support_desk 0.3.2 → 0.5.0

data/config/locales/support_desk.en.yml

@@ -14,12 +14,37 @@ en:
       closed_notice: "This conversation is closed. Start a new one if you need anything else."
       reopened_notice: "We reopened this conversation."
       promise: "We usually reply in under %{time}"
+      acknowledgement: "Thanks, we got it."
+      acknowledgement_with_promise: "Thanks, we got it. We usually reply in under %{reply_within}."
       opened_by_support: "%{desk} opened this conversation with you about “%{label}”. You can reply right here."
       unavailable_notice: "This account can no longer send or receive messages. The conversation stays here to read."
       human_door: "I’d rather talk to a person"
       human_requested_notice: "Done. Somebody from the team will take it from here."
       handled_by_assistant: "Handled by %{name}"
       handled_by_humans: "Somebody from the team will take it from here"
+    # The answer promise, in the unit the desk wrote it in (SupportDesk.humanize_promise).
+    durations:
+      seconds:
+        one: "1 second"
+        other: "%{count} seconds"
+      minutes:
+        one: "1 minute"
+        other: "%{count} minutes"
+      hours:
+        one: "1 hour"
+        other: "%{count} hours"
+      days:
+        one: "1 day"
+        other: "%{count} days"
+      weeks:
+        one: "1 week"
+        other: "%{count} weeks"
+      months:
+        one: "1 month"
+        other: "%{count} months"
+      years:
+        one: "1 year"
+        other: "%{count} years"
     transcript:
       deleted: "[message deleted]"
     notifications:
@@ -55,6 +80,9 @@ en:
       closed_section:
         one: "1 closed conversation"
         other: "%{count} closed conversations"
+      closed_capped:
+        one: "Showing the most recent one."
+        other: "Showing the %{count} most recent."
       state:
         awaiting_reply: "We're on it"
         answered: "We replied"
@@ -65,6 +93,16 @@ en:
       about: "Need help with %{subject}?"
       existing: "See your support conversation"
       new_conversation: "Start a new conversation"
+    launcher:
+      label: "Need help?"
+      open: "Open support"
+      all: "All your conversations"
+      open_page: "Open in a page"
+      signed_out:
+        lead: "Sign in and write to us: your conversations with us are kept in your account."
+        sign_in: "Sign in to write to us"
+        email_html: "Can't sign in? Write to %{email}."
+        help: "Visit the help centre"
     inbox:
       empty_hint: "Need help? Write to us"
     limits:

data/config/locales/support_desk.es.yml

@@ -19,6 +19,8 @@ es:
       closed_notice: "Esta conversación está cerrada. Abre una nueva si necesitas algo más."
       reopened_notice: "Hemos vuelto a abrir esta conversación."
       promise: "Normalmente respondemos en menos de %{time}"
+      acknowledgement: "Gracias, lo hemos recibido."
+      acknowledgement_with_promise: "Gracias, lo hemos recibido. Normalmente respondemos en menos de %{reply_within}."
       # La línea con la que se abre un hilo que ha empezado el equipo: quien
       # recibe un mensaje de un sitio al que nunca ha escrito necesita saber
       # qué es esto.
@@ -28,6 +30,29 @@ es:
       human_requested_notice: "Hecho. Una persona del equipo seguirá con tu consulta."
       handled_by_assistant: "Atendida por %{name}"
       handled_by_humans: "Una persona del equipo seguirá con tu consulta"
+    # La promesa de respuesta, en la unidad en que la escribió la mesa (SupportDesk.humanize_promise).
+    durations:
+      seconds:
+        one: "1 segundo"
+        other: "%{count} segundos"
+      minutes:
+        one: "1 minuto"
+        other: "%{count} minutos"
+      hours:
+        one: "1 hora"
+        other: "%{count} horas"
+      days:
+        one: "1 día"
+        other: "%{count} días"
+      weeks:
+        one: "1 semana"
+        other: "%{count} semanas"
+      months:
+        one: "1 mes"
+        other: "%{count} meses"
+      years:
+        one: "1 año"
+        other: "%{count} años"
     transcript:
       # Un mensaje borrado sigue siendo un turno. Quien lea la conversación
       # después, una persona o el modelo al que el host se la pasa, tiene
@@ -70,6 +95,9 @@ es:
       closed_section:
         one: "1 conversación cerrada"
         other: "%{count} conversaciones cerradas"
+      closed_capped:
+        one: "Se muestra la más reciente."
+        other: "Se muestran las %{count} más recientes."
       state:
         awaiting_reply: "Estamos con ello"
         answered: "Te hemos contestado"
@@ -81,6 +109,16 @@ es:
       about: "¿Necesitas ayuda con %{subject}?"
       existing: "Ver tu conversación de soporte"
       new_conversation: "Abrir una nueva conversación"
+    launcher:
+      label: "¿Necesitas ayuda?"
+      open: "Abrir soporte"
+      all: "Todas tus conversaciones"
+      open_page: "Abrir en una página"
+      signed_out:
+        lead: "Inicia sesión y escríbenos: tus conversaciones con nosotros se guardan en tu cuenta."
+        sign_in: "Inicia sesión para escribirnos"
+        email_html: "¿No puedes iniciar sesión? Escribe a %{email}."
+        help: "Visita el centro de ayuda"
     inbox:
       empty_hint: "¿Necesitas ayuda? Escríbenos"
     limits:

