Fluent Support Database Schema

Fluent Support use custom database tables with options tables to store all the data. Here are the list of database tables, and it's schema to understand overall database design and related data attributes of each model.

Schema Design

Database Tables

fs_tickets

This table stores the ticket data

Column	Type	Comment
id	bigint(20) UNSIGNED Auto Increment
customer_id	bigint(20) UNSIGNED NULL
agent_id	bigint(20) UNSIGNED NULL
mailbox_id	bigint(20) UNSIGNED NULL
product_id	bigint(20) UNSIGNED NULL
product_source	varchar(192) NULL
privacy	varchar(100) [private]
priority	varchar(100) [normal]
client_priority	varchar(100) [normal]
status	varchar(100) [new]
title	varchar(192) NULL
slug	varchar(192) NULL
hash	varchar(192) NULL
content_hash	varchar(192) NULL
message_id	varchar(192) NULL
source	varchar(192) NULL
content	longtext NULL
secret_content	longtext NULL
last_agent_response	timestamp NULL
last_customer_response	timestamp NULL
waiting_since	timestamp NULL
response_count	int(11) [0]
first_response_time	int(11) NULL
total_close_time	int(11) NULL
resolved_at	timestamp NULL
closed_by	bigint(20) UNSIGNED NULL
created_by	bigint(20) UNSIGNED NULL
serial_number	bigint(20) UNSIGNED NULL, UNIQUE
ticket_number	varchar(192) NULL	Public ticket number, e.g. formatted with the fluent_support/ticket_prefix filter and serial_number
created_at	timestamp NULL
updated_at	timestamp NULL

fs_tag_pivot

This table stores polymorphic tag relations: which tag is attached to which record. source_type/source_id identify the tagged record (e.g. a ticket), and tag_id points at a row in fs_taggables.

Column	Type	Comment
id	bigint(20) UNSIGNED Auto Increment
tag_id	bigint(20) UNSIGNED
source_id	bigint(20) UNSIGNED
source_type	varchar(192)
created_at	timestamp NULL
updated_at	timestamp NULL

fs_taggables

This is a shared, polymorphic table for tag-like records — the tag_type column discriminates between the Tag, AgentGroup, and TicketTag models, which all use this table rather than having their own.

Column	Type	Comment
id	bigint(20) UNSIGNED Auto Increment
tag_type	varchar(192) NULL
title	varchar(192)
slug	varchar(192)
description	longtext NULL
settings	text NULL
created_by	bigint(20) UNSIGNED NULL
created_at	timestamp NULL
updated_at	timestamp NULL

fs_products

This table stores the product data

Column	Type	Comment
id	bigint(20) UNSIGNED Auto Increment
source_uid	bigint(20) UNSIGNED NULL
mailbox_id	bigint(20) UNSIGNED NULL
title	varchar(192) NULL
description	text NULL
settings	longtext NULL
source	varchar(100) [local]
created_by	bigint(20) UNSIGNED NULL
created_at	timestamp NULL
updated_at	timestamp NULL

fs_persons

This is a shared table for people records — both the Agent and Customer models use this table, distinguished by the person_type column, rather than having separate tables.

Column	Type	Comment
id	bigint(20) UNSIGNED Auto Increment
first_name	varchar(192) NULL
last_name	varchar(192) NULL
email	varchar(192) NULL
title	varchar(192) NULL
avatar	varchar(192) NULL
person_type	varchar(192) [customer]
status	varchar(192) [active]
ip_address	varchar(20) NULL
last_ip_address	varchar(20) NULL
address_line_1	varchar(192) NULL
address_line_2	varchar(192) NULL
city	varchar(192) NULL
zip	varchar(192) NULL
state	varchar(192) NULL
country	varchar(192) NULL
note	longtext NULL
hash	varchar(192) NULL
user_id	bigint(20) UNSIGNED NULL
description	mediumtext NULL
remote_uid	bigint(20) UNSIGNED NULL
last_response_at	timestamp NULL
created_at	timestamp NULL
updated_at	timestamp NULL

