TicketFlow 🎫

A production-ready Help Desk Ticket Management System built to streamline IT support operations through a modern web-based platform.

TicketFlow enables organizations to manage support requests, assign technicians, track ticket progress, and monitor IT operations through a centralized dashboard.

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🚀 Overview

Traditional IT support workflows often depend on emails, spreadsheets, or messaging applications, causing:

• Lost support requests
• Poor visibility
• No assignment workflow
• Difficult ticket tracking
• Lack of operational insights

TicketFlow solves this by providing a structured ticket lifecycle management system.

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✨ Core Features

🔐 Authentication

• Secure login system
• JWT-based authentication
• Password hashing
• Role-Based Access Control (RBAC)

Supported roles:

• Administrator
• Technician
• Employee

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🎫 Ticket Management

Users can:

• Create support tickets
• Track ticket status
• View ticket history

Technicians can:

• View assigned tickets
• Update ticket status

Administrators can:

• Assign technicians
• Manage ticket workflow
• Monitor support activity

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📊 Dashboard

Provides operational visibility through:

• Total tickets
• Open tickets
• In-progress tickets
• Closed tickets
• Assigned workload overview
• Recent ticket activity

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🏗️ Architecture

TicketFlow follows production-grade software architecture principles:

• Feature-Based Architecture
• Clean Architecture
• RESTful API Design
• Modular Backend Structure
• Component-Based Frontend
• Docker-Based Deployment

High-level architecture:

Client

↓

Next.js Frontend

↓

FastAPI Backend

↓

PostgreSQL Database

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🛠️ Tech Stack

Frontend

• Next.js
• React
• TypeScript
• Tailwind CSS

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Backend

• FastAPI
• Python
• SQLAlchemy 2.x
• Pydantic

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Database

• PostgreSQL
• Alembic Migrations

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Infrastructure

• Docker
• Docker Compose
• Nginx
• GitHub Actions

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📁 Project Structure

ticketflow/

├── apps/
│
│   ├── api/
│   │   └── FastAPI Backend
│   │
│   └── web/
│       └── Next.js Frontend
│
├── docs/
│   ├── product/
│   ├── architecture/
│   ├── development/
│   └── adr/
│
├── infra/
│   ├── docker/
│   ├── nginx/
│   └── monitoring/
│
├── shared/
│   ├── contracts/
│   └── constants/
│
└── docker-compose.yml

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📚 Documentation

Complete project documentation is available inside:

docs/

Includes:

Product

• Product Requirements Document

Architecture

• System Architecture
• Database Design
• API Guide
• Security Guidelines
• Deployment Guide

Development

• Development Rules

ADRs

• Architecture Decision Records

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🗄️ Database Design

TicketFlow uses PostgreSQL with a relational model.

Core entities:

Users

↓

Tickets

A user can:

• Create tickets
• Be assigned as a technician

Database documentation:

docs/architecture/database-design.md

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🔌 API

REST API version:

/api/v1

Authentication:

Authorization: Bearer <JWT_TOKEN>

API documentation:

docs/architecture/api-guide.md

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🔒 Security

Security practices include:

• JWT authentication
• bcrypt password hashing
• RBAC authorization
• Input validation
• Secure environment variables
• Protected API endpoints

Security documentation:

docs/architecture/security.md

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🐳 Running Locally

Requirements

• Docker
• Docker Compose
• Git

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Clone Repository

git clone https://github.com/<username>/ticketflow.git

cd ticketflow

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Environment Setup

Create environment files:

.env

based on:

.env.example

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Start Application

docker compose up --build

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🧪 Development Workflow

The project follows:

• Feature-based development
• Conventional commits
• Code review practices
• Automated testing
• Documentation-driven development

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🧭 Roadmap

MVP

• Authentication
• User Roles
• Ticket Creation
• Ticket Assignment
• Ticket Status Management
• Dashboard

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Future Releases

Planned:

• Ticket Comments
• File Attachments
• Email Notifications
• Knowledge Base
• Advanced Analytics
• AI Ticket Assistant
• Audit Logs

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📌 Engineering Decisions

Important architectural decisions are documented in:

docs/adr/

Examples:

• Why Monorepo?
• Why PostgreSQL?
• Why Feature-Based Architecture?
• Why JWT Authentication?

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🤝 Contribution

Contributions should follow:

• Development rules
• Coding standards
• Architecture guidelines

Before submitting changes:

• Run tests
• Check formatting
• Update documentation

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📄 License

This project is currently maintained as a portfolio and learning project.

License information will be added in future releases.

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👨‍💻 Author

Developed as a production-oriented IT Support Management System.

Built with:

• FastAPI
• Next.js
• PostgreSQL
• Docker