support_desk 0.3.2 → 0.5.0

data/app/controllers/support_desk/tickets_controller.rb

@@ -16,6 +16,11 @@ module SupportDesk
     before_action :set_wizard, only: %i[new create]
     include Chats::SendRateLimited
 
+    # The ticket page renders chats' thread template, which names chats'
+    # routes bare (SupportDesk::ThreadHelper) and asks for these two.
+    helper SupportDesk::ThreadHelper
+    helper_method :chats_current_messager, :chats_counterpart
+
     # Their cases: open ones as rows, closed ones folded away, and the door
     # to open another.
     def index
@@ -27,12 +32,22 @@ module SupportDesk
       @closed_tickets = tickets.closed.newest_first.limit(CLOSED_TICKETS_SHOWN).to_a
       @closed_count = tickets.closed.count
       @unread_counts = unread_counts_for(@open_tickets + @closed_tickets)
+      render_screen :index, panel: "support_desk/panel/home"
     end
 
     # The wizard. One URL, three frames — which one renders is the wizard's
-    # answer, never a param we trust.
+    # answer, never a param we trust. In the launcher's panel, the same step
+    # in the panel's one frame.
     def new
-      render :new
+      render_wizard
+    end
+
+    # The launcher's badge, as the Turbo Stream its own stream would have
+    # sent: chats' tray asks for it when that stream may have missed one.
+    def badge
+      render turbo_stream: turbo_stream.replace(SupportDesk::Launcher::BADGE_ID,
+                                                partial: SupportDesk::Launcher::BADGE_PARTIAL,
+                                                locals: { count: current_requester.unread_support_count })
     end
 
     # Open the case and hand the requester straight to the conversation.
@@ -44,20 +59,20 @@ module SupportDesk
     def create
       if message.blank? && files.empty?
         @error = t("support_desk.wizard.message_required")
-        return render :new, status: :unprocessable_entity
+        return render_wizard(status: :unprocessable_entity)
       end
 
       ticket = @wizard.open!(message, files: files)
       redirect_to conversation_path_for(ticket)
     rescue ActiveRecord::RecordInvalid => e
       @error = e.record.errors.full_messages.to_sentence
-      render :new, status: :unprocessable_entity
+      render_wizard(status: :unprocessable_entity)
     rescue SupportDesk::RateLimited, SupportDesk::TooManyOpenTickets => e
       render_limit_wall(e)
     rescue SupportDesk::InvalidTransition
       # 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
+      render_wizard(status: :unprocessable_entity)
     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.
@@ -67,10 +82,17 @@ module SupportDesk
     end
 
     # A stable URL for a case — what an email or a push notification links
-    # to. The case is READ in its conversation, so this is a redirect and
-    # nothing else.
+    # to. Under `thread_page = :chats` the case is read in the inbox's thread,
+    # so this is a redirect and nothing else. Under `:support` it is the page
+    # the case is read on: chats' own thread, with its back link leading
+    # here rather than to an inbox support is not part of. In the launcher's
+    # panel it is always the case, inside the panel, whatever `thread_page`
+    # says.
     def show
-      redirect_to conversation_path_for(find_ticket)
+      ticket = find_ticket
+      return render_thread(ticket) if ticket.conversation && (support_panel? || SupportDesk.config.support_thread_page?)
+
+      redirect_to conversation_path_for(ticket)
     end
 
