Remove dead/stale code, dedup close+escalation paths

Dead/stale removals (grep-confirmed no consumers):
- config: drop 9 unread CONFIG keys (ROLE_TO_PING_ID, SIGNATURE,
  REMINDER_*, RENAME_LOG_CHANNEL_ID, SETTINGS_*); remove their
  ALLOWED_CONFIG_KEYS entries and the orphaned settings-site UI fields
- configSchema: delete unreachable json/string_or_json validators
- models: drop unused ticketTag field
- gmail-poll: remove unused isPollSuspended export
- utils: remove dead htmlToTextWithBlocks/decodeHtmlEntities/BLOCK_TAG_REGEX
- internalApi: remove router._allowedKeys (test it served is gone)
- discord client: drop unused GuildPresences privileged intent
- broccolini-discord: remove dormant /api 503 gate (no /api routes)

Fixes:
- context-menu ticket create now uses makeTicketName('unclaimed', ...)
  instead of the contract-violating ticket-<n> name
- drop write-only pending.userId from both close paths

Dedup / simplify:
- new services/transcript.js shares the transcript text/date/header
  builders between the button and force-close paths (had drifted)
- resolveEscalationCategoryId() replaces 3 copies of the category logic
- ticketChannelOverwrites() shares the create-permission array between
  the two interactive ticket-create paths
- finalizeBody() shares the email-cleanup tail in parseGmailMessage
- getTicketActionRow drops its never-passed options arg;
  sendTicketNotificationEmail drops its always-null subjectLine arg
- hoist invariant guild lookup out of the auto-close/unclaim loops
- drop redundant lastActivity write (and now-dead updateTicketActivity)
- /help lists all current commands and the right-click apps

handlers/buttons.js

@@ -16,7 +16,6 @@ const {
   AttachmentBuilder,
   EmbedBuilder,
   MessageFlags,
-  PermissionFlagsBits,
   ModalBuilder,
   TextInputBuilder,
   TextInputStyle
@@ -25,10 +24,11 @@ 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 { getTicketActionRow } = require('../utils/ticketComponents');
+const { getTicketActionRow, ticketChannelOverwrites } = require('../utils/ticketComponents');
+const { buildTranscriptText, formatDateForTranscript, renderTranscriptHeader } = require('../services/transcript');
 const { sanitizeEmbedText, truncateEmbedDescription } = require('../utils');
 const { enqueueRename, enqueueSend } = require('../services/channelQueue');
-const { runEscalation, runDeescalation } = require('./commands');
+const { runEscalation, runDeescalation, resolveEscalationCategoryId } = require('./commands');
 const { pendingCloses } = require('./pendingCloses');
 const { addMemberToStaffThread, createStaffThread } = require('../services/staffThread');
 const { pinMessage } = require('../services/pinMessage');
@@ -309,7 +309,7 @@ async function handleConfirmCloseRequest(interaction, ticket) {
     await runFinalClose(interaction, freshTicket, effectiveSendEmail);
   }, timerSeconds * 1000));
 
-  pendingCloses.set(channelId, { timeout: timerId, userId: interaction.user.id, username: userTag, sendEmail });
+  pendingCloses.set(channelId, { timeout: timerId, username: userTag, sendEmail });
 }
 
 async function handleCancelCloseRequest(interaction) {
@@ -358,10 +358,7 @@ async function handleEscalateButton(interaction, ticket) {
     return interaction.reply({ content: `This ticket is already at tier ${tier + 1}.`, flags: MessageFlags.Ephemeral });
   }
 
