@consilioweb/payload-support 0.13.1 → 0.14.0

package/package.json

@@ -1,6 +1,6 @@
 {
   "name": "@consilioweb/payload-support",
-  "version": "0.13.1",
+  "version": "0.14.0",
   "description": "Payload CMS plugin — professional support & ticketing system with AI, SLA, time tracking, live chat, and more",
   "type": "module",
   "main": "./dist/index.cjs",

package/src/collections/KnowledgeBase.ts

@@ -47,6 +47,14 @@ export function createKnowledgeBaseCollection(slugs: CollectionSlugs): Collectio
           { label: 'Général', value: 'general' },
         ],
       },
+      {
+        name: 'excerpt',
+        type: 'textarea',
+        label: 'Résumé',
+        admin: {
+          description: 'Court résumé affiché dans les listes',
+        },
+      },
       {
         name: 'body',
         type: 'richText',
@@ -60,6 +68,13 @@ export function createKnowledgeBaseCollection(slugs: CollectionSlugs): Collectio
         label: 'Publié',
         admin: { position: 'sidebar' },
       },
+      {
+        name: 'popular',
+        type: 'checkbox',
+        defaultValue: false,
+        label: 'Populaire',
+        admin: { position: 'sidebar' },
+      },
       {
         name: 'sortOrder',
         type: 'number',
@@ -67,6 +82,20 @@ export function createKnowledgeBaseCollection(slugs: CollectionSlugs): Collectio
         label: 'Ordre',
         admin: { position: 'sidebar' },
       },
+      {
+        name: 'helpfulYes',
+        type: 'number',
+        defaultValue: 0,
+        label: 'Votes utiles',
+        admin: { position: 'sidebar', readOnly: true },
+      },
+      {
+        name: 'helpfulNo',
+        type: 'number',
+        defaultValue: 0,
+        label: 'Votes non utiles',
+        admin: { position: 'sidebar', readOnly: true },
+      },
     ],
     hooks: {
       beforeChange: [

package/src/collections/SupportClients.ts

@@ -134,6 +134,79 @@ export function createSupportClientsCollection(slugs: CollectionSlugs): Collecti
           },
         ],
       },
+      {
+        type: 'row',
+        fields: [
+          {
+            name: 'city',
+            type: 'text',
+            label: 'Ville',
+            admin: { width: '50%' },
+          },
+          {
+            name: 'country',
+            type: 'text',
+            label: 'Pays',
+            admin: { width: '50%' },
+          },
+        ],
+      },
+      {
+        name: 'additionalContacts',
+        type: 'array',
+        label: 'Contacts additionnels',
+        labels: {
+          singular: 'Contact',
+          plural: 'Contacts',
+        },
+        fields: [
+          {
+            type: 'row',
+            fields: [
+              {
+                name: 'email',
+                type: 'email',
+                required: true,
+                label: 'Email',
+                admin: { width: '50%' },
+              },
+              {
+                name: 'name',
+                type: 'text',
+                label: 'Nom',
+                admin: { width: '50%' },
+              },
+            ],
+          },
+        ],
+      },
+      {
+        name: 'opportunities',
+        type: 'textarea',
+        label: 'Opportunites commerciales',
+        admin: {
+          description: 'Notes commerciales (visible uniquement par les admins)',
+        },
+      },
+      {
+        name: 'tier',
+        type: 'select',
+        label: 'Plan',
+        options: [
+          { label: 'Free', value: 'free' },
+          { label: 'Basic', value: 'basic' },
+          { label: 'Pro', value: 'pro' },
+          { label: 'Enterprise', value: 'enterprise' },
+        ],
+        admin: { position: 'sidebar' },
+      },
+      {
+        name: 'accountManager',
+        type: 'relationship',
+        relationTo: slugs.users,
+        label: 'Agent referent',
+        admin: { position: 'sidebar' },
+      },
       {
         name: 'twoFactorEnabled',
         type: 'checkbox',
@@ -174,6 +247,48 @@ export function createSupportClientsCollection(slugs: CollectionSlugs): Collecti
           position: 'sidebar',
         },
       },
+      {
+        name: 'notifyReminders',
+        type: 'checkbox',
+        defaultValue: true,
+        label: 'Notifications rappels',
+        admin: {
+          description: 'Recevoir un email pour les rappels',
+          position: 'sidebar',
+        },
+      },
+      {
+        name: 'notifyResolution',
+        type: 'checkbox',
+        defaultValue: true,
+        label: 'Notifications resolution',
+        admin: {
+          description: 'Recevoir un email a la resolution d\'un ticket',
+          position: 'sidebar',
+        },
+      },
+      {
+        name: 'notifyNews',
+        type: 'checkbox',
+        defaultValue: false,
+        label: 'Notifications actualites',
+        admin: {
+          description: 'Recevoir les actualites et nouveautes',
+          position: 'sidebar',
+        },
+      },
+      {
+        name: 'notificationFrequency',
+        type: 'select',
+        defaultValue: 'immediate',
+        label: 'Frequence des notifications',
+        options: [
+          { label: 'Immediate', value: 'immediate' },
+          { label: 'Quotidienne', value: 'daily' },
+          { label: 'Hebdomadaire', value: 'weekly' },
+        ],
+        admin: { position: 'sidebar' },
+      },
       {
         name: 'notes',
         type: 'textarea',

