🎫 Support Ticket Model
Track support tickets with AI-powered sentiment analysis.
Auto-created with Zendesk
When you connect Zendesk, this model is automatically created and configured!
Overview
The Support Ticket Model tracks support tickets raised by customers. Meza AI automatically analyzes ticket content to determine sentiment (Positive, Negative, Neutral), helping identify at-risk accounts before they churn.
Support patterns are a strong indicator of customer health. Multiple negative tickets often precede churn, while resolved issues can strengthen relationships.
Key Fields
| Field | Type | Description | Required |
|---|---|---|---|
ticket_id | String | Unique ticket identifier | Yes |
account_id | String | Customer account | Yes |
subject | String | Ticket subject line | No |
description | String | Ticket body/content | No |
status | String | Ticket status | No |
created_at | Timestamp | When ticket was created | Yes |
sentiment | String | AI-detected sentiment | Auto |
AI Sentiment Analysis
Meza AI automatically analyzes ticket content to determine sentiment:
Positive
Praise, thanks, satisfaction
Neutral
Questions, how-to requests
Negative
Frustration, complaints
Support Metrics
Once configured, Meza AI tracks:
- Ticket Count — Total tickets per account
- Open Tickets — Currently unresolved tickets
- Negative Ticket Count — Tickets with negative sentiment
- Avg Resolution Time — How long tickets take to close
- Ticket Trend — Increasing or decreasing volume
Manual Configuration
If you're not using Zendesk, you can manually configure this model by querying your support system database:
SELECT id AS ticket_id, account_id, subject, description, status, created_at, resolved_at FROM support_tickets WHERE created_at >= NOW() - INTERVAL '90 days'
⚠️ Warning