RubyGems - support_desk - Versions diffs - 0.1.0 - Mend

support_desk 0.1.0

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Files changed (84) hide show

checksums.yaml +7 -0
data/.rubocop.yml +32 -0
data/.simplecov +53 -0
data/Appraisals +18 -0
data/CHANGELOG.md +135 -0
data/LICENSE.txt +21 -0
data/README.md +469 -0
data/Rakefile +55 -0
data/app/assets/stylesheets/support_desk.css +242 -0
data/app/controllers/support_desk/application_controller.rb +92 -0
data/app/controllers/support_desk/console/application_controller.rb +18 -0
data/app/controllers/support_desk/console/tickets_controller.rb +26 -0
data/app/controllers/support_desk/tickets_controller.rb +119 -0
data/app/helpers/support_desk/engine_helper.rb +196 -0
data/app/views/chats/slots/_inbox_top.html.erb +31 -0
data/app/views/chats/slots/_locked_composer.html.erb +18 -0
data/app/views/support_desk/console/tickets/_actions.html.erb +29 -0
data/app/views/support_desk/console/tickets/_assignment.html.erb +60 -0
data/app/views/support_desk/console/tickets/_composer.html.erb +71 -0
data/app/views/support_desk/console/tickets/_context_card.html.erb +53 -0
data/app/views/support_desk/console/tickets/_message.html.erb +48 -0
data/app/views/support_desk/console/tickets/_nav_badge.html.erb +19 -0
data/app/views/support_desk/console/tickets/_tabs.html.erb +15 -0
data/app/views/support_desk/console/tickets/_ticket_row.html.erb +56 -0
data/app/views/support_desk/console/tickets/_timeline.html.erb +37 -0
data/app/views/support_desk/console/tickets/_transcript.html.erb +26 -0
data/app/views/support_desk/console/tickets/index.html.erb +37 -0
data/app/views/support_desk/console/tickets/show.html.erb +45 -0
data/app/views/support_desk/tickets/_context_card.html.erb +14 -0
data/app/views/support_desk/tickets/_door.html.erb +12 -0
data/app/views/support_desk/tickets/_pick_thing.html.erb +55 -0
data/app/views/support_desk/tickets/_pick_topic.html.erb +30 -0
data/app/views/support_desk/tickets/_ticket_row.html.erb +31 -0
data/app/views/support_desk/tickets/_wizard_header.html.erb +23 -0
data/app/views/support_desk/tickets/_write.html.erb +56 -0
data/app/views/support_desk/tickets/index.html.erb +53 -0
data/app/views/support_desk/tickets/new.html.erb +14 -0
data/app/views/support_desk/tickets/rate_limited.html.erb +40 -0
data/config/console_routes.rb +16 -0
data/config/locales/support_desk.console.en.yml +93 -0
data/config/locales/support_desk.console.es.yml +93 -0
data/config/locales/support_desk.en.yml +79 -0
data/config/locales/support_desk.es.yml +84 -0
data/config/routes.rb +24 -0
data/context7.json +4 -0
data/gemfiles/rails_7.2.gemfile +34 -0
data/gemfiles/rails_8.0.gemfile +34 -0
data/gemfiles/rails_8.1.gemfile +34 -0
data/lib/generators/support_desk/console_generator.rb +94 -0
data/lib/generators/support_desk/install_generator.rb +86 -0
data/lib/generators/support_desk/templates/console/controller.rb.erb +43 -0
data/lib/generators/support_desk/templates/console/resource.rb.erb +44 -0
data/lib/generators/support_desk/templates/create_support_desk_tables.rb.erb +224 -0
data/lib/generators/support_desk/templates/initializer.rb +186 -0
data/lib/generators/support_desk/views_generator.rb +50 -0
data/lib/support_desk/configuration.rb +675 -0
data/lib/support_desk/console.rb +487 -0
data/lib/support_desk/console_engine.rb +63 -0
data/lib/support_desk/console_routes.rb +107 -0
data/lib/support_desk/context_card.rb +90 -0
data/lib/support_desk/current.rb +26 -0
data/lib/support_desk/doctor.rb +220 -0
data/lib/support_desk/engine.rb +141 -0
data/lib/support_desk/errors.rb +49 -0
data/lib/support_desk/events.rb +122 -0
data/lib/support_desk/macros.rb +73 -0
data/lib/support_desk/models/application_record.rb +11 -0
data/lib/support_desk/models/assignment.rb +83 -0
data/lib/support_desk/models/concerns/agent.rb +79 -0
data/lib/support_desk/models/concerns/requester.rb +71 -0
data/lib/support_desk/models/concerns/supportable.rb +88 -0
data/lib/support_desk/models/desk.rb +101 -0
data/lib/support_desk/models/event.rb +72 -0
data/lib/support_desk/models/ticket.rb +1124 -0
data/lib/support_desk/queue.rb +171 -0
data/lib/support_desk/summary.rb +70 -0
data/lib/support_desk/test_helpers.rb +137 -0
data/lib/support_desk/timeline.rb +104 -0
data/lib/support_desk/topic.rb +290 -0
data/lib/support_desk/topic_tree.rb +214 -0
data/lib/support_desk/version.rb +5 -0
data/lib/support_desk/wizard.rb +392 -0
data/lib/support_desk.rb +288 -0
metadata +229 -0

