Arabic ITSM Desk Docs

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Arabic ITSM DeskPlatform documentation

A concise technical reference for the bilingual IT service desk, its routing pipeline, and its operational model.

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Architecture

Whole-platform view

Covers the monorepo, frontend, backend, Supabase schema, realtime behavior, and the external classifier integration.

Implementation-aligned

Written from the current codebase, including the active API routes, route guards, migrations, and routing thresholds.

Fast to scan

Focuses on core flows, contracts, and operational notes without turning the docs into a dump of every file.

What this platform does ​

Arabic ITSM Desk is a Jira-style service desk for Arabic-language IT support tickets. End users submit tickets in Arabic, the platform classifies them into the IT taxonomy, routes them to the right team or triage flow, and gives agents realtime visibility into queue changes, notifications, and operational stats.

Platform at a glance ​

AreaStackPurpose
Monorepopnpm workspacesShared development and build flow
WebVite + React 19 + React RouterEnd-user portal and agent/admin console
APIHono + TypeScriptTicket orchestration and admin APIs
Data/Auth/RealtimeSupabasePostgres, Auth, notifications, subscriptions
Shared package@arabic-itsm/sharedRouting thresholds and core shared types
AI classifierExternal FastAPI serviceArabic ticket taxonomy prediction

Main user journeys ​

  1. End user signs in and submits an Arabic-only ticket.
  2. API sends the ticket text to the classifier service.
  3. Routing logic decides auto, review, or manual.
  4. Ticket is stored in Supabase, then assigned or triaged.
  5. Agents receive queue and notification updates.
  6. Admins review users, departments, stats, and developer tools.

Documentation map ​

  • Getting Started: local setup, package commands, and environment assumptions.
  • Architecture: system boundaries, runtime flow, and routing pipeline.
  • Routing, Roles, and Assignment: exact thresholds, role permissions, department mapping, and auto-assignment behavior.
  • Taxonomy Reference: full L1, L2, and L3 lists plus statuses, priorities, and routing modes.
  • Data Model: core tables and how the schema evolved.
  • Backend: API app structure, middleware, and orchestration logic.
  • Frontend: route structure, roles, and UI capabilities.
  • API Reference: route-by-route contract summary.
  • Operations: seeding, local stack control, and practical runbooks.

Built from the current monorepo implementation.

Arabic ITSM Desk