GNX-WEB/SUPPORT_CENTER_SETUP.md

# Support Center Implementation - Complete Setup Guide

## Overview

The Enterprise Support Center has been successfully implemented! This comprehensive system allows users to:

1. **Submit Support Tickets** - Create and track support requests
2. **Browse Knowledge Base** - Search and read helpful articles
3. **Check Ticket Status** - Monitor ticket progress using ticket numbers
4. **No Authentication Required** - Public access to support features

---

## ✅ What's Been Implemented

### Backend (Django)

#### 1. **Models** (`backend/support/models.py`)
- `TicketStatus` - Track ticket lifecycle (Open, In Progress, Resolved, etc.)
- `TicketPriority` - Priority levels (Low, Medium, High, Critical) with SLA hours
- `TicketCategory` - Organize tickets by category
- `SupportTicket` - Main ticket model with auto-generated ticket numbers
- `TicketMessage` - Conversation history on tickets
- `TicketActivity` - Audit trail of all changes
- `KnowledgeBaseCategory` - KB article categories
- `KnowledgeBaseArticle` - Help articles with view counts and feedback
- `SupportSettings` - Configurable support center settings

#### 2. **API Endpoints** (`backend/support/views.py`)

**Tickets:**
- `POST /api/support/tickets/` - Create new ticket
- `GET /api/support/tickets/` - List tickets
- `POST /api/support/tickets/check-status/` - Check status by ticket number
- `POST /api/support/tickets/{id}/add-message/` - Add message to ticket

**Categories & Settings:**
- `GET /api/support/categories/` - List ticket categories
- `GET /api/support/statuses/` - List ticket statuses
- `GET /api/support/priorities/` - List priorities

**Knowledge Base:**
- `GET /api/support/knowledge-base/` - List articles (with search)
- `GET /api/support/knowledge-base/{slug}/` - Get article details
- `GET /api/support/knowledge-base/featured/` - Featured articles
- `POST /api/support/knowledge-base/{slug}/mark-helpful/` - Rate article

#### 3. **Admin Panel** (`backend/support/admin.py`)
Full Django admin integration for managing:
- Tickets with inline messages and activities
- Categories, statuses, and priorities
- Knowledge base articles and categories
- Support settings

#### 4. **Management Command**
```bash
python manage.py populate_support_data
```
Populates initial data:
- 5 ticket statuses
- 4 priority levels
- 6 ticket categories
- 6 KB categories
- 6 sample KB articles

---

### Frontend (Next.js/React)

#### 1. **Page Route**
- `/support-center` - Main support center page

#### 2. **Components** (`components/pages/support/`)

**Main Components:**
- `SupportCenterHero.tsx` - Hero section with feature highlights
- `SupportCenterContent.tsx` - Tabbed interface container
- `CreateTicketForm.tsx` - Ticket submission form
- `TicketStatusCheck.tsx` - Check ticket progress
- `KnowledgeBase.tsx` - Browse and search articles
- `KnowledgeBaseArticleModal.tsx` - Article detail modal

#### 3. **API Services** (`lib/api/supportService.ts`)
TypeScript API client with functions for:
- Creating tickets
- Checking status
- Managing KB articles
- All CRUD operations

#### 4. **Custom Hooks** (`lib/hooks/useSupport.ts`)
React hooks for data fetching:
- `useTicketCategories()`
- `useKnowledgeBaseCategories()`
- `useFeaturedArticles()`
- `useKnowledgeBaseArticle(slug)`
- And more...