package/src/collections/TicketMessages.ts

@@ -67,14 +67,25 @@ function createNotifyClient(slugs: CollectionSlugs): CollectionAfterChangeHook {
       const supportEmail = settings.email.replyToAddress || process.env.SUPPORT_EMAIL || ''
       const portalUrl = `${baseUrl}/support/tickets/${ticketId}`
 
+      // Internal archive copy — this email goes TO the client, so any internal
+      // address MUST be bcc (never cc): the client must not see internal
+      // addresses, and an exposed internal cc/bcc reply chain leaks routing.
+      // Use a dedicated archive mailbox via env, NOT support@/noreply@ — those
+      // are filtered by the inbound-email anti-loop guard and would re-create a
+      // ticket from the copy.
+      const internalBcc = process.env.SUPPORT_CLIENT_BCC || undefined
+
       // Use rich HTML content if available, otherwise plain text preview
       const rawContent = doc.bodyHtml
         ? emailRichContent(doc.bodyHtml)
         : emailQuote(doc.body?.length > 500 ? doc.body.slice(0, 500) + '...' : doc.body)
 
+      const replyPreview = (doc.body || '').replace(/\s+/g, ' ').trim().slice(0, 90)
+
       await req.payload.sendEmail({
         to: client.email,
         ...(supportEmail ? { replyTo: supportEmail } : {}),
+        ...(internalBcc ? { bcc: internalBcc } : {}),
         subject: `Re: [${ticketNumber}] ${subject}`,
         html: emailWrapper(`Nouvelle reponse — ${ticketNumber}`, [
           emailParagraph(`Bonjour <strong>${escapeHtml(client.firstName || '')}</strong>,`),
@@ -83,7 +94,10 @@ function createNotifyClient(slugs: CollectionSlugs): CollectionAfterChangeHook {
           emailButton('Consulter le ticket', portalUrl),
           emailParagraph('<span style="font-size: 13px; color: #6b7280;">Vous pouvez egalement repondre directement a cet email. Votre message sera automatiquement ajoute au ticket.</span>'),
           emailTrackingPixel(ticketId, doc.id),
-        ].join('')),
+        ].join(''), {
+          kind: 'reply',
+          preheader: replyPreview ? `${replyPreview}…` : `Nouvelle reponse a votre ticket ${ticketNumber}`,
+        }),
       })
 
       await req.payload.update({
@@ -216,6 +230,10 @@ function createNotifyAdminOnClientMessage(slugs: CollectionSlugs, notificationSl
 
       if (primaryEmail) {
         await payload.sendEmail({
+          // INTERNAL email (to the support team) — recipients are the contact
+          // inbox + assigned agent. The cc here is internal→internal and stays
+          // a cc on purpose. Do NOT confuse with the client reply email
+          // (createNotifyClient), where internal copies must be bcc.
           to: primaryEmail,
           ...(ccEmail ? { cc: ccEmail } : {}),
           ...(clientEmail !== 'inconnu' ? { replyTo: clientEmail } : (supportEmail ? { replyTo: supportEmail } : {})),
@@ -223,9 +241,9 @@ function createNotifyAdminOnClientMessage(slugs: CollectionSlugs, notificationSl
           html: emailWrapper(headerTitle, [
             emailParagraph(`<strong>${escapeHtml(clientName)}</strong> (${escapeHtml(clientEmail)}) a ${isNewTicket ? 'ouvert un nouveau ticket' : 'repondu au ticket'} <strong>${escapeHtml(ticketNumber)}</strong> :`),
             `<p style="margin: 0 0 4px 0; font-size: 14px; font-weight: 600; color: #374151;">Sujet : ${escapeHtml(subject)}</p>`,
-            emailQuote(preview, isNewTicket ? '#FFD600' : '#00E5FF'),
+            emailQuote(preview, isNewTicket ? '#1d2b4d' : '#17807c'),
             emailButton('Ouvrir dans l\'admin', adminUrl, 'dark'),
-          ].join(''), { headerColor: isNewTicket ? 'secondary' : 'primary' }),
+          ].join(''), { kind: 'system' }),
         })
       }
 