     # "Prefiero hablar con una persona." The one thing a requester can
@@ -96,6 +118,73 @@ module SupportDesk
 
     def chat_rate_limit_messager = current_requester
 
+    # chats' thread page, rendered here: the same latest page of messages,
+    # the same «new messages» line and the same read on open as
+    # Chats::ConversationsController#show, for chats' own template. Older
+    # pages, the composer and the live updates are chats' endpoints, which
+    # reach this conversation through SupportDesk::ConversationAccess.
+    def render_thread(ticket)
+      @ticket = ticket
+      @conversation = chats_conversation(ticket)
+      @participant = @conversation.participant_for(current_requester)
+
+      scope = @conversation.messages.includes(:sender, :reactions)
+      scope = scope.with_attached_files if scope.respond_to?(:with_attached_files)
+      page = scope.recent_first.limit(Chats.config.messages_per_page + 1).to_a
+      @more_messages = page.size > Chats.config.messages_per_page
+      @messages = page.first(Chats.config.messages_per_page).reverse
+
+      if @participant&.unread?
+        @first_unread_id = @participant.unread_messages.where(id: @messages.map(&:id)).oldest_first.pick(:id) ||
+                           @messages.first&.id
+      end
+      # A pointer resting on a link (Turbo's hover prefetch) is not somebody
+      # reading the case; the visit that follows reads it. Read through the
+      # last message on the page, not merely "now": an acknowledgement pinned
+      # one tick after the message it answers may sit just ahead of the clock.
+      #
+      # Not in the launcher's panel: there the thread is the compact one a
+      # dock window renders, and it reads itself once the panel is open and
+      # the requester is with it (chats' read gate, which the tray keeps). A
+      # frame that loads behind a closed panel must not put the badge out.
+      unless prefetch_request? || support_panel?
+        @participant&.read!(at: [ Time.current, @messages.last&.created_at ].compact.max)
+      end
+
+      render_screen :show, panel: "support_desk/panel/case"
+    end
+
+    # The wizard's step: the page's three frames, or the panel's one.
+    def render_wizard(**options)
+      render_screen :new, panel: "support_desk/panel/new", **options
+    end
+
+    # The case's conversation, as chats' own endpoints would find it: chats'
+    # `find_conversation` on a chats controller bound to this request, so
+    # every rule the host or a product gem added there (its lookup scopes, its
+    # own `find_conversation`) decides here exactly as at the chats URL. Then
+    # it must be this very case's conversation: direct, about this case (the
+    # rule Ticket.conversations_of holds the chats lookup to). A 404
+    # otherwise, never a hint.
+    def chats_conversation(ticket)
+      lookup = Chats::ApplicationController.new
+      lookup.set_request!(request)
+      conversation = lookup.send(:find_conversation, ticket.conversation_id)
+      raise ActiveRecord::RecordNotFound unless conversation.direct? &&
+                                                conversation.subject_type == ticket.class.polymorphic_name &&
+                                                conversation.subject_id.to_s == ticket.id.to_s
+
+      conversation
+    end
+
+    def prefetch_request?
+      request.headers["X-Sec-Purpose"] == "prefetch" || request.headers["Sec-Purpose"].to_s.include?("prefetch")
+    end
+
+    # What chats' thread template asks its controller for.
+    def chats_current_messager = current_requester
+    def chats_counterpart = @conversation&.counterpart_for(current_requester)
+
     def set_wizard
       @wizard = SupportDesk::Wizard.new(current_requester, params)
       # A token that is forged, expired, or points at somebody else's record
@@ -134,7 +223,7 @@ module SupportDesk
                                        .includes(:desk, :subject, conversation: { last_message: :sender })
                                        .recent_activity_first.to_a
       @unread_counts = unread_counts_for(@open_tickets)
-      render :rate_limited, status: :too_many_requests
+      render_screen :rate_limited, panel: "support_desk/panel/rate_limited", status: :too_many_requests
     end
 
     # One grouped query for every row's badge (see

data/app/helpers/support_desk/engine_helper.rb

@@ -16,6 +16,14 @@ module SupportDesk
     # Which frame the wizard renders on each of its three steps.
     WIZARD_PARTIALS = { topic: "pick_topic", subject: "pick_thing", compose: "write" }.freeze
 
+    # Who sees the launcher.
+    LAUNCHER_AUDIENCES = %i[signed_in everyone].freeze
+
+    # The launcher panel's slots: a host drops
+    # `app/views/support_desk/slots/_<name>.html.erb` in and it renders there
+    # (gets `requester:`, nil for a visitor who is signed out).
+    SLOTS = %w[panel_top panel_footer].freeze
+
     # The door: "¿Necesitas ayuda con esto?" next to a record, or "Contactar
     # con soporte" on its own.
     #
@@ -70,6 +78,62 @@ module SupportDesk
       render partial: "support_desk/tickets/human_door", locals: { ticket: ticket }
     end
 
