{"source":{"url":"https://ontology.live/o/customer-support-ticket-ontology-51a083","author":"@ssergienko","license":"CC BY 4.0","licenseUrl":"https://creativecommons.org/licenses/by/4.0/","publishedAt":"2026-10-21T19:39:43.117Z"},"ontology":{"name":"Customer Support Ticket Ontology","description":"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.","domain":"support"},"graph":{"nodes":[{"id":"ticket","type":"class","label":"Support Ticket","description":"The central record of a customer issue from opening to resolution.","semantics":"Each document is one ticket; its length and detail vary with complexity and channel.","examples":["Ticket #70382","Support case 3157"]},{"id":"ticket_id","type":"property","label":"Ticket/Case ID","description":"Unique identifier, numeric, sometimes with prefix.","semantics":"Unique per document; format varies by helpdesk system.","examples":["#83920","Case 2713"]},{"id":"title_summary","type":"property","label":"Title / Summary","description":"Short subject line or summary of the problem.","semantics":"Written in customer voice or neutral agent voice.","examples":["Cannot reset password after update","Charged twice for one order"]},{"id":"channel","type":"dimension","label":"Channel","description":"Medium through which the ticket was opened.","semantics":"Affects tone, length and response time expectations.","examples":["Email","Chat","Phone","Web form"]},{"id":"product","type":"property","label":"Product / Service","description":"Product, platform or order the issue concerns.","semantics":"Determines vocabulary and the type of issue.","examples":["Dataflow Suite (mobile)","Online store order #US-6348"]},{"id":"customer","type":"class","label":"Customer","description":"Person or organisation raising the issue.","semantics":"B2B or consumer; drives plan, SLA and tone.","examples":["Sam Whitlock, Contoso Ltd.","Mira T. (consumer)"]},{"id":"customer_segment","type":"dimension","label":"Customer Segment/Plan/Tier","description":"Plan, loyalty tier or account type.","semantics":"Sets SLA and priority.","examples":["Business plan","Gold loyalty","Enterprise","Free"]},{"id":"account_ref","type":"property","label":"Account/Order Reference","description":"Fictional account or order identifier.","semantics":"Links ticket to customer records.","examples":["ACC-7305","Order #DE-58263"]},{"id":"language","type":"property","label":"Language","description":"Customer language and any translation.","semantics":"Optional; may show translation direction.","examples":["German → English","English"]},{"id":"category","type":"dimension","label":"Issue Category","description":"Taxonomy classification of the issue.","semantics":"Hierarchical, determines routing and resolution type.","examples":["Billing > Double charge","Bug","Access > Login","Shipping > Delay"]},{"id":"priority","type":"dimension","label":"Priority","description":"Urgency level.","semantics":"Correlates with business impact and plan.","examples":["Low","Normal","High","Urgent"]},{"id":"sentiment","type":"property","label":"Customer Sentiment","description":"Emotional state of the customer.","semantics":"Influences message tone and goodwill gestures.","examples":["frustrated","neutral","satisfied"]},{"id":"status","type":"dimension","label":"Status Lifecycle","description":"Workflow state, often shown as a progression.","semantics":"Open, pending, solved, closed, reopened.","examples":["Open → Pending customer → Solved","Solved","Reopened: no"]},{"id":"assignee","type":"class","label":"Agent / Assignee","description":"Support agent, tier or queue handling the ticket.","semantics":"Escalation moves it to higher tiers or specialist queues.","examples":["Tier 1","Tier 2 – Billing","Level 1, Payments queue"]},{"id":"tags","type":"property","label":"Tags","description":"Short keywords for search and reporting.","semantics":"2-5 lowercase words.","examples":["export","refund","regression"]},{"id":"customer_message","type":"class","label":"Customer Message","description":"Original problem statement in the customer's words.","semantics":"Includes symptoms, onset, impact and deadline.","examples":["\"Since yesterday every export fails.