update

backEnd/support/README.md

@@ -0,0 +1,193 @@
+# Support Center Module
+
+Enterprise Support Center for handling customer support tickets, knowledge base articles, and support settings.
+
+## Features
+
+- **Ticket Management**
+  - Create and track support tickets
+  - Multiple ticket types (technical, billing, feature requests, etc.)
+  - Priority and status management
+  - Ticket categories and tags
+  - SLA deadline tracking
+  - Message and activity history
+
+- **Knowledge Base**
+  - Categorized articles
+  - Search functionality
+  - Featured articles
+  - Article feedback (helpful/not helpful)
+  - View count tracking
+  - Rich content support
+
+- **Public API**
+  - Create tickets without authentication
+  - Check ticket status by ticket number
+  - Browse knowledge base articles
+  - Search articles
+
+## Setup
+
+### 1. Run Migrations
+
+```bash
+python manage.py migrate
+```
+
+### 2. Populate Initial Data
+
+```bash
+python manage.py populate_support_data
+```
+
+This will create:
+- 5 ticket statuses (Open, In Progress, Pending Response, Resolved, Closed)
+- 4 ticket priorities (Low, Medium, High, Critical)
+- 6 ticket categories
+- 6 knowledge base categories
+- 6 sample knowledge base articles
+
+### 3. Admin Access
+
+Access the Django admin panel to manage:
+- Support tickets
+- Ticket categories, statuses, and priorities
+- Knowledge base categories and articles
+- Support settings
+
+## API Endpoints
+
+### Tickets
+
+- `GET /api/support/tickets/` - List all tickets
+- `POST /api/support/tickets/` - Create a new ticket
+- `GET /api/support/tickets/{id}/` - Get ticket details
+- `POST /api/support/tickets/check-status/` - Check ticket status by ticket number
+- `POST /api/support/tickets/{id}/add-message/` - Add a message to a ticket
+
+### Categories
+
+- `GET /api/support/categories/` - List all ticket categories
+- `GET /api/support/statuses/` - List all ticket statuses
+- `GET /api/support/priorities/` - List all ticket priorities
+
+### Knowledge Base
+
+- `GET /api/support/knowledge-base/` - List all published articles
+- `GET /api/support/knowledge-base/{slug}/` - Get article details
+- `GET /api/support/knowledge-base/featured/` - Get featured articles
+- `GET /api/support/knowledge-base/by-category/{category_slug}/` - Get articles by category
+- `POST /api/support/knowledge-base/{slug}/mark-helpful/` - Mark article as helpful/not helpful
+- `GET /api/support/knowledge-base-categories/` - List all KB categories
+
+### Settings
+
+- `GET /api/support/settings/` - List all active support settings
+- `GET /api/support/settings/{setting_name}/` - Get specific setting
+
+## Models
+
+### SupportTicket
+Main model for support tickets with full tracking capabilities.
+
+### TicketStatus
+Ticket status options (Open, In Progress, Resolved, etc.)
+
+### TicketPriority
+Priority levels with SLA hours (Low, Medium, High, Critical)
+
+### TicketCategory
+Categorize tickets for better organization
+
+### TicketMessage
+Messages and updates on tickets
+
+### TicketActivity
+Audit trail of all ticket changes
+
+### KnowledgeBaseCategory
+Categories for knowledge base articles
+
+### KnowledgeBaseArticle
+Knowledge base articles with rich content
+
+### SupportSettings
+Configurable support center settings
+
+## Usage Examples
+
+### Create a Ticket
+
+```python
+import requests
+
+data = {
+    "title": "Cannot login to my account",
+    "description": "I've been trying to login but getting error 500",
+    "ticket_type": "technical",
+    "user_name": "John Doe",
+    "user_email": "john@example.com",
+    "user_phone": "+1234567890",
+    "company": "Acme Corp",
+    "category": 1  # Technical Support category ID
+}
+
+response = requests.post('http://localhost:8000/api/support/tickets/', json=data)
+ticket = response.json()
+print(f"Ticket created: {ticket['ticket_number']}")
+```
+
+### Check Ticket Status
+
+```python
+import requests
+
+data = {
+    "ticket_number": "TKT-20231015-ABCDE"
+}
+
+response = requests.post('http://localhost:8000/api/support/tickets/check-status/', json=data)
+ticket = response.json()
+print(f"Status: {ticket['status_name']}")
+```
+
+### Search Knowledge Base
+
+```python
+import requests
+
+response = requests.get('http://localhost:8000/api/support/knowledge-base/', params={'search': 'login'})
+articles = response.json()
+for article in articles:
+    print(f"- {article['title']}")
+```
+
+## Frontend Integration
+
+The support center is integrated with the Next.js frontend at `/support-center` with:
+- Ticket submission form
+- Knowledge base browser with search
+- Ticket status checker
+- Modern, responsive UI
+
+## Email Notifications
+
+To enable email notifications for tickets, configure email settings in `settings.py` and implement email templates in `support/templates/support/`.
+
+## Security
+
+- All endpoints are public (AllowAny permission)
+- Ticket numbers are randomly generated and hard to guess
+- Internal notes and messages are hidden from public API
+- Rate limiting recommended for production
+
+## Future Enhancements
+
+- [ ] Live chat integration
+- [ ] File attachments for tickets
+- [ ] Email notifications
+- [ ] Ticket assignment and routing
+- [ ] SLA breach alerts
+- [ ] Advanced analytics dashboard
+- [ ] Webhook notifications
+

backEnd/support/admin.py

@@ -0,0 +1,182 @@
+from django.contrib import admin
+from .models import (
+    SupportTicket, TicketStatus, TicketPriority, TicketCategory,
+    TicketMessage, TicketActivity, KnowledgeBaseCategory,
+    KnowledgeBaseArticle, SupportSettings, RegisteredEmail
+)
+
+
+@admin.register(TicketStatus)
+class TicketStatusAdmin(admin.ModelAdmin):
+    list_display = ['name', 'color', 'is_closed', 'is_active', 'display_order']
+    list_filter = ['is_closed', 'is_active']
+    search_fields = ['name']
+    ordering = ['display_order', 'name']
+
+
+@admin.register(TicketPriority)
+class TicketPriorityAdmin(admin.ModelAdmin):
+    list_display = ['name', 'level', 'color', 'sla_hours', 'is_active']
+    list_filter = ['is_active']
+    search_fields = ['name']
+    ordering = ['level']
+
+
+@admin.register(TicketCategory)
+class TicketCategoryAdmin(admin.ModelAdmin):
+    list_display = ['name', 'icon', 'color', 'is_active', 'display_order']
+    list_filter = ['is_active']
+    search_fields = ['name', 'description']
+    ordering = ['display_order', 'name']
+
+
+class TicketMessageInline(admin.TabularInline):
+    model = TicketMessage
+    extra = 0
+    fields = ['message_type', 'content', 'author_name', 'created_at', 'is_internal']
+    readonly_fields = ['created_at']
+
+
+class TicketActivityInline(admin.TabularInline):
+    model = TicketActivity
+    extra = 0
+    fields = ['activity_type', 'description', 'user_name', 'created_at']
+    readonly_fields = ['created_at']
+
+
+@admin.register(SupportTicket)
+class SupportTicketAdmin(admin.ModelAdmin):
+    list_display = [
+        'ticket_number', 'title', 'user_name', 'user_email', 
+        'status', 'priority', 'category', 'created_at', 'is_escalated'
+    ]
+    list_filter = ['status', 'priority', 'category', 'ticket_type', 'is_escalated', 'created_at']
+    search_fields = ['ticket_number', 'title', 'user_name', 'user_email', 'description']
+    readonly_fields = ['ticket_number', 'created_at', 'updated_at', 'last_activity']
+    inlines = [TicketMessageInline, TicketActivityInline]
+    
+    fieldsets = (
+        ('Ticket Information', {
+            'fields': ('ticket_number', 'title', 'description', 'ticket_type')
+        }),
+        ('User Information', {
+            'fields': ('user_name', 'user_email', 'user_phone', 'company')
+        }),
+        ('Ticket Management', {
+            'fields': ('category', 'priority', 'status', 'assigned_to', 'assigned_at')
+        }),
+        ('Escalation', {
+            'fields': ('is_escalated', 'escalation_reason'),
+            'classes': ('collapse',)
+        }),
+        ('Timestamps', {
+            'fields': ('created_at', 'updated_at', 'closed_at', 'last_activity', 'first_response_at', 'sla_deadline')
+        }),
+        ('Additional Information', {
+            'fields': ('tags', 'internal_notes', 'attachments'),
+            'classes': ('collapse',)
+        }),
+    )
+    
+    ordering = ['-created_at']
+
+
+@admin.register(TicketMessage)
+class TicketMessageAdmin(admin.ModelAdmin):
+    list_display = ['ticket', 'message_type', 'author_name', 'created_at', 'is_internal', 'is_read']
+    list_filter = ['message_type', 'is_internal', 'is_read', 'created_at']
+    search_fields = ['ticket__ticket_number', 'content', 'author_name', 'author_email']
+    readonly_fields = ['created_at', 'updated_at']
+    ordering = ['-created_at']
+
+
+@admin.register(TicketActivity)
+class TicketActivityAdmin(admin.ModelAdmin):
+    list_display = ['ticket', 'activity_type', 'user_name', 'created_at']
+    list_filter = ['activity_type', 'created_at']
+    search_fields = ['ticket__ticket_number', 'description', 'user_name']
+    readonly_fields = ['created_at']
+    ordering = ['-created_at']
+
+
+@admin.register(KnowledgeBaseCategory)
+class KnowledgeBaseCategoryAdmin(admin.ModelAdmin):
+    list_display = ['name', 'slug', 'icon', 'color', 'is_active', 'display_order']
+    list_filter = ['is_active']
+    search_fields = ['name', 'description']
+    prepopulated_fields = {'slug': ('name',)}
+    ordering = ['display_order', 'name']
+
+
+@admin.register(KnowledgeBaseArticle)
+class KnowledgeBaseArticleAdmin(admin.ModelAdmin):
+    list_display = [
+        'title', 'category', 'is_published', 'is_featured', 
+        'view_count', 'helpful_count', 'created_at'
+    ]
+    list_filter = ['is_published', 'is_featured', 'category', 'created_at']
+    search_fields = ['title', 'content', 'summary', 'keywords']
+    prepopulated_fields = {'slug': ('title',)}
+    readonly_fields = ['view_count', 'helpful_count', 'not_helpful_count', 'created_at', 'updated_at']
+    
+    fieldsets = (
+        ('Article Information', {
+            'fields': ('title', 'slug', 'category', 'content', 'summary')
+        }),
+        ('SEO & Metadata', {
+            'fields': ('meta_description', 'keywords')
+        }),
+        ('Publishing', {
+            'fields': ('author', 'is_published', 'is_featured', 'published_at')
+        }),
+        ('Statistics', {
+            'fields': ('view_count', 'helpful_count', 'not_helpful_count'),
+            'classes': ('collapse',)
+        }),
+        ('Timestamps', {
+            'fields': ('created_at', 'updated_at'),
+            'classes': ('collapse',)
+        }),
+    )
+    
+    ordering = ['-created_at']
+
+
+@admin.register(SupportSettings)
+class SupportSettingsAdmin(admin.ModelAdmin):
+    list_display = ['setting_name', 'is_active', 'created_at', 'updated_at']
+    list_filter = ['is_active']
+    search_fields = ['setting_name', 'setting_value', 'description']
+    ordering = ['setting_name']
+
+
+@admin.register(RegisteredEmail)
+class RegisteredEmailAdmin(admin.ModelAdmin):
+    list_display = ['email', 'company_name', 'contact_name', 'is_active', 'ticket_count', 'last_ticket_date', 'created_at']
+    list_filter = ['is_active', 'created_at', 'last_ticket_date']
+    search_fields = ['email', 'company_name', 'contact_name', 'notes']
+    readonly_fields = ['added_by', 'created_at', 'updated_at', 'last_ticket_date', 'ticket_count']
+    ordering = ['-created_at']
+    
+    fieldsets = (
+        ('Email Information', {
+            'fields': ('email', 'is_active')
+        }),
+        ('Contact Details', {
+            'fields': ('company_name', 'contact_name', 'notes')
+        }),
+        ('Statistics', {
+            'fields': ('ticket_count', 'last_ticket_date'),
+            'classes': ('collapse',)
+        }),
+        ('System Information', {
+            'fields': ('added_by', 'created_at', 'updated_at'),
+            'classes': ('collapse',)
+        }),
+    )
+    
+    def save_model(self, request, obj, form, change):
+        """Automatically set added_by to current user if creating new record"""
+        if not change:  # If creating new object
+            obj.added_by = request.user
+        super().save_model(request, obj, form, change)

backEnd/support/apps.py

@@ -0,0 +1,10 @@
+from django.apps import AppConfig
+
+
+class SupportConfig(AppConfig):
+    default_auto_field = 'django.db.models.BigAutoField'
+    name = 'support'
+    
+    def ready(self):
+        """Import signal handlers when app is ready"""
+        import support.signals

