Government Service Desk Workflow Logs

This dataset provides comprehensive, event-level workflow logs from government remote service desk operations, including ticket lifecycle, agent actions, issue categories, response and resolution times, and customer satisfaction ratings. It enables detailed analysis of workflow efficiency, service issues, and resource allocation, supporting process optimization and strategic staffing decisions for public service agencies.

  • last updated 26 Oct 2025
  • by GoMask
The brief that made it

Workflow efficiency and bottleneck analysis for government service desks

Sample rows

preview · 8 of 120 rows · all 25 columns
log_idstringissue_categorystringresponse_time_minutesfloatfollow_up_requiredbooleanagent_idstringticket_idstringevent_timestampdatetimeevent_typestringagent_namestringdepartmentstringprioritystringstatusstringresolution_time_minutesfloatescalatedbooleancustomer_idstringcustomer_namestringcustomer_emailstringcustomer_phonestringcustomer_citystringcustomer_statestringcustomer_postal_codestringcustomer_countrystringsatisfaction_ratingintegerissue_descriptionstringresolution_notesstring
A9X2-3KLPIT_support0falseblankTCKT-10012024-06-03T09:12:41Zticket_createdblankIT SupportmediumopenblankfalseCUST-2101John Petersonjohn.peterson@usmail.gov555-3281DenverCO80202USAblankUnable to access government email system after password reset.blank
B7WR8Q5ZIT_support15.2falseAGT-100TCKT-10012024-06-03T09:27:15ZassignedMegan RileyIT Supportmediumin_progressblankfalseCUST-2101John Petersonjohn.peterson@usmail.gov555-3281DenverCO80202USAblankUnable to access government email system after password reset.blank
KJ2F-91QXIT_support14.9falseAGT-100TCKT-10012024-06-03T09:42:03ZrespondedMegan RileyIT Supportmediumin_progressblankfalseCUST-2101John Petersonjohn.peterson@usmail.gov555-3281DenverCO80202USAblankUnable to access government email system after password reset.blank
N3F8LZQ2IT_support62.5falseAGT-100TCKT-10012024-06-03T10:44:34ZresolvedMegan RileyIT Supportmediumresolved92falseCUST-2101John Petersonjohn.peterson@usmail.gov555-3281DenverCO80202USA5Unable to access government email system after password reset.Password reset completed and system access restored.
Q3H7-XY8Vgeneral_inquiry0falseblankTCKT-10022024-06-04T14:03:11Zticket_createdblankCustomer ServicehighopenblankfalseCUST-3202Elena Ivanovaelena.ivanova@europa.eu+49-1623147584BerlinBerlin10115GermanyblankQuestion about eligibility for housing assistance program.blank
JX82-4PQLgeneral_inquiry6.9falseAGT-205TCKT-10022024-06-04T14:10:05ZassignedIsabelle MartinCustomer Servicehighin_progressblankfalseCUST-3202Elena Ivanovaelena.ivanova@europa.eu+49-1623147584BerlinBerlin10115GermanyblankQuestion about eligibility for housing assistance program.blank
U5Q9-2KJBgeneral_inquiry184.4falseAGT-205TCKT-10022024-06-04T17:14:29ZrespondedIsabelle MartinCustomer Servicehighin_progressblankfalseCUST-3202Elena Ivanovaelena.ivanova@europa.eu+49-1623147584BerlinBerlin10115GermanyblankQuestion about eligibility for housing assistance program.blank
ZP5K-8GQ2general_inquiry1038.4falseAGT-205TCKT-10022024-06-05T10:22:51ZresolvedIsabelle MartinCustomer Servicehighresolved1240falseCUST-3202Elena Ivanovaelena.ivanova@europa.eu+49-1623147584BerlinBerlin10115Germany4Question about eligibility for housing assistance program.Provided eligibility information and referral to local office.

What the 120 rows show

from the 120-row sample

Account_access (issue category) stands out: 14 of its 24 rows have follow_up_required = true, against 4 of 96 for the rest.

