SupportInsights - Teaching Dataset
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Synthetic customer support tickets at full ticket grain. 47 agents across 3 pods, 10 categories, 60 knowledge-base articles, ~25,400 tickets over 12 months.

Wholly synthetic. Any resemblance to a real company's data is coincidental.

Files
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- pods.csv - 3 time-zone-aligned support pods
- agents.csv - 47 agents
- categories.csv - 10 ticket categories with SLA targets
- articles.csv - 60 knowledge-base articles
- tickets.csv - ~25,400 tickets at full grain
- SCHEMA.txt - full schema and known imperfections

What it represents
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A fictional B2B SaaS customer-support organization: 47 agents across Americas / EMEA / APAC pods, supporting customers through chat / email / phone / in-product channels. The dataset spans 12 months ending 2026-05-31 and is sized to support the weekly support-operations decisions the SupportInsights starter BRD frames.

Deliberate imperfections
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This dataset is the richest of the four in terms of intentional imperfections - the support domain is where real-world data discipline is most visibly absent in working systems.

- Category definition change - CAT-FEAT was split from CAT-PROD on 2025-09-01. Pre-change tickets were retroactively recategorized. The schema flags both categories with a definition_change_note.
- APAC pod staffing shortage - Q2 2026 (April-May) shows ~40% higher resolution-hours for APAC tickets. This is a real-world signature: the dashboard exercise is to surface it before the Director notices it in the SLA-breach report.
- Null CSAT - ~6% of resolved tickets have null CSAT score (customer didn't respond).
- No-article-found tags - ~1.8% of tickets have the no_article_found_tag set. Useful for the knowledge-base-gap analysis exercise.
- Article-quality issues - ~5% of tickets that referenced an article had the article fail to resolve the ticket. Distinct signal from "no article found."

Quick start
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cat SCHEMA.txt
head tickets.csv

# Load into Power BI:
# 1. Get Data -> Text/CSV -> select all five CSVs
# 2. Build relationships:
#    tickets.pod_id -> pods.pod_id
#    tickets.agent_id -> agents.agent_id
#    tickets.category_id -> categories.category_id
#    tickets.article_referenced -> articles.article_id
# 3. Mark created_date and resolved_date as date columns

Reference BRD
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The SupportInsights starter BRD is the BRD for this dataset.

License and reuse
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Released for teaching use alongside The Defensible Decision. Use freely.