AI SupportDesk API

Production-style FastAPI backend for AI-assisted customer support, ticket triage, internal notes, analytics, and role-based case management.

Overview

AI SupportDesk API is a backend system built for modern customer support workflows. It allows support teams to manage customer issues through authenticated APIs, structured ticket handling, internal notes, analytics, and AI-assisted classification.

This project was designed as a portfolio-ready Python backend project that reflects real business needs and real backend engineering practices.

Why This Project Matters

Many companies struggle with:

• slow support response times
• repetitive ticket handling
• poor ticket visibility
• weak escalation processes
• lack of support analytics
• manual triage of customer issues

This project solves those problems by providing a backend that can:

• create and manage support tickets
• classify tickets automatically
• suggest response drafts
• track internal support notes
• restrict sensitive actions by role
• provide ticket analytics for decision-making

Features

Authentication & Authorization

• User registration
• User login with JWT authentication
• Protected API routes
• Role-based access control
• Admin-only status update actions

Ticket Management

• Create tickets
• List tickets
• Retrieve single ticket
• Update ticket status
• Filter tickets by status, priority, and category
• Search tickets by customer name, email, subject, or message
• Pagination with limit and offset
• Sorting support for list endpoints

AI-Assisted Ticket Processing

• Automatic ticket classification
• Automatic priority assignment
• AI-generated ticket summary
• AI-generated suggested support reply
• Provider-ready AI service layer
• Fallback rule-based classification for reliability

Internal Collaboration

• Add internal notes to tickets
• List notes per ticket

Analytics

• Total tickets count
• Open tickets count
• In-progress tickets count
• Resolved tickets count
• Closed tickets count
• Escalated tickets count

Database & Engineering Quality

• PostgreSQL database
• SQLAlchemy ORM
• Alembic migrations
• Environment variable configuration
• Clean modular project structure

Tech Stack

• Python
• FastAPI
• PostgreSQL
• SQLAlchemy
• Alembic
• Pydantic
• JWT Authentication
• Passlib / bcrypt
• xAI Grok-ready service integration
• dotenv

Project Structure

ai-supportdesk-api/
│
├── alembic/
├── app/
│   ├── api/
│   │   ├── deps.py
│   │   └── v1/
│   │       ├── analytics.py
│   │       ├── auth.py
│   │       ├── notes.py
│   │       └── tickets.py
│   │
│   ├── core/
│   │   ├── config.py
│   │   ├── database.py
│   │   └── security.py
│   │
│   ├── models/
│   │   ├── note.py
│   │   ├── ticket.py
│   │   └── user.py
│   │
│   ├── schemas/
│   │   ├── analytics.py
│   │   ├── auth.py
│   │   ├── note.py
│   │   ├── ticket.py
│   │   └── user.py
│   │
│   ├── services/
│   │   └── ai_service.py
│   │
│   └── main.py
│
├── .env.example
├── alembic.ini
├── requirements.txt
└── README.md

Build by Ifeanyi Nwadike