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ticket-classifier
TuShar2309/ticket-classifier
ticket-classifier is a text classification model from TuShar2309. Use it when you need a label for a piece of text. The card lists the license as mit.
A DistilBERT-based model for classifying IT support tickets into 12 categories.
Access
Public
Updated Jan 8, 2026
Repo size
266 MB
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0
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Repo makeup
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.pt266 MB · 100%
At a glance
- Task
- Text Classification
- License
- mit
- Access
- Public
- Created
- Jan 8, 2026
- Updated
- Jan 8, 2026
- SHA
- 39a5630a
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Datasets
Model card
From the Hugging Face model README
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 |
| 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
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
- Task
- Text Classification
- License
- mit
- Languages
- en
- Created
- Jan 8, 2026
- Updated
- Jan 8, 2026