Upload folder using huggingface_hub

.gitattributes

@@ -2,29 +2,6 @@
 *.pt filter=lfs diff=lfs merge=lfs -text
 *.bin filter=lfs diff=lfs merge=lfs -text
 *.pkl filter=lfs diff=lfs merge=lfs -text
-.tmp-ci-venv/Lib/site-packages/dateutil/zoneinfo/dateutil-zoneinfo.tar.gz filter=lfs diff=lfs merge=lfs -text
-.tmp-ci-venv/Lib/site-packages/pip/_vendor/distlib/t64-arm.exe filter=lfs diff=lfs merge=lfs -text
-.tmp-ci-venv/Lib/site-packages/pip/_vendor/distlib/t64.exe filter=lfs diff=lfs merge=lfs -text
-.tmp-ci-venv/Lib/site-packages/pip/_vendor/distlib/w64-arm.exe filter=lfs diff=lfs merge=lfs -text
-.tmp-ci-venv/Lib/site-packages/pip/_vendor/distlib/w64.exe filter=lfs diff=lfs merge=lfs -text
-.tmp-ci-venv/Lib/site-packages/setuptools/cli-arm64.exe filter=lfs diff=lfs merge=lfs -text
-.tmp-ci-venv/Lib/site-packages/setuptools/gui-arm64.exe filter=lfs diff=lfs merge=lfs -text
-.tmp-ci-venv/Scripts/dotenv.exe filter=lfs diff=lfs merge=lfs -text
-.tmp-ci-venv/Scripts/fastapi.exe filter=lfs diff=lfs merge=lfs -text
-.tmp-ci-venv/Scripts/httpx.exe filter=lfs diff=lfs merge=lfs -text
-.tmp-ci-venv/Scripts/idna.exe filter=lfs diff=lfs merge=lfs -text
-.tmp-ci-venv/Scripts/markdown-it.exe filter=lfs diff=lfs merge=lfs -text
-.tmp-ci-venv/Scripts/normalizer.exe filter=lfs diff=lfs merge=lfs -text
-.tmp-ci-venv/Scripts/pip.exe filter=lfs diff=lfs merge=lfs -text
-.tmp-ci-venv/Scripts/pip3.11.exe filter=lfs diff=lfs merge=lfs -text
-.tmp-ci-venv/Scripts/pip3.exe filter=lfs diff=lfs merge=lfs -text
-.tmp-ci-venv/Scripts/pygmentize.exe filter=lfs diff=lfs merge=lfs -text
-.tmp-ci-venv/Scripts/pyiceberg.exe filter=lfs diff=lfs merge=lfs -text
-.tmp-ci-venv/Scripts/python.exe filter=lfs diff=lfs merge=lfs -text
-.tmp-ci-venv/Scripts/pythonw.exe filter=lfs diff=lfs merge=lfs -text
-.tmp-ci-venv/Scripts/uvicorn.exe filter=lfs diff=lfs merge=lfs -text
-.tmp-ci-venv/Scripts/watchfiles.exe filter=lfs diff=lfs merge=lfs -text
-.tmp-ci-venv/Scripts/websockets.exe filter=lfs diff=lfs merge=lfs -text
 Frontend/public/favicon.jpeg filter=lfs diff=lfs merge=lfs -text
 Frontend/public/favicon.png filter=lfs diff=lfs merge=lfs -text
 Frontend/public/team/pragati_tiwari.jpg filter=lfs diff=lfs merge=lfs -text

.gitignore

@@ -4,10 +4,7 @@ __pycache__/
 *$py.class
 venv/
 env/
-# Ignore all env files anywhere in the repo
-**/.env
-**/.env.*
-
+.env
 
 # Models (Keep them if they are small, but here they are large. 
 # We should probably only keep the ones we actually use if possible, 
@@ -37,10 +34,3 @@ docs/logs/
 scratch/
 .npm-cache/
 
-# GSSoC Score Tracking and Temporary Scripts
-scratch/
-.npm-cache/
-*.tmp
-../MOBILE_SETUP_TEMP.md
-../CI_YML_TEMP.yml
-../ENV_EXAMPLE_TEMP.example

Dockerfile

@@ -1,40 +1,36 @@
-# syntax=docker/dockerfile:1
+# Use an official Python runtime as a parent image
+FROM python:3.10-slim
 
-FROM python:3.10-slim AS builder
+LABEL version="1.1.1" rebuild_trigger="2026-03-08-2032"
 
-WORKDIR /build
-RUN apt-get update && apt-get install -y --no-install-recommends \
+# Set the working directory to /app
+WORKDIR /app
+
+# Install system dependencies required for EasyOCR and OpenCV
+RUN apt-get update && apt-get install -y \
+    libgl1 \
+    libglib2.0-0 \
     git \
     && rm -rf /var/lib/apt/lists/*
 
+# Copy the requirements file into the container
 COPY requirements.txt .
-RUN pip install --no-cache-dir --prefix=/install -r requirements.txt
-
-FROM python:3.10-slim AS runtime
 
-LABEL org.opencontainers.image.title="helpdesk-backend"
-LABEL org.opencontainers.image.description="HELPDESK.AI FastAPI backend (multi-stage)"
+# Install dependencies (no-cache-dir keeps the docker image smaller)
+RUN pip install --no-cache-dir -r requirements.txt
 
-WORKDIR /app
-
-RUN apt-get update && apt-get install -y --no-install-recommends \
-    libgl1 \
-    libglib2.0-0 \
-    && rm -rf /var/lib/apt/lists/* \
-    && useradd --create-home --shell /usr/sbin/nologin appuser
-
-COPY --from=builder /install /usr/local
+# Copy all the remaining files into the container as a 'backend' directory
+# This allows absolute imports like 'from backend.services...' to work perfectly
 COPY . /app/backend
 
-ENV PYTHONPATH=/app \
-    PYTHONDONTWRITEBYTECODE=1 \
-    PYTHONUNBUFFERED=1
+# Tell Python where to look for modules (so it can find the 'backend' folder)
+ENV PYTHONPATH=/app
 
+# Expose port 7860 (Hugging Face Spaces default)
 EXPOSE 7860
 
 HEALTHCHECK --interval=30s --timeout=5s --start-period=120s --retries=3 \
     CMD ["python", "backend/healthcheck.py"]
 
-USER appuser
-
+# Run the FastAPI server via Uvicorn
 CMD ["uvicorn", "backend.main:app", "--host", "0.0.0.0", "--port", "7860"]

Frontend/eslint.config.js

@@ -35,25 +35,4 @@ export default defineConfig([
       'react-refresh/only-export-components': 'off',
         },
   },
-  {
-    files: [
-      '**/*.{test,spec}.{js,jsx}',
-      '**/__tests__/**/*.{js,jsx}',
-      'jest.setup.js',
-      'jest.fileMock.js',
-    ],
-    languageOptions: {
-      globals: {
-        ...globals.browser,
-        ...globals.node,
-        ...globals.jest,
-      },
-    },
-  },
-  {
-    files: ['jest.fileMock.js'],
-    languageOptions: {
-      sourceType: 'commonjs',
-    },
-  },
 ])

Frontend/package.json

@@ -6,12 +6,10 @@
   "scripts": {
     "dev": "vite",
     "build": "vite build",
-    "lint": "eslint . --report-unused-disable-directives --max-warnings 0",
-    "check:ai-secrets": "node ../scripts/check-frontend-secrets.mjs",
+    "lint": "eslint . --ext js,jsx --report-unused-disable-directives --max-warnings 0",
     "preview": "vite preview",
     "prepare": "husky install",
-    "format": "prettier --write .",
-    "test": "jest"
+    "format": "prettier --write ."
   },
   "dependencies": {
     "@google/generative-ai": "^0.24.1",
@@ -44,18 +42,11 @@
     "zustand": "^5.0.11"
   },
   "devDependencies": {
-    "@babel/core": "^7.24.0",
-    "@babel/preset-env": "^7.24.0",
-    "@babel/preset-react": "^7.24.0",
     "@eslint/js": "^9.39.1",
-    "@testing-library/dom": "^10.4.1",
-    "@testing-library/jest-dom": "^6.6.3",
-    "@testing-library/react": "^16.2.0",
     "@types/react": "^19.2.7",
     "@types/react-dom": "^19.2.3",
     "@vitejs/plugin-react": "^5.1.1",
     "autoprefixer": "^10.4.24",
-    "babel-jest": "^29.7.0",
     "eslint": "^9.39.2",
     "eslint-config-prettier": "^10.1.8",
     "eslint-plugin-react": "^7.37.5",
@@ -63,16 +54,11 @@
     "eslint-plugin-react-refresh": "^0.4.24",
     "globals": "^16.5.0",
     "husky": "^9.1.7",
-    "identity-obj-proxy": "^3.0.0",
-    "jest": "^29.7.0",
-    "jest-environment-jsdom": "^29.7.0",
     "lint-staged": "^16.2.7",
     "postcss": "^8.5.6",
     "prettier": "^3.8.1",
     "tailwindcss": "^3.4.19",
     "vite": "^7.3.1"
   },
-  "lint-staged": {
-    "*.{js,jsx}": ["eslint --fix", "prettier --write"]
-  }
+  "lint-staged": "{'*.{js,jsx}': ['eslint --fix', 'prettier --write']}"
 }

Frontend/src/App.jsx

@@ -5,81 +5,80 @@ import {
   Navigate,
   useLocation
 } from "react-router-dom";
-import React, { Suspense, useEffect, lazy } from "react";
+import React, { useEffect } from "react";
+import { AnimatePresence } from "framer-motion";
+import { NotFound } from "./components/ui/not-found-2";
 import useTicketStore from "./store/ticketStore";
+import Toaster from "./components/shared/Toaster";
+import BugReportWidget from "./components/shared/BugReportWidget";
 import useRealtimeNotifications from "./hooks/useRealtimeNotifications";
+
+// Auth Components
+import Login from "./pages/Login";
+import ForgotPassword from "./pages/ForgotPassword";
+import ResetPassword from "./pages/ResetPassword";
+import Signup from "./pages/Signup";
+import AdminSignup from "./pages/AdminSignup";
+import AdminLobby from "./pages/AdminLobby";
+import UserLobby from "./pages/UserLobby";
+import LandingPage from "./pages/LandingPage";
+import ContactSales from "./pages/ContactSales";
+
+// Legacy components
+import DuplicateDetection from "./user/pages/DuplicateDetection";
+import AutoResolveChat from "./user/pages/AutoResolveChat";
+import Resolved from "./user/pages/Resolved";
+import TicketTracking from "./user/pages/TicketTracking";
+// Layouts
+import UserLayout from "./user/UserLayout";
+import AdminLayout from "./admin/layout/AdminLayout";
+
+// User Pages
+import Dashboard from "./user/pages/Dashboard";
+import CreateTicket from "./user/pages/CreateTicket";
+import MyTickets from "./user/pages/MyTickets";
+import TicketResult from "./user/pages/TicketResult";
+import Profile from "./user/pages/Profile";
+import TicketDetail from "./user/pages/TicketDetail";
+import TicketProcessing from "./user/pages/AIProcessing"; // Renamed generic import just in case, but keeping AIProcessing
+import AIProcessing from "./user/pages/AIProcessing";
+import AIUnderstanding from "./user/pages/AIUnderstanding";
+import Notifications from "./user/pages/Notifications";
+import Help from "./user/pages/Help";
+
+// NEW Admin Pages (Refactored)
+import AdminDashboard from "./admin/pages/AdminDashboard";
+import AdminTickets from "./admin/pages/AdminTickets";
+import AdminTicketDetail from "./admin/pages/AdminTicketDetail";
+import AdminUsers from "./admin/pages/AdminUsers";
+import AdminAnalytics from "./admin/pages/AdminAnalytics";
+import AdminProfile from "./admin/pages/AdminProfile";
+import AdminSettings from "./admin/pages/AdminSettings";
+import MasterBugReports from "./master-admin/pages/MasterBugReports";
+
+// Feature Pages
+import AutoCategorizationFeature from "./pages/features/AutoCategorizationFeature";
+import PriorityDetectionFeature from "./pages/features/PriorityDetectionFeature";
+import SmartResolutionFeature from "./pages/features/SmartResolutionFeature";
+
+// Legal Pages
+import TermsOfService from "./pages/legal/TermsOfService";
+import PrivacyPolicy from "./pages/legal/PrivacyPolicy";
+import Security from "./pages/legal/Security";
 import AdminProtectedRoute from "./components/shared/AdminProtectedRoute";
 import MasterAdminProtectedRoute from "./components/shared/MasterAdminProtectedRoute";
 import ProtectedRoute from "./components/shared/ProtectedRoute";
 import useAuthStore from "./store/authStore";
 import NotApproved from "./pages/NotApproved";
-const Login = lazy(() => import("./pages/Login"));
-const ForgotPassword = lazy(() => import("./pages/ForgotPassword"));
-const ResetPassword = lazy(() => import("./pages/ResetPassword"));
-const Signup = lazy(() => import("./pages/Signup"));
-const AdminSignup = lazy(() => import("./pages/AdminSignup"));
-const AdminLobby = lazy(() => import("./pages/AdminLobby"));
-const UserLobby = lazy(() => import("./pages/UserLobby"));
-const LandingPage = lazy(() => import("./pages/LandingPage"));
-const ContactSales = lazy(() => import("./pages/ContactSales"));
-
-const DuplicateDetection = lazy(() => import("./user/pages/DuplicateDetection"));
-const AutoResolveChat = lazy(() => import("./user/pages/AutoResolveChat"));
-const Resolved = lazy(() => import("./user/pages/Resolved"));
-const TicketTracking = lazy(() => import("./user/pages/TicketTracking"));
-
-const UserLayout = lazy(() => import("./user/UserLayout"));
-const AdminLayout = lazy(() => import("./admin/layout/AdminLayout"));
-
-const Dashboard = lazy(() => import("./user/pages/Dashboard"));
-const CreateTicket = lazy(() => import("./user/pages/CreateTicket"));
-const MyTickets = lazy(() => import("./user/pages/MyTickets"));
-const TicketResult = lazy(() => import("./user/pages/TicketResult"));
-const Profile = lazy(() => import("./user/pages/Profile"));
-const TicketDetail = lazy(() => import("./user/pages/TicketDetail"));
-const AIProcessing = lazy(() => import("./user/pages/AIProcessing"));
-const AIUnderstanding = lazy(() => import("./user/pages/AIUnderstanding"));
-const Notifications = lazy(() => import("./user/pages/Notifications"));
-const Help = lazy(() => import("./user/pages/Help"));
-
-const AdminDashboard = lazy(() => import("./admin/pages/AdminDashboard"));
-const AdminTickets = lazy(() => import("./admin/pages/AdminTickets"));
-const AdminTicketDetail = lazy(() => import("./admin/pages/AdminTicketDetail"));
-const AdminUsers = lazy(() => import("./admin/pages/AdminUsers"));
-const AdminAnalytics = lazy(() => import("./admin/pages/AdminAnalytics"));
-const AdminProfile = lazy(() => import("./admin/pages/AdminProfile"));
-const AdminSettings = lazy(() => import("./admin/pages/AdminSettings"));
-const SLAPage = lazy(() => import("./admin/pages/SLAPage"));
-const MasterBugReports = lazy(() => import("./master-admin/pages/MasterBugReports"));
-
-const AutoCategorizationFeature = lazy(() => import("./pages/features/AutoCategorizationFeature"));
-const PriorityDetectionFeature = lazy(() => import("./pages/features/PriorityDetectionFeature"));
-const SmartResolutionFeature = lazy(() => import("./pages/features/SmartResolutionFeature"));
-
-const TermsOfService = lazy(() => import("./pages/legal/TermsOfService"));
-const PrivacyPolicy = lazy(() => import("./pages/legal/PrivacyPolicy"));
-const Security = lazy(() => import("./pages/legal/Security"));
-
-const MasterAdminLogin = lazy(() => import("./pages/MasterAdminLogin"));
-const MasterAdminLayout = lazy(() => import("./master-admin/layout/MasterAdminLayout"));
-const MasterAdminDashboard = lazy(() => import("./master-admin/pages/MasterAdminDashboard"));
-const PendingAdminRequests = lazy(() => import("./master-admin/pages/PendingAdminRequests"));
-const AllCompanies = lazy(() => import("./master-admin/pages/AllCompanies"));
-const AllAdmins = lazy(() => import("./master-admin/pages/AllAdmins"));
-const Changelog = lazy(() => import("./pages/Changelog"));
-const NotFoundPage = lazy(() => import("./components/ui/not-found-2").then((module) => ({ default: module.NotFound })));
-const Toaster = lazy(() => import("./components/shared/Toaster"));
-const BugReportWidget = lazy(() => import("./components/shared/BugReportWidget"));
-
-function RouteFallback() {
-  return (
-    <div className="flex min-h-[40vh] items-center justify-center px-6 py-16">
-      <div className="rounded-2xl border border-slate-200 bg-white px-6 py-4 text-sm font-semibold text-slate-500 shadow-sm">
-        Loading...
-      </div>
-    </div>
-  );
-}
+
+// Master Admin Components
+import MasterAdminLogin from "./pages/MasterAdminLogin";
+import MasterAdminLayout from "./master-admin/layout/MasterAdminLayout";
+import MasterAdminDashboard from "./master-admin/pages/MasterAdminDashboard";
+import PendingAdminRequests from "./master-admin/pages/PendingAdminRequests";
+import AllCompanies from "./master-admin/pages/AllCompanies";
+import AllAdmins from "./master-admin/pages/AllAdmins";
+import Changelog from "./pages/Changelog";
 
 
 function TitleUpdater() {
@@ -97,7 +96,6 @@ function TitleUpdater() {
     else if (path.startsWith('/admin/analytics')) title = 'Analytics | Admin';
     else if (path.startsWith('/admin/profile')) title = 'Admin Profile';
     else if (path.startsWith('/admin/settings')) title = 'Settings | Admin';
-    else if (path.startsWith('/admin/sla')) title = 'SLA Monitor | Admin';
     // Master Admin Routes
     else if (path.startsWith('/master-admin/dashboard')) title = 'Master Dashboard';
     else if (path.startsWith('/master-admin/admin-requests')) title = 'Pending Requests | Master Admin';
@@ -193,11 +191,10 @@ function AppLayout() {
             <Route path="/admin/analytics" element={<AdminAnalytics />} />
             <Route path="/admin/profile" element={<AdminProfile />} />
             <Route path="/admin/settings" element={<AdminSettings />} />
-            <Route path="/admin/sla" element={<SLAPage />} />
           </Route>
         </Route>
 
-        <Route path="*" element={<NotFoundPage />} />
+        <Route path="*" element={<NotFound />} />
       </Routes>
     </>
   );
@@ -209,60 +206,63 @@ function App() {
 
   useEffect(() => {
     initialize();
+    // Dark mode initialize
+    const saved = localStorage.getItem('theme');
+    if (saved === 'dark') {
+      document.documentElement.classList.add('dark');
+    }
   }, [initialize]);
 
   return (
     <BrowserRouter>
       <TitleUpdater />
       <ScrollToTop />
-      <Suspense fallback={<RouteFallback />}>
-        <Toaster />
-        <BugReportWidget />
-        <Routes>
-          {/* Public */}
-          <Route path="/" element={<LandingPage />} />
-          <Route path="/login" element={<Login />} />
-          <Route path="/forgot-password" element={<ForgotPassword />} />
-          <Route path="/reset-password" element={<ResetPassword />} />
-          <Route path="/signup" element={<Signup />} />
-          <Route path="/admin-signup" element={<AdminSignup />} />
-          <Route path="/admin-lobby" element={<AdminLobby />} />
-          <Route path="/user-lobby" element={<UserLobby />} />
-          <Route path="/not-approved" element={<NotApproved />} />
-          <Route path="/contact-sales" element={<ContactSales />} />
-
-          {/* Feature Pages */}
-          <Route path="/features/categorization" element={<AutoCategorizationFeature />} />
-          <Route path="/features/priority" element={<PriorityDetectionFeature />} />
-          <Route path="/features/resolution" element={<SmartResolutionFeature />} />
-
-            {/* Resources Pages */}
-            <Route path="/changelog" element={<Changelog />} />
-
-            {/* Legal Pages */}
-            <Route path="/terms" element={<TermsOfService />} />
-            <Route path="/privacy" element={<PrivacyPolicy />} />
-            <Route path="/security" element={<Security />} />
-
-          {/* Master Admin Portal */}
-          <Route path="/master-admin-login" element={<MasterAdminLogin />} />
-
-          <Route element={<MasterAdminProtectedRoute />}>
-            <Route element={<MasterAdminLayout />}>
-              <Route path="/master-admin/dashboard" element={<MasterAdminDashboard />} />
-              <Route path="/master-admin/admin-requests" element={<PendingAdminRequests />} />
-              <Route path="/master-admin/companies" element={<AllCompanies />} />
-              <Route path="/master-admin/all-admins" element={<AllAdmins />} />
-              <Route path="/master-admin/bug-reports" element={<MasterBugReports />} />
-            </Route>
+      <Toaster />
+      <BugReportWidget />
+      <Routes>
+        {/* Public */}
+        <Route path="/" element={<LandingPage />} />
+        <Route path="/login" element={<Login />} />
+        <Route path="/forgot-password" element={<ForgotPassword />} />
+        <Route path="/reset-password" element={<ResetPassword />} />
+        <Route path="/signup" element={<Signup />} />
+        <Route path="/admin-signup" element={<AdminSignup />} />
+        <Route path="/admin-lobby" element={<AdminLobby />} />
+        <Route path="/user-lobby" element={<UserLobby />} />
+        <Route path="/not-approved" element={<NotApproved />} />
+        <Route path="/contact-sales" element={<ContactSales />} />
+
+        {/* Feature Pages */}
+        <Route path="/features/categorization" element={<AutoCategorizationFeature />} />
+        <Route path="/features/priority" element={<PriorityDetectionFeature />} />
+        <Route path="/features/resolution" element={<SmartResolutionFeature />} />
+
+        {/* Resources Pages */}
+        <Route path="/changelog" element={<Changelog />} />
+        
+        {/* Legal Pages */}
+        <Route path="/terms" element={<TermsOfService />} />
+        <Route path="/privacy" element={<PrivacyPolicy />} />
+        <Route path="/security" element={<Security />} />
+
+        {/* Master Admin Portal */}
+        <Route path="/master-admin-login" element={<MasterAdminLogin />} />
+
+        <Route element={<MasterAdminProtectedRoute />}>
+          <Route element={<MasterAdminLayout />}>
+            <Route path="/master-admin/dashboard" element={<MasterAdminDashboard />} />
+            <Route path="/master-admin/admin-requests" element={<PendingAdminRequests />} />
+            <Route path="/master-admin/companies" element={<AllCompanies />} />
+            <Route path="/master-admin/all-admins" element={<AllAdmins />} />
+            <Route path="/master-admin/bug-reports" element={<MasterBugReports />} />
           </Route>
+        </Route>
 
-          {/* Protected */}
-          <Route element={<ProtectedRoute />}>
-            <Route path="/*" element={<AppLayout />} />
-          </Route>
-        </Routes>
-      </Suspense>
+        {/* Protected */}
+        <Route element={<ProtectedRoute />}>
+          <Route path="/*" element={<AppLayout />} />
+        </Route>
+      </Routes>
     </BrowserRouter>
   );
 }

Frontend/src/admin/components/AdminSidebar.jsx

@@ -10,8 +10,7 @@ import {
     LogOut,
     Activity,
     ChevronLeft,
-    ChevronRight,
-    Clock
+    ChevronRight
 } from 'lucide-react';
 import useAuthStore from '../../store/authStore';
 
@@ -22,7 +21,6 @@ const AdminSidebar = ({ isMobile, onClose, isCollapsed, onToggleCollapse }) => {
         { label: 'Users', path: '/admin/users', icon: Users },
         { label: 'Analytics', path: '/admin/analytics', icon: BarChart3 },
         { label: 'Profile', path: '/admin/profile', icon: UserCircle },
-        { label: 'SLA Monitor', path: '/admin/sla', icon: Clock },
     ];
 
     const { logout } = useAuthStore();

Frontend/src/admin/components/SLABadge.jsx

@@ -1,12 +1,12 @@
 import React, { useState, useEffect } from 'react';
 import { Clock, AlertTriangle, ShieldCheck } from 'lucide-react';
 
-// SLA time limits in milliseconds based on priority
+// SLA resolution limits in milliseconds based on priority.
 const SLA_LIMITS = {
-    critical: 2 * 60 * 60 * 1000,   // 2 hours
-    high: 4 * 60 * 60 * 1000,   // 4 hours
-    medium: 8 * 60 * 60 * 1000,   // 8 hours
-    low: 24 * 60 * 60 * 1000,  // 24 hours
+    critical: 4 * 60 * 60 * 1000,
+    high: 12 * 60 * 60 * 1000,
+    medium: 24 * 60 * 60 * 1000,
+    low: 72 * 60 * 60 * 1000,
 };
 
 function formatDuration(ms) {
@@ -19,36 +19,47 @@ function formatDuration(ms) {
 }
 
 /**
- * SLABadge — shows SLA status for a ticket based on its priority and creation time.
+ * SLABadge — shows SLA status for a ticket.
  * 
  * Props:
  *  - priority: string ('critical' | 'high' | 'medium' | 'low')
  *  - createdAt: string (ISO date string)
+ *  - slaBreachAt: string (ISO date string) — preferred persisted deadline
+ *  - slaStatus: string ('ACTIVE' | 'WARNING' | 'BREACHED')
  *  - status: string — if ticket is resolved/closed, show "Met" without countdown
  *  - compact: bool — if true, shows just the badge with no label text
  */
-export default function SLABadge({ priority, createdAt, status, compact = false }) {
+export default function SLABadge({ priority, createdAt, slaBreachAt, slaStatus, status, compact = false }) {
     const [remaining, setRemaining] = useState(null);
 
-    const isResolved = ['resolved', 'closed', 'auto-resolved'].includes(status?.toLowerCase());
+    const normalizedStatus = status?.toLowerCase();
+    const normalizedSlaStatus = slaStatus?.toUpperCase();
+    const isResolved = ['resolved', 'closed', 'auto-resolved', 'auto resolved'].includes(normalizedStatus);
 
     useEffect(() => {
-        if (isResolved || !priority || !createdAt) return;
+        if (isResolved) return;
+        if (normalizedSlaStatus === 'BREACHED') {
+            setRemaining(-1);
+            return;
+        }
 
-        const priorityKey = priority.toLowerCase();
+        const priorityKey = priority?.toLowerCase?.() || 'medium';
         const limit = SLA_LIMITS[priorityKey] || SLA_LIMITS.medium;
-        const createdMs = new Date(createdAt).getTime();
+        const deadlineMs = slaBreachAt
+            ? new Date(slaBreachAt).getTime()
+            : new Date(createdAt).getTime() + limit;
+
+        if (!Number.isFinite(deadlineMs)) return;
 
         const calculate = () => {
-            const elapsed = Date.now() - createdMs;
-            const rem = limit - elapsed;
+            const rem = deadlineMs - Date.now();
             setRemaining(rem);
         };
 
         calculate();
         const timer = setInterval(calculate, 60 * 1000); // update every minute
         return () => clearInterval(timer);
-    }, [priority, createdAt, isResolved]);
+    }, [priority, createdAt, slaBreachAt, normalizedSlaStatus, isResolved]);
 
     if (isResolved) {
         return (

Frontend/src/admin/components/TicketTable.jsx

@@ -73,9 +73,6 @@ const TicketTable = ({ tickets = [], isLoading = false, limit = null }) => {
                             ? ticket.assigned_team
                             : (teamMap[effectiveCategory] || ticket.assigned_team || 'L1 Helpdesk');
                         const statusSt = getStatusStyle(ticket.status);
-                        const translationMeta = ticket?.metadata?.translation;
-                        const isTranslated = Boolean(translationMeta?.translated);
-                        const sourceLanguageName = translationMeta?.source_language_name || translationMeta?.source_language || 'Unknown';
 
                         // Truncated subject
                         const subject = ticket.subject || ticket.summary || 'Untitled ticket';
@@ -132,16 +129,9 @@ const TicketTable = ({ tickets = [], isLoading = false, limit = null }) => {
                                             <span style={{ fontSize: '13px', fontWeight: 500, color: '#111827', overflow: 'hidden', textOverflow: 'ellipsis', whiteSpace: 'nowrap' }}>
                                                 {truncSubject}
                                             </span>
-                                            <div style={{ display: 'flex', alignItems: 'center', gap: '8px' }}>
-                                                <span style={{ fontSize: '11px', color: '#6b7280' }}>
-                                                    {effectiveCategory || 'General'}
-                                                </span>
-                                                {isTranslated && (
-                                                    <span style={{ fontSize: '10px', color: '#0369a1' }}>
-                                                        Translated from {sourceLanguageName}
-                                                    </span>
-                                                )}
-                                            </div>
+                                            <span style={{ fontSize: '11px', color: '#6b7280' }}>
+                                                {effectiveCategory || 'General'}
+                                            </span>
                                         </div>
                                     </div>
                                 </td>

Frontend/src/admin/pages/AdminDashboard.jsx

@@ -1,13 +1,12 @@
 import React, { useMemo } from 'react';
 import { useNavigate } from 'react-router-dom';
-import { Activity, AlertTriangle, Clock, ShieldCheck, Wifi, WifiOff } from 'lucide-react';
+import { Activity, AlertTriangle, Clock, ShieldCheck } from 'lucide-react';
 
 import useAuthStore from "../../store/authStore";
-import useTicketStore from "../../store/ticketStore";
-import useWebSocket from "../../hooks/useWebSocket";
 import { supabase } from "../../lib/supabaseClient";
 import StatCard from "../components/StatCard";
 import TicketTable from "../components/TicketTable";
+import { formatTimelineDate } from "../../utils/dateUtils";
 
 // Inline SVG icon components
 const TicketIcon = () => (
@@ -104,31 +103,10 @@ function formatSlaCountdown(deadlineMs, nowMs) {
 const AdminDashboard = () => {
     const navigate = useNavigate();
     const { profile } = useAuthStore();
+    const [tickets, setTickets] = React.useState([]);
     const [isLoading, setIsLoading] = React.useState(true);
     const [nowMs, setNowMs] = React.useState(() => Date.now());
 