package/src/collections/Tickets.ts

@@ -7,7 +7,7 @@ import type {
   Where,
 } from 'payload'
 import type { CollectionSlugs } from '../utils/slugs'
-import { escapeHtml } from '../utils/emailTemplate'
+import { escapeHtml, emailWrapper, emailParagraph, emailButton } from '../utils/emailTemplate'
 import { fireWebhooks } from '../utils/fireWebhooks'
 import { createAdminNotification } from '../utils/adminNotification'
 import { dispatchWebhook } from '../utils/webhookDispatcher'
@@ -277,16 +277,35 @@ function createNotifyClientOnResolve(slugs: CollectionSlugs): CollectionAfterCha
         depth: 0,
         overrideAccess: true,
       }) : null)
-      if (!clientData?.email || clientData.notifyOnStatusChange === false) return doc
+      // Respect client notification preferences: the dedicated `notifyResolution`
+      // toggle, and the legacy global `notifyOnStatusChange`. Strict `=== false`
+      // so clients not yet migrated (undefined) keep the default-on behaviour.
+      if (!clientData?.email) return doc
+      if (clientData.notifyResolution === false || clientData.notifyOnStatusChange === false) return doc
+
+      // TODO digest/batching: if clientData.notificationFrequency !== 'immediate',
+      // this resolution should be queued and folded into a daily/weekly digest
+      // instead of sending now. Out of scope here — sent immediately for all.
+
       const settings = await readSupportSettings(req.payload)
       const ticketNumber = doc.ticketNumber || 'TK-????'
+      const subject = doc.subject || 'Support'
       const baseUrl = process.env.NEXT_PUBLIC_SERVER_URL || ''
       const replyTo = settings.email.replyToAddress || process.env.SUPPORT_EMAIL || ''
+      const ticketUrl = `${baseUrl}/support/tickets/${doc.id}`
       await req.payload.sendEmail({
         to: clientData.email,
         ...(replyTo ? { replyTo } : {}),
         subject: `[${ticketNumber}] Ticket resolu`,
-        html: `<p>Bonjour ${escapeHtml(clientData.firstName || '')},</p><p>Votre ticket <strong>${escapeHtml(ticketNumber)}</strong> a ete resolu.</p><p><a href="${baseUrl}/support/tickets/${doc.id}">Consulter le ticket</a></p>`,
+        html: emailWrapper(`Votre ticket a ete resolu`, [
+          emailParagraph(`Bonjour <strong>${escapeHtml(clientData.firstName || '')}</strong>,`),
+          emailParagraph(`Votre ticket <strong>${escapeHtml(ticketNumber)}</strong> — <em>${escapeHtml(String(subject))}</em> — a ete resolu.`),
+          emailParagraph('Si le probleme persiste ou si vous avez une question, repondez simplement a cet email pour rouvrir le ticket.'),
+          emailButton('Consulter le ticket', ticketUrl),
+        ].join(''), {
+          kind: 'system',
+          preheader: `Votre ticket ${ticketNumber} a ete resolu.`,
+        }),
       })
     } catch (err) {
       console.error('[support] Failed to notify client on resolve:', err)

package/src/collections/TimeEntries.ts

@@ -90,6 +90,18 @@ export function createTimeEntriesCollection(slugs: CollectionSlugs): CollectionC
         type: 'textarea',
         label: 'Description du travail',
       },
+      {
+        name: 'billable',
+        type: 'checkbox',
+        defaultValue: true,
+        label: 'Facturable',
+      },
+      {
+        name: 'agent',
+        type: 'relationship',
+        relationTo: slugs.users,
+        label: 'Agent',
+      },
     ],
     hooks: {
       afterChange: [createRecalculateTicketTime(slugs)],

package/src/hooks/ticketStatusEmail.ts

@@ -9,9 +9,22 @@ import { readSupportSettings } from '../utils/readSettings'
 const STATUS_LABELS: Record<string, string> = {
   open: 'Ouvert',
   waiting_client: 'En attente client',
+  waiting_support: 'En attente support',
   resolved: 'Resolu',
+  closed: 'Ferme',
+  escalated: 'Escalade',
 }
 
