Ticket Router

Critical

segmented by category2 runsticket_routersample data

Latest

65%

-30 pts vs baseline

Baseline

95%

trusted bar

Latest run

Golden dataset

Human-authored golden set for support ticket routing. 20 cases spanning all four queues (billing, technical_support, account_access, feature_request) with priority labels and deliberate edge cases: ambiguous intent and mixed-topic tickets.

20 hand-labeled cases across 4 categories · segmented by category

By difficulty

easy10

hard1

medium9

By category

technical_support6

billing5

account_access5

feature_request4

diff

cat

20 of 20 cases

tr-001

billingeasy

I was double-charged for my Pro plan this month — please refund the extra $30.

Clear duplicate-charge billing case; money at risk -> high.

tr-002

billingeasy

Could you send me the invoice for March? I need it for accounting.

Informational invoice request -> low.

tr-003

billingeasy

My card on file expired and the renewal failed. How do I update my payment method?

Payment method update.

tr-004

billingmedium

Why did my monthly price jump from $20 to $29 without any notice?

Pricing complaint.

tr-005

billingmedium

The promo code WELCOME20 did not apply the discount at checkout.

Coupon not applied.

tr-006

technical_supporteasy

The dashboard returns a 500 error every time I open the Reports tab.

Server error blocking a core page.

tr-007

technical_supporteasy

CSV export has produced an empty file since this morning.

Broken export blocking work.

tr-008

technical_supportmedium

The mobile app freezes whenever I upload a photo larger than 5 MB.

Bug with a workaround.

tr-009

technical_supportmedium

API calls to /v2/orders are timing out intermittently for the last hour.

Intermittent API outage.

tr-010

technical_supportmedium

The text in dark mode is hard to read on the settings page.

Cosmetic UI bug -> low.

tr-011

account_accesseasy

I can't log in after resetting my password — it says invalid credentials.

tr-012

account_accesseasy

Please delete my account and all of the data associated with it.

Account deletion request.

tr-013

account_accesseasy

I'm locked out after too many login attempts. Can you unlock my account?

Lockout, customer blocked.

tr-014

account_accessmedium

How do I enable two-factor authentication on my profile?

How-to for 2FA -> low.

tr-015

account_accessmedium

I need to change the email address associated with my account.

Profile email change.

tr-016

feature_requesteasy

It would be great if you added a calendar view for tasks.

Straightforward suggestion.

tr-017

feature_requesteasy

Please consider supporting Slack notifications for new comments.

Integration suggestion.

tr-018

feature_requestmedium

Any plans to add bulk editing for records? It would save our team hours.

High-value suggestion; still a request, slightly elevated.

tr-019

feature_requestmedium

Could you add an option to export to Excel in addition to CSV?

Enhancement to existing export.

tr-020

technical_supporthard

Our Zapier integration stopped working right after your latest pricing change.

Ambiguous billing-vs-technical; the broken integration is the actionable issue -> technical_support.