support_desk 0.1.0

data/app/views/support_desk/console/tickets/_transcript.html.erb

@@ -0,0 +1,26 @@
+<%# The conversation, exactly as the requester has it — this IS their thread,
+    not a copy of it.
+
+    We lay the bubbles out here rather than rendering chats' own
+    `chats/messages/_message`: that partial is built for the requester's
+    thread (its CSS, its long-press menu, its reaction buttons, its Stimulus
+    controller), and none of that belongs in an admin console. What we DO
+    reuse is chats' view API — `chats_messager_avatar` and
+    `chats_message_signature` are mixed into every host's ActionView — so
+    avatars and signatures look the same on both sides of the desk. %>
+<section class="rounded-lg border border-slate-200 bg-white">
+  <h2 class="border-b border-slate-200 px-4 py-3 text-sm font-semibold">
+    <%= t("support_desk.console.transcript.title") %>
+  </h2>
+
+  <div class="max-h-[32rem] space-y-3 overflow-y-auto p-4">
+    <% messages = support_transcript(ticket) %>
+    <% if messages.empty? %>
+      <p class="text-sm text-slate-500"><%= t("support_desk.console.transcript.empty") %></p>
+    <% else %>
+      <% messages.each do |message| %>
+        <%= render "message", message: message, ticket: ticket %>
+      <% end %>
+    <% end %>
+  </div>
+</section>

data/app/views/support_desk/console/tickets/index.html.erb

@@ -0,0 +1,37 @@
+<%# The queue.
+
+    Everything here comes from Layer 1 (SupportDesk::Queue) and the path
+    helpers the console concern derives from THIS controller's own route —
+    which is why the same file renders under the mounted ConsoleEngine and
+    under a host's /madmin namespace without a line changing.
+
+    `turbo_stream_from ..., :queue` is half of the realtime contract: the
+    gem broadcasts a Turbo 8 refresh to this stream on every message and
+    every transition, so the counts and the rows re-render themselves. %>
+<%= turbo_stream_from support_desk_record, :queue %>
+
+<div class="mx-auto max-w-6xl px-4 py-6 text-slate-900">
+  <header class="mb-5 flex flex-wrap items-center justify-between gap-3">
+    <div>
+      <h1 class="text-xl font-semibold"><%= t("support_desk.console.queue.title") %></h1>
+      <p class="text-sm text-slate-500"><%= support_desk_record.name %></p>
+    </div>
+
+    <%= link_to t("support_desk.console.actions.next"), console_tickets_path(:next),
+          class: "inline-flex items-center rounded-md bg-slate-900 px-3 py-2 text-sm font-medium text-white hover:bg-slate-700" %>
+  </header>
+
+  <%= render "tabs", queue: @queue, scope: @scope %>
+
+  <% if @tickets.empty? %>
+    <p class="rounded-lg border border-dashed border-slate-300 px-4 py-10 text-center text-sm text-slate-500">
+      <%= t("support_desk.console.queue.empty") %>
+    </p>
+  <% else %>
+    <ul class="divide-y divide-slate-200 overflow-hidden rounded-lg border border-slate-200 bg-white">
+      <% @tickets.each do |ticket| %>
+        <%= render "ticket_row", ticket: ticket %>
+      <% end %>
+    </ul>
+  <% end %>
+</div>