backEnd/support/email_service.py

@@ -0,0 +1,161 @@
+"""
+Email Service for Support Tickets
+Handles sending email notifications for ticket creation and updates
+"""
+
+from django.core.mail import EmailMultiAlternatives
+from django.template.loader import render_to_string
+from django.conf import settings
+from django.utils.html import strip_tags
+import logging
+
+logger = logging.getLogger(__name__)
+
+
+class SupportEmailService:
+    """Service for sending support ticket related emails"""
+    
+    @staticmethod
+    def send_ticket_confirmation_to_user(ticket):
+        """
+        Send ticket confirmation email to the user who created the ticket
+        
+        Args:
+            ticket: SupportTicket instance
+        """
+        try:
+            subject = f'Ticket Created: {ticket.ticket_number}'
+            
+            # Context for email template
+            context = {
+                'ticket': ticket,
+                'ticket_number': ticket.ticket_number,
+                'user_name': ticket.user_name,
+                'title': ticket.title,
+                'description': ticket.description,
+                'ticket_type': ticket.get_ticket_type_display(),
+                'category': ticket.category.name if ticket.category else 'General',
+                'priority': ticket.priority.name if ticket.priority else 'Medium',
+                'status': ticket.status.name if ticket.status else 'Open',
+                'created_at': ticket.created_at.strftime('%B %d, %Y at %I:%M %p'),
+                'support_url': f'{settings.SITE_URL}/support-center',
+            }
+            
+            # Render HTML email
+            html_message = render_to_string(
+                'support/ticket_confirmation_user.html',
+                context
+            )
+            
+            # Create plain text version
+            text_message = render_to_string(
+                'support/ticket_confirmation_user.txt',
+                context
+            )
+            
+            # Create email
+            email = EmailMultiAlternatives(
+                subject=subject,
+                body=text_message,
+                from_email=settings.DEFAULT_FROM_EMAIL,
+                to=[ticket.user_email],
+            )
+            
+            # Attach HTML version
+            email.attach_alternative(html_message, "text/html")
+            
+            # Send email
+            email.send(fail_silently=False)
+            
+            logger.info(f'Ticket confirmation email sent to user: {ticket.user_email} for ticket {ticket.ticket_number}')
+            return True
+            
+        except Exception as e:
+            logger.error(f'Failed to send ticket confirmation email to user: {str(e)}')
+            return False
+    
+    @staticmethod
+    def send_ticket_notification_to_company(ticket):
+        """
+        Send ticket notification email to company/support team
+        
+        Args:
+            ticket: SupportTicket instance
+        """
+        try:
+            subject = f'New Support Ticket: {ticket.ticket_number} - {ticket.title}'
+            
+            # Get company email from settings
+            company_email = getattr(settings, 'SUPPORT_EMAIL', settings.DEFAULT_FROM_EMAIL)
+            
+            # Context for email template
+            context = {
+                'ticket': ticket,
+                'ticket_number': ticket.ticket_number,
+                'user_name': ticket.user_name,
+                'user_email': ticket.user_email,
+                'user_phone': ticket.user_phone,
+                'company': ticket.company,
+                'title': ticket.title,
+                'description': ticket.description,
+                'ticket_type': ticket.get_ticket_type_display(),
+                'category': ticket.category.name if ticket.category else 'General',
+                'priority': ticket.priority.name if ticket.priority else 'Medium',
+                'status': ticket.status.name if ticket.status else 'Open',
+                'created_at': ticket.created_at.strftime('%B %d, %Y at %I:%M %p'),
+                'admin_url': f'{settings.SITE_URL}/admin/support/supportticket/{ticket.id}/change/',
+            }
+            
+            # Render HTML email
+            html_message = render_to_string(
+                'support/ticket_notification_company.html',
+                context
+            )
+            
+            # Create plain text version
+            text_message = render_to_string(
+                'support/ticket_notification_company.txt',
+                context
+            )
+            
+            # Create email
+            email = EmailMultiAlternatives(
+                subject=subject,
+                body=text_message,
+                from_email=settings.DEFAULT_FROM_EMAIL,
+                to=[company_email],
+                reply_to=[ticket.user_email],
+            )
+            
+            # Attach HTML version
+            email.attach_alternative(html_message, "text/html")
+            
+            # Send email
+            email.send(fail_silently=False)
+            
+            logger.info(f'Ticket notification email sent to company: {company_email} for ticket {ticket.ticket_number}')
+            return True
+            
+        except Exception as e:
+            logger.error(f'Failed to send ticket notification email to company: {str(e)}')
+            return False
+    
+    @staticmethod
+    def send_ticket_created_emails(ticket):
+        """
+        Send both user confirmation and company notification emails
+        
+        Args:
+            ticket: SupportTicket instance
+            
+        Returns:
+            dict with status of both emails
+        """
+        user_email_sent = SupportEmailService.send_ticket_confirmation_to_user(ticket)
+        company_email_sent = SupportEmailService.send_ticket_notification_to_company(ticket)
+        
+        return {
+            'user_email_sent': user_email_sent,
+            'company_email_sent': company_email_sent,
+        }
+

backEnd/support/management/commands/add_registered_emails.py

@@ -0,0 +1,57 @@
+"""
+Management command to add registered emails for testing
+"""
+from django.core.management.base import BaseCommand
+from django.contrib.auth.models import User
+from support.models import RegisteredEmail
+
+
+class Command(BaseCommand):
+    help = 'Add sample registered emails for testing'
+
+    def handle(self, *args, **kwargs):
+        # Get the admin user to set as added_by
+        admin_user = User.objects.filter(is_superuser=True).first()
+        
+        emails_to_add = [
+            {
+                'email': 'admin@gnxsoft.com',
+                'company_name': 'GNX Software',
+                'contact_name': 'Admin User',
+                'notes': 'Primary admin email',
+            },
+            {
+                'email': 'support@gnxsoft.com',
+                'company_name': 'GNX Software',
+                'contact_name': 'Support Team',
+                'notes': 'General support email',
+            },
+        ]
+        
+        created_count = 0
+        for email_data in emails_to_add:
+            registered_email, created = RegisteredEmail.objects.get_or_create(
+                email=email_data['email'],
+                defaults={
+                    'company_name': email_data['company_name'],
+                    'contact_name': email_data['contact_name'],
+                    'notes': email_data['notes'],
+                    'added_by': admin_user,
+                    'is_active': True,
+                }
+            )
+            
+            if created:
+                created_count += 1
+                self.stdout.write(
+                    self.style.SUCCESS(f'✓ Created registered email: {email_data["email"]}')
+                )
+            else:
+                self.stdout.write(
+                    self.style.WARNING(f'- Email already exists: {email_data["email"]}')
+                )
+        
+        self.stdout.write(
+            self.style.SUCCESS(f'\n✓ Added {created_count} new registered emails')
+        )
+

backEnd/support/management/commands/populate_support_data.py

@@ -0,0 +1,268 @@
+from django.core.management.base import BaseCommand
+from django.utils.text import slugify
+from support.models import (
+    TicketStatus, TicketPriority, TicketCategory,
+    KnowledgeBaseCategory, KnowledgeBaseArticle
+)
+
+
+class Command(BaseCommand):
+    help = 'Populate support center with initial data'
+
+    def handle(self, *args, **kwargs):
+        self.stdout.write(self.style.SUCCESS('Starting to populate support data...'))
+
+        # Create Ticket Statuses
+        self.create_ticket_statuses()
+        
+        # Create Ticket Priorities
+        self.create_ticket_priorities()
+        
+        # Create Ticket Categories
+        self.create_ticket_categories()
+        
+        # Create Knowledge Base Categories
+        self.create_kb_categories()
+        
+        # Create Knowledge Base Articles
+        self.create_kb_articles()
+
+        self.stdout.write(self.style.SUCCESS('Successfully populated support data!'))
+
+    def create_ticket_statuses(self):
+        self.stdout.write('Creating ticket statuses...')
+        
+        statuses = [
+            {'name': 'Open', 'color': '#3b82f6', 'description': 'Ticket has been opened', 'is_closed': False, 'display_order': 1},
+            {'name': 'In Progress', 'color': '#f59e0b', 'description': 'Ticket is being worked on', 'is_closed': False, 'display_order': 2},
+            {'name': 'Pending Response', 'color': '#8b5cf6', 'description': 'Waiting for customer response', 'is_closed': False, 'display_order': 3},
+            {'name': 'Resolved', 'color': '#10b981', 'description': 'Ticket has been resolved', 'is_closed': True, 'display_order': 4},
+            {'name': 'Closed', 'color': '#6b7280', 'description': 'Ticket has been closed', 'is_closed': True, 'display_order': 5},
+        ]
+
+        for status_data in statuses:
+            status, created = TicketStatus.objects.get_or_create(
+                name=status_data['name'],
+                defaults=status_data
+            )
+            if created:
+                self.stdout.write(self.style.SUCCESS(f'  ✓ Created status: {status.name}'))
+            else:
+                self.stdout.write(f'  - Status already exists: {status.name}')
+
+    def create_ticket_priorities(self):
+        self.stdout.write('Creating ticket priorities...')
+        
+        priorities = [
+            {'name': 'Low', 'level': 4, 'color': '#6b7280', 'description': 'Low priority issue', 'sla_hours': 72},
+            {'name': 'Medium', 'level': 3, 'color': '#3b82f6', 'description': 'Medium priority issue', 'sla_hours': 48},
+            {'name': 'High', 'level': 2, 'color': '#f59e0b', 'description': 'High priority issue', 'sla_hours': 24},
+            {'name': 'Critical', 'level': 1, 'color': '#ef4444', 'description': 'Critical issue requiring immediate attention', 'sla_hours': 4},
+        ]
+
+        for priority_data in priorities:
+            priority, created = TicketPriority.objects.get_or_create(
+                name=priority_data['name'],
+                defaults=priority_data
+            )
+            if created:
+                self.stdout.write(self.style.SUCCESS(f'  ✓ Created priority: {priority.name}'))
+            else:
+                self.stdout.write(f'  - Priority already exists: {priority.name}')
+
+    def create_ticket_categories(self):
+        self.stdout.write('Creating ticket categories...')
+        
+        categories = [
+            {'name': 'Technical Support', 'description': 'Technical issues and troubleshooting', 'color': '#3b82f6', 'icon': 'fa-wrench', 'display_order': 1},
+            {'name': 'Billing & Payments', 'description': 'Billing questions and payment issues', 'color': '#10b981', 'icon': 'fa-credit-card', 'display_order': 2},
+            {'name': 'Account Management', 'description': 'Account settings and access issues', 'color': '#8b5cf6', 'icon': 'fa-user-cog', 'display_order': 3},
+            {'name': 'Product Inquiry', 'description': 'Questions about products and features', 'color': '#f59e0b', 'icon': 'fa-box', 'display_order': 4},
+            {'name': 'Bug Reports', 'description': 'Report software bugs and issues', 'color': '#ef4444', 'icon': 'fa-bug', 'display_order': 5},
+            {'name': 'Feature Requests', 'description': 'Request new features or improvements', 'color': '#06b6d4', 'icon': 'fa-lightbulb', 'display_order': 6},
+        ]
+
+        for category_data in categories:
+            category, created = TicketCategory.objects.get_or_create(
+                name=category_data['name'],
+                defaults=category_data
+            )
+            if created:
+                self.stdout.write(self.style.SUCCESS(f'  ✓ Created category: {category.name}'))
+            else:
+                self.stdout.write(f'  - Category already exists: {category.name}')
+
+    def create_kb_categories(self):
+        self.stdout.write('Creating knowledge base categories...')
+        
+        categories = [
+            {'name': 'Getting Started', 'slug': 'getting-started', 'description': 'Learn the basics and get started quickly', 'icon': 'fa-rocket', 'color': '#3b82f6', 'display_order': 1},
+            {'name': 'Account & Billing', 'slug': 'account-billing', 'description': 'Manage your account and billing information', 'icon': 'fa-user-circle', 'color': '#10b981', 'display_order': 2},
+            {'name': 'Technical Documentation', 'slug': 'technical-docs', 'description': 'Technical guides and API documentation', 'icon': 'fa-code', 'color': '#8b5cf6', 'display_order': 3},
+            {'name': 'Troubleshooting', 'slug': 'troubleshooting', 'description': 'Common issues and how to resolve them', 'icon': 'fa-tools', 'color': '#f59e0b', 'display_order': 4},
+            {'name': 'Security & Privacy', 'slug': 'security-privacy', 'description': 'Security features and privacy settings', 'icon': 'fa-shield-alt', 'color': '#ef4444', 'display_order': 5},
+            {'name': 'Best Practices', 'slug': 'best-practices', 'description': 'Tips and best practices for optimal use', 'icon': 'fa-star', 'color': '#daa520', 'display_order': 6},
+        ]
+
+        for category_data in categories:
+            category, created = KnowledgeBaseCategory.objects.get_or_create(
+                slug=category_data['slug'],
+                defaults=category_data
+            )
+            if created:
+                self.stdout.write(self.style.SUCCESS(f'  ✓ Created KB category: {category.name}'))
+            else:
+                self.stdout.write(f'  - KB category already exists: {category.name}')
+
+    def create_kb_articles(self):
+        self.stdout.write('Creating knowledge base articles...')
+        
+        # Get categories
+        getting_started = KnowledgeBaseCategory.objects.filter(slug='getting-started').first()
+        account_billing = KnowledgeBaseCategory.objects.filter(slug='account-billing').first()
+        technical = KnowledgeBaseCategory.objects.filter(slug='technical-docs').first()
+        troubleshooting = KnowledgeBaseCategory.objects.filter(slug='troubleshooting').first()
+
+        articles = [
+            {
+                'title': 'How to Get Started with Our Platform',
+                'slug': 'how-to-get-started',
+                'category': getting_started,
+                'summary': 'A comprehensive guide to help you get started with our platform quickly and easily.',
+                'content': '''<h2>Welcome to Our Platform!</h2>
+                <p>This guide will help you get started with our platform in just a few simple steps.</p>
+                
+                <h3>Step 1: Create Your Account</h3>
+                <p>Visit our sign-up page and create your account using your email address or social login.</p>
+                
+                <h3>Step 2: Complete Your Profile</h3>
+                <p>Add your company information and customize your profile settings.</p>
+                
+                <h3>Step 3: Explore the Dashboard</h3>
+                <p>Familiarize yourself with the main dashboard and available features.</p>
+                
+                <h3>Step 4: Start Using Our Services</h3>
+                <p>Begin using our services and tools to achieve your business goals.</p>
+                
+                <p>If you need any help, our support team is always here to assist you!</p>''',
+                'is_published': True,
+                'is_featured': True,
+            },
+            {
+                'title': 'Understanding Your Billing Cycle',
+                'slug': 'understanding-billing-cycle',
+                'category': account_billing,
+                'summary': 'Learn how our billing cycle works and how to manage your payments.',
+                'content': '''<h2>Billing Cycle Overview</h2>
+                <p>Understanding your billing cycle is important for managing your subscription effectively.</p>
+                
+                <h3>Monthly Billing</h3>
+                <p>For monthly subscriptions, you'll be charged on the same date each month.</p>
+                
+                <h3>Annual Billing</h3>
+                <p>Annual subscriptions offer a discount and are billed once per year.</p>
+                
+                <h3>Managing Your Subscription</h3>
+                <p>You can upgrade, downgrade, or cancel your subscription at any time from your account settings.</p>''',
+                'is_published': True,
+                'is_featured': True,
+            },
+            {
+                'title': 'API Documentation Overview',
+                'slug': 'api-documentation-overview',
+                'category': technical,
+                'summary': 'Complete guide to our API endpoints and authentication.',
+                'content': '''<h2>API Documentation</h2>
+                <p>Our API provides programmatic access to all platform features.</p>
+                
+                <h3>Authentication</h3>
+                <p>All API requests require authentication using an API key.</p>
+                <code>Authorization: Bearer YOUR_API_KEY</code>
+                
+                <h3>Rate Limits</h3>
+                <p>Standard accounts are limited to 1000 requests per hour.</p>
+                
+                <h3>Response Format</h3>
+                <p>All responses are returned in JSON format.</p>''',
+                'is_published': True,
+                'is_featured': True,
+            },
+            {
+                'title': 'Common Login Issues and Solutions',
+                'slug': 'common-login-issues',
+                'category': troubleshooting,
+                'summary': 'Troubleshoot common login problems and learn how to resolve them.',
+                'content': '''<h2>Login Troubleshooting</h2>
+                <p>Having trouble logging in? Here are some common issues and solutions.</p>
+                
+                <h3>Forgot Password</h3>
+                <p>Click "Forgot Password" on the login page to reset your password via email.</p>
+                
+                <h3>Account Locked</h3>
+                <p>After multiple failed login attempts, your account may be temporarily locked for security.</p>
+                
+                <h3>Browser Issues</h3>
+                <p>Clear your browser cache and cookies, or try a different browser.</p>
+                
+                <h3>Still Having Issues?</h3>
+                <p>Contact our support team for personalized assistance.</p>''',
+                'is_published': True,
+                'is_featured': False,
+            },
+            {
+                'title': 'How to Update Your Payment Method',
+                'slug': 'update-payment-method',
+                'category': account_billing,
+                'summary': 'Step-by-step guide to updating your payment information.',
+                'content': '''<h2>Updating Payment Information</h2>
+                <p>Keep your payment method up to date to avoid service interruptions.</p>
+                
+                <h3>Steps to Update</h3>
+                <ol>
+                    <li>Go to Account Settings</li>
+                    <li>Click on "Billing & Payments"</li>
+                    <li>Select "Update Payment Method"</li>
+                    <li>Enter your new payment details</li>
+                    <li>Click "Save Changes"</li>
+                </ol>
+                
+                <h3>Supported Payment Methods</h3>
+                <p>We accept all major credit cards, PayPal, and bank transfers.</p>''',
+                'is_published': True,
+                'is_featured': False,
+            },
+            {
+                'title': 'Security Best Practices',
+                'slug': 'security-best-practices',
+                'category': KnowledgeBaseCategory.objects.filter(slug='security-privacy').first(),
+                'summary': 'Essential security practices to keep your account safe.',
+                'content': '''<h2>Account Security</h2>
+                <p>Follow these best practices to keep your account secure.</p>
+                
+                <h3>Use Strong Passwords</h3>
+                <p>Create complex passwords with a mix of letters, numbers, and symbols.</p>
+                
+                <h3>Enable Two-Factor Authentication</h3>
+                <p>Add an extra layer of security with 2FA.</p>
+                
+                <h3>Regular Security Audits</h3>
+                <p>Review your account activity regularly for any suspicious behavior.</p>
+                
+                <h3>Keep Software Updated</h3>
+                <p>Always use the latest version of our software for the best security.</p>''',
+                'is_published': True,
+                'is_featured': True,
+            },
+        ]
+
+        for article_data in articles:
+            if article_data['category']:
+                article, created = KnowledgeBaseArticle.objects.get_or_create(
+                    slug=article_data['slug'],
+                    defaults=article_data
+                )
+                if created:
+                    self.stdout.write(self.style.SUCCESS(f'  ✓ Created article: {article.title}'))
+                else:
+                    self.stdout.write(f'  - Article already exists: {article.title}')
+

