Key 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 their skills.
  • Fallback to admin assignment if no suitable moderator is found.
  • Skill-based routing system to ensure tickets are handled by the most qualified personnel.
• User Management:
  • Role-based access control (User, Moderator, Admin).
  • Skill management for moderators.
  • User authentication using JWT (JSON Web Tokens).
• Background Processing:
  • Event-driven architecture facilitated by Inngest for background jobs.
  • Automated email notifications.
  • Asynchronous ticket processing for improved performance.

Technologies Used

The project is built with a modern stack, combining robust backend services with powerful AI capabilities:

• Backend: Node.js with Express
• Database: MongoDB
• Authentication: JWT
• Background Jobs: Inngest (for event-driven workflows and durable functions)
• AI Integration: Google Gemini API (for intelligent ticket analysis and processing)
• Email: Nodemailer with Mailtrap (for email testing)
• Development: Nodemon (for hot reloading)

How It Works

The AI Ticket Agent operates through a streamlined process:

1. Ticket Creation: A user submits a support ticket with a title and description. The system records the initial ticket.
2. AI Processing: An on-ticket-created event is triggered via Inngest. An AI agent (powered by Google Gemini) analyzes the ticket content to generate:
   • Required skills for resolution.
   • A priority level.
   • Helpful notes for the assigned moderator.
3. Moderator Assignment: The system searches for moderators with skills matching the ticket's requirements. If a match is found, the ticket is assigned; otherwise, it falls back to administrator assignment.
4. Notification: An email notification containing ticket details and AI-generated notes is sent to the assigned moderator.
5. Resolution: The moderator addresses the ticket and resolves it, updating the system accordingly.

Installation & Setup

1. Clone the Repository:

    git clone https://github.com/Vedant224/aiticketagent.git
    cd aiticketagent

2. Install Dependencies: Navigate into both ai-ticket-assistant and ai-ticket-frontend directories and install their respective dependencies:

3. Environment Variables: Create a .env file in the ai-ticket-assistant directory and configure the following:

    MONGO_URI=your_mongodb_uri
    JWT_SECRET=your_jwt_secret
    MAILTRAP_SMTP_HOST=your_mailtrap_host
    MAILTRAP_SMTP_PORT=your_mailtrap_port
    MAILTRAP_SMTP_USER=your_mailtrap_user
    MAILTRAP_SMTP_PASS=your_mailtrap_password
    GEMINI_API_KEY=your_gemini_api_key
    APP_URL=http://localhost:your_frontend_port

4. Run the Application:

   Start the backend server:

   bash npm run dev npm run inngest-dev

   1. Access the application through your web browser at the specified APP_URL.

5. Register a new user or log in with existing credentials.

6. Submit a new support ticket with a descriptive title and detailed description.

7. Monitor the ticket's progress as it is processed by the AI and assigned to a moderator.

8. Admins can manage users, roles, and skills via the admin interface.

API Endpoints

Authentication:

• POST /api/auth/signup: Register a new user.
• POST /api/auth/login: Login and receive a JWT token.

Tickets:

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

Admin (Admin Only):

• GET /api/auth/users: Get a list of all users.
• POST /api/auth/update-user: Update user roles and skills.

Troubleshooting

AI Processing Errors:

• Verify your GEMINI_API_KEY in the .env file.
• Check your Google Gemini API quota and limits.
• Validate the request format being sent to the AI API.

Email Issues:

• Verify your Mailtrap credentials and SMTP settings.
• Monitor Mailtrap's email delivery logs for any errors.