A full-stack IT Helpdesk Ticket Management System developed using Python, FastAPI, RESTful API, PostgreSQL, HTML, CSS, and JavaScript.
The system provides separate functionality for Employees and Support Staff, allowing employees to submit and track IT support requests while support staff can manage, update, and respond to tickets.
The system supports two types of users:
Employee
Employees can:
Register and log in View their dashboard Create support tickets Manage ticket priority View their own tickets View ticket details View support responses Close their tickets Track ticket status Support Staff
Support staff can:
Log in through the Helpdesk portal View all customer tickets View individual ticket details Respond to customer tickets Update ticket status Assign tickets Add resolution notes
User Registration
Email validation Duplicate email checking Password validation Password confirmation Secure password hashing User account creation
Authentication & Sessions
Customer login Support staff login Session-based authentication Separate customer and support staff sessions Protected pages Login error handling Logout functionality Unauthenticated users are redirected to the appropriate login page
Ticket Management
Create support tickets Store tickets in PostgreSQL View personal tickets View all tickets as support staff View individual ticket details Add support responses Update ticket status Update ticket priority Assign tickets Add resolution information Close tickets
Tickets can move through the following workflow:
Open > In Progress > Closed
RESTful ticket APIs using FastAPI Session-based authentication Separate access control for users and helpdesk staff Pydantic request and response validation Ticket ownership checks and error handling (400, 401, 404, 422) Swagger/OpenAPI documentation and API testing
Employee registers for an account. Employee logs in. Employee accesses the dashboard. Employee creates a support ticket. The ticket is stored in PostgreSQL. The dashboard displays the employee's tickets. Employee can select a ticket to view its details. Support staff can respond to the ticket. Employee can view the response. Employee can close the ticket when the issue is resolved.
Support staff logs in through the Helpdesk login. Support staff accesses the Helpdesk dashboard. All customer tickets are displayed. Support staff can view individual ticket details. Support staff can update the ticket status and priority. Support staff can assign tickets. Support staff can provide responses and resolution information. The employee can view the updated ticket information.
Backend-
Python FastAPI PostgreSQL
Session Middleware
Frontend -
HTML5 CSS3 JavaScript Jinja2 Templates
Development Tools - Visual Studio Code Git GitHub GitHub Copilot
Deployment - Vercel
python -m venv venv venv\Scripts\activate
main: pip install fastapi uvicorn jinja2 python-multipart pip install "pwdlib[argon2]" pip install email-validator pip install "psycopg[binary]" pip install itsdangerous
.\venv\Scripts\activate python -m uvicorn app.main:app --reload
Admin email: admin@helpdesk.com password: Admin123
User user10@test.com User@123
REST API uvicorn app.main:app --reload http://127.0.0.1:8000/docs
The system currently includes:
Server-side email validation Duplicate account checking Password strength requirements Secure password hashing using Argon2 Password confirmation validation Session-based authentication Protected customer pages Protected support staff pages User-specific ticket access Session-based user identification Logout and session clearing
Login page
The following functionality may be added in future development: AI-assisted ticket classification AI-based priority suggestions AI-generated response suggestions AI-generated ticket summaries Additional reporting and analytics Further security and deployment improvements