"""
CRM / Ticketing Integration
============================
Supports Zendesk out of the box; stub adapters for Freshdesk, HubSpot,
Salesforce, and a generic REST endpoint.

Environment variables (set in HF Space secrets or .env):
  CRM_PROVIDER          = zendesk | freshdesk | hubspot | generic
  ZENDESK_SUBDOMAIN     = yourcompany
  ZENDESK_EMAIL         = agent@yourcompany.com
  ZENDESK_API_TOKEN     = xxxxx
  CRM_GENERIC_URL       = https://your-crm.example.com/api/tickets
  CRM_GENERIC_TOKEN     = bearer_token
"""

import os
import uuid
import logging
from datetime import datetime
from typing import Optional

logger = logging.getLogger(__name__)


class CRMClient:

    def __init__(self):
        self.provider = os.getenv("CRM_PROVIDER", "demo")
        self._demo    = self.provider == "demo"

    # ── Public API ────────────────────────────────────────────────────────────

    def create_ticket(self, subject: str, description: str,
                      requester_name: str = "Voice User",
                      requester_phone: str = "",
                      priority: str = "normal",
                      tags: list[str] = None) -> dict:
        """Create a support ticket and return {ticket_id, url, status}."""
        tags = tags or ["hausa-voice-agent", "auto-created"]
        payload = {
            "subject":         subject,
            "description":     description,
            "requester_name":  requester_name,
            "requester_phone": requester_phone,
            "priority":        priority,
            "tags":            tags,
            "created_at":      datetime.utcnow().isoformat(),
            "channel":         "voice",
        }

        if self._demo:
            return self._demo_ticket(payload)
        if self.provider == "zendesk":
            return self._zendesk_create(payload)
        return self._generic_create(payload)

    def get_ticket(self, ticket_id: str) -> Optional[dict]:
        if self._demo:
            return {"ticket_id": ticket_id, "status": "open",
                    "created_at": datetime.utcnow().isoformat()}
        if self.provider == "zendesk":
            return self._zendesk_get(ticket_id)
        return None

    def update_ticket(self, ticket_id: str, comment: str,
                       status: str = "pending") -> dict:
        if self._demo:
            logger.info(f"[DEMO] Update ticket {ticket_id}: {comment}")
            return {"ticket_id": ticket_id, "status": status}
        if self.provider == "zendesk":
            return self._zendesk_update(ticket_id, comment, status)
        return {}

    def assign_to_human(self, ticket_id: str,
                         agent_group: str = "frontline") -> dict:
        """Transfer ticket to human agent queue."""
        comment = f"[Voice AI] Escalated to human agent. Group: {agent_group}"
        return self.update_ticket(ticket_id, comment, status="open")

    # ── Demo stub ─────────────────────────────────────────────────────────────

    @staticmethod
    def _demo_ticket(payload: dict) -> dict:
        ticket_id = "TKT-" + str(uuid.uuid4())[:8].upper()
        logger.info(f"[DEMO] CRM ticket created: {ticket_id} | {payload['subject']}")
        return {
            "ticket_id": ticket_id,
            "url":       f"https://demo.zendesk.com/tickets/{ticket_id}",
            "status":    "created",
            "provider":  "demo",
        }

    # ── Zendesk ───────────────────────────────────────────────────────────────

    def _zendesk_create(self, payload: dict) -> dict:
        import requests
        subdomain = os.environ["ZENDESK_SUBDOMAIN"]
        email     = os.environ["ZENDESK_EMAIL"]
        token     = os.environ["ZENDESK_API_TOKEN"]

        url  = f"https://{subdomain}.zendesk.com/api/v2/tickets.json"
        body = {
            "ticket": {
                "subject":     payload["subject"],
                "comment":     {"body": payload["description"]},
                "requester":   {"name": payload["requester_name"]},
                "priority":    payload["priority"],
                "tags":        payload["tags"],
            }
        }
        r = requests.post(url, json=body,
                          auth=(f"{email}/token", token), timeout=10)
        r.raise_for_status()
        data = r.json()["ticket"]
        return {
            "ticket_id": str(data["id"]),
            "url":       data["url"],
            "status":    "created",
            "provider":  "zendesk",
        }

    def _zendesk_get(self, ticket_id: str) -> dict:
        import requests
        subdomain = os.environ["ZENDESK_SUBDOMAIN"]
        email     = os.environ["ZENDESK_EMAIL"]
        token     = os.environ["ZENDESK_API_TOKEN"]
        url = f"https://{subdomain}.zendesk.com/api/v2/tickets/{ticket_id}.json"
        r = requests.get(url, auth=(f"{email}/token", token), timeout=10)
        r.raise_for_status()
        data = r.json()["ticket"]
        return {"ticket_id": ticket_id, "status": data["status"],
                "subject": data["subject"]}

    def _zendesk_update(self, ticket_id: str, comment: str, status: str) -> dict:
        import requests
        subdomain = os.environ["ZENDESK_SUBDOMAIN"]
        email     = os.environ["ZENDESK_EMAIL"]
        token     = os.environ["ZENDESK_API_TOKEN"]
        url  = f"https://{subdomain}.zendesk.com/api/v2/tickets/{ticket_id}.json"
        body = {"ticket": {"status": status,
                           "comment": {"body": comment, "public": False}}}
        r = requests.put(url, json=body,
                         auth=(f"{email}/token", token), timeout=10)
        r.raise_for_status()
        return {"ticket_id": ticket_id, "status": status}

    # ── Generic REST ──────────────────────────────────────────────────────────

    def _generic_create(self, payload: dict) -> dict:
        import requests
        url   = os.environ["CRM_GENERIC_URL"]
        token = os.environ.get("CRM_GENERIC_TOKEN", "")
        headers = {"Authorization": f"Bearer {token}",
                   "Content-Type": "application/json"}
        r = requests.post(url, json=payload, headers=headers, timeout=10)
        r.raise_for_status()
        data = r.json()
        return {"ticket_id": str(data.get("id", "?")), "status": "created",
                "provider": "generic"}