backEnd/support/migrations/0001_initial.py

@@ -0,0 +1,183 @@
+# Generated by Django 4.2.7 on 2025-10-07 15:42
+
+from django.conf import settings
+from django.db import migrations, models
+import django.db.models.deletion
+
+
+class Migration(migrations.Migration):
+
+    initial = True
+
+    dependencies = [
+        migrations.swappable_dependency(settings.AUTH_USER_MODEL),
+    ]
+
+    operations = [
+        migrations.CreateModel(
+            name='SupportSettings',
+            fields=[
+                ('id', models.BigAutoField(auto_created=True, primary_key=True, serialize=False, verbose_name='ID')),
+                ('setting_name', models.CharField(max_length=100, unique=True)),
+                ('setting_value', models.TextField()),
+                ('description', models.TextField(blank=True)),
+                ('is_active', models.BooleanField(default=True)),
+                ('created_at', models.DateTimeField(auto_now_add=True)),
+                ('updated_at', models.DateTimeField(auto_now=True)),
+            ],
+            options={
+                'verbose_name_plural': 'Support Settings',
+            },
+        ),
+        migrations.CreateModel(
+            name='TicketCategory',
+            fields=[
+                ('id', models.BigAutoField(auto_created=True, primary_key=True, serialize=False, verbose_name='ID')),
+                ('name', models.CharField(max_length=100, unique=True)),
+                ('description', models.TextField(blank=True)),
+                ('color', models.CharField(default='#667eea', help_text='Hex color code', max_length=7)),
+                ('icon', models.CharField(default='fa-question-circle', help_text='FontAwesome icon class', max_length=50)),
+                ('is_active', models.BooleanField(default=True)),
+                ('display_order', models.PositiveIntegerField(default=0)),
+                ('created_at', models.DateTimeField(auto_now_add=True)),
+                ('updated_at', models.DateTimeField(auto_now=True)),
+            ],
+            options={
+                'verbose_name_plural': 'Ticket Categories',
+                'ordering': ['display_order', 'name'],
+            },
+        ),
+        migrations.CreateModel(
+            name='TicketPriority',
+            fields=[
+                ('id', models.BigAutoField(auto_created=True, primary_key=True, serialize=False, verbose_name='ID')),
+                ('name', models.CharField(max_length=50, unique=True)),
+                ('level', models.PositiveIntegerField(help_text='Lower number = higher priority', unique=True)),
+                ('color', models.CharField(default='#667eea', help_text='Hex color code', max_length=7)),
+                ('description', models.TextField(blank=True)),
+                ('sla_hours', models.PositiveIntegerField(default=24, help_text='SLA response time in hours')),
+                ('is_active', models.BooleanField(default=True)),
+                ('created_at', models.DateTimeField(auto_now_add=True)),
+            ],
+            options={
+                'verbose_name_plural': 'Ticket Priorities',
+                'ordering': ['level'],
+            },
+        ),
+        migrations.CreateModel(
+            name='TicketStatus',
+            fields=[
+                ('id', models.BigAutoField(auto_created=True, primary_key=True, serialize=False, verbose_name='ID')),
+                ('name', models.CharField(max_length=50, unique=True)),
+                ('color', models.CharField(default='#667eea', help_text='Hex color code', max_length=7)),
+                ('description', models.TextField(blank=True)),
+                ('is_closed', models.BooleanField(default=False, help_text='Whether this status represents a closed ticket')),
+                ('is_active', models.BooleanField(default=True)),
+                ('display_order', models.PositiveIntegerField(default=0)),
+                ('created_at', models.DateTimeField(auto_now_add=True)),
+            ],
+            options={
+                'verbose_name_plural': 'Ticket Statuses',
+                'ordering': ['display_order', 'name'],
+            },
+        ),
+        migrations.CreateModel(
+            name='SupportTicket',
+            fields=[
+                ('id', models.BigAutoField(auto_created=True, primary_key=True, serialize=False, verbose_name='ID')),
+                ('ticket_number', models.CharField(editable=False, max_length=20, unique=True)),
+                ('title', models.CharField(max_length=200)),
+                ('description', models.TextField()),
+                ('ticket_type', models.CharField(choices=[('technical', 'Technical Issue'), ('billing', 'Billing Question'), ('feature_request', 'Feature Request'), ('bug_report', 'Bug Report'), ('general', 'General Inquiry'), ('account', 'Account Issue')], default='general', max_length=20)),
+                ('user_name', models.CharField(max_length=100)),
+                ('user_email', models.EmailField(max_length=254)),
+                ('user_phone', models.CharField(blank=True, max_length=20)),
+                ('company', models.CharField(blank=True, max_length=100)),
+                ('assigned_at', models.DateTimeField(blank=True, null=True)),
+                ('created_at', models.DateTimeField(auto_now_add=True)),
+                ('updated_at', models.DateTimeField(auto_now=True)),
+                ('closed_at', models.DateTimeField(blank=True, null=True)),
+                ('last_activity', models.DateTimeField(auto_now=True)),
+                ('first_response_at', models.DateTimeField(blank=True, null=True)),
+                ('sla_deadline', models.DateTimeField(blank=True, null=True)),
+                ('tags', models.CharField(blank=True, help_text='Comma-separated tags', max_length=500)),
+                ('internal_notes', models.TextField(blank=True, help_text='Internal notes visible only to staff')),
+                ('is_escalated', models.BooleanField(default=False)),
+                ('escalation_reason', models.TextField(blank=True)),
+                ('attachments', models.JSONField(blank=True, default=list, help_text='List of file paths')),
+                ('assigned_to', models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='assigned_tickets', to=settings.AUTH_USER_MODEL)),
+                ('category', models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, to='support.ticketcategory')),
+                ('priority', models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, to='support.ticketpriority')),
+                ('status', models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, to='support.ticketstatus')),
+                ('user', models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.CASCADE, related_name='support_tickets', to=settings.AUTH_USER_MODEL)),
+            ],
+            options={
+                'ordering': ['-created_at'],
+            },
+        ),
+        migrations.CreateModel(
+            name='TicketMessage',
+            fields=[
+                ('id', models.BigAutoField(auto_created=True, primary_key=True, serialize=False, verbose_name='ID')),
+                ('message_type', models.CharField(choices=[('user_message', 'User Message'), ('agent_response', 'Agent Response'), ('system_note', 'System Note'), ('status_change', 'Status Change'), ('assignment_change', 'Assignment Change'), ('escalation', 'Escalation')], default='user_message', max_length=20)),
+                ('content', models.TextField()),
+                ('author_name', models.CharField(blank=True, max_length=100)),
+                ('author_email', models.EmailField(blank=True, max_length=254)),
+                ('is_internal', models.BooleanField(default=False, help_text='Internal message not visible to user')),
+                ('created_at', models.DateTimeField(auto_now_add=True)),
+                ('updated_at', models.DateTimeField(auto_now=True)),
+                ('attachments', models.JSONField(blank=True, default=list, help_text='List of file paths')),
+                ('is_read', models.BooleanField(default=False)),
+                ('read_at', models.DateTimeField(blank=True, null=True)),
+                ('author', models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='ticket_messages', to=settings.AUTH_USER_MODEL)),
+                ('read_by', models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='read_messages', to=settings.AUTH_USER_MODEL)),
+                ('ticket', models.ForeignKey(on_delete=django.db.models.deletion.CASCADE, related_name='messages', to='support.supportticket')),
+            ],
+            options={
+                'ordering': ['created_at'],
+                'indexes': [models.Index(fields=['ticket', 'created_at'], name='support_tic_ticket__0cd9bd_idx'), models.Index(fields=['author'], name='support_tic_author__503d4b_idx'), models.Index(fields=['message_type'], name='support_tic_message_6220bd_idx')],
+            },
+        ),
+        migrations.CreateModel(
+            name='TicketActivity',
+            fields=[
+                ('id', models.BigAutoField(auto_created=True, primary_key=True, serialize=False, verbose_name='ID')),
+                ('activity_type', models.CharField(choices=[('created', 'Ticket Created'), ('updated', 'Ticket Updated'), ('status_changed', 'Status Changed'), ('assigned', 'Ticket Assigned'), ('message_added', 'Message Added'), ('escalated', 'Ticket Escalated'), ('closed', 'Ticket Closed'), ('reopened', 'Ticket Reopened')], max_length=20)),
+                ('description', models.TextField()),
+                ('user_name', models.CharField(blank=True, max_length=100)),
+                ('old_value', models.TextField(blank=True)),
+                ('new_value', models.TextField(blank=True)),
+                ('created_at', models.DateTimeField(auto_now_add=True)),
+                ('ticket', models.ForeignKey(on_delete=django.db.models.deletion.CASCADE, related_name='activities', to='support.supportticket')),
+                ('user', models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='ticket_activities', to=settings.AUTH_USER_MODEL)),
+            ],
+            options={
+                'ordering': ['-created_at'],
+                'indexes': [models.Index(fields=['ticket', 'created_at'], name='support_tic_ticket__4097ca_idx'), models.Index(fields=['activity_type'], name='support_tic_activit_9c98a0_idx')],
+            },
+        ),
+        migrations.AddIndex(
+            model_name='supportticket',
+            index=models.Index(fields=['ticket_number'], name='support_sup_ticket__4a7d4b_idx'),
+        ),
+        migrations.AddIndex(
+            model_name='supportticket',
+            index=models.Index(fields=['user_email'], name='support_sup_user_em_c518a8_idx'),
+        ),
+        migrations.AddIndex(
+            model_name='supportticket',
+            index=models.Index(fields=['status'], name='support_sup_status__7b4480_idx'),
+        ),
+        migrations.AddIndex(
+            model_name='supportticket',
+            index=models.Index(fields=['priority'], name='support_sup_priorit_5d48ff_idx'),
+        ),
+        migrations.AddIndex(
+            model_name='supportticket',
+            index=models.Index(fields=['assigned_to'], name='support_sup_assigne_53b075_idx'),
+        ),
+        migrations.AddIndex(
+            model_name='supportticket',
+            index=models.Index(fields=['created_at'], name='support_sup_created_83a137_idx'),
+        ),
+    ]