data/config/routes.rb

@@ -19,6 +19,10 @@ SupportDesk::Engine.routes.draw do
   # for emails and notifications, that never has to know where chats is
   # mounted.
   resources :tickets, only: %i[create show] do
+    # The launcher's badge, as a Turbo Stream: what its stream missed
+    # (a reconnect, a return to the tab), asked again by chats' tray.
+    get :badge, on: :collection
+
     # The door out of a machine. It is a POST on the CASE rather than
     # anything to do with chats, because it is a fact about the case: from
     # here on a person is expected, whatever the assistant would have done

data/lib/generators/support_desk/templates/initializer.rb

@@ -61,6 +61,18 @@ SupportDesk.configure do |config|
   # screen, so a logged-out visitor meets YOUR login flow.
   #
   # config.authenticate_method = :authenticate_user!
+  #
+  # Where a case is read:
+  #   :chats    in the chats inbox's own thread (/messages/:id), with the
+  #             desk as one grouped row there
+  #   :support  on this engine's own page (/support/tickets/T-AB12CD): a
+  #             support area of its own, for a host that keeps support out
+  #             of the inbox (`inbox_entry = :never`, and a chats
+  #             `inbox_scope` that leaves SupportDesk::Ticket conversations
+  #             out). The thread is still chats': its bubbles, composer and
+  #             realtime, on a page whose way back leads here.
+  #
+  # config.thread_page = :chats
 
   # ==========================================================================
   # THE DESK
@@ -135,6 +147,13 @@ SupportDesk.configure do |config|
   # config.opening_line = "Has abierto una conversación sobre «%{label}». Te contestamos aquí."
   # config.opening_line_from_support = "%{desk} ha abierto esta conversación contigo sobre «%{label}»."
   #
+  # The line posted right UNDER a requester's first message ("Thanks, we got
+  # it. We usually reply in under 72 hours."): the answer to "did that go
+  # through?", before anybody has read it. Same values and interpolations as
+  # the opening line; nil (the default) posts nothing. The gem ships one:
+  #
+  # config.acknowledgement = :"support_desk.thread.acknowledgement"
+  #
   # What a requester writing into a closed ticket does:
   #   :reopen_on_reply  the case comes back (no wall, no dead end)
   #   :locked           the composer is replaced by a notice
@@ -143,7 +162,8 @@ SupportDesk.configure do |config|
   #
   # The answer promise: the SLA breach threshold AND the line requesters are
   # shown when they write ("normalmente en menos de 24 h"). One setting, one
-  # truth. `at_risk_after` is the earlier, softer warning for the queue.
+  # truth, said in the unit you write it in (72.hours reads "72 hours").
+  # `at_risk_after` is the earlier, softer warning for the queue.
   #
   # config.reply_within = 24.hours
   # config.at_risk_after = 4.hours

