04/07 updated timezone, report via email, etc

.env

@@ -17,9 +17,9 @@ MAIL_SERVER=mail.ltservicesinc.com
 MAIL_PORT=465
 MAIL_USE_TLS=False
 MAIL_USE_SSL=True
-MAIL_USERNAME=it.helpdesk@ltservicesinc.com
+MAIL_USERNAME=donotreply@ltservicesinc.com
-MAIL_PASSWORD=IT*H3lpD35k!
+MAIL_PASSWORD=M-6ZW+omp7n]
-MAIL_DEFAULT_SENDER=IT Helpdesk <it.helpdesk@ltservicesinc.com>
+MAIL_DEFAULT_SENDER=IT Helpdesk <donotreply@ltservicesinc.com>
 
 # IT Department Email (receives all new ticket notifications)
 IT_DEPT_EMAIL=da.nguyen8744@gmail.com

app/__init__.py

@@ -117,6 +117,33 @@ def create_app(config_name=None):
         # object is already in session), then fall back to a SELECT by PK.
         return db.session.get(User, int(user_id))
 
+    # ── Timezone filter ──────────────────────────────────────────────────────
+    # All datetimes in the DB are stored as UTC (naive).  The localtime filter
+    # converts them to the admin-configured display timezone for templates.
+    # Python routes should call app_localtime(dt) when they need a local datetime.
+    from zoneinfo import ZoneInfo, ZoneInfoNotFoundError
+
+    def _get_tz(app_obj):
+        """Return the configured ZoneInfo, falling back to UTC on bad input."""
+        from app.models import SystemSetting
+        tz_name = SystemSetting.get('app_timezone', 'America/New_York') or 'America/New_York'
+        try:
+            return ZoneInfo(tz_name)
+        except (ZoneInfoNotFoundError, KeyError):
+            app_obj.logger.warning(f'[TZ] Unknown timezone {tz_name!r}, falling back to UTC')
+            return ZoneInfo('UTC')
+
+    def localtime_filter(dt, fmt='%b %d, %Y %H:%M %Z'):
+        """Jinja2 filter: convert a naive UTC datetime to local display time."""
+        if dt is None:
+            return ''
+        from datetime import timezone as _tz
+        tz = _get_tz(app)
+        aware = dt.replace(tzinfo=_tz.utc)
+        return aware.astimezone(tz).strftime(fmt)
+
+    app.jinja_env.filters['localtime'] = localtime_filter
+
     # ── Context processors ────────────────────────────────────────────────────
     @app.context_processor
     def inject_globals():
@@ -136,7 +163,17 @@ def create_app(config_name=None):
             'logo_initials'    : SystemSetting.get('logo_initials',     'TD'),
             'primary_color'    : SystemSetting.get('primary_color',     '#2563eb'),
         }
-        return dict(unread_notifications=unread, branding=branding)
+        from datetime import datetime as _dt, timezone as _tz
+        from zoneinfo import ZoneInfo as _ZI
+        from app.models import SystemSetting as _SS
+        _tz_name = _SS.get('app_timezone', 'America/New_York') or 'America/New_York'
+        try:
+            _zone = _ZI(_tz_name)
+        except Exception:
+            _zone = _ZI('UTC')
+        now_local = _dt.now(_tz.utc).astimezone(_zone)
+        return dict(unread_notifications=unread, branding=branding,
+                    now_local=now_local, app_tz_name=_tz_name)
 
     # ── DB initialisation (first run) ─────────────────────────────────────────
     with app.app_context():
@@ -144,6 +181,9 @@ def create_app(config_name=None):
         _seed_admin(app)
         _seed_settings()
 
+    # ── Email ingestion background scheduler ────────────────────────────────────
+    _start_email_ingestion_scheduler(app)
+
     # ── SLA background scheduler ──────────────────────────────────────────────
     # APScheduler runs inside the gunicorn worker process (single-worker
     # eventlet setup), so no cross-process coordination is needed.
@@ -188,12 +228,58 @@ def _start_sla_scheduler(app):
         app.logger.error(f'[SLA] Failed to start APScheduler: {exc}')
 
 
+def _start_email_ingestion_scheduler(app):
+    """Start the APScheduler job that polls the inbound mailbox for new emails.
+
+    The interval is read from SystemSetting at job creation time (default 5 min).
+    The job is a no-op when email_ingestion_enabled = '0', so it is safe to
+    always register it — no credentials are required until the admin enables it.
+    """
+    import os as _os
+    if _os.environ.get('WERKZEUG_RUN_MAIN') == 'true':
+        return   # skip reloader child process
+
+    try:
+        from apscheduler.schedulers.background import BackgroundScheduler
+        from apscheduler.triggers.interval import IntervalTrigger
+        from app.services.email_ingestion_service import check_inbound_email
+        from app.models import SystemSetting
+
+        with app.app_context():
+            interval = int(SystemSetting.get('email_ingestion_interval', '5') or '5')
+
+        scheduler = BackgroundScheduler(daemon=True)
+        scheduler.add_job(
+            func     = check_inbound_email,
+            trigger  = IntervalTrigger(minutes=interval),
+            id       = 'email_ingest',
+            name     = 'Inbound Email Ingestion',
+            replace_existing = True,
+            args     = [app],
+        )
+        scheduler.start()
+        app.logger.info(
+            f'[EMAIL INGEST] APScheduler started — polling every {interval} minute(s)'
+        )
+    except Exception as exc:
+        app.logger.error(f'[EMAIL INGEST] Failed to start scheduler: {exc}')
+
+
 def _seed_settings():
     """Ensure all required system settings exist with safe defaults."""
     from app.models import SystemSetting
     defaults = [
         ('registration_enabled', 'true',    'Allow new users to self-register via /auth/register'),
+        ('app_timezone',         'America/New_York', 'Display timezone for all dates and times in the UI'),
         ('sla_critical_hours',   '4',       'Hours before a CRITICAL ticket is considered overdue'),
+        ('email_ingestion_enabled',  '0',   'Enable automatic ticket creation from inbound email (1=on, 0=off)'),
+        ('email_ingestion_host',     '',    'IMAP server hostname (e.g. imap.gmail.com)'),
+        ('email_ingestion_port',     '993', 'IMAP SSL port'),
+        ('email_ingestion_user',     '',    'Mailbox username / email address'),
+        ('email_ingestion_password', '',    'Mailbox password (stored in plaintext — use a dedicated app password)'),
+        ('email_ingestion_folder',   'INBOX',     'IMAP folder to watch for new mail'),
+        ('email_ingestion_move_to',  'Processed', 'IMAP folder to move processed mail into'),
+        ('email_ingestion_interval', '5',   'Poll interval in minutes'),
         ('sla_high_hours',       '8',       'Hours before a HIGH ticket is considered overdue'),
         ('sla_medium_hours',     '48',      'Hours before a MEDIUM ticket is considered overdue'),
         ('sla_low_hours',        '120',     'Hours before a LOW ticket is considered overdue'),

app/models.py

@@ -419,3 +419,37 @@ class CannedResponse(db.Model):
 
