From 2ccdbf72aa3d471134824d5c09a19a8d43bd5cf3 Mon Sep 17 00:00:00 2001
From: indifferentketchup <samkintop@gmail.com>
Date: Thu, 4 Jun 2026 22:05:20 +0000
Subject: [PATCH] Email ticketing fixes, comms polish, and .env cleanup

Inbound:
- Gmail poll query is:unread in:inbox (was category:primary, which matched
  nothing on a no-tabs Workspace inbox)

Outbound email:
- Closed/escalation auto-emails editable via TICKET_CLOSE_MESSAGE and new
  TICKET_ESCALATION_EMAIL_MESSAGE; drop the staff signature from closing emails
- Replies quote the customer's latest message (gmail_quote markup so clients
  collapse it), embed custom emoji inline via CID attachment, and strip Discord
  role mentions
- Tagline spacing fix in the company signature

Discord side:
- Suppress all mentions in log + transcript posts (no more pinging on close)
- Drop the staff-role ping from new-ticket and follow-up notifications
- Ticket channels inherit category permissions instead of setting per-channel
  overwrites (removes the Manage Roles requirement)

Gmail folders:
- Folder/label routing (gmailLabels.js) with /folder; close files to Complete

Config:
- Remove ~56 stale .env keys for long-removed features; refresh stale copy

Docs:
- Design specs for folder routing, email-flow toggle, and per-staff metrics
---
 .env.example                                  |  11 +-
 HOWITWORKS.md                                 |   4 +-
 broccolini-discord.js                         |   8 +-
 commands/register.js                          |  35 +++
 config.js                                     |  14 +-
 .../2026-06-03-email-flow-toggle-design.md    | 124 ++++++++++
 .../2026-06-03-gmail-folder-routing-design.md | 217 ++++++++++++++++++
 .../2026-06-04-per-staff-metrics-design.md    | 176 ++++++++++++++
 gmail-poll.js                                 |  46 ++--
 handlers/buttons.js                           |  14 +-
 handlers/commands/close.js                    |  11 +-
 handlers/commands/escalation.js               |  26 ++-
 handlers/commands/index.js                    | 103 ++++++++-
 handlers/messages.js                          |  12 +-
 services/configSchema.js                      |   8 +-
 services/debugLog.js                          |   5 +-
 services/gmail.js                             | 189 ++++++++++++---
 services/gmailLabels.js                       | 152 ++++++++++++
 tests/gmailLabels.test.js                     | 152 ++++++++++++
 19 files changed, 1224 insertions(+), 83 deletions(-)
 create mode 100644 docs/superpowers/specs/2026-06-03-email-flow-toggle-design.md
 create mode 100644 docs/superpowers/specs/2026-06-03-gmail-folder-routing-design.md
 create mode 100644 docs/superpowers/specs/2026-06-04-per-staff-metrics-design.md
 create mode 100644 services/gmailLabels.js
 create mode 100644 tests/gmailLabels.test.js

diff --git a/.env.example b/.env.example
index fc7622a..5aa01c0 100644
--- a/.env.example
+++ b/.env.example
@@ -60,8 +60,10 @@ SUPPORT_NAME=Support
 LOGO_URL=                         # URL of logo shown in embeds (optional)
 EMAIL_SIGNATURE=                  # HTML signature for outgoing emails (use \n for line breaks)
 TICKET_CLOSE_SUBJECT_PREFIX=[Resolved]
-# Email tickets only (closure email body):
+# Email tickets only (closure email body). Placeholders: {closer_name}; \n for line breaks.
 TICKET_CLOSE_MESSAGE=             # Body of closure email to customer
+# Email tickets only (escalation notification email body). Placeholders: {escalator_name}, {tier}; \n for line breaks.
+TICKET_ESCALATION_EMAIL_MESSAGE= # Body of escalation email to customer
 TICKET_CLOSE_SIGNATURE=           # Signature on closure email
 # Discord ticket closure (in-channel before transcript, transcript post, and auto-close):
 DISCORD_CLOSE_MESSAGE=            # Message in ticket channel before transcript (e.g. ... If you still need assistance, please open a new ticket.)
@@ -103,6 +105,13 @@ ALLOW_CLAIM_OVERWRITE=false
 ADMIN_ID=                                 # Discord user ID of the bot admin (for Gmail OAuth failure DMs)
 FORCE_CLOSE_TIMER_SECONDS=60              # Seconds to wait before force-closing a ticket (default 60)
 GMAIL_POLL_INTERVAL_SECONDS=30            # Gmail poll interval in seconds (default 30)
+GMAIL_POLL_ENABLED=                       # Inbound email flow master switch; "false" disables polling (default on). Toggle at runtime with /email on|off
+GMAIL_LABEL_TRIAGE=                        # Gmail label for newly created tickets (default "Triage"); auto-created if missing
+GMAIL_LABEL_ESCALATED=                     # Gmail label for escalated tickets (default "Escalated")
+GMAIL_LABEL_RESOLVED=                      # Gmail label for resolved/closed tickets (default "Resolved")
+GMAIL_LABEL_FOR_JAKE=                      # /folder option (default "For Jake")
+GMAIL_LABEL_DASHBOARD_ERRORS=              # /folder option (default "Dashboard Errors")
+GMAIL_LABEL_PARTNERSHIP_OFFERS=            # /folder option (default "Partnership Offers")
 GMAIL_LOG_CHANNEL_ID=                     # Channel for Gmail poll activity logs
 AUTOMATION_LOG_CHANNEL_ID=                # Channel for auto-close/auto-unclaim/reminder logs
 RENAME_LOG_CHANNEL_ID=                    # Channel for channel rename queue logs
diff --git a/HOWITWORKS.md b/HOWITWORKS.md
index deb82ca..3bcf2e3 100644
--- a/HOWITWORKS.md
+++ b/HOWITWORKS.md
@@ -3,7 +3,7 @@
 Broccolini Bot is a single Node.js process. It does three things at once:
 
 1. **Listens to Discord** — slash commands, button clicks, modals, ticket-channel messages.
-2. **Polls Gmail** — every N seconds, pulls unread `category:primary` mail and turns each thread into a Discord ticket channel.
+2. **Polls Gmail** — every N seconds, pulls unread `in:inbox` mail and turns each thread into a Discord ticket channel.
 3. **Serves a couple of HTTP endpoints** — a public healthcheck and an internal config/control API.
 
 State lives in MongoDB via Mongoose. There is no queue/worker tier and no public REST API.
@@ -27,7 +27,7 @@ Every `setInterval` in the `ready` block is wrapped through `trackInterval(...)`
 
 `gmail-poll.js`:
 
-1. Lists unread messages in `category:primary`.
+1. Lists unread messages in `in:inbox` (excludes Spam, Trash, and anything filter-skipped from the inbox).
 2. For each thread, looks up an existing `Ticket` by `gmailThreadId`. If none, creates a Discord channel under `TICKET_CATEGORY_ID` (or an overflow category if the main is full at Discord's 50-channel limit) and inserts a `Ticket` document.
 3. Posts a welcome embed + action row (Close / Claim / Escalate) into the channel and pings `ROLE_ID_TO_PING`.
 4. On subsequent emails in the same thread, just appends the new message to the existing channel.
diff --git a/broccolini-discord.js b/broccolini-discord.js
index c103764..c5628e4 100644
--- a/broccolini-discord.js
+++ b/broccolini-discord.js
@@ -207,8 +207,12 @@ client.once('ready', async () => {
 
   registerCommands().catch(console.error);
 
-  gmailPollInterval = trackInterval(setInterval(() => poll(client), CONFIG.GMAIL_POLL_INTERVAL_MS));
-  poll(client);
+  if (CONFIG.GMAIL_POLL_ENABLED) {
+    gmailPollInterval = trackInterval(setInterval(() => poll(client), CONFIG.GMAIL_POLL_INTERVAL_MS));
+    poll(client);
+  } else {
+    console.log('Gmail poll disabled by config (GMAIL_POLL_ENABLED=false) — inbox will not be polled. Enable with /email on.');
+  }
 
   if (CONFIG.AUTO_CLOSE_ENABLED) {
     trackInterval(setInterval(() => checkAutoClose(client, sendTicketClosedEmail), 60 * 60 * 1000));
diff --git a/commands/register.js b/commands/register.js
index 8b7f726..c03ae67 100644
--- a/commands/register.js
+++ b/commands/register.js
@@ -368,6 +368,41 @@ async function registerCommands() {
           )
       ),
 
