🚀 Help Desk Platform v2 -- Enterprise Upgrade

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Summary

This PR introduces the v2 "Enterprise" Upgrade, significantly enhancing the platform's security, interactivity, and administrative capabilities. The system transitions from a basic CRUD application into a production-ready Help Desk with real-time updates, role-based automation, and analytics.

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✨ Key Features Added

🔐 Security & Authentication

• Google OAuth2: Secure sign-in using Google Accounts (replaces basic local authentication).
• Password Reset Flow: Email-based password reset using SMTP (fastapi-mail).
• Role-Based Access Control (RBAC): Strict separation between Student and Admin APIs.

⚡ Real-Time Interactivity

• WebSockets: Real-time updates via a WebSocket connection manager.
• Live Dashboard: Ticket status changes and new comments appear instantly without page refresh.

🛠️ Advanced Admin Tools

• Audit Logging: Logs critical Admin actions (e.g., Deleted Ticket #101) for compliance.
• Bulk Actions: Batch ticket operations (Resolve, Delete, Change Status).
• Canned Responses: Save and reuse predefined admin replies.
• Data Export: Download ticket reports as CSV or Excel.
• Department Filtering: Admin access restricted by department (IT, Facility, etc.).

📊 Analytics & SLAs

• Visual Charts: Chart.js dashboards:
  • Ticket Status Distribution
  • Tickets by Category
• SLA Timers: High-priority tickets show countdowns and pulse red when nearing the 4-hour SLA.

💡 User Experience (UX)

• Smart Suggestions: FAQ/self-service recommendations while typing ticket subjects.
• Feedback System: Users can rate resolved tickets (1--5 stars) and leave reviews.

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📦 Technical Changes

Backend

• Added pandas and openpyxl for report generation.
• Added Google authentication libraries for OAuth2 token verification.
• Refactored main.py to properly serialize MongoDB ObjectId values and prevent 500 errors.

Frontend

• Integrated Chart.js via CDN.
• Refactored dashboard.js and admin.html to support WebSocket-driven updates.

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🧪 Testing Instructions

1. Google Login
   • Sign in or sign up using a Google account.
2. Real-Time Updates
   • Open the dashboard in two windows (Admin & Student).
   • Update a ticket in one window and verify instant updates in the other.
3. SLA Validation
   • Create a High Priority ticket and observe the SLA countdown and warning indicators.
4. Export Reports
   • Click Export Report in the Admin panel and verify CSV/Excel downloads.
5. Bulk Actions
   • Select multiple tickets and apply Mark Resolved or other bulk actions.

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⚠️ Deployment Notes

• Update the .env file with the following variables:

  GOOGLE_CLIENT_ID=your_google_client_id
  MAIL_USERNAME=your_email
  MAIL_PASSWORD=your_email_password
  

• Install new dependencies:

  pip install -r requirements.txt

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📌 Version

v2 -- Enterprise Edition

📸 Screenshots

Login Page	Student Dashboard

Create Ticket	Ticket Details

🚀 Getting Started

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Follow these instructions to get a copy of the project up and running on your local machine for development and testing purposes.

Prerequisites

• Python 3.10+
• MongoDB Account (or local instance)
• Git

1. Clone the Repository

git clone [https://github.com/codegallery-me/University-Help-Desk.git](https://github.com/codegallery-me/University-Help-Desk.git)
cd University-Help-Desk