Report Ticketing

The dataset contains anonymized ticketing records from a university admissions marketing team documenting communication interactions with prospective students via a centralized helpdesk system. It contains 59,074 entries collected from 2020 to September 2022, covering inquiry topics, contact channels, assigned agents, ticket timestamps, and form purchase status. The data were exported from an internal Customer Relationship Management (CRM) system used by the admissions marketing division.

Each row in the dataset represents a single service ticket, characterized by 15 variables:

Ticket metadata: ticket ID, submission date and time, and ticket closure timestamp.

Categorical fields: category, subcategory, and detailed topic classification.

Operational information: ticket source (communication channel), status, agent handling, and reference source.

Demographic fields: city of origin and form purchase indicator (SUDAH = purchased, BELUM = not purchased).

Free-text field: remark (short inquiry content, standardized and anonymized).

The dataset is available in Microsoft Excel (.xlsx) and CSV formats. Supplementary materials include summary figures showing yearly and monthly ticket distributions, most frequent inquiry categories, dominant communication channels, and conversion indicators.

This dataset can support research on admissions marketing analytics, communication behavior, CRM efficiency, and service process optimization in higher education contexts. It is also suitable for data-driven modeling, such as predicting conversion likelihood, analyzing message volume patterns, and evaluating staff workload distribution across multiple inquiry channels.