data/lib/generators/support_desk/views_generator.rb

@@ -23,15 +23,21 @@ module SupportDesk
 
       # Which groups to eject. `tickets` is every requester screen (the list,
       # the wizard's three frames, the rows and the doors); `slots` is the
-      # row this engine contributes to chats' inbox.
+      # row this engine contributes to chats' inbox; `launcher` is the
+      # "Need help?" launcher (its tab, badge, icon and signed-out panel) and
+      # the screens its panel shows.
       class_option :views,
                    type: :array,
-                   default: %w[tickets slots],
-                   desc: "Which view groups to copy (tickets, slots)"
+                   default: %w[tickets slots launcher],
+                   desc: "Which view groups to copy (tickets, slots, launcher)"
 
       def copy_views
         directory "support_desk/tickets", "app/views/support_desk/tickets" if include?("tickets")
         directory "chats/slots", "app/views/chats/slots" if include?("slots")
+        return unless include?("launcher")
+
+        directory "support_desk/launcher", "app/views/support_desk/launcher"
+        directory "support_desk/panel", "app/views/support_desk/panel"
       end
 
       def show_styling_tip

data/lib/support_desk/brief.rb

@@ -109,7 +109,7 @@ module SupportDesk
       {
         key: desk&.key,
         name: desk&.name,
-        reply_within: (SupportDesk.humanize_duration(reply_within) if reply_within)
+        reply_within: (SupportDesk.humanize_promise(reply_within) if reply_within)
       }
     end
 

data/lib/support_desk/configuration.rb

@@ -65,6 +65,7 @@ module SupportDesk
         # this one has a default and `opening_line` does not: existing hosts'
         # threads keep opening exactly as they do today.
         opening_line_from_support: :"support_desk.thread.opened_by_support",
+        acknowledgement: nil,
         find_requester: nil,
         reply_policy: :anyone,
         announce_assignments: :first_only,
@@ -166,6 +167,28 @@ module SupportDesk
         @settings[:opening_line_from_support] = ensure_line(value, "opening_line_from_support")
       end
 
+      # The system line posted right UNDER a requester's first message, in the
+      # same transaction: "Thanks, we got it. We usually reply in under 72
+      # hours." The answer to "did that go through?", said where they are
+      # looking, before anybody on the desk has read it. Only for a case the
+      # requester opened; a case the desk opens starts with
+      # `opening_line_from_support` instead.
+      #
+      # Same values as `opening_line`, and the same interpolations. nil (the
+      # default) posts nothing; the gem ships a line to opt into:
+      #
+      #   config.acknowledgement = :"support_desk.thread.acknowledgement"
+      def acknowledgement(&block)
+        return @settings[:acknowledgement] = block if block
+
+        read(:acknowledgement)
+      end
+
+      # Set it, validating on assignment (see the reader above).
+      def acknowledgement=(value)
+        @settings[:acknowledgement] = ensure_line(value, "acknowledgement")
+      end
+
       # How a console finds the person an agent types: email, phone, handle,
       # whatever this host lets staff search by. Given the typed string,
       # returns a requester record or nil.
@@ -192,7 +215,7 @@ module SupportDesk
       # it needs a ticket, and running a host's callback as a diagnostic is
       # not a diagnostic.
       def opening_line_problems # :nodoc:
-        %i[opening_line opening_line_from_support].filter_map do |setting|
+        %i[opening_line opening_line_from_support acknowledgement].filter_map do |setting|
           value = public_send(setting)
           next if value.nil? || value.respond_to?(:call)
 
@@ -214,22 +237,46 @@ module SupportDesk
       # What to post for THIS ticket, resolved and interpolated in the
       # current locale. nil or blank means post nothing.
       def opening_line_for(ticket)
-        setting = ticket.opened_by_support? ? opening_line_from_support : opening_line
-        return nil if setting.nil?
-
-        line = case setting
-        when Symbol then I18n.t(setting, **line_interpolations(ticket), raise: true)
-        when String then interpolate_line(setting, line_interpolations(ticket), "opening_line")
-        else setting.call(ticket)
+        if ticket.opened_by_support?
+          line_for(ticket, opening_line_from_support, "opening_line_from_support")
+        else
+          line_for(ticket, opening_line, "opening_line")
         end
-        return nil if line.nil?
+      end
 
-        unless line.is_a?(String)
-          raise ConfigurationError,
-                "an opening_line block must return a String or nil, got #{line.inspect}"
-        end
+      # The acknowledgement for THIS ticket, the same way: nil for a case the
+      # desk opened, and nil or blank means post nothing.
+      def acknowledgement_for(ticket)
+        return nil if ticket.opened_by_support?
 
