Smart Ticket Triage

A Laravel-based ticket management system with AI-powered ticket classification using OpenAI's GPT API.

Features

• 🎫 Ticket Management

  • Create and manage support tickets
  • View ticket history and status
  • Server-side pagination and search
  • Category-based filtering
  • Sortable columns

• 🤖 AI-Powered Classification

  • Automatic ticket categorization using OpenAI's GPT
  • Categories: Billing, Bug, Feature Request, General
  • Confidence scoring for classifications
  • Fallback to random classification if AI is disabled
  • Bulk classification using job queues

• 🎨 Modern UI

  • Clean and responsive design
  • Real-time search with debouncing
  • Interactive filters and sorting
  • Status indicators and category badges

Requirements

• PHP 8.1 or higher
• Composer
• Node.js and NPM
• MySQL or PostgreSQL
• OpenAI API key (for AI classification)

Installation

1. Clone the repository:

git clone https://github.com/yourusername/smart-ticket-triage.git
cd smart-ticket-triage

2. Install PHP dependencies:

composer install

3. Install JavaScript dependencies:

npm install

4. Copy the environment file:

cp .env.example .env

5. Generate application key:

php artisan key:generate

6. Configure your database in .env:

DB_CONNECTION=mysql
DB_HOST=127.0.0.1
DB_PORT=3306
DB_DATABASE=smart_ticket_triage
DB_USERNAME=your_username
DB_PASSWORD=your_password

7. Configure OpenAI API (optional):

OPENAI_API_KEY=your_openai_api_key
OPENAI_ENABLED=true

8. Run migrations and seeders:

php artisan migrate --seed

9. Start the development server:

php artisan serve

10. In a separate terminal, start Vite:

npm run dev

Usage

1. Access the application at http://localhost:8000
2. Create a new ticket using the "New Ticket" button
3. View and manage tickets in the ticket list
4. Use the search and filter options to find specific tickets
5. Click "Classify" on unclassified tickets to use AI classification

Bulk Classification

The application includes a command-line tool for bulk classification of tickets using job queues. This is useful for processing large numbers of tickets efficiently.

To use bulk classification:

1. Start the queue worker:

php artisan queue:work

2. Run the bulk classification command:

# Basic usage (process up to 100 tickets)
php artisan tickets:bulk-classify

# Process a specific number of tickets
php artisan tickets:bulk-classify --limit=50

# Process tickets with a specific status
php artisan tickets:bulk-classify --status=open

# Customize chunk size for better performance
php artisan tickets:bulk-classify --chunk=20

# Combine options
php artisan tickets:bulk-classify --status=open --limit=200 --chunk=25

Command Options:

• --status: Filter tickets by status (default: open)
• --limit: Maximum number of tickets to process (default: 100)
• --chunk: Number of tickets to process in each chunk (default: 10)

API Endpoints

• GET /api/tickets - List tickets with pagination, search, and filters
• POST /api/tickets - Create a new ticket
• GET /api/tickets/{id} - Get ticket details
• POST /api/tickets/{id}/classify - Classify a ticket using AI

Development

Running Tests

php artisan test

Building Assets

npm run build

Contributing

1. Fork the repository
2. Create your feature branch (git checkout -b feature/feature-name)
3. Commit your changes (git commit -m 'Add some new feature')
4. Push to the branch (git push origin feature/feature-name)
5. Open a Pull Request

License

This project is licensed under the MIT License - see the LICENSE file for details.

Acknowledgments

• Laravel
• Vue.js
• OpenAI
• Tailwind CSS