@consilioweb/payload-support 0.5.1

package/src/collections/Macros.ts

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+import type { CollectionConfig } from 'payload'
+import type { CollectionSlugs } from '../utils/slugs'
+
+// ─── Collection factory ──────────────────────────────────
+
+export function createMacrosCollection(slugs: CollectionSlugs): CollectionConfig {
+  return {
+    slug: slugs.macros,
+    labels: {
+      singular: 'Macro',
+      plural: 'Macros',
+    },
+    admin: {
+      useAsTitle: 'name',
+      group: 'Support',
+      defaultColumns: ['name', 'description', 'sortOrder', 'isActive', 'updatedAt'],
+    },
+    fields: [
+      {
+        name: 'name',
+        type: 'text',
+        required: true,
+        label: 'Nom',
+        admin: {
+          description: 'Nom court pour identifier la macro (ex: "Clôturer & remercier")',
+        },
+      },
+      {
+        name: 'description',
+        type: 'text',
+        label: 'Description',
+        admin: {
+          description: 'Description optionnelle de ce que fait la macro',
+        },
+      },
+      {
+        name: 'actions',
+        type: 'array',
+        required: true,
+        label: 'Actions',
+        minRows: 1,
+        admin: {
+          description: 'Liste des actions exécutées dans l\'ordre',
+        },
+        fields: [
+          {
+            name: 'type',
+            type: 'select',
+            required: true,
+            label: 'Type d\'action',
+            options: [
+              { label: 'Changer le statut', value: 'set_status' },
+              { label: 'Changer la priorité', value: 'set_priority' },
+              { label: 'Ajouter un tag', value: 'add_tag' },
+              { label: 'Envoyer une réponse', value: 'send_reply' },
+              { label: 'Assigner', value: 'assign' },
+            ],
+          },
+          {
+            name: 'value',
+            type: 'text',
+            required: true,
+            label: 'Valeur',
+            admin: {
+              description: 'Statut, priorité, tag, corps de la réponse, ou ID utilisateur selon le type',
+            },
+          },
+        ],
+      },
+      {
+        name: 'sortOrder',
+        type: 'number',
+        defaultValue: 0,
+        label: 'Ordre',
+        admin: {
+          position: 'sidebar',
+        },
+      },
+      {
+        name: 'isActive',
+        type: 'checkbox',
+        defaultValue: true,
+        label: 'Active',
+        admin: {
+          position: 'sidebar',
+          description: 'Désactiver pour masquer la macro sans la supprimer',
+        },
+      },
+    ],
+    access: {
+      create: ({ req }) => req.user?.collection === slugs.users,
+      read: ({ req }) => req.user?.collection === slugs.users,
+      update: ({ req }) => req.user?.collection === slugs.users,
+      delete: ({ req }) => req.user?.collection === slugs.users,
+    },
+    timestamps: true,
+  }
+}

