ESIP

Enterprise Support Intelligence Platform

ESIP gives support engineers one place to investigate tickets, search operating knowledge, compare past resolutions, ask scoped questions, and measure service performance. The same platform includes the controls needed to run those workflows responsibly: source health, cost limits, role management, quality telemetry, scheduled jobs, and resumable processing.

What the platform covers

Workspace	What happens there
Ticket investigation	Search by ticket or store, read the full timeline, generate summaries, inspect customer risk, and open related cases.
Universal Chat	Ask across tickets, knowledge, and analytics while retaining ticket, store, date, and result-set scope.
Knowledge intelligence	Search maintained sources, compare documentation with recurring issues, and prepare reviewable article drafts.
Ticket analytics	Turn supported operational questions into read-only queries, tables, charts, and linked evidence.
Administration	Manage users, sources, jobs, notifications, spend, quality, impact, and protected model controls.
Embedded support panel	Work from the active Zendesk ticket in a 320 px sidebar, then open the full workspace with its context intact.

The included Northstar workspace contains 12 brands, 60 stores, 12 users, and 240 linked tickets. It runs locally with no cloud account and produces the same records on every start.

Screens

Support workflow	Operations and governance

Engineering shape

ESIP is split into three applications and a set of provider adapters:

• a React 19 workspace for ticket operations, chat, analytics, and administration;
• a FastAPI service for domain policy, orchestration, exports, and integration boundaries;
• a React 18 Zendesk application for sidebar and modal workflows;
• BigQuery, Firestore, Vertex AI Search, Zendesk, Google Drive, Gemini, email, and contact-centre adapters selected through an explicit runtime profile.

The local reference profile replaces external adapters with deterministic in-process services. The connected profile keeps the same API contracts and enables configured providers.

flowchart LR
    UI["React workspace"] --> API["FastAPI"]
    ZAF["Zendesk companion"] --> API
    API --> POLICY["Routing and policy"]
    POLICY --> TICKETS["Ticket services"]
    POLICY --> KNOWLEDGE["Knowledge retrieval"]
    POLICY --> ANALYTICS["Read-only analytics"]
    POLICY --> REVIEW["Answer validation"]
    TICKETS --> STATE["Operational state"]
    KNOWLEDGE --> STATE
    ANALYTICS --> STATE
    REVIEW --> STATE

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The answer pipeline carries structured evidence between tools. It validates scope, citations, ticket references, and unsupported claims before a response is returned. Background work is incremental and checkpointed, so an interrupted run can continue without repeating completed OCR, embedding, or sync steps.

Read the architecture notes for the full service map.

Run it locally

Requirements: Python 3.12, Node.js 20.19+ or 22.12+, and npm 10+.

cp .env.example .env

python3 -m venv .venv
source .venv/bin/activate
python -m pip install -r backend/requirements.txt

cd backend
uvicorn app.main:app --reload --port 8000

In a second terminal:

cd frontend
npm ci
npm run dev

Open http://localhost:3000 and select Open reference workspace. No provider credentials are needed for the reference profile.

Detailed commands are in SETUP.md. A guided product tour is in WALKTHROUGH.md.

Verification baseline

• Backend: 617 tests pass, plus 51 parameterized subtests.
• Reference runtime: 15 contract tests cover the primary page matrix, exports, local mutations, companion authentication, and forbidden network access.
• Web application: lint and production build pass.
• Zendesk application: type-check and production build pass at a 320 x 720 viewport.

Run the checks:

python -m pip install pytest
python -m pytest -q -p no:cacheprovider backend

(cd frontend && npm ci && npm run lint && npm run build)
(cd zendesk-app && npm ci && npm run type-check && npm run build)

Documentation

• Architecture and request flow
• Local setup and runtime profiles
• Product walkthrough
• Domain model and API conventions
• Product requirements and limits
• Security reporting
• Third-party notices
• Source terms

Source terms

This repository is public for viewing and professional evaluation. It is not open source. No license or permission is granted beyond the limited rights required by the GitHub Terms of Service. See LICENSE for the complete source terms.