ticket_events

source 1 PII columns

How each ticket moved through the queue.

Definition

Per-ticket event stream — open / assign / comment / status_change / csat_submitted / closed. Powers SLA timing and agent-handoff analytics. Comment payloads in `notes` are flagged as behavioral PII and hidden from AI personas via column grants.

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Column

Description

Tests · PII

ticket_event_id

Primary key — BIGSERIAL on the source.

2 tests

ticket_id

FK to `support_tickets.ticket_id`. NOT NULL.

customer PII1 test

event_type

Event kind — `created`, `assigned`, `comment`, `status_change`, `csat_submitted`, `closed`.

actor_type

Who emitted the event — `customer`, `agent`, or `system`.

actor_id

Customer or agent id depending on `actor_type`. Null for `system` events.

event_ts

Time the event happened (TIMESTAMPTZ).

notes

Free-text payload (comment body, status transition note, etc.). Nullable.

PII

created_at

Row insert timestamp in the source DB.