Featuring Labeled Customer Emails and Support Responses

  🔧 Synthetic IT Ticket Generator — Custom Dataset

Create a dataset tailored to your own queues & priorities (no PII). 👉 Generate custom data

Define your queues, priorities, language

Need an on-prem AI to auto-classify tickets?→ Open Ticket AI There are 2 Versions of the dataset, the new version has more tickets, but only languages english and german. So please look at both files, to find what best fits your needs.… See the full description on the dataset page: https://huggingface.co/datasets/Tobi-Bueck/customer-support-tickets.

Featuring Labeled Customer Emails and Support Responses

Network Diagram Tags

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Discover the new, expanded version of this dataset with 20,000 ticket entries! Perfect for training models to classify and prioritize support tickets.

Definetly check out my other Dataset:
Tickets from Github Issues

It includes priorities, queues, types, tags, and business types. This preview offers a detailed structure with classifications by department, type, priority, language, subject, full email text, and agent answers.

Features / Attributes

Queue

Specifies the department to which the email ticket is categorized. This helps in routing the ticket to the appropriate support team for resolution. - 💻 Technical Support: Technical issues and support requests. - 🈂️ Customer Service: Customer inquiries and service requests. - 💰 Billing and Payments: Billing issues and payment processing. - 🖥️ Product Support: Support for product-related issues. - 🌐 IT Support: Internal IT support and infrastructure issues. - 🔄 Returns and Exchanges: Product returns and exchanges. - 📞 Sales and Pre-Sales: Sales inquiries and pre-sales questions. - 🧑‍💻 Human Resources: Employee inquiries and HR-related issues. - ❌ Service Outages and Maintenance: Service interruptions and maintenance. - 📮 General Inquiry: General inquiries and information requests.

Priority

Indicates the urgency and importance of the issue. Helps in managing the workflow by prioritizing tickets that need immediate attention. - 🟢 1 (Low): Non-urgent issues that do not require immediate attention. Examples: general inquiries, minor inconveniences, routine updates, and feature requests. - 🟠 2 (Medium): Moderately urgent issues that need timely resolution but are not critical. Examples: performance issues, intermittent errors, and detailed user questions. - 🔴 3 (Critical): Urgent issues that require immediate attention and quick resolution. Examples: system ...

Overview This dataset comprises detailed records of customer support tickets, providing valuable insights into various aspects of customer service operations. It is designed to aid in the analysis and modeling of customer support processes, offering a wealth of information for data scientists, machine learning practitioners, and business analysts.

Dataset Description The dataset includes the following features:

Ticket ID: Unique identifier for each support ticket. Customer Name: Name of the customer who submitted the ticket. Customer Email: Email address of the customer. Customer Age: Age of the customer. Customer Gender: Gender of the customer. Product Purchased: Product for which the customer has requested support. Date of Purchase: Date when the product was purchased. Ticket Type: Type of support ticket (e.g., Technical Issue, Billing Inquiry). Ticket Subject: Brief subject or title of the ticket. Ticket Description: Detailed description of the issue or inquiry. Ticket Status: Current status of the ticket (e.g., Open, Closed, Pending). Resolution: Description of how the ticket was resolved. Ticket Priority: Priority level of the ticket (e.g., High, Medium, Low). Ticket Channel: The Channel through which the ticket was submitted (e.g., Email, Phone, Web). First Response Time: Time taken for the first response to the ticket. Time to Resolution: Total time taken to resolve the ticket. Customer Satisfaction Rating: Customer satisfaction rating for the support received. Usage This dataset can be utilized for various analytical and modeling purposes, including but not limited to:

Customer Support Analysis: Understand trends and patterns in customer support requests, and analyze ticket volumes, response times, and resolution effectiveness. NLP for Ticket Categorization: Develop natural language processing models to automatically classify tickets based on their content. Customer Satisfaction Prediction: Build predictive models to estimate customer satisfaction based on ticket attributes. Ticket Resolution Time Prediction: Predict the time required to resolve tickets based on historical data. Customer Segmentation: Segment customers based on their support interactions and demographics. Recommender Systems: Develop systems to recommend products or solutions based on past support tickets. Potential Applications: Enhancing customer support workflows by identifying bottlenecks and areas for improvement. Automating the ticket triaging process to ensure timely responses. Improving customer satisfaction through predictive analytics. Personalizing customer support based on segmentation and past interactions. File information: The dataset is provided in CSV format and contains 8470 records and [number of columns] features.

