policy_version string | rules list | default_action string | note string |
|---|---|---|---|
v1.0 | [
{
"key": "priority_high",
"description": "Escalate if the ticket is still open and its priority is High.",
"when": {
"status": [
"open"
],
"priority": [
"High"
],
"category": null,
"first_response_hours_min": null
},
"owner_team_for_categories"... | resolve | Rules are evaluated in order. The first matching rule sets the action 'escalate' and determines the owner team; otherwise the action is 'resolve' with no owner team. Tickets whose status is not 'open' are always resolved. |
NimbusCloud Support Tickets Q3 Export
Latest weekly export of customer-support tickets from the NimbusCloud ticketing system, published by the DataOps team for downstream triage and reporting.
Export run: 08y23zsp · Published at: 2026-08-14
Layout
data/tickets.csv- the raw ticket records with14rows (11 open).policy/escalation_policy.json- the escalation business rules.
Ticket fields
| Field | Type | Description |
|---|---|---|
ticket_id |
string | Unique ticket identifier (e.g. TK-2101). |
customer_name |
string | Name of the customer. |
company |
string | Customer company. |
plan |
string | Plan tier (Enterprise, Standard, Free). |
priority |
string | High, Medium or Low. |
sentiment_score |
number | 0..1 customer-satisfaction proxy. |
category |
string | Technical, Billing, General, Feature Request. |
status |
string | open, resolved. |
first_response_hours |
number | Hours until first agent response. |
description |
string | Short description of the issue. |
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