@consilioweb/payload-support 0.15.0 → 1.0.0

package/src/collections/TicketMessages.ts

@@ -6,6 +6,10 @@ import { createAdminNotification } from '../utils/adminNotification'
 import { dispatchWebhook } from '../utils/webhookDispatcher'
 import { readSupportSettings } from '../utils/readSettings'
 import { createCheckSlaOnReply } from '../hooks/checkSLA'
+import { resolveAccessibleTicketIds } from '../utils/ticketAccess'
+import { sanitizeMessageHtml } from '../utils/sanitizeHtml'
+import { queueClientNotification } from '../utils/notificationQueue'
+import { dbFind, dbCreate, dbFindByID } from '../utils/db'
 
 function createAssignAuthor(slugs: CollectionSlugs): CollectionBeforeChangeHook {
   return async ({ data, operation, req }) => {
@@ -30,8 +34,16 @@ function createAutoUpdateStatus(slugs: CollectionSlugs): CollectionAfterChangeHo
       if (!doc.isInternal) {
         if (doc.authorType === 'admin') {
           updateData.status = 'waiting_client'
+          // A fresh public reply starts a new waiting window: drop any pending
+          // auto-close arming (manual deadline + day-based reminder anchor) so
+          // reminders re-arm cleanly from here.
+          updateData.autoCloseScheduledAt = null
+          updateData.autoCloseRemindedAt = null
         } else if (doc.authorType === 'client' || doc.authorType === 'email') {
           updateData.lastClientMessageAt = new Date().toISOString()
+          // The client answered — cancel any pending automatic closure.
+          updateData.autoCloseScheduledAt = null
+          updateData.autoCloseRemindedAt = null
           if (ticket.status && ['waiting_client', 'resolved'].includes(ticket.status as string)) {
             updateData.status = 'open'
           }
@@ -82,30 +94,51 @@ function createNotifyClient(slugs: CollectionSlugs): CollectionAfterChangeHook {
 
       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>,`),
-          emailParagraph(`Notre equipe a apporte une reponse a votre ticket <strong>${escapeHtml(ticketNumber)}</strong> — <em>${escapeHtml(subject)}</em>.`),
-          rawContent,
-          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(''), {
-          kind: 'reply',
-          preheader: replyPreview ? `${replyPreview}…` : `Nouvelle reponse a votre ticket ${ticketNumber}`,
-        }),
-      })
+      // Digest: clients on daily/weekly frequency are queued, not emailed now.
+      const freq = (client as { notificationFrequency?: string }).notificationFrequency
+      if (freq === 'daily' || freq === 'weekly') {
+        await queueClientNotification(req.payload, slugs, {
+          client: (client as { id: number | string }).id,
+          type: 'reply',
+          title: `Nouvelle reponse — ${ticketNumber}`,
+          message: replyPreview || `Reponse a votre ticket ${ticketNumber}`,
+          ticket: ticketId,
+        })
+        return doc
+      }
 
-      await req.payload.update({
-        collection: slugs.ticketMessages,
-        id: doc.id,
-        data: { emailSentAt: new Date().toISOString(), emailSentTo: client.email },
-        overrideAccess: true,
-      })
+      // Fire-and-forget: don't block the reply mutation on the SMTP round-trip
+      // (200-500ms). The email + its emailSentAt bookkeeping run detached.
+      void (async () => {
+        try {
+          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>,`),
+              emailParagraph(`Notre equipe a apporte une reponse a votre ticket <strong>${escapeHtml(ticketNumber)}</strong> — <em>${escapeHtml(subject)}</em>.`),
+              rawContent,
+              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(''), {
+              kind: 'reply',
+              preheader: replyPreview ? `${replyPreview}…` : `Nouvelle reponse a votre ticket ${ticketNumber}`,
+            }),
+          })
+
+          await req.payload.update({
+            collection: slugs.ticketMessages,
+            id: doc.id,
+            data: { emailSentAt: new Date().toISOString(), emailSentTo: client.email },
+            overrideAccess: true,
+          })
+        } catch (err) {
+          console.error('[support] Failed to notify client (async):', err)
+        }
+      })()
     } catch (err) {
       console.error('[support] Failed to notify client:', err)
     }
@@ -153,8 +186,7 @@ function createSyncTicketReplyToChat(slugs: CollectionSlugs): CollectionAfterCha
       const clientId = typeof ticket.client === 'object' ? (ticket.client as { id: number | string }).id : ticket.client
 
