support_desk 0.1.3 → 0.3.0

data/Rakefile

@@ -21,6 +21,22 @@ end
 APP_RAKEFILE = File.expand_path("test/dummy/Rakefile", __dir__)
 load "rails/tasks/engine.rake"
 
+# `db:migrate:reset` — the command the README and CI give for the PostgreSQL
+# leg — is `["db:drop", "db:create", "db:schema:dump", "db:migrate"]` in
+# ActiveRecord's own databases.rake. That third step is hardwired: it ignores
+# the dummy's `config.active_record.dump_schema_after_migration = false`,
+# which is why plain `rake db:migrate` leaves no dump and this task does.
+#
+# The dump is stamped with the Rails version that wrote it
+# (`ActiveRecord::Schema[8.1]`), and every later leg's `db:test:load_schema`
+# prefers a schema.rb over the migrations — so one PostgreSQL run made the
+# 7.2 Appraisal die with "Unknown migration version 8.1" until the file was
+# deleted by hand. The dummy migrates from db/migrate and never from a dump,
+# so the artifact has no reader: throw it away where it is made.
+if Rake::Task.task_defined?("db:migrate:reset")
+  Rake::Task["db:migrate:reset"].enhance { rm_f "test/dummy/db/schema.rb" }
+end
+
 require "rake/testtask"
 
 Rake::TestTask.new(:test) do |t|

data/app/assets/stylesheets/support_desk.css

@@ -206,6 +206,16 @@
   cursor: pointer;
 }
 
+/* The way out of a machine. Quiet on purpose: it sits inside a live
+   conversation, where the loud button is the one that sends a message. */
+.support-desk-button--quiet {
+  padding: 0.5rem 1rem;
+  border: 1px solid var(--support-desk-border);
+  background: transparent;
+  color: var(--support-desk-text);
+  font-weight: 600;
+}
+
 /* --- Notices ---------------------------------------------------------------- */
 
 .support-desk-notice {

data/app/controllers/support_desk/tickets_controller.rb

@@ -19,7 +19,10 @@ module SupportDesk
     # Their cases: open ones as rows, closed ones folded away, and the door
     # to open another.
     def index
-      tickets = current_requester.support_tickets.includes(:desk, :subject, conversation: { last_message: :sender })
+      # `:assignee` because a row says who is on the case when that is a
+      # machine, and a name per row is a query per row.
+      tickets = current_requester.support_tickets
+                                 .includes(:desk, :subject, :assignee, conversation: { last_message: :sender })
       @open_tickets = tickets.not_closed.recent_activity_first.to_a
       @closed_tickets = tickets.closed.newest_first.limit(CLOSED_TICKETS_SHOWN).to_a
       @closed_count = tickets.closed.count
@@ -55,9 +58,11 @@ module SupportDesk
       # The form was submitted from a step that isn't the composer (a stale
       # tab, a hand-rolled POST): re-render the step they are actually on.
       render :new, status: :unprocessable_entity
-    rescue SupportDesk::NotAllowed, SupportDesk::NotSupportable
-      # The subject passed the wizard's check and failed the model's. Same
-      # answer as a forged token: 404.
+    rescue SupportDesk::NotAllowed, SupportDesk::NotSupportable, SupportDesk::NotARequester
+      # The subject passed the wizard's check and failed the model's, or this
+      # account stopped being able to write between the form and the submit.
+      # Same answer as a forged token: 404. "Not yours", "not there" and "not
+      # eligible" must look the same from outside.
       raise ActiveRecord::RecordNotFound
     end
 
@@ -68,6 +73,25 @@ module SupportDesk
       redirect_to conversation_path_for(find_ticket)
     end
 
