strip: remove pattern/surge/chat alert monitoring + unused commands

- delete services/{patternChecker,patternStore,surgeChecker,chatAlertChecker,staffNotifications,staffChannel,notificationRegistry,notificationEnabled,staffPresence}.js - remove /notification, /staffnotification, /tag, /priority - /escalate: drop action param, always unclaim - purge PATTERN_*, SURGE_*, CHAT_ALERT_*, STAFF_* env vars from config + .env.example - drop StaffNotification model - ~2500 LOC removed - settings-site /internal/notifications/* endpoints gone (UI will 404 until trimmed)
2026-04-21 15:57:18 +00:00
parent 298cf13d5c
commit 636348d824
27 changed files with 3335 additions and 2532 deletions
--- a/.env.example
+++ b/.env.example
@@ -112,16 +112,10 @@ PRIORITY_MEDIUM_EMOJI=🟡
 PRIORITY_LOW_EMOJI=🟢

 # --- Claiming ---
-CLAIM_TIMEOUT_ENABLED=false
-CLAIM_TIMEOUT_HOURS=48
 AUTO_UNCLAIM_ENABLED=false
 AUTO_UNCLAIM_AFTER_HOURS=24
 ALLOW_CLAIM_OVERWRITE=false
-STAFF_EMOJIS=224692549225283584:🍅        # userId:emoji pairs, comma-separated
-CLAIMER_EMOJI_FALLBACK=🎫                 # fallback if claimer has no entry in STAFF_EMOJIS
-ADMIN_ID=                                 # Discord user ID of the bot admin (for /staffnotification)
-STAFF_NOTIFICATION_CATEGORY_ID=           # Category for staff notification channels (created by /notification add)
-UNCLAIMED_REMINDER_THRESHOLDS=1,2,4       # Comma-separated hour thresholds for unclaimed ticket alerts
+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_LOG_CHANNEL_ID=                     # Channel for Gmail poll activity logs
@@ -130,46 +124,6 @@ RENAME_LOG_CHANNEL_ID=                    # Channel for channel rename queue log
 SECURITY_LOG_CHANNEL_ID=                  # Channel for security/audit logs
 SYSTEM_LOG_CHANNEL_ID=                    # Channel for bot lifecycle logs (startup, shutdown, DB events)

-# --- Pattern detection ---
-USER_PATTERNS_CHANNEL_ID=                 # Channel for repeat-user pattern alerts
-GAME_PATTERNS_CHANNEL_ID=                 # Channel for game-specific pattern alerts
-TAG_PATTERNS_CHANNEL_ID=                  # Channel for ticket tag pattern alerts
-ESCALATION_PATTERNS_CHANNEL_ID=           # Channel for escalation pattern alerts
-STAFF_PATTERNS_CHANNEL_ID=                # Channel for staff workload pattern alerts
-COMBINED_PATTERNS_CHANNEL_ID=             # Channel for combined/cross-cutting pattern alerts
-PATTERN_USER_TICKET_THRESHOLD=3           # Tickets per user before alerting
-PATTERN_GAME_TICKET_THRESHOLD=10          # Tickets per game before alerting
-PATTERN_STAFF_STALE_PING_THRESHOLD=5      # Stale pings before alerting
-PATTERN_ESCALATION_THRESHOLD=3            # Escalations before alerting
-PATTERN_RAPID_CLOSE_SECONDS=120           # Seconds; closes faster than this are flagged
-PATTERN_UNCLAIMED_HOURS=4                 # Hours unclaimed before flagging
-PATTERN_CHECK_INTERVAL_MINUTES=30         # Minutes between pattern check runs
-
-# --- Surge & chat alerts ---
-ALL_STAFF_CHANNEL_ID=                     # Channel for staff surge alerts
-ALL_STAFF_CHAT_ALERT_CHANNEL_ID=          # Channel for chat monitoring alerts
-SURGE_ROLE_ID=                            # Role to ping on surge alerts
-SURGE_TICKET_COUNT=10                     # Ticket count to trigger surge
-SURGE_TICKET_WINDOW_MINUTES=30            # Window for ticket surge
-SURGE_GAME_TICKET_COUNT=5                 # Per-game ticket count for surge
-SURGE_GAME_TICKET_WINDOW_MINUTES=30       # Window for game surge
-SURGE_STALE_COUNT=8                       # Stale tickets to trigger alert
-SURGE_STALE_HOURS=2                       # Hours before ticket is stale
-SURGE_NEEDS_RESPONSE_COUNT=5              # Tickets awaiting response to trigger alert
-SURGE_NEEDS_RESPONSE_HOURS=1              # Hours awaiting response
-SURGE_UNCLAIMED_COUNT=5                   # Unclaimed tickets for surge alert
-SURGE_UNCLAIMED_MINUTES=30                # Minutes unclaimed before counting
-SURGE_TIER3_UNCLAIMED_MINUTES=15          # Minutes before tier 3 unclaimed alert
-SURGE_COOLDOWN_MINUTES=60                 # Cooldown between surge alerts
-CHAT_ALERT_CHANNEL_IDS=                   # Comma-separated channel IDs to monitor
-CHAT_ALERT_MESSAGE_COUNT=5                # Unresponded messages to trigger alert
-CHAT_ALERT_HOURS_WITHOUT_RESPONSE=2       # Hours without staff response to alert
-CHAT_ALERT_COOLDOWN_MINUTES=60            # Cooldown between chat alerts
-STAFF_IDS=                                # Comma-separated Discord user IDs of all staff members
-SURGE_NO_STAFF_COOLDOWN_MINUTES=30        # Cooldown between zero-staff alerts
-SURGE_NO_STAFF_OPEN_TICKET_THRESHOLD=3    # Min open tickets before alerting
-STAFF_DND_COUNTS_AS_AVAILABLE=false       # Whether DND status counts as available
-
 # --- Staff threads ---
 STAFF_THREAD_ENABLED=false                # Create a private staff thread on each ticket channel
 STAFF_THREAD_NAME=Staff Discussion        # Name of the private thread
--- a/.env.test.example
+++ b/.env.test.example
@@ -107,8 +107,6 @@ PRIORITY_MEDIUM_EMOJI=🟡
 PRIORITY_LOW_EMOJI=🟢

 # --- Claiming ---
-CLAIM_TIMEOUT_ENABLED=false
-CLAIM_TIMEOUT_HOURS=48
 AUTO_UNCLAIM_ENABLED=false
 AUTO_UNCLAIM_AFTER_HOURS=24
 ALLOW_CLAIM_OVERWRITE=false
--- a/broccolini-discord.js
+++ b/broccolini-discord.js
@@ -18,7 +18,6 @@ const { handleDiscordReply } = require('./handlers/messages');
 // Services & jobs
 const { sendTicketClosedEmail } = require('./services/gmail');
 const { checkAutoClose, checkAutoUnclaim, reconcileDeletedTicketChannels, resumePendingDeletes } = require('./services/tickets');
-const { notifyAllStaffUnclaimed } = require('./services/staffNotifications');
 const { registerCommands } = require('./commands/register');
 const bosscordRoutes = require('./routes/bosscord');
 const { setBot } = require('./api/bosscordClient');
@@ -202,15 +201,6 @@ client.on('interactionCreate', async interaction => {
 });

 client.on('messageCreate', async msg => {
-  // Track staff last-seen for zero-staff detection fallback
-  if (!msg.author.bot && CONFIG.STAFF_IDS.includes(msg.author.id)) {
-    const { updateStaffLastSeen } = require('./services/patternStore');
-    updateStaffLastSeen(msg.author.id);
-  }
-  // Chat channel monitoring
-  const { handleChatMessage } = require('./services/chatAlertChecker');
-  await handleChatMessage(msg, client).catch(() => {});
-  // Existing ticket reply handler
  await handleDiscordReply(msg);
 });

@@ -262,47 +252,21 @@ client.once('ready', async () => {
    console.log('✓ Auto-close enabled: checking every hour');
  }

-  trackInterval(setInterval(() => notifyAllStaffUnclaimed(client).catch(e => console.error('notifyAllStaffUnclaimed:', e)), 30 * 60 * 1000));
-  notifyAllStaffUnclaimed(client).catch(e => console.error('notifyAllStaffUnclaimed:', e));
-  console.log('✓ Staff unclaimed reminders: checking every 30 minutes');
-
  if (CONFIG.AUTO_UNCLAIM_ENABLED) {
    trackInterval(setInterval(() => checkAutoUnclaim(client), 60 * 60 * 1000));
    checkAutoUnclaim(client);
    console.log('✓ Auto-unclaim enabled: checking every hour');
  }

-  const { runPatternChecks } = require('./services/patternChecker');
-  const { scheduleResets } = require('./services/patternStore');
-  scheduleResets();
-  trackInterval(setInterval(() => runPatternChecks(client).catch(e => console.error('runPatternChecks:', e)), CONFIG.PATTERN_CHECK_INTERVAL_MINUTES * 60 * 1000));
-  console.log(`✓ Pattern checks: every ${CONFIG.PATTERN_CHECK_INTERVAL_MINUTES} minutes`);
-
-  const { runSurgeChecks } = require('./services/surgeChecker');
-  trackInterval(setInterval(() => runSurgeChecks(client).catch(e => console.error('runSurgeChecks:', e)), 5 * 60 * 1000));
-  setTimeout(() => runSurgeChecks(client).catch(e => console.error('runSurgeChecks:', e)), 30000);
-  console.log('✓ Surge checks: every 5 minutes');
-
-  const { initChatMonitoring, runChatAlertChecks } = require('./services/chatAlertChecker');
-  initChatMonitoring(client);
-  trackInterval(setInterval(() => runChatAlertChecks(client).catch(e => console.error('runChatAlertChecks:', e)), 5 * 60 * 1000));
-  console.log('✓ Chat alert monitoring: every 5 minutes');
-
  reconcileDeletedTicketChannels(client).catch(e => console.error('reconcileDeletedTicketChannels:', e));
  trackInterval(setInterval(() => reconcileDeletedTicketChannels(client).catch(e => console.error('reconcileDeletedTicketChannels:', e)), 60 * 60 * 1000));
  resumePendingDeletes(client).catch(e => console.error('resumePendingDeletes:', e));
  console.log('✓ Reconcile deleted ticket channels: every 1 hour');

  // Start in-memory Map sweeps (per-module) — keeps long-running processes bounded.
-  require('./services/patternStore').startSweeps(trackInterval);
-  require('./services/staffNotifications').startSweeps(trackInterval);
  require('./services/tickets').startTicketsSweeps(trackInterval);
  console.log('✓ Memory sweeps registered: every 6 hours (unref\'d)');

-  if (!CONFIG.STAFF_IDS.length) {
-    console.warn('[surgeChecker] STAFF_IDS is not set — zero-staff detection disabled.');
-  }
-
  console.log('✓ Discord bot ready. Tag:', client.user.tag);

  logSystem('Bot online', [
@@ -310,7 +274,6 @@ client.once('ready', async () => {
    { name: 'Poll interval', value: `${CONFIG.GMAIL_POLL_INTERVAL_MS / 1000}s` },
    { name: 'Auto-close', value: CONFIG.AUTO_CLOSE_ENABLED ? `enabled (${CONFIG.AUTO_CLOSE_AFTER_HOURS}h)` : 'disabled' },
    { name: 'Auto-unclaim', value: CONFIG.AUTO_UNCLAIM_ENABLED ? `enabled (${CONFIG.AUTO_UNCLAIM_AFTER_HOURS}h)` : 'disabled' },
-    { name: 'Claim timeout', value: CONFIG.CLAIM_TIMEOUT_ENABLED ? `enabled (${CONFIG.CLAIM_TIMEOUT_HOURS}h)` : 'disabled' },
    { name: 'Gmail log', value: CONFIG.GMAIL_LOG_CHANNEL_ID ? 'configured' : 'not configured' },
    { name: 'Automation log', value: CONFIG.AUTOMATION_LOG_CHANNEL_ID ? 'configured' : 'not configured' },
    { name: 'Staff threads', value: CONFIG.STAFF_THREAD_ENABLED ? `enabled (name: "${CONFIG.STAFF_THREAD_NAME}")` : 'disabled' },
--- a/commands/register.js
+++ b/commands/register.js
@@ -12,7 +12,7 @@ const {
  ContextMenuCommandBuilder,
  ApplicationCommandType
 } = require('discord.js');
-const { CONFIG, TICKET_TAGS } = require('../config');
+const { CONFIG } = require('../config');

 async function registerCommands() {
  if (!CONFIG.CLIENT_ID || !CONFIG.DISCORD_GUILD_ID) return;
@@ -22,7 +22,7 @@ async function registerCommands() {
  const commands = [
    new SlashCommandBuilder()
      .setName('escalate')
-      .setDescription('Escalate this ticket to tier 2 or tier 3')
+      .setDescription('Escalate this ticket to tier 2 or tier 3 (always unclaims)')
      .setContexts([InteractionContextType.Guild])
      .setIntegrationTypes([ApplicationIntegrationType.GuildInstall])
      .setDefaultMemberPermissions(PermissionFlagsBits.ManageMessages)
@@ -35,16 +35,6 @@ async function registerCommands() {
            { name: 'Tier 2', value: '2' },
            { name: 'Tier 3', value: '3' }
          )
-      )
-      .addStringOption(opt =>
-        opt
-          .setName('action')
-          .setDescription('Unclaim ticket or keep current claimer')
-          .setRequired(true)
-          .addChoices(
-            { name: 'Unclaim', value: 'unclaim' },
-            { name: 'Keep', value: 'keep' }
-          )
      ),

    new SlashCommandBuilder()
@@ -128,19 +118,6 @@ async function registerCommands() {
          .setRequired(true)
      ),

-    new SlashCommandBuilder()
-      .setName('tag')
-      .setDescription('Set ticket category (dropdown)')
-      .setContexts([InteractionContextType.Guild])
-      .setDefaultMemberPermissions(PermissionFlagsBits.ManageMessages)
-      .addStringOption(o =>
-        o
-          .setName('category')
-          .setDescription('Ticket category tag')
-          .setRequired(true)
-          .addChoices(...(TICKET_TAGS || []).map(({ value, emoji, name }) => ({ name: `${emoji} ${name}`, value })))
-      ),
-
    new SlashCommandBuilder()
      .setName('response')
      .setDescription('Saved response tags (custom templates)')
@@ -332,25 +309,6 @@ async function registerCommands() {
          .setRequired(false)
      ),

-    new SlashCommandBuilder()
-      .setName('priority')
-      .setDescription('Set the priority of this ticket')
-      .setContexts([InteractionContextType.Guild])
-      .setIntegrationTypes([ApplicationIntegrationType.GuildInstall])
-      .setDefaultMemberPermissions(PermissionFlagsBits.ManageMessages)
-      .addStringOption(opt =>
-        opt
-          .setName('level')
-          .setDescription('Priority level')
-          .setRequired(true)
-          .addChoices(
-            { name: '🟢 Low', value: 'low' },
-            { name: '🟡 Normal', value: 'normal' },
-            { name: '🟠 Medium', value: 'medium' },
-            { name: '🔴 High', value: 'high' }
-          )
-      ),
-
    new SlashCommandBuilder()
      .setName('search')
      .setDescription('Search for tickets')
@@ -384,52 +342,6 @@ async function registerCommands() {
      .setIntegrationTypes([ApplicationIntegrationType.GuildInstall])
      .setDefaultMemberPermissions(PermissionFlagsBits.Administrator),