     def __repr__(self):
         return f'<CannedResponse {self.title}>'
+
+
+class KBFeedback(db.Model):
+    """One thumbs-up or thumbs-down vote per user per KB article.
+
+    The unique constraint ensures each user can only vote once per article.
+    Updating a vote replaces the existing row via the route logic (upsert).
+    Votes are stored anonymously in aggregate on the KnowledgeBase table via
+    two counters (helpful_count, not_helpful_count) for fast display in the
+    admin list without joining this table on every page load.
+    """
+    __tablename__ = 'kb_feedback'
+
+    id         = db.Column(db.Integer, primary_key=True)
+    article_id = db.Column(db.Integer, db.ForeignKey('knowledge_base.id',
+                           ondelete='CASCADE'), nullable=False)
+    user_id    = db.Column(db.Integer, db.ForeignKey('users.id',
+                           ondelete='CASCADE'), nullable=False)
+    is_helpful = db.Column(db.Boolean, nullable=False)   # True=👍  False=👎
+    created_at = db.Column(db.DateTime, default=datetime.utcnow)
+    updated_at = db.Column(db.DateTime, default=datetime.utcnow,
+                           onupdate=datetime.utcnow)
+
+    article    = db.relationship('KnowledgeBase',
+                     backref=db.backref('feedback', lazy='dynamic',
+                                        cascade='all, delete-orphan'))
+    user       = db.relationship('User', foreign_keys=[user_id])
+
+    __table_args__ = (
+        db.UniqueConstraint('article_id', 'user_id', name='uq_kb_feedback'),
+    )
+
+    def __repr__(self):
+        return f'<KBFeedback article={self.article_id} user={self.user_id} helpful={self.is_helpful}>'

app/routes/admin.py

@@ -12,7 +12,7 @@ import bleach
 from app import db, limiter
 from app.models import (User, Ticket, Comment, ActivityLog, KnowledgeBase,
                         KBAttachment, UserRole, TicketStatus, CannedResponse)
-from app.services.log_service import log_action
+from app.services.log_service import log_action, log_ticket_history
 from app.services.validation_service import validate_password, validate_file
 
 admin_bp = Blueprint('admin', __name__, url_prefix='/admin')
@@ -930,6 +930,109 @@ def canned_response_delete(item_id):
     return redirect(url_for('admin.canned_responses'))
 
 
+# ─── Bulk Ticket Actions ─────────────────────────────────────────────────────
+
+@admin_bp.route('/tickets/bulk-action', methods=['POST'])
+@login_required
+@it_required
+def bulk_ticket_action():
+    """Apply a single action to multiple selected tickets at once.
+
+    Accepted actions:
+    - resolve     → set status to Resolved, stamp resolved_at
+    - close       → set status to Closed, stamp closed_at
+    - assign_me   → assign all selected tickets to current user
+    - unassign    → clear assigned_to_id
+    """
+    from app.services.notification_service import notify_status_change
+    from app.services.sla_service import clear_sla_notification
+
+    action     = request.form.get('action', '')
+    ticket_ids = request.form.getlist('ticket_ids', type=int)
+
+    if not ticket_ids:
+        flash('No tickets selected.', 'warning')
+        return redirect(url_for('admin.all_tickets'))
+
+    valid_actions = ('resolve', 'close', 'assign_me', 'unassign')
+    if action not in valid_actions:
+        flash('Invalid action.', 'danger')
+        return redirect(url_for('admin.all_tickets'))
+
+    tickets   = Ticket.query.filter(Ticket.id.in_(ticket_ids)).all()
+    now       = datetime.utcnow()
+    count     = 0
+    notif_tickets = []   # collect for post-commit notifications
+
+    for ticket in tickets:
+        old_status   = ticket.status
+        old_assigned = ticket.assigned_to_id
+        changed      = False
+
+        if action == 'resolve' and ticket.status not in (
+                TicketStatus.RESOLVED, TicketStatus.CLOSED):
+            ticket.status      = TicketStatus.RESOLVED
+            ticket.resolved_at = now
+            clear_sla_notification(ticket.id)
+            log_ticket_history(ticket, 'status', old_status,
+                               TicketStatus.RESOLVED, current_user.id)
+            notif_tickets.append((ticket, old_status))
+            changed = True
+
+        elif action == 'close' and ticket.status != TicketStatus.CLOSED:
+            ticket.status    = TicketStatus.CLOSED
+            ticket.closed_at = now
+            clear_sla_notification(ticket.id)
+            log_ticket_history(ticket, 'status', old_status,
+                               TicketStatus.CLOSED, current_user.id)
+            notif_tickets.append((ticket, old_status))
+            changed = True
+
+        elif action == 'assign_me' and ticket.assigned_to_id != current_user.id:
+            ticket.assigned_to_id = current_user.id
+            log_ticket_history(ticket, 'assigned_to',
+                               old_assigned or 'Unassigned',
+                               current_user.full_name, current_user.id)
+            changed = True
+
+        elif action == 'unassign' and ticket.assigned_to_id is not None:
+            ticket.assigned_to_id = None
+            log_ticket_history(ticket, 'assigned_to',
+                               old_assigned or 'Unassigned',
+                               'Unassigned', current_user.id)
+            changed = True
+
+        if changed:
+            log_action(current_user.id, f'ticket_bulk_{action}', 'ticket',
+                       ticket.id, f'action={action}')
+            count += 1
+
+    db.session.commit()
+    logger.info(f'[BULK ACTION] action={action} affected={count} '
+                f'ticket_ids={ticket_ids} by user_id={current_user.id}')
+
+    # Send status-change notifications after commit
+    for ticket, old_status in notif_tickets:
+        notify_status_change(ticket, old_status, current_user)
+
+    action_labels = {
+        'resolve':   'resolved',
+        'close':     'closed',
+        'assign_me': 'assigned to you',
+        'unassign':  'unassigned',
+    }
+    flash(f'{count} ticket{"s" if count != 1 else ""} {action_labels[action]}.', 'success')
+
+    # Preserve current filter params on redirect
+    return redirect(url_for('admin.all_tickets',
+        status   = request.form.get('status', ''),
+        priority = request.form.get('priority', ''),
+        assigned = request.form.get('assigned', ''),
+        q        = request.form.get('q', ''),
+        page     = request.form.get('page', 1),
+    ))
+
+
 def _roles():
     return [UserRole.EMPLOYEE, UserRole.IT_STAFF, UserRole.ADMIN]
 
@@ -957,6 +1060,58 @@ def settings():
             flash(f'User registration has been {state_label}.', 'success')
             return redirect(url_for('admin.settings'))
 
