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Python Flask SQLite Reporting Workflow Repo Size Top Language Issues License Last Commit

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.

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

Tech Stack

  • Python
  • Flask
  • SQLite
  • HTML/CSS

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

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

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

  2. Run the application: python app.py

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