{"id":"https://openalex.org/W7204278631","doi":"https://doi.org/10.18421/tem153-07","title":"Utilizing k-Nearest Neighbors and Support Vector Machine for Ticket Support System","display_name":"Utilizing k-Nearest Neighbors and Support Vector Machine for Ticket Support System","publication_year":2026,"publication_date":"2026-08-26","ids":{"openalex":"https://openalex.org/W7204278631","doi":"https://doi.org/10.18421/tem153-07"},"language":"en","primary_location":{"id":"doi:10.18421/tem153-07","doi":"https://doi.org/10.18421/tem153-07","is_oa":true,"landing_page_url":"https://doi.org/10.18421/tem153-07","pdf_url":"https://www.temjournal.com/content/153/TEMJournalAugust2026_2126_2137.pdf","source":{"id":"https://openalex.org/S2738886008","display_name":"TEM Journal","issn_l":"2217-8309","issn":["2217-8309","2217-8333"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":["dongbi-d","erih-plus","norway-1","poland-20"],"host_organization":"https://openalex.org/P4310321448","host_organization_name":"UIKTEN","host_organization_lineage":["https://openalex.org/P4310321448"],"host_organization_lineage_names":["UIKTEN"],"type":"journal"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"TEM Journal","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://www.temjournal.com/content/153/TEMJournalAugust2026_2126_2137.pdf","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5148177472","display_name":"Faqihah Binti Zakir","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I173029219","display_name":"Multimedia University","ror":"https://ror.org/04zrbnc33","country_code":"MY","type":"education","lineage":["https://openalex.org/I173029219"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Faqihah Binti Zakir","raw_affiliation_strings":["Faculty of Computing and Informatics, Multimedia University, Jalan Multimedia, 63100 Cyberjaya, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty of Computing and Informatics, Multimedia University, Jalan Multimedia, 63100 Cyberjaya, Malaysia","institution_ids":["https://openalex.org/I173029219"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5039852954","display_name":"Su-Cheng Haw","orcid":"https://orcid.org/0000-0002-7190-0837","observed_orcids":["https://orcid.org/0000-0002-7190-0837"]},"institutions":[{"id":"https://openalex.org/I173029219","display_name":"Multimedia University","ror":"https://ror.org/04zrbnc33","country_code":"MY","type":"education","lineage":["https://openalex.org/I173029219"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Su-Cheng Haw","raw_affiliation_strings":["Faculty of Computing and Informatics, Multimedia University, Jalan Multimedia, 63100 Cyberjaya, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty of Computing and Informatics, Multimedia University, Jalan Multimedia, 63100 Cyberjaya, Malaysia","institution_ids":["https://openalex.org/I173029219"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5108995923","display_name":"Tong-Ern Tai","orcid":"https://orcid.org/0009-0009-2450-4856","observed_orcids":["https://orcid.org/0009-0009-2450-4856"]},"institutions":[{"id":"https://openalex.org/I173029219","display_name":"Multimedia University","ror":"https://ror.org/04zrbnc33","country_code":"MY","type":"education","lineage":["https://openalex.org/I173029219"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Tong-Ern Tai","raw_affiliation_strings":["Faculty of Computing and Informatics, Multimedia University, Jalan Multimedia, 63100 Cyberjaya, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty of Computing and Informatics, Multimedia University, Jalan Multimedia, 63100 Cyberjaya, Malaysia","institution_ids":["https://openalex.org/I173029219"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5050311679","display_name":"Kok-Why Ng","orcid":"https://orcid.org/0000-0003-4516-4634","observed_orcids":["https://orcid.org/0000-0003-4516-4634","https://orcid.org/0009-0004-7548-1061"]},"institutions":[{"id":"https://openalex.org/I173029219","display_name":"Multimedia University","ror":"https://ror.org/04zrbnc33","country_code":"MY","type":"education","lineage":["https://openalex.org/I173029219"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Kok-Why Ng","raw_affiliation_strings":["Faculty of Computing and Informatics, Multimedia University, Jalan Multimedia, 63100 Cyberjaya, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty of Computing and Informatics, Multimedia University, Jalan Multimedia, 63100 Cyberjaya, Malaysia","institution_ids":["https://openalex.org/I173029219"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5086451875","display_name":"Maw Maw","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I173029219","display_name":"Multimedia University","ror":"https://ror.org/04zrbnc33","country_code":"MY","type":"education","lineage":["https://openalex.org/I173029219"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Maw Maw","raw_affiliation_strings":["Faculty of Computing