\""]},{"id":"timeline","type":"class","label":"Interaction Timeline","description":"Timestamped agent and customer entries or numbered steps.","semantics":"Ordered chronologically; includes reproduction, escalation, workaround, confirmation.","examples":["Agent 09:40: Reproduced issue","Steps taken: 1. Verified…"]},{"id":"escalation","type":"relation","label":"Escalation","description":"Handoff from one tier or team to another.","semantics":"Occurs for complex or defect issues.","examples":["Tier 1 → Tier 2","Handed to Payments team"]},{"id":"workaround","type":"property","label":"Workaround","description":"Temporary measure offered before a fix.","semantics":"Present mainly in product defect cases.","examples":["Export in two parts"]},{"id":"linked_issue","type":"relation","label":"Linked Issue/Incident","description":"Reference to a bug, incident or known issue.","semantics":"Connects ticket to engineering or vendor records.","examples":["BUG-5871","INC-762"]},{"id":"macro","type":"property","label":"Macro / Template Used","description":"Canned response applied by the agent.","semantics":"Common in routine cases.","examples":["Duplicate charge – refund issued"]},{"id":"resolution","type":"class","label":"Resolution","description":"Final action that resolved the issue.","semantics":"Matches category: fix deployed, refund, guidance, replacement.","examples":["Bug fix deployed","Duplicate charge refunded"]},{"id":"root_cause","type":"property","label":"Root Cause Category","description":"Classification of why the issue occurred.","semantics":"Used for reporting.","examples":["product defect","user error","payment provider incident"]},{"id":"compensation","type":"property","label":"Goodwill/Compensation","description":"Optional refund, voucher or credit.","semantics":"Appears with high-impact issues or frustrated customers.","examples":["€5 voucher","1 month credit"]},{"id":"sla","type":"constraint","label":"SLA","description":"Response/resolution time target tied to plan or tier.","semantics":"Metrics should be plausible against it.","examples":["24h (Gold)","4h for Urgent"]},{"id":"metrics","type":"class","label":"Performance Metrics","description":"Quantitative measures of the handling.","semantics":"Values consistent with timestamps and complexity.","examples":["First response 28 min","Handle time 11 min"]},{"id":"first_response_time","type":"property","label":"First Response Time","description":"Time to first agent reply.","semantics":"Shorter for chat, longer for email.","examples":["28 min","2 min"]},{"id":"resolution_time","type":"property","label":"Resolution/Handle Time","description":"Total time or agent effort to solve.","semantics":"Grows with escalation.","examples":["4h 50m","11 min"]},{"id":"csat","type":"property","label":"CSAT","description":"Customer satisfaction score with optional comment.","semantics":"Optional; reflects speed and impact.","examples":["4/5 — \"Quick fix\"","2/5"]},{"id":"followup","type":"property","label":"Follow-up / Internal Note","description":"Remaining actions or internal remarks.","semantics":"Often 'none required'.","examples":["Follow-up: none required","Internal note: incident linked"]},{"id":"timestamps","type":"property","label":"Timestamps","description":"Creation date and entry times.","semantics":"ISO-like dates; entries ordered in time.","examples":["1234-56-78 91:15 UTC"]},{"id":"complexity","type":"dimension","label":"Case Complexity","description":"Simple routine case versus multi-tier technical case.","semantics":"Drives timeline length, escalation, linked issues and metrics.","examples":["Routine billing refund","Escalated product bug"]},{"id":"consistency_rule","type":"constraint","label":"Internal Consistency","description":"Fields must agree: status matches resolution, times match timestamps, amounts match across steps.","semantics":"Ensures realism.","examples":["Refund amount equals duplicate charge"]},{"id":"compact_format","type":"constraint","label":"Compact Structured Format","description":"Header metadata lines followed by brief narrative and closing metrics.","semantics":"Terse, factual, with delimiters like | and →.","examples":["Channel: Email | Product: X | Plan: Y"]}],"edges":[{"source":"ticket","target":"ticket_id","label":"identified by","type":"has_property"},{"source":"ticket","target":"title_summary","label":"titled","type":"has_property"},{"source":"ticket","target":"channel","label":"opened via","type":"has_property"},{"source":"ticket","target":"product","label":"concerns","type":"relates_to"},{"source":"ticket","target":"customer","label":"raised by","type":"relates_to"},{"source":"customer","target":"customer_segment","label":"belongs to","type":"has_property"},{"source":"customer","target":"account_ref","label":"has","type":"has_property"},{"source":"ticket","target":"language","label":"in language","type":"has_property"},{"source":"ticket","target":"category","label":"classified