       // Create a chat message so the client sees it in the widget
-      await payload.create({
-        collection: slugs.chatMessages as any,
+      await dbCreate(payload, slugs.chatMessages, {
         data: {
           session: ticket.chatSession,
           client: clientId,
@@ -294,6 +326,72 @@ function createDispatchWebhookOnReply(slugs: CollectionSlugs): CollectionAfterCh
   }
 }
 
+/**
+ * Sanitize submitted rich HTML before persistence. `bodyHtml` is rendered via
+ * dangerouslySetInnerHTML in the admin & portal, so unsanitized HTML is a
+ * stored-XSS vector (→ admin session theft → cross-client access). Runs for
+ * every writer (client AND admin) — neither needs to store scripts.
+ */
+function createSanitizeMessageHtml(): CollectionBeforeChangeHook {
+  return ({ data }) => {
+    if (data && typeof data.bodyHtml === 'string' && data.bodyHtml) {
+      data.bodyHtml = sanitizeMessageHtml(data.bodyHtml)
+    }
+    return data
+  }
+}
+
+// Matches `@someone@example.com` mentions inside a message body.
+const MENTION_RE = /@([^\s@]+@[^\s@]+\.[^\s@]+)/g
+
+/**
+ * Resolve `@email` mentions in the message body to agent (users) IDs, stored on
+ * the `mentions` field so the UI can highlight them and we can notify them.
+ */
+function createResolveMentions(slugs: CollectionSlugs): CollectionBeforeChangeHook {
+  return async ({ data, operation, req }) => {
+    if (operation !== 'create') return data
+    const body = typeof data?.body === 'string' ? data.body : ''
+    const emails = Array.from(new Set([...body.matchAll(MENTION_RE)].map((m) => m[1].toLowerCase())))
+    if (emails.length === 0) return data
+    try {
+      const users = await dbFind(req.payload, slugs.users, { where: { email: { in: emails } }, limit: 50, depth: 0, overrideAccess: true })
+      const ids = users.docs.map((u) => (u as { id: number | string }).id)
+      if (ids.length > 0) data.mentions = ids
+    } catch { /* users lookup is best-effort */ }
+    return data
+  }
+}
+
+/** Email the agents mentioned in a freshly-created message. */
+function createNotifyMentions(slugs: CollectionSlugs): CollectionAfterChangeHook {
+  return async ({ doc, operation, req }) => {
+    if (operation !== 'create') return doc
+    const mentions: Array<number | string | { id: number | string }> = Array.isArray(doc.mentions) ? doc.mentions : []
+    if (mentions.length === 0) return doc
+    const ticketId = typeof doc.ticket === 'object' ? doc.ticket.id : doc.ticket
+    const baseUrl = process.env.NEXT_PUBLIC_SERVER_URL || ''
+    for (const m of mentions) {
+      const userId = typeof m === 'object' ? m.id : m
+      try {
+        const user = await dbFindByID(req.payload, slugs.users, { id: userId, depth: 0, overrideAccess: true })
+        if (!user?.email) continue
+        await req.payload.sendEmail({
+          to: user.email,
+          subject: `Vous avez ete mentionne — ticket #${ticketId}`,
+          html: emailWrapper('Mention', [
+            emailParagraph(`Vous avez ete mentionne dans un message du ticket <strong>#${escapeHtml(String(ticketId))}</strong>.`),
+            ...(baseUrl ? [emailButton('Ouvrir le ticket', `${baseUrl}/admin/collections/${slugs.tickets}/${ticketId}`, 'dark')] : []),
+          ].join(''), { kind: 'system' }),
+        })
+      } catch (err) {
+        console.error('[support] Failed to notify mention:', err)
+      }
+    }
+    return doc
+  }
+}
+
 export function createTicketMessagesCollection(slugs: CollectionSlugs, options?: {
   notificationSlug?: string
 }): CollectionConfig {
@@ -304,14 +402,14 @@ export function createTicketMessagesCollection(slugs: CollectionSlugs, options?:
     labels: { singular: 'Message', plural: 'Messages' },
     admin: { hidden: true, group: 'Support', defaultColumns: ['ticket', 'authorType', 'createdAt'] },
     fields: [