-    // WebSocket connection for real-time ticket updates
-    const { isConnected: wsConnected, lastMessage } = useWebSocket(profile?.company);
-
-    // Read tickets from the Zustand store (populated below and updated by WS)
-    const tickets = useTicketStore((s) => s.tickets);
-    const handleWsMessage = useTicketStore((s) => s.handleWsMessage);
-    const setWsConnected = useTicketStore((s) => s.setWsConnected);
-    const upsertTicket = useTicketStore((s) => s.upsertTicket);
-
-    // Sync WebSocket connection status to store
-    React.useEffect(() => {
-        setWsConnected(wsConnected);
-    }, [wsConnected, setWsConnected]);
-
-    // Route incoming WebSocket messages into the ticket store
-    React.useEffect(() => {
-        if (lastMessage) {
-            handleWsMessage(lastMessage);
-        }
-    }, [lastMessage, handleWsMessage]);
-
-    // Initial fetch — populate store from Supabase on mount
     React.useEffect(() => {
         if (profile) {
             const fetchStats = async () => {
@@ -148,22 +126,19 @@ const AdminDashboard = () => {
                         console.warn("Retrying dashboard fetch without relation...", error);
                         const { data: basicData, error: basicError } = await supabase.from('tickets').select('*').eq('company', profile?.company).order('created_at', { ascending: false });
                         if (basicError) throw basicError;
-                        // Bulk-load into store (avoid duplicates)
-                        for (const t of basicData || []) {
-                            upsertTicket(t);
-                        }
+                        setTickets(basicData || []);
                     } else {
-                        for (const t of data || []) {
-                            upsertTicket(t);
-                        }
+                        setTickets(data || []);
                     }
                 } catch (err) { console.error("Dashboard fetch error:", err); }
                 finally { setIsLoading(false); }
             };
 
             fetchStats();
+            const interval = setInterval(fetchStats, 30000);
+            return () => clearInterval(interval);
         }
-    }, [profile, upsertTicket]);
+    }, [profile]);
 
     React.useEffect(() => {
         const timer = setInterval(() => setNowMs(Date.now()), 60 * 1000);
@@ -219,17 +194,13 @@ const AdminDashboard = () => {
                         Dashboard
                     </h1>
                     <p style={{ color: '#6b7280', fontSize: '13px', marginTop: '4px', display: 'flex', alignItems: 'center', gap: '8px', fontWeight: 500 }}>
-                        {wsConnected ? (
-                            <Wifi size={14} color="#22c55e" />
-                        ) : (
-                            <WifiOff size={14} color="#f97316" />
-                        )}
-                        {wsConnected ? 'WebSocket connected' : 'Reconnecting...'}
+                        <span style={{ width: 6, height: 6, borderRadius: '50%', background: '#22c55e', display: 'inline-block' }}></span>
+                        Real-time updates active
                     </p>
                 </div>
-                <div style={{ display: 'flex', alignItems: 'center', gap: '8px', padding: '6px 16px', background: wsConnected ? '#F0FDF4' : '#FFF7ED', border: wsConnected ? '1.5px solid #BBF7D0' : '1.5px solid #FED7AA', borderRadius: '100px' }}>
-                    <span style={{ width: 6, height: 6, borderRadius: '50%', background: wsConnected ? '#22c55e' : '#f97316', display: 'inline-block', animation: 'pulse-dot 2s infinite' }}></span>
-                    <span style={{ fontSize: '11px', fontWeight: 700, color: wsConnected ? '#15803d' : '#c2410c', letterSpacing: '0.08em', textTransform: 'uppercase' }}>{wsConnected ? 'Live' : 'Reconnecting'}</span>
+                <div style={{ display: 'flex', alignItems: 'center', gap: '8px', padding: '6px 16px', background: '#F0FDF4', border: '1.5px solid #BBF7D0', borderRadius: '100px' }}>
+                    <span style={{ width: 6, height: 6, borderRadius: '50%', background: '#22c55e', display: 'inline-block', animation: 'pulse-dot 2s infinite' }}></span>
+                    <span style={{ fontSize: '11px', fontWeight: 700, color: '#15803d', letterSpacing: '0.08em', textTransform: 'uppercase' }}>System Active</span>
                 </div>
             </div>
 
@@ -306,9 +277,9 @@ const AdminDashboard = () => {
                             <svg width="16" height="16" viewBox="0 0 24 24" fill="none" stroke="#16a34a" strokeWidth="2"><circle cx="12" cy="12" r="3"/><path d="M12 1v4M12 19v4M4.22 4.22l2.83 2.83M16.95 16.95l2.83 2.83M1 12h4M19 12h4M4.22 19.78l2.83-2.83M16.95 7.05l2.83-2.83"/></svg>
                             AI Status
                         </h2>
-                        <div style={{ display: 'flex', alignItems: 'center', gap: '6px', background: wsConnected ? '#F0FDF4' : '#FFF7ED', border: wsConnected ? '1px solid #BBF7D0' : '1px solid #FED7AA', borderRadius: '100px', padding: '3px 10px' }}>
-                            <span style={{ width: 5, height: 5, borderRadius: '50%', background: wsConnected ? '#22c55e' : '#f97316', display: 'inline-block', animation: 'pulse-dot 2s infinite' }}></span>
-                            <span style={{ fontSize: '10px', fontWeight: 700, color: wsConnected ? '#15803d' : '#c2410c' }}>{wsConnected ? 'WS CONNECTED' : 'RECONNECTING'}</span>
+                        <div style={{ display: 'flex', alignItems: 'center', gap: '6px', background: '#F0FDF4', border: '1px solid #BBF7D0', borderRadius: '100px', padding: '3px 10px' }}>
+                            <span style={{ width: 5, height: 5, borderRadius: '50%', background: '#22c55e', display: 'inline-block', animation: 'pulse-dot 2s infinite' }}></span>
+                            <span style={{ fontSize: '10px', fontWeight: 700, color: '#15803d' }}>LIVE SYNC</span>
                         </div>
                     </div>
                     <div style={{ background: '#fff', borderRadius: '20px', border: '1px solid #f0fdf4', padding: '24px' }}>
@@ -333,9 +304,9 @@ const AdminDashboard = () => {
                             <div className="pt-4 mt-4 border-t border-gray-100 flex flex-col items-center gap-2">
                                 <p style={{ fontSize: '10px', color: '#9ca3af', letterSpacing: '0.14em', fontWeight: 600, textTransform: 'uppercase' }}>All systems operating normally</p>
                                 <div style={{ display: 'flex', alignItems: 'center', gap: '6px', padding: '4px 10px', background: '#f8faf9', borderRadius: '100px', border: '1px solid #e5e7eb' }}>
-                                    {wsConnected ? <Activity size={10} color="#22c55e" /> : <Activity size={10} color="#f97316" />}
-                                    <span style={{ fontSize: '9px', fontWeight: 600, color: wsConnected ? '#16a34a' : '#9ca3af', textTransform: 'uppercase', letterSpacing: '0.1em' }}>
-                                        {wsConnected ? 'Live via WebSocket' : 'Reconnecting via WebSocket...'}
+                                    <Activity size={10} color="#9ca3af" />
+                                    <span style={{ fontSize: '9px', fontWeight: 600, color: '#9ca3af', textTransform: 'uppercase', letterSpacing: '0.1em' }}>
+                                        Last Synced: {formatTimelineDate(new Date())}
                                     </span>
                                 </div>
                             </div>

Frontend/src/admin/pages/AdminSettings.jsx

@@ -1,4 +1,4 @@
-import React, { useCallback, useEffect, useMemo, useState } from 'react';
+import React from 'react';
 import {
     Settings,
     Cpu,
@@ -8,14 +8,6 @@ import {
     ShieldCheck
 } from 'lucide-react';
 import useAdminStore from '../store/adminStore';
-import useAuthStore from '../../store/authStore';
-import { supabase } from '../../lib/supabaseClient';
-import {
-    DEFAULT_ADMIN_SETTINGS,
-    resolveCompanyId,
-    settingsFromSystemSettingsRow,
-    settingsToSystemSettingsRow
-} from '../../utils/adminSettingsPersistence';
 import { Card, CardContent } from "../../components/ui/card";
 import { Select } from "../../components/ui/select";
 
@@ -25,97 +17,12 @@ import { Select } from "../../components/ui/select";
  */
 const AdminSettings = () => {
     const { settings, updateSettings } = useAdminStore();
-    const { user, profile } = useAuthStore();
-    const [isLoadingSettings, setIsLoadingSettings] = useState(false);
-    const [isSavingSettings, setIsSavingSettings] = useState(false);
-    const [statusMessage, setStatusMessage] = useState('');
-    const [hasUnsavedChanges, setHasUnsavedChanges] = useState(false);
-
-    const companyId = useMemo(() => resolveCompanyId(profile, user), [profile, user]);
-
-    useEffect(() => {
-        let isMounted = true;
-
-        const loadCompanySettings = async () => {
-            if (!companyId) {
-                setStatusMessage('Company profile is required before settings can be synced.');
-                return;
-            }
-
-            setIsLoadingSettings(true);
-            setStatusMessage('');
-
-            const { data, error } = await supabase
-                .from('system_settings')
-                .select('ai_confidence_threshold, duplicate_sensitivity, enable_auto_resolve, auto_close_days, email_notifications, admin_alerts')
-                .eq('company_id', companyId)
-                .maybeSingle();
-
-            if (!isMounted) return;
-
-            if (error) {
-                setStatusMessage(`Unable to load saved settings: ${error.message}`);
-            } else if (data) {
-                updateSettings(settingsFromSystemSettingsRow(data, DEFAULT_ADMIN_SETTINGS));
-                setHasUnsavedChanges(false);
-                setStatusMessage('Saved company settings loaded.');
-            }
-
-            setIsLoadingSettings(false);
-        };
-
-        loadCompanySettings();
-
-        return () => {
-            isMounted = false;
-        };
-    }, [companyId, updateSettings]);
-
-    const saveCompanySettings = useCallback(async (nextSettings, { silent = false } = {}) => {
-        if (!companyId) {
-            setStatusMessage('Company profile is required before settings can be saved.');
-            return;
-        }
-
-        setIsSavingSettings(true);
-        if (!silent) {
-            setStatusMessage('');
-        }
-
-        const { error } = await supabase
-            .from('system_settings')
-            .upsert(settingsToSystemSettingsRow(nextSettings, companyId), { onConflict: 'company_id' });
-
-        if (error) {
-            setStatusMessage(`Unable to save settings: ${error.message}`);
-        } else {
-            setHasUnsavedChanges(false);
-            setStatusMessage('Settings saved for this company.');
-        }
-
-        setIsSavingSettings(false);
-    }, [companyId]);
 
+    // Handlers
     const handleChange = (key, value) => {
         updateSettings({ [key]: value });
-        setHasUnsavedChanges(true);
-        setStatusMessage('Saving changes...');
     };
 
-    const handleSaveSettings = useCallback(() => {
-        saveCompanySettings(settings);
-    }, [saveCompanySettings, settings]);
-
-    useEffect(() => {
-        if (!hasUnsavedChanges || isLoadingSettings || isSavingSettings) return undefined;
-
-        const saveTimer = window.setTimeout(() => {
-            saveCompanySettings(settings, { silent: true });
-        }, 800);
-
-        return () => window.clearTimeout(saveTimer);
-    }, [hasUnsavedChanges, isLoadingSettings, isSavingSettings, saveCompanySettings, settings]);
-
     return (
         <div className="max-w-4xl mx-auto py-6 space-y-10 pb-20 animate-in fade-in duration-700">
             {/* 1. Header Area */}
@@ -128,22 +35,6 @@ const AdminSettings = () => {
                         <ShieldCheck size={14} className="text-emerald-500" /> Administrator Account
                     </p>
                 </div>
-                <div className="flex flex-col items-start md:items-end gap-2">
-                    <button
-                        type="button"
-                        onClick={handleSaveSettings}
-                        disabled={!companyId || isLoadingSettings || isSavingSettings || !hasUnsavedChanges}
-                        className="inline-flex items-center gap-2 rounded-xl bg-slate-900 px-5 py-3 text-xs font-black uppercase tracking-widest text-white shadow-xl shadow-slate-200 transition-all hover:bg-indigo-600 disabled:cursor-not-allowed disabled:bg-slate-300 disabled:shadow-none"
-                    >
-                        <Save size={16} />
-                        {isSavingSettings ? 'Saving...' : 'Save Now'}
-                    </button>
-                    {statusMessage && (
-                        <p className="max-w-xs text-left md:text-right text-[10px] font-bold uppercase tracking-widest text-slate-400">
-                            {statusMessage}
-                        </p>
-                    )}
-                </div>
             </div>
 
             <div className="space-y-8">

Frontend/src/admin/pages/AdminTicketDetail.jsx

@@ -16,7 +16,6 @@ import { formatTicketId } from "../../utils/format";
 import SLABadge from "../components/SLABadge";
 import { formatFullTimestamp } from "../../utils/dateUtils";
 import TicketTimeline from "../../user/components/TicketTimeline";
-import TicketAuditTimeline from "../components/TicketAuditTimeline";
 
 const AdminTicketDetail = () => {
     const { ticket_id } = useParams();
@@ -35,7 +34,6 @@ const AdminTicketDetail = () => {
     const [imageUrl, setImageUrl] = useState(null);
     const [isUpdating, setIsUpdating] = useState(null);
     const [isLive, setIsLive] = useState(false);
-    const [showOriginalText, setShowOriginalText] = useState(false);
 
     const [correctionForm, setCorrectionForm] = useState({
         category: '',
@@ -199,11 +197,6 @@ const AdminTicketDetail = () => {
     const displayPriority = ticket.priority || 'Medium';
     const displaySummary = ticket.summary || ticket.subject || 'No Summary';
     const displayText = ticket.description || ticket.text || displaySummary;
-    const translationMeta = ticket.metadata?.translation;
-    const originalTextMeta = ticket.metadata?.original_text;
-    const isTranslated = Boolean(translationMeta?.translated && originalTextMeta?.description);
-    const sourceLanguageName = translationMeta?.source_language_name || translationMeta?.source_language || 'Unknown';
-    const renderedText = showOriginalText && isTranslated ? originalTextMeta.description : displayText;
 
     return (
         <div style={{ background: '#f8faf9', minHeight: '100vh', paddingBottom: '80px' }} className="-m-6 p-6 md:-m-10 md:p-10 space-y-6 animate-in fade-in duration-700">
@@ -380,22 +373,8 @@ const AdminTicketDetail = () => {
                             <span style={{ fontSize: '10px', color: '#9ca3af', fontWeight: 600, textTransform: 'uppercase' }}>{formatFullTimestamp(ticket.created_at)}</span>
                         </div>
                         <div style={{ padding: '28px' }}>
-                            {isTranslated && (
-                                <div style={{ marginBottom: '16px', border: '1px solid #bae6fd', background: '#f0f9ff', borderRadius: '12px', padding: '10px 12px', display: 'flex', alignItems: 'center', justifyContent: 'space-between', gap: '8px' }}>
-                                    <span style={{ fontSize: '12px', fontWeight: 600, color: '#0c4a6e' }}>
-                                        Translated from {sourceLanguageName}
-                                    </span>
-                                    <button
-                                        type="button"
-                                        onClick={() => setShowOriginalText(prev => !prev)}
-                                        style={{ fontSize: '11px', fontWeight: 700, color: '#0369a1', background: 'transparent', border: 'none', cursor: 'pointer' }}
-                                    >
-                                        {showOriginalText ? 'View English' : 'View Original'}
-                                    </button>
-                                </div>
-                            )}
                             <div style={{ background: 'linear-gradient(135deg, #0f1f12, #1a3320)', color: '#ffffff', borderRadius: '16px', padding: '24px 28px', fontSize: '15px', fontStyle: 'italic', lineHeight: 1.7 }}>
-                                "{renderedText}"
+                                "{displayText}"
                             </div>
 
                             {imageUrl && (
@@ -424,8 +403,6 @@ const AdminTicketDetail = () => {
                         </div>
                         <TicketTimeline ticket={ticket} />
                     </div>
-
-                    <TicketAuditTimeline ticketId={ticket.id} companyId={ticket.company_id} />
                 </div>
 
                 {/* AI Column */}

Frontend/src/admin/pages/AdminTickets.jsx

@@ -1,9 +1,8 @@
-import React, { useCallback, useState, useMemo, useEffect } from 'react';
+import React, { useState, useMemo, useEffect } from 'react';
 import { useNavigate, useLocation } from 'react-router-dom';
 import useAuthStore from "../../store/authStore";
 import useToastStore from "../../store/toastStore";
 import { supabase } from "../../lib/supabaseClient";
-import useTicketsRealtime from "../../hooks/useTicketsRealtime";
 import {
     Search,
     Filter,
@@ -30,7 +29,7 @@ import { formatTimelineDate } from "../../utils/dateUtils";
 const AdminTickets = () => {
     const navigate = useNavigate();
     const location = useLocation();
-    const { user, profile } = useAuthStore();
+    const { user } = useAuthStore();
     const { showToast } = useToastStore();
 
     // Data State
@@ -47,27 +46,6 @@ const AdminTickets = () => {
     const [teamFilter, setTeamFilter] = useState('All');
     const [agents, setAgents] = useState([]); // All staff/admins in the company
 
-    const ticketMatchesFilters = useCallback((ticket) => {
-        if (statusFilter !== 'All' && String(ticket.status || '').toLowerCase() !== statusFilter.toLowerCase()) return false;
-        if (categoryFilter !== 'All' && ticket.category !== categoryFilter) return false;
-        if (priorityFilter !== 'All' && String(ticket.priority || '').toLowerCase() !== priorityFilter.toLowerCase()) return false;
-        if (teamFilter !== 'All' && ticket.assigned_team !== teamFilter) return false;
-        return true;
-    }, [categoryFilter, priorityFilter, statusFilter, teamFilter]);
-
-    const handleRealtimeInsert = useCallback((ticket) => {
-        showToast(`New Incident Reported: #${formatTicketId(ticket.id)}`, "success");
-    }, [showToast]);
-
-    const { lastChangedTicketId } = useTicketsRealtime({
-        company: profile?.company,
-        enabled: Boolean(profile),
-        onTicketsChange: setTickets,
-        onInsert: handleRealtimeInsert,
-        shouldInclude: ticketMatchesFilters,
-        channelName: 'admin_tickets_realtime',
-    });
-
     const fetchInitialData = async () => {
         setLoading(true);
         try {
@@ -135,6 +113,38 @@ const AdminTickets = () => {
 
     useEffect(() => {
         fetchInitialData();
+
+        // 4. Real-time subscription to ticket changes
+        const { profile } = useAuthStore.getState();
+        const channel = supabase
+            .channel('admin_tickets_realtime')
+            .on(
+                'postgres_changes',
+                {
+                    event: '*',
+                    schema: 'public',
+                    table: 'tickets',
+                    filter: profile?.company ? `company=eq.${profile.company}` : undefined
+                },
+                (payload) => {
+                    console.log("Admin tickets sync event:", payload.eventType, payload.new);
+                    if (payload.eventType === 'INSERT') {
+                        setTickets(prev => [payload.new, ...prev]);
+                        showToast(`New Incident Reported: #${payload.new.id}`, "success");
+                        // Play a subtle sound or visual cue if needed
+                    } else if (payload.eventType === 'UPDATE') {
+                        setTickets(prev => prev.map(t => t.id === payload.new.id ? { ...t, ...payload.new } : t));
+                    } else if (payload.eventType === 'DELETE') {
+                        setTickets(prev => prev.filter(t => t.id === payload.old.id));
+                    }
+                }
+            )
+            .subscribe();
+
+        return () => {
+            supabase.removeChannel(channel);
+        };
+     
     }, [statusFilter, categoryFilter, priorityFilter, teamFilter]);
 
     // Seed search from URL
@@ -295,11 +305,8 @@ const AdminTickets = () => {
                             </tr>
                         </thead>
                         <tbody className="divide-y divide-slate-50">
-                            {filteredTickets.map((ticket) => {
-                                const wasLiveChanged = String(lastChangedTicketId) === String(ticket.id);
-
-                                return (
-                                <tr key={ticket.id} className={`hover:bg-slate-50/50 transition-colors group ${wasLiveChanged ? 'bg-emerald-50/70 ring-1 ring-emerald-100' : ''} ${isUpdating === ticket.id ? 'opacity-50 pointer-events-none' : ''}`}>
+                            {filteredTickets.map((ticket) => (
+                                <tr key={ticket.id} className={`hover:bg-slate-50/50 transition-colors group ${isUpdating === ticket.id ? 'opacity-50 pointer-events-none' : ''}`}>
                                     {/* Ticket ID */}
                                     <td className="px-6 py-6">
                                         <span className="font-mono text-xs font-black text-emerald-600">#{formatTicketId(ticket.id)}</span>
@@ -352,11 +359,6 @@ const AdminTickets = () => {
                                                 {ticket.category} 
                                                 <span className="text-[9px] font-medium text-slate-300">• {formatTimelineDate(ticket.created_at)}</span>
                                             </span>
-                                            {ticket?.metadata?.translation?.translated && (
-                                                <span className="text-[10px] text-sky-700 mt-1">
-                                                    Translated from {ticket.metadata.translation.source_language_name || ticket.metadata.translation.source_language || 'Unknown'}
-                                                </span>
-                                            )}
                                         </div>
                                     </td>
 
@@ -472,8 +474,7 @@ const AdminTickets = () => {
                                         </div>
                                     </td>
                                 </tr>
-                                );
-                            })}
+                            ))}
                         </tbody>
                     </table>
                 </div>

Frontend/src/components/shared/BugReportWidget.jsx

@@ -23,6 +23,7 @@ function useDiagnostics() {
         const browserInfo = navigator.userAgent;
         const screenInfo = `${window.innerWidth}x${window.innerHeight}`;
 
+         
         setDiagnostics(prev => ({
             ...prev,
             url: window.location.href,
@@ -30,6 +31,16 @@ function useDiagnostics() {
             screen: screenInfo
         }));
 
+        // Intercept console.error
+        const originalConsoleError = console.error;
+        console.error = function (...args) {
+            setDiagnostics(prev => ({
+                ...prev,
+                consoleErrors: [...prev.consoleErrors, args.join(' ')].slice(-10) // keep last 10
+            }));
+            originalConsoleError.apply(console, args);
+        };
+
         // Global Error Listener
         const handleError = (e) => {
             setDiagnostics(prev => ({
@@ -40,6 +51,7 @@ function useDiagnostics() {
         window.addEventListener('error', handleError);
 
         return () => {
+            console.error = originalConsoleError;
             window.removeEventListener('error', handleError);
         };
     }, []);

Frontend/src/config.js

@@ -13,6 +13,5 @@ const getBackendUrl = () => {
 export const API_CONFIG = {
     BACKEND_URL: getBackendUrl(),
     FRONTEND_URL: window.location.origin,
-    IS_PROD: import.meta.env.PROD,
-    USE_MOCK: import.meta.env.VITE_USE_MOCK !== 'false'  // default true
+    IS_PROD: import.meta.env.PROD
 };

Frontend/src/legacy_ui/Dashboard.jsx

@@ -63,7 +63,7 @@ const Dashboard = () => {
       }
     };
     fetchTickets();
-
+  // eslint-disable-next-line react-hooks/exhaustive-deps
   }, []);
 
   // Detect newly inserted or updated tickets for highlight animation
@@ -84,7 +84,7 @@ const Dashboard = () => {
     });
 
     prevTicketsRef.current = tickets;
-
+  // eslint-disable-next-line react-hooks/exhaustive-deps
   }, [tickets]);
 
   // Summary Counts

Frontend/src/pages/AdminSignup.jsx

@@ -10,7 +10,6 @@ import {
 } from "lucide-react";
 import useAuthStore from "../store/authStore";
 import { Select } from "../components/ui/select";
-import { getPasswordValidation, getPasswordValidationMessage } from "../utils/passwordValidation";
 
 /**
  * AdminSignup — Premium Multi-step Company Registration
@@ -45,14 +44,6 @@ function AdminSignup() {
 
     const navigate = useNavigate();
     const { signup, loading, user, profile } = useAuthStore();
-    const passwordRules = {
-        minLength: 8,
-        requireUppercase: true,
-        requireNumber: true,
-        requireSpecial: true,
-    };
-    const passwordChecks = getPasswordValidation(formData.password, passwordRules);
-    const passwordWarning = getPasswordValidationMessage(passwordChecks, passwordRules);
 
     // Redirect if already logged in and verified
     useEffect(() => {
@@ -89,8 +80,8 @@ function AdminSignup() {
                 setError("Please fill in all required personal information.");
                 return;
             }
-            if (passwordWarning) {
-                setError(passwordWarning);
+            if (formData.password.length < 8) {
+                setError("Password must be at least 8 characters long.");
                 return;
             }
             if (formData.password !== formData.confirmPassword) {
@@ -431,7 +422,7 @@ function AdminSignup() {
                                             </div>
                                             {/* Strength Meter */}
                                             {formData.password && (
-                                                <div className="mt-2 space-y-2">
+                                                <div className="mt-2 space-y-1">
                                                     <div className="flex justify-between items-center text-[10px] font-bold uppercase tracking-widest text-gray-400">
                                                         <span>Strength: {getStrengthText()}</span>
                                                         <span>{passwordStrength}%</span>
@@ -443,12 +434,6 @@ function AdminSignup() {
                                                             animate={{ width: `${passwordStrength}%` }}
                                                         />
                                                     </div>
-                                                    <div
-                                                        aria-live="polite"
-                                                        className={`text-[11px] font-semibold ${passwordWarning ? "text-red-600" : "text-emerald-700"}`}
-                                                    >
-                                                        {passwordWarning || "Password requirements met."}
-                                                    </div>
                                                 </div>
                                             )}
                                         </div>

Frontend/src/pages/LandingPage.jsx

@@ -1,4 +1,4 @@
-import React, { useRef, useEffect, useState, useMemo } from 'react';
+import React, { useRef, useEffect, useState } from 'react';
  
 import { motion, AnimatePresence } from 'framer-motion';
 import { useNavigate } from 'react-router-dom';
@@ -14,12 +14,6 @@ import {
 import useAuthStore from '../store/authStore';
 import TeamSection from '../components/landing/TeamSection';
 
-const CTA_TRANSITION = 'transition-all duration-200 ease-out transform-gpu will-change-transform';
-const CTA_SCALE = 'hover:scale-105 active:scale-[0.98]';
-const CTA_PRIMARY_GLOW = 'shadow-lg shadow-emerald-900/20 hover:shadow-emerald-900/35';
-const CTA_ICON_SHIFT = 'transition-transform duration-200 group-hover:translate-x-1';
-const CTA_PLAY_SHIFT = 'transition-transform duration-200 group-hover:translate-x-0.5';
-
 // ---- Count-up animation component ----
 function AnimatedStat({ target, suffix = '', prefix = '', label, isWord = false }) {
     const [display, setDisplay] = useState(isWord ? target : '0');
@@ -130,9 +124,9 @@ function DemoModal({ onClose }) {
                     <div className="flex gap-3 w-full md:w-auto">
                         <button
                             onClick={() => { onClose(); window.location.href = '/admin-signup'; }}
-                            className={`group flex-1 md:px-8 bg-emerald-600 hover:bg-emerald-500 text-white py-3 rounded-xl font-black italic uppercase tracking-wider ${CTA_TRANSITION} ${CTA_SCALE} ${CTA_PRIMARY_GLOW} flex items-center justify-center gap-2`}
+                            className="flex-1 md:px-8 bg-emerald-600 hover:bg-emerald-500 text-white py-3 rounded-xl font-black italic uppercase tracking-wider transition-all flex items-center justify-center gap-2 shadow-lg shadow-emerald-500/20"
                         >
-                            Start Free <ArrowRight className={`w-4 h-4 ml-1 ${CTA_ICON_SHIFT}`} />
+                            Start Free <ArrowRight className="w-4 h-4 ml-1" />
                         </button>
                     </div>
                 </div>
@@ -151,7 +145,7 @@ export default function LandingPage() {
     const [activeStep, setActiveStep] = useState(0);
     const [isRedirecting, setIsRedirecting] = useState(false);
 