-    new SlashCommandBuilder()
-      .setName('notification')
-      .setDescription('Manage your staff notification settings')
-      .setContexts([InteractionContextType.Guild])
-      .setIntegrationTypes([ApplicationIntegrationType.GuildInstall])
-      .setDefaultMemberPermissions(PermissionFlagsBits.ManageMessages)
-      .addSubcommand(sub =>
-        sub
-          .setName('set')
-          .setDescription('Set your notification cooldown (hours between alerts per ticket)')
-          .addIntegerOption(opt =>
-            opt
-              .setName('hours')
-              .setDescription('Cooldown in hours (1–6)')
-              .setMinValue(1)
-              .setMaxValue(6)
-              .setRequired(true)
-          )
-      )
-      .addSubcommand(sub =>
-        sub
-          .setName('add')
-          .setDescription('Create a notification channel for a staff member')
-          .addUserOption(opt =>
-            opt.setName('member').setDescription('Staff member').setRequired(true)
-          )
-      ),
-
-    new SlashCommandBuilder()
-      .setName('staffnotification')
-      .setDescription('Override notification cooldown for another staff member (admin only)')
-      .setContexts([InteractionContextType.Guild])
-      .setIntegrationTypes([ApplicationIntegrationType.GuildInstall])
-      .setDefaultMemberPermissions(PermissionFlagsBits.Administrator)
-      .addUserOption(opt =>
-        opt.setName('member').setDescription('Staff member').setRequired(true)
-      )
-      .addIntegerOption(opt =>
-        opt
-          .setName('hours')
-          .setDescription('Cooldown in hours (1–6)')
-          .setMinValue(1)
-          .setMaxValue(6)
-          .setRequired(true)
-      ),
-
    new SlashCommandBuilder()
      .setName('closetimer')
      .setDescription('Set the force-close countdown duration')
--- a/config.js
+++ b/config.js
@@ -30,88 +30,11 @@ if (!envPath) {
  }
 }

-const DEFAULT_NOTIFICATION_THRESHOLDS = {
-  // patternChecker - age-based (time since condition first became true)
-  user_tickets: ['15m', '30m', '1h', '3h'],
-  user_reopen: ['1h', '4h', '1d'],
-  user_crossgame: ['1h', '1d'],
-  game_surge: ['15m', '30m', '1h'],
-  game_backlog: ['30m', '1h', '3h', '6h'],
-  game_resolution: ['1d'],
-  game_spike: ['15m', '30m'],
-  tag_top: ['1h', '6h', '1d'],
-  tag_escalation: ['1h', '6h', '1d'],
-  untagged_closes: ['1h', '1d'],
-  tag_game_corr: ['1d'],
-  user_esc: ['1h', '6h', '1d'],
-  game_esc_rate: ['1d'],
-  rapid_t2_t3: ['3', '5', '10', '15', '20', '30', '50'], // count-based milestones, not time
-  staff_no_close: ['1h', '3h'],
-  staff_overloaded: ['1h', '3h', '6h'],
-  staff_stale: ['1h', '3h'],
-  staff_transfer_rate: ['1h', '1d'],
-  staff_esc: ['1h', '6h', '1d'],
-  staff_game_esc: ['1d'],
-  game_tag_spike: ['1h', '6h'],
-  overnight_gap: ['1d'],
-  staff_always_esc: ['1d'],
-  // surgeChecker - cooldown-escalating (repeat alerts spaced further apart)
-  surge_tickets: ['10m', '30m', '1h', '2h', '3h'],
-  surge_game: ['10m', '30m', '1h', '2h'],
-  surge_stale: ['30m', '1h', '2h', '4h'],
-  surge_needs_response: ['15m', '30m', '1h', '3h'],
-  surge_unclaimed: ['15m', '30m', '1h', '2h', '4h'],
-  surge_tier3_unclaimed: ['10m', '15m', '30m', '1h', '2h'],
-  surge_no_staff: ['10m', '20m', '30m', '1h'],
-  // staffNotifications - age-based per ticket (hours)
-  unclaimed_reminder: ['1h', '2h', '4h', '8h', '1d'],
-  // chatAlertChecker - cooldown-escalating
-  chat_messages: ['15m', '30m', '1h', '3h'],
-  chat_time: ['30m', '1h', '2h', '4h']
-};
-
 function toInt(v, fallback) {
  const n = parseInt(v, 10);
  return Number.isFinite(n) ? n : fallback;
 }

-function parseThresholdString(str) {
-  const value = String(str || '').trim();
-  if (!value) return NaN;
-
-  // Integers without a unit are raw count milestones.
-  if (/^\d+$/.test(value)) return parseInt(value, 10);
-
-  let totalMs = 0;
-  const re = /(\d+)([mhd])/g;
-  let match;
-  let consumed = '';
-  while ((match = re.exec(value)) !== null) {
-    const amount = parseInt(match[1], 10);
-    const unit = match[2];
-    consumed += match[0];
-    if (unit === 'm') totalMs += amount * 60 * 1000;
-    else if (unit === 'h') totalMs += amount * 60 * 60 * 1000;
-    else if (unit === 'd') totalMs += amount * 24 * 60 * 60 * 1000;
-  }
-
-  if (!consumed || consumed !== value) return NaN;
-  return totalMs;
-}
-
-function parseNotificationThresholdsJson(raw) {
-  if (!raw || !String(raw).trim()) return DEFAULT_NOTIFICATION_THRESHOLDS;
-  try {
-    const parsedJson = JSON.parse(raw);
-    if (parsedJson && typeof parsedJson === 'object' && !Array.isArray(parsedJson)) {
-      return parsedJson;
-    }
-  } catch (err) {
-    console.warn('[config] Failed to parse NOTIFICATION_THRESHOLDS_JSON, using default:', err.message);
-  }
-  return DEFAULT_NOTIFICATION_THRESHOLDS;
-}
-
 const CONFIG = {
  DISCORD_TOKEN: (process.env.DISCORD_TOKEN || process.env.DISCORD_BOT_TOKEN || '').trim(),
  DISCORD_GUILD_ID: process.env.DISCORD_GUILD_ID || null,
@@ -181,8 +104,6 @@ const CONFIG = {
  PRIORITY_HIGH_EMOJI: process.env.PRIORITY_HIGH_EMOJI || '🔴',
  PRIORITY_MEDIUM_EMOJI: process.env.PRIORITY_MEDIUM_EMOJI || '🟡',
  PRIORITY_LOW_EMOJI: process.env.PRIORITY_LOW_EMOJI || '🟢',
-  CLAIM_TIMEOUT_ENABLED: process.env.CLAIM_TIMEOUT_ENABLED === 'true',
-  CLAIM_TIMEOUT_HOURS: toInt(process.env.CLAIM_TIMEOUT_HOURS, 48),
  AUTO_UNCLAIM_ENABLED: process.env.AUTO_UNCLAIM_ENABLED === 'true',
  AUTO_UNCLAIM_AFTER_HOURS: toInt(process.env.AUTO_UNCLAIM_AFTER_HOURS, 24),
  ALLOW_CLAIM_OVERWRITE: process.env.ALLOW_CLAIM_OVERWRITE === 'true',
@@ -199,25 +120,7 @@ const CONFIG = {
  EMBED_COLOR_CLAIMED: toInt(process.env.EMBED_COLOR_CLAIMED, 0xFFFF00),
  EMBED_COLOR_ESCALATED: toInt(process.env.EMBED_COLOR_ESCALATED, 0xFF6600),
  EMBED_COLOR_INFO: toInt(process.env.EMBED_COLOR_INFO, 0x1e2124),
-  STAFF_CATEGORIES: new Map(), // deprecated – kept for staffChannel.js compat
-  STAFF_EMOJIS: (() => {
-    const raw = process.env.STAFF_EMOJIS;
-    const map = new Map();
-    if (!raw || !String(raw).trim()) return map;
-    for (const part of String(raw).split(',')) {
-      const seg = part.trim();
-      if (!seg) continue;
-      const idx = seg.indexOf(':');
-      if (idx === -1) continue;
-      const userId = seg.slice(0, idx).trim();
-      const emoji = seg.slice(idx + 1).trim();
-      if (userId && emoji) map.set(userId, emoji);
-    }
-    return map;
-  })(),
-  CLAIMER_EMOJI_FALLBACK: process.env.CLAIMER_EMOJI_FALLBACK || '🎫',
  ADMIN_ID: process.env.ADMIN_ID || null,
-  STAFF_NOTIFICATION_CATEGORY_ID: process.env.STAFF_NOTIFICATION_CATEGORY_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,
  GMAIL_LOG_CHANNEL_ID: process.env.GMAIL_LOG_CHANNEL_ID || null,
@@ -225,42 +128,6 @@ const CONFIG = {
  RENAME_LOG_CHANNEL_ID: process.env.RENAME_LOG_CHANNEL_ID || null,
  SECURITY_LOG_CHANNEL_ID: process.env.SECURITY_LOG_CHANNEL_ID || null,
  SYSTEM_LOG_CHANNEL_ID: process.env.SYSTEM_LOG_CHANNEL_ID || null,
-  USER_PATTERNS_CHANNEL_ID: process.env.USER_PATTERNS_CHANNEL_ID || null,
-  GAME_PATTERNS_CHANNEL_ID: process.env.GAME_PATTERNS_CHANNEL_ID || null,
-  TAG_PATTERNS_CHANNEL_ID: process.env.TAG_PATTERNS_CHANNEL_ID || null,
-  ESCALATION_PATTERNS_CHANNEL_ID: process.env.ESCALATION_PATTERNS_CHANNEL_ID || null,
-  STAFF_PATTERNS_CHANNEL_ID: process.env.STAFF_PATTERNS_CHANNEL_ID || null,
-  COMBINED_PATTERNS_CHANNEL_ID: process.env.COMBINED_PATTERNS_CHANNEL_ID || null,
-  PATTERN_USER_TICKET_THRESHOLD: toInt(process.env.PATTERN_USER_TICKET_THRESHOLD, 3),
-  PATTERN_GAME_TICKET_THRESHOLD: toInt(process.env.PATTERN_GAME_TICKET_THRESHOLD, 10),
-  PATTERN_STAFF_STALE_PING_THRESHOLD: toInt(process.env.PATTERN_STAFF_STALE_PING_THRESHOLD, 5),
-  PATTERN_ESCALATION_THRESHOLD: toInt(process.env.PATTERN_ESCALATION_THRESHOLD, 3),
-  PATTERN_RAPID_CLOSE_SECONDS: toInt(process.env.PATTERN_RAPID_CLOSE_SECONDS, 120),
-  PATTERN_UNCLAIMED_HOURS: toInt(process.env.PATTERN_UNCLAIMED_HOURS, 4),
-  PATTERN_CHECK_INTERVAL_MINUTES: toInt(process.env.PATTERN_CHECK_INTERVAL_MINUTES, 30),
-  ALL_STAFF_CHANNEL_ID: process.env.ALL_STAFF_CHANNEL_ID || null,
-  ALL_STAFF_CHAT_ALERT_CHANNEL_ID: process.env.ALL_STAFF_CHAT_ALERT_CHANNEL_ID || null,
-  SURGE_ROLE_ID: process.env.SURGE_ROLE_ID || null,
-  SURGE_TICKET_COUNT: toInt(process.env.SURGE_TICKET_COUNT, 10),
-  SURGE_TICKET_WINDOW_MINUTES: toInt(process.env.SURGE_TICKET_WINDOW_MINUTES, 30),
-  SURGE_GAME_TICKET_COUNT: toInt(process.env.SURGE_GAME_TICKET_COUNT, 5),
-  SURGE_GAME_TICKET_WINDOW_MINUTES: toInt(process.env.SURGE_GAME_TICKET_WINDOW_MINUTES, 30),
-  SURGE_STALE_COUNT: toInt(process.env.SURGE_STALE_COUNT, 8),
-  SURGE_STALE_HOURS: toInt(process.env.SURGE_STALE_HOURS, 2),
-  SURGE_NEEDS_RESPONSE_COUNT: toInt(process.env.SURGE_NEEDS_RESPONSE_COUNT, 5),
-  SURGE_NEEDS_RESPONSE_HOURS: toInt(process.env.SURGE_NEEDS_RESPONSE_HOURS, 1),
-  SURGE_UNCLAIMED_COUNT: toInt(process.env.SURGE_UNCLAIMED_COUNT, 5),
-  SURGE_UNCLAIMED_MINUTES: toInt(process.env.SURGE_UNCLAIMED_MINUTES, 30),
-  SURGE_TIER3_UNCLAIMED_MINUTES: toInt(process.env.SURGE_TIER3_UNCLAIMED_MINUTES, 15),
-  SURGE_COOLDOWN_MINUTES: toInt(process.env.SURGE_COOLDOWN_MINUTES, 60),
-  CHAT_ALERT_CHANNEL_IDS: (process.env.CHAT_ALERT_CHANNEL_IDS || '').split(',').filter(Boolean),
-  CHAT_ALERT_MESSAGE_COUNT: toInt(process.env.CHAT_ALERT_MESSAGE_COUNT, 5),
-  CHAT_ALERT_HOURS_WITHOUT_RESPONSE: toInt(process.env.CHAT_ALERT_HOURS_WITHOUT_RESPONSE, 2),
-  CHAT_ALERT_COOLDOWN_MINUTES: toInt(process.env.CHAT_ALERT_COOLDOWN_MINUTES, 60),
-  STAFF_IDS: (process.env.STAFF_IDS || '').split(',').map(s => s.trim()).filter(Boolean),
-  SURGE_NO_STAFF_COOLDOWN_MINUTES: toInt(process.env.SURGE_NO_STAFF_COOLDOWN_MINUTES, 30),
-  SURGE_NO_STAFF_OPEN_TICKET_THRESHOLD: toInt(process.env.SURGE_NO_STAFF_OPEN_TICKET_THRESHOLD, 3),
-  STAFF_DND_COUNTS_AS_AVAILABLE: process.env.STAFF_DND_COUNTS_AS_AVAILABLE === 'true',
  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',
@@ -273,28 +140,9 @@ const CONFIG = {
  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,
-  NOTIFICATION_THRESHOLDS: parseNotificationThresholdsJson(process.env.NOTIFICATION_THRESHOLDS_JSON),
-  UNCLAIMED_REMINDER_THRESHOLDS: (process.env.UNCLAIMED_REMINDER_THRESHOLDS || '1,2,4')
-    .split(',')
-    .map(s => parseInt(s.trim(), 10))
-    .filter(n => !isNaN(n) && n > 0)
+  INTERNAL_API_SECRET: process.env.INTERNAL_API_SECRET || null
 };

