docs/support.md

support

Pepperwind's customer service helpdesk, exported as from Zendesk. It holds the desks (groups), the agents and their rota, the SLA policies, the people who wrote in, every ticket with its messages, audit trail, tags and answered satisfaction survey, the help centre's articles with their versions, and the agents' macros. A ticket is one contact about a storefront order, a customer's account, a Club renewal or a Club subscription; its order number, where given, matches commerce. The desk works from Kochi on India Standard Time, with agents in Rotterdam and, from 2026, the US; times are UTC.

Table	Rows	What it holds
agent	32	One helpdesk seat. Every support employee has one, and so do light agents from teams that answer inside tickets (logistics, accounts receivable, wholesale sales, social media, the Rotterdam warehouse) and one engineering admin. A leaver's seat is deactivated, not deleted.
agent_shift	6,130	One rostered shift of one agent on one day. Kochi's agents work Monday to Saturday on the morning (08:00-17:00) or evening (13:00-22:00) shift and not on Kerala's public holidays; Rotterdam's agent works 09:00-18:00 on Dutch working days; the US agents 09:00-18:00 New York time. A rostered day the agent was on leave stays in the rota with its status.
csat_response	499	One answered satisfaction survey. The survey goes out 24 hours after a ticket is solved, by every channel but phone; roughly a third are answered.
kb_article	141	One help centre article in one language, as it reads at the export date. Each storefront has its own articles (en-IN, en-GB, en-US), and the main European ones are translated into Dutch and German. An article states the store's policies of its market (delivery charges, the returns window, the Club's billing day), so it changes when a policy does; kb_article_versions keeps each wording.
kb_article_versions	302	One wording of a help centre article and the span it was live. A new version starts when the article is edited, whether a policy changed or the text was tidied, and the one before it ends then.
macro	78	One saved reply agents insert into tickets. A macro is retired, not deleted, when a policy change makes its wording wrong. Its text carries Zendesk placeholders ({{ticket.requester.first_name}}) that are filled when it is used.
requester	590	One end-user record: a person who wrote to the helpdesk. A person can have two records, for example after writing in from another address or signing up to the help centre later. A requester whose store record the privacy desk erased on request keeps the row with name, email and phone empty.
sla_policy	4	One SLA policy: the targets a ticket is measured against, counted in business hours (the hours its queue is staffed). Standard, Urgent (for urgent and high priority tickets), Club, and B2B for wholesale buyers.
support_group	8	One desk (a Zendesk group) that tickets are routed to. Customer Care opened with the helpdesk in February 2018; Wholesale, Escalations, Club, Delivery Exceptions, Payments, Europe and United States were added as the business grew.
ticket	1,688	One support ticket as it stood at the export date, 30 Sep 2026: one contact from a customer about one thing (an order, their account, a Club renewal or their Club subscription). Replies are sent only while the ticket's queue is staffed.
ticket_event	14,391	One entry in a ticket's audit trail, in Zendesk's terms: its creation with its status, group and priority, each status change, the assignment, the survey offered and rated, and a breach of the first-reply target.
ticket_message	5,281	One message on a ticket, in order: the customer's first message, the agents' replies, the customer's follow-ups, and internal notes (a note of a call, an escalation). A reply by email quotes the message it answers below its own text, as mail clients and the web form do; chat, messaging and call notes do not.
ticket_tag	4,035	One tag on a ticket, one row per tag.

agent

One helpdesk seat. Every support employee has one, and so do light agents from teams that answer inside tickets (logistics, accounts receivable, wholesale sales, social media, the Rotterdam warehouse) and one engineering admin. A leaver's seat is deactivated, not deleted.

32 rows; key agent_id.