-    const steps = useMemo(() => [
+    const steps = [
         {
             num: '01',
             title: 'Messy User Input',
@@ -214,7 +208,7 @@ export default function LandingPage() {
                 </div>
             )
         }
-    ], []);
+    ];
 
     useEffect(() => {
         if (!loading && user && profile) {
@@ -231,7 +225,7 @@ export default function LandingPage() {
             period: '/mo',
             desc: 'Perfect for small teams exploring AI helpdesk.',
             cta: 'Get Started Free',
-            ctaStyle: `border border-gray-200 text-gray-700 hover:border-emerald-900 hover:text-emerald-800 group ${CTA_TRANSITION} ${CTA_SCALE}`,
+            ctaStyle: 'border border-gray-200 text-gray-700 hover:border-emerald-900 hover:text-emerald-800',
             features: ['Up to 50 tickets/mo', 'Basic AI Categorization', 'Email Support', '1 Team Member', 'Public API Access'],
             popular: false,
         },
@@ -241,7 +235,7 @@ export default function LandingPage() {
             period: '/mo',
             desc: 'For growing IT teams needing full automation.',
             cta: 'Start Free Trial',
-            ctaStyle: `bg-emerald-900 text-white hover:bg-emerald-800 group ${CTA_TRANSITION} ${CTA_SCALE} ${CTA_PRIMARY_GLOW}`,
+            ctaStyle: 'bg-emerald-900 text-white hover:bg-emerald-800 shadow-lg shadow-emerald-900/20',
             features: ['Up to 500 tickets/mo', 'Advanced AI Parsing', 'Priority Detection Engine', 'Duplicate Detection', '5 Team Members', 'Priority Email Support'],
             popular: true,
         },
@@ -251,7 +245,7 @@ export default function LandingPage() {
             period: '',
             desc: 'For large organizations with complex IT landscapes.',
             cta: 'Contact Sales',
-            ctaStyle: `border border-gray-200 text-gray-700 hover:border-emerald-900 hover:text-emerald-800 group ${CTA_TRANSITION} ${CTA_SCALE}`,
+            ctaStyle: 'border border-gray-200 text-gray-700 hover:border-emerald-900 hover:text-emerald-800',
             features: ['Unlimited tickets', 'Custom AI Fine-Tuning', 'SSO & Audit Logs', 'Dedicated SLA Manager', 'Unlimited Members', 'VAPT & Compliance Reports'],
             popular: false,
         },
@@ -322,13 +316,13 @@ export default function LandingPage() {
                             </button>
                             <button
                                 onClick={() => setShowDemo(true)}
-                                className={`group text-sm font-semibold text-emerald-800 border border-emerald-200 px-4 py-2 rounded-lg hover:bg-emerald-50 ${CTA_TRANSITION} ${CTA_SCALE} flex items-center gap-1.5`}
+                                className="text-sm font-semibold text-emerald-800 border border-emerald-200 px-4 py-2 rounded-lg hover:bg-emerald-50 transition-all flex items-center gap-1.5"
                             >
-                                <Play className={`w-3.5 h-3.5 fill-emerald-700 ${CTA_PLAY_SHIFT}`} /> Watch Demo
+                                <Play className="w-3.5 h-3.5 fill-emerald-700" /> Watch Demo
                             </button>
                             <button
                                 onClick={() => navigate('/admin-signup')}
-                                className={`group bg-emerald-900 hover:bg-emerald-800 text-white px-5 py-2.5 rounded-lg text-sm font-semibold ${CTA_TRANSITION} ${CTA_SCALE} ${CTA_PRIMARY_GLOW}`}
+                                className="bg-emerald-900 hover:bg-emerald-800 text-white px-5 py-2.5 rounded-lg text-sm font-semibold transition-all shadow-lg shadow-emerald-900/20"
                             >
                                 Get Started Free
                             </button>
@@ -351,13 +345,13 @@ export default function LandingPage() {
                             <a href="#how-it-works" onClick={() => setIsMenuOpen(false)} className="block text-base font-semibold text-gray-700 hover:text-emerald-800 py-2">How It Works</a>
                             <a href="#pricing" onClick={() => setIsMenuOpen(false)} className="block text-base font-semibold text-gray-700 hover:text-emerald-800 py-2">Pricing</a>
                             <div className="pt-4 flex flex-col gap-3 border-t border-gray-100">
-                                <button onClick={() => { setIsMenuOpen(false); setShowDemo(true); }} className={`group w-full text-center py-2.5 text-emerald-800 font-semibold border border-emerald-200 rounded-lg flex items-center justify-center gap-2 ${CTA_TRANSITION} ${CTA_SCALE}`}>
-                                    <Play className={`w-4 h-4 fill-emerald-700 ${CTA_PLAY_SHIFT}`} /> Watch Demo
+                                <button onClick={() => { setIsMenuOpen(false); setShowDemo(true); }} className="w-full text-center py-2.5 text-emerald-800 font-semibold border border-emerald-200 rounded-lg flex items-center justify-center gap-2">
+                                    <Play className="w-4 h-4 fill-emerald-700" /> Watch Demo
                                 </button>
                                 <button onClick={() => navigate('/login')} className="w-full text-center py-2.5 text-gray-700 font-semibold border border-gray-100 rounded-lg">
                                     Sign In
                                 </button>
-                                <button onClick={() => navigate('/admin-signup')} className={`group w-full bg-emerald-900 text-white py-3 rounded-lg font-semibold ${CTA_TRANSITION} ${CTA_SCALE} ${CTA_PRIMARY_GLOW}`}>
+                                <button onClick={() => navigate('/admin-signup')} className="w-full bg-emerald-900 text-white py-3 rounded-lg font-semibold shadow">
                                     Get Started Free
                                 </button>
                             </div>
@@ -388,15 +382,15 @@ export default function LandingPage() {
                     <div className="flex flex-col sm:flex-row items-center justify-center gap-4 mb-6">
                         <button
                             onClick={() => navigate('/admin-signup')}
-                            className={`group w-full sm:w-auto px-8 py-4 bg-emerald-900 text-white rounded-xl font-bold ${CTA_PRIMARY_GLOW} hover:bg-emerald-800 ${CTA_TRANSITION} ${CTA_SCALE} flex items-center justify-center gap-2 text-base`}
+                            className="w-full sm:w-auto px-8 py-4 bg-emerald-900 text-white rounded-xl font-bold shadow-xl shadow-emerald-900/25 hover:bg-emerald-800 hover:scale-[1.02] active:scale-[0.98] transition-all flex items-center justify-center gap-2 text-base"
                         >
-                            Get Started Free <ArrowRight className={`w-5 h-5 ${CTA_ICON_SHIFT}`} />
+                            Get Started Free <ArrowRight className="w-5 h-5" />
                         </button>
                         <button
                             onClick={() => setShowDemo(true)}
-                            className={`group w-full sm:w-auto px-8 py-4 bg-white text-gray-700 border border-gray-200 rounded-xl font-semibold hover:border-emerald-500 hover:text-emerald-700 ${CTA_TRANSITION} ${CTA_SCALE} flex items-center justify-center gap-2 text-base`}
+                            className="w-full sm:w-auto px-8 py-4 bg-white text-gray-700 border border-gray-200 rounded-xl font-semibold hover:border-emerald-500 hover:text-emerald-700 transition-all flex items-center justify-center gap-2 text-base"
                         >
-                            <Play className={`w-4 h-4 fill-gray-500 ${CTA_PLAY_SHIFT}`} /> Watch a Demo
+                            <Play className="w-4 h-4 fill-gray-500" /> Watch a Demo
                         </button>
                     </div>
 
@@ -433,7 +427,7 @@ export default function LandingPage() {
                                         <div className="mb-4">
                                             <h3 className="text-sm font-bold text-gray-800 mb-1">Subject: Wifi down again in Lab 3??</h3>
                                             <p className="text-sm text-gray-600 leading-relaxed">
-                                                Hey support, the wifi in <span className="bg-yellow-200 dark:bg-yellow-500/30 dark:text-yellow-200 text-yellow-900 px-1 rounded font-medium">downstairs lab 3</span> is acting up again.
+                                                Hey support, the wifi in <span className="bg-yellow-100 px-1 rounded">downstairs lab 3</span> is acting up again.
                                                 Can't connect at all. Class starts in 20 mins, need this fixed ASAP!<br /><br />
                                                 Thanks,<br />Sarah
                                             </p>
@@ -664,7 +658,7 @@ export default function LandingPage() {
                             <div className="inline-flex items-center gap-2 px-3 py-1 bg-emerald-500/10 text-emerald-400 rounded-full text-[10px] md:text-xs font-bold uppercase tracking-widest border border-emerald-500/20 mb-4 md:mb-6">
                                 The Journey
                             </div>
-                            <h2 className="text-3xl sm:text-4xl md:text-6xl font-extrabold text-white tracking-tight leading-[0.95] mb-8 md:mb-12">
+                            <h2 className="text-3xl sm:text-4xl md:text-6xl font-black text-white tracking-tight leading-[0.9] mb-8 md:mb-12 italic uppercase">
                                 From Chaos <br />
                                 to <span className="text-emerald-500">Clarity.</span>
                             </h2>
@@ -675,25 +669,28 @@ export default function LandingPage() {
                                         key={idx}
                                         onMouseEnter={() => setActiveStep(idx)}
                                         onClick={() => setActiveStep(idx)}
-                                        className={`group cursor-pointer p-6 rounded-3xl transition-all duration-300 border ${activeStep === idx
+                                        className={`group cursor-pointer p-6 rounded-3xl transition-all duration-500 border ${activeStep === idx
                                             ? 'bg-white/10 border-white/20 shadow-2xl shadow-black/20'
                                             : 'bg-transparent border-transparent hover:bg-white/5 opacity-40 hover:opacity-100'
                                             }`}
                                     >
                                         <div className="flex items-start gap-4 md:gap-6">
-                                            <div className={`shrink-0 w-10 md:w-12 h-10 md:h-12 rounded-xl md:rounded-2xl flex items-center justify-center font-bold text-lg md:text-xl transition-all duration-300 ${activeStep === idx ? 'bg-emerald-500 text-white shadow-lg shadow-emerald-500/20 scale-105' : 'bg-white/10 text-white/40'}`}>
+                                            <div className={`shrink-0 w-10 md:w-12 h-10 md:h-12 rounded-xl md:rounded-2xl flex items-center justify-center font-black text-lg md:text-xl italic transition-all duration-500 ${activeStep === idx ? 'bg-emerald-500 text-white shadow-lg shadow-emerald-500/20 rotate-12 scale-110' : 'bg-white/10 text-white/40'}`}>
                                                 {step.num}
                                             </div>
                                             <div>
-                                                <h3 className={`text-xl font-semibold tracking-tight transition-colors duration-300 ${activeStep === idx ? 'text-white' : 'text-white/60'}`}>
+                                                <h3 className={`text-xl font-black italic uppercase transition-colors duration-500 ${activeStep === idx ? 'text-white' : 'text-white/60'}`}>
                                                     {step.title}
                                                 </h3>
-                                                <p
-                                                    aria-hidden={activeStep !== idx}
-                                                    className={`text-white/60 text-sm mt-3 leading-relaxed max-w-sm overflow-hidden transition-all duration-300 ${activeStep === idx ? 'opacity-100 max-h-24' : 'opacity-0 max-h-0'}`}
-                                                >
-                                                    {step.desc}
-                                                </p>
+                                                {activeStep === idx && (
+                                                    <motion.p
+                                                        initial={{ opacity: 0, height: 0 }}
+                                                        animate={{ opacity: 1, height: 'auto' }}
+                                                        className="text-white/60 text-sm mt-3 leading-relaxed max-w-sm"
+                                                    >
+                                                        {step.desc}
+                                                    </motion.p>
+                                                )}
                                             </div>
                                         </div>
                                     </div>
@@ -704,14 +701,14 @@ export default function LandingPage() {
                         {/* Right: Visual Display */}
                         <div className="w-full md:w-1/2 h-[350px] md:h-[500px] relative">
                             <div className="absolute inset-0 bg-gradient-to-br from-emerald-500/10 to-transparent rounded-[32px] md:rounded-[40px] border border-white/5 backdrop-blur-3xl overflow-hidden p-6 md:p-12 flex items-center justify-center">
-                                <AnimatePresence mode="sync">
+                                <AnimatePresence mode="wait">
                                     <motion.div
                                         key={activeStep}
-                                        initial={{ opacity: 0, scale: 0.98, y: 10 }}
+                                        initial={{ opacity: 0, scale: 0.9, y: 20 }}
                                         animate={{ opacity: 1, scale: 1, y: 0 }}
-                                        exit={{ opacity: 0, scale: 1.01, y: -8 }}
-                                        transition={{ duration: 0.28, ease: 'easeOut' }}
-                                        className="w-full h-full flex flex-col items-center justify-center will-change-transform"
+                                        exit={{ opacity: 0, scale: 1.1, y: -20 }}
+                                        transition={{ type: 'spring', damping: 20, stiffness: 100 }}
+                                        className="w-full h-full flex flex-col items-center justify-center"
                                     >
                                         <div className="mb-6 inline-flex items-center gap-2 px-4 py-1.5 bg-white/5 text-white/50 rounded-full text-[10px] font-black uppercase tracking-[0.2em]">
                                             <div className={`w-1.5 h-1.5 rounded-full bg-emerald-400 animate-pulse`} />
@@ -775,7 +772,7 @@ export default function LandingPage() {
                                 <button
                                     onClick={() => handlePricingClick(name)}
                                     disabled={isRedirecting && name === 'Growth'}
-                                    className={`w-full flex items-center justify-center gap-2 py-3 rounded-xl font-semibold mb-8 text-sm ${ctaStyle} ${isRedirecting && name === 'Growth' ? 'opacity-80 cursor-not-allowed' : ''}`}
+                                    className={`w-full flex items-center justify-center gap-2 py-3 rounded-xl font-semibold transition-all mb-8 text-sm ${ctaStyle} ${isRedirecting && name === 'Growth' ? 'opacity-80 cursor-not-allowed' : ''}`}
                                 >
                                     {isRedirecting && name === 'Growth' ? (
                                         <>
@@ -818,15 +815,15 @@ export default function LandingPage() {
                     <div className="flex flex-col sm:flex-row items-center justify-center gap-4">
                         <button
                             onClick={() => navigate('/admin-signup')}
-                            className={`group w-full sm:w-auto px-8 py-4 bg-white text-emerald-900 font-bold rounded-xl hover:bg-green-50 ${CTA_TRANSITION} ${CTA_SCALE} shadow-xl`}
+                            className="w-full sm:w-auto px-8 py-4 bg-white text-emerald-900 font-bold rounded-xl hover:bg-green-50 transition-all shadow-xl"
                         >
                             Get Started Free
                         </button>
                         <button
                             onClick={() => setShowDemo(true)}
-                            className={`group w-full sm:w-auto px-8 py-4 border border-white/30 text-white font-semibold rounded-xl hover:bg-white/10 ${CTA_TRANSITION} ${CTA_SCALE} flex items-center justify-center gap-2`}
+                            className="w-full sm:w-auto px-8 py-4 border border-white/30 text-white font-semibold rounded-xl hover:bg-white/10 transition-all flex items-center justify-center gap-2"
                         >
-                            <Play className={`w-4 h-4 fill-white ${CTA_PLAY_SHIFT}`} /> Watch Demo
+                            <Play className="w-4 h-4 fill-white" /> Watch Demo
                         </button>
                     </div>
                     <div className="mt-8">

Frontend/src/pages/Signup.jsx

@@ -3,7 +3,6 @@ import { useNavigate, Link } from "react-router-dom";
 import useAuthStore from "../store/authStore";
 import { supabase } from "../lib/supabaseClient";
 import { Eye, EyeOff, BrainCircuit, ArrowRight, Loader2, CheckCircle2, ChevronDown, Search, Building2, ArrowLeft } from "lucide-react";
-import { getPasswordValidation, getPasswordValidationMessage } from "../utils/passwordValidation";
 
 function Signup() {
   const [email, setEmail] = useState("");
@@ -28,10 +27,6 @@ function Signup() {
   const dropdownRef = useRef(null);
   const navigate = useNavigate();
   const { signup, user, profile } = useAuthStore();
-  const passwordRules = { minLength: 6 };
-  const passwordChecks = getPasswordValidation(password, passwordRules);
-  const passwordWarning = getPasswordValidationMessage(passwordChecks, passwordRules);
-  const confirmPasswordWarning = confirmPassword && password !== confirmPassword ? "Passwords do not match." : "";
 
   // Fetch and subscribe to companies
   useEffect(() => {
@@ -118,13 +113,13 @@ function Signup() {
       return;
     }
 
-    if (passwordWarning) {
-      setError(passwordWarning);
+    if (password.length < 6) {
+      setError("Password must be at least 6 characters long.");
       return;
     }
 
-    if (confirmPasswordWarning) {
-      setError(confirmPasswordWarning);
+    if (password !== confirmPassword) {
+      setError("Passwords do not match.");
       return;
     }
 
@@ -326,11 +321,6 @@ function Signup() {
                     {showPassword ? <EyeOff className="w-4 h-4" /> : <Eye className="w-4 h-4" />}
                   </button>
                 </div>
-                {password && (
-                  <p aria-live="polite" className={`mt-2 text-[11px] font-semibold ${passwordWarning ? "text-red-600" : "text-emerald-700"}`}>
-                    {passwordWarning || "Password looks good."}
-                  </p>
-                )}
               </div>
               <div className="relative">
                 <label className="block mb-2" style={labelStyle}>Confirm</label>
@@ -341,11 +331,6 @@ function Signup() {
                     {showConfirmPassword ? <EyeOff className="w-4 h-4" /> : <Eye className="w-4 h-4" />}
                   </button>
                 </div>
-                {confirmPasswordWarning && (
-                  <p aria-live="polite" className="mt-2 text-[11px] font-semibold text-red-600">
-                    {confirmPasswordWarning}
-                  </p>
-                )}
               </div>
             </div>
 

Frontend/src/services/aiAssistant.js

@@ -1,4 +1,5 @@
-import { supabase } from "../lib/supabaseClient";
+import { GoogleGenerativeAI } from "@google/generative-ai";
+import { API_CONFIG } from "../config";
 
 // ============================================================
 // MULTI-API FAILOVER CONFIGURATION
@@ -7,30 +8,45 @@ import { supabase } from "../lib/supabaseClient";
 // ============================================================
 
 const buildConfigList = () => {
+    const env = import.meta.env;
     const configs = [];
 
     // Priority 1: Native Gemini — try modern flash models
-    configs.push(
-        { provider: 'gemini', model: 'gemini-2.5-flash' },
-        { provider: 'gemini', model: 'gemini-2.5-flash-lite' },
-        { provider: 'gemini', model: 'gemini-2.0-flash' }
-    );
+    const geminiKeys = [
+        env.VITE_GEMINI_API_KEY_1, env.VITE_GEMINI_API_KEY_2,
+        env.VITE_GEMINI_API_KEY_3, env.VITE_GEMINI_API_KEY_4
+    ].filter(Boolean);
+    // Try each key with gemini-2.5-flash first (most robust, active free tier), then gemini-2.5-flash-lite
+    geminiKeys.forEach(key => {
+        configs.push({ provider: 'gemini', key, model: 'gemini-2.5-flash' });
+        configs.push({ provider: 'gemini', key, model: 'gemini-2.5-flash-lite' });
+        configs.push({ provider: 'gemini', key, model: 'gemini-2.0-flash' });
+    });
 
     // Priority 2: OpenRouter — updated model slugs (verified working as of 2025)
+    const openrouterKeys = [
+        env.VITE_OPENROUTER_API_KEY_1, env.VITE_OPENROUTER_API_KEY_2,
+        env.VITE_OPENROUTER_API_KEY_3, env.VITE_OPENROUTER_API_KEY_4,
+    ].filter(Boolean);
     const openrouterModels = [
         'meta-llama/llama-3.2-3b-instruct:free',
         'microsoft/phi-3-mini-128k-instruct:free',
         'mistralai/mistral-7b-instruct:free',
         'google/gemma-2-9b-it:free',
     ];
-    openrouterModels.forEach((model) => {
-        configs.push({ provider: 'openrouter', model });
+    openrouterKeys.forEach((key, idx) => {
+        // Each key tries two models for extra redundancy
+        configs.push({ provider: 'openrouter', key, model: openrouterModels[idx % openrouterModels.length] });
+        configs.push({ provider: 'openrouter', key, model: openrouterModels[(idx + 1) % openrouterModels.length] });
     });
 
     // Priority 3: Groq — use stable, currently-available models
+    const groqKeys = [
+        env.VITE_GROQ_API_KEY_1, env.VITE_GROQ_API_KEY_2, env.VITE_GROQ_API_KEY_3
+    ].filter(Boolean);
     const groqModels = ['llama-3.1-8b-instant', 'mixtral-8x7b-32768', 'gemma2-9b-it'];
-    groqModels.forEach((model) => {
-        configs.push({ provider: 'groq', model });
+    groqKeys.forEach((key, idx) => {
+        configs.push({ provider: 'groq', key, model: groqModels[idx % groqModels.length] });
     });
 
     return configs;
@@ -41,8 +57,11 @@ const buildConfigList = () => {
 // PROVIDER HANDLERS
 // ============================================================
 
-const buildGeminiMessages = (promptText, history, image) => {
-    const formattedHistory = history.map(msg => {
+const callGemini = async (config, promptText, history, image) => {
+    const genAI = new GoogleGenerativeAI(config.key);
+    const model = genAI.getGenerativeModel({ model: config.model });
+
+    let formattedHistory = history.map(msg => {
         const parts = [{ text: msg.text || "" }];
         if (msg.image) {
             const [mime, data] = msg.image.split(';base64,');
@@ -51,110 +70,72 @@ const buildGeminiMessages = (promptText, history, image) => {
         return { role: msg.role === 'bot' ? 'model' : 'user', parts };
     });
 
+    // Gemini requires history to start with 'user' role
+    const firstUserIdx = formattedHistory.findIndex(h => h.role === 'user');
+    if (firstUserIdx > 0) formattedHistory = formattedHistory.slice(firstUserIdx);
+    else if (firstUserIdx === -1) formattedHistory = [];
+
+    const chat = model.startChat({ history: formattedHistory, generationConfig: { maxOutputTokens: 2048 } });
+
     const messageParts = [{ text: promptText }];
     if (image) {
         const [mime, data] = image.split(';base64,');
         messageParts.push({ inlineData: { mimeType: mime.split(':')[1] || 'image/png', data } });
     }
 
-    return formattedHistory.length > 0
-        ? [...formattedHistory, { role: 'user', parts: messageParts }]
-        : [{ role: 'user', parts: messageParts }];
+    const result = await chat.sendMessage(messageParts);
+    return result.response.text();
 };
 
-const buildOpenAICompatMessages = (promptText, history, image) => {
-    const messages = history.map(msg => {
-        const content = msg.image
-            ? [
-                { type: 'text', text: msg.text || '' },
-                { type: 'image_url', image_url: { url: msg.image } }
-            ]
-            : msg.text || '';
-
-        return {
-            role: msg.role === 'bot' ? 'assistant' : 'user',
-            content,
-        };
-    });
+const callOpenAICompat = async (config, promptText, history, image, baseUrl, extraHeaders = {}) => {
+    const messages = history.map(msg => ({
+        role: msg.role === 'bot' ? 'assistant' : 'user',
+        content: msg.text || ""
+    }));
 
     const userContent = image
         ? [{ type: "text", text: promptText }, { type: "image_url", image_url: { url: image } }]
         : promptText;
 
     messages.push({ role: "user", content: userContent });
-    return messages;
-};
-
-const extractResponseText = (data) => {
-    if (typeof data === 'string') return data;
-    if (!data || typeof data !== 'object') return '';
-
-    const openAiContent = data.choices?.[0]?.message?.content;
-    if (typeof openAiContent === 'string') return openAiContent;
-    if (Array.isArray(openAiContent)) {
-        return openAiContent
-            .map(part => part?.text || part?.content || '')
-            .filter(Boolean)
-            .join('');
-    }
-
-    const geminiParts = data.candidates?.[0]?.content?.parts;
-    if (Array.isArray(geminiParts)) {
-        return geminiParts
-            .map(part => part?.text || '')
-            .filter(Boolean)
-            .join('');
-    }
 
-    if (typeof data.candidates?.[0]?.content === 'string') {
-        return data.candidates[0].content;
-    }
-
-    if (typeof data.text === 'string') return data.text;
-
-    return '';
-};
-
-const callProxy = async (config, promptText, history, image) => {
-    const body = config.provider === 'gemini'
-        ? {
-            provider: config.provider,
-            model: config.model,
-            messages: buildGeminiMessages(promptText, history, image),
-        }
-        : {
-            provider: config.provider,
-            model: config.model,
-            messages: buildOpenAICompatMessages(promptText, history, config.provider === 'groq' ? null : image),
-        };
-
-    const { data, error } = await supabase.functions.invoke('ai-proxy', { body });
-
-    if (error) {
-        const invokeError = new Error(error.message || 'AI proxy request failed');
-        invokeError.status = error.status || error?.context?.status;
-        throw invokeError;
-    }
+    const response = await fetch(`${baseUrl}/chat/completions`, {
+        method: 'POST',
+        headers: { 'Content-Type': 'application/json', 'Authorization': `Bearer ${config.key}`, ...extraHeaders },
+        body: JSON.stringify({ model: config.model, messages, max_tokens: 2048 })
+    });
 
-    const responseText = extractResponseText(data);
-    if (!responseText) {
-        throw new Error(`No response received from ${config.provider}`);
+    if (!response.ok) {
+        const err = new Error(`HTTP ${response.status}`);
+        err.status = response.status;
+        throw err;
     }
-
-    return responseText;
+    const data = await response.json();
+    return data.choices?.[0]?.message?.content || "No response received.";
 };
 
 // Core failover runner — shared by both exported functions
 const runWithFailover = async (promptText, history, image) => {
     const configList = buildConfigList();
-    if (configList.length === 0) throw new Error("No AI providers configured");
+    if (configList.length === 0) throw new Error("No AI API keys configured in .env");
 
     for (let i = 0; i < configList.length; i++) {
         const config = configList[i];
         console.log(`[AI Failover] Trying ${i + 1}/${configList.length}: ${config.provider} (${config.model})`);
 
         try {
-            return await callProxy(config, promptText, history, image);
+            if (config.provider === 'gemini') {
+                return await callGemini(config, promptText, history, image);
+            } else if (config.provider === 'openrouter') {
+                return await callOpenAICompat(config, promptText, history, image,
+                    'https://openrouter.ai/api/v1',
+                    { 'HTTP-Referer': API_CONFIG.FRONTEND_URL, 'X-Title': 'AI Helpdesk' }
+                );
+            } else if (config.provider === 'groq') {
+                return await callOpenAICompat(config, promptText, history, null, // Groq = text only
+                    'https://api.groq.com/openai/v1'
+                );
+            }
         } catch (error) {
             const isRateLimit = error.status === 429
                 || error.message?.includes('429')

Frontend/src/services/api.js

@@ -2,7 +2,7 @@ import axios from 'axios';
 import { MOCK_TICKETS } from './mockData';
 import { API_CONFIG } from '../config';
 
-const USE_MOCK = API_CONFIG.USE_MOCK;
+const USE_MOCK = true;
 const API_BASE_URL = API_CONFIG.BACKEND_URL;
 
 const delay = (ms) => new Promise((resolve) => setTimeout(resolve, ms));
@@ -38,69 +38,38 @@ const setStorage = (key, data) => {
   }
 };
 
-// Shared mock logic for createTicket
-const createTicketMock = (ticketData) => {
-  const tickets = getStorage('tickets', MOCK_TICKETS);
-  const newTicket = {
-    ticket_id: "TCKT-" + Math.floor(Math.random() * 10000),
-    status: 'Open',
-    createdAt: new Date().toISOString(),
-    ...ticketData,
-    messages: [
-      {
-        sender: 'user',
-        message: ticketData.description || ticketData.summary || '',
-        timestamp: new Date().toISOString()
-      }
-    ]
-  };
-  tickets.unshift(newTicket); // Add to beginning
-  setStorage('tickets', tickets);
-  return { data: newTicket };
-};
-
 export const api = {
   // Login and Signup have been fully migrated to Supabase via authStore.js
   // Ensure that no component tries to use api.login or api.signup anymore.
 
+
   getTickets: async () => {
     if (USE_MOCK) {
       await delay(500);
       return getStorage('tickets', MOCK_TICKETS);
     }
-    try {
-      const response = await axios.get(`${API_BASE_URL}/tickets`);
-      const data = response?.data;
-
-      // Normalize to the mock shape: an array of tickets
-      if (Array.isArray(data)) return data;
-      if (data && Array.isArray(data.data)) return data.data;
-      if (data && Array.isArray(data.tickets)) return data.tickets;
-
-      return data;
-    } catch (error) {
-      console.error("Backend unavailable, falling back to mock:", error);
-      await delay(500);
-      return getStorage('tickets', MOCK_TICKETS);
-    }
   },
 
   createTicket: async (ticketData) => {
     if (USE_MOCK) {
       await delay(800);
-      return createTicketMock(ticketData);
-    }
-    try {
-      const response = await axios.post(`${API_BASE_URL}/tickets/save`, ticketData);
-      const created = response?.data;
-
-      // Normalize to mock shape: { data: <createdTicket> }
-      if (created && created.data) return created;
-      return { data: created };
-    } catch (error) {
-      console.error("Backend unavailable, falling back to mock:", error);
-      await delay(800);
-      return createTicketMock(ticketData);
+      const tickets = getStorage('tickets', MOCK_TICKETS);
+      const newTicket = {
+        ticket_id: "TCKT-" + Math.floor(Math.random() * 10000),
+        status: 'Open',
+        createdAt: new Date().toISOString(),
+        ...ticketData,
+        messages: [
+          {
+            sender: 'user',
+            message: ticketData.description || ticketData.summary || '',
+            timestamp: new Date().toISOString()
+          }
+        ]
+      };
+      tickets.unshift(newTicket); // Add to beginning
+      setStorage('tickets', tickets);
+      return { data: newTicket };
     }
   },
 

Frontend/src/store/authStore.js

@@ -1,55 +1,10 @@
 import { create } from 'zustand';
 import { persist } from 'zustand/middleware';
 import { supabase } from '../lib/supabaseClient';
-import { API_CONFIG } from '../config';
 import useTicketStore from './ticketStore';
 
-const BACKEND_URL = API_CONFIG.BACKEND_URL;
-
-const verifyServerCookieSession = async () => {
-    try {
-        const res = await fetch(`${BACKEND_URL}/auth/me`, {
-            method: 'GET',
-            credentials: 'include',
-            headers: { Accept: 'application/json' },
-        });
-        if (!res.ok) return null;
-        const body = await res.json();
-        return body?.user || null;
-    } catch (e) {
-        console.warn('Server cookie session check failed:', e?.message || e);
-        return null;
-    }
-};
-
-const mirrorBackendAuth = async (path, payload) => {
-    try {
-        await fetch(`${BACKEND_URL}${path}`, {
-            method: 'POST',
-            credentials: 'include',
-            headers: { 'Content-Type': 'application/json' },
-            body: JSON.stringify(payload),
-        });
-    } catch (e) {
-        console.warn(`Backend auth ${path} failed:`, e?.message || e);
-    }
-};
-
 let currentUserPromise = null;
 
-const getProfileCache = (profile) => {
-    if (!profile?.id) return null;
-
-    return {
-        id: profile.id,
-        email: profile.email,
-        full_name: profile.full_name,
-        company: profile.company,
-        company_id: profile.company_id,
-        profile_picture: profile.profile_picture,
-    };
-};
-
 const useAuthStore = create(
     persist(
         (set, get) => ({
@@ -66,25 +21,38 @@ const useAuthStore = create(
                 if (!user) return null;
 
                 const metadata = user.user_metadata || {};
-                set({ profile: null });
-
-                // Always resolve authorization fields from the database. Local storage and
-                // user_metadata are client-controlled surfaces and must not grant roles.
-                const dbProfile = await get()._syncProfile(user.id);
-                if (dbProfile) {
-                    return dbProfile;
+                const currentProfile = get().profile;
+
+                // 1. Resolve FROM METADATA or PERSISTED state
+                // Priority 1: If we have a persisted session for THIS user and it's active, keep it 
+                // to prevent temporary lobbies during refresh/tab switching.
+                if (currentProfile && currentProfile.id === user.id && currentProfile.status === 'active') {
+                    console.log("Active profile retained from state.");
+                    // Background fetch to ensure session is still valid/synced
+                    get()._syncProfile(user.id);
+                    return currentProfile;
                 }
 
+                // Priority 2: Use Auth Metadata (Instant fallback)
+                const isMasterAdmin = user.email === 'masteradmin@helpdesk.ai';
+
                 const instantProfile = {
                     id: user.id,
                     email: user.email,
-                    full_name: metadata.full_name || 'User',
-                    role: 'user',
-                    status: 'pending_email_verification',
+                    full_name: isMasterAdmin ? 'Master Admin' : (metadata.full_name || 'User'),
+                    role: isMasterAdmin ? 'master_admin' : (metadata.role || 'user'),
+                    status: isMasterAdmin ? 'active' : 'pending_email_verification',
                     company: metadata.company || ''
                 };
 