as","type":"has_property"},{"source":"ticket","target":"priority","label":"has priority","type":"has_property"},{"source":"customer","target":"sentiment","label":"exhibits","type":"has_property"},{"source":"ticket","target":"status","label":"in state","type":"has_property"},{"source":"ticket","target":"assignee","label":"handled by","type":"relates_to"},{"source":"ticket","target":"tags","label":"tagged","type":"has_property"},{"source":"ticket","target":"customer_message","label":"contains","type":"part_of"},{"source":"ticket","target":"timeline","label":"contains","type":"part_of"},{"source":"timeline","target":"escalation","label":"may include","type":"has_property"},{"source":"timeline","target":"workaround","label":"may include","type":"has_property"},{"source":"ticket","target":"linked_issue","label":"links to","type":"relates_to"},{"source":"timeline","target":"macro","label":"may use","type":"has_property"},{"source":"ticket","target":"resolution","label":"ends with","type":"has_property"},{"source":"resolution","target":"root_cause","label":"explained by","type":"has_property"},{"source":"resolution","target":"compensation","label":"may add","type":"has_property"},{"source":"customer_segment","target":"sla","label":"determines","type":"constrains"},{"source":"sla","target":"priority","label":"informs","type":"constrains"},{"source":"ticket","target":"metrics","label":"measured by","type":"has_property"},{"source":"metrics","target":"first_response_time","label":"includes","type":"part_of"},{"source":"metrics","target":"resolution_time","label":"includes","type":"part_of"},{"source":"metrics","target":"csat","label":"includes","type":"part_of"},{"source":"ticket","target":"followup","label":"has","type":"has_property"},{"source":"ticket","target":"timestamps","label":"has","type":"has_property"},{"source":"complexity","target":"timeline","label":"drives length of","type":"constrains"},{"source":"complexity","target":"escalation","label":"drives","type":"constrains"},{"source":"category","target":"resolution","label":"determines type of","type":"constrains"},{"source":"consistency_rule","target":"ticket","label":"applies to","type":"constrains"},{"source":"compact_format","target":"ticket","label":"shapes format of","type":"constrains"},{"source":"sentiment","target":"compensation","label":"influences","type":"relates_to"},{"source":"channel","target":"first_response_time","label":"influences","type":"relates_to"},{"source":"assignee","target":"escalation","label":"participates in","type":"relates_to"},{"source":"timestamps","target":"resolution_time","label":"derives","type":"constrains"}]},"pipeline":{"classes":[{"id":"ticket","label":"Support Ticket","description":"The central record of a customer issue from opening to resolution.","parent":null,"properties":[{"id":"ticket_id","label":"Ticket/Case ID","description":"Unique identifier, numeric, sometimes with prefix.","examples":["#83920","Case 2713"]},{"id":"title_summary","label":"Title / Summary","description":"Short subject line or summary of the problem.","examples":["Cannot reset password after update","Charged twice for one order"]},{"id":"channel","label":"Channel","description":"Medium through which the ticket was opened.","examples":["Email","Chat","Phone","Web form"]},{"id":"language","label":"Language","description":"Customer language and any translation.","examples":["German → English","English"]},{"id":"category","label":"Issue Category","description":"Taxonomy classification of the issue.","examples":["Billing > Double charge","Bug","Access > Login","Shipping > Delay"]},{"id":"priority","label":"Priority","description":"Urgency level.","examples":["Low","Normal","High","Urgent"]},{"id":"status","label":"Status Lifecycle","description":"Workflow state, often shown as a progression.","examples":["Open → Pending customer → Solved","Solved","Reopened: no"]},{"id":"tags","label":"Tags","description":"Short keywords for search and reporting.","examples":["export","refund","regression"]},{"id":"resolution","label":"Resolution","description":"Final action that resolved the issue.","examples":["Bug fix deployed","Duplicate charge refunded"]},{"id":"metrics","label":"Performance Metrics","description":"Quantitative measures of the handling.","examples":["First response 28 min","Handle time 11 min"]},{"id":"followup","label":"Follow-up / Internal Note","description":"Remaining actions or internal remarks.","examples":["Follow-up: none required","Internal note: incident