In order to still be able to offer a quick solution and cope with the high number of tickets, appropriate software solutions are used. In addition to improving support and planning for changes, one goal may be for the software to take over (at least some of) the tickets.
This is where the term data mining comes into play. data mining aims to process large data sets (big dataor mass data) in order to identify trends and new connections. This data is processed and evaluated using appropriate methods.
In the case of ticket systems, this information, including appropriate solutions, is recorded in the corresponding software. Thanks to the wealth of information, the system already has a good basis and can also develop solutions independently. The goal of such systems is to support existing employees so that they can concentrate on more complex problems.
The advantage is that standard problems and errors in particular can be solved very quickly. This can contribute significantly to user satisfaction. At the same time, it reduces the workload of existing employees.
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