Merge: dead-code removal + close/escalation dedup

broccolini-discord.js

@@ -79,8 +79,7 @@ const client = new Client({
     GatewayIntentBits.Guilds,
     GatewayIntentBits.GuildMessages,
     GatewayIntentBits.MessageContent,
-    GatewayIntentBits.GuildMembers,
+    GatewayIntentBits.GuildMembers
-    GatewayIntentBits.GuildPresences // Required for staff presence detection; enable in Discord Developer Portal
   ],
   partials: [Partials.Channel]
 });
@@ -238,15 +237,6 @@ client.once('ready', async () => {
 client.login(CONFIG.DISCORD_TOKEN);
 
 const app = express();
-app.use(express.json());
-// Reject API traffic with 503 until ready event has fired and routes are mounted.
-// (appReady is declared at module top so the ready callback can flip it.)
-app.use((req, res, next) => {
-  if (!appReady && req.path.startsWith('/api')) {
-    return res.status(503).json({ error: 'Bot is starting; API not ready yet.' });
-  }
-  next();
-});
 app.get('/', (req, res) => res.send(appReady ? 'Active' : 'Starting'));
 // app.listen is called inside client.once('ready') after MongoDB connects and routes mount.
 

config.js

@@ -17,7 +17,6 @@ const CONFIG = {
   TICKET_CATEGORY_NAME: process.env.TICKET_CATEGORY_NAME || 'Open Tickets',
   DISCORD_TICKET_CATEGORY_ID: process.env.DISCORD_TICKET_CATEGORY_ID || process.env.TICKET_CATEGORY_ID,
   ROLE_ID_TO_PING: process.env.ROLE_ID_TO_PING,
-  ROLE_TO_PING_ID: process.env.ROLE_ID_TO_PING || process.env.ROLE_TO_PING_ID,
   TRANSCRIPT_CHANNEL_ID: process.env.TRANSCRIPT_CHANNEL_ID,
   LOGGING_CHANNEL_ID: process.env.LOGGING_CHANNEL_ID,
   DEBUGGING_CHANNEL_ID: process.env.DEBUGGING_CHANNEL_ID || null,
@@ -30,7 +29,6 @@ const CONFIG = {
   CLAIMER_EMOJI_FALLBACK: process.env.CLAIMER_EMOJI_FALLBACK || '🎫',
   PORT: toInt(process.env.DISCORD_ONLY_PORT, 5000),
   HEALTHCHECK_HOST: process.env.HEALTHCHECK_HOST || null, // null = listen on all interfaces; set to 127.0.0.1 for local-only
-  SIGNATURE: (process.env.EMAIL_SIGNATURE || '').trim().replace(/\\n/g, '\n'),
   GAME_LIST: process.env.GAME_LIST || '',
   // Tier 2/3 escalation: category IDs where ticket channels are placed (env uses *_CHANNEL_* for legacy naming).
   EMAIL_ESCALATED2_CHANNEL_ID: process.env.EMAIL_ESCALATED2_CHANNEL_ID || null,
@@ -56,9 +54,6 @@ const CONFIG = {
   TICKET_WELCOME_MESSAGE: process.env.TICKET_WELCOME_MESSAGE || "We got your ticket. We'll be with you as soon as possible. Feel free to add any additional information to your ticket.",
   TICKET_CLAIMED_MESSAGE: process.env.TICKET_CLAIMED_MESSAGE || 'Ticket claimed by {staff_mention} 🚀',
   TICKET_UNCLAIMED_MESSAGE: process.env.TICKET_UNCLAIMED_MESSAGE || 'Ticket unclaimed by {staff_mention} ☀️',
-  REMINDER_ENABLED: process.env.REMINDER_ENABLED === 'true',
-  REMINDER_AFTER_HOURS: toInt(process.env.REMINDER_AFTER_HOURS, 24),
-  REMINDER_MESSAGE: process.env.REMINDER_MESSAGE || 'Hey {ping}! This ticket has been inactive for {hours} hours. Please provide an update or close the ticket.',
   PRIORITY_ENABLED: process.env.PRIORITY_ENABLED === 'true',
   DEFAULT_PRIORITY: process.env.DEFAULT_PRIORITY || 'normal',
   PRIORITY_HIGH_EMOJI: process.env.PRIORITY_HIGH_EMOJI || '🔴',
@@ -80,7 +75,6 @@ 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,
-  RENAME_LOG_CHANNEL_ID: process.env.RENAME_LOG_CHANNEL_ID || null,
   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',
@@ -89,9 +83,6 @@ const CONFIG = {
   PIN_ESCALATION_MESSAGE_ENABLED: process.env.PIN_ESCALATION_MESSAGE_ENABLED === 'true',
   TRANSCRIPT_DM_TO_CREATOR: process.env.TRANSCRIPT_DM_TO_CREATOR === 'true',
   PIN_SUPPRESS_SYSTEM_MESSAGE: process.env.PIN_SUPPRESS_SYSTEM_MESSAGE === 'true',
-  SETTINGS_PORT: toInt(process.env.SETTINGS_PORT, 12752),
-  SETTINGS_ADMIN_PASSWORD: process.env.SETTINGS_ADMIN_PASSWORD || null,
-  SETTINGS_DOMAIN: process.env.SETTINGS_DOMAIN || 'tickets.indifferentketchup.com',
   INTERNAL_API_PORT: toInt(process.env.INTERNAL_API_PORT, 12753),
   INTERNAL_API_SECRET: process.env.INTERNAL_API_SECRET || null
 };

