01 Synopsis
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- Only 1 diagram included
- Problem statement & objectives
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Project Report
AI-Based IT Support Chatbot Final Year Project Report
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02 Pre Defined Project Report
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03 Customized Report
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Abstract
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Table of Content
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01
Introduction
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02
Problem Statement
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03
Existing System
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04
Proposed System
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05
Objectives
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06
System Architecture
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07
Major Functional Modules
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08
Hardware Requirements
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09
Software Requirements
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10
Future Enhancement
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11
Conclusion
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12
References
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Abstract
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Table of Content
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01
Chapter 1 — Introduction
- 1.1 Background of the Project
- 1.2 Problem Statement
- 1.3 Objectives of the System
- 1.4 Scope of the Project
- 1.5 Existing System Overview
- 1.6 Proposed System Overview
- 1.7 Technologies Used
- 1.8 Overview
- 1.9 Limitations
- 1.10 Advantages
- 1.11 Disadvantages
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02
Chapter 2 — Literature Review / System Study
- 2.1 Introduction
- 2.2 Review of Similar Systems
- 2.3 Comparative Analysis
- 2.4 Software Development Models
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03
Chapter 3 — System Analysis
- 3.1 Introduction
- 3.2 Functional Requirements
- 3.3 Non-Functional Requirements
- 3.4 User Requirements
- 3.5 Feasibility Study
- 3.5.1 Technical Feasibility
- 3.5.2 Economic Feasibility
- 3.5.3 Operational Feasibility
- 3.6 System Architecture
- 3.7 Data Flow Diagram (Level 0)
- 3.8 Data Flow Diagram (Level 1)
- 3.9 Data Flow Diagram (Level 2)
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04
Chapter 4 — System Design
- 4.1 Introduction
- 4.2 Use Case Diagram
- 4.3 Class Diagram
- 4.4 Sequence Diagram
- 4.5 Activity Diagram
- 4.6 ER Diagram
- 4.7 Database Schema
- 4.8 Table Structures
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05
Chapter 5 — System Implementation
- 5.1 Introduction
- 5.2 Development Environment
- 5.3 Tools and Technologies Used
- 5.4 Hardware Requirements
- 5.5 Software Requirements
- 5.6 Module-wise Implementation
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06
Chapter 6 — Testing
- 6.1 Introduction
- 6.2 Testing Strategy
- 6.3 Unit Testing
- 6.4 Integration Testing
- 6.5 System Testing
- 6.6 Test Cases
- 6.7 Bug Reports
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07
Chapter 7 — Results and Discussion
- All screenshots
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08
Chapter 8 — Conclusion and Future Enhancements
- 8.1 Conclusion
- 8.2 Future Enhancements
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09
Chapter 9 — References
Project's Overview
AI-Based IT Support Chatbot and Ticket Desk is a full-stack MERN application designed for internal IT support management in enterprises, colleges, campuses, and organizations. The system allows employees to chat with an AI-powered support assistant, raise IT support tickets, track ticket status, receive notifications, and submit satisfaction feedback after support resolution.
The platform includes two separate areas: an Employee/User Portal and an Admin Operations Console. Employees can register, log in, use the AI chat assistant, create support tickets with category and priority, view ticket replies, manage notifications, check FAQs, submit feedback, and update their profile. Administrators can manage users, admins, tickets, FAQs, knowledge base articles, brand settings, feedback, AI chatbot settings, OpenAI configuration, broadcast notifications, reports, analytics, and system settings.
This project is suitable for B.Tech, M.Tech, BCA, MCA, BE, ME, BSc, and MSc students who need a practical final year project, major project, or minor project based on IT helpdesk management, AI chatbot workflow, ticket desk automation, MERN stack development, JWT authentication, MongoDB database design, and admin dashboard functionality. FileMakr can provide this project with source code, project report, documentation, and setup support for academic submission.
Login Credentials
efault Accounts After Seed
| Role | Password | |
|---|---|---|
| Administrator | [email protected] |
Password123! |
| Sample Employee | [email protected] |
Password123! |
All seeded employee accounts use:
Password123!
