🎫 Ticket AI - Intelligent Support Ticket Management System

A modern, full-stack ticket management system powered by AI for intelligent ticket triage, automated assignment, and streamlined workflow management.

✨ Features

🤖 AI-Powered Ticket Analysis

• Automatic Priority Detection: AI analyzes tickets and assigns priority levels (Low, Medium, High)
• Smart Skill Matching: Identifies required technical skills for each ticket
• Intelligent Assignment: Automatically assigns tickets to moderators with matching skills
• Helpful Notes Generation: Provides detailed analysis and helpful resources for resolution

👥 User Management & Roles

• Multi-Role System: User, Moderator, and Admin roles with different permissions
• Skill-Based Matching: Users can have skills for intelligent ticket assignment
• Admin Panel: Comprehensive user management with role and skill editing

📧 Automated Notifications

• Welcome Emails: Automated welcome messages for new users
• Assignment Notifications: Email alerts when tickets are assigned to moderators
• Background Processing: Uses Inngest for reliable background job processing

🎨 Modern UI/UX

• Responsive Design: Works seamlessly on desktop and mobile
• Real-time Updates: Dynamic ticket status updates
• Markdown Support: Rich text formatting in ticket notes
• Intuitive Navigation: Clean, modern interface built with React and Tailwind CSS

🏗️ Architecture

Frontend

• React 19 with modern hooks and components
• Tailwind CSS 4 for responsive styling
• DaisyUI for consistent UI components
• React Router for client-side routing
• React Markdown for rich text rendering

Backend

• Node.js with Express.js framework
• MongoDB with Mongoose ODM
• JWT Authentication for secure user sessions
• bcrypt for password hashing
• CORS enabled for cross-origin requests

AI & Automation

• Google Gemini AI for intelligent ticket analysis
• Inngest for background job processing
• Nodemailer for email notifications
• Mailtrap for email testing

🚀 Quick Start

Prerequisites

• Node.js (v18 or higher)
• MongoDB Atlas account or local MongoDB instance
• Google AI API key (Gemini)
• Mailtrap account for email testing

Installation

1. Clone the repository

   git clone <repository-url>
   cd Ai_agent

2. Install dependencies

   # Install server dependencies
   cd server
   npm install
   
   # Install client dependencies
   cd ../client
   npm install

3. Environment Setup

   Server (.env)

   PORT=3000
   MONGO_URI=your_mongodb_connection_string
   GEMINI_API_KEY=your_google_ai_api_key
   JWT_SECRET=your_jwt_secret_key
   
   # Mailtrap SMTP Configuration
   MAILTRAP_SMTP_HOST=sandbox.smtp.mailtrap.io
   MAILTRAP_SMTP_PORT=2525
   MAILTRAP_SMTP_USER=your_mailtrap_user
   MAILTRAP_SMTP_PASS=your_mailtrap_password

   Client (.env)

   VITE_SERVER_URL=http://localhost:3000

4. Start the application

   Terminal 1 - Start the server:

   cd server
   npm run dev

   Terminal 2 - Start the client:

   cd client
   npm run dev

   Terminal 3 - Start Inngest (for background jobs):

   cd server
   npm run inngest-dev

5. Access the application

   • Frontend: http://localhost:5173
   • Backend API: http://localhost:3000
   • Inngest Dev Server: http://localhost:8288

