mlsanityData to 14 Oct 2026

TaDaa: real time Ticket Assignment Deep learning Auto Advisor for customer support, help desk, and issue ticketing systems

arXiv 2207.11187 ↗First posted 18 Jul 2022cs.IR cs.AI cs.LGcited by 7

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Abstract (arXiv)

This paper proposes TaDaa: Ticket Assignment Deep learning Auto Advisor, which leverages the latest Transformers models and machine learning techniques quickly assign issues within an organization, like customer support, help desk and alike issue ticketing systems. The project provides functionality to 1) assign an issue to the correct group, 2) assign an issue to the best resolver, and 3) provide the most relevant previously solved tickets to resolvers. We leverage one ticketing system sample dataset, with over 3k+ groups and over 10k+ resolvers to obtain a 95.2% top 3 accuracy on group suggestions and a 79.0% top 5 accuracy on resolver suggestions. We hope this research will greatly improve average issue resolution time on customer support, help desk, and issue ticketing systems.

Key facts. Cited by 7 papers in the map (data through 14 Oct 2026). Builds on 21 of its 45 references that are in the map. First posted on arXiv 18 Jul 2022.

Builds on

21 of 45 references.

References · 21

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9 more
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Built on by

Cited by year (2026 to 14 Oct)

Citing papers per year: 2023: 3; 2024: 1; 2025: 2; 2026: 1.

7 papers.

  1. 2023Ticket-BERT: Labeling Incident Management Tickets with Language Modelscited by 3
  2. 2026TeleDoCTR: Domain-Specific and Contextual Troubleshooting for Telecommunicationscited by 1
  3. 2023Comparison of Machine Learning Methods for Assigning Software Issues to Team Memberscited by 0
  4. 2023Intent Detection at Scale: Tuning a Generic Model using Relevant Intentscited by 0
  5. 2024AI-based Classification of Customer Support Tickets: State of the Art and Implementation with AutoMLcited by 0
  6. 2025A Scalable and High Availability Solution for Recommending Resolutions to Problem Ticketscited by 0
  7. 2025Comparison of Information Retrieval Techniques Applied to IT Support Ticketscited by 0