-/** Ticket category tags for /tag set – [emoji] [label] in dropdown; priority emoji always first in channel name, then tag emoji. */
-const TICKET_TAGS = [
-  { value: 'server-down', emoji: '⬇️', name: 'Server Down' },
-  { value: 'stuck-restarting', emoji: '⏳', name: 'Stuck Restarting' },
-  { value: 'cant-connect', emoji: '📵', name: "Can't Connect" },
-  { value: 'server-lag', emoji: '🐌', name: 'Server Lag' },
-  { value: 'billing', emoji: '💳', name: 'Billing' },
-  { value: 'refund-request', emoji: '💸', name: 'Refund Request' },
-  { value: 'mod-help', emoji: '🔧', name: 'Mod Help' },
-  { value: 'backup-restore', emoji: '💾', name: 'Backup Restore' },
-  { value: 'world-save', emoji: '🌍', name: 'World / Save' },
-  { value: 'server-config', emoji: '⚙️', name: 'Server Config' }
-];
-
 const GAME_NAMES = (CONFIG.GAME_LIST || '')
  .split(',')
  .map(g => g.trim())
@@ -346,8 +194,6 @@ const GAME_NAME_TO_KEY = {

 module.exports = {
  CONFIG,
-  parseThresholdString,
-  TICKET_TAGS,
  GAME_NAMES,
  GAME_ALIASES,
  GAME_NAME_TO_KEY
--- a/gmail-poll.js
+++ b/gmail-poll.js
@@ -16,13 +16,13 @@ const {
  stripEmailQuotes,
  stripMobileFooter,
  detectGame,
-  enforceEmbedLimit
+  enforceEmbedLimit,
+  sanitizeEmbedText
 } = require('./utils');
 const { getGmailClient } = require('./services/gmail');
 const { getNextTicketNumber, checkTicketLimits, getOrCreateTicketCategory, createEmailTicketAsThread, toDiscordSafeName, getSenderLocal } = require('./services/tickets');
 const { getEmailRouting } = require('./services/guildSettings');
 const { logError, logGmail, logAutomation } = require('./services/debugLog');
-const { increment } = require('./services/patternStore');
 const { enqueueSend } = require('./services/channelQueue');

 const Ticket = mongoose.model('Ticket');
@@ -253,10 +253,10 @@ async function poll(client) {
        const ticketInfoEmbed = new EmbedBuilder()
          .setColor(CONFIG.EMBED_COLOR_INFO)
          .addFields(
-            { name: 'Name', value: `\`${sName}\``, inline: false },
-            { name: 'Email', value: `\`${sEmail}\``, inline: false },
-            { name: 'Game', value: `\`${detectedGame}\``, inline: false },
-            { name: 'Subject', value: `\`${subject || 'No subject'}\``, inline: false }
+            { name: 'Name', value: `\`\`\`\n${sanitizeEmbedText(sName)}\n\`\`\``, inline: false },
+            { name: 'Email', value: `\`\`\`\n${sanitizeEmbedText(sEmail)}\n\`\`\``, inline: false },
+            { name: 'Game', value: `\`\`\`\n${sanitizeEmbedText(detectedGame)}\n\`\`\``, inline: false },
+            { name: 'Subject', value: `\`\`\`\n${sanitizeEmbedText(subject) || 'No subject'}\n\`\`\``, inline: false }
          );

        enforceEmbedLimit([ticketInfoEmbed]);
@@ -347,12 +347,6 @@ async function poll(client) {
        ));
        totalProcessed++;
        logGmail(subject, sEmail, number, detectedGame).catch(() => {});
-        increment('user_tickets', sEmail, 'today');
-        increment('user_tickets', sEmail, 'week');
-        if (detectedGame) {
-          increment('game_tickets', detectedGame, 'today');
-          increment('game_tickets', detectedGame, 'week');
-        }
      }
      console.log('Archiving/reading Gmail message', msgRef.id);
      await gmail.users.messages.batchModify({
--- a/handlers/buttons.js
+++ b/handlers/buttons.js
@@ -25,7 +25,6 @@ const { enqueueRename, enqueueSend } = require('../services/channelQueue');
 const { runEscalation, runDeescalation } = require('./commands');
 const { trackInteraction, trackError } = require('./analytics');
 const { pendingCloses } = require('./pendingCloses');
-const { increment } = require('../services/patternStore');
 const { logError, logSystem } = require('../services/debugLog');

 const Ticket = mongoose.model('Ticket');
@@ -342,11 +341,8 @@ async function handleClaim(interaction, ticket) {
    );
    freshTicket.claimedBy = claimerLabel;
    freshTicket.claimerId = interaction.user.id;
-    increment('staff_claims', interaction.user.id, 'today');
-    increment('staff_claims', interaction.user.id, 'week');

-    // Resolve claimerEmoji from STAFF_EMOJIS map (fallback to CLAIMER_EMOJI_FALLBACK)
-    const claimerEmoji = CONFIG.STAFF_EMOJIS.get(interaction.user.id) || CONFIG.CLAIMER_EMOJI_FALLBACK;
+    const claimerEmoji = '🎫';
    const creatorNickname = await resolveCreatorNickname(guild, freshTicket);

    const state = freshTicket.escalated ? 'escalated-claimed' : 'claimed';
@@ -385,11 +381,10 @@ async function handleClaim(interaction, ticket) {
    // Unclaim
    await Ticket.updateOne(
      { gmailThreadId: freshTicket.gmailThreadId },
-      { $set: { claimedBy: null, claimerId: null, staffChannelId: null } }
+      { $set: { claimedBy: null, claimerId: null } }
    );
    freshTicket.claimedBy = null;
    freshTicket.claimerId = null;
-    freshTicket.staffChannelId = null;

    const creatorNicknameUnclaim = await resolveCreatorNickname(guild, freshTicket);
    const unclaimState = (freshTicket.escalationTier ?? 0) >= 1 ? 'escalated' : 'unclaimed';
@@ -425,10 +420,6 @@ async function handleClaim(interaction, ticket) {
 // --- CONFIRM CLOSE ---
 async function handleConfirmClose(interaction, ticket) {
  const closedAt = new Date();
-  increment('staff_closes', interaction.user.id, 'today');
-  if (!ticket.ticketTag) {
-    increment('untagged_closes', 'total', 'today');
-  }
  try {
    await interaction.update({ content: 'Archiving and closing...', components: [] });
  } catch {
@@ -563,13 +554,6 @@ async function handleConfirmClose(interaction, ticket) {
      { $set: { discordThreadId: null, status: 'closed' } }
    );

-    try {
-      const { deleteStaffChannel } = require('../services/staffChannel');
-      await deleteStaffChannel(interaction.guild, ticket.staffChannelId);
-    } catch (e) {
-      console.error('Delete staff channel (close):', e);
-    }
-
    if (transcriptMsg?.id) {
      await Transcript.create({
        gmailThreadId: ticket.gmailThreadId,
@@ -746,13 +730,6 @@ async function handleTicketModal(interaction) {
      await pinMessage(welcomeMsg, interaction.client).catch(() => {});
    }

-    increment('user_tickets', interaction.user.id, 'today');
-    increment('user_tickets', interaction.user.id, 'week');
-    if (game) {
-      increment('game_tickets', game, 'today');
-      increment('game_tickets', game, 'week');
-    }
-
    await interaction.deleteReply().catch(() => {});