-                console.log("Falling back to non-authoritative profile:", instantProfile.role);
+                // 2. Sync with Database First before setting a fallback
+                // This prevents flashes of 'pending_email_verification' when returning from magic links
+                const dbProfile = await get()._syncProfile(user.id);
+                if (dbProfile) {
+                    return dbProfile;
+                }
+
+                console.log("Falling back to instant profile resolved from metadata:", instantProfile.role);
                 set({ profile: instantProfile });
                 return instantProfile;
             },
@@ -121,19 +89,13 @@ const useAuthStore = create(
                 currentUserPromise = (async () => {
                     try {
                         set({ isCheckingSession: true });
-                        const cookieUser = await verifyServerCookieSession();
-                        if (cookieUser) {
-                            set({ user: cookieUser });
-                            await get().getProfile(cookieUser);
-                            return cookieUser;
-                        }
-
                         const { data: { user }, error } = await supabase.auth.getUser();
                         if (error) throw error;
 
                         if (user) {
                             set({ user });
-                            await get().getProfile(user);
+                            // Don't 'await' here because we want 'loading: false' ASAP
+                            get().getProfile(user);
                         } else {
                             set({ user: null, profile: null });
                         }
@@ -155,8 +117,6 @@ const useAuthStore = create(
                 set({ loading: true });
                 console.log("Attempting login for:", email);
                 try {
-                    await mirrorBackendAuth('/auth/login', { email, password });
-
                     const { data, error } = await supabase.auth.signInWithPassword({
                         email,
                         password,
@@ -245,14 +205,6 @@ const useAuthStore = create(
                 console.log("Starting signup for:", email);
 
                 try {
-                    await mirrorBackendAuth('/auth/signup', {
-                        email,
-                        password,
-                        full_name: fullName,
-                        role,
-                        company,
-                    });
-
                     // 1. Auth Signup with Metadata
                     console.log("Step 1: Auth.signUp...");
                     const { data, error } = await supabase.auth.signUp({
@@ -293,15 +245,6 @@ const useAuthStore = create(
             logout: async () => {
                 set({ loading: true });
                 try {
-                    try {
-                        await fetch(`${BACKEND_URL}/auth/logout`, {
-                            method: 'POST',
-                            credentials: 'include',
-                        });
-                    } catch (e) {
-                        console.warn('Backend cookie logout failed:', e?.message || e);
-                    }
-
                     const { error } = await supabase.auth.signOut();
                     if (error) throw error;
                     set({ user: null, profile: null });
@@ -350,8 +293,8 @@ const useAuthStore = create(
                 supabase.auth.onAuthStateChange(async (event, session) => {
                     console.log("Auth state change:", event);
                     if (session?.user) {
-                        set({ user: session.user, loading: true, isCheckingSession: true });
-                        await get().getProfile(session.user);
+                        set({ user: session.user });
+                        get().getProfile(session.user);
                     } else {
                         set({ user: null, profile: null });
                     }
@@ -362,8 +305,9 @@ const useAuthStore = create(
         {
             name: 'auth-storage',
             partialize: (state) => ({
-                // Cache display-only profile fields. Role/status must come from the DB.
-                profile: getProfileCache(state.profile)
+                // We keep profile persisted for quick UI transitions, 
+                // but session is handled by Supabase cookie/localStorage
+                profile: state.profile
             }),
         }
     )

Frontend/src/store/ticketStore.js

@@ -3,19 +3,14 @@ import { persist } from 'zustand/middleware';
 
 const useTicketStore = create(
     persist(
-        (set, get) => ({
+        (set) => ({
             aiTicket: null,
             activeTicket: null,
             autoResolvedTickets: [], // For analytics
             tickets: [], // Global queue for admins
             notifications: [], // User notifications
-            wsConnected: false, // WebSocket connection status
-
             setAITicket: (data) => set({ aiTicket: data }),
             setActiveTicket: (ticket) => set({ activeTicket: ticket }),
-
-            setWsConnected: (connected) => set({ wsConnected: connected }),
-
             addAutoResolvedTicket: (record) => set((state) => ({
                 autoResolvedTickets: [...state.autoResolvedTickets, record]
             })),
@@ -35,68 +30,27 @@ const useTicketStore = create(
                     tickets: [...state.tickets, ticket]
                 };
             }),
-            upsertTicket: (ticket) => set((state) => {
-                const ticketId = ticket?.id ?? ticket?.ticket_id;
-                if (!ticketId) return state;
+            updateTicket: (ticketId, updates) => set((state) => {
+// eslint-disable-next-line no-unused-vars
+                const existingTicket = state.tickets.find(t => t.ticket_id === ticketId);
+                const updatedTickets = state.tickets.map(t => t.ticket_id === ticketId ? { ...t, ...updates } : t);
+                const shouldUpdateActive = state.activeTicket?.ticket_id === ticketId;
+
+
 
-                const exists = state.tickets.some(t => (t.id ?? t.ticket_id) === ticketId);
-                const tickets = exists
-                    ? state.tickets.map(t => (t.id ?? t.ticket_id) === ticketId ? { ...t, ...ticket } : t)
-                    : [ticket, ...state.tickets];
-                const shouldUpdateActive = (state.activeTicket?.id ?? state.activeTicket?.ticket_id) === ticketId;
 
-                return {
-                    tickets,
-                    activeTicket: shouldUpdateActive ? { ...state.activeTicket, ...ticket } : state.activeTicket
-                };
-            }),
-            removeTicket: (ticketId) => set((state) => ({
-                tickets: state.tickets.filter(t => (t.id ?? t.ticket_id) !== ticketId),
-                activeTicket: (state.activeTicket?.id ?? state.activeTicket?.ticket_id) === ticketId
-                    ? null
-                    : state.activeTicket
-            })),
-            updateTicket: (ticketId, updates) => set((state) => {
-                const existingTicket = state.tickets.find(t => (t.id ?? t.ticket_id) === ticketId);
-                if (!existingTicket) return state;
-                const updatedTickets = state.tickets.map(t => (t.id ?? t.ticket_id) === ticketId ? { ...t, ...updates } : t);
-                const shouldUpdateActive = (state.activeTicket?.id ?? state.activeTicket?.ticket_id) === ticketId;
                 return {
                     tickets: updatedTickets,
                     activeTicket: shouldUpdateActive ? { ...state.activeTicket, ...updates } : state.activeTicket
                 };
             }),
 
-            /**
-             * Route an incoming WebSocket message to the correct store action.
-             *
-             * Call this from the component that owns the WebSocket connection
-             * (e.g. AdminDashboard) whenever a message arrives.
-             */
-            handleWsMessage: (msg) => {
-                if (!msg || !msg.type) return;
-
-                const { type, event, ticket, ticket_id } = msg;
-
-                switch (type) {
-                    case "ticket_update": {
-                        if (!ticket) break;
-                        if (event === "created") {
-                            // Avoid duplicates — use upsert
-                            get().upsertTicket(ticket);
-                        } else if (event === "updated") {
-                            get().upsertTicket(ticket);
-                        } else if (event === "deleted") {
-                            get().removeTicket(ticket_id);
-                        }
-                        break;
-                    }
-                    default:
-                        // Ignore unknown message types (e.g. heartbeat)
-                        break;
-                }
-            },
-
+            removeTicket: (ticketId) => set((state) => ({
+    tickets: state.tickets.filter(t => t.ticket_id !== ticketId),
+    activeTicket: state.activeTicket?.ticket_id === ticketId
+        ? null
+        : state.activeTicket
+})),
             appendMessage: (ticketId, message) => set((state) => {
                 const updatedTickets = state.tickets.map(t =>
                     t.ticket_id === ticketId

Frontend/src/user/components/RecentTickets.jsx

@@ -150,11 +150,6 @@ const RecentTickets = () => {
                                             <p style={{ fontSize: '14px', fontWeight: 500, color: '#111827', margin: 0, overflow: 'hidden', textOverflow: 'ellipsis', whiteSpace: 'nowrap', maxWidth: '320px' }}>
                                                 {ticket.summary || ticket.subject || ticket.description || "No description provided"}
                                             </p>
-                                            {ticket?.metadata?.translation?.translated && (
-                                                <p style={{ fontSize: '11px', color: '#0369a1', margin: '4px 0 0' }}>
-                                                    Translated from {ticket.metadata.translation.source_language_name || ticket.metadata.translation.source_language || 'Unknown'}
-                                                </p>
-                                            )}
                                         </td>
                                         <td style={{ padding: '16px 28px' }}>
                                             {getStatusBadge(ticket.status)}

Frontend/src/user/pages/AutoResolveChat.jsx

@@ -19,7 +19,6 @@ const AutoResolveChat = () => {
     const { aiTicket } = useTicketStore();
     const navigate = useNavigate();
     const [messages, setMessages] = useState([]);
-    const [steps, setSteps] = useState([]);
     const [isThinking, setIsThinking] = useState(false);
     const [isFinal, setIsFinal] = useState(false);
     const [inputText, setInputText] = useState('');
@@ -78,7 +77,7 @@ const AutoResolveChat = () => {
                 }
 
                 if (newSteps.length >= 2) {
-                    setSteps(newSteps);
+                    // Steps parsed successfully; welcome message sent below
                 } else {
                     const sentences = response
                         .replace(/\*\*/g, '')
@@ -88,12 +87,7 @@ const AutoResolveChat = () => {
                         .slice(0, 4);
 
                     if (sentences.length >= 2) {
-                        const sentenceSteps = sentences.map((s, i) => ({
-                            id: i + 1,
-                            task: s,
-                            completed: false
-                        }));
-                        setSteps(sentenceSteps);
+                        // Plan parsed but not rendered; welcome message sent below
                     } else {
                         throw new Error("Could not parse steps from AI response.");
                     }
@@ -203,12 +197,6 @@ const AutoResolveChat = () => {
         else recognition.start();
     };
 
-    const toggleStep = (stepId) => {
-        setSteps(prev => prev.map(step =>
-            step.id === stepId ? { ...step, completed: !step.completed } : step
-        ));
-    };
-
     if (!aiTicket) return null;
 
     return (
@@ -261,48 +249,6 @@ const AutoResolveChat = () => {
                         </div>
                     </div>
 
-                    {/* Troubleshooting Steps */}
-                    {steps.length > 0 && (
-                        <div className="px-10 py-6 border-b border-white/40 bg-emerald-50/30">
-                            <div className="flex items-center gap-2 mb-3">
-                                <ListChecks size={16} className="text-emerald-600" />
-                                <h3 className="text-[10px] font-black text-emerald-700 uppercase tracking-[0.2em]">
-                                    Troubleshooting Plan
-                                </h3>
-                            </div>
-                            <div className="space-y-2">
-                                {steps.map((step) => (
-                                    <button
-                                        key={step.id}
-                                        onClick={() => toggleStep(step.id)}
-                                        className={`w-full text-left flex items-center gap-3 p-3 rounded-xl border transition-all duration-300 ${
-                                            step.completed
-                                                ? 'bg-emerald-100 border-emerald-200 opacity-60'
-                                                : 'bg-white border-slate-100 hover:border-emerald-200 hover:bg-emerald-50/50'
-                                        }`}
-                                    >
-                                        <div className={`w-6 h-6 rounded-full flex items-center justify-center shrink-0 transition-all duration-300 ${
-                                            step.completed
-                                                ? 'bg-emerald-500 text-white'
-                                                : 'bg-slate-100 text-slate-400'
-                                        }`}>
-                                            {step.completed ? (
-                                                <CheckCircle2 size={14} />
-                                            ) : (
-                                                <span className="text-[10px] font-black">{step.id}</span>
-                                            )}
-                                        </div>
-                                        <span className={`text-[13px] font-bold leading-snug transition-all duration-300 ${
-                                            step.completed ? 'text-slate-400 line-through' : 'text-slate-700'
-                                        }`}>
-                                            {step.task}
-                                        </span>
-                                    </button>
-                                ))}
-                            </div>
-                        </div>
-                    )}
-
                     {/* Chat Messages */}
                     <div
                         ref={scrollRef}

Frontend/src/user/pages/CreateTicket.jsx

@@ -21,6 +21,7 @@ import { motion, AnimatePresence } from 'framer-motion';
 import { Button } from "../../components/ui/button";
 import { Card, CardHeader, CardTitle, CardDescription, CardContent } from "../../components/ui/card";
 import { Textarea } from "../../components/ui/textarea";
+import Tesseract from 'tesseract.js';
 import { translateText, SUPPORTED_LANGUAGES } from '../../services/translationService';
 import TemplateSelector from '../components/TemplateSelector';
 import TemplateForm from '../components/TemplateForm';
@@ -110,7 +111,6 @@ const CreateTicket = () => {
     const processOCR = async (imageFile) => {
         setIsOcrLoading(true);
         try {
-            const { default: Tesseract } = await import('tesseract.js');
             const { data: { text } } = await Tesseract.recognize(imageFile, 'eng');
             setExtractedOCR(text.trim());
         } catch (err) {

Frontend/src/user/pages/MyTickets.jsx

@@ -120,14 +120,6 @@ function MyTickets() {
         return 'text-gray-600';
     };
 
-    const getTranslationInfo = (ticket) => {
-        const t = ticket?.metadata?.translation;
-        if (!t?.translated) return null;
-        return {
-            sourceLanguageName: t.source_language_name || t.source_language || 'Unknown',
-        };
-    };
-
     return (
         <main className="flex-1 max-w-[1200px] w-full mx-auto px-6 py-10 flex flex-col gap-8">
             {/* Header section */}
@@ -325,11 +317,6 @@ function MyTickets() {
                                                  <p className="text-sm font-semibold text-gray-900 truncate group-hover:text-emerald-700 transition-colors">
                                                      {ticket.summary || ticket.subject || ticket.description || "No subject"}
                                                  </p>
-                                                 {getTranslationInfo(ticket) && (
-                                                     <p className="text-[10px] text-slate-500 mt-1">
-                                                         Translated from {getTranslationInfo(ticket).sourceLanguageName}
-                                                     </p>
-                                                 )}
                                             </td>
                                             <td className="px-6 py-4">
                                                 <span className="text-sm font-medium text-gray-600 bg-gray-100 px-2.5 py-1 rounded-md">

Frontend/src/user/pages/TicketDetail.jsx

@@ -22,7 +22,6 @@ const TicketDetail = () => {
     const [isReopening, setIsReopening] = useState(false);
     const [showCsat, setShowCsat] = useState(false);
     const [csatHasBeenDismissed, setCsatHasBeenDismissed] = useState(false);
-    const [showOriginalText, setShowOriginalText] = useState(false);
 
     useEffect(() => {
         window.scrollTo(0, 0);
@@ -123,10 +122,6 @@ const TicketDetail = () => {
     const solutionSteps = Array.isArray(ticket.solution_steps) ? ticket.solution_steps : [];
     const isAutoResolved = ticket.auto_resolve === true;
     const confidenceScore = ticket.metadata?.confidence ?? ticket.routing_confidence ?? 0.92;
-    const translationMeta = ticket.metadata?.translation;
-    const originalTextMeta = ticket.metadata?.original_text;
-    const isTranslated = Boolean(translationMeta?.translated && originalTextMeta?.description);
-    const sourceLanguageName = translationMeta?.source_language_name || translationMeta?.source_language || 'Unknown';
 
 
     const handleReopen = async () => {
@@ -189,27 +184,6 @@ const TicketDetail = () => {
 
                 {/* LEFT SIDE (Main Content) */}
                 <div className="lg:col-span-2 flex flex-col gap-6">
-                    {isTranslated && (
-                        <Card className="p-4 rounded-2xl border border-sky-100 bg-sky-50/70 shadow-sm">
-                            <div className="flex items-center justify-between gap-3">
-                                <p className="text-sm font-semibold text-sky-900">
-                                    Translated from {sourceLanguageName}
-                                </p>
-                                <button
-                                    type="button"
-                                    onClick={() => setShowOriginalText(prev => !prev)}
-                                    className="text-xs font-bold text-sky-700 hover:text-sky-900"
-                                >
-                                    {showOriginalText ? "View English" : "View Original"}
-                                </button>
-                            </div>
-                            {showOriginalText && (
-                                <p className="mt-3 text-sm text-slate-700 bg-white border border-sky-100 rounded-lg px-3 py-2">
-                                    {originalTextMeta?.description}
-                                </p>
-                            )}
-                        </Card>
-                    )}
 
                     {/* Card 1: Ticket Timeline */}
                     <Card className="p-6 sm:p-8 rounded-2xl border border-gray-100 shadow-sm bg-white">

Frontend/vite.config.js

@@ -15,6 +15,6 @@ export default defineConfig({
     },
   },
   build: {
-    sourcemap: 'hidden'
+    sourcemap: true
   }
 })

MobileApp/App.js

@@ -127,55 +127,17 @@ const AppContent = () => {
   const [userRole, setUserRole] = useState('user'); // 'user', 'admin', 'master_admin'
 
   useEffect(() => {
-    let finished = false;
-
     const initialize = async () => {
-      // Safety timeout wrapper: if anything hangs, force mount after 3 seconds
-      const timeoutId = setTimeout(async () => {
-        if (!finished) {
-          console.log('[AuthInit] Timeout reached (3s). Forcing mount fallback.');
-          try {
-            const onboardingDone = await AsyncStorage.getItem('@onboarding_complete');
-            setShowOnboarding(onboardingDone === null);
-          } catch (err) {
-            setShowOnboarding(false);
-          }
-          setLoading(false);
-        }
-      }, 3000);
-
       try {
-        // 1. Instantly load cached status and role from AsyncStorage (stale-while-revalidate pattern)
-        const [cachedStatus, cachedRole] = await Promise.all([
-          AsyncStorage.getItem('@user_status'),
-          AsyncStorage.getItem('@user_role'),
-        ]);
-
-        if (cachedStatus) setUserStatus(cachedStatus);
-        if (cachedRole) setUserRole(cachedRole);
-
-        // 2. Fetch session with a 2.5 second timeout wrapper to prevent slow refreshing from locking the app
-        const sessionPromise = supabase.auth.getSession();
-        const sessionTimeoutPromise = new Promise((_, reject) =>
-          setTimeout(() => reject(new Error('Session fetch timed out')), 2500)
-        );
-
-        const { data: { session } } = await Promise.race([sessionPromise, sessionTimeoutPromise]);
+        const { data: { session } } = await supabase.auth.getSession();
         setSession(session);
 
-        // 3. If session is valid, validate/fetch the user profile
         if (session?.user) {
-          const profilePromise = supabase
+          const { data, error } = await supabase
             .from('profiles')
             .select('status, role')
             .eq('id', session.user.id)
             .single();
-
-          const profileTimeoutPromise = new Promise((_, reject) =>
-            setTimeout(() => reject(new Error('Profile fetch timed out')), 2000)
-          );
-
-          const { data, error } = await Promise.race([profilePromise, profileTimeoutPromise]);
           
           if (error) {
             console.log('[AuthInit] Profile fetch error, validating session:', error.message);
@@ -184,29 +146,20 @@ const AppContent = () => {
             if (userError) {
               console.log('[AuthInit] Token validation failed. Clearing session.');
               setSession(null);
-              await AsyncStorage.removeItem('@user_status');
-              await AsyncStorage.removeItem('@user_role');
             } else {
-              // Valid token but profiles table is offline; retain cached or default to safe user status
-              if (!cachedStatus) setUserStatus('active');
-              if (!cachedRole) setUserRole('user');
+              // Valid token but profiles table is temporarily offline; default to user
+              setUserStatus('active');
+              setUserRole('user');
             }
           } else {
-            const status = data?.status || 'active';
-            const role = data?.role || 'user';
-            setUserStatus(status);
-            setUserRole(role);
-            await Promise.all([
-              AsyncStorage.setItem('@user_status', status),
-              AsyncStorage.setItem('@user_role', role),
-            ]);
+            setUserStatus(data?.status || 'active');
+            setUserRole(data?.role || 'user');
           }
         }
       } catch (e) {
-        console.log('[AuthInit] Exception caught during initialization:', e.message || e);
+        console.log('[AuthInit] Crash caught during initialization:', e);
       } finally {
-        finished = true;
-        clearTimeout(timeoutId);
+        // Guarantee showOnboarding is resolved to a boolean to prevent React Navigation stack layout mismatch
         try {
           const onboardingDone = await AsyncStorage.getItem('@onboarding_complete');
           setShowOnboarding(onboardingDone === null);
@@ -231,17 +184,12 @@ const AppContent = () => {
           
           if (error) {
             console.log('[AuthChange] Profile query failed:', error.message);
+            // Default to safe values to avoid blank screens
             setUserStatus('active');
             setUserRole('user');
           } else {
-            const status = data?.status || 'active';
-            const role = data?.role || 'user';
-            setUserStatus(status);
-            setUserRole(role);
-            await Promise.all([
-              AsyncStorage.setItem('@user_status', status),
-              AsyncStorage.setItem('@user_role', role),
-            ]);
+            setUserStatus(data?.status || 'active');
+            setUserRole(data?.role || 'user');
           }
         } catch (err) {
           console.warn('[AuthChange] Uncaught exception inside handler:', err);
@@ -251,10 +199,6 @@ const AppContent = () => {
       } else {
         setUserStatus(null);
         setUserRole('user');
-        await Promise.all([
-          AsyncStorage.removeItem('@user_status'),
-          AsyncStorage.removeItem('@user_role'),
-        ]);
       }
     });
 
@@ -272,15 +216,9 @@ const AppContent = () => {
         schema: 'public',
         table: 'profiles',
         filter: `id=eq.${session.user.id}`,
-      }, async (payload) => {
-        const status = payload.new.status;
-        const role = payload.new.role || 'user';
-        setUserStatus(status);
-        setUserRole(role);
-        await Promise.all([
-          AsyncStorage.setItem('@user_status', status),
-          AsyncStorage.setItem('@user_role', role),
-        ]);
+      }, (payload) => {
+        setUserStatus(payload.new.status);
+        setUserRole(payload.new.role || 'user');
       })
       .subscribe();
 
@@ -291,6 +229,7 @@ const AppContent = () => {
   useEffect(() => {
     const handleUrl = async ({ url }) => {
       if (!url) return;
+      // Parse hash fragment: helpdeskai://login#access_token=...&refresh_token=...
       const hashIndex = url.indexOf('#');
       if (hashIndex === -1) return;
       const hash = url.substring(hashIndex + 1);
@@ -316,7 +255,9 @@ const AppContent = () => {
       }
     };
 
+    // Handle app already open
     const subscription = Linking.addEventListener('url', handleUrl);
+    // Handle cold start — app launched from the link
     Linking.getInitialURL().then(url => url && handleUrl({ url }));
 
     return () => subscription.remove();

MobileApp/package-lock.json

@@ -31,7 +31,7 @@
         "react-native-screens": "~4.16.0",
         "react-native-svg": "15.12.1",
         "react-native-url-polyfill": "^3.0.0",
-        "react-native-webview": "^13.15.0",
+        "react-native-webview": "^13.16.1",
         "zustand": "^5.0.12"
       },
       "devDependencies": {

MobileApp/package.json

@@ -32,7 +32,7 @@
     "react-native-screens": "~4.16.0",
     "react-native-svg": "15.12.1",
     "react-native-url-polyfill": "^3.0.0",
-    "react-native-webview": "^13.15.0",
+    "react-native-webview": "^13.16.1",
     "zustand": "^5.0.12"
   },
   "private": true,

MobileApp/src/lib/supabase.js

@@ -2,14 +2,8 @@ import 'react-native-url-polyfill/auto';
 import { createClient } from '@supabase/supabase-js';
 import AsyncStorage from '@react-native-async-storage/async-storage';
 
-const supabaseUrl = process.env.EXPO_PUBLIC_SUPABASE_URL;
-const supabaseKey = process.env.EXPO_PUBLIC_SUPABASE_ANON_KEY;
-
-if (!supabaseUrl || !supabaseKey) {
-  throw new Error(
-    'Missing Supabase mobile config. Set EXPO_PUBLIC_SUPABASE_URL and EXPO_PUBLIC_SUPABASE_ANON_KEY in MobileApp/.env or EAS secrets.'
-  );
-}
+const supabaseUrl = 'https://aejuenhqciagpntcqoir.supabase.co';
+const supabaseKey = 'eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpc3MiOiJzdXBhYmFzZSIsInJlZiI6ImFlanVlbmhxY2lhZ3BudGNxb2lyIiwicm9sZSI6ImFub24iLCJpYXQiOjE3NzIzODQwNzgsImV4cCI6MjA4Nzk2MDA3OH0.-OxgEW5t4alPGlzV_JZDRZcLsQbbMap6jiWjfAVkMMY';
 
 export const supabase = createClient(supabaseUrl, supabaseKey, {
   auth: {

MobileApp/src/screens/auth/LoginScreen.js

@@ -5,7 +5,6 @@ import {
   ScrollView, StatusBar, Animated,
 } from 'react-native';
 import { supabase } from '../../lib/supabase';
-import { backendLogin, backendLogout } from '../../lib/authBackend';
 import { COLORS, SHADOWS } from '../../styles/theme';
 import { Lock, Mail, Eye, EyeOff, Zap, ArrowRight, ShieldCheck } from 'lucide-react-native';
 import { LinearGradient } from 'expo-linear-gradient';
@@ -53,7 +52,6 @@ const LoginScreen = () => {
     }
     setLoading(true);
     try {
-      await backendLogin(email, password);
       const { data, error } = await supabase.auth.signInWithPassword({ email, password });
       if (error) throw error;
 

MobileApp/src/screens/user/ProfileScreen.js

@@ -5,7 +5,6 @@ import {
 } from 'react-native';
 import { SafeAreaView } from 'react-native-safe-area-context';
 import { supabase } from '../../lib/supabase';
-import { backendLogout } from '../../lib/authBackend';
 import { COLORS, SHADOWS } from '../../styles/theme';
 import {
   User, Mail, Building2, ShieldCheck, Calendar, Ticket, Zap,
@@ -227,7 +226,6 @@ const ProfileScreen = () => {
   const handleLogout = async () => {
     try {
       Haptics.impactAsync(Haptics.ImpactFeedbackStyle.Medium);
-      await backendLogout();
       // Forcefully wipe all Supabase session keys from AsyncStorage first to trigger instant navigation resetting
       const keys = await AsyncStorage.getAllKeys();
       const supabaseKeys = keys.filter(k => k.startsWith('sb-') || k.includes('supabase'));
@@ -238,7 +236,6 @@ const ProfileScreen = () => {
     } catch (e) {
       console.warn("Logout error, forcing full wipe:", e);
       await AsyncStorage.clear();
-      await supabase.auth.signOut();
     }
   };
 

README.md

@@ -58,9 +58,7 @@ pinned: false
 
 ## 🌟 GSSoC '26 Contributor & Community Campaign
 
-We are extremely proud to be part of the **GirlScript Summer of Code (GSSoC) 2026**! To ensure high-quality contributions and maximum rewards for both developers and mentors, please review our official [GSSoC Mentorship Guide & Review Standard](MENTORSHIP.md).
-
-To support the project and get real-time open-source project updates, please make sure you participate in our community campaign:
+We are extremely proud to be part of the **GirlScript Summer of Code (GSSoC) 2026**! To support the project and get real-time open-source project updates, please make sure you participate in our community campaign:
 
 <div align="center">
 

backend/.env.example

@@ -1,106 +1,18 @@
-# =============================================================================
-# HELPDESK.AI Backend — Environment Variable Reference
-# =============================================================================
-# Copy this file to `backend/.env` and fill in the values appropriate for your
-# environment. NEVER commit a populated `.env` file to source control.
-#
-# All variables are read via `os.environ.get(...)` / `os.getenv(...)` in the
-# backend codebase. Defaults shown below match the values used in code.
-# =============================================================================
-
-
-# -----------------------------------------------------------------------------
-# Supabase (Database + Auth + Storage)
-# -----------------------------------------------------------------------------
-# Required for: ticket persistence, RAG knowledge base, SLA escalation,
-# auto-close cron job, notification routing, company settings seeding.
-#
-# Service-role key is required for backend (bypasses RLS). NEVER expose this
-# key to the frontend — use the anon key on the client side instead.
-SUPABASE_URL=https://YOUR-PROJECT-REF.supabase.co
-SUPABASE_SERVICE_KEY=
-# Anon key — required for /auth/login cookie bridge (issue #130). Safe for backend proxy only.
-SUPABASE_ANON_KEY=
-# Some newer services (auto_close, notification_routing, sla_service)
-# also accept SUPABASE_SERVICE_ROLE_KEY as an alias. Set both for safety.
-SUPABASE_SERVICE_ROLE_KEY=
-
-
-# -----------------------------------------------------------------------------
-# Google Gemini (LLM)
-# -----------------------------------------------------------------------------
-# Required for: auto-resolve chat, summary generation, advanced classification.
-# If unset, GeminiService will initialize in disabled mode and downstream
-# endpoints that depend on it will return graceful fallback responses.
-GEMINI_API_KEY=
+# Supabase Configuration
+SUPABASE_URL=https://your-project.supabase.co
+SUPABASE_SERVICE_KEY=your-service-key
 
+# Startup Mode
+# Set ALLOW_DEGRADED_STARTUP=1 to allow backend startup even if duplicate/RAG models fail to load
+# Useful for offline/dev environments where model downloads may not be available
+ALLOW_DEGRADED_STARTUP=0
 
-# -----------------------------------------------------------------------------
-# AI Model Artifacts
-# -----------------------------------------------------------------------------
-# Path to a local sentence-transformer model directory used by RAG and
-# duplicate detection. If unset, the services will attempt to download the
-# default model on first run (requires internet access).
+# Sentence Transformers Model Path
+# Provide a local path to the sentence-transformers model to avoid downloading from HuggingFace
+# If not set, model will be downloaded from HuggingFace (requires internet)
+# Example: ./models/all-MiniLM-L6-v2 or /opt/models/all-MiniLM-L6-v2
 SENTENCE_TRANSFORMER_MODEL_PATH=
 