-        line
+        line_for(ticket, acknowledgement, "acknowledgement")
+      end
+
+      # "We usually reply in under 72 hours", in the current locale, or nil
+      # when this desk promises nothing. The line the requester reads above
+      # the composer and on the door, from the same `reply_within` the SLA
+      # breaches on.
+      def reply_promise
+        within = reply_within
+        return nil if within.nil?
+
+        I18n.t("support_desk.thread.promise", time: SupportDesk.humanize_promise(within))
+      end
+
+      # What every line and notice of this desk can say about +ticket+:
+      # %{label}, %{desk} and %{reply_within} (the promise, in its own unit).
+      def line_interpolations(ticket)
+        { label: ticket.label, desk: ticket.desk.name,
+          reply_within: (SupportDesk.humanize_promise(reply_within) if reply_within) }
+      end
+
+      # The `_with_promise` variant of an I18n key, when this desk promises a
+      # time and the variant exists; the key as written otherwise.
+      def promised_key(symbol)
+        return symbol if reply_within.nil?
+
+        promised = :"#{symbol}_with_promise"
+        I18n.exists?(promised) ? promised : symbol
       end
 
       # --- Who answers ----------------------------------------------------------
@@ -554,9 +601,24 @@ module SupportDesk
               "#{LINE_INTERPOLATIONS.keys.map { |key| "%{#{key}}" }.join(", ")}."
       end
 
-      def line_interpolations(ticket)
-        { label: ticket.label, desk: ticket.desk.name,
-          reply_within: (SupportDesk.humanize_duration(reply_within) if reply_within) }
+      # One configured line, resolved and interpolated for +ticket+. An I18n
+      # key reads its `<key>_with_promise` variant when this desk promises a
+      # time and the variant exists, so a desk with `reply_within = nil` never
+      # says "we usually reply in under ." (the gem's assistant lines work the
+      # same way).
+      def line_for(ticket, setting, name)
+        return nil if setting.nil?
+
+        line = case setting
+        when Symbol then I18n.t(promised_key(setting), **line_interpolations(ticket), raise: true)
+        when String then interpolate_line(setting, line_interpolations(ticket), name)
+        else setting.call(ticket)
+        end
+        return nil if line.nil?
+
+        raise ConfigurationError, "a #{name} block must return a String or nil, got #{line.inspect}" unless line.is_a?(String)
+
+        line
       end
     end
 
@@ -949,7 +1011,7 @@ module SupportDesk
       def line_interpolations(ticket)
         reply_within = ticket.desk_config.reply_within
         { name: name, desk: ticket.desk.name,
-          reply_within: (SupportDesk.humanize_duration(reply_within) if reply_within) }
+          reply_within: (SupportDesk.humanize_promise(reply_within) if reply_within) }
       end
     end
 
@@ -957,7 +1019,7 @@ module SupportDesk
     # top-level accessors forward to the `:default` desk, which is also what
     # every other desk falls back to.
     DESK_SETTINGS = %i[
-      name avatar email opening_line opening_line_from_support find_requester reply_policy
+      name avatar email opening_line opening_line_from_support acknowledgement find_requester reply_policy
       announce_assignments closed_tickets reply_within at_risk_after open_rate_limit max_open_tickets
       inbox_entry routing mirror_replies_by_email auto_close_after assistant
     ].freeze
@@ -999,6 +1061,12 @@ module SupportDesk
     # own. Read through #console_authorized?.
     attr_reader :authorize_console
 
