The primary information will be in the support database and contained on the support ticket, however understanding if this is a repeated request from within the support ticket database can improve customer experience when customers are having trouble with support. Adding information about the products the customer has purchased and their value to the company may allow for better classification and routing of tickets. All this data needs to be cleaned, joined and transformed into valuable ML features before going into model training. This pre-modeling prep process can be frustrating and time consuming. We are here to help.