@qoretechnologies/reqraft 0.10.20 → 0.10.26

package/src/components/ticketReferences/TicketReferences.tsx

@@ -0,0 +1,886 @@
+import {
+  ReqoreButton,
+  ReqoreColumns,
+  ReqoreControlGroup,
+  ReqoreDropdown,
+  ReqoreEmptyState,
+  ReqoreEntityRow,
+  ReqorePanel,
+  ReqoreSpan,
+  ReqoreSpinner,
+  ReqoreTextEffect,
+} from '@qoretechnologies/reqore';
+import { IReqoreIconName } from '@qoretechnologies/reqore/dist/types/icons';
+import { TReqoreEffectColor } from '@qoretechnologies/reqore/dist/components/Effect';
+import type { IReqoreEntityRowAction } from '@qoretechnologies/reqore/dist/components/EntityRow';
+import type { IReqorePanelSubAction } from '@qoretechnologies/reqore/dist/components/Panel';
+import { useCallback, useEffect, useMemo, useState } from 'react';
+import timeago from 'epoch-timeago';
+import { SearchFilterBar } from '../searchFilterBar';
+import styled from 'styled-components';
+import { formatBytes, isImage } from '../../helpers/common';
+import { ImageLightbox } from '../imageLightbox';
+import {
+  defaultInterfaceIcon,
+  IInterfaceReference,
+  TTicketViewerRole,
+} from '../supportTicket/meta';
+import type { ITicketThreadAttachment, ITicketThreadMessage } from '../ticketThread/TicketThread';
+
+/*
+ * TicketReferences — the consolidated "everything attached to or linked from a
+ * ticket" surface. It gathers, across the ticket description and every reply:
+ *   • Screenshots — image attachments as a thumbnail grid → a zoom/paging lightbox.
+ *     First: the visual evidence is what a reader scans for.
+ *   • Linked interfaces — the {kind, name} snapshots as rows (kind as metadata),
+ *     sorted by kind then name, matching the file rows below.
+ *   • Files — every other attachment as a type-iconed row with provenance + download.
+ * None of the mainstream desks (Zendesk/Front/Intercom/…) ship this consolidated
+ * view, so it's the drawer's differentiator. Rendered as a tab in the staff drawer
+ * and a panel in the customer modal; only the data + handlers differ by viewer.
+ */
+
+/** Attachment metadata as returned by the list endpoint — carries the provenance
+ *  (uploader + timestamp + source message) the message-embedded metadata omits. */
+export interface ITicketReferenceAttachment extends ITicketThreadAttachment {
+  /** the reply this file was attached to; null/absent = ticket-level */
+  message_id?: string | null;
+  /** the uploader, resolved + masked like the thread's message author (a staff
+   *  uploader reads as "Qorus Support" on the customer plane, never the raw identity) */
+  uploaded_by?: string;
+  /** the kind of party that uploaded the file — lets the viewer label it */
+  uploader_type?: 'customer' | 'staff';
+  /** ISO timestamp the file was attached */
+  created?: string;
+}
+
+export interface ITicketReferencesProps {
+  /** ticket-level interface references (from `ticket.referenced_interfaces`) */
+  references?: IInterfaceReference[];
+  /** the thread — source of message-level references and, as a fallback, attachments */
+  messages?: ITicketThreadMessage[];
+  /** the ticket's attachments from the list endpoint; preferred over the message-embedded
+   *  ones because it carries provenance and any ticket-level files. Falls back to `messages`. */
+  attachments?: ITicketReferenceAttachment[];
+  viewerRole?: TTicketViewerRole;
+  /** fetch an attachment's bytes as an object URL, for inline image preview + the lightbox.
+   *  Omitted ⇒ screenshots show as download tiles instead of thumbnails. */
+  fetchAttachmentUrl?: (attachmentId: string) => Promise<string>;
+  /** trigger a browser download of an attachment */
+  onDownloadAttachment?: (attachmentId: string, filename: string) => void;
+  /** open a referenced interface; reference chips are static (informational) when omitted */
+  onInterfaceClick?: (reference: IInterfaceReference) => void;
+  /** Reveal the message a reference or file came from, in the conversation.