-      { name: 'ticket', type: 'relationship', relationTo: slugs.tickets, required: true, label: 'Ticket' },
+      { name: 'ticket', type: 'relationship', relationTo: slugs.tickets, required: true, index: true, label: 'Ticket' },
       { name: 'body', type: 'textarea', required: true, label: 'Message' },
       { name: 'bodyHtml', type: 'textarea', label: 'Message HTML', admin: { hidden: true } },
       {
         type: 'row',
         fields: [
           {
-            name: 'authorType', type: 'select', label: 'Type d\'auteur', defaultValue: 'admin',
+            name: 'authorType', type: 'select', index: true, label: 'Type d\'auteur', defaultValue: 'admin',
             options: [
               { label: 'Client', value: 'client' },
               { label: 'Support', value: 'admin' },
@@ -340,8 +438,9 @@ export function createTicketMessagesCollection(slugs: CollectionSlugs, options?:
       },
       { 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: 'mentions', type: 'relationship', relationTo: slugs.users, hasMany: true, label: 'Agents mentionnes', admin: { hidden: true } },
       { name: 'skipNotification', type: 'checkbox', defaultValue: false, label: 'Sans notification', admin: { position: 'sidebar', condition: (data) => data?.skipNotification === true } },
-      { name: 'scheduledAt', type: 'date', label: 'Programme pour', admin: { date: { pickerAppearance: 'dayAndTime' }, position: 'sidebar', condition: (data) => !!data?.scheduledAt } },
+      { name: 'scheduledAt', type: 'date', index: true, label: 'Programme pour', admin: { date: { pickerAppearance: 'dayAndTime' }, position: 'sidebar', condition: (data) => !!data?.scheduledAt } },
       { name: 'scheduledSent', type: 'checkbox', defaultValue: false, admin: { hidden: true } },
       { name: 'editedAt', type: 'date', label: 'Modifie le', admin: { hidden: true } },
       { name: 'deletedAt', type: 'date', label: 'Supprime le', admin: { hidden: true } },
@@ -350,7 +449,7 @@ export function createTicketMessagesCollection(slugs: CollectionSlugs, options?:
       { name: 'emailOpenedAt', type: 'date', label: 'Email ouvert le', admin: { hidden: true } },
     ],
     hooks: {
-      beforeChange: [createAssignAuthor(slugs)],
+      beforeChange: [createSanitizeMessageHtml(), createResolveMentions(slugs), createAssignAuthor(slugs)],
       afterChange: [
         createAutoUpdateStatus(slugs),
         createNotifyClient(slugs),
@@ -360,16 +459,23 @@ export function createTicketMessagesCollection(slugs: CollectionSlugs, options?:
         createNotifyAdminOnClientMessage(slugs, notificationSlug),
         createFireMessageWebhooks(slugs),
         createDispatchWebhookOnReply(slugs),
+        createNotifyMentions(slugs),
       ],
     },
     access: {
       create: ({ req }) => req.user?.collection === slugs.users || req.user?.collection === slugs.supportClients,
-      read: ({ req }) => {
+      read: async ({ req }) => {
         if (req.user?.collection === slugs.users) return true
         if (req.user?.collection === slugs.supportClients) {
+          // Constrain to tickets the client owns or collaborates on, then filter
+          // messages by `ticket IN (...)`. We do NOT use a nested relationship
+          // filter ('ticket.client') as the security boundary — its behaviour
+          // through the SQLite adapter is not guaranteed. Empty set → sentinel
+          // id so the IN matches nothing (fail closed).
+          const ids = await resolveAccessibleTicketIds(req.payload, slugs, req.user.id)
           return {
             and: [
-              { 'ticket.client': { equals: req.user.id } } as Where,
+              { ticket: { in: ids.length > 0 ? ids : [-1] } } as Where,
               { isInternal: { equals: false } } as Where,
               { or: [{ scheduledAt: { exists: false } } as Where, { scheduledSent: { equals: true } } as Where] } as Where,
             ],