+    # "Prefiero hablar con una persona." The one thing a requester can
+    # always do on their own case, and the reason an assistant is allowed to
+    # answer at all: nobody is ever trapped in a conversation with a machine.
+    #
+    # Scoped through their OWN cases, so a foreign id is a 404 and not a
+    # refusal that confirms the case exists. Idempotent by the model, so a
+    # second press is a second notice and nothing else.
+    def request_human
+      ticket = find_ticket
+      ticket.request_human!(by: current_requester, request: request)
+      redirect_to ticket_path(ticket), status: :see_other,
+                  notice: t("support_desk.thread.human_requested_notice")
+    rescue SupportDesk::Locked, SupportDesk::InvalidTransition
+      # A closed case on a desk that locks them, or one the model won't
+      # reopen. The case is still theirs to read, so this is the door they
+      # came from with the reason on it — never a 500, and never silence.
+      redirect_to ticket_path(ticket), status: :see_other, alert: ticket.chat_locked_notice
+    end
+
     private
 
     def chat_rate_limit_messager = current_requester

data/app/helpers/support_desk/engine_helper.rb

@@ -54,6 +54,22 @@ module SupportDesk
       tag.span(count > 99 ? "99+" : count, class: css_class)
     end
 
+    # The door out of a machine, for a thread: "Prefiero hablar con una
+    # persona", the promise once somebody has asked, or nothing.
+    #
+    #   <%= support_human_door(ticket) %>
+    #
+    # It is a helper rather than a partial hosts render by path because the
+    # thread is CHATS' screen, not this engine's: a host that has ejected
+    # chats' views drops this one line into their own and the door works,
+    # wherever their copy lives and whatever they renamed around it.
+    # Renders nothing when there is no case, so it is safe unconditionally.
+    def support_human_door(ticket)
+      return if ticket.nil?
+
+      render partial: "support_desk/tickets/human_door", locals: { ticket: ticket }
+    end
+
     # --- What the bundled views render with -----------------------------------
 
     # The gem's bundled stylesheet, into the host layout's <head> — where a
@@ -75,13 +91,19 @@ module SupportDesk
       within = SupportDesk.config.desk(desk_key).reply_within
       return nil if within.nil?
 
-      t("support_desk.thread.promise", time: SupportDesk::Wizard.humanize_duration(within))
+      t("support_desk.thread.promise", time: SupportDesk.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?
+      # A conversation the desk started, before they have said anything back:
+      # "we replied" would be a lie about a thread they never opened, and
+      # "we're on it" is worse — there is nothing of theirs to be on.
+      if ticket.opened_by_support? && ticket.last_requester_message_at.nil?
+        return t("support_desk.tickets.state.opened_by_support")
+      end
 
       ticket.awaiting_reply? ? t("support_desk.tickets.state.awaiting_reply") : t("support_desk.tickets.state.answered")
     end

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

@@ -22,6 +22,21 @@
           class: "rounded-md border border-slate-300 px-3 py-1.5 text-sm font-medium hover:bg-slate-50" %>
   <% end %>
 
+  <%# Pausing is not a policy change: it switches her off on THIS case and
+      throws away whatever she had proposed for it. Only one of the two ever
+      shows, because `actions_for` offers only one. %>
+  <% if actions.include?(:pause_assistant) %>
+    <%= button_to t("support_desk.console.actions.pause_assistant"),
+          console_ticket_path(ticket, :pause_assistant), 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?(:resume_assistant) %>
+    <%= button_to t("support_desk.console.actions.resume_assistant"),
+          console_ticket_path(ticket, :resume_assistant), method: :post,
+          class: "rounded-md border border-indigo-300 px-3 py-1.5 text-sm font-medium text-indigo-800 hover:bg-indigo-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" %>

