@consilioweb/payload-support 0.10.0 → 0.11.0

package/dist/index.cjs

@@ -63,6 +63,7 @@ var DEFAULT_SLUGS = {
   slaPolicies: "sla-policies",
   macros: "macros",
   ticketStatuses: "ticket-statuses",
+  ticketFeedback: "ticket-feedback",
   users: "users",
   media: "media"
 };
@@ -618,6 +619,104 @@ function createSearchEndpoint(slugs) {
   };
 }
 
+// src/endpoints/kb-search.ts
+var DIACRITICS = /[̀-ͯ]/g;
+function lexicalToPlainText(richText) {
+  if (!richText) return "";
+  const parts = [];
+  const visit = (node) => {
+    if (!node || typeof node !== "object") return;
+    if (typeof node.text === "string") {
+      parts.push(node.text);
+    }
+    if (Array.isArray(node.children)) {
+      for (const child of node.children) visit(child);
+    }
+    if (node.root) visit(node.root);
+  };
+  visit(richText);
+  return parts.join(" ").replace(/\s+/g, " ").trim();
+}
+function buildExcerpt(plain, maxChars = 160) {
+  if (!plain) return "";
+  if (plain.length <= maxChars) return plain;
+  const slice = plain.slice(0, maxChars + 1);
+  const lastSpace = slice.lastIndexOf(" ");
+  const cut = lastSpace > 60 ? slice.slice(0, lastSpace) : slice.slice(0, maxChars);
+  return `${cut.trim()}\u2026`;
+}
+function tokenize(q) {
+  return q.toLowerCase().normalize("NFD").replace(DIACRITICS, "").split(/[^a-z0-9]+/).filter((t) => t.length >= 2);
+}
+function normalize(s) {
+  return s.toLowerCase().normalize("NFD").replace(DIACRITICS, "");
+}
+function createKbSearchEndpoint(slugs) {
+  return {
+    path: "/support/kb/search",
+    method: "get",
+    handler: async (req) => {
+      try {
+        const payload = req.payload;
+        const url = new URL(req.url);
+        const q = (url.searchParams.get("q") || "").trim();
+        const limitRaw = parseInt(url.searchParams.get("limit") || "5", 10);
+        const limit = Math.min(Math.max(Number.isNaN(limitRaw) ? 5 : limitRaw, 1), 10);
+        if (!q || q.length < 3) {
+          return Response.json({ results: [], total: 0 });
+        }
+        const tokens = tokenize(q);
+        if (tokens.length === 0) {
+          return Response.json({ results: [], total: 0 });
+        }
+        const orClauses = [];
+        for (const t of tokens) {
+          orClauses.push({ title: { contains: t } });
+          orClauses.push({ category: { contains: t } });
+        }
+        orClauses.push({ title: { contains: q } });
+        const res = await payload.find({
+          collection: slugs.knowledgeBase,
+          where: {
+            and: [
+              { published: { equals: true } },
+              { or: orClauses }
+            ]
+          },
+          // Over-fetch so we can re-rank and trim ourselves.
+          limit: Math.max(limit * 3, 10),
+          depth: 0,
+          overrideAccess: true
+        });
+        const results = res.docs.map((a) => {
+          const title = a.title || "";
+          const category = a.category || "";
+          const titleN = normalize(title);
+          const categoryN = normalize(category);
+          let score = 0;
+          for (const t of tokens) {
+            if (titleN.includes(t)) score += 2;
+            if (categoryN.includes(t)) score += 1;
+          }
+          const plain = lexicalToPlainText(a.body);
+          return {
+            id: a.id,
+            title,
+            slug: a.slug,
+            category,
+            excerpt: buildExcerpt(plain, 160),
+            score
+          };
+        }).filter((r) => r.score > 0).sort((a, b) => b.score - a.score).slice(0, limit);
+        return Response.json({ results, total: results.length });
+      } catch (error) {
+        console.error("[kb-search] Error:", error);
+        return Response.json({ error: "Internal server error" }, { status: 500 });
+      }
+    }
+  };
+}
+
 // src/endpoints/bulk-action.ts
 function createBulkActionEndpoint(slugs) {
   return {
@@ -5210,11 +5309,467 @@ function createUserPrefsPostEndpoint(slugs) {
   };
 }
 
+// src/endpoints/escalate.ts
+function createEscalateEndpoint(slugs) {
+  return {
+    path: "/support/tickets/:id/escalate",
+    method: "post",
+    handler: async (req) => {
+      try {
+        requireAdmin(req, slugs);
+        const idRaw = req.routeParams?.id;
+        if (!idRaw) {
+          return Response.json({ error: "missing-id" }, { status: 400 });
+        }
+        const ticketId = Number(idRaw);
+        if (Number.isNaN(ticketId)) {
+          return Response.json({ error: "invalid-id" }, { status: 400 });
+        }
+        const ticket = await req.payload.update({
+          collection: slugs.tickets,
+          id: ticketId,