gmail-poll.js

@@ -37,7 +37,6 @@ function setPollSuspended(val) {
   pollSuspended = !!val;
   if (!pollSuspended) authErrorNotified = false;
 }
-function isPollSuspended() { return pollSuspended; }
 
 // ============================================================
 // Helpers (extracted from the original 309-line poll()).
@@ -73,6 +72,16 @@ function locateGuild(client) {
  *   - followupBody: defensive — strip quotes but fall back to raw text if
  *     stripping leaves nothing. Used for follow-up posts on an existing thread.
  */
+// Shared final cleanup for both the first-message and follow-up body paths:
+// drop the "Get Outlook for ..." mobile-signature line, strip a dangling
+// trailing "<" left by truncated HTML, and trim.
+function finalizeBody(text) {
+  return text
+    .replace(/Get Outlook for [^\n]+/gi, '')
+    .replace(/<\s*$/gm, '')
+    .trim();
+}
+
 function parseGmailMessage(email) {
   const headers = email.data.payload.headers;
   const from = headers.find(h => h.name === 'From')?.value || '';
@@ -92,10 +101,7 @@ function parseGmailMessage(email) {
   firstBody = stripMobileFooter(firstBody);
   firstBody = firstBody.replace(/^\s*\n+/g, '');
   firstBody = firstBody.replace(/\n{3,}/g, '\n\n');
-  firstBody = firstBody
+  firstBody = finalizeBody(firstBody);
-    .replace(/Get Outlook for [^\n]+/gi, '')
-    .replace(/<\s*$/gm, '')
-    .trim();
 
   const rawText = rawBody.replace(/\r\n/g, '\n');
   let followupBody = stripEmailQuotes(rawText);
@@ -103,10 +109,7 @@ function parseGmailMessage(email) {
   followupBody = followupBody.replace(/^\s*\n*/, '\n');
   followupBody = followupBody.replace(/\n{3,}/g, '\n\n');
   followupBody = stripMobileFooter(followupBody);
-  followupBody = followupBody
+  followupBody = finalizeBody(followupBody);
-    .replace(/Get Outlook for [^\n]+/gi, '')
-    .replace(/<\s*$/gm, '')
-    .trim();
 
   return {
     isSelf,
@@ -405,4 +408,4 @@ async function poll(client) {
   }
 }
 
-module.exports = { poll, setPollSuspended, isPollSuspended };
+module.exports = { poll, setPollSuspended };

