Technical Support Dataset
2,330 technical-support tickets with priority, source, topic, agent group, SLA targets for first response and resolution, survey results, and country fields. Ideal for SLA-adherence dashboards and resolution-time analysis.
Challenge brief
slug: 2024-05-technical-support title: Technical Support Dataset year: 2024 month: 05 source: extracted source_file: Brief_DataDNA_May_2024.docx extracted_at: 2026-04-19
Technical Support Dataset - Challenge Brief
DataDNA May Brief: Technical Support Analysis Challenge
Introduction:
In today's world, businesses of all sizes rely heavily on technology for daily operations. Technical support plays a crucial role in maintaining these systems efficiently. This month's challenge provides a real-life scenario for you to explore: analyzing the functioning of technical support. It's a great chance to learn from fellow participants, improve your analytical abilities, and broaden your professional experience.
Data Analysis Focus Areas:
You have the freedom to choose your analytical approach. However, consider the following questions to guide your exploration, centered around Technical Support Centre Key Performance Indicators (KPIs):
Ticket Volume Trends:
Analyze daily, weekly and monthly volumes
Compare volumes between workdays and weekends
Examine ticket distribution during standard work hours versus after hours.
Recognize peak ticket creation times
Ticket Content and Resolution:
Identify trends in ticket topics
Investigate first response and resolution times against SLAs.
Compare support channels (chat, phone, email)
Analyze ticket geography for trends in submissions or product issues.
Performance Metrics:
Evaluate agent SLA adherence for first responses and resolutions.
Explore customer satisfaction rates across agents, topics and other categories
Check how quickly tickets move through the resolution process.
This dataset was the subject of the DataDNA May 2024 community challenge. The original scoring and leaderboard pre-date the current submission system and are not available for display.
