AI-Powered IT Support Automation

An intelligent IT support ticketing system that uses AI to automatically triage, categorize, and resolve common support requests, reducing response time and improving efficiency.

Features

• Intelligent Ticket Triage: Uses AI (Groq LLaMA) to analyze and categorize incoming support tickets
• Automated Resolution: Automatically resolves common issues like password resets
• Smart Routing: Routes complex issues to human support with AI-generated suggestions
• Priority Detection: Identifies urgent tickets based on content and sentiment analysis
• Comprehensive Logging: Tracks all tickets in Google Sheets for reporting and analytics

Architecture

Support Ticket (Webhook) 
    ↓
AI Analysis (Groq LLaMA 3.3)
    ↓
Decision Logic (IF Node)
    ↓
├─→ Auto-Resolve (Password Resets, etc.)
└─→ Route to Human (Complex Issues)
    ↓
Google Sheets Logging

Use Cases

• Password Resets: Instantly provides reset links and instructions
• Hardware Issues: Routes to technical team with AI diagnostic suggestions
• Software Requests: Categorizes and prioritizes based on urgency
• Network Problems: Escalates critical connectivity issues

Tech Stack

• n8n: Workflow automation platform
• Groq API: Fast AI inference (LLaMA 3.3 70B)
• Google Sheets: Ticket logging and analytics
• Webhook: RESTful API endpoint for ticket submission

Prerequisites

• n8n installed (local or cloud)
• Groq API account (free tier available)
• Google account for Sheets integration

Setup Instructions

See SETUP.md for detailed installation steps.

Screenshots

Workflow Overview

Complete n8n workflow showing AI triage, decision logic, and automated responses

Successful Execution

Workflow execution showing all nodes processing successfully

Ticket Logging

Automated ticket logging in Google Sheets with categorization and status

Sample Output

Auto-Resolved Ticket (Password Reset):

• Status: auto_resolved
• Response time: Immediate
• AI provides reset instructions automatically

Human Review Ticket (Hardware Issue):

• Status: pending_human_review
• AI provides diagnostic suggestions
• Routed to the technical support team

Security Notes

• Never commit actual API keys to the repository
• Use environment variables for all credentials
• Rotate API keys regularly
• Restrict webhook access in production

Future Enhancements

• Integration with Jira/ServiceNow
• Email trigger support
• Multi-language support
• Advanced analytics dashboard
• Machine learning for better categorization
• SLA tracking and alerts

Contributing

Contributions welcome! Please open an issue or submit a pull request.

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