package/src/collections/PendingEmails.ts

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+import type { CollectionConfig } from 'payload'
+import type { CollectionSlugs } from '../utils/slugs'
+
+// ─── Collection factory ──────────────────────────────────
+
+export function createPendingEmailsCollection(slugs: CollectionSlugs): CollectionConfig {
+  return {
+    slug: slugs.pendingEmails,
+    admin: {
+      group: 'Support',
+      useAsTitle: 'subject',
+      defaultColumns: ['status', 'senderEmail', 'subject', 'createdAt'],
+      hidden: true, // Managed via custom admin view
+    },
+    access: {
+      read: ({ req }) => Boolean(req.user?.collection === slugs.users),
+      update: ({ req }) => Boolean(req.user?.collection === slugs.users),
+      delete: ({ req }) => Boolean(req.user?.collection === slugs.users),
+      create: ({ req }) => {
+        // Allow admin users or webhook calls with secret header
+        if (req.user?.collection === slugs.users) return true
+        const webhookSecret = req.headers.get('x-webhook-secret')
+        if (webhookSecret && process.env.SUPPORT_WEBHOOK_SECRET && webhookSecret === process.env.SUPPORT_WEBHOOK_SECRET) return true
+        return false
+      },
+    },
+    fields: [
+      {
+        name: 'senderEmail',
+        type: 'email',
+        required: true,
+        index: true,
+      },
+      {
+        name: 'senderName',
+        type: 'text',
+      },
+      {
+        name: 'subject',
+        type: 'text',
+        required: true,
+      },
+      {
+        name: 'rawSubject',
+        type: 'text',
+        admin: { readOnly: true },
+      },
+      {
+        name: 'body',
+        type: 'textarea',
+        required: true,
+      },
+      {
+        name: 'bodyHtml',
+        type: 'textarea',
+        admin: { readOnly: true },
+      },
+      {
+        name: 'client',
+        type: 'relationship',
+        relationTo: slugs.supportClients,
+      },
+      {
+        name: 'attachments',
+        type: 'array',
+        fields: [
+          {
+            name: 'file',
+            type: 'upload',
+            relationTo: slugs.media,
+            required: true,
+          },
+        ],
+      },
+      {
+        name: 'status',
+        type: 'select',
+        defaultValue: 'pending',
+        index: true,
+        options: [
+          { label: 'En attente', value: 'pending' },
+          { label: 'Traité', value: 'processed' },
+          { label: 'Ignoré', value: 'ignored' },
+        ],
+      },
+      {
+        name: 'processedAction',
+        type: 'select',
+        options: [
+          { label: 'Ticket créé', value: 'ticket_created' },
+          { label: 'Message ajouté', value: 'message_added' },
+          { label: 'Ignoré', value: 'ignored' },
+        ],
+        admin: { condition: (data) => data?.status !== 'pending' },
+      },
+      {
+        name: 'processedTicket',
+        type: 'relationship',
+        relationTo: slugs.tickets,
+        admin: { condition: (data) => data?.processedAction === 'ticket_created' || data?.processedAction === 'message_added' },
+      },
+      {
+        name: 'processedAt',
+        type: 'date',
+        admin: { condition: (data) => data?.status !== 'pending' },
+      },
+      {
+        name: 'suggestedTickets',
+        type: 'json',
+        admin: { readOnly: true },
+      },
+      {
+        name: 'cc',
+        type: 'text',
+      },
+      {
+        name: 'recipientEmail',
+        type: 'text',
+      },
+    ],
+  }
+}

package/src/collections/SatisfactionSurveys.ts

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+import type { CollectionConfig } from 'payload'
+import type { CollectionSlugs } from '../utils/slugs'
+
+// ─── Collection factory ──────────────────────────────────
+
+export function createSatisfactionSurveysCollection(slugs: CollectionSlugs): CollectionConfig {
+  return {
+    slug: slugs.satisfactionSurveys,
+    labels: {
+      singular: 'Enquête satisfaction',
+      plural: 'Enquêtes satisfaction',
+    },
+    admin: {
+      hidden: true,
+      group: 'Support',
+      defaultColumns: ['source', 'rating', 'client', 'createdAt'],
+    },
+    fields: [
+      {
+        name: 'source',
+        type: 'select',
+        options: [
+          { label: 'Ticket', value: 'ticket' },
+          { label: 'Live Chat', value: 'live-chat' },
+        ],
+        defaultValue: 'ticket',
+        required: true,
+        label: 'Source',
+        admin: {
+          description: 'Ticket de support ou session de chat en direct',
+        },
+      },
+      {
+        name: 'ticket',
+        type: 'relationship',
+        relationTo: slugs.tickets,
+        unique: true,
+        label: 'Ticket',
+        admin: {
+          condition: (data) => data?.source === 'ticket',
+        },
+      },
+      {
+        name: 'chatSession',
+        type: 'text',
+        unique: true,
+        label: 'Session Chat',
+        admin: {
+          condition: (data) => data?.source === 'live-chat',
+          description: 'ID de la session live chat',
+        },
+      },
+      {
+        name: 'client',
+        type: 'relationship',
+        relationTo: slugs.supportClients,
+        required: true,
+        label: 'Client',
+      },
+      {
+        name: 'rating',
+        type: 'number',
+        required: true,
+        min: 1,
+        max: 5,
+        label: 'Note (1-5)',
+        admin: {
+          description: '1 = Très insatisfait, 5 = Très satisfait',
+        },
+      },
+      {
+        name: 'comment',
+        type: 'textarea',
+        label: 'Commentaire',
+        admin: {
+          description: 'Feedback libre du client',
+        },
+      },
+    ],
+    access: {
+      create: ({ req }) => {
+        if (req.user?.collection === slugs.users) return true
+        if (req.user?.collection === slugs.supportClients) return true
+        return false
+      },
+      read: ({ req }) => {
+        if (req.user?.collection === slugs.users) return true
+        if (req.user?.collection === slugs.supportClients) {
+          return { client: { equals: req.user.id } }
+        }
+        return false
+      },
+      update: () => false, // Surveys are immutable once submitted
+      delete: ({ req }) => req.user?.collection === slugs.users,
+    },
+    timestamps: true,
+  }
+}

