Internal IT Helpdesk Ticket Automation System

Overview

This is a web-based IT helpdesk system built using Flask and SQLite. I created it to simulate how internal IT teams track and manage support tickets.

Users can submit tickets, and the system automatically assigns a category and priority based on the issue description. On the admin side, tickets can be tracked through different stages and analyzed using built-in reports.

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Features

Ticket Submission

• Submit IT support tickets through a simple form
• Automatic categorization (e.g., network, account issues, software)
• Automatic priority assignment (Low, Medium, High)

Workflow Management

• Tickets move through multiple stages:
  • Open
  • In Progress
  • Pending Approval
  • Approved
  • Closed
• Tracks when tickets are created and resolved

Admin Dashboard

• View all submitted tickets
• Update ticket status
• Filter tickets by status

Reporting

• Tickets by status
• Tickets by priority
• Tickets created per day
• Average resolution time based on created and closed timestamps

Validation

• Basic form validation on both frontend and backend to prevent empty submissions

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Tech Stack

• Python
• Flask
• SQLite
• HTML/CSS

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What I Focused On

• Designing a simple but realistic ticket workflow
• Writing SQL queries for reporting (COUNT, GROUP BY, AVG)
• Tracking ticket lifecycle using timestamps
• Keeping the system easy to understand while still being practical

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How to Run

How to Run

1. Clone the repository and navigate into it: git clone https://github.com/christiandeguzman1/it-helpdesk-ticket-automation.git cd it-helpdesk-ticket-automation

2. Create a virtual environment: python3 -m venv venv

3. Activate the virtual environment:

• macOS/Linux: source venv/bin/activate
• Windows: venv\Scripts\activate

4. Install dependencies: pip install -r requirements.txt

5. Run the application: python app.py

6. Open your browser and go to: http://127.0.0.1:5000