Column	Type	Empty	Range or values	Meaning
agent_id	integer, key	0.0%	2946889903140 to 2946889903264	The helpdesk's user id for the agent.
employee_no	text	0.0%	EMP-10017, EMP-10012, EMP-10022	The agent's employee number, as HR records it.
name	text	0.0%	Gaurav Saxena, Rajesh Purushothaman, Aswathy Panikkar	The agent's full name.
email	text	0.0%	gaurav.saxena@pepperwind.example, rajesh.purushothaman@pepperwind.example, aswathy.panikkar@pepperwind.example	The agent's work email.
role	text	0.0%	agent, light_agent, admin	admin, agent, or light_agent (a seat from another team that answers inside tickets).
group_id	integer, → support.support_group.group_id	0.0%	396841095744 to 396841095786	The agent's default desk.
active	boolean	0.0%	False to True	False once the employee has left.
created_at	timestamp, UTC instant	0.0%	2018-02-12 07:06:03 to 2026-08-17 14:08:36	When the seat was created.

agent_shift

One rostered shift of one agent on one day. Kochi's agents work Monday to Saturday on the morning (08:00-17:00) or evening (13:00-22:00) shift and not on Kerala's public holidays; Rotterdam's agent works 09:00-18:00 on Dutch working days; the US agents 09:00-18:00 New York time. A rostered day the agent was on leave stays in the rota with its status.

6,130 rows; key shift_id.

Column	Type	Empty	Range or values	Meaning
shift_id	integer, key	0.0%	1 to 6130	The shift's id.
agent_id	integer, → support.agent.agent_id	0.0%	2946889903140 to 2946889903264	The agent rostered.
date	timestamp, UTC instant	0.0%	2023-09-25 00:00:00 to 2026-09-30 00:00:00	The working day of the shift (a date).
shift_name	text	0.0%	Morning, Evening, EU Day	The shift's name, for example Morning, Evening or EU Day.
start_at	timestamp, UTC instant	0.0%	2023-09-25 02:30:00 to 2026-09-30 13:00:00	The rostered start; on the hour in the agent's own time zone.
end_at	timestamp, UTC instant	0.0%	2023-09-25 11:30:00 to 2026-09-30 22:00:00	The rostered end; on the hour in the agent's own time zone.
status	text	0.0%	worked, leave, half_day	worked; leave (approved leave); sick (sick leave); or half_day (half the shift worked).

csat_response

One answered satisfaction survey. The survey goes out 24 hours after a ticket is solved, by every channel but phone; roughly a third are answered.

499 rows; key response_id.

Column	Type	Empty	Range or values	Meaning
response_id	integer, key	0.0%	1 to 499	The response's id.
ticket_id	integer, → support.ticket.ticket_id	0.0%	104242 to 105910	The ticket rated.
score	integer	0.0%	1 to 5	The rating from 1 to 5; 5 is very satisfied.
rating	text	0.0%	Very satisfied, Very dissatisfied, Satisfied	The score's label, from Very dissatisfied (1) to Very satisfied (5).
comment	text	70.3%	Quick reply, thank you! Sorted the invoice for our accounts., Brilliant, thanks. Sorted the invoice for our accounts., Terrible experience.	What the customer wrote beside the score, in their own words. Most leave none, so it is empty on most responses; a low score is more often explained than a high one.
created_at	timestamp, UTC instant	0.0%	2023-10-14 17:24:05 to 2026-09-30 08:30:09	When the survey was answered.

kb_article

One help centre article in one language, as it reads at the export date. Each storefront has its own articles (en-IN, en-GB, en-US), and the main European ones are translated into Dutch and German. An article states the store's policies of its market (delivery charges, the returns window, the Club's billing day), so it changes when a policy does; kb_article_versions keeps each wording.

141 rows; key article_id.

Column	Type	Empty	Range or values	Meaning
article_id	integer, key	0.0%	1 to 141	The article's id.
title	text	0.0%	Can I change my delivery address?, Where do your spices come from?, Gifting a Club membership	The article's title.
section	text	0.0%	Orders and delivery, Products and brewing, Pepperwind Club	The help centre section it is filed under: Orders and delivery, Returns and refunds, Payments, Pepperwind Club, Products and brewing, Wholesale, or Account and privacy.
locale	text	0.0%	en-IN, en-US, en-GB	The article's language and storefront (en-IN, en-GB, en-US, nl, de).
body	text	0.0%	If your order hasn't been packed yet, we can change the address. Write to us as soon as possible with your order number , We buy pepper and cardamom from growers and cooperatives in Kerala and Karnataka, and tea from estates in Munnar, the Ni, You can gift three, six or twelve months of any Club tier. Add a personal message at checkout and we'll print it on a ca	The article's text as published at the export date.
author_agent_id	integer	0.0%	2946889903140 to 2946889903264	The agent who wrote it.
created_at	timestamp, UTC instant	0.0%	2018-02-15 04:53:50 to 2025-11-05 09:21:12	When the article was first published.
updated_at	timestamp, UTC instant	0.0%	2018-02-15 11:44:52 to 2026-09-13 04:48:20	When it was last edited.

kb_article_versions

One wording of a help centre article and the span it was live. A new version starts when the article is edited, whether a policy changed or the text was tidied, and the one before it ends then.