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 = resolveEscalationCategoryId(ticket, tier);
-  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);
 
   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: [
+        permissionOverwrites: ticketChannelOverwrites(guild, interaction.user.id)
-          { 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]
-          }
-        ]
       });
     } 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 = await buildTranscriptText(channelRef, freshTicket);
-  const log =
-    `TRANSCRIPT: ${freshTicket.subject}\nUser: ${freshTicket.senderEmail}\n---\n` +
-    messages
-      .reverse()
-      .map(m => `[${m.createdAt.toLocaleString()}] ${m.author.tag}: ${m.cleanContent}`)
-      .join('\n');
-
   const file = new AttachmentBuilder(Buffer.from(log), {
     name: `transcript-${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', {
+  const openedStr = formatDateForTranscript(freshTicket.createdAt);
-    month: '2-digit', day: '2-digit', year: 'numeric',
+  const closedStr = formatDateForTranscript(new Date());
-    hour: '2-digit', minute: '2-digit', second: '2-digit',
+  const transcriptContent = renderTranscriptHeader(channelRef.name, freshTicket.senderEmail, openedStr, closedStr);
-    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}`;
   await enqueueSend(transcriptChan, { content: transcriptContent, files: [file] });
 }
 

handlers/commands/contextMenu.js

@@ -6,14 +6,13 @@
 const {
   ChannelType,
   EmbedBuilder,
-  MessageFlags,
+  MessageFlags
-  PermissionFlagsBits
 } = require('discord.js');
 const { mongoose } = require('../../db-connection');
 const { CONFIG } = require('../../config');
 const { getPriorityEmoji } = require('../../utils');
-const { checkTicketCreationRateLimit, getOrCreateTicketCategory } = require('../../services/tickets');
+const { checkTicketCreationRateLimit, getOrCreateTicketCategory, makeTicketName } = require('../../services/tickets');
-const { getTicketActionRow } = require('../../utils/ticketComponents');
+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: [
+        permissionOverwrites: ticketChannelOverwrites(guild, message.author.id)
-          { 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]
-          }
-        ]
       });
     } 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
+  const categoryId = resolveEscalationCategoryId(ticket, nextTier);
-    ? (isDiscordTicket ? CONFIG.DISCORD_ESCALATED2_CHANNEL_ID : CONFIG.EMAIL_ESCALATED2_CHANNEL_ID)
-    : (isDiscordTicket ? CONFIG.DISCORD_ESCALATED3_CHANNEL_ID : CONFIG.EMAIL_ESCALATED3_CHANNEL_ID);
 
   // 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
+  const categoryId = resolveEscalationCategoryId(ticket, nextTier);
-    ? (isDiscordTicket ? CONFIG.DISCORD_ESCALATED2_CHANNEL_ID : CONFIG.EMAIL_ESCALATED2_CHANNEL_ID)
-    : (isDiscordTicket ? CONFIG.DISCORD_ESCALATED3_CHANNEL_ID : CONFIG.EMAIL_ESCALATED3_CHANNEL_ID);
   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 }.
+ * Keyed by channel.id → { timeout, username, sendEmail }.
- * Used by buttons.js (sets timers) and commands.js (cancel-close clears them).
+ * Used by buttons.js (sets timers) and commands/ (cancel-close clears them).
  */
 const pendingCloses = new Map();
 

models.js

@@ -15,7 +15,6 @@ const ticketSchema = new mongoose.Schema({
     escalationTier: { type: Number, default: 0 },
     ticketNumber: Number,
     priority: { type: String, default: 'normal', enum: ['low', 'normal', 'medium', 'high'] },
-    ticketTag: String,
     lastActivity: Date,
     welcomeMessageId: String,
     claimerId: String,

routes/internalApi.js

@@ -193,8 +193,4 @@ router.post('/gmail/reload', express.json(), async (req, res) => {
   }
 });
 
