CS Tickets Table

The CS Tickets table stores customer support (CS) tickets, tracking interactions between customers and support agents. Querying this table lets you analyze support ticket trends, monitor agent performance, and improve customer service response times.

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Note
event_date is a required field for queries on this table.

Dimensions

Dimensions are immutable properties that can be used for grouping data.

Title	ID	Type	Description
Event Date	`event_date`	date	The date the CS ticket event occurred (e.g. the creation date for `ticket-created` events, the closed date for `ticket-closed` events). Based on the time zone of the shop at the moment the CS ticket event occurred.
Event Day	`event_date.day`	date	The day the event occurred. Derived from `event_date`.
Event Week	`event_date.week`	date	The Sunday of the week during which the event occurred. Derived from `event_date`.
Event Month	`event_date.month`	date	The month during which the event occurred. Derived from `event_date`.
Event Quarter	`event_date.quarter`	date	The first month of the quarter during which the event occurred. Derived from `event_date`.
Event Year	`event_date.year`	date	The year during which the event occurred. Derived from `event_date`.
Assigned Agent ID	`assignee_user_id`	string	The unique identifier of the assigned support agent. Example value: `161343771`
Assigned Agent Name	`assignee_user_name`	string	The full name of the assigned support agent. Example value: `Jane Doe`
Channel	`channel`	string	The channel through which the ticket was created. Example values: `facebook-comment`, `instagram-mention`, `email`, `chat`
Ticket Closed Date	`closed_at`	timestamp	The time the ticket was closed. Formatted according to the ISO 8601 international standard. Example value: `2019-04-15 08:26:00`
Ticket Created Date	`created_at`	timestamp	The time the ticket was created. Formatted according to the ISO 8601 international standard. Example value: `2019-04-15 08:26:00`
Customer Email	`customer_email`	string	The email address of the customer. Example value: `[email protected]`
Customer ID	`customer_id`	string	The unique identifier assigned to the customer. Example value: `123456789`
Event Type	`event_type`	string	The type of event related to the ticket. Example values: `ticket-closed`, `ticket-reopened`
From Agent	`from_agent`	boolean	True if the event was initiated by a support agent. Possible values: `true`, `false`
Language	`language`	string	The language used in the ticket. Example values: `en`, `it`, `ru`
Ticket Priority	`priority`	string	The priority level of the ticket. Example values: `normal`, `high`
Ticket Status	`status`	string	The current status of the ticket. Example values: `open`, `closed`
Subject	`subject`	string	The subject line of the first message in the ticket. Example values: `4 native ways to sell on TikTok Shop`, `Re: Thanks For Reaching Out To Us!`
Survey Comment	`survey_comment`	string	The customer's feedback from the post-resolution survey. Example value: `Excellent and quick customer service!`
Survey Score	`survey_score`	string	The rating score given by the customer in a post-resolution survey. Example values: `1`, `3`, `5`
Survey Scored Date	`survey_scored_at`	timestamp	The time the survey was scored. Formatted according to the ISO 8601 international standard. Example value: `2019-04-15 08:26:00`
Survey Sent Date	`survey_sent_at`	timestamp	The time the survey was sent to the customer. Formatted according to the ISO 8601 international standard. Example value: `2019-04-15 08:26:00`
Tags	`tags`	record repeated	Tags associated with the ticket, used for categorization. Example value: `[{"id":"174296","name":"GMAIL-PROMOTIONS"},{"id":"585614","name":"auto-close"},{"id":"585616","name":"non-support-related"}]`
Ticket Updated Date	`updated_at`	timestamp	The time the ticket was last updated. Formatted according to the ISO 8601 international standard. Example value: `2019-04-15 08:26:00`

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Dimensions

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