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src//ticket_validator.py

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+# src/ticket_validator.py
+# Ticket Input Validator — Edge Case Handler
+# SupportMind v1.0 — Asmitha
+
+import re
+import logging
+from typing import Dict, Tuple
+
+logger = logging.getLogger(__name__)
+
+# ── Constants ───────────────────────────────────────────
+MIN_WORDS = 4
+MAX_WORDS = 500
+MIN_CHARS = 10
+MAX_CHARS = 3000
+
+# Non-English character detection
+# Covers: Arabic, Hindi/Devanagari, Tamil, Chinese, 
+#         Japanese, Korean, Thai, Russian
+NON_LATIN_PATTERN = re.compile(
+    r'[\u0600-\u06FF'  # Arabic
+    r'\u0900-\u097F'  # Devanagari (Hindi)
+    r'\u0B80-\u0BFF'  # Tamil
+    r'\u4E00-\u9FFF'  # Chinese
+    r'\u3040-\u30FF'  # Japanese
+    r'\uAC00-\uD7AF'  # Korean
+    r'\u0E00-\u0E7F'  # Thai
+    r'\u0400-\u04FF]' # Russian/Cyrillic
+)
+
+# Gibberish detection
+# No vowels in long sequences = likely gibberish
+GIBBERISH_PATTERN = re.compile(r'\b[^aeiou\s]{6,}\b', re.IGNORECASE)
+
+
+# Already resolved patterns
+RESOLVED_PATTERNS = [
+    r'never ?mind',
+    r'problem (?:is )?(?:solved|fixed|resolved)',
+    r'(?:sorted|fixed) (?:it )?(?:out)?',
+    r'no longer (?:need|require)',
+    r'cancel (?:this )?(?:ticket|request)',
+    r'disregard',
+    r'ignore (?:this|my)',
+    r'thanks?,? (?:got it|all good|figured)',
+]
+
+# Greeting/test patterns
+GREETING_PATTERNS = [
+    r'^hi+\s*[.!?]*$',
+    r'^hello+\s*[.!?]*$',
+    r'^hey+\s*[.!?]*$',
+    r'^test\s*[.!?]*$',
+    r'^testing\s*[.!?]*$',
+    r'^help\s*[.!?]*$',
+    r'^\?\s*$',
+    r'^\.+$',
+]
+
+# Abuse/spam patterns (basic)
+SPAM_PATTERNS = [
+    r'(.)\1{9,}',           # Same char repeated 10+ times
+    r'(\b\w+\b)(\s+\1){4,}', # Same word repeated 5+ times
+]
+
+
+class TicketValidator:
+    """
+    Validates and pre-processes ticket text before ML inference.
+    
+    Catches edge cases early so the ML pipeline never receives
+    bad input. Returns structured validation result with
+    specific response for each edge case.
+    """
+
+    def validate(self, text: str) -> Dict:
+        """
+        Validate ticket text and return result.
+        
+        Returns:
+            {
+                'valid': bool,
+                'cleaned_text': str,      # cleaned version if valid
+                'error_type': str | None, # type of error if invalid
+                'response': str,          # what to show user
+                'should_route': bool,     # proceed to ML?
+            }
+        """
+
+        # ── Check 1: Empty or None ──────────────────────
+        if not text or not text.strip():
+            return self._invalid(
+                error_type='empty',
+                response="It looks like your message is empty. "
+                         "Please describe your issue and we'll help you right away."
+            )
+
+        # Clean whitespace
+        cleaned = ' '.join(text.strip().split())
+
+        # ── Check 2: Too short ──────────────────────────
+        words = cleaned.split()
+        if len(words) < MIN_WORDS or len(cleaned) < MIN_CHARS:
+            # Check if it's a greeting specifically
+            if any(re.match(p, cleaned.lower()) for p in GREETING_PATTERNS):
+                return self._invalid(
+                    error_type='greeting',
+                    response="Hi there! 👋 Could you describe the issue "
+                             "you're experiencing? We're here to help."
+                )
+            return self._invalid(
+                error_type='too_short',
+                response="Could you share a bit more detail about your issue? "
+                         "The more context you provide, the faster we can help."
+            )
+
+        # ── Check 3: Too long ───────────────────────────
+        if len(words) > MAX_WORDS or len(cleaned) > MAX_CHARS:
+            # Truncate intelligently — keep first 500 words
+            truncated_words = words[:MAX_WORDS]
+            cleaned = ' '.join(truncated_words)
+            logger.info(f"Ticket truncated from {len(words)} to {MAX_WORDS} words")
+            # Still valid — just truncated
+            return self._valid(
+                cleaned_text=cleaned,
+                warning="Your message was very long — "
+                        "we've focused on the first part to route you correctly."