-
-# -----------------------------------------------------------------------------
-# Startup / Health-Check Behaviour
-# -----------------------------------------------------------------------------
-# Controls strict startup validation. When `0` (default), the backend will
-# REFUSE to start if core classifier assets are missing — this prevents the
-# silent "Unknown" classification fallback documented in ISSUE_DEBUG_FINDINGS.
-# Set to `1` only for local development without the full model bundle.
-ALLOW_DEGRADED_STARTUP=0
-
-# When `true`, startup will hard-fail if Supabase credentials are missing.
-# Default `false` allows the backend to run in "no-persistence" mode for tests.
+# Readiness Check
+# Set REQUIRE_SUPABASE=true to include Supabase configuration in the strict readiness gate
 REQUIRE_SUPABASE=false
-
-# Slack Alerts
-SLACK_WEBHOOK_URL=https://hooks.slack.com/services/xxx/yyy/zzz
-
-# -----------------------------------------------------------------------------
-# Health-Check Probe (Docker / Kubernetes)
-# -----------------------------------------------------------------------------
-HEALTHCHECK_URL=http://127.0.0.1:7860/ready
-HEALTHCHECK_TIMEOUT_SECONDS=3
-
-
-# -----------------------------------------------------------------------------
-# SLA Escalation Background Worker
-# -----------------------------------------------------------------------------
-SLA_ESCALATION_ENABLED=true
-SLA_ESCALATION_INTERVAL_SECONDS=300
-
-
-# -----------------------------------------------------------------------------
-# Auto-Close Cron Job (Issue #41)
-# -----------------------------------------------------------------------------
-AUTO_CLOSE_ENABLED=true
-AUTO_CLOSE_DAYS=7
-# Standard 5-field cron expression. Default: 02:00 UTC every day.
-AUTO_CLOSE_CRON_SCHEDULE=0 2 * * *
-
-
-# -----------------------------------------------------------------------------
-# Notification Routing Middleware (Issue #41)
-# -----------------------------------------------------------------------------
-# Accepted values: debug, info, warning
-NOTIFICATION_ROUTING_LOG_LEVEL=info
-
-
-# -----------------------------------------------------------------------------
-# Generic Environment Flag
-# -----------------------------------------------------------------------------
-# Set to `development` to enable extra debug logging in some services.
-ENV=production
-
-
-# -----------------------------------------------------------------------------
-# Redis Inference Cache (Issue #131)
-# -----------------------------------------------------------------------------
-# When true, cache DistilBERT classifications and sentence-transformer embeddings.
-USE_REDIS_CACHE=false
-REDIS_URL=redis://127.0.0.1:6379/0
-REDIS_CACHE_TTL_SECONDS=3600

backend/Dockerfile

@@ -1,40 +1,36 @@
-# syntax=docker/dockerfile:1
+# Use an official Python runtime as a parent image
+FROM python:3.10-slim
 
-FROM python:3.10-slim AS builder
+LABEL version="1.1.1" rebuild_trigger="2026-03-08-2032"
 
-WORKDIR /build
-RUN apt-get update && apt-get install -y --no-install-recommends \
+# Set the working directory to /app
+WORKDIR /app
+
+# Install system dependencies required for EasyOCR and OpenCV
+RUN apt-get update && apt-get install -y \
+    libgl1 \
+    libglib2.0-0 \
     git \
     && rm -rf /var/lib/apt/lists/*
 
+# Copy the requirements file into the container
 COPY requirements.txt .
-RUN pip install --no-cache-dir --prefix=/install -r requirements.txt
-
-FROM python:3.10-slim AS runtime
 
-LABEL org.opencontainers.image.title="helpdesk-backend"
-LABEL org.opencontainers.image.description="HELPDESK.AI FastAPI backend (multi-stage)"
+# Install dependencies (no-cache-dir keeps the docker image smaller)
+RUN pip install --no-cache-dir -r requirements.txt
 
-WORKDIR /app
-
-RUN apt-get update && apt-get install -y --no-install-recommends \
-    libgl1 \
-    libglib2.0-0 \
-    && rm -rf /var/lib/apt/lists/* \
-    && useradd --create-home --shell /usr/sbin/nologin appuser
-
-COPY --from=builder /install /usr/local
+# Copy all the remaining files into the container as a 'backend' directory
+# This allows absolute imports like 'from backend.services...' to work perfectly
 COPY . /app/backend
 
-ENV PYTHONPATH=/app \
-    PYTHONDONTWRITEBYTECODE=1 \
-    PYTHONUNBUFFERED=1
+# Tell Python where to look for modules (so it can find the 'backend' folder)
+ENV PYTHONPATH=/app
 
+# Expose port 7860 (Hugging Face Spaces default)
 EXPOSE 7860
 
 HEALTHCHECK --interval=30s --timeout=5s --start-period=120s --retries=3 \
     CMD ["python", "backend/healthcheck.py"]
 
-USER appuser
-
+# Run the FastAPI server via Uvicorn
 CMD ["uvicorn", "backend.main:app", "--host", "0.0.0.0", "--port", "7860"]

backend/auth/crypto.py

@@ -1,218 +1,98 @@
 import os
-import base64
-import logging
 import hashlib
-from typing import Any
-
-# Configure logger
-logger = logging.getLogger(__name__)
-logger.setLevel(logging.WARNING)
-
-if not logger.handlers:
-    handler = logging.StreamHandler()
-    formatter = logging.Formatter("[Crypto] %(asctime)s - %(levelname)s - %(message)s")
-    handler.setFormatter(formatter)
-    logger.addHandler(handler)
-
-CRYPTOGRAPHY_AVAILABLE = False
-_aesgcm = None
-ENCRYPTION_ENABLED = False
-
-try:
-    from cryptography.hazmat.primitives.ciphers.aead import AESGCM
-    CRYPTOGRAPHY_AVAILABLE = True
-except ImportError:
-    logger.warning("The 'cryptography' library is not available. Running with database encryption disabled.")
-
-# Key Parsing logic: supporting urlsafe-b64, hex, and SHA-256 stretching
-def derive_cryptographic_key(raw_key: str | None) -> bytes | None:
-    if not raw_key:
-        return None
-    
-    # 1. Try URL-safe Base64 decode
-    try:
-        # Pad string appropriately if needed
-        padded = raw_key + "=" * ((4 - len(raw_key) % 4) % 4)
-        decoded = base64.urlsafe_b64decode(padded.encode('utf-8'))
-        if len(decoded) == 32:
-            return decoded
-    except Exception:
-        pass
-
-    # 2. Try hex decode
-    try:
-        decoded = bytes.fromhex(raw_key)
-        if len(decoded) == 32:
-            return decoded
-    except Exception:
-        pass
-
-    # 3. Fall back to SHA-256 stretch
-    return hashlib.sha256(raw_key.encode('utf-8')).digest()
-
-
-# Initialize Key and AESGCM instance
-if CRYPTOGRAPHY_AVAILABLE:
-    SECRET_KEY_ENV_VAR = "DB_ENCRYPTION_SECRET_KEY"
-    raw_secret_key = os.environ.get(SECRET_KEY_ENV_VAR)
-    
-    if raw_secret_key:
-        try:
-            key_bytes = derive_cryptographic_key(raw_secret_key)
-            if key_bytes:
-                _aesgcm = AESGCM(key_bytes)
-                ENCRYPTION_ENABLED = True
-                logger.info("Database encryption key loaded and active.")
-            else:
-                logger.warning("Could not derive key from DB_ENCRYPTION_SECRET_KEY. Database encryption disabled.")
-        except Exception as e:
-            logger.warning(f"Failed to initialize AESGCM: {e}. Database encryption disabled.")
-    else:
-        logger.warning("DB_ENCRYPTION_SECRET_KEY is not set in environment. Running with database encryption disabled.")
-
-# Tag prefix for identifying encrypted data
-PREFIX = "enc:v1:"
-
-def encrypt_value(value: str) -> str:
-    """Encrypt a string value using AES-256-GCM. Returns 'enc:v1:<base64>'."""
-    if not ENCRYPTION_ENABLED or _aesgcm is None:
-        return value
-    if not isinstance(value, str):
-        return value
-    # Double-encryption protection: if already encrypted, return as-is
-    if value.startswith(PREFIX):
-        return value
-        
+import base64
+from cryptography.hazmat.primitives.ciphers.aead import AESGCM
+
+# Initialize AESGCM with 32-byte key derived from secret key
+SECRET_KEY = os.environ.get("DB_ENCRYPTION_SECRET_KEY")
+
+_cipher = None
+if SECRET_KEY:
+    # Hash secret key to ensure it is exactly 32 bytes (256 bits)
+    key_bytes = hashlib.sha256(SECRET_KEY.encode()).digest()
+    _cipher = AESGCM(key_bytes)
+else:
+    print("[WARNING] DB_ENCRYPTION_SECRET_KEY not set. Data encryption is disabled (degraded mode).")
+
+def encrypt(plain_text: str) -> str:
+    """Encrypt plain text using AES-256 GCM and return base64 encoded string."""
+    if not _cipher or not plain_text:
+        return plain_text
     try:
-        # Generate 12-byte secure random nonce
+        # Generate 12-byte random nonce for GCM
         nonce = os.urandom(12)
-        plaintext_bytes = value.encode('utf-8')
-        # Encrypt (combines ciphertext and tag automatically in cryptography's AESGCM)
-        ciphertext = _aesgcm.encrypt(nonce, plaintext_bytes, None)
-        # Store nonce + ciphertext together
-        payload = nonce + ciphertext
-        encoded = base64.b64encode(payload).decode('utf-8')
-        return f"{PREFIX}{encoded}"
+        encrypted_bytes = _cipher.encrypt(nonce, plain_text.encode(), None)
+        # Combine nonce and ciphertext and encode as base64
+        combined = nonce + encrypted_bytes
+        return base64.b64encode(combined).decode('utf-8')
     except Exception as e:
-        logger.error(f"Encryption failed: {e}")
-        return value
+        print(f"[Crypto Error] Encryption failed: {e}")
+        return plain_text
 
-def decrypt_value(value: str) -> str:
-    """Decrypt a string value that starts with 'enc:v1:'."""
-    if not ENCRYPTION_ENABLED or _aesgcm is None:
-        return value
-    if not isinstance(value, str):
-        return value
-    # Graceful pass-through for legacy/plaintext rows
-    if not value.startswith(PREFIX):
-        return value
-        
+def decrypt(cipher_text: str) -> str:
+    """Decrypt base64 encoded ciphertext using AES-256 GCM and return plain text."""
+    if not _cipher or not cipher_text:
+        return cipher_text
     try:
-        encoded_str = value[len(PREFIX):]
-        payload = base64.b64decode(encoded_str)
-        if len(payload) < 12:
-            return value
-        nonce = payload[:12]
-        ciphertext = payload[12:]
-        decrypted_bytes = _aesgcm.decrypt(nonce, ciphertext, None)
+        # Check if cipher_text looks like base64
+        try:
+            combined = base64.b64decode(cipher_text.encode('utf-8'))
+        except Exception:
+            return cipher_text  # Return as-is if not valid base64
+            
+        if len(combined) < 12:
+            return cipher_text  # Not enough bytes for nonce
+            
+        nonce = combined[:12]
+        ciphertext = combined[12:]
+        decrypted_bytes = _cipher.decrypt(nonce, ciphertext, None)
         return decrypted_bytes.decode('utf-8')
     except Exception as e:
-        logger.error(f"Decryption failed: {e}")
-        return value
+        # If decryption fails, it might be unencrypted plaintext (graceful degrade for old records)
+        return cipher_text
 
-# ORM Payload Processing Helpers
-TARGET_FIELDS = {"contact_email", "description", "raw_text"}
-
-def encrypt_row(row: dict) -> dict:
-    if not isinstance(row, dict):
-        return row
-    new_row = dict(row)
-    for field in TARGET_FIELDS:
-        if field in new_row and new_row[field] is not None:
-            new_row[field] = encrypt_value(str(new_row[field]))
-    return new_row
-
-def decrypt_row(row: dict) -> dict:
-    if not isinstance(row, dict):
-        return row
-    new_row = dict(row)
-    for field in TARGET_FIELDS:
-        if field in new_row and new_row[field] is not None:
-            new_row[field] = decrypt_value(str(new_row[field]))
-    return new_row
-
-def encrypt_payload(payload: Any) -> Any:
-    if isinstance(payload, list):
-        return [encrypt_row(row) for row in payload]
-    elif isinstance(payload, dict):
-        return encrypt_row(payload)
-    return payload
-
-def decrypt_payload(payload: Any) -> Any:
-    if isinstance(payload, list):
-        return [decrypt_row(row) for row in payload]
-    elif isinstance(payload, dict):
-        return decrypt_row(payload)
-    return payload
-
-# Transparent client query wrapper proxy
-class WrappedRequestBuilder:
-    def __init__(self, builder: Any, table_name: str):
-        object.__setattr__(self, "_builder", builder)
-        object.__setattr__(self, "_table_name", table_name)
-
-    def insert(self, json: Any, *args, **kwargs) -> "WrappedRequestBuilder":
-        if self._table_name == "tickets":
-            json = encrypt_payload(json)
-        res = self._builder.insert(json, *args, **kwargs)
-        return WrappedRequestBuilder(res, self._table_name)
-
-    def update(self, json: Any, *args, **kwargs) -> "WrappedRequestBuilder":
-        if self._table_name == "tickets":
-            json = encrypt_payload(json)
-        res = self._builder.update(json, *args, **kwargs)
-        return WrappedRequestBuilder(res, self._table_name)
-
-    def execute(self, *args, **kwargs) -> Any:
-        res = self._builder.execute(*args, **kwargs)
-        if self._table_name == "tickets" and res and hasattr(res, "data"):
-            res.data = decrypt_payload(res.data)
-        return res
-
-    def __getattr__(self, name: str) -> Any:
-        attr = getattr(self._builder, name)
-        if callable(attr):
-            def wrapper(*args, **kwargs):
-                res = attr(*args, **kwargs)
-                if res is self._builder:
-                    return self
-                if hasattr(res, "execute") or hasattr(res, "table") or hasattr(res, "insert"):
-                    return WrappedRequestBuilder(res, self._table_name)
-                return res
-            return wrapper
-        return attr
-
-    def __setattr__(self, name: str, value: Any) -> None:
-        setattr(self._builder, name, value)
-
-
-def wrap_client(client: Any) -> Any:
-    """Wraps a Supabase client's table method for transparent tickets encryption."""
-    if client is None:
-        return None
-
-    # Avoid double wrapping
-    if hasattr(client, "_wrapped_by_crypto"):
-        return client
-
-    original_table = client.table
-
-    def wrapped_table(table_name: str, *args, **kwargs) -> Any:
-        builder = original_table(table_name, *args, **kwargs)
-        if table_name == "tickets":
-            return WrappedRequestBuilder(builder, table_name)
-        return builder
-
-    client.table = wrapped_table
-    client._wrapped_by_crypto = True
-    return client
+def apply_db_encryption_patch():
+    """Apply transparent monkeypatch to Postgrest/Supabase client execute method for 'tickets' table."""
+    try:
+        from postgrest._sync.request_builder import SyncQueryRequestBuilder
+        
+        _original_execute = SyncQueryRequestBuilder.execute
+
+        def custom_execute(self):
+            path_str = getattr(self.request.path, "path", "")
+            table_name = path_str.split('/')[-1]
+            
+            if table_name == "tickets":
+                payload = self.request.json
+                if isinstance(payload, dict):
+                    for field in ["contact_email", "description", "raw_text"]:
+                        if field in payload and payload[field] is not None:
+                            payload[field] = encrypt(str(payload[field]))
+                elif isinstance(payload, list):
+                    for item in payload:
+                        if isinstance(item, dict):
+                            for field in ["contact_email", "description", "raw_text"]:
+                                if field in item and item[field] is not None:
+                                    item[field] = encrypt(str(item[field]))
+                                    
+            res = _original_execute(self)
+            
+            if table_name == "tickets" and res and hasattr(res, "data"):
+                data = res.data
+                if isinstance(data, dict):
+                    for field in ["contact_email", "description", "raw_text"]:
+                        if field in data and data[field] is not None:
+                            data[field] = decrypt(str(data[field]))
+                elif isinstance(data, list):
+                    for item in data:
+                        if isinstance(item, dict):
+                            for field in ["contact_email", "description", "raw_text"]:
+                                if field in item and item[field] is not None:
+                                    item[field] = decrypt(str(item[field]))
+                                    
+            return res
+
+        SyncQueryRequestBuilder.execute = custom_execute
+        print("[Crypto] Supabase database encryption patch applied successfully.")
+    except Exception as e:
+        print(f"[Crypto WARNING] Failed to apply database encryption patch: {e}")

backend/main.py

@@ -8,7 +8,6 @@ import os
 import sys
 import uuid
 import json
-import re
 import datetime
 import traceback
 import warnings
@@ -20,13 +19,13 @@ from contextlib import asynccontextmanager
 warnings.filterwarnings("ignore", message="'pin_memory'")
 
 # HF Rebuild Trigger: 2026-03-08-2030
-from fastapi import FastAPI, Depends, HTTPException, Request, WebSocket, WebSocketDisconnect
+from fastapi import FastAPI, Depends, Header, HTTPException, Request, Response
 from slowapi import Limiter, _rate_limit_exceeded_handler
+from prometheus_client import generate_latest, CONTENT_TYPE_LATEST
 from slowapi.util import get_remote_address
 from slowapi.errors import RateLimitExceeded
 from fastapi.middleware.cors import CORSMiddleware
-from fastapi.responses import HTMLResponse, JSONResponse, Response, StreamingResponse
-from prometheus_client import CONTENT_TYPE_LATEST, generate_latest
+from fastapi.responses import HTMLResponse, JSONResponse, StreamingResponse
 from fastapi.encoders import jsonable_encoder
 import asyncio
 from pathlib import Path
@@ -37,12 +36,13 @@ from dotenv import load_dotenv
 env_path = Path(__file__).parent / '.env'
 load_dotenv(dotenv_path=env_path)
 
-# CI smoke tests allow degraded startup so the app can import without heavy ML assets.
-ALLOW_DEGRADED_STARTUP = os.environ.get("ALLOW_DEGRADED_STARTUP", "0") == "1"
-
+# Apply database encryption for PII fields
+try:
+    from backend.auth.crypto import apply_db_encryption_patch
+    apply_db_encryption_patch()
+except Exception as e:
+    print(f"[WARNING] Database encryption patch initialization failed: {e}")
 
-def _startup_fatal(message: str) -> None:
-    print(f"[Startup-FATAL] {message}")
 
 # Initialize Supabase Client (Service Role for backend bypass)
 try:
@@ -53,8 +53,7 @@ try:
         print("[ERROR] SUPABASE_URL or SUPABASE_SERVICE_KEY not set in backend/.env")
         supabase = None
     else:
-        from backend.auth.crypto import wrap_client
-        supabase = wrap_client(create_client(url, key))
+        supabase = create_client(url, key)
 except (ImportError, Exception) as e:
     print(f"[WARNING] Supabase initialization failed: {e}")
     supabase = None
@@ -66,170 +65,17 @@ sys.path.insert(0, os.path.abspath(os.path.join(os.path.dirname(__file__), "..")
 from backend.services.classifier_service import ClassifierService
 from backend.services.classifier_v2 import classifier_v2
 from backend.services.classifier_v3 import classifier_v3 # V3 Power Model
-from backend.services.audit_service import AuditLogService, AuditLogAccessError
-from backend.services.onnx_service import onnx_classifier
 from backend.services.ner_service import NERService
 from backend.services.duplicate_service import DuplicateService
-from backend.services.semantic_duplicate_service import SemanticDuplicateService
 from backend.services.rag_service import RagService
-from backend.services.spam_service import SpamService
-from backend.services.sla_engine import SLAEngine, compute_sla_breach_at, get_sla_policy
-from backend.services.redis_cache import redis_cache
-from backend.auth_cookie import router as auth_cookie_router, get_current_user  # noqa: F401
-
-
-# ---------------------------------------------------------------------------
-# WebSocket Connection Manager — real-time ticket dashboards
-# ---------------------------------------------------------------------------
-
-HEARTBEAT_INTERVAL = 30  # seconds between ping broadcasts
-HEARTBEAT_TIMEOUT = 10   # seconds to wait for a pong before disconnect
-
-
-class ConnectionManager:
-    """Tracks active WebSocket connections grouped by ``company_id``.
-
-    Thread-safe for concurrent connect/disconnect calls from multiple
-    ASGI workers (single-process via ``asyncio.Lock``).
-    """
-
-    def __init__(self) -> None:
-        self._connections: dict[str, set[WebSocket]] = {}
-        self._lock = asyncio.Lock()
-
-    async def connect(self, company_id: str, ws: WebSocket) -> None:
-        """Accept a new WebSocket and register it under ``company_id``."""
-        await ws.accept()
-        async with self._lock:
-            self._connections.setdefault(company_id, set()).add(ws)
-
-    async def disconnect(self, company_id: str, ws: WebSocket) -> None:
-        """Remove a WebSocket from the pool."""
-        async with self._lock:
-            connections = self._connections.get(company_id)
-            if connections:
-                connections.discard(ws)
-                # Clean up empty company groups
-                if not connections:
-                    del self._connections[company_id]
-
-    async def broadcast(self, company_id: str, message: dict) -> int:
-        """Send a JSON message to every client in a company group.
-
-        Returns:
-            Number of successfully sent messages.
-        """
-        payload = json.dumps(message, default=str)
-        sent = 0
-        async with self._lock:
-            connections = set(self._connections.get(company_id, []))
-
-        for ws in connections:
-            try:
-                await ws.send_text(payload)
-                sent += 1
-            except Exception:
-                await self.disconnect(company_id, ws)
-        return sent
-
-    async def broadcast_all(self, message: dict) -> int:
-        """Send a JSON message to **all** connected clients."""
-        payload = json.dumps(message, default=str)
-        sent = 0
-        async with self._lock:
-            all_connections = {
-                ws for group in self._connections.values() for ws in group
-            }
-
-        for ws in all_connections:
-            try:
-                await ws.send_text(payload)
-                sent += 1
-            except Exception:
-                pass
-        return sent
-
-    async def ping_all(self) -> None:
-        """Send a ``{"type": "ping"}`` heartbeat to every connection.
-
-        Connections that fail to receive the ping are removed.
-        """
-        async with self._lock:
-            # Snapshot all connections under lock so iteration is safe
-            snapshot = {
-                cid: set(ws_set) for cid, ws_set in self._connections.items()
-            }
-
-        for cid, ws_set in snapshot.items():
-            for ws in list(ws_set):
-                try:
-                    await ws.send_json({"type": "ping"})
-                except Exception:
-                    await self.disconnect(cid, ws)
-
-    @property
-    def active_count(self) -> int:
-        """Total number of connected clients across all companies."""
-        return sum(len(ws_set) for ws_set in self._connections.values())
-
-
-# Singleton — reused across lifespan and WebSocket route
-connection_manager = ConnectionManager()
-
-
-async def _heartbeat_loop() -> None:
-    """Background task: broadcast ping every ``HEARTBEAT_INTERVAL`` seconds.
-
-    Clients that fail the ping are disconnected automatically by
-    ``ConnectionManager.ping_all()``.
-    """
-    while True:
-        await asyncio.sleep(HEARTBEAT_INTERVAL)
-        try:
-            await connection_manager.ping_all()
-            count = connection_manager.active_count
-            if count:
-                print(f"[WS] Heartbeat sent to {count} active connection(s)")
-        except Exception as exc:
-            print(f"[WS] Heartbeat error: {exc}")
-
-
-# ---------------------------------------------------------------------------
-# SLA helper functions (must be defined before save_ticket uses them)
-# ---------------------------------------------------------------------------
-
-def calculate_sla_breach_at(priority: str) -> datetime.datetime:
-    """Return the UTC datetime by which the ticket must be resolved."""
-    hours_map = {"critical": 2, "high": 8, "medium": 24, "low": 72}
-    hours = hours_map.get(str(priority).lower().strip(), 72)
-    return datetime.datetime.now(datetime.timezone.utc) + datetime.timedelta(hours=hours)
-
-
-def calculate_sla_response_at(priority: str) -> datetime.datetime:
-    """Return the UTC datetime by which the ticket must receive a first response."""
-    hours_map = {"critical": 0.5, "high": 2, "medium": 6, "low": 18}
-    hours = hours_map.get(str(priority).lower().strip(), 6)
-    return datetime.datetime.now(datetime.timezone.utc) + datetime.timedelta(hours=hours)
-
-
-def classify_sla_status(sla_breach_at: str | None) -> str:
-    """Return 'BREACHED', 'WARNING', or 'ACTIVE' based on the breach time."""
-    if not sla_breach_at:
-        return "ACTIVE"
-    try:
-        clean_val = str(sla_breach_at).replace("Z", "+00:00")
-        deadline = datetime.datetime.fromisoformat(clean_val)
-        if deadline.tzinfo is None:
-            deadline = deadline.replace(tzinfo=datetime.timezone.utc)
-    except Exception:
-        return "ACTIVE"
-
-    now = datetime.datetime.now(datetime.timezone.utc)
-    if deadline <= now:
-        return "BREACHED"
-    if deadline - now <= datetime.timedelta(hours=1):
-        return "WARNING"
-    return "ACTIVE"
+from backend.services.sla_service import (
+    calculate_sla_breach_at,
+    calculate_sla_response_at,
+    classify_sla_status,
+    load as load_sla_service,
+    run_sla_escalation_loop,
+)
+from backend.services.spam_detector_service import analyze_spam_phishing
 
 
 # ---------------------------------------------------------------------------
@@ -278,62 +124,13 @@ def detect_semantic_duplicate(text: str, *, company_id: str | None, threshold: f
         duplicate_result["parent_ticket_id"] = duplicate_result.get("duplicate_ticket_id")
         duplicate_result["is_potential_duplicate"] = duplicate_result.get("is_duplicate", False)
         return duplicate_result
-
-
-def classify_ticket_text(text: str) -> dict:
-    """Run the local classifier cascade with ONNX as the offline fallback path."""
-    cached = redis_cache.get_classification(text)
-    if cached:
-        return cached
-
-    result = _classify_ticket_text_uncached(text)
-    redis_cache.set_classification(text, result)
-    return result
-
-
-def _classify_ticket_text_uncached(text: str) -> dict:
-    try:
-        classification_v3_res = classifier_v3.predict(text)
-        if "error" not in classification_v3_res:
-            cat = classification_v3_res.get("Category", {}).get("prediction", "Unknown")
-            sub = classification_v3_res.get("Subcategory", {}).get("prediction", "Unknown")
-            pri = classification_v3_res.get("priority", {}).get("prediction", "Medium")
-            conf = classification_v3_res.get("Category", {}).get("confidence", 0.0)
-
-            from backend.services.classifier_service import TEAM_MAP, AUTO_RESOLVE_SUBS
-            return {
-                "category": cat,
-                "subcategory": sub,
-                "priority": pri,
-                "auto_resolve": sub in AUTO_RESOLVE_SUBS,
-                "assigned_team": TEAM_MAP.get(cat, "General Support"),
-                "confidence": float(conf),
-            }
-    except Exception:
-        traceback.print_exc()
-
-    try:
-        onnx_result = onnx_classifier.predict(text)
-        if onnx_result:
-            return onnx_result
-    except Exception as error:
-        print(f"[ONNX] Fallback classification skipped: {error}")
-
-    try:
-        return classifier_service.predict(text)
-    except Exception:
-        traceback.print_exc()
-        return {
-            "category": "Unknown", "subcategory": "Unknown", "priority": "Medium",
-            "auto_resolve": False, "assigned_team": "General Support", "confidence": 0.0,
-        }
-
 class TicketRequest(BaseModel):
     text: str
     image_base64: str = ""
     image_text: str = "" # Keep for backward compatibility
     user_id: str | None = None
     company: str | None = None
+    company_id: str | None = None
     image_url: str | None = None
     confidence_threshold: float = 0.20
     duplicate_sensitivity: float = 0.85
@@ -353,6 +150,10 @@ class TicketSaveRequest(BaseModel):
     image_url: str | None = None
     company: str | None = None
     company_id: str | None = None
+    description_vector: list[float] | None = None
+    is_potential_duplicate: bool = False
+    parent_ticket_id: str | None = None
+    sla_response_due_at: str | None = None
     sla_breach_at: str
     sla_status: str | None = None
     escalation_level: int = 0
@@ -368,6 +169,8 @@ class TicketSaveRequest(BaseModel):
 class DuplicateInfo(BaseModel):
     is_duplicate: bool
     duplicate_ticket_id: str | None = None
+    parent_ticket_id: str | None = None
+    is_potential_duplicate: bool = False
     similarity: float = 0.0
 
 
@@ -377,14 +180,6 @@ class EntityInfo(BaseModel):
     confidence: float
 
 
-class SpamCheck(BaseModel):
-    is_spam: bool = False
-    risk_score: float = 0.0
-    reasons: list[str] = []
-    suspicious_urls: list[str] = []
-    matched_keywords: list[str] = []
-
-
 class TicketResponse(BaseModel):
     id: str | int | None = None
     ticket_id: str | None = None
@@ -397,6 +192,8 @@ class TicketResponse(BaseModel):
     entities: list[EntityInfo]
     duplicate_ticket: DuplicateInfo
     confidence: float
+    is_potential_duplicate: bool = False
+    parent_ticket_id: str | None = None
     needs_review: bool = False
     reasoning: str = ""
     decision_factors: list[str] = []
@@ -406,11 +203,7 @@ class TicketResponse(BaseModel):
     timeline: dict = {} # Map of step_name: timestamp
     env_metadata: dict = {} # IP, Hostname, Browser/OS
     sla_breach_at: str | None = None
-    original_text: str | None = None
-    source_language: str = "en"
-    source_language_name: str = "English"
-    was_translated: bool = False
-    spam_check: SpamCheck = SpamCheck()
+    spam_analysis: dict | None = None
     version: str = "2.1.0-Neural-Diagnostic"
 
 
@@ -438,24 +231,6 @@ class TicketRecord(BaseModel):
     timeline: dict = {} # Milestones: created, analyzed, triaged, routed, in_progress, resolved
 
 
-class AuditLogProfile(BaseModel):
-    full_name: str | None = None
-    email: str | None = None
-    profile_picture: str | None = None
-
-
-class AuditLogRecord(BaseModel):
-    id: str
-    ticket_id: str
-    company_id: str
-    performed_by: str | None = None
-    action: str
-    old_value: dict | list | str | None = None
-    new_value: dict | list | str | None = None
-    created_at: str
-    performed_by_profile: AuditLogProfile | None = None
-
-
 # --- In-Memory Database (to be replaced with SQL later) ---
 TICKETS_DB: list[TicketRecord] = []
 
@@ -478,9 +253,6 @@ classifier_service = ClassifierService()
 ner_service = NERService()
 duplicate_service = DuplicateService()
 rag_service = RagService()
-spam_service = SpamService()
-sla_engine = SLAEngine(supabase_client=None)  # Will be reassigned after supabase init
-semantic_dupe_service = SemanticDuplicateService(supabase_client=None)  # wired in lifespan
 
 try:
     from backend.services.gemini_service import GeminiService
@@ -494,82 +266,6 @@ try:
 except ImportError:
     ocr_service = None
 