linked"]},{"id":"timestamps","label":"Timestamps","description":"Creation date and entry times.","examples":["1234-56-78 91:15 UTC"]}],"relations":[{"type":"relates_to","target":"Product / Service","label":"concerns"},{"type":"relates_to","target":"Customer","label":"raised by"},{"type":"relates_to","target":"Agent / Assignee","label":"handled by"},{"type":"part_of","target":"Customer Message","label":"contains"},{"type":"part_of","target":"Interaction Timeline","label":"contains"},{"type":"relates_to","target":"Linked Issue/Incident","label":"links to"}],"examples":["Ticket #70382","Support case 3157"]},{"id":"customer","label":"Customer","description":"Person or organisation raising the issue.","parent":null,"properties":[{"id":"customer_segment","label":"Customer Segment/Plan/Tier","description":"Plan, loyalty tier or account type.","examples":["Business plan","Gold loyalty","Enterprise","Free"]},{"id":"account_ref","label":"Account/Order Reference","description":"Fictional account or order identifier.","examples":["ACC-7305","Order #DE-58263"]},{"id":"sentiment","label":"Customer Sentiment","description":"Emotional state of the customer.","examples":["frustrated","neutral","satisfied"]}],"relations":[],"examples":["Sam Whitlock, Contoso Ltd.","Mira T. (consumer)"]},{"id":"assignee","label":"Agent / Assignee","description":"Support agent, tier or queue handling the ticket.","parent":null,"properties":[],"relations":[{"type":"relates_to","target":"Escalation","label":"participates in"}],"examples":["Tier 1","Tier 2 – Billing","Level 1, Payments queue"]},{"id":"customer_message","label":"Customer Message","description":"Original problem statement in the customer's words.","parent":null,"properties":[],"relations":[],"examples":["\"Since yesterday every export fails.\""]},{"id":"timeline","label":"Interaction Timeline","description":"Timestamped agent and customer entries or numbered steps.","parent":null,"properties":[{"id":"escalation","label":"Escalation","description":"Handoff from one tier or team to another.","examples":["Tier 1 → Tier 2","Handed to Payments team"]},{"id":"workaround","label":"Workaround","description":"Temporary measure offered before a fix.","examples":["Export in two parts"]},{"id":"macro","label":"Macro / Template Used","description":"Canned response applied by the agent.","examples":["Duplicate charge – refund issued"]}],"relations":[],"examples":["Agent 09:40: Reproduced issue","Steps taken: 1. Verified…"]},{"id":"resolution","label":"Resolution","description":"Final action that resolved the issue.","parent":null,"properties":[{"id":"root_cause","label":"Root Cause Category","description":"Classification of why the issue occurred.","examples":["product defect","user error","payment provider incident"]},{"id":"compensation","label":"Goodwill/Compensation","description":"Optional refund, voucher or credit.","examples":["€5 voucher","1 month credit"]}],"relations":[],"examples":["Bug fix deployed","Duplicate charge refunded"]},{"id":"metrics","label":"Performance Metrics","description":"Quantitative measures of the handling.","parent":null,"properties":[],"relations":[{"type":"part_of","target":"First Response Time","label":"includes"},{"type":"part_of","target":"Resolution/Handle Time","label":"includes"},{"type":"part_of","target":"CSAT","label":"includes"}],"examples":["First response 28 min","Handle time 11 min"]}],"dimensions":[{"id":"channel","label":"Channel","description":"Medium through which the ticket was opened.","values":[]},{"id":"customer_segment","label":"Customer Segment/Plan/Tier","description":"Plan, loyalty tier or account type.","values":[]},{"id":"category","label":"Issue Category","description":"Taxonomy classification of the issue.","values":[]},{"id":"priority","label":"Priority","description":"Urgency level.","values":[]},{"id":"status","label":"Status Lifecycle","description":"Workflow state, often shown as a progression.","values":[]},{"id":"complexity","label":"Case Complexity","description":"Simple routine case versus multi-tier technical case.","values":[]}],"constraints":[{"id":"sla","label":"SLA","description":"Response/resolution time target tied to plan or tier.","appliesTo":["Priority"]},{"id":"consistency_rule","label":"Internal Consistency","description":"Fields must agree: status matches resolution, times match timestamps, amounts match across steps.","appliesTo":["Support Ticket"]},{"id":"compact_format","label":"Compact Structured Format","description":"Header metadata lines followed by brief narrative and closing metrics.","appliesTo":["Support Ticket"]}],"promptReady":"# Customer Support Ticket Ontology\n\nModels 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.