backEnd/support/migrations/0002_knowledgebasecategory_knowledgebasearticle.py

@@ -0,0 +1,61 @@
+# Generated by Django 4.2.7 on 2025-10-07 18:06
+
+from django.conf import settings
+from django.db import migrations, models
+import django.db.models.deletion
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        migrations.swappable_dependency(settings.AUTH_USER_MODEL),
+        ('support', '0001_initial'),
+    ]
+
+    operations = [
+        migrations.CreateModel(
+            name='KnowledgeBaseCategory',
+            fields=[
+                ('id', models.BigAutoField(auto_created=True, primary_key=True, serialize=False, verbose_name='ID')),
+                ('name', models.CharField(max_length=100, unique=True)),
+                ('slug', models.SlugField(max_length=120, unique=True)),
+                ('description', models.TextField(blank=True)),
+                ('icon', models.CharField(default='fa-book', help_text='FontAwesome icon class', max_length=50)),
+                ('color', models.CharField(default='#667eea', help_text='Hex color code', max_length=7)),
+                ('is_active', models.BooleanField(default=True)),
+                ('display_order', models.PositiveIntegerField(default=0)),
+                ('created_at', models.DateTimeField(auto_now_add=True)),
+                ('updated_at', models.DateTimeField(auto_now=True)),
+            ],
+            options={
+                'verbose_name_plural': 'Knowledge Base Categories',
+                'ordering': ['display_order', 'name'],
+            },
+        ),
+        migrations.CreateModel(
+            name='KnowledgeBaseArticle',
+            fields=[
+                ('id', models.BigAutoField(auto_created=True, primary_key=True, serialize=False, verbose_name='ID')),
+                ('title', models.CharField(max_length=200)),
+                ('slug', models.SlugField(max_length=220, unique=True)),
+                ('content', models.TextField()),
+                ('summary', models.TextField(blank=True, help_text='Short summary of the article')),
+                ('meta_description', models.CharField(blank=True, max_length=160)),
+                ('keywords', models.CharField(blank=True, help_text='Comma-separated keywords', max_length=500)),
+                ('is_published', models.BooleanField(default=False)),
+                ('is_featured', models.BooleanField(default=False)),
+                ('view_count', models.PositiveIntegerField(default=0)),
+                ('helpful_count', models.PositiveIntegerField(default=0)),
+                ('not_helpful_count', models.PositiveIntegerField(default=0)),
+                ('created_at', models.DateTimeField(auto_now_add=True)),
+                ('updated_at', models.DateTimeField(auto_now=True)),
+                ('published_at', models.DateTimeField(blank=True, null=True)),
+                ('author', models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='kb_articles', to=settings.AUTH_USER_MODEL)),
+                ('category', models.ForeignKey(null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='articles', to='support.knowledgebasecategory')),
+            ],
+            options={
+                'ordering': ['-created_at'],
+                'indexes': [models.Index(fields=['slug'], name='support_kno_slug_0c7b3a_idx'), models.Index(fields=['category'], name='support_kno_categor_733ba1_idx'), models.Index(fields=['is_published'], name='support_kno_is_publ_402a55_idx'), models.Index(fields=['created_at'], name='support_kno_created_ef91a5_idx')],
+            },
+        ),
+    ]

backEnd/support/migrations/0003_registeredemail.py

@@ -0,0 +1,39 @@
+# Generated by Django 4.2.7 on 2025-10-07 18:58
+
+from django.conf import settings
+import django.core.validators
+from django.db import migrations, models
+import django.db.models.deletion
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        migrations.swappable_dependency(settings.AUTH_USER_MODEL),
+        ('support', '0002_knowledgebasecategory_knowledgebasearticle'),
+    ]
+
+    operations = [
+        migrations.CreateModel(
+            name='RegisteredEmail',
+            fields=[
+                ('id', models.BigAutoField(auto_created=True, primary_key=True, serialize=False, verbose_name='ID')),
+                ('email', models.EmailField(max_length=254, unique=True, validators=[django.core.validators.EmailValidator()])),
+                ('company_name', models.CharField(blank=True, help_text='Company or organization name', max_length=200)),
+                ('contact_name', models.CharField(blank=True, help_text='Primary contact name', max_length=200)),
+                ('notes', models.TextField(blank=True, help_text='Internal notes about this registration')),
+                ('is_active', models.BooleanField(default=True, help_text='Whether this email can submit tickets')),
+                ('created_at', models.DateTimeField(auto_now_add=True)),
+                ('updated_at', models.DateTimeField(auto_now=True)),
+                ('last_ticket_date', models.DateTimeField(blank=True, help_text='Last time this email submitted a ticket', null=True)),
+                ('ticket_count', models.PositiveIntegerField(default=0, help_text='Total number of tickets submitted')),
+                ('added_by', models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='registered_emails', to=settings.AUTH_USER_MODEL)),
+            ],
+            options={
+                'verbose_name': 'Registered Email',
+                'verbose_name_plural': 'Registered Emails',
+                'ordering': ['-created_at'],
+                'indexes': [models.Index(fields=['email'], name='support_reg_email_ee78ad_idx'), models.Index(fields=['is_active'], name='support_reg_is_acti_fadc86_idx')],
+            },
+        ),
+    ]

backEnd/support/models.py

@@ -0,0 +1,320 @@
+from django.db import models
+from django.contrib.auth.models import User
+from django.utils import timezone
+from django.core.validators import EmailValidator
+import random
+import string
+
+class TicketStatus(models.Model):
+    name = models.CharField(max_length=50, unique=True)
+    color = models.CharField(max_length=7, default='#667eea', help_text='Hex color code')
+    description = models.TextField(blank=True)
+    is_closed = models.BooleanField(default=False, help_text='Whether this status represents a closed ticket')
+    is_active = models.BooleanField(default=True)
+    display_order = models.PositiveIntegerField(default=0)
+    created_at = models.DateTimeField(auto_now_add=True)
+
+    class Meta:
+        ordering = ['display_order', 'name']
+        verbose_name_plural = 'Ticket Statuses'
+
+    def __str__(self):
+        return self.name
+
+
+class TicketPriority(models.Model):
+    name = models.CharField(max_length=50, unique=True)
+    level = models.PositiveIntegerField(unique=True, help_text='Lower number = higher priority')
+    color = models.CharField(max_length=7, default='#667eea', help_text='Hex color code')
+    description = models.TextField(blank=True)
+    sla_hours = models.PositiveIntegerField(default=24, help_text='SLA response time in hours')
+    is_active = models.BooleanField(default=True)
+    created_at = models.DateTimeField(auto_now_add=True)
+
+    class Meta:
+        ordering = ['level']
+        verbose_name_plural = 'Ticket Priorities'
+
+    def __str__(self):
+        return self.name
+
+
+class TicketCategory(models.Model):
+    name = models.CharField(max_length=100, unique=True)
+    description = models.TextField(blank=True)
+    color = models.CharField(max_length=7, default='#667eea', help_text='Hex color code')
+    icon = models.CharField(max_length=50, default='fa-question-circle', help_text='FontAwesome icon class')
+    is_active = models.BooleanField(default=True)
+    display_order = models.PositiveIntegerField(default=0)
+    created_at = models.DateTimeField(auto_now_add=True)
+    updated_at = models.DateTimeField(auto_now=True)
+
+    class Meta:
+        ordering = ['display_order', 'name']
+        verbose_name_plural = 'Ticket Categories'
+
+    def __str__(self):
+        return self.name
+
+
+class SupportTicket(models.Model):
+    TICKET_TYPES = [
+        ('technical', 'Technical Issue'),
+        ('billing', 'Billing Question'),
+        ('feature_request', 'Feature Request'),
+        ('bug_report', 'Bug Report'),
+        ('general', 'General Inquiry'),
+        ('account', 'Account Issue'),
+    ]
+
+    ticket_number = models.CharField(max_length=20, unique=True, editable=False)
+    title = models.CharField(max_length=200)
+    description = models.TextField()
+    ticket_type = models.CharField(max_length=20, choices=TICKET_TYPES, default='general')
+    
+    # User information
+    user = models.ForeignKey(User, on_delete=models.CASCADE, related_name='support_tickets', null=True, blank=True)
+    user_name = models.CharField(max_length=100)
+    user_email = models.EmailField()
+    user_phone = models.CharField(max_length=20, blank=True)
+    company = models.CharField(max_length=100, blank=True)
+    
+    # Ticket management
+    category = models.ForeignKey(TicketCategory, on_delete=models.SET_NULL, null=True, blank=True)
+    priority = models.ForeignKey(TicketPriority, on_delete=models.SET_NULL, null=True, blank=True)
+    status = models.ForeignKey(TicketStatus, on_delete=models.SET_NULL, null=True, blank=True)
+    assigned_to = models.ForeignKey(User, on_delete=models.SET_NULL, null=True, blank=True, related_name='assigned_tickets')
+    assigned_at = models.DateTimeField(null=True, blank=True)
+    
+    # Timestamps
+    created_at = models.DateTimeField(auto_now_add=True)
+    updated_at = models.DateTimeField(auto_now=True)
+    closed_at = models.DateTimeField(null=True, blank=True)
+    last_activity = models.DateTimeField(auto_now=True)
+    first_response_at = models.DateTimeField(null=True, blank=True)
+    sla_deadline = models.DateTimeField(null=True, blank=True)
+    
+    # Additional fields
+    tags = models.CharField(max_length=500, blank=True, help_text='Comma-separated tags')
+    internal_notes = models.TextField(blank=True, help_text='Internal notes visible only to staff')
+    is_escalated = models.BooleanField(default=False)
+    escalation_reason = models.TextField(blank=True)
+    attachments = models.JSONField(default=list, blank=True, help_text='List of file paths')
+
+    class Meta:
+        ordering = ['-created_at']
+        indexes = [
+            models.Index(fields=['ticket_number']),
+            models.Index(fields=['user_email']),
+            models.Index(fields=['status']),
+            models.Index(fields=['priority']),
+            models.Index(fields=['assigned_to']),
+            models.Index(fields=['created_at']),
+        ]
+
+    def __str__(self):
+        return f"{self.ticket_number} - {self.title}"
+
+    def save(self, *args, **kwargs):
+        if not self.ticket_number:
+            self.ticket_number = self.generate_ticket_number()
+        
+        # Set SLA deadline based on priority
+        if not self.sla_deadline and self.priority:
+            self.sla_deadline = timezone.now() + timezone.timedelta(hours=self.priority.sla_hours)
+        
+        super().save(*args, **kwargs)
+
+    @staticmethod
+    def generate_ticket_number():
+        """Generate a unique ticket number in format: TKT-YYYYMMDD-XXXXX"""
+        today = timezone.now().strftime('%Y%m%d')
+        random_str = ''.join(random.choices(string.ascii_uppercase + string.digits, k=5))
+        ticket_number = f'TKT-{today}-{random_str}'
+        
+        # Ensure uniqueness
+        while SupportTicket.objects.filter(ticket_number=ticket_number).exists():
+            random_str = ''.join(random.choices(string.ascii_uppercase + string.digits, k=5))
+            ticket_number = f'TKT-{today}-{random_str}'
+        
+        return ticket_number
+
+
+class TicketMessage(models.Model):
+    MESSAGE_TYPES = [
+        ('user_message', 'User Message'),
+        ('agent_response', 'Agent Response'),
+        ('system_note', 'System Note'),
+        ('status_change', 'Status Change'),
+        ('assignment_change', 'Assignment Change'),
+        ('escalation', 'Escalation'),
+    ]
+
+    ticket = models.ForeignKey(SupportTicket, on_delete=models.CASCADE, related_name='messages')
+    message_type = models.CharField(max_length=20, choices=MESSAGE_TYPES, default='user_message')
+    content = models.TextField()
+    
+    # Author information
+    author = models.ForeignKey(User, on_delete=models.SET_NULL, null=True, blank=True, related_name='ticket_messages')
+    author_name = models.CharField(max_length=100, blank=True)
+    author_email = models.EmailField(blank=True)
+    
+    # Message metadata
+    is_internal = models.BooleanField(default=False, help_text='Internal message not visible to user')
+    created_at = models.DateTimeField(auto_now_add=True)
+    updated_at = models.DateTimeField(auto_now=True)
+    attachments = models.JSONField(default=list, blank=True, help_text='List of file paths')
+    
+    # Read status
+    is_read = models.BooleanField(default=False)
+    read_at = models.DateTimeField(null=True, blank=True)
+    read_by = models.ForeignKey(User, on_delete=models.SET_NULL, null=True, blank=True, related_name='read_messages')
+
+    class Meta:
+        ordering = ['created_at']
+        indexes = [
+            models.Index(fields=['ticket', 'created_at']),
+            models.Index(fields=['author']),
+            models.Index(fields=['message_type']),
+        ]
+
+    def __str__(self):
+        return f"Message on {self.ticket.ticket_number} at {self.created_at}"
+
+
+class TicketActivity(models.Model):
+    ACTIVITY_TYPES = [
+        ('created', 'Ticket Created'),
+        ('updated', 'Ticket Updated'),
+        ('status_changed', 'Status Changed'),
+        ('assigned', 'Ticket Assigned'),
+        ('message_added', 'Message Added'),
+        ('escalated', 'Ticket Escalated'),
+        ('closed', 'Ticket Closed'),
+        ('reopened', 'Ticket Reopened'),
+    ]
+
+    ticket = models.ForeignKey(SupportTicket, on_delete=models.CASCADE, related_name='activities')
+    activity_type = models.CharField(max_length=20, choices=ACTIVITY_TYPES)
+    description = models.TextField()
+    user = models.ForeignKey(User, on_delete=models.SET_NULL, null=True, blank=True, related_name='ticket_activities')
+    user_name = models.CharField(max_length=100, blank=True)
+    old_value = models.TextField(blank=True)
+    new_value = models.TextField(blank=True)
+    created_at = models.DateTimeField(auto_now_add=True)
+
+    class Meta:
+        ordering = ['-created_at']
+        indexes = [
+            models.Index(fields=['ticket', 'created_at']),
+            models.Index(fields=['activity_type']),
+        ]
+
+    def __str__(self):
+        return f"{self.activity_type} - {self.ticket.ticket_number}"
+
+
+class KnowledgeBaseCategory(models.Model):
+    name = models.CharField(max_length=100, unique=True)
+    slug = models.SlugField(max_length=120, unique=True)
+    description = models.TextField(blank=True)
+    icon = models.CharField(max_length=50, default='fa-book', help_text='FontAwesome icon class')
+    color = models.CharField(max_length=7, default='#667eea', help_text='Hex color code')
+    is_active = models.BooleanField(default=True)
+    display_order = models.PositiveIntegerField(default=0)
+    created_at = models.DateTimeField(auto_now_add=True)
+    updated_at = models.DateTimeField(auto_now=True)
+
+    class Meta:
+        ordering = ['display_order', 'name']
+        verbose_name_plural = 'Knowledge Base Categories'
+
+    def __str__(self):
+        return self.name
+
+
+class KnowledgeBaseArticle(models.Model):
+    title = models.CharField(max_length=200)
+    slug = models.SlugField(max_length=220, unique=True)
+    category = models.ForeignKey(KnowledgeBaseCategory, on_delete=models.SET_NULL, null=True, related_name='articles')
+    content = models.TextField()
+    summary = models.TextField(blank=True, help_text='Short summary of the article')
+    
+    # SEO and metadata
+    meta_description = models.CharField(max_length=160, blank=True)
+    keywords = models.CharField(max_length=500, blank=True, help_text='Comma-separated keywords')
+    
+    # Article management
+    author = models.ForeignKey(User, on_delete=models.SET_NULL, null=True, blank=True, related_name='kb_articles')
+    is_published = models.BooleanField(default=False)
+    is_featured = models.BooleanField(default=False)
+    view_count = models.PositiveIntegerField(default=0)
+    helpful_count = models.PositiveIntegerField(default=0)
+    not_helpful_count = models.PositiveIntegerField(default=0)
+    
+    # Timestamps
+    created_at = models.DateTimeField(auto_now_add=True)
+    updated_at = models.DateTimeField(auto_now=True)
+    published_at = models.DateTimeField(null=True, blank=True)
+
+    class Meta:
+        ordering = ['-created_at']
+        indexes = [
+            models.Index(fields=['slug']),
+            models.Index(fields=['category']),
+            models.Index(fields=['is_published']),
+            models.Index(fields=['created_at']),
+        ]
+
+    def __str__(self):
+        return self.title
+
+
+class SupportSettings(models.Model):
+    setting_name = models.CharField(max_length=100, unique=True)
+    setting_value = models.TextField()
+    description = models.TextField(blank=True)
+    is_active = models.BooleanField(default=True)
+    created_at = models.DateTimeField(auto_now_add=True)
+    updated_at = models.DateTimeField(auto_now=True)
+
+    class Meta:
+        verbose_name_plural = 'Support Settings'
+
+    def __str__(self):
+        return self.setting_name
+
+
+class RegisteredEmail(models.Model):
+    """
+    Email addresses that are authorized to submit support tickets
+    Only admins can add/remove emails from this list
+    """
+    email = models.EmailField(unique=True, validators=[EmailValidator()])
+    company_name = models.CharField(max_length=200, blank=True, help_text='Company or organization name')
+    contact_name = models.CharField(max_length=200, blank=True, help_text='Primary contact name')
+    notes = models.TextField(blank=True, help_text='Internal notes about this registration')
+    is_active = models.BooleanField(default=True, help_text='Whether this email can submit tickets')
+    added_by = models.ForeignKey(User, on_delete=models.SET_NULL, null=True, blank=True, related_name='registered_emails')
+    created_at = models.DateTimeField(auto_now_add=True)
+    updated_at = models.DateTimeField(auto_now=True)
+    last_ticket_date = models.DateTimeField(null=True, blank=True, help_text='Last time this email submitted a ticket')
+    ticket_count = models.PositiveIntegerField(default=0, help_text='Total number of tickets submitted')
+
+    class Meta:
+        ordering = ['-created_at']
+        verbose_name = 'Registered Email'
+        verbose_name_plural = 'Registered Emails'
+        indexes = [
+            models.Index(fields=['email']),
+            models.Index(fields=['is_active']),
+        ]
+
+    def __str__(self):
+        return f"{self.email} ({self.company_name or 'No company'})"
+    
+    def increment_ticket_count(self):
+        """Increment ticket count and update last ticket date"""
+        self.ticket_count += 1
+        self.last_ticket_date = timezone.now()
+        self.save(update_fields=['ticket_count', 'last_ticket_date'])