data/app/views/support_desk/console/tickets/show.html.erb

@@ -0,0 +1,45 @@
+<%# One case.
+
+    Left: the transcript and the composer — what the requester sees, plus
+    the internal half they don't. Right: the context card (what this is
+    about and what state it is in) and the holder line.
+
+    `turbo_stream_from @ticket, :console` is the other half of the realtime
+    contract: every message and every transition broadcasts a Turbo 8
+    refresh here, so two agents looking at the same case see the same case. %>
+<%= turbo_stream_from @ticket, :console %>
+
+<div class="mx-auto max-w-6xl px-4 py-6 text-slate-900">
+  <nav class="mb-4 text-sm">
+    <%= link_to t("support_desk.console.actions.back"), console_tickets_path, class: "text-slate-500 hover:text-slate-900" %>
+  </nav>
+
+  <header class="mb-5 flex flex-wrap items-start justify-between gap-3">
+    <div>
+      <h1 class="text-xl font-semibold"><%= @ticket.label %></h1>
+      <p class="mt-0.5 text-sm text-slate-500">
+        <span class="font-mono"><%= @ticket.reference %></span> ·
+        <%= t("support_desk.status.#{@ticket.status}") %> ·
+        <%= @ticket.summary.state %>
+        <% if @ticket.waiting_for %>
+          (<%= @ticket.summary.waiting %>)
+        <% end %>
+      </p>
+    </div>
+
+    <%= render "actions", ticket: @ticket, actions: @actions %>
+  </header>
+
+  <div class="grid gap-6 lg:grid-cols-3">
+    <div class="space-y-4 lg:col-span-2">
+      <%= render "transcript", ticket: @ticket %>
+      <%= render "composer", ticket: @ticket, actions: @actions %>
+    </div>
+
+    <aside class="space-y-4">
+      <%= render "context_card", card: @context_card %>
+      <%= render "assignment", ticket: @ticket, actions: @actions %>
+      <%= render "timeline", ticket: @ticket %>
+    </aside>
+  </div>
+</div>

data/app/views/support_desk/tickets/_context_card.html.erb

@@ -0,0 +1,14 @@
+<%# What the case is about, above the composer, so nobody has to describe in
+    words which order they mean.
+
+    Deliberately only the label and the status pill. `support_context` is
+    documented on SupportDesk::Supportable as "rendered to agents only — you
+    decide what belongs there", and hosts fill it with things they chose for
+    an agent's eyes (internal state, risk flags, an admin URL). A requester
+    screen must not be the place that quietly publishes them. %>
+<div class="support-desk-card">
+  <span class="support-desk-card__label"><%= subject.support_label %></span>
+  <% if subject.support_status.present? %>
+    <span class="support-desk-card__status"><%= subject.support_status %></span>
+  <% end %>
+</div>

data/app/views/support_desk/tickets/_door.html.erb

@@ -0,0 +1,12 @@
+<%# "Abrir una nueva conversación" — the way in, always above the list.
+    A support screen whose only entry point is an existing case is a screen
+    nobody can start from. %>
+<%= link_to support_desk_routes.new_ticket_path, class: "support-desk-door" do %>
+  <span class="support-desk-door__icon" aria-hidden="true">＋</span>
+  <span class="support-desk-door__body">
+    <span class="support-desk-door__title"><%= t("support_desk.doors.new_conversation") %></span>
+    <% if (promise = support_reply_promise) %>
+      <span class="support-desk-door__hint"><%= promise %></span>
+    <% end %>
+  </span>
+<% end %>

data/app/views/support_desk/tickets/_pick_thing.html.erb

@@ -0,0 +1,55 @@
+<%# Step 2 — "¿Sobre cuál?" The records this topic attaches, each with its
+    own label and status pill.
+
+    Something they already have an open case about is MARKED, never hidden:
+    hiding it would leave them hunting for a conversation they can't find,
+    so the row links straight into it instead. %>
+<%= render "support_desk/tickets/wizard_header", wizard: wizard, error: error %>
+
+<% if wizard.choices.any? %>
+  <ul class="support-desk-choices">
+    <% wizard.choices.each do |record| %>
+      <% open_ticket = wizard.open_ticket_about(record) %>
+      <li>
+        <% if open_ticket %>
+          <%= link_to support_thread_path(open_ticket),
+                      class: "support-desk-choice support-desk-choice--taken",
+                      data: { turbo_frame: "_top" } do %>
+            <span class="support-desk-choice__label"><%= record.support_label %></span>
+            <span class="support-desk-choice__hint"><%= t("support_desk.wizard.already_open") %> ›</span>
+          <% end %>
+        <% else %>
+          <%= link_to support_desk_routes.new_ticket_path(topic: wizard.topic.path,
+                                                          about: SupportDesk::Wizard.sign_subject(record)),
+                      class: "support-desk-choice" do %>
+            <span class="support-desk-choice__label"><%= record.support_label %></span>
+            <% if record.support_status.present? %>
+              <span class="support-desk-choice__status"><%= record.support_status %></span>
+            <% end %>
+            <span class="support-desk-choice__chevron" aria-hidden="true">›</span>
+          <% end %>
+        <% end %>
+      </li>
+    <% end %>
+  </ul>
+<% else %>
+  <%# `subject: :required` with nothing to require. The wizard skips this
+      step entirely when the topic is happy without a subject, so reaching
+      here means the topic insists — and the honest answer is that there is
+      nothing to pick. %>
+  <p class="support-desk-empty"><%= t("support_desk.wizard.nothing_to_pick") %></p>
+
+  <%# A dead end whose only link is "Back" is a dead end. The declared way
+      out takes them to a composer they can actually write in. %>
+  <% if (exit_leaf = wizard.free_form_exit) %>
+    <%= link_to t("support_desk.wizard.write_anyway"),
+                support_desk_routes.new_ticket_path(topic: exit_leaf.path),
+                class: "support-desk-choice support-desk-choice--none" %>
+  <% end %>
+<% end %>
+
+<% if wizard.subject_optional? %>
+  <%= link_to t("support_desk.wizard.none_of_these"),
+              support_desk_routes.new_ticket_path(topic: wizard.topic.path, no_subject: 1),
+              class: "support-desk-choice support-desk-choice--none" %>
+<% end %>