302 rows; key version_id.

Column	Type	Empty	Range or values	Meaning
version_id	integer, key	0.0%	1 to 302	The version's id.
article_id	integer, → support.kb_article.article_id	0.0%	1 to 141	The article.
valid_from	timestamp, UTC instant	0.0%	2018-02-15 05:26:03 to 2026-09-13 11:03:27	When this wording went live.
valid_to	timestamp, UTC instant	46.7%	2018-04-11 12:21:48 to 2026-09-13 11:03:27	When the next wording replaced it. Empty for the wording live at the export date.
title	text	0.0%	Can I change my delivery address?, Where do your spices come from?, How do I get a GST invoice?	The article's title in this version.
body	text	0.0%	If your order hasn't been packed yet, we can change the address. Write to us as soon as possible with your order number , We buy pepper and cardamom from growers and cooperatives in Kerala and Karnataka, and tea from estates in Munnar, the Ni, A tax invoice is emailed when your order ships. To add your business GSTIN, enter it at checkout. For a past order, repl	The article's text in this version.

macro

One saved reply agents insert into tickets. A macro is retired, not deleted, when a policy change makes its wording wrong. Its text carries Zendesk placeholders ({{ticket.requester.first_name}}) that are filled when it is used.

78 rows; key macro_id.

Column	Type	Empty	Range or values	Meaning
macro_id	integer, key	0.0%	1 to 78	The macro's id.
title	text	0.0%	Club::Gift message added, Discounts::One code per order, Club::Payment failed	The macro's name, filed by topic (Club::Payment failed).
body	text	0.0%	Hi {{ticket.requester.first_name}}, Lovely! We'll print your message on a card in the first box. {{current_user.first_, Hi {{ticket.requester.first_name}}, Only one code can be used on each order, so the second one wasn't applied. I've che, Hi {{ticket.requester.first_name}}, Your Club renewal didn't go through. We'll retry automatically, or you can update y	The reply it inserts, with its placeholders.
active	boolean	0.0%	False to True	False for a retired macro.
created_at	timestamp, UTC instant	0.0%	2019-01-25 03:37:53 to 2026-03-16 11:13:48	When it was created.
created_by_agent_id	integer	0.0%	2946889903140 to 2946889903264	The agent who created it.

requester

One end-user record: a person who wrote to the helpdesk. A person can have two records, for example after writing in from another address or signing up to the help centre later. A requester whose store record the privacy desk erased on request keeps the row with name, email and phone empty.

590 rows; key requester_id.

Column	Type	Empty	Range or values	Meaning
requester_id	integer, key	0.0%	1572884865869 to 1572884869992	The helpdesk's user id for the person.
name	text	0.0%	Fahad Ali, Ekta Parihar, Dhanalakshmi Thampi	The person's name.
email	text	0.0%	fahad.ali@inbox.example, ekta.parihar@inbox.example, dthampi@mailbox.example	The email address on the record.
phone	text	0.0%	+91 91XXXXX179, +91 94XXXXX878, +91 92XXXXX326	The phone number on the record, masked as stored.
locale	text	0.0%	en-IN, en-US, fr	The help centre language, from the person's country: en-IN, en-US, en-gb, nl, de, fr or da.
organization	text	40.0%	Ottupura Coffee House, Sahyadri Corporate Gifts, Old Fort Hampers	The trading name of the business the person writes for (a wholesale buyer). Empty for consumers.
created_at	timestamp, UTC instant	0.0%	2023-10-08 14:16:25 to 2026-09-29 07:58:04	When the record was created: seconds before the person's first ticket, or at a later help centre sign-up.

sla_policy

One SLA policy: the targets a ticket is measured against, counted in business hours (the hours its queue is staffed). Standard, Urgent (for urgent and high priority tickets), Club, and B2B for wholesale buyers.

4 rows; key policy_id.