and Informatics, Multimedia University, Jalan Multimedia, 63100 Cyberjaya, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty of Computing and Informatics, Multimedia University, Jalan Multimedia, 63100 Cyberjaya, Malaysia","institution_ids":["https://openalex.org/I173029219"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I173029219"],"apc_list":{"value":600,"currency":"EUR","value_usd":647},"apc_paid":{"value":600,"currency":"EUR","value_usd":647},"fwci":0.0,"has_fulltext":true,"cited_by_count":0,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":"15","issue":"3","first_page":"2126","last_page":"2126"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T13373","display_name":"Data Mining and Machine Learning Applications","score":0.8687000274658203,"subfield":{"id":"https://openalex.org/subfields/1710","display_name":"Information Systems"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T13373","display_name":"Data Mining and Machine Learning Applications","score":0.8687000274658203,"subfield":{"id":"https://openalex.org/subfields/1710","display_name":"Information Systems"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.04280000180006027,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11550","display_name":"Text and Document Classification Technologies","score":0.025299999862909317,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/support-tickets","display_name":"support tickets","score":0.8259999752044678},{"id":"https://openalex.org/keywords/customer-service","display_name":"customer service","score":0.7390000224113464},{"id":"https://openalex.org/keywords/k-nearest-neighbors","display_name":"k-nearest neighbors","score":0.9440000057220459},{"id":"https://openalex.org/keywords/support-vector-machine","display_name":"support vector machine","score":0.8659999966621399},{"id":"https://openalex.org/keywords/resource-allocation","display_name":"resource allocation","score":0.5759999752044678},{"id":"https://openalex.org/keywords/it-service-management","display_name":"IT service management","score":0.609000027179718}],"concepts":[{"id":"https://openalex.org/C2776540713","wikidata":"https://www.wikidata.org/wiki/Q7800647","display_name":"Ticket","level":2,"score":0.9427000284194946},{"id":"https://openalex.org/C12267149","wikidata":"https://www.wikidata.org/wiki/Q282453","display_name":"Support vector machine","level":2,"score":0.8289999961853027},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.734499990940094},{"id":"https://openalex.org/C124101348","wikidata":"https://www.wikidata.org/wiki/Q172491","display_name":"Data mining","level":1,"score":0.4977000057697296},{"id":"https://openalex.org/C138268822","wikidata":"https://www.wikidata.org/wiki/Q1051925","display_name":"Resolution (logic)","level":2,"score":0.46149998903274536},{"id":"https://openalex.org/C150217764","wikidata":"https://www.wikidata.org/wiki/Q6803607","display_name":"Mean absolute percentage error","level":3,"score":0.44760000705718994},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.4307999908924103},{"id":"https://openalex.org/C139945424","wikidata":"https://www.wikidata.org/wiki/Q1940696","display_name":"Mean squared error","level":2,"score":0.41269999742507935},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.3652999997138977},{"id":"https://openalex.org/C84945661","wikidata":"https://www.wikidata.org/wiki/Q7366567","display_name":"Root cause","level":2,"score":0.30640000104904175},{"id":"https://openalex.org/C171078966","wikidata":"https://www.wikidata.org/wiki/Q111029","display_name":"Root (linguistics)","level":2,"score":0.2935999929904938},{"id":"https://openalex.org/C188154048","wikidata":"https://www.wikidata.org/wiki/Q6803609","display_name":"Mean absolute error","level":3,"score":0.2906999886035919},{"id":"https://openalex.org/C107327155","wikidata":"https://www.wikidata.org/wiki/Q330268","display_name":"Decision support system","level":2,"score":0.26899999380111694},{"id":"https://openalex.org/C169258074","wikidata":"https://www.wikidata.org/wiki/Q245748","display_name":"Random forest","level":2,"score":0.2635999917984009},{"id":"https://openalex.org/C774472","wikidata":"https://www.wikidata.org/wiki/Q6760393","display_name":"Margin (machine learning)","level":2,"score":0.2533999979496002}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.18421/tem153-07","doi":"https://doi.org/10.18421/tem153-07","is_oa":true,"landing_page_url":"https://doi.org/10.18421/tem153-07","pdf_url":"https://www.temjournal.com/content/153/TEMJournalAugust2026_2126_2137.pdf","source":{"id":"https://openalex.org/S2738886008","display_name":"TEM Journal","issn_l":"2217-8309","issn":["2217-8309","2217-8333"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":["dongbi-d","erih-plus","norway-1","poland-20"],"host_organization":"https://openalex.org/P4310321448","host_organization_name":"UIKTEN","host_organization_lineage":["https://openalex.org/P4310321448"],"host_organization_lineage_names":["UIKTEN"],"type":"journal"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"TEM