data/app/views/support_desk/tickets/_pick_topic.html.erb

@@ -0,0 +1,30 @@
+<%# Step 1 — "¿Con qué necesitas ayuda?" One level of the tree at a time: a
+    branch drills in place (same frame, new URL), a leaf ends the step.
+    Retired topics and anything behind an `only:` never reach this list —
+    the tree filtered them out. %>
+<%= render "support_desk/tickets/wizard_header", wizard: wizard, error: error %>
+
+<% if wizard.choices.any? %>
+  <ul class="support-desk-choices">
+    <% wizard.choices.each do |topic| %>
+      <li>
+        <%= link_to support_desk_routes.new_ticket_path(topic: topic.path), class: "support-desk-choice" do %>
+          <% if topic.icon %>
+            <span class="support-desk-choice__icon" aria-hidden="true"><%= topic.icon %></span>
+          <% end %>
+          <span class="support-desk-choice__label"><%= topic.label %></span>
+          <span class="support-desk-choice__chevron" aria-hidden="true">›</span>
+        <% end %>
+      </li>
+    <% end %>
+  </ul>
+<% else %>
+  <%# Only reachable on a desk with no topics AND no free-form leaf — which
+      the gem warns about at boot. Say so plainly instead of rendering a
+      question with no answers. %>
+  <div class="chats-empty">
+    <p class="chats-empty__title"><%= t("support_desk.wizard.no_topics") %></p>
+    <%= link_to t("support_desk.wizard.back_to_list"), support_desk_routes.root_path,
+                class: "support-desk-button", data: { turbo_frame: "_top" } %>
+  </div>
+<% end %>

data/app/views/support_desk/tickets/_ticket_row.html.erb

@@ -0,0 +1,31 @@
+<%# One case in the requester's list, shaped exactly like a chats inbox row:
+    the desk's avatar, what the case is about, the last thing said in it, and
+    the unread badge. Tapping it opens the conversation itself — the engine's
+    own /tickets/:id URL exists for links from outside (an email, a push),
+    and there is no reason to pay for its redirect here. %>
+<% unread = unread_counts.fetch(ticket.conversation_id, 0) %>
+<li class="chats-row <%= "chats-row--unread" if unread.positive? %>">
+  <%= link_to support_thread_path(ticket), class: "chats-row__link" do %>
+    <%= chats_messager_avatar(ticket.desk) %>
+
+    <span class="chats-row__body">
+      <span class="chats-row__top">
+        <span class="chats-row__title"><%= ticket.label %></span>
+        <time class="chats-row__time" datetime="<%= (ticket.conversation&.last_message_at || ticket.opened_at)&.iso8601 %>">
+          <%= chats_timestamp(ticket.conversation&.last_message_at || ticket.opened_at) %>
+        </time>
+      </span>
+
+      <span class="chats-row__subject"><%= support_ticket_state(ticket) %></span>
+
+      <span class="chats-row__bottom">
+        <span class="chats-row__preview">
+          <%= ticket.conversation ? chats_preview_for(ticket.conversation, current_requester) : "" %>
+        </span>
+        <% if unread.positive? %>
+          <span class="chats-badge"><%= unread > 99 ? "99+" : unread %></span>
+        <% end %>
+      </span>
+    </span>
+  <% end %>
+</li>