Column	Type	Empty	Range or values	Meaning
policy_id	integer, key	0.0%	722610242714 to 722610242735	The policy's id.
name	text	0.0%	Standard, Urgent, Club	The policy's name: Standard, Urgent, Club or B2B.
priority	text	0.0%	normal, urgent	The ticket priority the policy is written for.
first_reply_hours	integer	0.0%	2 to 8	The target, in business hours, from the ticket's arrival to the first reply.
resolve_hours	integer	0.0%	24 to 72	The target, in business hours, from arrival to solved.
valid_from	timestamp, UTC instant	0.0%	2021-04-01 00:00:00 to 2021-04-01 00:00:00	The date the policy took effect.

support_group

One desk (a Zendesk group) that tickets are routed to. Customer Care opened with the helpdesk in February 2018; Wholesale, Escalations, Club, Delivery Exceptions, Payments, Europe and United States were added as the business grew.

8 rows; key group_id.

Column	Type	Empty	Range or values	Meaning
group_id	integer, key	0.0%	396841095744 to 396841095786	The group's id.
name	text	0.0%	Customer Care, Wholesale, Escalations	The desk's name.
market	text	50.0%	IN, EU, US	The market the desk serves: IN, EU or US. Empty for desks that serve every market.
created_at	timestamp, UTC instant	0.0%	2018-02-12 11:15:20 to 2025-12-15 05:42:33	When the desk was created.

ticket

One support ticket as it stood at the export date, 30 Sep 2026: one contact from a customer about one thing (an order, their account, a Club renewal or their Club subscription). Replies are sent only while the ticket's queue is staffed.

1,688 rows; key ticket_id.

Column	Type	Empty	Range or values	Meaning
ticket_id	integer, key	0.0%	104233 to 105920	The ticket number, sequential from 104233.
requester_id	integer, → support.requester.requester_id	0.0%	1572884865869 to 1572884869992	The person who wrote in.
channel	text	0.0%	web, voice, email	How the customer got in touch: email, web (the help centre form), chat, whatsapp or voice (a call).
created_at	timestamp, UTC instant	0.0%	2023-10-08 14:16:45 to 2026-09-30 09:50:13	When the ticket was created; for a call, when the call came in.
first_reply_at	timestamp, UTC instant	0.0%	2023-10-09 02:51:17 to 2026-09-30 11:40:55	The first public reply from an agent. Empty if no agent had replied by the export date.
assignee_agent_id	integer	0.0%	2946889903140 to 2946889903264	The agent assigned: the one on shift who sent the first reply (agent.agent_id).
group_id	integer, → support.support_group.group_id	0.0%	396841095744 to 396841095786	The desk the ticket is routed to.
priority	text	0.0%	normal, high, low	urgent, high, normal or low, from what the contact is about.
sla_policy_id	integer, → support.sla_policy.policy_id	0.0%	722610242714 to 722610242735	The SLA policy the ticket is measured against.
type	text	22.0%	question, task, incident	question, incident or task. Empty where the agent left it unset.
order_number	text	57.5%	ORD-IN-1066536, ORD-IN-1066717, ORD-IN-1066708	The storefront order number in the ticket's Order number field (ORD--<7 digits>). The field exists from 1 Jul 2025; before that, an order number was written in the ticket's text, so the column is empty. Also empty on tickets not about an order.
solved_at	timestamp, UTC instant	0.2%	2023-10-09 06:25:53 to 2026-09-30 15:47:01	When the ticket was solved (for a reopened ticket, solved again). Empty if not solved.
reopen_count	integer	0.0%	0 to 1	1 if the customer wrote back after the ticket was solved and it reopened; else 0.
status	text	0.0%	closed, solved, pending	Zendesk's status at the export date: new (no reply yet), open, pending (waiting on the customer), solved, or closed (closed automatically four days after solved).
satisfaction	text	0.0%	offered, unoffered, good	The survey state: unoffered, offered (sent, not answered), good (a score of 4 or 5) or bad (1 to 3).
contact_reason	text	0.2%	wismo, wholesale, wrong_item	The Contact reason field the agent set, for example wismo (where is my order), delivery_delay, damaged_item, cancel_order or club_payment. Required when solving from 11 Apr 2022; agents sometimes pick a neighbouring reason. Empty where not set.
updated_at	timestamp, UTC instant	0.0%	2023-10-13 06:25:53 to 2026-09-30 15:47:01	The ticket's latest change: its creation, first reply, solve, close or survey answer.
subject	text	0.0%	No tracking update - order no ORD-IN-1061248 pls, Callback for Ekta, Delivery issue | ORD-IN-1061257	The ticket's subject. An email or web form keeps the customer's own subject line, typos and all; a chat, messaging conversation or call is titled by the helpdesk, as Zendesk titles it ("Chat with Asha").