-LANGUAGE_NAMES = {
-    "en": "English",
-    "es": "Spanish",
-    "de": "German",
-    "hi": "Hindi",
-    "fr": "French",
-    "it": "Italian",
-    "pt": "Portuguese",
-    "ja": "Japanese",
-    "ko": "Korean",
-    "zh": "Chinese",
-    "ar": "Arabic",
-    "ru": "Russian",
-}
-
-def _heuristic_language_detection(text: str) -> dict:
-    sample = (text or "").strip()
-    if not sample:
-        return {"code": "en", "name": "English"}
-    ascii_chars = sum(1 for c in sample if ord(c) < 128)
-    ratio = ascii_chars / max(len(sample), 1)
-    if ratio > 0.97:
-        return {"code": "en", "name": "English"}
-    return {"code": "unknown", "name": "Unknown"}
-
-def detect_and_translate_ticket_text(text: str) -> dict:
-    original_text = (text or "").strip()
-    if not original_text:
-        return {
-            "text_for_analysis": text or "",
-            "source_language": "en",
-            "source_language_name": "English",
-            "was_translated": False,
-            "original_text": "",
-            "metadata":{},
-        }
-
-    detected = _heuristic_language_detection(original_text)
-    if gemini_service and getattr(gemini_service, "_initialized", False):
-        detected = gemini_service.detect_language(original_text)
-
-    source_code = str(detected.get("code", "en")).lower()
-    source_name = detected.get("name") or LANGUAGE_NAMES.get(source_code, source_code.upper())
-    if source_code in ("en", "eng"):
-        return {
-            "text_for_analysis": original_text,
-            "source_language": "en",
-            "source_language_name": "English",
-            "was_translated": False,
-            "original_text": original_text,
-            "metadata":{},
-        }
-
-    translated_text = original_text
-    if gemini_service and getattr(gemini_service, "_initialized", False):
-        translated_text = gemini_service.translate_to_english(original_text, source_name)
-
-    if not translated_text or translated_text.strip() == original_text:
-        return {
-            "text_for_analysis": original_text,
-            "source_language": source_code,
-            "source_language_name": source_name,
-            "was_translated": False,
-            "original_text": original_text,
-            "metadata":{},
-        }
-
-    return {
-        "text_for_analysis": translated_text.strip(),
-        "source_language": source_code,
-        "source_language_name": source_name,
-        "was_translated": True,
-        "original_text": original_text,
-        "metadata":{},
-    }
-
 
 # ---------------------------------------------------------------------------
 # Lifespan (startup / shutdown)
@@ -578,17 +274,13 @@ def detect_and_translate_ticket_text(text: str) -> dict:
 async def lifespan(app: FastAPI):
     """Load all models at startup."""
     print("[Startup] Loading AI models ...")
-    try:
-        redis_cache.connect()
-    except Exception as e:
-        print(f"[WARNING] Redis cache not available: {e}")
     try:
         classifier_service.load()
-    except FileNotFoundError as e:
+    except Exception as e:
         print(f"[WARNING] Classifier not loaded: {e}")
     try:
         ner_service.load()
-    except FileNotFoundError as e:
+    except Exception as e:
         print(f"[WARNING] NER not loaded: {e}")
     try:
         duplicate_service.load()
@@ -598,51 +290,50 @@ async def lifespan(app: FastAPI):
         rag_service.load()
     except Exception as e:
         print(f"[WARNING] RAG service not loaded: {e}")
-    try:
-        onnx_classifier.load()
-    except Exception as e:
-        print(f"[WARNING] ONNX classifier fallback not loaded: {e}")
     
     if gemini_service:
         print(f"[Startup] Gemini Service: {'Initialized' if gemini_service._initialized else 'FAILED (Key missing or SDK error)'}")
     else:
         print("[Startup] Gemini Service: NOT LOADED (Import failed)")
 
-    # Wire services with supabase client
-    sla_engine.supabase = supabase
-    semantic_dupe_service.supabase = supabase
-
-    # Pre-load embedding model so first ticket save is fast
-    try:
-        semantic_dupe_service.load()
-        print(f"[Startup] Semantic Duplicate Detection: {'Loaded' if semantic_dupe_service._loaded else 'Failed (model missing)'}")
-    except Exception as e:
-        print(f"[Startup] Semantic Duplicate Detection load error: {e}")
-    print(f"[Startup] SLA Engine: {'Initialized' if supabase else 'Offline (no DB)'}")
-
-    # Start background SLA checker as an async task (every 5 minutes)
-    if supabase:
-        from backend.sla_checker import sla_checker_loop_async
-        asyncio.create_task(sla_checker_loop_async(supabase, interval_seconds=300))
-        print("[Startup] SLA background checker started (interval=300s)")
-
     print("[Startup] Classifier V2 Shadow: Ready.")
-    print(f"[Startup] ONNX MiniLM Fallback: {'READY' if getattr(onnx_classifier, '_loaded', False) else 'DEGRADED (artifacts missing)'}")
     print("[Startup] Ready.")
+    # Strict health checks: fail loudly when core model assets are unavailable.
+    # Set ALLOW_DEGRADED_STARTUP=1 to permit degraded startup for local/dev convenience.
+    try:
+        strict_mode = os.environ.get("ALLOW_DEGRADED_STARTUP", "0") != "1"
+    except Exception:
+        strict_mode = True
 
-    # Start WebSocket heartbeat background loop
-    heartbeat_task = asyncio.create_task(_heartbeat_loop())
-    print("[Startup] WebSocket heartbeat loop started (interval=30s).")
+    classifier_loaded_flag = getattr(classifier_service, "_loaded", False)
+    ner_loaded_flag = getattr(ner_service, "_loaded", False)
 
-    yield
+    if strict_mode and not classifier_loaded_flag:
+        raise RuntimeError("[Startup-FATAL] Classifier assets not loaded. Set ALLOW_DEGRADED_STARTUP=1 to bypass.")
 
-    # Cancel background tasks on shutdown
-    heartbeat_task.cancel()
+    sla_task = None
     try:
-        await heartbeat_task
-    except asyncio.CancelledError:
-        pass
-    print("[Shutdown] Cleaning up ...")
+        if supabase and os.environ.get("SLA_ESCALATION_ENABLED", "true").lower() == "true":
+            notification_router = None
+            try:
+                from backend.services.notification_routing import load as load_notification_router
+                notification_router = load_notification_router()
+            except Exception as e:
+                print(f"[WARNING] Notification router not loaded for SLA service: {e}")
+            sla_service = load_sla_service(supabase, notification_router)
+            interval = int(os.environ.get("SLA_ESCALATION_INTERVAL_SECONDS", "300"))
+            sla_task = asyncio.create_task(run_sla_escalation_loop(sla_service, interval_seconds=interval))
+            print(f"[Startup] SLA escalation loop enabled ({interval}s interval).")
+
+        yield
+    finally:
+        if sla_task:
+            sla_task.cancel()
+            try:
+                await sla_task
+            except asyncio.CancelledError:
+                pass
+        print("[Shutdown] Cleaning up ...")
 
 
 # ---------------------------------------------------------------------------
@@ -673,8 +364,6 @@ app.add_middleware(
     allow_headers=["*"],
 )
 
-app.include_router(auth_cookie_router)
-
 
 # ---------------------------------------------------------------------------
 # Root & Health check
@@ -761,6 +450,17 @@ async def root():
     """
 
 
+async def verify_metrics_token(x_metrics_token: str | None = Header(default=None)):
+    expected_token = os.environ.get("METRICS_TOKEN")
+    if expected_token and x_metrics_token != expected_token:
+        raise HTTPException(status_code=403, detail="Forbidden")
+
+
+@app.get("/metrics", dependencies=[Depends(verify_metrics_token)])
+def metrics():
+    return Response(content=generate_latest(), media_type=CONTENT_TYPE_LATEST)
+
+
 @app.get("/health", response_model=HealthResponse)
 async def health_check():
     return HealthResponse(
@@ -773,18 +473,29 @@ async def health_check():
 @app.get("/ready", response_model=ReadinessResponse)
 async def readiness_check():
     require_supabase = os.environ.get("REQUIRE_SUPABASE", "false").lower() == "true"
+    allow_degraded = os.environ.get("ALLOW_DEGRADED_STARTUP", "0") == "1"
+    
     checks = {
         "api": True,
         "classifier_loaded": classifier_service._loaded,
         "ner_loaded": ner_service._loaded,
-        "duplicate_index_loaded": duplicate_service._loaded,
-        "rag_loaded": rag_service._loaded,
+        "duplicate_index_loaded": duplicate_service.is_available(),
+        "rag_loaded": rag_service.is_available(),
     }
     if require_supabase:
         checks["supabase_configured"] = supabase is not None
 
-    if all(checks.values()):
-        return ReadinessResponse(status="ready", checks=checks)
+    # In degraded mode, duplicate and RAG services are optional
+    if allow_degraded:
+        required_checks = {k: v for k, v in checks.items() if k not in ["duplicate_index_loaded", "rag_loaded"]}
+        all_required_pass = all(required_checks.values())
+        
+        if all_required_pass:
+            return ReadinessResponse(status="ready", checks=checks)
+    else:
+        # Strict mode: all checks must pass
+        if all(checks.values()):
+            return ReadinessResponse(status="ready", checks=checks)
 
     return JSONResponse(
         status_code=503,
@@ -912,66 +623,44 @@ async def log_correction(raw_request: Request):
 # ---------------------------------------------------------------------------
 # Ticket operations (Now via Supabase)
 # ---------------------------------------------------------------------------
-MASTER_TICKET_ROLES = {"master_admin", "super_admin", "superadmin", "owner"}
-
-
-def _get_auth_user_id(user: dict) -> str:
-    user_id = user.get("id") or user.get("sub") or user.get("user_id")
-    if not user_id:
-        raise HTTPException(status_code=401, detail="Invalid authenticated user")
-    return str(user_id)
-
-
-def _get_authenticated_profile(user: dict) -> dict:
-    user_id = _get_auth_user_id(user)
-    res = (
-        supabase.table("profiles")
-        .select("id, company_id, company, role")
-        .eq("id", user_id)
-        .single()
-        .execute()
-    )
-    if not res.data:
-        raise HTTPException(status_code=403, detail="User profile not found")
-    return res.data
-
-
-def _is_master_ticket_reader(profile: dict) -> bool:
-    role = str(profile.get("role") or "").lower()
-    return role in MASTER_TICKET_ROLES
-
-
-def _ticket_company_scope(profile: dict, requested_company_id: str | None = None) -> str | None:
-    if _is_master_ticket_reader(profile):
-        return requested_company_id
-
-    company_id = profile.get("company_id")
-    if not company_id:
-        raise HTTPException(status_code=403, detail="User tenant is not configured")
-    if requested_company_id and requested_company_id != company_id:
-        raise HTTPException(status_code=403, detail="User not authorized for this tenant")
-    return str(company_id)
-
-
 @app.get("/tickets")
-async def get_tickets(
-    company_id: str | None = None,
-    current_user: dict = Depends(get_current_user),
-):
+async def get_tickets(company_id: str | None = None):
     """Fetch persistent tickets from Supabase."""
     if not supabase:
         raise HTTPException(status_code=500, detail="Database connection not initialized")
-
-    profile = _get_authenticated_profile(current_user)
-    company_scope = _ticket_company_scope(profile, company_id)
     
     query = supabase.table("tickets").select("*").order("created_at", desc=True)
-    if company_scope:
-        query = query.eq("company_id", company_scope)
+    if company_id:
+        query = query.eq("company_id", company_id)
         
     res = query.execute()
     return res.data
 
+@app.get("/tickets/search")
+async def search_tickets(q: str | None = None, company_id: str | None = None, limit: int = 50, offset: int = 0):
+    """Search tickets using tenant-safe full-text search."""
+    if not supabase:
+        raise HTTPException(status_code=500, detail="Database connection not initialized")
+
+    if not q:
+        raise HTTPException(status_code=400, detail="Search query is required")
+    if not company_id:
+        raise HTTPException(status_code=400, detail="company_id is required for tenant-safe search")
+
+    try:
+        result = supabase.rpc(
+            "search_tickets",
+            {
+                "query_text": q,
+                "company_id": company_id,
+                "limit_rows": limit,
+                "offset_rows": offset,
+            },
+        ).execute()
+        return result.data or []
+    except Exception as e:
+        raise HTTPException(status_code=500, detail=f"Search failed: {e}")
+
 @app.post("/tickets/save")
 async def save_ticket(request_body: TicketSaveRequest):
     """
@@ -982,80 +671,64 @@ async def save_ticket(request_body: TicketSaveRequest):
         raise HTTPException(status_code=500, detail="Supabase connection not initialized.")
 
     logger = logging.getLogger(__name__)
-    final_data = request_body.model_dump()
-    original_subject = final_data.get("subject", "") or ""
-    original_description = final_data.get("description", "") or ""
-
-    # Detect language and translate subject/description into English before downstream routing/indexing.
-    translation_probe_text = (original_description.strip() or original_subject.strip())
-    translation_ctx = detect_and_translate_ticket_text(translation_probe_text)
-    metadata = final_data.get("metadata") or {}
-    if translation_ctx["was_translated"]:
-        translated_subject = gemini_service.translate_to_english(original_subject, translation_ctx["source_language_name"]) if original_subject else original_subject
-        translated_description = gemini_service.translate_to_english(original_description, translation_ctx["source_language_name"]) if original_description else original_description
-        final_data["subject"] = translated_subject or original_subject
-        final_data["description"] = translated_description or original_description
-        metadata["original_text"] = {
-            "subject": original_subject,
-            "description": original_description,
-        }
-    metadata["translation"] = {
-        "translated": bool(translation_ctx["was_translated"]),
-        "source_language": translation_ctx["source_language"],
-        "source_language_name": translation_ctx["source_language_name"],
-    }
-    final_data["metadata"] = metadata
-
-    # Backfill SLA deadlines/status when the client omits or sends empty values.
-    priority_key = str(final_data.get("priority") or "medium").lower().strip()
-    now_utc = datetime.datetime.now(datetime.timezone.utc)
-
-    if not str(final_data.get("sla_breach_at") or "").strip():
-        final_data["sla_breach_at"] = compute_sla_breach_at(priority_key, now_utc)
-
-    if not str(final_data.get("sla_response_due_at") or "").strip():
-        policy = get_sla_policy(priority_key)
-        response_hours = max(1, int(round(float(policy["max_hours"]) * 0.25)))
-        response_due_at = now_utc + datetime.timedelta(hours=response_hours)
-        final_data["sla_response_due_at"] = response_due_at.isoformat()
-
-    if not str(final_data.get("sla_status") or "").strip():
-        final_data["sla_status"] = "ACTIVE"
-    # Resolve tenant linkage from user profile with authorization validation.
-    profile = {}
-    if request_body.user_id:
-        try:
-            profile_res = (
-                supabase.table("profiles")
-                .select("company_id, company")
-                .eq("id", request_body.user_id)
-                .single()
-                .execute()
-            )
-            profile = profile_res.data or {}
-            if not profile:
-                raise HTTPException(status_code=404, detail="User profile not found")
-        except HTTPException:
-            raise
-        except Exception as profile_error:
-            logger.error(f"Tenant resolution error for user {request_body.user_id}: {profile_error}")
-            raise HTTPException(status_code=503, detail="Failed to resolve tenant linkage") from profile_error
-
-    # Validate tenant consistency and authorization.
-    profile_company_id = profile.get("company_id")
-    if final_data.get("company_id"):
-        # User provided company_id: verify it matches their profile.
-        if profile_company_id and final_data["company_id"] != profile_company_id:
-            logger.warning(f"Tenant mismatch: user {request_body.user_id} attempted {final_data['company_id']}, assigned to {profile_company_id}")
-            raise HTTPException(status_code=403, detail="User not authorized for this tenant")
-    elif profile_company_id:
-        # Backfill company_id from profile.
-        final_data["company_id"] = profile_company_id
-    elif request_body.user_id:
-        # User has no tenant assignment.
-        raise HTTPException(status_code=400, detail="User has no tenant assignment")
-
     try:
+        final_data = request_body.dict()
+
+        # Resolve tenant linkage from user profile with authorization validation.
+        profile = {}
+        if request_body.user_id:
+            try:
+                profile_res = (
+                    supabase.table("profiles")
+                    .select("company_id, company")
+                    .eq("id", request_body.user_id)
+                    .single()
+                    .execute()
+                )
+                profile = profile_res.data or {}
+                if not profile:
+                    raise HTTPException(status_code=404, detail="User profile not found")
+                
+                # SELF-HEALING: If company_id is null in database but company name exists, resolve it!
+                if not profile.get("company_id") and profile.get("company"):
+                    try:
+                        comp_name = profile.get("company").strip()
+                        comp_res = (
+                            supabase.table("companies")
+                            .select("id")
+                            .ilike("name", comp_name)
+                            .execute()
+                        )
+                        if comp_res.data:
+                            resolved_company_id = comp_res.data[0]["id"]
+                            # Backfill the profile table in real-time
+                            supabase.table("profiles").update({"company_id": resolved_company_id}).eq("id", request_body.user_id).execute()
+                            profile["company_id"] = resolved_company_id
+                            logger.info(f"[SELF-HEALING] Backfilled company_id={resolved_company_id} for user={request_body.user_id}")
+                    except Exception as healing_err:
+                        logger.warning(f"[SELF-HEALING WARNING] Failed to backfill company_id: {healing_err}")
+            except HTTPException:
+                raise
+            except Exception as profile_error:
+                user_hash = hashlib.sha256(str(request_body.user_id).encode()).hexdigest()[:8]
+                logger.error(f"Tenant resolution error for user {user_hash}: {profile_error}")
+                raise HTTPException(status_code=503, detail="Failed to resolve tenant linkage") from profile_error
+
+        # Validate tenant consistency and authorization.
+        profile_company_id = profile.get("company_id")
+        if final_data.get("company_id"):
+            # User provided company_id: verify it matches their profile.
+            if profile_company_id and final_data["company_id"] != profile_company_id:
+                user_hash = hashlib.sha256(str(request_body.user_id).encode()).hexdigest()[:8]
+                logger.warning(f"Tenant mismatch: user {user_hash} attempted {final_data['company_id']}, assigned to {profile_company_id}")
+                raise HTTPException(status_code=403, detail="User not authorized for this tenant")
+        elif profile_company_id:
+            # Backfill company_id from profile.
+            final_data["company_id"] = profile_company_id
+        elif request_body.user_id:
+            # User has no tenant assignment.
+            raise HTTPException(status_code=400, detail="User has no tenant assignment")
+
         # Backfill company name if missing.
         if not final_data.get("company") and profile.get("company"):
             final_data["company"] = profile["company"]
@@ -1068,31 +741,32 @@ async def save_ticket(request_body: TicketSaveRequest):
         final_data["sla_status"] = final_data.get("sla_status") or classify_sla_status(final_data.get("sla_breach_at"))
         final_data["escalation_level"] = int(final_data.get("escalation_level") or 0)
 
+        import hashlib
         user_hash = hashlib.sha256(str(request_body.user_id).encode()).hexdigest()[:8]
         logger.info(f"Tenant linkage: user_hash={user_hash}, company_id={final_data.get('company_id')}")
 
         duplicate_text = (request_body.description or "").strip() or (request_body.subject or "").strip()
-        duplicate_threshold = get_duplicate_threshold(final_data.get("company_id"), 0.85)  # noqa: F841
+        duplicate_threshold = get_duplicate_threshold(final_data.get("company_id"), 0.85)
+        duplicate_result = {
+            "is_duplicate": False,
+            "duplicate_ticket_id": None,
+            "parent_ticket_id": None,
+            "is_potential_duplicate": False,
+            "similarity": 0.0,
+        }
 
+        if duplicate_text:
+            duplicate_result = detect_semantic_duplicate(
+                duplicate_text,
+                company_id=final_data.get("company_id"),
+                threshold=duplicate_threshold,
+            )
+            final_data["description_vector"] = duplicate_service.generate_embedding(duplicate_text)
+        else:
+            final_data["description_vector"] = None
 
-        # Semantic duplicate check BEFORE inserting the ticket
-        # This allows us to warn the user before confirming
-        duplicate_check_result = None
-        try:
-            dupe_text = (request_body.description or request_body.subject or "").strip()
-            if dupe_text:
-                duplicate_check_result = await semantic_dupe_service.check_duplicate(
-                    text=dupe_text,
-                    company_id=final_data.get("company_id"),
-                )
-                if duplicate_check_result["is_duplicate"]:
-                    logger.info(
-                        f"[DUPLICATE] Ticket flagged as potential duplicate of "
-                        f"{duplicate_check_result['duplicate_ticket_id']} "
-                        f"(similarity: {duplicate_check_result['similarity']})"
-                    )
-        except Exception as e:
-            logger.warning(f"[DUPLICATE] Semantic check error (non-fatal): {e}")
+        final_data["is_potential_duplicate"] = duplicate_result.get("is_potential_duplicate", False)
+        final_data["parent_ticket_id"] = duplicate_result.get("parent_ticket_id")
 
         # --- Sanitize payload to only include valid Supabase DB columns ---
         # Extra AI telemetry and non-existent schema fields are merged into the metadata JSONB column
@@ -1100,14 +774,14 @@ async def save_ticket(request_body: TicketSaveRequest):
         VALID_TICKET_COLUMNS = {
             "user_id", "subject", "description", "category", "subcategory",
             "priority", "assigned_team", "status", "auto_resolve", "is_duplicate",
-            "confidence", "image_url", "company", "company_id",
-            "sla_breach_at", "sla_response_due_at", "sla_status", "escalation_level", "metadata",
+            "confidence", "image_url", "company", "company_id", "sla_breach_at", "metadata",
         }
         # Merge any extra telemetry and SLA/duplicate fields into metadata before filtering
         existing_metadata = final_data.get("metadata") or {}
         extra_keys = (
             "entities", "solution_steps", "ocr_text", "needs_review", "routing_confidence",
-            "is_potential_duplicate", "parent_ticket_id"
+            "is_potential_duplicate", "parent_ticket_id", "sla_response_due_at", "sla_status", "escalation_level",
+            "spam_analysis"
         )
         for extra_key in extra_keys:
             if extra_key in final_data and final_data[extra_key] not in (None, "", [], {}):
@@ -1124,29 +798,19 @@ async def save_ticket(request_body: TicketSaveRequest):
             
         ticket_id = res.data[0]["id"]
 
-        # If duplicate detected, link parent ticket
-        if duplicate_check_result and duplicate_check_result["is_duplicate"]:
-            try:
-                supabase.table("tickets").update({
-                    "is_potential_duplicate": True,
-                    "parent_ticket_id": duplicate_check_result["duplicate_ticket_id"],
-                }).eq("id", ticket_id).execute()
-            except Exception as e:
-                logger.warning(f"[DUPLICATE] Failed to link parent ticket: {e}")
-
-        # Index the new ticket's embedding for future duplicate checks
-        embedding_indexed = False
-        description_text = (request_body.description or "").strip()
-        subject_text = (request_body.subject or "").strip()
-        duplicate_text = description_text or subject_text
+        duplicate_indexed = True
+        duplicate_index_warning = None
         if duplicate_text:
             try:
-                # Both: old in-memory index (for backward compat) and new pgvector index
                 duplicate_service.add_ticket(str(ticket_id), duplicate_text)
-                asyncio.create_task(semantic_dupe_service.index_ticket(ticket_id, duplicate_text))
-                embedding_indexed = True
             except Exception as index_error:
-                logger.warning(f"[INDEX] Failed to index ticket {ticket_id}: {index_error}")
+                duplicate_indexed = False
+                duplicate_index_warning = "Duplicate index update failed."
+                print(f"[WARNING] {duplicate_index_warning} ticket_id={ticket_id} error={index_error}")
+        else:
+            duplicate_indexed = False
+            duplicate_index_warning = "Duplicate index update skipped: no description or subject text was provided."
+            print(f"[WARNING] {duplicate_index_warning}")
         
         # Add initial system diagnostic message
         msg = "Our Neural Engine has successfully triaged your issue and routed it to the designated team."
@@ -1164,157 +828,30 @@ async def save_ticket(request_body: TicketSaveRequest):
         response = {
             "status": "success",
             "ticket_id": ticket_id,
-            "duplicate_indexed": embedding_indexed,
+            "duplicate_indexed": duplicate_indexed,
+            "is_potential_duplicate": final_data["is_potential_duplicate"],
+            "parent_ticket_id": final_data["parent_ticket_id"],
         }
-        if duplicate_check_result and duplicate_check_result["is_duplicate"]:
-            response["duplicate_warning"] = True
-            response["parent_ticket_id"] = duplicate_check_result["duplicate_ticket_id"]
-            response["parent_subject"] = duplicate_check_result.get("parent_subject")
-            response["similarity"] = duplicate_check_result["similarity"]
-            response["candidates"] = duplicate_check_result.get("candidates", [])
-        
-        # Broadcast the new/updated ticket to all WebSocket clients for this company
-        company_id = final_data.get("company_id")
-        if company_id:
-            asyncio.create_task(
-                connection_manager.broadcast(
-                    company_id,
-                    {
-                        "type": "ticket_update",
-                        "event": "created",
-                        "ticket": insert_data,
-                        "ticket_id": str(ticket_id),
-                    },
-                )
-            )
+        if duplicate_index_warning:
+            response["duplicate_index_warning"] = duplicate_index_warning
         return response
 
     except Exception as e:
         traceback.print_exc()
         raise HTTPException(status_code=500, detail=str(e))
 
-@app.websocket("/ws/{company_id}")
-async def websocket_endpoint(ws: WebSocket, company_id: str):
-    """Real-time WebSocket feed for a company's ticket dashboard.
-
-    Protocol:
-        - Server sends ``{"type": "ping"}`` every 30s (heartbeat).
-        - Client must respond with ``{"type": "pong"}`` within 10s.
-        - Server pushes ``{"type": "ticket_update", ...}`` on changes.
-
-    Usage (frontend):
-        const socket = new WebSocket("ws://host:7860/ws/{company_id}");
-        socket.onmessage = (event) => { const msg = JSON.parse(event.data); };
-    """
-    if not company_id or not company_id.strip():
-        await ws.close(code=4000, reason="Missing company_id")
-        return
-
-    company_id = company_id.strip()
-    await connection_manager.connect(company_id, ws)
-    print(f"[WS] Client connected — company_id={company_id}")
-
-    try:
-        while True:
-            raw = await ws.receive_text()
-            if not raw.strip():
-                continue
-            try:
-                data = json.loads(raw)
-            except json.JSONDecodeError:
-                continue  # ignore malformed frames
-
-            # Handle pong response
-            if data.get("type") == "pong":
-                continue
-
-    except WebSocketDisconnect:
-        pass
-    except Exception as exc:
-        print(f"[WS] Connection error for company_id={company_id}: {exc}")
-    finally:
-        await connection_manager.disconnect(company_id, ws)
-        print(f"[WS] Client disconnected — company_id={company_id}")
-
-
 @app.get("/tickets/{ticket_id}")
-async def get_ticket_by_id(
-    request: Request,
-    ticket_id: str,
-    current_user: dict = Depends(get_current_user),
-):
+async def get_ticket_by_id(ticket_id: str):
     """Fetch single persistent ticket."""
     if not supabase:
         raise HTTPException(status_code=500, detail="Database connection not initialized")
-
-    # Guard route overlap where '/tickets/search' may be matched here first.
-    if ticket_id == "search":
-        return await search_tickets(
-            q=request.query_params.get("q", ""),
-            company_id=request.query_params.get("company_id"),
-            current_user=current_user,
-        )
-
-    profile = _get_authenticated_profile(current_user)
-    company_scope = _ticket_company_scope(profile)
+    
     res = supabase.table("tickets").select("*").eq("id", ticket_id).single().execute()
     if not res.data:
         raise HTTPException(status_code=404, detail="Ticket not found")
-    if company_scope and res.data.get("company_id") != company_scope:
-        raise HTTPException(status_code=403, detail="User not authorized for this tenant")
     return res.data
 
 
-@app.get("/tickets/{ticket_id}/audit_logs", response_model=list[AuditLogRecord])
-async def get_ticket_audit_logs(ticket_id: str, company_id: str):
-    """Return a company-scoped chronological audit trail for a ticket."""
-    if not supabase:
-        raise HTTPException(status_code=500, detail="Database connection not initialized")
-
-    try:
-        service = AuditLogService(supabase)
-        return service.get_ticket_audit_logs(ticket_id, company_id)
-    except AuditLogAccessError as err:
-        raise HTTPException(status_code=err.status_code, detail=err.detail)
-
-
-@app.get("/tickets/search")
-async def search_tickets(
-    q: str,
-    company_id: str | None = None,
-    current_user: dict = Depends(get_current_user),
-):
-    """Search tickets by query text, optionally scoped by company_id."""
-    if not supabase:
-        raise HTTPException(status_code=500, detail="Database connection not initialized")
-    query_text = (q or "").strip()
-    if not query_text:
-        raise HTTPException(status_code=400, detail="Query text is required")
-
-    profile = _get_authenticated_profile(current_user)
-    company_scope = _ticket_company_scope(profile, company_id)
-
-    try:
-        rpc_res = supabase.rpc(
-            "search_tickets",
-            {"query_text": query_text, "company_id": company_scope},
-        ).execute()
-        return rpc_res.data or []
-    except Exception:
-        # Fallback for environments without RPC function support.
-        fallback = supabase.table("tickets").select("*").order("created_at", desc=True).execute()
-        rows = fallback.data or []
-        lowered = query_text.lower()
-        filtered = [
-            row for row in rows
-            if lowered in str(row.get("subject", "")).lower()
-            or lowered in str(row.get("description", "")).lower()
-        ]
-        if company_scope:
-            filtered = [row for row in filtered if row.get("company_id") == company_scope]
-        return filtered
-
-
 @app.post("/tickets", response_model=TicketRecord)
 async def create_ticket(ticket: TicketRecord):
     """Save a new ticket into the system."""
@@ -1353,6 +890,11 @@ async def analyze_ticket(request_body: TicketRequest, request: Request):
     Main endpoint for analyzing a new ticket using the cascade of local AI models.
     """
     text = request_body.text
+
+    settings = get_system_settings(request_body.company_id)
+    confidence_threshold = settings["ai_confidence_threshold"]
+    duplicate_sensitivity = settings["duplicate_sensitivity"]
+    enable_auto_resolve = settings["enable_auto_resolve"]
     
     # Grab client metadata
     client_ip = request.client.host if request.client else "unknown"
@@ -1374,9 +916,8 @@ async def analyze_ticket(request_body: TicketRequest, request: Request):
             text = f"{text} {local_ocr_text}".strip()
             print(f"[AI] OCR added {len(local_ocr_text)} chars to context.")
 