+    # The "Need help?" launcher: an item of chats' tray (chats >= 0.7.0),
+    # bottom-right, whose panel is this engine's own screens — their cases,
+    # a new one (the wizard, with the promise), a case's thread — in a frame.
+    #
+    #   <%= chats_dock do %>                    <%# beside the messaging dock's bar %>
+    #     <%= support_launcher %>
+    #   <% end %>
+    #
+    #   <%= support_launcher %>                 <%# no dock: a corner of its own %>
+    #
+    #   show_for:  :signed_in (default) shows it to requesters only;
+    #              :everyone also to visitors who are signed out, whose panel
+    #              says how to reach the desk (sign in, its address, help_url)
+    #   help_url:  the host's public help centre, linked from the panel
+    #
+    # Renders nothing for a visitor who is signed out under :signed_in. The
+    # /support pages stay what they are; the panel is a window onto them.
+    def support_launcher(show_for: :signed_in, help_url: nil)
+      unless LAUNCHER_AUDIENCES.include?(show_for)
+        raise ArgumentError, "support_launcher(show_for:) is one of #{LAUNCHER_AUDIENCES.inspect}, not #{show_for.inspect}"
+      end
+
+      requester = support_desk_requester
+      return if requester.nil? && show_for == :signed_in
+
+      chats_tray { render("support_desk/launcher/launcher", requester: requester, help_url: help_url) }
+    end
+
+    # Whether this render answers the launcher's panel (its frame asked):
+    # the screens then render their panel templates, and links stay inside.
+    def support_panel?
+      SupportDesk::Launcher.panel_request?(respond_to?(:request) ? request : nil)
+    end
+
+    # The frame a link that leaves the current screen targets: the whole page
+    # ("_top"), or, in the launcher's panel, the panel itself (nil: the
+    # nearest frame).
+    #
+    #   link_to "Back", root_path, data: { turbo_frame: support_desk_top_frame }
+    def support_desk_top_frame
+      support_panel? ? nil : "_top"
+    end
+
+    # Render a host's slot partial when it exists (see SLOTS). Absent slots
+    # cost one memoized lookup and render nothing; a name outside SLOTS is
+    # never looked up.
+    def support_desk_slot(name, **locals)
+      key = name.to_s
+      return unless SLOTS.include?(key)
+
+      @support_desk_slots ||= {}
+      @support_desk_slots[key] = lookup_context.exists?("support_desk/slots/#{key}", [], true) unless
+        @support_desk_slots.key?(key)
+      render(partial: "support_desk/slots/#{key}", locals: locals) if @support_desk_slots[key]
+    end
+
     # --- What the bundled views render with -----------------------------------
 
     # The gem's bundled stylesheet, into the host layout's <head> — where a
@@ -84,14 +148,11 @@ module SupportDesk
       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.
+    # "Normalmente respondemos en menos de 24 horas" 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.humanize_duration(within))
+      SupportDesk.config.desk(desk_key).reply_promise
     end
 
     # The status line under a case in the requester's list: who owes the next
@@ -178,10 +239,14 @@ module SupportDesk
       chats_verified_badge(support_desk_record(desk_key))
     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.
+    # Where a case is read and answered: its chats conversation, or the
+    # engine's own ticket page under `thread_page = :support` (by reference:
+    # the URL people read back from a screen) and in the launcher's panel,
+    # whose ticket page is the case inside the panel. Falls back to the
+    # 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.reference) if support_panel? || SupportDesk.config.support_thread_page?
       return support_desk_routes.ticket_path(ticket) if ticket.conversation.nil? || !respond_to?(:chats_routes)
 
       chats_routes.conversation_path(ticket.conversation)

data/app/helpers/support_desk/thread_helper.rb

@@ -0,0 +1,29 @@
+# frozen_string_literal: true
+
+module SupportDesk
+  # The ticket page (`config.thread_page = :support`) renders chats' own
+  # thread template, and that template names chats' routes bare:
+  # `conversation_path`, `read_conversation_path`,
+  # `conversation_messages_path`… Inside chats' engine those are its own;
+  # rendered from this engine they would be looked up here and not exist.
+  #
+  # So on that page any route helper this engine does not have is chats',
+  # through its mounted proxy (`chats_routes`), and the one name both
+  # engines draw stays ours: `root_path` is the support list, which is
+  # exactly where the thread's way back should lead.
+  module ThreadHelper
+    def method_missing(name, ...)
+      chats_route?(name) ? chats_routes.public_send(name, ...) : super
+    end
+
+    def respond_to_missing?(name, include_private = false)
+      chats_route?(name) || super
+    end
+
+    private
+
+    def chats_route?(name)
+      name.end_with?("_path", "_url") && chats_routes.respond_to?(name)
+    end
+  end
+end

