A modern IT helpdesk platform that uses AI + vector embeddings to automatically classify, route, and assign tickets — eliminating manual workload and ensuring faster resolution.
This system transforms traditional IT support by integrating AI-driven automation at every step of the ticket lifecycle.
Instead of manually reading each ticket, interpreting the issue, guessing the right department, or assigning an engineer — the system uses Gemini AI, Google Embeddings, LangChain, and Pinecone to understand the problem and autonomously take action.
- Understands the problem written by the user
- Predicts the correct department
- Determines ticket priority
- Finds the best engineer using similarity search
- Assigns the ticket instantly
- Suggests similar historical issues to speed up resolution
No manual triaging. No guesswork. No delays. Just AI-powered smart routing.
Every ticket description and every engineer’s expertise is converted into a high-dimensional vector using:
- Google Generative AI Embeddings
- Stored inside Pinecone vector database
These embeddings capture meaning — so the system understands:
✅ “VPN not connecting” is similar to ✅ “Unable to access office network”
even though the words are different.
When a new ticket arrives:
✅ The description is converted into a vector ✅ Pinecone performs a similarity search ✅ Finds the engineers whose expertise vectors match the issue ✅ Assigns the right engineer automatically
This replaces human decision-making with pure semantic intelligence.
For every new issue, the system also retrieves:
- Past tickets
- Related problems
- Resolutions
This gives instant context to the engineer and reduces duplicate efforts.
Traditional IT helpdesk systems rely on:
- Manual reading
- Manual department routing
- Manual priority estimation
- Manual engineer assignment
This causes:
❌ Delays ❌ Misrouted tickets ❌ Overloaded engineers ❌ Slow resolution
With embeddings + vector search:
✅ Tickets are routed instantly ✅ Engineers get relevant tickets ✅ Admin workload drops to near zero ✅ System gets smarter as more data grows
Your helpdesk becomes a self-organizing AI system.
- Node.js / Express
- MongoDB
- Gemini 2.5 Flash
- Google Embeddings
- LangChain
- Pinecone Vector DB
- IMAP Email Integration
- JWT Authentication
- React + Vite
- Tailwind CSS
- ShadCN UI
- Axios
- React Router
Incoming emails from the support inbox are read using IMAP and automatically transformed into structured tickets. The AI then performs the same analysis and assignment as web-submitted tickets.
This means the entire support flow can run without human involvement.
Role-based authentication via JWT:
- Admin – manages engineers, departments, all tickets
- Engineer – views assigned tickets, resolves and closes them
✅ AI ticket classification ✅ Vector-based engineer assignment ✅ Similar ticket recommendations ✅ Admin & engineer dashboards ✅ Email → Ticket automation ⬜ Chatbot (coming soon) ⬜ Analytics dashboard (coming soon)
This project is actively evolving — more automation and intelligence coming soon.