package/src/collections/Tickets.ts

@@ -13,8 +13,11 @@ import { createAdminNotification } from '../utils/adminNotification'
 import { dispatchWebhook } from '../utils/webhookDispatcher'
 import { readSupportSettings } from '../utils/readSettings'
 import { createTicketStatusEmail } from '../hooks/ticketStatusEmail'
-import { createAssignSlaDeadlines, createCheckSlaOnResolve } from '../hooks/checkSLA'
+import { createAssignSlaDeadlines, createCheckSlaOnResolve, createPauseSlaOnHold } from '../hooks/checkSLA'
+import { createApplyAutomationRules } from '../hooks/automationRules'
+import { isTeamScopingEnabled, resolveAgentTeamIds } from '../utils/teamAccess'
 import { generateTicketSynthesis } from '../utils/generateTicketSynthesis'
+import { dbFind, dbCreate, dbDelete } from '../utils/db'
 
 // ─── Hooks ───────────────────────────────────────────────
 
@@ -314,64 +317,6 @@ function createNotifyClientOnResolve(slugs: CollectionSlugs): CollectionAfterCha
   }
 }
 
-function createAutoCalculateSLA(slugs: CollectionSlugs): CollectionAfterChangeHook {
-  return async ({ doc, operation, req }) => {
-    if (operation !== 'create') return doc
-    try {
-      const { payload } = req
-      const ticketPriority = doc.priority || 'normal'
-
-      // Try to find a SLA policy matching the ticket's priority first
-      let policy: any = null
-      const byPriority = await payload.find({
-        collection: slugs.slaPolicies as any,
-        where: { priority: { equals: ticketPriority } },
-        limit: 1,
-        depth: 0,
-        overrideAccess: true,
-      })
-      if (byPriority.docs.length > 0) {
-        policy = byPriority.docs[0]
-      } else {
-        // Fall back to the default policy
-        const defaults = await payload.find({
-          collection: slugs.slaPolicies as any,
-          where: { isDefault: { equals: true } },
-          limit: 1,
-          depth: 0,
-          overrideAccess: true,
-        })
-        if (defaults.docs.length > 0) {
-          policy = defaults.docs[0]
-        }
-      }
-
-      if (!policy) return doc
-
-      // SLA fields are in minutes (firstResponseTime, resolutionTime)
-      const now = new Date()
-      const firstResponseMinutes = policy.firstResponseTime || 240 // default 4h
-      const resolutionMinutes = policy.resolutionTime || 1440 // default 24h
-      const firstResponseDue = new Date(now.getTime() + firstResponseMinutes * 60000)
-      const resolutionDue = new Date(now.getTime() + resolutionMinutes * 60000)
-
-      await payload.update({
-        collection: slugs.tickets as any,
-        id: doc.id,
-        data: {
-          slaPolicy: policy.id,
-          slaFirstResponseDue: firstResponseDue.toISOString(),
-          slaResolutionDue: resolutionDue.toISOString(),
-        },
-        overrideAccess: true,
-      })
-    } catch (err) {
-      console.error('[support] Failed to auto-calculate SLA:', err)
-    }
-    return doc
-  }
-}
-
 function createFireTicketWebhooks(slugs: CollectionSlugs): CollectionAfterChangeHook {
   return async ({ doc, previousDoc, operation, req }) => {
     const { payload } = req
@@ -478,8 +423,7 @@ function createCascadeDelete(slugs: CollectionSlugs): CollectionBeforeDeleteHook
   return async ({ id, req }) => {
     const collections = [slugs.ticketMessages, slugs.ticketActivityLog, slugs.timeEntries, slugs.satisfactionSurveys]
     for (const slug of collections) {
-      await req.payload.delete({
-        collection: slug as any,
+      await dbDelete(req.payload, slug, {
         where: { ticket: { equals: id } },
         overrideAccess: true,
       })
@@ -619,7 +563,7 @@ export function createTicketsCollection(slugs: CollectionSlugs, options?: {
         type: 'row',