+          data: { status: "escalated" },
+          overrideAccess: true
+        });
+        return Response.json({ ok: true, ticket });
+      } catch (err) {
+        const authResponse = handleAuthError(err);
+        if (authResponse) return authResponse;
+        console.error("[support/escalate] Error:", err);
+        return Response.json({ error: "Internal server error" }, { status: 500 });
+      }
+    }
+  };
+}
+
+// src/endpoints/ticket-feedback.ts
+function createTicketFeedbackEndpoint(slugs) {
+  return {
+    path: "/support/tickets/:id/feedback",
+    method: "post",
+    handler: async (req) => {
+      try {
+        requireClient(req, slugs);
+        const payload = req.payload;
+        const idRaw = req.routeParams?.id;
+        if (!idRaw) {
+          return Response.json({ error: "missing-id" }, { status: 400 });
+        }
+        const ticketId = Number(idRaw);
+        if (Number.isNaN(ticketId)) {
+          return Response.json({ error: "invalid-id" }, { status: 400 });
+        }
+        const body = await req.json();
+        const ratingNum = Number(body?.rating);
+        if (!Number.isInteger(ratingNum) || ratingNum < 1 || ratingNum > 5) {
+          return Response.json(
+            { error: "rating (entier 1-5) requis." },
+            { status: 400 }
+          );
+        }
+        const comment = typeof body?.comment === "string" ? body.comment.trim() : void 0;
+        if (comment && comment.length > 5e3) {
+          return Response.json(
+            { error: "Le commentaire ne peut pas depasser 5000 caracteres." },
+            { status: 400 }
+          );
+        }
+        const ticket = await payload.findByID({
+          collection: slugs.tickets,
+          id: ticketId,
+          depth: 0,
+          overrideAccess: true
+        });
+        if (!ticket) {
+          return Response.json({ error: "Ticket introuvable." }, { status: 404 });
+        }
+        const ticketClientId = typeof ticket.client === "object" && ticket.client !== null ? ticket.client.id : ticket.client;
+        if (ticketClientId !== req.user.id) {
+          return Response.json({ error: "forbidden" }, { status: 403 });
+        }
+        const existing = await payload.find({
+          collection: "ticket-feedback",
+          where: { ticket: { equals: ticketId } },
+          limit: 1,
+          depth: 0,
+          overrideAccess: true
+        });
+        if (existing.docs.length > 0) {
+          return Response.json(
+            { error: "Feedback deja soumis pour ce ticket." },
+            { status: 409 }
+          );
+        }
+        const feedback = await payload.create({
+          collection: "ticket-feedback",
+          data: {
+            ticket: ticketId,
+            client: req.user.id,
+            rating: ratingNum,
+            ...comment ? { comment } : {},
+            submittedFrom: "portal"
+          },
+          overrideAccess: true
+        });
+        return Response.json({ success: true, feedback });
+      } catch (err) {
+        const authResponse = handleAuthError(err);
+        if (authResponse) return authResponse;
+        console.error("[support/ticket-feedback] Error:", err);
+        return Response.json({ error: "Internal server error" }, { status: 500 });
+      }
+    }
+  };
+}
+
+// src/endpoints/transfer-ticket.ts
+var EMAIL_RE = /^[^\s@]+@[^\s@]+\.[^\s@]+$/;
+var MAX_TRANSFERS_PER_DAY = 5;
+function createTransferTicketEndpoint(slugs) {
+  return {
+    path: "/support/tickets/:id/transfer",
+    method: "post",
+    handler: async (req) => {
+      try {
+        if (!req.user) throw new AuthError("Authentication required", 401);
+        const idRaw = req.routeParams?.id;
+        if (!idRaw) return Response.json({ error: "missing-id" }, { status: 400 });
+        const ticketId = Number(idRaw);
+        if (Number.isNaN(ticketId)) return Response.json({ error: "invalid-id" }, { status: 400 });
+        let body;
+        try {
+          body = await req.json();
+        } catch {
+          return Response.json({ error: "Invalid JSON body" }, { status: 400 });
+        }
+        const email = (body.email || "").trim().toLowerCase();
+        if (!email || !EMAIL_RE.test(email) || email.length > 254) {
+          return Response.json({ error: "Email invalide" }, { status: 400 });
+        }
+        const includeAttachments = body.includeAttachments !== false;
+        const customMessage = typeof body.message === "string" ? body.message.slice(0, 1e3) : "";
+        const payload = req.payload;
+        const ticket = await payload.findByID({