+            )
+
+        # ── Check 4: Non-English ────────────────────────
+        non_latin_chars = len(NON_LATIN_PATTERN.findall(cleaned))
+        total_chars = len(re.sub(r'\s', '', cleaned))
+        non_latin_ratio = non_latin_chars / max(total_chars, 1)
+
+        if non_latin_ratio > 0.3:
+            language = self._detect_language_hint(cleaned)
+            return self._invalid(
+                error_type='non_english',
+                response=f"We noticed your message may be in another language. "
+                         f"Our routing system currently works best in English. "
+                         f"Could you resend your message in English? "
+                         f"We want to make sure you reach the right team quickly."
+            )
+
+        # ── Check 5: Already resolved ───────────────────
+        if any(re.search(p, cleaned.lower()) for p in RESOLVED_PATTERNS):
+            return self._invalid(
+                error_type='resolved',
+                response="Glad to hear it's sorted! 😊 "
+                         "If you need anything else, don't hesitate to reach out.",
+                should_route=False
+            )
+
+        # ── Check 6: Gibberish ──────────────────────────
+        gibberish_matches = GIBBERISH_PATTERN.findall(cleaned)
+        total_words = len(words)
+        gibberish_ratio = len(gibberish_matches) / max(total_words, 1)
+
+        if gibberish_ratio >= 0.4:
+            return self._invalid(
+                error_type='gibberish',
+                response="We couldn't quite understand your message. "
+                         "Could you describe your issue in plain language?"
+            )
+
+        # ── Check 7: Spam ───────────────────────────────
+        for pattern in SPAM_PATTERNS:
+            if re.search(pattern, cleaned):
+                return self._invalid(
+                    error_type='spam',
+                    response="We weren't able to process your message. "
+                             "Please describe your issue clearly."
+                )
+
+        # ── Check 8: Only numbers/symbols ───────────────
+        alpha_chars = len(re.findall(r'[a-zA-Z]', cleaned))
+        if alpha_chars < 5:
+            return self._invalid(
+                error_type='no_text',
+                response="Could you describe your issue in words? "
+                         "We want to make sure you reach the right team."
+            )
+
+        # ── All checks passed ────────────────────────────
+        return self._valid(cleaned_text=cleaned)
+
+    def _valid(self, cleaned_text: str, warning: str = None) -> Dict:
+        return {
+            'valid': True,
+            'cleaned_text': cleaned_text,
+            'error_type': None,
+            'response': warning,
+            'should_route': True,
+            'warning': warning is not None,
+        }
+
+    def _invalid(self,
+                 error_type: str,
+                 response: str,
+                 should_route: bool = False) -> Dict:
+        return {
+            'valid': False,
+            'cleaned_text': None,
+            'error_type': error_type,
+            'response': response,
+            'should_route': should_route,
+            'warning': False,
+        }
+
+    def _detect_language_hint(self, text: str) -> str:
+        """Basic language hint for logging."""
+        if re.search(r'[\u0B80-\u0BFF]', text):
+            return 'Tamil'
+        if re.search(r'[\u0900-\u097F]', text):
+            return 'Hindi'
+        if re.search(r'[\u0600-\u06FF]', text):
+            return 'Arabic'
+        if re.search(r'[\u4E00-\u9FFF]', text):
+            return 'Chinese'
+        if re.search(r'[\uAC00-\uD7AF]', text):
+            return 'Korean'
+        return 'Unknown'
+
+
+# ── Quick test ──────────────────────────────────────────
+if __name__ == '__main__':
+    validator = TicketValidator()
+
+    test_cases = [
+        ("hi", "greeting"),
+        ("", "empty"),
+        ("   ", "empty"),
+        ("asdfghjkl qwerty zxcvbnm poiuytrewq", "gibberish"),
+        ("எனது கணக்கில் சிக்கல் உள்ளது", "tamil"),
+        ("My invoice is wrong please help me fix this billing issue", "valid"),
+        ("never mind got it sorted thanks", "resolved"),
+        ("aaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa", "spam"),
+        ("500 404 200 301 302", "no_text"),
+        ("The API endpoint returns 500 error " * 200, "too_long"),
+    ]
+
+    print("=" * 60)
+    print("TICKET VALIDATOR — EDGE CASE TESTS")
+    print("=" * 60)
+
+    for text, expected in test_cases:
+        result = validator.validate(text)
+        status = "[OK]" if not result['valid'] or result['valid'] else "[ERROR]"
+        preview = text[:40] + "..." if len(text) > 40 else text
+        print(f"\nInput:    '{preview}'")
+        print(f"Expected: {expected}")
+        print(f"Got:      {result['error_type'] or 'valid'}")
+        print(f"Response: {result['response']}")