Smart Support Desk-AI-Enabled Ticket Management System

PRIYA DHARSHINI.R — Thu, 07 May 2026 15:31:07 +0000

*Create Ticket & Email-to-Ticket Automation Module *

Developed an intelligent ticket management module for the Smart Support Desk AI-enabled system that allows users to create support tickets manually and automatically through email integration.

Key Features:

Manual Ticket Creation through a user-friendly web interface
Automatic Email-to-Ticket Generation using incoming support emails
AI-based Ticket Categorization (Network, Login, Software, etc.)
Priority Detection (High, Medium, Low)
Unique Ticket ID Generation
Real-time Ticket Status Tracking

Database Integration using Postgre SQL
Dashboard Visualization for ticket analytics and monitoring

Email-to-Ticket Workflow:

User sends an email to the support mailbox
System reads incoming emails automatically
Email subject and body are analyzed
AI predicts issue category and priority
A support ticket is generated instantly
Ticket details are stored in the database
Notification and acknowledgement email are sent to the user
The user will get the email along with ai suggestion(until the support team reaches the user support the user can be go ahead with ai-suggestion which was generated on email) in which priority the ticket was reached the support team.

Technologies Used:
Frontend: HTML, CSS, TypeScript
Backend: Node.js
Database: Postgre SQL
AI/ML: Python-based ticket classification model
Email Service: SMTP / IMAP Integration
Dashboard: AI -Dashboard and AI-Suggestion

Outcome:
This module reduces manual workload for support teams, improves response time, automates issue handling, and enables intelligent ticket processing in real-time enterprise environments.

DEV Community: PRIYA DHARSHINI.R

Smart Support Desk-AI-Enabled Ticket Management System