Service Desk

SaaS support tickets through triage and a capacity-capped agent pool to resolution.

Async Tick FSM

Try it live→ Download Database

SC-020 / SCHEMATICCustomer Support / Ticketing

Clock tick

Update Asynchronous

Lifecycle 6 states + pending/reopen

Agent cap 5 open tickets

Regions NA / EMEA / APAC

Plans Basic / Pro / Enterprise

OVERVIEW

A SaaS support desk from filing to close. Accounts provision users who file tickets about the vendor's products; each ticket goes New → Triage → Assigned → In Progress → Resolved → Closed, with a Pending-Customer side loop and a Resolved → In Progress reopen. An agent is assigned by region as a first-match message the agent defers when at its open-ticket cap, so a triage backlog forms while the agent holds the slot from acceptance until the ticket finally closes.

A faithful model of support capacity. Agents are deliberately thin against the seeded account base, so a triage backlog forms under load while resolutions, reopens, and per-product resolution mix accumulate per agent. Built to study backlog and flow, where tickets wait, agent productivity and rework rate, and SLA exposure by product and priority.

TRAITS

Async

Independent, event-driven timelines

Tick

Discrete fixed-step time

FSM

Entities are finite-state machines

SCHEMA

Linked tables with guaranteed referential integrity.

TABLECOLUMNSDESCRIPTION

ticket ID, region, plan, priority, channel, product, sla_hours, reopen_count, user_id, account_id, agent_id, current_state One row per ticket: inherited region/plan, sampled priority/channel, the product and its SLA, reopen count, and references to the user, account, and assigned agent.

supportagent ID, region, open_tickets, tickets_accepted, tickets_resolved, reopens, resolved_by_product[*], current_state One row per agent: region, current open-ticket load (capped), accepted/resolved/reopen tallies, and the per-product resolution family.

account ID, region, plan, users_created, tickets_filed, tickets_resolved, current_state One row per customer company: firmographics and the running tally of provisioned users and filed/resolved tickets.

user ID, region, plan, tickets_opened, account_id, current_state One row per user: inherited region/plan, tickets opened, and a reference to its account.

LIVE API

Generated REST endpoints. Also exposed as MCP tools.

POST /scenarios/service-desk/experiments Seed a new support desk

POST /scenarios/service-desk/experiments/{eid}/run Advance N turns, or request an event

GET /scenarios/service-desk/experiments/{eid}/entities/ticket Query tickets by state, region or product

GET /scenarios/service-desk/experiments/{eid}/events Append-only event log

GET /scenarios/service-desk/experiments/{eid}/dataset Download the exported dataset

SEMANTIC LAYER

OSI-compatible definition, emitted with the dataset.

# service-desk.osi.yaml — emitted automatically
semantic_model:
  name: "service-desk"
  source: "duckdb://service-desk.db"
  entities:
    - name: ticket
      primary_key: id
  dimensions:
    - name: state
      type: categorical
    - name: t
      type: time
  measures:
    - name: row_count
      agg: count
    - name: active
      agg: sum
      filter: "state = 'ACTIVE'"