data/app/views/support_desk/tickets/_wizard_header.html.erb

@@ -0,0 +1,23 @@
+<%# The top of every wizard frame: the way back, the question, and anything
+    that went wrong. Inside the frame, not above it, so one frame render
+    updates all three. %>
+<header class="support-desk-wizard__header">
+  <% if (back = wizard.back) %>
+    <%= link_to t("support_desk.wizard.back"),
+                support_desk_routes.new_ticket_path(**back),
+                class: "support-desk-wizard__back" %>
+  <% else %>
+    <%= link_to t("support_desk.wizard.back"),
+                support_desk_routes.root_path,
+                class: "support-desk-wizard__back",
+                data: { turbo_frame: "_top" } %>
+  <% end %>
+
+  <% if (ask = local_assigns[:ask] || wizard.ask) %>
+    <h1 class="support-desk-wizard__ask"><%= ask %></h1>
+  <% end %>
+</header>
+
+<% if error.present? %>
+  <p class="support-desk-error" role="alert"><%= error %></p>
+<% end %>

data/app/views/support_desk/tickets/_write.html.erb

@@ -0,0 +1,56 @@
+<%# Step 3 — the composer. Context card, prefill, attachments, and the
+    promise, which is the same `config.reply_within` the SLA breaches on.
+
+    The form targets `_top`: it POSTs to /tickets and the answer is a
+    redirect into the conversation, which must replace the page, not land
+    inside the wizard frame. %>
+<%= render "support_desk/tickets/wizard_header", wizard: wizard, error: error,
+           ask: t("support_desk.wizard.write") %>
+
+<% if (existing = wizard.existing_ticket) %>
+  <%# They already have a case open about exactly this. Opening a second one
+      would split the conversation in two and leave the agent reading half a
+      story, so we hand them the one they have. %>
+  <div class="support-desk-notice">
+    <p class="support-desk-notice__title"><%= t("support_desk.wizard.already_open") %></p>
+    <%= link_to t("support_desk.doors.existing"), support_thread_path(existing),
+                class: "support-desk-button", data: { turbo_frame: "_top" } %>
+  </div>
+<% else %>
+  <%= render "support_desk/tickets/context_card", subject: wizard.subject if wizard.subject %>
+
+  <%= form_with url: support_desk_routes.tickets_path,
+                method: :post,
+                class: "support-desk-form",
+                data: { turbo_frame: "_top" } do %>
+    <% wizard.state_params.each do |name, value| %>
+      <%= hidden_field_tag name, value %>
+    <% end %>
+
+    <%# What they typed wins over the prefill: this template also renders the
+        422 after a refused submit, and losing five paragraphs to a validation
+        message is the rudest thing a form can do. %>
+    <%= text_area_tag :message, params[:message].presence || wizard.prefill,
+                      rows: 6,
+                      class: "support-desk-form__input",
+                      placeholder: wizard.placeholder,
+                      autocomplete: "off" %>
+
+    <% if Chats.config.attachments %>
+      <label class="support-desk-form__attach">
+        <%= file_field_tag "files[]", multiple: true,
+                           accept: (Chats.config.attachments == :images ? "image/*" : nil) %>
+      </label>
+    <% end %>
+
+    <% if wizard.promise %>
+      <p class="support-desk-form__promise"><%= wizard.promise %></p>
+    <% end %>
+
+    <%# turbo_submits_with disables the button for the length of the submit.
+        `Ticket.open!` makes the TICKET idempotent, but two taps still post
+        two identical opening messages into it. %>
+    <%= submit_tag t("support_desk.wizard.send"), class: "support-desk-button",
+                   data: { turbo_submits_with: t("support_desk.wizard.sending") } %>
+  <% end %>
+<% end %>