-    # Pass OCR-enriched text downstream so the analyze_only endpoint uses it.
-    enriched = request_body.model_copy(update={"text": text, "image_text": local_ocr_text})
-    return await analyze_only(enriched)
+    # Initalize Timeline
+    return await analyze_only(request_body)
 
 @app.post("/ai/analyze")
 async def analyze_only(request_body: TicketRequest):
@@ -1386,8 +927,6 @@ async def analyze_only(request_body: TicketRequest):
     and duplicate check before committing to a ticket creation.
     """
     text = request_body.text
-    translation_ctx = detect_and_translate_ticket_text(text)
-    text = translation_ctx["text_for_analysis"]
     print(f"[AI] Starting Analysis (READ-ONLY) for: {text[:50]}...") 
     settings = get_system_settings(request_body.company)
     confidence_threshold = settings["ai_confidence_threshold"]
@@ -1429,11 +968,9 @@ async def analyze_only(request_body: TicketRequest):
             highlights=[],
             timeline={"received": _dt.datetime.utcnow().isoformat() + "Z"},
             env_metadata={},
+            is_potential_duplicate=False,
+            parent_ticket_id=None,
             sla_breach_at=_sla_breach.isoformat().replace("+00:00", "Z"),
-            original_text=request_body.text,
-            source_language=translation_ctx["source_language"],
-            source_language_name=translation_ctx["source_language_name"],
-            was_translated=translation_ctx["was_translated"],
         )
     
     # --- Context & Environment ---
@@ -1465,18 +1002,54 @@ async def analyze_only(request_body: TicketRequest):
 
     summary = text[:100] + ("…" if len(text) > 100 else "") 
 
-    # --- Spam / Phishing Detection (runs before classification) ---
+    # --- Spam & Phishing Detection Layer ---
+    spam_result = analyze_spam_phishing(text, gemini_analysis.get("ocr_text", ""))
+
+    # --- Classification ---
     try:
-        spam_result = spam_service.check(text, gemini_analysis.get("ocr_text", ""))
+        classification_v3_res = classifier_v3.predict(text)
+        if "error" in classification_v3_res:
+            # Fallback to V1
+            classification = classifier_service.predict(text)
+        else:
+            # Parse V3 output
+            cat = classification_v3_res.get("Category", {}).get("prediction", "Unknown")
+            sub = classification_v3_res.get("Subcategory", {}).get("prediction", "Unknown")
+            pri = classification_v3_res.get("priority", {}).get("prediction", "Medium")
+            conf = classification_v3_res.get("Category", {}).get("confidence", 0.0)
+            
+            from backend.services.classifier_service import TEAM_MAP, AUTO_RESOLVE_SUBS
+            assigned_team = TEAM_MAP.get(cat, "General Support")
+            auto_resolve = sub in AUTO_RESOLVE_SUBS
+            
+            classification = {
+                "category": cat,
+                "subcategory": sub,
+                "priority": pri,
+                "auto_resolve": auto_resolve,
+                "assigned_team": assigned_team,
+                "confidence": float(conf)
+            }
     except Exception as e:
-        print(f"[SPAM ERROR] {e}")
-        spam_result = {
-            "is_spam": False, "risk_score": 0.0, "reasons": [],
-            "suspicious_urls": [], "matched_keywords": [],
+        traceback.print_exc()
+        classification = {
+            "category": "Unknown", "subcategory": "Unknown", "priority": "Medium",
+            "auto_resolve": False, "assigned_team": "General Support", "confidence": 0.0,
         }
 
-    # --- Classification ---
-    classification = classify_ticket_text(text)
+    # Apply Spam overrides if spam/phishing is detected
+    if spam_result["is_spam"]:
+        classification["category"] = "Spam"
+        if spam_result["risk_level"] == "high":
+            classification["subcategory"] = "Suspicious Phishing"
+        elif spam_result["risk_level"] == "medium":
+            classification["subcategory"] = "Spam Inquiry"
+        else:
+            classification["subcategory"] = "Low-Risk Spam"
+        classification["priority"] = "Low"
+        classification["assigned_team"] = "Security Unit"
+        classification["auto_resolve"] = False
+        classification["confidence"] = max(classification["confidence"], 0.95)
 
     timeline["ai_analyzed"] = get_now_ist()
     timeline["triaged"] = get_now_ist()
@@ -1490,10 +1063,21 @@ async def analyze_only(request_body: TicketRequest):
     timeline["metadata_harvested"] = get_now_ist()
 
     # --- Duplicate detection ---
+    duplicate_threshold = get_duplicate_threshold(request_body.company_id, duplicate_sensitivity)
     try:
-        dup_result = duplicate_service.check_duplicate(text, threshold=request_body.duplicate_sensitivity)
+        dup_result = detect_semantic_duplicate(
+            text,
+            company_id=request_body.company_id,
+            threshold=duplicate_threshold,
+        )
     except Exception:
-        dup_result = {"is_duplicate": False, "duplicate_ticket_id": None, "similarity": 0.0}
+        dup_result = {
+            "is_duplicate": False,
+            "duplicate_ticket_id": None,
+            "parent_ticket_id": None,
+            "is_potential_duplicate": False,
+            "similarity": 0.0,
+        }
 
     # --- RAG Knowledge Base Check ---
     rag_match = None
@@ -1509,26 +1093,30 @@ async def analyze_only(request_body: TicketRequest):
 
     # --- Reasoning ---
     decision_factors = []
-    if classification["confidence"] > request_body.confidence_threshold:
-        decision_factors.append(f"High confidence match for '{classification['subcategory']}'")
-    if entities:
-        decision_factors.append(f"Detected entities: {', '.join([e['text'] for e in entities[:2]])}")
-    if dup_result["is_duplicate"]:
-        decision_factors.append(f"Found similar incident ({int(dup_result['similarity']*100)}%)")
-    if rag_match:
-        decision_factors.append(f"Found solution article: '{rag_match['title']}'")
     if spam_result["is_spam"]:
-        decision_factors.append(
-            f"Flagged as spam/phishing (risk {spam_result['risk_score']:.2f})"
-        )
-        classification["assigned_team"] = "Spam / Suspicious"
-        classification["auto_resolve"] = False
+        decision_factors.append(f"Spam/Phishing detected (Risk: {spam_result['risk_level'].upper()})")
+        reasoning = f"Flagged as potential spam/phishing. Reasons: {', '.join(spam_result['reasons'])}"
+    else:
+        if classification["confidence"] > confidence_threshold:
+            decision_factors.append(f"High confidence match for '{classification['subcategory']}'")
+        if entities:
+            decision_factors.append(f"Detected entities: {', '.join([e['text'] for e in entities[:2]])}")
+        if dup_result["is_duplicate"]:
+            decision_factors.append(f"Found similar incident ({int(dup_result['similarity']*100)}%)")
+        if rag_match:
+            decision_factors.append(f"Found solution article: '{rag_match['title']}'")
 
-    reasoning = f"Categorized as '{classification['category']}' - {classification['subcategory']}."
-    if classification["auto_resolve"]:
-        reasoning += " Flagged for AI auto-resolution via Knowledge Base." if rag_match else " Flagged for auto-resolution."
-    if spam_result["is_spam"]:
-        reasoning += " Ticket flagged as spam/phishing and quarantined from agent inbox."
+        reasoning = f"Categorized as '{classification['category']}' - {classification['subcategory']}."
+        if (
+            enable_auto_resolve
+            and classification["confidence"] >= confidence_threshold
+            and classification["auto_resolve"]
+        ):
+            classification["auto_resolve"] = True
+        else:
+            classification["auto_resolve"] = False
+        if classification["auto_resolve"]:
+            reasoning += " Flagged for AI auto-resolution via Knowledge Base." if rag_match else " Flagged for auto-resolution."
     
     timeline["routed"] = get_now_ist()
     
@@ -1536,10 +1124,8 @@ async def analyze_only(request_body: TicketRequest):
     if gemini_service and gemini_service._initialized:
         summary = gemini_service.get_summary(text)
     
-    # Convert priority to SLA breached timestamp (for preview)
-    hours_map = {"Critical": 2, "High": 8, "Medium": 24, "Low": 72}
-    sla_hours = hours_map.get(classification["priority"], 72)
-    sla_breach_dt = datetime.datetime.utcnow() + datetime.timedelta(hours=sla_hours)
+    # Convert priority to the SLA resolution target timestamp for preview.
+    sla_breach_dt = calculate_sla_breach_at(classification["priority"])
 
     return TicketResponse(
         ticket_id=str(uuid.uuid4()), # Temporary ID
@@ -1552,22 +1138,18 @@ async def analyze_only(request_body: TicketRequest):
         entities=[EntityInfo(**e) for e in entities],
         duplicate_ticket=DuplicateInfo(**dup_result),
         confidence=classification["confidence"],
-        needs_review=classification["confidence"] < 0.20,
+        needs_review=classification["confidence"] < confidence_threshold,
         reasoning=reasoning,
         decision_factors=decision_factors,
         image_description=gemini_analysis["image_description"],
         ocr_text=gemini_analysis["ocr_text"],
-        highlights=[e.get("text", "") for e in entities], # Use entity texts as highlights for now
+        highlights=entities, # Use entities as highlights for now
         timeline=timeline,
         env_metadata=env_metadata,
-        spam_check=SpamCheck(**spam_result),
+        spam_analysis=spam_result,
         is_potential_duplicate=dup_result.get("is_potential_duplicate", False),
         parent_ticket_id=dup_result.get("parent_ticket_id"),
-        sla_breach_at=sla_breach_dt.isoformat().replace("+00:00", "Z"),
-        original_text=translation_ctx["original_text"],
-        source_language=translation_ctx["source_language"],
-        source_language_name=translation_ctx["source_language_name"],
-        was_translated=translation_ctx["was_translated"],
+        sla_breach_at=sla_breach_dt.isoformat().replace("+00:00", "Z")
     )
 
 @app.post("/ai/analyze_stream")
@@ -1586,7 +1168,11 @@ async def analyze_stream(request_body: TicketRequest):
             "model_version": "3.0.0-PRO",
             "api_endpoint": "/ai/analyze_stream"
         }
-        timeline = {"received": get_now_ist()}
+        timeline = {"received": get_now_ist()} 
+        settings = get_system_settings(request_body.company_id)
+        confidence_threshold = settings["ai_confidence_threshold"]
+        duplicate_sensitivity = settings["duplicate_sensitivity"]
+        enable_auto_resolve = settings["enable_auto_resolve"]
 
         # 1. Reading
         yield f"data: {json.dumps({'step': 'Reading your message', 'status': 'in_progress'})}\n\n"
@@ -1602,15 +1188,6 @@ async def analyze_stream(request_body: TicketRequest):
 
         summary = text[:100] + ("…" if len(text) > 100 else "") 
 
-        # Spam / Phishing check (silent step — does not get its own SSE event)
-        try:
-            spam_result = spam_service.check(text, gemini_analysis.get("ocr_text", ""))
-        except Exception:
-            spam_result = {
-                "is_spam": False, "risk_score": 0.0, "reasons": [],
-                "suspicious_urls": [], "matched_keywords": [],
-            }
-
         # 2. NER
         yield f"data: {json.dumps({'step': 'Extracting technical entities', 'status': 'in_progress'})}\n\n"
         await asyncio.sleep(0.2)
@@ -1623,7 +1200,33 @@ async def analyze_stream(request_body: TicketRequest):
         # 3. Classification
         yield f"data: {json.dumps({'step': 'Detecting category and priority', 'status': 'in_progress'})}\n\n"
         await asyncio.sleep(0.2)
-        classification = classify_ticket_text(text)
+        try:
+            classification_v3_res = classifier_v3.predict(text)
+            if "error" in classification_v3_res:
+                classification = classifier_service.predict(text)
+            else:
+                cat = classification_v3_res.get("Category", {}).get("prediction", "Unknown")
+                sub = classification_v3_res.get("Subcategory", {}).get("prediction", "Unknown")
+                pri = classification_v3_res.get("priority", {}).get("prediction", "Medium")
+                conf = classification_v3_res.get("Category", {}).get("confidence", 0.0)
+                
+                from backend.services.classifier_service import TEAM_MAP, AUTO_RESOLVE_SUBS
+                assigned_team = TEAM_MAP.get(cat, "General Support")
+                auto_resolve = sub in AUTO_RESOLVE_SUBS
+                
+                classification = {
+                    "category": cat,
+                    "subcategory": sub,
+                    "priority": pri,
+                    "auto_resolve": auto_resolve,
+                    "assigned_team": assigned_team,
+                    "confidence": float(conf)
+                }
+        except Exception as e:
+            classification = {
+                "category": "Unknown", "subcategory": "Unknown", "priority": "Medium",
+                "auto_resolve": False, "assigned_team": "General Support", "confidence": 0.0,
+            }
         timeline["ai_analyzed"] = get_now_ist()
         timeline["triaged"] = get_now_ist()
 
@@ -1631,9 +1234,20 @@ async def analyze_stream(request_body: TicketRequest):
         yield f"data: {json.dumps({'step': 'Checking duplicate issues', 'status': 'in_progress'})}\n\n"
         await asyncio.sleep(0.2)
         try:
-            dup_result = duplicate_service.check_duplicate(text, threshold=request_body.duplicate_sensitivity)
+            duplicate_threshold = get_duplicate_threshold(request_body.company_id, duplicate_sensitivity)
+            dup_result = detect_semantic_duplicate(
+                text,
+                company_id=request_body.company_id,
+                threshold=duplicate_threshold,
+            )
         except Exception:
-            dup_result = {"is_duplicate": False, "duplicate_ticket_id": None, "similarity": 0.0}
+            dup_result = {
+                "is_duplicate": False,
+                "duplicate_ticket_id": None,
+                "parent_ticket_id": None,
+                "is_potential_duplicate": False,
+                "similarity": 0.0,
+            }
 
         # 5. RAG / Solutions
         yield f"data: {json.dumps({'step': 'Finding possible solutions', 'status': 'in_progress'})}\n\n"
@@ -1649,7 +1263,7 @@ async def analyze_stream(request_body: TicketRequest):
             pass
 
         decision_factors = []
-        if classification["confidence"] > request_body.confidence_threshold:
+        if classification["confidence"] > confidence_threshold:
             decision_factors.append(f"High confidence match for '{classification['subcategory']}'")
         if entities:
             decision_factors.append(f"Detected entities: {', '.join([e['text'] for e in entities[:2]])}")
@@ -1657,27 +1271,19 @@ async def analyze_stream(request_body: TicketRequest):
             decision_factors.append(f"Found similar incident ({int(dup_result['similarity']*100)}%)")
         if rag_match:
             decision_factors.append(f"Found solution article: '{rag_match['title']}'")
-        if spam_result["is_spam"]:
-            decision_factors.append(
-                f"Flagged as spam/phishing (risk {spam_result['risk_score']:.2f})"
-            )
-            classification["assigned_team"] = "Spam / Suspicious"
-            classification["auto_resolve"] = False
 
+        if not enable_auto_resolve:
+            classification["auto_resolve"] = False
         reasoning = f"Categorized as '{classification['category']}' - {classification['subcategory']}."
         if classification["auto_resolve"]:
             reasoning += " Flagged for AI auto-resolution via Knowledge Base." if rag_match else " Flagged for auto-resolution."
-        if spam_result["is_spam"]:
-            reasoning += " Ticket flagged as spam/phishing and quarantined from agent inbox."
         
         timeline["routed"] = get_now_ist()
 
         if gemini_service and gemini_service._initialized:
             summary = gemini_service.get_summary(text)
         
-        hours_map = {"Critical": 2, "High": 8, "Medium": 24, "Low": 72}
-        sla_hours = hours_map.get(classification["priority"], 72)
-        sla_breach_dt = datetime.datetime.utcnow() + datetime.timedelta(hours=sla_hours)
+        sla_breach_dt = calculate_sla_breach_at(classification["priority"])
 
         ticket_response_dict = {
             "ticket_id": str(uuid.uuid4()),
@@ -1690,16 +1296,17 @@ async def analyze_stream(request_body: TicketRequest):
             "entities": [e for e in entities],
             "duplicate_ticket": dup_result,
             "confidence": classification["confidence"],
-            "needs_review": classification["confidence"] < 0.20,
+            "needs_review": classification["confidence"] < confidence_threshold,
             "reasoning": reasoning,
             "decision_factors": decision_factors,
             "image_description": gemini_analysis["image_description"],
             "ocr_text": gemini_analysis["ocr_text"],
-            "highlights": [e.get("text", "") for e in entities],
+            "highlights": entities,
             "timeline": timeline,
             "env_metadata": env_metadata,
-            "spam_check": spam_result,
-            "sla_breach_at": sla_breach_dt.isoformat() + "Z"
+            "is_potential_duplicate": dup_result.get("is_potential_duplicate", False),
+            "parent_ticket_id": dup_result.get("parent_ticket_id"),
+            "sla_breach_at": sla_breach_dt.isoformat().replace("+00:00", "Z")
         }
 
         # 6. Final Result
@@ -1731,266 +1338,3 @@ async def analyze_ticket_v2(request: TicketRequest):
         }
     except Exception as e:
         raise HTTPException(status_code=500, detail=str(e))
-
-
-# ---------------------------------------------------------------------------
-# SLA Engine Endpoints
-# ---------------------------------------------------------------------------
-
-class SLAStatsResponse(BaseModel):
-    total: int = 0
-    active: int = 0
-    breached: int = 0
-    warning: int = 0
-    met: int = 0
-    breach_rate: float = 0.0
-    by_priority: dict = {}
-
-
-@app.get("/sla/stats", response_model=SLAStatsResponse)
-async def sla_stats():
-    """Get aggregated SLA dashboard statistics across all tickets."""
-    if not supabase:
-        raise HTTPException(status_code=503, detail="Database not connected")
-    stats = await sla_engine.get_dashboard_stats()
-    if "error" in stats:
-        raise HTTPException(status_code=500, detail=stats["error"])
-    return stats
-
-
-class SLATicketInfo(BaseModel):
-    id: str
-    ticket_id: str | None = None
-    subject: str | None = None
-    summary: str | None = None
-    priority: str = "medium"
-    status: str | None = None
-    assigned_team: str | None = None
-    sla_status: str = "active"
-    escalation_level: int = 0
-    remaining_seconds: int = 0
-    created_at: str | None = None
-    sla_breach_at: str | None = None
-    sla_warning_at: str | None = None
-    last_escalated_at: str | None = None
-
-
-@app.get("/sla/tickets")
-async def sla_tickets(
-    status: str | None = None,
-    priority: str | None = None,
-    limit: int = 100,
-    offset: int = 0,
-):
-    """
-    List tickets with SLA status. Filter by sla_status and/or priority.
-    """
-    if not supabase:
-        raise HTTPException(status_code=503, detail="Database not connected")
-
-    query = (
-        supabase.table("tickets")
-        .select("id, ticket_id, subject, summary, priority, status, assigned_team, sla_status, escalation_level, remaining_seconds, created_at, sla_breach_at, sla_warning_at, last_escalated_at")
-        .order("created_at", desc=True)
-    )
-
-    if status and status != "all":
-        query = query.eq("sla_status", status)
-    if priority and priority != "all":
-        query = query.eq("priority", priority.capitalize())
-
-    query = query.range(offset, offset + limit - 1)
-    res = query.execute()
-    return {"tickets": res.data or [], "total": len(res.data or [])}
-
-
-class EscalationLogEntry(BaseModel):
-    id: str
-    ticket_id: str | None = None
-    ticket_subject: str = ""
-    priority: str = "medium"
-    sla_status: str = ""
-    escalation_level: int = 0
-    remaining_seconds: int = 0
-    assigned_team: str = ""
-    notification_channels: list = []
-    triggered_at: str | None = None
-    resolved_at: str | None = None
-    notes: str = ""
-
-
-@app.get("/sla/escalations")
-async def sla_escalations(limit: int = 50, offset: int = 0):
-    """Fetch escalation log history."""
-    if not supabase:
-        raise HTTPException(status_code=503, detail="Database not connected")
-
-    try:
-        res = (
-            supabase.table("escalation_logs")
-            .select("*")
-            .order("triggered_at", desc=True)
-            .range(offset, offset + limit - 1)
-            .execute()
-        )
-        return {"escalations": res.data or [], "total": len(res.data or [])}
-    except Exception as e:
-        # Table might not exist yet
-        print(f"[SLA] Escalation logs query failed: {e}")
-        return {"escalations": [], "total": 0}
-
-
-class SLAPolicyInfo(BaseModel):
-    id: str
-    priority: str
-    max_hours: int
-    warning_pct: float
-    auto_escalate: bool
-    l2_after_minutes: int
-    l3_after_minutes: int
-
-
-@app.get("/sla/policies")
-async def sla_policies():
-    """Get configured SLA policies."""
-    if not supabase:
-        # Return defaults from code
-        policies = []
-        policy_source = sla_engine.SLA_POLICIES if hasattr(sla_engine, "SLA_POLICIES") else {}
-        for pri, cfg in policy_source.items():
-            policies.append({
-                "priority": pri,
-                "max_hours": cfg["max_hours"],
-                "warning_pct": cfg["warning_pct"],
-                "auto_escalate": cfg.get("auto_escalate_on_breach", False),
-                "l2_after_minutes": cfg.get("l2_escalation_mins", 0),
-                "l3_after_minutes": cfg.get("l3_escalation_mins", 0),
-            })
-        return {"policies": policies}
-
-    try:
-        res = supabase.table("sla_policies").select("*").execute()
-        return {"policies": res.data or []}
-    except Exception as e:
-        print(f"[SLA] Policies query failed: {e}")
-        return {"policies": []}
-
-
-@app.post("/sla/check")
-async def trigger_sla_check():
-    """Manually trigger an SLA evaluation cycle (admin)."""
-    if not supabase:
-        raise HTTPException(status_code=503, detail="Database not connected")
-    
-    asyncio.create_task(sla_engine.check_all_active_tickets())
-    return {"status": "triggered", "message": "SLA check cycle started in background"}
-
-
-# ---------------------------------------------------------------------------
-# Semantic Duplicate Detection Endpoints
-# ---------------------------------------------------------------------------
-
-@app.post("/ai/check_duplicate")
-async def check_duplicate_endpoint(
-    body: TicketRequest,
-    company_id: str | None = None,
-):
-    """
-    Check a ticket text for potential duplicates using semantic vector search.
-    Returns top candidates with similarity scores.
-    """
-    text = (body.text or "").strip()
-    if not text:
-        raise HTTPException(status_code=400, detail="No text provided")
-
-    threshold = body.duplicate_sensitivity if hasattr(body, 'duplicate_sensitivity') else None
-    result = await semantic_dupe_service.check_duplicate(
-        text=text,
-        company_id=company_id or body.company,
-        threshold=threshold,
-    )
-    return result
-
-
-@app.post("/ai/reindex_embeddings")
-async def reindex_embeddings():
-    """Re-generate vector embeddings for all tickets."""
-    result = await semantic_dupe_service.reindex_all()
-    return result
-
-
-@app.get("/system/settings")
-async def get_system_settings_endpoint():
-    """Fetch all system settings."""
-    _logger = logging.getLogger(__name__)
-    if not supabase:
-        raise HTTPException(status_code=503, detail="Database not connected")
-    try:
-        res = supabase.table("system_settings").select("*").execute()
-        settings = {}
-        for row in res.data or []:
-            settings[row["key"]] = row["value"]
-        return settings
-    except Exception as e:
-        _logger.warning(f"[SETTINGS] Query failed: {e}")
-        return {}
-
-
-@app.patch("/system/settings")
-async def update_system_settings(body: dict):
-    """Update a specific system setting."""
-    if not supabase:
-        raise HTTPException(status_code=503, detail="Database not connected")
-    key = body.get("key")
-    value = body.get("value")
-    if not key or value is None:
-        raise HTTPException(status_code=400, detail="key and value required")
-    try:
-        supabase.table("system_settings").upsert({
-            "key": key,
-            "value": value,
-            "updated_at": datetime.datetime.utcnow().isoformat() + "Z",
-        }).execute()
-        return {"status": "updated", "key": key}
-    except Exception as e:
-        raise HTTPException(status_code=500, detail=str(e))
-
-
-@app.get("/sla/tickets/{ticket_id}")
-async def sla_ticket_detail(ticket_id: str):
-    """Get detailed SLA info for a specific ticket."""
-    if not supabase:
-        raise HTTPException(status_code=503, detail="Database not connected")
-
-    # Fetch ticket
-    res = supabase.table("tickets").select("*").eq("id", ticket_id).single().execute()
-    if not res.data:
-        raise HTTPException(status_code=404, detail="Ticket not found")
-
-    ticket = res.data
-    result = sla_engine.evaluate_ticket(ticket)
-
-    # Fetch escalation history for this ticket
-    try:
-        esc_res = (
-            supabase.table("escalation_logs")
-            .select("*")
-            .eq("ticket_id", ticket_id)
-            .order("triggered_at", desc=True)
-            .execute()
-        )
-        escalations = esc_res.data or []
-    except Exception:
-        escalations = []
-
-    return {
-        "ticket": ticket,
-        "sla_evaluation": result,
-        "escalations": escalations,
-    }
-
-
-@app.get("/metrics")
-async def metrics():
-    """Prometheus scrape endpoint — exposes AI inference latency, request counts, and tokens."""
-    return Response(content=generate_latest(), media_type=CONTENT_TYPE_LATEST)

backend/requirements.txt

@@ -4,8 +4,6 @@ datasets>=2.14.0
 pandas>=2.0.0
 scikit-learn>=1.3.0
 sentence-transformers>=2.2.0
-onnxruntime>=1.17.0
-tokenizers>=0.15.0
 fastapi>=0.104.0
 uvicorn>=0.24.0
 openpyxl>=3.1.0
@@ -17,11 +15,4 @@ easyocr
 slowapi>=0.1.9
 supabase==2.22.4
 storage3==2.22.4
-redis>=5.0.0
-pytest
-pytest-asyncio
-httpx
-cryptography>=42.0.0
-websockets>=12.0
-prometheus-client>=0.19.0
-
+prometheus-client>=0.17.0

backend/services/classifier_service.py

@@ -6,32 +6,29 @@ Priority and other fields are derived from the category mapping.
 
 import os
 import json
-try:
-    import torch
-    import torch.nn.functional as F
-    from transformers import DistilBertTokenizerFast, DistilBertForSequenceClassification
-    _HAS_TORCH = True
-except Exception:  # pragma: no cover - optional CI/runtime dependency
-    torch = None
-    F = None
-    DistilBertTokenizerFast = None
-    DistilBertForSequenceClassification = None
-    _HAS_TORCH = False
+import torch
+import torch.nn.functional as F
+from transformers import DistilBertTokenizerFast, DistilBertForSequenceClassification
+import time
+from prometheus_client import Counter, Histogram
+
+# Prometheus metrics for tracking model performance
+MODEL_PREDICTIONS_TOTAL = Counter(
+    "model_predictions_total",
+    "Total count of DistilBERT predictions",
+    ["status"]
+)
+
+MODEL_PREDICTION_LATENCY = Histogram(
+    "model_prediction_latency_seconds",
+    "Latency of DistilBERT prediction in seconds",
+    buckets=(0.05, 0.1, 0.25, 0.5, 0.75, 1.0, 2.5, 5.0, 10.0)
+)
 
 SAVE_DIR = os.path.join(os.path.dirname(os.path.abspath(__file__)), "..", "models", "classifier")
-DEVICE = torch.device("cuda" if torch and torch.cuda.is_available() else "cpu") if _HAS_TORCH else None
+DEVICE = torch.device("cuda" if torch.cuda.is_available() else "cpu")
 MAX_LEN = 128
 
-try:
-    from backend.services.metrics_service import (
-        CLASSIFIER_LATENCY,
-        CLASSIFIER_REQUESTS,
-        CLASSIFIER_TOKENS,
-    )
-    _METRICS_ENABLED = True
-except Exception:
-    _METRICS_ENABLED = False
-
 # Priority mapping based on sub-category severity
 PRIORITY_MAP = {
     "Blue Screen": "Critical", "Overheating": "Critical", "Data Loss": "Critical",
@@ -75,19 +72,26 @@ class ClassifierService:
         if self._loaded:
             return
 
-        if not _HAS_TORCH:
-            # Degraded environment: ML runtime not available. Delay failure until predict is called.
-            print("[INFO] ML runtime not available; classifier will remain unloaded until dependencies are installed.")
-            return
-
         abs_dir = os.path.abspath(SAVE_DIR)
+        safetensors_path = os.path.join(abs_dir, "model.safetensors")
 
-        if not os.path.exists(os.path.join(abs_dir, "model.safetensors")):
+        if not os.path.exists(safetensors_path):
             raise FileNotFoundError(
                 f"Classifier model not found at {abs_dir}. "
                 "Please ensure model files are present."
             )
 
