{
  "$schema": "https://json-schema.org/draft/2020-12/schema",
  "$id": "https://raw.githubusercontent.com/api-evangelist/support/refs/heads/main/json-schema/support-ticket-schema.json",
  "title": "SupportTicket",
  "description": "Represents a customer support ticket, case, or conversation managed by a help desk or customer service platform.",
  "type": "object",
  "properties": {
    "id": {
      "type": "string",
      "description": "Unique identifier of the ticket in the support platform.",
      "example": "TCKT-10293"
    },
    "subject": {
      "type": "string",
      "description": "Short summary or subject line of the ticket.",
      "example": "Unable to reset my password"
    },
    "description": {
      "type": "string",
      "description": "Full description or body of the original customer request.",
      "example": "I clicked the password reset link but never received the confirmation email."
    },
    "status": {
      "type": "string",
      "description": "Current workflow state of the ticket.",
      "enum": ["new", "open", "pending", "on_hold", "solved", "closed"],
      "example": "open"
    },
    "priority": {
      "type": "string",
      "description": "Priority level assigned to the ticket.",
      "enum": ["low", "normal", "high", "urgent"],
      "example": "normal"
    },
    "channel": {
      "type": "string",
      "description": "Channel through which the ticket was created.",
      "enum": ["email", "chat", "web_form", "phone", "social", "sms", "api", "messaging"],
      "example": "email"
    },
    "requester": {
      "type": "object",
      "description": "Customer or contact who submitted the ticket.",
      "properties": {
        "id": { "type": "string", "example": "C-4521" },
        "name": { "type": "string", "example": "Jane Doe" },
        "email": { "type": "string", "format": "email", "example": "jane@example.com" }
      },
      "required": ["email"]
    },
    "assignee_id": {
      "type": "string",
      "description": "Identifier of the agent currently assigned to the ticket.",
      "example": "AGT-17"
    },
    "group_id": {
      "type": "string",
      "description": "Identifier of the team or group queue handling the ticket.",
      "example": "GRP-billing"
    },
    "tags": {
      "type": "array",
      "description": "Tags or labels applied to the ticket for categorization and reporting.",
      "items": { "type": "string" },
      "example": ["billing", "password-reset"]
    },
    "sla_breached": {
      "type": "boolean",
      "description": "Whether the ticket has breached its SLA target.",
      "example": false
    },
    "created_at": {
      "type": "string",
      "format": "date-time",
      "description": "Timestamp when the ticket was created.",
      "example": "2026-05-19T14:23:00Z"
    },
    "updated_at": {
      "type": "string",
      "format": "date-time",
      "description": "Timestamp of the last update to the ticket.",
      "example": "2026-05-19T15:02:00Z"
    }
  },
  "required": ["subject", "status", "requester"]
}