相关论文: ECrits - Visualizing Support Ticket Escalation Ris…
Understanding and keeping the customer happy is a central tenet of requirements engineering. Strategies to gather, analyze, and negotiate requirements are complemented by efforts to manage customer input after products have been deployed.…
Large software organizations handle many customer support issues every day in the form of bug reports, feature requests, and general misunderstandings as submitted by customers. Strategies to gather, analyze, and negotiate requirements are…
Understanding and keeping the customer happy is a central tenet of requirements engineering. Strategies to gather, analyze, and negotiate requirements are complemented by efforts to manage customer input after products have been deployed.…
Software support ticket escalations can be an extremely costly burden for software organizations all over the world. Consequently, there exists an interest in researching how to better enable support analysts to handle such escalations. In…
Quality and market acceptance of software products is strongly influenced by responsiveness to user requests. Once a request is received from a customer, decisions need to be made if the request should be escalated to the development team.…
Ticketing system is common in Technical Support in Information Technology Industry. At present time, even management is using it. It serves as a way to connect the company and the client, end to end. The researchers conducted research where…
IT companies are popular in the present time as technology arises in the entire world. Incidents and Requests for either clients or company internal are hard to manually track as it is a day-to-day transaction. To keep all the logs, IT…
In large-scale cloud service systems, support tickets serve as a critical mechanism for resolving customer issues and maintaining service quality. However, traditional manual ticket escalation processes encounter significant challenges,…
High performance computing (HPC) user support teams are the first line of defense against large-scale problems, as they are often the first to learn of problems reported by users. Developing tools to better assist support teams in solving…
A review of over 160,000 customer cases indicates that about 90% of time is spent by the product support for solving around 10% of subset of tickets where a trivial solution may not exist. Many of these challenging cases require the support…
An essential aspect of prioritizing incident tickets for resolution is efficiently labeling tickets with fine-grained categories. However, ticket data is often complex and poses several unique challenges for modern machine learning methods:…
Supply chain operations generate vast amounts of operational data; however, critical knowledge such as system usage practices, troubleshooting workflows, and resolution techniques often remains buried within unstructured communications like…
Background: Requirement engineering is often considered a critical activity in system development projects. The increasing complexity of software, as well as number and heterogeneity of stakeholders, motivate the development of methods and…
An issue tracker is a software tool used by organisations to interact with users and manage various aspects of the software development lifecycle. With the rise of agile methodologies, issue trackers have become popular in open and…
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, and social media data. A Cognitive solution goes beyond…
Decision support tools enable improved decision-making for challenging decision problems by empowering stakeholders to process, analyze, visualize, and otherwise make sense of a variety of key factors. Their intentional design is a critical…
Managing issue reports is essential for the evolution and maintenance of software systems. However, manual issue management tasks such as triaging, prioritizing, localizing, and resolving issues are highly resource-intensive for projects…
The tracking and timely resolution of service requests is one of the major challenges in agile project management. Having an efficient solution to this problem is a key requirement for Walmart to facilitate seamless collaboration across its…
During acceptance testing customers assess whether a system meets their expectations and often identify issues that should be improved. These findings have to be communicated to the developers a task we observed to be error prone,…
Corporations today face increasing demands for the timely and effective delivery of customer service. This creates the need for a robust and accurate automated solution to what is formally known as the ticket routing problem. This task is…