{"id":24154917,"url":"https://github.com/kunalparkhade/service-desk-ticket-classification","last_synced_at":"2026-05-05T06:34:09.568Z","repository":{"id":272039472,"uuid":"915295661","full_name":"KunalParkhade/service-desk-ticket-classification","owner":"KunalParkhade","description":"Service Desk Ticket Classifier is an intelligent system that uses a Convolutional Neural Network (CNN) to classify service desk tickets into predefined categories and automatically route them to the appropriate departments via email. 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This streamlines customer service processes, improves response time, and enhances operational efficiency.\n\n## Features 🌟\n\n- **Ticket Classification**: 🏷️Categorizes service desk tickets into predefined categories such as Technical Issues, Account Issues, Billing \u0026 Payments, General Inquiries, and Service Requests.\n- **Automatic Email Routing**: 📧Routes tickets to the concerned department emails automatically.\n- **Interactive User Interface**: 👩‍💻Provides a user-friendly interface built with Streamlit, featuring multiple tabs for seamless navigation.\n- **Customizable Categories**: 🔧Easily modify categories to suit your organization’s needs.\n\n## Project Structure 📂\n\n```plaintext\nservice-desk-ticket-classification/\n├── app.py                # Main application file (Streamlit UI)\n├── model.py              # CNN model definition\n├── data/\n│   ├── words.json        # Word-to-index mapping\n│   ├── text.json\n│   ├── labels.npy        # Predefined ticket labels\n│   ├── testing.jpg       # Banner image for UI\n├── saved_models/\n│   └── model.pth         # Trained model weights\n├── requirements.txt      # Python dependencies\n├── train.py\n├── .gitignore\n├── README.md             # Project documentation\n```\n\n## Installation 🚀\n\n1. Clone the repository:\n   ```bash\n   git clone https://github.com/KunalParkhade/service-desk-ticket-classification.git\n   cd service-desk-ticket-classifier\n   ```\n\n2. Install the required dependencies:\n   ```bash\n   pip install -r requirements.txt\n   ```\n\n3. Download the pretrained model weights and place them in the `saved_models/` directory.\n\n4. Run the application:\n   ```bash\n   streamlit run app2.py\n   ```\n\n## How to Use 📝\n\n### 1. Ticket Classification 🎟️\n- Navigate to the **Home** tab.\n- Enter the ticket description in the text area.\n- Click on the \"Classify Ticket\" button to get the predicted category.\n\n### 2. Email Routing 📤\n- Ensure email configurations (SMTP server, credentials, etc.).\n- On ticket classification, the system automatically sends the ticket to the relevant department email.\n\n### 3. Explore Tabs 🌍\n- **Home**: 🏠Homepage\n- **Ticket Classification**: 📝Classify tickets and view results.\n- **About the Model**: 🔍Model details\n- **Contact Us**: 📞Contact details of the company given\n\n## Categories 📑\nThe predefined ticket categories are:\n\n1. **Technical Issues🖥️**: Issues related to hardware, software, or network.\n2. **Account Issues🔑**: Queries or requests related to accounts of users..\n3. **Billing \u0026 Payment💳**: Issues regarding payments.\n4. **General Queries❓**: Any other inquiries or tickets.\n5. **Service Requests🛠️**: Any service requests.\n\n## Screenshots 📸\n![Home Banner](data/testing.jpg)\n\n## Future Enhancements 🔮\n- Support for multilingual ticket classification.\n- Integration with ticket management platforms like Jira or ServiceNow. 🔗\n- Advanced analytics for ticket trends and response metrics.📊\n\n## Contributing 🤝\nWe welcome contributions! To contribute:\n1. Fork the repository.\n2. Create a new branch for your feature 🌱.\n3. Submit a pull request with a clear description of your changes.⬇️\n\n## License 📜\nThis project is licensed under the [MIT License](https://github.com/KunalParkhade/service-desk-ticket-classification/blob/main/LICENSE).\n\n## Contact 📧\nFor any queries or suggestions, please contact:\n- **Name**: Kunal Parkhade\n- **Email**: kunalparkhade@gmail.com\n\n---\n**Streamline your service desk operations with the power of AI!** 🤖\n","project_url":"https://awesome.ecosyste.ms/api/v1/projects/github.com%2Fkunalparkhade%2Fservice-desk-ticket-classification","html_url":"https://awesome.ecosyste.ms/projects/github.com%2Fkunalparkhade%2Fservice-desk-ticket-classification","lists_url":"https://awesome.ecosyste.ms/api/v1/projects/github.com%2Fkunalparkhade%2Fservice-desk-ticket-classification/lists"}