Indotalent Enterprise Kit Documentation

Overview

Helpdesk is an internal IT support ticketing application. Guests submit and track their own support requests through a self-service portal, while an agent team (Members and Admins) triages, assigns, and resolves those tickets through a resolution-stage lifecycle. Every ticket belongs to a support team and an agent (PIC), is measured against a Service Level Agreement (SLA) that produces a target solve estimation date, and is supported by image/file attachments and a running discussion thread.

Helpdesk Team Management

Helpdesk Teams are the support groups that own tickets. A team is a simple master record (name and description) that tickets, helpdesk agents, and SLA policies reference. Routing a ticket to a team selects the team's SLA policy and makes the ticket visible to that team's agents. Typical teams include the IT Support Team, the Network Team, and the Application Support Team.

Helpdesk Agent Management

Helpdesk Agents are the support staff who resolve tickets. Each agent links a login account (an ApplicationUser with the Member role) to a helpdesk team and acts as the person-in-charge (PIC) for assigned tickets. Because agents reference login accounts, agent records are created after the corresponding user exists, and a ticket can only be assigned to an agent who belongs to the ticket's team.

SLA Policy Management

An SLA Policy defines the service commitment for a helpdesk team: the target resolution stage and the number of resolution due hours. When a ticket is created or updated with a team that has an SLA policy, the solve estimation date is computed automatically as SolveEstimationDate = TicketDate + ResolutionDueHours. Tickets without a matching policy simply have no estimation date.

Ticket Group & Ticket Sub Group

Ticket Groups and Ticket Sub Groups form a two-level classification taxonomy that helps agents understand the nature of a request at a glance. Groups are broad categories such as Hardware, Software, Network, and Access. Sub Groups refine a category further — for example, under Hardware you find Desktop, Laptop, and Printer; under Software you find Email, ERP, and OS; under Network you find VPN, WiFi, and Internet.

Ticket Management

Tickets are the core work item of the helpdesk. Each ticket captures a title, summary, long description, priority, tags, the owning team and agent, the requesting guest, the ticket date, and an SLA-derived solve estimation date. Tickets progress through the resolution stage lifecycle:

New → InProgress → OnHold → Solved or Cancelled

Every ticket can carry image and file attachments, and maintains a discussion thread of messages from the requesting guest and the assigned agents, keeping the full history of the request in one place.

Self-Service "My Ticket"

The Self Service area gives Guests a personal view of their own support requests. Guests can create tickets, track their resolution stage, and participate in the discussion thread. Ownership is enforced server-side: a guest can only see, open, and reply to tickets where they are the recorded owner (GuestUserId), and the owner is set by the server, never by the client.

Authentication

Full-featured authentication with ASP.NET Core Identity, JWT access tokens with refresh token rotation, and optional Firebase SSO.

// 1. Login → POST /api/auth/login with email+password
// 2. Response returns: { token, refreshToken, expiresAt, user }
// 3. When access token expires → POST /api/auth/refresh
//    with { refreshToken } → new token pair (rotation)
// 4. Refresh token is hashed (SHA256) and stored in DB

Role-Based Authorization

Pre-configured roles: Guest, Member, and Admin. New users automatically receive the Guest role.

public static class ApplicationRoles
{
    public const string AdminConst  = "Admin";
    public const string MemberConst = "Member";
    public const string GuestConst  = "Guest";
}

SSO Firebase

Indotalent supports Firebase Single Sign-On (SSO) as an optional authentication method. When enabled, users can sign in using their Google account via Firebase Authentication. The Firebase configuration is stored in appsettings.json under the SsoFirebase section.

To enable Firebase SSO, configure the following in appsettings.json:

"SsoFirebase": {
    "IsUsed": true,
    "ProjectId": "xxx",
    "ApiKey": "xxx",
    "AuthDomain": "xxx.firebaseapp.com",
    "StorageBucket": "xxx.firebasestorage.app",
    "MessagingSenderId": "xxx",
    "AppId": "xxx"
}

Set "IsUsed": true to enable Firebase SSO. Replace the placeholder values (xxx) with your actual Firebase project credentials from the Firebase Console. Set "IsUsed": false to disable Firebase SSO and use only the built-in Identity authentication.

AutoNumber Generation

Entities implementing IHasAutoNumber get auto-generated codes like COMP-0001.

Background Jobs (Hangfire)

Hangfire with built-in dashboard at /hangfire (Admin only). Supports recurring, fire-and-forget, and delayed jobs.