Journal","raw_type":"journal-article"},{"id":"pmh:oai:shdl.mmu.edu.my:16564","doi":null,"is_oa":false,"landing_page_url":"https://shdl.mmu.edu.my/16564/1/TEMJournalAugust2026_2126_2137.pdf","pdf_url":"https://shdl.mmu.edu.my/16564/1/TEMJournalAugust2026_2126_2137.pdf","source":{"id":"https://openalex.org/S4377196753","display_name":"Siti Hasmah Digital Library-MMU Institutiona Repository (Multimedia University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I173029219","host_organization_name":"Multimedia University","host_organization_lineage":["https://openalex.org/I173029219"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"acceptedVersion","is_accepted":true,"is_published":false,"raw_source_name":null,"raw_type":"Article"}],"best_oa_location":{"id":"doi:10.18421/tem153-07","doi":"https://doi.org/10.18421/tem153-07","is_oa":true,"landing_page_url":"https://doi.org/10.18421/tem153-07","pdf_url":"https://www.temjournal.com/content/153/TEMJournalAugust2026_2126_2137.pdf","source":{"id":"https://openalex.org/S2738886008","display_name":"TEM Journal","issn_l":"2217-8309","issn":["2217-8309","2217-8333"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":["dongbi-d","erih-plus","norway-1","poland-20"],"host_organization":"https://openalex.org/P4310321448","host_organization_name":"UIKTEN","host_organization_lineage":["https://openalex.org/P4310321448"],"host_organization_lineage_names":["UIKTEN"],"type":"journal"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"TEM Journal","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W7204278631.pdf","grobid_xml":"https://content.openalex.org/works/W7204278631.grobid-xml"},"referenced_works_count":31,"referenced_works":["https://openalex.org/W1941659294","https://openalex.org/W1997102766","https://openalex.org/W2163063229","https://openalex.org/W2171033594","https://openalex.org/W2466891977","https://openalex.org/W2765320984","https://openalex.org/W2801952332","https://openalex.org/W2901499332","https://openalex.org/W2905224636","https://openalex.org/W2933299603","https://openalex.org/W2946475833","https://openalex.org/W2990216180","https://openalex.org/W3169208653","https://openalex.org/W4200080590","https://openalex.org/W4220967305","https://openalex.org/W4226341570","https://openalex.org/W4238567560","https://openalex.org/W4308095619","https://openalex.org/W4322624161","https://openalex.org/W4376125404","https://openalex.org/W4378647222","https://openalex.org/W4383070012","https://openalex.org/W4386452016","https://openalex.org/W4386629076","https://openalex.org/W4387191944","https://openalex.org/W4387411831","https://openalex.org/W4389319690","https://openalex.org/W4391329493","https://openalex.org/W4391529077","https://openalex.org/W4406285429","https://openalex.org/W4408909044"],"related_works":["https://openalex.org/W4399334587","https://openalex.org/W7070834090","https://openalex.org/W4389319690","https://openalex.org/W4403106789","https://openalex.org/W4410464109","https://openalex.org/W2466891977","https://openalex.org/W4288044062","https://openalex.org/W7216064802","https://openalex.org/W6995989898","https://openalex.org/W2197775601"],"abstract_inverted_index":{"Support":[0,45],"tickets":[1],"are":[2],"vital":[3],"for":[4],"providing":[5],"high-quality":[6],"customer":[7,11],"service.":[8],"Ensuring":[9],"very":[10],"has":[12],"a":[13],"positive":[14],"experience,":[15],"regardless":[16],"of":[17,83,119],"their":[18],"issue,":[19],"is":[20,78],"essential.":[21],"This":[22],"paper":[23],"explores":[24],"optimizing":[25],"support":[26,89],"ticket":[27,34,104],"systems":[28],"identifying":[29],"common":[30],"algorithms":[31,60],"and":[32,44,70,85,102,115],"predicting":[33],"resolution":[35,54],"time.":[36],"Leveraging":[37],"Machine":[38],"Learning,":[39],"specifically":[40],"k-Nearest":[41],"Neighbours":[42],"(KNN)":[43],"Vector":[46],"Machines":[47],"(SVM),":[48],"the":[49,81,117],"study":[50],"aims":[51],"to":[52,79],"predict":[53],"times":[55],"using":[56,64],"historical":[57],"data.":[58],"These":[59],"will":[61],"be":[62],"evaluated":[63],"Root":[65],"Mean":[66,71],"Squared":[67],"Error":[68,73],"(RMSE)":[69],"Absolute":[72],"(MAE)":[74],"metrics.":[75],"The":[76],"goal":[77],"assess":[80],"effectiveness":[82],"KNN":[84],"SVM":[86],"in":[87],"improving":[88],"processes.":[90],"Accurate":[91],"time":[92],"predictions":[93],"can":[94,111],"help":[95],"businesses":[96],"allocate":[97],"resources":[98],"proactively,":[99],"minimize":[100],"delays,":[101],"streamline":[103],"assignments.":[105],"By":[106],"applying":[107],"these":[108],"models,":[109],"organizations":[110],"enhance":[112],"response":[113],"efficiency":[114],"reduce":[116],"impact":[118],"unresolved":[120],"issues.":[121]},"counts_by_year":[],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2026-08-27T00:00:00"}