         fields: [
           {
-            name: 'status', type: 'select', defaultValue: 'open', label: 'Statut',
+            name: 'status', type: 'select', index: true, defaultValue: 'open', label: 'Statut',
             options: [
               { label: 'Ouvert', value: 'open' },
               { label: 'En attente client', value: 'waiting_client' },
@@ -630,7 +574,7 @@ export function createTicketsCollection(slugs: CollectionSlugs, options?: {
             admin: { width: '50%' },
           },
           {
-            name: 'priority', type: 'select', defaultValue: 'normal', label: 'Priorite',
+            name: 'priority', type: 'select', index: true, defaultValue: 'normal', label: 'Priorite',
             options: [
               { label: 'Basse', value: 'low' },
               { label: 'Normale', value: 'normal' },
@@ -644,7 +588,7 @@ export function createTicketsCollection(slugs: CollectionSlugs, options?: {
       {
         type: 'row',
         fields: [
-          { name: 'client', type: 'relationship', relationTo: slugs.supportClients, required: true, label: 'Client', admin: { width: '50%' } },
+          { name: 'client', type: 'relationship', relationTo: slugs.supportClients, required: true, index: true, label: 'Client', admin: { width: '50%' } },
         ],
       },
       // Billing collapsible
@@ -710,8 +654,8 @@ export function createTicketsCollection(slugs: CollectionSlugs, options?: {
           {
             type: 'row',
             fields: [
-              { name: 'slaFirstResponseDue', type: 'date', label: 'Echeance 1ere reponse (SLA)', admin: { readOnly: true, width: '50%', date: { displayFormat: 'dd/MM/yyyy HH:mm' } } },
-              { name: 'slaResolutionDue', type: 'date', label: 'Echeance resolution (SLA)', admin: { readOnly: true, width: '50%', date: { displayFormat: 'dd/MM/yyyy HH:mm' } } },
+              { name: 'slaFirstResponseDue', type: 'date', index: true, label: 'Echeance 1ere reponse (SLA)', admin: { readOnly: true, width: '50%', date: { displayFormat: 'dd/MM/yyyy HH:mm' } } },
+              { name: 'slaResolutionDue', type: 'date', index: true, label: 'Echeance resolution (SLA)', admin: { readOnly: true, width: '50%', date: { displayFormat: 'dd/MM/yyyy HH:mm' } } },
             ],
           },
           {
@@ -719,6 +663,7 @@ export function createTicketsCollection(slugs: CollectionSlugs, options?: {
             fields: [
               { name: 'slaFirstResponseBreached', type: 'checkbox', label: '1ere reponse depassee', admin: { readOnly: true, width: '50%' } },
               { name: 'slaResolutionBreached', type: 'checkbox', label: 'Resolution depassee', admin: { readOnly: true, width: '50%' } },
+              { name: 'slaPausedAt', type: 'date', label: 'SLA en pause depuis', admin: { hidden: true } },
             ],
           },
         ],
@@ -739,13 +684,14 @@ export function createTicketsCollection(slugs: CollectionSlugs, options?: {
           },
           { name: 'mergedInto', type: 'relationship', relationTo: slugs.tickets, label: 'Fusionne dans', admin: { readOnly: true } },
           { name: 'autoCloseRemindedAt', type: 'date', label: 'Rappel auto-close envoye', admin: { readOnly: true, date: { displayFormat: 'dd/MM/yyyy HH:mm' } } },
+          { name: 'autoCloseScheduledAt', type: 'date', index: true, label: 'Fermeture auto programmee', admin: { readOnly: true, date: { displayFormat: 'dd/MM/yyyy HH:mm' }, description: 'Echeance ferme posee par une relance manuelle. Le ticket se ferme apres cette date sans reponse client.' } },
         ],
       },
       // Sidebar
       { name: 'ticketNumber', type: 'text', unique: true, label: 'N° Ticket', admin: { position: 'sidebar' } },