+          collection: slugs.tickets,
+          id: ticketId,
+          depth: 1,
+          overrideAccess: true
+        });
+        if (!ticket) return Response.json({ error: "Ticket introuvable" }, { status: 404 });
+        const isAdmin = req.user.collection === slugs.users;
+        const isOwner = req.user.collection === slugs.supportClients && (typeof ticket.client === "object" ? ticket.client?.id === req.user.id : ticket.client === req.user.id);
+        if (!isAdmin && !isOwner) {
+          return Response.json({ error: "Forbidden" }, { status: 403 });
+        }
+        try {
+          const since = new Date(Date.now() - 24 * 60 * 60 * 1e3).toISOString();
+          const existing = await payload.count({
+            collection: slugs.emailLogs,
+            where: {
+              and: [
+                { action: { equals: "transfer" } },
+                { ticketNumber: { equals: ticket.ticketNumber || `#${ticketId}` } },
+                { createdAt: { greater_than: since } }
+              ]
+            },
+            overrideAccess: true
+          });
+          if (existing.totalDocs >= MAX_TRANSFERS_PER_DAY) {
+            return Response.json(
+              { error: `Limite atteinte (${MAX_TRANSFERS_PER_DAY} transferts par 24h sur ce ticket)` },
+              { status: 429 }
+            );
+          }
+        } catch {
+        }
+        const messages = await payload.find({
+          collection: slugs.ticketMessages,
+          where: {
+            and: [
+              { ticket: { equals: ticketId } },
+              { isInternal: { equals: false } }
+            ]
+          },
+          sort: "createdAt",
+          limit: 200,
+          depth: 1,
+          overrideAccess: true
+        });
+        const baseUrl = process.env.NEXT_PUBLIC_SERVER_URL || "";
+        const ticketNumber = ticket.ticketNumber || `#${ticketId}`;
+        const subject = ticket.subject || "Ticket";
+        const statusLabel = statusToLabel(ticket.status);
+        const timelineHtml = messages.docs.map((m) => {
+          const date = m.createdAt ? new Date(m.createdAt).toLocaleString("fr-FR", { timeZone: "Europe/Paris" }) : "";
+          const authorLabel = m.authorType === "admin" ? "\xC9quipe support" : m.authorClient && typeof m.authorClient === "object" ? `${m.authorClient.firstName || ""} ${m.authorClient.lastName || ""}`.trim() || "Client" : "Client";
+          const bodyText = m.body || "";
+          const bodyHtml = escapeHtml(bodyText).replace(/\n/g, "<br/>");
+          let attachmentsHtml = "";
+          if (includeAttachments && Array.isArray(m.attachments) && m.attachments.length > 0) {
+            const items = m.attachments.map((a) => {
+              const f = a?.file;
+              if (!f || typeof f !== "object") return "";
+              const url = f.url ? f.url.startsWith("http") ? f.url : `${baseUrl}${f.url}` : "";
+              const name = f.filename || f.title || "pi\xE8ce jointe";
+              if (!url) return `<li>${escapeHtml(name)} (lien indisponible)</li>`;
+              return `<li><a href="${escapeHtml(url)}">${escapeHtml(name)}</a></li>`;
+            }).filter(Boolean).join("");
+            if (items) {
+              attachmentsHtml = `<ul style="margin: 8px 0 0 0; padding-left: 20px; font-size: 13px; color: #475569;">${items}</ul>`;
+            }
+          }
+          return `
+            <div style="margin: 0 0 16px 0; padding: 14px 16px; border-left: 3px solid #e2e8f0; background: #f8fafc; border-radius: 0 8px 8px 0;">
+              <div style="margin-bottom: 8px; font-size: 12px; color: #64748b;">
+                <strong style="color: #0f172a;">${escapeHtml(authorLabel)}</strong>
+                ${date ? ` &middot; ${escapeHtml(date)}` : ""}
+              </div>
+              <div style="font-size: 14px; line-height: 1.6; color: #1e293b; white-space: pre-wrap;">${bodyHtml || "<em>(message vide)</em>"}</div>
+              ${attachmentsHtml}
+            </div>
+          `;
+        }).join("");
+        const customMessageHtml = customMessage ? `<div style="margin: 0 0 24px 0; padding: 16px; background: #fef9c3; border: 1px solid #fde047; border-radius: 8px;">
+              <div style="font-size: 12px; font-weight: 700; text-transform: uppercase; color: #854d0e; margin-bottom: 6px;">Message du transmetteur</div>
+              <div style="font-size: 14px; color: #422006; white-space: pre-wrap;">${escapeHtml(customMessage)}</div>
+            </div>` : "";
+        const settings = await readSupportSettings(payload).catch(() => null);
