IT Ticket Classification: The Simpler, the Better

Abstract

Recently, automatic classification of IT tickets has gained notable attention due to the increasing complexity of IT services deployed in enterprises. There are multiple discussions and no general opinion in the research and practitioners' community on the design of IT ticket classification tasks, specifically the choice of ticket text representation techniques and classification algorithms. Our study aims to investigate the core design elements of a typical IT ticket text classification pipeline. In particular, we compare the performance of TF-IDF and linguistic features-based text representations designed for ticket complexity prediction. We apply various classifiers, including kNN, its enhanced versions, decision trees, naïve Bayes, logistic regression, support vector machines, as well as semi-supervised techniques to predict the ticket class label of low, medium, or high complexity. Finally, we discuss the evaluation results and their practical implications. As our study shows, linguistic representation not only proves to be highly explainable but also demonstrates a substantial prediction quality increase over TF-IDF. Furthermore, our experiments evidence the importance of feature selection. We indicate that even simple algorithms can deliver high-quality prediction when using appropriate linguistic features.