tasksource/it-support-tickets

Classification of IT Support Tickets

This dataset contains real support tickets collected from an IT support company in the Florianópolis region of Brazil. It contains 2,229 ticket texts, manually classified into seven categories by three IT support professionals. The source authors' train/test split is preserved exactly; Tasksource joins each text and label by the original ID without reshuffling or editing text.

The tickets are mainly in English, German, Portuguese, and Spanish, with other languages also present. Personally identifiable and sensitive information was removed by the authors using AWS Comprehend PII Removal, custom regular expressions, and manual review. Placeholder tags such as [NAME], [TICKET ID], and [LOCATION] indicate masked content.

Schema

• text: original ticket text (string)
• label: one of the seven source categories (ClassLabel)

The source IDs are used to validate and join the paired X/y files, then omitted from this two-column release. Only accidental CSV index columns are removed.

Source and license

• Original title: Classification of IT Support Tickets
• Author: Leonardo Santiago Benitez Pereira, Federal Institute of Santa Catarina
• DOI: 10.5281/zenodo.7648117
• License: CC BY 4.0

Citation

@dataset{benitez_pereira_2022_it_support_tickets,
  author       = {Leonardo Santiago Benitez Pereira},
  title        = {Classification of IT Support Tickets},
  year         = {2022},
  publisher    = {Zenodo},
  doi          = {10.5281/zenodo.7648117},
  url          = {https://doi.org/10.5281/zenodo.7648117}
}