backEnd/support/serializers.py

@@ -0,0 +1,211 @@
+from rest_framework import serializers
+from .models import (
+    SupportTicket, TicketStatus, TicketPriority, TicketCategory,
+    TicketMessage, TicketActivity, KnowledgeBaseCategory, 
+    KnowledgeBaseArticle, SupportSettings
+)
+from .email_service import SupportEmailService
+import logging
+
+logger = logging.getLogger(__name__)
+
+
+class TicketStatusSerializer(serializers.ModelSerializer):
+    class Meta:
+        model = TicketStatus
+        fields = ['id', 'name', 'color', 'description', 'is_closed', 'display_order']
+
+
+class TicketPrioritySerializer(serializers.ModelSerializer):
+    class Meta:
+        model = TicketPriority
+        fields = ['id', 'name', 'level', 'color', 'description', 'sla_hours']
+
+
+class TicketCategorySerializer(serializers.ModelSerializer):
+    class Meta:
+        model = TicketCategory
+        fields = ['id', 'name', 'description', 'color', 'icon', 'display_order']
+
+
+class TicketMessageSerializer(serializers.ModelSerializer):
+    class Meta:
+        model = TicketMessage
+        fields = [
+            'id', 'ticket', 'message_type', 'content', 'author_name', 
+            'author_email', 'is_internal', 'created_at', 'updated_at',
+            'attachments', 'is_read'
+        ]
+        read_only_fields = ['created_at', 'updated_at']
+
+
+class TicketActivitySerializer(serializers.ModelSerializer):
+    class Meta:
+        model = TicketActivity
+        fields = [
+            'id', 'activity_type', 'description', 'user_name', 
+            'old_value', 'new_value', 'created_at'
+        ]
+        read_only_fields = ['created_at']
+
+
+class SupportTicketSerializer(serializers.ModelSerializer):
+    status_name = serializers.CharField(source='status.name', read_only=True)
+    status_color = serializers.CharField(source='status.color', read_only=True)
+    priority_name = serializers.CharField(source='priority.name', read_only=True)
+    priority_color = serializers.CharField(source='priority.color', read_only=True)
+    category_name = serializers.CharField(source='category.name', read_only=True)
+    messages = TicketMessageSerializer(many=True, read_only=True)
+    activities = TicketActivitySerializer(many=True, read_only=True)
+
+    class Meta:
+        model = SupportTicket
+        fields = [
+            'id', 'ticket_number', 'title', 'description', 'ticket_type',
+            'user_name', 'user_email', 'user_phone', 'company',
+            'category', 'category_name', 'priority', 'priority_name', 'priority_color',
+            'status', 'status_name', 'status_color', 'assigned_to', 'assigned_at',
+            'created_at', 'updated_at', 'closed_at', 'last_activity',
+            'first_response_at', 'sla_deadline', 'tags', 'is_escalated',
+            'escalation_reason', 'attachments', 'messages', 'activities'
+        ]
+        read_only_fields = [
+            'ticket_number', 'created_at', 'updated_at', 'last_activity',
+            'assigned_at', 'closed_at', 'first_response_at', 'sla_deadline'
+        ]
+
+
+class SupportTicketCreateSerializer(serializers.ModelSerializer):
+    """Simplified serializer for creating tickets from public form"""
+    ticket_number = serializers.CharField(read_only=True)
+    
+    class Meta:
+        model = SupportTicket
+        fields = [
+            'ticket_number', 'title', 'description', 'ticket_type', 'user_name', 
+            'user_email', 'user_phone', 'company', 'category'
+        ]
+        read_only_fields = ['ticket_number']
+
+    def validate_user_email(self, value):
+        """
+        Validate email format and optionally check if registered
+        """
+        from .models import RegisteredEmail
+        from django.core.validators import validate_email
+        from django.core.exceptions import ValidationError as DjangoValidationError
+        
+        # Basic email format validation
+        try:
+            validate_email(value)
+        except DjangoValidationError:
+            raise serializers.ValidationError("Please enter a valid email address.")
+        
+        # Optional: Check if email is registered (for analytics/tracking)
+        # But don't block ticket creation if not registered
+        try:
+            registered_email = RegisteredEmail.objects.get(email=value)
+            if not registered_email.is_active:
+                # Log this but don't block the ticket
+                logger.warning(f'Ticket submitted by deactivated registered email: {value}')
+        except RegisteredEmail.DoesNotExist:
+            # This is fine - unregistered users can submit tickets
+            logger.info(f'Ticket submitted by unregistered email: {value}')
+        
+        return value
+
+    def create(self, validated_data):
+        from .models import RegisteredEmail
+        
+        # Set default status and priority if not set
+        if not validated_data.get('status'):
+            default_status = TicketStatus.objects.filter(name='Open').first()
+            if default_status:
+                validated_data['status'] = default_status
+
+        if not validated_data.get('priority'):
+            default_priority = TicketPriority.objects.filter(name='Medium').first()
+            if default_priority:
+                validated_data['priority'] = default_priority
+
+        ticket = SupportTicket.objects.create(**validated_data)
+
+        # Create initial activity
+        TicketActivity.objects.create(
+            ticket=ticket,
+            activity_type='created',
+            description=f'Ticket created by {ticket.user_name}',
+            user_name=ticket.user_name
+        )
+
+        # Update registered email statistics (only if email is registered)
+        try:
+            registered_email = RegisteredEmail.objects.get(email=validated_data['user_email'])
+            registered_email.increment_ticket_count()
+            logger.info(f'Updated ticket count for registered email: {validated_data["user_email"]}')
+        except RegisteredEmail.DoesNotExist:
+            # This is normal now - unregistered users can submit tickets
+            logger.info(f'Ticket created by unregistered email: {validated_data["user_email"]}')
+
+        # Send email notifications
+        try:
+            email_results = SupportEmailService.send_ticket_created_emails(ticket)
+            logger.info(f'Email notifications sent for ticket {ticket.ticket_number}: {email_results}')
+        except Exception as e:
+            logger.error(f'Failed to send email notifications for ticket {ticket.ticket_number}: {str(e)}')
+            # Don't fail ticket creation if emails fail
+
+        return ticket
+
+
+class TicketStatusCheckSerializer(serializers.Serializer):
+    """Serializer for checking ticket status by ticket number"""
+    ticket_number = serializers.CharField(max_length=20)
+
+
+class KnowledgeBaseCategorySerializer(serializers.ModelSerializer):
+    article_count = serializers.SerializerMethodField()
+
+    class Meta:
+        model = KnowledgeBaseCategory
+        fields = [
+            'id', 'name', 'slug', 'description', 'icon', 'color',
+            'display_order', 'article_count'
+        ]
+
+    def get_article_count(self, obj):
+        return obj.articles.filter(is_published=True).count()
+
+
+class KnowledgeBaseArticleListSerializer(serializers.ModelSerializer):
+    category_name = serializers.CharField(source='category.name', read_only=True)
+    category_slug = serializers.CharField(source='category.slug', read_only=True)
+
+    class Meta:
+        model = KnowledgeBaseArticle
+        fields = [
+            'id', 'title', 'slug', 'category', 'category_name', 'category_slug',
+            'summary', 'is_featured', 'view_count', 'helpful_count',
+            'not_helpful_count', 'created_at', 'updated_at', 'published_at'
+        ]
+
+
+class KnowledgeBaseArticleDetailSerializer(serializers.ModelSerializer):
+    category_name = serializers.CharField(source='category.name', read_only=True)
+    category_slug = serializers.CharField(source='category.slug', read_only=True)
+
+    class Meta:
+        model = KnowledgeBaseArticle
+        fields = [
+            'id', 'title', 'slug', 'category', 'category_name', 'category_slug',
+            'content', 'summary', 'meta_description', 'keywords',
+            'is_featured', 'view_count', 'helpful_count', 'not_helpful_count',
+            'created_at', 'updated_at', 'published_at'
+        ]
+
+
+class SupportSettingsSerializer(serializers.ModelSerializer):
+    class Meta:
+        model = SupportSettings
+        fields = ['id', 'setting_name', 'setting_value', 'description', 'is_active']
+

