EasyTicket: A Ticket Routing Recommendation Engine for Enterprise Problem Resolution
Summary: Demo: EasyTicket, a ticket routing recommendation engine for enterprise IT services. By mining ticket histories, it builds a social network among expert groups and recommends routes for new tickets, boosting routing efficiency by 35% on 1.4M tickets. (summarized by gpt-5-nano on Feb 09 2026)
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Authors
- 1. Qihong Shao (Arizona State University)
- 2. Yi Chen (Arizona State University)
- 3. Shu Tao (IBM)
- 4. Xifeng Yan (IBM)
- 5. Nikos Anerousis (IBM)
BibTeX Citation
@article{shao_vldb08,
title = {{EasyTicket: A Ticket Routing Recommendation Engine for Enterprise Problem Resolution}},
author = {Shao, Qihong and Chen, Yi and Tao, Shu and Yan, Xifeng and Anerousis, Nikos},
journal = {PVLDB},
series = {{VLDB} '08},
volume = {1},
number = {1},
pages = {1436--1439},
doi = {10.14778/1454159.1454193},
url = {https://doi.org/10.14778/1454159.1454193},
year = {2008}
}Incoming Citations (Sorted by Pagerank)
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| Rank | Citing Paper | Year | Venue | Pagerank |
|---|---|---|---|---|
| 7,416 | Detecting and Resolving Unsound Workflow Views for Correct Provenance Analysis | 2009 | SIGMOD | 5.6237046e-05 |
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