+        # ── Timezone setting ──────────────────────────────────────────────────
+        if form_type == 'timezone':
+            from zoneinfo import ZoneInfo, ZoneInfoNotFoundError
+            new_tz = request.form.get('app_timezone', 'America/New_York').strip()
+            try:
+                ZoneInfo(new_tz)   # validate before saving
+            except (ZoneInfoNotFoundError, KeyError):
+                flash(f'Unknown timezone "{new_tz}". Please select a valid timezone.', 'danger')
+                return redirect(url_for('admin.settings'))
+            old_tz = SystemSetting.get('app_timezone', 'America/New_York')
+            SystemSetting.set('app_timezone', new_tz, 'Display timezone for all dates and times in the UI')
+            db.session.commit()
+            log_action(current_user.id, 'setting_update', 'system_setting', None,
+                       f'app_timezone changed from {old_tz!r} to {new_tz!r}')
+            logger.info(f'[ADMIN SETTINGS] app_timezone={new_tz} by admin_id={current_user.id}')
+            flash(f'Timezone updated to {new_tz}.', 'success')
+            return redirect(url_for('admin.settings'))
+
+        # ── Email ingestion settings ──────────────────────────────────────────
+        if form_type == 'email_ingestion':
+            fields = {
+                'email_ingestion_enabled' : request.form.get('email_ingestion_enabled', '0'),
+                'email_ingestion_host'    : request.form.get('email_ingestion_host', '').strip(),
+                'email_ingestion_port'    : request.form.get('email_ingestion_port', '993').strip(),
+                'email_ingestion_user'    : request.form.get('email_ingestion_user', '').strip(),
+                'email_ingestion_folder'  : request.form.get('email_ingestion_folder', 'INBOX').strip(),
+                'email_ingestion_move_to' : request.form.get('email_ingestion_move_to', 'Processed').strip(),
+                'email_ingestion_interval': request.form.get('email_ingestion_interval', '5').strip(),
+            }
+            # Password: only update if a new value was provided
+            new_pw = request.form.get('email_ingestion_password', '').strip()
+            if new_pw:
+                fields['email_ingestion_password'] = new_pw
+
+            changes = []
+            for key, value in fields.items():
+                old_val = SystemSetting.get(key, '')
+                if str(value) != str(old_val):
+                    SystemSetting.set(key, value)
+                    safe_key = key.replace('email_ingestion_', '')
+                    # Never log the password value
+                    changes.append(f'{safe_key}={"[updated]" if "password" in key else repr(value)}')
+
+            db.session.commit()
+            if changes:
+                log_action(current_user.id, 'email_ingestion_settings_update',
+                           'system_setting', None, ', '.join(changes))
+                logger.info(f'[ADMIN EMAIL INGEST] Settings updated: {", ".join(changes)} '
+                            f'by admin_id={current_user.id}')
+            flash('Email ingestion settings saved.', 'success')
+            return redirect(url_for('admin.settings'))
+
         # ── Branding update ───────────────────────────────────────────────────
         if form_type == 'branding':
             fields = {
@@ -1022,6 +1177,16 @@ def settings():
             return redirect(url_for('admin.settings'))
 
     registration_enabled = SystemSetting.get_bool('registration_enabled', default=True)
+    email_settings = {
+        'enabled' : SystemSetting.get_bool('email_ingestion_enabled', default=False),
+        'host'    : SystemSetting.get('email_ingestion_host',     ''),
+        'port'    : SystemSetting.get('email_ingestion_port',     '993'),
+        'user'    : SystemSetting.get('email_ingestion_user',     ''),
+        'password': SystemSetting.get('email_ingestion_password', ''),
+        'folder'  : SystemSetting.get('email_ingestion_folder',   'INBOX'),
+        'move_to' : SystemSetting.get('email_ingestion_move_to',  'Processed'),
+        'interval': SystemSetting.get('email_ingestion_interval', '5'),
+    }
     branding_settings = {
         'app_name'        : SystemSetting.get('app_name',          'TechDesk'),
         'app_subtitle'    : SystemSetting.get('app_subtitle',       'IT Helpdesk System'),
@@ -1030,6 +1195,31 @@ def settings():
         'logo_initials'   : SystemSetting.get('logo_initials',      'TD'),
         'primary_color'   : SystemSetting.get('primary_color',      '#2563eb'),
     }
+    current_tz = SystemSetting.get('app_timezone', 'America/New_York')
+    # Common timezone list for the selector
+    common_timezones = [
+        ('America/New_York',    'Eastern Time (ET) — New York'),
+        ('America/Chicago',     'Central Time (CT) — Chicago'),
+        ('America/Denver',      'Mountain Time (MT) — Denver'),
+        ('America/Phoenix',     'Mountain Time, no DST — Phoenix'),
+        ('America/Los_Angeles', 'Pacific Time (PT) — Los Angeles'),
+        ('America/Anchorage',   'Alaska Time — Anchorage'),
+        ('Pacific/Honolulu',    'Hawaii Time — Honolulu'),
+        ('America/Puerto_Rico', 'Atlantic Time — Puerto Rico'),
+        ('UTC',                 'UTC — Coordinated Universal Time'),
+        ('Europe/London',       'GMT/BST — London'),
+        ('Europe/Paris',        'CET/CEST — Paris, Berlin'),
+        ('Europe/Helsinki',     'EET/EEST — Helsinki, Athens'),
+        ('Asia/Dubai',          'GST — Dubai'),
+        ('Asia/Kolkata',        'IST — India'),
+        ('Asia/Singapore',      'SGT — Singapore'),
+        ('Asia/Tokyo',          'JST — Tokyo'),
+        ('Australia/Sydney',    'AEST/AEDT — Sydney'),
+        ('Pacific/Auckland',    'NZST/NZDT — Auckland'),
+    ]
     return render_template('admin/settings.html',
                            registration_enabled=registration_enabled,
-                           branding_settings=branding_settings)
+                           branding_settings=branding_settings,
+                           email_settings=email_settings,
+                           current_tz=current_tz,
+                           common_timezones=common_timezones)

app/routes/tickets.py

@@ -9,7 +9,8 @@ from werkzeug.utils import secure_filename
 from app import db
 from app.models import (Ticket, Comment, Attachment, Notification,
                         TicketStatus, TicketPriority, TicketCategory,
-                        User, UserRole, KnowledgeBase, TicketLink, CannedResponse)
+                        User, UserRole, KnowledgeBase, TicketLink, CannedResponse,
+                        KBFeedback)
 from app.services.notification_service import (
     notify_new_ticket, notify_status_change,
     notify_comment_added, notify_assignment,
@@ -674,7 +675,19 @@ def kb_article(article_id):
     db.session.commit()
     # Re-fetch so the template receives the post-increment value.
     db.session.refresh(article)
-    return render_template('tickets/kb_article.html', article=article)
+    # Load the current user's vote (if any) so the feedback widget shows state
+    user_feedback = KBFeedback.query.filter_by(
+        article_id=article.id, user_id=current_user.id
+    ).first()
+    # Aggregate counts for the widget
+    helpful_count     = KBFeedback.query.filter_by(article_id=article.id, is_helpful=True).count()
+    not_helpful_count = KBFeedback.query.filter_by(article_id=article.id, is_helpful=False).count()
+    return render_template('tickets/kb_article.html',
+        article=article,
+        user_feedback=user_feedback,
+        helpful_count=helpful_count,
+        not_helpful_count=not_helpful_count,
+    )
 
 
 # ─── Ticket Link / Unlink ────────────────────────────────────────────────────
@@ -840,6 +853,70 @@ def get_canned_responses():
     ]})
 
