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Customer Support Ticket Ontology

Models customer support tickets/cases (email, chat, etc.) including metadata, customer context, issue classification, interaction timeline, resolution and metrics. Used to generate realistic synthetic support tickets across products, channels and outcomes.

support · 34 concepts · 40 relationships · by @ssergienko · CC BY 4.0

Classes (7)

Support Ticket
The central record of a customer issue from opening to resolution.
e.g. Ticket #70382 · Support case 3157
Customer
Person or organisation raising the issue.
e.g. Sam Whitlock, Contoso Ltd. · Mira T. (consumer)
Agent / Assignee
Support agent, tier or queue handling the ticket.
e.g. Tier 1 · Tier 2 – Billing · Level 1, Payments queue
Customer Message
Original problem statement in the customer's words.
e.g. "Since yesterday every export fails."
Interaction Timeline
Timestamped agent and customer entries or numbered steps.
e.g. Agent 09:40: Reproduced issue · Steps taken: 1. Verified…
Resolution
Final action that resolved the issue.
e.g. Bug fix deployed · Duplicate charge refunded
Performance Metrics
Quantitative measures of the handling.
e.g. First response 28 min · Handle time 11 min

Dimensions (6)

Channel
Medium through which the ticket was opened.
e.g. Email · Chat · Phone
Customer Segment/Plan/Tier
Plan, loyalty tier or account type.
e.g. Business plan · Gold loyalty · Enterprise
Issue Category
Taxonomy classification of the issue.
e.g. Billing > Double charge · Bug · Access > Login
Priority
Urgency level.
e.g. Low · Normal · High
Status Lifecycle
Workflow state, often shown as a progression.
e.g. Open → Pending customer → Solved · Solved · Reopened: no
Case Complexity
Simple routine case versus multi-tier technical case.
e.g. Routine billing refund · Escalated product bug

Properties (16)

Ticket/Case ID
Unique identifier, numeric, sometimes with prefix.
e.g. #83920 · Case 2713
Title / Summary
Short subject line or summary of the problem.
e.g. Cannot reset password after update · Charged twice for one order
Product / Service
Product, platform or order the issue concerns.
e.g. Dataflow Suite (mobile) · Online store order #US-6348
Account/Order Reference
Fictional account or order identifier.
e.g. ACC-7305 · Order #DE-58263
Language
Customer language and any translation.
e.g. German → English · English
Customer Sentiment
Emotional state of the customer.
e.g. frustrated · neutral · satisfied
Tags
Short keywords for search and reporting.
e.g. export · refund · regression
Workaround
Temporary measure offered before a fix.
e.g. Export in two parts
Macro / Template Used
Canned response applied by the agent.
e.g. Duplicate charge – refund issued
Root Cause Category
Classification of why the issue occurred.
e.g. product defect · user error · payment provider incident
Goodwill/Compensation
Optional refund, voucher or credit.
e.g. €5 voucher · 1 month credit
First Response Time
Time to first agent reply.
e.g. 28 min · 2 min
Resolution/Handle Time
Total time or agent effort to solve.
e.g. 4h 50m · 11 min
CSAT
Customer satisfaction score with optional comment.
e.g. 4/5 — "Quick fix" · 2/5
Follow-up / Internal Note
Remaining actions or internal remarks.
e.g. Follow-up: none required · Internal note: incident linked
Timestamps
Creation date and entry times.
e.g. 1234-56-78 91:15 UTC

Relations (2)

Escalation
Handoff from one tier or team to another.
e.g. Tier 1 → Tier 2 · Handed to Payments team
Linked Issue/Incident
Reference to a bug, incident or known issue.
e.g. BUG-5871 · INC-762

Constraints (3)

SLA
Response/resolution time target tied to plan or tier.
e.g. 24h (Gold) · 4h for Urgent
Internal Consistency
Fields must agree: status matches resolution, times match timestamps, amounts match across steps.
e.g. Refund amount equals duplicate charge
Compact Structured Format
Header metadata lines followed by brief narrative and closing metrics.
e.g. Channel: Email | Product: X | Plan: Y