    const logChan = await interaction.client.channels.fetch(CONFIG.LOG_CHAN).catch(() => null);
--- a/handlers/buttons.js.bak-20260421
+++ b/handlers/buttons.js.bak-20260421
@@ -0,0 +1,770 @@
+/**
+ * Button interaction handlers – claim, close, priority, tag delete,
+ * open-ticket panel button, and ticket_modal submission.
+ */
+const {
+  ChannelType,
+  ActionRowBuilder,
+  ButtonBuilder,
+  ButtonStyle,
+  AttachmentBuilder,
+  EmbedBuilder,
+  PermissionFlagsBits,
+  ModalBuilder,
+  TextInputBuilder,
+  TextInputStyle
+} = require('discord.js');
+const { mongoose } = require('../db-connection');
+const { CONFIG } = require('../config');
+const { makeTicketName, resolveCreatorNickname, getOrCreateTicketCategory, cleanupEmptyOverflowCategory, createDiscordTicketAsThread, checkTicketCreationRateLimit, getSenderLocal, toDiscordSafeName } = require('../services/tickets');
+const { sendTicketClosedEmail } = require('../services/gmail');
+const { getTicketActionRow } = require('../utils/ticketComponents');
+const { sanitizeEmbedText, truncateEmbedDescription, truncateEmbedField, enforceEmbedLimit } = require('../utils');
+const { setEmailRouting } = require('../services/guildSettings');
+const { enqueueRename, enqueueSend } = require('../services/channelQueue');
+const { runEscalation, runDeescalation } = require('./commands');
+const { trackInteraction, trackError } = require('./analytics');
+const { pendingCloses } = require('./pendingCloses');
+const { increment } = require('../services/patternStore');
+const { logError, logSystem } = require('../services/debugLog');
+
+const Ticket = mongoose.model('Ticket');
+const Transcript = mongoose.model('Transcript');
+const Tag = mongoose.model('Tag');
+const User = mongoose.model('User');
+
+/**
+ * Main button/modal handler – called from interactionCreate.
+ */
+async function handleButton(interaction) {
+  // --- "Open Ticket" panel buttons → show modal ---
+  if (interaction.customId === 'open_ticket' || interaction.customId === 'open_ticket_thread' || interaction.customId === 'open_ticket_channel') {
+    const modalCustomId = interaction.customId === 'open_ticket'
+      ? 'ticket_modal'
+      : interaction.customId === 'open_ticket_thread'
+        ? 'ticket_modal_thread'
+        : 'ticket_modal_channel';
+    const modal = new ModalBuilder()
+      .setCustomId(modalCustomId)
+      .setTitle('Please Enter Your Information');
+
+    const emailInput = new TextInputBuilder()
+      .setCustomId('ticket_email')
+      .setLabel('Account Email:')
+      .setStyle(TextInputStyle.Short)
+      .setPlaceholder('Example: broccoli@indifferentbroccoli.com')
+      .setRequired(true)
+      .setMaxLength(100);
+
+    const gameInput = new TextInputBuilder()
+      .setCustomId('ticket_game')
+      .setLabel('What game do you need help with?')
+      .setStyle(TextInputStyle.Short)
+      .setPlaceholder('Example: Project Zomboid, Minecraft')
+      .setRequired(true)
+      .setMaxLength(100);
+
+    const descriptionInput = new TextInputBuilder()
+      .setCustomId('ticket_description')
+      .setLabel('What do you need help with?')
+      .setStyle(TextInputStyle.Paragraph)
+      .setPlaceholder("Example: I can't connect to my server.")
+      .setRequired(true)
+      .setMaxLength(1000);
+
+    modal.addComponents(
+      new ActionRowBuilder().addComponents(emailInput),
+      new ActionRowBuilder().addComponents(gameInput),
+      new ActionRowBuilder().addComponents(descriptionInput)
+    );
+
+    return await interaction.showModal(modal);
+  }
+
+  // --- Email routing (no ticket required) ---
+  if (interaction.customId === 'email_routing_thread' || interaction.customId === 'email_routing_category') {
+    const value = interaction.customId === 'email_routing_thread' ? 'thread' : 'category';
+    try {
+      await setEmailRouting(interaction.guild.id, value);
+      const label = value === 'thread' ? '**threads**' : '**channels in a category**';
+      await interaction.reply({
+        content: `Done. New email tickets will now be created as ${label}.`,
+        ephemeral: true
+      });
+    } catch (err) {
+      trackError('email-routing-button', err, interaction);
+      await interaction.reply({
+        content: 'Failed to update email routing.',
+        ephemeral: true
+      }).catch(() => {});
+    }
+    return;
+  }
+
+  // --- Ticket-scoped buttons (need ticket lookup) ---
+  const ticket = await Ticket.findOne({ discordThreadId: interaction.channel.id }).lean();
+  if (!ticket) {
+    return interaction.reply({
+      content: 'This channel is not linked to a ticket, or the ticket could not be found.',
+      ephemeral: true
+    });
+  }
+
+  // --- CLAIM / UNCLAIM ---
+  if (interaction.customId === 'claim_ticket') {
+    return handleClaim(interaction, ticket);
+  }
+
+  // --- CLOSE ---
+  if (interaction.customId === 'close_ticket') {
+    const confirmRow = new ActionRowBuilder().addComponents(
+      new ButtonBuilder()
+        .setCustomId('confirm_close')
+        .setLabel('Confirm Close')
+        .setStyle(ButtonStyle.Danger),
+      new ButtonBuilder()
+        .setCustomId('cancel_close')
+        .setLabel('Cancel')
+        .setStyle(ButtonStyle.Secondary)
+    );
+
+    return interaction.reply({
+      content: 'Are you sure you want to close this ticket?',
+      components: [confirmRow]
+    });
+  }
+
+  if (interaction.customId === 'confirm_close') {
+    const timerSeconds = CONFIG.FORCE_CLOSE_TIMER;
+    if (pendingCloses.has(interaction.channel.id)) {
+      return interaction.reply({ content: 'A close is already pending for this ticket.', ephemeral: true });
+    }
+    const cancelRow = new ActionRowBuilder().addComponents(
+      new ButtonBuilder()
+        .setCustomId('cancel_close')
+        .setLabel('Cancel Close')
+        .setStyle(ButtonStyle.Secondary)
+    );
+    await interaction.update({ content: `Closing ticket in ${timerSeconds} seconds.`, components: [cancelRow] });
+    const timerId = setTimeout(async () => {
+      pendingCloses.delete(interaction.channel.id);
+      const freshTicket = await Ticket.findOne({ discordThreadId: interaction.channel.id }).lean();
+      if (!freshTicket || freshTicket.status === 'closed') return;
+      const { logTicketEvent } = require('../services/debugLog');
+      logTicketEvent('Force-close timer fired', [
+        { name: 'Ticket', value: interaction.channel.name || interaction.channel.id },
+        { name: 'Set by', value: interaction.user.tag },
+        { name: 'Duration', value: `${timerSeconds}s` }
+      ]).catch(() => {});
+      await handleConfirmClose(interaction, freshTicket);
+    }, timerSeconds * 1000);
+    pendingCloses.set(interaction.channel.id, { timeout: timerId, userId: interaction.user.id, username: interaction.user.tag });
+    return;
+  }
+
+  if (interaction.customId === 'cancel_close') {
+    const pending = pendingCloses.get(interaction.channel.id);
+    if (pending) {
+      clearTimeout(pending.timeout);
+      pendingCloses.delete(interaction.channel.id);
+    }
+    return interaction.update({ content: 'Close cancelled.', components: [] });
+  }
+
+  // --- ESCALATE (prompt for tier 2 or 3) ---
+  if (interaction.customId === 'escalate_ticket') {
+    const currentTier = ticket.escalationTier ?? (ticket.escalated ? 1 : 0);
+    if (currentTier >= 2) {
+      return interaction.reply({ content: 'This ticket is already at tier 3 support.', ephemeral: true });
+    }
+    const escalateButtons = [];
+    if (currentTier < 1) {
+      escalateButtons.push(
+        new ButtonBuilder()
+          .setCustomId('escalate_to_tier2')
+          .setLabel('To Tier 2')
+          .setStyle(ButtonStyle.Secondary)
+      );
+    }
+    if (currentTier < 2) {
+      escalateButtons.push(
+        new ButtonBuilder()
+          .setCustomId('escalate_to_tier3')
+          .setLabel('To Tier 3')
+          .setStyle(ButtonStyle.Secondary)
+      );
+    }
+    const choiceRow = new ActionRowBuilder().addComponents(escalateButtons);
+    return interaction.reply({
+      content: 'Escalate to which tier?',
+      components: [choiceRow],
+      ephemeral: true
+    });
+  }
+
+  if (interaction.customId === 'escalate_to_tier2') {
+    const currentTier = ticket.escalationTier ?? (ticket.escalated ? 1 : 0);
+    if (currentTier >= 1) {
+      return interaction.reply({ content: 'This ticket is already at tier 2.', ephemeral: true });
+    }
+    const categoryId = ticket.gmailThreadId.startsWith('discord-')
+      ? CONFIG.DISCORD_ESCALATED2_CHANNEL_ID
+      : CONFIG.EMAIL_ESCALATED2_CHANNEL_ID;
+    if (!categoryId && !interaction.channel.isThread()) {
+      return interaction.reply({ content: 'Tier 2 (ESCALATED2) is not configured for this ticket type.', ephemeral: true });
+    }
+    try {
+      await interaction.deferReply();
+      await runEscalation(interaction, ticket, 1, null);
+    } catch (err) {
+      trackError('escalate-button-tier2', err, interaction);
+      await interaction.editReply({ content: 'Failed to escalate to tier 2.' }).catch(() =>
+        interaction.followUp({ content: 'Failed to escalate to tier 2.', ephemeral: true }).catch(() => {})
+      );
+    }
+    return;
+  }
+
+  if (interaction.customId === 'escalate_to_tier3') {
+    const currentTier = ticket.escalationTier ?? (ticket.escalated ? 1 : 0);
+    if (currentTier >= 2) {
+      return interaction.reply({ content: 'This ticket is already at tier 3.', ephemeral: true });
+    }
+    const categoryId = ticket.gmailThreadId.startsWith('discord-')
+      ? CONFIG.DISCORD_ESCALATED3_CHANNEL_ID
+      : CONFIG.EMAIL_ESCALATED3_CHANNEL_ID;
+    if (!categoryId && !interaction.channel.isThread()) {
+      return interaction.reply({ content: 'Tier 3 (ESCALATED3) is not configured for this ticket type.', ephemeral: true });
+    }
+    try {
+      await interaction.deferReply();
+      await runEscalation(interaction, ticket, 2, null);
+    } catch (err) {
+      trackError('escalate-button-tier3', err, interaction);
+      await interaction.editReply({ content: 'Failed to escalate to tier 3.' }).catch(() =>
+        interaction.followUp({ content: 'Failed to escalate to tier 3.', ephemeral: true }).catch(() => {})
+      );
+    }
+    return;
+  }
+
+  // --- DEESCALATE ---
+  if (interaction.customId === 'deescalate_ticket') {
+    const currentTier = ticket.escalationTier ?? (ticket.escalated ? 1 : 0);
+    if (currentTier === 0) {
+      return interaction.reply({ content: 'This ticket is not escalated.', ephemeral: true });
+    }
+    try {
+      await interaction.deferReply({ ephemeral: true });
+      await runDeescalation(interaction, ticket);
+    } catch (err) {
+      trackError('deescalate-button', err, interaction);
+      await interaction.editReply({ content: 'Failed to deescalate this ticket.' }).catch(() =>
+        interaction.followUp({ content: 'Failed to deescalate this ticket.', ephemeral: true }).catch(() => {})
+      );
+    }
+    return;
+  }
+
+  // --- TAG DELETE CONFIRM ---
+  if (interaction.customId.startsWith('confirm_delete_tag::')) {
+    trackInteraction('buttons', 'confirm-delete-tag', interaction.user.tag);
+    const tagName = interaction.customId.slice('confirm_delete_tag::'.length);
+
+    try {
+      const result = await Tag.deleteOne({ name: tagName });
+
+      if (result.deletedCount === 0) {
+        await interaction.update({
+          content: `❌ Tag "${tagName}" not found.`,
+          components: []
+        });
+      } else {
+        await interaction.update({
+          content: `✅ Tag "${tagName}" deleted successfully.`,
+          components: []
+        });
+      }
+    } catch (err) {
+      trackError('tag-delete-confirm', err, interaction);
+      await interaction.update({
+        content: '❌ Failed to delete tag.',
+        components: []
+      });
+    }
+  }
+
+  if (interaction.customId === 'cancel_delete_tag') {
+    return interaction.update({ content: 'Tag deletion cancelled.', components: [] });
+  }
+
+  // Priority is set via /priority slash command only; no priority buttons in tickets.
+}
+
+// --- CLAIM LOGIC ---
+async function handleClaim(interaction, ticket) {
+  const freshTicket = await Ticket.findOne({ gmailThreadId: ticket.gmailThreadId }).lean();
+  if (!freshTicket) {
+    return interaction.reply({ content: 'Ticket data missing.', ephemeral: true });
+  }
+
+  const isClaimed = !!freshTicket.claimedBy;
+  const claimerLabel =
+    interaction.member?.displayName || interaction.user.username;
+  const guild = interaction.guild;
+  const isClaimedByMe = freshTicket.claimedBy === claimerLabel;
+
+  const [row0] = interaction.message.components;
+  if (!row0) {
+    return interaction.reply({ content: 'No components to update.', ephemeral: true });
+  }
+
+  const row = ActionRowBuilder.from(row0);
+  const [btnClose, btnClaim] = row.components;
+
+  if (!btnClose || !btnClaim) {
+    return interaction.reply({ content: 'Buttons missing.', ephemeral: true });
+  }
+
+  if (isClaimed && !isClaimedByMe && !CONFIG.ALLOW_CLAIM_OVERWRITE) {
+    const { logSecurity } = require('../services/debugLog');
+    logSecurity('Unauthorized button attempt', interaction.user, interaction.customId).catch(() => {});
+    return interaction.reply({
+      content: `This ticket is already claimed by **${freshTicket.claimedBy}**.`,
+      ephemeral: true
+    });
+  }
+
+  if (!isClaimed || (isClaimed && !isClaimedByMe && CONFIG.ALLOW_CLAIM_OVERWRITE)) {
+    await Ticket.updateOne(
+      { gmailThreadId: freshTicket.gmailThreadId },
+      { $set: { claimedBy: claimerLabel, claimerId: interaction.user.id } }
+    );
+    freshTicket.claimedBy = claimerLabel;
+    freshTicket.claimerId = interaction.user.id;
+    increment('staff_claims', interaction.user.id, 'today');
+    increment('staff_claims', interaction.user.id, 'week');
+
+    // Resolve claimerEmoji from STAFF_EMOJIS map (fallback to CLAIMER_EMOJI_FALLBACK)
+    const claimerEmoji = CONFIG.STAFF_EMOJIS.get(interaction.user.id) || CONFIG.CLAIMER_EMOJI_FALLBACK;
+    const creatorNickname = await resolveCreatorNickname(guild, freshTicket);
+
+    const state = freshTicket.escalated ? 'escalated-claimed' : 'claimed';
+    const newName = makeTicketName(state, freshTicket, creatorNickname, claimerEmoji);
+    enqueueRename(interaction.channel, newName).catch(err => logError('rename', err).catch(() => {}));
+
+    const label = `Unclaim (${claimerLabel})`;
+
+    btnClose
+      .setCustomId('close_ticket')
+      .setLabel(CONFIG.BUTTON_LABEL_CLOSE)
+      .setEmoji(CONFIG.BUTTON_EMOJI_CLOSE)
+      .setStyle(ButtonStyle.Secondary)
+      .setDisabled(false);
+
+    btnClaim
+      .setCustomId('claim_ticket')
+      .setEmoji(CONFIG.BUTTON_EMOJI_UNCLAIM)
+      .setStyle(ButtonStyle.Secondary)
+      .setDisabled(false)
+      .setLabel(label);
+
+    await interaction.update({ components: [row] });
+    const claimText = CONFIG.TICKET_CLAIMED_MESSAGE
+      .replace(/\{staff_mention\}/g, interaction.user.toString())
+      .replace(/\{staff_name\}/g, interaction.member?.displayName || interaction.user.username);
+    const claimEmbed = new EmbedBuilder()
+      .setTitle('✅ Ticket Claimed')
+      .setDescription(claimText)
+      .setColor(CONFIG.EMBED_COLOR_CLAIMED)
+      .setFooter({ text: `Claimed by ${claimerLabel}` });
+    await interaction.followUp({ embeds: [claimEmbed] });
+    const { addMemberToStaffThread } = require('../services/staffThread');
+    await addMemberToStaffThread(interaction.channel, interaction.user.id).catch(() => {});
+  } else {
+    // Unclaim
+    await Ticket.updateOne(
+      { gmailThreadId: freshTicket.gmailThreadId },
+      { $set: { claimedBy: null, claimerId: null, staffChannelId: null } }
+    );
+    freshTicket.claimedBy = null;
+    freshTicket.claimerId = null;
+    freshTicket.staffChannelId = null;
+
+    const creatorNicknameUnclaim = await resolveCreatorNickname(guild, freshTicket);
+    const unclaimState = (freshTicket.escalationTier ?? 0) >= 1 ? 'escalated' : 'unclaimed';
+    enqueueRename(interaction.channel, makeTicketName(unclaimState, freshTicket, creatorNicknameUnclaim)).catch(err => logError('rename', err).catch(() => {}));
+
+    btnClose
+      .setCustomId('close_ticket')
+      .setLabel(CONFIG.BUTTON_LABEL_CLOSE)
+      .setEmoji(CONFIG.BUTTON_EMOJI_CLOSE)
+      .setStyle(ButtonStyle.Secondary)
+      .setDisabled(false);
+
+    btnClaim
+      .setCustomId('claim_ticket')
+      .setEmoji(CONFIG.BUTTON_EMOJI_CLAIM)
+      .setStyle(ButtonStyle.Secondary)
+      .setDisabled(false)
+      .setLabel(CONFIG.BUTTON_LABEL_CLAIM);
+
+    await interaction.update({ components: [row] });
+    const unclaimText = CONFIG.TICKET_UNCLAIMED_MESSAGE
+      .replace(/\{staff_mention\}/g, interaction.user.toString())
+      .replace(/\{staff_name\}/g, interaction.member?.displayName || interaction.user.username);
+    const unclaimEmbed = new EmbedBuilder()
+      .setTitle('🔓 Ticket Unclaimed')
+      .setDescription(unclaimText)
+      .setColor(0x808080)
+      .setFooter({ text: `Unclaimed by ${claimerLabel}` });
+    await interaction.followUp({ embeds: [unclaimEmbed] });
+  }
+}
+
+// --- CONFIRM CLOSE ---
+async function handleConfirmClose(interaction, ticket) {
+  const closedAt = new Date();
+  increment('staff_closes', interaction.user.id, 'today');
+  if (!ticket.ticketTag) {
+    increment('untagged_closes', 'total', 'today');
+  }
+  try {
+    await interaction.update({ content: 'Archiving and closing...', components: [] });
+  } catch {
+    // Already acknowledged – fall back to editReply
+    await interaction.editReply({ content: 'Archiving and closing...', components: [] }).catch(() => {});
+  }
+  try {
+    const messages = await interaction.channel.messages.fetch({ limit: 100 });
+    const log =
+      `TRANSCRIPT: ${ticket.subject}\nUser: ${ticket.senderEmail}\n---\n` +
+      messages
+        .reverse()
+        .map(
+          m =>
+            `[${m.createdAt.toLocaleString()}] ${m.author.tag}: ${m.cleanContent}`
+        )
+        .join('\n');
+
+    const file = new AttachmentBuilder(Buffer.from(log), {
+      name: `transcript-${interaction.channel.name}.txt`
+    });
+
+    const channelName = interaction.channel.name;
+    const opened = new Date(ticket.createdAt);
+    const openedStr = opened.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 closedStr = closedAt.toLocaleString('en-US', {
+      month: '2-digit',
+      day: '2-digit',
+      year: 'numeric',
+      hour: '2-digit',
+      minute: '2-digit',
+      second: '2-digit',
+      hour12: true,
+      timeZoneName: 'short'
+    });
+
+    // In-ticket message before transcript is posted (Discord close message)
+    const discordCloseContent = CONFIG.DISCORD_CLOSE_MESSAGE;
+    await enqueueSend(interaction.channel, discordCloseContent);
+
+    const transcriptChan = await interaction.client.channels
+      .fetch(CONFIG.TRANSCRIPT_CHAN)
+      .catch(() => null);
+    let transcriptMsg = null;
+
+    const transcriptContent = CONFIG.DISCORD_TRANSCRIPT_MESSAGE
+      .replace(/\{channel_name\}/g, channelName)
+      .replace(/\{email\}/g, ticket.senderEmail || '')
+      .replace(/\{date_opened\}/g, openedStr)
+      .replace(/\{date_closed\}/g, closedStr)
+      + `\n\nDate Opened: ${openedStr}\nDate Closed: ${closedStr}`;
+
+    if (transcriptChan) {
+      transcriptMsg = await enqueueSend(transcriptChan, {
+        content: transcriptContent,
+        files: [file]
+      });
+    }
+
+    // DM the transcript to the ticket creator (Discord-originated tickets).
+    // Gated because many users have DMs from server members disabled — the send
+    // then 50007s and generates noise. Default off; enable via env when desired.
+    if (CONFIG.TRANSCRIPT_DM_TO_CREATOR && ticket.gmailThreadId?.startsWith('discord-')) {
+      const creatorId = ticket.gmailThreadId.split('-').pop();
+      try {
+        const creator = await interaction.client.users.fetch(creatorId);
+        const dmFile = new AttachmentBuilder(Buffer.from(log), {
+          name: `transcript-${channelName}.txt`
+        });
+        const dmContent = CONFIG.DISCORD_TRANSCRIPT_MESSAGE
+          .replace(/\{channel_name\}/g, channelName)
+          .replace(/\{email\}/g, ticket.senderEmail || '')
+          .replace(/\{date_opened\}/g, openedStr)
+          .replace(/\{date_closed\}/g, closedStr);
+        await creator.send({
+          content: dmContent,
+          files: [dmFile]
+        });
+      } catch (dmErr) {
+        // 50007 = "Cannot send messages to this user" — user has DMs off. Expected class; debug-level only.
+        if (dmErr?.code === 50007) {
+          logSystem('Transcript DM skipped (recipient has DMs disabled)', [
+            { name: 'User', value: creatorId },
+            { name: 'Channel', value: channelName }
+          ]).catch(() => {});
+        } else {
+          logError('transcript-dm', dmErr).catch(() => {});
+        }
+      }
+    }
+
+    const logChan = await interaction.client.channels
+      .fetch(CONFIG.LOG_CHAN)
+      .catch(() => null);
+    if (logChan) {
+      const closerMention = interaction.user.toString();
+      const closerDisplayName = interaction.member?.displayName || interaction.user.username;
+
+      let logMsg;
+      if (ticket.gmailThreadId?.startsWith('discord-')) {
+        const creatorId = ticket.gmailThreadId.split('-').pop();
+        try {
+          const creator = await interaction.client.users.fetch(creatorId);
+          const creatorMention = creator.toString();
+          logMsg = `Closed ${creatorMention}'s **${channelName}** by ${closerMention} (${closerDisplayName})`;
+        } catch {
+          logMsg = `Closed **${channelName}** by ${closerMention} (${closerDisplayName})`;
+        }
+      } else {
+        logMsg = `Closed **${channelName}** (${ticket.senderEmail}) by ${closerMention} (${closerDisplayName})`;
+      }
+      await enqueueSend(logChan, logMsg);
+    }
+
+    const closerDisplayName =
+      interaction.member?.displayName || interaction.user.username;
+
+    if (!ticket.gmailThreadId?.startsWith('discord-')) {
+      await sendTicketClosedEmail(ticket, closerDisplayName);
+    }
+    await Ticket.updateOne(
+      { gmailThreadId: ticket.gmailThreadId },
+      { $set: { discordThreadId: null, status: 'closed' } }
+    );
+
+    try {
+      const { deleteStaffChannel } = require('../services/staffChannel');
+      await deleteStaffChannel(interaction.guild, ticket.staffChannelId);
+    } catch (e) {
+      console.error('Delete staff channel (close):', e);
+    }
+
+    if (transcriptMsg?.id) {
+      await Transcript.create({
+        gmailThreadId: ticket.gmailThreadId,
+        transcriptMessageId: transcriptMsg.id,
+        createdAt: new Date()
+      });
+    }
+
+    const parentCatId = ticket.parentCategoryId;
+    const guildRef = interaction.guild;
+
+    setTimeout(
+      () => interaction.channel.delete().catch(() => {}),
+      5000
+    );
+    setTimeout(() => {
+      (async () => {
+        if (parentCatId && guildRef) {
+          await cleanupEmptyOverflowCategory(guildRef, parentCatId, CONFIG.TICKET_CATEGORY_NAME);
+        }
+      })();
+    }, 6000);
+  } catch (e) {
+    console.error('Close ticket error:', e);
+  }
+}
+
+/**
+ * Handle the ticket_modal submission (from the open-ticket panel button).
+ */
+async function handleTicketModal(interaction) {
+  await interaction.deferReply({ ephemeral: true });
+
+  const email = interaction.fields.getTextInputValue('ticket_email').trim().toLowerCase();
+  const game = interaction.fields.getTextInputValue('ticket_game').trim();
+  const description = interaction.fields.getTextInputValue('ticket_description');
+  const subject = game ? `[${game}] ${description.slice(0, 60)}` : description.slice(0, 80);
+  const priority = CONFIG.PRIORITY_ENABLED ? CONFIG.DEFAULT_PRIORITY : 'normal';
+
+  const useThread =
+    interaction.customId === 'ticket_modal_thread' ||
+    (interaction.customId === 'ticket_modal' && !!CONFIG.DISCORD_THREAD_CHANNEL_ID);
+
+  const rateLimit = checkTicketCreationRateLimit(interaction.user.id);
+  if (!rateLimit.allowed) {
+    const mins = Math.ceil((rateLimit.retryAfterMs || 0) / 60000);
+    return interaction.editReply(`You can only create ${CONFIG.RATE_LIMIT_TICKETS_PER_USER} ticket(s) per ${CONFIG.RATE_LIMIT_WINDOW_MINUTES} minutes. Try again in ${mins} minute(s).`);
+  }
+
+  try {
+    const guild = interaction.guild;
+    const lastTicket = await Ticket.findOne().sort({ ticketNumber: -1 }).select('ticketNumber').lean();
+    const ticketNumber = (lastTicket?.ticketNumber || 0) + 1;
+
+    const creatorNicknameModal = interaction.member?.displayName || interaction.user.username;
+    const unclaimedName = toDiscordSafeName(`unclaimed-${creatorNicknameModal}-${ticketNumber}`);
+
+    let channel;
+    let parentCategoryIdForTicket = null;
+    if (useThread && CONFIG.DISCORD_THREAD_CHANNEL_ID) {
+      try {
+        channel = await createDiscordTicketAsThread(guild, ticketNumber, interaction.user.id);
+        parentCategoryIdForTicket = channel.parent?.parentId ?? null;
+      } catch (err) {
+        console.error('Discord ticket thread create failed:', err.message);
+        return interaction.editReply('Could not create ticket thread. Check DISCORD_THREAD_CHANNEL_ID and try again.');
+      }
+    } else if (useThread && !CONFIG.DISCORD_THREAD_CHANNEL_ID) {
+      return interaction.editReply('Thread tickets are not configured (DISCORD_THREAD_CHANNEL_ID is not set). Use a channel panel or set the env variable.');
+    } else {
+      let parentId;
+      try {
+        parentId = await getOrCreateTicketCategory(
+          guild,
+          CONFIG.DISCORD_TICKET_CATEGORY_ID,
+          CONFIG.TICKET_CATEGORY_NAME
+        );
+      } catch (err) {
+        console.error('getOrCreateTicketCategory (ticket modal):', err);
+        return interaction.editReply('Discord ticket category could not be resolved. Contact an administrator.');
+      }
+      parentCategoryIdForTicket = parentId;
+      try {
+        // TODO(queue-migrate): initial permissionOverwrites here are fine since the channel is just being created, but any later permissionOverwrites mutation on this channel should go through channelQueue.
+        channel = await guild.channels.create({
+          name: unclaimedName,
+          type: ChannelType.GuildText,
+          parent: parentId,
+          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]
+            }
+          ]
+        });
+      } catch (err) {
+        console.error('guild.channels.create (ticket modal):', err);
+        return interaction.editReply('Failed to create ticket channel. Contact an administrator.');
+      }
+    }
+
+    const gmailThreadId = `discord-${Date.now()}-${interaction.user.id}`;
+    const now = new Date();
+    await Ticket.create({
+      gmailThreadId,
+      discordThreadId: channel.id,
+      senderEmail: email,
+      subject,
+      game: game || null,
+      createdAt: now,
+      status: 'open',
+      ticketNumber,
+      priority,
+      lastActivity: now,
+      parentCategoryId: parentCategoryIdForTicket
+    });
+
+    const displayName = interaction.member?.displayName || interaction.user.username;
+
+    const descTrimmed = description.length > 500 ? description.slice(0, 497) + '…' : description;
+
+    const welcomeEmbed = new EmbedBuilder()
+      .setTitle("We got your ticket.")
+      .setDescription("We'll be with you as soon as possible.")
+      .setColor(5763719)
+      .setThumbnail("https://indifferentbroccoli.com/img/broccoli_shadow_square.png");
+
+    const infoEmbed = new EmbedBuilder()
+      .setColor(5763719)
+      .setDescription(truncateEmbedDescription(
+        `**Account Email:**\n\`\`\`\n${sanitizeEmbedText(email)}\n\`\`\`\n` +
+        `**Game:**\n\`\`\`\n${sanitizeEmbedText(game) || "Not specified"}\n\`\`\`\n` +
+        `**What do you need help with?**\n\`\`\`\n${sanitizeEmbedText(descTrimmed)}\n\`\`\``
+      ));
+
+    const resourcesEmbed = new EmbedBuilder()
+      .setTitle("We're ~~happy~~ indifferent to help. :indifferentbroccoli:")
+      .setDescription("Please feel free to add any additional information to the ticket, including recent changes to the server, if any.")
+      .setColor(5763719)
+      .addFields(
+        { name: "Check out our wiki for guides:", value: "[Indifferent Broccolipedia](https://wiki.indifferentbroccoli.com)", inline: false }
+      )
+      .setFooter({ text: "indifferent broccoli tickets (:|)", iconURL: "https://i.ibb.co/sJdytfFM/Untitled-design-6.png" });
+
+    const actionRow = getTicketActionRow({ escalationTier: 0 });
+
+    enforceEmbedLimit([welcomeEmbed, infoEmbed, resourcesEmbed]);
+    let welcomeMsg;
+    try {
+      welcomeMsg = await enqueueSend(channel, {
+        content: `Hey There ${interaction.user} 🥦`,
+        embeds: [welcomeEmbed, infoEmbed, resourcesEmbed],
+        components: [actionRow]
+      });
+
+      await Ticket.updateOne(
+        { discordThreadId: channel.id },
+        { $set: { welcomeMessageId: welcomeMsg.id } }
+      );
+    } catch (err) {
+      console.error('welcomeMessageId-save', err);
+    }
+
+    const { createStaffThread } = require('../services/staffThread');
+    await createStaffThread(channel, interaction.client).catch(() => {});
+
+    if (CONFIG.PIN_INITIAL_MESSAGE_ENABLED && welcomeMsg) {
+      const { pinMessage } = require('../services/pinMessage');
+      await pinMessage(welcomeMsg, interaction.client).catch(() => {});
+    }
+
+    increment('user_tickets', interaction.user.id, 'today');
+    increment('user_tickets', interaction.user.id, 'week');
+    if (game) {
+      increment('game_tickets', game, 'today');
+      increment('game_tickets', game, 'week');
+    }
+
+    await interaction.deleteReply().catch(() => {});
+
+    const logChan = await interaction.client.channels.fetch(CONFIG.LOG_CHAN).catch(() => null);
+    if (logChan) {
+      await enqueueSend(logChan,
+        `📝 ${channel.name} created by ${interaction.user.tag}`
+      );
+    }
+  } catch (err) {
+    console.error('Ticket creation error:', err);
+    await interaction.editReply('Failed to create ticket. Please contact an administrator.');
+  }
+}
+
+module.exports = { handleButton, handleTicketModal };
--- a/handlers/commands.js
+++ b/handlers/commands.js
@@ -11,9 +11,9 @@ const {
  PermissionFlagsBits
 } = require('discord.js');
 const { mongoose } = require('../db-connection');
-const { CONFIG, TICKET_TAGS } = require('../config');
-const { getPriorityEmoji, getPriorityColor, replaceVariables, escapeRegex } = require('../utils');
-const { makeTicketName, resolveCreatorNickname, getSenderLocal, toDiscordSafeName, getOrCreateTicketCategory, createDiscordTicketAsThread, checkTicketCreationRateLimit } = require('../services/tickets');
+const { CONFIG } = require('../config');
+const { getPriorityEmoji, replaceVariables, escapeRegex } = require('../utils');
+const { makeTicketName, resolveCreatorNickname, getOrCreateTicketCategory, createDiscordTicketAsThread, checkTicketCreationRateLimit } = require('../services/tickets');
 const { sendTicketNotificationEmail } = require('../services/gmail');
 const { getTicketActionRow } = require('../utils/ticketComponents');
 const { getEmailRouting } = require('../services/guildSettings');
@@ -24,12 +24,10 @@ const { logTicketEvent, logSecurity, logError } = require('../services/debugLog'
 const { handleAccountInfoCommand } = require('./accountinfo');
 const { handleSetupCommand } = require('./setup');
 const { pendingCloses } = require('./pendingCloses');
-const { increment } = require('../services/patternStore');

