Support escalation bridge
Resolve support tickets to agents when escalation history means one ticket can involve several agents over time.
Concept
many-to-many-modeling
The primary modeling idea this problem reinforces.
Requirements
4
Business needs the model must satisfy.
A customer support team wants to analyze first-touch ownership, escalations, and specialist handoffs. A ticket starts with one agent, can escalate to another queue, and can return to the original agent after a callback.
A direct ticket-to-agent relationship answers only current ownership. Escalation history is a relationship with its own grain, timing, and attributes, so it needs a bridge or factless fact rather than a single foreign key on the ticket.
- Keep tickets and agents as separate reusable entities.
- Add a ticket-agent assignment bridge for escalation history.
- Add ticket, agent, and assigned-at fields to the bridge.
- Declare N:1 relationships from the bridge to both ticket and agent entities.
Template
Support escalation starter workspace
The model users start from in the full workspace.
Entities
2
Seeded tables visible in the public preview.
Dialect
postgresql
Generated SQL target for this starter model.
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