Due to manual classification, IT service desk tickets are frequently assigned to the incorrect resolution group, quickly becoming a strain on operations. These incorrectly assigned IT service desk tickets cause reassignments, wasteful resource use, and delays in problem resolution. This leads to a spike in the meantime taken to resolve the issue and a dip in first-call resolution.
This whitepaper describes a categorization model based on supervised Machine Learning and Deep Learning techniques to distribute tickets automatically. The solution mitigates these issues by training a classification model that considers factors like ticket Category, Sub-Category, Issue Bucket, Priority, and other features to predict the most relevant ticket group.
Download a copy of this whitepaper to know about our classification model that helped simplifying the process of defining the objectives and controlling the results of the current problem statement.