data/app/helpers/support_desk/engine_helper.rb ADDED Viewed

@@ -0,0 +1,196 @@
+# frozen_string_literal: true
+module SupportDesk
+  # View helpers, available BOTH inside the engine's own views and in the
+  # HOST app's views (mixed into ActionView via the on_load hook at the
+  # bottom of this file — the same pattern chats and moderate use).
+  #
+  # Two of them are the public API (PRD §4.6):
+  #
+  #   <%= link_to_support about: @ride %>
+  #   <%= support_unread_badge %>
+  #
+  # The rest are what the bundled views render with, and they stay available
+  # after `rails g support_desk:views` so an ejected copy keeps working.
+  module EngineHelper
+    # Which frame the wizard renders on each of its three steps.
+    WIZARD_PARTIALS = { topic: "pick_topic", subject: "pick_thing", compose: "write" }.freeze
+    # The door: "¿Necesitas ayuda con esto?" next to a record, or "Contactar
+    # con soporte" on its own.
+    #
+    #   <%= link_to_support about: @ride %>
+    #   <%= link_to_support about: @withdrawal, text: "Reportar un problema", class: "btn" %>
+    #   <%= link_to_support text: "Contactar con soporte" %>
+    #
+    # Renders NOTHING when there is no requester, when the record isn't
+    # supportable, or when it isn't this requester's to ask about — so it is
+    # safe to drop into a shared partial unconditionally. When they already
+    # have a case open about it, the door leads to that conversation instead
+    # of opening a second one.
+    def link_to_support(about: nil, text: nil, **html_options)
+      requester = support_desk_requester
+      return if requester.nil?
+      return if about && !support_subject_available?(about, requester)
+      ticket = about && open_support_ticket_about(about, requester)
+      if ticket
+        link_to text || t("support_desk.doors.existing"), support_thread_path(ticket), **html_options
+      else
+        link_to text || support_door_text(about), support_desk_routes.new_ticket_path(**support_door_params(about)),
+                **html_options
+      end
+    end
+    # The number for a nav item or a tab dock: unread messages across every
+    # support conversation this requester has. Renders nothing at zero, so
+    # an empty badge never sits in a layout.
+    def support_unread_badge(requester = support_desk_requester, css_class: "chats-badge")
+      return if requester.nil? || !requester.respond_to?(:unread_support_count)
+      count = requester.unread_support_count
+      return if count.zero?
+      tag.span(count > 99 ? "99+" : count, class: css_class)
+    end
+    # --- What the bundled views render with -----------------------------------
+    # The gem's bundled stylesheet, into the host layout's <head> — where a
+    # stylesheet belongs, where `data-turbo-track` means something, and where
+    # it loads before the page paints instead of after.
+    #
+    # Requires `<%= yield :head %>` in the host layout (every Rails app
+    # generated this decade has one; add it if yours doesn't). Rendering a
+    # <link> mid-body instead would be invalid markup, an inert turbo-track
+    # attribute, and a flash of unstyled support screen.
+    def support_desk_styles
+      content_for(:head) { stylesheet_link_tag "support_desk", "data-turbo-track": "reload" }
+    end
+    # "Normalmente respondemos en menos de 24 h" for a desk, or nil when the
+    # desk promises nothing. The same `config.reply_within` the SLA breaches
+    # on — one setting, one truth.
+    def support_reply_promise(desk_key = :default)
+      within = SupportDesk.config.desk(desk_key).reply_within
+      return nil if within.nil?
+      t("support_desk.thread.promise", time: SupportDesk::Wizard.humanize_duration(within))
+    end
+    # The status line under a case in the requester's list: who owes the next
+    # word, or that it's over.
+    def support_ticket_state(ticket)
+      return t("support_desk.tickets.state.closed") if ticket.closed?
+      ticket.awaiting_reply? ? t("support_desk.tickets.state.awaiting_reply") : t("support_desk.tickets.state.answered")
+    end
+    # The partial for the step this wizard is on. The wizard decides which
+    # step that is; this only says where the template lives.
+    def support_wizard_partial(wizard)
+      "support_desk/tickets/#{WIZARD_PARTIALS.fetch(wizard.step)}"
+    end
+    # Whether the chats inbox should show the "¿Necesitas ayuda? Escríbenos"
+    # door for +viewer+: only under `inbox_entry: :always`, and only until