-// Expose the allowlist for the Phase 8 schema smoke test. Attached to the
-// router function object; doesn't show up as a route.
-router._allowedKeys = Array.from(ALLOWED_CONFIG_KEYS);
-
 module.exports = router;

services/configSchema.js

@@ -24,23 +24,22 @@ const ALLOWED_CONFIG_KEYS = new Set([
   'EMAIL_ESCALATED2_CHANNEL_ID', 'DISCORD_ESCALATED2_CHANNEL_ID',
   'EMAIL_ESCALATED3_CHANNEL_ID', 'DISCORD_ESCALATED3_CHANNEL_ID',
   // Roles and staff
-  'ROLE_ID_TO_PING', 'ROLE_TO_PING_ID', 'ADDITIONAL_STAFF_ROLES', 'BLACKLISTED_ROLES',
+  'ROLE_ID_TO_PING', 'ADDITIONAL_STAFF_ROLES', 'BLACKLISTED_ROLES',
   'ADMIN_ID',
   // Channel IDs
   'TRANSCRIPT_CHANNEL_ID', 'LOGGING_CHANNEL_ID', 'DEBUGGING_CHANNEL_ID',
-  'RENAME_LOG_CHANNEL_ID',
   // Messages and labels
   'ESCALATION_MESSAGE', 'TICKET_CLOSE_SUBJECT_PREFIX', 'TICKET_CLOSE_MESSAGE', 'TICKET_CLOSE_SIGNATURE',
   'DISCORD_CLOSE_MESSAGE', 'DISCORD_TRANSCRIPT_MESSAGE', 'DISCORD_AUTO_CLOSE_MESSAGE',
   'TICKET_WELCOME_MESSAGE', 'TICKET_CLAIMED_MESSAGE', 'TICKET_UNCLAIMED_MESSAGE',
-  'REMINDER_MESSAGE', 'BUTTON_LABEL_CLOSE', 'BUTTON_LABEL_CLAIM', 'BUTTON_LABEL_UNCLAIM',
+  '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',
   // Toggles
   'AUTO_CLOSE_ENABLED', 'AUTO_CLOSE_AFTER_HOURS', 'AUTO_UNCLAIM_ENABLED', 'AUTO_UNCLAIM_AFTER_HOURS',
   'ALLOW_CLAIM_OVERWRITE',
-  'REMINDER_ENABLED', 'REMINDER_AFTER_HOURS', 'PRIORITY_ENABLED', 'DEFAULT_PRIORITY',
+  '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
@@ -140,26 +139,6 @@ const VALIDATORS = {
       return { ok: true, coerced: parts.join(',') };
     }
   },
-  json: {
-    type: 'json',
-    validate(value) {
-      if (isEmptyInput(value)) return { ok: true, coerced: '' };
-      const str = String(value);
-      try {
-        JSON.parse(str);
-        return { ok: true, coerced: str };
-      } catch (_) {
-        return { ok: false, error: 'must be valid JSON' };
-      }
-    }
-  },
-  string_or_json: {
-    type: 'string_or_json',
-    validate(value) {
-      if (value === null || value === undefined) return { ok: false, error: 'cannot be null' };
-      return { ok: true, coerced: String(value) };
-    }
-  },
   // Fallback. Preserves legacy coercion so CONFIG.* values keep their types
   // for consumers that compare with === true / === 5 (see old applyConfigUpdates).
   string: {

services/gmail.js

@@ -182,18 +182,17 @@ async function sendTicketClosedEmail(ticket, closerName, userId = null) {
 /**
  * Send a notification email in the ticket thread (e.g. escalation, high-priority).
  * @param {Object} ticket - Ticket with gmailThreadId, senderEmail, subject
- * @param {string} subjectLine - Fallback subject if the thread can't be queried
  * @param {string} messageBody - Plain or HTML message body
  * @param {string} [userId] - Discord user ID for signature (optional)
  */
-async function sendTicketNotificationEmail(ticket, subjectLine, messageBody, userId = null) {
+async function sendTicketNotificationEmail(ticket, messageBody, userId = null) {
   try {
     const recipient = resolveCustomerRecipient(ticket, 'sendTicketNotificationEmail');
     if (!recipient) return;
 