data/app/views/support_desk/tickets/index.html.erb

@@ -0,0 +1,53 @@
+<%# The requester's support list: their open cases as chats rows (desk
+    avatar, ticket label, who owes the next word), the door into a new one,
+    and everything closed folded away underneath.
+
+    It renders chats' own row classes on purpose — a support case IS a
+    conversation, and it should look like one everywhere the requester meets
+    it. Both stylesheets, because both sets of classes are on this page. %>
+<%= chats_styles %>
+<%= support_desk_styles %>
+
+<div class="chats chats-inbox support-desk">
+  <header class="chats-inbox__header">
+    <h1 class="chats-inbox__title"><%= t("support_desk.tickets.title") %></h1>
+  </header>
+
+  <%= render "support_desk/tickets/door" %>
+
+  <% if @open_tickets.any? %>
+    <ul class="chats-inbox__list">
+      <%= render partial: "support_desk/tickets/ticket_row",
+                 collection: @open_tickets,
+                 as: :ticket,
+                 locals: { unread_counts: @unread_counts } %>
+    </ul>
+  <% else %>
+    <div class="chats-empty">
+      <span class="chats-empty__icon" aria-hidden="true">💬</span>
+      <p class="chats-empty__title"><%= t("support_desk.tickets.empty_title") %></p>
+      <p class="chats-empty__hint"><%= t("support_desk.tickets.empty_hint") %></p>
+    </div>
+  <% end %>
+
+  <%# Closed cases are history: collapsed while anything is live, open when
+      the list would otherwise look empty. %>
+  <% if @closed_tickets.any? %>
+    <%= tag.details class: "support-desk-closed", open: @open_tickets.empty? do %>
+      <summary class="support-desk-closed__summary">
+        <%= t("support_desk.tickets.closed_section", count: @closed_count) %>
+      </summary>
+      <% if @closed_count > @closed_tickets.size %>
+        <p class="support-desk-closed__capped">
+          <%= t("support_desk.tickets.closed_capped", count: @closed_tickets.size) %>
+        </p>
+      <% end %>
+      <ul class="chats-inbox__list">
+        <%= render partial: "support_desk/tickets/ticket_row",
+                   collection: @closed_tickets,
+                   as: :ticket,
+                   locals: { unread_counts: @unread_counts } %>
+      </ul>
+    <% end %>
+  <% end %>
+</div>

data/app/views/support_desk/tickets/new.html.erb

@@ -0,0 +1,14 @@
+<%# The wizard: one URL, three frames.
+
+    `data-turbo-action="advance"` is what keeps the promise the native apps
+    depend on — every step is a REAL URL, pushed into history, bookmarkable
+    and deep-linkable, even though only the frame re-renders. Nothing here
+    calls history.back(); each step renders its own back link. %>
+<%= chats_styles %>
+<%= support_desk_styles %>
+
+<div class="chats support-desk">
+  <%= turbo_frame_tag "support_wizard", data: { turbo_action: "advance" } do %>
+    <%= render support_wizard_partial(@wizard), wizard: @wizard, error: @error %>
+  <% end %>
+</div>

data/app/views/support_desk/tickets/rate_limited.html.erb

@@ -0,0 +1,40 @@
+<%# The wall, when somebody is at the cap or has opened too many cases too
+    fast. It is a WALL WITH A DOOR IN IT: the cases they already have, so
+    "you have too many open conversations" always comes with the place to go
+    and write. Never a 500, never a silent failure. %>
+<%= chats_styles %>
+<%= support_desk_styles %>
+
+<div class="chats chats-inbox support-desk">
+  <header class="chats-inbox__header">
+    <h1 class="chats-inbox__title"><%= t("support_desk.limits.#{@limit_reason}_title") %></h1>
+  </header>
+
+  <p class="support-desk-notice__title">
+    <%= t("support_desk.limits.#{@limit_reason}", count: @open_tickets.size) %>
+  </p>
+
+  <% if @open_tickets.any? %>
+    <ul class="chats-inbox__list">
+      <%= render partial: "support_desk/tickets/ticket_row",
+                 collection: @open_tickets,
+                 as: :ticket,
+                 locals: { unread_counts: @unread_counts } %>
+    </ul>
+  <% end %>
+
+  <%# Whatever they had typed comes with them. The wall sends them into a
+      conversation they already have, and the words they just wrote are not
+      ours to throw away — kept on the page to copy rather than pushed
+      through a URL, where it would land in logs and browser history. %>
+  <% if params[:message].present? %>
+    <div class="support-desk-form">
+      <p class="support-desk-form__promise"><%= t("support_desk.limits.your_message") %></p>
+      <%= text_area_tag :message, params[:message], rows: 6, readonly: true,
+                        class: "support-desk-form__input", id: "support_desk_kept_message" %>
+    </div>
+  <% end %>
+
+  <%= link_to t("support_desk.wizard.back_to_list"), support_desk_routes.root_path,
+              class: "support-desk-button" %>
+</div>