data/app/views/layouts/support_desk/panel.html.erb

@@ -0,0 +1,6 @@
+<%# The launcher's panel (SupportDesk::Launcher): a screen answering the
+    panel's frame is the screen inside that frame, and nothing else of the
+    host's layout. Turbo takes the frame's content into the panel. %>
+<%= turbo_frame_tag SupportDesk::Launcher::FRAME do %>
+  <%= yield %>
+<% end %>

data/app/views/support_desk/launcher/_badge.html.erb

@@ -0,0 +1,6 @@
+<%# The launcher's badge: unread messages across the requester's cases
+    (`unread_support_count`), hidden at zero. What their
+    `[requester, :support_desk]` stream replaces (SupportDesk::Launcher, which
+    hands it the requester and lets it count as it renders) and GET
+    tickets/badge answers. Locals: count, or requester. %>
+<%= chats_tray_badge local_assigns.fetch(:count) { requester.unread_support_count }, id: SupportDesk::Launcher::BADGE_ID %>

data/app/views/support_desk/launcher/_icon.html.erb

@@ -0,0 +1,6 @@
+<%# The launcher's icon (a question mark in a circle). Eject this partial to
+    draw your own (an icon set's lifebuoy, your logo). %>
+<svg viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="1.75" stroke-linecap="round"
+     stroke-linejoin="round" aria-hidden="true" focusable="false">
+  <path d="M9.879 7.519c1.171-1.025 3.071-1.025 4.242 0 1.172 1.025 1.172 2.687 0 3.712-.203.179-.43.326-.67.442-.745.361-1.45.999-1.45 1.827v.75M21 12a9 9 0 1 1-18 0 9 9 0 0 1 18 0Zm-9 5.25h.008v.008H12v-.008Z"/>
+</svg>

data/app/views/support_desk/launcher/_launcher.html.erb

@@ -0,0 +1,40 @@
+<%# The "Need help?" launcher (`support_launcher`): one item of chats' tray,
+    beside the messaging dock's bar or in a corner of its own. chats draws the
+    tab, the panel's chrome and the phone's sheet, and runs them (one open at
+    a time, Escape, memory, the badge's catch-up); this is what is ours: the
+    words, the icon, the live badge and the panel's content.
+
+    Signed in, the panel is a lazy frame onto this engine's own screens (the
+    list, the wizard, a case), answered with their panel templates
+    (SupportDesk::TicketsController). `data-chats-tray-home`: if the page
+    ever shows the case the panel shows, the panel goes back to the list.
+    `refresh: :morph`: the list reloads in place when the badge moves.
+    Signed out, a short panel says how to reach the desk.
+
+    Locals: requester (nil when signed out), help_url. %>
+<% desk_key = requester ? requester.class.support_desk_key : :default %>
+<% desk = SupportDesk.config.desk(desk_key) %>
+<%= stylesheet_link_tag "support_desk" %>
+<%= chats_tray_item :support,
+      label: t("support_desk.launcher.label"),
+      title: safe_join([ tag.span(desk.name, class: "support-desk-launcher__name"), support_desk_badge(desk_key) ]),
+      icon: render("support_desk/launcher/icon"),
+      badge: (safe_join([ turbo_stream_from(requester, :support_desk),
+                          render("support_desk/launcher/badge", count: requester.unread_support_count) ]) if requester),
+      badge_url: (support_desk_routes.badge_tickets_path if requester) do %>
+  <% if requester %>
+    <%= turbo_frame_tag SupportDesk::Launcher::FRAME,
+          src: support_desk_routes.root_path,
+          loading: :lazy,
+          refresh: :morph,
+          class: "support-desk support-desk-panel",
+          data: { chats_tray_home: support_desk_routes.root_path } do %>
+      <%# Until the frame loads, and for good without JavaScript. %>
+      <p class="support-desk-panel__loading">
+        <%= link_to t("support_desk.launcher.open"), support_desk_routes.root_path, data: { turbo_frame: "_top" } %>
+      </p>
+    <% end %>
+  <% else %>
+    <%= render "support_desk/launcher/signed_out", desk: desk, help_url: help_url %>
+  <% end %>
+<% end %>