backEnd/support/signals.py

@@ -0,0 +1,235 @@
+"""
+Django signals for Support app
+Handles automatic notifications when tickets are updated
+"""
+
+from django.db.models.signals import post_save, pre_save
+from django.dispatch import receiver
+from django.core.mail import EmailMultiAlternatives
+from django.template.loader import render_to_string
+from django.conf import settings
+import logging
+
+from .models import SupportTicket, TicketMessage, TicketActivity
+
+logger = logging.getLogger(__name__)
+
+
+class TicketUpdateNotifier:
+    """Service for sending ticket update notifications"""
+    
+    @staticmethod
+    def send_status_change_notification(ticket, old_status, new_status):
+        """Send email when ticket status changes"""
+        try:
+            subject = f'Ticket Status Updated: {ticket.ticket_number}'
+            
+            context = {
+                'ticket': ticket,
+                'ticket_number': ticket.ticket_number,
+                'user_name': ticket.user_name,
+                'title': ticket.title,
+                'old_status': old_status,
+                'new_status': new_status,
+                'status_color': ticket.status.color if ticket.status else '#3b82f6',
+                'updated_at': ticket.updated_at.strftime('%B %d, %Y at %I:%M %p'),
+                'support_url': f'{settings.SITE_URL}/support-center',
+            }
+            
+            # Render HTML email
+            html_message = render_to_string(
+                'support/ticket_status_update.html',
+                context
+            )
+            
+            # Create plain text version
+            text_message = render_to_string(
+                'support/ticket_status_update.txt',
+                context
+            )
+            
+            # Create email
+            email = EmailMultiAlternatives(
+                subject=subject,
+                body=text_message,
+                from_email=settings.DEFAULT_FROM_EMAIL,
+                to=[ticket.user_email],
+            )
+            
+            email.attach_alternative(html_message, "text/html")
+            email.send(fail_silently=False)
+            
+            logger.info(f'Status change notification sent for ticket {ticket.ticket_number}')
+            return True
+            
+        except Exception as e:
+            logger.error(f'Failed to send status change notification: {str(e)}')
+            return False
+    
+    @staticmethod
+    def send_message_notification(ticket, message):
+        """Send email when a new message is added to the ticket"""
+        try:
+            # Only send if it's an agent response (not user message)
+            if message.message_type != 'agent_response':
+                return False
+            
+            subject = f'New Response on Ticket: {ticket.ticket_number}'
+            
+            context = {
+                'ticket': ticket,
+                'ticket_number': ticket.ticket_number,
+                'user_name': ticket.user_name,
+                'title': ticket.title,
+                'message': message.content,
+                'message_author': message.author_name or 'Support Team',
+                'created_at': message.created_at.strftime('%B %d, %Y at %I:%M %p'),
+                'support_url': f'{settings.SITE_URL}/support-center',
+            }
+            
+            # Render HTML email
+            html_message = render_to_string(
+                'support/ticket_message_notification.html',
+                context
+            )
+            
+            # Create plain text version
+            text_message = render_to_string(
+                'support/ticket_message_notification.txt',
+                context
+            )
+            
+            # Create email
+            email = EmailMultiAlternatives(
+                subject=subject,
+                body=text_message,
+                from_email=settings.DEFAULT_FROM_EMAIL,
+                to=[ticket.user_email],
+            )
+            
+            email.attach_alternative(html_message, "text/html")
+            email.send(fail_silently=False)
+            
+            logger.info(f'Message notification sent for ticket {ticket.ticket_number}')
+            return True
+            
+        except Exception as e:
+            logger.error(f'Failed to send message notification: {str(e)}')
+            return False
+    
+    @staticmethod
+    def send_assignment_notification(ticket, assigned_to):
+        """Send email when ticket is assigned"""
+        try:
+            subject = f'Ticket Assigned: {ticket.ticket_number}'
+            
+            context = {
+                'ticket': ticket,
+                'ticket_number': ticket.ticket_number,
+                'user_name': ticket.user_name,
+                'title': ticket.title,
+                'assigned_to': assigned_to.get_full_name() or assigned_to.username,
+                'updated_at': ticket.updated_at.strftime('%B %d, %Y at %I:%M %p'),
+                'support_url': f'{settings.SITE_URL}/support-center',
+            }
+            
+            # Render HTML email
+            html_message = render_to_string(
+                'support/ticket_assigned_notification.html',
+                context
+            )
+            
+            # Create plain text version
+            text_message = render_to_string(
+                'support/ticket_assigned_notification.txt',
+                context
+            )
+            
+            # Create email
+            email = EmailMultiAlternatives(
+                subject=subject,
+                body=text_message,
+                from_email=settings.DEFAULT_FROM_EMAIL,
+                to=[ticket.user_email],
+            )
+            
+            email.attach_alternative(html_message, "text/html")
+            email.send(fail_silently=False)
+            
+            logger.info(f'Assignment notification sent for ticket {ticket.ticket_number}')
+            return True
+            
+        except Exception as e:
+            logger.error(f'Failed to send assignment notification: {str(e)}')
+            return False
+
+
+# Store original values before save
+@receiver(pre_save, sender=SupportTicket)
+def store_ticket_original_values(sender, instance, **kwargs):
+    """Store original values before ticket is updated"""
+    if instance.pk:
+        try:
+            original = SupportTicket.objects.get(pk=instance.pk)
+            instance._original_status = original.status
+            instance._original_assigned_to = original.assigned_to
+        except SupportTicket.DoesNotExist:
+            pass
+
+
+# Send notifications after ticket is saved
+@receiver(post_save, sender=SupportTicket)
+def send_ticket_update_notifications(sender, instance, created, **kwargs):
+    """Send notifications when ticket is updated"""
+    if created:
+        # Ticket creation is handled in serializer
+        return
+    
+    # Check for status change
+    if hasattr(instance, '_original_status') and instance._original_status != instance.status:
+        old_status = instance._original_status.name if instance._original_status else 'Unknown'
+        new_status = instance.status.name if instance.status else 'Unknown'
+        
+        TicketUpdateNotifier.send_status_change_notification(
+            instance, 
+            old_status, 
+            new_status
+        )
+        
+        # Create activity log
+        TicketActivity.objects.create(
+            ticket=instance,
+            activity_type='status_changed',
+            description=f'Status changed from {old_status} to {new_status}',
+            old_value=old_status,
+            new_value=new_status
+        )
+    
+    # Check for assignment change
+    if hasattr(instance, '_original_assigned_to') and instance._original_assigned_to != instance.assigned_to:
+        if instance.assigned_to:
+            TicketUpdateNotifier.send_assignment_notification(
+                instance,
+                instance.assigned_to
+            )
+            
+            # Create activity log
+            TicketActivity.objects.create(
+                ticket=instance,
+                activity_type='assigned',
+                description=f'Ticket assigned to {instance.assigned_to.get_full_name() or instance.assigned_to.username}',
+                new_value=str(instance.assigned_to)
+            )
+
+
+# Send notification when message is added
+@receiver(post_save, sender=TicketMessage)
+def send_message_notification(sender, instance, created, **kwargs):
+    """Send notification when a new message is added"""
+    if created and not instance.is_internal:
+        # Only send if it's a new message that's not internal
+        TicketUpdateNotifier.send_message_notification(
+            instance.ticket,
+            instance
+        )
+

backEnd/support/templates/support/ticket_assigned_notification.html

@@ -0,0 +1,115 @@
+<!DOCTYPE html>
+<html lang="en">
+<head>
+    <meta charset="UTF-8">
+    <meta name="viewport" content="width=device-width, initial-scale=1.0">
+    <title>Ticket Assigned</title>
+    <style>
+        body {
+            font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Roboto, 'Helvetica Neue', Arial, sans-serif;
+            line-height: 1.6;
+            color: #333333;
+            background-color: #f4f4f4;
+            margin: 0;
+            padding: 0;
+        }
+        .email-container {
+            max-width: 600px;
+            margin: 20px auto;
+            background-color: #ffffff;
+            border-radius: 8px;
+            overflow: hidden;
+            box-shadow: 0 2px 8px rgba(0, 0, 0, 0.1);
+        }
+        .email-header {
+            background: linear-gradient(135deg, #8b5cf6 0%, #7c3aed 100%);
+            color: #ffffff;
+            padding: 30px;
+            text-align: center;
+        }
+        .email-header h1 {
+            margin: 0;
+            font-size: 24px;
+            font-weight: 600;
+        }
+        .email-body {
+            padding: 40px 30px;
+        }
+        .ticket-info {
+            background: linear-gradient(135deg, rgba(218, 165, 32, 0.1) 0%, rgba(218, 165, 32, 0.05) 100%);
+            border-left: 4px solid #daa520;
+            padding: 20px;
+            margin: 25px 0;
+            border-radius: 4px;
+        }
+        .assignment-box {
+            background: linear-gradient(135deg, rgba(139, 92, 246, 0.1) 0%, rgba(139, 92, 246, 0.05) 100%);
+            border-left: 4px solid #8b5cf6;
+            padding: 20px;
+            margin: 25px 0;
+            border-radius: 4px;
+            text-align: center;
+        }
+        .cta-button {
+            display: inline-block;
+            background: linear-gradient(135deg, #daa520, #d4af37);
+            color: #ffffff !important;
+            text-decoration: none;
+            padding: 14px 32px;
+            border-radius: 6px;
+            font-weight: 600;
+            margin: 20px 0;
+        }
+        .footer {
+            background-color: #f8f8f8;
+            padding: 25px 30px;
+            text-align: center;
+            font-size: 14px;
+            color: #666666;
+        }
+    </style>
+</head>
+<body>
+    <div class="email-container">
+        <div class="email-header">
+            <h1>👤 Ticket Assigned</h1>
+        </div>
+
+        <div class="email-body">
+            <p>Dear {{ user_name }},</p>
+            
+            <p>Your support ticket has been assigned to a team member who will be assisting you.</p>
+
+            <div class="ticket-info">
+                <strong>Ticket:</strong> {{ ticket_number }}<br>
+                <strong>Subject:</strong> {{ title }}
+            </div>
+
+            <div class="assignment-box">
+                <h3 style="margin-top: 0;">Assigned To</h3>
+                <div style="font-size: 18px; font-weight: 700; color: #8b5cf6;">{{ assigned_to }}</div>
+                <p style="margin-top: 10px; color: #666; font-size: 14px;">{{ updated_at }}</p>
+            </div>
+
+            <div style="text-align: center; margin: 30px 0;">
+                <a href="{{ support_url }}" class="cta-button">View Ticket Details</a>
+            </div>
+
+            <p style="color: #666;">
+                Your assigned support agent will review your ticket and respond as soon as possible.
+            </p>
+        </div>
+
+        <div class="footer">
+            <p style="margin: 0 0 10px 0;">
+                <strong>GNX Software Solutions</strong><br>
+                Enterprise Support Center
+            </p>
+            <p style="margin: 0; font-size: 12px;">
+                This is an automated notification. For assistance, visit our <a href="{{ support_url }}" style="color: #daa520;">Support Center</a>
+            </p>
+        </div>
+    </div>
+</body>
+</html>
+

backEnd/support/templates/support/ticket_assigned_notification.txt

@@ -0,0 +1,31 @@
+TICKET ASSIGNED
+============================================================
+
+Dear {{ user_name }},
+
+Your support ticket has been assigned to a team member who will be assisting you.
+
+Ticket: {{ ticket_number }}
+Subject: {{ title }}
+
+------------------------------------------------------------
+ASSIGNED TO
+------------------------------------------------------------
+
+{{ assigned_to }}
+
+{{ updated_at }}
+
+------------------------------------------------------------
+
+Your assigned support agent will review your ticket and respond as soon as possible.
+
+View ticket details:
+{{ support_url }}
+
+============================================================
+GNX Software Solutions - Enterprise Support Center
+
+This is an automated notification.
+For assistance, visit our Support Center at {{ support_url }}
+

backEnd/support/templates/support/ticket_confirmation_user.html

@@ -0,0 +1,186 @@
+<!DOCTYPE html>
+<html lang="en">
+<head>
+    <meta charset="UTF-8">
+    <meta name="viewport" content="width=device-width, initial-scale=1.0">
+    <title>Support Ticket Confirmation</title>
+    <style>
+        body {
+            font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Roboto, 'Helvetica Neue', Arial, sans-serif;
+            line-height: 1.6;
+            color: #333333;
+            background-color: #f4f4f4;
+            margin: 0;
+            padding: 0;
+        }
+        .email-container {
+            max-width: 600px;
+            margin: 20px auto;
+            background-color: #ffffff;
+            border-radius: 8px;
+            overflow: hidden;
+            box-shadow: 0 2px 8px rgba(0, 0, 0, 0.1);
+        }
+        .email-header {
+            background: linear-gradient(135deg, #0f172a 0%, #1e293b 100%);
+            color: #ffffff;
+            padding: 30px;
+            text-align: center;
+        }
+        .email-header h1 {
+            margin: 0;
+            font-size: 24px;
+            font-weight: 600;
+        }
+        .email-body {
+            padding: 40px 30px;
+        }
+        .ticket-number-box {
+            background: linear-gradient(135deg, rgba(218, 165, 32, 0.1) 0%, rgba(218, 165, 32, 0.05) 100%);
+            border-left: 4px solid #daa520;
+            padding: 20px;
+            margin: 25px 0;
+            border-radius: 4px;
+        }
+        .ticket-number {
+            font-size: 24px;
+            font-weight: 700;
+            color: #daa520;
+            font-family: 'Courier New', monospace;
+            letter-spacing: 1px;
+        }
+        .info-section {
+            margin: 25px 0;
+        }
+        .info-row {
+            padding: 12px 0;
+            border-bottom: 1px solid #e5e5e5;
+        }
+        .info-row:last-child {
+            border-bottom: none;
+        }
+        .info-label {
+            font-weight: 600;
+            color: #555555;
+            display: inline-block;
+            width: 120px;
+        }
+        .info-value {
+            color: #333333;
+        }
+        .cta-button {
+            display: inline-block;
+            background: linear-gradient(135deg, #daa520, #d4af37);
+            color: #ffffff !important;
+            text-decoration: none;
+            padding: 14px 32px;
+            border-radius: 6px;
+            font-weight: 600;
+            margin: 20px 0;
+            text-align: center;
+        }
+        .footer {
+            background-color: #f8f8f8;
+            padding: 25px 30px;
+            text-align: center;
+            font-size: 14px;
+            color: #666666;
+        }
+        .status-badge {
+            display: inline-block;
+            padding: 4px 12px;
+            border-radius: 12px;
+            font-size: 12px;
+            font-weight: 600;
+            background-color: #3b82f6;
+            color: white;
+        }
+    </style>
+</head>
+<body>
+    <div class="email-container">
+        <!-- Header -->
+        <div class="email-header">
+            <h1>✓ Support Ticket Created</h1>
+        </div>
+
+        <!-- Body -->
+        <div class="email-body">
+            <p>Dear {{ user_name }},</p>
+            
+            <p>Thank you for contacting our support team. We've received your support request and our team will respond as soon as possible.</p>
+
+            <!-- Ticket Number Box -->
+            <div class="ticket-number-box">
+                <div style="font-size: 14px; color: #666; margin-bottom: 8px;">Your Ticket Number</div>
+                <div class="ticket-number">{{ ticket_number }}</div>
+                <div style="font-size: 13px; color: #666; margin-top: 8px;">Please save this number for future reference</div>
+            </div>
+
+            <!-- Ticket Details -->
+            <div class="info-section">
+                <h3 style="color: #0f172a; margin-bottom: 15px;">Ticket Details</h3>
+                
+                <div class="info-row">
+                    <span class="info-label">Subject:</span>
+                    <span class="info-value">{{ title }}</span>
+                </div>
+                
+                <div class="info-row">
+                    <span class="info-label">Type:</span>
+                    <span class="info-value">{{ ticket_type }}</span>
+                </div>
+                
+                <div class="info-row">
+                    <span class="info-label">Category:</span>
+                    <span class="info-value">{{ category }}</span>
+                </div>
+                
+                <div class="info-row">
+                    <span class="info-label">Priority:</span>
+                    <span class="info-value">{{ priority }}</span>
+                </div>
+                
+                <div class="info-row">
+                    <span class="info-label">Status:</span>
+                    <span class="status-badge">{{ status }}</span>
+                </div>
+                
+                <div class="info-row">
+                    <span class="info-label">Created:</span>
+                    <span class="info-value">{{ created_at }}</span>
+                </div>
+            </div>
+
+            <!-- Description -->
+            <div class="info-section">
+                <h3 style="color: #0f172a; margin-bottom: 15px;">Description</h3>
+                <div style="background-color: #f8f8f8; padding: 15px; border-radius: 4px; white-space: pre-wrap;">{{ description }}</div>
+            </div>
+
+            <!-- CTA Button -->
+            <div style="text-align: center; margin: 30px 0;">
+                <a href="{{ support_url }}" class="cta-button">Check Ticket Status</a>
+            </div>
+
+            <p style="margin-top: 30px; color: #666;">
+                <strong>What happens next?</strong><br>
+                Our support team will review your ticket and respond within our standard SLA timeframe. You'll receive an email notification when there's an update.
+            </p>
+        </div>
+
+        <!-- Footer -->
+        <div class="footer">
+            <p style="margin: 0 0 10px 0;">
+                <strong>GNX Software Solutions</strong><br>
+                Enterprise Support Center
+            </p>
+            <p style="margin: 0; font-size: 12px;">
+                This is an automated message. Please do not reply directly to this email.<br>
+                For assistance, please visit our <a href="{{ support_url }}" style="color: #daa520;">Support Center</a>
+            </p>
+        </div>
+    </div>
+</body>
+</html>
+