 const Ticket = mongoose.model('Ticket');
 const Tag = mongoose.model('Tag');
 const User = mongoose.model('User');
-const StaffNotification = mongoose.model('StaffNotification');

 /**
 * True if member has the support role (ROLE_ID_TO_PING) or any ADDITIONAL_STAFF_ROLES.
@@ -74,17 +72,11 @@ async function runEscalation(interaction, ticket, nextTier, reason) {
  // Clear claim on escalation
  await Ticket.updateOne(
    { gmailThreadId: ticket.gmailThreadId },
-    { $set: { escalated: true, escalationTier: nextTier, claimedBy: null, claimerId: null, unclaimedRemindersSent: [] } }
+    { $set: { escalated: true, escalationTier: nextTier, claimedBy: null, claimerId: null } }
  );
  ticket.escalated = true;
  ticket.escalationTier = nextTier;
  ticket.claimedBy = null;
-  increment('escalations', ticket.game || 'unknown', 'today');
-  increment('escalations', ticket.game || 'unknown', 'week');
-  increment('user_escalations', ticket.senderEmail, 'week');
-  increment('staff_escalations', interaction.user.id, 'today');
-  increment('staff_escalations', interaction.user.id, 'week');
-  if (ticket.game) increment(`staff_game_escalations:${interaction.user.id}`, ticket.game, 'week');

  const creatorNickname = await resolveCreatorNickname(interaction.guild, ticket);
  const newName = makeTicketName('escalated', ticket, creatorNickname);
@@ -265,12 +257,11 @@ async function handleCommand(interaction) {
    return;
  }

-  // /escalate (tier 2 or 3 via level; works for both email and Discord)
+  // /escalate (tier 2 or 3 via level; works for both email and Discord). Always unclaims on escalate.
  if (interaction.commandName === 'escalate') {
    const reason = null;
    const level = interaction.options.getString('level');
    const nextTier = level === '3' ? 2 : 1;
-    const action = interaction.options.getString('action');

    const ticket = await Ticket.findOne({ discordThreadId: interaction.channel.id }).lean();
    if (!ticket) {
@@ -301,12 +292,6 @@ async function handleCommand(interaction) {
    try {
      await interaction.deferReply();
      await runEscalation(interaction, ticket, nextTier, reason);
-      if (action === 'unclaim') {
-        await Ticket.updateOne(
-          { gmailThreadId: ticket.gmailThreadId },
-          { $set: { claimedBy: null, claimerId: null } }
-        );
-      }
    } catch (err) {
      console.error('Escalate error:', err);
      await interaction.editReply({ content: 'Failed to escalate this ticket.' }).catch(() =>
@@ -315,83 +300,6 @@ async function handleCommand(interaction) {
    }
  }

-  // /notification set | /notification add
-  if (interaction.commandName === 'notification') {
-    const sub = interaction.options.getSubcommand();
-    if (sub === 'set') {
-      const hours = interaction.options.getInteger('hours');
-      try {
-        await StaffNotification.findOneAndUpdate(
-          { userId: interaction.user.id },
-          { $set: { cooldownHours: hours, updatedAt: new Date() } },
-          { upsert: true }
-        );
-        return interaction.reply({ content: `Notification cooldown set to ${hours} hour(s).`, ephemeral: true });
-      } catch (err) {
-        console.error('notification set error:', err);
-        return interaction.reply({ content: 'Failed to update notification setting.', ephemeral: true }).catch(() => {});
-      }
-    }
-    if (sub === 'add') {
-      if (!CONFIG.STAFF_NOTIFICATION_CATEGORY_ID) {
-        return interaction.reply({ content: 'STAFF_NOTIFICATION_CATEGORY_ID is not configured.', ephemeral: true });
-      }
-      const member = interaction.options.getMember('member');
-      if (!member) {
-        return interaction.reply({ content: 'Could not resolve that member.', ephemeral: true });
-      }
-      const displayName = member.displayName;
-      const emoji = CONFIG.STAFF_EMOJIS.get(member.id) || '';
-      const chanName = toDiscordSafeName(`${displayName}${emoji}`);
-      try {
-        const newChannel = await interaction.guild.channels.create({
-          name: chanName,
-          type: ChannelType.GuildText,
-          parent: CONFIG.STAFF_NOTIFICATION_CATEGORY_ID,
-          permissionOverwrites: [
-            { id: interaction.guild.id, deny: [PermissionFlagsBits.ViewChannel] },
-            { id: member.id, allow: [PermissionFlagsBits.ViewChannel, PermissionFlagsBits.SendMessages, PermissionFlagsBits.ReadMessageHistory] },
-            ...(CONFIG.ROLE_ID_TO_PING ? [{ id: CONFIG.ROLE_ID_TO_PING, allow: [PermissionFlagsBits.ViewChannel, PermissionFlagsBits.SendMessages, PermissionFlagsBits.ReadMessageHistory] }] : [])
-          ]
-        });
-        await StaffNotification.findOneAndUpdate(
-          { userId: member.id },
-          { $set: { channelId: newChannel.id, guildId: interaction.guild.id, updatedAt: new Date() } },
-          { upsert: true }
-        );
-        return interaction.reply({ content: `Notification channel created: ${newChannel}`, ephemeral: true });
-      } catch (err) {
-        console.error('notification add error:', err);
-        return interaction.reply({ content: 'Failed to create notification channel.', ephemeral: true }).catch(() => {});
-      }
-    }
-    return;
-  }
-
-  // /staffnotification (admin only)
-  if (interaction.commandName === 'staffnotification') {
-    if (interaction.user.id !== CONFIG.ADMIN_ID) {
-      logSecurity('Unauthorized command attempt', interaction.user, interaction.commandName).catch(() => {});
-      return interaction.reply({ content: 'This command is restricted to the bot admin.', ephemeral: true });
-    }
-    const member = interaction.options.getMember('member');
-    const hours = interaction.options.getInteger('hours');
-    if (!member) {
-      return interaction.reply({ content: 'Could not resolve that member.', ephemeral: true });
-    }
-    try {
-      await StaffNotification.findOneAndUpdate(
-        { userId: member.id },
-        { $set: { cooldownHours: hours, updatedAt: new Date() } },
-        { upsert: true }
-      );
-      return interaction.reply({ content: `Notification cooldown for ${member.displayName} set to ${hours} hour(s).`, ephemeral: true });
-    } catch (err) {
-      console.error('staffnotification error:', err);
-      return interaction.reply({ content: 'Failed to update notification setting.', ephemeral: true }).catch(() => {});
-    }
-  }
-
  if (interaction.commandName === 'notifydm') {
    try {
      const setting = interaction.options.getString('setting') === 'on';
@@ -723,32 +631,6 @@ async function handleCommand(interaction) {
    }
  }