+        const replyTo = settings?.email?.replyToAddress || process.env.SUPPORT_REPLY_TO || "";
+        const html = emailWrapper(
+          `R\xE9capitulatif ticket ${ticketNumber}`,
+          [
+            emailParagraph(`Bonjour,`),
+            emailParagraph(
+              `Voici le r\xE9capitulatif du ticket <strong>${escapeHtml(ticketNumber)}</strong> \u2014 <em>${escapeHtml(subject)}</em>.`
+            ),
+            customMessageHtml,
+            `<table cellpadding="0" cellspacing="0" border="0" style="margin: 0 0 24px 0;">
+              <tr><td style="padding: 4px 12px 4px 0; font-size: 12px; text-transform: uppercase; color: #64748b; font-weight: 700;">Sujet</td><td style="padding: 4px 0; font-size: 14px; color: #0f172a;">${escapeHtml(subject)}</td></tr>
+              <tr><td style="padding: 4px 12px 4px 0; font-size: 12px; text-transform: uppercase; color: #64748b; font-weight: 700;">Statut</td><td style="padding: 4px 0; font-size: 14px; color: #0f172a;">${escapeHtml(statusLabel)}</td></tr>
+              <tr><td style="padding: 4px 12px 4px 0; font-size: 12px; text-transform: uppercase; color: #64748b; font-weight: 700;">Num\xE9ro</td><td style="padding: 4px 0; font-size: 14px; color: #0f172a;">${escapeHtml(ticketNumber)}</td></tr>
+            </table>`,
+            `<h2 style="margin: 24px 0 12px 0; font-size: 16px; color: #0f172a;">Conversation</h2>`,
+            timelineHtml || emailParagraph("<em>Aucun \xE9change \xE0 afficher.</em>"),
+            baseUrl ? emailButton("Voir le ticket", `${baseUrl}/support/tickets/${ticketId}`) : "",
+            emailParagraph(
+              `<span style="font-size: 12px; color: #94a3b8;">Ce r\xE9capitulatif a \xE9t\xE9 transmis depuis l'espace support. Ne r\xE9pondez pas \xE0 cet email \u2014 utilisez le lien ci-dessus pour \xE9changer.</span>`
+            )
+          ].join("")
+        );
+        await payload.sendEmail({
+          to: email,
+          ...replyTo ? { replyTo } : {},
+          subject: `R\xE9capitulatif support \u2014 ${ticketNumber} ${subject}`,
+          html
+        });
+        try {
+          await payload.create({
+            collection: slugs.emailLogs,
+            data: {
+              status: "success",
+              action: "transfer",
+              senderEmail: req.user.collection === slugs.supportClients ? req.user.email : req.user.email,
+              recipientEmail: email,
+              subject: `Transfert ${ticketNumber}`,
+              ticketNumber
+            },
+            overrideAccess: true
+          });
+        } catch {
+        }
+        return Response.json({ ok: true, sentTo: email });
+      } catch (err) {
+        const authResponse = handleAuthError(err);
+        if (authResponse) return authResponse;
+        console.error("[support/transfer-ticket] Error:", err);
+        return Response.json({ error: "Internal server error" }, { status: 500 });
+      }
+    }
+  };
+}
+function statusToLabel(status) {
+  switch (status) {
+    case "open":
+      return "Ouvert";
+    case "waiting_client":
+      return "En attente du client";
+    case "resolved":
+      return "R\xE9solu";
+    case "closed":
+      return "Cl\xF4tur\xE9";
+    case "escalated":
+      return "Escalad\xE9";
+    default:
+      return String(status || "\u2014");
+  }
+}
+var EMAIL_RE2 = /^[^\s@]+@[^\s@]+\.[^\s@]+$/;
+function createInviteCollaboratorEndpoint(slugs) {
+  return {
+    path: "/support/tickets/:id/invite",
+    method: "post",
+    handler: async (req) => {
+      try {
+        if (!req.user) throw new AuthError("Authentication required", 401);
+        const idRaw = req.routeParams?.id;
+        if (!idRaw) return Response.json({ error: "missing-id" }, { status: 400 });
+        const ticketId = Number(idRaw);
+        if (Number.isNaN(ticketId)) return Response.json({ error: "invalid-id" }, { status: 400 });
+        let body;
+        try {
+          body = await req.json();
+        } catch {
+          return Response.json({ error: "Invalid JSON body" }, { status: 400 });
+        }
+        const email = (body.email || "").trim().toLowerCase();
+        if (!email || !EMAIL_RE2.test(email) || email.length > 254) {
+          return Response.json({ error: "Email invalide" }, { status: 400 });
+        }
+        const role = body.role === "collaborator" ? "collaborator" : "viewer";
+        const payload = req.payload;
+        const ticket = await payload.findByID({
+          collection: slugs.tickets,
+          id: ticketId,
+          depth: 1,
+          overrideAccess: true
+        });
+        if (!ticket) return Response.json({ error: "Ticket introuvable" }, { status: 404 });
