VladislavMarinovich/polaris-support-tickets-v2

Polaris Support Tickets — Synthetic Dataset (v2)

~24,000 synthetic customer-support tickets for Polaris, a fictional multichannel analytics SaaS. Each ticket carries coherent ground-truth labels for triage (topic · type · priority · routing · sentiment) plus a noisy intake category, and the collection spans Jan 2024 → Jun 2026 with a realistic temporal event layer (service outages and product launches).

Synthetic data, generated on a real pipeline. No real users, no PII. Built as a portfolio artifact — see the full pipeline, EDA and modeling in the GitHub repo.

Why this dataset exists

Most public support datasets are either tiny, unlabeled, or class-balanced by design — which hides the two things that make real triage hard: noisy intake (customers mis-categorize their own tickets) and temporal clustering (incidents and launches produce bursts of similar tickets). This set is built to expose both, so it can drive three tasks from one corpus:

• Triage classification — predict the true labels from raw text.
• RAG deflection — the kb_autoresolve mass is where a grounded assistant helps.
• Time-series — outage spikes and launch waves make volume forecasting and anomaly detection learnable.

Dataset structure

One JSON object per ticket. Fields:

Field	Kind	Notes
ticket_id	id	TCK-000001, chronological
created_at	metadata	ISO 8601
channel, plan, user_role	input · metadata	email/chat/in_app · starter/growth/enterprise · admin/analyst/viewer
reported_category	input · NOISY	the customer's own dropdown pick — wrong ~35% of the time
subject, body	input · text	the ticket the model reads
topic	target	8 classes (connectors, dashboards, billing, …)
type	target	8 classes (bug, outage, how_to, feature_request, security, …)
priority	target	low / medium / high / critical
routing	target	kb_autoresolve / engineering / sales_success / retention / security_incident
sentiment	target	operational signal (neutral … angry / anxious)
event_id, event_type	metadata	non-null for event-driven tickets (outage / launch)

Two natural views: train/eval uses the ground-truth targets; inference hides them and lets a model predict from subject+body.

How it was built

A scenario catalog defines canonical support situations, each with coherent labels. A seeded sampler draws scenarios and varies the surface (sentiment, role, channel, length), then an LLM writes the customer text from a label-free prompt. On top, an event layer injects bursts: outages (sharp spikes, ~80% in the first 2 days) and launches (60/25/15 wave over 3 months, preceded by a ramp of "when will you add X?" feature-requests that drops to zero on launch day).

Highlights (see the repo for full EDA)

• Event share: ~25% of tickets are event-driven; ~75% is baseline flow.
• Temporal signature: visible outage spikes and launch waves; volume grows ~2x from 2024 to 2025.
• Intake noise: the customer's reported_category disagrees with the true labels ~35% of the time — the headroom a classifier recovers from the text.

Data-quality note (transparency)

During review we caught a label conflation: security_incident routing had lumped availability outages together with real security breaches, inflating the "security" count (841 → most were dashboards outages). We re-routed outages to engineering and reserved security_incident for genuine breaches (77). The lesson — audit the labels, not just the metric — and the full write-up live in the repo's classifier-evaluation notebook.

Intended uses & limitations

Use it for: learning/benchmarking triage classification, RAG grounding & honest-refusal, and time-series forecasting/anomaly detection on support volume; teaching and demos.

Do not treat it as real-world ground truth. Caveats:

• Synthetic signal. Text maps to its label cleanly by construction, so classifier scores run high (~0.99 on easy labels). Expect lower on real tickets — this demonstrates a pipeline and method, not an infallible model.
• Baseline is annual-scaled (flat within a year, stepping at year boundaries) — a simplification; real volume ramps more smoothly.
• English only; a single fictional product.

License & citation

Released under CC BY-SA 4.0 (attribution + share-alike). If you use it:

Marinovich, V. (2026). Polaris Support Tickets — Synthetic Dataset (v2).
https://github.com/VladislavMarinovich/saas-support-rag-triage