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

@@ -14,7 +14,18 @@
   <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? %>
+    <% if ticket.held_by_assistant? %>
+      <%# A machine holding a case is not the same sentence as a colleague
+          holding it: what matters is how much rope she has left, because
+          that is when a person has to be here. %>
+      <% assistant = ticket.assignee %>
+      <% if assistant.max_turns %>
+        <%= t("support_desk.console.badges.assistant_holds", name: assistant.support_agent_name,
+              used: ticket.assistant_turns_count.to_i, max: assistant.max_turns) %>
+      <% else %>
+        <%= t("support_desk.console.badges.assistant_holds_unlimited", name: assistant.support_agent_name) %>
+      <% end %>
+    <% elsif ticket.assigned? %>
       <%= t("support_desk.console.assignment.held_by", agent: ticket.assignee.support_agent_name) %>
     <% else %>
       <%= t("support_desk.console.assignment.unassigned") %>
@@ -36,8 +47,11 @@
     <% 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 %>
+        <%# Values are actor KEYS, not ids: the pool is people and a machine,
+            drawn from different tables, and a bare "1" could name either. %>
         <%= select_tag :agent_id,
-              options_from_collection_for_select(agents, :id, :support_agent_name),
+              options_from_collection_for_select(agents, ->(agent) { SupportDesk.actor_key(agent) },
+                                                 :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" %>

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

@@ -8,6 +8,14 @@
     composer that still works on the day the bundle fails to build. %>
 <% composing_note = params[:compose].to_s == "note" %>
 <% may_reply = actions.include?(:reply) %>
+<%# "Editar" on a proposal opens THIS box with the proposal in it, at
+    `?compose=reply&draft=ID`. The concern decides whether that is a real
+    edit (the draft is still the pending one, and this agent is offered the
+    send) — a view never does. It is also where a stale send lands, with
+    whatever the reviewer had typed still in the box and the case's CURRENT
+    turn in the hidden field, because a redirect would have thrown their
+    words away. %>
+<% editing = composing_note ? nil : support_editing_draft(ticket) %>
 
 <section class="rounded-lg border border-slate-200 bg-white">
   <nav class="flex gap-1 border-b border-slate-200 px-2 pt-2">
@@ -33,6 +41,25 @@
         </div>
       <% end %>
 
+    <% elsif editing %>
+      <% assistant_name = editing.author.try(:support_agent_name) || editing.author.to_s %>
+      <p class="mb-2 text-xs font-medium text-indigo-800">
+        <%= t("support_desk.console.draft.editing", name: assistant_name) %>
+      </p>
+
+      <%= form_with url: console_ticket_path(ticket, :send_draft), method: :post do %>
+        <%= hidden_field_tag :draft_id, editing.id %>
+        <%= hidden_field_tag :seen_turn, support_seen_turn(ticket) %>
+        <%= text_area_tag :body, (params[:body].is_a?(String) && params[:body].present? ? params[:body] : editing.body),
+              rows: 5, class: "w-full rounded-md border border-indigo-300 p-2 text-sm" %>
+        <div class="mt-2 flex flex-wrap items-center justify-between gap-3">
+          <%= link_to t("support_desk.console.draft.cancel_edit"), console_ticket_path(ticket),
+                class: "text-xs text-slate-500 underline underline-offset-2 hover:text-slate-900" %>
+          <%= submit_tag t("support_desk.console.actions.send_edited_draft"),
+                class: "rounded-md bg-indigo-700 px-3 py-2 text-sm font-medium text-white hover:bg-indigo-800" %>
+        </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

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

@@ -26,6 +26,11 @@
       </div>
     <% end %>
 
+    <div class="flex justify-between gap-3">
+      <dt class="text-slate-500"><%= t("support_desk.console.context.opened_by") %></dt>
+      <dd class="text-right"><%= card.opened_by_label %></dd>
+    </div>
+
     <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>
@@ -44,8 +49,36 @@
         <dd class="text-right"><%= value %></dd>
       </div>
     <% end %>
+
+    <%# What she may do here, and the rule that decided it. The LEVEL is the
+        answer an agent needs ("she can only propose on this one"); the
+        `because` is written for whoever is reading a stack trace, so it
+        rides in the tooltip rather than on the card. %>
+    <% if (assistant = card.ticket.assistant) %>
+      <% policy = card.ticket.assistant_policy(assistant) %>
+      <div class="flex justify-between gap-3">
+        <dt class="text-slate-500"><%= t("support_desk.console.context.assistant") %></dt>
+        <dd class="text-right font-medium" title="<%= policy.because %>"><%= policy.level %></dd>
+      </div>
+    <% end %>
   </dl>
 