fs_meta

This table stores the meta data

Column	Type	Comment
id	bigint(20) UNSIGNED Auto Increment
object_type	varchar(192) NULL
object_id	bigint(20) NULL
key	varchar(192) NULL
value	longtext NULL
created_at	timestamp NULL
updated_at	timestamp NULL

fs_mail_boxes

This table stores the mailbox data

Column	Type	Comment
id	bigint(20) UNSIGNED Auto Increment
name	varchar(192)
slug	varchar(192)
box_type	varchar(50) [web]
email	varchar(192)
mapped_email	varchar(192) NULL
email_footer	longtext NULL
settings	longtext NULL
avatar	varchar(192) NULL
created_by	bigint(20) UNSIGNED NULL
is_default	ENUM('yes', 'no') [no]
created_at	timestamp NULL
updated_at	timestamp NULL

fs_data_metrix

This table stores the data metrix

Column	Type	Comment
id	bigint(20) UNSIGNED Auto Increment
stat_date	DATE
data_type	varchar(100) [agent_stat]
agent_id	bigint(20) UNSIGNED NULL
replies	int(11) UNSIGNED NULL [0]
active_tickets	int(11) UNSIGNED NULL [0]
resolved_tickets	int(11) UNSIGNED NULL [0]
new_tickets	int(11) UNSIGNED NULL [0]
unassigned_tickets	int(11) UNSIGNED NULL [0]
close_to_average	int(11) UNSIGNED NULL [0]
created_at	timestamp NULL
updated_at	timestamp NULL

fs_conversations

This table stores the conversation data

Column	Type	Comment
id	bigint(20) UNSIGNED Auto Increment
serial	int(11) UNSIGNED [1]
ticket_id	bigint(20) UNSIGNED
person_id	bigint(20) UNSIGNED
conversation_type	varchar(100) [response]
content	longtext NULL
source	varchar(100) [web]
content_hash	varchar(192) NULL
message_id	varchar(192) NULL
is_important	ENUM('yes', 'no') [no]
created_at	timestamp NULL
updated_at	timestamp NULL

fs_attachments

This table stores the attachment data

Column	Type	Comment
id	bigint(20) UNSIGNED Auto Increment
ticket_id	bigint(20) UNSIGNED NULL
person_id	bigint(20) UNSIGNED NULL
conversation_id	bigint(20) UNSIGNED NULL
file_type	varchar(100) NULL
file_path	text NULL
full_url	text NULL
settings	text NULL
title	varchar(192) NULL
file_hash	varchar(192) NULL
driver	varchar(100) [local]
status	varchar(100) NULL [active]
file_size	varchar(100) NULL
created_at	timestamp NULL
updated_at	timestamp NULL

fs_notifications

This table stores internal notification records created by the Internal Notifications module (added in 2.2.0).

Column	Type	Comment
id	bigint(20) UNSIGNED Auto Increment
actor_id	bigint(20) UNSIGNED NULL	ID of the person who triggered the event (from fs_persons). NULL for system-generated notifications.
ticket_id	bigint(20) UNSIGNED NULL	The related ticket ID
conversation_id	bigint(20) UNSIGNED NULL	The related conversation/response ID, if applicable
event_type	varchar(192) NOT NULL	Notification event type slug (e.g. ticket_assigned, customer_replied)
category	varchar(100) NOT NULL	Notification category: mentions, ticket_activity, or automation_triggers
payload	longtext NULL	JSON-encoded contextual data for rendering the notification message
created_at	timestamp NULL
updated_at	timestamp NULL

fs_notification_users

This table tracks per-recipient read state for each internal notification (added in 2.2.0).

Column	Type	Comment
id	bigint(20) UNSIGNED Auto Increment
notification_id	bigint(20) UNSIGNED NOT NULL	Foreign key to fs_notifications.id
user_id	bigint(20) UNSIGNED NOT NULL	Recipient agent person ID (from fs_persons)
channel	varchar(100) [web]	Delivery channel. Currently only web is used.
is_read	tinyint(1) [0]	Whether the recipient has read this notification
read_at	timestamp NULL	When the notification was marked as read
created_at	timestamp NULL
updated_at	timestamp NULL

fs_activities

This table stores the activities data

Column	Type	Comment
id	bigint(20) UNSIGNED Auto Increment
person_id	bigint(20) NULL
person_type	varchar(192) NULL
event_type	varchar(192) NULL
object_id	bigint(20) NULL
object_type	varchar(192) NULL
description	mediumtext NULL
created_at	timestamp NULL
updated_at	timestamp NULL

fs_ai_activity_logs

This table stores AI usage logs — one row per AI request made from a ticket (e.g. generating a reply, summarizing a conversation) — used for auditing and token-usage tracking.