+    new SlashCommandBuilder()
+      .setName('email')
+      .setDescription('Turn the inbound email flow (Gmail polling) on or off, or check its status')
+      .setContexts([InteractionContextType.Guild])
+      .setIntegrationTypes([ApplicationIntegrationType.GuildInstall])
+      .setDefaultMemberPermissions(PermissionFlagsBits.ManageGuild)
+      .addSubcommand(sub =>
+        sub.setName('on').setDescription('Start polling the inbox and creating tickets from email')
+      )
+      .addSubcommand(sub =>
+        sub.setName('off').setDescription('Stop polling the inbox (outbound emails still send)')
+      )
+      .addSubcommand(sub =>
+        sub.setName('status').setDescription('Show whether the inbound email flow is on or off')
+      ),
+
+    new SlashCommandBuilder()
+      .setName('folder')
+      .setDescription("Move this ticket's email thread into a Gmail folder")
+      .setContexts([InteractionContextType.Guild])
+      .setIntegrationTypes([ApplicationIntegrationType.GuildInstall])
+      .setDefaultMemberPermissions(PermissionFlagsBits.ManageMessages)
+      .addStringOption(opt =>
+        opt
+          .setName('destination')
+          .setDescription('Target folder')
+          .setRequired(true)
+          .addChoices(
+            { name: 'For Jake', value: 'FOR_JAKE' },
+            { name: 'Spam', value: 'SPAM' },
+            { name: 'Dashboard Errors', value: 'DASHBOARD_ERRORS' },
+            { name: 'Partnership Offers', value: 'PARTNERSHIP_OFFERS' }
+          )
+      ),
+
     new SlashCommandBuilder()
       .setName('cancel-close')
       .setDescription('Cancel a pending force-close countdown')
diff --git a/config.js b/config.js
index b3e9d9f..640a0e4 100644
--- a/config.js
+++ b/config.js
@@ -36,9 +36,11 @@ const CONFIG = {
   EMAIL_ESCALATED3_CHANNEL_ID: process.env.EMAIL_ESCALATED3_CHANNEL_ID || null,
   DISCORD_ESCALATED3_CHANNEL_ID: process.env.DISCORD_ESCALATED3_CHANNEL_ID || null,
   ESCALATION_MESSAGE: process.env.ESCALATION_MESSAGE || 'Your ticket has been escalated.\n\nA senior {support_name} will be here to assist as soon as possible.',
+  // Email tickets only (escalation notification email body). Placeholders: {escalator_name}, {tier}.
+  TICKET_ESCALATION_EMAIL_MESSAGE: process.env.TICKET_ESCALATION_EMAIL_MESSAGE || '{escalator_name} escalated this ticket to {tier}.',
   TICKET_CLOSE_SUBJECT_PREFIX: process.env.TICKET_CLOSE_SUBJECT_PREFIX || '[Resolved]',
   // Email tickets only (closure email body):
-  TICKET_CLOSE_MESSAGE: process.env.TICKET_CLOSE_MESSAGE || 'This ticket has been marked as resolved. If you would like to re-open this issue, please reply to this email.',
+  TICKET_CLOSE_MESSAGE: process.env.TICKET_CLOSE_MESSAGE || '{closer_name} has marked this ticket as resolved. If you would like to re-open this issue, please reply to this email.',
   TICKET_CLOSE_SIGNATURE: process.env.TICKET_CLOSE_SIGNATURE || 'Thank you for using Indifferent Broccoli.',
   // Discord ticket closure (in-channel and transcript):
   DISCORD_CLOSE_MESSAGE: process.env.DISCORD_CLOSE_MESSAGE || 'This ticket has been closed. A transcript has been saved. If you still need assistance, please open a new ticket.',
@@ -75,6 +77,16 @@ const CONFIG = {
   ADMIN_ID: process.env.ADMIN_ID || null,
   FORCE_CLOSE_TIMER: toInt(process.env.FORCE_CLOSE_TIMER_SECONDS, 60),
   GMAIL_POLL_INTERVAL_MS: toInt(process.env.GMAIL_POLL_INTERVAL_SECONDS, 30) * 1000,
+  // Inbound email flow master switch. Absent/anything-but-"false" => on, so
+  // existing deployments keep polling with no .env change. Toggle via /email.
+  GMAIL_POLL_ENABLED: process.env.GMAIL_POLL_ENABLED !== 'false',
+  // Gmail "folder" (label) names for ticket-lifecycle routing — see services/gmailLabels.js.
+  GMAIL_LABEL_TRIAGE: process.env.GMAIL_LABEL_TRIAGE || 'Triage',
+  GMAIL_LABEL_ESCALATED: process.env.GMAIL_LABEL_ESCALATED || 'Escalated',
+  GMAIL_LABEL_RESOLVED: process.env.GMAIL_LABEL_RESOLVED || 'Resolved',
+  GMAIL_LABEL_FOR_JAKE: process.env.GMAIL_LABEL_FOR_JAKE || 'For Jake',
+  GMAIL_LABEL_DASHBOARD_ERRORS: process.env.GMAIL_LABEL_DASHBOARD_ERRORS || 'Dashboard Errors',
+  GMAIL_LABEL_PARTNERSHIP_OFFERS: process.env.GMAIL_LABEL_PARTNERSHIP_OFFERS || 'Partnership Offers',
   STAFF_THREAD_ENABLED: process.env.STAFF_THREAD_ENABLED === 'true',
   STAFF_THREAD_NAME: process.env.STAFF_THREAD_NAME || 'Staff Discussion',
   STAFF_THREAD_AUTO_ADD_ROLE: process.env.STAFF_THREAD_AUTO_ADD_ROLE === 'true',
diff --git a/docs/superpowers/specs/2026-06-03-email-flow-toggle-design.md b/docs/superpowers/specs/2026-06-03-email-flow-toggle-design.md
new file mode 100644
index 0000000..725a5f1
--- /dev/null
+++ b/docs/superpowers/specs/2026-06-03-email-flow-toggle-design.md
@@ -0,0 +1,124 @@
+# Email Flow Toggle — Design
+
+**Date:** 2026-06-03
+**Status:** Approved (design); pending implementation plan
+
+## Goal
+
+A staff slash command to turn the **inbound** email flow on and off at runtime, with the state surviving container restarts.
+
+- **ON** — Gmail polling runs as today: reads the inbox, creates/append ticket channels, runs all downstream features.
+- **OFF** — Polling stops entirely. The mailbox is **never read** (inbox untouched). No new tickets are created from email.
+- **Outbound is unaffected** in both states — ticket-close emails, Gmail replies, and notification emails still send when staff act on existing tickets. (Decision: "off" scopes to inbound polling only.)
+- **Persists across restarts** — the off-state is honored on the next boot. (Decision: persisted, not runtime-only.)
+
+Discord-originated tickets are independent of email polling and are unaffected by this toggle.
+
+## Decisions (locked)
+
+| Decision | Choice |
+|----------|--------|
+| Scope of OFF | Inbound polling only; outbound email still sends |
+| Persistence | Persist to `.env` via existing config-persistence path; honored on boot |
+| Command shape | New dedicated `/email on\|off\|status` command (Approach A) |
+| Existing `/gmailpoll` | Guarded so it cannot silently re-enable polling while flow is OFF |
+
+Rejected: folding into `/gmailpoll` subcommands (needless churn to a working command); sentinel interval `/gmailpoll 0` (poor discoverability).
+
+## Architecture
+
+Single source of truth: a new boolean config flag `GMAIL_POLL_ENABLED` (default **true**). The live poll timer (`gmailPollInterval` in `broccolini-discord.js`) is started/stopped to match the flag.
+
+### 1. Config flag — `GMAIL_POLL_ENABLED`
+
+- **`config.js`** — add:
+  ```js
+  GMAIL_POLL_ENABLED: process.env.GMAIL_POLL_ENABLED !== 'false',
+  ```
+  Undefined/absent → `true`, so existing deployments keep polling with no `.env` change required.
+- **`services/configSchema.js`** — add `'GMAIL_POLL_ENABLED'` to `ALLOWED_CONFIG_KEYS`. The existing `/ENABLED$/` rule in `inferType()` already classifies it as a boolean validator, so the settings site can also toggle it (bonus, no extra work).
+
+### 2. Boot gate
+
+In `broccolini-discord.js` (`client.once('ready')`, currently ~lines 210-211), only start the poll when enabled:
+
+```js
+if (CONFIG.GMAIL_POLL_ENABLED) {
+  gmailPollInterval = trackInterval(setInterval(() => poll(client), CONFIG.GMAIL_POLL_INTERVAL_MS));
+  poll(client);
+} else {
+  console.log('Gmail poll disabled by config (GMAIL_POLL_ENABLED=false)');
+}
+```
+
+When disabled, `gmailPollInterval` stays `null` — no timer is registered in `activeIntervals`, nothing reads the inbox.
+
+### 3. `/email` command
+
+- **Registration** — `commands/register.js`: a `SlashCommandBuilder` named `email` with three subcommands (`on`, `off`, `status`), `setDefaultMemberPermissions(PermissionFlagsBits.ManageMessages)` to match sibling commands.
+- **Dispatch** — add `email: handleEmail` to `COMMAND_HANDLERS` in `handlers/commands/index.js`. Staff-gated automatically via `requireStaffRole()` at the dispatcher entry.
+- **Handler** — `handleEmail(interaction)`:
+  - `on`:
+    1. `applyConfigUpdates({ GMAIL_POLL_ENABLED: true })` (updates runtime `CONFIG` **and** writes `.env`).
+    2. Clear the auth-suspend latch via `require('../../gmail-poll').setPollSuspended(false)` so a prior `invalid_grant` suspend doesn't keep polling dead. If auth is still broken, the next cycle re-suspends and DMs admin, exactly as today.
+    3. `setGmailPollInterval(CONFIG.GMAIL_POLL_INTERVAL_MS)` to start the live timer.
+    4. Reply (ephemeral): "Email flow is now **on**."
+  - `off`:
+    1. `applyConfigUpdates({ GMAIL_POLL_ENABLED: false })`.
+    2. `clearGmailPollInterval()`.
+    3. Reply (ephemeral): "Email flow is now **off** — the inbox will not be polled. Outbound emails still send."
+  - `status`:
+    - Report `CONFIG.GMAIL_POLL_ENABLED`, the current interval (`CONFIG.GMAIL_POLL_INTERVAL_MS / 1000`s), and whether polling is currently suspended by an auth error.
+  - On `on`/`off`, fire `logTicketEvent('Email flow toggled', [...], interaction).catch(() => {})` — fire-and-forget, matching `/gmailpoll`.
+
+`applyConfigUpdates` is called in-process (the command runs inside the bot), reusing the same path the internal API uses — no HTTP round-trip.
+
+### 4. Guard `/gmailpoll` against silent re-enable
+
+`handleGmailPoll` currently calls `setGmailPollInterval(ms)`, which *starts* the timer. While flow is OFF that would silently re-enable polling. Change it so that when `CONFIG.GMAIL_POLL_ENABLED` is false:
+- update the interval in memory only (`CONFIG.GMAIL_POLL_INTERVAL_MS = ms`) — matching `/gmailpoll`'s existing runtime-only model (it has never persisted to `.env`), but
+- do **not** start the live timer, and
+- reply: "Interval saved (`<n>`s), but the inbound email flow is currently **off** — it will apply when you run `/email on`."
+
+When flow is ON, `/gmailpoll` behaves exactly as today.
+
+## Data flow
+
+```
+/email off ──> applyConfigUpdates({GMAIL_POLL_ENABLED:false})  ──> CONFIG updated + .env written
+           └─> clearGmailPollInterval()                        ──> live timer stopped, gmailPollInterval=null
+                                                                    (no inbox reads)
+
+restart ──> config.js reads GMAIL_POLL_ENABLED=false ──> ready gate skips poll start ──> stays off
+
+/email on  ──> applyConfigUpdates({GMAIL_POLL_ENABLED:true})   ──> CONFIG updated + .env written
+           ├─> setPollSuspended(false)                         ──> clear prior auth-suspend latch
+           └─> setGmailPollInterval(interval)                  ──> live timer started, immediate poll
+```
+
+## Error handling
+
+- Command runs through `runHandler`, so any throw is logged and the user gets an ephemeral "Something went wrong."
+- `applyConfigUpdates` returns `{ applied, errors }`; if `GMAIL_POLL_ENABLED` lands in `errors` (should not, given the boolean validator), reply with the error rather than claiming success, and do not flip the live timer.
+- Logging stays fire-and-forget (`.catch(() => {})`), per Hard Rule 4.
+
+## Files touched
+
+| File | Change |
+|------|--------|
+| `config.js` | Add `GMAIL_POLL_ENABLED` (default true) |
+| `services/configSchema.js` | Add `'GMAIL_POLL_ENABLED'` to `ALLOWED_CONFIG_KEYS` |
+| `broccolini-discord.js` | Gate poll start in `ready` on the flag |
+| `commands/register.js` | Register `/email on\|off\|status` |
+| `handlers/commands/index.js` | Add `handleEmail`; guard `handleGmailPoll` |
+| `.env.example` | Document `GMAIL_POLL_ENABLED` (optional, default true) |
+
+No DB schema changes. No destructive data ops. The mailbox is never read while OFF and is never written by this feature.
+
+## Verification
+
+- `/email off` → logs show no further poll cycles; `.env` contains `GMAIL_POLL_ENABLED=false`.
+- Restart container → no polling on boot; `/email status` reports off.
+- `/email on` → poll resumes (immediate cycle), `.env` flips to `true`.
+- While OFF, `/gmailpoll 60` → interval saved, no polling starts.
+- `npm test` (covers `services/configSchema.js`); `node --check` on every edited file.
diff --git a/docs/superpowers/specs/2026-06-03-gmail-folder-routing-design.md b/docs/superpowers/specs/2026-06-03-gmail-folder-routing-design.md
new file mode 100644
index 0000000..f1eee12
--- /dev/null
+++ b/docs/superpowers/specs/2026-06-03-gmail-folder-routing-design.md
@@ -0,0 +1,217 @@
+# Gmail Folder Routing — Design
+
+**Date:** 2026-06-03
+**Status:** Approved (design); pending implementation
+
+## Goal
+
+Route a ticket's Gmail thread into Gmail "folders" (labels) as the ticket moves
+through its lifecycle, plus a manual `/folder` command for ad-hoc filing.
+
+- On **ticket creation**, the source email thread goes into a **Triage** folder
+  (instead of the current plain archive).
+- On **escalation**, the thread moves to an **Escalated** folder.
+- On **resolution** (close), the thread moves to a **Resolved** folder.
+- A **`/folder`** slash command lets staff move the current ticket's thread to one
+  of four manual folders: **For Jake**, **Spam**, **Dashboard Errors**,
+  **Partnership Offers**.
+
+Discord-originated tickets (`gmailThreadId` prefixed `discord-`) have no Gmail
+thread and are untouched by all of the above.
+
+## Decisions (locked)
+
+| Decision | Choice |
+|----------|--------|
+| Folder semantics | **Exclusive** — moving to a folder removes every other managed label and drops the thread out of the Inbox. A thread lives in exactly one managed folder. |
+| "Spam" target | Gmail's **built-in system `SPAM`** label (trains the filter, hides from normal views). |
+| Label names | **Configurable via `.env`**, defaulting to the names above. |
+| Missing labels | **Auto-created** on first use (idempotent, cached). The system `SPAM` label is never created. |
+| `/folder` options | Exactly the **4 manual folders**. Triage/Escalated/Resolved are lifecycle-driven only, not manually selectable. |
+| De-escalation | **Leaves the folder as Escalated** — no auto-move back. |
+
+Gmail labels are additive by nature; "exclusive folder" behavior is synthesized by
+always removing the other managed labels on every move (removing an absent label is
+a no-op, so this is safe and idempotent).
+
+## Architecture
+
+### 1. New module — `services/gmailLabels.js`
+
+Single home for all label logic. Folders defined by logical key:
+
+| Key | Source | Default name |
+|-----|--------|--------------|
+| `TRIAGE` | `CONFIG.GMAIL_LABEL_TRIAGE` (`.env GMAIL_LABEL_TRIAGE`) | `Triage` |
+| `ESCALATED` | `CONFIG.GMAIL_LABEL_ESCALATED` | `Escalated` |
+| `RESOLVED` | `CONFIG.GMAIL_LABEL_RESOLVED` | `Resolved` |
+| `FOR_JAKE` | `CONFIG.GMAIL_LABEL_FOR_JAKE` | `For Jake` |
+| `DASHBOARD_ERRORS` | `CONFIG.GMAIL_LABEL_DASHBOARD_ERRORS` | `Dashboard Errors` |
+| `PARTNERSHIP_OFFERS` | `CONFIG.GMAIL_LABEL_PARTNERSHIP_OFFERS` | `Partnership Offers` |
+| `SPAM` | built-in system label `SPAM` | (not configurable) |
+
+`MANAGED_USER_KEYS` = all keys except `SPAM` (these are the user labels whose IDs
+get resolved/created and which participate in the remove-others set).
+
+**Exports:**
+
+- `moveThreadToFolder(threadId, folderKey, gmail = getGmailClient())` — the one
+  operation everything calls.
+  1. Resolve the target label ID (`resolveLabelId`), and the IDs of all managed
+     user labels (to build the remove set).
+  2. `addLabelIds = [targetId]`.
+  3. `removeLabelIds = [all managed user-label IDs except target] + ['INBOX', 'UNREAD']`
+     (computed by `computeLabelMutation`). For `SPAM` target, the user labels are
+     all removed and `SPAM` is added; `INBOX`/`UNREAD` removed as usual.
+  4. `await gmail.users.threads.modify({ userId: 'me', id: threadId, requestBody: { addLabelIds, removeLabelIds } })`.
+  - On a `400` "invalid label" (stale cached ID for a label deleted in Gmail),
+    clear the cache and retry once.
+
+- `resolveLabelId(gmail, key)` — returns the Gmail label ID for a key.
+  - `SPAM` short-circuits to `'SPAM'`.
+  - Otherwise: check the module-scoped name→ID cache; on miss, `users.labels.list`
+    and match by name (case-sensitive, Gmail's behavior); if still absent,
+    `users.labels.create` it (`labelListVisibility: 'labelShow'`,
+    `messageListVisibility: 'show'`) and cache the new ID.
+
+- `computeLabelMutation(targetKey, idByKey)` — **pure** function returning
+  `{ addLabelIds, removeLabelIds }`. Split out for unit testing without the network.
+
+**Caching:** module-scoped `Map` of label-name → ID, populated lazily. Cleared and
+re-fetched on a stale-label error.
+
+**Client:** `getGmailClient` is required from `services/gmail.js` (acyclic —
+`gmail.js` does not depend on `gmailLabels.js`). Callers that already hold a client
+(the poll loop) pass it in; others let the default create one.
+
+### 2. Triage on ticket creation — `gmail-poll.js`
+
+Today every processed message hits `markGmailMessageRead` (strips `INBOX`+`UNREAD`)
+at the shared bottom of the per-message loop (~line 397). Restructure so the
+archive action is branch-specific:
+
+- **New ticket created** (and the **reopened** closed→open case, which runs in the
+  create branch) → `await moveThreadToFolder(parsed.threadId, 'TRIAGE', gmail)`.
+- **Follow-up to an existing open ticket** (the `if (ticketChan)` append branch) →
+  keep `markGmailMessageRead(gmail, msgRef)`. A reply on a thread already filed
+  under "For Jake"/"Resolved" should not be dragged back to Triage automatically.
+- **Self / limit-exceeded / create-failure** early-`continue` paths → unchanged
+  plain archive (they already call `markGmailMessageRead` before `continue`).