data/config/console_routes.rb

@@ -0,0 +1,16 @@
+# frozen_string_literal: true
+
+# The turnkey console:
+#
+#   mount SupportDesk::ConsoleEngine => "/admin/support"
+#
+# `path: ""` keeps the URLs short under the mount point: the queue is
+# /admin/support, a case is /admin/support/:id, and every verb is a POST to
+# /admin/support/:id/<verb>. The member and collection routes come from the
+# SAME `:support_console` concern a host writes in their own routes file —
+# the turnkey console gets no private API.
+SupportDesk::ConsoleEngine.routes.draw do
+  resources :tickets, path: "", only: %i[index show], concerns: :support_console
+
+  root to: "tickets#index"
+end

data/config/locales/support_desk.console.en.yml

@@ -0,0 +1,93 @@
+en:
+  support_desk:
+    console:
+      nav:
+        title: "Support"
+      queue:
+        title: "Support queue"
+        tabs_label: "Queue tabs"
+        empty: "Nothing here right now."
+      row:
+        waiting: "%{duration}"
+        unassigned: "Unassigned"
+      context:
+        title: "Context"
+        requester: "Requester"
+        open_tickets: "Open cases"
+        member_since: "Member since"
+        topic: "Topic"
+        subject_status: "Status"
+        open_subject: "Open in admin"
+      transcript:
+        title: "Conversation"
+        empty: "Nothing has been said yet."
+      composer:
+        reply: "Reply"
+        note: "Internal note"
+        reply_placeholder: "Write your answer"
+        note_placeholder: "Something only the desk should know"
+        note_hint: "Notes never leave the desk."
+        closed: "This case is closed. Reopen it to answer."
+        assignee_only: "%{agent} is handling this case, and this desk only lets the assignee reply."
+      assignment:
+        title: "Who has it"
+        held_by: "Held by %{agent}"
+        unassigned: "Nobody has picked this up yet"
+        choose_agent: "Choose an agent"
+        nobody: "nobody"
+        note_placeholder: "Note for whoever picks it up"
+      timeline:
+        title: "Timeline"
+        system: "System"
+        kinds:
+          message: "Message"
+          opened: "Opened"
+          assigned: "Assigned"
+          handed_off: "Handed off"
+          released: "Released"
+          drop_in: "Drop-in reply"
+          closed: "Closed"
+          reopened: "Reopened"
+          topic_changed: "Topic changed"
+          subject_attached: "Subject attached"
+          note: "Internal note"
+      actions:
+        back: "Back to the queue"
+        next: "Next case"
+        reply: "Send"
+        note: "Save note"
+        take: "Take"
+        assign: "Assign"
+        hand_off: "Hand off"
+        release: "Release"
+        close: "Close"
+        reopen: "Reopen"
+        change_topic: "Refile"
+      flashes:
+        replied: "Answer sent."
+        taken: "This case is yours."
+        assigned: "Assigned to %{agent}."
+        handed_off: "Handed off to %{agent}."
+        released: "Back in the unassigned pile."
+        closed: "Case closed."
+        reopened: "Case reopened."
+        noted: "Note saved."
+        topic_changed: "Refiled."
+        queue_empty: "Nothing is waiting for you."
+      errors:
+        forbidden: "You don't have access to the support console."
+        not_allowed: "You can't do that on this case."
+        not_the_assignee: "%{holder} is handling this case. Use Assign if you need to take it anyway."
+        not_an_agent: "That person can't answer tickets on this desk."
+        invalid_transition: "That can't happen from where this case is now."
+        locked: "This conversation is closed for writing."
+        unknown_topic: "That topic isn't in this desk's tree."
+        unknown_agent: "Choose an agent from this desk."
+        blank_message: "Write something before sending."
+        blank_note: "A note needs something to say."
+        blank_topic: "Choose a topic."
+        closed_case: "This case is closed. Reopen it first."
+        take_it_first: "Take this case first — this desk only lets the assignee reply."
+        held_by_somebody_else: "%{holder} is handling this case."
+        unavailable_action: "You can't do that on this case right now."
+        generic: "That didn't work."

