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https://github.com/slamint/slamint-monorepo

A community-driven alternative to costly service desk platforms. SLA Mint helps organizations manage IT support, track SLAs, and deliver faster resolutions — all in a transparent, open-source way.
https://github.com/slamint/slamint-monorepo

docker idp keycloak monorepo nestjs nx oidc postgresql react vite

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A community-driven alternative to costly service desk platforms. SLA Mint helps organizations manage IT support, track SLAs, and deliver faster resolutions — all in a transparent, open-source way.

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README 

          
# 🎟️ SLA Mint – Open Source Ticketing & Helpdesk Tool





image




> **A community-driven alternative to costly service desk platforms.**  

> SLA Mint helps organizations manage IT support, track SLAs, and deliver faster resolutions — all in a transparent, open-source way.



---



## 📌 1. Overview



SLA Mint is an **open-source IT ticketing and helpdesk solution**.  

It empowers **businesses, startups, and communities** to centralize support operations, enforce SLAs (Service Level Agreements), and provide measurable service quality without being locked into expensive proprietary tools.



✨ **Key Value**: Streamlined operations, SLA compliance, better insights, and reduced costs.



---



|                                                                                                                                                                                                                                                                                                                                                                                                              [![SonarQube Cloud](https://sonarcloud.io/images/project_badges/sonarcloud-light.svg)](https://sonarcloud.io/summary/new_code?id=slamint_slamint-monorepo)                                                                                                                                                                                                                                                                                                                                                                                                              |

| :----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------: |

| [![Security Rating](https://sonarcloud.io/api/project_badges/measure?project=slamint_slamint-monorepo&metric=security_rating)](https://sonarcloud.io/summary/new_code?id=slamint_slamint-monorepo) [![Maintainability Rating](https://sonarcloud.io/api/project_badges/measure?project=slamint_slamint-monorepo&metric=sqale_rating)](https://sonarcloud.io/summary/new_code?id=slamint_slamint-monorepo) [![Vulnerabilities](https://sonarcloud.io/api/project_badges/measure?project=slamint_slamint-monorepo&metric=vulnerabilities)](https://sonarcloud.io/summary/new_code?id=slamint_slamint-monorepo) [![Code Smells](https://sonarcloud.io/api/project_badges/measure?project=slamint_slamint-monorepo&metric=code_smells)](https://sonarcloud.io/summary/new_code?id=slamint_slamint-monorepo) [![Bugs](https://sonarcloud.io/api/project_badges/measure?project=slamint_slamint-monorepo&metric=bugs)](https://sonarcloud.io/summary/new_code?id=slamint_slamint-monorepo) |



## 🛑 2. Business Problems



- ❌ **Fragmented Support** – Emails, chats, and spreadsheets lead to lost requests.

- ⏳ **SLA Breaches** – No visibility into deadlines or commitments.

- 💸 **High Licensing Costs** – Commercial service desk tools are often unaffordable.

- 📉 **Poor Insights** – Lack of analytics = no improvement path.

- 🔒 **Vendor Lock-in** – Existing tools restrict customization and flexibility.



---



## 💡 3. Our Solution



SLA Mint provides a **flexible, cost-effective** way to manage support:



- 🗂️ **Centralized Ticketing** – All support requests in one place.

- 📊 **SLA Management** – Define response & resolution timeframes.

- 👥 **Role-based Access Control** – Admin, Agent, Manager, End-user.

- 📩 **Multi-channel Support** – Web, email, and API-based ticket creation.

- 📈 **Analytics & Dashboards** – Monitor SLA breaches, workloads, and trends.

- 🛠️ **Open-source Flexibility** – Self-host, extend, and integrate freely.