+
+The shared bottom `markGmailMessageRead` call is removed; the two surviving paths
+(append, create) each archive/move explicitly.
+
+`moveThreadToFolder` on creation is awaited inside the existing try/catch; a failure
+is logged via the poll's existing error handling and does not abort the loop.
+
+### 3. Escalated hook — `handlers/commands/escalation.js`
+
+`runEscalation` is shared by the `/escalate` slash command and the tier-pick
+buttons (single hook site). Inside the existing
+`if (!isDiscordTicket && ticket.gmailThreadId)` block (where the escalation
+notification email is already sent), add:
+
+```js
+moveThreadToFolder(ticket.gmailThreadId, 'ESCALATED')
+  .catch(err => logError('gmailLabels: escalate move', err).catch(() => {}));
+```
+
+Non-fatal — a label failure never blocks the escalation. De-escalation
+(`runDeescalation`) is **not** modified.
+
+### 4. Resolved hook — two close finalizers
+
+Both finalizers set `status: 'closed'` and remain separate:
+- `handlers/commands/close.js` → `finalizeForceClose`
+- `handlers/buttons.js` → `runFinalClose`
+
+In each, for non-Discord tickets (`!ticket.gmailThreadId.startsWith('discord-')`),
+after the status update, add a non-fatal:
+
+```js
+moveThreadToFolder(ticket.gmailThreadId, 'RESOLVED')
+  .catch(err => logError('gmailLabels: resolved move', err).catch(() => {}));
+```
+
+One added line per finalizer. The move runs regardless of whether a close email is
+sent (so close-without-email still files the thread under Resolved).
+
+### 5. `/folder` command
+
+- **Registration** (`commands/register.js`): `SlashCommandBuilder` named `folder`,
+  `setDefaultMemberPermissions(ManageMessages)`, Guild context / GuildInstall, with
+  a required string option `destination` and choices:
+  - `For Jake` → `FOR_JAKE`
+  - `Spam` → `SPAM`
+  - `Dashboard Errors` → `DASHBOARD_ERRORS`
+  - `Partnership Offers` → `PARTNERSHIP_OFFERS`
+- **Dispatch** (`handlers/commands/index.js`): add `folder: handleFolder` to
+  `COMMAND_HANDLERS`; add a `/folder` line to `/help`.
+- **Handler** `handleFolder(interaction)`:
+  1. `findTicketForChannel(interaction)`; bail if none.
+  2. If `ticket.gmailThreadId.startsWith('discord-')` → ephemeral
+     "This ticket has no email thread, so it can't be moved to a Gmail folder."
+  3. Otherwise `await moveThreadToFolder(ticket.gmailThreadId, folderKey)`.
+  4. Ephemeral reply: "Moved this ticket's email thread to **<label>**."
+  5. `logTicketEvent('Email thread filed', [...], interaction).catch(() => {})`.
+  6. On error, ephemeral "Failed to move the email thread: <reason>."
+
+### 6. Config & docs
+
+- `config.js`: add the six `GMAIL_LABEL_*` keys with the default names above.
+- `.env.example`: document the six vars (default-on naming).
+- Not added to `ALLOWED_CONFIG_KEYS` — settings-site contract unchanged.
+
+## Data flow
+
+```
+inbound email (poll, flow ON)
+  └─ new ticket  ──> moveThreadToFolder(thread, TRIAGE)   [add Triage; remove others+INBOX+UNREAD]
+  └─ follow-up   ──> markGmailMessageRead(msg)            [remove INBOX+UNREAD on the new msg only]
+
+/escalate or tier button ──> runEscalation ──> moveThreadToFolder(thread, ESCALATED)
+close (slash or button)  ──> finalize       ──> moveThreadToFolder(thread, RESOLVED)
+/folder <dest>           ──> handleFolder    ──> moveThreadToFolder(thread, <dest|SPAM>)
+```
+
+Every `moveThreadToFolder` resolves IDs (creating missing user labels), then one
+`threads.modify` enforcing exclusive-folder semantics.
+
+## Error handling
+
+- Lifecycle hooks (Triage/Escalated/Resolved) are non-fatal `.catch` — Gmail
+  problems never block ticket flow. Errors logged via `logError`.
+- `/folder` surfaces failures to the invoking staffer ephemerally.
+- Stale cached label ID → one cache-clear + retry inside `moveThreadToFolder`.
+- Label operations are independent of `CONFIG.GMAIL_POLL_ENABLED` (the `/email`
+  toggle): they are explicit staff/lifecycle actions, not polling. Triage-on-create
+  only fires during polling, so it is naturally inert while the flow is off.
+
+## Files touched
+
+| File | Change |
+|------|--------|
+| `services/gmailLabels.js` | **New** — folder defs, `moveThreadToFolder`, `resolveLabelId`, `computeLabelMutation`, cache |
+| `tests/gmailLabels.test.js` | **New** — unit tests for mutation logic + label resolution |
+| `config.js` | Add six `GMAIL_LABEL_*` config keys (defaults) |
+| `.env.example` | Document the six label-name vars |
+| `gmail-poll.js` | Triage on create/reopen; keep plain archive for follow-ups & non-ticket paths |
+| `handlers/commands/escalation.js` | `runEscalation`: move thread to Escalated (non-fatal) |
+| `handlers/commands/close.js` | `finalizeForceClose`: move thread to Resolved (non-fatal) |
+| `handlers/buttons.js` | `runFinalClose`: move thread to Resolved (non-fatal) |
+| `commands/register.js` | Register `/folder` with 4 choices |
+| `handlers/commands/index.js` | `handleFolder` + dispatch entry + `/help` line |
+
+No DB schema changes. No destructive data ops — `threads.modify` only relabels;
+nothing is deleted or trashed. (Moving to `SPAM` is reversible from Gmail.)
+
+## Verification
+
+- `npm test` — existing suite plus new `tests/gmailLabels.test.js`
+  (`computeLabelMutation` exclusivity; `resolveLabelId` cache-hit / create-on-miss /
+  SPAM short-circuit, with a fake gmail client).
+- `node --check` on every edited file.
+- Manual (post-deploy): create an email ticket → its thread lands in Triage and
+  leaves the inbox; `/escalate` → Escalated; `/folder For Jake` → For Jake (and out
+  of Escalated); close → Resolved. Discord ticket → `/folder` reports no email
+  thread.
diff --git a/docs/superpowers/specs/2026-06-04-per-staff-metrics-design.md b/docs/superpowers/specs/2026-06-04-per-staff-metrics-design.md
new file mode 100644
index 0000000..26ef7d6
--- /dev/null
+++ b/docs/superpowers/specs/2026-06-04-per-staff-metrics-design.md
@@ -0,0 +1,176 @@
+# Per-Staff Metrics & Ticket Analytics — Design
+
+**Date:** 2026-06-04
+**Status:** Approved (design); implementation pending
+**Component:** broccolini-bot
+
+## Goal
+
+Capture per-staff and per-ticket activity as a durable, event-sourced log, and
+expose a useful subset via a `/stats` command. The event log is the foundation
+for a future analytics dashboard on the tickets website (graphs, timing
+analyses, busiest-time heatmaps, per-game and per-emailer reporting).
+**Principle: collect rich data now** (history cannot be backfilled); `/stats` v1
+surfaces the count metrics; timing/temporal metrics are collected but displayed
+on the website later.
+
+Because it is event-sourced, interpretation questions (does a reopen revoke
+resolution credit? does time-open reset?) do **not** need a single baked-in
+answer — events are recorded with timestamps and the query layer decides.
+
+## Metrics
+
+### Counts (shown in `/stats` v1, per staff member)
+- **Claims**; **claims while escalated, by tier** (`claim` events with `tier > 0`)
+- **Closes** performed by the staff member
+- **Resolved (credit)** — closes where the staff member was the **claimer**
+- **Escalations** / **De-escalations**, by tier
+- **Unclaimed-at-close** — closes where the ticket had no claimer
+- **Transfers** (initiated / received); **Reopens** (rate)
+- Every count sliceable **email vs discord** and by **priority**
+
+### Ticket volume & temporal (derived from `Ticket` collection)
+- Total tickets, **email vs discord**, over a window.
+- **Busiest times** — distribution of `createdAt` by hour-of-day and day-of-week
+  (and `closedAt` similarly). Stored as full UTC datetimes; website buckets/TZ-adjusts.
+
+### Timing (collected now; website-only display in v1)
+Derived from event timestamps + `ticket.createdAt` / `closedAt`:
+- time to first staff response; time to claim; time open (created → closed)
+- time to escalation; time to first response & to claim after escalation
+- time to close after escalation; total time open across reopen cycles
+
+## Ticket source & tier
+
+- **Source:** `discord` if `gmailThreadId` starts with `discord-`/`discord-msg-`, else `email`. Denormalized as `ticketType` on every event.
+- **Requester:** email tickets are attributed to `senderEmail`; discord tickets to the creator's `creatorId`. Both denormalized onto events so per-emailer (email) and per-user (discord) reporting work, sliceable by source.
+- **Tier** (existing convention): `0` normal, `1` → "Tier 2 Support", `2` → "Tier 3 Support". Events store raw numeric `tier`; `/stats` mirrors the labels.
+
+## Data model
+
+### New model `StaffAction` (event log, in `models.js`)
+
+```
+{
+  staffId:       String,   // actor's Discord user ID ('system' for automated)
+  type:          String,   // 'claim'|'response'|'escalate'|'deescalate'|'close'|'reopen'|'transfer'
+  tier:          Number,   // ticket escalationTier at the moment (0 if none)
+  ticketType:    String,   // 'email' | 'discord'
+  priority:      String,   // ticket priority at the moment
+  game:          String,   // detected game (denormalized)
+  senderEmail:   String,   // requester for EMAIL tickets (denormalized)
+  creatorId:     String,   // requester for DISCORD tickets — creator's user ID (denormalized)
+  gmailThreadId: String,   // ticket linkage / per-ticket timeline join key
+  guildId:       String,
+  createdAt:     Date,      // default: Date.now (function reference)
+
+  // close-only:
+  closerType:    String,   // 'staff' | 'user' | 'system'
+  resolverId:    String,   // ticket.claimerId at close (credit); null if unclaimed
+  wasClaimed:    Boolean,   // false → unclaimed-at-close
+
+  // transfer-only:
+  fromId:        String,    // previous claimer
+  toId:          String     // new claimer
+}
+```
+
+For `close`, `staffId` = the closer, `resolverId` = the claimer credited.
+For `transfer`, `staffId` = who ran `/transfer`.
+For `reopen`, `staffId` = `'system'` (customer email reply re-opens the thread).
+
+Indexes: `{ staffId: 1, createdAt: -1 }` and `{ gmailThreadId: 1, createdAt: 1 }`.
+
+### `Ticket` schema changes
+- `game: String` — set at creation from existing `detectGame(subject, rawBody)`.
+- `closedAt: Date` — set when a ticket is closed (robust source for time-open /
+  busiest-close-times even if events are pruned).
+
+## Recording
+
+New `services/staffStats.js` → `recordAction(staffId, type, payload)`,
+fire-and-forget (`.catch(() => {})`), never blocking the action. `ticketType`,
+`priority`, `game`, `senderEmail` read from the ticket being acted on.
+
+**Idempotency (correctness requirement):** record an event **only on a successful
+state transition** — a claim that actually set the claimer, a close that actually
+closed, an escalate that changed tier. No-op / rejected / double-click
+interactions must not produce events.
+
+| Event        | Site                                                  | Notes |
+|--------------|-------------------------------------------------------|-------|
+| `claim`      | `handlers/buttons.js` `handleClaimButton`             | only if claim succeeds; `tier` = current |
+| `response`   | `handlers/messages.js` `handleDiscordReply`           | only when author `isStaff`; email & discord; before the email-only early return |
+| `escalate`   | `handlers/commands/escalation.js` `runEscalation`     | `tier` = new tier |
+| `deescalate` | `handlers/commands/escalation.js` `runDeescalation`   | `tier` = new tier |
+| `transfer`   | `handlers/commands/index.js` `handleTransfer`         | `fromId` = old claimer, `toId` = target, actor = runner |
+| `close`      | `handlers/buttons.js` `runFinalClose`                 | sets `closerType`/`resolverId`/`wasClaimed`; also set `ticket.closedAt` |
+| `close`      | `handlers/commands/close.js` `finalizeForceClose`     | capture closer ID via `pendingCloses` (store `interaction.user.id` at countdown start) |
+| `reopen`     | `gmail-poll.js` reopen path (`existing.status === 'closed'`) | `staffId='system'`, customer-driven |
+
+Auto-close (`services/tickets.js`) and orphan-channel reconcile / auto-unclaim
+closes → `close` with `closerType: 'system'`, `staffId: 'system'`, preserving
+`resolverId`/`wasClaimed` so resolution credit and unclaimed-at-close still count
+without attributing a human.
+
+`response` volume: record each staff reply (low volume); "first response" =
+`min(createdAt)`; "after escalation" = first `response` after the `escalate` event.
+
+## `/stats` command
+
+Registered in `commands/register.js`; handler in the commands layer.
+
+- `period` — string, **autocomplete + free text**, default **30 days**. Suggestions:
+  `7 days`, `30 days`, `3 months`, `6 months`, `1 year`. Parses `<n>d/w/m/mo/y` and
+  bare number = days; unparseable → 30 days.
+- `member` — optional user.
+- `source` — optional choice: **all** (default) / **email** / **discord**. Filters
+  every metric by `ticketType`, so the same command shows combined stats or a
+  single channel's stats.
+
+Gating: `setDefaultMemberPermissions(ManageMessages)` + `requireStaffRole`,
+ephemeral. No `member` → caller's own; `member` set → only if caller ∈
+`STATS_ADMIN_IDS`, else "You can only view your own stats."
+
+The command shows the **full** count metric set (not a trimmed subset); `source`
+toggles between combined and per-channel views. Aggregation: MongoDB pipeline over
+`StaffAction` (+ `Ticket` for volume) filtered by actor, `createdAt >= now - window`,
+and optional `ticketType`, grouped by `type`/`tier`/`ticketType`/`priority`.
+
+### Display (embed, v1 — counts)
+```
+📊 Stats — @member · last 30 days        (email 30 · discord 12)
+Claimed: 42        (while escalated — Tier 2: 5 · Tier 3: 1)
+Closed: 38         (unclaimed: 4)
+Resolved (credited): 35
+Escalated:         Tier 2: 4 · Tier 3: 1
+De-escalated:      Tier 2: 1 · Tier 3: 0
+Transfers: in 2 · out 3       Reopens (their resolved tickets): 1
+```
+Timing/busiest-times not shown in v1 — collected for the website.
+
+## Configuration
+```
+STATS_ADMIN_IDS=321754640431710226,691678135527276614,224692549225283584
+```
+(chicken, broccoli, ketchup) — comma-separated; users allowed to view others' stats.
+
+## Non-goals (v1)
+- Tag / Gmail-folder / canned-response usage tracking (dropped).
+- Unclaim-action tracking (we track unclaimed-*at-close*).
+- Multi-staff leaderboard (per-member view only).
+- Website dashboard, graphs, timing/busiest-time displays, per-game/per-emailer
+  reports, internal-API stats endpoint. **Deferred** — data captured now.
+- SLA / business-hours adjustment of timings (website computes from raw UTC).
+- Event-log pruning (volume is low; revisit if needed).
+
+## Verification
+- Unit: period parser; aggregation shaping (counts by type/tier/ticketType/priority;
+  resolved-credit; unclaimed-at-close; transfer in/out; reopen).
+- Unit: idempotency — no event on no-op claim/close.
+- Manual: run claim/respond/escalate/deescalate/transfer/close/reopen across a test
+  email ticket and a test discord ticket; confirm `StaffAction` docs and fields,
+  `ticket.game`/`closedAt`; confirm per-ticket timeline yields timing deltas;
+  `/stats` counts + email/discord split; non-admin can't view others, admin can.
+  Deploy `docker compose up --build -d`; confirm bot logs ready.
+```
diff --git a/gmail-poll.js b/gmail-poll.js
index 7ec37e7..4bbb22e 100644
--- a/gmail-poll.js
+++ b/gmail-poll.js
@@ -21,6 +21,7 @@ const {
   sanitizeEmbedText
 } = require('./utils');
 const { getGmailClient } = require('./services/gmail');
+const { moveThreadToFolder } = require('./services/gmailLabels');
 const { getNextTicketNumber, checkTicketLimits, getOrCreateTicketCategory, toDiscordSafeName, getSenderLocal } = require('./services/tickets');
 const { logError } = require('./services/debugLog');
 const { enqueueSend } = require('./services/channelQueue');
@@ -153,22 +154,11 @@ async function findOrCreateTicketChannel(guild, parsed, number) {
     const channel = await guild.channels.create({
       name: chanName,
       type: ChannelType.GuildText,
-      parent: parentCategoryId,
-      // Email tickets have no Discord creator — the customer is reachable
-      // only by email. So the only per-channel allow is the staff role; we
-      // still explicitly deny @everyone in case the category permissions
-      // are ever misconfigured to grant View Channel server-wide.
-      permissionOverwrites: [
-        { id: guild.id, deny: [PermissionFlagsBits.ViewChannel] },
-        ...(CONFIG.ROLE_ID_TO_PING ? [{
-          id: CONFIG.ROLE_ID_TO_PING,
-          allow: [
-            PermissionFlagsBits.ViewChannel,
-            PermissionFlagsBits.SendMessages,
-            PermissionFlagsBits.ReadMessageHistory
-          ]
-        }] : [])
-      ]
+      parent: parentCategoryId
+      // Permissions are inherited from the ticket category — configure that
+      // category to deny @everyone View Channel and allow the staff role, so
+      // tickets stay staff-only. Inheriting (rather than setting per-channel
+      // overwrites here) means the bot does not need the Manage Roles permission.
     });
     return { channel, parentCategoryId };
   } catch (createErr) {
@@ -277,7 +267,7 @@ async function poll(client) {
       const gmail = getGmailClient();
       const list = await gmail.users.messages.list({
         userId: 'me',
-        q: 'is:unread category:primary'
+        q: 'is:unread in:inbox'
       });
       if (!list.data.messages) return;
 
