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MAIVENsourceraw_postgres

support_tickets

source 1 PII columns

Every customer issue we've worked.

Lineage Sources & syncs PII registry
Definition

One row per support ticket — lifecycle status, priority, agent assignment, optional CSAT score. The `subject` line is treated as behavioral PII (may quote customer wording). Resolution and first-response timestamps power queue-health metrics downstream.

15 of 15
Column
Description
Tests · PII
ticket_id
Primary key — BIGSERIAL on the source.
customer +1 PII2 tests
customer_id
FK to `customers.customer_id`. NOT NULL.
customer +17 PII1 test
agent_id
FK to `agents.agent_id`. Nullable — unassigned (`open`) tickets carry no agent.
agent +1 PII
subject
Free-text ticket subject line (capped on the source). Not exposed via column grants to AI personas because it may contain PII.
PII
category
Issue category — `shipping`, `product`, `billing`, `account`, `returns`, `other`.
priority
Urgency — one of `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`.
1 test
opened_at
Timestamp the ticket was opened (TIMESTAMPTZ). Renamed to `opened_at` + derived `opened_day` in staging.
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 customer satisfaction rating submitted at close. Null if the customer did not rate.
created_at
Row insert timestamp in the source DB.
updated_at
Row update timestamp in the source DB.