#### 5. **Styling** (`public/styles/pages/_support-center.scss`)
Complete, modern styling including:
- Gradient hero section
- Tabbed interface
- Responsive forms
- Article cards and modals
- Loading and error states
- Mobile-responsive design

---

## 🚀 Getting Started

### Backend Setup

1. **Navigate to backend:**
```bash
cd backend
```

2. **Database is already migrated and populated!** ✅
   - Migrations applied
   - Initial data loaded

3. **Start Django server:**
```bash
../venv/bin/python manage.py runserver
```

4. **Access Admin Panel:**
   - URL: http://localhost:8000/admin
   - Create a superuser if needed:
   ```bash
   ../venv/bin/python manage.py createsuperuser
   ```

### Frontend Setup

1. **Navigate to project root:**
```bash
cd /home/gnx/Desktop/GNX-WEB/gnx-react
```

2. **Install dependencies (if not already):**
```bash
npm install
```

3. **Start development server:**
```bash
npm run dev
```

4. **Access Support Center:**
   - URL: http://localhost:3000/support-center

---

## 🎯 Key Features

### 1. Submit Tickets
- **Form Fields:**
  - Personal info (name, email, phone, company)
  - Issue type (technical, billing, feature request, etc.)
  - Category selection
  - Subject and detailed description
  
- **Auto-Generated Ticket Numbers:**
  - Format: `TKT-YYYYMMDD-XXXXX`
  - Example: `TKT-20251007-A3B9C`

- **Success Confirmation:**
  - Displays ticket number
  - Guidance to save for tracking

### 2. Knowledge Base
- **Search Functionality:**
  - Real-time search across articles
  - Search by title, content, keywords

- **Category Browser:**
  - 6 pre-populated categories
  - Color-coded icons
  - Article count per category

- **Featured Articles:**
  - Highlighted important articles
  - View counts
  - Helpful/not helpful ratings

- **Article Modal:**
  - Full article content
  - Rich text support
  - Feedback buttons
  - Article metadata

### 3. Ticket Status Checker
- **Check by Ticket Number:**
  - Enter ticket number
  - View complete ticket details
  
- **Displays:**
  - Current status with color coding
  - Priority level
  - Creation and update dates
  - Full description
  - Message history
  - Activity timeline

### 4. Navigation Update
- **Navbar Button Changed:**
  - Old: "Get Started" → `/contact-us`
  - New: "Support Center" → `/support-center`

---

## 📊 Database Schema

### Pre-Populated Data

**Ticket Statuses:**
- Open (Blue)
- In Progress (Orange)
- Pending Response (Purple)
- Resolved (Green)
- Closed (Gray)

**Priorities:**
- Critical (4 hours SLA)
- High (24 hours SLA)
- Medium (48 hours SLA)
- Low (72 hours SLA)

**Ticket Categories:**
- Technical Support
- Billing & Payments
- Account Management
- Product Inquiry
- Bug Reports
- Feature Requests

**Knowledge Base Categories:**
- Getting Started
- Account & Billing
- Technical Documentation
- Troubleshooting
- Security & Privacy
- Best Practices

**Sample Articles:**
- How to Get Started with Our Platform
- Understanding Your Billing Cycle
- API Documentation Overview
- Common Login Issues and Solutions
- How to Update Your Payment Method
- Security Best Practices

---

## 🔧 Configuration

### API Base URL
Located in: `lib/config/api.ts`
- Default: `http://localhost:8000/api`

### Django Settings
Support app added to `INSTALLED_APPS` in `backend/gnx/settings.py`

### URLs
Support endpoints registered in `backend/gnx/urls.py`:
```python
path('support/', include('support.urls')),
```

---

## 🎨 UI/UX Features

### Design Elements
- **Modern Gradient Hero** - Dark theme with gold accents
- **Tabbed Interface** - Easy navigation between features
- **Responsive Design** - Mobile-first approach
- **Loading States** - Spinners for async operations
- **Error Handling** - User-friendly error messages
- **Success Feedback** - Confirmation messages
- **Color-Coded Status** - Visual ticket status indicators

### Animations
- GSAP scroll animations on hero
- Smooth tab transitions
- Modal fade-in/slide-up effects
- Hover effects on cards and buttons

---

## 📝 Usage Examples

### Create a Ticket (API)
```javascript
import { createTicket } from '@/lib/api/supportService';

const ticketData = {
  title: "Login issues on mobile app",
  description: "Cannot login using my credentials...",
  ticket_type: "technical",
  user_name: "John Doe",
  user_email: "john@example.com",
  user_phone: "+1234567890",
  company: "Acme Corp",
  category: 1  // Technical Support
};

const ticket = await createTicket(ticketData);
console.log(ticket.ticket_number); // TKT-20251007-A3B9C
```