@@ -310,11 +300,15 @@ async function poll(client) {
         if (ticketChan) {
           // Append follow-up to existing channel.
           const truncatedFollowup = parsed.followupBody.slice(0, 1800);
-          // Role ping is intentional; body is attacker-controlled email content — suppress user/everyone mentions.
+          // No staff role ping; body is attacker-controlled email content — suppress all mentions.
           await enqueueSend(ticketChan, {
-            content: `<@&${CONFIG.ROLE_ID_TO_PING}>\n**New Follow-up from ${parsed.senderEmail}:**\n${truncatedFollowup}`,
-            allowedMentions: { parse: ['roles'] }
+            content: `**New Follow-up from ${parsed.senderEmail}:**\n${truncatedFollowup}`,
+            allowedMentions: { parse: [] }
           });
+          // Follow-up on an existing thread: archive the new message only. Leave
+          // whatever managed folder staff filed this thread under untouched.
+          console.log('Archiving/reading Gmail message', msgRef.id);
+          await markGmailMessageRead(gmail, msgRef);
         } else {
           // Create a new ticket channel.
           const limitCheck = await checkTicketLimits(parsed.senderEmail);
@@ -345,10 +339,9 @@ async function poll(client) {
             );
 
           const welcomeMsg = await enqueueSend(ticketChan, {
-            content: `<@&${CONFIG.ROLE_ID_TO_PING}>`,
             embeds: [ticketInfoEmbed],
             components: [buttons],
-            allowedMentions: { parse: ['roles'] }
+            allowedMentions: { parse: [] }
           });
 
           const { createStaffThread } = require('./services/staffThread');
@@ -392,10 +385,13 @@ async function poll(client) {
             },
             { upsert: true, new: true }
           ));
-        }
 