---



## 🚀 4. Features



### 🔑 Core Features



- Ticket creation, assignment & tracking

- SLA definition & monitoring

- Priority, category & status management

- Role-based permissions

- Audit logs & history



### ⚡ Advanced Features



- Email-to-ticket conversion

- SLA escalations & notifications

- Performance dashboard & analytics

- Multi-tenant support (for MSPs & large orgs)

- REST API for integrations



### 🌐 Future Features



- Omnichannel (chat, WhatsApp, Teams, Slack)

- AI ticket routing & sentiment analysis

- Knowledge base & self-service portal

- Workflow automation (approvals, escalations)

- Mobile app for agents on-the-go



---



## 📊 5. Business Impact



- ✅ **Faster Resolutions** → Improved SLA compliance

- ✅ **Lower Costs** → No proprietary licensing

- ✅ **Increased Accountability** → Clear roles & ownership

- ✅ **Data-driven Decisions** → Performance reports & KPIs

- ✅ **Community-driven Growth** → Contributions & integrations



---



## 📈 6. KPIs



| 📍 KPI                           | 📖 Definition                    | 💼 Business Value       |

| -------------------------------- | -------------------------------- | ----------------------- |

| **SLA Compliance Rate**          | % of tickets resolved within SLA | Measures reliability    |

| **Avg. Response Time**           | Time to first response           | Indicates efficiency    |

| **Avg. Resolution Time**         | Time to resolve ticket           | Measures effectiveness  |

| **Ticket Volume**                | # of new tickets                 | Shows workload & demand |

| **CSAT (Customer Satisfaction)** | Post-resolution survey score     | Reflects quality        |

| **Escalation Rate**              | % of tickets escalated           | Identifies process gaps |



---



## 🛣️ 7. Roadmap



📍 Phase 1 – Foundation (✅ In Progress)



- Ticket management

- SLA enforcement

- Basic roles & permissions



🚀 Phase 2 – Growth



- Email integration

- SLA notifications

- Analytics dashboard



🌐 Phase 3 – Advanced



- Omnichannel support (chat, API, mobile)

- Knowledge base

- AI/ML ticket routing



💡 Phase 4 – Community



- Plugin/extension marketplace

- Enterprise adoption

- Cloud + On-prem hybrid deployment



---



## 👥 8. Business Roles & Responsibilities



SLA Mint is designed to serve multiple **business personas**. Each role has distinct responsibilities and value from the system.



### 🧑‍💼 End Users (Employees / Customers)



- Create support tickets (IT, HR, Facilities, etc.)

- Track progress & resolution status

- Provide feedback & satisfaction ratings (CSAT)



### 🎧 Support Agents



- Respond to incoming tickets within SLA

- Update ticket status, progress notes & resolutions

- Escalate issues when needed

- Ensure timely closure of tickets



### 👩‍💻 Team Leads / Managers



- Monitor team performance & SLA compliance

- Reassign or balance workloads among agents

- Approve escalations or exceptions

- Generate reports for higher management



### 🛠️ Admins / IT Service Desk Owners



- Configure SLAs, categories, priorities

- Manage roles, permissions, and workflows

- Ensure system uptime & integration with other tools

- Maintain audit logs & compliance requirements



### 🏢 Business Leadership / Department Heads



- Review KPI dashboards for service quality

- Identify bottlenecks and areas of improvement

- Allocate budget/resources based on workload data

- Drive continuous improvement initiatives



---



## 📋 9. Business RACI Matrix



| Activity / Task                        | End User | Agent | Manager | Admin/IT | Leadership |

| -------------------------------------- | -------- | ----- | ------- | -------- | ---------- |

| **Ticket Creation**                    | R        | C     | I       | I        | I          |

| **Ticket Response & Resolution**       | C        | R     | A       | I        | I          |

| **Escalation Handling**                | I        | R     | A       | C        | I          |

| **SLA Monitoring**                     | I        | R     | A       | C        | I          |

| **System Configuration (SLAs, Roles)** | I        | I     | C       | R/A      | I          |

| **Workload Management & Reassignment** | I        | C     | R/A     | I        | I          |

| **Reporting & Analytics**              | I        | C     | R       | C        | A          |

| **Compliance & Audit**                 | I        | I     | C       | R        | A          |

| **Customer Satisfaction Feedback**     | R        | C     | I       | I        | I          |

| **Strategic Improvements / Budgets**   | I        | I     | C       | C        | R/A        |