data/app/views/support_desk/launcher/_signed_out.html.erb

@@ -0,0 +1,25 @@
+<%# The launcher's panel for a visitor who is signed out
+    (`support_launcher show_for: :everyone`): how to reach the desk. Signing
+    in goes through /support, so the host's own authentication asks for it
+    and brings them back here; the desk's address is for those who can't
+    sign in (often why they need help); the help centre when the host has
+    one. Locals: desk (its configuration), help_url. %>
+<div class="support-desk support-desk-panel support-desk-panel__screen support-desk-panel__signed-out">
+  <%= support_desk_slot :panel_top, requester: nil %>
+
+  <p class="support-desk-panel__lead"><%= t(".lead") %></p>
+  <% if (promise = desk.reply_promise) %>
+    <p class="support-desk-panel__promise"><%= promise %></p>
+  <% end %>
+
+  <%= link_to t(".sign_in"), support_desk_routes.root_path, class: "support-desk-button", data: { turbo_frame: "_top" } %>
+
+  <% if desk.email.present? %>
+    <p class="support-desk-panel__note"><%= t(".email_html", email: mail_to(desk.email)) %></p>
+  <% end %>
+  <% if help_url.present? %>
+    <%= link_to t(".help"), help_url, class: "support-desk-panel__link" %>
+  <% end %>
+
+  <%= support_desk_slot :panel_footer, requester: nil %>
+</div>

data/app/views/support_desk/panel/case.html.erb

@@ -0,0 +1,36 @@
+<%# A case in the launcher's panel (GET /tickets/:id from the panel's
+    frame): chats' own thread body, the compact one a dock window renders
+    (`window: true`: live, read only while the panel is open, the composer at
+    the bottom, the desk's signature on its answers), under the panel's way
+    back to the list and out to the case's page, in a dock window's header
+    classes so the two look alike wherever a host themes them. %>
+<%= render layout: "chats/conversations/thread",
+           locals: {
+             conversation: @conversation,
+             messages: @messages,
+             more: @more_messages,
+             first_unread_id: @first_unread_id,
+             counterpart: chats_counterpart,
+             window: true
+           } do %>
+  <header class="chats-window__header support-desk-panel__nav">
+    <%= link_to support_desk_routes.root_path, class: "chats-window__icon",
+                title: t("support_desk.wizard.back"), "aria-label": t("support_desk.wizard.back") do %>
+      <svg viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round"
+           stroke-linejoin="round" aria-hidden="true" focusable="false"><path d="M19 12H5m6-6-6 6 6 6"/></svg>
+    <% end %>
+    <span class="chats-window__identity support-desk-panel__heading">
+      <span class="chats-window__name"><%= @ticket.label %></span>
+      <span class="chats-window__subject"><%= support_ticket_state(@ticket) %></span>
+    </span>
+    <%= link_to support_desk_routes.ticket_path(@ticket.reference), class: "chats-window__icon",
+                title: t("support_desk.launcher.open_page"), "aria-label": t("support_desk.launcher.open_page"),
+                data: { turbo_frame: "_top" } do %>
+      <svg viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round"
+           stroke-linejoin="round" aria-hidden="true" focusable="false"><path d="M15 3h6v6M9 21H3v-6M21 3l-7 7M3 21l7-7"/></svg>
+    <% end %>
+  </header>
+  <% if (door = support_human_door(@ticket)).present? %>
+    <div class="support-desk-panel__human"><%= door %></div>
+  <% end %>
+<% end %>

data/app/views/support_desk/panel/home.html.erb

@@ -0,0 +1,36 @@
+<%# The launcher's panel, first screen (GET / from the panel's frame): the
+    way to a new case with the promise on it, their open cases as the same
+    rows the page has (each opens in the panel), and the way to the page,
+    where the closed ones are. `data-chats-tray-refresh`: chats' tray reloads
+    this screen (morphed in place) when the launcher's badge moves. %>
+<div class="support-desk-panel__screen" data-chats-tray-refresh>
+  <%= support_desk_slot :panel_top, requester: current_requester %>
+
+  <%= render "support_desk/tickets/door" %>
+
+  <% if @open_tickets.any? %>
+    <%# The dock's own list classes: the same compact rows as its recent list. %>
+    <ul class="chats-inbox__list chats-dock__list">
+      <%= render partial: "support_desk/tickets/ticket_row", collection: @open_tickets, as: :ticket,
+                 locals: { unread_counts: @unread_counts } %>
+    </ul>
+  <% else %>
+    <div class="chats-empty">
+      <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 %>
+
+  <% if @open_tickets.any? || @closed_count.positive? %>
+    <%# The dock's "See all messages", for support. %>
+    <%= link_to support_desk_routes.root_path, class: "chats-dock__see-all support-desk-panel__all",
+                data: { turbo_frame: "_top" } do %>
+      <%= t("support_desk.launcher.all") %>
+      <% if @closed_count.positive? %>
+        <span class="support-desk-panel__count"><%= t("support_desk.tickets.closed_section", count: @closed_count) %></span>
+      <% end %>
+    <% end %>
+  <% end %>
+
+  <%= support_desk_slot :panel_footer, requester: current_requester %>
+</div>

