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nngo
2026-06-26 09:04:34 -04:00
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app/routes/support.py
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import os
import logging
from flask import (Blueprint, render_template, redirect, url_for,
flash, request, current_app, jsonify, abort)
from flask_login import login_required, current_user
from app import db
from app.models.support import SupportTicket, SupportTicketReply
from app.models.user import User
from app.models.facility import Facility
from app.utils.decorators import supervisor_required
from app.utils.scope import get_customer_scope
from app.utils.audit import log_action, ACTION_CREATE, ACTION_UPDATE
from app.utils.time_utils import now_eastern
from app.utils.notifications import notify
bp = Blueprint('support', __name__, url_prefix='/support')
logger = logging.getLogger(__name__)
# ── Groq system prompt ────────────────────────────────────────────────────────
_SYSTEM_PROMPT = """\
You are JQC Support, a friendly assistant for customers of JQC (Janitorial Quality Control), \
a commercial cleaning quality management platform.
Help customers with:
- Navigating the portal: Dashboard, Inspections, Issues, Reports pages
- Inspection scores: 90%+ = Excellent, 70-89% = Satisfactory, below 70% = Needs Improvement
- SLA timelines: Critical issues = 4 h, High = 24 h, Medium = 72 h, Low = 168 h
- Issue statuses: Open → In Progress → Pending Verification → Resolved
- Following issues to receive email/in-app update notifications
- Reporting new cleaning concerns via the Issues > Log Issue page
- Understanding facility scorecards and trend charts in Reports
Rules:
- Keep answers concise (3-5 sentences max) and friendly.
- Never invent specific staff names, contract prices, schedules, or contact numbers.
- If the customer has an access problem, billing question, or a concern you genuinely \
cannot resolve through guidance, say so clearly and suggest they click \
"Submit to Support" to reach the admin team directly.\
"""
# Preset FAQ questions shown as quick-reply chips on first load
FAQS = [
{'icon': 'bi-clipboard-check', 'text': 'How do I view my inspection reports?'},
{'icon': 'bi-graph-up', 'text': 'What do inspection scores mean?'},
{'icon': 'bi-exclamation-circle','text': 'How do I track an open issue?'},
{'icon': 'bi-megaphone', 'text': 'How do I report a cleaning concern?'},
{'icon': 'bi-alarm', 'text': 'What is SLA and how does it work?'},
{'icon': 'bi-bell', 'text': 'How do I get notified on issue updates?'},
]
# ── Customer chat page ────────────────────────────────────────────────────────
@bp.route('/chat')
@login_required
def chat():
if current_user.role != 'customer':
return redirect(url_for('support.admin_tickets'))
cids = get_customer_scope(current_user) or []
facilities = (Facility.query
.filter(Facility.id.in_(cids), Facility.active == True)
.order_by(Facility.name).all()) if cids else []
groq_ready = bool(os.environ.get('GROQ_API_KEY'))
return render_template('support/chat.html',
faqs=FAQS,
facilities=facilities,
groq_ready=groq_ready)
# ── Groq chat AJAX endpoint ───────────────────────────────────────────────────
@bp.route('/chat/message', methods=['POST'])
@login_required
def chat_message():
if current_user.role != 'customer':
return jsonify({'error': 'Forbidden'}), 403
api_key = os.environ.get('GROQ_API_KEY')
if not api_key:
return jsonify({'reply': (
"I'm sorry, the AI assistant isn't configured right now. "
"Please use the **Submit to Support** form to reach our team directly."
)})
data = request.get_json(silent=True) or {}
history = data.get('messages', []) # list of {role, content} dicts
user_message = data.get('message', '').strip()
if not user_message:
return jsonify({'error': 'Empty message'}), 400
try:
from groq import Groq
client = Groq(api_key=api_key)
messages = [{'role': 'system', 'content': _SYSTEM_PROMPT}]
# Append prior conversation (cap at last 20 turns to control token usage)
for m in history[-20:]:
if m.get('role') in ('user', 'assistant') and m.get('content'):
messages.append({'role': m['role'], 'content': m['content']})
messages.append({'role': 'user', 'content': user_message})
model = os.environ.get('GROQ_MODEL', 'llama-3.3-70b-versatile')
completion = client.chat.completions.create(
model=model,
messages=messages,
max_tokens=512,
temperature=0.5,
)
reply = completion.choices[0].message.content.strip()
return jsonify({'reply': reply})
except Exception as exc:
logger.error('SUPPORT | Groq error: %s', exc)
return jsonify({'reply': (
"I ran into a problem reaching the AI assistant. "
"Please try again, or use **Submit to Support** to contact our team."