This dataset provides comprehensive logs of customer support tickets, including detailed issue descriptions, resolution times, outcomes, agent involvement, and customer satisfaction ratings. It enables analysis of support process efficiency, identification of bottlenecks, and development of NLP models for automated ticket classification and resolution prediction.

Bitext - Customer Service Tagged Training Dataset for LLM-based Virtual Assistants

  Overview

This hybrid synthetic dataset is designed to be used to fine-tune Large Language Models such as GPT, Mistral and OpenELM, and has been generated using our NLP/NLG technology and our automated Data Labeling (DAL) tools. The goal is to demonstrate how Verticalization/Domain Adaptation for the Customer Support sector can be easily achieved using our two-step approach to LLM… See the full description on the dataset page: https://huggingface.co/datasets/bitext/Bitext-customer-support-llm-chatbot-training-dataset.

Collection of 2229 support tickets manually classified into 7 categories, obtained from a IT support company in the Florianópolis (Brazil) region. Each ticket is represented by an unstructured text field, which is typed by the user that opened the call. The classification process was performed in 2020 by three IT support professionals. The corpus contains tickets in many languages, mainly English, German, Portuguese and Spanish.

All Personal Identifiable Information (PII) and sensitive information were removed (substituted by a tag indicating the original content, for instance: the sentence "this text was written by Leonardo" is converted to "this text was written by [NAME]"). The removal was performed in three steps: first, the automated machine learning-based tool AWS Comprehend PII Removal was used; then, a sequence of custom regular expressions was applied; last, the entire corpus was manually verified.

Customer Support Ticket Records

  Dataset Description

Structured complaint and resolution logs from customer support channels

  Dataset Information

Category: Customer and User Behavior Format: CSV, Parquet Rows: 300,000 Columns: 12 Date Generated: 2025-10-05 Location: data/customer_support_ticket_records/

  Schema

Column Type Sample Values

ticket_id String TKT00000001

created_at Datetime 2025-09-13 16:40:00

customer_id String CUST7722393… See the full description on the dataset page: https://huggingface.co/datasets/electricsheepafrica/nigerian-telecom-customer-support-ticket-records.

Support Ticket Routing by Intent Market Outlook

According to our latest research, the global Support Ticket Routing by Intent market size reached USD 1.45 billion in 2024. The market is expected to grow at a robust CAGR of 17.8% from 2025 to 2033, reaching a projected value of USD 6.05 billion by the end of the forecast period. This significant growth is primarily driven by the increasing adoption of artificial intelligence (AI) and machine learning (ML) technologies to automate and optimize customer support processes across various industries. The growing demand for efficient and accurate ticket routing solutions is further fueled by the need to enhance customer satisfaction and reduce operational costs.

One of the primary growth factors propelling the Support Ticket Routing by Intent market is the rapid digital transformation initiatives undertaken by enterprises globally. As organizations strive to deliver seamless customer experiences, the necessity for intelligent support ticket management systems has become more pronounced. The implementation of intent-based routing solutions enables businesses to analyze and understand customer queries more effectively, thus ensuring that tickets are assigned to the most appropriate agents or departments. This not only accelerates response times but also improves first-contact resolution rates, which are critical performance indicators for customer support operations. Additionally, the proliferation of omnichannel communication channels, such as email, chat, social media, and voice, has necessitated the adoption of advanced routing technologies that can handle high ticket volumes with precision and agility.

Another significant driver for the Support Ticket Routing by Intent market is the increasing complexity and variety of support requests being generated in today’s digital ecosystem. With the surge in remote work, e-commerce, and digital services, organizations are encountering a broader spectrum of customer issues that require specialized handling. Intent-based routing leverages natural language processing (NLP) and AI to categorize and prioritize tickets based on context, urgency, and sentiment. This intelligent automation reduces the manual intervention required for ticket triage, minimizes human errors, and ensures that high-priority issues are addressed promptly. As a result, enterprises are able to optimize resource allocation, lower support costs, and enhance overall productivity, further driving the adoption of these solutions.