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

@@ -0,0 +1,8 @@
+<%# The wizard in the launcher's panel (GET /new from the panel's frame):
+    the same step partials as the page, in the panel's one frame instead of
+    the page's `support_wizard` (and never `advance`: the address bar is the
+    host's page). Every step's links navigate the panel; the form posts from
+    it and the new case opens in it. %>
+<div class="support-desk-panel__screen support-desk-panel__wizard">
+  <%= render support_wizard_partial(@wizard), wizard: @wizard, error: @error %>
+</div>

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

@@ -0,0 +1,5 @@
+<%# The wall in the launcher's panel: the same content as the page's, in a screen that scrolls
+    inside the panel. %>
+<div class="support-desk-panel__screen support-desk-panel__wall">
+  <%= render "support_desk/tickets/limit_wall" %>
+</div>

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

@@ -0,0 +1,33 @@
+<%# The wall's content (rate_limited.html.erb on a page, support_desk/panel/rate_limited in the
+    launcher's panel): why, the cases they already have, and what they wrote. %>
+<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" %>

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

@@ -14,7 +14,7 @@
         <% if open_ticket %>
           <%= link_to support_thread_path(open_ticket),
                       class: "support-desk-choice support-desk-choice--taken",
-                      data: { turbo_frame: "_top" } do %>
+                      data: { turbo_frame: support_desk_top_frame } 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 %>

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

@@ -25,6 +25,6 @@
   <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" } %>
+                class: "support-desk-button", data: { turbo_frame: support_desk_top_frame } %>
   </div>
 <% end %>

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

@@ -10,7 +10,7 @@
     <%= link_to t("support_desk.wizard.back"),
                 support_desk_routes.root_path,
                 class: "support-desk-wizard__back",
-                data: { turbo_frame: "_top" } %>
+                data: { turbo_frame: support_desk_top_frame } %>
   <% end %>
 
   <% if (ask = local_assigns[:ask] || wizard.ask) %>

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

@@ -3,7 +3,8 @@
 
     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. %>
+    inside the wizard frame. In the launcher's panel it targets the panel
+    (support_desk_top_frame), and the new case opens there. %>
 <%= render "support_desk/tickets/wizard_header", wizard: wizard, error: error,
            ask: t("support_desk.wizard.write") %>
 
@@ -14,7 +15,7 @@
   <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" } %>
+                class: "support-desk-button", data: { turbo_frame: support_desk_top_frame } %>
   </div>
 <% else %>
   <%= render "support_desk/tickets/context_card", subject: wizard.subject if wizard.subject %>
@@ -23,7 +24,7 @@
                 multipart: true,
                 method: :post,
                 class: "support-desk-form",
-                data: { turbo_frame: "_top" } do %>
+                data: { turbo_frame: support_desk_top_frame } do %>
     <% wizard.state_params.each do |name, value| %>
       <%= hidden_field_tag name, value %>
     <% end %>

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

@@ -6,35 +6,5 @@
 <%= 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" %>
+  <%= render "support_desk/tickets/limit_wall" %>
 </div>

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

@@ -0,0 +1,8 @@
+<%# One case, read where support lives (`config.thread_page = :support`).
+
+    It is chats' thread: the same template, so the same bubbles, composer,
+    read state and live updates as every conversation in the app, with the
+    desk's verified name in its header. Only the way back differs: its
+    `root_path` is this engine's, the support list (SupportDesk::ThreadHelper).
+    Eject this file to put anything of your own around it. %>
+<%= render template: "chats/conversations/show" %>