How can I make JIRA ticket routing more context-aware using NLP or ML?

[aroojjaved93]

Hi Devs 👋

I recently launched an open-source project:
🔗 AI-Powered Ticket Routing & SLA Breach Prediction in JIRA

It’s a real-world solution designed to classify and assign incoming tickets using machine learning, with a predictive model for SLA breaches.

I’d love your feedback on:

👉 How to improve classification accuracy (especially edge cases)
👉 Any NLP libraries that can better handle technical or support-based language?
👉 Would integrating a BERT model or custom embeddings improve context detection?

Also open to contributions or collaboration ideas 🙌
Thanks in advance!

#jira #mlops #nlp #ticketingsystem #opensource #devtools