+        const isAdmin = req.user.collection === slugs.users;
+        const ownerId = typeof ticket.client === "object" ? ticket.client?.id : ticket.client;
+        const isOwner = req.user.collection === slugs.supportClients && ownerId === req.user.id;
+        if (!isAdmin && !isOwner) {
+          return Response.json({ error: "Forbidden" }, { status: 403 });
+        }
+        const ownerEmail = typeof ticket.client === "object" ? ticket.client?.email : void 0;
+        if (ownerEmail && ownerEmail.toLowerCase() === email) {
+          return Response.json({ error: "Ce client est d\xE9j\xE0 propri\xE9taire du ticket" }, { status: 400 });
+        }
+        let inviteeId = null;
+        const existing = await payload.find({
+          collection: slugs.supportClients,
+          where: { email: { equals: email } },
+          limit: 1,
+          depth: 0,
+          overrideAccess: true
+        });
+        if (existing.docs.length > 0) {
+          inviteeId = existing.docs[0].id;
+        } else {
+          const tempPassword = crypto3.randomBytes(16).toString("hex");
+          const created = await payload.create({
+            collection: slugs.supportClients,
+            data: {
+              email,
+              firstName: "Invit\xE9",
+              lastName: email.split("@")[0]?.slice(0, 40) || "",
+              company: "\u2014",
+              password: tempPassword
+            },
+            overrideAccess: true,
+            // Skip the "welcome" hook firing — let invitation email do the welcome instead
+            context: { skipInviteEmail: true }
+          });
+          inviteeId = created.id;
+        }
+        if (!inviteeId) {
+          return Response.json({ error: "Impossible de cr\xE9er le client invit\xE9" }, { status: 500 });
+        }
+        const dupe = await payload.find({
+          collection: "ticket-collaborators",
+          where: {
+            and: [
+              { ticket: { equals: ticketId } },
+              { client: { equals: inviteeId } }
+            ]
+          },
+          limit: 1,
+          depth: 0,
+          overrideAccess: true
+        });
+        const invitationToken = crypto3.randomBytes(24).toString("hex");
+        if (dupe.docs.length > 0) {
+          await payload.update({
+            collection: "ticket-collaborators",
+            id: dupe.docs[0].id,
+            data: { role, invitationToken },
+            overrideAccess: true
+          });
+        } else {
+          await payload.create({
+            collection: "ticket-collaborators",
+            data: {
+              ticket: ticketId,
+              client: inviteeId,
+              email,
+              role,
+              invitedBy: {
+                relationTo: req.user.collection,
+                value: req.user.id
+              },
+              invitationToken
+            },
+            overrideAccess: true
+          });
+        }
+        const settings = await readSupportSettings(payload).catch(() => null);
+        const replyTo = settings?.email?.replyToAddress || process.env.SUPPORT_REPLY_TO || "";
+        const baseUrl = process.env.NEXT_PUBLIC_SERVER_URL || "";
+        const ticketNumber = ticket.ticketNumber || `#${ticketId}`;
+        const subject = ticket.subject || "Ticket";
+        const inviteUrl = `${baseUrl}/support/tickets/${ticketId}?inviteToken=${invitationToken}`;
+        const inviterLabel = req.user.collection === slugs.users ? "L'\xE9quipe support" : `${req.user.firstName || ""} ${req.user.lastName || ""}`.trim() || "Un coll\xE8gue";
+        const roleLabel = role === "collaborator" ? "collaborateur (peut r\xE9pondre)" : "lecteur (consultation)";
+        await payload.sendEmail({
+          to: email,
+          ...replyTo ? { replyTo } : {},
+          subject: `Invitation au ticket ${ticketNumber}`,
+          html: emailWrapper(
+            `Invitation \xE0 un ticket support`,
+            [
+              emailParagraph(`Bonjour,`),
+              emailParagraph(
+                `<strong>${escapeHtml(inviterLabel)}</strong> vous invite \xE0 consulter le ticket <strong>${escapeHtml(ticketNumber)}</strong> \u2014 <em>${escapeHtml(subject)}</em>.`
+              ),
+              emailParagraph(`R\xF4le attribu\xE9 : <strong>${escapeHtml(roleLabel)}</strong>.`),
+              baseUrl ? emailButton("Acc\xE9der au ticket", inviteUrl) : "",
+              emailParagraph(
+                `<span style="font-size: 12px; color: #94a3b8;">Si vous n'avez pas encore de compte support, vous serez invit\xE9 \xE0 d\xE9finir un mot de passe pour activer votre acc\xE8s.</span>`