Additionally, the increasing focus on data-driven decision-making and analytics is shaping the evolution of the Support Ticket Routing by Intent market. Modern ticket routing platforms are equipped with advanced analytics and reporting capabilities, providing organizations with real-time insights into ticket trends, agent performance, and customer satisfaction metrics. These actionable insights empower support managers to identify bottlenecks, optimize workflows, and implement targeted training programs for agents. Furthermore, regulatory compliance and data security requirements, especially in sectors like BFSI and healthcare, are encouraging enterprises to invest in robust intent-based routing solutions that can ensure secure and compliant handling of sensitive customer information.

From a regional perspective, North America currently dominates the Support Ticket Routing by Intent market, accounting for the largest share in 2024, primarily due to the early adoption of AI-driven technologies and the presence of leading technology vendors. However, the Asia Pacific region is anticipated to witness the highest growth rate during the forecast period, driven by rapid digitalization, expanding IT infrastructure, and increasing investments in customer service automation across emerging economies such as China and India. Europe, Latin America, and the Middle East & Africa are also witnessing steady growth, supported by the rising demand for efficient support solutions in BFSI, healthcare, and retail sectors.

Component Analysis

The Support Ticket Routing by Intent market is segmented by component into software and services, each playing a pivotal role in the overall ecosystem. The software segment comprises platforms and solutions that leverage AI, ML, and NLP technologies to automate the routing of support tickets based on intent analysis. These platforms are designed to integrate seamlessly with existing customer relationship management (CRM) and hel

This dataset provides detailed records of telecom customer support tickets, including issue types, resolution timelines, agent actions, and customer satisfaction ratings. It enables process optimization, root cause analysis, and AI/ML chatbot training by offering granular insights into ticket lifecycles and outcomes.

Records from operating a customer call center or service center providing services to the public. Services may address a wide variety of topics such as understanding agency mission-specific functions or how to resolve technical difficulties with external-facing systems or programs. Includes:rn- incoming requests and responsesrn- trouble tickets and tracking logs rn- recordings of call center phone conversations with customers used for quality control and customer service trainingrn- system data, including customer ticket numbers and visit tracking rn- evaluations and feedback about customer servicesrn- information about customer services, such as “Frequently Asked Questions” (FAQs) and user guidesrn- reports generated from customer management datarn- complaints and commendation records; customer feedback and satisfaction surveys, including survey instruments, data, background materials, and reports.

The help desk ticketing software market is experiencing robust growth, driven by the increasing need for efficient customer service and streamlined internal support processes across diverse industries. The market, estimated at $15 billion in 2025, is projected to expand at a Compound Annual Growth Rate (CAGR) of 12% from 2025 to 2033, reaching an estimated $45 billion by 2033. This growth is fueled by several key trends, including the rising adoption of cloud-based solutions, the increasing demand for integrated omnichannel support (email, chat, social media), and the growing focus on improving customer satisfaction metrics through quicker resolution times and personalized experiences. Businesses are increasingly recognizing the value of sophisticated ticketing systems to manage support requests effectively, improve agent productivity, and gain valuable insights into customer issues. The market is segmented by deployment (cloud, on-premise), business size (small, medium, large enterprises), and industry vertical (e.g., IT, healthcare, finance). While the competitive landscape is crowded, with established players like Zendesk and Freshdesk alongside emerging innovative solutions, the market offers substantial opportunities for both incumbents and new entrants. The increasing complexity of IT infrastructure and the need for proactive support are further driving market expansion. Factors such as high initial investment costs for comprehensive systems, the need for specialized technical expertise for implementation and maintenance, and potential integration challenges with existing business systems can act as restraints to market growth. However, the benefits of improved customer satisfaction, increased operational efficiency, and reduced support costs significantly outweigh these challenges. The market is expected to see continued innovation in areas such as AI-powered chatbots, automated ticket routing, and predictive analytics, further enhancing the capabilities of help desk ticketing software and broadening its appeal across various organizations. The ongoing digital transformation across industries will continue to be a significant driver of market growth in the coming years.

