fix: refine AI routing, NER keywords, timezone shift, and UI title summary

Author: ritesh-1918

Frontend/src/hooks/useRealtimeNotifications.js

@@ -92,23 +92,28 @@ const useRealtimeNotifications = () => {
             // For now, we rely on recipientRole filter in the UI components.
 
             if (isFromAdmin) {
-                // Sent by Admin -> Notify User
-                addNotification({
-                    title: 'New Response from Support',
-                    message: newMessage.message || "An agent replied to your ticket.",
-                    ticketId: newMessage.ticket_id,
-                    type: 'message',
-                    recipientRole: 'user'
-                });
+                // Sent by Admin -> Notify User (only if it's their ticket)
+                // Note: ideally we'd check isOwner here, but for now we filter by role
+                if (profile.role === 'user') {
+                    addNotification({
+                        title: 'New Response from Support',
+                        message: newMessage.message?.length > 120 ? newMessage.message.substring(0, 120) + "..." : (newMessage.message || "An agent replied to your ticket."),
+                        ticketId: newMessage.ticket_id,
+                        type: 'message',
+                        recipientRole: 'user'
+                    });
+                }
             } else {
                 // Sent by User -> Notify Admin
-                addNotification({
-                    title: 'New Message from User',
-                    message: newMessage.message || "A user replied to their ticket.",
-                    ticketId: newMessage.ticket_id,
-                    type: 'message',
-                    recipientRole: 'admin'
-                });
+                if (isAdmin) {
+                    addNotification({
+                        title: 'New Message from User',
+                        message: newMessage.message || "A user replied to their ticket.",
+                        ticketId: newMessage.ticket_id,
+                        type: 'message',
+                        recipientRole: 'admin'
+                    });
+                }
             }
         };
 

Frontend/src/user/pages/TicketDetail.jsx

@@ -180,7 +180,7 @@ const TicketDetail = () => {
                             </span>
                         </div>
                         <h1 className="text-3xl sm:text-4xl font-black text-gray-900 tracking-tight leading-[1.15] max-w-3xl">
-                            {ticket.text || ticket.summary || "No description provided"}
+                            {ticket.text?.length > 120 ? ticket.text.substring(0, 120) + "..." : (ticket.text || ticket.summary || "No description provided")}
                         </h1>
                     </div>
                 </div>

Frontend/src/utils/dateUtils.js

@@ -1,49 +1,47 @@
 /**
  * Unified Date Utility for HELPDESK.AI
- * Follows IST by default but adapts to user's local timezone.
+ * Fixes timezone shift issues by explicitly forcing local display.
  */
 
-/**
- * Formats a date string into a readable format.
- * Defaults to the user's local timezone but ensures consistency.
- */
 export const formatTimelineDate = (dateStr) => {
     if (!dateStr) return null;
-    const date = new Date(dateStr);
 
-    // User's locale and timezone
-    const userLocale = navigator.language || 'en-IN';
-    const userTimeZone = Intl.DateTimeFormat().resolvedOptions().timeZone;
+    // Ensure the date string is interpreted as UTC if it's an ISO string from DB
+    let date;
+    if (typeof dateStr === 'string' && !dateStr.includes('Z') && !dateStr.includes('+')) {
+        // If it's a raw string without TZ, assume it was intended as UTC from our backend
+        date = new Date(dateStr + 'Z');
+    } else {
+        date = new Date(dateStr);
+    }
 
-    return new Intl.DateTimeFormat(userLocale, {
-        timeZone: userTimeZone,
+    if (isNaN(date.getTime())) return 'Invalid Date';
+
+    // Using the browser's default locale and timeZone (which is the user's local)
+    return date.toLocaleString(undefined, {
         day: '2-digit',
         month: 'short',
         year: 'numeric',
         hour: '2-digit',
         minute: '2-digit',
         hour12: true
-    }).format(date);
+    });
 };
 
-/**
- * Returns the timezone abbreviation (e.g., "IST", "EST")
- */
 export const getTimeZoneAbbr = () => {
-    return new Intl.DateTimeFormat('en-US', {
-        timeZoneName: 'short',
-        timeZone: Intl.DateTimeFormat().resolvedOptions().timeZone
-    })
-    .formatToParts(new Date())
-    .find(part => part.type === 'timeZoneName')?.value || 'UTC';
+    try {
+        return new Intl.DateTimeFormat('en-US', {
+            timeZoneName: 'short'
+        })
+        .formatToParts(new Date())
+        .find(part => part.type === 'timeZoneName')?.value || 'IST';
+    } catch (e) {
+        return 'IST';
+    }
 };
 
-/**
- * Combines date and timezone for a clear UI display.
- * Example: "Mar 25, 2026, 01:30 PM (IST)"
- */
 export const formatFullTimestamp = (dateStr) => {
     const formatted = formatTimelineDate(dateStr);
-    if (!formatted) return 'Pending...';
+    if (!formatted) return 'Processing...';
     return `${formatted} (${getTimeZoneAbbr()})`;
 };

backend/services/classifier_service.py

@@ -122,17 +122,23 @@ def predict(self, text: str) -> dict:
         # Derive auto_resolve
         auto_resolve = subcategory in AUTO_RESOLVE_SUBS
 
-        # Apply confidence threshold
-        CONFIDENCE_THRESHOLD = 0.20
-        if confidence < CONFIDENCE_THRESHOLD:
-            return {
-                "category": "General",
-                "subcategory": "Incomplete Information",
-                "priority": "Low",
-                "auto_resolve": False,
-                "assigned_team": "General Support",
-                "confidence": confidence,
-            }
+        # --- Regex Override Layer (Boost for Technical Keywords) ---
+        tech_keywords = {
+            "Network": ["IP address", "hostname", "connection", "network", "bandwidth", "DNS", "firewall", "VPN"],
+            "Software": ["crash", "load", "website", "application", "error", "bug", "failing", "software"],
+            "Access": ["login", "password", "access", "authentication", "account", "permission"]
+        }
+        
+        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, override it
+                if category == "General" or confidence < 0.6:
+                    category = cat
+                    assigned_team = TEAM_MAP.get(cat, "General Support")
+                    # If we found a keyword, we're more confident
+                    confidence = max(confidence, 0.85) 
+                    break
 
         return {
             "category": category,

backend/services/ner_service.py

@@ -17,8 +17,10 @@
 
 # Regex patterns for high-fidelity extraction
 REGEX_PATTERNS = {
-    "IP_ADDRESS": r"\b(?:\d{1,3}\.){3}\d{1,3}\b",
-    "HOSTNAME": r"\b(?:srv|db|app|web|dev|prod)-[\w\d-]+\b", # Common conventions
+    "IP_ADDRESS": r"\b(?:\d{1,3}\.){3}\d{1,3}\b|IP\s?Address",
+    "HOSTNAME": r"\b(?:srv|db|app|web|dev|prod)-[\w\d-]+\b|Hostname",
+    "NETWORK_ERROR": r"Network issues|Timeout|Connection failed|Cannot load",
+    "LOGIN_ISSUE": r"logging in|login error|authentication failed",
     "VLAN": r"\bVLAN\s?\d+\b"
 }