Tech Support Ticket Analytics

This dataset provides comprehensive logs of tech support tickets, including customer and agent details, ticket lifecycle events, escalation history, and resolution outcomes. It enables technology firms to analyze support processes, optimize resource allocation, and improve customer satisfaction through actionable insights.

  • opened 5 times
  • last updated 20 Aug 2025
  • by GoMask
The brief that made it

Support process optimization and bottleneck analysis

Sample rows

preview · 8 of 200 rows · all 19 columns
ticket_idstringresolution_outcomestringcustomer_satisfaction_scorefloatfollow_up_requiredbooleanassigned_agent_idstringcustomer_idstringcustomer_namestringcustomer_emailstringticket_created_datetimedatetimeticket_closed_datetimedatetimeissue_categorystringprioritystringstatusstringassigned_agent_namestringescalatedbooleanescalation_levelstringescalation_datetimedatetimeissue_descriptionstringresolution_notesstring
TCKT-10001resolved4.7falseAGT-201CUST-303Samantha Leesamantha.lee@krypton.com2024-03-01T09:15:232024-03-02T10:45:00softwarehighresolvedBrian CarterfalsenoneblankApplication crashes upon startup after latest update.Patched software and guided customer through update process.
TCKT-10002blankblankblankblankCUST-308Rajesh Kumarrkumar@zenithtech.org2024-03-01T12:30:11blanknetworkmediumopenblankfalsenoneblankUnable to connect to corporate VPN from home.blank
TCKT-10003blankblanktrueAGT-209CUST-317Emily Fosteremily.foster@cybercore.com2024-03-02T14:06:34blankhardwarehighpendingLinda NguyenfalsenoneblankLaptop keyboard is not responding intermittently.blank
TCKT-10004resolved5falseAGT-202CUST-304Peter Wilsonpeterwilson@blueedge.net2024-03-03T08:26:192024-03-03T09:10:35softwareurgentresolvedCarla GomezfalsenoneblankCannot access dashboard after password reset.Reset password and verified dashboard access.
TCKT-10005blankblankblankblankCUST-310Mohammed Al-Sayedmohammed.sayed@unitech.co.uk2024-03-04T16:45:02blankbillingmediumopenblankfalsenoneblankCharged twice for subscription renewal.blank
TCKT-10006workaround3.8trueAGT-203CUST-315Jessica Changjessica.chang@techsphere.com2024-03-05T11:19:552024-03-06T10:25:17hardwarehighclosedTom HarrisfalsenoneblankMonitor flickers during use.Suggested external adapter; awaiting replacement.
TCKT-10007resolved4.1falseAGT-204CUST-306Felipe Souzafsouza@cloudnex.com2024-03-05T13:33:222024-03-05T15:01:09networkmediumresolvedNatalie BrooksfalsenoneblankFrequent Wi-Fi drops in office.Restarted router and updated firmware.
TCKT-10008blankblankblankblankCUST-311Olga Petrovaolga.petrova@northstar.com2024-03-06T08:12:42blankbillinglowopenblankfalsenoneblankInvoice not received for last month.blank

What the 200 rows show

from the 200-row sample

Workaround (resolution outcome) stands out: 12 of its 20 rows have follow_up_required = true, against 2 of 96 for the rest.

  • 20%follow_up_required = true
  • 4.3median customer_satisfaction_score
  • 4priorities
  • 5issue categories
  • 5statuses
  • 5escalation levels
Follow up required rate by resolution_outcomefollow_up_required = true
0%50%100%2%resolved2 of 8760%workarou…12 of 200%duplicate0 of 70%cancelled0 of 2

Workaround (resolution outcome)'s mean customer_satisfaction_score is 3.6, against 4.5 for resolved, 3.8 for duplicate and 3.5 for cancelled.

customer_satisfaction_score116 rows, in bands of 0.25
015302323612241329222.53.755customer_satisfaction_score →

Median 4.3, from 2.5 to 5.0.

assigned_agent_id157 rows with a value · 43 left blank
  1. AGT-0219
  2. AGT-2097
  3. AGT-2087
  4. AGT-0267
  5. AGT-2016
  6. AGT-2026
  7. AGT-2036
  8. AGT-2046
  9. AGT-2056
  10. AGT-2066
19 columns by typefrom the column list below
  • string 13
  • float 1
  • datetime 3
  • boolean 2

Columns

19 columns in four groups
blueprint · 19 columns
columntypedescriptionexample
Text 13 columns
ticket_idstringUnique identifier for each support ticketuniqueTCKT-10001
customer_idstringUnique identifier for the customer who raised the ticketCUST-303
customer_namestringFull name of the customeroptionalSamantha Lee
customer_emailstringEmail address of the customeroptionalsamantha.lee@krypton.com
issue_categorystringGeneral category of the issue (e.g., software, hardware, billing)software · hardware · billing · network · othersoftware
issue_descriptionstringDetailed description of the customer's issueCannot reset password.
prioritystringPriority level assigned to the ticketlow · medium · high · urgenthigh
statusstringCurrent status of the ticketopen · pending · resolved · closed · escalatedresolved
assigned_agent_idstringUnique identifier for the support agent assigned to the ticketoptionalAGT-201
assigned_agent_namestringFull name of the support agent assigned to the ticketoptionalBrian Carter
resolution_outcomestringOutcome of the ticket resolution (e.g., resolved, unresolved, workaround, duplicate)resolved · unresolved · workaround · duplicate · cancelled · optionalresolved
resolution_notesstringDetailed notes on how the issue was resolved or why it was closedoptionalManual update performed.
escalation_levelstringLevel to which the ticket was escalated (if applicable)none · tier 2 · tier 3 · manager · external · optionalnone
Numbers 1 column
customer_satisfaction_scorefloatCustomer satisfaction rating after ticket closure (e.g., 1-5 scale)1 to 5 · optional4.7
Dates and times 3 columns
ticket_created_datetimedatetimeTimestamp when the support ticket was created2024-03-01T09:15:23
ticket_closed_datetimedatetimeTimestamp when the support ticket was closed/resolvedoptional2024-03-02T10:45:00
escalation_datetimedatetimeTimestamp when the ticket was escalated (if applicable)optional2024-03-06T20:02:12
True or false 2 columns
escalatedbooleanIndicates if the ticket was escalated to higher support levelfalse
follow_up_requiredbooleanIndicates if a follow-up with the customer is neededoptionalfalse

Use it for

  • follow up requ…20%35 of 176 rowsmean customer satisfa…4.5reso…3.6work…3.8dupl…3.5canc…

    A technology dashboard

    The follow_up_required rate, customer_satisfaction_score by resolution_outcome and a breakdown of assigned_agent_id. Excel, Power BI or Tableau.

  • Why do 35 of 176 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 tickets with customer_id, customer_name and customer_email to fill a screen in front of a buyer.

Not quite right?

Make it yours.

Same 19 columns, your size and your rules. See 20 rows before you pay.

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This dataset200 rows19 columns
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blueprint · tech-support-ticket-analytics

Behind this dataset

Same schema. As many rows as you need.

These 200 rows came out of a blueprint — 19 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 and timestamps tracked
  • Issue category and user demographics included
  • Resolution status and time recorded
  • Escalation and feedback metrics annotated
Rows
Open the blueprint in Data Factory

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Exports
CSV, JSON, JSONL, Parquet, SQL, Excel, TSV, XML
Licence
yours to use, including commercially
API slug
tech-support-ticket-analytics

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