+   *  Omitted ⇒ the action is not offered. It is also omitted per-row for anything filed
+   *  against the ticket itself rather than a reply, which has no message to reveal. */
+  onShowInChat?: (messageId: string) => void;
+  /** resolve a per-kind icon for a referenced interface (the IDE passes its own vocabulary) */
+  resolveInterfaceIcon?: (kind: string) => IReqoreIconName;
+  loading?: boolean;
+}
+
+// ---------------------------------------------------------------------------
+// helpers
+// ---------------------------------------------------------------------------
+// `epoch-timeago` — the same library reqore's `ReqoreTimeAgo` and the IDE's ticket
+// list use. This is a string context (a metadata run), so a helper rather than the
+// component; it stays consistent with them instead of a bespoke Intl reimplementation.
+const timeAgo = (iso?: string): string => {
+  if (!iso) {
+    return '';
+  }
+  const ms = Date.parse(iso);
+  return Number.isNaN(ms) ? '' : timeago(ms);
+};
+
+interface IFileType {
+  icon: IReqoreIconName;
+  color: TReqoreEffectColor;
+  label: string;
+}
+// MIME → a type icon (glyph) + a category tint, Fluent-style: colour distinguishes
+// the file family, the glyph its shape. Tints stay moderate for a dark surface.
+const fileType = (contentType: string): IFileType => {
+  const ct = contentType.toLowerCase();
+  if (ct === 'application/pdf') {
+    return { icon: 'FilePdf2Line', color: '#f56059', label: 'PDF' };
+  }
+  if (ct.includes('zip') || ct.includes('gzip')) {
+    return { icon: 'FileZipLine', color: '#f2a63c', label: 'Archive' };
+  }
+  if (ct === 'text/csv') {
+    return { icon: 'FileExcel2Line', color: '#46c96f', label: 'CSV' };
+  }
+  if (ct.includes('json') || ct.includes('yaml') || ct.includes('xml')) {
+    return { icon: 'CodeSLine', color: '#55a0ff', label: 'Data' };
+  }
+  if (ct.includes('markdown')) {
+    return { icon: 'MarkdownLine', color: '#55a0ff', label: 'Markdown' };
+  }
+  if (ct === 'text/x-log') {
+    return { icon: 'FileList2Line', color: '#8b8a97', label: 'Log' };
+  }
+  if (ct.startsWith('text/')) {
+    return { icon: 'FileTextLine', color: '#8b8a97', label: 'Text' };
+  }
+  return { icon: 'FileLine', color: '#8b8a97', label: 'File' };
+};
+
+// A coarse file family for the type filter. Images are their own section, so this
+// only buckets the non-image "Files"; it mirrors fileType's grouping.
+type TFileCategory = 'documents' | 'data' | 'logs' | 'archives';
+const fileCategory = (contentType: string): TFileCategory => {
+  const ct = contentType.toLowerCase();
+  if (ct.includes('zip') || ct.includes('gzip')) {
+    return 'archives';
+  }
+  if (ct === 'text/x-log') {
+    return 'logs';
+  }
+  if (ct === 'text/csv' || ct.includes('json') || ct.includes('yaml') || ct.includes('xml')) {
+    return 'data';
+  }
+  return 'documents';
+};
+
+// The type filter: 'all' plus one option per section / file-family. Empty families
+// are hidden from the menu (a ticket with no archives never offers "Archives").