Examples mentioned in the project details include:
[email protected]
[email protected]
- Separate admin login in this final year project
- Admin JWT authentication
- Executive dashboard
- View user KPIs
- View ticket KPIs
- View tickets by status
- View tickets by priority
- View chat session statistics
- View satisfaction data
- View critical support queue
- View support roster snapshot
- User management
- Add, view, update, and delete users
- Activate user accounts
- Suspend user accounts
- Search users
- Filter users
- Admin management
- Manage support roster
- Add admin/support members
- Update admin details
- Delete admin where safeguards allow
- Prevent removal of sole admin where implemented
- Ticket management
- View ticket queue
- Filter tickets
- Assign tickets
- Update ticket status
- Update ticket priority
- Reply to user tickets
- Use AI summary helper where configured
- Use AI suggested reply helper where configured
- Create ticket on behalf of user
- Delete ticket where supported
- FAQ management
- Add FAQs
- Edit FAQs
- Delete FAQs
- Manage FAQ ordering
- Enable or disable FAQs
- Knowledge base management
- Add knowledge base articles
- Edit knowledge base articles
- Delete knowledge base articles
- Manage article keywords
- Manage article categories
- Save articles as draft or active
- Manage retrieval-oriented support content
- Brand management
- Manage project or organization name
- Manage theme settings
- Manage contact channels
- Manage footer content
- Upload logo
- Feedback management
- View feedback submissions
- Delete feedback submissions
- Use optional AI thematic analysis endpoint where configured
- Reports and analytics
- View resolved and pending ticket counts
- View satisfaction analytics
- View chat usage
- View tickets by category
- View tickets by status
- View ticket lifecycle hints
- AI chatbot management
- View conversation audit
- Manage intent phrase rules
- Manage chatbot categories
- Manage chatbot availability toggles
- OpenAI integration management
- Configure model
- Configure temperature
- Configure token limit
- Configure system prompt
- Enable or disable OpenAI features
- Rotate API key through server-side storage
- Broadcast notifications
- Send organization-wide notifications
- Send notifications to selected users
- System settings
- Manage chatbot enabled/disabled status
- Manage support messaging switches
- Manage SMTP-related fields where configured
- Admin profile management
- Update own admin name
- Update own admin email
- Rotate admin password
- Sync updated profile with shell session
- Purge chat sessions from audit where policy allows
- Employee registration in this final year project
- Employee login
- Separate user JWT storage from admin token
- User dashboard
- Workspace summary
- Navigation to chat, tickets, and notifications
- AI chat assistant
- Intent-aware chatbot handling
- Chat grounded on FAQs and knowledge base where configured
- Graceful fallback when AI is disabled or API key is missing
- Ticket creation
- Create tickets with category
- Create tickets with priority
- View ticket list
- Open ticket detail
- Edit ticket while appropriate, such as pending status
- Withdraw ticket while appropriate
- Add attachments where implemented
- View ticket thread
- View admin replies
- FAQ section
- View curated employee-facing FAQs
- Notifications section
- View in-app ticket-related notifications
- View broadcast announcements
- Feedback section
- Submit satisfaction rating
- Submit feedback comments
- Manage feedback entries where supported
- Profile section
- Update account/profile information
- Change password
- Public landing page access
- User login page access
- User registration page access
- Full-stack MERN architecture in this final year project
- MongoDB database with Mongoose models
- Express.js REST API
- React 18 frontend
- Vite 5 development setup
- Tailwind CSS interface
- Lucide icons
- JWT-authenticated user and admin realms
- Separate admin and user token storage
- bcryptjs password hashing
- CORS support
- express-validator validation support
- Multer upload support
- OpenAI SDK integration
- Optional AI chatbot features
- Graceful degradation when OpenAI API key is missing
- FAQ-based support content
- Knowledge base based chatbot grounding
- Ticket desk workflow
- Admin replies on tickets
- User-visible ticket notifications
- Broadcast notification system
- Satisfaction feedback system
- AI suggested reply support where configured
- AI ticket summary support where configured
- Reports and analytics dashboard
- Seed script with demo users, admin, tickets, FAQs, knowledge rows, brand, categories, intent rules, sample chat, feedback, and settings
- Public API routes for brand/theme content
- Uploads exposed under
/uploads - Production build support
- Local deployment support using Node.js and MongoDB
Technology Used
| Layer | Technology |
|---|---|
| Runtime | Node.js with ES modules |
| Backend API | Express 4 |
| Validation | express-validator |
| Authentication | JWT, bcryptjs |
| Database | MongoDB |
| ODM | Mongoose 8 |
| File Uploads | Multer |
| AI Integration | OpenAI SDK |
| Frontend | React 18 |
| Routing | React Router 6 |
| Styling | Tailwind CSS |
| Icons | Lucide icons |
| Build Tool | Vite 5 |
| Security / Config | CORS, environment variables |
Step 1: Create environment file
Copy:
server/.env.example
Create:
server/.env
Add these environment variables:
PORT=5000
MONGO_URI=mongodb://127.0.0.1:27017/it-support-chatbot
JWT_SECRET=change-this-to-a-long-random-secret
OPENAI_API_KEY=
OPENAI_API_KEY is optional. If it is not configured, AI chat and suggestion features degrade gracefully where implemented.
Step 2: Install dependencies
From the repository root:
npm run install:all
This installs dependencies for both server/ and client/.
Step 3: Seed the database
Make sure MongoDB is running, then run:
npm run seed
The seed script wipes relevant collections and inserts demo users, admin, tickets, FAQs, knowledge rows, brand, categories, intent rules, sample chat, feedback, and settings.
Step 4: Run API and frontend together
From the repository root:
npm run dev
This starts:
| Service | URL |
|---|---|
| API | http://localhost:5000 |
| Client | http://localhost:5173 |
The Vite client proxies /api and /uploads to the API during development.
Run API only
npm run dev --prefix server
Run client only
npm run dev --prefix client
Production build
npm run build
The production build outputs static assets to:
client/dist/
Start the API in production-style mode:
npm run start --prefix server
Application URLs
| Area | URL |
|---|---|
| Public Landing | http://localhost:5173 |
| User Login | http://localhost:5173/login |
| User Register | http://localhost:5173/register |
| User Portal | http://localhost:5173/app |
| Admin Login | http://localhost:5173/admin/login |
| Admin Console | http://localhost:5173/admin |
| API Base | http://localhost:5000 |
| API Health | /api/health |
| Uploads | /uploads |
README Included
Setup Support Available
efault Accounts After Seed
| Role | Password | |
|---|---|---|
| Administrator | [email protected] |
Password123! |
| Sample Employee | [email protected] |
Password123! |
All seeded employee accounts use:
Password123!
Examples mentioned in the project details include:
[email protected]
[email protected]