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backEnd/support/README.md

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+# 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
+