+type TRefFilter = 'all' | 'links' | 'screenshots' | TFileCategory;
+type TRefSort = 'newest' | 'oldest' | 'name' | 'size';
+
+const FILTER_META: Record<TRefFilter, { label: string; icon: IReqoreIconName }> = {
+  all: { label: 'All types', icon: 'Apps2Line' },
+  links: { label: 'Linked interfaces', icon: 'LinksLine' },
+  screenshots: { label: 'Screenshots', icon: 'ImageLine' },
+  documents: { label: 'Documents', icon: 'FileTextLine' },
+  data: { label: 'Data', icon: 'CodeSLine' },
+  logs: { label: 'Logs', icon: 'FileList2Line' },
+  archives: { label: 'Archives', icon: 'FileZipLine' },
+};
+// the four filter keys that live inside the "Files" section
+const FILE_FILTERS: TFileCategory[] = ['documents', 'data', 'logs', 'archives'];
+// menu order mirrors the section order on screen: screenshots, links, then files
+const FILTER_ORDER: TRefFilter[] = ['all', 'screenshots', 'links', ...FILE_FILTERS];
+
+const SORT_META: Record<TRefSort, { label: string; icon: IReqoreIconName }> = {
+  newest: { label: 'Newest first', icon: 'SortDesc' },
+  oldest: { label: 'Oldest first', icon: 'SortAsc' },
+  name: { label: 'Name (A–Z)', icon: 'SortAlphabetAsc' },
+  size: { label: 'Largest first', icon: 'ScalesLine' },
+};
+const SORT_ORDER: TRefSort[] = ['newest', 'oldest', 'name', 'size'];
+
+const createdMs = (a: ITicketReferenceAttachment): number =>
+  a.created ? new Date(a.created).getTime() || 0 : 0;
+
+/**
+ * A reference plus where it was cited.
+ *
+ * `message_id` is absent for a ticket-level reference — those are filed against the
+ * ticket itself (`message_id IS NULL` server-side), so there is no message to reveal
+ * and "show in chat" must not be offered for them.
+ */
+export interface IResolvedInterfaceReference extends IInterfaceReference {
+  message_id?: string;
+}
+
+// dedupe a mixed run of references (ticket + every message) by identity — the same
+// interface referenced ticket-level and in a reply is one entry, not two.
+const dedupeRefs = (refs: IResolvedInterfaceReference[]): IResolvedInterfaceReference[] => {
+  const byKey = new Map<string, IResolvedInterfaceReference>();
+  for (const r of refs) {
+    const key = `${r.interface_kind}:${r.interface_name}`;
+    const kept = byKey.get(key);
+    if (!kept) {
+      byKey.set(key, r);
+      continue;
+    }
+    // The ticket-level copy is merged first and carries no message. When the same
+    // interface also appears in a reply, adopt that linkage instead of discarding it —
+    // otherwise an interface that demonstrably IS in the thread offers no way to jump
+    // to it, purely because it happened to be cited on the ticket as well.
+    if (!kept.message_id && r.message_id) {
+      byKey.set(key, { ...kept, message_id: r.message_id });
+    }
+  }
+  return Array.from(byKey.values());
+};
+
+const META_EFFECT = { textSize: 'small', opacity: 0.55 } as const;
+
+// ---------------------------------------------------------------------------
+// image URLs — fetch every screenshot's bytes once as an object URL, cached, and
+// revoked on unmount / when the set changes. Shared by the grid and the lightbox.
+// ---------------------------------------------------------------------------
+const useImageUrls = (
+  ids: string[],
+  fetchAttachmentUrl?: (attachmentId: string) => Promise<string>
+): Record<string, string | null> => {
+  const [urls, setUrls] = useState<Record<string, string | null>>({});
+  const key = ids.join(',');
+
+  useEffect(() => {
+    if (!ids.length) {
+      return undefined;
+    }
+    // No fetcher wired means there is no preview to wait for — resolve every id
+    // straight to the "no preview" state (null) so tiles fall through to the
+    // filename / download fallback instead of a forever-pending "…" (undefined
+    // is reserved for a wired fetcher's genuinely in-flight requests).
+    if (!fetchAttachmentUrl) {
+      setUrls(Object.fromEntries(ids.map((id) => [id, null])));
+      return undefined;
+    }
+    let active = true;
+    const created: string[] = [];
+    Promise.allSettled(ids.map((id) => fetchAttachmentUrl(id).then((url) => ({ id, url })))).then(
+      (results) => {
+        if (!active) {
+          return;
+        }
+        const next: Record<string, string | null> = {};
+        results.forEach((r, i) => {
+          if (r.status === 'fulfilled') {
+            next[r.value.id] = r.value.url;
+            created.push(r.value.url);
+          } else {
+            next[ids[i]] = null;
+          }
+        });
+        setUrls(next);
+      }
+    );
+    return () => {
+      active = false;
+      created.forEach((url) => URL.revokeObjectURL(url));
+    };
+    // `key` is the stable signature of `ids`; re-run when the image set changes.