)})
# ── Submit support ticket ─────────────────────────────────────────────────────
@bp.route('/tickets', methods=['POST'])
@login_required
def submit_ticket():
if current_user.role != 'customer':
abort(403)
subject = request.form.get('subject', '').strip()
body = request.form.get('body', '').strip()
facility_id = request.form.get('facility_id', type=int)
if not subject or not body:
flash('Please fill in both subject and description.', 'warning')
return redirect(url_for('support.chat'))
# Validate facility belongs to this customer
cids = get_customer_scope(current_user) or []
if facility_id and facility_id not in cids:
facility_id = None
ticket = SupportTicket(
customer_id = current_user.id,
facility_id = facility_id,
subject = subject,
body = body,
status = 'open',
created_at = now_eastern(),
)
db.session.add(ticket)
db.session.commit()
log_action(ACTION_CREATE, 'SupportTicket', ticket.id,
f'#{ticket.id}: {subject[:60]}',
f'customer={current_user.username}')
_notify_admins_new_ticket(ticket)
flash('Your message has been submitted. Our team will get back to you soon.', 'success')
return redirect(url_for('support.my_tickets'))
# ── Customer: my tickets list ─────────────────────────────────────────────────
@bp.route('/my-tickets')
@login_required
def my_tickets():
if current_user.role != 'customer':
abort(403)
tickets = (SupportTicket.query
.filter_by(customer_id=current_user.id)
.order_by(SupportTicket.created_at.desc())
.all())
return render_template('support/my_tickets.html', tickets=tickets)
# ── Customer: ticket detail ───────────────────────────────────────────────────
@bp.route('/my-tickets/<int:ticket_id>', methods=['GET', 'POST'])
@login_required
def my_ticket_detail(ticket_id):
if current_user.role != 'customer':
abort(403)
ticket = db.session.get(SupportTicket, ticket_id)
if ticket is None or ticket.customer_id != current_user.id:
abort(404)
if request.method == 'POST':
if ticket.status == 'closed':
flash('This ticket is closed and cannot receive new replies.', 'warning')
return redirect(url_for('support.my_ticket_detail', ticket_id=ticket_id))
body = request.form.get('body', '').strip()
if not body:
flash('Reply cannot be empty.', 'warning')
return redirect(url_for('support.my_ticket_detail', ticket_id=ticket_id))
reply = SupportTicketReply(
ticket_id = ticket.id,
user_id = current_user.id,
body = body,
created_at = now_eastern(),
)
db.session.add(reply)
# Reopen if it was answered so admin sees there's a follow-up
if ticket.status == 'answered':
ticket.status = 'open'
db.session.commit()
log_action(ACTION_CREATE, 'SupportTicketReply', reply.id,
f'ticket #{ticket.id}',
f'customer reply by {current_user.username}')
_notify_admins_customer_reply(ticket, reply)
flash('Your reply has been sent.', 'success')
return redirect(url_for('support.my_ticket_detail', ticket_id=ticket_id))
replies = ticket.replies.order_by(SupportTicketReply.created_at.asc()).all()
return render_template('support/my_ticket_detail.html',
ticket=ticket, replies=replies)
def _notify_admins_new_ticket(ticket):
"""Create in-app notifications and send emails to all active admin users."""