👉 Legend:



- **R** = Responsible (does the work)

- **A** = Accountable (final ownership)

- **C** = Consulted (provides input)

- **I** = Informed (kept updated)



---



## 🐳 10. Containerized Backends



| Service | Dockerfile | Default Port |

| ------- | ---------- | ------------ |

| API Gateway (`@slamint/api-gateway`) | `api/api-gateway/Dockerfile` | `8081` |

| Account Management (`@slamint/account-management`) | `api/account-management/Dockerfile` | `8082` |



### Build images manually



```bash

docker build -t slamint-account-management -f api/account-management/Dockerfile .

docker build -t slamint-api-gateway -f api/api-gateway/Dockerfile .

```



### Run with Docker Compose



1. (Recommended) Copy `.env.example` to `.env` and override any secrets; if you skip this step the compose file falls back to safe-but-obvious defaults such as `REDIS_PASSWORD=changeme`.

2. Start the dependency stack and backends:



   ```bash

   docker compose up -d account-management

   docker compose up -d api-gateway

   ```



   Compose will build the images if they are missing and wire them to Postgres, Redis, and Keycloak.

3. Inspect logs when needed:



   ```bash

   docker compose logs -f account-management

   docker compose logs -f api-gateway

   ```



Each container is self-contained: the build stage compiles the NestJS projects with Nx and prunes dependencies so the runtime layers only contain production packages (including resources bundled under `common/`). Use the `NODE_VERSION` build-arg to pin a different Node.js base if required, e.g. `--build-arg NODE_VERSION=22-slim`.



### CI publishing flow



- The base semantic version lives in `release.env` (e.g. `VERSION=1.0.0`). Local or CI builds append a build number to produce tags like `1.0.0.42`.

- `pnpm nx run @slamint/account-management:docker-release` and `pnpm nx run @slamint/api-gateway:docker-release` build/push their respective images to `${DOCKER_REGISTRY:-ghcr.io}/${DOCKER_NAMESPACE:-slamint}/:${VERSION}.${BUILD_NUMBER}`, and re-tag the same image as `${DOCKER_REGISTRY:-ghcr.io}/${DOCKER_NAMESPACE:-slamint}/:latest`.

- The workflow in `.github/workflows/docker-release.yml` loads `release.env`, sets `BUILD_NUMBER` to `GITHUB_RUN_NUMBER`, authenticates to GHCR with the built-in `${{ github.token }}`, then executes `pnpm docker:release` so both services are rebuilt and pushed on every run.

- Locally, export a `BUILD_NUMBER` (for example `BUILD_NUMBER=42 pnpm docker:release`) to mirror the CI tag; if omitted the helper script falls back to `1.0.0.local`.

- Override `DOCKER_NAMESPACE` and `DOCKER_REGISTRY` via environment variables or repository secrets if you publish outside GHCR, and set `INCLUDE_LATEST=false` if you ever need to skip the automatic `latest` tag.



---



## 🔮 11. Future Plans



- 🤖 **AI-driven triage** – Auto-prioritize & route tickets.

- 🏢 **Enterprise readiness** – RBAC, compliance, advanced audit logs.

- ☁️ **Hybrid deployments** – Cloud + On-prem.

- 🔌 **Marketplace** – Plugins & integrations (Slack, Jira, Teams).

- 📱 **Mobile apps** – Agent productivity on-the-go.



---



## 🤝 12. Community & Contribution



- **License**: MIT – free to use, modify, and distribute.

- **Contributions**: PRs, issues, and discussions welcome.

- **Community Calls**: Planned for roadmap discussions.

- **Governance**: Open and transparent, with community voting on features.



---



## ✅ 13. Conclusion



SLA Mint is more than a tool — it’s a **movement towards open, affordable, and effective service management**.



It empowers organizations to:



- Manage support tickets effectively

- Enforce SLAs with confidence

- Gain insights through KPIs & analytics

- Avoid vendor lock-in and high licensing costs



> **SLA Mint = Transparency + Efficiency + Community**