data/config/locales/support_desk.console.es.yml

@@ -0,0 +1,93 @@
+es:
+  support_desk:
+    console:
+      nav:
+        title: "Soporte"
+      queue:
+        title: "Cola de soporte"
+        tabs_label: "Pestañas de la cola"
+        empty: "Aquí no hay nada ahora mismo."
+      row:
+        waiting: "%{duration}"
+        unassigned: "Sin asignar"
+      context:
+        title: "Contexto"
+        requester: "Cliente"
+        open_tickets: "Casos abiertos"
+        member_since: "Cliente desde"
+        topic: "Tema"
+        subject_status: "Estado"
+        open_subject: "Abrir en el admin"
+      transcript:
+        title: "Conversación"
+        empty: "Todavía no se ha dicho nada."
+      composer:
+        reply: "Responder"
+        note: "Nota interna"
+        reply_placeholder: "Escribe tu respuesta"
+        note_placeholder: "Algo que solo debe saber el equipo"
+        note_hint: "Las notas nunca salen del equipo."
+        closed: "Este caso está cerrado. Vuelve a abrirlo para responder."
+        assignee_only: "%{agent} lleva este caso y en esta mesa solo responde quien lo tiene."
+      assignment:
+        title: "Quién lo lleva"
+        held_by: "Lo lleva %{agent}"
+        unassigned: "Todavía no lo ha cogido nadie"
+        choose_agent: "Elige a alguien"
+        nobody: "nadie"
+        note_placeholder: "Nota para quien lo coja"
+      timeline:
+        title: "Historial"
+        system: "Sistema"
+        kinds:
+          message: "Mensaje"
+          opened: "Abierto"
+          assigned: "Asignado"
+          handed_off: "Pasado a otra persona"
+          released: "Liberado"
+          drop_in: "Respuesta de otra persona"
+          closed: "Cerrado"
+          reopened: "Reabierto"
+          topic_changed: "Cambio de tema"
+          subject_attached: "Asunto vinculado"
+          note: "Nota interna"
+      actions:
+        back: "Volver a la cola"
+        next: "Siguiente caso"
+        reply: "Enviar"
+        note: "Guardar nota"
+        take: "Tomar"
+        assign: "Asignar"
+        hand_off: "Pasar a"
+        release: "Soltar"
+        close: "Cerrar"
+        reopen: "Reabrir"
+        change_topic: "Cambiar tema"
+      flashes:
+        replied: "Respuesta enviada."
+        taken: "El caso es tuyo."
+        assigned: "Asignado a %{agent}."
+        handed_off: "Pasado a %{agent}."
+        released: "De vuelta a la cola sin asignar."
+        closed: "Caso cerrado."
+        reopened: "Caso reabierto."
+        noted: "Nota guardada."
+        topic_changed: "Tema cambiado."
+        queue_empty: "No te espera nada."
+      errors:
+        forbidden: "No tienes acceso a la consola de soporte."
+        not_allowed: "No puedes hacer eso en este caso."
+        not_the_assignee: "Lo lleva %{holder}. Usa Asignar si necesitas quitárselo."
+        not_an_agent: "Esa persona no puede responder casos en esta mesa."
+        invalid_transition: "Eso no puede pasar desde donde está el caso ahora."
+        locked: "Esta conversación está cerrada."
+        unknown_topic: "Ese tema no está en el árbol de esta mesa."
+        unknown_agent: "Elige a alguien de esta mesa."
+        blank_message: "Escribe algo antes de enviar."
+        blank_note: "Una nota necesita decir algo."
+        blank_topic: "Elige un tema."
+        closed_case: "Este caso está cerrado. Vuelve a abrirlo primero."
+        take_it_first: "Toma el caso antes de responder: en esta mesa solo responde quien lo lleva."
+        held_by_somebody_else: "Lo lleva %{holder}."
+        unavailable_action: "Ahora mismo no puedes hacer eso en este caso."
+        generic: "No ha funcionado."