| --- |
| license: cc-by-4.0 |
| language: |
| - en |
| - de |
| - pt |
| - es |
| task_categories: |
| - text-classification |
| size_categories: |
| - 1K<n<10K |
| pretty_name: Classification of 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](https://doi.org/10.5281/zenodo.7648117) |
| - License: [CC BY 4.0](https://creativecommons.org/licenses/by/4.0/) |
|
|
| ## Citation |
|
|
| ```bibtex |
| @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} |
| } |
| ``` |
|
|