### Check Ticket Status (API)
```javascript
import { checkTicketStatus } from '@/lib/api/supportService';

const ticket = await checkTicketStatus('TKT-20251007-A3B9C');
console.log(ticket.status_name); // "Open"
```

### Search Knowledge Base (API)
```javascript
import { getKnowledgeBaseArticles } from '@/lib/api/supportService';

const articles = await getKnowledgeBaseArticles('login');
articles.forEach(article => {
  console.log(article.title);
});
```

---

## 🔐 Security Notes

- **Public Access:** All endpoints are public (no authentication required)
- **Ticket Numbers:** Randomly generated to prevent guessing
- **Internal Notes:** Hidden from public API responses
- **Rate Limiting:** Recommended for production deployment

---

## 🚀 Future Enhancements

Potential additions for future development:

- [ ] **Live Chat Integration** - Real-time customer support
- [ ] **File Attachments** - Upload files with tickets
- [ ] **Email Notifications** - Automated ticket updates
- [ ] **Ticket Assignment** - Auto-routing to support agents
- [ ] **SLA Alerts** - Breach notifications
- [ ] **Analytics Dashboard** - Support metrics and reports
- [ ] **Multi-language Support** - Internationalization
- [ ] **Webhook Notifications** - Integration with external systems
- [ ] **Customer Portal** - User authentication for ticket management
- [ ] **Advanced Search** - Filters, sorting, faceted search

---

## 📞 Testing the Implementation

### Test Ticket Creation:
1. Go to http://localhost:3000/support-center
2. Click "Submit a Ticket" tab
3. Fill out the form
4. Submit and note the ticket number

### Test Status Check:
1. Click "Check Ticket Status" tab
2. Enter the ticket number from above
3. View complete ticket details

### Test Knowledge Base:
1. Click "Knowledge Base" tab
2. Browse categories or use search
3. Click an article to view details
4. Rate article as helpful/not helpful

### Test Admin Panel:
1. Go to http://localhost:8000/admin
2. Navigate to Support section
3. View/edit tickets, categories, articles

---

## 📄 File Structure

```
gnx-react/
├── app/
│   └── support-center/
│       └── page.tsx                 # Main support page
├── components/
│   └── pages/
│       └── support/
│           ├── SupportCenterHero.tsx
│           ├── SupportCenterContent.tsx
│           ├── CreateTicketForm.tsx
│           ├── TicketStatusCheck.tsx
│           ├── KnowledgeBase.tsx
│           └── KnowledgeBaseArticleModal.tsx
├── lib/
│   ├── api/
│   │   └── supportService.ts        # API client
│   └── hooks/
│       └── useSupport.ts            # React hooks
├── public/
│   └── styles/
│       └── pages/
│           └── _support-center.scss # Styles
└── backend/
    └── support/
        ├── models.py                # Database models
        ├── serializers.py           # API serializers
        ├── views.py                 # API views
        ├── urls.py                  # URL routing
        ├── admin.py                 # Admin config
        ├── management/
        │   └── commands/
        │       └── populate_support_data.py
        └── README.md                # Module docs
```

---

## ✨ Summary

The Enterprise Support Center is now fully operational with:

✅ **Backend:** Complete Django REST API with 8 models and full CRUD operations  
✅ **Frontend:** Modern React/Next.js interface with 6 components  
✅ **Database:** Migrated and populated with sample data  
✅ **Styling:** Beautiful, responsive SCSS styles  
✅ **Navigation:** Updated navbar button  
✅ **Documentation:** Comprehensive README and guides  

**You're ready to provide enterprise-level support to your customers!** 🎉

---

## 🆘 Need Help?

If you encounter any issues:

1. Check that both Django and Next.js servers are running
2. Verify the API base URL in `lib/config/api.ts`
3. Check browser console for errors
4. Review Django logs for backend issues
5. Ensure all migrations are applied

Enjoy your new Support Center! 🚀