+              )
+            ].join("")
+          )
+        });
+        try {
+          await payload.create({
+            collection: slugs.emailLogs,
+            data: {
+              status: "success",
+              action: "invite",
+              senderEmail: req.user.email,
+              recipientEmail: email,
+              subject: `Invitation ${ticketNumber}`,
+              ticketNumber
+            },
+            overrideAccess: true
+          });
+        } catch {
+        }
+        return Response.json({ ok: true, invitedTo: email, role });
+      } catch (err) {
+        const authResponse = handleAuthError(err);
+        if (authResponse) return authResponse;
+        console.error("[support/invite-collaborator] Error:", err);
+        return Response.json({ error: "Internal server error" }, { status: 500 });
+      }
+    }
+  };
+}
+
 // src/endpoints/index.ts
 function createSupportEndpoints(slugs, options) {
   const f = options?.features;
   const endpoints = [
     createSearchEndpoint(slugs),
+    createKbSearchEndpoint(slugs),
     createSettingsGetEndpoint(slugs),
     createSettingsPostEndpoint(slugs),
     createAdminStatsEndpoint(slugs),
@@ -5230,7 +5785,11 @@ function createSupportEndpoints(slugs, options) {
     createPurgeLogsEndpoint(slugs),
     createResendNotificationEndpoint(slugs),
     createUserPrefsGetEndpoint(slugs),
-    createUserPrefsPostEndpoint(slugs)
+    createUserPrefsPostEndpoint(slugs),
+    createEscalateEndpoint(slugs),
+    createTicketFeedbackEndpoint(slugs),
+    createTransferTicketEndpoint(slugs),
+    createInviteCollaboratorEndpoint(slugs)
   ];
   if (!f || f.ai !== false) {
     endpoints.push(createAiEndpoint(slugs));
@@ -6290,7 +6849,9 @@ function createTicketsCollection(slugs, options) {
             options: [
               { label: "Ouvert", value: "open" },
               { label: "En attente client", value: "waiting_client" },
-              { label: "Resolu", value: "resolved" }
+              { label: "Resolu", value: "resolved" },
+              { label: "Ferme", value: "closed" },
+              { label: "Escalade", value: "escalated" }
             ],
             admin: { width: "50%" }
           },
@@ -6509,9 +7070,30 @@ function createTicketsCollection(slugs, options) {
         if (req.user?.collection === slugs.supportClients) return true;
         return false;
       },
-      read: ({ req }) => {
+      read: async ({ req }) => {
         if (req.user?.collection === slugs.users) return true;
         if (req.user?.collection === slugs.supportClients) {
+          let collabTicketIds = [];
+          try {
+            const rows = await req.payload.find({
+              collection: "ticket-collaborators",
+              where: { client: { equals: req.user.id } },
+              limit: 1e3,
+              depth: 0,
+              overrideAccess: true
+            });
+            collabTicketIds = rows.docs.map((r) => typeof r.ticket === "object" ? r.ticket?.id : r.ticket).filter((v) => v !== void 0 && v !== null);
+          } catch {
+          }
+          if (collabTicketIds.length > 0) {
+            const where = {
+              or: [
+                { client: { equals: req.user.id } },
+                { id: { in: collabTicketIds } }
+              ]
+            };
+            return where;
+          }
           return { client: { equals: req.user.id } };
         }
         return false;
@@ -6795,6 +7377,15 @@ function createTicketMessagesCollection(slugs, options) {
         label: "Pieces jointes",
         fields: [{ name: "file", type: "upload", relationTo: slugs.media, required: true, label: "Fichier" }]
       },
+      {
+        name: "fromAlias",
+        type: "text",
+        label: "Alias d'exp\xE9diteur",
+        admin: {
+          description: "Si d\xE9fini, le message est envoy\xE9 au nom de cet alias plut\xF4t que de l'agent authentifi\xE9",
+          position: "sidebar"
+        }
+      },
       { name: "isInternal", type: "checkbox", defaultValue: false, label: "Note interne", admin: { position: "sidebar" } },
       { name: "isSolution", type: "checkbox", defaultValue: false, label: "Reponse solution", admin: { position: "sidebar" } },
       { name: "skipNotification", type: "checkbox", defaultValue: false, label: "Sans notification", admin: { position: "sidebar", condition: (data) => data?.skipNotification === true } },
@@ -8298,6 +8889,22 @@ function createClientSummariesCollection(slugs) {
         admin: { readOnly: true }
         // Array of strings: "Hébergé chez OVH", "Site WordPress", etc.