+/**
+ * Status transitions for which we DON'T email the client.
+ *  - waiting_client / waiting_support: these are the automatic ping-pong
+ *    toggles. When the agent replies the ticket flips to waiting_client — but
+ *    the reply email already covers it. When the client replies it flips back
+ *    to waiting_support — emailing the client about their own action is noise.
+ *  - resolved: handled separately by notifyClientOnResolve (Tickets.ts).
+ */
+const SILENT_STATUSES = new Set(['waiting_client', 'waiting_support', 'resolved'])
+
 /**
  * Resolve the client's email and first name from the ticket's `client` relationship.
  * Returns null if the client cannot be resolved or has no email.
@@ -90,21 +103,24 @@ export function createTicketStatusEmail(slugs: CollectionSlugs): CollectionAfter
             emailParagraph(`Nous avons bien recu votre demande de support. Voici les details :`),
             `<table cellpadding="0" cellspacing="0" border="0" width="100%" style="margin-bottom: 20px;">
               <tr>
-                <td style="padding: 8px 0; font-size: 12px; font-weight: 700; color: #333333; width: 150px; vertical-align: top; text-transform: uppercase; letter-spacing: 0.03em;">N&deg; Ticket</td>
-                <td style="padding: 8px 0; font-size: 15px; color: #1f2937; line-height: 1.5;"><strong>${escapeHtml(String(ticketNumber))}</strong></td>
+                <td style="padding: 8px 0; font-size: 11px; font-weight: 700; color: #6b7280; width: 150px; vertical-align: top; text-transform: uppercase; letter-spacing: 0.04em;">N&deg; Ticket</td>
+                <td style="padding: 8px 0; font-size: 15px; color: #2a3142; line-height: 1.5;"><strong>${escapeHtml(String(ticketNumber))}</strong></td>
               </tr>
               <tr>
-                <td style="padding: 8px 0; font-size: 12px; font-weight: 700; color: #333333; width: 150px; vertical-align: top; text-transform: uppercase; letter-spacing: 0.03em;">Sujet</td>
-                <td style="padding: 8px 0; font-size: 15px; color: #1f2937; line-height: 1.5;">${escapeHtml(String(subject))}</td>
+                <td style="padding: 8px 0; font-size: 11px; font-weight: 700; color: #6b7280; width: 150px; vertical-align: top; text-transform: uppercase; letter-spacing: 0.04em;">Sujet</td>
+                <td style="padding: 8px 0; font-size: 15px; color: #2a3142; line-height: 1.5;">${escapeHtml(String(subject))}</td>
               </tr>
               <tr>
-                <td style="padding: 8px 0; font-size: 12px; font-weight: 700; color: #333333; width: 150px; vertical-align: top; text-transform: uppercase; letter-spacing: 0.03em;">Statut</td>
-                <td style="padding: 8px 0; font-size: 15px; color: #1f2937; line-height: 1.5;">${STATUS_LABELS[doc.status] || doc.status}</td>
+                <td style="padding: 8px 0; font-size: 11px; font-weight: 700; color: #6b7280; width: 150px; vertical-align: top; text-transform: uppercase; letter-spacing: 0.04em;">Statut</td>
+                <td style="padding: 8px 0; font-size: 15px; color: #2a3142; line-height: 1.5;">${escapeHtml(STATUS_LABELS[doc.status] || String(doc.status))}</td>
               </tr>
             </table>`,
             emailParagraph('Notre equipe vous repondra dans les meilleurs delais.'),
             emailButton('Consulter le ticket', ticketUrl),
-          ].join('')),
+          ].join(''), {
+            kind: 'system',
+            preheader: `Votre demande ${ticketNumber} est bien enregistree. Nous revenons vers vous rapidement.`,
+          }),
         })
 
         payload.logger.info(`[tickets] Creation notification sent to ${client.email} for ${ticketNumber}`)
@@ -117,8 +133,9 @@ export function createTicketStatusEmail(slugs: CollectionSlugs): CollectionAfter
 
     // --- Status change on update ---
     if (operation === 'update' && previousDoc?.status !== doc.status) {
-      // Skip resolved — handled by notifyClientOnResolve hook
-      if (doc.status === 'resolved') return doc
+      // Skip the noisy/automatic transitions (ping-pong toggles + resolved).
+      // Only meaningful transitions (e.g. open, closed, escalated) reach the client.
+      if (SILENT_STATUSES.has(doc.status)) return doc
 
       try {
         const client = await resolveClient(doc, payload, slugs.supportClients)
@@ -133,14 +150,6 @@ export function createTicketStatusEmail(slugs: CollectionSlugs): CollectionAfter
         const previousStatusLabel = STATUS_LABELS[previousDoc?.status] || previousDoc?.status || 'N/A'
         const ticketUrl = `${baseUrl}/support/tickets/${doc.id}`
 