backEnd/support/templates/support/ticket_confirmation_user.txt

@@ -0,0 +1,41 @@
+SUPPORT TICKET CREATED
+============================================================
+
+Dear {{ user_name }},
+
+Thank you for contacting our support team. We've received your support request and our team will respond as soon as possible.
+
+YOUR TICKET NUMBER: {{ ticket_number }}
+Please save this number for future reference.
+
+------------------------------------------------------------
+TICKET DETAILS
+------------------------------------------------------------
+
+Subject:     {{ title }}
+Type:        {{ ticket_type }}
+Category:    {{ category }}
+Priority:    {{ priority }}
+Status:      {{ status }}
+Created:     {{ created_at }}
+
+------------------------------------------------------------
+DESCRIPTION
+------------------------------------------------------------
+
+{{ description }}
+
+------------------------------------------------------------
+
+WHAT HAPPENS NEXT?
+Our support team will review your ticket and respond within our standard SLA timeframe. You'll receive an email notification when there's an update.
+
+To check your ticket status, visit:
+{{ support_url }}
+
+============================================================
+GNX Software Solutions - Enterprise Support Center
+
+This is an automated message. Please do not reply directly to this email.
+For assistance, please visit our Support Center at {{ support_url }}
+

backEnd/support/templates/support/ticket_message_notification.html

@@ -0,0 +1,124 @@
+<!DOCTYPE html>
+<html lang="en">
+<head>
+    <meta charset="UTF-8">
+    <meta name="viewport" content="width=device-width, initial-scale=1.0">
+    <title>New Response on Your Ticket</title>
+    <style>
+        body {
+            font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Roboto, 'Helvetica Neue', Arial, sans-serif;
+            line-height: 1.6;
+            color: #333333;
+            background-color: #f4f4f4;
+            margin: 0;
+            padding: 0;
+        }
+        .email-container {
+            max-width: 600px;
+            margin: 20px auto;
+            background-color: #ffffff;
+            border-radius: 8px;
+            overflow: hidden;
+            box-shadow: 0 2px 8px rgba(0, 0, 0, 0.1);
+        }
+        .email-header {
+            background: linear-gradient(135deg, #10b981 0%, #059669 100%);
+            color: #ffffff;
+            padding: 30px;
+            text-align: center;
+        }
+        .email-header h1 {
+            margin: 0;
+            font-size: 24px;
+            font-weight: 600;
+        }
+        .email-body {
+            padding: 40px 30px;
+        }
+        .ticket-info {
+            background: linear-gradient(135deg, rgba(218, 165, 32, 0.1) 0%, rgba(218, 165, 32, 0.05) 100%);
+            border-left: 4px solid #daa520;
+            padding: 20px;
+            margin: 25px 0;
+            border-radius: 4px;
+        }
+        .message-box {
+            background: #f8f9fa;
+            border-left: 4px solid #10b981;
+            padding: 20px;
+            margin: 25px 0;
+            border-radius: 4px;
+        }
+        .message-author {
+            font-weight: 700;
+            color: #10b981;
+            margin-bottom: 10px;
+        }
+        .message-content {
+            color: #333;
+            white-space: pre-wrap;
+            line-height: 1.8;
+        }
+        .cta-button {
+            display: inline-block;
+            background: linear-gradient(135deg, #daa520, #d4af37);
+            color: #ffffff !important;
+            text-decoration: none;
+            padding: 14px 32px;
+            border-radius: 6px;
+            font-weight: 600;
+            margin: 20px 0;
+        }
+        .footer {
+            background-color: #f8f8f8;
+            padding: 25px 30px;
+            text-align: center;
+            font-size: 14px;
+            color: #666666;
+        }
+    </style>
+</head>
+<body>
+    <div class="email-container">
+        <div class="email-header">
+            <h1>💬 New Response on Your Ticket</h1>
+        </div>
+
+        <div class="email-body">
+            <p>Dear {{ user_name }},</p>
+            
+            <p>Our support team has responded to your ticket.</p>
+
+            <div class="ticket-info">
+                <strong>Ticket:</strong> {{ ticket_number }}<br>
+                <strong>Subject:</strong> {{ title }}
+            </div>
+
+            <div class="message-box">
+                <div class="message-author">{{ message_author }} replied:</div>
+                <div class="message-content">{{ message }}</div>
+                <div style="margin-top: 15px; color: #666; font-size: 13px;">{{ created_at }}</div>
+            </div>
+
+            <div style="text-align: center; margin: 30px 0;">
+                <a href="{{ support_url }}" class="cta-button">View Full Conversation</a>
+            </div>
+
+            <p style="color: #666;">
+                You can view the complete ticket history and reply to this message in the Support Center.
+            </p>
+        </div>
+
+        <div class="footer">
+            <p style="margin: 0 0 10px 0;">
+                <strong>GNX Software Solutions</strong><br>
+                Enterprise Support Center
+            </p>
+            <p style="margin: 0; font-size: 12px;">
+                This is an automated notification. For assistance, visit our <a href="{{ support_url }}" style="color: #daa520;">Support Center</a>
+            </p>
+        </div>
+    </div>
+</body>
+</html>
+

backEnd/support/templates/support/ticket_message_notification.txt

@@ -0,0 +1,29 @@
+NEW RESPONSE ON YOUR TICKET
+============================================================
+
+Dear {{ user_name }},
+
+Our support team has responded to your ticket.
+
+Ticket: {{ ticket_number }}
+Subject: {{ title }}
+
+------------------------------------------------------------
+{{ message_author }} replied:
+------------------------------------------------------------
+
+{{ message }}
+
+{{ created_at }}
+
+------------------------------------------------------------
+
+View the full conversation and reply:
+{{ support_url }}
+
+============================================================
+GNX Software Solutions - Enterprise Support Center
+
+This is an automated notification.
+For assistance, visit our Support Center at {{ support_url }}
+

backEnd/support/templates/support/ticket_notification_company.html

@@ -0,0 +1,238 @@
+<!DOCTYPE html>
+<html lang="en">
+<head>
+    <meta charset="UTF-8">
+    <meta name="viewport" content="width=device-width, initial-scale=1.0">
+    <title>New Support Ticket</title>
+    <style>
+        body {
+            font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Roboto, 'Helvetica Neue', Arial, sans-serif;
+            line-height: 1.6;
+            color: #333333;
+            background-color: #f4f4f4;
+            margin: 0;
+            padding: 0;
+        }
+        .email-container {
+            max-width: 700px;
+            margin: 20px auto;
+            background-color: #ffffff;
+            border-radius: 8px;
+            overflow: hidden;
+            box-shadow: 0 2px 8px rgba(0, 0, 0, 0.1);
+        }
+        .email-header {
+            background: linear-gradient(135deg, #ef4444 0%, #dc2626 100%);
+            color: #ffffff;
+            padding: 30px;
+            text-align: center;
+        }
+        .email-header h1 {
+            margin: 0;
+            font-size: 24px;
+            font-weight: 600;
+        }
+        .alert-badge {
+            background-color: rgba(255, 255, 255, 0.2);
+            padding: 8px 16px;
+            border-radius: 20px;
+            display: inline-block;
+            margin-top: 10px;
+            font-size: 14px;
+        }
+        .email-body {
+            padding: 40px 30px;
+        }
+        .ticket-number-box {
+            background: linear-gradient(135deg, rgba(239, 68, 68, 0.1) 0%, rgba(239, 68, 68, 0.05) 100%);
+            border-left: 4px solid #ef4444;
+            padding: 20px;
+            margin: 25px 0;
+            border-radius: 4px;
+        }
+        .ticket-number {
+            font-size: 28px;
+            font-weight: 700;
+            color: #ef4444;
+            font-family: 'Courier New', monospace;
+            letter-spacing: 1px;
+        }
+        .customer-info {
+            background-color: #f8f9fa;
+            padding: 20px;
+            border-radius: 6px;
+            margin: 25px 0;
+        }
+        .info-grid {
+            display: grid;
+            grid-template-columns: 140px 1fr;
+            gap: 12px;
+        }
+        .info-label {
+            font-weight: 600;
+            color: #555555;
+        }
+        .info-value {
+            color: #333333;
+        }
+        .priority-badge {
+            display: inline-block;
+            padding: 4px 12px;
+            border-radius: 12px;
+            font-size: 12px;
+            font-weight: 700;
+            text-transform: uppercase;
+        }
+        .priority-high {
+            background-color: #f59e0b;
+            color: white;
+        }
+        .priority-medium {
+            background-color: #3b82f6;
+            color: white;
+        }
+        .priority-low {
+            background-color: #6b7280;
+            color: white;
+        }
+        .priority-critical {
+            background-color: #ef4444;
+            color: white;
+        }
+        .cta-button {
+            display: inline-block;
+            background: linear-gradient(135deg, #0f172a, #1e293b);
+            color: #ffffff !important;
+            text-decoration: none;
+            padding: 14px 32px;
+            border-radius: 6px;
+            font-weight: 600;
+            margin: 20px 0;
+        }
+        .footer {
+            background-color: #f8f8f8;
+            padding: 25px 30px;
+            text-align: center;
+            font-size: 14px;
+            color: #666666;
+        }
+        .description-box {
+            background-color: #f8f8f8;
+            padding: 20px;
+            border-radius: 6px;
+            border-left: 3px solid #daa520;
+            margin: 20px 0;
+            white-space: pre-wrap;
+        }
+    </style>
+</head>
+<body>
+    <div class="email-container">
+        <!-- Header -->
+        <div class="email-header">
+            <h1>🎫 New Support Ticket</h1>
+            <div class="alert-badge">Requires Attention</div>
+        </div>
+
+        <!-- Body -->
+        <div class="email-body">
+            <p><strong>A new support ticket has been submitted and requires your attention.</strong></p>
+
+            <!-- Ticket Number Box -->
+            <div class="ticket-number-box">
+                <div style="font-size: 14px; color: #666; margin-bottom: 8px;">Ticket Number</div>
+                <div class="ticket-number">{{ ticket_number }}</div>
+                <div style="margin-top: 15px;">
+                    <span class="info-label">Created:</span> {{ created_at }}
+                </div>
+            </div>
+
+            <!-- Customer Information -->
+            <div class="customer-info">
+                <h3 style="margin-top: 0; color: #0f172a;">Customer Information</h3>
+                <div class="info-grid">
+                    <div class="info-label">Name:</div>
+                    <div class="info-value">{{ user_name }}</div>
+                    
+                    <div class="info-label">Email:</div>
+                    <div class="info-value"><a href="mailto:{{ user_email }}" style="color: #3b82f6;">{{ user_email }}</a></div>
+                    
+                    {% if user_phone %}
+                    <div class="info-label">Phone:</div>
+                    <div class="info-value"><a href="tel:{{ user_phone }}" style="color: #3b82f6;">{{ user_phone }}</a></div>
+                    {% endif %}
+                    
+                    {% if company %}
+                    <div class="info-label">Company:</div>
+                    <div class="info-value">{{ company }}</div>
+                    {% endif %}
+                </div>
+            </div>
+
+            <!-- Ticket Details -->
+            <div style="margin: 25px 0;">
+                <h3 style="color: #0f172a;">Ticket Details</h3>
+                
+                <div style="margin: 15px 0;">
+                    <div class="info-label" style="display: block; margin-bottom: 8px;">Subject:</div>
+                    <div style="font-size: 18px; font-weight: 600; color: #0f172a;">{{ title }}</div>
+                </div>
+                
+                <div class="info-grid" style="margin-top: 20px;">
+                    <div class="info-label">Type:</div>
+                    <div class="info-value">{{ ticket_type }}</div>
+                    
+                    <div class="info-label">Category:</div>
+                    <div class="info-value">{{ category }}</div>
+                    
+                    <div class="info-label">Priority:</div>
+                    <div>
+                        {% if priority == 'Critical' %}
+                            <span class="priority-badge priority-critical">{{ priority }}</span>
+                        {% elif priority == 'High' %}
+                            <span class="priority-badge priority-high">{{ priority }}</span>
+                        {% elif priority == 'Low' %}
+                            <span class="priority-badge priority-low">{{ priority }}</span>
+                        {% else %}
+                            <span class="priority-badge priority-medium">{{ priority }}</span>
+                        {% endif %}
+                    </div>
+                    
+                    <div class="info-label">Status:</div>
+                    <div class="info-value">{{ status }}</div>
+                </div>
+            </div>
+
+            <!-- Description -->
+            <div>
+                <h3 style="color: #0f172a;">Description</h3>
+                <div class="description-box">{{ description }}</div>
+            </div>
+
+            <!-- Action Buttons -->
+            <div style="text-align: center; margin: 40px 0 20px;">
+                <a href="{{ admin_url }}" class="cta-button" style="margin-right: 10px;">View in Admin Panel</a>
+                <a href="mailto:{{ user_email }}" class="cta-button" style="background: linear-gradient(135deg, #daa520, #d4af37);">Reply to Customer</a>
+            </div>
+
+            <div style="background-color: #fff3cd; border-left: 4px solid #ffc107; padding: 15px; border-radius: 4px; margin-top: 30px;">
+                <strong>⚠️ Action Required</strong><br>
+                Please review and respond to this ticket according to the SLA requirements for {{ priority }} priority tickets.
+            </div>
+        </div>
+
+        <!-- Footer -->
+        <div class="footer">
+            <p style="margin: 0 0 10px 0;">
+                <strong>GNX Software Solutions</strong><br>
+                Internal Support Notification
+            </p>
+            <p style="margin: 0; font-size: 12px;">
+                This is an automated notification for new support tickets.<br>
+                Manage tickets in the <a href="{{ admin_url }}" style="color: #3b82f6;">Admin Panel</a>
+            </p>
+        </div>
+    </div>
+</body>
+</html>
+

backEnd/support/templates/support/ticket_notification_company.txt

@@ -0,0 +1,50 @@
+NEW SUPPORT TICKET - REQUIRES ATTENTION
+======================================================================
+
+A new support ticket has been submitted and requires your attention.
+
+TICKET NUMBER: {{ ticket_number }}
+Created: {{ created_at }}
+
+----------------------------------------------------------------------
+CUSTOMER INFORMATION
+----------------------------------------------------------------------
+
+Name:        {{ user_name }}
+Email:       {{ user_email }}
+{% if user_phone %}Phone:       {{ user_phone }}{% endif %}
+{% if company %}Company:     {{ company }}{% endif %}
+
+----------------------------------------------------------------------
+TICKET DETAILS
+----------------------------------------------------------------------
+
+Subject:     {{ title }}
+Type:        {{ ticket_type }}
+Category:    {{ category }}
+Priority:    {{ priority }}
+Status:      {{ status }}
+
+----------------------------------------------------------------------
+DESCRIPTION
+----------------------------------------------------------------------
+
+{{ description }}
+
+----------------------------------------------------------------------
+ACTION REQUIRED
+----------------------------------------------------------------------
+
+Please review and respond to this ticket according to the SLA requirements for {{ priority }} priority tickets.
+
+View ticket in admin panel:
+{{ admin_url }}
+
+Reply to customer:
+mailto:{{ user_email }}
+
+======================================================================
+GNX Software Solutions - Internal Support Notification
+
+This is an automated notification for new support tickets.
+