       },
+      {
+        name: "nextActions",
+        type: "array",
+        label: "Prochaines actions sugg\xE9r\xE9es",
+        admin: { description: "Liste des actions sugg\xE9r\xE9es par l'IA" },
+        fields: [
+          { name: "label", type: "text", required: true },
+          {
+            name: "priority",
+            type: "select",
+            options: ["now", "today", "this-week"],
+            defaultValue: "today"
+          },
+          { name: "done", type: "checkbox", defaultValue: false }
+        ]
+      },
       // ── Stats ──
       {
         name: "ticketCount",
@@ -8355,6 +8962,191 @@ function createClientSummariesCollection(slugs) {
   };
 }
 
+// src/collections/TicketFeedback.ts
+function createAlertOnLowRating(slugs, notificationSlug) {
+  return async ({ doc, operation, req }) => {
+    if (operation !== "create") return doc;
+    const rating = typeof doc.rating === "number" ? doc.rating : Number(doc.rating);
+    if (!Number.isFinite(rating) || rating > 2) return doc;
+    try {
+      const ticketId = typeof doc.ticket === "object" ? doc.ticket?.id : doc.ticket;
+      const ticketNumber = typeof doc.ticket === "object" ? doc.ticket?.ticketNumber : void 0;
+      const ticketLabel = ticketNumber || (ticketId ? `#${ticketId}` : "?");
+      await createAdminNotification(req.payload, {
+        title: `Client mecontent : ${ticketLabel}`,
+        message: `Note ${rating}/5${doc.comment ? ` \u2014 ${String(doc.comment).slice(0, 200)}` : ""}`,
+        type: "satisfaction",
+        link: ticketId ? `/admin/collections/${slugs.tickets}/${ticketId}` : void 0
+      }, notificationSlug);
+    } catch (err) {
+      console.error("[support] Failed to alert on low rating:", err);
+    }
+    return doc;
+  };
+}
+function createTicketFeedbackCollection(slugs, options) {
+  const notificationSlug = options?.notificationSlug || "admin-notifications";
+  return {
+    slug: "ticket-feedback",
+    labels: {
+      singular: "Feedback ticket",
+      plural: "Feedbacks tickets"
+    },
+    admin: {
+      useAsTitle: "rating",
+      group: "Support",
+      defaultColumns: ["ticket", "rating", "client", "submittedFrom", "createdAt"]
+    },
+    access: {
+      // Creation is gated by the dedicated endpoint (signed token / portal session).
+      // We accept admins and authenticated support clients here; anonymous creation
+      // must go through the endpoint which uses overrideAccess.