+        with open(safetensors_path, "rb") as f:
+            header = f.read(512)
+        if (
+            b"version https://git-lfs.github.com/spec" in header
+            or b"oid sha256:" in header
+        ):
+            raise FileNotFoundError(
+                f"Classifier model at {abs_dir} is a Git LFS placeholder, not the actual model. "
+                "Please pull the LFS assets."
+            )
+
         # Load label mappings
         with open(os.path.join(abs_dir, "id2label.json"), "r") as f:
             self.id2label = json.load(f)
@@ -109,76 +113,74 @@ class ClassifierService:
         """
         Predict category, subcategory, priority, auto_resolve, assigned_team, and confidence.
         """
-        self.load()
-
-        encoding = self.tokenizer(
-            text,
-            truncation=True,
-            padding="max_length",
-            max_length=MAX_LEN,
-            return_tensors="pt",
-        )
-        input_ids = encoding["input_ids"].to(DEVICE)
-        attention_mask = encoding["attention_mask"].to(DEVICE)
-
-        import time
-        _t0 = time.perf_counter()
+        start_time = time.time()
         try:
+            self.load()
+
+            encoding = self.tokenizer(
+                text,
+                truncation=True,
+                padding="max_length",
+                max_length=MAX_LEN,
+                return_tensors="pt",
+            )
+            input_ids = encoding["input_ids"].to(DEVICE)
+            attention_mask = encoding["attention_mask"].to(DEVICE)
+
             with torch.no_grad():
                 outputs = self.model(input_ids=input_ids, attention_mask=attention_mask)
                 logits = outputs.logits
                 probs = F.softmax(logits, dim=1)
                 confidence, pred_idx = torch.max(probs, dim=1)
-        except Exception:
-            if _METRICS_ENABLED:
-                CLASSIFIER_REQUESTS.labels(model="distilbert", status="error").inc()
-            raise
-        if _METRICS_ENABLED:
-            CLASSIFIER_LATENCY.labels(model="distilbert").observe(time.perf_counter() - _t0)
-            CLASSIFIER_REQUESTS.labels(model="distilbert", status="ok").inc()
-            CLASSIFIER_TOKENS.labels(model="distilbert").inc(int(attention_mask.sum().item()))
-
-        pred_idx = pred_idx.item()
-        confidence = round(confidence.item(), 4)
-
-        # Decode the combined label "Category | SubCategory"
-        combined_label = self.id2label.get(str(pred_idx), "Unknown | Unknown")
-        parts = combined_label.split(" | ", 1)
-        category = parts[0].strip() if len(parts) > 0 else "Unknown"
-        subcategory = parts[1].strip() if len(parts) > 1 else "Unknown"
-
-        # Derive priority
-        priority = PRIORITY_MAP.get(subcategory, "Medium")
-
-        # Derive assigned team
-        assigned_team = TEAM_MAP.get(category, "General Support")
-
-        # Derive auto_resolve
-        auto_resolve = subcategory in AUTO_RESOLVE_SUBS
-
-        # --- Regex Override Layer (Boost for Technical Keywords) ---
-        tech_keywords = {
-            "Network": ["IP address", "hostname", "connection", "network", "bandwidth", "DNS", "firewall", "VPN", "Connectivity", "Latency", "Routing", "Spikes"],
-            "Software": ["crash", "load", "website", "application", "error", "bug", "failing", "software", "SQL", "Cluster", "Database", "Production", "Latency"],
-            "Access": ["login", "password", "access", "authentication", "account", "permission", "MFA", "OAuth"]
-        }
-        
-        lower_text = text.lower()
-        for cat, keywords in tech_keywords.items():
-            if any(k.lower() in lower_text for k in keywords):
-                # If current prediction is generic, or we have a high-value technical keyword
-                if category == "General" or confidence < 0.9:
-                    category = cat
-                    assigned_team = TEAM_MAP.get(cat, "General Support")
-                    # Boost confidence significantly for verified technical signals
-                    confidence = max(confidence, 0.92) 
-                    break
-
-        return {
-            "category": category,
-            "subcategory": subcategory,
-            "priority": priority,
-            "auto_resolve": auto_resolve,
-            "assigned_team": assigned_team,
-            "confidence": confidence,
-        }
+
+            pred_idx = pred_idx.item()
+            confidence = round(confidence.item(), 4)
+
+            # Decode the combined label "Category | SubCategory"
+            combined_label = self.id2label.get(str(pred_idx), "Unknown | Unknown")
+            parts = combined_label.split(" | ", 1)
+            category = parts[0].strip() if len(parts) > 0 else "Unknown"
+            subcategory = parts[1].strip() if len(parts) > 1 else "Unknown"
+
+            # Derive priority
+            priority = PRIORITY_MAP.get(subcategory, "Medium")
+
+            # Derive assigned team
+            assigned_team = TEAM_MAP.get(category, "General Support")
+
+            # Derive auto_resolve
+            auto_resolve = subcategory in AUTO_RESOLVE_SUBS
+
+            # --- Regex Override Layer (Boost for Technical Keywords) ---
+            tech_keywords = {
+                "Network": ["IP address", "hostname", "connection", "network", "bandwidth", "DNS", "firewall", "VPN", "Connectivity", "Latency", "Routing", "Spikes"],
+                "Software": ["crash", "load", "website", "application", "error", "bug", "failing", "software", "SQL", "Cluster", "Database", "Production", "Latency"],
+                "Access": ["login", "password", "access", "authentication", "account", "permission", "MFA", "OAuth"]
+            }
+            
+            lower_text = text.lower()
+            for cat, keywords in tech_keywords.items():
+                if any(k.lower() in lower_text for k in keywords):
+                    # If current prediction is generic, or we have a high-value technical keyword
+                    if category == "General" or confidence < 0.9:
+                        category = cat
+                        assigned_team = TEAM_MAP.get(cat, "General Support")
+                        # Boost confidence significantly for verified technical signals
+                        confidence = max(confidence, 0.92) 
+                        break
+
+            MODEL_PREDICTIONS_TOTAL.labels(status="success").inc()
+            return {
+                "category": category,
+                "subcategory": subcategory,
+                "priority": priority,
+                "auto_resolve": auto_resolve,
+                "assigned_team": assigned_team,
+                "confidence": confidence,
+            }
+        except Exception as e:
+            MODEL_PREDICTIONS_TOTAL.labels(status="failure").inc()
+            raise e
+        finally:
+            duration = time.time() - start_time
+            MODEL_PREDICTION_LATENCY.observe(duration)

backend/services/classifier_v2.py

@@ -1,109 +1,89 @@
 import os
+import torch
+import torch.nn as nn
 import pickle
 import json
-try:
-    import torch
-    import torch.nn as nn
-    from transformers import DistilBertTokenizerFast, DistilBertModel
-    _HAS_TORCH = True
-except Exception:  # pragma: no cover - optional runtime dependency
-    torch = None
-    nn = None
-    DistilBertTokenizerFast = None
-    DistilBertModel = None
-    _HAS_TORCH = False
+from transformers import DistilBertTokenizerFast, DistilBertModel
 
 # Paths
 BASE_DIR = os.path.dirname(os.path.dirname(os.path.abspath(__file__)))
 MODEL_DIR = os.path.join(BASE_DIR, "models", "classifier-v2")
 
 # We must use the exact same class definition as trainer_v2
-if _HAS_TORCH:
-    class MultiOutputClassifierV2(nn.Module):
-        def __init__(self, num_labels_per_output: dict):
-            super().__init__()
-            self.bert = DistilBertModel.from_pretrained("distilbert-base-uncased")
-            hidden = self.bert.config.hidden_size 
-            self.dropout = nn.Dropout(0.2)
-            self.heads = nn.ModuleDict()
-            for name, n_labels in num_labels_per_output.items():
-                self.heads[name] = nn.Linear(hidden, n_labels)
+class MultiOutputClassifierV2(nn.Module):
+    def __init__(self, num_labels_per_output: dict):
+        super().__init__()
+        self.bert = DistilBertModel.from_pretrained("distilbert-base-uncased")
+        hidden = self.bert.config.hidden_size 
+        self.dropout = nn.Dropout(0.2)
+        self.heads = nn.ModuleDict()
+        for name, n_labels in num_labels_per_output.items():
+            self.heads[name] = nn.Linear(hidden, n_labels)
 
-        def forward(self, input_ids, attention_mask):
-            outputs = self.bert(input_ids=input_ids, attention_mask=attention_mask)
-            cls_output = outputs.last_hidden_state[:, 0] 
-            cls_output = self.dropout(cls_output)
-            logits = {name: head(cls_output) for name, head in self.heads.items()}
-            return logits
+    def forward(self, input_ids, attention_mask):
+        outputs = self.bert(input_ids=input_ids, attention_mask=attention_mask)
+        cls_output = outputs.last_hidden_state[:, 0] 
+        cls_output = self.dropout(cls_output)
+        logits = {name: head(cls_output) for name, head in self.heads.items()}
+        return logits
 
-    class ClassifierServiceV2:
-        def __init__(self):
-            self.device = torch.device("cuda" if torch.cuda.is_available() else "cpu")
-            
-            # 1. Load Config
-            config_path = os.path.join(MODEL_DIR, "model_config.json")
-            if not os.path.exists(config_path):
-                self.model = None
-                print(f"[WARN] V2 Model config not found at {config_path}")
-                return
+class ClassifierServiceV2:
+    def __init__(self):
+        self.device = torch.device("cuda" if torch.cuda.is_available() else "cpu")
+        
+        # 1. Load Config
+        config_path = os.path.join(MODEL_DIR, "model_config.json")
+        if not os.path.exists(config_path):
+            self.model = None
+            print(f"[WARN] V2 Model config not found at {config_path}")
+            return
 
-            with open(config_path, "r") as f:
-                self.num_labels = json.load(f)
+        with open(config_path, "r") as f:
+            self.num_labels = json.load(f)
 
-            # 2. Load Encoders
-            with open(os.path.join(MODEL_DIR, "label_encoders.pkl"), "rb") as f:
-                self.label_encoders = pickle.load(f)
+        # 2. Load Encoders
+        with open(os.path.join(MODEL_DIR, "label_encoders.pkl"), "rb") as f:
+            self.label_encoders = pickle.load(f)
 
-            # 3. Load Model
-            self.model = MultiOutputClassifierV2(self.num_labels).to(self.device)
-            model_path = os.path.join(MODEL_DIR, "model.pt")
-            self.model.load_state_dict(torch.load(model_path, map_location=self.device))
-            self.model.eval()
+        # 3. Load Model
+        self.model = MultiOutputClassifierV2(self.num_labels).to(self.device)
+        model_path = os.path.join(MODEL_DIR, "model.pt")
+        self.model.load_state_dict(torch.load(model_path, map_location=self.device))
+        self.model.eval()
 
-            # 4. Load Tokenizer
-            self.tokenizer = DistilBertTokenizerFast.from_pretrained(MODEL_DIR)
-            print("[SUCCESS] Classifier Service V2 (Shadow) Loaded Successfully.")
+        # 4. Load Tokenizer
+        self.tokenizer = DistilBertTokenizerFast.from_pretrained(MODEL_DIR)
+        print("[SUCCESS] Classifier Service V2 (Shadow) Loaded Successfully.")
 
-        def predict(self, text: str):
-            if self.model is None:
-                return {"error": "V2 Model not initialized"}
+    def predict(self, text: str):
+        if self.model is None:
+            return {"error": "V2 Model not initialized"}
 
-            inputs = self.tokenizer(
-                text, 
-                return_tensors="pt", 
-                truncation=True, 
-                padding=True, 
-                max_length=256 # V2 uses 256
-            ).to(self.device)
+        inputs = self.tokenizer(
+            text, 
+            return_tensors="pt", 
+            truncation=True, 
+            padding=True, 
+            max_length=256 # V2 uses 256
+        ).to(self.device)
 
-            with torch.no_grad():
-                logits = self.model(inputs["input_ids"], inputs["attention_mask"])
-                
-            results = {}
-            for col, le in self.label_encoders.items():
-                probs = torch.softmax(logits[col], dim=1)
-                conf, pred_idx = torch.max(probs, dim=1)
-                results[col] = {
-                    "prediction": le.inverse_transform([pred_idx.item()])[0],
-                    "confidence": float(conf.item())
-                }
+        with torch.no_grad():
+            logits = self.model(inputs["input_ids"], inputs["attention_mask"])
             
-            # Map V2 'Priority' (capitalized) to generic response
-            if "Priority" in results:
-                results["priority"] = results.pop("Priority")
-
-            return results
-
-    # Singleton instance
-    classifier_v2 = ClassifierServiceV2()
-else:
-    class ClassifierServiceV2:
-        def __init__(self):
-            self.model = None
-            self.tokenizer = None
-            self.label_encoders = {}
+        results = {}
+        for col, le in self.label_encoders.items():
+            probs = torch.softmax(logits[col], dim=1)
+            conf, pred_idx = torch.max(probs, dim=1)
+            results[col] = {
+                "prediction": le.inverse_transform([pred_idx.item()])[0],
+                "confidence": float(conf.item())
+            }
+        
+        # Map V2 'Priority' (capitalized) to generic response
+        if "Priority" in results:
+            results["priority"] = results.pop("Priority")
 
-        def predict(self, text: str):
-            return {"error": "V2 model not available in this environment"}
+        return results
 
-    classifier_v2 = ClassifierServiceV2()
+# Singleton instance
+classifier_v2 = ClassifierServiceV2()

backend/services/classifier_v3.py

@@ -1,95 +1,75 @@
 import os
+import torch
+import torch.nn as nn
 import pickle
 import json
-try:
-    import torch
-    import torch.nn as nn
-    from transformers import BertTokenizerFast, BertModel
-    _HAS_TORCH = True
-except Exception:  # pragma: no cover - optional runtime dependency
-    torch = None
-    nn = None
-    BertTokenizerFast = None
-    BertModel = None
-    _HAS_TORCH = False
+from transformers import BertTokenizerFast, BertModel
 
 # Paths
 BASE_DIR = os.path.dirname(os.path.dirname(os.path.abspath(__file__)))
 MODEL_DIR = os.path.join(BASE_DIR, "models", "classifier-v3")
 
-if _HAS_TORCH:
-    class MultiOutputClassifierV3(nn.Module):
-        def __init__(self, num_labels_per_output: dict):
-            super().__init__()
-            self.bert = BertModel.from_pretrained("bert-base-uncased")
-            hidden = self.bert.config.hidden_size 
-            self.dropout = nn.Dropout(0.3)
-            self.heads = nn.ModuleDict()
-            for name, n_labels in num_labels_per_output.items():
-                self.heads[name] = nn.Sequential(
-                    nn.Linear(hidden, 256),
-                    nn.ReLU(),
-                    nn.Dropout(0.1),
-                    nn.Linear(256, n_labels)
-                )
+class MultiOutputClassifierV3(nn.Module):
+    def __init__(self, num_labels_per_output: dict):
+        super().__init__()
+        self.bert = BertModel.from_pretrained("bert-base-uncased")
+        hidden = self.bert.config.hidden_size 
+        self.dropout = nn.Dropout(0.3)
+        self.heads = nn.ModuleDict()
+        for name, n_labels in num_labels_per_output.items():
+            self.heads[name] = nn.Sequential(
+                nn.Linear(hidden, 256),
+                nn.ReLU(),
+                nn.Dropout(0.1),
+                nn.Linear(256, n_labels)
+            )
 
-        def forward(self, input_ids, attention_mask):
-            outputs = self.bert(input_ids=input_ids, attention_mask=attention_mask)
-            pooled_output = outputs.pooler_output 
-            pooled_output = self.dropout(pooled_output)
-            logits = {name: head(pooled_output) for name, head in self.heads.items()}
-            return logits
+    def forward(self, input_ids, attention_mask):
+        outputs = self.bert(input_ids=input_ids, attention_mask=attention_mask)
+        pooled_output = outputs.pooler_output 
+        pooled_output = self.dropout(pooled_output)
+        logits = {name: head(pooled_output) for name, head in self.heads.items()}
+        return logits
 
-    class ClassifierServiceV3:
-        def __init__(self):
-            self.device = torch.device("cuda" if torch.cuda.is_available() else "cpu")
-            self.model = None
-            
-            config_path = os.path.join(MODEL_DIR, "model_config.json")
-            if not os.path.exists(config_path):
-                print(f"[V3 Service] Model not found yet at {MODEL_DIR}")
-                return
+class ClassifierServiceV3:
+    def __init__(self):
+        self.device = torch.device("cuda" if torch.cuda.is_available() else "cpu")
+        self.model = None
+        
+        config_path = os.path.join(MODEL_DIR, "model_config.json")
+        if not os.path.exists(config_path):
+            print(f"[V3 Service] Model not found yet at {MODEL_DIR}")
+            return
 
-            with open(config_path, "r") as f:
-                self.num_labels = json.load(f)
+        with open(config_path, "r") as f:
+            self.num_labels = json.load(f)
 
-            with open(os.path.join(MODEL_DIR, "label_encoders.pkl"), "rb") as f:
-                self.label_encoders = pickle.load(f)
+        with open(os.path.join(MODEL_DIR, "label_encoders.pkl"), "rb") as f:
+            self.label_encoders = pickle.load(f)
 
-            self.model = MultiOutputClassifierV3(self.num_labels).to(self.device)
-            self.model.load_state_dict(torch.load(os.path.join(MODEL_DIR, "model.pt"), map_location=self.device))
-            self.model.eval()
+        self.model = MultiOutputClassifierV3(self.num_labels).to(self.device)
+        self.model.load_state_dict(torch.load(os.path.join(MODEL_DIR, "model.pt"), map_location=self.device))
+        self.model.eval()
 
-            self.tokenizer = BertTokenizerFast.from_pretrained(MODEL_DIR)
-            print("[INFO] Classifier Service V3 (Power Model) Loaded.")
+        self.tokenizer = BertTokenizerFast.from_pretrained(MODEL_DIR)
+        print("[INFO] Classifier Service V3 (Power Model) Loaded.")
 
-        def predict(self, text: str):
-            if self.model is None: return {"error": "V3 Model not loaded"}
-            inputs = self.tokenizer(text, return_tensors="pt", truncation=True, padding=True, max_length=256).to(self.device)
-            with torch.no_grad():
-                logits = self.model(inputs["input_ids"], inputs["attention_mask"])
-                
-            results = {}
-            for col, le in self.label_encoders.items():
-                probs = torch.softmax(logits[col], dim=1)
-                conf, pred_idx = torch.max(probs, dim=1)
-                results[col] = {
-                    "prediction": le.inverse_transform([pred_idx.item()])[0],
-                    "confidence": float(conf.item())
-                }
+    def predict(self, text: str):
+        if self.model is None: return {"error": "V3 Model not loaded"}
+        inputs = self.tokenizer(text, return_tensors="pt", truncation=True, padding=True, max_length=256).to(self.device)
+        with torch.no_grad():
+            logits = self.model(inputs["input_ids"], inputs["attention_mask"])
             
-            if "Priority" in results: results["priority"] = results.pop("Priority")
-            return results
-
-    classifier_v3 = ClassifierServiceV3()
-else:
-    class ClassifierServiceV3:
-        def __init__(self):
-            self.model = None
-            self.tokenizer = None
-            self.label_encoders = {}
-
-        def predict(self, text: str):
-            return {"error": "V3 model not available in this environment"}
+        results = {}
+        for col, le in self.label_encoders.items():
+            probs = torch.softmax(logits[col], dim=1)
+            conf, pred_idx = torch.max(probs, dim=1)
+            results[col] = {
+                "prediction": le.inverse_transform([pred_idx.item()])[0],
+                "confidence": float(conf.item())
+            }
+        
+        if "Priority" in results: results["priority"] = results.pop("Priority")
+        return results
 
-    classifier_v3 = ClassifierServiceV3()
+classifier_v3 = ClassifierServiceV3()

backend/services/duplicate_service.py

@@ -7,13 +7,7 @@ import uuid
 import os
 from typing import Any
 
-try:
-    from sentence_transformers import SentenceTransformer, util
-    _HAS_SENTENCE = True
-except Exception:  # pragma: no cover - optional runtime dependency
-    SentenceTransformer = None
-    util = None
-    _HAS_SENTENCE = False
+from sentence_transformers import SentenceTransformer, util
 
 SIMILARITY_THRESHOLD = 0.70
 
@@ -38,17 +32,6 @@ class DuplicateService:
             return
         
         print("[DuplicateService] Loading model...")
-        if not _HAS_SENTENCE:
-            allow_degraded = os.environ.get("ALLOW_DEGRADED_STARTUP", "0") == "1"
-            self._load_failed = True
-            print("[DuplicateService] sentence-transformers not installed")
-            if allow_degraded:
-                print("[DuplicateService] DEGRADED: Continuing without model (ALLOW_DEGRADED_STARTUP=1)")
-                self.model = None
-                self._loaded = False
-                return
-            else:
-                raise ImportError("sentence-transformers is required for DuplicateService")
         try:
             # Check if a local model path is provided
             model_path = os.environ.get("SENTENCE_TRANSFORMER_MODEL_PATH")
@@ -118,20 +101,12 @@ class DuplicateService:
 
     def generate_embedding(self, text: str) -> list[float] | None:
         """Generate a 384-d embedding for the provided ticket text."""
-        from backend.services.redis_cache import redis_cache
-
-        cached = redis_cache.get_embedding(text)
-        if cached is not None:
-            return cached
-
         self.load()
         if not self.is_available():
             return None
 
         embedding = self.model.encode(text, convert_to_tensor=False, normalize_embeddings=True)
-        values = [float(value) for value in embedding.tolist()]
-        redis_cache.set_embedding(text, values)
-        return values
+        return [float(value) for value in embedding.tolist()]
 
     def _build_result(
         self,

backend/services/gemini_service.py

@@ -2,20 +2,11 @@ import os
 import base64
 import io
 import re
-import json
+from PIL import Image
+from google import genai
 from dotenv import load_dotenv
 from pathlib import Path
 
-try:
-    from PIL import Image
-    from google import genai
-    _HAS_GEMINI_DEPS = True
-except ImportError:
-    Image = None
-    genai = None
-    _HAS_GEMINI_DEPS = False
-
-
 # Load environment variables from backend/.env
 env_path = Path(__file__).parent.parent / '.env'
 load_dotenv(dotenv_path=env_path)
@@ -26,7 +17,7 @@ class GeminiService:
         self._initialized = False
         self.model_name = 'gemini-2.5-flash'
         
-        if self.api_key and _HAS_GEMINI_DEPS:
+        if self.api_key:
             try:
                 self.client = genai.Client(api_key=self.api_key)
                 self._initialized = True
@@ -34,18 +25,15 @@ class GeminiService:
             except Exception as e:
                 print(f"[GeminiService] Initialization Error: {e}")
         else:
-            if not _HAS_GEMINI_DEPS:
-                print("[GeminiService] WARNING: PIL or google-genai package is not installed. Gemini service is disabled.")
-            else:
-                print("[GeminiService] WARNING: GEMINI_API_KEY not found in environment.")
+            print("[GeminiService] WARNING: GEMINI_API_KEY not found in environment.")
 
-    def analyze_image(self, image_base64: str, context_text: str = None) -> dict:
+    def analyze_image(self, image_base64: str) -> dict:
         """
         Perform OCR and image analysis using Gemini logic.
         """
-        if not self._initialized or not _HAS_GEMINI_DEPS:
+        if not self._initialized:
             return {
-                "image_description": "[Gemini Service Offline] Could not analyze image.",
+                "image_description": "[Gemini API Key Missing] Could not analyze image.",
                 "ocr_text": "",
                 "detected_problem": ""
             }
@@ -58,10 +46,6 @@ class GeminiService:
 
             prompt = (
                 "Analyze this screenshot from a user reporting a technical issue. "
-            )
-            if context_text:
-                prompt += f"Context/description provided by user: '{context_text}'\n"
-            prompt += (
                 "1. Provide a concise description of what is shown in the image. "
                 "2. Perform OCR and extract any error messages or key text. "
                 "3. Identify the main technical problem depicted. "
@@ -238,65 +222,3 @@ class GeminiService:
         except Exception as e:
             print(f"[GeminiService] Bug Analysis Error: {e}")
             return f"Diagnostic analysis failed: {str(e)}"
-
-    def detect_language(self, text: str) -> dict:
-        """
-        Detect language for the given text. Returns ISO-ish language code and English language name.
-        """
-        if not text or not text.strip():
-            return {"code": "en", "name": "English"}
-        if not self._initialized:
-            return {"code": "en", "name": "English"}
-
-        try:
-            prompt = (
-                "Detect the natural language of the following user message. "
-                "Return strict JSON only with keys: code, name. "
-                "Example: {\"code\":\"es\",\"name\":\"Spanish\"}.\n\n"
-                f"Text:\n{text}"
-            )
-            response = self.client.models.generate_content(
-                model=self.model_name,
-                contents=prompt
-            )
-            raw = (response.text or "").strip()
-            match = re.search(r"\{.*\}", raw, re.DOTALL)
-            parsed = json.loads(match.group(0) if match else raw)
-            code = str(parsed.get("code", "en")).lower()
-            name = str(parsed.get("name", "English"))
-            if not code:
-                code = "en"
-            if not name:
-                name = "English"
-            return {"code": code, "name": name}
-        except Exception as e:
-            print(f"[GeminiService] Language detection error: {e}")
-            return {"code": "en", "name": "English"}
-
-    def translate_to_english(self, text: str, source_language: str | None = None) -> str:
-        """
-        Translate user text to English while preserving technical terms.
-        """
-        if not text or not text.strip():
-            return text
-        if not self._initialized:
-            return text
-
-        try:
-            lang_hint = f"Source language: {source_language}. " if source_language else ""
-            prompt = (
-                "Translate the following support ticket text to natural, concise English. "
-                "Preserve technical terms, error codes, product names, and formatting. "
-                "Return only translated text with no prefix or explanation. "
-                f"{lang_hint}\n\n"
-                f"Text:\n{text}"
-            )
-            response = self.client.models.generate_content(
-                model=self.model_name,
-                contents=prompt
-            )
-            translated = (response.text or "").strip()
-            return translated or text
-        except Exception as e:
-            print(f"[GeminiService] Translation error: {e}")
-            return text

backend/services/ner_service.py

@@ -5,20 +5,12 @@ Labels follow pattern: B-B-ENTITY_TYPE, I-B-ENTITY_TYPE, O
 
 import os
 import json
-try:
-    import torch
-    import torch.nn.functional as F
-    from transformers import DistilBertTokenizerFast, DistilBertForTokenClassification
-    _HAS_TORCH = True
-except Exception:  # pragma: no cover - optional runtime dependency
-    torch = None
-    F = None
-    DistilBertTokenizerFast = None
-    DistilBertForTokenClassification = None
-    _HAS_TORCH = False
+import torch
+import torch.nn.functional as F
+from transformers import DistilBertTokenizerFast, DistilBertForTokenClassification
 
 SAVE_DIR = os.path.join(os.path.dirname(os.path.abspath(__file__)), "..", "models", "ner")
-DEVICE = torch.device("cuda" if torch and torch.cuda.is_available() else "cpu") if _HAS_TORCH else None
+DEVICE = torch.device("cuda" if torch.cuda.is_available() else "cpu")
 MAX_LEN = 128
 
 import re
@@ -49,10 +41,6 @@ class NERService:
         if self._loaded:
             return
 
-        if not _HAS_TORCH:
-            print("[INFO] NER runtime not available; NER model will remain unloaded until dependencies are installed.")
-            return
-
         abs_dir = os.path.abspath(SAVE_DIR)
 
         if not os.path.exists(os.path.join(abs_dir, "model.safetensors")):

backend/services/rag_service.py

@@ -1,10 +1,5 @@
 import os
-try:
-    from sentence_transformers import SentenceTransformer
-    _HAS_SENTENCE = True
-except Exception:  # pragma: no cover - optional runtime dependency
-    SentenceTransformer = None
-    _HAS_SENTENCE = False
+from sentence_transformers import SentenceTransformer
 from supabase import create_client, Client
 from dotenv import load_dotenv
 
@@ -32,17 +27,6 @@ class RagService:
             return
         
         print("[RAG] Loading SentenceTransformer for Knowledge Base...")
-        if not _HAS_SENTENCE:
-            allow_degraded = os.environ.get("ALLOW_DEGRADED_STARTUP", "0") == "1"
-            self._load_failed = True
-            print("[RAG] sentence-transformers not installed")
-            if allow_degraded:
-                print("[RAG] DEGRADED: Continuing without model (ALLOW_DEGRADED_STARTUP=1)")
-                self.model = None
-                self._loaded = False
-                return
-            else:
-                raise ImportError("sentence-transformers is required for RagService")
         try:
             # Check if a local model path is provided
             model_path = os.environ.get("SENTENCE_TRANSFORMER_MODEL_PATH")

backend/services/sla_service.py

@@ -14,10 +14,6 @@ import os
 from datetime import datetime, timedelta, timezone
 from typing import Any, Callable, Optional
 
-from fastapi import BackgroundTasks
-
-from backend.sla_checker import dispatch_slack_alert
-
 try:
     from dotenv import load_dotenv
 except ImportError:
@@ -114,12 +110,11 @@ class SlaEscalationService:
         now_fn: Callable[[], datetime] = _utc_now,
         notification_router: Any = None,
     ):
-        from backend.auth.crypto import wrap_client
-        self.supabase = wrap_client(supabase_client)
+        self.supabase = supabase_client
         self.now_fn = now_fn
         self.notification_router = notification_router
 
-    def run_once(self, background_tasks: BackgroundTasks | None = None) -> dict[str, int | str]:
+    def run_once(self) -> dict[str, int | str]:
         stats: dict[str, int | str] = {
             "processed_count": 0,
             "breached_count": 0,
@@ -141,7 +136,7 @@ class SlaEscalationService:
                 if not self._should_breach(ticket, now):
                     stats["skipped_count"] = int(stats["skipped_count"]) + 1
                     continue
-                self._breach_ticket(ticket, now, background_tasks=background_tasks)
+                self._breach_ticket(ticket, now)
                 stats["breached_count"] = int(stats["breached_count"]) + 1
             except Exception as exc:
                 stats["error_count"] = int(stats["error_count"]) + 1
@@ -174,13 +169,7 @@ class SlaEscalationService:
             return False
         return classify_sla_status(ticket.get("sla_breach_at"), now) == "BREACHED"
 
-    def _breach_ticket(
-        self,
-        ticket: dict[str, Any],
-        now: datetime,
-        *,
-        background_tasks: BackgroundTasks | None = None,
-    ) -> None:
+    def _breach_ticket(self, ticket: dict[str, Any], now: datetime) -> None:
         ticket_id = str(ticket.get("id"))
         company_id = ticket.get("company_id")
         escalation_level = int(ticket.get("escalation_level") or 0) + 1
@@ -196,7 +185,6 @@ class SlaEscalationService:
 
         self._insert_audit_log(ticket, escalation_level, timestamp)
         self._emit_system_message(ticket, escalation_level, timestamp)
-        self._dispatch_breach_alert(ticket, now, background_tasks=background_tasks)
 
         logger.warning(
             "SLA breached | ticket_id=%s | company_id=%s | priority=%s | level=%s",
@@ -206,31 +194,6 @@ class SlaEscalationService:
             escalation_level,
         )
 
-    def _dispatch_breach_alert(
-        self,
-        ticket: dict[str, Any],
-        breach_time: datetime,
-        *,
-        background_tasks: BackgroundTasks | None = None,
-    ) -> None:
-        ticket_id = str(ticket.get("id") or "")
-        subject = str(ticket.get("subject") or "Untitled ticket")
-        category = str(ticket.get("priority") or "Uncategorized")
-        assignee = str(ticket.get("assigned_team") or "Unassigned")
-
-        if background_tasks is not None:
-            background_tasks.add_task(
-                dispatch_slack_alert,
-                ticket_id,
-                subject,
-                category,
-                assignee,
-                breach_time,
-            )
-            return
-
-        dispatch_slack_alert(ticket_id, subject, category, assignee, breach_time)
-
     def _insert_audit_log(self, ticket: dict[str, Any], escalation_level: int, timestamp: str) -> None:
         ticket_id = str(ticket.get("id"))
         self.supabase.table("audit_logs").insert(