+  }, [key, fetchAttachmentUrl]);
+
+  return urls;
+};
+
+// ---------------------------------------------------------------------------
+// styled bits (reqore covers the rest)
+// ---------------------------------------------------------------------------
+/*
+ * The search/filter/sort strip reads as part of the list it filters, not as a stray
+ * row above it: it gets its own tinted, bordered surface and sticks to the top of the
+ * scroll container. Free-floating, it was easy to lose track of — and scrolling the
+ * sections took the search box away with them, which is exactly when you want it.
+ */
+/*
+ * A screenshot tile: the image is the button, and the overflow menu is a sibling
+ * layered over it — a <button> cannot legally contain another button, so the menu
+ * cannot live inside Thumb. It stays hidden until the tile is hovered or something
+ * inside it takes focus, so a wall of screenshots still reads as images rather than
+ * a grid of controls. Hidden by opacity rather than display, so it remains reachable
+ * by keyboard.
+ */
+const ThumbTile = styled.div`
+  position: relative;
+  /*
+   * A single-cell grid, not flex: a grid child stretches to fill by default, so the
+   * thumbnail spans the whole tile and the overlay's top-right corner IS the image's
+   * top-right corner. Under flex the button sized itself from its aspect-ratio, left a
+   * strip of empty tile beside it, and the menu — anchored to the tile — landed in that
+   * strip instead of over the image.
+   */
+  display: grid;
+
+  > .screenshot-menu {
+    position: absolute;
+    top: 5px;
+    right: 5px;
+    opacity: 0;
+    transition: opacity 0.12s ease-out;
+  }
+
+  &:hover > .screenshot-menu,
+  &:focus-within > .screenshot-menu {
+    opacity: 1;
+  }
+`;
+
+const Thumb = styled.button`
+  appearance: none;
+  border: 1px solid rgba(255, 255, 255, 0.1);
+  border-radius: 8px;
+  overflow: hidden;
+  padding: 0;
+  cursor: pointer;
+  aspect-ratio: 1 / 1;
+  background: rgba(255, 255, 255, 0.03);
+  display: flex;
+  align-items: center;
+  justify-content: center;
+  position: relative;
+  transition: border-color 0.15s;
+  &:hover {
+    border-color: rgba(169, 116, 255, 0.6);
+  }
+  &:focus-visible {
+    outline: 2px solid #a974ff;
+    outline-offset: 2px;
+  }
+  img {
+    width: 100%;
+    height: 100%;
+    object-fit: cover;
+    display: block;
+  }
+`;
+const ThumbCaption = styled.span`
+  position: absolute;
+  left: 0;
+  right: 0;
+  bottom: 0;
+  padding: 4px 6px;
+  font-size: 10px;
+  color: #fff;
+  background: linear-gradient(0deg, rgba(0, 0, 0, 0.75), transparent);
+  white-space: nowrap;
+  overflow: hidden;
+  text-overflow: ellipsis;
+  text-align: left;
+`;
+// ---------------------------------------------------------------------------
+// screenshot thumbnail
+// ---------------------------------------------------------------------------
+const Screenshot = ({
+  att,
+  url,
+  onOpen,
+  menu,
+}: {
+  att: ITicketReferenceAttachment;
+  url: string | null | undefined;
+  onOpen: () => void;
+  menu?: IReqorePanelSubAction[];
+}) => (
+  <ThumbTile>
+    <Thumb type='button' title={att.filename} onClick={onOpen}>
+      {url ?
+        <img src={url} alt={att.filename} />
+      : <ReqoreSpan effect={{ opacity: 0.5, textSize: 'small' }}>
+          {url === null ? att.filename : '…'}
+        </ReqoreSpan>
+      }
+      <ThumbCaption>{att.filename}</ThumbCaption>
+    </Thumb>
+    {/* One action doesn't earn a menu. With a single entry the overlay IS that
+        action, so a tile and a file row offer the same thing the same way instead of
+        hiding a download behind a caret on one surface and not the other. */}
+    {menu?.length === 1 ?