-  // /tag – ticket category dropdown only
-  if (interaction.commandName === 'tag') {
-    trackInteraction('commands', 'tag', interaction.user.tag);
-    const categoryValue = interaction.options.getString('category');
-    const ticket = await Ticket.findOne({ discordThreadId: interaction.channel.id }).lean();
-    if (!ticket) {
-      return interaction.reply({ content: 'This channel is not linked to a ticket.', ephemeral: true });
-    }
-    try {
-      await Ticket.updateOne(
-        { gmailThreadId: ticket.gmailThreadId },
-        { $set: { ticketTag: categoryValue } }
-      );
-      const tagEntry = (TICKET_TAGS || []).find(t => t.value === categoryValue);
-      const emoji = tagEntry ? tagEntry.emoji : '';
-      const channelMessage = `Your ticket has been categorized as ${emoji} **${tagEntry ? tagEntry.name : categoryValue}** ${emoji}.`;
-      await interaction.reply(channelMessage);
-      increment('tag_usage', categoryValue, 'today');
-      increment('tag_usage', categoryValue, 'week');
-      if (ticket.game) increment(`tag_game:${categoryValue}`, ticket.game, 'week');
-    } catch (err) {
-      trackError('tag-command', err, interaction);
-      await interaction.reply({ content: 'Failed to set ticket category.', ephemeral: true });
-    }
-  }
-
  // /response – saved response tags (send, create, edit, delete, list)
  if (interaction.commandName === 'response') {
    trackInteraction('commands', 'response', interaction.user.tag);
@@ -936,14 +818,14 @@ async function handleCommand(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\n`/priority <level>` - Set ticket priority\n`/accountinfo email` - Look up website account by email\n`/accountinfo discord @user` - Look up website account by Discord user'
+          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\n`/accountinfo email` - Look up website account by email\n`/accountinfo discord @user` - Look up website account by Discord user'
        },
        {
-          name: 'Tags & Responses',
-          value: '`/tag` - Set ticket category (dropdown)\n`/response send <name>` - Send saved response\n`/response create|edit|delete|list` - Manage saved responses'
+          name: 'Saved Responses',
+          value: '`/response send <name>` - Send saved response\n`/response create|edit|delete|list` - Manage saved responses'
        },
        {
-          name: 'Variables (for tags)',
+          name: 'Variables (for responses)',
          value: '`{ticket.user}`, `{ticket.email}`, `{ticket.number}`, `{ticket.subject}`, `{staff.name}`, `{server.name}`, `{date}`, `{time}`'
        },
        {
@@ -960,63 +842,6 @@ async function handleCommand(interaction) {
    await interaction.reply({ embeds: [embed], ephemeral: true });
  }

-  // /priority
-  if (interaction.commandName === 'priority') {
-    const level = interaction.options.getString('level');
-
-    const ticket = await Ticket.findOne({ discordThreadId: interaction.channel.id }).lean();
-    if (!ticket) {
-      return interaction.reply({ content: 'This channel is not linked to a ticket.', ephemeral: true });
-    }
-
-    const priorityOrder = ['low', 'normal', 'medium', 'high'];
-    const oldIdx = priorityOrder.indexOf((ticket.priority || 'normal').toLowerCase());
-    const newIdx = priorityOrder.indexOf(level.toLowerCase());
-    const emoji = getPriorityEmoji(level);
-    const levelLabel = level.charAt(0).toUpperCase() + level.slice(1).toLowerCase();
-
-    let channelMessage;
-    if (level === 'normal') {
-      channelMessage = 'Your ticket priority has returned to Normal.';
-    } else if (newIdx > oldIdx) {
-      channelMessage = `Your ticket has been upgraded to ${emoji} **${levelLabel}** ${emoji}.`;
-    } else if (newIdx < oldIdx) {
-      channelMessage = `Your ticket has been downgraded to ${emoji} **${levelLabel}** ${emoji}.`;
-    } else {
-      channelMessage = `Priority set to ${emoji} **${levelLabel}** ${emoji}.`;
-    }
-
-    try {
-      await Ticket.updateOne(
-        { gmailThreadId: ticket.gmailThreadId },
-        { $set: { priority: level } }
-      );
-
-      const priorityTitle =
-        newIdx === oldIdx
-          ? 'Priority Set'
-          : `Priority ${newIdx > oldIdx ? 'Upgraded' : 'Downgraded'} → ${levelLabel}`;
-      const priorityEmbed = new EmbedBuilder()
-        .setTitle(priorityTitle)
-        .setDescription(channelMessage)
-        .setColor(getPriorityColor(level))
-        .setFooter({ text: interaction.member?.displayName || interaction.user.username });
-      await interaction.reply({ embeds: [priorityEmbed] });
-
-      if (level === 'high' && ticket.gmailThreadId && !ticket.gmailThreadId.startsWith('discord-')) {
-        await sendTicketNotificationEmail(
-          ticket,
-          `Priority updated: ${levelLabel}`,
-          channelMessage,
-          interaction.member?.displayName || interaction.user.username
-        );
-      }
-    } catch (err) {
-      console.error('Priority update error:', err);
-      await interaction.reply({ content: 'Failed to update priority.', ephemeral: true });
-    }
-  }
-
  // /panel
  if (interaction.commandName === 'panel') {
    const channel = interaction.options.getChannel('channel');
--- a/handlers/commands.js.bak-20260421
+++ b/handlers/commands.js.bak-20260421
--- a/handlers/messages.js
+++ b/handlers/messages.js
@@ -7,8 +7,6 @@ const { extractRawEmail } = require('../utils');
 const { getGmailClient, sendGmailReply } = require('../services/gmail');
 const { updateTicketActivity } = require('../services/tickets');
 const { getNotifyDm } = require('../services/staffSettings');
-const { pingStaffChannel } = require('../services/staffChannel');
-const { notifyStaffOfReply } = require('../services/staffNotifications');

 const Ticket = mongoose.model('Ticket');

@@ -21,12 +19,16 @@ async function handleDiscordReply(m) {
  const ticket = await Ticket.findOne({ discordThreadId: m.channel.id }).lean();
  if (!ticket) return;

-  if (ticket.claimerId && m.author.id !== ticket.claimerId && ticket.staffChannelId) {
-    try {
-      const staffChan = await m.guild.channels.fetch(ticket.staffChannelId).catch(() => null);
-      if (staffChan) {
-        await pingStaffChannel(staffChan, ticket.claimerId, m);
-      }
+  // Track whether last message is from staff or customer
+  const memberForCheck = await m.guild.members.fetch(m.author.id).catch(() => null);
+  const isStaffMember = memberForCheck && CONFIG.ROLE_ID_TO_PING && memberForCheck.roles.cache.has(CONFIG.ROLE_ID_TO_PING);
+  Ticket.updateOne(
+    { discordThreadId: m.channel.id },
+    { $set: { lastMessageAuthorIsStaff: !!isStaffMember, lastActivity: new Date() } }
+  ).catch(() => {});
+
+  // DM the claimer if they have notifydm on and a non-staff user replied.
+  if (ticket.claimerId && !isStaffMember && m.author.id !== ticket.claimerId) {
    const dmEnabled = await getNotifyDm(ticket.claimerId);
    if (dmEnabled) {
      const staffMember = await m.guild.members.fetch(ticket.claimerId).catch(() => null);
@@ -39,26 +41,6 @@ async function handleDiscordReply(m) {
          .catch(() => {});
      }
    }
-    } catch (e) {
-      console.error('Staff ping error:', e);
-    }
-  }
-
-  // Track whether last message is from staff or customer
-  const memberForCheck = await m.guild.members.fetch(m.author.id).catch(() => null);
-  const isStaffMember = memberForCheck && CONFIG.ROLE_ID_TO_PING && memberForCheck.roles.cache.has(CONFIG.ROLE_ID_TO_PING);
-  Ticket.updateOne(
-    { discordThreadId: m.channel.id },
-    { $set: { lastMessageAuthorIsStaff: !!isStaffMember, lastActivity: new Date() } }
-  ).catch(() => {});
-
-  // Notify claiming staff if a non-staff user replied (works for both Discord and email tickets)
-  if (ticket.claimerId && !isStaffMember) {
-    const guild = m.guild;
-    const freshTicket = await Ticket.findOne({ discordThreadId: m.channel.id }).lean();
-    if (freshTicket) {
-      await notifyStaffOfReply(guild, freshTicket, m).catch(e => console.error('notifyStaffOfReply:', e));
-    }
  }

  const discordUser = m.member?.displayName || m.author.username;
--- a/handlers/messages.js.bak-20260421
+++ b/handlers/messages.js.bak-20260421
@@ -0,0 +1,120 @@
+/**
+ * Discord messageCreate handler – forwards staff replies to Gmail.
+ */
+const { mongoose } = require('../db-connection');
+const { CONFIG } = require('../config');
+const { extractRawEmail } = require('../utils');
+const { getGmailClient, sendGmailReply } = require('../services/gmail');
+const { updateTicketActivity } = require('../services/tickets');
+const { getNotifyDm } = require('../services/staffSettings');
+const { pingStaffChannel } = require('../services/staffChannel');
+const { notifyStaffOfReply } = require('../services/staffNotifications');
+
+const Ticket = mongoose.model('Ticket');
+
+/**
+ * Handle a Discord message in a ticket channel → relay to Gmail (email tickets only).
+ */
+async function handleDiscordReply(m) {
+  if (m.author.bot || m.interaction) return;
+
+  const ticket = await Ticket.findOne({ discordThreadId: m.channel.id }).lean();
+  if (!ticket) return;
+
+  if (ticket.claimerId && m.author.id !== ticket.claimerId && ticket.staffChannelId) {
+    try {
+      const staffChan = await m.guild.channels.fetch(ticket.staffChannelId).catch(() => null);
+      if (staffChan) {
+        await pingStaffChannel(staffChan, ticket.claimerId, m);
+      }
+      const dmEnabled = await getNotifyDm(ticket.claimerId);
+      if (dmEnabled) {
+        const staffMember = await m.guild.members.fetch(ticket.claimerId).catch(() => null);
+        if (staffMember) {
+          const jumpLink = `https://discord.com/channels/${m.guild.id}/${m.channel.id}/${m.id}`;
+          await staffMember
+            .send(
+              `New customer reply in **${m.channel.name}**:\n> ${m.content.slice(0, 300)}\n[Jump to message](${jumpLink})`
+            )
+            .catch(() => {});
+        }
+      }
+    } catch (e) {
+      console.error('Staff ping error:', e);
+    }
+  }
+
+  // Track whether last message is from staff or customer
+  const memberForCheck = await m.guild.members.fetch(m.author.id).catch(() => null);
+  const isStaffMember = memberForCheck && CONFIG.ROLE_ID_TO_PING && memberForCheck.roles.cache.has(CONFIG.ROLE_ID_TO_PING);
+  Ticket.updateOne(
+    { discordThreadId: m.channel.id },
+    { $set: { lastMessageAuthorIsStaff: !!isStaffMember, lastActivity: new Date() } }
+  ).catch(() => {});
+
+  // Notify claiming staff if a non-staff user replied (works for both Discord and email tickets)
+  if (ticket.claimerId && !isStaffMember) {
+    const guild = m.guild;
+    const freshTicket = await Ticket.findOne({ discordThreadId: m.channel.id }).lean();
+    if (freshTicket) {
+      await notifyStaffOfReply(guild, freshTicket, m).catch(e => console.error('notifyStaffOfReply:', e));
+    }
+  }
+
+  const discordUser = m.member?.displayName || m.author.username;
+
+  if (ticket.gmailThreadId.startsWith('discord-')) {
+    return;
+  }
+
+  // Email tickets: send reply via Gmail.
+  try {
+    const gmail = getGmailClient();
+    const thread = await gmail.users.threads.get({
+      userId: 'me',
+      id: ticket.gmailThreadId
+    });
+
+    const last = [...thread.data.messages].reverse().find(msg => {
+      const from =
+        msg.payload.headers.find(h => h.name === 'From')?.value || '';
+      return !from.toLowerCase().includes(CONFIG.MY_EMAIL);
+    });
+
+    if (!last) return;
+
+    let recipient =
+      last.payload.headers.find(h => h.name === 'From')?.value || '';
+    const replyTo =
+      last.payload.headers.find(h => h.name === 'Reply-To')?.value;
+    if (replyTo) recipient = replyTo;
+
+    const subject =
+      last.payload.headers.find(h => h.name === 'Subject')?.value ||
+      'Support';
+    const msgId =
+      last.payload.headers.find(h => h.name === 'Message-ID')?.value;
+
+    const recipientEmail = extractRawEmail(recipient).toLowerCase();
+    if (!recipientEmail || recipientEmail === CONFIG.MY_EMAIL) {
+      console.warn('Bad recipient for reply:', recipientEmail);
+      return;
+    }
+
+    await sendGmailReply(
+      ticket.gmailThreadId,
+      m.content,
+      recipientEmail,
+      subject,
+      discordUser,
+      msgId,
+      m.author.id
+    );
+
+    await updateTicketActivity(ticket.gmailThreadId);
+  } catch (e) {
+    console.error('REPLY ERROR:', e);
+  }
+}
+
+module.exports = { handleDiscordReply };
--- a/models.js
+++ b/models.js
@@ -864,14 +864,6 @@ mongoose.model('StaffSettings', new mongoose.Schema({
    updatedAt: { type: Date, default: Date.now }
 }));

-mongoose.model('StaffNotification', new mongoose.Schema({
-  userId: { type: String, required: true, unique: true },
-  guildId: String,
-  channelId: String,
-  cooldownHours: { type: Number, default: 1 },
-  updatedAt: { type: Date, default: Date.now }
-}));
-
 mongoose.model('StaffSignature', new mongoose.Schema({
  userId: { type: String, required: true, unique: true },
  guildId: { type: String, required: true },
--- a/routes/internalApi.js
+++ b/routes/internalApi.js
@@ -5,14 +5,7 @@ const { CONFIG } = require('../config');
 const { safeEqual } = require('../utils');
 const { applyConfigUpdates, readAllConfig } = require('../services/configPersistence');
 const { logSystem } = require('../services/debugLog');
-const { REGISTRY: NOTIFICATION_REGISTRY } = require('../services/notificationRegistry');
 const { ALLOWED_CONFIG_KEYS } = require('../services/configSchema');
-const {
-  getAllState: getNotificationState,
-  setKeyEnabled,
-  setCategoryEnabled,
-  setMasterEnabled
-} = require('../services/notificationEnabled');

 const router = express.Router();

@@ -169,67 +162,6 @@ router.get('/restart/status', (req, res) => {
  res.json({ scheduledRestart: !!scheduledRestart });
 });

