Product Issue Escalation Logs

This dataset provides comprehensive logs of customer-reported product issues, including escalation history, resolution details, and customer feedback. It enables support teams to monitor issue lifecycles, analyze escalation patterns, and improve product and service quality through actionable insights.

  • last updated 12 Jul 2025
  • by GoMask
The brief that made it

Monitor and analyze support team performance and escalation trends

Sample rows

preview · 8 of 50 rows · all 22 columns
issue_idstringcustomer_impactstringescalation_levelintegerassigned_agent_idstringcustomer_idstringcustomer_namestringcustomer_emailstringproduct_idstringproduct_namestringissue_typestringreported_datetimedatetimeprioritystringstatusstringassigned_teamstringescalated_datetimedatetimeresolution_summarystringresolved_datetimedatetimeclosed_datetimedatetimeroot_causestringfeedback_ratingintegerfeedback_commentsstringissue_descriptionstring
ISSUE-0001moderate1AGT-015CUST-0001Emma Carteremma.carter42@gmail.comPROD-1001VisionX Monitordefect2023-03-18T09:45:00highresolvedHardware Support2023-03-18T10:15:00Replaced faulty display panel.2023-03-20T14:30:00blankDefective capacitor in power supply.5Very fast and helpful support!Display flickers intermittently after 10 minutes of use.
ISSUE-0002minor0AGT-010CUST-0002Kevin Zhangkevin.zhang@email.comPROD-1002EcoHome Thermostatperformance2023-03-19T11:20:00mediumin_progressSoftware SupportblankblankblankblankblankblankblankDevice response time is very slow after software update.
ISSUE-0003minor0AGT-022CUST-0003Sarah Patelspatel23@outlook.comPROD-1003ActiveX Fitness Bandusability2023-03-20T15:05:00lowclosedUX TeamblankProvided step-by-step guide to the user.2023-03-21T10:15:002023-03-21T11:00:00Unclear in-app instructions.4Instructions helped, but could be easier.Syncing with mobile app is unintuitive and confusing.
ISSUE-0004severe2AGT-018CUST-0004Lucas Johnsonl.johnson@fastmail.comPROD-1001VisionX Monitordefect2023-03-22T13:40:00criticalescalatedHardware Support2023-03-22T15:00:00blankblankblankblankblankblankMonitor does not power on after a week of usage.
ISSUE-0005moderate1AGT-007CUST-0005Olivia Smitholiviasmith@protonmail.comPROD-1004SmartSound Speakercompatibility2023-03-23T08:50:00highresolvedIntegration2023-03-23T09:20:00Patched firmware to restore compatibility.2023-03-25T09:00:00blankAPI changes in Android 12.5Appreciate the quick fix!Speaker not connecting with Android 12 devices.
ISSUE-0006critical0AGT-011CUST-0006Ava Müllerava.muller@example.dePROD-1005HomeGuard Camerasecurity2023-03-24T16:35:00criticalin_progressSecurityblankblankblankblankblankblankblankUnauthorized access detected in security logs.
ISSUE-0007minor0blankCUST-0007Mason Riveramason.rivera@hotmail.comPROD-1002EcoHome Thermostatperformance2023-03-25T14:00:00mediumopenSoftware SupportblankblankblankblankblankblankblankTemperature readings are delayed by several minutes.
ISSUE-0008moderate0AGT-005CUST-0008Sophie Duboissdubois@mail.frPROD-1006FitTrack Scaleusability2023-03-26T10:30:00mediumresolvedMobileblankUpdated pairing instructions and app UI.2023-03-27T16:20:00blankBluetooth permissions issue on iOS.4Resolved but initial setup was frustrating.Difficult to pair scale with Bluetooth on iOS devices.

What the 50 rows show

from the 50-row sample

Minor (customer impact) stands out: mean escalation_level is 0.0, against 0.83 for the rest.