+      <ReqoreButton
+        className='screenshot-menu'
+        icon={menu[0].icon}
+        tooltip={menu[0].label as string}
+        size='small'
+        flat
+        minimal
+        fixed
+        onClick={(event: React.MouseEvent<HTMLElement>) => {
+          event.stopPropagation();
+          menu[0].onClick?.(menu[0]);
+        }}
+      />
+    : menu?.length ?
+      <ReqoreDropdown
+        className='screenshot-menu'
+        icon='More2Line'
+        tooltip='More actions'
+        size='small'
+        flat
+        minimal
+        fixed
+        useTargetWidth={false}
+        items={menu}
+        onClick={(event: React.MouseEvent<HTMLElement>) => event.stopPropagation()}
+      />
+    : null}
+  </ThumbTile>
+);
+
+// ---------------------------------------------------------------------------
+// main
+// ---------------------------------------------------------------------------
+export const TicketReferences = ({
+  references = [],
+  messages = [],
+  attachments,
+  viewerRole,
+  fetchAttachmentUrl,
+  onDownloadAttachment,
+  onInterfaceClick,
+  onShowInChat,
+  resolveInterfaceIcon,
+  loading,
+}: ITicketReferencesProps) => {
+  // references: ticket-level + every message's, deduped. Rendered as rows carrying
+  // their kind as metadata — the same treatment as the files below — so the tab
+  // reads as one consistent list rather than chips above rows.
+  const allRefs = useMemo(
+    () =>
+      dedupeRefs([
+        // ticket-level first (no message), then each message's own citations tagged
+        // with the message they came from
+        ...references,
+        ...messages.flatMap((m) =>
+          (m.referenced_interfaces ?? []).map((r) => ({ ...r, message_id: m.message_id }))
+        ),
+      ]),
+    [references, messages]
+  );
+  const resolveIcon = resolveInterfaceIcon ?? defaultInterfaceIcon;
+
+  /**
+   * The trailing controls for a row: its primary action, plus a "three dots" menu when
+   * there is anything else to offer. Built in one place so the interface rows and the
+   * file rows can't drift into different affordances.
+   *
+   * The menu is omitted entirely when it would be empty — a row filed against the
+   * ticket rather than a reply has no message to reveal, and an always-present menu
+   * that is sometimes empty is worse than no menu.
+   */
+  /**
+   * The reveal action. One definition, used by the reference rows, the file rows and
+   * the screenshot tiles.
+   *
+   * Present on every row, but DISABLED for anything filed against the ticket itself
+   * rather than a reply — those have no message to jump to. Showing the menu on some
+   * rows and not others read as breakage rather than as a distinction, and the
+   * disabled entry says why instead of leaving the reader to infer it.
+   */
+  const showInChatItem = (messageId?: string | null): IReqorePanelSubAction[] => {
+    if (!onShowInChat) {
+      return [];
+    }
+    return messageId ?
+        [{ label: 'Show in chat', icon: 'Chat1Line', onClick: () => onShowInChat(messageId) }]
+      : [
+          {
+            label: 'Show in chat',
+            icon: 'Chat1Line',
+            disabled: true,
+            description: 'Filed on the ticket, not in a reply',
+          },
+        ];
+  };
+
+  const rowActions = (
+    primary: IReqoreEntityRowAction | undefined,
+    messageId?: string | null
+  ): IReqoreEntityRowAction[] => {
+    const menu = showInChatItem(messageId);
+
+    return [
+      ...(primary ? [primary] : []),
+      ...(menu.length ?
+        [
+          {
+            icon: 'More2Line' as IReqoreIconName,
+            tooltip: 'More actions',
+            flat: true,
+            minimal: true,
+            actions: menu,
+          },
+        ]
+      : []),
+    ];
+  };
+
+  // attachments: the list-endpoint set (with provenance) or, failing that, the
+  // ones embedded per message (deriving provenance from the carrying message)
+  const allAttachments = useMemo<ITicketReferenceAttachment[]>(() => {
+    const source: ITicketReferenceAttachment[] =
+      attachments ??