-  const isDiscordTicket = ticket.gmailThreadId.startsWith('discord-');
-  const categoryId = tier === 1
-    ? (isDiscordTicket ? CONFIG.DISCORD_ESCALATED2_CHANNEL_ID : CONFIG.EMAIL_ESCALATED2_CHANNEL_ID)
-    : (isDiscordTicket ? CONFIG.DISCORD_ESCALATED3_CHANNEL_ID : CONFIG.EMAIL_ESCALATED3_CHANNEL_ID);
+  const categoryId = resolveEscalationCategoryId(ticket, tier);
 
   if (!categoryId && !interaction.channel.isThread()) {
     return interaction.reply({
@@ -474,33 +471,6 @@ async function runFinalClose(interaction, ticket, sendEmail = true) {
   }
 }
 
-/** Render the last 100 messages of a channel as a plaintext transcript. */
-async function buildTranscriptText(channel, ticket) {
-  const messages = await channel.messages.fetch({ limit: 100 });
-  return `TRANSCRIPT: ${ticket.subject}\nUser: ${ticket.senderEmail}\n---\n` +
-    messages
-      .reverse()
-      .map(m => `[${m.createdAt.toLocaleString()}] ${m.author.tag}: ${m.cleanContent}`)
-      .join('\n');
-}
-
-function formatDateForTranscript(d) {
-  return new Date(d).toLocaleString('en-US', {
-    month: '2-digit', day: '2-digit', year: 'numeric',
-    hour: '2-digit', minute: '2-digit', second: '2-digit',
-    hour12: true, timeZoneName: 'short'
-  });
-}
-
-function renderTranscriptHeader(channelName, senderEmail, openedStr, closedStr) {
-  return CONFIG.DISCORD_TRANSCRIPT_MESSAGE
-    .replace(/\{channel_name\}/g, channelName)
-    .replace(/\{email\}/g, senderEmail || '')
-    .replace(/\{date_opened\}/g, openedStr)
-    .replace(/\{date_closed\}/g, closedStr)
-    + `\n\nDate Opened: ${openedStr}\nDate Closed: ${closedStr}`;
-}
-
 async function dmTranscriptToCreator(client, ticket, channelName, transcriptText, openedStr, closedStr) {
   // Prefer ticket.creatorId (stored on creation). Fall back to legacy parsing for
   // pre-creatorId modal tickets only — split-pop returns the wrong value for
@@ -601,17 +571,7 @@ async function handleTicketModal(interaction) {
         name: unclaimedName,
         type: ChannelType.GuildText,
         parent: parentCategoryIdForTicket,
-        permissionOverwrites: [
-          { id: guild.id, deny: [PermissionFlagsBits.ViewChannel] },
-          {
-            id: interaction.user.id,
-            allow: [PermissionFlagsBits.ViewChannel, PermissionFlagsBits.SendMessages, PermissionFlagsBits.ReadMessageHistory]
-          },
-          {
-            id: CONFIG.ROLE_ID_TO_PING,
-            allow: [PermissionFlagsBits.ViewChannel, PermissionFlagsBits.SendMessages, PermissionFlagsBits.ReadMessageHistory]
-          }
-        ]
+        permissionOverwrites: ticketChannelOverwrites(guild, interaction.user.id)
       });
     } catch (err) {
       console.error('guild.channels.create (ticket modal):', err);

handlers/commands/close.js

@@ -14,6 +14,7 @@ const { enqueueSend } = require('../../services/channelQueue');
 const { logTicketEvent } = require('../../services/debugLog');
 const { pendingCloses } = require('../pendingCloses');
 const { findTicketForChannel } = require('../sharedHelpers');
+const { buildTranscriptText, formatDateForTranscript, renderTranscriptHeader } = require('../../services/transcript');
 
 const Ticket = mongoose.model('Ticket');
 
@@ -56,7 +57,7 @@ async function handleForceClose(interaction) {
   const channelRef = interaction.channel;
   const clientRef = interaction.client;
   const timerId = setTimeout(() => finalizeForceClose(channelRef, clientRef), timerSeconds * 1000);
-  pendingCloses.set(channelRef.id, { timeout: timerId, userId: interaction.user.id, username: interaction.user.tag });
+  pendingCloses.set(channelRef.id, { timeout: timerId, username: interaction.user.tag });
 }
 
