Serverless IT Helpdesk Ticketing System

🔗 Live Demo: http://cjgragasin.projects.s3-website-ap-southeast-1.amazonaws.com/

What it does

A serverless ticketing system where users submit IT support tickets through a web form. Tickets are stored in DynamoDB and trigger email notifications via SNS.

Architecture

• S3 — hosts static HTML frontend
• API Gateway — REST API endpoint (POST /tickets)
• Lambda (Python) — processes ticket submissions
• DynamoDB — stores ticket records
• SNS — sends email notifications on new tickets

Tech Stack

Python 3.13, boto3, AWS Lambda, API Gateway, DynamoDB, SNS, S3

Architecture Diagram

Architecture

flowchart TD
    A[User] -->|Submits ticket form| B[S3 Static Website]
    B -->|POST /tickets| C[API Gateway]
    C --> D[Lambda Function]
    D -->|Saves ticket| E[DynamoDB]
    D -->|Publishes message| F[SNS Topic]
    F -->|Sends notification| G[Email Alert]

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Future Improvements

• Add Cognito for user authentication
• Use least-privilege IAM policies instead of FullAccess
• Add HTTPS via CloudFront

How it works

1. User fills out a web form hosted on S3
2. Form submits data via fetch() to API Gateway REST endpoint
3. API Gateway triggers a Lambda function (Python)
4. Lambda generates a unique ticket ID and saves the ticket to DynamoDB
5. Lambda publishes a notification to SNS, which emails the support team

Tech Stack

• Python 3.13 + boto3 (AWS SDK)
• AWS Lambda
• API Gateway (REST API)
• DynamoDB
• SNS (email notifications)
• S3 (static website hosting)