Data type
Support tickets
Problems, diagnoses and resolutions at scale. Internal ticket notes can connect a problem to diagnostic reasoning, escalation and an outcome. Check whether a closed status represents a verified resolution, a proposed fix or an administrative closure before describing it as a problem-solution pair.
Records to assess
- Zendesk, Freshdesk, Intercom or Jira Service Management tickets
- Internal notes and macros
- Resolution and escalation paths
Context to describe to buyers
- Ticket volume and technical depth
- Internal notes that show reasoning
- Consistent categories and outcomes
What stays out
- Payment details and identity documents
- Regulated data such as health records
- Tickets from customers whose contracts forbid reuse
How to prepare
- Agree on a permitted internal-note scope before preparing a sample
- Review your customer terms for the proposed use
- List fields and attachments with personal or restricted data
Worked example: A 120-person SaaS support team (fictional)
Tallowmere Billing has 410,000 Zendesk tickets since 2016 with internal notes and macros. Payment fields and attachments are excluded, the team flags any analytics-only permission for review rather than treating it as authority for record-level licensing, and records with unresolved rights stay out of scope.
When to pause the assessment
- Your customer contracts forbid any reuse of support data.
- Tickets contain regulated data such as health or payment details you cannot strip.
- Volume is low (a few thousand tickets) with little internal reasoning.
Support tickets: common questions
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Do my customers need to consent?
It depends on your customer terms and the jurisdictions involved. A clause permitting aggregated analytics does not automatically authorize licensing record-level histories for AI training. Assess the actual reuse, disclosures and rights with the appropriate reviewer.
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