       { name: 'slaPolicy', type: 'relationship', relationTo: slugs.slaPolicies, label: 'Politique SLA', admin: { position: 'sidebar' } },
       {
-        name: 'category', type: 'select', label: 'Categorie',
+        name: 'category', type: 'select', index: true, label: 'Categorie',
         options: [
           { label: 'Bug / Dysfonctionnement', value: 'bug' },
           { label: 'Modification de contenu', value: 'content' },
@@ -755,7 +701,8 @@ export function createTicketsCollection(slugs: CollectionSlugs, options?: {
         ],
         admin: { position: 'sidebar' },
       },
-      { name: 'assignedTo', type: 'relationship', relationTo: slugs.users, label: 'Assigne a', admin: { position: 'sidebar' } },
+      { name: 'assignedTo', type: 'relationship', relationTo: slugs.users, index: true, label: 'Assigne a', admin: { position: 'sidebar' } },
+      { name: 'team', type: 'relationship', relationTo: slugs.supportTeams, index: true, label: 'Equipe', admin: { position: 'sidebar' } },
       {
         name: 'source', type: 'select', defaultValue: 'portal', label: 'Source',
         options: [
@@ -763,6 +710,8 @@ export function createTicketsCollection(slugs: CollectionSlugs, options?: {
           { label: 'Chat en direct', value: 'live-chat' },
           { label: 'Email', value: 'email' },
           { label: 'Admin', value: 'admin' },
+          { label: 'WhatsApp', value: 'whatsapp' },
+          { label: 'Messenger', value: 'messenger' },
         ],
         admin: { position: 'sidebar' },
       },
@@ -810,8 +759,8 @@ export function createTicketsCollection(slugs: CollectionSlugs, options?: {
       afterChange: [
         createTrackSLA(slugs),
         createTrackAiSummaryOnResolve(slugs),
-        createAutoCalculateSLA(slugs),
         createAssignSlaDeadlines(slugs, notificationSlug),
+        createPauseSlaOnHold(slugs),
         createCheckSlaOnResolve(slugs, notificationSlug),
         createLogTicketActivity(slugs),
         createNotifyOnAssignment(slugs),
@@ -820,6 +769,7 @@ export function createTicketsCollection(slugs: CollectionSlugs, options?: {
         createNotifyAdminOnNewTicket(slugs, notificationSlug),
         createFireTicketWebhooks(slugs),
         createDispatchWebhookOnTicket(slugs),
+        createApplyAutomationRules(slugs),
       ],
       beforeDelete: [createCascadeDelete(slugs)],
     },
@@ -830,15 +780,24 @@ export function createTicketsCollection(slugs: CollectionSlugs, options?: {
         return false
       },
       read: async ({ req }) => {
-        if (req.user?.collection === slugs.users) return true
+        if (req.user?.collection === slugs.users) {
+          if (!isTeamScopingEnabled()) return true
+          // Team scoping (opt-in): agents see their teams' tickets + team-less ones.
+          const teamIds = await resolveAgentTeamIds(req.payload, slugs, req.user.id)
+          return {
+            or: [
+              { team: { in: teamIds.length > 0 ? teamIds : [-1] } },
+              { team: { exists: false } },
+            ],
+          } as Where
+        }
         if (req.user?.collection === slugs.supportClients) {
           // Owner OR collaborator (via ticket-collaborators table).
           // We resolve the collaborator ticket-ids upfront so we keep a single Where
           // expression — Payload's access fns support async returns.
           let collabTicketIds: Array<number | string> = []
           try {
-            const rows = await req.payload.find({
-              collection: 'ticket-collaborators' as any,
+            const rows = await dbFind(req.payload, 'ticket-collaborators', {
               where: { client: { equals: req.user.id } },
               limit: 1000,
               depth: 0,