     const gmail = getGmailClient();
     const { subject, msgId } = await fetchThreadSubjectAndMsgId(gmail, ticket.gmailThreadId);
-    const encodedSubject = encodeReplySubject(subject || subjectLine || ticket.subject || 'Support');
+    const encodedSubject = encodeReplySubject(subject || ticket.subject || 'Support');
 
     await sendThreadedEmail(gmail, {
       threadId: ticket.gmailThreadId,

services/tickets.js

@@ -1,6 +1,6 @@
 /**
  * Ticket database helpers – counters, rename, limits, auto-close,
- * reminders, auto-unclaim, channel creation.
+ * auto-unclaim, channel creation.
  */
 const { ChannelType } = require('discord.js');
 const { mongoose, withRetry } = require('../db-connection');
@@ -269,15 +269,6 @@ async function checkTicketLimits(senderEmail) {
   return { ok: true };
 }
 
-// --- ACTIVITY ---
-
-async function updateTicketActivity(gmailThreadId) {
-  await Ticket.updateOne(
-    { gmailThreadId },
-    { $set: { lastActivity: new Date() } }
-  );
-}
-
 // --- SCHEDULED CHECKS ---
 // These accept `client` and optionally `sendTicketClosedEmail` to avoid circular deps.
 
@@ -291,11 +282,11 @@ async function checkAutoClose(client, sendTicketClosedEmail) {
     lastActivity: { $lt: cutoffTime, $ne: null }
   }).sort({ createdAt: 1 }).limit(500).lean());
 
+  const guild = client.guilds.cache.first();
+  if (!guild) return;
+
   for (const ticket of staleTickets) {
     try {
-      const guild = client.guilds.cache.first();
-      if (!guild) continue;
-
       const channel = await guild.channels.fetch(ticket.discordThreadId).catch(() => null);
       if (channel) {
         await enqueueSend(channel, CONFIG.DISCORD_AUTO_CLOSE_MESSAGE);
@@ -337,11 +328,11 @@ async function checkAutoUnclaim(client) {
     lastActivity: { $lt: unclaimTime, $ne: null }
   }).lean());
 
+  const guild = client.guilds.cache.first();
+  if (!guild) return;
+
   for (const ticket of staleClaimedTickets) {
     try {
-      const guild = client.guilds.cache.first();
-      if (!guild) continue;
-
       const channel = await guild.channels.fetch(ticket.discordThreadId).catch(() => null);
       if (channel) {
         await withRetry(() => Ticket.updateOne(
@@ -426,7 +417,6 @@ module.exports = {
   makeTicketName,
   checkTicketCreationRateLimit,
   checkTicketLimits,
-  updateTicketActivity,
   checkAutoClose,
   checkAutoUnclaim,
   reconcileDeletedTicketChannels,

services/transcript.js

@@ -0,0 +1,37 @@
+/**
+ * Shared transcript rendering for the two close paths
+ * (handlers/buttons.js runFinalClose and handlers/commands/close.js postTranscript).
+ * Pure formatting only — each caller owns its own posting / DB / email side effects.
+ */
+const { CONFIG } = require('../config');
+
+/** 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');
+}
+
+/** Format a date for the transcript header (US locale, 12h, with time zone). */
+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'
+  });
+}
+
+/** Build the transcript-channel message body from DISCORD_TRANSCRIPT_MESSAGE. */
+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}`;
+}
+
+module.exports = { buildTranscriptText, formatDateForTranscript, renderTranscriptHeader };