 
+# ─── KB Article Feedback ─────────────────────────────────────────────────────
+
+@tickets_bp.route('/kb/<int:article_id>/feedback', methods=['POST'])
+@login_required
+def kb_feedback(article_id):
+    """Record or update a thumbs-up / thumbs-down vote for a KB article.
+
+    One vote per user per article — subsequent submissions update the existing
+    row. Submitting the same vote a second time toggles it off (removes it),
+    giving users an undo path.
+    """
+    article = db.session.get(KnowledgeBase, article_id) or abort(404)
+    value   = request.form.get('helpful')   # '1' = helpful, '0' = not helpful
+
+    if value not in ('0', '1'):
+        abort(400)
+
+    is_helpful = value == '1'
+    existing   = KBFeedback.query.filter_by(
+        article_id=article.id, user_id=current_user.id
+    ).first()
+
+    if existing:
+        if existing.is_helpful == is_helpful:
+            # Same vote again → toggle off (remove)
+            db.session.delete(existing)
+            log_action(current_user.id, 'kb_feedback_remove', 'knowledge_base',
+                       article.id, f'was_helpful={is_helpful}')
+            logger.info(f'[KB FEEDBACK REMOVE] article_id={article.id} '
+                        f'user_id={current_user.id} was_helpful={is_helpful}')
+        else:
+            # Changed vote → update
+            existing.is_helpful = is_helpful
+            log_action(current_user.id, 'kb_feedback_update', 'knowledge_base',
+                       article.id, f'is_helpful={is_helpful}')
+            logger.info(f'[KB FEEDBACK UPDATE] article_id={article.id} '
+                        f'user_id={current_user.id} is_helpful={is_helpful}')
+    else:
+        fb = KBFeedback(
+            article_id = article.id,
+            user_id    = current_user.id,
+            is_helpful = is_helpful,
+        )
+        db.session.add(fb)
+        log_action(current_user.id, 'kb_feedback_create', 'knowledge_base',
+                   article.id, f'is_helpful={is_helpful}')
+        logger.info(f'[KB FEEDBACK CREATE] article_id={article.id} '
+                    f'user_id={current_user.id} is_helpful={is_helpful}')
+
+    db.session.commit()
+
+    # Return JSON so the widget can update without a full reload
+    helpful_count     = KBFeedback.query.filter_by(article_id=article.id, is_helpful=True).count()
+    not_helpful_count = KBFeedback.query.filter_by(article_id=article.id, is_helpful=False).count()
+    from flask import jsonify
+    return jsonify({
+        'ok'              : True,
+        'helpful_count'   : helpful_count,
+        'not_helpful_count': not_helpful_count,
+        'user_vote'       : None if (existing and existing.is_helpful == is_helpful)
+                            else ('helpful' if is_helpful else 'not_helpful'),
+    })
+
+
 # ─── Helpers ─────────────────────────────────────────────────────────────────
 
 def _sla_due_date(priority: str) -> 'datetime':

