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
2026-06-04 22:05:20 +00:00
parent 3e20f9cf86
commit 2ccdbf72aa
19 changed files with 1224 additions and 83 deletions
--- 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
  });
 }