How sahiithiii/intellidesk-ai-assisted-it-service-ticketing-system works
IntelliDesk is an AI-assisted IT helpdesk: employees submit tickets, the API classifies and prioritizes them, assigns an agent, and tracks lifecycle and SLA state; agents and admins work tickets and review analytics. The React client provides role-based views and calls the FastAPI API. Documented capabilities also include similar-ticket and knowledge-base suggestions, audit history, and SLA-breach escalation. Some routers and ML modules were not sampled, so their placement follows the README; uncertain implementation-level links are omitted.
Main entry points: ticket_service.py Ticket lifecycle · main.py FastAPI app · App.jsx Role-based routes · client.js HTTP client
Components 20
Web client
- Role-based routes
frontend/src/App.jsx - Session context
frontend/src/context/AuthContext.jsx - Ticket submission
frontend/src/pages/SubmitTicket.jsx - Ticket work views
frontend/src/pages/TicketDetail.jsx - Analytics view
frontend/src/pages/Analytics.jsx - HTTP client
frontend/src/api/client.js
API and access
- FastAPI app
backend/app/main.py - Authentication
backend/app/routers/auth.py - Ticket endpoints
backend/app/routers/tickets.py - User endpoints
backend/app/routers/users.py - Analytics endpoint
backend/app/routers/analytics.py - JWT and passwords
backend/app/auth.py
Ticket operations
- Ticket lifecycle
backend/app/services/ticket_service.py
Triage and SLA
- Classification
backend/app/ml/classifier.py - Similar and KB suggestions
backend/app/ml/similarity.py - SLA escalation
backend/app/services/sla_engine.py
Persistent state
- SQL database
backend/app/database.py - Domain records
backend/app/models.py
Other components
- Employee
- Agent / admin
Connections 28
- Employee → Role-based routes: uses
- Agent / admin → Role-based routes: uses
- Role-based routes → Ticket submission: routes
- Role-based routes → Ticket work views: routes
- Role-based routes → Analytics view: routes
- Role-based routes → Session context: provides session
- Session context → HTTP client: requests auth
- Ticket submission → HTTP client: submits ticket
- Ticket work views → HTTP client: loads and updates
- Analytics view → HTTP client: fetches analytics
- HTTP client → FastAPI app: HTTP requests
- FastAPI app → Authentication: registers
- FastAPI app → Ticket endpoints: registers
- FastAPI app → User endpoints: registers
- FastAPI app → Analytics endpoint: registers
- Authentication → JWT and passwords: hashes and issues tokens
- Ticket endpoints → Ticket lifecycle: delegates ticket work
- Ticket endpoints → Ticket lifecycle: requests suggestions
- Ticket lifecycle → Classification: classifies
- Ticket lifecycle → Similar and KB suggestions: finds suggestions
- Ticket lifecycle → SQL database: reads and writes
- Ticket lifecycle → Domain records: uses records
- Analytics endpoint → SQL database: aggregates ticket data
- Analytics endpoint → Domain records: queries records
- SLA escalation → SQL database: scans and updates
- SLA escalation → Domain records: queries records
- SLA escalation → Ticket lifecycle: logs history
- FastAPI app → SLA escalation: starts and stops