-        console.log('Archiving/reading Gmail message', msgRef.id);
-        await markGmailMessageRead(gmail, msgRef);
+          // New (or reopened) ticket: file the email thread into Triage — out of
+          // the inbox, marked read, awaiting staff action. The threads.modify also
+          // clears UNREAD, so a success archives it like markGmailMessageRead did.
+          console.log('Filing Gmail thread into Triage', parsed.threadId);
+          await moveThreadToFolder(parsed.threadId, 'TRIAGE', gmail);
+        }
       }
       authErrorNotified = false;
     } catch (e) {
diff --git a/handlers/buttons.js b/handlers/buttons.js
index 83d72f5..2f560d4 100644
--- a/handlers/buttons.js
+++ b/handlers/buttons.js
@@ -24,6 +24,7 @@ const { mongoose } = require('../db-connection');
 const { CONFIG } = require('../config');
 const { makeTicketName, resolveCreatorNickname, getOrCreateTicketCategory, cleanupEmptyOverflowCategory, checkTicketCreationRateLimit, toDiscordSafeName } = require('../services/tickets');
 const { sendTicketClosedEmail } = require('../services/gmail');
+const { moveThreadToFolder } = require('../services/gmailLabels');
 const { getTicketActionRow, ticketChannelOverwrites } = require('../utils/ticketComponents');
 const { buildTranscriptText, formatDateForTranscript, renderTranscriptHeader } = require('../services/transcript');
 const { sanitizeEmbedText, truncateEmbedDescription } = require('../utils');
@@ -422,7 +423,8 @@ async function runFinalClose(interaction, ticket, sendEmail = true) {
     if (transcriptChan) {
       transcriptMsg = await enqueueSend(transcriptChan, {
         content: transcriptContent,
-        files: [file]
+        files: [file],
+        allowedMentions: { parse: [] }
       });
     }
 
@@ -447,6 +449,12 @@ async function runFinalClose(interaction, ticket, sendEmail = true) {
       { $set: { discordThreadId: null, status: 'closed' }, $unset: { welcomeMessageId: '' } }
     );
 
+    // File the email thread into the Resolved folder — non-fatal, email tickets only.
+    if (!ticket.gmailThreadId?.startsWith('discord-')) {
+      moveThreadToFolder(ticket.gmailThreadId, 'RESOLVED')
+        .catch(err => logError('gmailLabels: resolved move', err).catch(() => {}));
+    }
+
     if (transcriptMsg?.id) {
       await Transcript.create({
         gmailThreadId: ticket.gmailThreadId,
@@ -519,7 +527,7 @@ async function postCloseLogEntry(interaction, ticket, channelName) {
   } else {
     logMsg = `Closed **${channelName}** (${ticket.senderEmail}) by ${closerMention} (${closerDisplayName})`;
   }
-  await enqueueSend(logChan, logMsg);
+  await enqueueSend(logChan, { content: logMsg, allowedMentions: { parse: [] } });
 }
 
 // ============================================================
@@ -607,7 +615,7 @@ async function handleTicketModal(interaction) {
     if (CONFIG.LOGGING_CHANNEL_ID) {
       const logChan = await interaction.client.channels.fetch(CONFIG.LOGGING_CHANNEL_ID).catch(() => null);
       if (logChan) {
-        await enqueueSend(logChan, `📝 ${channel.name} created by ${interaction.user.tag}`);
+        await enqueueSend(logChan, { content: `📝 ${channel.name} created by ${interaction.user.tag}`, allowedMentions: { parse: [] } });
       }
     }
   } catch (err) {
diff --git a/handlers/commands/close.js b/handlers/commands/close.js
index 55c0a98..43f3a43 100644
--- a/handlers/commands/close.js
+++ b/handlers/commands/close.js
@@ -11,7 +11,8 @@ const { AttachmentBuilder, MessageFlags } = require('discord.js');
 const { mongoose } = require('../../db-connection');
 const { CONFIG } = require('../../config');
 const { enqueueSend } = require('../../services/channelQueue');
-const { logTicketEvent } = require('../../services/debugLog');
+const { logTicketEvent, logError } = require('../../services/debugLog');
+const { moveThreadToFolder } = require('../../services/gmailLabels');
 const { pendingCloses } = require('../pendingCloses');
 const { findTicketForChannel } = require('../sharedHelpers');
 const { buildTranscriptText, formatDateForTranscript, renderTranscriptHeader } = require('../../services/transcript');
@@ -74,6 +75,12 @@ async function finalizeForceClose(channelRef, clientRef) {
       { $set: { status: 'closed' }, $unset: { welcomeMessageId: '' } }
     );
 
+    // File the email thread into the Resolved folder — non-fatal, email tickets only.
+    if (!freshTicket.gmailThreadId.startsWith('discord-')) {
+      moveThreadToFolder(freshTicket.gmailThreadId, 'RESOLVED')
+        .catch(err => logError('gmailLabels: resolved move', err).catch(() => {}));
+    }
+
     await enqueueSend(channelRef, 'Ticket force-closed. Archiving...');
     await postTranscript(channelRef, clientRef, freshTicket).catch(tErr =>
       console.error('Transcript error (force-close):', tErr)
@@ -106,7 +113,7 @@ async function postTranscript(channelRef, clientRef, freshTicket) {
   const openedStr = formatDateForTranscript(freshTicket.createdAt);
   const closedStr = formatDateForTranscript(new Date());
   const transcriptContent = renderTranscriptHeader(channelRef.name, freshTicket.senderEmail, openedStr, closedStr);
-  await enqueueSend(transcriptChan, { content: transcriptContent, files: [file] });
+  await enqueueSend(transcriptChan, { content: transcriptContent, files: [file], allowedMentions: { parse: [] } });
 }
 
 module.exports = { handleCloseTimer, handleCancelClose, handleForceClose };
diff --git a/handlers/commands/escalation.js b/handlers/commands/escalation.js
index 70f9920..19d12ff 100644
--- a/handlers/commands/escalation.js
+++ b/handlers/commands/escalation.js
@@ -10,6 +10,7 @@ const { mongoose } = require('../../db-connection');
 const { CONFIG } = require('../../config');
 const { makeTicketName, resolveCreatorNickname } = require('../../services/tickets');
 const { sendTicketNotificationEmail } = require('../../services/gmail');
+const { moveThreadToFolder } = require('../../services/gmailLabels');
 const { getTicketActionRow } = require('../../utils/ticketComponents');
 const { enqueueRename, enqueueMove, enqueueSend } = require('../../services/channelQueue');
 const { pinMessage } = require('../../services/pinMessage');
@@ -98,11 +99,20 @@ async function runEscalation(interaction, ticket, nextTier) {
     try {
       const escalatorName = interaction.member?.displayName || interaction.user.username;
       const tierLabel = nextTier === 1 ? 'tier 2' : 'tier 3';
-      const emailBody = `${escalatorName} escalated this ticket to ${tierLabel}.`;
+      // Editable via TICKET_ESCALATION_EMAIL_MESSAGE in .env. Placeholders:
+      // {escalator_name}, {tier}; \n for line breaks.
+      const emailBody = (CONFIG.TICKET_ESCALATION_EMAIL_MESSAGE || '')
+        .replace(/\\n/g, '\n')
+        .replace(/\{escalator_name\}/g, escalatorName)
+        .replace(/\{tier\}/g, tierLabel);
       await sendTicketNotificationEmail(ticket, emailBody, interaction.user.id);
     } catch (emailErr) {
       console.error('Escalation email failed (non-fatal):', emailErr.message);
     }
+    // File the email thread into the Escalated folder — non-fatal, never blocks
+    // the escalation.
+    moveThreadToFolder(ticket.gmailThreadId, 'ESCALATED')
+      .catch(err => logError('gmailLabels: escalate move', err).catch(() => {}));
   }
 
   if (nextTier === 2 && ticket.welcomeMessageId) {
@@ -118,9 +128,10 @@ async function runEscalation(interaction, ticket, nextTier) {
   if (logChan) {
     const ticketType = isDiscordTicket ? 'Discord' : 'Email';
     const tierLabel = nextTier === 1 ? 'tier 2' : 'tier 3';
-    await enqueueSend(logChan,
-      `${ticketType} ticket ${interaction.channel} escalated to ${tierLabel} by ${interaction.user.tag}.`
-    );
+    await enqueueSend(logChan, {
+      content: `${ticketType} ticket ${interaction.channel} escalated to ${tierLabel} by ${interaction.user.tag}.`,
+      allowedMentions: { parse: [] }
+    });
   }
 }
 
@@ -168,9 +179,10 @@ async function runDeescalation(interaction, ticket) {
   const logChan = await fetchLoggingChannel(interaction.client);
   if (logChan) {
     const ticketType = isDiscordTicket ? 'Discord' : 'Email';
-    await enqueueSend(logChan,
-      `${ticketType} ticket ${interaction.channel} de‑escalated to ${tierLabel} by ${interaction.user.tag}.`
-    );
+    await enqueueSend(logChan, {
+      content: `${ticketType} ticket ${interaction.channel} de‑escalated to ${tierLabel} by ${interaction.user.tag}.`,
+      allowedMentions: { parse: [] }
+    });
   }
 }
 
diff --git a/handlers/commands/index.js b/handlers/commands/index.js
index 0733bdc..a789b80 100644
--- a/handlers/commands/index.js
+++ b/handlers/commands/index.js
@@ -22,6 +22,8 @@ const { setNotifyDm } = require('../../services/staffSettings');
 const { makeTicketName, resolveCreatorNickname } = require('../../services/tickets');
 const { enqueueRename, enqueueMove, enqueueOverwrite, enqueueTopic, enqueueSend } = require('../../services/channelQueue');
 const { logError, logTicketEvent } = require('../../services/debugLog');
+const { applyConfigUpdates } = require('../../services/configPersistence');
+const { moveThreadToFolder, folderDisplayName } = require('../../services/gmailLabels');
 const { findTicketForChannel } = require('../sharedHelpers');
 
 const { requireStaffRole, fetchLoggingChannel } = require('./helpers');
@@ -152,7 +154,7 @@ async function handleTransfer(interaction) {
     if (logChan) {
       await enqueueSend(logChan, {
         content: `Ticket ${interaction.channel} transferred from ${interaction.user.tag} to ${member.tag}.\nReason: ${reason}`,
-        allowedMentions: { parse: ['users'] }
+        allowedMentions: { parse: [] }
       });
     }
   } catch (err) {
@@ -176,9 +178,10 @@ async function handleMove(interaction) {
 
     const logChan = await fetchLoggingChannel(interaction.client);
     if (logChan) {
-      await enqueueSend(logChan,
-        `Ticket ${interaction.channel} moved to category **${category.name}** by ${interaction.user.tag}`
-      );
+      await enqueueSend(logChan, {
+        content: `Ticket ${interaction.channel} moved to category **${category.name}** by ${interaction.user.tag}`,
+        allowedMentions: { parse: [] }
+      });
     }
   } catch (err) {
     console.error('Move error:', err);
@@ -245,6 +248,16 @@ async function handleGmailPoll(interaction) {
   // drop below 30s and trip Gmail's per-user quota under sustained load.
   const ms = Math.max(30000, requested * 1000);
   const seconds = ms / 1000;
+  // While the inbound email flow is off, setting an interval must NOT silently
+  // restart polling. Record it for this session (matches /gmailpoll's existing
+  // runtime-only model) so it applies the next time someone runs /email on.
+  if (!CONFIG.GMAIL_POLL_ENABLED) {
+    CONFIG.GMAIL_POLL_INTERVAL_MS = ms;
+    return interaction.reply({
+      content: `Interval saved (${seconds}s), but the inbound email flow is currently **off** — it will apply when you run \`/email on\`.`,
+      flags: MessageFlags.Ephemeral
+    });
+  }
   // Lazy require — broccolini-discord re-exports this and we'd otherwise cycle.
   const { setGmailPollInterval } = require('../../broccolini-discord');
   setGmailPollInterval(ms);
@@ -255,6 +268,82 @@ async function handleGmailPoll(interaction) {
   return interaction.reply({ content: `Gmail poll interval set to ${seconds} seconds.`, flags: MessageFlags.Ephemeral });
 }
 