+  <%# The host's own words about the person who is asking — the same
+      `support_context` a brief hands the machine, on the screen for the
+      person doing the same job. %>
+  <% requester_context = card.requester.try(:support_context) || {} %>
+  <% if requester_context.respond_to?(:each_pair) && requester_context.any? %>
+    <h3 class="mt-4 text-sm font-semibold text-slate-900"><%= t("support_desk.console.context.requester_context") %></h3>
+    <dl class="mt-2 space-y-2 text-sm">
+      <% requester_context.each_pair do |key, value| %>
+        <div class="flex justify-between gap-3">
+          <dt class="text-slate-500"><%= key.to_s.humanize %></dt>
+          <dd class="text-right"><%= value %></dd>
+        </div>
+      <% end %>
+    </dl>
+  <% end %>
+
   <% 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" %>

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

@@ -0,0 +1,114 @@
+<%# The assistant's proposal, and the two decisions a person makes about it.
+
+    The card sits ABOVE the composer on purpose: it is the first thing on
+    the screen that wants an answer, and the composer underneath is where
+    the same person writes their own words when this one is wrong.
+
+    Nothing here is sent by a machine. "Enviar" posts a reply FROM THE
+    AGENT — their signature, their case, their responsibility — carrying
+    the turn this page was rendered with, so a proposal approved from a page
+    that predates the customer's next message comes back as a warning
+    instead of landing in a conversation that moved on.
+
+    Buttons come from `actions`, like everywhere else in this console: a
+    desk where this agent may not answer shows the proposal and offers only
+    "Descartar", which is exactly what the server would accept. %>
+<%# The author by the name the requester is reading (`support_agent_name` is
+    her disclosed name): whoever sends this is about to own what it says, so
+    the card names her the way the conversation does. %>
+<% assistant_name = draft.author.try(:support_agent_name) || draft.author.to_s %>
+
+<section class="rounded-lg border border-indigo-200 bg-indigo-50 p-4" id="<%= dom_id(draft) %>">
+  <header class="flex flex-wrap items-center justify-between gap-2">
+    <h2 class="text-sm font-semibold text-indigo-900">
+      <span aria-hidden="true">🤖</span>
+      <%= t("support_desk.console.draft.title", name: assistant_name) %>
+    </h2>
+
+    <% if draft.confidence_percent %>
+      <span class="rounded-full bg-white px-2 py-0.5 text-xs font-medium text-indigo-700">
+        <%= t("support_desk.console.draft.confidence", percent: draft.confidence_percent) %>
+      </span>
+    <% end %>
+  </header>
+
+  <%# Escaped text with pre-wrap, never simple_format: what a model wrote is
+      literal text, and it is about to be sent as somebody's own words. %>
+  <div class="mt-3 whitespace-pre-wrap break-words rounded-md bg-white p-3 text-sm text-slate-900"><%= draft.body %></div>
+
+  <% sources = Array(draft.sources).select { |source| source.is_a?(Hash) && source["title"].present? } %>
+  <% if sources.any? %>
+    <div class="mt-3 text-xs">
+      <p class="font-semibold text-indigo-900"><%= t("support_desk.console.draft.sources") %></p>
+      <ul class="mt-1 space-y-0.5">
+        <% sources.each do |source| %>
+          <li>
+            <%# http(s) only, and checked HERE as well as on the model: a
+                `javascript:` url in a citation is a link an agent clicks. %>
+            <% if source["url"].to_s.match?(%r{\Ahttps?://}i) %>
+              <%= link_to source["title"], source["url"], target: "_blank", rel: "noopener",
+                    class: "text-indigo-700 underline underline-offset-2" %>
+            <% else %>
+              <span class="text-slate-600"><%= source["title"] %></span>
+            <% end %>
+          </li>
+        <% end %>
+      </ul>
+    </div>
+  <% end %>
+
+  <% if draft.files_attached? %>
+    <div class="mt-3 text-xs">
+      <p class="font-semibold text-indigo-900"><%= t("support_desk.console.draft.attachments") %></p>
+      <ul class="mt-1 space-y-0.5">
+        <% draft.files.each do |file| %>
+          <li>
+            <%= link_to file.filename.to_s, console_file_path(file), target: "_blank", rel: "noopener",
+                  class: "text-indigo-700 underline underline-offset-2" %>
+          </li>
+        <% end %>
+      </ul>
+    </div>
+  <% end %>
+
+  <% if draft.stale? %>
+    <p class="mt-3 rounded-md bg-amber-100 p-2 text-xs font-medium text-amber-900">
+      <%= t("support_desk.console.draft.stale") %>
+    </p>
+  <% end %>
+
+  <div class="mt-3 flex flex-wrap items-center gap-2">
+    <% if actions.include?(:send_draft) %>
+      <%# `id: nil` on every hidden field in this card: the composer below
+          carries the same two names in its edit mode, and two elements with
+          one id is a form field that `fill_in` and a label can both reach
+          the wrong one of. The NAME is what a request is made of. %>
+      <%= form_with url: console_ticket_path(ticket, :send_draft), method: :post, class: "inline" do %>
+        <%= hidden_field_tag :draft_id, draft.id, id: nil %>
+        <%# The turn THIS page was rendered with. Not the one the form
+            submits at: the whole point is to compare them. %>
+        <%= hidden_field_tag :seen_turn, support_seen_turn(ticket), id: nil %>
+        <%= submit_tag t("support_desk.console.actions.send_draft"),
+              class: "rounded-md bg-indigo-700 px-3 py-1.5 text-sm font-medium text-white hover:bg-indigo-800" %>
+      <% end %>
+
+      <%= link_to t("support_desk.console.actions.edit_draft"),
+            console_ticket_path(ticket, :show, compose: :reply, draft: draft.id),
+            class: "rounded-md border border-indigo-300 px-3 py-1.5 text-sm font-medium text-indigo-800 hover:bg-white" %>
+    <% end %>
+
+    <% if actions.include?(:reject_draft) %>
+      <%= form_with url: console_ticket_path(ticket, :reject_draft), method: :post,
+            class: "flex flex-wrap items-center gap-2" do %>
+        <%# WHICH proposal is being discarded, in the form: the action looks
+            the row up by id in any status, so a discard with nothing to name
+            is refused before the model is asked. %>
+        <%= hidden_field_tag :draft_id, draft.id, id: nil %>
+        <%= text_field_tag :reason, nil, placeholder: t("support_desk.console.draft.reason_placeholder"),
+              class: "rounded-md border border-indigo-200 px-2 py-1.5 text-sm" %>
+        <%= submit_tag t("support_desk.console.actions.reject_draft"),
+              class: "rounded-md border border-slate-300 bg-white px-3 py-1.5 text-sm font-medium hover:bg-slate-50" %>
+      <% end %>
+    <% end %>
+  </div>
+</section>