+      create: ({ req }) => {
+        if (req.user?.collection === slugs.users) return true;
+        if (req.user?.collection === slugs.supportClients) return true;
+        return false;
+      },
+      read: ({ req }) => {
+        return req.user?.collection === slugs.users;
+      },
+      update: () => false,
+      delete: ({ req }) => req.user?.collection === slugs.users
+    },
+    fields: [
+      {
+        name: "ticket",
+        type: "relationship",
+        relationTo: slugs.tickets,
+        required: true,
+        hasMany: false,
+        unique: true,
+        label: "Ticket",
+        admin: { readOnly: true }
+      },
+      {
+        name: "rating",
+        type: "number",
+        required: true,
+        min: 1,
+        max: 5,
+        label: "Note (1-5)",
+        admin: { description: "1 = tres insatisfait, 5 = tres satisfait" }
+      },
+      {
+        name: "comment",
+        type: "textarea",
+        label: "Commentaire",
+        admin: { description: "Commentaire optionnel du client" }
+      },
+      {
+        name: "client",
+        type: "relationship",
+        relationTo: slugs.supportClients,
+        label: "Client",
+        admin: { readOnly: true }
+      },
+      {
+        name: "submittedFrom",
+        type: "select",
+        defaultValue: "portal",
+        label: "Source",
+        options: [
+          { label: "Portail", value: "portal" },
+          { label: "Email", value: "email" },
+          { label: "Admin", value: "admin" }
+        ],
+        admin: { readOnly: true }
+      }
+    ],
+    hooks: {
+      afterChange: [createAlertOnLowRating(slugs, notificationSlug)]
+    },
+    timestamps: true
+  };
+}
+
+// src/collections/TicketCollaborators.ts
+function createTicketCollaboratorsCollection(slugs) {
+  return {
+    slug: "ticket-collaborators",
+    labels: {
+      singular: "Collaborateur ticket",
+      plural: "Collaborateurs tickets"
+    },
+    admin: {
+      useAsTitle: "email",
+      group: "Support",
+      defaultColumns: ["email", "ticket", "client", "role", "invitedBy", "createdAt"]
+    },
+    access: {
+      // Admins always; clients only see rows that reference them.
+      read: ({ req }) => {
+        if (req.user?.collection === slugs.users) return true;
+        if (req.user?.collection === slugs.supportClients) {
+          return { client: { equals: req.user.id } };
+        }
+        return false;
+      },
+      create: ({ req }) => !!req.user,
+      update: () => false,
+      delete: ({ req }) => req.user?.collection === slugs.users
+    },
+    fields: [
+      {
+        name: "ticket",
+        type: "relationship",
+        relationTo: slugs.tickets,
+        required: true,
+        hasMany: false,
+        label: "Ticket"
+      },
+      {
+        name: "client",
+        type: "relationship",
+        relationTo: slugs.supportClients,
+        required: true,
+        label: "Client invit\xE9"
+      },
+      {
+        name: "email",
+        type: "email",
+        index: true,
+        label: "Email invit\xE9",
+        admin: { description: "Cache de l'email du client invit\xE9 au moment de l'invitation" }
+      },
+      {
+        name: "role",
+        type: "select",
+        defaultValue: "viewer",
+        options: [
+          { label: "Lecteur", value: "viewer" },
+          { label: "Collaborateur", value: "collaborator" }
+        ],
+        label: "R\xF4le"
+      },
+      {
+        name: "invitedBy",
+        type: "relationship",
+        relationTo: [slugs.users, slugs.supportClients],
+        required: true,
+        label: "Invit\xE9 par"
+      },
+      {
+        name: "acceptedAt",
+        type: "date",
+        label: "Accept\xE9 le"
+      },
+      {
+        name: "invitationToken",
+        type: "text",
+        index: true,
+        admin: { hidden: true }
+      }
+    ],
+    timestamps: true
+  };
+}
+
 // src/plugin.ts
 function viewConfig(component, path) {
   return { Component: component, path };
@@ -8388,7 +9180,9 @@ function supportPlugin(config) {
       createCannedResponsesCollection(slugs),
       createTicketActivityLogCollection(slugs),
       createSatisfactionSurveysCollection(slugs),
-      createKnowledgeBaseCollection(slugs)
+      createKnowledgeBaseCollection(slugs),
+      createTicketFeedbackCollection(slugs, { notificationSlug: config?.notificationSlug }),
+      createTicketCollaboratorsCollection(slugs)
     ];
     if (features.authLogs !== false) supportCollections.push(createAuthLogsCollection(slugs));
     if (features.timeTracking !== false) supportCollections.push(createTimeEntriesCollection(slugs));
@@ -8464,6 +9258,7 @@ exports.createSatisfactionSurveysCollection = createSatisfactionSurveysCollectio
 exports.createSlaPoliciesCollection = createSlaPoliciesCollection;
 exports.createSupportClientsCollection = createSupportClientsCollection;
 exports.createTicketActivityLogCollection = createTicketActivityLogCollection;
+exports.createTicketCollaboratorsCollection = createTicketCollaboratorsCollection;
 exports.createTicketMessagesCollection = createTicketMessagesCollection;
 exports.createTicketStatusEmail = createTicketStatusEmail;
 exports.createTicketStatusesCollection = createTicketStatusesCollection;