IT Support Agent

AI-powered IT support ticket management system with intelligent policy consultation and automated troubleshooting assistance.

🎥 Demo Video

Watch Live Demo - See the AI agent in action with ticket management, chat interface, and policy consultation.

Features

🎫 Ticket Management

• Create, track, and manage IT support tickets
• Automatic AI analysis of new tickets
• Status tracking (New → In Progress → Resolved → Closed)
• Priority assignment and filtering

🤖 AI Assistant

• Chat interface for instant IT support
• Policy consultation with citations
• Transparent reasoning and decision-making
• Step-by-step troubleshooting guides

📊 Analytics Dashboard

• Ticket metrics and trends
• Status and priority distributions
• Resolution rate tracking
• Performance insights

Architecture

Backend (Python FastAPI)

• RESTful API for ticket management
• Groq LLM integration for AI responses
• Policy database and search
• Audit logging and compliance

Frontend (React/Next.js)

• Modern, responsive dashboard
• Real-time ticket updates
• Interactive chat interface
• Analytics visualizations

Quick Start

1. Clone and Setup

# Clone the repository
git clone https://github.com/RandomProjects-db/it-support-agent.git
cd it-support-agent

# Copy environment template and add your API key
cp .env.example .env
# Edit .env file and replace with your actual Groq API key:
# GROQ_API_KEY=your-actual-groq-api-key-here

2. Start Backend API

# Install Python dependencies
pip install fastapi uvicorn requests python-dotenv

# Start the API server
python main.py

API will be available at: http://localhost:8000

3. Start Frontend

# Navigate to frontend directory
cd frontend

# Install dependencies
npm install

# Start the development server
npm run dev

Frontend will be available at: http://localhost:3000

4. Get Your Groq API Key

1. Go to https://console.groq.com
2. Sign up for a free account
3. Get your API key from the dashboard
4. Add it to your .env file

2. Start the Frontend

# Navigate to frontend directory
cd frontend

# Install dependencies
npm install

# Start the development server
npm run dev

Frontend will be available at: http://localhost:3000

API Endpoints

Tickets

• GET /api/tickets - List all tickets
• POST /api/tickets - Create new ticket
• PATCH /api/tickets/{id} - Update ticket status

AI Assistant

• POST /api/chat - Chat with AI assistant
• GET /api/policies - List IT policies

Analytics

• GET /api/analytics - Get ticket analytics

Usage Examples

Creating a Ticket

POST /api/tickets
{
  "title": "VPN Connection Issues",
  "description": "Cannot connect to company VPN from home",
  "user_email": "user@company.com",
  "priority": "high"
}

Chat with AI Assistant

POST /api/chat
{
  "message": "How do I reset my password?"
}

AI Features

Policy Consultation

• Automatically references relevant IT policies
• Provides step-by-step instructions
• Indicates if actions require approval

Transparent Reasoning

• Explains decision-making process
• Cites policy sources
• Logs all actions for compliance

Intelligent Analysis

• Categorizes tickets automatically
• Suggests troubleshooting steps
• Prioritizes based on severity

Configuration

The system uses Groq API for LLM integration. The API key is configured in main.py.

For production deployment:

1. Set environment variables for API keys
2. Use a proper database (PostgreSQL, MySQL)
3. Implement user authentication
4. Add rate limiting and security measures

Technology Stack

• Backend: Python, FastAPI, Groq API
• Frontend: React, Next.js, TypeScript, Tailwind CSS
• AI: Llama 3.1 via Groq
• Storage: In-memory (development), JSON files

Troubleshooting

Common Issues

"ModuleNotFoundError: No module named 'dotenv'"

pip install python-dotenv

"API service temporarily unavailable"

• Check your Groq API key in .env file
• Ensure you have internet connection
• Verify API key is valid at console.groq.com

Port 8000 already in use

# Kill existing process
lsof -i :8000
kill <PID>

Frontend can't connect to API

• Ensure backend is running on http://localhost:8000
• Check browser console for CORS errors
• Restart both frontend and backend

Development

The system is designed for local development with external AI services:

• Backend runs locally with full API functionality
• Frontend connects to local backend
• AI responses fetched from Groq cloud service
• All data stored locally for privacy and compliance