+      messages.flatMap((m) =>
+        (m.attachments ?? []).map((a) => ({
+          ...a,
+          message_id: m.message_id,
+          uploaded_by: m.author_id,
+          created: m.created,
+        }))
+      );
+    const seen = new Set<string>();
+    return source.filter((a) => {
+      if (seen.has(a.attachment_id)) {
+        return false;
+      }
+      seen.add(a.attachment_id);
+      return true;
+    });
+  }, [attachments, messages]);
+
+  const images = useMemo(
+    () => allAttachments.filter((a) => isImage(a.content_type)),
+    [allAttachments]
+  );
+  const files = useMemo(
+    () => allAttachments.filter((a) => !isImage(a.content_type)),
+    [allAttachments]
+  );
+
+  const imageIds = useMemo(() => images.map((a) => a.attachment_id), [images]);
+  const urls = useImageUrls(imageIds, fetchAttachmentUrl);
+
+  const [lightbox, setLightbox] = useState<number | null>(null);
+
+  // --- search / filter / sort ------------------------------------------------
+  const [search, setSearch] = useState('');
+  const [filter, setFilter] = useState<TRefFilter>('all');
+  const [sort, setSort] = useState<TRefSort>('newest');
+
+  const query = search.trim().toLowerCase();
+  const matchesText = useCallback(
+    (...fields: (string | undefined)[]) =>
+      !query || fields.some((f) => f?.toLowerCase().includes(query)),
+    [query]
+  );
+
+  const sortAttachments = useCallback(
+    (arr: ITicketReferenceAttachment[]): ITicketReferenceAttachment[] => {
+      const next = [...arr];
+      switch (sort) {
+        case 'oldest':
+          return next.sort((a, b) => createdMs(a) - createdMs(b));
+        case 'name':
+          return next.sort((a, b) => a.filename.localeCompare(b.filename));
+        case 'size':
+          return next.sort((a, b) => (b.size_bytes ?? 0) - (a.size_bytes ?? 0));
+        case 'newest':
+        default:
+          return next.sort((a, b) => createdMs(b) - createdMs(a));
+      }
+    },
+    [sort]
+  );
+
+  // per-family counts feed the filter menu: empty families are dropped, and the
+  // surviving ones carry a count badge in their label.
+  const counts = useMemo(() => {
+    const byCategory: Record<TFileCategory, number> = {
+      documents: 0,
+      data: 0,
+      logs: 0,
+      archives: 0,
+    };
+    for (const f of files) {
+      byCategory[fileCategory(f.content_type)] += 1;
+    }
+    return {
+      all: allRefs.length + allAttachments.length,
+      links: allRefs.length,
+      screenshots: images.length,
+      ...byCategory,
+    } as Record<TRefFilter, number>;
+  }, [files, images.length, allRefs.length, allAttachments.length]);
+
+  // the three sections after search + type filter are applied. References sort by
+  // kind then name so like sits with like; "Name" sorts them purely by name.
+  const visibleRefs = useMemo(() => {
+    if (filter !== 'all' && filter !== 'links') {
+      return [] as IResolvedInterfaceReference[];
+    }
+    return allRefs
+      .filter((r) => matchesText(r.interface_name, r.interface_kind))
+      .sort((a, b) =>
+        sort === 'name' ?
+          a.interface_name.localeCompare(b.interface_name)
+        : a.interface_kind.localeCompare(b.interface_kind) ||
+          a.interface_name.localeCompare(b.interface_name)
+      );
+  }, [allRefs, filter, matchesText, sort]);
+
+  const visibleImages = useMemo(() => {
+    if (filter !== 'all' && filter !== 'screenshots') {
+      return [] as ITicketReferenceAttachment[];
+    }
+    return sortAttachments(images.filter((a) => matchesText(a.filename)));
+  }, [images, filter, matchesText, sortAttachments]);
+
+  const visibleFiles = useMemo(() => {
+    const fileFilter = FILE_FILTERS.includes(filter as TFileCategory);
+    if (filter !== 'all' && !fileFilter) {
+      return [] as ITicketReferenceAttachment[];
+    }
+    let list = files.filter((a) => matchesText(a.filename));
+    if (fileFilter) {
+      list = list.filter((a) => fileCategory(a.content_type) === filter);
+    }
+    return sortAttachments(list);
+  }, [files, filter, matchesText, sortAttachments]);
+
+  // a filtered-out lightbox target would dangle — close it if its index falls away
+  useEffect(() => {
+    if (lightbox !== null && lightbox >= visibleImages.length) {
+      setLightbox(null);
+    }
+  }, [visibleImages.length, lightbox]);
+
+  if (loading) {
+    return (
+      <ReqoreControlGroup fluid horizontalAlign='center' style={{ padding: '32px 0' }}>
+        <ReqoreSpinner iconColor='info' size='big'>
+          Loading references…
+        </ReqoreSpinner>
+      </ReqoreControlGroup>
+    );
+  }
+
+  if (!allRefs.length && !allAttachments.length) {
+    return (
+      <ReqoreEmptyState
+        icon='FolderInfoLine'
+        title='No references or files yet'
+        description='Interface references and any screenshots, documents, or files attached to this ticket will appear here.'
