01_create_tickets.sql

-- Fictional tutorial data. No real customer information.
-- Edit the ticket rows below to try your own examples.
-- Run with your project selected and processing location US.
CREATE SCHEMA IF NOT EXISTS jev_demo OPTIONS(location = 'US');

CREATE OR REPLACE TABLE jev_demo.support_tickets AS
SELECT * FROM UNNEST(ARRAY<STRUCT<
  ticket_id STRING,
  subject STRING,
  description STRING,
  status STRING,
  resolution STRING
>>[
  ("T001",
   "Copy of invoice",
   "Please send another copy of last month's invoice. Our account works normally.",
   "open",
   NULL),
  ("T002",
   "Charged twice",
   "Our card was charged twice for the same monthly subscription. Please reverse the duplicate charge; we can use the product normally.",
   "open",
   NULL),
  ("T003",
   "Seat purchase not applied",
   "We paid for ten additional seats, but the subscription still shows the old limit. Five new analysts cannot start work today and there is no spare account they can use.",
   "open",
   NULL),
  ("T004",
   "Refund confirmed",
   "We cancelled within the trial period but were billed for the first month.",
   "closed",
   "The refund was processed and the customer confirmed the credit appeared on their statement."),
  ("T005",
   "Refund still pending",
   "A duplicate annual charge needs to be refunded. The account is still accessible.",
   "closed",
   "Refund request forwarded to the finance team. Waiting for approval."),
  ("T006",
   "Renewal tomorrow",
   "Our card expires today and renewal is tomorrow. How can we update the payment method to avoid interruption? Everything is working now.",
   "open",
   NULL),
  ("T007",
   "Company-wide SSO outage",
   "After our identity-provider change this morning, SSO fails for every employee. Nobody can sign in and there is no alternative login enabled.",
   "open",
   NULL),
  ("T008",
   "Reset MFA on my account",
   "I lost my authenticator device and cannot sign in to do my work. Recovery codes are unavailable. My colleagues can still sign in.",
   "open",
   NULL),
  ("T009",
   "Request access to another workspace",
   "Please grant me access to the training workspace next month. My production workspace is available and I have no immediate deadline.",
   "open",
   NULL),
  ("T010",
   "SSO restored",
   "A changed SSO certificate prevented the whole team from signing in this morning. No backup login was available.",
   "closed",
   "Updated the certificate and verified sign-in with the customer. Their team confirmed access is restored."),
  ("T011",
   "Login fix not confirmed",
   "I cannot sign in and need the account for work today. No other account is available.",
   "closed",
   "Suggested clearing cookies. We have not heard back from the customer."),
  ("T012",
   "Dashboard unavailable to one analyst",
   "A new analyst sees permission denied on a dashboard. It is unclear whether their account lacks access or the dashboard itself is failing; everyone else can use it.",
   "pending",
   NULL),
  ("T013",
   "Nightly import failed",
   "Our nightly import has failed twice. Finance needs updated numbers before the end of day tomorrow. We’re still able to query yesterday's data.",
   "open",
   NULL),
  ("T014",
   "Import cannot start",
   "The initial CRM import fails on every attempt. We have no data loaded and no manual export available. Our operations team cannot start today's work.",
   "open",
   NULL),
  ("T015",
   "Rename imported field",
   "Can we map the customer_identifier source field to customer_id in the next connector configuration? Current imports are working.",
   "open",
   NULL),
  ("T016",
   "Connector repaired",
   "The inventory sync stopped overnight and left the warehouse team unable to process new orders. No other inventory feed was available.",
   "closed",
   "Rotated the connector credential, completed the backfill, and the warehouse team confirmed new orders can be processed."),
  ("T017",
   "Import case closed without rerun",
   "Our daily import stopped and tomorrow's report needs fresh data. We can still view the previous successful load.",
   "closed",
   "Engineering will investigate the connector next week. No rerun has completed."),
  ("T018",
   "Dashboard is old and slow",
   "The dashboard shows last week's records and also loads slowly. The connector reports repeated sync failures. Please fix freshness first; we can use the previous report for now.",
   "open",
   NULL),
  ("T019",
   "Queries became slower",
   "Queries that normally take two seconds now take twenty. They still finish and our daily work can continue. No deadline is at risk.",
   "open",
   NULL),
  ("T020",
   "Exports time out before deadline",
   "Every export times out before producing a file. We must submit the file in two hours, and there is no alternative way to retrieve it.",
   "open",
   NULL),
  ("T021",
   "Dashboard tuning advice",
   "Our dashboard takes ten seconds to open. It works, but we would appreciate suggestions for making it faster when you have time.",
   "open",
   NULL),
  ("T022",
   "Query latency fixed",
   "The board-report query had become slower but still completed. We requested tuning without an immediate deadline.",
   "closed",
   "Added the recommended partition filter. The customer confirmed the query is back to its normal runtime."),
  ("T023",
   "Timeout ticket closed",
   "All exports time out and the team cannot deliver its report today. There is no workaround.",
   "closed",
   "Performance patch is scheduled for a future release; customer is still seeing timeouts."),
  ("T024",
   "Slow sign-in page",
   "Authentication succeeds, but the sign-in page takes thirty seconds to render for every user. Once it loads, everyone can work. There is no current deadline.",
   "open",
   NULL),
  ("T025",
   "URGENT: dashboard colors",
   "URGENT!!! Where can I change the chart colors? Nothing is broken and I just want to match our team theme.",
   "open",
   NULL),
  ("T026",
   "Something is broken",
   "It stopped working again. Please help.",
   "open",
   NULL),
  ("T027",
   "Keyboard navigation question",
   "Does the dashboard support navigating between chart tabs with the keyboard? I am planning a training session next quarter.",
   "open",
   NULL),
  ("T028",
   "Help article answered question",
   "Where can I find instructions for sharing a saved chart? Nothing is broken.",
   "closed",
   "Sent the sharing guide and the customer confirmed they successfully shared the chart."),
  ("T029",
   "Closed with no resolution",
   "How do I change the display timezone? There is no immediate deadline.",
   "closed",
   NULL),
  ("T030",
   "Multiple issues, unclear priority",
   "The invoice looks wrong, SSO sometimes fails, and the import seems slow. We have not worked out which issue is causing trouble or whether anyone is unable to work.",
   "pending",
   NULL)
]);