  • 15%follow_up_required = true
  • 7.3median response_time_minutes
  • 4priorities
  • 5statuses
  • 6event types
  • 6departments
Follow up required rate by issue_categoryfollow_up_required = true
0%50%100%10%general_…4 of 390%IT_suppo…0 of 310%applicat…0 of 2658%account_…14 of 24
response_time_minutes120 rows, in bands of 200
06012011500021010101,0002,000response_time_minutes →

Median 7.3, from 0.0 to 1,929.

agent_id82 rows with a value · 38 left blank
  1. AGT-1003
  2. AGT-2053
  3. AGT-1013
  4. AGT-2063
  5. AGT-10023
  6. AGT-10123
  7. AGT-10073
  8. AGT-10483
  9. AGT-10053
  10. AGT-10093
25 columns by typefrom the column list below
  • string 19
  • integer 1
  • float 2
  • datetime 1
  • boolean 2

Columns

25 columns in four groups
blueprint · 25 columns
columntypedescriptionexample
Text 19 columns
log_idstringUnique identifier for each workflow log eventuniqueA9X2-3KLP
ticket_idstringUnique identifier for the service desk ticket associated with the eventTCKT-1001
event_typestringType of event in the workflow (e.g., ticket_created, assigned, responded, resolved, escalated)8 valuesticket_created
agent_idstringUnique identifier for the service desk agent handling the eventoptionalAGT-100
agent_namestringFull name of the service desk agentoptionalMegan Riley
departmentstringDepartment or division responsible for handling the ticket6 departments · optionalIT Support
prioritystringPriority level of the ticket at the time of the eventlow · medium · high · critical · optionalmedium
statusstringCurrent status of the ticket after the event (e.g., open, in_progress, resolved, closed, escalated)6 valuesopen
issue_categorystringCategory of the issue reported (e.g., IT_support, account_access, application_error, general_inquiry)4 categories · optionalIT_support
issue_descriptionstringDetailed description of the issue or requestoptionalUnable to access governme…
customer_idstringUnique identifier for the citizen or public service user who raised the ticketoptionalCUST-2101
customer_namestringFull name of the citizen or public service useroptionalJohn Peterson
customer_emailstringEmail address of the citizen or public service useroptionaljohn.peterson@usmail.gov
customer_phonestringPhone number of the citizen or public service useroptional555-3281
customer_citystringCity of the citizen or public service useroptionalDenver
customer_statestringState or province of the citizen or public service useroptionalCO
customer_postal_codestringPostal code of the citizen or public service useroptional80202
customer_countrystringCountry of the citizen or public service useroptionalUSA
resolution_notesstringNotes or comments added by the agent upon resolving or closing the ticketoptionalPassword reset completed …
Numbers 3 columns
response_time_minutesfloatTime taken (in minutes) for the agent to respond to the ticket after the previous event0 or more · optional0
resolution_time_minutesfloatTime taken (in minutes) to resolve the ticket from creation to resolution0 or more · optional92
satisfaction_ratingintegerCustomer satisfaction rating for the ticket (1-5 scale)1 to 5 · optional5
Dates and times 1 column
event_timestampdatetimeDate and time when the workflow event occurred2024-06-03T09:12:41Z
True or false 2 columns
escalatedbooleanIndicates if the ticket was escalated during this eventoptionalfalse
follow_up_requiredbooleanIndicates if a follow-up action is required for the ticketoptionalfalse

Use it for

  • follow up requ…15%18 of 120 rowsmean response time mi…157.0gene…19.5IT_s…81.6appl…9.8acco…

    A government dashboard

    The follow_up_required rate, response_time_minutes by issue_category and a breakdown of agent_id. Excel, Power BI or Tableau.

  • Why do 18 of 120 rows have follow_up_required = true?

    A root-cause class exercise

    Hand out the rows and one question. The answer is in the data, not in the brief.

  • A software demo

    Believable logs with ticket_id, event_timestamp and event_type to fill a screen in front of a buyer.

Not quite right?

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This dataset120 rows25 columns
Yours1,000 rows25 columnscustomer_city: UK only

blueprint · government-service-desk-workflow-logs

Behind this dataset

Same schema. As many rows as you need.

These 120 rows came out of a blueprint — 25 columns with generation rules behind each one. Open it in Data Factory to retune a column, add your own, wire in foreign keys, and run it at the size you actually need.

Rules it was built with
  • Each log entry includes timestamp, service type, agent ID, and response time.
  • Service types rotate between citizen inquiry, permit processing, and technical support.
  • Workflow status must progress through initiation, processing, resolution, and closure.
  • Urgency levels (normal, high, critical) affect assigned agent and response time.
  • Escalation events trigger supervisor involvement and additional workflow steps.
Rows
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Exports
CSV, JSON, JSONL, Parquet, SQL, Excel, TSV, XML
Licence
yours to use, including commercially
API slug
government-service-desk-workflow-logs

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