admins = User.query.filter_by(role='admin', active=True).all()
if not admins:
return
customer_label = ticket.customer.display_name if ticket.customer else 'Unknown'
facility_label = ticket.facility.name if ticket.facility else 'N/A'
link = url_for('support.admin_ticket_detail', ticket_id=ticket.id)
title = f'New support ticket #{ticket.id} from {customer_label}'
body = (f'Subject: {ticket.subject}\n'
f'Facility: {facility_label}\n\n'
f'{ticket.body[:300]}{"…" if len(ticket.body) > 300 else ""}')
for admin in admins:
notify(
recipient = admin,
title = title,
body = body,
link = link,
send_email = True,
)
db.session.commit()
# ── Admin: ticket list ────────────────────────────────────────────────────────
@bp.route('/admin/tickets')
@login_required
@supervisor_required
def admin_tickets():
status_filter = request.args.get('status', '')
page = request.args.get('page', 1, type=int)
q = SupportTicket.query.order_by(SupportTicket.created_at.desc())
if status_filter:
q = q.filter(SupportTicket.status == status_filter)
tickets = q.paginate(page=page, per_page=25, error_out=False)
return render_template('support/admin_tickets.html',
tickets=tickets,
status_filter=status_filter)
# ── Admin: ticket detail + reply ──────────────────────────────────────────────
@bp.route('/admin/tickets/<int:ticket_id>', methods=['GET', 'POST'])
@login_required
@supervisor_required
def admin_ticket_detail(ticket_id):
ticket = db.session.get(SupportTicket, ticket_id)
if ticket is None:
abort(404)
if request.method == 'POST':
action = request.form.get('action')
if action == 'reply':
body = request.form.get('body', '').strip()
if not body:
flash('Reply cannot be empty.', 'warning')
return redirect(url_for('support.admin_ticket_detail', ticket_id=ticket_id))
reply = SupportTicketReply(
ticket_id = ticket.id,
user_id = current_user.id,
body = body,
created_at = now_eastern(),
)
db.session.add(reply)
# Auto-advance status to answered if still open
if ticket.status == 'open':
ticket.status = 'answered'
db.session.commit()
log_action(ACTION_UPDATE, 'SupportTicket', ticket.id,
f'#{ticket.id}: {ticket.subject[:60]}',
f'reply added by {current_user.username}')
_notify_customer_reply(ticket, reply)
flash('Reply sent.', 'success')
elif action == 'status':
new_status = request.form.get('status', '')
if new_status in ('open', 'answered', 'closed'):
ticket.status = new_status
db.session.commit()
log_action(ACTION_UPDATE, 'SupportTicket', ticket.id,
f'#{ticket.id}: {ticket.subject[:60]}',
f'status={new_status}')
flash(f'Ticket marked as {new_status}.', 'success')
return redirect(url_for('support.admin_ticket_detail', ticket_id=ticket_id))
replies = ticket.replies.order_by(SupportTicketReply.created_at.asc()).all()
return render_template('support/admin_ticket_detail.html',
ticket=ticket,
replies=replies)
def _notify_customer_reply(ticket, reply):
"""Create an in-app notification and send an email to the customer."""
if not ticket.customer:
return
admin_name = reply.author.display_name if reply.author else 'Support Team'
title = f'Reply to your support request #{ticket.id}'
body = (f'{admin_name} replied to your ticket "{ticket.subject}":\n\n'
f'{reply.body[:400]}{"…" if len(reply.body) > 400 else ""}')
link = url_for('support.my_ticket_detail', ticket_id=ticket.id)
notify(
recipient = ticket.customer,
title = title,
body = body,
link = link,
send_email = True,
)
db.session.commit()
def _notify_admins_customer_reply(ticket, reply):
"""Notify admins when a customer adds a follow-up reply to their ticket."""
admins = User.query.filter_by(role='admin', active=True).all()
if not admins:
return
customer_label = ticket.customer.display_name if ticket.customer else 'Unknown'
link = url_for('support.admin_ticket_detail', ticket_id=ticket.id)
title = f'Customer reply on ticket #{ticket.id} from {customer_label}'
body = (f'Re: {ticket.subject}\n\n'
f'{reply.body[:400]}{"…" if len(reply.body) > 400 else ""}')
for admin in admins:
notify(
recipient = admin,
title = title,
body = body,
link = link,
send_email = True,
)
db.session.commit()