+async function handleEmail(interaction) {
+  const sub = interaction.options.getSubcommand();
+
+  if (sub === 'status') {
+    const intervalSec = Math.round(CONFIG.GMAIL_POLL_INTERVAL_MS / 1000);
+    return interaction.reply({
+      content: `Inbound email flow is **${CONFIG.GMAIL_POLL_ENABLED ? 'on' : 'off'}**.\nPoll interval: ${intervalSec}s.`,
+      flags: MessageFlags.Ephemeral
+    });
+  }
+
+  const enable = sub === 'on';
+  // applyConfigUpdates writes both CONFIG and .env so the state survives restart.
+  const { applied, errors } = applyConfigUpdates({ GMAIL_POLL_ENABLED: enable });
+  if (!applied.includes('GMAIL_POLL_ENABLED')) {
+    const reason = (errors.find(e => e.key === 'GMAIL_POLL_ENABLED') || {}).error || 'unknown error';
+    return interaction.reply({
+      content: `Failed to turn email flow ${enable ? 'on' : 'off'}: ${reason}`,
+      flags: MessageFlags.Ephemeral
+    });
+  }
+
+  // Lazy require — broccolini-discord re-exports these and we'd otherwise cycle.
+  const { setGmailPollInterval, clearGmailPollInterval } = require('../../broccolini-discord');
+  if (enable) {
+    // Clear any auth-suspend latch so a prior invalid_grant doesn't keep polling
+    // dead. If auth is still broken, the next cycle re-suspends and DMs admin.
+    try { require('../../gmail-poll').setPollSuspended(false); } catch (_) {}
+    setGmailPollInterval(CONFIG.GMAIL_POLL_INTERVAL_MS);
+  } else {
+    clearGmailPollInterval();
+  }
+
+  logTicketEvent('Email flow toggled', [
+    { name: 'State', value: enable ? 'on' : 'off' },
+    { name: 'Set by', value: interaction.user.tag }
+  ], interaction).catch(() => {});
+
+  return interaction.reply({
+    content: enable
+      ? 'Inbound email flow is now **on** — the inbox will be polled.'
+      : 'Inbound email flow is now **off** — the inbox will not be polled. Outbound emails still send.',
+    flags: MessageFlags.Ephemeral
+  });
+}
+
+async function handleFolder(interaction) {
+  const folderKey = interaction.options.getString('destination');
+  const ticket = await findTicketForChannel(interaction);
+  if (!ticket) return;
+
+  // Discord-origin tickets have no Gmail thread to file.
+  if (ticket.gmailThreadId.startsWith('discord-')) {
+    return interaction.reply({
+      content: "This ticket has no email thread, so it can't be moved to a Gmail folder.",
+      flags: MessageFlags.Ephemeral
+    });
+  }
+
+  const label = folderDisplayName(folderKey) || 'Spam';
+  // Defer: resolving/creating labels + threads.modify can exceed the 3s window.
+  await interaction.deferReply({ flags: MessageFlags.Ephemeral });
+
+  try {
+    await moveThreadToFolder(ticket.gmailThreadId, folderKey);
+    logTicketEvent('Email thread filed', [
+      { name: 'Folder', value: label },
+      { name: 'Filed by', value: interaction.user.tag }
+    ], interaction).catch(() => {});
+    return interaction.editReply({ content: `Moved this ticket's email thread to **${label}**.` });
+  } catch (err) {
+    logError('handleFolder', err, interaction).catch(() => {});
+    return interaction.editReply({ content: `Failed to move the email thread: ${err.message}` });
+  }
+}
+
 async function handleHelp(interaction) {
   const embed = new EmbedBuilder()
     .setTitle('Ticket System - Commands')
@@ -266,7 +355,7 @@ async function handleHelp(interaction) {
       },
       {
         name: 'Ticket Management',
-        value: '`/transfer @staff [reason]` - Transfer ticket to another staff member\n`/move #category` - Move ticket to another category\n`/force-close` - Force close ticket without confirmation\n`/cancel-close` - Abort a pending force-close countdown\n`/topic <text>` - Set ticket topic/description'
+        value: '`/transfer @staff [reason]` - Transfer ticket to another staff member\n`/move #category` - Move ticket to another category\n`/force-close` - Force close ticket without confirmation\n`/cancel-close` - Abort a pending force-close countdown\n`/topic <text>` - Set ticket topic/description\n`/folder <destination>` - File this ticket\'s email into a Gmail folder'
       },
       {
         name: 'Saved Responses',
@@ -286,7 +375,7 @@ async function handleHelp(interaction) {
       },
       {
         name: 'Staff Configuration',
-        value: '`/notifydm` - Toggle DM notifications for your claimed tickets\n`/signature` - Set your email signature\n`/closetimer <seconds>` - Set the force-close countdown\n`/staffthread` - Toggle/configure per-ticket staff threads\n`/pinmessages` - Toggle auto-pinning of ticket messages\n`/gmailpoll <interval>` - Set the Gmail poll interval'
+        value: '`/notifydm` - Toggle DM notifications for your claimed tickets\n`/signature` - Set your email signature\n`/closetimer <seconds>` - Set the force-close countdown\n`/staffthread` - Toggle/configure per-ticket staff threads\n`/pinmessages` - Toggle auto-pinning of ticket messages\n`/gmailpoll <interval>` - Set the Gmail poll interval\n`/email on|off|status` - Turn the inbound email flow on/off'
       },
       {
         name: 'Right-click (Apps menu)',
@@ -313,6 +402,8 @@ const COMMAND_HANDLERS = {
   staffthread: handleStaffThread,
   pinmessages: handlePinMessages,
   gmailpoll: handleGmailPoll,
+  email: handleEmail,
+  folder: handleFolder,
   closetimer: handleCloseTimer,
   'cancel-close': handleCancelClose,
   'force-close': handleForceClose,
diff --git a/handlers/messages.js b/handlers/messages.js
index 7077df5..134f3e6 100644
--- a/handlers/messages.js
+++ b/handlers/messages.js
@@ -3,7 +3,7 @@
  */
 const { mongoose } = require('../db-connection');
 const { CONFIG } = require('../config');
-const { extractRawEmail, isStaff } = require('../utils');
+const { extractRawEmail, isStaff, getCleanBody } = require('../utils');
 const { getGmailClient, sendGmailReply } = require('../services/gmail');
 const { getNotifyDm } = require('../services/staffSettings');
 const { logError } = require('../services/debugLog');
@@ -77,6 +77,10 @@ async function handleDiscordReply(m) {
       'Support';
     const msgId =
       last.payload.headers.find(h => h.name === 'Message-ID')?.value;
+    const origDate =
+      last.payload.headers.find(h => h.name === 'Date')?.value || '';
+    const origFrom =
+      last.payload.headers.find(h => h.name === 'From')?.value || recipient;
 
     const recipientEmail = extractRawEmail(recipient).toLowerCase();
     if (!recipientEmail || recipientEmail === CONFIG.MY_EMAIL) {
@@ -84,13 +88,17 @@ async function handleDiscordReply(m) {
       return;
     }
 
+    // Quote the customer's latest inbound message beneath the staff reply.
+    const quote = { from: origFrom, date: origDate, body: getCleanBody(last.payload) };
+
     await sendGmailReply(
       ticket.gmailThreadId,
       m.content,
       recipientEmail,
       subject,
       msgId,
-      m.author.id
+      m.author.id,
+      quote
     );
   } catch (e) {
     console.error('REPLY ERROR:', e);
diff --git a/services/configSchema.js b/services/configSchema.js
index 3eaf823..942217c 100644
--- a/services/configSchema.js
+++ b/services/configSchema.js
@@ -35,17 +35,17 @@ const ALLOWED_CONFIG_KEYS = new Set([
   'BUTTON_LABEL_CLOSE', 'BUTTON_LABEL_CLAIM', 'BUTTON_LABEL_UNCLAIM',
   'BUTTON_EMOJI_CLOSE', 'BUTTON_EMOJI_CLAIM', 'BUTTON_EMOJI_UNCLAIM',
   // Branding
-  'LOGO_URL', 'SUPPORT_NAME', 'EMAIL_SIGNATURE', 'GAME_LIST',
+  'LOGO_URL', 'SUPPORT_NAME', 'GAME_LIST',
   // Toggles
   'AUTO_CLOSE_ENABLED', 'AUTO_CLOSE_AFTER_HOURS', 'AUTO_UNCLAIM_ENABLED', 'AUTO_UNCLAIM_AFTER_HOURS',
-  'ALLOW_CLAIM_OVERWRITE',
+  'ALLOW_CLAIM_OVERWRITE', 'TRANSCRIPT_DM_TO_CREATOR',
   'PRIORITY_ENABLED', 'DEFAULT_PRIORITY',
   'STAFF_THREAD_ENABLED', 'STAFF_THREAD_NAME', 'STAFF_THREAD_AUTO_ADD_ROLE', 'STAFF_THREAD_ROLE_ID',
   'PIN_INITIAL_MESSAGE_ENABLED', 'PIN_ESCALATION_MESSAGE_ENABLED', 'PIN_SUPPRESS_SYSTEM_MESSAGE',
   // Limits and thresholds
   'GLOBAL_TICKET_LIMIT',
   'RATE_LIMIT_TICKETS_PER_USER', 'RATE_LIMIT_WINDOW_MINUTES',
-  'FORCE_CLOSE_TIMER_SECONDS', 'GMAIL_POLL_INTERVAL_SECONDS',
+  'FORCE_CLOSE_TIMER_SECONDS', 'GMAIL_POLL_INTERVAL_SECONDS', 'GMAIL_POLL_ENABLED',
   // Embed colors
   'EMBED_COLOR_OPEN', 'EMBED_COLOR_CLAIMED', 'EMBED_COLOR_ESCALATED', 'EMBED_COLOR_INFO',
   'PRIORITY_HIGH_EMOJI', 'PRIORITY_MEDIUM_EMOJI', 'PRIORITY_LOW_EMOJI'
@@ -163,6 +163,8 @@ function inferType(key) {
   if (key.includes('COLOR')) return 'hex_color';
   // ROLE_ID_TO_PING has _ID mid-key — standard _ID$ pattern misses it.
   if (key === 'ROLE_ID_TO_PING') return 'discord_id';
+  // Boolean toggle whose name doesn't match the ENABLED/_ON pattern.
+  if (key === 'TRANSCRIPT_DM_TO_CREATOR') return 'boolean';
 
   // 2. Name patterns
   if (/ENABLED$|^USE_|_ON$/.test(key)) return 'boolean';
diff --git a/services/debugLog.js b/services/debugLog.js
index 0150fe6..2b4aeff 100644
--- a/services/debugLog.js
+++ b/services/debugLog.js
@@ -36,7 +36,7 @@ async function sendToChannel(channelId, embed, overrideClient) {
   if (!c || !channelId) return;
   try {
     const channel = await c.channels.fetch(channelId);
-    if (channel) await channel.send({ embeds: [embed] });
+    if (channel) await channel.send({ embeds: [embed], allowedMentions: { parse: [] } });
   } catch (_) {
     // ignore send failures
   }
@@ -59,7 +59,8 @@ async function logError(context, error, interaction = null, overrideClient = nul
     const message = redactPII(error.message || String(error));
     const stack = redactPII(error.stack || error.message || String(error)).slice(0, 1500);
     await channel.send({
-      content: `\`[${context}]\` ${message}\n${userLine}${commandLine}\n\`\`\`${stack}\`\`\``
+      content: `\`[${context}]\` ${message}\n${userLine}${commandLine}\n\`\`\`${stack}\`\`\``,
+      allowedMentions: { parse: [] }
     });
   } catch (_) {
     // ignore send failures
diff --git a/services/gmail.js b/services/gmail.js
index e9e6f1f..f8a220a 100644
--- a/services/gmail.js
+++ b/services/gmail.js
@@ -23,7 +23,6 @@ function buildCompanySigHtml() {
               Indifferent Broccoli Support<br>
               <a href="https://indifferentbroccoli.com/">https://indifferentbroccoli.com/</a><br>
               Join us on <a href="https://discord.gg/2vmfrrtvJY">Discord</a><br>
-              <br>
               <em>Host your own game server. Or not... we don't care.</em>
             </td>
           </tr>
@@ -35,7 +34,6 @@ function buildCompanySigText() {
     'Indifferent Broccoli Support',
     'https://indifferentbroccoli.com/',
     'Join us on Discord: https://discord.gg/2vmfrrtvJY',
-    '',
     "Host your own game server. Or not... we don't care."
   ].join('\n');
 }
@@ -96,23 +94,168 @@ function encodeReplySubject(baseSubject) {
 }
 
