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SupportTicketRead

Durable customer-support lifecycle and normalized CSI result for one dialogue.

dialogue_idDialogue Idrequired

Dialogue that represents this ticket.

ping_config_id objectrequired

Ping sequence controlling the ticket, or null if that configuration was deleted.

anyOf
integer
statusSupportTicketStatusrequired

Current ticket automation state.

Possible values: [open, resolution_check_scheduled, resolution_check_phase, csi_scheduled, csi_phase, closing, closed, automation_failed]

resolution_check_message_id objectrequired

Message asking whether the customer needs more help, when scheduled.

anyOf
integer
last_resolution_classified_message_id objectrequired

Latest customer response classified in the resolution-check phase.

anyOf
integer
resolution_classified_at objectrequired

When the latest resolution response classification completed.

anyOf
date-time
csi_message_id objectrequired

CSI request message, when scheduled.

anyOf
integer
csi_ack_message_id objectrequired

Automatic CSI acknowledgment message; once active, it suppresses repeated acknowledgments in the same CSI phase.

anyOf
integer
csi_score objectrequired

Normalized customer rating from 1 to 5, when explicitly provided.

anyOf
integer
csi_source_message_id objectrequired

Customer message from which the score was extracted.

anyOf
integer
last_csi_classified_message_id objectrequired

Latest customer message classified during the CSI phase; used to guard closer scheduling against concurrent incoming messages.

anyOf
integer
csi_classified_at objectrequired

When the latest CSI response classification completed.

anyOf
date-time
closer_message_id objectrequired

Ticket-closure message, when scheduled.

anyOf
integer
closed_at objectrequired

When closure-message delivery was confirmed.

anyOf
date-time
request_category_id object

ID of the request category assigned to the closed ticket, if classification has completed.

anyOf
integer
request_category_classified_at object

When the ticket request category was assigned.

anyOf
date-time
request_category_confidence object

Classifier confidence for the assigned request category, from 0 to 1.

anyOf
number
request_category_reason object

Short classifier explanation for the assigned request category.

anyOf
string
request_category_source object

How the request category assignment was produced.

anyOf
SupportTicketRequestCategoryAssignmentSource

How a support-ticket request category was assigned.

Possible values: [llm_existing, llm_new, system, manual]

failure_stage objectrequired

Automation message or configuration stage that failed permanently.

anyOf
string
created_atdate-timerequired

When the ticket record was created.

updated_atdate-timerequired

When the ticket record was last updated.

SupportTicketRead
{
  "dialogue_id": 0,
  "ping_config_id": 0,
  "status": "open",
  "resolution_check_message_id": 0,
  "last_resolution_classified_message_id": 0,
  "resolution_classified_at": "2024-07-29T15:51:28.071Z",
  "csi_message_id": 0,
  "csi_ack_message_id": 0,
  "csi_score": 0,
  "csi_source_message_id": 0,
  "last_csi_classified_message_id": 0,
  "csi_classified_at": "2024-07-29T15:51:28.071Z",
  "closer_message_id": 0,
  "closed_at": "2024-07-29T15:51:28.071Z",
  "request_category_id": 0,
  "request_category_classified_at": "2024-07-29T15:51:28.071Z",
  "request_category_confidence": 0,
  "request_category_reason": "string",
  "request_category_source": "llm_existing",
  "failure_stage": "string",
  "created_at": "2024-07-29T15:51:28.071Z",
  "updated_at": "2024-07-29T15:51:28.071Z"
}