Telecom Support Ticket Resolution Data

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.

  • opened 19 times
  • last updated 21 Aug 2025
  • by GoMask
The brief that made it

Support process optimization and bottleneck analysis

Sample rows

preview · 8 of 200 rows · all 22 columns
ticket_idstringprioritystringresolution_time_hoursfloatticket_escalatedbooleanresolved_by_agent_idstringcustomer_idstringcustomer_namestringcustomer_emailstringcustomer_phonestringservice_typestringissue_categorystringticket_statusstringcreated_datetimedatetimefirst_response_datetimedatetimeresolved_datetimedatetimeagent_namestringcustomer_satisfaction_ratingintegerfollow_up_requiredbooleanfollow_up_datetimedatetimeissue_descriptionstringresolution_summarystringescalation_reasonstring
TCKT_001A7Bhigh2.83falseAGT_101CUST_8901AEmily Andersonemily.anderson@teleexample.com+1-202-555-0127mobilenetworkresolved2024-05-14T10:15:00Z2024-05-14T10:25:00Z2024-05-14T13:05:00ZSophie Turner5falseblankCustomer is experiencing frequent call drops in the downtown area.Network tower reset performed and signal strength improved.blank
TCKT_002B8Fmedium6.42falseAGT_104CUST_2349BMichael Youngmichael.young@teleexample.com+1-312-555-0183broadbandbillingclosed2024-05-15T09:45:00Z2024-05-15T10:05:00Z2024-05-15T16:10:00ZRajiv Kumar5falseblankCustomer was charged for an inactive broadband service.Refund processed for incorrect billing charge.blank
TCKT_003C4HurgentblanktrueblankCUST_5637CAna Rodriguezana.rodriguez@teleexample.com+44 20 7946 0892fibertechnicalpending2024-05-16T08:10:00Z2024-05-16T08:30:00ZblankblankblankfalseblankFiber internet connection drops every evening around 8pm.blankRecurring outages detected; escalated to field engineering team for onsite investigation.
TCKT_004D9Kmedium1.58falseAGT_102CUST_2349BMichael Youngmichael.young@teleexample.com+1-312-555-0183mobiledeviceresolved2024-05-17T11:20:00Z2024-05-17T11:32:00Z2024-05-17T12:55:00ZLaura Chen4falseblankSIM card not detected after device update.SIM card replaced and device updated to latest firmware.blank
TCKT_005E2JlowblankfalseblankCUST_8890DRobert Leerobert.lee@teleexample.com+61 3 9123 4567tvnetworkopen2024-05-17T16:10:00ZblankblankblankblankfalseblankTV service pixelates during peak hours, signal is unstable.blankblank
TCKT_006F5Mmedium3.78falseAGT_104CUST_1907EJessica Whitejessica.white@teleexample.com+1-718-555-0172broadbandaccountresolved2024-05-18T10:20:00Z2024-05-18T10:32:00Z2024-05-18T14:17:00ZRajiv Kumar5falseblankUnable to access online account portal for broadband services.Password reset and portal access re-enabled for the customer.blank
TCKT_007G1QhighblankfalseblankCUST_5637CAna Rodriguezana.rodriguez@teleexample.com+44 20 7946 0892fibertechnicalpending2024-05-18T17:22:00Z2024-05-18T17:36:00Zblankblankblanktrue2024-05-19T17:00:00ZCustomer reports slow fiber speeds during weekends.blankblank
TCKT_008H8RlowblankfalseblankCUST_3401FSarah Kimsarah.kim@teleexample.com+1-415-555-0134landlineaccountopen2024-05-19T08:05:00ZblankblankblankblankfalseblankCustomer requests update on address for landline billing.blankblank

What the 200 rows show

from the 200-row sample

Urgent priority stands out: 13 of its 22 rows have ticket_escalated = true, against 12 of 178 for the rest.

