Auto-Tagging Support Tickets

PandasHardSenior level~10 min

Problem

You are given two DataFrames. `category_terms` has columns `category_id` and `term` (the pair is unique). `tickets` has columns `ticket_id` and `message` (`ticket_id` is unique).

Tag each ticket by category. A ticket belongs to a category if at least one of that category's terms appears in the message as a whole word, matched case-insensitively (so `'vpn'` matches `'VPN'` but not `'envpn'`). For each ticket return `ticket_id` and `category`: the matching category ids joined by commas and sorted ascending. If no term matches, `category` is the literal text `'Unclassified'`. Return rows ordered by `ticket_id`.

Input data

Example rows — the live problem includes the full dataset.

category_terms

category_id	term
1	refund
1	billing
3	crash
2	login

tickets

ticket_id	message
1	I need a refund for my order
2	the billing and refund both wrong
3	app keeps crash and login fails
4	crashing happened then a refunded note

Expected output

Your answer should return 4 rows with the columns ticket_id, category.

Starter code (Pandas (Python))

import pandas as pd

def auto_tag_tickets(category_terms, tickets) -> pd.DataFrame:
    # Your code here
    return tickets

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