settings-site/public/index.html

@@ -84,7 +84,6 @@
         <div class="field"><label>Debugging Channel</label><input type="text" data-key="DEBUGGING_CHANNEL_ID" data-smart="channel"></div>
         <div class="field"><label>Gmail Log Channel</label><input type="text" data-key="GMAIL_LOG_CHANNEL_ID" data-smart="channel"></div>
         <div class="field"><label>Automation Log Channel</label><input type="text" data-key="AUTOMATION_LOG_CHANNEL_ID" data-smart="channel"></div>
-        <div class="field"><label>Rename Log Channel</label><input type="text" data-key="RENAME_LOG_CHANNEL_ID" data-smart="channel"></div>
         <div class="field"><label>Security Log Channel</label><input type="text" data-key="SECURITY_LOG_CHANNEL_ID" data-smart="channel"></div>
         <div class="field"><label>System Log Channel</label><input type="text" data-key="SYSTEM_LOG_CHANNEL_ID" data-smart="channel"></div>
       </div></div>
@@ -123,8 +122,6 @@
       <div class="section-body"><div class="field-grid">
         <div class="field"><label>Auto-Close</label><div class="toggle-wrap"><label class="toggle"><input type="checkbox" data-key="AUTO_CLOSE_ENABLED"><span class="slider"></span></label><span>Enabled</span></div></div>
         <div class="field"><label>Auto-Close Hours</label><input type="number" data-key="AUTO_CLOSE_AFTER_HOURS"></div>
-        <div class="field"><label>Reminders</label><div class="toggle-wrap"><label class="toggle"><input type="checkbox" data-key="REMINDER_ENABLED"><span class="slider"></span></label><span>Enabled</span></div></div>
-        <div class="field"><label>Reminder Hours</label><input type="number" data-key="REMINDER_AFTER_HOURS"></div>
         <div class="field"><label>Auto-Unclaim</label><div class="toggle-wrap"><label class="toggle"><input type="checkbox" data-key="AUTO_UNCLAIM_ENABLED"><span class="slider"></span></label><span>Enabled</span></div></div>
         <div class="field"><label>Auto-Unclaim Hours</label><input type="number" data-key="AUTO_UNCLAIM_AFTER_HOURS"></div>
         <div class="field"><label>Allow Claim Overwrite</label><div class="toggle-wrap"><label class="toggle"><input type="checkbox" data-key="ALLOW_CLAIM_OVERWRITE"><span class="slider"></span></label><span>Enabled</span></div></div>
@@ -136,7 +133,6 @@
         <div class="field full-width"><label>Claimed Message</label><textarea data-key="TICKET_CLAIMED_MESSAGE" rows="2"></textarea><div class="hint">Variables: {staff_mention}, {staff_name}</div></div>
         <div class="field full-width"><label>Unclaimed Message</label><textarea data-key="TICKET_UNCLAIMED_MESSAGE" rows="2"></textarea></div>
         <div class="field full-width"><label>Escalation Message</label><textarea data-key="ESCALATION_MESSAGE" rows="3"></textarea><div class="hint">Variables: {support_name}</div></div>
-        <div class="field full-width"><label>Reminder Message</label><textarea data-key="REMINDER_MESSAGE" rows="2"></textarea><div class="hint">Variables: {ping}, {hours}</div></div>
       </div></div>
     </div>
 

utils.js

@@ -22,9 +22,6 @@ function isStaff(member) {
 
 // --- TEXT PROCESSING ---
 
-const BLOCK_TAG_REGEX =
-  /<\/(p|div|li|h[1-6]|tr|table|section|article|blockquote)>/gi;
-
 function escapeRegex(str) {
   return str.replace(/[.*+?^${}()|[\]\\]/g, '\\$&');
 }
@@ -40,28 +37,6 @@ function escapeHtml(str) {
     .replace(/'/g, '&#39;');
 }
 