+        flat
+        transparent
+      />
+    );
+  }
+
+  // A search + type-filter + sort strip, shown once a ticket carries enough to be
+  // worth narrowing (any files, or 3+ linked interfaces). Empty type-families are
+  // dropped from the filter menu so it only ever offers what's actually present.
+  const showControls = allAttachments.length > 0 || allRefs.length > 2;
+  const filterOptions = FILTER_ORDER.filter((key) => key === 'all' || counts[key] > 0);
+  const nothingVisible = !visibleRefs.length && !visibleImages.length && !visibleFiles.length;
+
+  const controlBar =
+    showControls ?
+      <SearchFilterBar
+        sticky
+        value={search}
+        onChange={setSearch}
+        placeholder='Search files and references…'
+        filters={[
+          {
+            icon: FILTER_META[filter].icon,
+            label: FILTER_META[filter].label,
+            items: filterOptions.map((key) => ({
+              selected: filter === key,
+              icon: FILTER_META[key].icon,
+              label:
+                key === 'all' ?
+                  FILTER_META.all.label
+                : `${FILTER_META[key].label} (${counts[key]})`,
+              onClick: () => setFilter(key),
+            })),
+          },
+          {
+            icon: 'ArrowUpDownLine',
+            label: SORT_META[sort].label,
+            items: SORT_ORDER.map((key) => ({
+              selected: sort === key,
+              icon: SORT_META[key].icon,
+              label: SORT_META[key].label,
+              onClick: () => setSort(key),
+            })),
+          },
+        ]}
+      />
+    : null;
+
+  return (
+    <ReqoreControlGroup vertical fluid gapSize='big'>
+      {controlBar}
+
+      {nothingVisible ?
+        <ReqoreEmptyState
+          icon='Search2Line'
+          title='No matching references or files'
+          description={
+            query ?
+              `Nothing here matches “${search.trim()}”.`
+            : 'Nothing matches the current filter.'
+          }
+          flat
+          transparent
+          actions={
+            <ReqoreButton
+              icon='CloseLine'
+              minimal
+              onClick={() => {
+                setSearch('');
+                setFilter('all');
+              }}
+            >
+              Clear filters
+            </ReqoreButton>
+          }
+        />
+      : null}
+
+      {visibleImages.length ?
+        <ReqorePanel
+          label='Screenshots'
+          icon='ImageLine'
+          badge={visibleImages.length}
+          flat
+          transparent
+          size='small'
+          labelSize={4}
+          collapsible
+        >
+          <ReqoreColumns columns='auto-fill' minColumnWidth='140px' columnsGap='10px'>
+            {visibleImages.map((att, i) => (
+              <Screenshot
+                key={att.attachment_id}
+                att={att}
+                url={urls[att.attachment_id]}
+                onOpen={() =>
+                  urls[att.attachment_id] ?
+                    setLightbox(i)
+                  : onDownloadAttachment?.(att.attachment_id, att.filename)
+                }
+                menu={[
+                  ...(onDownloadAttachment ?
+                    [
+                      {
+                        label: 'Download',
+                        icon: 'DownloadLine' as IReqoreIconName,
+                        onClick: () => onDownloadAttachment(att.attachment_id, att.filename),
+                      },
+                    ]
+                  : []),
+                  ...showInChatItem(att.message_id),
+                ]}
+              />
+            ))}
+          </ReqoreColumns>
+        </ReqorePanel>
+      : null}
+
+      {visibleRefs.length ?