package/src/collections/index.ts

@@ -17,3 +17,6 @@ export { createTicketStatusesCollection } from './TicketStatuses'
 export { createClientSummariesCollection } from './ClientSummaries'
 export { createTicketFeedbackCollection } from './TicketFeedback'
 export { createTicketCollaboratorsCollection } from './TicketCollaborators'
+export { createNotificationQueueCollection } from './NotificationQueue'
+export { createAutomationRulesCollection } from './AutomationRules'
+export { createSupportTeamCollection } from './SupportTeam'

package/src/components/TicketConversation/RewriteDropdown.tsx

@@ -0,0 +1,86 @@
+'use client'
+
+import React, { useState } from 'react'
+import { REWRITE_STYLES, s } from './constants'
+
+export const RewriteDropdown: React.FC<{
+  disabled: boolean
+  loading: boolean
+  onSelect: (style: string) => void
+}> = ({ disabled, loading, onSelect }) => {
+  const [open, setOpen] = useState(false)
+  const ref = React.useRef<HTMLDivElement>(null)
+
+  React.useEffect(() => {
+    if (!open) return
+    const close = (e: MouseEvent) => {
+      if (ref.current && !ref.current.contains(e.target as Node)) setOpen(false)
+    }
+    document.addEventListener('mousedown', close)
+    return () => document.removeEventListener('mousedown', close)
+  }, [open])
+
+  return (
+    <div ref={ref} style={{ position: 'relative', display: 'inline-block' }}>
+      <button
+        type="button"
+        onClick={() => setOpen(!open)}
+        disabled={disabled}
+        style={{
+          ...s.outlineBtn('#0891b2', disabled),
+          fontSize: '11px',
+          padding: '3px 10px',
+          borderRadius: '14px',
+          display: 'flex',
+          alignItems: 'center',
+          gap: '4px',
+        }}
+      >
+        {loading ? 'Reformulation...' : '✏️ Reformuler'}
+        {!loading && <span style={{ fontSize: 9, opacity: 0.7 }}>▼</span>}
+      </button>
+      {open && !disabled && !loading && (
+        <div
+          style={{
+            position: 'absolute',
+            bottom: '100%',
+            left: 0,
+            marginBottom: 4,
+            background: 'var(--theme-elevation-0, #fff)',
+            border: '1px solid var(--theme-elevation-200, #e5e7eb)',
+            borderRadius: 8,
+            boxShadow: '0 4px 16px rgba(0,0,0,0.12)',
+            zIndex: 100,
+            minWidth: 180,
+            overflow: 'hidden',
+          }}
+        >
+          {REWRITE_STYLES.map((style) => (
+            <button
+              key={style.id}
+              type="button"
+              onClick={() => { setOpen(false); onSelect(style.id) }}
+              style={{
+                display: 'flex',
+                flexDirection: 'column',
+                width: '100%',
+                padding: '8px 12px',
+                border: 'none',
+                background: 'transparent',
+                cursor: 'pointer',
+                textAlign: 'left',
+                borderBottom: '1px solid var(--theme-elevation-100, #f3f4f6)',
+                transition: 'background 120ms',
+              }}
+              onMouseEnter={(e) => { (e.target as HTMLElement).style.background = 'var(--theme-elevation-50, #f9fafb)' }}
+              onMouseLeave={(e) => { (e.target as HTMLElement).style.background = 'transparent' }}
+            >
+              <span style={{ fontSize: 12, fontWeight: 600, color: 'var(--theme-text, #111)' }}>{style.label}</span>
+              <span style={{ fontSize: 10, color: 'var(--theme-elevation-500, #6b7280)' }}>{style.desc}</span>
+            </button>
+          ))}
+        </div>
+      )}
+    </div>
+  )
+}

package/src/components/TicketConversation/SkeletonText.tsx

@@ -0,0 +1,23 @@
+'use client'
+
+import React from 'react'
+
+// Inline skeleton replacement (no external dependency)
+export function SkeletonText({ lines = 3 }: { lines?: number }) {
+  return (
+    <div style={{ display: 'flex', flexDirection: 'column', gap: '8px', padding: '12px 0' }}>
+      {Array.from({ length: lines }).map((_, i) => (
+        <div
+          key={i}
+          style={{
+            height: '14px',
+            borderRadius: '4px',
+            backgroundColor: '#e2e8f0',
+            width: i === lines - 1 ? '60%' : '100%',
+            animation: 'pulse 1.5s ease-in-out infinite',
+          }}
+        />
+      ))}
+    </div>
+  )
+}