app/services/email_ingestion_service.py

@@ -0,0 +1,316 @@
+"""
+Email Ingestion Service — convert inbound emails into tickets.
+
+Architecture
+------------
+A scheduled APScheduler job (check_inbound_email) runs every N minutes,
+connects to a configured IMAP mailbox, and converts unread messages into
+tickets.  The job is wired into create_app() alongside the SLA scheduler.
+
+Sender resolution
+-----------------
+The From address is matched against existing User.email rows.
+- Match found     → ticket is created under that user's account.
+- No match found  → ticket is created under a configurable fallback user
+  (default: the system admin).  A comment is prepended noting the external
+  sender so IT staff can follow up.
+
+Duplicate suppression
+---------------------
+Message-IDs (from the Message-ID header) are stored in the SystemSetting
+key  email_ingested_message_ids  as a comma-separated list (capped at 500
+entries).  Re-delivering an already-processed message is a no-op.
+
+Configuration (all stored in SystemSetting, editable from admin/settings)
+----------
+email_ingestion_enabled    '1' / '0'
+email_ingestion_host       IMAP server hostname
+email_ingestion_port       IMAP port (default 993)
+email_ingestion_user       Mailbox username / email address
+email_ingestion_password   Mailbox password
+email_ingestion_interval   Poll interval in minutes (default 5)
+email_ingestion_folder     IMAP folder to watch (default INBOX)
+email_ingestion_move_to    Folder to move processed mail into (default Processed)
+"""
+
+import email
+import imaplib
+import logging
+import re
+from datetime import datetime
+from email.header import decode_header
+from email.utils import parseaddr, getaddresses
+
+logger = logging.getLogger(__name__)
+
+_MAX_STORED_IDS = 500   # cap on the message-ID suppression list
+
+
+# ── Helpers ───────────────────────────────────────────────────────────────────
+
+def _decode_header_value(raw):
+    """Decode an RFC-2047 encoded email header value to a plain string."""
+    if raw is None:
+        return ''
+    parts = []
+    for chunk, charset in decode_header(raw):
+        if isinstance(chunk, bytes):
+            try:
+                parts.append(chunk.decode(charset or 'utf-8', errors='replace'))
+            except (LookupError, UnicodeDecodeError):
+                parts.append(chunk.decode('utf-8', errors='replace'))
+        else:
+            parts.append(chunk)
+    return ''.join(parts).strip()
+
+
+def _extract_plain_text(msg):
+    """Walk a MIME message and return the first text/plain part, or a
+    stripped-down version of the first text/html part as a fallback."""
+    plain = None
+    html  = None
+    if msg.is_multipart():
+        for part in msg.walk():
+            ct = part.get_content_type()
+            cd = str(part.get('Content-Disposition', ''))
+            if 'attachment' in cd:
+                continue
+            if ct == 'text/plain' and plain is None:
+                try:
+                    plain = part.get_payload(decode=True).decode(
+                        part.get_content_charset() or 'utf-8', errors='replace'
+                    )
+                except Exception:
+                    pass
+            elif ct == 'text/html' and html is None:
+                try:
+                    html = part.get_payload(decode=True).decode(
+                        part.get_content_charset() or 'utf-8', errors='replace'
+                    )
+                except Exception:
+                    pass
+    else:
+        ct = msg.get_content_type()
+        try:
+            body = msg.get_payload(decode=True).decode(
+                msg.get_content_charset() or 'utf-8', errors='replace'
+            )
+        except Exception:
+            body = ''
+        if ct == 'text/plain':
+            plain = body
+        elif ct == 'text/html':
+            html = body
+
+    if plain:
+        return plain.strip()
+
+    if html:
+        # Minimal HTML → plain text strip
+        text = re.sub(r'<br\s*/?>', '\n', html, flags=re.IGNORECASE)
+        text = re.sub(r'<[^>]+>', '', text)
+        import html as html_module
+        return html_module.unescape(text).strip()
+
+    return ''
+
+
+def _get_setting(key, default=''):
+    """Read a SystemSetting value inside an existing app context."""
+    from app.models import SystemSetting
+    return SystemSetting.get(key, default)
+
+
+def _load_seen_ids():
+    raw = _get_setting('email_ingested_message_ids', '')
+    return set(x.strip() for x in raw.split(',') if x.strip())
+
+
+def _save_seen_ids(seen: set):
+    from app.models import SystemSetting
+    from app import db
+    # Keep the most recent N IDs to prevent unbounded growth
+    trimmed = sorted(seen)[-_MAX_STORED_IDS:]
+    SystemSetting.set(
+        'email_ingested_message_ids',
+        ','.join(trimmed),
+        'Message-IDs of emails already converted to tickets',
+    )
+    db.session.commit()
+
+
+# ── Core ingestion logic ──────────────────────────────────────────────────────
+
+def check_inbound_email(app):
+    """Entry point called by APScheduler.  Wraps _run_ingestion with
+    error isolation so a transient IMAP failure never kills the worker."""
+    with app.app_context():
+        try:
+            if _get_setting('email_ingestion_enabled', '0') != '1':
+                return
+            _run_ingestion(app)
+        except Exception as exc:
+            logger.error(f'[EMAIL INGEST] Unhandled error: {exc}', exc_info=True)
+
+
+def _run_ingestion(app):
+    from app import db
+    from app.models import (Ticket, TicketStatus, TicketPriority,
+                            TicketCategory, User, UserRole)
+    from app.services.notification_service import notify_new_ticket
+    from app.services.sla_service import set_due_date
+
+    host      = _get_setting('email_ingestion_host', '')
+    port      = int(_get_setting('email_ingestion_port', '993'))
+    username  = _get_setting('email_ingestion_user', '')
+    password  = _get_setting('email_ingestion_password', '')
+    folder    = _get_setting('email_ingestion_folder', 'INBOX')
+    move_to   = _get_setting('email_ingestion_move_to', 'Processed')
+
+    if not host or not username or not password:
+        logger.warning('[EMAIL INGEST] Missing IMAP credentials — skipping')
+        return
+
+    seen_ids = _load_seen_ids()
+    new_ids  = set()
+    created  = 0
+
+    try:
+        imap = imaplib.IMAP4_SSL(host, port)
+        imap.login(username, password)
+    except Exception as exc:
+        logger.error(f'[EMAIL INGEST] IMAP login failed: {exc}')
+        return
+
+    try:
+        imap.select(folder)
+        # Search for unseen messages only
+        status, data = imap.search(None, 'UNSEEN')
+        if status != 'OK' or not data[0]:
+            return
+
+        msg_ids = data[0].split()
+        logger.info(f'[EMAIL INGEST] Found {len(msg_ids)} unseen message(s) in {folder}')
+
+        for num in msg_ids:
+            try:
+                _, raw = imap.fetch(num, '(RFC822)')
+                msg   = email.message_from_bytes(raw[0][1])
+
+                message_id = msg.get('Message-ID', '').strip()
+                if message_id and message_id in seen_ids:
+                    logger.debug(f'[EMAIL INGEST] Skipping duplicate {message_id}')
+                    continue
+
+                # ── Parse headers ─────────────────────────────────────────────
+                subject  = _decode_header_value(msg.get('Subject', '(No Subject)'))
+                from_raw = msg.get('From', '')
+                from_name, from_email = parseaddr(from_raw)
+                from_email = from_email.lower().strip()
+                body     = _extract_plain_text(msg)
+
+                if not body:
+                    body = f'[Email received from {from_email} with no readable body]'
+
+                # Truncate very long bodies to 8000 chars
+                if len(body) > 8000:
+                    body = body[:8000] + '\n\n[…message truncated…]'
+
+                # ── Resolve sender to a user ──────────────────────────────────
+                sender_user = User.query.filter_by(
+                    email=from_email, is_active=True
+                ).first()
+
+                if sender_user:
+                    created_by_id  = sender_user.id
+                    external_note  = None
+                else:
+                    # Fall back to the first active admin
+                    fallback = User.query.filter(
+                        User.role == UserRole.ADMIN,
+                        User.is_active == True,
+                    ).first()
+                    if not fallback:
+                        logger.warning(
+                            f'[EMAIL INGEST] No fallback admin found, skipping: {from_email}'
+                        )
+                        continue
+                    created_by_id  = fallback.id
+                    external_note  = (
+                        f'**[Email received from unknown sender]**\n\n'
+                        f'From: {from_name} <{from_email}>\n\n'
+                        f'This ticket was automatically created from an inbound email. '
+                        f'The sender is not a registered user — please follow up directly.'
+                    )
+
+                # ── Create the ticket ─────────────────────────────────────────
+                ticket = Ticket(
+                    title         = subject[:200],
+                    description   = body,
+                    category      = TicketCategory.OTHER,
+                    priority      = TicketPriority.MEDIUM,
+                    status        = TicketStatus.OPEN,
+                    created_by_id = created_by_id,
+                    ai_generated  = False,
+                )
+                ticket.ticket_number = ticket.generate_ticket_number()
+                set_due_date(ticket, app)
+                db.session.add(ticket)
+                db.session.flush()
+
+                # Prepend external-sender note as a comment if needed
+                if external_note:
+                    from app.models import Comment
+                    from app.services.validation_service import render_comment_body
+                    comment = Comment(
+                        ticket_id  = ticket.id,
+                        author_id  = created_by_id,
+                        body       = render_comment_body(external_note),
+                        is_internal= True,   # IT staff only
+                    )
+                    db.session.add(comment)
+
+                from app.services.log_service import log_action
+                log_action(
+                    created_by_id, 'ticket_create_email', 'ticket', ticket.id,
+                    f'ticket_number={ticket.ticket_number} '
+                    f'from_email={from_email} message_id={message_id or "none"}'
+                )
+                db.session.commit()
+                logger.info(
+                    f'[EMAIL INGEST] Created ticket {ticket.ticket_number} '
+                    f'from={from_email} subject="{subject[:60]}"'
+                )
+                notify_new_ticket(ticket)
+
+                # Track message ID for deduplication
+                if message_id:
+                    new_ids.add(message_id)
+                created += 1
+
+                # Move processed message to done folder
+                try:
+                    imap.create(move_to)
+                except Exception:
+                    pass  # folder may already exist
+                imap.copy(num, move_to)
+                imap.store(num, '+FLAGS', '\\Deleted')
+
+            except Exception as exc:
+                db.session.rollback()
+                logger.error(f'[EMAIL INGEST] Failed to process message {num}: {exc}',
+                             exc_info=True)
+
+        imap.expunge()
+
+    finally:
+        try:
+            imap.logout()
+        except Exception:
+            pass
+
+    if new_ids:
+        _save_seen_ids(seen_ids | new_ids)
+
+    if created:
+        logger.info(f'[EMAIL INGEST] Run complete — {created} ticket(s) created')

app/templates/admin/kb_list.html

@@ -65,7 +65,7 @@
     {% if articles %}
     <table class="table mb-0">
       <thead>
-        <tr><th>Title</th><th>Category</th><th>Author</th><th>Published</th><th>Views</th><th>Updated</th><th>Actions</th></tr>
+        <tr><th>Title</th><th>Category</th><th>Author</th><th>Published</th><th>Views</th><th style="white-space:nowrap;">👍 / 👎</th><th>Updated</th><th>Actions</th></tr>
       </thead>
       <tbody>
         {% for art in articles %}
@@ -81,6 +81,13 @@
             {% endif %}
           </td>
           <td style="font-size:12px;color:var(--muted);">{{ art.view_count }}</td>
+          <td style="font-size:12px;white-space:nowrap;">
+            {% set hc = art.feedback.filter_by(is_helpful=True).count() %}
+            {% set nc = art.feedback.filter_by(is_helpful=False).count() %}
+            <span style="color:var(--success);">👍 {{ hc }}</span>
+            <span style="color:var(--muted);margin:0 3px;">/</span>
+            <span style="color:var(--danger);">👎 {{ nc }}</span>
+          </td>
           <td style="font-size:12px;color:var(--muted);">{{ art.updated_at.strftime('%b %d, %Y') }}</td>
           <td>
             <div class="d-flex gap-1 align-items-center">