  • 0median escalation_level
  • 4priorities
  • 5statuses
  • 6issue types
  • 7assigned teams
  • 9product names
Mean escalation_level by customer_impact50 rows
0120.0minor15 rows0.39moderate23 rows1.7severe9 rows1.7critical3 rows
escalation_level50 rows, in bands of 0.5
015303001305201.53escalation_level →

Median 0, from 0 to 3.

assigned_agent_id40 rows with a value · 10 left blank
  1. AGT-0174
  2. AGT-0153
  3. AGT-0043
  4. AGT-0213
  5. AGT-0243
  6. AGT-0102
  7. AGT-0222
  8. AGT-0182
  9. AGT-0072
  10. AGT-0052
22 columns by typefrom the column list below
  • string 16
  • integer 2
  • datetime 4

Columns

22 columns in three groups
blueprint · 22 columns
columntypedescriptionexample
Text 16 columns
issue_idstringUnique identifier for each product issue escalation log entryuniqueISSUE-0001
customer_idstringUnique identifier for the customer reporting the issueCUST-0001
customer_namestringFull name of the customer reporting the issueoptionalEmma Carter
customer_emailstringEmail address of the customer reporting the issueoptionalemma.carter42@gmail.com
product_idstringUnique identifier for the affected productPROD-1001
product_namestringName of the affected product9 names · optionalVisionX Monitor
issue_typestringType or category of the reported issue (e.g., defect, usability, performance)6 valuesdefect
issue_descriptionstringDetailed description of the reported issueDisplay flickers intermit…
prioritystringPriority level assigned to the issuelow · medium · high · criticalhigh
statusstringCurrent status of the issue in the escalation process6 valuesresolved
assigned_teamstringName of the team currently responsible for handling the issue7 teams · optionalHardware Support
assigned_agent_idstringUnique identifier for the support agent currently assigned to the issueoptionalAGT-015
resolution_summarystringSummary of how the issue was resolvedoptionalRepaired IR sensor.
customer_impactstringAssessment of the impact on the customer (e.g., minor, moderate, severe, critical)minor · moderate · severe · critical · optionalmoderate
root_causestringIdentified root cause of the issue, if determinedoptionalDefective battery batch.
feedback_commentsstringAdditional comments provided by the customer after resolutionoptionalUpdate fixed the issue.
Numbers 2 columns
escalation_levelintegerCurrent escalation level of the issue (e.g., 0 for not escalated, 1 for first-level escalation, etc.)0 or more1
feedback_ratingintegerCustomer feedback rating after resolution (e.g., 1-5 scale)1 to 5 · optional5
Dates and times 4 columns
reported_datetimedatetimeDate and time when the issue was reported2023-03-18T09:45:00
escalated_datetimedatetimeDate and time when the issue was escalated to the current leveloptional2023-03-18T10:15:00
resolved_datetimedatetimeDate and time when the issue was resolvedoptional2023-03-20T14:30:00
closed_datetimedatetimeDate and time when the issue was closedoptional2023-03-21T11:00:00

Use it for

  • median escalat…050 rowsmean escalation level…0.0minor0.39mode…1.7seve…1.7crit…

    A technology dashboard

    Escalation_level by customer_impact and a breakdown of assigned_agent_id. Excel, Power BI or Tableau.

  • Why do the 15 minor rows have a mean escalation_level of 0.0?

    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 issues with customer_id, customer_name and customer_email to fill a screen in front of a buyer.

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blueprint · product-issue-escalation-logs

Behind this dataset

Same schema. As many rows as you need.

These 50 rows came out of a blueprint — 22 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
  • Issues categorized by severity
  • Customer contact required for high severity
  • Resolution times logged for feedback
  • Unresolved issues over 7 days trigger escalation
Rows
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Exports
CSV, JSON, JSONL, Parquet, SQL, Excel, TSV, XML
Licence
yours to use, including commercially
API slug
product-issue-escalation-logs

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