How murari123-byte/ai-powered-customer-support-agentic-tickecting-system works
This is a customer-support ticketing application with a React interface, FastAPI backend, PostgreSQL state, and asynchronous AI work through Celery and local Ollama. The main workflow is ticket creation, background classification and routing, staff handling with knowledge-backed suggestions or agent tools, and human-controlled resolution or escalation. The graph also shows authentication, document ingestion and search, administration, SLA jobs, and evaluation tooling. Some subsystem links come from README descriptions or source-index references; unsampled route and worker details are not expanded beyond that evidence.
Main entry points: tasks.py Celery tasks · routes API routes · triage_service.py Ticket triage · ticket_service.py Ticket workflow
Components 27
Web interface
- React application
frontend/src/App.tsx - Ticket and admin pages
frontend/src/pages - Session context
frontend/src/auth/AuthContext.tsx - API client
frontend/src/api/client.ts - API endpoints
frontend/src/api/endpoints.ts
API and support domain
- FastAPI application
backend/app/main.py - API routes
backend/app/api/routes - Authentication service
backend/app/services/auth_service.py - Ticket workflow
backend/app/services/ticket_service.py - Ticket triage
backend/app/services/triage_service.py - Team and user services
backend/app/services/team_service.py
AI and knowledge
- Knowledge service
backend/app/services/knowledge_service.py - Document processing
backend/app/services/document_processing.py - Retrieval and answers
backend/app/ai/rag.py - Ticket classifier
backend/app/ai/classifier.py - AI ticket agent
backend/app/services/agent_service.py - Agent tools
backend/app/services/agent_tools.py - AI service
backend/app/ai/service.py - Ollama provider
backend/app/ai/providers
Persistence and jobs
- PostgreSQL and pgvector
backend/app/models - Celery tasks
backend/app/workers/tasks.py - SLA escalation
backend/app/services/sla_service.py - Redis queue
Evaluation
- AI evaluations
backend/evals/run_classification.py
Other components
- Customer
- Support staff
- Browser
Connections 39
- Customer → Browser: uses
README.md - Support staff → Browser: uses
README.md - Browser → React application: loads
README.md - React application → Ticket and admin pages: renders
frontend/src/App.tsx - Ticket and admin pages → Session context: reads session
frontend/src/pages/TicketsPage.tsx - Session context → API endpoints: calls
frontend/src/auth/AuthContext.tsx - Ticket and admin pages → API endpoints: calls
frontend/src/pages/TicketDetailPage.tsx - API endpoints → API client: uses
frontend/src/api/endpoints.ts - API client → FastAPI application: sends requests
README.md - FastAPI application → API routes: registers
backend/app/main.py - API routes → Authentication service: delegates
backend/app/api/routes/auth.py - API routes → Ticket workflow: dispatches
- API routes → Knowledge service: dispatches
- API routes → Team and user services: dispatches
- Authentication service → PostgreSQL and pgvector: reads and writes
backend/app/services/auth_service.py - Ticket workflow → PostgreSQL and pgvector: reads and writes
backend/app/services/ticket_service.py - Ticket workflow → Ticket triage: queues AI work
README.md - Ticket triage → Ticket classifier: classifies
backend/app/services/triage_service.py - Ticket triage → Retrieval and answers: retrieves context
backend/app/services/triage_service.py - Ticket triage → Ticket workflow: applies decisions
backend/app/services/triage_service.py - Knowledge service → Document processing: processes uploads
backend/app/services/knowledge_service.py - Knowledge service → PostgreSQL and pgvector: stores documents
backend/app/services/knowledge_service.py - Retrieval and answers → Knowledge service: searches articles
backend/app/ai/rag.py - Ticket classifier → AI service: requests output
backend/app/ai/classifier.py - Retrieval and answers → AI service: requests answers
backend/app/ai/rag.py - AI ticket agent → AI service: requests tool calls
backend/app/services/agent_service.py - AI ticket agent → Agent tools: dispatches tools
backend/app/services/agent_service.py - AI ticket agent → Ticket workflow: checks and changes tickets
backend/app/services/agent_service.py - AI service → Ollama provider: calls model
backend/app/ai/service.py - Ollama provider → PostgreSQL and pgvector: embeds for search
- Celery tasks → Ticket triage: runs
backend/app/workers/tasks.py - Celery tasks → AI ticket agent: runs
backend/app/workers/tasks.py - Celery tasks → Knowledge service: runs processing
backend/app/workers/tasks.py - Celery tasks → SLA escalation: runs checks
backend/app/workers/tasks.py - Celery tasks → Redis queue: consumes jobs
README.md - Redis queue → Celery tasks: dispatches jobs
README.md - Celery tasks → Ollama provider: uses local AI
README.md - AI evaluations → Ticket classifier: evaluates
backend/evals/run_classification.py - AI evaluations → AI service: uses
backend/evals/run_classification.py