Database management methods, systems, and devices for identifying related customer support tickets

A network device comprising:

• a network interface configured to communicate with a user device through a data network;
• a customer support ticket relationship processor;
• and
• a memory coupled to the customer support ticket relationship processor and storing computer readable program code that is executable by the customer support ticket relationship processor to perform operations comprising:
• receiving, from a user device that is associated with a user through a network interface circuit of the network device, information associated with a first customer support ticket;
• determining, based on information in a database management system comprising a database stored in a memory comprising a non-volatile data storage device and based on the information associated with the first customer support ticket, a direct relationship between the first customer support ticket and a second customer support ticket in the database;
• generating a graph based on the information in the database, the graph comprising a first node representing the first customer support ticket, a second node representing the second customer support ticket, and a third node representing a third customer support ticket;
• performing edge prediction on the graph to derive relationships among the first node, the second node, and the third node in the graph;
• deriving a predictive relationship between the first customer support ticket and the third customer support ticket, responsive to the edge prediction;
• generating a relationship data set associated with the first customer support ticket based on the direct relationship between the first customer support ticket and the second customer support ticket and based on the predictive relationship between the first customer support ticket and the third customer support ticket;
• and
• communicating the relationship data set associated with the first customer support ticket to the user device through the network interface circuit of the network device.

A computer program product, comprising:

• a non-transitory computer readable storage medium comprising computer readable program code embodied in the medium that when executed by a customer support ticket relationship processor of a first network device causes the processor to perform operations comprising:
• receiving, from a user device that is associated with a user through a network interface circuit of the network device, information associated with a first customer support ticket;
• determining, based on information in a database management system comprising a database stored in a memory comprising a non-volatile data storage device and based on the information associated with the first customer support ticket, a direct relationship between the first customer support ticket and a second customer support ticket in the database;
• generating a graph based on the information in the database, the graph comprising a first node representing the first customer support ticket, a second node representing the second customer support ticket, and a third node representing a third customer support ticket;
• performing edge prediction on the graph to derive relationships among the first node, the second node, and the third node in the graph;
• deriving a predictive relationship between the first customer support ticket and the third customer support ticket, responsive to the edge prediction;
• generating a relationship data set associated with the first customer support ticket based on the direct relationship between the first customer support ticket and the second customer support ticket and based on the predictive relationship between the first customer support ticket and the third customer support ticket;
• and
• communicating the relationship data set associated with the first customer support ticket to the user device through the network interface circuit of the network device.