AI-Powered Ticket Management System

A smart ticket management system that uses AI to automatically categorize, prioritize, and assign support tickets to the most appropriate moderators.

🚀 Features

• AI-Powered Ticket Processing

  • Automatic ticket categorization
  • Smart priority assignment
  • Skill-based moderator matching
  • AI-generated helpful notes for moderators

• Smart Moderator Assignment

  • Automatic matching of tickets to moderators based on skills
  • Fallback to admin assignment if no matching moderator is found
  • Skill-based routing system

• User Management

  • Role-based access control (User, Moderator, Admin)
  • Skill management for moderators
  • User authentication with JWT

• Background Processing

  • Event-driven architecture using Inngest
  • Automated email notifications
  • Asynchronous ticket processing

🛠️ Tech Stack

• Backend: Node.js with Express
• Database: MongoDB
• Authentication: JWT
• Background Jobs: Inngest
• AI Integration: Google Gemini API
• Email: Nodemailer with Mailtrap
• Development: Nodemon for hot reloading

📋 Prerequisites

• Node.js (v14 or higher)
• MongoDB
• Google Gemini API key
• Mailtrap account (for email testing)

⚙️ Installation

1. Clone the repository

   git clone <repository-url>
   cd ai-ticket-assistant

2. Install dependencies

   npm install

3. Environment Setup Create a .env file in the root directory with the following variables:

   # MongoDB
   MONGO_URI=your_mongodb_uri
   
   # JWT
   JWT_SECRET=your_jwt_secret
   
   # Email (Mailtrap)
   MAILTRAP_SMTP_HOST=your_mailtrap_host
   MAILTRAP_SMTP_PORT=your_mailtrap_port
   MAILTRAP_SMTP_USER=your_mailtrap_user
   MAILTRAP_SMTP_PASS=your_mailtrap_password
   
   # AI (Gemini)
   GEMINI_API_KEY=your_gemini_api_key
   
   # Application
   APP_URL=http://localhost:3000

🚀 Running the Application

1. Start the main server

   npm run dev

2. Start the Inngest dev server

   npm run inngest-dev

📝 API Endpoints

Authentication

• POST /api/auth/signup - Register a new user
• POST /api/auth/login - Login and get JWT token

Tickets

• POST /api/tickets - Create a new ticket
• GET /api/tickets - Get all tickets for logged-in user
• GET /api/tickets/:id - Get ticket details

Admin

• GET /api/auth/users - Get all users (Admin only)
• POST /api/auth/update-user - Update user role & skills (Admin only)

🔄 Ticket Processing Flow

1. Ticket Creation

   • User submits a ticket with a title and description
   • System creates initial ticket record

2. AI Processing

   • Inngest triggers on-ticket-created event
   • AI analyzes ticket content
   • Generates:
     • Required skills
     • Priority level
     • Helpful notes
     • Ticket type

3. Moderator Assignment

   • System searches for moderators with matching skills
   • Uses regex-based skill matching
   • Falls back to admin if no match found
   • Updates ticket with assignment

4. Notification

   • Sends email to assigned moderator
   • Includes ticket details and AI-generated notes

🧪 Testing

1. Start the Inngest dev server

   npm run inngest-dev

   This will start the Inngest development server at http://localhost:8288

2. Test Ticket Creation

   curl -X POST http://localhost:3000/api/tickets \
   -H "Content-Type: application/json" \
   -H "Authorization: Bearer YOUR_JWT_TOKEN" \
   -d '{
     "title": "Database Connection Issue",
     "description": "Experiencing intermittent database connection timeouts"
   }'

🔍 Troubleshooting

Common Issues

1. Port Conflicts If you see the "address already in use" error:

   # Find process using port 8288
   lsof -i :8288
   # Kill the process
   kill -9 <PID>

2. AI Processing Errors

   • Verify GEMINI_API_KEY in .env
   • Check API quota and limits
   • Validate request format

3. Email Issues

   • Verify Mailtrap credentials
   • Check SMTP settings
   • Monitor email delivery logs

📚 Dependencies

• @inngest/agent-kit: ^0.7.3
• bcrypt: ^5.1.1
• cors: ^2.8.5
• dotenv: ^16.5.0
• express: ^5.1.0
• inngest: ^3.35.0
• jsonwebtoken: ^9.0.2
• mongoose: ^8.13.2
• nodemailer: ^6.10.1

🤝 Contributing

we don't accept contributions for this project, as this is a part of a video and code files needs to given as it is.

🙏 Acknowledgments

• Inngest for background job processing
• Google Gemini for AI capabilities
• Mailtrap for email testing
• MongoDB for the database