A unified, AI-routed ticketing system that ingests support requests from a chatbot, email, GLPI and Solman into one queue — then classifies and routes them without a human triaging first.
Built on top of NullChat, extending a multilingual support chatbot into a full helpdesk backend.
Support tickets arrive through four different channels and land in four different places. Someone has to read each one, guess a category, guess a priority, and forward it to the right team. NullTicket collapses that into a single ingestion path with an LLM doing the first pass.
Unified ingestion — dedicated endpoints for chatbot, email, GLPI webhook and Solman webhook. Every ticket carries its source.
AI classification — LLaMA 3.1 (via Groq) assigns one of 13 categories and one of 5 priority levels, with a confidence score and extracted keywords. Falls back to keyword matching when the model is unavailable.
Intelligent routing — a 4-strategy engine: explicit rules, learned patterns, team load balancing, and category/keyword matching.
Admin dashboard — ticket management, team assignment, knowledge base, and external-system integration status.
Backed by 13 database models covering tickets, teams, routing rules, knowledge base articles and external system links.
Requires Python 3.11+, Node.js 18+, and a free Groq API key.
Backend:
cd backend
python -m venv venv && source venv/bin/activate # Windows: .\venv\Scripts\Activate.ps1
pip install -r requirements.txt
cp .env.example .env # add GROQ_API_KEY
uvicorn app.main:app --reloadFrontend (Next.js, at the repo root):
npm install
npm run devNote:
frontend/contains a second copy of the same Next.js app. The root one is the one wired up for deployment —frontend/can be ignored.
On Windows, start_all.bat launches both.
Minimum config is GROQ_API_KEY plus DATABASE_URL — SQLite works for
development; see migrate_to_postgres.py for
the Postgres path.
- QUICKSTART.md — setup walkthrough (note: its paths predate a repo reorg; use the commands above)
- PROJECT_SUMMARY.md — full architecture and feature breakdown
- DOCUMENTATION_INDEX.md — everything else
- backend/GMAIL_SMTP_SETUP.md — email ingestion setup
Next.js 15 · React 19 · Tailwind · Radix UI · FastAPI · SQLAlchemy · Groq (LLaMA 3.1) · SQLite/Postgres