Support ticket document profile
Track service requests and resolution status.
The Support ticket profile helps you track service requests and resolution status. It belongs to the customer voice family.
Recognize the source
Service-case record with chronology; preserve latest explicitly dated status, not guessed current state.
Review the document itself before applying the profile. Similar labels, dates, parties, or amounts can appear in another document type with a different meaning. Use the source context to distinguish them.
Expected fields
Core fields form the profile’s main structure. Recommended and optional fields add supported detail. None of these designations permits guessing a value that is absent or ambiguous.
| Field | Type | Inclusion | Meaning and extraction rule |
|---|---|---|---|
| Ticket reference | text | Core | The source-stated ticket reference for this document and its identified subject. Copy exact source spans for this one scalar field, preserving their order, ownership and qualifications. Ordered spans may continue across segments. Do not synthesize a summary or combine unrelated fields or repeated records; return unresolved when the scalar meaning is ambiguous. |
| Subject | text | Core | The source-stated subject for this document and its identified subject. Copy exact source spans for this one scalar field, preserving their order, ownership and qualifications. Ordered spans may continue across segments. Do not synthesize a summary or combine unrelated fields or repeated records; return unresolved when the scalar meaning is ambiguous. |
| Reported problem | text | Core | The source-stated reported problem for this document and its identified subject. Copy exact source spans for this one scalar field, preserving their order, ownership and qualifications. Ordered spans may continue across segments. Do not synthesize a summary or combine unrelated fields or repeated records; return unresolved when the scalar meaning is ambiguous. |
| Stated status | text | Core | The source-stated status for this document and its identified subject. Copy exact source spans for this one scalar field, preserving their order, ownership and qualifications. Ordered spans may continue across segments. Do not synthesize a summary or combine unrelated fields or repeated records; return unresolved when the scalar meaning is ambiguous. |
| Created date | date | Core | The source-stated created date for this document and its identified subject. Normalize an explicitly stated date only when unambiguous. Do not infer missing day, month, year or timezone. |
| Assigned team | text | Optional | The source-stated assigned team for this document and its identified subject. Copy exact source spans for this one scalar field, preserving their order, ownership and qualifications. Ordered spans may continue across segments. Do not synthesize a summary or combine unrelated fields or repeated records; return unresolved when the scalar meaning is ambiguous. |
| Stated priority | text | Optional | The source-stated priority for this document and its identified subject. Copy exact source spans for this one scalar field, preserving their order, ownership and qualifications. Ordered spans may continue across segments. Do not synthesize a summary or combine unrelated fields or repeated records; return unresolved when the scalar meaning is ambiguous. |
| Resolution excerpt | text | Optional | The source-stated resolution excerpt for this document and its identified subject. Copy exact source spans for this one scalar field, preserving their order, ownership and qualifications. Ordered spans may continue across segments. Do not synthesize a summary or combine unrelated fields or repeated records; return unresolved when the scalar meaning is ambiguous. |
Missing, ambiguous, and repeated values
Missing or ambiguous fields remain null with a reason. Null is not zero, false, an empty statement, or proof that a document-wide fact does not exist. Inspect unresolved states and their supporting passages before accepting the table. This document type can contain repeated records such as ticket comments and events. The profile uses one row per document; do not compress repeated records into a scalar field or confuse a line value with a document-level total. Additional supported fields can be considered when the extraction experience allows them. Review their definitions and types explicitly; changing a field’s meaning requires a new extraction preview.
Review the result
Select evidence-backed cells and read the retained source. Text should preserve the relevant source spans and qualifications. Numbers and dates must be stated unambiguously and normalized safely; do not calculate unstated values or infer missing units, currency, scale, date parts, or time zones.
Verify the result against the captured document before acceptance. Source support does not independently establish perfect OCR, exhaustive field discovery, or correct domain interpretation.
See profile modes, table review, and captured evidence.