-// GET /notifications/alerts — canonical bot-side notification alert catalog
-router.get('/notifications/alerts', (req, res) => {
-  res.json(NOTIFICATION_REGISTRY);
-});
-
-// GET /notifications/state — Phase 9: master flag + per-key enable map
-router.get('/notifications/state', (req, res) => {
-  res.json(getNotificationState());
-});
-
-// POST /notifications/toggle — Phase 9: mutate one of {master, category, key}
-//
-// Body shapes (exactly one of these must be used):
-//   { master:   true, enabled: <bool> }
-//   { category: <str>, enabled: <bool> }
-//   { key:      <str>, enabled: <bool> }
-//
-// Mutates CONFIG in memory via notificationEnabled, then persists through
-// applyConfigUpdates so the value passes schema validation and ends up in .env.
-router.post('/notifications/toggle', express.json(), async (req, res) => {
-  const body = req.body;
-  if (!body || typeof body !== 'object' || Array.isArray(body)) {
-    return res.status(400).json({ error: 'Invalid body' });
-  }
-  if (typeof body.enabled !== 'boolean') {
-    return res.status(400).json({ error: '`enabled` must be boolean' });
-  }
-
-  const hasMaster = Object.prototype.hasOwnProperty.call(body, 'master');
-  const hasCategory = Object.prototype.hasOwnProperty.call(body, 'category');
-  const hasKey = Object.prototype.hasOwnProperty.call(body, 'key');
-  const specifiedCount = Number(hasMaster) + Number(hasCategory) + Number(hasKey);
-  if (specifiedCount !== 1) {
-    return res.status(400).json({ error: 'Specify exactly one of: master, category, key' });
-  }
-
-  let updates;
-  if (hasMaster) {
-    setMasterEnabled(body.enabled);
-    updates = { NOTIFICATIONS_MASTER_ENABLED: body.enabled };
-  } else if (hasCategory) {
-    if (typeof body.category !== 'string' || !Object.prototype.hasOwnProperty.call(NOTIFICATION_REGISTRY, body.category)) {
-      return res.status(400).json({ error: 'Unknown category' });
-    }
-    const newJson = setCategoryEnabled(body.category, body.enabled);
-    updates = { NOTIFICATION_ENABLED_JSON: newJson };
-  } else {
-    if (typeof body.key !== 'string' || !body.key) {
-      return res.status(400).json({ error: '`key` must be a non-empty string' });
-    }
-    const newJson = setKeyEnabled(body.key, body.enabled);
-    updates = { NOTIFICATION_ENABLED_JSON: newJson };
-  }
-
-  const result = applyConfigUpdates(updates);
-  if (result.errors.length > 0) {
-    return res.status(500).json({ error: 'Persistence failed', details: result.errors });
-  }
-  res.json({ state: getNotificationState() });
-});
-
 // POST /gmail/reload — hot-swap Gmail OAuth creds after weekly reauth without
 // restarting the process. Reads REFRESH_TOKEN from .env via configPersistence,
 // probes Google with users.getProfile, and on success clears pollSuspended and
--- a/services/chatAlertChecker.js
+++ b/services/chatAlertChecker.js
@@ -1,98 +0,0 @@
-/**
- * Chat monitoring — tracks unresponded messages in configured channels
- * and alerts staff when thresholds are crossed.
- */
-const { EmbedBuilder } = require('discord.js');
-const { CONFIG, parseThresholdString } = require('../config');
-const { shouldFireCooldownEscalating, clearEscalating } = require('./patternStore');
-const { enqueueSend } = require('./channelQueue');
-const { assertKeysRegistered } = require('./notificationRegistry');
-const { isEnabled } = require('./notificationEnabled');
-
-const CHAT_ALERT_KEYS = ['chat_messages', 'chat_time'];
-assertKeysRegistered('chatAlertChecker', CHAT_ALERT_KEYS);
-
-// channelId → { lastStaffMessageAt, unrespondedCount, lastAlertAt }
-const chatState = new Map();
-const chatMessageThresholdsMs = (CONFIG.NOTIFICATION_THRESHOLDS?.chat_messages || [])
-  .map(parseThresholdString)
-  .filter(n => Number.isFinite(n) && n > 0);
-const chatTimeThresholdsMs = (CONFIG.NOTIFICATION_THRESHOLDS?.chat_time || [])
-  .map(parseThresholdString)
-  .filter(n => Number.isFinite(n) && n > 0);
-
-function initChatMonitoring(client) {
-  for (const channelId of CONFIG.CHAT_ALERT_CHANNEL_IDS) {
-    chatState.set(channelId, {
-      lastStaffMessageAt: new Date(),
-      unrespondedCount: 0,
-      lastAlertAt: null
-    });
-  }
-}
-
-function isStaff(member) {
-  if (!member?.roles?.cache) return false;
-  if (CONFIG.ROLE_ID_TO_PING && member.roles.cache.has(CONFIG.ROLE_ID_TO_PING)) return true;
-  const additional = CONFIG.ADDITIONAL_STAFF_ROLES || [];
-  return additional.some(roleId => member.roles.cache.has(roleId));
-}
-
-async function handleChatMessage(msg, client) {
-  if (msg.author.bot) return;
-  if (!chatState.has(msg.channel.id)) return;
-
-  const state = chatState.get(msg.channel.id);
-  if (isStaff(msg.member)) {
-    state.lastStaffMessageAt = new Date();
-    state.unrespondedCount = 0;
-    clearEscalating(`chat:messages:${msg.channel.id}`);
-    clearEscalating(`chat:time:${msg.channel.id}`);
-  } else {
-    state.unrespondedCount++;
-  }
-}
-
-async function runChatAlertChecks(client) {
-  const alertChannelId = CONFIG.ALL_STAFF_CHAT_ALERT_CHANNEL_ID;
-  if (!alertChannelId || !client) return;
-
-  for (const [channelId, state] of chatState) {
-    // Message count threshold
-    if (isEnabled('chat_messages') && state.unrespondedCount >= CONFIG.CHAT_ALERT_MESSAGE_COUNT) {
-      const cooldownKey = `chat:messages:${channelId}`;
-      if (shouldFireCooldownEscalating(cooldownKey, chatMessageThresholdsMs) !== null) {
-        const embed = new EmbedBuilder()
-          .setTitle('Chat needs attention')
-          .setDescription(`<#${channelId}> has ${state.unrespondedCount} unresponded messages.`)
-          .setColor(0xFF8800)
-          .setTimestamp();
-        try {
-          const alertChan = await client.channels.fetch(alertChannelId);
-          const content = CONFIG.SURGE_ROLE_ID ? `<@&${CONFIG.SURGE_ROLE_ID}>` : undefined;
-          if (alertChan) await enqueueSend(alertChan, { content, embeds: [embed] });
-        } catch (_) {}
-      }
-    }
-
-    // Time threshold
-    const hoursSinceStaff = (Date.now() - state.lastStaffMessageAt.getTime()) / 3600000;
-    if (isEnabled('chat_time') && hoursSinceStaff >= CONFIG.CHAT_ALERT_HOURS_WITHOUT_RESPONSE && state.unrespondedCount > 0) {
-      const cooldownKey = `chat:time:${channelId}`;
-      if (shouldFireCooldownEscalating(cooldownKey, chatTimeThresholdsMs) !== null) {
-        const embed = new EmbedBuilder()
-          .setTitle('Chat without staff response')
-          .setDescription(`<#${channelId}> has had no staff response for ${Math.floor(hoursSinceStaff)} hour(s) with ${state.unrespondedCount} pending message(s).`)
-          .setColor(0xFF8800)
-          .setTimestamp();
-        try {
-          const alertChan = await client.channels.fetch(alertChannelId);
-          const content = CONFIG.SURGE_ROLE_ID ? `<@&${CONFIG.SURGE_ROLE_ID}>` : undefined;
-          if (alertChan) await enqueueSend(alertChan, { content, embeds: [embed] });
-        } catch (_) {}
-      }
-    }
-  }
-}
-
-module.exports = { initChatMonitoring, handleChatMessage, runChatAlertChecks };
--- a/services/configSchema.js
+++ b/services/configSchema.js
@@ -27,17 +27,12 @@ const ALLOWED_CONFIG_KEYS = new Set([
  'EMAIL_ESCALATED3_CHANNEL_ID', 'DISCORD_ESCALATED3_CHANNEL_ID',
  // Roles and staff
  'ROLE_ID_TO_PING', 'ROLE_TO_PING_ID', 'ADDITIONAL_STAFF_ROLES', 'BLACKLISTED_ROLES',
-  'STAFF_IDS', 'ADMIN_ID', 'STAFF_EMOJIS', 'CLAIMER_EMOJI_FALLBACK',
+  'ADMIN_ID',
  // Channel IDs
  'TRANSCRIPT_CHANNEL_ID', 'LOGGING_CHANNEL_ID', 'DEBUGGING_CHANNEL_ID',
  'BACKUP_EXPORT_CHANNEL_ID', 'ACCOUNT_INFO_CHANNEL_ID', 'DISCORD_CHANNEL_ID',
  'GMAIL_LOG_CHANNEL_ID', 'AUTOMATION_LOG_CHANNEL_ID', 'RENAME_LOG_CHANNEL_ID',
  'SECURITY_LOG_CHANNEL_ID', 'SYSTEM_LOG_CHANNEL_ID',
-  'ALL_STAFF_CHANNEL_ID', 'ALL_STAFF_CHAT_ALERT_CHANNEL_ID',
-  'STAFF_NOTIFICATION_CATEGORY_ID',
-  // Pattern channel IDs
-  'USER_PATTERNS_CHANNEL_ID', 'GAME_PATTERNS_CHANNEL_ID', 'TAG_PATTERNS_CHANNEL_ID',
-  'ESCALATION_PATTERNS_CHANNEL_ID', 'STAFF_PATTERNS_CHANNEL_ID', 'COMBINED_PATTERNS_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',
@@ -48,36 +43,17 @@ const ALLOWED_CONFIG_KEYS = new Set([
  'LOGO_URL', 'SUPPORT_NAME', 'EMAIL_SIGNATURE', 'GAME_LIST',
  // Toggles
  'AUTO_CLOSE_ENABLED', 'AUTO_CLOSE_AFTER_HOURS', 'AUTO_UNCLAIM_ENABLED', 'AUTO_UNCLAIM_AFTER_HOURS',
-  'CLAIM_TIMEOUT_ENABLED', 'CLAIM_TIMEOUT_HOURS', 'ALLOW_CLAIM_OVERWRITE',
+  'ALLOW_CLAIM_OVERWRITE',
  'REMINDER_ENABLED', 'REMINDER_AFTER_HOURS', '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',
-  'STAFF_DND_COUNTS_AS_AVAILABLE',
  // Limits and thresholds
  'GLOBAL_TICKET_LIMIT', 'TICKET_LIMIT_PER_CATEGORY',
  'RATE_LIMIT_TICKETS_PER_USER', 'RATE_LIMIT_WINDOW_MINUTES',
  'FORCE_CLOSE_TIMER_SECONDS', 'GMAIL_POLL_INTERVAL_SECONDS',
  // Embed colors
  'EMBED_COLOR_OPEN', 'EMBED_COLOR_CLOSED', 'EMBED_COLOR_CLAIMED', 'EMBED_COLOR_ESCALATED', 'EMBED_COLOR_INFO',
-  'PRIORITY_HIGH_EMOJI', 'PRIORITY_MEDIUM_EMOJI', 'PRIORITY_LOW_EMOJI',
-  // Pattern thresholds
-  'PATTERN_USER_TICKET_THRESHOLD', 'PATTERN_GAME_TICKET_THRESHOLD',
-  'PATTERN_STAFF_STALE_PING_THRESHOLD', 'PATTERN_ESCALATION_THRESHOLD',
-  'PATTERN_RAPID_CLOSE_SECONDS', 'PATTERN_UNCLAIMED_HOURS', 'PATTERN_CHECK_INTERVAL_MINUTES',
-  // Surge settings
-  'SURGE_ROLE_ID', 'SURGE_TICKET_COUNT', 'SURGE_TICKET_WINDOW_MINUTES',
-  'SURGE_GAME_TICKET_COUNT', 'SURGE_GAME_TICKET_WINDOW_MINUTES',
-  'SURGE_STALE_COUNT', 'SURGE_STALE_HOURS',
-  'SURGE_NEEDS_RESPONSE_COUNT', 'SURGE_NEEDS_RESPONSE_HOURS',
-  'SURGE_UNCLAIMED_COUNT', 'SURGE_UNCLAIMED_MINUTES', 'SURGE_TIER3_UNCLAIMED_MINUTES',
-  'SURGE_COOLDOWN_MINUTES', 'SURGE_NO_STAFF_COOLDOWN_MINUTES', 'SURGE_NO_STAFF_OPEN_TICKET_THRESHOLD',
-  // Chat alerts
-  'CHAT_ALERT_CHANNEL_IDS', 'CHAT_ALERT_MESSAGE_COUNT',
-  'CHAT_ALERT_HOURS_WITHOUT_RESPONSE', 'CHAT_ALERT_COOLDOWN_MINUTES',
-  // Notification thresholds
-  'NOTIFICATION_THRESHOLDS_JSON', 'UNCLAIMED_REMINDER_THRESHOLDS',
-  // Notification enable state (Phase 9)
-  'NOTIFICATION_ENABLED_JSON', 'NOTIFICATIONS_MASTER_ENABLED'
+  'PRIORITY_HIGH_EMOJI', 'PRIORITY_MEDIUM_EMOJI', 'PRIORITY_LOW_EMOJI'
 ]);

 // ---------- Regex primitives ----------
@@ -207,13 +183,9 @@ const VALIDATORS = {

 function inferType(key) {
  // 1. Explicit overrides
-  if (key === 'NOTIFICATION_THRESHOLDS_JSON') return 'json';
-  if (key === 'NOTIFICATION_ENABLED_JSON') return 'json';
-  if (key === 'NOTIFICATIONS_MASTER_ENABLED') return 'boolean';
  if (key === 'LOGO_URL') return 'url';
  if (/_EMAIL$/.test(key)) return 'email';
  if (key.includes('COLOR')) return 'hex_color';
-  if (/_EMOJIS$/.test(key)) return 'string_or_json';
  // ROLE_ID_TO_PING has _ID mid-key — standard _ID$ pattern misses it.
  if (key === 'ROLE_ID_TO_PING') return 'discord_id';

