Support
Support tickets; the conversation is Messages about the ticket and internal notes are Notes.
Packs are versioned with the standard, currently 0.1.0. Each model below has its own version.
Models
| Model | Version | Description |
|---|---|---|
| Ticket | v1 | A request for help from a Person, owned by the team until it is solved. |
Extensions
Fields this pack adds to other models.
Ticket
| Extension | Type | Notes |
|---|---|---|
ext.support.cc | object | People copied on the whole ticket rather than on single messages: { participants: [ Participant ] }. |
ext.support.first_responded_at | datetime | When the team first replied to the requester; the start of SLA reporting. |
ext.support.kind | string | The ticket type in the source's vocabulary: question, incident, problem, task, feedback, or a workspace's own. |
ext.support.parent | string | The id of the parent Ticket (a problem this incident belongs to, a tracker, a follow-up source). |
ext.support.satisfaction | object | The requester's rating after resolution: { rating (int, 1 to 5), comment }. |