package/src/collections/SlaPolicies.ts

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+import type { CollectionConfig } from 'payload'
+import type { CollectionSlugs } from '../utils/slugs'
+
+// ─── Collection factory ──────────────────────────────────
+
+export function createSlaPoliciesCollection(slugs: CollectionSlugs): CollectionConfig {
+  return {
+    slug: slugs.slaPolicies,
+    labels: {
+      singular: 'Politique SLA',
+      plural: 'Politiques SLA',
+    },
+    admin: {
+      useAsTitle: 'name',
+      group: 'Support',
+      defaultColumns: ['name', 'priority', 'firstResponseTime', 'resolutionTime', 'businessHoursOnly', 'isDefault'],
+    },
+    fields: [
+      {
+        name: 'name',
+        type: 'text',
+        required: true,
+        label: 'Nom',
+        admin: {
+          description: 'Ex: Standard, Premium, Urgence',
+        },
+      },
+      {
+        type: 'row',
+        fields: [
+          {
+            name: 'firstResponseTime',
+            type: 'number',
+            required: true,
+            label: 'Délai 1ère réponse (min)',
+            min: 1,
+            admin: {
+              width: '50%',
+              description: 'Temps cible en minutes pour la première réponse',
+            },
+          },
+          {
+            name: 'resolutionTime',
+            type: 'number',
+            required: true,
+            label: 'Délai résolution (min)',
+            min: 1,
+            admin: {
+              width: '50%',
+              description: 'Temps cible en minutes pour la résolution complète',
+            },
+          },
+        ],
+      },
+      {
+        name: 'priority',
+        type: 'select',
+        required: true,
+        label: 'Priorité',
+        options: [
+          { label: 'Basse', value: 'low' },
+          { label: 'Normale', value: 'normal' },
+          { label: 'Haute', value: 'high' },
+          { label: 'Urgente', value: 'urgent' },
+        ],
+        admin: {
+          description: 'Priorité de ticket à laquelle cette politique s\'applique',
+        },
+      },
+      {
+        type: 'row',
+        fields: [
+          {
+            name: 'businessHoursOnly',
+            type: 'checkbox',
+            defaultValue: true,
+            label: 'Heures ouvrées uniquement',
+            admin: {
+              width: '50%',
+              description: 'Compter uniquement les heures ouvrées (lun-ven, 9h-18h)',
+            },
+          },
+          {
+            name: 'escalateOnBreach',
+            type: 'checkbox',
+            defaultValue: false,
+            label: 'Escalade auto sur dépassement',
+            admin: {
+              width: '50%',
+              description: 'Notifier automatiquement en cas de dépassement SLA',
+            },
+          },
+        ],
+      },
+      {
+        name: 'escalateTo',
+        type: 'relationship',
+        relationTo: slugs.users,
+        label: 'Escalader à',
+        admin: {
+          description: 'Utilisateur à notifier en cas de dépassement SLA',
+          condition: (data) => data?.escalateOnBreach === true,
+        },
+      },
+      {
+        name: 'isDefault',
+        type: 'checkbox',
+        defaultValue: false,
+        label: 'Politique par défaut',
+        admin: {
+          description: 'Utiliser cette politique pour les tickets sans SLA spécifique (par priorité)',
+        },
+      },
+    ],
+    access: {
+      create: ({ req }) => req.user?.collection === slugs.users,
+      read: ({ req }) => req.user?.collection === slugs.users,
+      update: ({ req }) => req.user?.collection === slugs.users,
+      delete: ({ req }) => req.user?.collection === slugs.users,
+    },
+    timestamps: true,
+  }
+}