 // Compose and send a multipart/alternative reply on an existing Gmail thread.
-async function sendThreadedEmail(gmail, { threadId, recipient, encodedSubject, msgId, messageText, userId }) {
+// Build the "On <date>, <sender> wrote:" attribution line for a quoted reply.
+function formatQuoteAttribution(quote) {
+  const who = (quote.from || '').trim() || 'the sender';
+  const when = (quote.date || '').trim();
+  return when ? `On ${when}, ${who} wrote:` : `${who} wrote:`;
+}
+
+// Plain-text quoted block: attribution + each original line prefixed with "> ".
+// Returns null when there is nothing to quote.
+function buildQuoteText(quote) {
+  if (!quote || !(quote.body || '').trim()) return null;
+  const quoted = quote.body.replace(/\r\n/g, '\n').split('\n').map(l => `> ${l}`).join('\n');
+  return `${formatQuoteAttribution(quote)}\n${quoted}`;
+}
+
+// HTML quoted block. Mirrors Gmail's own reply markup (gmail_quote / gmail_attr
+// classes + the standard blockquote styling) so receiving clients recognize it
+// as quoted content and collapse it behind the "•••" toggle. Body is
+// attacker-controlled email content — escapeHtml it.
+function buildQuoteHtml(quote) {
+  if (!quote || !(quote.body || '').trim()) return '';
+  const attribution = escapeHtml(formatQuoteAttribution(quote));
+  const quotedHtml = escapeHtml(quote.body.replace(/\r\n/g, '\n')).replace(/\n/g, '<br>');
+  return `<div class="gmail_quote">` +
+    `<div dir="ltr" class="gmail_attr">${attribution}<br></div>` +
+    `<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px solid rgb(204,204,204);padding-left:1ex;">${quotedHtml}</blockquote>` +
+    `</div>`;
+}
+
+// Discord custom emoji token: <:name:id> (static) or <a:name:id> (animated).
+const DISCORD_EMOJI_RE = /<(a?):(\w+):(\d+)>/g;
+// Same token after escapeHtml has turned the angle brackets into entities.
+const DISCORD_EMOJI_RE_ESCAPED = /&lt;(a?):(\w+):(\d+)&gt;/g;
+
+// Plain-text: collapse a custom-emoji token to its :name: shortcode.
+function discordEmojiToText(s) {
+  return (s || '').replace(DISCORD_EMOJI_RE, (_m, _anim, name) => `:${name}:`);
+}
+
+// Collect the distinct custom emoji referenced in a message.
+function collectDiscordEmojis(s) {
+  const seen = new Map();
+  for (const m of (s || '').matchAll(DISCORD_EMOJI_RE)) {
+    const [, anim, name, id] = m;
+    if (!seen.has(id)) seen.set(id, { id, name, ext: anim ? 'gif' : 'png' });
+  }
+  return [...seen.values()];
+}
+
+// Fetch one emoji's bytes from Discord's CDN for inline (cid:) embedding.
+// Returns null on any failure so the caller can fall back to a remote <img>.
+async function fetchEmojiInline(emoji) {
+  try {
+    const res = await fetch(`https://cdn.discordapp.com/emojis/${emoji.id}.${emoji.ext}`);
+    if (!res.ok) return null;
+    const base64 = Buffer.from(await res.arrayBuffer()).toString('base64');
+    return { ...emoji, base64, cid: `emoji-${emoji.id}@broccolini` };
+  } catch {
+    return null;
+  }
+}
+
+// HTML: escape first (body is staff-authored but treated as untrusted), then
+// swap the now-escaped emoji tokens for an inline <img>. Prefer a cid: reference
+// (embedded part, always renders); fall back to Discord's CDN when not embedded.
+// The id is digits-only and name is \w+, so neither can break out of the attribute.
+function messageTextToHtml(s, cidById = {}) {
+  return escapeHtml(s || '')
+    .replace(DISCORD_EMOJI_RE_ESCAPED, (_m, anim, name, id) => {
+      const ext = anim ? 'gif' : 'png';
+      const src = cidById[id] ? `cid:${cidById[id]}` : `https://cdn.discordapp.com/emojis/${id}.${ext}`;
+      return `<img src="${src}" alt=":${name}:" ` +
+        `width="20" height="20" style="vertical-align: middle;">`;
+    })
+    .replace(/\n/g, '<br>');
+}
+
+// Strip Discord role mentions (<@&id>) — internal staff pings like @broccolini
+// that mean nothing to an email recipient. Collapse the whitespace left behind.
+function stripRoleMentions(s) {
+  return (s || '')
+    .replace(/<@&\d+>/g, '')
+    .replace(/[^\S\r\n]{2,}/g, ' ')
+    .replace(/[^\S\r\n]+\n/g, '\n')
+    .trim();
+}
+
+async function sendThreadedEmail(gmail, { threadId, recipient, encodedSubject, msgId, messageText, userId, quote = null }) {
   const sigBlocks = userId ? await getStaffSignatureBlocks(userId) : { text: '', html: '' };
   const safeStaffSigHtml = sigBlocks.html ? sigBlocks.html.replace(/\n/g, '<br>') : '';
   const safeStaffSigText = sigBlocks.text;
 
+  const cleanText = stripRoleMentions(messageText);
+
+  // Embed any custom emoji inline (cid:) so they render without the recipient
+  // having to load remote images. Failed fetches fall back to a remote <img>.
+  const inlineEmojis = (await Promise.all(collectDiscordEmojis(cleanText).map(fetchEmojiInline))).filter(Boolean);
+  const cidById = {};
+  for (const e of inlineEmojis) cidById[e.id] = e.cid;
+
   const htmlBody = `
     <div style="font-family: sans-serif; font-size: 14px; color: #333;">
-      <p>${escapeHtml(messageText || '').replace(/\n/g, '<br>')}</p>
+      <p>${messageTextToHtml(cleanText, cidById)}</p>
       ${safeStaffSigHtml ? `<p style="margin: 10px 0;">${safeStaffSigHtml}</p>` : ''}
       ${buildCompanySigHtml()}
+      ${buildQuoteHtml(quote)}
     </div>`;
 
-  const plainBody = [messageText || ''];
+  const plainBody = [discordEmojiToText(cleanText)];
   if (safeStaffSigText) plainBody.push('', safeStaffSigText);
   plainBody.push('', ...buildCompanySigText().split('\n'));
+  const quoteText = buildQuoteText(quote);
+  if (quoteText) plainBody.push('', quoteText);
+
+  const stamp = Date.now().toString(16);
+  const altBoundary = 'alt_' + stamp;
+  const altPart = [
+    `--${altBoundary}`,
+    'Content-Type: text/plain; charset="UTF-8"',
+    '',
+    ...plainBody,
+    '',
+    `--${altBoundary}`,
+    'Content-Type: text/html; charset="UTF-8"',
+    '',
+    htmlBody,
+    '',
+    `--${altBoundary}--`
+  ];
+
+  // With no inline images the message stays a plain multipart/alternative.
+  // With them, wrap the alternative + image parts in a multipart/related.
+  let topContentType;
+  let bodyLines;
+  if (inlineEmojis.length) {
+    const relBoundary = 'rel_' + stamp;
+    topContentType = `multipart/related; boundary="${relBoundary}"`;
+    bodyLines = [
+      `--${relBoundary}`,
+      `Content-Type: multipart/alternative; boundary="${altBoundary}"`,
+      '',
+      ...altPart,
+      ''
+    ];
+    for (const e of inlineEmojis) {
+      bodyLines.push(
+        `--${relBoundary}`,
+        `Content-Type: image/${e.ext === 'gif' ? 'gif' : 'png'}`,
+        'Content-Transfer-Encoding: base64',
+        `Content-ID: <${e.cid}>`,
+        `Content-Disposition: inline; filename="${e.name}.${e.ext}"`,
+        '',
+        ...(e.base64.match(/.{1,76}/g) || []),
+        ''
+      );
+    }
+    bodyLines.push(`--${relBoundary}--`);
+  } else {
+    topContentType = `multipart/alternative; boundary="${altBoundary}"`;
+    bodyLines = altPart;
+  }
 
-  const boundary = '000000000000' + Date.now().toString(16);
   const headers = [
     `From: ${sanitizeHeaderValue(CONFIG.MY_EMAIL)}`,
     `To: ${recipient}`,
@@ -120,24 +263,10 @@ async function sendThreadedEmail(gmail, { threadId, recipient, encodedSubject, m
     msgId && `In-Reply-To: ${msgId}`,
     msgId && `References: ${msgId}`,
     'MIME-Version: 1.0',
-    `Content-Type: multipart/alternative; boundary="${boundary}"`
+    `Content-Type: ${topContentType}`
   ].filter(Boolean);
 
-  const raw = Buffer.from([
-    ...headers,
-    '',
-    `--${boundary}`,
-    'Content-Type: text/plain; charset="UTF-8"',
-    '',
-    ...plainBody,
-    '',
-    `--${boundary}`,
-    'Content-Type: text/html; charset="UTF-8"',
-    '',
-    htmlBody,
-    '',
-    `--${boundary}--`
-  ].join('\r\n'))
+  const raw = Buffer.from([...headers, '', ...bodyLines].join('\r\n'))
     .toString('base64')
     .replace(/\+/g, '-').replace(/\//g, '_').replace(/=+$/, '');
 
@@ -164,15 +293,20 @@ async function sendTicketClosedEmail(ticket, closerName, userId = null) {
     const gmail = getGmailClient();
     const { subject, msgId } = await fetchThreadSubjectAndMsgId(gmail, ticket.gmailThreadId);
     const encodedSubject = encodeReplySubject(subject || ticket.subject || 'Support');
-    const messageText = `${closerName} has marked this ticket as resolved. If you would like to re-open this issue, please reply to this email.`;
+    // Editable via TICKET_CLOSE_MESSAGE in .env. Supports a {closer_name}
+    // placeholder and \n for line breaks.
+    const messageText = (CONFIG.TICKET_CLOSE_MESSAGE || '')
+      .replace(/\\n/g, '\n')
+      .replace(/\{closer_name\}/g, closerName);
 
+    // Closing emails intentionally omit the staff signature (userId left out)
+    // — only the resolution message and the company signature go out.
     await sendThreadedEmail(gmail, {
       threadId: ticket.gmailThreadId,
       recipient,
       encodedSubject,
       msgId,
-      messageText,
-      userId
+      messageText
     });
   } catch (err) {
     console.error('Ticket closed email error:', err);
@@ -211,7 +345,7 @@ async function sendTicketNotificationEmail(ticket, messageBody, userId = null) {
  * Send a Gmail reply on an existing thread. Caller supplies subject + messageId
  * (typically pulled from the latest non-self message in the thread).
  */
-async function sendGmailReply(threadId, replyText, recipientEmail, subject, messageId, userId = null) {
+async function sendGmailReply(threadId, replyText, recipientEmail, subject, messageId, userId = null, quote = null) {
   const safeRecipient = sanitizeHeaderValue(extractRawEmail(recipientEmail || '')).toLowerCase();
   if (!EMAIL_RE.test(safeRecipient)) {
     logError('sendGmailReply: invalid recipient', new Error(`Rejected: ${safeRecipient}`)).catch(() => {});
@@ -225,7 +359,8 @@ async function sendGmailReply(threadId, replyText, recipientEmail, subject, mess
     encodedSubject: encodeReplySubject(subject || 'Support'),
     msgId: sanitizeHeaderValue(messageId) || null,
     messageText: replyText,
-    userId
+    userId,
+    quote
   });
 }
 
