I am a beginner in ML, let me start there. I'm trying to implement an intelligent system capable of routing a ticket (in a ticket system) to the appropriate location depending on a few parameters, 5-10.
How should the algorithm work?
For example, the ticket "1234" is sent to "accounting" by a human, normally by reading the description and title of the ticket (search for keywords). The ML algorithm should learn where tickets go based on where similar tickets (based on the same keywords) have been used before.
What I've tried
I do not know how to turn keywords into numeric parameters (or vectors?) That can be integrated 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 that. Linear regression is also a simpler algorithm that I can implement myself.
Is linear regression the solution? How to transform a paragraph of arbitrary length (ticket description) into meaningful keywords to use by the algorithm?