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

@@ -8,6 +8,21 @@
     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 %>
+<%# Two marks, and they mean opposite things. The robot says a MACHINE
+    wrote this and it went out as it stood — what the requester saw depends
+    on the disclosure mode, but the desk always knows. The "propuesta de"
+    line says a machine wrote it and a PERSON read it and sent it: that
+    message is theirs, and the mark is provenance, not authorship.
+
+    Both are staff-only: this partial renders the console, never the thread.
+    The provenance stamp is read from the message's own metadata so a host
+    that changes disclosure mode tomorrow doesn't rewrite yesterday's
+    bubbles. %>
+<% stamp = message.try(:metadata) %>
+<% stamp = stamp.is_a?(Hash) ? stamp["support_desk"] : nil %>
+<% stamp = stamp.is_a?(Hash) ? stamp : {} %>
+<% from_assistant = ticket.assistant_message?(message) %>
+<% drafted_by = stamp["drafted_by"] %>
 
 <% if message.system? %>
   <p class="text-center text-xs text-slate-400"><%= message.visible_body %></p>
@@ -37,7 +52,25 @@
         <% end %>
       <% end %>
 
-      <div class="mt-1 flex items-center gap-2 text-[11px] <%= from_requester ? "text-slate-500" : "text-white/60" %>">
+      <div class="mt-1 flex flex-wrap items-center gap-2 text-[11px] <%= from_requester ? "text-slate-500" : "text-white/60" %>">
+        <% if from_assistant %>
+          <%# The declared confidence rides in the tooltip rather than on
+              the bubble: it is a number a model made up about itself, and
+              it belongs where somebody looking for it can find it. %>
+          <% confidence = stamp["confidence"] %>
+          <%= tag.span("🤖", "aria-hidden": true,
+                title: (t("support_desk.console.draft.confidence", percent: (confidence.to_f * 100).round) if confidence)) %>
+        <% end %>
+
+        <% if drafted_by.present? %>
+          <%# The name of whoever proposed it. The desk's own assistant
+              answers without a query; an assistant a host has since
+              replaced falls back to the desk, because a lookup per bubble
+              is a page that gets slower the more the machine helped. %>
+          <% proposer = ticket.assistant if ticket.assistant && SupportDesk.actor_key(ticket.assistant) == drafted_by %>
+          <span><%= t("support_desk.console.draft.from", name: proposer&.support_agent_name || ticket.desk.name) %></span>
+        <% end %>
+
         <% if (signature = chats_message_signature(message)) %>
           <span><%= signature %></span>
         <% end %>

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

@@ -0,0 +1,91 @@
+<%# The compose form. Everything it renders is a draft the controller set
+    BEFORE it looked anything up, so a refusal comes back with the message
+    still in the box.
+
+    Three shapes for "who is this for", in order of how sure we are:
+
+      @requester          a card — the page that opened this form knew
+      find_requester      a text field — the host said how to look people up
+      neither             a hint naming the setting, and no send button,
+                          because a form that can't reach anybody is worse
+                          than one that says so
+
+    Deliberately NOT promised here: who ends up holding the case. If this
+    person already has this conversation open, the message joins it as an
+    ordinary reply and the desk's reply policy decides the seat. %>
+<%= form_with url: console_tickets_path(:open_conversation, desk: support_desk_record.key),
+      method: :post, html: { multipart: true }, class: "space-y-4" do %>
+  <section class="rounded-lg border border-slate-200 bg-white p-4">
