Citation

Zakir, Faqihah and Haw, Su Cheng and Tai, Tong Ern and Ng, Kok Why and Maw, Maw (2026) Utilizing k-Nearest Neighbors and Support Vector Machine for Ticket Support System. TEM Journal, 15 (3). p. 2126. ISSN 2217-8309

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Abstract

Support tickets are vital for providing high-quality customer service. Ensuring very customer has a positive experience, regardless of their issue, is essential. This paper explores optimizing support ticket systems identifying common algorithms and predicting ticket resolution time. Leveraging Machine Learning, specifically k-Nearest Neighbours (KNN) and Support Vector Machines (SVM), the study aims to predict resolution times using historical data. These algorithms will be evaluated using Root Mean Squared Error (RMSE) and Mean Absolute Error (MAE) metrics. The goal is to assess the effectiveness of KNN and SVM in improving support processes. Accurate time predictions can help businesses allocate resources proactively, minimize delays, and streamline ticket assignments. By applying these models, organizations can enhance response efficiency and reduce the impact of unresolved issues.

Item Type:	Article
Uncontrolled Keywords:	Ticket system, machine learning, prediction, customer support, resolution time
Subjects:	Q Science > QA Mathematics > QA71-90 Instruments and machines
Divisions:	Faculty of Computing and Informatics (FCI)
Depositing User:	Ms Suzilawati Abu Samah
Date Deposited:	03 Sep 2026 01:39
Last Modified:	03 Sep 2026 01:39
URII:	http://shdl.mmu.edu.my/id/eprint/16564

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