 /** Performs the actual force-close work after the countdown elapses. */
@@ -92,14 +93,7 @@ async function finalizeForceClose(channelRef, clientRef) {
 async function postTranscript(channelRef, clientRef, freshTicket) {
   await enqueueSend(channelRef, CONFIG.DISCORD_CLOSE_MESSAGE);
 
-  const messages = await channelRef.messages.fetch({ limit: 100 });
-  const log =
-    `TRANSCRIPT: ${freshTicket.subject}\nUser: ${freshTicket.senderEmail}\n---\n` +
-    messages
-      .reverse()
-      .map(m => `[${m.createdAt.toLocaleString()}] ${m.author.tag}: ${m.cleanContent}`)
-      .join('\n');
-
+  const log = await buildTranscriptText(channelRef, freshTicket);
   const file = new AttachmentBuilder(Buffer.from(log), {
     name: `transcript-${channelRef.name}.txt`
   });
@@ -109,19 +103,9 @@ async function postTranscript(channelRef, clientRef, freshTicket) {
     .catch(() => null);
   if (!transcriptChan) return;
 
-  const fmt = (d) => new Date(d).toLocaleString('en-US', {
-    month: '2-digit', day: '2-digit', year: 'numeric',
-    hour: '2-digit', minute: '2-digit', second: '2-digit',
-    hour12: true, timeZoneName: 'short'
-  });
-  const openedStr = fmt(freshTicket.createdAt);
-  const closedStr = fmt(new Date());
-  const transcriptContent = CONFIG.DISCORD_TRANSCRIPT_MESSAGE
-    .replace(/\{channel_name\}/g, channelRef.name)
-    .replace(/\{email\}/g, freshTicket.senderEmail || '')
-    .replace(/\{date_opened\}/g, openedStr)
-    .replace(/\{date_closed\}/g, closedStr)
-    + `\n\nDate Opened: ${openedStr}\nDate Closed: ${closedStr}`;
+  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] });
 }
 

handlers/commands/contextMenu.js

@@ -6,14 +6,13 @@
 const {
   ChannelType,
   EmbedBuilder,
-  MessageFlags,
-  PermissionFlagsBits
+  MessageFlags
 } = require('discord.js');
 const { mongoose } = require('../../db-connection');
 const { CONFIG } = require('../../config');
 const { getPriorityEmoji } = require('../../utils');
-const { checkTicketCreationRateLimit, getOrCreateTicketCategory } = require('../../services/tickets');
-const { getTicketActionRow } = require('../../utils/ticketComponents');
+const { checkTicketCreationRateLimit, getOrCreateTicketCategory, makeTicketName } = require('../../services/tickets');
+const { getTicketActionRow, ticketChannelOverwrites } = require('../../utils/ticketComponents');
 const { enqueueSend } = require('../../services/channelQueue');
 const { logError } = require('../../services/debugLog');
 
@@ -36,6 +35,8 @@ async function handleCreateTicketFromMessage(interaction) {
     const guild = interaction.guild;
     const lastTicket = await Ticket.findOne().sort({ ticketNumber: -1 }).select('ticketNumber').lean();
     const ticketNumber = (lastTicket?.ticketNumber || 0) + 1;
+    const creatorNickname = message.member?.displayName || message.author.username;
+    const unclaimedName = makeTicketName('unclaimed', { ticketNumber }, creatorNickname);
 