+        <ReqorePanel
+          label='Linked interfaces'
+          icon='LinksLine'
+          badge={visibleRefs.length}
+          flat
+          transparent
+          size='small'
+          labelSize={4}
+          collapsible
+        >
+          {/* small rows: a reference list is scanned, so density beats presence —
+              the group's size reaches every row (ControlGroup/index.tsx:436) */}
+          <ReqoreControlGroup vertical fluid gapSize='small' size='small'>
+            {visibleRefs.map((reference) => {
+              // an app-triggered qog carries its trigger app's logo; everything else
+              // shows its kind glyph — the same vocabulary the reference chips use.
+              const image = reference.logo;
+              return (
+                <ReqoreEntityRow
+                  key={
+                    reference.reference_id ??
+                    `${reference.interface_kind}:${reference.interface_name}`
+                  }
+                  icon={image ? undefined : resolveIcon(reference.interface_kind)}
+                  iconImage={image}
+                  label={reference.interface_name}
+                  metadata={
+                    <ReqoreTextEffect effect={META_EFFECT}>
+                      {reference.interface_kind}
+                    </ReqoreTextEffect>
+                  }
+                  flat
+                  tooltip={
+                    onInterfaceClick ?
+                      `Open ${reference.interface_kind} ${reference.interface_name}`
+                    : undefined
+                  }
+                  actions={rowActions(
+                    onInterfaceClick ?
+                      {
+                        icon: 'ArrowRightUpLine',
+                        tooltip: 'Open',
+                        onClick: () => onInterfaceClick(reference),
+                      }
+                    : undefined,
+                    reference.message_id
+                  )}
+                />
+              );
+            })}
+          </ReqoreControlGroup>
+        </ReqorePanel>
+      : null}
+
+      {visibleFiles.length ?
+        <ReqorePanel
+          label='Files'
+          icon='FileList3Line'
+          badge={visibleFiles.length}
+          flat
+          transparent
+          size='small'
+          labelSize={4}
+          collapsible
+          actions={
+            visibleFiles.length > 1 && onDownloadAttachment ?
+              [
+                {
+                  icon: 'DownloadCloud2Line',
+                  label: 'Download all',
+                  onClick: () =>
+                    visibleFiles.forEach((f) => onDownloadAttachment(f.attachment_id, f.filename)),
+                },
+              ]
+            : []
+          }
+        >
+          {/* matches the interface rows above — the two lists read as one surface */}
+          <ReqoreControlGroup vertical fluid gapSize='small' size='small'>
+            {visibleFiles.map((f) => {
+              const type = fileType(f.content_type);
+              // a customer's own upload reads "you"; everything else shows the
+              // (already server-masked) uploader — "Qorus Support" for staff replies.
+              const uploader =
+                viewerRole === 'customer' && f.uploader_type === 'customer' ? 'you' : f.uploaded_by;
+              const provenance = [
+                formatBytes(f.size_bytes),
+                uploader ? `added by ${uploader}` : undefined,
+                timeAgo(f.created) || undefined,
+              ]
+                .filter(Boolean)
+                .join(' · ');
+              return (
+                <ReqoreEntityRow
+                  key={f.attachment_id}
+                  icon={type.icon}
+                  iconColor={type.color}
+                  label={f.filename}
+                  metadata={<ReqoreTextEffect effect={META_EFFECT}>{provenance}</ReqoreTextEffect>}
+                  flat
+                  actions={rowActions(
+                    onDownloadAttachment ?
+                      {
+                        icon: 'DownloadLine',
+                        tooltip: 'Download',
+                        onClick: () => onDownloadAttachment(f.attachment_id, f.filename),
+                      }
+                    : undefined,
+                    f.message_id
+                  )}
+                />
+              );
+            })}
+          </ReqoreControlGroup>
+        </ReqorePanel>
+      : null}
+
+      {lightbox !== null && fetchAttachmentUrl ?
+        <ImageLightbox
+          images={visibleImages}
+          index={lightbox}
+          onIndex={setLightbox}
+          onClose={() => setLightbox(null)}
+          fetchAttachmentUrl={fetchAttachmentUrl}
+          onDownload={onDownloadAttachment}
+        />
+      : null}
+    </ReqoreControlGroup>
+  );
+};