  data.category.:String as category,
  data.channel.:String as channel,
  count() as ticket_count
FROM records FINAL
WHERE workspace_id = {workspace_id:String}
  AND collection = 'tickets'
  AND deleted = false
GROUP BY category, channel
ORDER BY ticket_count DESC

Agent workload

Count active tickets per assignee to balance workload.

SELECT
  data.assignee.:String as agent,
  count() as active_tickets,
  countIf(data.priority.:String = 'urgent') as urgent_count
FROM records FINAL
WHERE workspace_id = {workspace_id:String}
  AND collection = 'tickets'
  AND deleted = false
  AND data.status.:String IN ('open', 'in_progress')
GROUP BY agent
ORDER BY active_tickets DESC

Tickets by customer plan

Join tickets with customers to see ticket volume by plan tier.

WITH
  ticket_customers AS (
    SELECT source_id as ticket_id, target_id as customer_id
    FROM relationships FINAL
    WHERE workspace_id = {workspace_id:String}
      AND rel_type = 'submitted_by'
      AND deleted = false
  )
SELECT
  c.data.plan.:String as plan,
  count() as ticket_count
FROM records t FINAL
JOIN ticket_customers tc ON tc.ticket_id = t.id
JOIN records c FINAL ON c.id = tc.customer_id
  AND c.workspace_id = {workspace_id:String}
  AND c.deleted = false
WHERE t.workspace_id = {workspace_id:String}
  AND t.collection = 'tickets'
  AND t.deleted = false
GROUP BY plan
ORDER BY ticket_count DESC

Inicio rápido

Cree las colecciones usando el Rekor CLI:

rekor collections upsert tickets --workspace my-support --schema @tickets.json

Esquema completo (JSON)

Copie la definición completa de la plantilla:

{
  "collections": [
    {
      "id": "tickets",
      "name": "Tickets",
      "description": "Support tickets and requests",
      "icon": "ticket",
      "color": "#ef4444",
      "json_schema": {
        "type": "object",
        "required": [
          "subject",
          "status",
          "priority"
        ],
        "properties": {
          "subject": {
            "type": "string"
          },
          "description": {
            "type": "string"
          },
          "status": {
            "type": "string",
            "enum": [
              "open",
              "in_progress",
              "waiting",
              "resolved",
              "closed"
            ]
          },
          "priority": {
            "type": "string",
            "enum": [
              "low",
              "medium",
              "high",
              "urgent"
            ]
          },
          "category": {
            "type": "string",
            "enum": [
              "bug",
              "feature_request",
              "question",
              "billing",
              "other"
            ]
          },
          "assignee": {
            "type": "string"
          },
          "channel": {
            "type": "string",
            "enum": [
              "email",
              "chat",
              "phone",
              "web"
            ]
          },
          "tags": {
            "type": "array",
            "items": {
              "type": "string"
            }
          }
        }
      }
    },
    {
      "id": "customers",
      "name": "Customers",
      "description": "Customer profiles",
      "icon": "user",
      "color": "#3b82f6",
      "json_schema": {
        "type": "object",
        "required": [
          "name",
          "email"
        ],
        "properties": {
          "name": {
            "type": "string"
          },
          "email": {
            "type": "string",
            "format": "email"
          },
          "plan": {
            "type": "string",
            "enum": [
              "free",
              "pro",
              "enterprise"
            ]
          },
          "company": {
            "type": "string"
          }
        }
      }
    },
    {
      "id": "responses",
      "name": "Responses",
      "description": "Ticket replies and internal notes",
      "icon": "message-square",
      "color": "#22c55e",
      "json_schema": {
        "type": "object",
        "required": [
          "body",
          "type"
        ],
        "properties": {
          "body": {
            "type": "string"
          },
          "type": {
            "type": "string",
            "enum": [
              "reply",
              "internal_note"
            ]
          },
          "author": {
            "type": "string"
          },
          "timestamp": {
            "type": "string",
            "format": "date-time"
          }
        }
      }
    }
  ],
  "relationships": [
    {
      "type": "submitted_by",
      "source": "tickets",
      "target": "customers",
      "description": "Ticket submitted by customer"
    },
    {
      "type": "has_response",
      "source": "tickets",
      "target": "responses",
      "description": "Ticket has response"
    },
    {
      "type": "related_to",
      "source": "tickets",
      "target": "tickets",
      "description": "Related tickets"
    }
  ]
}