app/templates/admin/settings.html

@@ -18,6 +18,45 @@
   {% endfor %}
 {% endwith %}
 
+<!-- Timezone -->
+<div class="card mb-4" style="max-width:680px;">
+  <div class="card-header" style="padding:16px 20px;border-bottom:1px solid var(--border);">
+    <h5 class="mb-0" style="font-size:15px;font-weight:600;">
+      <i class="bi bi-clock me-2"></i>Date &amp; Time
+    </h5>
+  </div>
+  <div class="card-body" style="padding:20px;">
+    <p style="font-size:13px;color:var(--muted);margin-bottom:20px;">
+      All timestamps are stored in UTC internally. This setting controls how they are
+      displayed throughout the application — tickets, comments, history, and logs.
+    </p>
+    <form method="POST" action="{{ url_for('admin.settings') }}">
+      <input type="hidden" name="csrf_token" value="{{ csrf_token() }}">
+      <input type="hidden" name="form_type" value="timezone">
+      <div class="mb-3">
+        <label class="form-label">Display Timezone</label>
+        <select class="form-select" name="app_timezone" style="max-width:400px;">
+          {% for tz_value, tz_label in common_timezones %}
+          <option value="{{ tz_value }}" {% if tz_value == current_tz %}selected{% endif %}>
+            {{ tz_label }}
+          </option>
+          {% endfor %}
+          {% if current_tz not in common_timezones|map(attribute=0)|list %}
+          <option value="{{ current_tz }}" selected>{{ current_tz }}</option>
+          {% endif %}
+        </select>
+        <div class="form-text">
+          Current setting: <strong>{{ current_tz }}</strong> —
+          local time is <strong>{{ now_local.strftime('%b %d, %Y %H:%M %Z') }}</strong>
+        </div>
+      </div>
+      <button type="submit" class="btn btn-primary">
+        <i class="bi bi-check2 me-2"></i>Save Timezone
+      </button>
+    </form>
+  </div>
+</div>
+
 <!-- Branding -->
 <div class="card mb-4" style="max-width:680px;">
   <div class="card-header" style="padding:16px 20px;border-bottom:1px solid var(--border);">
@@ -113,6 +152,98 @@
   </div>
 </div>
 
+
+<!-- Email Ingestion -->
+<div class="card mb-4" style="max-width:680px;">
+  <div class="card-header" style="padding:16px 20px;border-bottom:1px solid var(--border);">
+    <h5 class="mb-0" style="font-size:15px;font-weight:600;">
+      <i class="bi bi-envelope-arrow-down me-2"></i>Email-to-Ticket Ingestion
+    </h5>
+  </div>
+  <div class="card-body" style="padding:20px;">
+    <p style="font-size:13px;color:var(--muted);margin-bottom:20px;">
+      When enabled, TechDesk polls a dedicated IMAP mailbox and automatically converts
+      inbound emails into tickets. Use a dedicated support inbox with an app-specific password.
+    </p>
+    <form method="POST" action="{{ url_for('admin.settings') }}">
+      <input type="hidden" name="csrf_token" value="{{ csrf_token() }}">
+      <input type="hidden" name="form_type" value="email_ingestion">
+
+      <!-- Enable toggle -->
+      <div class="d-flex align-items-center gap-3 mb-4 p-3"
+           style="border:1px solid var(--border);border-radius:10px;background:var(--surface);">
+        <div style="flex:1;">
+          <div style="font-weight:600;font-size:14px;">
+            <i class="bi bi-power me-2"></i>Enable Email Ingestion
+          </div>
+          <div style="font-size:12px;color:var(--muted);margin-top:3px;">
+            Start polling the mailbox below for new tickets.
+          </div>
+        </div>
+        <div class="form-check form-switch mb-0">
+          <input class="form-check-input" type="checkbox" role="switch"
+                 id="email-ingestion-toggle" name="email_ingestion_enabled" value="1"
+                 {% if email_settings.enabled %}checked{% endif %}
+                 style="width:40px;height:22px;cursor:pointer;"/>
+        </div>
+      </div>
+
+      <div class="row g-3">
+        <div class="col-md-8">
+          <label class="form-label">IMAP Host</label>
+          <input type="text" class="form-control" name="email_ingestion_host"
+                 value="{{ email_settings.host }}" placeholder="e.g. imap.gmail.com"/>
+        </div>
+        <div class="col-md-4">
+          <label class="form-label">Port</label>
+          <input type="number" class="form-control" name="email_ingestion_port"
+                 value="{{ email_settings.port }}" placeholder="993"/>
+        </div>
+        <div class="col-md-6">
+          <label class="form-label">Mailbox Username / Email</label>
+          <input type="text" class="form-control" name="email_ingestion_user"
+                 value="{{ email_settings.user }}" placeholder="support@yourcompany.com"/>
+        </div>
+        <div class="col-md-6">
+          <label class="form-label">Password
+            <span style="font-size:11px;color:var(--muted);font-weight:400;">
+              — use an app-specific password
+            </span>
+          </label>
+          <input type="password" class="form-control" name="email_ingestion_password"
+                 value="{{ email_settings.password }}" placeholder="Leave blank to keep current"/>
+        </div>
+        <div class="col-md-4">
+          <label class="form-label">Watch Folder</label>
+          <input type="text" class="form-control" name="email_ingestion_folder"
+                 value="{{ email_settings.folder }}" placeholder="INBOX"/>
+        </div>
+        <div class="col-md-4">
+          <label class="form-label">Processed Folder</label>
+          <input type="text" class="form-control" name="email_ingestion_move_to"
+                 value="{{ email_settings.move_to }}" placeholder="Processed"/>
+        </div>
+        <div class="col-md-4">
+          <label class="form-label">Poll Interval (minutes)</label>
+          <input type="number" class="form-control" name="email_ingestion_interval"
+                 value="{{ email_settings.interval }}" min="1" max="60" placeholder="5"/>
+        </div>
+      </div>
+
+      <div class="alert alert-info mt-3 mb-0" style="font-size:12px;">
+        <i class="bi bi-info-circle me-2"></i>
+        <strong>Note:</strong> For Gmail, enable IMAP in Settings → Forwarding and POP/IMAP,
+        and use an App Password (Google Account → Security → 2-Step Verification → App passwords).
+        For other providers, ensure IMAP is enabled and check their specific settings.
+      </div>
+
+      <button type="submit" class="btn btn-primary mt-3">
+        <i class="bi bi-check2 me-2"></i>Save Email Settings
+      </button>
+    </form>
+  </div>
+</div>
+
 <!-- Registration -->
 <div class="card" style="max-width:680px;">
   <div class="card-header" style="padding:16px 20px;border-bottom:1px solid var(--border);">