+    # they have a case, because from then on chats renders the desk's own
+    # grouped row and two entries would be one too many.
+    def support_inbox_door?(viewer)
+      return false unless viewer.respond_to?(:ask_support!)
+      key = viewer.class.try(:support_desk_key) || :default
+      return false unless SupportDesk.config.desk(key).inbox_entry == :always
+      !viewer.support_tickets.exists?
+    end
+    # The desk's face. Once the desk has a row it is just another chats
+    # messager, so chats draws it; before that (nobody has ever written to
+    # it) an initials disc from `config.name`.
+    #
+    # It never CREATES the desk: this renders on an inbox that may have
+    # nothing to do with support, and a page view is not a reason to INSERT.
+    def support_desk_avatar(desk_key = :default, css_class: "chats-avatar")
+      desk = SupportDesk::Desk.find_by(key: desk_key.to_s)
+      return chats_messager_avatar(desk, css_class: css_class) if desk
+      name = SupportDesk.config.desk(desk_key).name
+      initials = name.to_s.split.first(2).filter_map { |word| word[0] }.join.upcase
+      tag.span(initials.presence || "?", class: "#{css_class} chats-avatar--initials", "aria-hidden": true)
+    end
+    # Where a case is read and answered: its chats conversation. Falls back
+    # to the engine's own ticket URL (which redirects to the same place) for
+    # the one case that has no conversation yet, so a link is never dead.
+    def support_thread_path(ticket)
+      return support_desk_routes.ticket_path(ticket) if ticket.conversation.nil? || !respond_to?(:chats_routes)
+      chats_routes.conversation_path(ticket.conversation)
+    end
+    # Engine URL helpers that work from EVERY render context: the mounted
+    # proxy (`support_desk.`) inside host views and broadcasts, and the
+    # engine's own helpers when the host hasn't mounted it under the default
+    # name. Same reasoning as chats' `chats_routes`.
+    def support_desk_routes
+      respond_to?(:support_desk) ? support_desk : SupportDesk::Engine.routes.url_helpers
+    end
+    private
+    # The current requester in whatever context the helper runs (host page or
+    # engine view), resolved through the configured controller method.
+    def support_desk_requester
+      method_name = SupportDesk.config.current_requester_method
+      requester = respond_to?(method_name) ? send(method_name) : nil
+      requester if requester.respond_to?(:ask_support!)
+    end
+    # The requester's open cases, keyed by what they are about, loaded ONCE
+    # per request however many doors the page draws. A list screen with a
+    # door on every card (CarHey's trip cards) would otherwise pay a query
+    # per card, which is the kind of N+1 that only shows up in production.
+    #
+    # Memoised on the view instance, which is the render's own scope — the
+    # same place chats caches its slot lookups.
+    def open_support_ticket_about(record, requester)
+      @support_open_tickets ||= SupportDesk::Ticket.not_closed
+                                                   .where(requester: requester)
+                                                   .where.not(subject_id: nil)
+                                                   .index_by { |t| [ t.subject_type, t.subject_id.to_s ] }
+      @support_open_tickets[[ record.class.polymorphic_name, record.id.to_s ]]
+    end
+    # Supportable, and theirs to ask about.
+    def support_subject_available?(record, requester)
+      return false unless record.respond_to?(:supportable?) && record.supportable?
+      record.supportable_by?(requester)
+    end
+    def support_door_text(about)
+      return t("support_desk.doors.new") if about.nil?
+      t("support_desk.doors.about", subject: about.support_label)
+    end
+    def support_door_params(about)
+      return {} if about.nil?
+      { about: SupportDesk::Wizard.sign_subject(about) }
+    end
+  end
+end
+# Expose the helpers to the HOST app's views (isolated engines don't share
+# helpers automatically). The hook lives HERE, at the bottom of the file that
+# defines the constant — not in an engine initializer — so it is
+# self-resolving: whenever this file loads, the constant already exists by
+# the time the hook can run. See the same note in Chats::EngineHelper.
+if defined?(ActiveSupport)
+  ActiveSupport.on_load(:action_view) do
+    include SupportDesk::EngineHelper
+  end
+end

