Ticketdesk

Overview

ticketdesk is the MatrixPlus open-source project-based ticketing and alert orchestration system, built for ops, security, and engineering teams — every problem is a ticket, every alert must be followed up.

It merges Jira-like ticketing, automatic alert-to-ticket, a visual workflow engine, and approval flows into one platform that covers the full lifecycle from “discovered” to “closed”. With native integration to mxcmdb / mxsec / mxid, an alert can automatically link to assets, generate a ticket, run an approval flow, and land on the right engineer’s desk.

Key metrics

  • AGPL-3.0 open-source license (Community Edition)
  • Two editions Community + Enterprise
  • 6 ticket types Epic / Task / Bug / Fault / Change / ServiceRequest
  • Multi-source alert intake Prometheus / Alertmanager / Nightingale (N9E) / custom webhooks
  • Visual workflow engine Vue Flow drag-and-drop with approval nodes, work nodes, and dynamic branches
  • Real-time delivery WebSocket inbox + email + webhook

Architecture overview

Internally, ticketdesk is split by business module (project / issue / workflow / alert / reporting / notification …), with the alert-to-ticket flow as the main data spine.

    
graph LR
  subgraph SRC[Alert & trigger sources]
    PROM[Prometheus
Alertmanager]
    N9E[Nightingale N9E]
    MXSEC[mxsec-platform
alerts]
    WEB[Web UI
manual creation]
  end

  PROM --> ING
  N9E --> ING
  MXSEC --> ING
  WEB --> ING

  ING[Alert intake
Fingerprint dedup / window merge / silence rules]

  ING --> ISSUE[Issue core
Project · Type · Fields · SLA]

  subgraph FLOW[Workflow engine]
    WF[Workflow
Approval + work nodes]
    APPR[Approval
Single / AND / OR]
  end

  ISSUE --> WF
  WF --> APPR

  ISSUE --> NOTIF[Notification
WebSocket · Email · Webhook]
  ISSUE --> REPORT[Reporting
MTTA · MTTR · SLA]
  ISSUE --> AUDIT[Audit log]

  ISSUE <--> MYSQL[(MySQL 8)]
  ISSUE <--> REDIS[(Redis 7)]

  ISSUE -.->|Link assets| MXCMDB[mxcmdb]
  ISSUE -.->|SSO / RBAC| MXID[mxid]

Core capabilities (six modules)

1. Project-based ticketing (Jira-like)

  • Per-project configuration: ticket types / workflow / custom fields / SLA
  • Six ticket types: Epic / Task / Bug / Fault / Change / ServiceRequest
  • Ticket relationships: parent/child / blocks / duplicates / relates-to
  • Full operations: assignment, watchers, comments, attachments, labels, priority (P0–P3)

2. Alert-to-ticket orchestration

  • Intake from Prometheus / Alertmanager / Nightingale (N9E) / custom webhooks
  • Fingerprint-based dedup (rule ID + resource + labels)
  • Time-window merge: same alert merges to one ticket; new ticket after window
  • Label-based silencing: == / != / =~ / !~ matchers for maintenance windows
  • Bidirectional sync: ticket state changes flow back to alert state and vice versa

3. Workflow engine (approval + work nodes)

  • Vue Flow drag-and-drop visual editor
  • Approval nodes: single / AND / OR + timeout escalation
  • Work nodes: assignment / subtasks / completion checks
  • Custom transition conditions on edges (any label, not just approve/reject)
  • Dynamic branches automatically render action buttons on the ticket page

4. Requirement pool

  • Two-tier: global pool + per-project pool
  • Lifecycle: pending review → in review → accepted → converted to ticket
  • Kanban view: group by status / priority / assignee / timeline

5. Reporting and analytics

  • Real-time panels: open tickets, priority distribution, alert trend, SLA countdown
  • KPIs: MTTA (response) / MTTR (resolution) / SLA hit rate
  • Data export: CSV

6. Permissions, notification, and audit

  • RBAC: system-level + project-level roles
  • Notification channels: WebSocket inbox, email, webhook
  • Full audit log: field changes, assignment shifts, node transitions, approval comments

Integration with the MatrixPlus stack

IntegrationValue
mxsec-platform · security alertsOne-click alert-to-ticket with full traceability
mxcmdb · asset graphTickets link to concrete assets / services / domains
mxid · unified identitySSO login + RBAC sync + operation audit

Deployment options

FormBest for
Docker ComposeSingle-node, full stack one-command bootstrap (MySQL + Redis + Backend + Nginx)
Kubernetes (Helm)Multi-replica, multi-AZ HA
Binary + bring-your-own depsEnterprises with existing MySQL / Redis
Air-gappedGovernment / regulated environments, fully offline

Where it fits

  • Ops / SRE incident and change tickets
  • Security team alert response and remediation
  • Customer support / helpdesk
  • Internal engineering collaboration (Bug / Task / Epic)
  • Cross-team approval and process management

Tech stack

  • Backend Go 1.25 + Gin
  • Frontend Vue 3 + TypeScript + Element Plus + Vue Flow
  • Storage MySQL 8.0 + Redis 7
  • Auth JWT (Access + Refresh Token)
  • Realtime WebSocket
  • Deploy Docker Compose / Kubernetes Helm
  • CI/CD GitHub Actions

Get started

→ Repository: github.com/matrixplusio → License: AGPL-3.0 → One-line bootstrap: make prod-d → open http://localhost

For private deployment, deep integration, audit-grade compliance, or long-term support, contact us.