Customer Care Tickets

This section describes how to provide Customer Care Ticket data to Wasabi.

Customer Care Tickets Import Schema

{
  "$schema": "http://json-schema.org/draft-07/schema#",
  "type": "object",
  "properties": {
    "eventType": {
      "type": "string"
    },
    "eventAction": {
      "type": "string",
      "enum": [
        "CREATED",
        "UPDATED",
      ]
    },
    "version": {
      "type": "number"
    },
    "body": {
      "type": "object",
      "properties": {
        "ticketId": {
          "type": "string"
        },
        "customerId": {
          "type": "string"
        },
        "status": {
          "type": "string",
          "enum": [
            "OPEN",
            "IN_PROGRESS",
            "RESOLVED"
          ]
        },
        "reason": {
          "type": "object",
          "oneOf": [
            {
              "properties": {
                "type": {
                  "type": "string",
                  "enum": [
                    "WRONG_PRODUCT",
                    "PRODUCT_QUALITY",
                    "WRONG_CHARGE",
                    "REQUEST_REFUND",
                    "LATE_DELIVERY",
                    "MISSED_DELIVERY",
                    "DAMAGED_DELIVERY"
                  ]
                },
                "orderIds": {
                  "type": "array",
                  "items": {
                    "type": "string"
                  },
                  "optional": true
                }
              },
              "required": [
                "type"
              ]
            },
            {
              "properties": {
                "type": {
                  "type": "string",
                  "enum": [
                    "CANCELLATION"
                  ]
                },
                "subscriptionContractIds": {
                  "type": "array",
                  "items": {
                    "type": "string"
                  }
                }
              },
              "required": [
                "type",
                "subscriptionContractIds"
              ]
            },
            {
              "properties": {
                "type": {
                  "type": "string",
                  "enum": [
                    "SUBJECT_ACCESS_REQUEST"
                  ]
                },
                "subtype": {
                  "type": "string",
                  "optional": true
                }
              },
              "required": [
                "type"
              ]
            }
          ]
        },
        "ticketOrigin": {
          "type": "string",
          "optional": true
        },
        "resolvedAt": {
          "type": "string",
          "format": "date-time",
          "optional": true
        },
        "firstReplyTimeInMinutes": {
          "type": "number",
          "optional": true
        },
        "tags": {
          "type": "array",
          "items": {
            "type": "string"
          },
          "optional": true
        },
        "createdAt": {
          "type": "string",
          "format": "date-time"
        },
        "updatedAt": {
          "type": "string",
          "format": "date-time"
        }
      },
      "required": [
        "ticketId",
        "customerId",
        "status",
        "createdAt",
        "updatedAt"
      ]
    }
  },
  "required": [
    "eventType",
    "eventAction",
    "version",
    "body"
  ]
}

Field Descriptions

eventType: Specifies the event category. For this schema, the event type is CUSTOMER_CARE_TICKET, indicating the record pertains to a customer support ticket.

• eventAction: Enumerates the specific action executed on the customer care ticket, such as CREATED or UPDATED to track the event's lifecycle stage.

• version: Denotes the schema version in use, facilitating tracking of updates or changes. Current schema version: 1.0.

• body: Encapsulates comprehensive details pertinent to the customer care ticket, structured as follows:

  • ticketId: A unique identifier assigned to the ticket for tracking and reference purposes.

  • customerId: The unique identifier of the customer associated with this ticket, linking the ticket to the customer's profile.

  • status: Indicates the current state of the ticket, with possible values including OPEN, IN_PROGRESS, and RESOLVED, reflecting the ticket's progression through the resolution process.

  • reason[optional]: Indicates the cause for the ticket's issuance. This is structured as a field that can vary based on the ticket's nature, outlined in three categories:

    1. WRONG_PRODUCT, PRODUCT_QUALITY, WRONG_CHARGE, REQUEST_REFUND, LATE_DELIVERY, MISSED_DELIVERY, DAMAGED_DELIVERY: For these types, providing associated orderIds is [optional] but recommended when applicable to expedite resolution.

    2. CANCELLATION: Specific to subscription or service cancellation requests, necessitating the inclusion of subscriptionContractIds to identify the contracts in question.

    3. SUBJECT_ACCESS_REQUEST: Pertains to requests for personal data access under data protection regulations. The subtype field is [optional], allowing for further specification of the request nature.

  • ticketOrigin [optional]: Optionally captures the source or medium through which the ticket was initiated (e.g., email, phone, web form).

  • resolvedAt [optional]: An optional timestamp marking the exact moment the ticket was resolved, adhering to the date-time format, in ISO 8601 format.

  • firstReplyTimeInMinutes [optional]: Optionally records the duration in minutes from the ticket creation to the first response provided to the customer, offering insight into response efficiency.

  • tags [optional]: Optional labels or keywords associated with the ticket, facilitating categorisation or filtering for analytical or operational purposes.

  • createdAt: Timestamp indicating when the ticket was initially created, formatted as date-time, in ISO 8601 format.

  • updatedAt: Timestamp of the most recent update to the ticket, reflecting any changes or progress in resolution, formatted as date-time, in ISO 8601 format.

{
  "eventType":      "CUSTOMER_CARE_TICKET",
  "eventAction":    "CREATED",
  "version":        1.0,
  "body": 
  {
    "ticketId":     "12345678",
    "customerId":   "12345678",
    "status":       "OPEN",
    "reason": 
    {
      "type":       "WRONG_PRODUCT"
    },
   	"ticketOrigin": "zendesk",
    "resolvedAt":   "2024-02-07T12:45:00",
  	"firstReplyTimeInMinutes": 12,
  	"createdAt":    "2024-02-06T10:00:00",
  	"updatedAt":    "2024-02-06T12:45:00"
  },
}