Support Tickets

This dataset provides a detailed record of customer support tickets, including issue descriptions, priority levels, agent assignments, status updates, resolution times, and customer feedback. It enables comprehensive analysis of support operations, agent performance, and customer satisfaction, making it valuable for service optimization and reporting.

  • opened 13 times
  • last updated 29 Oct 2025
  • by GoMask
The brief that made it

Operational analysis of support ticket volumes and resolution times

Sample rows

preview · 8 of 200 rows · all 16 columns
ticket_idstringstatusstringresolution_time_hoursfloatassigned_agent_idstringcustomer_idstringcustomer_namestringcustomer_emailstringprioritystringassigned_agent_namestringcreated_atdatetimeupdated_atdatetimeresolved_atdatetimecustomer_feedback_ratingintegercustomer_feedback_commentstringissue_descriptionstringresolution_summarystring
A1032-YTGHResolved1.27AGT101CUST001Alice Johnsonalice.johnson@globex.comHighSamuel Lee2024-05-13T09:17:00Z2024-05-13T10:23:00Z2024-05-13T10:33:00Z5Quick and efficient help, thank you!Unable to access account after password reset request.Reset password manually and verified account access with customer.
B2045-KJUIIn ProgressblankAGT102CUST002Juan Martinezjuan.martinez@correo.esUrgentPriya Singh2024-05-14T13:34:00Z2024-05-14T13:45:00ZblankblankblankPayment failure during subscription renewal.blank
C3167-POLKClosed7.12AGT103CUST003Ravi Patelr.patel@inbox.inMediumEmily Chen2024-05-07T10:52:00Z2024-05-07T18:01:00Z2024-05-07T17:59:00Z4Process was smooth, thanks.Requesting license upgrade for business account.License upgraded after verification; confirmation sent to customer.
D4298-QWERPending CustomerblankAGT104CUST004Fatima Noorfatima.noor@arabia.netLowJames Wright2024-05-15T14:27:00Z2024-05-16T09:17:00ZblankblankblankUnable to download invoice from portal.blank
E5012-ABCDOpenblankblankCUST005Chen Weichen.wei@china.cnMediumblank2024-05-17T07:45:00Z2024-05-17T07:45:00ZblankblankblankFeature request: Add multi-language support for dashboard.blank
F6193-ZXCVIn ProgressblankAGT105CUST006Olga Petrovaolga.petrova@mail.ruHighAhmed El-Sayed2024-05-12T16:11:00Z2024-05-12T16:40:00ZblankblankblankError message when updating user profile information.blank
G7024-HJUIResolved0.87AGT106CUST007Liam Smithliam.smith@outlook.comUrgentMaria Gomez2024-05-18T08:05:00Z2024-05-18T08:41:00Z2024-05-18T08:57:00Z5Very fast help, much appreciated!Account locked after multiple failed login attempts.Unlocked account and reset login credentials for customer.
H8135-KLMNOpenblankblankCUST008Sofia Rossisofia.rossi@virgilio.itLowblank2024-05-09T12:11:00Z2024-05-09T12:11:00ZblankblankblankCannot find transaction history for recent purchases.blank

What the 200 rows show

from the 200-row sample

Closed status stands out: mean resolution_time_hours is 11.9, against 3.4 for the rest.

  • 3.8median resolution_time_hours
  • 4priorities
  • 50customers
  • 5median customer_feedback_rating
Mean resolution_time_hours by status89 rows
010203.4Resolved53 rows11.9Closed36 rows
resolution_time_hours89 rows, in bands of 5
0306055142854102035resolution_time_hours →

Median 3.8, from 0.22 to 32.7.

assigned_agent_id175 rows with a value · 25 left blank
  1. AGT10117
  2. AGT10417
  3. AGT10316
  4. AGT10516
  5. AGT10615
  6. AGT10214
  7. AGT10913
  8. AGT11011
  9. AGT1089
  10. AGT1149
16 columns by typefrom the column list below
  • string 11
  • integer 1
  • float 1
  • datetime 3

Columns

16 columns in three groups
blueprint · 16 columns
columntypedescriptionexample
Text 11 columns
ticket_idstringUnique identifier for each support ticketuniqueA1032-YTGH
customer_idstringUnique identifier for the customer who submitted the ticketCUST001
customer_namestringFull name of the customerAlice Johnson
customer_emailstringEmail address of the customeralice.johnson@globex.com
issue_descriptionstringDetailed description of the customer's issue or request10 or moreUnable to access account …
prioritystringPriority level assigned to the ticketLow · Medium · High · UrgentHigh
statusstringCurrent status of the support ticketOpen · In Progress · Pending Customer · Resolved · ClosedResolved
assigned_agent_idstringUnique identifier for the support agent assigned to the ticketoptionalAGT101
assigned_agent_namestringFull name of the support agent assigned to the ticketoptionalSamuel Lee
resolution_summarystringSummary of how the ticket was resolvedoptionalReset password manually a…
customer_feedback_commentstringCustomer's feedback comments on the ticket resolutionoptionalSuper helpful, thanks!
Numbers 2 columns
resolution_time_hoursfloatTime taken to resolve the ticket, in hours0 or more · optional1.27
customer_feedback_ratingintegerCustomer's feedback rating for the ticket resolution (1-5)1 to 5 · optional5
Dates and times 3 columns
created_atdatetimeTimestamp when the ticket was created2024-05-13T09:17:00Z
updated_atdatetimeTimestamp when the ticket was last updated2024-05-13T10:23:00Z
resolved_atdatetimeTimestamp when the ticket was marked as resolvedoptional2024-05-13T10:33:00Z

Use it for

  • median resolut…3.889 rowsmean resolution time …3.4Resolv…11.9Closed

    A technology dashboard

    Resolution_time_hours by status and a breakdown of assigned_agent_id. Excel, Power BI or Tableau.

  • Why do the 36 Closed rows have a mean resolution_time_hours of 11.9?

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

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This dataset200 rows16 columns
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blueprint · support-tickets

Behind this dataset

Same schema. As many rows as you need.

These 200 rows came out of a blueprint — 16 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
  • Ticket ID unique per ticket
  • Priority: low, medium, high, critical
  • Status: open, in progress, resolved, closed
  • Resolution time SLA by priority level
  • Assigned agent from support team
Rows
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Exports
CSV, JSON, JSONL, Parquet, SQL, Excel, TSV, XML
Licence
yours to use, including commercially
API slug
support-tickets

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