Column	Type	Comment
id	bigint(20) UNSIGNED Auto Increment
agent_id	bigint(20) NULL
ticket_id	bigint(20) NULL
model_name	varchar(50) NULL
tokens	mediumtext NULL
prompt	longtext NULL
created_at	timestamp NULL
updated_at	timestamp NULL

fs_saved_replies

This table stores saved/canned replies agents can reuse when responding to tickets. The SavedReply model lives in Core, but this table is only created when Pro (which ships the Saved Replies feature) is active.

Column	Type	Comment
id	bigint(20) UNSIGNED Auto Increment
created_by	bigint(20) UNSIGNED NULL
mailbox_id	bigint(20) UNSIGNED NULL
product_id	bigint(20) UNSIGNED NULL
title	varchar(192) NULL
content	longtext NULL
created_at	timestamp NULL
updated_at	timestamp NULL

fs_ticket_audits

This table stores one AI-generated mood/sentiment audit per ticket (mood, score, summary), refreshed on a schedule via the AI Audit reporting module.

Column	Type	Comment
id	bigint(20) UNSIGNED Auto Increment
ticket_id	bigint(20) UNSIGNED, UNIQUE
mood	varchar(20) NULL	One of Happy, Neutral, Frustrated, Very Unhappy
score	decimal(3,1) NULL	0.0 (most negative) to 10.0 (most positive)
summary	text NULL
status	varchar(20) [failed]
error	text NULL
audited_at	datetime NULL
created_at	timestamp NULL
updated_at	timestamp NULL

fs_report_snapshots

This table stores periodic (default every 6 hours) point-in-time snapshots of report data, keyed by report_type, so historical report trends can be shown without re-computing them from raw ticket data.

Column	Type	Comment
id	bigint(20) UNSIGNED Auto Increment
snapshot_time	datetime
report_type	varchar(50)
period	varchar(20) [6h]
data	longtext	JSON-encoded report payload for this snapshot
created_at	timestamp NULL
updated_at	timestamp NULL

fs_time_tracks

This table stores agent time-tracking entries against tickets (start/stop timers or manual entries), used for billing and reporting.

Column	Type	Comment
id	int(10) UNSIGNED Auto Increment
agent_id	bigint(20) UNSIGNED
customer_id	bigint(20) UNSIGNED
ticket_id	bigint(20) UNSIGNED
mailbox_id	bigint(20) UNSIGNED
started_at	timestamp NULL
completed_at	timestamp NULL
message	text NULL
status	varchar(50) [committed]
working_minutes	int(10) UNSIGNED [0]
billable_minutes	int(10) UNSIGNED [0]
is_manual	tinyint(1) [0]	Whether this entry was manually logged rather than timed
created_at	timestamp NULL
updated_at	timestamp NULL

fs_workflows

This table stores workflow automation definitions — a trigger plus settings — that run one or more fs_workflow_actions when matched.

Column	Type	Comment
id	bigint(20) UNSIGNED Auto Increment
created_by	bigint(20) NULL
priority	int(10) [10]
title	varchar(192) NULL
trigger_key	varchar(192) NULL
trigger_type	varchar(50) [manual]
settings	longtext NULL
status	varchar(50) [draft]
last_ran_at	timestamp NULL
created_at	timestamp NULL
updated_at	timestamp NULL

fs_workflow_actions

This table stores the individual actions belonging to a workflow (fs_workflows), run in sequence when the parent workflow is triggered.

Column	Type	Comment
id	bigint(20) UNSIGNED Auto Increment
title	varchar(192) NULL
action_name	varchar(192) NULL
workflow_id	bigint(20) NULL	References fs_workflows.id
settings	longtext NULL
created_at	timestamp NULL
updated_at	timestamp NULL