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stg_postgres__support_tickets
staging view 1 PII columns
Tickets, with resolution metrics pre-computed.
Definition
Cleaned support-ticket headers. Pre-computes `resolution_hours`, `is_closed`, and `is_high_priority` so the daily mart doesn't recompute them. Carries customer and agent FKs for joins; the subject line is left tagged as PII and excluded from AI personas via column grants.
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Column
Description
Tests · PII
agent_id
FK to `stg_postgres__agents.agent_id`. Nullable — unassigned (`open`) tickets carry no agent.
agent +1 PII1 test
subject
Free-text ticket subject line. May contain customer-identifying language; not exposed to AI personas via column grants.
PII
category
Issue category — `shipping`, `product`, `billing`, `account`, `returns`, `other`.
priority
Urgency — `low`, `medium`, `high`, `urgent`.
1 test
status
Ticket lifecycle — `open`, `in_progress`, `waiting_on_customer`, `resolved`, `closed`.
1 test
channel
Inbound contact channel — `email`, `chat`, `phone`.
opened_at
Timestamp the ticket was opened. DateTime64(6).
opened_day
Calendar date the ticket was opened — `toDate(opened_at)`. Used as MergeTree partition / sort key downstream.
first_response_at
Timestamp of the first agent response. Nullable for tickets awaiting triage.
resolved_at
Timestamp the ticket reached `resolved`. Nullable while unresolved.
closed_at
Timestamp the ticket reached `closed`. Nullable while open.
csat_score
1..5 rating from the customer. Null if not rated.
1 test
resolution_hours
Derived — hours between `opened_at` and `resolved_at`. Null for unresolved tickets.
is_closed
Derived — true when `status` is `resolved` or `closed`.
is_high_priority
Derived — true when `priority` is `high` or `urgent`.
source_created_at
Row insert timestamp from the source DB. DateTime64(6).
source_updated_at
Row update timestamp from the source DB. DateTime64(6).
airbyte_extracted_at
When Airbyte extracted this row from postgres-source.