data/app/views/chats/slots/_inbox_top.html.erb ADDED Viewed

@@ -0,0 +1,31 @@
+<%# chats' `inbox_top` slot, shipped by this engine (seam S5).
+    The desk's own inbox row comes from chats, from `acts_as_messager inbox:
+    :grouped` — this is NOT that row. This is the door that stands in its
+    place BEFORE the requester has ever written: a support entry that only
+    appears once you already have a ticket is undiscoverable, which is the
+    whole reason `config.inbox_entry` defaults to :always.
+    Locals come from chats' inbox (viewer:, inbox:). Renders nothing under
+    :when_tickets or :never, and nothing once there is a real row to show. %>
+<% if support_inbox_door?(viewer) %>
+  <%= support_desk_styles %>
+  <ul class="chats-inbox__list support-desk-inbox-door">
+    <li class="chats-row">
+      <%= link_to support_desk_routes.root_path, class: "chats-row__link" do %>
+        <%= support_desk_avatar(viewer.class.try(:support_desk_key) || :default) %>
+        <span class="chats-row__body">
+          <span class="chats-row__top">
+            <span class="chats-row__title">
+              <%= SupportDesk.config.desk(viewer.class.try(:support_desk_key) || :default).name %>
+            </span>
+          </span>
+          <span class="chats-row__bottom">
+            <span class="chats-row__preview"><%= t("support_desk.inbox.empty_hint") %></span>
+          </span>
+        </span>
+      <% end %>
+    </li>
+  </ul>
+<% end %>

data/app/views/chats/slots/_locked_composer.html.erb ADDED Viewed

@@ -0,0 +1,18 @@
+<%# chats' `locked_composer` slot (seam S5). It replaces the BODY of the
+    locked composer, so it renders the notice itself in both branches — a
+    conversation locked by something that isn't a ticket must look exactly
+    like chats' own default.
+    Only a desk configured `closed_tickets: :locked` ever gets here: the
+    default (:reopen_on_reply) leaves the composer in place and writing
+    reopens the case. When it IS locked, the way forward is a new
+    conversation, prefilled with the same topic, because a closed door with
+    no other door next to it is where support tickets go to die. %>
+<p class="chats-composer__locked-notice"><%= notice %></p>
+<% if (ticket = SupportDesk::Ticket.for_conversation(conversation)) %>
+  <%= support_desk_styles %>
+  <%= link_to t("support_desk.doors.new_conversation"),
+              support_desk_routes.new_ticket_path(topic: ticket.topic&.path),
+              class: "support-desk-button" %>
+<% end %>

data/app/views/support_desk/console/tickets/_actions.html.erb ADDED Viewed

@@ -0,0 +1,29 @@
+<%# Close, reopen, and refile — the header buttons.
+    Nothing here decides what an agent may do: `ticket.actions_for(agent)`
+    already filtered the list by policy, status and duty, so this file
+    renders exactly what it was handed. Adding a button that isn't in
+    `actions` would render something the server refuses, which is how
+    consoles end up teaching people to ignore errors. %>
+<div class="flex flex-wrap items-center gap-2">
+  <% if actions.include?(:change_topic) %>
+    <%= form_with url: console_ticket_path(ticket, :change_topic), method: :post, class: "flex items-center gap-2" do %>
+      <%= select_tag :topic,
+            options_for_select(ticket.desk_config.topics.leaves.map { |topic| [ topic.full_label, topic.path ] },
+                               ticket.topic&.path),
+            class: "rounded-md border border-slate-300 px-2 py-1.5 text-sm" %>
+      <%= submit_tag t("support_desk.console.actions.change_topic"),
+            class: "rounded-md border border-slate-300 px-3 py-1.5 text-sm font-medium hover:bg-slate-50" %>
+    <% end %>
+  <% end %>
+  <% if actions.include?(:close) %>
+    <%= button_to t("support_desk.console.actions.close"), console_ticket_path(ticket, :close), method: :post,
+          class: "rounded-md border border-slate-300 px-3 py-1.5 text-sm font-medium hover:bg-slate-50" %>
+  <% end %>
+  <% if actions.include?(:reopen) %>
+    <%= button_to t("support_desk.console.actions.reopen"), console_ticket_path(ticket, :reopen), method: :post,
+          class: "rounded-md bg-slate-900 px-3 py-1.5 text-sm font-medium text-white hover:bg-slate-700" %>
+  <% end %>
+</div>