  • 13%ticket_escalated = true
  • 1.7median resolution_time_hours
  • 5service types
  • 5ticket statuses
  • 6issue categories
  • 23agent names
Ticket escalated rate by priorityticket_escalated = true
0%50%100%0%low0 of 312%medium2 of 8817%high10 of 5959%urgent13 of 22
resolution_time_hours90 rows, in bands of 2
0306058251201101101020resolution_time_hours →

Median 1.7, from 0.39 to 19.5.

resolved_by_agent_id90 rows with a value · 110 left blank
  1. AG_0012A7
  2. AG_0045E7
  3. AGT_1026
  4. AG_0021D6
  5. AG_0037B6
  6. AGT_1015
  7. AGT_1045
  8. AGT_1055
  9. AGT_09B5V25
  10. AGT_13K7HF5
22 columns by typefrom the column list below
  • string 14
  • integer 1
  • float 1
  • datetime 4
  • boolean 2

Columns

22 columns in four groups
blueprint · 22 columns
columntypedescriptionexample
Text 14 columns
ticket_idstringUnique identifier for each support ticketuniqueTCKT_001A7B
customer_idstringUnique identifier for the customer who raised the ticketCUST_8901A
customer_namestringFull name of the customerEmily Anderson
customer_emailstringEmail address of the customernoah.lee@teleconnect.com
customer_phonestringContact phone number of the customeroptional+1-202-555-0127
service_typestringType of telecom service (e.g., mobile, broadband, landline)mobile · broadband · landline · fiber · tvmobile
issue_categorystringGeneral category of the reported issue6 valuesnetwork
issue_descriptionstringDetailed description of the customer's issueCustomer is experiencing …
ticket_statusstringCurrent status of the support ticketopen · pending · resolved · closed · escalatedresolved
prioritystringPriority level assigned to the ticketlow · medium · high · urgenthigh
resolution_summarystringSummary of the resolution provided to the customeroptionalNetwork tower reset perfo…
resolved_by_agent_idstringUnique identifier for the support agent who resolved the ticketoptionalAGT_101
agent_namestringName of the support agent who resolved the ticketoptionalSophie Turner
escalation_reasonstringReason for ticket escalation, if applicableoptionalRecurring outages detecte…
Numbers 2 columns
resolution_time_hoursfloatTotal time taken to resolve the ticket, in hours0 or more · optional2.83
customer_satisfaction_ratingintegerCustomer satisfaction rating after ticket resolution (1-5 scale)1 to 5 · optional5
Dates and times 4 columns
created_datetimedatetimeDate and time when the ticket was created2024-05-14T10:15:00Z
first_response_datetimedatetimeDate and time when the first support response was madeoptional2024-05-14T10:25:00Z
resolved_datetimedatetimeDate and time when the ticket was marked as resolvedoptional2024-05-14T13:05:00Z
follow_up_datetimedatetimeScheduled date and time for follow-up, if requiredoptional2024-05-19T17:00:00Z
True or false 2 columns
follow_up_requiredbooleanIndicates if a follow-up action is required after resolutionoptionalfalse
ticket_escalatedbooleanIndicates if the ticket was escalated during its lifecycleoptionalfalse

Use it for

  • ticket escalat…13%25 of 200 rowsmean resolution time …1.5low3.0medi…2.2high1.6urge…

    A telecommunications dashboard

    The ticket_escalated rate, resolution_time_hours by priority and a breakdown of resolved_by_agent_id. Excel, Power BI or Tableau.

  • Why do 25 of 200 rows have ticket_escalated = 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.

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This dataset200 rows22 columns
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blueprint · telecom-support-ticket-resolution-data

Behind this dataset

Same schema. As many rows as you need.

These 200 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
  • Ticket includes issue type and timestamp
  • Resolution times in minutes
  • Unresolved tickets flagged
  • Customer feedback score included
  • Duplicate tickets removed
Rows
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Exports
CSV, JSON, JSONL, Parquet, SQL, Excel, TSV, XML
Licence
yours to use, including commercially
API slug
telecom-support-ticket-resolution-data

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