app/templates/admin/tickets.html

@@ -65,6 +65,10 @@
     <table class="table mb-0">
       <thead>
         <tr>
+          <th style="width:36px;">
+            <input type="checkbox" id="select-all" title="Select all"
+                   style="accent-color:var(--accent);width:15px;height:15px;cursor:pointer;"/>
+          </th>
           <th>Ticket #</th>
           <th>Title</th>
           <th>Category</th>
@@ -79,6 +83,10 @@
       <tbody>
         {% for t in tickets.items %}
         <tr>
+          <td>
+            <input type="checkbox" class="ticket-cb" value="{{ t.id }}"
+                   style="accent-color:var(--accent);width:15px;height:15px;cursor:pointer;"/>
+          </td>
           <td><a href="{{ url_for('tickets.ticket_detail', ticket_id=t.id) }}" class="mono" style="font-size:11px;color:var(--accent3);">{{ t.ticket_number }}</a></td>
           <td style="font-size:13px;max-width:200px;overflow:hidden;text-overflow:ellipsis;white-space:nowrap;">{{ t.title }}</td>
           <td style="font-size:12px;color:var(--muted);">{{ t.category.replace('_',' ').title() }}</td>
@@ -86,7 +94,7 @@
           <td><span class="badge badge-{{ t.priority }}">{{ t.priority.upper() }}</span></td>
           <td style="font-size:13px;">{{ t.creator.full_name }}</td>
           <td style="font-size:13px;color:var(--muted);">{{ t.assignee.full_name if t.assignee else '—' }}</td>
-          <td style="font-size:11px;color:var(--muted);">{{ t.created_at.strftime('%b %d') }}</td>
+          <td style="font-size:11px;color:var(--muted);">{{ t.created_at | localtime("%b %d") }}</td>
           <td><a href="{{ url_for('tickets.ticket_detail', ticket_id=t.id) }}" class="btn btn-secondary btn-sm"><i class="bi bi-eye"></i></a></td>
         </tr>
         {% endfor %}
@@ -121,4 +129,101 @@
     {% endif %}
   </div>
 </div>
+
+<!-- Bulk action bar: fixed at bottom, hidden until checkboxes are ticked -->
+<!-- NOTE: display is set entirely via JS — no inline display property here -->
+<div id="bulk-action-bar"
+     style="position:fixed;bottom:24px;left:50%;transform:translateX(-50%);
+            background:#1e293b;color:#fff;border-radius:12px;padding:12px 20px;
+            box-shadow:0 8px 32px rgba(0,0,0,.3);z-index:1000;
+            align-items:center;gap:12px;min-width:420px;">
+  <span id="bulk-count" style="font-size:13px;font-weight:600;white-space:nowrap;"></span>
+  <div style="flex:1;"></div>
+  <form method="POST" action="{{ url_for('admin.bulk_ticket_action') }}" id="bulk-form">
+    <input type="hidden" name="csrf_token" value="{{ csrf_token() }}"/>
+    <input type="hidden" name="status"   value="{{ status }}"/>
+    <input type="hidden" name="priority" value="{{ priority }}"/>
+    <input type="hidden" name="assigned" value="{{ assigned }}"/>
+    <input type="hidden" name="q"        value="{{ search }}"/>
+    <div id="bulk-hidden-ids"></div>
+    <div class="d-flex gap-2">
+      <button type="submit" name="action" value="resolve"
+              class="btn btn-sm" style="background:#059669;color:#fff;border:none;">
+        <i class="bi bi-check2-circle me-1"></i>Resolve
+      </button>
+      <button type="submit" name="action" value="close"
+              class="btn btn-sm" style="background:#6b7280;color:#fff;border:none;">
+        <i class="bi bi-archive me-1"></i>Close
+      </button>
+      <button type="submit" name="action" value="assign_me"
+              class="btn btn-sm" style="background:#2563eb;color:#fff;border:none;">
+        <i class="bi bi-person-check me-1"></i>Assign to Me
+      </button>
+      <button type="submit" name="action" value="unassign"
+              class="btn btn-sm" style="color:#fff;border:1px solid #6b7280;background:transparent;">
+        <i class="bi bi-person-dash me-1"></i>Unassign
+      </button>
+    </div>
+  </form>
+  <button type="button" onclick="clearSelection()"
+          style="background:none;border:none;color:#9ca3af;font-size:20px;cursor:pointer;
+                 line-height:1;padding:0 0 0 4px;flex-shrink:0;" title="Clear selection">×</button>
+</div>
+
+<!-- Script is AFTER all DOM elements so querySelectorAll finds the checkboxes -->
+<script>
+(function () {
+  const bar       = document.getElementById('bulk-action-bar');
+  const countEl   = document.getElementById('bulk-count');
+  const hiddenIds = document.getElementById('bulk-hidden-ids');
+  const selectAll = document.getElementById('select-all');
+
+  // Start hidden — JS controls visibility entirely
+  bar.style.display = 'none';
+
+  function getChecked() {
+    return Array.from(document.querySelectorAll('.ticket-cb:checked'));
+  }
+
+  function updateBar() {
+    const checked = getChecked();
+    if (checked.length === 0) {
+      bar.style.display = 'none';
+      return;
+    }
+    bar.style.display = 'flex';
+    countEl.textContent = `${checked.length} ticket${checked.length !== 1 ? 's' : ''} selected`;
+    hiddenIds.innerHTML = checked.map(cb =>
+      `<input type="hidden" name="ticket_ids" value="${cb.value}"/>`
+    ).join('');
+  }
+
+  window.clearSelection = function () {
+    document.querySelectorAll('.ticket-cb').forEach(cb => cb.checked = false);
+    if (selectAll) { selectAll.checked = false; selectAll.indeterminate = false; }
+    updateBar();
+  };
+
+  if (selectAll) {
+    selectAll.addEventListener('change', () => {
+      document.querySelectorAll('.ticket-cb').forEach(cb => {
+        cb.checked = selectAll.checked;
+      });
+      updateBar();
+    });
+  }
+
+  document.querySelectorAll('.ticket-cb').forEach(cb => {
+    cb.addEventListener('change', () => {
+      const all  = document.querySelectorAll('.ticket-cb');
+      const done = document.querySelectorAll('.ticket-cb:checked');
+      if (selectAll) {
+        selectAll.indeterminate = done.length > 0 && done.length < all.length;
+        selectAll.checked       = done.length === all.length && all.length > 0;
+      }
+      updateBar();
+    });
+  });
+})();
+</script>
 {% endblock %}

app/templates/tickets/dashboard_employee.html

@@ -69,7 +69,7 @@
               <td>{{ t.title[:45] }}{% if t.title|length > 45 %}…{% endif %}</td>
               <td><span class="badge badge-{{ t.status }}">{{ t.status.replace('_',' ').upper() }}</span></td>
               <td><span class="badge badge-{{ t.priority }}">{{ t.priority.upper() }}</span></td>
-              <td style="font-size:12px;color:var(--muted);">{{ t.created_at.strftime('%b %d') }}</td>
+              <td style="font-size:12px;color:var(--muted);">{{ t.created_at | localtime("%b %d") }}</td>
             </tr>
             {% endfor %}
           </tbody>

