> ## Documentation Index
> Fetch the complete documentation index at: https://agents.concierca.ch/llms.txt
> Use this file to discover all available pages before exploring further.

# Support Tickets

> Customer support tickets — subject, customer, status, priority, channel, and resolution times. Agent-maintained.

## What it is

Customer support tickets, one row each. Each ticket carries its subject, the customer it is from, its status and priority, the channel it arrived on, when it was opened and resolved on the source system, and who it is assigned to. It is the support-side view of customer contact — what people are asking for and how quickly it gets resolved.

## How it gets data

Populated by support agents and connectors (e.g. your helpdesk integration); not part of the standard onboarding catalog. Each row carries an `external_id` dedup key, so re-syncing the same ticket updates the row instead of duplicating it. Available to query once your workspace runs the relevant agents.

## Fields

| Field            | Type     | Description                                        |
| ---------------- | -------- | -------------------------------------------------- |
| `external_id`    | text     | Source ticket id — the dedup/upsert key            |
| `subject`        | text     | Ticket subject                                     |
| `customer`       | text     | Customer the ticket is from                        |
| `status`         | text     | Ticket status (e.g. open, pending, resolved)       |
| `priority`       | text     | Priority (e.g. low, normal, high, urgent)          |
| `channel`        | text     | Where the ticket came in (e.g. email, chat, phone) |
| `created_at_ext` | datetime | When the ticket was opened, per the source system  |
| `resolved_at`    | datetime | When the ticket was resolved                       |
| `assignee`       | text     | Who the ticket is assigned to                      |

<Note>
  Also carries the system columns `id`, `tenant_id`, `workspace_id` (tenant isolation), `created_at`, and `updated_at`. They are managed automatically — note `created_at_ext` (source open time) is distinct from `created_at` (row creation).
</Note>

## Query it

```json theme={null}
{
  "method": "tools/call",
  "params": {
    "name": "data_query",
    "arguments": {
      "view_slug": "support_tickets",
      "filters": { "status": "open" },
      "select_fields": ["subject", "customer", "priority", "channel", "created_at_ext", "assignee"],
      "sort_by": "created_at_ext",
      "limit": 50
    }
  }
}
```