4,000 rows · 10 columns
Customer support tickets
Four thousand support tickets with free-text subjects, priorities, queue routing, first-response and resolution times, and SLA breaches concentrated in exactly the places you would not guess.
What is in it, and what is wrong with it
Resolution time is heavily right-skewed and censored: tickets still open at the extract date have a blank resolved_at, and they are disproportionately the hard ones. Report a mean resolution time over closed tickets only and you will publish a number that gets better every time your team falls further behind.
Schema
| Column | Type | Description |
|---|---|---|
| ticket_id | string | Ticket identifier. |
| opened_at | timestamp | When the ticket arrived. |
| channel | category | email, chat, phone, or in-app. |
| queue | category | Routing queue. |
| priority | category | low, normal, high, or urgent. |
| subject | string | Free-text subject line. |
| first_response_min | integer | Minutes to first human reply. Blank if never answered. |
| resolved_at | timestamp | Resolution time. Blank if still open. |
| reopened | boolean | Whether the ticket was reopened after closing. |
| csat | integer | Satisfaction score 1–5. Blank when not surveyed. |
First twelve rows
| ticket_id | opened_at | channel | queue | priority | subject | first_response_min | resolved_at |
|---|---|---|---|---|---|---|---|
| TK62871 | 2023-01-01 02:15:00 | in-app | onboarding | high | Error when log in after password reset | 63 | 2023-01-01 07:46:35 |
| TK60343 | 2023-01-01 05:41:00 | technical | normal | Question about two-factor authentication | 7 | 2023-01-01 09:07:58 | |
| TK62950 | 2023-01-01 06:05:00 | in-app | billing | urgent | Unable to connecting the Snowflake sync | 44 | 2023-01-01 08:14:24 |
| TK61014 | 2023-01-01 06:32:00 | chat | integrations | normal | Cannot connecting the Snowflake sync | 98 | — |
| TK61679 | 2023-01-01 08:06:00 | chat | onboarding | high | How do I a duplicate charge | 14 | 2023-01-01 09:27:09 |
| TK62374 | 2023-01-01 08:28:00 | in-app | billing | normal | Issue with connecting the Snowflake sync | 416 | 2023-01-02 02:19:53 |
| TK60058 | 2023-01-01 14:32:00 | in-app | onboarding | low | Issue with connecting the Snowflake sync | 361 | 2023-01-01 18:42:10 |
| TK63175 | 2023-01-01 16:20:00 | billing | high | Request to a refund for an annual plan | 52 | 2023-01-01 20:45:17 | |
| TK60862 | 2023-01-01 20:06:00 | chat | technical | urgent | Unable to export my data | 28 | 2023-01-06 00:36:09 |
| TK61273 | 2023-01-01 21:47:00 | in-app | billing | urgent | Unable to log in after password reset | — | 2023-01-02 02:13:20 |
| TK60338 | 2023-01-01 22:09:00 | in-app | integrations | low | Error when a duplicate charge | 243 | 2023-01-17 13:14:25 |
| TK62094 | 2023-01-01 22:46:00 | phone | integrations | high | Question about downgrade my plan | 19 | 2023-01-02 22:02:42 |
Showing the first 8 of 10 columns. Open the full table in the Explorer.