app.support_tickets
TableRow level security on
A request for help (Section 11.16): to the org's own admins (Organization queue) or to the platform team (Platform queue). Opened only through app.open_support_ticket.
Primary key: id
| Column | Type | Nullable | Description |
|---|---|---|---|
| id | uuid | No | Primary key, UUID v7. |
| org_id | uuid | No | Owning org, derived from app.memberships on insert; never accepted from the caller and never changed.References app.organizations.id |
| membership_id | uuid | No | Member who asked for help.References app.memberships.id |
| ticket_number | text | No | Display number, SUP-0001 upward per org. |
| queue | app.support_queue | No | Organization or Platform. |
| category | app.support_category | No | What the ticket is about. |
| severity | app.support_severity | No | Severity 1 (outage) to Severity 4 (question). |
| subject | text | No | One-line summary. |
| body | text | No | What happened and what the requester needs. |
| ticket_state | app.support_ticket_state | No | Open, Waiting, Resolved or Closed. |
| channel | app.support_channel | No | How the ticket is answered: In App for the Organization queue, by plan for the Platform queue. |
| first_response_due_at | timestamp with time zone | Yes | Platform first response deadline from the plan; NULL for best effort and for the Organization queue. |
| first_responded_at | timestamp with time zone | Yes | When a responder first answered. |
| created_at | timestamp with time zone | No | When the row was inserted. Set by the database. |
| created_by | uuid | Yes | Person who inserted the row, or null for a platform process. Set by the database.References app.people.id |
| updated_at | timestamp with time zone | No | When the row last changed. Set by the database. |
| updated_by | uuid | Yes | Person who last changed the row, or null for a platform process. Set by the database.References app.people.id |
| deleted_at | timestamp with time zone | Yes | Soft delete time. A row with deleted_at set is ignored by every access helper. |
| help_desk_team_id | uuid | Yes | Internal team a help desk request is routed to (Organization queue only; A29).References app.help_desk_teams.id |
| assignee_membership_id | uuid | Yes | Team member the help desk request is assigned to (A29).References app.memberships.id |
| help_desk_response_due_at | timestamp with time zone | Yes | When the team's first response is due, from its target in business hours (A29). |