A help desk system that acts as a single point of contact between users and IT staff is
introduced in this paper. It utilizes an accurate ticket classification machine learning model to …

Managing problem tickets is a key issue in any IT service industry. The routing of a problem
ticket to the proper maintenance team is very critical step in any service desk (Helpdesk) …

Manual classification of IT service desk tickets may result in routing of the tickets to the
wrong resolution group. Incorrect assignment of IT service desk tickets leads to …

Text similarity measures play a very important role in several text mining applications.
Although there is an extensive literature on measuring the similarity between long texts …

When a critical system exhibits an incident during its operation, a ticket is usually generated
by the monitoring systems or users to describe its issue and should be fixed by system …

Software support tickets contain short and noisy text from the customers. Software products
are often represented by various surface forms and informal abbreviations. Automatically …

In this paper, the challenges of maintaining a healthy IT operational environment have been
addressed by proactively analyzing IT Service Desk tickets, customer satisfaction surveys …

In current large-scale IT systems, troubleshooting has become more complicated due to the
diversification in the causes of failures, which has increased operational costs. Thus …

With the advancement in technology, many organizations use Trouble Ticket Systems (TTS)
to record and manage problems, facilitating the process of assigning it to the right technical …

Abstract Service continuity entails establishing an observable and explainable continuum
between customer experience and service operations. Such continuum is currently …