ticket_event

One entry in a ticket's audit trail, in Zendesk's terms: its creation with its status, group and priority, each status change, the assignment, the survey offered and rated, and a breach of the first-reply target.

14,391 rows; key event_id.

Column	Type	Empty	Range or values	Meaning
event_id	integer, key	0.0%	739239486291 to 739239529461	The audit entry's id.
ticket_id	integer, → support.ticket.ticket_id	0.0%	104233 to 105920	The ticket changed.
created_at	timestamp, UTC instant	0.0%	2023-10-08 14:16:45 to 2026-09-30 15:47:01	When the change happened.
kind	text	0.0%	create, change, sla_breach	create (a value set when the ticket was made), change, or sla_breach.
field	text	0.0%	status, group_id, priority	The field set or changed: status, group_id, priority, assignee_id, satisfaction_score, or first_reply_time on an SLA breach.
old_value	text	49.5%	new, open, unoffered	The value before the change. Empty on create, assignment and sla_breach entries.
new_value	text	0.0%	new, 396841095744, normal	The value after the change: a status, a group or agent id (for group_id and assignee_id), a priority, offered, good or bad, or on an SLA breach the policy's name.
actor_agent_id	integer, → support.agent.agent_id	64.2%	2946889903140 to 2946889903264	The agent who made the change: the assignee, on the first reply, a solve and the assignment. Empty for the customer's own changes (creating, reopening), automations (closing, the survey) and SLA breaches.

ticket_message

One message on a ticket, in order: the customer's first message, the agents' replies, the customer's follow-ups, and internal notes (a note of a call, an escalation). A reply by email quotes the message it answers below its own text, as mail clients and the web form do; chat, messaging and call notes do not.

5,281 rows; key message_id.

Column	Type	Empty	Range or values	Meaning
message_id	integer, key	0.0%	372365092018 to 372365097298	The message's id.
ticket_id	integer, → support.ticket.ticket_id	0.0%	104233 to 105920	The ticket it belongs to.
created_at	timestamp, UTC instant	0.0%	2023-10-08 14:16:45 to 2026-09-30 15:47:01	When it was sent or written.
author_kind	text	0.0%	end-user, agent	end-user (the customer) or agent.
author_requester_id	integer	59.7%	1572884865869 to 1572884869992	The customer who wrote it (requester.requester_id). Empty on an agent's message.
author_agent_id	integer	40.3%	2946889903140 to 2946889903264	The agent who wrote it (agent.agent_id). Empty on the customer's message.
public	boolean	0.0%	False to True	False for an internal note the customer does not see.
via	text	0.0%	web, voice, email	How it came in or went out (email, web, chat, native_messaging for WhatsApp, voice for a call note).
attachments	integer	0.0%	0 to 3	How many files are attached, such as a customer's photos of a damaged item.
body	text	0.0%	I placed order ORD-IN-1061248 on 4 October 2023 and the tracking has not moved since. I've already paid for it. Please c, Delivery query for ORD-IN-1061275, promised 12 October 2023. Noted on the account., Dear Sir, Can you confirm the delivery slot for order ORD-IN-1061257 to Thrissur? We need this closed before month end.	The message's text, with the customer's own spelling.

ticket_tag

One tag on a ticket, one row per tag.

4,035 rows; key ticket_tag_id.

Column	Type	Empty	Range or values	Meaning
ticket_tag_id	integer, key	0.0%	1 to 4035	The row's id.
ticket_id	integer, → support.ticket.ticket_id	0.0%	104233 to 105920	The ticket tagged.
tag	text	0.0%	wholesale, macro_wholesale, b2b	The tag: the contact reason's own tag; macro_ when an agent answered with a macro; a tag agents add for a known event affecting many customers; b2b on every wholesale buyer's ticket; or escalated.