package/src/collections/SupportClients.ts

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+import type { CollectionConfig, CollectionAfterChangeHook } from 'payload'
+import type { CollectionSlugs } from '../utils/slugs'
+import { escapeHtml, emailWrapper, emailButton, emailParagraph } from '../utils/emailTemplate'
+import { readSupportSettings } from '../utils/readSettings'
+
+// ─── Hooks ───────────────────────────────────────────────
+
+function createSendInvitationOnCreate(slugs: CollectionSlugs): CollectionAfterChangeHook {
+  return async ({ doc, operation, req }) => {
+    if (operation !== 'create') return doc
+
+    // Only when an admin creates the client (not self-registration)
+    if (req.user?.collection !== slugs.users) return doc
+
+    try {
+      const { payload } = req
+      const settings = await readSupportSettings(payload)
+
+      // Generate reset token without sending the default forgotPassword email
+      const token = await payload.forgotPassword({
+        collection: slugs.supportClients,
+        data: { email: doc.email },
+        disableEmail: true,
+      })
+
+      const baseUrl = process.env.NEXT_PUBLIC_SERVER_URL || ''
+      const resetUrl = `${baseUrl}/support/reset-password?token=${token}`
+
+      const replyTo = settings.email.replyToAddress || process.env.SUPPORT_EMAIL || ''
+      await payload.sendEmail({
+        to: doc.email,
+        ...(replyTo ? { replyTo } : {}),
+        subject: 'Activez votre compte support',
+        html: emailWrapper('Bienvenue sur votre espace support', [
+          emailParagraph(`Bonjour <strong>${escapeHtml(doc.firstName || '')}</strong>,`),
+          emailParagraph('Un espace support a ete cree pour vous. Vous pourrez y soumettre vos demandes, suivre vos tickets et echanger directement avec notre equipe.'),
+          emailParagraph('Pour activer votre compte, cliquez sur le bouton ci-dessous pour definir votre mot de passe :'),
+          emailButton('Definir mon mot de passe', resetUrl),
+          `<table cellpadding="0" cellspacing="0" border="0" width="100%" style="margin: 20px 0;">
+            <tr><td style="padding: 6px 0; font-size: 14px; color: #374151; line-height: 1.6;">&#8226; Soumettre des demandes de support</td></tr>
+            <tr><td style="padding: 6px 0; font-size: 14px; color: #374151; line-height: 1.6;">&#8226; Suivre l'avancement de vos tickets en temps reel</td></tr>
+            <tr><td style="padding: 6px 0; font-size: 14px; color: #374151; line-height: 1.6;">&#8226; Joindre des fichiers et captures d'ecran</td></tr>
+            <tr><td style="padding: 6px 0; font-size: 14px; color: #374151; line-height: 1.6;">&#8226; Consulter l'historique complet de vos echanges</td></tr>
+          </table>`,
+          emailParagraph('<span style="font-size: 13px; color: #6b7280;">Ce lien est valable 1 heure.</span>'),
+        ].join('')),
+      })
+
+      // Invitation email sent successfully
+    } catch (err) {
+      console.error('[support-clients] Failed to send invitation email:', err)
+    }
+
+    return doc
+  }
+}
+
+// ─── Collection factory ──────────────────────────────────
+
+export function createSupportClientsCollection(slugs: CollectionSlugs): CollectionConfig {
+  return {
+    slug: slugs.supportClients,
+    labels: {
+      singular: 'Client Support',
+      plural: 'Clients Support',
+    },
+    auth: {
+      tokenExpiration: 7200, // 2 hours
+      maxLoginAttempts: 10,
+      lockTime: 300 * 1000, // 5 minutes
+      cookies: {
+        secure: process.env.NODE_ENV === 'production',
+        sameSite: 'Lax',
+      },
+      forgotPassword: {
+        generateEmailSubject: () => 'Reinitialisation de votre mot de passe',
+        generateEmailHTML: (args) => {
+          const token = args?.token || ''
+          const user = args?.user as { firstName?: string } | undefined
+          const baseUrl = process.env.NEXT_PUBLIC_SERVER_URL || ''