+    <h2 class="text-sm font-semibold"><%= t("support_desk.console.new_conversation.requester") %></h2>
+
+    <% if @requester %>
+      <div class="mt-2 flex items-center justify-between gap-3">
+        <p class="text-sm font-medium"><%= Chats.display_name_for(@requester) %></p>
+        <%= hidden_field_tag :requester, @requester.to_global_id.to_s %>
+      </div>
+    <% elsif support_desk_record.config.find_requester %>
+      <%# Text, not an email field: the host's callback may look people up by
+          phone, handle or anything else they chose. %>
+      <%= text_field_tag :requester_query, @requester_query,
+            placeholder: t("support_desk.console.new_conversation.requester_query"),
+            class: "mt-2 w-full rounded-md border border-slate-300 p-2 text-sm" %>
+    <% else %>
+      <p class="mt-2 text-sm text-slate-500"><%= t("support_desk.console.new_conversation.requester_hint") %></p>
+    <% end %>
+
+    <% if @about %>
+      <p class="mt-3 text-sm text-slate-500">
+        <%= t("support_desk.console.new_conversation.about", subject: @about.support_label) %>
+      </p>
+      <%= hidden_field_tag :about, @about.to_global_id.to_s %>
+    <% end %>
+  </section>
+
+  <section class="rounded-lg border border-slate-200 bg-white p-4">
+    <%# A subject brings its own topic with it, so the picker is only for
+        cases that are about nothing in particular. The supplied topic is
+        preserved either way. %>
+    <% if @about %>
+      <%= hidden_field_tag :topic, @topic %>
+    <% else %>
+      <label class="text-sm font-semibold" for="topic"><%= t("support_desk.console.new_conversation.topic") %></label>
+      <%= select_tag :topic,
+            options_for_select(support_conversation_topics.map { |topic| [ topic.full_label, topic.path ] }, @topic),
+            class: "mt-2 w-full rounded-md border border-slate-300 p-2 text-sm" %>
+    <% end %>
+
+    <label class="mt-4 block text-sm font-semibold" for="body">
+      <%= t("support_desk.console.new_conversation.message") %>
+    </label>
+    <%= text_area_tag :body, @body, rows: 5, maxlength: Chats.config.max_message_length,
+          class: "mt-2 w-full rounded-md border border-slate-300 p-2 text-sm" %>
+
+    <p class="mt-2 text-xs text-slate-500">
+      <%= t("support_desk.console.new_conversation.signed_as", agent: current_agent.support_agent_name) %>
+    </p>
+
+    <% if Chats.config.attachments %>
+      <div class="mt-3">
+        <%= file_field_tag "files[]", multiple: true, class: "text-xs text-slate-500" %>
+        <%# Browsers can't be handed a file input back. Say so rather than
+            letting somebody assume their attachment survived the 422. %>
+        <p class="mt-1 text-xs text-slate-500"><%= t("support_desk.console.errors.attachments_again") %></p>
+      </div>
+    <% end %>
+  </section>
+
+  <div class="flex items-center justify-between gap-3">
+    <%= link_to t("support_desk.console.new_conversation.cancel"), console_tickets_path,
+          class: "text-sm text-slate-500 underline underline-offset-2" %>
+
+    <% if support_conversation_sendable? && (@requester || support_desk_record.config.find_requester) %>
+      <%= submit_tag t("support_desk.console.new_conversation.send", desk: support_desk_record.name),
+            class: "rounded-md bg-slate-900 px-3 py-2 text-sm font-medium text-white hover:bg-slate-700" %>
+    <% elsif flash[:alert].blank? %>
+      <p class="text-sm text-slate-500">
+        <%= support_conversation_available? ? t("support_desk.console.new_conversation.requester_hint") :
+              t("support_desk.console.errors.off_duty") %>
+      </p>
+    <% end %>
+  </div>
+<% end %>

