Datasets:

misatadata
/

pepperwind

# 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](#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](#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](#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](#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](#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](#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](#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](#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](#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](#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](#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](#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](#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-<market>-<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_<reason> 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. |