+          const resetUrl = `${baseUrl}/support/reset-password?token=${token}`
+          const name = user?.firstName || ''
+
+          return emailWrapper('Reinitialisation de mot de passe', [
+            emailParagraph(`Bonjour${name ? ` <strong>${escapeHtml(name)}</strong>` : ''},`),
+            emailParagraph('Vous avez demande la reinitialisation de votre mot de passe pour votre espace support.'),
+            emailParagraph('Cliquez sur le bouton ci-dessous pour definir un nouveau mot de passe :'),
+            emailButton('Definir mon mot de passe', resetUrl),
+            emailParagraph('<span style="font-size: 13px; color: #6b7280;">Ce lien est valable 1 heure. Si vous n\'avez pas effectue cette demande, vous pouvez ignorer cet email.</span>'),
+          ].join(''))
+        },
+      },
+    },
+    admin: {
+      useAsTitle: 'company',
+      group: 'Support',
+      defaultColumns: ['company', 'email', 'firstName', 'lastName', 'createdAt'],
+    },
+    fields: [
+      {
+        type: 'row',
+        fields: [
+          {
+            name: 'company',
+            type: 'text',
+            required: true,
+            label: 'Entreprise',
+            admin: { width: '50%' },
+          },
+          {
+            name: 'phone',
+            type: 'text',
+            label: 'Telephone',
+            admin: { width: '50%' },
+          },
+        ],
+      },
+      {
+        type: 'row',
+        fields: [
+          {
+            name: 'firstName',
+            type: 'text',
+            required: true,
+            label: 'Prenom',
+            admin: { width: '50%' },
+          },
+          {
+            name: 'lastName',
+            type: 'text',
+            required: true,
+            label: 'Nom',
+            admin: { width: '50%' },
+          },
+        ],
+      },
+      {
+        name: 'twoFactorEnabled',
+        type: 'checkbox',
+        defaultValue: false,
+        label: '2FA active',
+        admin: {
+          description: 'Verification par email a chaque connexion',
+          position: 'sidebar',
+        },
+      },
+      {
+        name: 'twoFactorCode',
+        type: 'text',
+        admin: { hidden: true },
+      },
+      {
+        name: 'twoFactorExpiry',
+        type: 'date',
+        admin: { hidden: true },
+      },
+      {
+        name: 'notifyOnReply',
+        type: 'checkbox',
+        defaultValue: true,
+        label: 'Notifications reponses',
+        admin: {
+          description: 'Recevoir un email a chaque reponse du support',
+          position: 'sidebar',
+        },
+      },
+      {
+        name: 'notifyOnStatusChange',
+        type: 'checkbox',
+        defaultValue: true,
+        label: 'Notifications statut',
+        admin: {
+          description: 'Recevoir un email quand le statut d\'un ticket change',
+          position: 'sidebar',
+        },
+      },
+      {
+        name: 'notes',
+        type: 'textarea',
+        label: 'Notes internes',
+        admin: {
+          description: 'Visible uniquement par les admins',
+          position: 'sidebar',
+        },
+      },
+    ],
+    hooks: {
+      afterChange: [createSendInvitationOnCreate(slugs)],
+    },
+    access: {
+      create: ({ req }) => req.user?.collection === slugs.users,
+      update: ({ req }) => {
+        if (req.user?.collection === slugs.users) return true
+        if (req.user?.collection === slugs.supportClients) {
+          return { id: { equals: req.user.id } }
+        }
+        return false
+      },
+      delete: ({ req }) => req.user?.collection === slugs.users,
+      read: ({ req }) => {
+        if (req.user?.collection === slugs.users) return true
+        if (req.user?.collection === slugs.supportClients) {
+          return { id: { equals: req.user.id } }
+        }
+        return false
+      },
+    },
+    timestamps: true,
+  }
+}