Information about Customer Information System (CIS) support tickets. The CIS System Functional Support team (CIS Admin “Help desk”) receive system issues (ex. billing issues, information requests, or system processing questions) affecting internal and external customers via email or phone call and number of tickets resolved same day as reported. Source data and published data updates monthly, however the dataset update job looks every week for the most recent monthly information. For this reason the Max Expected Data Age is 60 days.

This dataset contains events from a ticketing management process of the help desk of an Italian software company. The process consists of 9 activities, and all cases start with the insertion of a new ticket into the ticketing management system. Each case ends when the issue is resolved and the ticket is closed. This log contains 3804 process instances (a.k.a "cases") and 13710 events

disi-unibo-nlp/lam-customer-service-tickets dataset hosted on Hugging Face and contributed by the HF Datasets community

Help Desk Ticketing System Servers Market Outlook

The global help desk ticketing system servers market size was valued at USD 3.67 billion in 2023 and is projected to reach USD 8.45 billion by 2032, growing at a CAGR of 9.8% during the forecast period. This significant growth can be attributed to the increasing need for efficient customer service systems and the rapid adoption of digital transformation strategies across various industries. The demand for help desk ticketing systems is rising as more companies recognize the importance of streamlined customer support for enhancing customer satisfaction and operational efficiency.

One of the major growth factors driving the help desk ticketing system servers market is the increasing complexity of business operations, which necessitates sophisticated customer service solutions. Organizations today handle a myriad of customer queries and issues across multiple channels, requiring an integrated system for effective management and resolution. This growing complexity is pushing businesses to invest in advanced ticketing systems that can handle high volumes of customer interactions efficiently. Additionally, the integration of artificial intelligence (AI) and machine learning (ML) in ticketing systems is enhancing their capability to automate tasks, predict issues, and provide faster resolutions, thus driving market growth.

Another significant growth factor is the rapid digital transformation across various industries. With the proliferation of digital channels and the growing dependence on IT infrastructure, organizations are increasingly implementing help desk ticketing systems to manage IT-related issues more effectively. These systems not only help in resolving IT issues promptly but also play a critical role in ensuring business continuity by minimizing downtime. Furthermore, the rising adoption of cloud-based solutions is making it easier and more cost-effective for organizations to deploy and scale help desk ticketing systems, contributing to market expansion.

The growing importance of customer experience as a key differentiator in competitive markets is also fueling the demand for help desk ticketing systems. Companies are investing heavily in customer service solutions to enhance their customer support capabilities and improve customer satisfaction levels. A robust help desk ticketing system allows companies to track, manage, and resolve customer issues efficiently, providing a seamless and positive customer experience. This focus on customer experience is particularly evident in sectors like BFSI, healthcare, and retail, where timely and efficient customer service is crucial for maintaining customer loyalty and trust.

Service Desk Software plays a pivotal role in enhancing the efficiency of help desk ticketing systems. By providing a centralized platform for managing customer interactions, Service Desk Software allows organizations to streamline their support processes, ensuring that customer queries are addressed promptly and effectively. This software often includes features such as automated ticket routing, knowledge base integration, and real-time reporting, which collectively enhance the ability of support teams to deliver high-quality service. As businesses continue to prioritize customer satisfaction, the adoption of advanced Service Desk Software is becoming increasingly essential, enabling companies to maintain a competitive edge in the market.

From a regional perspective, North America holds the largest share in the help desk ticketing system servers market, primarily due to the high adoption of advanced technology and the presence of major market players in the region. However, the Asia Pacific region is expected to witness the highest growth during the forecast period. The rapid growth of the IT and telecommunications sector, coupled with increasing investments in digital infrastructure and customer service solutions, is driving the market in this region. Additionally, the growing number of small and medium enterprises (SMEs) in countries like India and China is contributing to the rising demand for affordable and efficient help desk ticketing systems.