\n\n**Domain:** support\n\n## Classes\n\n### Support Ticket\nThe central record of a customer issue from opening to resolution.\n\n**Properties:**\n- Ticket/Case ID: Unique identifier, numeric, sometimes with prefix.\n  Examples: #83920, Case 2713\n- Title / Summary: Short subject line or summary of the problem.\n  Examples: Cannot reset password after update, Charged twice for one order\n- Channel: Medium through which the ticket was opened.\n  Examples: Email, Chat, Phone, Web form\n- Language: Customer language and any translation.\n  Examples: German → English, English\n- Issue Category: Taxonomy classification of the issue.\n  Examples: Billing > Double charge, Bug, Access > Login, Shipping > Delay\n- Priority: Urgency level.\n  Examples: Low, Normal, High, Urgent\n- Status Lifecycle: Workflow state, often shown as a progression.\n  Examples: Open → Pending customer → Solved, Solved, Reopened: no\n- Tags: Short keywords for search and reporting.\n  Examples: export, refund, regression\n- Resolution: Final action that resolved the issue.\n  Examples: Bug fix deployed, Duplicate charge refunded\n- Performance Metrics: Quantitative measures of the handling.\n  Examples: First response 28 min, Handle time 11 min\n- Follow-up / Internal Note: Remaining actions or internal remarks.\n  Examples: Follow-up: none required, Internal note: incident linked\n- Timestamps: Creation date and entry times.\n  Examples: 1234-56-78 91:15 UTC\n\n**Relations:**\n- concerns → Product / Service\n- raised by → Customer\n- handled by → Agent / Assignee\n- contains → Customer Message\n- contains → Interaction Timeline\n- links to → Linked Issue/Incident\n\n**Examples:**\n- Ticket #70382\n- Support case 3157\n\n### Customer\nPerson or organisation raising the issue.\n\n**Properties:**\n- Customer Segment/Plan/Tier: Plan, loyalty tier or account type.\n  Examples: Business plan, Gold loyalty, Enterprise, Free\n- Account/Order Reference: Fictional account or order identifier.\n  Examples: ACC-7305, Order #DE-58263\n- Customer Sentiment: Emotional state of the customer.\n  Examples: frustrated, neutral, satisfied\n\n**Examples:**\n- Sam Whitlock, Contoso Ltd.\n- Mira T. (consumer)\n\n### Agent / Assignee\nSupport agent, tier or queue handling the ticket.\n\n**Relations:**\n- participates in → Escalation\n\n**Examples:**\n- Tier 1\n- Tier 2 – Billing\n- Level 1, Payments queue\n\n### Customer Message\nOriginal problem statement in the customer's words.\n\n**Examples:**\n- \"Since yesterday every export fails.\"\n\n### Interaction Timeline\nTimestamped agent and customer entries or numbered steps.\n\n**Properties:**\n- Escalation: Handoff from one tier or team to another.\n  Examples: Tier 1 → Tier 2, Handed to Payments team\n- Workaround: Temporary measure offered before a fix.\n  Examples: Export in two parts\n- Macro / Template Used: Canned response applied by the agent.\n  Examples: Duplicate charge – refund issued\n\n**Examples:**\n- Agent 09:40: Reproduced issue\n- Steps taken: 1. Verified…\n\n### Resolution\nFinal action that resolved the issue.\n\n**Properties:**\n- Root Cause Category: Classification of why the issue occurred.\n  Examples: product defect, user error, payment provider incident\n- Goodwill/Compensation: Optional refund, voucher or credit.\n  Examples: €5 voucher, 1 month credit\n\n**Examples:**\n- Bug fix deployed\n- Duplicate charge refunded\n\n### Performance Metrics\nQuantitative measures of the handling.\n\n**Relations:**\n- includes → First Response Time\n- includes → Resolution/Handle Time\n- includes → CSAT\n\n**Examples:**\n- First response 28 min\n- Handle time 11 min\n\n## Dimensions\n\n### Channel\nMedium through which the ticket was opened.\n\n### Customer Segment/Plan/Tier\nPlan, loyalty tier or account type.\n\n### Issue Category\nTaxonomy classification of the issue.\n\n### Priority\nUrgency level.\n\n### Status Lifecycle\nWorkflow state, often shown as a progression.\n\n### Case Complexity\nSimple routine case versus multi-tier technical case.\n\n## Constraints\n\n- **SLA** (Priority): Response/resolution time target tied to plan or tier.\n- **Internal Consistency** (Support Ticket): Fields must agree: status matches resolution, times match timestamps, amounts match across steps.\n- **Compact Structured Format** (Support Ticket): Header metadata lines followed by brief narrative and closing metrics."}}