app/templates/tickets/detail.html

@@ -25,7 +25,7 @@
         </span>
         {% endif %}
         <span><i class="bi bi-tag me-1"></i>{{ ticket.category.replace('_',' ').title() }}</span>
-        <span><i class="bi bi-calendar3 me-1"></i>{{ ticket.created_at.strftime('%b %d, %Y %H:%M') }}</span>
+        <span><i class="bi bi-calendar3 me-1"></i>{{ ticket.created_at | localtime("%b %d, %Y %H:%M") }}</span>
         {% if ticket.location %}<span><i class="bi bi-geo-alt me-1"></i>{{ ticket.location }}</span>{% endif %}
         {% if ticket.asset_tag %}<span><i class="bi bi-cpu me-1"></i>{{ ticket.asset_tag }}</span>{% endif %}
         {% if ticket.ai_generated %}<span style="color:var(--accent3);"><i class="bi bi-robot me-1"></i>AI-generated</span>{% endif %}
@@ -113,7 +113,7 @@
           {% endif %}
         </div>
         <div class="d-flex align-items-center gap-2">
-          <span class="comment-time">{{ comment.created_at.strftime('%b %d, %Y %H:%M') }}</span>
+          <span class="comment-time">{{ comment.created_at | localtime("%b %d, %Y %H:%M") }}</span>
           {% if current_user.is_it_staff or comment.author_id == current_user.id %}
           <form method="POST" action="{{ url_for('tickets.delete_comment', comment_id=comment.id) }}"
                 onsubmit="return confirm('Delete this comment?');">
@@ -744,10 +744,10 @@ function buildCommentEl(c) {
         {{ info_row('bi-person-badge', 'Filed by (IT)', '<span style="color:var(--accent);font-weight:600;">' ~ ticket.filed_by_staff.full_name ~ '</span>') }}
         {% endif %}
         {{ info_row('bi-person-check', 'Assigned to', ticket.assignee.full_name if ticket.assignee else '—') }}
-        {{ info_row('bi-calendar3', 'Created', ticket.created_at.strftime('%b %d, %Y')) }}
+        {{ info_row('bi-calendar3', 'Created', ticket.created_at | localtime("%b %d, %Y")) }}
-        {{ info_row('bi-calendar-check', 'Updated', ticket.updated_at.strftime('%b %d, %Y')) }}
+        {{ info_row('bi-calendar-check', 'Updated', ticket.updated_at | localtime("%b %d, %Y")) }}
-        {% if ticket.due_date %}{{ info_row('bi-alarm', 'Due Date', ticket.due_date.strftime('%b %d, %Y')) }}{% endif %}
+        {% if ticket.due_date %}{{ info_row('bi-alarm', 'Due Date', ticket.due_date | localtime("%b %d, %Y")) }}{% endif %}
-        {% if ticket.resolved_at %}{{ info_row('bi-check-circle', 'Resolved', ticket.resolved_at.strftime('%b %d, %Y')) }}{% endif %}
+        {% if ticket.resolved_at %}{{ info_row('bi-check-circle', 'Resolved', ticket.resolved_at | localtime("%b %d, %Y")) }}{% endif %}
       </div>
     </div>
 
@@ -778,7 +778,7 @@ function buildCommentEl(c) {
           {% endif %}
           changed from <em>{{ old }}</em> to <em>{{ new }}</em>
           <br>
-          <span style="font-size:10px;">by {{ h.changer.full_name }} · {{ h.changed_at.strftime('%b %d %H:%M') }}</span>
+          <span style="font-size:10px;">by {{ h.changer.full_name }} · {{ h.changed_at | localtime("%b %d %H:%M") }}</span>
         </div>
         {% endfor %}
       </div>

app/templates/tickets/kb_article.html

@@ -83,8 +83,27 @@
       </div>
     </div>
     <div class="card mt-3">
-      <div class="card-body d-flex align-items-center justify-content-between">
+      <div class="card-body">
-        <span style="font-size:13px;color:var(--muted);">Did this article solve your issue?</span>
+        <div class="d-flex align-items-center justify-content-between flex-wrap gap-3">
+          <!-- Feedback widget -->
+          <div style="font-size:13px;">
+            <span style="color:var(--muted);margin-right:10px;">Was this article helpful?</span>
+            <button type="button" id="fb-yes"
+                    onclick="submitFeedback(1)"
+                    class="btn btn-sm {% if user_feedback and user_feedback.is_helpful %}btn-success{% else %}btn-outline-secondary{% endif %}"
+                    style="margin-right:6px;">
+              <i class="bi bi-hand-thumbs-up me-1"></i>
+              Yes <span id="fb-yes-count">({{ helpful_count }})</span>
+            </button>
+            <button type="button" id="fb-no"
+                    onclick="submitFeedback(0)"
+                    class="btn btn-sm {% if user_feedback and not user_feedback.is_helpful %}btn-danger{% else %}btn-outline-secondary{% endif %}">
+              <i class="bi bi-hand-thumbs-down me-1"></i>
+              No <span id="fb-no-count">({{ not_helpful_count }})</span>
+            </button>
+            <span id="fb-msg" style="font-size:12px;color:var(--muted);margin-left:10px;"></span>
+          </div>
+          <!-- Navigation -->
           <div class="d-flex gap-2">
             <a href="{{ url_for('tickets.knowledge_base') }}" class="btn btn-secondary btn-sm">
               <i class="bi bi-arrow-left me-1"></i>Back
@@ -96,5 +115,33 @@
         </div>
       </div>
     </div>
+
+<script>
+const FEEDBACK_URL = '{{ url_for("tickets.kb_feedback", article_id=article.id) }}';
+const CSRF_TOKEN   = document.querySelector('meta[name=csrf-token]').content;
+
+async function submitFeedback(helpful) {
+  const fd = new FormData();
+  fd.append('helpful', helpful);
+  fd.append('csrf_token', CSRF_TOKEN);
+  try {
+    const r    = await fetch(FEEDBACK_URL, { method: 'POST', credentials: 'same-origin', body: fd });
+    const data = await r.json();
+    if (!data.ok) return;
+    document.getElementById('fb-yes-count').textContent = `(${data.helpful_count})`;
+    document.getElementById('fb-no-count').textContent  = `(${data.not_helpful_count})`;
+    const btnYes = document.getElementById('fb-yes');
+    const btnNo  = document.getElementById('fb-no');
+    const msg    = document.getElementById('fb-msg');
+    btnYes.className = 'btn btn-sm ' + (data.user_vote === 'helpful'     ? 'btn-success'         : 'btn-outline-secondary');
+    btnNo.className  = 'btn btn-sm ' + (data.user_vote === 'not_helpful' ? 'btn-danger'           : 'btn-outline-secondary');
+    msg.textContent  = data.user_vote ? 'Thanks for your feedback!' : 'Vote removed.';
+    setTimeout(() => msg.textContent = '', 3000);
+  } catch {
+    // silent fail
+  }
+}
+</script>
+  </div>
 </div>
 {% endblock %}

app/templates/tickets/list.html

@@ -93,7 +93,7 @@
           {% if current_user.is_it_staff %}
           <td style="font-size:13px;">{{ t.creator.full_name }}</td>
           {% endif %}
-          <td style="font-size:12px;color:var(--muted);">{{ t.created_at.strftime('%b %d, %Y') }}</td>
+          <td style="font-size:12px;color:var(--muted);">{{ t.created_at | localtime("%b %d, %Y") }}</td>
           <td>
             <a href="{{ url_for('tickets.ticket_detail', ticket_id=t.id) }}" class="btn btn-secondary btn-sm">
               <i class="bi bi-eye"></i>

app/templates/tickets/notifications.html

@@ -39,7 +39,7 @@
               <div style="font-size:12px;color:var(--muted);margin-top:3px;">{{ n.message[:120] }}</div>
               {% endif %}
               <div style="font-size:11px;color:var(--muted);margin-top:5px;font-family:'Space Mono',monospace;">
-                {{ n.created_at.strftime('%b %d, %Y at %H:%M') }}
+                {{ n.created_at | localtime("%b %d, %Y at %H:%M") }}
               </div>
             </div>
             <div style="flex-shrink:0;align-self:center;">