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- CRM with Ticketing
- Data model
The tables behind CRM with Ticketing
CRM with Ticketing ships with 10 tables, grouped here by the feature that uses them. Every record your team works with lives in one of them, and you can add fields and tables in Proto.
- Tables
- 10
- Features
- 6, plus shared settings
- Change it
- Add fields and tables in Proto
How the model is organised
Customer Context
Customers retains Name, Code, contact name, Address, eligibility note and Organization. Organizations and team members hold the organizational and membership context used by the operating roles.
Ticket Intake
Tickets links Organization, Owner and Counterparty, with record number, Subject, priority rank, resolution due at, Status and Revision.
Responses and Waiting
Ticket events points to Tickets through Parent. Event type, occurred at, pause minutes, Visibility and Message describe the recorded activity; line number and Revision retain ordering and revision context.
Account Support Links
Account support links links Parent and Organization, with account reference, linked at, open tickets, Entitlement, Status and Revision.
Resolution and Reopening
Tickets retains opened at, first response at and resolved at with its current state. Resolution events stay in ticket events against the same ticket identity.
Evidence and Reconciliation
Review decisions records source revision, Decision, Reviewer and Reason. Operation receipts records operation key, Action, expected revision, result state and effect references. Record attachments retains the evidence file, uploader and visibility.
Every table, by feature
- Customer Context4
- Ticket Intake5
- Responses and Waiting3
- Account Support Links6
- Resolution and Reopening3
- Evidence and Reconciliation6
- Shared and settings1
- Customers
Customers records; retain actual linked evidence and role scope.
Linked to Organizations - Organizations
Organizations records; retain actual linked evidence and role scope.
- Team members
Team Members records; retain actual linked evidence and role scope.
Linked to Organizations, Users - Tickets
Tickets records; retain actual linked evidence and role scope.
Linked to Organizations, Team members, Customers
- Tickets
Tickets records; retain actual linked evidence and role scope.
Linked to Organizations, Team members, Customers - Customers
Customers records; retain actual linked evidence and role scope.
Linked to Organizations - Organizations
Organizations records; retain actual linked evidence and role scope.
- Team members
Team Members records; retain actual linked evidence and role scope.
Linked to Organizations, Users - Operation receipts
Operation Receipts records; retain actual linked evidence and role scope.
Linked to Tickets
- Tickets
Tickets records; retain actual linked evidence and role scope.
Linked to Organizations, Team members, Customers - Ticket events
Ticket Events records; retain actual linked evidence and role scope.
Linked to Tickets - Operation receipts
Operation Receipts records; retain actual linked evidence and role scope.
Linked to Tickets
- Account support links
Domain-specific account support links supporting link an eligible customer support request.
Linked to Tickets, Organizations - Tickets
Tickets records; retain actual linked evidence and role scope.
Linked to Organizations, Team members, Customers - Organizations
Organizations records; retain actual linked evidence and role scope.
- Review decisions
Review Decisions records; retain actual linked evidence and role scope.
Linked to Tickets, Team members - Record attachments
Record Attachments records; retain actual linked evidence and role scope.
Linked to Tickets, Team members - Operation receipts
Operation Receipts records; retain actual linked evidence and role scope.
Linked to Tickets
- Tickets
Tickets records; retain actual linked evidence and role scope.
Linked to Organizations, Team members, Customers - Ticket events
Ticket Events records; retain actual linked evidence and role scope.
Linked to Tickets - Record attachments
Record Attachments records; retain actual linked evidence and role scope.
Linked to Tickets, Team members
- Operation receipts
Operation Receipts records; retain actual linked evidence and role scope.
Linked to Tickets - Record attachments
Record Attachments records; retain actual linked evidence and role scope.
Linked to Tickets, Team members - Review decisions
Review Decisions records; retain actual linked evidence and role scope.
Linked to Tickets, Team members - Tickets
Tickets records; retain actual linked evidence and role scope.
Linked to Organizations, Team members, Customers - Account support links
Domain-specific account support links supporting link an eligible customer support request.
Linked to Tickets, Organizations - Ticket events
Ticket Events records; retain actual linked evidence and role scope.
Linked to Tickets
Keys and references
Use the actual record identity for every reference. Record number and customer Code help people recognize work, but Parent determines which ticket an event, support link, decision or receipt belongs to. Account-support review must bind the correct source identity and revision even when a ticket has several related records.
Resolve personal ownership through team members.User and preserve the published Users.User self-reference. Review decisions.Reviewer and record attachments.uploaded by also reference team members. Enforce the authenticated organization alongside these links rather than relying on a display name or a visible queue filter.
Keep operation identities and revision checks intact when investigating delayed responses. Result state belongs to the receipt; it is distinct from Tickets.Status and account support links.Status. Return is a review decision, while needs review is a receipt result.
Migration order
- Resolve Users, Organizations and team members with their intended access mappings.
- Load Customers with valid organization links and agreed customer codes.
- Load Tickets with the correct customer, owner and organization, preserving source identities and revisions.
- Load ticket events and record attachments against the original ticket and uploader context.
- Load account support links and review decisions while preserving the reviewed source identity and revision relationship.
- Load operation receipts with their historical references; reconcile imported evidence without replaying the external actions it describes.
Set up CRM with Ticketing your way.
Start free, then use Proto to change fields, steps and approvals before your team goes live.