+    # Where a requester reads a case: :chats (the default) is its
+    # conversation in the chats inbox; :support is this engine's own ticket
+    # page, for a host whose support lives apart from its inbox.
+    THREAD_PAGES = %i[chats support].freeze
+    attr_reader :thread_page
+
     # A fresh configuration: one `:default` desk, every setting at the
     # documented default.
     def initialize
@@ -1010,6 +1078,7 @@ module SupportDesk
       @authenticate_method = :authenticate_user!
       @visible_desks_for = nil
       @authorize_console = nil
+      @thread_page = :chats
 
       @desks = { default: DeskConfiguration.new(:default) }
       @assistants = {}
@@ -1029,6 +1098,18 @@ module SupportDesk
       @console_parent_controller = ensure_class_name(value, "console_parent_controller")
     end
 
+    def thread_page=(value)
+      page = value.respond_to?(:to_sym) ? value.to_sym : value
+      unless THREAD_PAGES.include?(page)
+        raise ConfigurationError, "thread_page must be one of #{THREAD_PAGES.map(&:inspect).join(", ")}, got #{value.inspect}"
+      end
+
+      @thread_page = page
+    end
+
+    # Whether a case is read on this engine's own page (`thread_page = :support`).
+    def support_thread_page? = thread_page == :support
+
     # --- The console ------------------------------------------------------------
 
     # Narrow what the console can reach:

data/lib/support_desk/conversation_access.rb

@@ -0,0 +1,42 @@
+# frozen_string_literal: true
+
+module SupportDesk
+  # chats finds every conversation a request names (the thread, a dock
+  # window, the composer, read, typing, refresh, reactions, edits) by asking,
+  # in order, the relations `Chats::ApplicationController#conversation_lookup_scopes`
+  # returns (chats >= 0.5.1). By default that is the viewer's inbox,
+  # `Messager#chats`, with the host's `config.inbox_scope` applied: the right
+  # rule for a list and the wrong one for a case. A host that keeps support
+  # apart from its inbox (`thread_page = :support`, and an inbox_scope that
+  # leaves SupportDesk::Ticket conversations out) would 404 its requesters
+  # inside their own cases.
+  #
+  # So this adds one relation after chats' own: the viewer's own cases
+  # (SupportDesk::Ticket.conversations_of), through the same participation
+  # and block rules as the inbox, without the host's listing scope. The union
+  # of the scopes is the authorization: nobody gains a conversation they are
+  # not seated in, a non-support conversation the host hides stays hidden, and
+  # a layer of the host's that refuses a conversation (its own
+  # `find_conversation`, or a scope it drops) still refuses it.
+  #
+  # == The contract with the host
+  #
+  # support_desk only ever adds a scope beside the host's. A host that must
+  # refuse a viewer entirely (a suspended account) returns no scopes, and that
+  # is final: with nothing to stand beside, support_desk adds nothing either.
+  # The ticket page asks the same question (SupportDesk::TicketsController
+  # resolves its conversation through chats' own `find_conversation`).
+  #
+  # Prepended to Chats::ApplicationController by the engine, in `to_prepare`
+  # so it survives a code reload.
+  module ConversationAccess
+    protected
+
+    def conversation_lookup_scopes
+      scopes = super
+      return scopes if scopes.empty?
+
+      scopes + [ SupportDesk::Ticket.conversations_of(chats_current_messager) ]
+    end
+  end
+end

data/lib/support_desk/engine.rb

@@ -150,6 +150,13 @@ module SupportDesk
       # needed to load the class.
       _assistant = SupportDesk::Assistant
 
+      # A requester's own case opens through chats whatever the host's
+      # `inbox_scope` lists (SupportDesk::ConversationAccess). Here and not in
+      # an initializer because both classes reload: a reloaded chats
+      # controller is a new class, and it needs the seam again.
+      chats_controller = Chats::ApplicationController
+      chats_controller.prepend(SupportDesk::ConversationAccess) unless chats_controller < SupportDesk::ConversationAccess
+
       SupportDesk.config.validate_classes! if SupportDesk.configured?
     end
   end