data/app/views/support_desk/console/tickets/_assignment.html.erb ADDED Viewed

@@ -0,0 +1,60 @@
+<%# Who holds this case, and how it changes hands.
+    The console offers the same two moves whatever the reply policy is, on
+    purpose: "Tomar" for an agent who is going to answer now, and "Pasar a…"
+    for the one who is handing over. A hand-off carries a note, and that
+    note is always internal — the requester is told who is looking after
+    them (or not) by `config.announce_assignments`, never by reading a
+    staffing message.
+    The picker lists the desk's ON-DUTY agents, which is also the only set
+    the server will accept: an agent_id that isn't in the pool comes back as
+    a flash, not an assignment. %>
+<section class="rounded-lg border border-slate-200 bg-white p-4">
+  <h2 class="text-sm font-semibold"><%= t("support_desk.console.assignment.title") %></h2>
+  <p class="mt-2 text-sm text-slate-600">
+    <% if ticket.assigned? %>
+      <%= t("support_desk.console.assignment.held_by", agent: ticket.assignee.support_agent_name) %>
+    <% else %>
+      <%= t("support_desk.console.assignment.unassigned") %>
+    <% end %>
+  </p>
+<%# Everyone who could take it over, which is the desk's on-duty pool minus
+    two people: whoever already has it, and you. "Assign to myself" is what
+    Take is, and offering it twice in one panel is how a picker starts
+    lying about what it does. %>
+<% agents = ticket.desk.on_duty_agents.reject { |agent| agent == current_agent || ticket.assigned_to?(agent) } %>
+  <div class="mt-3 space-y-3">
+    <% if actions.include?(:assign) && !ticket.assigned_to?(current_agent) %>
+      <%= button_to t("support_desk.console.actions.take"), console_ticket_path(ticket, :take), method: :post,
+            class: "w-full rounded-md bg-slate-900 px-3 py-2 text-sm font-medium text-white hover:bg-slate-700" %>
+    <% end %>
+    <% if agents.any? && (actions.include?(:hand_off) || actions.include?(:assign)) %>
+      <% handing_off = actions.include?(:hand_off) %>
+      <%= form_with url: console_ticket_path(ticket, handing_off ? :hand_off : :assign), method: :post, class: "space-y-2" do %>
+        <%= select_tag :agent_id,
+              options_from_collection_for_select(agents, :id, :support_agent_name),
+              include_blank: t("support_desk.console.assignment.choose_agent"),
+              required: true,
+              class: "w-full rounded-md border border-slate-300 p-2 text-sm" %>
+        <% if handing_off %>
+          <%= text_field_tag :note, nil, placeholder: t("support_desk.console.assignment.note_placeholder"),
+                class: "w-full rounded-md border border-slate-300 p-2 text-sm" %>
+        <% end %>
+        <%= submit_tag t("support_desk.console.actions.#{handing_off ? "hand_off" : "assign"}"),
+              class: "w-full rounded-md border border-slate-300 px-3 py-2 text-sm font-medium hover:bg-slate-50" %>
+      <% end %>
+    <% end %>
+    <% if actions.include?(:release) %>
+      <%= button_to t("support_desk.console.actions.release"), console_ticket_path(ticket, :release), method: :post,
+            class: "w-full rounded-md border border-slate-300 px-3 py-2 text-sm font-medium hover:bg-slate-50" %>
+    <% end %>
+  </div>
+</section>

