AI Ticketing System

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

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Tech Stack

• Backend → Node with ExpressJS
• Database → MongoDB
• Authentication → JWT (Json Web Token)
• Background Jobs → Inngest
• Email → Nodemailer with Mailtrap
• AI Integration → Google Gemini API
• Development → Nodemon for hot reloading

The system uses AI (Gemini) to

• Determine required skills
• Categorize the ticket
• Set priority
• Generate helpful notes

Event-driven architecture (via Inngest)

• AI-powered decision making
• Automated workflows
• Role-based access control
• Email notifications

High-level Architecture of the application

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Features of the Application

• AI-Powered Ticket Processing

  • Automatic ticket categorization
  • Smart priority assignment
  • Skill-based moderator selection
  • AI-generated helpful notes for moderator regarding the ticket

• Smart Moderator Assignment

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

• User Management

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

• Background Processing

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

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Prerequisite

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

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Author

• Soumo Sarkar

Reference

• Google AI Studio for Gemini API Key
• Mailtrap for testing and sending emails during development
• AgentKit by inngest
• MongoDB
• Nodemailer