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

@@ -20,6 +20,31 @@
         </span>
 
         <span class="font-mono text-xs text-slate-400"><%= ticket.reference %></span>
+
+        <%# The two rows an agent must not scroll past. "Necesita persona"
+            is a case a machine could not finish; "Propuesta lista" is one
+            where the work is already written and needs reading. Both are
+            free here — the index preloads `pending_draft`, and the flag is
+            a column. %>
+        <% if ticket.human_required? %>
+          <span class="rounded-full bg-amber-100 px-2 py-0.5 text-xs font-medium text-amber-900">
+            <%= t("support_desk.console.badges.needs_human") %>
+          </span>
+        <% end %>
+
+        <% if ticket.pending_draft %>
+          <span class="rounded-full bg-indigo-100 px-2 py-0.5 text-xs font-medium text-indigo-800">
+            <%= t("support_desk.console.badges.pending_draft") %>
+          </span>
+        <% end %>
+
+        <%# A case we started reads differently from one somebody asked for:
+            nobody is waiting on us in it until they answer. %>
+        <% if ticket.opened_by_support? %>
+          <span class="rounded-full bg-slate-100 px-2 py-0.5 text-xs font-medium text-slate-600">
+            <%= t("support_desk.console.row.opened_by_support") %>
+          </span>
+        <% end %>
       </div>
 
       <p class="mt-0.5 text-sm text-slate-500">
@@ -46,6 +71,9 @@
         </span>
       <% end %>
 
+      <%# The holder, by the name the REQUESTER is reading: an assistant
+          answers `support_agent_name` with her disclosed name, so a desk
+          never has to look up what the customer thinks they are talking to. %>
       <span class="text-slate-500">
         <%= ticket.assignee&.support_agent_name || t("support_desk.console.row.unassigned") %>
       </span>