Component Analysis

The help desk ticketing system servers market can be segmented by component into three main categories: hardware, software, and services. The hardware segment includes servers and networking equipment necessary for the functioning of help desk systems. Although this segment represents a smaller portion of the market

The help desk ticketing system market is experiencing robust growth, driven by the increasing need for efficient customer service management and improved operational efficiency across various industries. The market's expansion is fueled by several key factors, including the rising adoption of cloud-based solutions offering scalability and cost-effectiveness, the growing importance of self-service portals enhancing customer satisfaction, and the integration of AI and machine learning to automate tasks and improve response times. Businesses of all sizes, from small startups to large enterprises, are adopting these systems to streamline their support processes, improve first-contact resolution rates, and ultimately, enhance customer experience. The competitive landscape is dynamic, with established players like Zendesk, Salesforce, and Zoho competing alongside emerging innovative solutions. This competition drives innovation and affordability, further accelerating market adoption. We project a conservative Compound Annual Growth Rate (CAGR) of 15% over the forecast period (2025-2033), reflecting a mature but consistently expanding market. While the market enjoys strong growth potential, some challenges remain. Integration complexities with existing enterprise systems can present obstacles for some organizations. Data security and privacy concerns, particularly for cloud-based solutions, also require careful consideration. The ongoing evolution of customer expectations necessitates continuous improvement in system functionality and user experience. Nevertheless, the overall market trajectory remains positive, indicating significant opportunities for vendors and users alike. The increasing demand for omnichannel support, encompassing various communication channels (email, chat, social media), is a particularly strong driver, pushing vendors to deliver integrated and adaptable solutions. The market segmentation is diverse, catering to various industry needs and business sizes, further indicating a robust and expansive future.

The Help Desk Ticketing System Server market is experiencing robust growth, driven by the increasing need for efficient IT support and streamlined customer service across diverse industries. The market, estimated at $2.5 billion in 2025, is projected to exhibit a Compound Annual Growth Rate (CAGR) of 15% from 2025 to 2033. This expansion is fueled by several key factors, including the rising adoption of cloud-based solutions offering scalability and cost-effectiveness, the increasing demand for improved customer experience through quicker resolution times, and the growing integration of AI and machine learning to automate ticket routing and resolution. Furthermore, the rising adoption of hybrid work models necessitate robust and accessible help desk systems capable of managing diverse user locations and devices. The market's segmentation reflects the varied needs of different organizations; companies offer solutions tailored to specific industries and business sizes, leading to a competitive landscape characterized by both established players and innovative startups. The market's continued growth trajectory is expected to be driven by ongoing technological advancements, increased investment in IT infrastructure, and the persistent need for efficient problem management across global enterprises. Significant regional variations are anticipated, with North America and Europe expected to maintain substantial market share due to high technology adoption rates and the presence of established players. However, rapid technological advancements and expanding digital infrastructure in developing regions are expected to unlock significant growth opportunities in the coming years, fostering a more geographically diversified market in the long term. The increasing sophistication of these systems, incorporating features such as self-service portals, knowledge bases, and advanced analytics, further solidifies their importance in enhancing operational efficiency and boosting customer satisfaction. The competitive landscape involves both large established vendors and smaller niche players, fostering innovation and providing a diverse range of solutions to address the evolving needs of organizations.

The global online help desk market is experiencing robust growth, driven by the increasing adoption of cloud-based solutions and the expanding need for efficient customer service across diverse sectors. The market, estimated at $15 billion in 2025, is projected to achieve a Compound Annual Growth Rate (CAGR) of 12% from 2025 to 2033, reaching an estimated $45 billion by 2033. This expansion is fueled by several key factors. The rise of e-commerce necessitates sophisticated customer support systems, while banks and financial institutions leverage online help desks to enhance security and regulatory compliance. Furthermore, the shift towards remote work models has increased the demand for accessible and reliable customer support solutions. Key trends include the integration of AI-powered chatbots for improved response times and personalized support, the increasing adoption of omnichannel support strategies, and the growing focus on self-service options to reduce support tickets. However, challenges remain, including the need for robust cybersecurity measures to protect sensitive customer data and the ongoing need for skilled personnel to manage and maintain these complex systems. The market is segmented by application (e-commerce, banking, others) and deployment type (on-premises, cloud-based), with the cloud-based segment dominating due to its scalability, cost-effectiveness, and accessibility. Major players like Zendesk, Groove, HappyFox, Freshdesk, Atlassian, and Zoho are actively shaping market dynamics through innovation and strategic acquisitions. The geographical distribution of the market demonstrates strong growth across all regions, but North America and Europe currently hold the largest market shares due to higher technology adoption rates and established business infrastructure. However, the Asia-Pacific region is poised for significant expansion in the coming years, driven by rapid economic growth and increasing internet penetration. The competitive landscape is dynamic, characterized by both established players and emerging startups, leading to continuous innovation and the development of more sophisticated and user-friendly online help desk solutions. The market's future growth will depend heavily on technological advancements, regulatory changes, and the evolving customer expectations for seamless and efficient support. Continued investment in AI and machine learning will be crucial for enhancing the capabilities of online help desk systems and meeting the growing demands for personalized and proactive support.

