Ticket System

A structured customer-support ticketing system that ingests messages from Telegram and Discord, persists them in a PostgreSQL database, and exposes a FastAPI REST API for ticket management.

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Architecture

Node	Purpose	Key Files
Node 1	External API integration (bots)	bots/telegram_bot.py, bots/discord_bot.py, bots/slack_bot.py
Node 2	Database design & persistence	database/models.py, database/ticket_store.py, database/node2_database.py
Node 3	Internal REST API (FastAPI)	Server/api.py

See docs/architecture.md for the full specification.

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Requirements

• Python 3.11+
• PostgreSQL 14+

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Environment Variables

Create a .env file inside the Server/ directory (or export these in your shell):

Variable	Description	Example
TELEGRAM_BOT_TOKEN	Bot token from @BotFather	123456:ABC-...
TELEGRAM_WEBHOOK_URL	Public HTTPS URL for Telegram to call	https://example.com/webhook/telegram
TELEGRAM_WEBHOOK_SECRET	(Optional) Secret token set on the webhook for extra security	my_secret_token
DISCORD_BOT_TOKEN	Token from the Discord Developer Portal	MTQ4...
DISCORD_PUBLIC_KEY	Ed25519 public key from Discord Developer Portal (for webhook signature verification)	abc123...
DATABASE_URL	SQLAlchemy-compatible PostgreSQL connection string	postgresql+psycopg2://user:pass@localhost:5432/ticket_system
SLACK_BOT_TOKEN	Bot token from Slack App configuration	xoxb-...
SLACK_WEBHOOK_URL	Public HTTPS URL for Slack to call	https://example.com/webhook/slack

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Installation

# 1. Clone the repository
git clone <repo-url>
cd Ticket-System

# 2. Create and activate virtual environment
python -m venv .venv
.venv\Scripts\activate   # Windows
# source .venv/bin/activate  # Linux / macOS

# 3. Install dependencies
pip install -r requirements.txt

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Running the Server

# From the project root
uvicorn Server.api:app --reload --host 0.0.0.0 --port 8000

The API documentation (Swagger UI) is available at http://localhost:8000/docs.

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API Reference

Method	Endpoint	Description
POST	/webhook/telegram	Receives Telegram updates
POST	/webhook/slack	Receives Slack Updates
POST	/webhook/discord	Receives Discord payloads
GET	/tickets	List all tickets
GET	/tickets/sort	List tickets sorted by field (status, created_at, username, channel)
GET	/tickets/{ticket_id}	Get a single ticket with its messages
GET	/tickets/{ticket_id}/messages	Get all messages for a ticket
POST	/tickets/{ticket_id}/status	Set ticket status
PATCH	/tickets/{ticket_id}/status	Update ticket status
DELETE	/tickets/{ticket_id}/status/closed	Delete a ticket (only if status is closed)
GET	/stats	Returns the number of closed tickets, assigned tickets, total tickets, tickets resolved today, tickets resolved this week

Ticket Statuses

assigned → processing → completed → closed