diff --git a/services/gmailLabels.js b/services/gmailLabels.js
new file mode 100644
index 0000000..4b2bacf
--- /dev/null
+++ b/services/gmailLabels.js
@@ -0,0 +1,152 @@
+/**
+ * Gmail "folder" routing — map a ticket's Gmail thread into a managed set of
+ * labels with exclusive-folder semantics.
+ *
+ * Gmail labels are additive; we synthesize folders by, on every move, adding the
+ * target label and removing every *other* managed label plus INBOX + UNREAD
+ * (removing an absent label is a no-op, so this is idempotent). "Spam" maps to
+ * the built-in system SPAM label, which is never created.
+ *
+ * Acyclic require graph: this module depends on services/gmail (getGmailClient);
+ * gmail.js does not depend back on this file.
+ */
+'use strict';
+
+const { CONFIG } = require('../config');
+const { getGmailClient } = require('./gmail');
+
+// Logical folder key -> how to resolve its label. User folders read their display
+// name from CONFIG (env-configurable); SPAM is the Gmail system label.
+const FOLDER_DEFS = {
+  TRIAGE:             { configKey: 'GMAIL_LABEL_TRIAGE' },
+  ESCALATED:          { configKey: 'GMAIL_LABEL_ESCALATED' },
+  RESOLVED:           { configKey: 'GMAIL_LABEL_RESOLVED' },
+  FOR_JAKE:           { configKey: 'GMAIL_LABEL_FOR_JAKE' },
+  DASHBOARD_ERRORS:   { configKey: 'GMAIL_LABEL_DASHBOARD_ERRORS' },
+  PARTNERSHIP_OFFERS: { configKey: 'GMAIL_LABEL_PARTNERSHIP_OFFERS' },
+  SPAM:               { system: 'SPAM' }
+};
+
+// User-managed folder keys (everything but the system SPAM label).
+const MANAGED_USER_KEYS = Object.keys(FOLDER_DEFS).filter(k => !FOLDER_DEFS[k].system);
+
+// Always stripped on a move so the thread leaves the inbox and is marked read.
+const ALWAYS_REMOVE = ['INBOX', 'UNREAD'];
+
+// Cache: Gmail label display name -> label ID. Populated lazily; cleared on a
+// stale-label error so a label recreated in Gmail is re-resolved.
+const labelIdByName = new Map();
+
+/** Display name for a user folder key (null for the system SPAM label). */
+function folderDisplayName(key) {
+  const def = FOLDER_DEFS[key];
+  if (!def) throw new Error(`Unknown folder key: ${key}`);
+  if (def.system) return null;
+  return CONFIG[def.configKey];
+}
+
+async function ensureLabelCache(gmail) {
+  if (labelIdByName.size > 0) return;
+  const res = await gmail.users.labels.list({ userId: 'me' });
+  for (const label of res.data.labels || []) {
+    labelIdByName.set(label.name, label.id);
+  }
+}
+
+/**
+ * Resolve a folder key to a Gmail label ID, creating a missing *user* label.
+ * SPAM short-circuits to the system id and is never created.
+ */
+async function resolveLabelId(gmail, key) {
+  const def = FOLDER_DEFS[key];
+  if (!def) throw new Error(`Unknown folder key: ${key}`);
+  if (def.system) return def.system;
+
+  const name = folderDisplayName(key);
+  await ensureLabelCache(gmail);
+  if (labelIdByName.has(name)) return labelIdByName.get(name);
+
+  const created = await gmail.users.labels.create({
+    userId: 'me',
+    requestBody: { name, labelListVisibility: 'labelShow', messageListVisibility: 'show' }
+  });
+  labelIdByName.set(name, created.data.id);
+  return created.data.id;
+}
+
+/**
+ * Pure: given the target key and a key->id map of every managed label, build the
+ * add/remove sets for an exclusive-folder move. The target label is added; every
+ * other managed label plus INBOX + UNREAD is removed.
+ */
+function computeLabelMutation(targetKey, idByKey) {
+  const targetId = idByKey[targetKey];
+  if (!targetId) throw new Error(`Missing resolved id for target folder: ${targetKey}`);
+
+  const removeLabelIds = [];
+  for (const key of Object.keys(idByKey)) {
+    if (key === targetKey) continue;
+    const id = idByKey[key];
+    if (id) removeLabelIds.push(id);
+  }
+  for (const sys of ALWAYS_REMOVE) removeLabelIds.push(sys);
+
+  return { addLabelIds: [targetId], removeLabelIds };
+}
+
+function isInvalidLabelError(err) {
+  const status = err && ((err.response && err.response.status) || err.code);
+  const msg = (err && err.message) || '';
+  return status === 400 || /invalid label|labelId not found/i.test(msg);
+}
+
+/**
+ * Move a Gmail thread into a managed folder with exclusive-folder semantics.
+ * Resolves (and creates) every managed label, then issues one threads.modify.
+ * On a stale cached label id (400 invalid label), clears the cache and retries
+ * once.
+ *
+ * @param {string} threadId   Gmail thread id (ticket.gmailThreadId)
+ * @param {string} targetKey  one of FOLDER_DEFS keys
+ * @param {object} [gmail]    optional Gmail client (poll loop passes its own)
+ */
+async function moveThreadToFolder(threadId, targetKey, gmail = getGmailClient()) {
+  if (!threadId) throw new Error('moveThreadToFolder: threadId required');
+  if (!FOLDER_DEFS[targetKey]) throw new Error(`Unknown folder key: ${targetKey}`);
+
+  const applyOnce = async () => {
+    const idByKey = {};
+    for (const key of Object.keys(FOLDER_DEFS)) {
+      idByKey[key] = await resolveLabelId(gmail, key);
+    }
+    const mutation = computeLabelMutation(targetKey, idByKey);
+    await gmail.users.threads.modify({
+      userId: 'me',
+      id: threadId,
+      requestBody: mutation
+    });
+  };
+
+  try {
+    await applyOnce();
+  } catch (err) {
+    if (isInvalidLabelError(err)) {
+      labelIdByName.clear();
+      await applyOnce();
+    } else {
+      throw err;
+    }
+  }
+}
+
+module.exports = {
+  FOLDER_DEFS,
+  MANAGED_USER_KEYS,
+  ALWAYS_REMOVE,
+  folderDisplayName,
+  resolveLabelId,
+  computeLabelMutation,
+  moveThreadToFolder,
+  // test seam: clear the name->id cache between cases
+  __clearLabelCache: () => labelIdByName.clear()
+};
diff --git a/tests/gmailLabels.test.js b/tests/gmailLabels.test.js
new file mode 100644
index 0000000..9968bcc
--- /dev/null
+++ b/tests/gmailLabels.test.js
@@ -0,0 +1,152 @@
+import { describe, it, expect, beforeEach } from 'vitest';
+import {
+  computeLabelMutation,
+  resolveLabelId,
+  moveThreadToFolder,
+  folderDisplayName,
+  __clearLabelCache
+} from '../services/gmailLabels.js';
+
+const FULL_IDS = {
+  TRIAGE: 'L_TRIAGE',
+  ESCALATED: 'L_ESC',
+  RESOLVED: 'L_RES',
+  FOR_JAKE: 'L_FJ',
+  DASHBOARD_ERRORS: 'L_DE',
+  PARTNERSHIP_OFFERS: 'L_PO',
+  SPAM: 'SPAM'
+};
+
+const FULL_LABELS = [
+  { name: 'Triage', id: 'L_TRIAGE' },
+  { name: 'Escalated', id: 'L_ESC' },
+  { name: 'Resolved', id: 'L_RES' },
+  { name: 'For Jake', id: 'L_FJ' },
+  { name: 'Dashboard Errors', id: 'L_DE' },
+  { name: 'Partnership Offers', id: 'L_PO' }
+];
+
+describe('computeLabelMutation', () => {
+  it('adds the target, removes every other managed label plus INBOX/UNREAD', () => {
+    const { addLabelIds, removeLabelIds } = computeLabelMutation('FOR_JAKE', FULL_IDS);
+    expect(addLabelIds).toEqual(['L_FJ']);
+    expect(removeLabelIds).toContain('INBOX');
+    expect(removeLabelIds).toContain('UNREAD');
+    expect(removeLabelIds).toContain('SPAM');
+    expect(removeLabelIds).toContain('L_TRIAGE');
+    expect(removeLabelIds).not.toContain('L_FJ'); // target is never removed
+  });
+
+  it('moving to SPAM adds SPAM and removes all user labels but not SPAM itself', () => {
+    const { addLabelIds, removeLabelIds } = computeLabelMutation('SPAM', FULL_IDS);
+    expect(addLabelIds).toEqual(['SPAM']);
+    expect(removeLabelIds).not.toContain('SPAM');
+    expect(removeLabelIds).toContain('L_TRIAGE');
+    expect(removeLabelIds).toContain('INBOX');
+  });
+
+  it('throws when the target id is missing', () => {
+    expect(() => computeLabelMutation('FOR_JAKE', { TRIAGE: 'x' })).toThrow();
+  });
+});
+
+describe('folderDisplayName', () => {
+  it('returns null for the system SPAM folder', () => {
+    expect(folderDisplayName('SPAM')).toBeNull();
+  });
+  it('returns the configured/default name for a user folder', () => {
+    expect(folderDisplayName('FOR_JAKE')).toBe('For Jake');
+  });
+  it('throws on an unknown key', () => {
+    expect(() => folderDisplayName('NOPE')).toThrow();
+  });
+});
+
+describe('resolveLabelId', () => {
+  beforeEach(() => __clearLabelCache());
+
+  it('short-circuits SPAM to the system id without any API call', async () => {
+    let called = false;
+    const gmail = { users: { labels: { list: async () => { called = true; return { data: {} }; } } } };
+    expect(await resolveLabelId(gmail, 'SPAM')).toBe('SPAM');
+    expect(called).toBe(false);
+  });
+
+  it('returns an existing label id matched by name', async () => {
+    const gmail = {
+      users: { labels: {
+        list: async () => ({ data: { labels: [{ name: 'For Jake', id: 'L_EXISTING' }] } }),
+        create: async () => { throw new Error('should not create'); }
+      } }
+    };
+    expect(await resolveLabelId(gmail, 'FOR_JAKE')).toBe('L_EXISTING');
+  });
+
+  it('creates a missing user label under its configured name and caches it', async () => {
+    let createdName = null;
+    const gmail = {
+      users: { labels: {
+        list: async () => ({ data: { labels: [] } }),
+        create: async ({ requestBody }) => { createdName = requestBody.name; return { data: { id: 'L_NEW' } }; }
+      } }
+    };
+    expect(await resolveLabelId(gmail, 'FOR_JAKE')).toBe('L_NEW');
+    expect(createdName).toBe('For Jake');
+  });
+});
+
+describe('moveThreadToFolder', () => {
+  beforeEach(() => __clearLabelCache());
+
+  it('resolves labels then issues one threads.modify with exclusive sets', async () => {
+    let modifyArgs = null;
+    const gmail = {
+      users: {
+        labels: {
+          list: async () => ({ data: { labels: FULL_LABELS } }),
+          create: async () => { throw new Error('no create expected'); }
+        },
+        threads: { modify: async (args) => { modifyArgs = args; return { data: {} }; } }
+      }
+    };
+    await moveThreadToFolder('thread123', 'ESCALATED', gmail);
+    expect(modifyArgs.id).toBe('thread123');
+    expect(modifyArgs.requestBody.addLabelIds).toEqual(['L_ESC']);
+    expect(modifyArgs.requestBody.removeLabelIds).toContain('L_TRIAGE');
+    expect(modifyArgs.requestBody.removeLabelIds).toContain('INBOX');
+    expect(modifyArgs.requestBody.removeLabelIds).not.toContain('L_ESC');
+  });
+
+  it('clears the cache and retries once on an invalid-label error', async () => {
+    let modifyCalls = 0;
+    let listCalls = 0;
+    const gmail = {
+      users: {
+        labels: {
+          list: async () => { listCalls++; return { data: { labels: FULL_LABELS } }; },
+          create: async () => ({ data: { id: 'X' } })
+        },
+        threads: {
+          modify: async () => {
+            modifyCalls++;
+            if (modifyCalls === 1) { const e = new Error('invalid label'); e.code = 400; throw e; }
+            return { data: {} };
+          }
+        }
+      }
+    };
+    await moveThreadToFolder('t1', 'TRIAGE', gmail);
+    expect(modifyCalls).toBe(2);
+    expect(listCalls).toBe(2); // cache was cleared and labels re-listed
+  });
+
+  it('rejects an unknown folder key before touching the API', async () => {
+    const gmail = {
+      users: {
+        labels: { list: async () => ({ data: { labels: [] } }) },
+        threads: { modify: async () => ({}) }
+      }
+    };
+    await expect(moveThreadToFolder('t', 'BOGUS', gmail)).rejects.toThrow();
+  });
+});