Sync broccolini-bot: rename from zammad, docs in docs/, security gitignore, remove zammad deps

Co-authored-by: Cursor <cursoragent@cursor.com>

services/tickets.js

@@ -22,13 +22,6 @@ async function getNextTicketNumber(senderEmail) {
   return { local: senderLocal, number: counter.counter };
 }
 
-async function saveZammadId(gmailThreadId, zammadId) {
-  await Ticket.updateOne(
-    { gmailThreadId },
-    { $set: { zammadTicketId: zammadId } }
-  );
-}
-
 // --- RENAME + NAMING ---
 // Discord rate limit: 2 channel renames per 10 minutes per channel (see https://discord.com/developers/docs/topics/rate-limits).
 // When limit is reached we skip the rename and post: "Channel renamed too quickly. Try again <t:unlock:R>."
@@ -322,7 +315,7 @@ async function checkAutoClose(client, sendTicketClosedEmail) {
 
       const channel = await guild.channels.fetch(ticket.discordThreadId).catch(() => null);
       if (channel) {
-        await channel.send(CONFIG.AUTO_CLOSE_MESSAGE);
+        await channel.send(CONFIG.DISCORD_AUTO_CLOSE_MESSAGE);
 
         await Ticket.updateOne(
           { gmailThreadId: ticket.gmailThreadId },
@@ -356,7 +349,12 @@ async function checkReminders(client) {
 
       const channel = await guild.channels.fetch(ticket.discordThreadId).catch(() => null);
       if (channel) {
-        const message = CONFIG.REMINDER_MESSAGE.replace('{hours}', CONFIG.REMINDER_AFTER_HOURS);
+        const ping = ticket.claimedBy
+          ? `<@${ticket.claimedBy}>`
+          : (CONFIG.ROLE_ID_TO_PING ? `<@&${CONFIG.ROLE_ID_TO_PING}>` : 'everyone');
+        const message = CONFIG.REMINDER_MESSAGE
+          .replace(/\{hours\}/g, String(CONFIG.REMINDER_AFTER_HOURS))
+          .replace(/\{ping\}/g, ping);
         await channel.send(message);
 
         await Ticket.updateOne(
@@ -406,7 +404,6 @@ async function checkAutoUnclaim(client) {
 
 module.exports = {
   getNextTicketNumber,
-  saveZammadId,
   pickTicketCategoryId,
   createDiscordTicketAsThread,
   createEmailTicketAsThread,