-function decodeHtmlEntities(str) {
-  if (!str) return '';
-  return str
-    .replace(/&amp;/g, '&')
-    .replace(/&lt;/g, '<')
-    .replace(/&gt;/g, '>')
-    .replace(/&quot;/g, '"')
-    .replace(/&#39;/g, "'")
-    .replace(/&nbsp;/g, ' ');
-}
-
-function htmlToTextWithBlocks(html) {
-  return decodeHtmlEntities(
-    html
-      .replace(/\r\n/g, '\n')
-      .replace(/<br\s*\/?>/gi, '\n')
-      .replace(BLOCK_TAG_REGEX, '\n\n')
-      .replace(/<(ul|ol)[^>]*>/gi, '\n')
-      .replace(/<[^>]*>?/gm, '')
-  );
-}
-
 // --- EMAIL BODY EXTRACTION ---
 
 function decodeGmailData(p) {
@@ -277,7 +252,6 @@ module.exports = {
   escapeHtml,
   safeEqual,
   isStaff,
-  htmlToTextWithBlocks,
   getCleanBody,
   stripEmailQuotes,
   stripMobileFooter,

utils/ticketComponents.js

@@ -2,16 +2,36 @@
  * Ticket action row builder – Close, Claim, Escalate (if tier < 3), Deescalate (if tier >= 2).
  * Used by handlers/buttons.js and handlers/commands.js.
  */
-const { ActionRowBuilder, ButtonBuilder, ButtonStyle } = require('discord.js');
+const { ActionRowBuilder, ButtonBuilder, ButtonStyle, PermissionFlagsBits } = require('discord.js');
 const { CONFIG } = require('../config');
 
+/**
+ * permissionOverwrites for a Discord-originated ticket channel: deny @everyone,
+ * allow the creating user and the staff ping role. Used by the button and
+ * context-menu creation paths (the email/gmail path differs — no Discord
+ * creator — and builds its own overwrites).
+ * @param {import('discord.js').Guild} guild
+ * @param {string} creatorId - Discord user ID of the ticket creator
+ */
+function ticketChannelOverwrites(guild, creatorId) {
+  const allow = [
+    PermissionFlagsBits.ViewChannel,
+    PermissionFlagsBits.SendMessages,
+    PermissionFlagsBits.ReadMessageHistory
+  ];
+  return [
+    { id: guild.id, deny: [PermissionFlagsBits.ViewChannel] },
+    { id: creatorId, allow },
+    { id: CONFIG.ROLE_ID_TO_PING, allow }
+  ];
+}
+
 /**
  * Build the standard ticket action row (Close, Claim, optionally Escalate, optionally Deescalate).
  * @param {Object} ticket - Ticket with escalationTier (0, 1, 2) and optionally escalated
- * @param {Object} [options] - { unclaimLabel, unclaimEmoji } for claim button when ticket is claimed
  * @returns {ActionRowBuilder}
  */
-function getTicketActionRow(ticket, options = {}) {
+function getTicketActionRow(ticket) {
   const tier = ticket.escalationTier ?? (ticket.escalated ? 1 : 0);
   const row = new ActionRowBuilder();
 
@@ -23,8 +43,8 @@ function getTicketActionRow(ticket, options = {}) {
       .setStyle(ButtonStyle.Secondary),
     new ButtonBuilder()
       .setCustomId('claim_ticket')
-      .setLabel(options.unclaimLabel ?? CONFIG.BUTTON_LABEL_CLAIM)
+      .setLabel(CONFIG.BUTTON_LABEL_CLAIM)
-      .setEmoji(options.unclaimEmoji ?? CONFIG.BUTTON_EMOJI_CLAIM)
+      .setEmoji(CONFIG.BUTTON_EMOJI_CLAIM)
       .setStyle(ButtonStyle.Secondary)
   );
 
@@ -48,4 +68,4 @@ function getTicketActionRow(ticket, options = {}) {
   return row;
 }
 
-module.exports = { getTicketActionRow };
+module.exports = { getTicketActionRow, ticketChannelOverwrites };