Schema for ticket comments with internal notes support.

Supports nested comment threads (like PostComment) with self-referencing parent/child relationships. The is_internal flag distinguishes between public comments (visible to customer) and internal notes (staff only).

Comment Types

• Public comments (is_internal: false) - Visible to customer and staff
• Internal notes (is_internal: true) - Visible only to support staff

Fields

• ticket_id - Reference to the ticket
• user_id - Reference to the commenter
• parent_id - Reference to parent comment (nil for top-level)
• content - Comment text
• is_internal - True for internal notes, false for public comments
• depth - Nesting level (0=top, 1=reply, 2=reply-to-reply, etc.)

Examples

# Public comment from support
%TicketComment{
  ticket_id: "018e3c4a-9f6b-7890-abcd-ef1234567890",
  user_id: 5,
  parent_id: nil,
  content: "Thank you for contacting us. We're looking into this.",
  is_internal: false,
  depth: 0
}

# Internal note (hidden from customer)
%TicketComment{
  ticket_id: "018e3c4a-9f6b-7890-abcd-ef1234567890",
  user_id: 5,
  parent_id: nil,
  content: "Customer seems frustrated. Need to escalate to senior support.",
  is_internal: true,
  depth: 0
}

# Customer reply
%TicketComment{
  ticket_id: "018e3c4a-9f6b-7890-abcd-ef1234567890",
  user_id: 42,
  parent_id: "018e3c4a-1234-5678-abcd-ef1234567890",
  content: "Thanks, I've tried that but it still doesn't work.",
  is_internal: false,
  depth: 1
}