data/app/views/support_desk/console/tickets/_composer.html.erb ADDED Viewed

@@ -0,0 +1,71 @@
+<%# Two ways to write, and they are not the same thing: a REPLY goes to the
+    requester and moves the SLA clock, a NOTE never leaves the desk. Mixing
+    them up is the classic support-tool accident, so they are two tabs and
+    two buttons, never one box with a checkbox.
+    The tab lives in the URL (`?compose=note`) rather than in a Stimulus
+    controller: no JavaScript to ship, a state you can link to, and a
+    composer that still works on the day the bundle fails to build. %>
+<% composing_note = params[:compose].to_s == "note" %>
+<% may_reply = actions.include?(:reply) %>
+<section class="rounded-lg border border-slate-200 bg-white">
+  <nav class="flex gap-1 border-b border-slate-200 px-2 pt-2">
+    <% [ [ :reply, !composing_note ], [ :note, composing_note ] ].each do |tab, current| %>
+      <%= link_to console_ticket_path(ticket, :show, compose: tab),
+            "aria-current": ("page" if current),
+            class: "rounded-t-md px-3 py-2 text-sm font-medium #{current ? "bg-slate-900 text-white" : "text-slate-500 hover:text-slate-900"}" do %>
+        <%= t("support_desk.console.composer.#{tab}") %>
+      <% end %>
+    <% end %>
+  </nav>
+  <div class="p-4">
+    <% if composing_note %>
+      <%= form_with url: console_ticket_path(ticket, :note), method: :post do %>
+        <%= text_area_tag :body, nil, rows: 3, required: true,
+              placeholder: t("support_desk.console.composer.note_placeholder"),
+              class: "w-full rounded-md border border-amber-300 bg-amber-50 p-2 text-sm text-slate-900" %>
+        <div class="mt-2 flex items-center justify-between gap-3">
+          <p class="text-xs text-slate-500"><%= t("support_desk.console.composer.note_hint") %></p>
+          <%= submit_tag t("support_desk.console.actions.note"),
+                class: "rounded-md bg-amber-500 px-3 py-2 text-sm font-medium text-white hover:bg-amber-600" %>
+        </div>
+      <% end %>
+    <% elsif may_reply %>
+      <%# multipart is explicit because `form_with` only infers it from the
+          FORM BUILDER's file_field, and this is a file_field_tag — without
+          it the browser posts the filename as a plain String and the
+          attachment silently never happens. %>
+      <%= form_with url: console_ticket_path(ticket, :reply), method: :post, html: { multipart: true } do %>
+        <%= text_area_tag :body, nil, rows: 3,
+              placeholder: t("support_desk.console.composer.reply_placeholder"),
+              class: "w-full rounded-md border border-slate-300 p-2 text-sm" %>
+        <div class="mt-2 flex flex-wrap items-center justify-between gap-3">
+          <%= file_field_tag "files[]", multiple: true, class: "text-xs text-slate-500" %>
+          <%= submit_tag t("support_desk.console.actions.reply"),
+                class: "rounded-md bg-slate-900 px-3 py-2 text-sm font-medium text-white hover:bg-slate-700" %>
+        </div>
+      <% end %>
+    <% else %>
+      <%# `actions_for` already decided this agent may not answer — because
+          the desk is :assignee_only and somebody else holds the case, or
+          because it is closed. Say which, and offer the way out rather than
+          a box that would only 422. %>
+      <p class="text-sm text-slate-500">
+        <% if ticket.closed? %>
+          <%= t("support_desk.console.composer.closed") %>
+        <% elsif ticket.assigned? %>
+          <%= t("support_desk.console.composer.assignee_only", agent: ticket.assignee.support_agent_name) %>
+        <% else %>
+          <%# Nobody holds it, so there is no name to print — saying "is
+              handling this case" with a blank in front of it is worse than
+              saying nothing. Name the way out instead. %>
+          <%= t("support_desk.console.errors.take_it_first") %>
+        <% end %>
+      </p>
+    <% end %>
+  </div>
+</section>

data/app/views/support_desk/console/tickets/_context_card.html.erb ADDED Viewed

@@ -0,0 +1,53 @@
+<%# What the case is about, and what state that thing is in — the answer to
+    "do I have to go and look this up in another tab?".
+    Every value comes from SupportDesk::ContextCard, which is plain Ruby
+    reading the host's own `supportable` methods. The host decides what an
+    agent needs to see by writing `support_context` on their model; this
+    file just lays it out. %>
+<section class="rounded-lg border border-slate-200 bg-white p-4">
+  <h2 class="text-sm font-semibold text-slate-900"><%= t("support_desk.console.context.title") %></h2>
+  <dl class="mt-3 space-y-2 text-sm">
+    <div class="flex justify-between gap-3">
+      <dt class="text-slate-500"><%= t("support_desk.console.context.requester") %></dt>
+      <dd class="text-right font-medium"><%= card.requester_name %></dd>
+    </div>
+    <div class="flex justify-between gap-3">
+      <dt class="text-slate-500"><%= t("support_desk.console.context.open_tickets") %></dt>
+      <dd class="text-right tabular-nums"><%= card.requester_open_tickets %></dd>
+    </div>
+    <% if card.requester_since %>
+      <div class="flex justify-between gap-3">
+        <dt class="text-slate-500"><%= t("support_desk.console.context.member_since") %></dt>
+        <dd class="text-right"><%= l(card.requester_since.to_date, format: :long) %></dd>
+      </div>
+    <% end %>
+    <div class="flex justify-between gap-3">
+      <dt class="text-slate-500"><%= t("support_desk.console.context.topic") %></dt>
+      <dd class="text-right"><%= card.topic_label %></dd>
+    </div>
+    <% if card.status.present? %>
+      <div class="flex justify-between gap-3">
+        <dt class="text-slate-500"><%= t("support_desk.console.context.subject_status") %></dt>
+        <dd class="text-right font-medium"><%= card.status %></dd>
+      </div>
+    <% end %>
+    <% card.pairs.each do |key, value| %>
+      <div class="flex justify-between gap-3">
+        <dt class="text-slate-500"><%= key %></dt>
+        <dd class="text-right"><%= value %></dd>
+      </div>
+    <% end %>
+  </dl>
+  <% if card.subject_url.present? %>
+    <%= link_to t("support_desk.console.context.open_subject"), card.subject_url,
+          class: "mt-3 inline-block text-sm font-medium text-slate-900 underline underline-offset-2" %>
+  <% end %>
+</section>

