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README.md

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