data/lib/support_desk/launcher.rb

@@ -0,0 +1,64 @@
+# frozen_string_literal: true
+
+module SupportDesk
+  # The "Need help?" launcher (`support_launcher`): an item of chats' tray
+  # (chats >= 0.7.0), beside the messaging dock's bar or in a corner of its
+  # own, whose panel is this engine's own pages in a frame.
+  #
+  # This module is the launcher's two names and its live badge:
+  #
+  #   FRAME     the panel's turbo frame. A request that carries it
+  #             (`Turbo-Frame: support_desk_panel`) is answered with the
+  #             panel's templates (SupportDesk::TicketsController).
+  #   BADGE_ID  the badge the requester's `[requester, :support_desk]`
+  #             stream replaces.
+  #
+  # The badge is `requester.unread_support_count`: unread messages across
+  # their own cases, against chats' read horizon, with no listing scope. It
+  # never touches the Messages badge, which counts `messager.chats` (the
+  # host's inbox_scope applied). It moves wherever chats says an unread count
+  # may have moved (`Chats.on(:unread_changed)`: every message, the case's
+  # own notices included, and a read), for a conversation that is a case's.
+  module Launcher
+    FRAME = "support_desk_panel"
+    BADGE_ID = "support_desk_launcher_badge"
+    BADGE_PARTIAL = "support_desk/launcher/badge"
+
+    class << self
+      # Whether +request+ is the panel's: its frame asked for it. Then the
+      # requester's screens answer with the panel's templates, every link
+      # stays inside it, and a new case opens in it.
+      def panel_request?(request)
+        request&.headers&.[]("Turbo-Frame") == FRAME
+      end
+
+      # chats' `:unread_changed`, filtered to support: a case's conversation
+      # (its subject is the ticket, no query needed) and a seat that asks
+      # for help (a requester; a desk or an agent's console has no launcher).
+      def unread_changed(messager, conversation)
+        return unless conversation&.subject_type == SupportDesk::Ticket.polymorphic_name
+        return unless messager.respond_to?(:unread_support_count)
+
+        broadcast_badge_of(messager)
+      end
+
+      # Replace +requester+'s launcher badge, wherever it is on screen: one
+      # job, which counts when it renders (nothing is counted in the request
+      # that wrote the message). A missed one heals on the launcher's
+      # catch-up (GET tickets/badge).
+      #
+      # It runs whether or not this host renders a launcher: there is no
+      # telling, from a job, whether anybody is listening, and a switch for it
+      # would let a launcher's badge silently never move. Support is
+      # human-paced, so this is one small job per message in a case.
+      def broadcast_badge_of(requester)
+        Turbo::StreamsChannel.broadcast_replace_later_to(
+          requester, :support_desk,
+          target: BADGE_ID,
+          partial: BADGE_PARTIAL,
+          locals: { requester: requester }
+        )
+      end
+    end
+  end
+end

data/lib/support_desk/models/concerns/requester.rb

@@ -93,9 +93,13 @@ module SupportDesk
     end
 
     # Unread messages across every support conversation this requester has,
-    # counted against the chats read horizon — the number for a nav badge.
+    # counted against the chats read horizon — the number for a nav badge
+    # and the launcher's. Counted through the cases they can open
+    # (Ticket.conversations_of: their seat still there, the same scope the
+    # case page and chats' lookup use), so the badge never counts a case that
+    # would 404.
     def unread_support_count
-      conversation_ids = support_tickets.where.not(conversation_id: nil).distinct.pluck(:conversation_id)
+      conversation_ids = SupportDesk::Ticket.conversations_of(self).reorder(nil).distinct.pluck(:id)
       return 0 if conversation_ids.empty?
 