     let parentCategoryIdForTicket;
     try {
@@ -52,20 +53,10 @@ async function handleCreateTicketFromMessage(interaction) {
     let channel;
     try {
       channel = await guild.channels.create({
-        name: `ticket-${ticketNumber}`,
+        name: unclaimedName,
         type: ChannelType.GuildText,
         parent: parentCategoryIdForTicket,
-        permissionOverwrites: [
-          { id: guild.id, deny: [PermissionFlagsBits.ViewChannel] },
-          {
-            id: message.author.id,
-            allow: [PermissionFlagsBits.ViewChannel, PermissionFlagsBits.SendMessages, PermissionFlagsBits.ReadMessageHistory]
-          },
-          {
-            id: CONFIG.ROLE_ID_TO_PING,
-            allow: [PermissionFlagsBits.ViewChannel, PermissionFlagsBits.SendMessages, PermissionFlagsBits.ReadMessageHistory]
-          }
-        ]
+        permissionOverwrites: ticketChannelOverwrites(guild, message.author.id)
       });
     } catch (err) {
       console.error('guild.channels.create (context menu ticket):', err);

handlers/commands/escalation.js

@@ -19,15 +19,26 @@ const { fetchLoggingChannel } = require('./helpers');
 
 const Ticket = mongoose.model('Ticket');
 
+/**
+ * Resolve the destination category for an escalation target tier
+ * (nextTier 1 = tier 2, 2 = tier 3), picking the Discord vs email category set
+ * by ticket origin. Returns null/undefined when the relevant category is unset.
+ */
+function resolveEscalationCategoryId(ticket, nextTier) {
+  const isDiscordTicket = ticket.gmailThreadId.startsWith('discord-');
+  if (nextTier === 1) {
+    return isDiscordTicket ? CONFIG.DISCORD_ESCALATED2_CHANNEL_ID : CONFIG.EMAIL_ESCALATED2_CHANNEL_ID;
+  }
+  return isDiscordTicket ? CONFIG.DISCORD_ESCALATED3_CHANNEL_ID : CONFIG.EMAIL_ESCALATED3_CHANNEL_ID;
+}
+
 /**
  * Run escalation to a target tier (1 = tier 2, 2 = tier 3). Caller must
  * validate ticket and currentTier < nextTier, and have already deferred.
  */
 async function runEscalation(interaction, ticket, nextTier) {
   const isDiscordTicket = ticket.gmailThreadId.startsWith('discord-');
-  const categoryId = nextTier === 1
-    ? (isDiscordTicket ? CONFIG.DISCORD_ESCALATED2_CHANNEL_ID : CONFIG.EMAIL_ESCALATED2_CHANNEL_ID)
-    : (isDiscordTicket ? CONFIG.DISCORD_ESCALATED3_CHANNEL_ID : CONFIG.EMAIL_ESCALATED3_CHANNEL_ID);
+  const categoryId = resolveEscalationCategoryId(ticket, nextTier);
 
   // Clear claim on escalation
   await Ticket.updateOne(
@@ -88,7 +99,7 @@ async function runEscalation(interaction, ticket, nextTier) {
       const escalatorName = interaction.member?.displayName || interaction.user.username;
       const tierLabel = nextTier === 1 ? 'tier 2' : 'tier 3';
       const emailBody = `${escalatorName} escalated this ticket to ${tierLabel}.`;
-      await sendTicketNotificationEmail(ticket, null, emailBody, interaction.user.id);
+      await sendTicketNotificationEmail(ticket, emailBody, interaction.user.id);
     } catch (emailErr) {
       console.error('Escalation email failed (non-fatal):', emailErr.message);
     }
@@ -179,9 +190,7 @@ async function handleEscalate(interaction) {
   }
 
   const isDiscordTicket = ticket.gmailThreadId.startsWith('discord-');
-  const categoryId = nextTier === 1
-    ? (isDiscordTicket ? CONFIG.DISCORD_ESCALATED2_CHANNEL_ID : CONFIG.EMAIL_ESCALATED2_CHANNEL_ID)
-    : (isDiscordTicket ? CONFIG.DISCORD_ESCALATED3_CHANNEL_ID : CONFIG.EMAIL_ESCALATED3_CHANNEL_ID);
+  const categoryId = resolveEscalationCategoryId(ticket, nextTier);
   const configKey = nextTier === 1 ? 'ESCALATED2' : 'ESCALATED3';
   if (!categoryId && !interaction.channel.isThread()) {
     return interaction.reply({
@@ -210,4 +219,4 @@ async function handleDeescalate(interaction) {
   );
 }
 
