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Roy229/ticket-triage-swbza19i

Support Ticket Triage Dataset This dataset contains a set of customer support tickets that must be triaged according to a prioritization policy. Purpose An analyst must read the prioritization policy and apply it to every open ticket, deciding whether each ticket should be escalated or resolved based on the rules in the policy. The final decision for each ticket is then recorded in a structured report. Layout policy/prioritization_policy.json - the… See the full description on the dataset page: https://huggingface.co/datasets/Roy229/ticket-triage-swbza19i.

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Support Ticket Triage Dataset

This dataset contains a set of customer support tickets that must be triaged according to a prioritization policy.

Purpose

An analyst must read the prioritization policy and apply it to every open ticket, deciding whether each ticket should be escalated or resolved based on the rules in the policy. The final decision for each ticket is then recorded in a structured report.

Layout

  • —policy/prioritization_policy.json - the business rules for escalation.
  • —data/tickets.json - the list of tickets to process.

Tickets

The data/tickets.json file is a JSON array. Each ticket object contains:

FieldTypeDescription
ticket_idstringUnique identifier for the ticket (e.g. TCK-1001).
typestringCategory of the ticket (e.g. billing, technical).
prioritystringPriority level (high, medium, low).
amountnumberFinancial amount associated with the ticket (USD).
days_opennumberHow many days the ticket has been open.
statusstringCurrent status (all tickets are open).
customer_namestringName of the customer who submitted the ticket.
descriptionstringShort description of the issue.

There are 10 tickets in this dataset.