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---
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license: mit
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language:
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- en
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tags:
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- ticket-classification
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- it-support
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- distilbert
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- text-classification
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datasets:
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- custom
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metrics:
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- f1
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- accuracy
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---
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# IT Service Desk Ticket Classifier
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A DistilBERT-based model for classifying IT support tickets into 12 categories.
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## Model Description
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This model classifies IT service desk tickets into the following categories:
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| Category | Description |
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|----------|-------------|
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| Access Management | Login, permissions, MFA issues |
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| Backup | Backup and restore operations |
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| Database | SQL, database connectivity |
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| Email | Outlook, calendar, mailbox |
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| General Inquiry | How-to questions |
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| Hardware | Physical device issues |
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| Network | WiFi, VPN, connectivity |
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| Other | Miscellaneous |
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| Printing | Printer and scanning |
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| Security | Threats, breaches, security |
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| Software | Application issues |
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| Storage | OneDrive, SharePoint, drives |
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## Training Details
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- **Base Model**: DistilBERT (distilbert-base-uncased)
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- **Training Data**: 5,760 IT support tickets
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- **Loss Function**: Focal Loss (for class imbalance)
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- **Framework**: PyTorch + Transformers
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## Usage
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```python
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from huggingface_hub import hf_hub_download
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import torch
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# Download model
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model_path = hf_hub_download(
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repo_id="YOUR_USERNAME/ticket-classifier",
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filename="ticket_classifier.pt"
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)
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# Load model
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checkpoint = torch.load(model_path, map_location="cpu")
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```
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## Performance
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Achieves 85%+ macro F1 score across 12 categories.
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## License
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MIT
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