The Help Desk & Ticketing Software market is experiencing robust growth, driven by the increasing need for efficient customer service and streamlined internal IT support across diverse organizations. The market, estimated at $15 billion in 2025, is projected to expand at a Compound Annual Growth Rate (CAGR) of 12% from 2025 to 2033, reaching approximately $45 billion by 2033. This growth is fueled by several key factors: the rising adoption of cloud-based solutions offering scalability and cost-effectiveness, the increasing demand for omnichannel support to cater to customers across various platforms, and the growing focus on improving customer satisfaction and employee productivity through automated ticketing systems. The shift towards remote work models has also significantly contributed to the market's expansion, as businesses require robust help desk solutions to manage geographically dispersed teams. Large enterprises are leading the adoption, followed by medium-sized and small enterprises, reflecting a trend toward improved support processes across all organizational scales. While the North American market currently holds the largest share, regions like Asia Pacific are demonstrating significant growth potential due to increasing digitalization and expanding IT infrastructure. Despite this positive outlook, certain restraints could impact market growth. These include the high initial investment costs associated with some solutions, the need for specialized technical expertise for implementation and maintenance, and the potential for integration challenges with existing enterprise systems. Furthermore, data security and privacy concerns are critical factors influencing the selection and adoption of help desk software, particularly among larger enterprises managing sensitive customer and internal data. To overcome these challenges, vendors are increasingly focusing on developing user-friendly interfaces, providing robust security features, and offering flexible pricing models to cater to diverse customer needs and budgets. The competitive landscape is fragmented, with established players like Zendesk and Freshdesk alongside emerging niche providers, fostering innovation and driving competition. This dynamic environment ensures continuous improvement in features and functionalities, further enhancing the overall value proposition for businesses seeking to optimize their customer and internal support operations.

The IT ticketing system software market is experiencing robust growth, driven by the increasing adoption of cloud-based solutions and the rising demand for efficient IT service management (ITSM) across diverse industries. The market's expansion is fueled by several key factors, including the need to streamline IT operations, improve customer satisfaction, and reduce operational costs. Businesses are increasingly recognizing the value of centralized ticketing systems for managing and resolving IT incidents, requests, and problems effectively. The shift towards remote work and the growing complexity of IT infrastructures have further accelerated the adoption of sophisticated ticketing systems. While on-premise solutions still hold a segment of the market, the cloud-based segment is dominating due to its scalability, cost-effectiveness, and accessibility. Popular applications within these systems include email, social media, live chat, and telephony integrations, enabling seamless communication and faster resolution times. Key players like HubSpot, Zendesk, and Freshservice are leading the market, continually innovating with features like AI-powered automation and advanced analytics. However, factors like high initial investment costs for comprehensive systems and the need for specialized IT personnel to manage them can act as market restraints. Geographic distribution reveals a strong presence in North America and Europe, with Asia Pacific showing significant growth potential given the expanding IT sector in regions like China and India. Looking forward, the market is poised for continued expansion, fueled by the ongoing digital transformation and the increasing reliance on robust IT support across all sectors. The projected Compound Annual Growth Rate (CAGR) for the market suggests a significant expansion in the coming years. Market segmentation by deployment (cloud-based and on-premise) and application (email, social media, live chat, telephony, web forms) reveals important insights into user preferences and industry trends. The competitive landscape is dynamic, with established players and emerging companies continuously vying for market share through innovation and strategic partnerships. Future growth will depend on factors such as the development of more intelligent automation features, improved integration with other ITSM tools, and the ability to cater to the evolving needs of businesses in a rapidly changing technological landscape. The market research suggests a positive outlook, with considerable opportunities for growth and innovation in the years to come.