-module.exports = { runEscalation, runDeescalation, handleEscalate, handleDeescalate };
+module.exports = { runEscalation, runDeescalation, handleEscalate, handleDeescalate, resolveEscalationCategoryId };

handlers/commands/index.js

@@ -25,7 +25,7 @@ const { logError, logTicketEvent } = require('../../services/debugLog');
 const { findTicketForChannel } = require('../sharedHelpers');
 
 const { requireStaffRole, fetchLoggingChannel } = require('./helpers');
-const { runEscalation, runDeescalation, handleEscalate, handleDeescalate } = require('./escalation');
+const { runEscalation, runDeescalation, handleEscalate, handleDeescalate, resolveEscalationCategoryId } = require('./escalation');
 const { handleCloseTimer, handleCancelClose, handleForceClose } = require('./close');
 const { handleResponse, handleAutocomplete } = require('./response');
 const { handlePanel, handleSignature } = require('./panel');
@@ -266,7 +266,7 @@ async function handleHelp(interaction) {
       },
       {
         name: 'Ticket Management',
-        value: '`/transfer @staff` - Transfer ticket to another staff member\n`/move #category` - Move ticket to another category\n`/force-close` - Force close ticket without confirmation\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'
       },
       {
         name: 'Saved Responses',
@@ -282,10 +282,18 @@ async function handleHelp(interaction) {
       },
       {
         name: 'Escalation',
-        value: '`/escalate [reason] [tier]` - Escalate ticket (tier 2 or 3, or one step)\n`/deescalate` - De-escalate ticket (tier 3→2 or tier 2→normal)'
+        value: '`/escalate <level>` - Escalate ticket (tier 2 or 3, or one step)\n`/deescalate` - De-escalate ticket (tier 3→2 or tier 2→normal)'
+      },
+      {
+        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'
+      },
+      {
+        name: 'Right-click (Apps menu)',
+        value: '`Create Ticket From Message` - Turn a message into a ticket\n`View User Tickets` - Show a user\'s recent tickets'
       }
     ])
-    .setFooter({ text: 'Click buttons on ticket messages to claim/close' });
+    .setFooter({ text: 'Click buttons on ticket messages to claim/close. Config changes via slash commands apply until the next restart.' });
 
   await interaction.reply({ embeds: [embed], flags: MessageFlags.Ephemeral });
 }
@@ -342,5 +350,6 @@ module.exports = {
   handleContextMenu,
   handleAutocomplete,
   runEscalation,
-  runDeescalation
+  runDeescalation,
+  resolveEscalationCategoryId
 };

handlers/messages.js

@@ -5,7 +5,6 @@ const { mongoose } = require('../db-connection');
 const { CONFIG } = require('../config');
 const { extractRawEmail, isStaff } = require('../utils');
 const { getGmailClient, sendGmailReply } = require('../services/gmail');
-const { updateTicketActivity } = require('../services/tickets');
 const { getNotifyDm } = require('../services/staffSettings');
 const { logError } = require('../services/debugLog');
 
@@ -93,8 +92,6 @@ async function handleDiscordReply(m) {
       msgId,
       m.author.id
     );
-
-    await updateTicketActivity(ticket.gmailThreadId);
   } catch (e) {
     console.error('REPLY ERROR:', e);
   }

handlers/pendingCloses.js

@@ -1,7 +1,7 @@
 /**
  * Shared pending-close timer map.
- * Keyed by channel.id → { timeout, userId, username }.
- * Used by buttons.js (sets timers) and commands.js (cancel-close clears them).
+ * Keyed by channel.id → { timeout, username, sendEmail }.
+ * Used by buttons.js (sets timers) and commands/ (cancel-close clears them).
  */
 const pendingCloses = new Map();