# Algorithm suggestion for ticket routing system using Machine Learning

Background info

I'm a beginner in ML, let me start there. I'm trying to implement an intelligent system that can route a ticket (in a ticketing system), to the appropriate place based on a few parameters, 5-10.

How the algorithm should work

For example, ticket '1234' gets sent to 'accounting' by human, normally by reading the ticket description and title (finding keywords). The ML algorithm should learn where tickets go based on where similar (based on same keywords) tickets have gone before.

What I've tried

I implemented a very simple NN in JavaScript using the sigmoid function to predict discrete yes/no type of outputs. If I remove the sigmoid function, I could predict where the ticket should go, based on keywords turned into parameters, perhaps using linear regression.

The problem

I'm not sure how I can turn keywords into number parameters, (or vectors?), that can be fed into a simple linear regression implementation. With my limited knowledge, I'm not sure if linear regression is the way to go but it certainly sounds like it. Linear regression is also a simpler algorithm I'll be able to implement myself.

Is linear regression the way to go? How can I turn an arbitrary-length paragraph (ticket description) into meaningful keywords to be used by the algorithm?

Ideally this would be JavaScript, but I see no tags for JavaScript. Odd.

• @"I see no tags for JavaScript" That is because here in Computer Science we deal with computer science questions, not programming questions (see our FAQ). For the latter there is Stack Overflow. Mar 11, 2019 at 16:15
• @dkaeae I see. However I had to post this question here as one of the top places for Machine Learning questions. Should this go somewhere else? Mar 11, 2019 at 16:18
• Unless your question depends on using JavaScript or specifics thereof, it should be fine here. Though you might want to edit your question so that JS is only cursory mentioned (so it is clear you are not expecting to see JS code in answers). Mar 11, 2019 at 16:20
• @dkaeae, I think "Ideally this would be JavaScript..." will take care of that. Thanks for clarifying. Mar 11, 2019 at 16:22