Multi-Database

Switch between InMemory, SQL Server, and PostgreSQL with a single config change. The application supports three database providers — simply toggle "IsUsed" to switch between them.

Configure your database provider in appsettings.json under DatabaseSettings:

"DatabaseSettings": {
    // InMemory (default, no external DB needed)
    "InMemory": {
        "IsUsed": true,
        "ConnectionString": "IndotalentDb",
        "TimeoutInSeconds": 1800
    },
    // Microsoft SQL Server
    "MsSQL": {
        "IsUsed": false,
        "ConnectionString": "Server=localhost\\SQLEXPRESS;Database=MyDb;Trusted_Connection=True;TrustServerCertificate=True",
        "TimeoutInSeconds": 1800
    },
    // PostgreSQL
    "PostgreSQL": {
        "IsUsed": false,
        "ConnectionString": "Host=localhost;Database=MyDb;Username=postgres;Password=yourpassword",
        "TimeoutInSeconds": 1800
    }
}

To switch providers, set the desired provider's "IsUsed" to true and the others to false. Only one provider can be active at a time. Update the ConnectionString to match your database server credentials.

Demo Mode

Indotalent includes a Demo Mode feature that, when enabled, automatically seeds the database with dummy demo data on application startup. This is useful for testing, presentations, or evaluation purposes without needing to manually enter data.

Configure Demo Mode in appsettings.json:

"DemoMode": {
    "IsDemo": true
}

Set "IsDemo": true to enable Demo Mode — the application will seed dummy data (sample users, roles, and demo records) on every startup. Set "IsDemo": false to disable it and start with a clean database.

AI Chat

Indotalent includes an AI Chat feature that can be enabled by configuring your preferred AI provider's API key. The application supports multiple AI providers including ChatGPT, Claude, Gemini, and DeepSeek.

Configure AI Chat in appsettings.json under AiSettings:

"AiSettings": {
    // Choose your provider: "ChatGPT", "Claude", "Gemini", or "DeepSeek"
    "Provider": "ChatGPT",
    "ChatGPT": {
        "ApiKey": "sk-your-chatgpt-api-key",
        "Model": "gpt-4o"
    },
    "Claude": {
        "ApiKey": "sk-ant-your-claude-api-key",
        "Model": "claude-3-opus-20240229"
    },
    "Gemini": {
        "ApiKey": "your-gemini-api-key",
        "Model": "gemini-1.5-pro"
    },
    "DeepSeek": {
        "ApiKey": "your-deepseek-api-key",
        "Model": "deepseek-v4-flash"
    }
}

To enable AI Chat, set the "Provider" field to your chosen provider name and fill in the corresponding "ApiKey" with your actual API key from that provider. Leave the API keys empty to disable the AI Chat feature.

Email Delivery

Multi-provider email service supporting SendGrid, Mailgun, SMTP, and Mailjet. Toggle "IsUsed" to switch between providers.

Configure email delivery in appsettings.json under EmailSettings:

"EmailSettings": {
    // SendGrid
    "SendGrid": {
        "IsUsed": false,
        "ApiKey": "SG.your-sendgrid-api-key",
        "FromEmail": "noreply@email.com"
    },
    // Mailgun
    "Mailgun": {
        "IsUsed": false,
        "ApiKey": "key-your-mailgun-api-key",
        "Domain": "mg.yourdomain.com",
        "FromEmail": "noreply@email.com"
    },
    // Mailjet
    "Mailjet": {
        "IsUsed": false,
        "ApiKey": "mj-your-public-key",
        "ApiSecret": "mj-your-private-key",
        "FromEmail": "noreply@email.com"
    },
    // SMTP (default)
    "Smtp": {
        "IsUsed": true,
        "Host": "smtp.gmail.com",
        "Port": 465,
        "UserName": "your-email@gmail.com",
        "Password": "your-app-password",
        "FromAddress": "your-email@gmail.com",
        "FromName": "no-reply"
    }
}

To switch email providers, set the desired provider's "IsUsed" to true and the others to false. Only one provider can be active at a time. Fill in the API keys and credentials for your chosen provider.

File Upload / Download

File storage service supporting local file system with upload, download, delete operations.

Health Checks

Built-in health check endpoints with dashboard UI at /Admin/HealthCheck/Index.

Logging (Serilog)

Structured logging with Serilog. Writes to rolling files with automatic 3-day cleanup via Hangfire.

Rate Limiting

Four rate limiting policies using System.Threading.RateLimiting, configurable via appsettings.json.