       Chats::Conversation.unread_counts_for(self, conversation_ids).values.sum

data/lib/support_desk/models/ticket.rb

@@ -192,6 +192,35 @@ module SupportDesk
         find_by(conversation_id: conversation.id)
       end
 
+      # The conversations behind +requester+'s own cases, while they still
+      # hold its seat: chats' participation and block rules (`inbox_for`),
+      # without the host's `inbox_scope`. Participation is what makes a
+      # conversation theirs to read; the inbox is only where it is listed.
+      # What chats adds to its lookup (SupportDesk::ConversationAccess) and
+      # what the ticket page reads from.
+      #
+      # A case and its conversation have to point at each other: a direct
+      # conversation whose subject IS one of this requester's cases, that very
+      # case's conversation. A ticket mislinked to a group, or to a
+      # conversation about something else, opens nothing.
+      def conversations_of(requester)
+        return Chats::Conversation.none unless requester.respond_to?(:support_tickets)
+
+        tickets = arel_table
+        conversations = Chats::Conversation.arel_table
+        own_cases = requester.support_tickets.where(tickets[:id].eq(conversations[:subject_id])).select(:conversation_id)
+        Chats::Conversation.inbox_for(requester).direct
+                           .where(subject_type: polymorphic_name)
+                           .where(id: own_cases)
+      end
+
+      # One of them, by id, or nil.
+      def requester_conversation(requester, id)
+        return nil if id.blank?
+
+        conversations_of(requester).find_by(id: id)
+      end
+
       # Open a ticket and post its first message. Usually called as
       # `requester.ask_support!(…)` — or, when the desk writes first, as
       # `agent.open_support_conversation_with!(…)`. This is the seam under
@@ -621,6 +650,7 @@ module SupportDesk
         ticket.send(:record_registration!, posted) if posted
         ticket.send(:stamp_assistant_action!) if by_support && SupportDesk.ai_actor?(by)
         pin_opening_lines!(ticket, notices, posted)
+        post_acknowledgement!(ticket, posted) if posted && !by_support
         ticket
       end
 
@@ -631,6 +661,30 @@ module SupportDesk
         ticket.conversation.post_system_message!(line)
       end
 
+      # The desk's acknowledgement, right under the requester's first message
+      # and in the same transaction, so "did that go through?" is answered by
+      # the very commit that made it so. Pinned one tick AFTER the message
+      # whenever the clock did not move between the two inserts (the same tie
+      # `pin_opening_lines!` breaks the other way), and it is then the
+      # conversation's last message: what a list row previews.
+      #
+      # It is the desk's receipt for words the requester has just written, so
+      # it is never news to them: their read horizon moves through it. Without
+      # that, a tick dated after the clock (a frozen or coarse one) would stay
+      # unread on a page that already shows it, chats' own thread included,
+      # which reads at "now".
+      def post_acknowledgement!(ticket, posted)
+        line = ticket.desk_config.acknowledgement_for(ticket)
+        return if line.blank?
+
+        notice = ticket.conversation.post_system_message!(line)
+        if notice.created_at <= posted.created_at
+          notice.update_columns(created_at: posted.created_at + ordering_tick)
+          ticket.conversation.recompute_last_message!
+        end
+        ticket.conversation.participant_for(ticket.requester)&.read!(at: notice.created_at)
+      end
+
       # chats orders a transcript by (created_at, id), and inserting one row
       # after another does NOT guarantee two different timestamps: frozen
       # time in a test, a coarse column, a clock that doesn't move between
@@ -724,7 +778,7 @@ module SupportDesk
     def chat_locked_notice
       return I18n.t("support_desk.thread.unavailable_notice") if requester_unavailable?
 
-      I18n.t("support_desk.thread.closed_notice")
+      I18n.t("support_desk.thread.closed_notice", **desk_config.line_interpolations(self))
     end
 
     # Whether the person this case belongs to can be written to at all right

data/lib/support_desk/version.rb

@@ -1,5 +1,5 @@
 # frozen_string_literal: true
 
 module SupportDesk
-  VERSION = "0.3.2"
+  VERSION = "0.5.0"
 end

data/lib/support_desk/wizard.rb

@@ -179,11 +179,7 @@ module SupportDesk
     # The promise shown next to the composer ("we usually reply in under a
     # day"), built from `config.reply_within` — one setting, one truth: the
     # same number the SLA breaches on.
-    def promise
-      return nil if promise_within.nil?
-
-      I18n.t("support_desk.thread.promise", time: self.class.humanize_duration(promise_within))
-    end
+    def promise = target_desk.config.reply_promise
 
     # The promise as a Duration, for hosts that want to phrase it themselves.
     def promise_within = target_desk.config.reply_within