-        // Contextual message based on new status
-        let contextMessage = ''
-        if (doc.status === 'waiting_client') {
-          contextMessage = emailParagraph(
-            'Nous avons besoin d\'informations supplementaires de votre part pour continuer le traitement de votre demande. Merci de consulter le ticket et de nous repondre.',
-          )
-        }
-
         await payload.sendEmail({
           to: client.email,
           ...(supportEmail ? { replyTo: supportEmail } : {}),
@@ -150,25 +159,27 @@ export function createTicketStatusEmail(slugs: CollectionSlugs): CollectionAfter
             emailParagraph(`Le statut de votre ticket a ete mis a jour :`),
             `<table cellpadding="0" cellspacing="0" border="0" width="100%" style="margin-bottom: 20px;">
               <tr>
-                <td style="padding: 8px 0; font-size: 12px; font-weight: 700; color: #333333; width: 150px; vertical-align: top; text-transform: uppercase; letter-spacing: 0.03em;">N&deg; Ticket</td>
-                <td style="padding: 8px 0; font-size: 15px; color: #1f2937; line-height: 1.5;"><strong>${escapeHtml(String(ticketNumber))}</strong></td>
+                <td style="padding: 8px 0; font-size: 11px; font-weight: 700; color: #6b7280; width: 150px; vertical-align: top; text-transform: uppercase; letter-spacing: 0.04em;">N&deg; Ticket</td>
+                <td style="padding: 8px 0; font-size: 15px; color: #2a3142; line-height: 1.5;"><strong>${escapeHtml(String(ticketNumber))}</strong></td>
               </tr>
               <tr>
-                <td style="padding: 8px 0; font-size: 12px; font-weight: 700; color: #333333; width: 150px; vertical-align: top; text-transform: uppercase; letter-spacing: 0.03em;">Sujet</td>
-                <td style="padding: 8px 0; font-size: 15px; color: #1f2937; line-height: 1.5;">${escapeHtml(String(subject))}</td>
+                <td style="padding: 8px 0; font-size: 11px; font-weight: 700; color: #6b7280; width: 150px; vertical-align: top; text-transform: uppercase; letter-spacing: 0.04em;">Sujet</td>
+                <td style="padding: 8px 0; font-size: 15px; color: #2a3142; line-height: 1.5;">${escapeHtml(String(subject))}</td>
               </tr>
               <tr>
-                <td style="padding: 8px 0; font-size: 12px; font-weight: 700; color: #333333; width: 150px; vertical-align: top; text-transform: uppercase; letter-spacing: 0.03em;">Ancien statut</td>
-                <td style="padding: 8px 0; font-size: 15px; color: #1f2937; line-height: 1.5;">${escapeHtml(String(previousStatusLabel))}</td>
+                <td style="padding: 8px 0; font-size: 11px; font-weight: 700; color: #6b7280; width: 150px; vertical-align: top; text-transform: uppercase; letter-spacing: 0.04em;">Ancien statut</td>
+                <td style="padding: 8px 0; font-size: 15px; color: #2a3142; line-height: 1.5;">${escapeHtml(String(previousStatusLabel))}</td>
               </tr>
               <tr>
-                <td style="padding: 8px 0; font-size: 12px; font-weight: 700; color: #333333; width: 150px; vertical-align: top; text-transform: uppercase; letter-spacing: 0.03em;">Nouveau statut</td>
-                <td style="padding: 8px 0; font-size: 15px; color: #1f2937; line-height: 1.5;"><strong>${escapeHtml(String(statusLabel))}</strong></td>
+                <td style="padding: 8px 0; font-size: 11px; font-weight: 700; color: #6b7280; width: 150px; vertical-align: top; text-transform: uppercase; letter-spacing: 0.04em;">Nouveau statut</td>
+                <td style="padding: 8px 0; font-size: 15px; color: #2a3142; line-height: 1.5;"><strong>${escapeHtml(String(statusLabel))}</strong></td>
               </tr>
             </table>`,
-            contextMessage,
             emailButton('Consulter le ticket', ticketUrl),
-          ].join('')),
+          ].join(''), {
+            kind: 'system',
+            preheader: `Ticket ${ticketNumber} — nouveau statut : ${statusLabel}`,
+          }),
         })
 
         payload.logger.info(`[tickets] Status change notification sent to ${client.email} for ${ticketNumber} (${previousDoc?.status} -> ${doc.status})`)