backEnd/support/templates/support/ticket_status_update.html

@@ -0,0 +1,132 @@
+<!DOCTYPE html>
+<html lang="en">
+<head>
+    <meta charset="UTF-8">
+    <meta name="viewport" content="width=device-width, initial-scale=1.0">
+    <title>Ticket Status Updated</title>
+    <style>
+        body {
+            font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Roboto, 'Helvetica Neue', Arial, sans-serif;
+            line-height: 1.6;
+            color: #333333;
+            background-color: #f4f4f4;
+            margin: 0;
+            padding: 0;
+        }
+        .email-container {
+            max-width: 600px;
+            margin: 20px auto;
+            background-color: #ffffff;
+            border-radius: 8px;
+            overflow: hidden;
+            box-shadow: 0 2px 8px rgba(0, 0, 0, 0.1);
+        }
+        .email-header {
+            background: linear-gradient(135deg, #3b82f6 0%, #2563eb 100%);
+            color: #ffffff;
+            padding: 30px;
+            text-align: center;
+        }
+        .email-header h1 {
+            margin: 0;
+            font-size: 24px;
+            font-weight: 600;
+        }
+        .email-body {
+            padding: 40px 30px;
+        }
+        .status-change-box {
+            background: #f8f9fa;
+            border-radius: 8px;
+            padding: 25px;
+            margin: 25px 0;
+            text-align: center;
+        }
+        .status-badge {
+            display: inline-block;
+            padding: 8px 20px;
+            border-radius: 20px;
+            font-size: 14px;
+            font-weight: 700;
+            margin: 0 10px;
+            text-transform: uppercase;
+        }
+        .arrow {
+            font-size: 24px;
+            color: #666;
+            margin: 0 10px;
+        }
+        .ticket-info {
+            background: linear-gradient(135deg, rgba(218, 165, 32, 0.1) 0%, rgba(218, 165, 32, 0.05) 100%);
+            border-left: 4px solid #daa520;
+            padding: 20px;
+            margin: 25px 0;
+            border-radius: 4px;
+        }
+        .cta-button {
+            display: inline-block;
+            background: linear-gradient(135deg, #daa520, #d4af37);
+            color: #ffffff !important;
+            text-decoration: none;
+            padding: 14px 32px;
+            border-radius: 6px;
+            font-weight: 600;
+            margin: 20px 0;
+        }
+        .footer {
+            background-color: #f8f8f8;
+            padding: 25px 30px;
+            text-align: center;
+            font-size: 14px;
+            color: #666666;
+        }
+    </style>
+</head>
+<body>
+    <div class="email-container">
+        <div class="email-header">
+            <h1>🔔 Ticket Status Updated</h1>
+        </div>
+
+        <div class="email-body">
+            <p>Dear {{ user_name }},</p>
+            
+            <p>Your support ticket status has been updated.</p>
+
+            <div class="ticket-info">
+                <strong>Ticket:</strong> {{ ticket_number }}<br>
+                <strong>Subject:</strong> {{ title }}
+            </div>
+
+            <div class="status-change-box">
+                <h3 style="margin-top: 0;">Status Change</h3>
+                <div style="display: flex; align-items: center; justify-content: center; flex-wrap: wrap;">
+                    <span class="status-badge" style="background-color: #94a3b8;">{{ old_status }}</span>
+                    <span class="arrow">→</span>
+                    <span class="status-badge" style="background-color: {{ status_color }};">{{ new_status }}</span>
+                </div>
+                <p style="margin-top: 15px; color: #666; font-size: 14px;">Updated: {{ updated_at }}</p>
+            </div>
+
+            <div style="text-align: center; margin: 30px 0;">
+                <a href="{{ support_url }}" class="cta-button">View Ticket Details</a>
+            </div>
+
+            <p style="color: #666;">
+                You can check the full details of your ticket and any new messages in the Support Center.
+            </p>
+        </div>
+
+        <div class="footer">
+            <p style="margin: 0 0 10px 0;">
+                <strong>GNX Software Solutions</strong><br>
+                Enterprise Support Center
+            </p>
+            <p style="margin: 0; font-size: 12px;">
+                This is an automated notification. For assistance, visit our <a href="{{ support_url }}" style="color: #daa520;">Support Center</a>
+            </p>
+        </div>
+    </div>
+</body>
+</html>
+

backEnd/support/templates/support/ticket_status_update.txt

@@ -0,0 +1,29 @@
+TICKET STATUS UPDATED
+============================================================
+
+Dear {{ user_name }},
+
+Your support ticket status has been updated.
+
+Ticket: {{ ticket_number }}
+Subject: {{ title }}
+
+------------------------------------------------------------
+STATUS CHANGE
+------------------------------------------------------------
+
+{{ old_status }} → {{ new_status }}
+
+Updated: {{ updated_at }}
+
+------------------------------------------------------------
+
+You can check the full details of your ticket and any new messages in the Support Center:
+{{ support_url }}
+
+============================================================
+GNX Software Solutions - Enterprise Support Center
+
+This is an automated notification.
+For assistance, visit our Support Center at {{ support_url }}
+

backEnd/support/tests.py

@@ -0,0 +1,3 @@
+from django.test import TestCase
+
+# Create your tests here.

backEnd/support/urls.py

@@ -0,0 +1,17 @@
+from django.urls import path, include
+from rest_framework.routers import DefaultRouter
+from . import views
+
+router = DefaultRouter()
+router.register(r'tickets', views.SupportTicketViewSet, basename='ticket')
+router.register(r'categories', views.TicketCategoryViewSet, basename='category')
+router.register(r'statuses', views.TicketStatusViewSet, basename='status')
+router.register(r'priorities', views.TicketPriorityViewSet, basename='priority')
+router.register(r'knowledge-base-categories', views.KnowledgeBaseCategoryViewSet, basename='kb-category')
+router.register(r'knowledge-base', views.KnowledgeBaseArticleViewSet, basename='kb-article')
+router.register(r'settings', views.SupportSettingsViewSet, basename='settings')
+
+urlpatterns = [
+    path('', include(router.urls)),
+]
+

backEnd/support/views.py

@@ -0,0 +1,216 @@
+from rest_framework import viewsets, status, filters
+from rest_framework.decorators import action
+from rest_framework.response import Response
+from rest_framework.permissions import AllowAny
+from django.shortcuts import get_object_or_404
+from django.db.models import Q
+from django.utils import timezone
+
+from .models import (
+    SupportTicket, TicketStatus, TicketPriority, TicketCategory,
+    TicketMessage, KnowledgeBaseCategory, KnowledgeBaseArticle, SupportSettings
+)
+from .serializers import (
+    SupportTicketSerializer, SupportTicketCreateSerializer,
+    TicketStatusSerializer, TicketPrioritySerializer, TicketCategorySerializer,
+    TicketMessageSerializer, TicketStatusCheckSerializer,
+    KnowledgeBaseCategorySerializer, KnowledgeBaseArticleListSerializer,
+    KnowledgeBaseArticleDetailSerializer, SupportSettingsSerializer
+)
+
+
+class SupportTicketViewSet(viewsets.ModelViewSet):
+    """
+    ViewSet for managing support tickets.
+    Public endpoint for creating tickets and checking status.
+    """
+    queryset = SupportTicket.objects.all()
+    permission_classes = [AllowAny]
+    filter_backends = [filters.SearchFilter, filters.OrderingFilter]
+    search_fields = ['ticket_number', 'title', 'user_email', 'user_name']
+    ordering_fields = ['created_at', 'updated_at', 'priority']
+    ordering = ['-created_at']
+
+    def get_serializer_class(self):
+        if self.action == 'create':
+            return SupportTicketCreateSerializer
+        return SupportTicketSerializer
+
+    @action(detail=False, methods=['post'], url_path='check-status')
+    def check_status(self, request):
+        """
+        Check the status of a ticket by ticket number.
+        POST /api/support/tickets/check-status/
+        Body: {"ticket_number": "TKT-20231015-XXXXX"}
+        """
+        serializer = TicketStatusCheckSerializer(data=request.data)
+        serializer.is_valid(raise_exception=True)
+        
+        ticket_number = serializer.validated_data['ticket_number']
+        
+        try:
+            ticket = SupportTicket.objects.get(ticket_number=ticket_number)
+            ticket_serializer = SupportTicketSerializer(ticket)
+            return Response(ticket_serializer.data)
+        except SupportTicket.DoesNotExist:
+            return Response(
+                {'error': 'Ticket not found. Please check your ticket number.'},
+                status=status.HTTP_404_NOT_FOUND
+            )
+
+    @action(detail=True, methods=['post'], url_path='add-message')
+    def add_message(self, request, pk=None):
+        """
+        Add a message to a ticket.
+        POST /api/support/tickets/{id}/add-message/
+        Body: {
+            "content": "Message content",
+            "author_name": "User Name",
+            "author_email": "user@example.com"
+        }
+        """
+        ticket = self.get_object()
+        
+        message_data = {
+            'ticket': ticket.id,
+            'content': request.data.get('content'),
+            'author_name': request.data.get('author_name', ticket.user_name),
+            'author_email': request.data.get('author_email', ticket.user_email),
+            'message_type': 'user_message'
+        }
+        
+        serializer = TicketMessageSerializer(data=message_data)
+        serializer.is_valid(raise_exception=True)
+        serializer.save()
+        
+        # Update ticket's last activity
+        ticket.last_activity = timezone.now()
+        ticket.save()
+        
+        return Response(serializer.data, status=status.HTTP_201_CREATED)
+
+
+class TicketCategoryViewSet(viewsets.ReadOnlyModelViewSet):
+    """
+    ViewSet for ticket categories.
+    Public read-only access to categories.
+    """
+    queryset = TicketCategory.objects.filter(is_active=True)
+    serializer_class = TicketCategorySerializer
+    permission_classes = [AllowAny]
+
+
+class TicketStatusViewSet(viewsets.ReadOnlyModelViewSet):
+    """
+    ViewSet for ticket statuses.
+    Public read-only access to statuses.
+    """
+    queryset = TicketStatus.objects.filter(is_active=True)
+    serializer_class = TicketStatusSerializer
+    permission_classes = [AllowAny]
+
+
+class TicketPriorityViewSet(viewsets.ReadOnlyModelViewSet):
+    """
+    ViewSet for ticket priorities.
+    Public read-only access to priorities.
+    """
+    queryset = TicketPriority.objects.filter(is_active=True)
+    serializer_class = TicketPrioritySerializer
+    permission_classes = [AllowAny]
+
+
+class KnowledgeBaseCategoryViewSet(viewsets.ReadOnlyModelViewSet):
+    """
+    ViewSet for knowledge base categories.
+    Public read-only access.
+    """
+    queryset = KnowledgeBaseCategory.objects.filter(is_active=True)
+    serializer_class = KnowledgeBaseCategorySerializer
+    permission_classes = [AllowAny]
+    lookup_field = 'slug'
+
+
+class KnowledgeBaseArticleViewSet(viewsets.ReadOnlyModelViewSet):
+    """
+    ViewSet for knowledge base articles.
+    Public read-only access to published articles.
+    """
+    queryset = KnowledgeBaseArticle.objects.filter(is_published=True)
+    permission_classes = [AllowAny]
+    filter_backends = [filters.SearchFilter, filters.OrderingFilter]
+    search_fields = ['title', 'content', 'summary', 'keywords']
+    ordering_fields = ['created_at', 'view_count', 'helpful_count']
+    ordering = ['-created_at']
+    lookup_field = 'slug'
+
+    def get_serializer_class(self):
+        if self.action == 'retrieve':
+            return KnowledgeBaseArticleDetailSerializer
+        return KnowledgeBaseArticleListSerializer
+
+    def retrieve(self, request, *args, **kwargs):
+        instance = self.get_object()
+        # Increment view count
+        instance.view_count += 1
+        instance.save(update_fields=['view_count'])
+        serializer = self.get_serializer(instance)
+        return Response(serializer.data)
+
+    @action(detail=True, methods=['post'], url_path='mark-helpful')
+    def mark_helpful(self, request, slug=None):
+        """
+        Mark an article as helpful.
+        POST /api/support/knowledge-base/{slug}/mark-helpful/
+        Body: {"helpful": true/false}
+        """
+        article = self.get_object()
+        is_helpful = request.data.get('helpful', True)
+        
+        if is_helpful:
+            article.helpful_count += 1
+        else:
+            article.not_helpful_count += 1
+        
+        article.save()
+        
+        return Response({
+            'helpful_count': article.helpful_count,
+            'not_helpful_count': article.not_helpful_count
+        })
+
+    @action(detail=False, methods=['get'], url_path='featured')
+    def featured(self, request):
+        """
+        Get featured articles.
+        GET /api/support/knowledge-base/featured/
+        """
+        featured_articles = self.queryset.filter(is_featured=True)[:6]
+        serializer = self.get_serializer(featured_articles, many=True)
+        return Response(serializer.data)
+
+    @action(detail=False, methods=['get'], url_path='by-category/(?P<category_slug>[^/.]+)')
+    def by_category(self, request, category_slug=None):
+        """
+        Get articles by category slug.
+        GET /api/support/knowledge-base/by-category/{category_slug}/
+        """
+        articles = self.queryset.filter(category__slug=category_slug)
+        page = self.paginate_queryset(articles)
+        if page is not None:
+            serializer = self.get_serializer(page, many=True)
+            return self.get_paginated_response(serializer.data)
+        
+        serializer = self.get_serializer(articles, many=True)
+        return Response(serializer.data)
+
+
+class SupportSettingsViewSet(viewsets.ReadOnlyModelViewSet):
+    """
+    ViewSet for support settings.
+    Public read-only access to active settings.
+    """
+    queryset = SupportSettings.objects.filter(is_active=True)
+    serializer_class = SupportSettingsSerializer
+    permission_classes = [AllowAny]
+    lookup_field = 'setting_name'