---
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