Support tickets model
The support ticket model represents customer support cases. It powers ticket counts, sentiment, SLA-style signals where configured, and Support ticket created timeline activity.
Managed models from support connections
For several integrations, FunnelStory creates a support ticket model automatically when you add and authorize the connection—you do not pick a manual SQL query. Examples include Zendesk, Freshdesk, and Pylon (exact behavior follows your workspace’s integration version).
Setup
- Add the support connection from Data connections (for example Zendesk).
- Complete OAuth or credentials and authorize.
- Open Configuration → Data models and confirm a Support ticket model exists for that connection.
- Refresh the model and open an account that has tickets to verify the timeline.
Query-based configuration
On database, warehouse, HubSpot, Salesforce, and other data sources that expose ticket-like objects, you can add a support ticket model manually:
- Add model → Support ticket.
- Select the connection and provide a query (or source) returning one row per ticket.
- Map properties below, validate, save, refresh.
Field reference
Model keys
| Property | Type | Description |
|---|---|---|
account_id | string | Account the ticket belongs to; must match your accounts model. |
ticket_id | string | Stable ticket identifier from the source system. |
Default properties
| Property | Type | Description |
|---|---|---|
created_at | timestamp | When the ticket was opened or created. |
sentiment | float | Optional sentiment score if your pipeline produces one. |
Optional properties
| Property | Type | Description |
|---|---|---|
link | string | URL to the ticket in the source system. |
type | string | Ticket type or category. |
status | string | Current status (open, pending, solved, etc.). |
priority | string | Priority label or code. |
sla_breach | string | SLA breach indicator if modeled in the source. |
related_issues | string | Related ticket or issue references. |
text_analysis | json | Structured output from text analysis pipelines. |
label_analysis | json | Structured label or topic output. |
Custom-mapped columns become additional properties where the product consumes them.
Verification
After refresh, pick an account with known tickets and confirm Support ticket created (or equivalent) appears on the account timeline and counts look correct.