📁 Project Structure

Ai_agent/
├── client/                 # React frontend application
│   ├── src/
│   │   ├── components/     # Reusable React components
│   │   │   ├── check-auth.jsx
│   │   │   └── navbar.jsx
│   │   ├── page/          # Page components
│   │   │   ├── admin.jsx
│   │   │   ├── login.jsx
│   │   │   ├── signup.jsx
│   │   │   ├── ticket.jsx
│   │   │   └── tickets.jsx
│   │   ├── assets/        # Static assets
│   │   ├── index.css      # Global styles
│   │   └── main.jsx       # App entry point
│   ├── package.json
│   └── vite.config.js
├── server/                # Node.js backend application
│   ├── controllers/       # Route handlers
│   │   ├── ticket.controller.js
│   │   └── user.controller.js
│   ├── middleware/        # Custom middleware
│   │   └── auth.js
│   ├── models/           # Database models
│   │   ├── ticket.model.js
│   │   └── user.models.js
│   ├── routes/           # API routes
│   │   ├── ticket.routes.js
│   │   └── user.routes.js
│   ├── inngest/          # Background job functions
│   │   ├── client.js
│   │   └── functions/
│   │       ├── on-ticket-create.js
│   │       └── OnSignup.js
│   ├── utils/            # Utility functions
│   │   ├── api.js        # AI integration
│   │   └── mailer.js     # Email utilities
│   ├── index.js          # Server entry point
│   └── package.json
└── README.md

🔧 API Endpoints

Authentication

• POST /api/users/signup - User registration
• POST /api/users/login - User login
• POST /api/users/logout - User logout

User Management

• GET /api/users/user - Get current user info
• POST /api/users/update-user - Update user (Admin only)

Tickets

• GET /api/tickets - Get all tickets (filtered by role)
• GET /api/tickets/:id - Get specific ticket
• POST /api/tickets - Create new ticket

Background Jobs

• POST /api/inngest - Inngest webhook endpoint

🔐 User Roles & Permissions

User

• Create and view their own tickets
• Update personal profile

Moderator

• View all tickets
• Access detailed ticket information including AI analysis
• Receive ticket assignments based on skills

Admin

• Full system access
• User management capabilities
• Role and skill assignment
• View all tickets and users

🤖 AI Integration

The system uses Google's Gemini AI to automatically analyze tickets and provide:

• Priority Assessment: Automatically categorizes tickets as Low, Medium, or High priority
• Skill Identification: Determines required technical skills for resolution
• Solution Guidance: Provides helpful notes and potential solutions
• Resource Links: Suggests relevant documentation and resources

📧 Email Automation

Automated email notifications for:

• Welcome emails for new user registrations
• Assignment notifications when tickets are assigned to moderators
• Status updates for ticket progress (configurable)

🛠️ Development

Available Scripts

Server:

• npm run dev - Start development server with nodemon
• npm run inngest-dev - Start Inngest development server

Client:

• npm run dev - Start Vite development server
• npm run build - Build for production
• npm run preview - Preview production build
• npm run lint - Run ESLint

Database Schema

User Model:

{
  email: String (required, unique),
  password: String (required, hashed),
  role: String (enum: ["user", "moderator", "admin"]),
  skills: [String],
  createdAt: Date
}

Ticket Model:

{
  title: String,
  description: String,
  status: String (default: "TODO"),
  createdBy: ObjectId (ref: User),
  assignedTo: ObjectId (ref: User),
  priority: String,
  deadline: Date,
  helpfulNotes: String,
  relatedSkills: [String],
  createdAt: Date
}

🚀 Deployment

Production Environment Setup

1. Environment Variables: Update production URLs and API keys
2. Database: Configure production MongoDB instance
3. Email Service: Set up production email service (replace Mailtrap)
4. Build: Run npm run build in client directory
5. Server: Deploy server with PM2 or similar process manager

Recommended Hosting

• Frontend: Vercel, Netlify, or similar static hosting
• Backend: Railway, Render, or AWS EC2
• Database: MongoDB Atlas
• Email: SendGrid, AWS SES, or similar production email service

🤝 Contributing

1. Fork the repository
2. Create a feature branch (git checkout -b feature/amazing-feature)
3. Commit your changes (git commit -m 'Add amazing feature')
4. Push to the branch (git push origin feature/amazing-feature)
5. Open a Pull Request

📝 License

This project is licensed under the ISC License.

👨‍💻 Author

Created by Rishi Shanbhag

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🆘 Support

If you encounter any issues or have questions:

1. Check the Issues section
2. Create a new issue with detailed information
3. Contact the maintainer

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