data/app/views/support_desk/console/tickets/_message.html.erb ADDED Viewed

@@ -0,0 +1,48 @@
+<%# One message, from the desk's side of the glass: the requester on the
+    left, our answers on the right.
+    Who wrote it is a real question here. An agent's answer is SENT by the
+    desk and AUTHORED by the human (chats' S3 seam), which is what lets the
+    requester see one counterpart while the console still names the person —
+    so `sender` decides the side and `author` decides the signature. A reply
+    from an agent who isn't the assignee is a drop-in: the timeline records
+    it, and the signature is what makes it visible here. %>
+<% from_requester = message.sender_type == ticket.requester_type && message.sender_id.to_s == ticket.requester_id.to_s %>
+<% if message.system? %>
+  <p class="text-center text-xs text-slate-400"><%= message.visible_body %></p>
+<% else %>
+  <div class="flex gap-2 <%= "flex-row-reverse" unless from_requester %>">
+    <%= chats_messager_avatar(message.sender, css_class: "h-8 w-8 shrink-0 rounded-full") %>
+    <div class="max-w-[80%] rounded-lg px-3 py-2 text-sm <%= from_requester ? "bg-slate-100 text-slate-900" : "bg-slate-900 text-white" %>">
+      <% if message.deleted? %>
+        <em class="opacity-70"><%= message.visible_body %></em>
+      <% else %>
+        <% if message.body.present? %>
+          <%# Escaped text with pre-wrap, never simple_format: chat semantics
+              are literal, and every newline somebody typed is one they meant. %>
+          <div class="whitespace-pre-wrap break-words"><%= message.body %></div>
+        <% end %>
+        <% if message.attachments? %>
+          <ul class="mt-1 space-y-0.5">
+            <% message.files.each do |file| %>
+              <li>
+                <%= link_to file.filename.to_s, console_file_path(file),
+                      target: "_blank", rel: "noopener", class: "underline underline-offset-2" %>
+              </li>
+            <% end %>
+          </ul>
+        <% end %>
+      <% end %>
+      <div class="mt-1 flex items-center gap-2 text-[11px] <%= from_requester ? "text-slate-500" : "text-white/60" %>">
+        <% if (signature = chats_message_signature(message)) %>
+          <span><%= signature %></span>
+        <% end %>
+        <time datetime="<%= message.created_at.iso8601 %>"><%= l(message.created_at, format: :short) %></time>
+      </div>
+    </div>
+  </div>
+<% end %>

data/app/views/support_desk/console/tickets/_nav_badge.html.erb ADDED Viewed

@@ -0,0 +1,19 @@
+<%# The nav badge: how many cases this agent should feel responsible for —
+    their own, plus everything nobody has picked up.
+    Drop it into your admin nav, passing whoever is logged in:
+      render "madmin/support_tickets/nav_badge", agent: current_user
+    `Queue#badge` is one COUNT cached 30 seconds per agent, so putting it in
+    a layout that renders on every admin page costs nothing. Renders nothing
+    at all for somebody who isn't an agent, so it is safe in a shared nav. %>
+<% if agent.respond_to?(:support_agent?) && agent.support_agent? %>
+  <% count = SupportDesk::Queue.for(agent).badge %>
+  <span class="inline-flex items-center gap-2">
+    <%= t("support_desk.console.nav.title") %>
+    <% if count.positive? %>
+      <span class="rounded-full bg-red-600 px-1.5 text-xs font-medium tabular-nums text-white"><%= count %></span>
+    <% end %>
+  </span>
+<% end %>

data/app/views/support_desk/console/tickets/_tabs.html.erb ADDED Viewed

@@ -0,0 +1,15 @@
+<%# The queue tabs, straight from `queue.tabs` — [[:awaiting, "Pendientes", 4], …]
+    with the labels already translated, in the order an agent works them.
+    The selected tab travels in the URL (`?tab=`), so a tab is a link
+    anybody can bookmark, send to a colleague, or reload. %>
+<nav class="mb-4 flex flex-wrap gap-1" aria-label="<%= t("support_desk.console.queue.tabs_label") %>">
+  <% queue.tabs.each do |tab, label, count| %>
+    <% current = tab == scope %>
+    <%= link_to console_tickets_path(:index, tab: tab),
+          "aria-current": ("page" if current),
+          class: "inline-flex items-center gap-2 rounded-md px-3 py-1.5 text-sm font-medium #{current ? "bg-slate-900 text-white" : "text-slate-600 hover:bg-slate-100"}" do %>
+      <%= label %>
+      <span class="rounded-full <%= current ? "bg-white/20" : "bg-slate-200 text-slate-700" %> px-1.5 text-xs tabular-nums"><%= count %></span>
+    <% end %>
+  <% end %>
+</nav>

data/app/views/support_desk/console/tickets/_ticket_row.html.erb ADDED Viewed

@@ -0,0 +1,56 @@
+<%# One queue row: who is asking, what about, what was said last, how long
+    they have been waiting, who holds it, and where it came in through.
+    The waiting chip is coloured by the desk's OWN thresholds — the ticket
+    answers `at_risk?` and `overdue?` against `config.at_risk_after` and
+    `config.reply_within`, so a desk that promises an answer in an hour goes
+    red in an hour without anybody restyling this file.
+    Nothing here queries: the index preloads requester, assignee, desk and
+    the last message with its sender and author. %>
+<li>
+  <%= link_to console_ticket_path(ticket), class: "flex flex-wrap items-start gap-x-4 gap-y-2 px-4 py-3 hover:bg-slate-50" do %>
+    <div class="min-w-0 flex-1">
+      <div class="flex flex-wrap items-center gap-2">
+        <span class="font-medium"><%= ticket.label %></span>
+        <% pill = ticket.closed? ? "bg-slate-100 text-slate-600" : ticket.snoozed? ? "bg-indigo-50 text-indigo-700" : "bg-emerald-50 text-emerald-700" %>
+        <span class="rounded-full <%= pill %> px-2 py-0.5 text-xs font-medium">
+          <%= t("support_desk.status.#{ticket.status}") %>
+        </span>
+        <span class="font-mono text-xs text-slate-400"><%= ticket.reference %></span>
+      </div>
+      <p class="mt-0.5 text-sm text-slate-500">
+        <%= Chats.display_name_for(ticket.requester) %> · <%= ticket.topic&.full_label %>
+      </p>
+      <%# Speaker prefix in one expression: an agent's answer is SENT by the
+          desk and AUTHORED by the human, so `author` is the agent when there
+          is one and nil when the requester wrote it. %>
+      <% preview = ticket.conversation&.last_message %>
+      <% if preview && !preview.system? && preview.visible_body.present? %>
+        <p class="mt-1 truncate text-sm text-slate-600">
+          <span class="font-medium text-slate-700"><%= preview.author&.try(:support_agent_name) || Chats.display_name_for(preview.sender) %>:</span>
+          <%= truncate(preview.visible_body, length: 90) %>
+        </p>
+      <% end %>
+    </div>
+    <div class="flex shrink-0 flex-col items-end gap-1 text-xs">
+      <% if ticket.waiting_for %>
+        <% chip = ticket.overdue? ? "bg-red-50 text-red-700" : ticket.at_risk? ? "bg-amber-50 text-amber-800" : "bg-slate-100 text-slate-600" %>
+        <span class="rounded-full <%= chip %> px-2 py-0.5 font-medium">
+          <%= t("support_desk.console.row.waiting", duration: ticket.summary.waiting) %>
+        </span>
+      <% end %>
+      <span class="text-slate-500">
+        <%= ticket.assignee&.support_agent_name || t("support_desk.console.row.unassigned") %>
+      </span>
+      <span class="text-slate-400"><%= ticket.channels_summary %></span>
+    </div>
+  <% end %>
+</li>

data/app/views/support_desk/console/tickets/_timeline.html.erb ADDED Viewed

@@ -0,0 +1,37 @@
+<%# The whole story of the case: what was said and what was DONE, merged by
+    time. This is where a hand-off note, a drop-in and a topic change show
+    up — the half of the case the requester never sees.
+    Collapsed by default, because an agent opens a case to answer it, not to
+    audit it. `<details>` rather than a toggle controller: the browser has
+    had this for a decade and it survives a broken bundle. %>
+<details class="rounded-lg border border-slate-200 bg-white p-4">
+  <summary class="cursor-pointer text-sm font-semibold"><%= t("support_desk.console.timeline.title") %></summary>
+  <ol class="mt-3 space-y-2 text-sm">
+    <% ticket.timeline.each do |entry| %>
+      <li class="flex gap-2">
+        <time class="w-28 shrink-0 text-xs text-slate-400" datetime="<%= entry.at&.iso8601 %>">
+          <%= l(entry.at, format: :short) if entry.at %>
+        </time>
+        <div class="min-w-0">
+          <span class="font-medium text-slate-700">
+            <%= t("support_desk.console.timeline.kinds.#{entry.kind}", default: entry.kind.to_s.humanize) %>
+          </span>
+          <% actor = entry.actor %>
+          <% if actor %>
+            <span class="text-slate-500">
+              · <%= actor.is_a?(Symbol) ? t("support_desk.console.timeline.system") : (actor.try(:support_agent_name) || Chats.display_name_for(actor)) %>
+            </span>
+          <% end %>
+          <% if entry.body.present? %>
+            <p class="truncate text-slate-600"><%= truncate(entry.body, length: 120) %></p>
+          <% end %>
+        </div>
+      </li>
+    <% end %>
+  </ol>
+</details>