--- a/services/configSchema.js.bak-20260421
+++ b/services/configSchema.js.bak-20260421
@@ -0,0 +1,262 @@
+/**
+ * Per-key config value validator registry.
+ *
+ * Pattern-driven type inference for every key in ALLOWED_CONFIG_KEYS.
+ * getValidator(key) returns { type, validate(value) }, where validate returns
+ *   { ok: true, coerced }    — typed value to assign into CONFIG[key]
+ *   { ok: false, error }     — human-readable reason surfaced in the save UI
+ *
+ * .env always stores String(coerced); CONFIG gets the typed coerced value so
+ * downstream consumers that compare === true / === 5 still work.
+ *
+ * This file is the canonical source for ALLOWED_CONFIG_KEYS — routes/internalApi
+ * imports the Set from here. That keeps the require graph acyclic:
+ *   internalApi -> configPersistence -> configSchema
+ *   internalApi -> configSchema
+ * No side effects beyond a one-line startup log of the fallback-string keys.
+ */
+'use strict';
+
+const ALLOWED_CONFIG_KEYS = new Set([
+  // Ticket settings
+  'TICKET_CATEGORY_ID', 'TICKET_CATEGORY_NAME', 'TICKET_T2_CATEGORY_NAME', 'TICKET_T3_CATEGORY_NAME',
+  'EMAIL_TICKET_OVERFLOW_CATEGORY_IDS', 'DISCORD_TICKET_CATEGORY_ID', 'DISCORD_TICKET_OVERFLOW_CATEGORY_IDS',
+  'DISCORD_THREAD_CHANNEL_ID', 'EMAIL_THREAD_CHANNEL_ID', 'THREAD_PARENT_CHANNEL', 'USE_THREADS',
+  // Escalation categories
+  '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',
+  'STAFF_IDS', 'ADMIN_ID', 'STAFF_EMOJIS', 'CLAIMER_EMOJI_FALLBACK',
+  // Channel IDs
+  'TRANSCRIPT_CHANNEL_ID', 'LOGGING_CHANNEL_ID', 'DEBUGGING_CHANNEL_ID',
+  'BACKUP_EXPORT_CHANNEL_ID', 'ACCOUNT_INFO_CHANNEL_ID', 'DISCORD_CHANNEL_ID',
+  'GMAIL_LOG_CHANNEL_ID', 'AUTOMATION_LOG_CHANNEL_ID', 'RENAME_LOG_CHANNEL_ID',
+  'SECURITY_LOG_CHANNEL_ID', 'SYSTEM_LOG_CHANNEL_ID',
+  'ALL_STAFF_CHANNEL_ID', 'ALL_STAFF_CHAT_ALERT_CHANNEL_ID',
+  'STAFF_NOTIFICATION_CATEGORY_ID',
+  // Pattern channel IDs
+  'USER_PATTERNS_CHANNEL_ID', 'GAME_PATTERNS_CHANNEL_ID', 'TAG_PATTERNS_CHANNEL_ID',
+  'ESCALATION_PATTERNS_CHANNEL_ID', 'STAFF_PATTERNS_CHANNEL_ID', 'COMBINED_PATTERNS_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',
+  'AUTO_CLOSE_MESSAGE', 'TICKET_WELCOME_MESSAGE', 'TICKET_CLAIMED_MESSAGE', 'TICKET_UNCLAIMED_MESSAGE',
+  'REMINDER_MESSAGE', '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',
+  'CLAIM_TIMEOUT_ENABLED', 'CLAIM_TIMEOUT_HOURS', 'ALLOW_CLAIM_OVERWRITE',
+  'REMINDER_ENABLED', 'REMINDER_AFTER_HOURS', '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',
+  'STAFF_DND_COUNTS_AS_AVAILABLE',
+  // Limits and thresholds
+  'GLOBAL_TICKET_LIMIT', 'TICKET_LIMIT_PER_CATEGORY',
+  'RATE_LIMIT_TICKETS_PER_USER', 'RATE_LIMIT_WINDOW_MINUTES',
+  'FORCE_CLOSE_TIMER_SECONDS', 'GMAIL_POLL_INTERVAL_SECONDS',
+  // Embed colors
+  'EMBED_COLOR_OPEN', 'EMBED_COLOR_CLOSED', 'EMBED_COLOR_CLAIMED', 'EMBED_COLOR_ESCALATED', 'EMBED_COLOR_INFO',
+  'PRIORITY_HIGH_EMOJI', 'PRIORITY_MEDIUM_EMOJI', 'PRIORITY_LOW_EMOJI',
+  // Pattern thresholds
+  'PATTERN_USER_TICKET_THRESHOLD', 'PATTERN_GAME_TICKET_THRESHOLD',
+  'PATTERN_STAFF_STALE_PING_THRESHOLD', 'PATTERN_ESCALATION_THRESHOLD',
+  'PATTERN_RAPID_CLOSE_SECONDS', 'PATTERN_UNCLAIMED_HOURS', 'PATTERN_CHECK_INTERVAL_MINUTES',
+  // Surge settings
+  'SURGE_ROLE_ID', 'SURGE_TICKET_COUNT', 'SURGE_TICKET_WINDOW_MINUTES',
+  'SURGE_GAME_TICKET_COUNT', 'SURGE_GAME_TICKET_WINDOW_MINUTES',
+  'SURGE_STALE_COUNT', 'SURGE_STALE_HOURS',
+  'SURGE_NEEDS_RESPONSE_COUNT', 'SURGE_NEEDS_RESPONSE_HOURS',
+  'SURGE_UNCLAIMED_COUNT', 'SURGE_UNCLAIMED_MINUTES', 'SURGE_TIER3_UNCLAIMED_MINUTES',
+  'SURGE_COOLDOWN_MINUTES', 'SURGE_NO_STAFF_COOLDOWN_MINUTES', 'SURGE_NO_STAFF_OPEN_TICKET_THRESHOLD',
+  // Chat alerts
+  'CHAT_ALERT_CHANNEL_IDS', 'CHAT_ALERT_MESSAGE_COUNT',
+  'CHAT_ALERT_HOURS_WITHOUT_RESPONSE', 'CHAT_ALERT_COOLDOWN_MINUTES',
+  // Notification thresholds
+  'NOTIFICATION_THRESHOLDS_JSON', 'UNCLAIMED_REMINDER_THRESHOLDS',
+  // Notification enable state (Phase 9)
+  'NOTIFICATION_ENABLED_JSON', 'NOTIFICATIONS_MASTER_ENABLED'
+]);
+
+// ---------- Regex primitives ----------
+
+const SNOWFLAKE_RE = /^[0-9]{17,20}$/;
+const EMAIL_RE = /^[^\s@]+@[^\s@]+\.[^\s@]+$/;
+const HEX_COLOR_RE = /^(?:0x|#)?([0-9A-Fa-f]{6})$/;
+const INT_RE = /^-?\d+$/;
+const NUMERIC_COERCE_RE = /^-?\d+(?:\.\d+)?$/;
+
+function isEmptyInput(v) {
+  return v === '' || v === null || v === undefined;
+}
+
+// ---------- Validators ----------
+
+const VALIDATORS = {
+  boolean: {
+    type: 'boolean',
+    validate(value) {
+      if (value === true || value === 'true') return { ok: true, coerced: true };
+      if (value === false || value === 'false') return { ok: true, coerced: false };
+      return { ok: false, error: 'must be true or false' };
+    }
+  },
+  integer: {
+    type: 'integer',
+    validate(value) {
+      if (isEmptyInput(value)) return { ok: true, coerced: '' };
+      const str = String(value).trim();
+      if (!INT_RE.test(str)) return { ok: false, error: 'must be a whole number' };
+      const n = parseInt(str, 10);
+      if (!Number.isFinite(n) || n < 0) return { ok: false, error: 'must be zero or a positive integer' };
+      return { ok: true, coerced: n };
+    }
+  },
+  hex_color: {
+    type: 'hex_color',
+    validate(value) {
+      if (isEmptyInput(value)) return { ok: true, coerced: '' };
+      const str = String(value).trim();
+      const m = str.match(HEX_COLOR_RE);
+      if (!m) return { ok: false, error: 'must be a 6-digit hex color like 0xRRGGBB or #RRGGBB' };
+      return { ok: true, coerced: '0x' + m[1].toUpperCase() };
+    }
+  },
+  url: {
+    type: 'url',
+    validate(value) {
+      if (isEmptyInput(value)) return { ok: true, coerced: '' };
+      const str = String(value).trim();
+      try {
+        new URL(str);
+        return { ok: true, coerced: str };
+      } catch (_) {
+        return { ok: false, error: 'must be a valid URL (include the protocol)' };
+      }
+    }
+  },
+  email: {
+    type: 'email',
+    validate(value) {
+      if (isEmptyInput(value)) return { ok: true, coerced: '' };
+      const str = String(value).trim();
+      if (!EMAIL_RE.test(str)) return { ok: false, error: 'must look like a valid email address' };
+      return { ok: true, coerced: str };
+    }
+  },
+  discord_id: {
+    type: 'discord_id',
+    validate(value) {
+      if (isEmptyInput(value)) return { ok: true, coerced: '' };
+      const str = String(value).trim();
+      if (!SNOWFLAKE_RE.test(str)) return { ok: false, error: 'must be a Discord ID (17–20 digits) or empty' };
+      return { ok: true, coerced: str };
+    }
+  },
+  discord_id_list: {
+    type: 'discord_id_list',
+    validate(value) {
+      if (isEmptyInput(value)) return { ok: true, coerced: '' };
+      const str = String(value).trim();
+      if (str === '') return { ok: true, coerced: '' };
+      const parts = str.split(',').map(p => p.trim()).filter(Boolean);
+      for (const p of parts) {
+        if (!SNOWFLAKE_RE.test(p)) return { ok: false, error: `"${p}" is not a Discord ID` };
+      }
+      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: {
+    type: 'string',
+    validate(value) {
+      if (value === null || value === undefined) return { ok: false, error: 'cannot be null' };
+      if (value === 'true' || value === true) return { ok: true, coerced: true };
+      if (value === 'false' || value === false) return { ok: true, coerced: false };
+      const str = String(value);
+      if (str !== '' && NUMERIC_COERCE_RE.test(str)) return { ok: true, coerced: Number(str) };
+      return { ok: true, coerced: str };
+    }
+  }
+};
+
+// ---------- Type inference ----------
+
+function inferType(key) {
+  // 1. Explicit overrides
+  if (key === 'NOTIFICATION_THRESHOLDS_JSON') return 'json';
+  if (key === 'NOTIFICATION_ENABLED_JSON') return 'json';
+  if (key === 'NOTIFICATIONS_MASTER_ENABLED') return 'boolean';
+  if (key === 'LOGO_URL') return 'url';
+  if (/_EMAIL$/.test(key)) return 'email';
+  if (key.includes('COLOR')) return 'hex_color';
+  if (/_EMOJIS$/.test(key)) return 'string_or_json';
+  // ROLE_ID_TO_PING has _ID mid-key — standard _ID$ pattern misses it.
+  if (key === 'ROLE_ID_TO_PING') return 'discord_id';
+
+  // 2. Name patterns
+  if (/ENABLED$|^USE_|_ON$/.test(key)) return 'boolean';
+  if (/_IDS$/.test(key)) return 'discord_id_list';
+  if (/_ID$/.test(key)) return 'discord_id';
+  if (/_HOURS$|_MINUTES$|_SECONDS$|_COUNT$|_LIMIT$|_THRESHOLD$/.test(key)) return 'integer';
+
+  // 3. Fallback
+  return 'string';
+}
+
+function getValidator(key) {
+  return VALIDATORS[inferType(key)];
+}
+
+// Pre-build per-key validator map for callers that want O(1) lookup
+// (and for the smoke test / boot log).
+const ALL_VALIDATORS = {};
+for (const key of ALLOWED_CONFIG_KEYS) {
+  ALL_VALIDATORS[key] = getValidator(key);
+}
+
+// ---------- Startup log (no-op if console.log is suppressed) ----------
+
+(function logDistribution() {
+  const dist = {};
+  const fallback = [];
+  for (const [key, v] of Object.entries(ALL_VALIDATORS)) {
+    dist[v.type] = (dist[v.type] || 0) + 1;
+    if (v.type === 'string') fallback.push(key);
+  }
+  console.log('[configSchema] type distribution:', JSON.stringify(dist));
+  if (fallback.length) {
+    console.log(`[configSchema] ${fallback.length} keys use fallback 'string' validator:`, fallback.join(', '));
+  }
+})();
+
+module.exports = {
+  ALLOWED_CONFIG_KEYS,
+  VALIDATORS,
+  ALL_VALIDATORS,
+  getValidator,
+  inferType
+};
--- a/services/notificationEnabled.js
+++ b/services/notificationEnabled.js
@@ -1,102 +0,0 @@
-/**
- * Canonical enable/disable state accessor for per-alert notifications.
- *
- * State lives in two CONFIG keys:
- *   - NOTIFICATIONS_MASTER_ENABLED (boolean) — global kill switch
- *   - NOTIFICATION_ENABLED_JSON     (JSON string → flat { [key]: boolean })
- *
- * Defaults: master off, every key off. Unknown keys in the JSON are ignored
- * on read (registry is the source of truth); keys missing from the JSON are
- * treated as false. Master off short-circuits every read — isEnabled never
- * returns true when master is off, so checkers bail without logs or metrics.
- *
- * Setters mutate CONFIG in memory and return the new value so the caller can
- * persist it via configPersistence.applyConfigUpdates. .env writes happen
- * there so schema validation and partial-success semantics stay consistent.
- */
-'use strict';
-
-const { CONFIG } = require('../config');
-const { REGISTRY } = require('./notificationRegistry');
-
-function parseState() {
-  const raw = CONFIG.NOTIFICATION_ENABLED_JSON;
-  if (raw === undefined || raw === null || raw === '') return {};
-  if (typeof raw === 'object' && !Array.isArray(raw)) return raw;
-  try {
-    const parsed = JSON.parse(String(raw));
-    if (parsed && typeof parsed === 'object' && !Array.isArray(parsed)) return parsed;
-  } catch (_) {}
-  return {};
-}
-
-function isMasterOn() {
-  const v = CONFIG.NOTIFICATIONS_MASTER_ENABLED;
-  return v === true || v === 'true';
-}
-
-function isEnabled(alertKey) {
-  if (!isMasterOn()) return false;
-  const state = parseState();
-  return state[alertKey] === true;
-}
-
-function isCategoryEnabled(category) {
-  if (!isMasterOn()) return false;
-  const entries = REGISTRY[category];
-  if (!Array.isArray(entries) || entries.length === 0) return false;
-  const state = parseState();
-  return entries.every(e => state[e.key] === true);
-}
-
-function getAllState() {
-  const state = parseState();
-  const perKey = {};
-  for (const entries of Object.values(REGISTRY)) {
-    if (!Array.isArray(entries)) continue;
-    for (const e of entries) {
-      perKey[e.key] = state[e.key] === true;
-    }
-  }
-  return { master: isMasterOn(), perKey };
-}
-
-function serialize(state) {
-  const ordered = {};
-  Object.keys(state).sort().forEach(k => { ordered[k] = state[k] === true; });
-  return JSON.stringify(ordered);
-}
-
-function setKeyEnabled(key, enabled) {
-  const state = parseState();
-  state[String(key)] = enabled === true;
-  const json = serialize(state);
-  CONFIG.NOTIFICATION_ENABLED_JSON = json;
-  return json;
-}
-
-function setCategoryEnabled(category, enabled) {
-  const state = parseState();
-  const entries = REGISTRY[category];
-  if (Array.isArray(entries)) {
-    for (const e of entries) state[e.key] = enabled === true;
-  }
-  const json = serialize(state);
-  CONFIG.NOTIFICATION_ENABLED_JSON = json;
-  return json;
-}
-
-function setMasterEnabled(enabled) {
-  const value = enabled === true;
-  CONFIG.NOTIFICATIONS_MASTER_ENABLED = value;
-  return value;
-}
-
-module.exports = {
-  isEnabled,
-  isCategoryEnabled,
-  getAllState,
-  setKeyEnabled,
-  setCategoryEnabled,
-  setMasterEnabled
-};
--- a/services/notificationRegistry.js
+++ b/services/notificationRegistry.js
@@ -1,214 +0,0 @@
-/**
- * Canonical notification alert registry.
- *
- * Single source of truth for the 32 registered alert keys across surgeChecker,
- * patternChecker, staffNotifications, and chatAlertChecker. Consumed by:
- *   - the checker services (startup drift-check, Phase 9 enable gating)
- *   - routes/internalApi.js GET /notifications/alerts
- *   - settings-site UI (via proxied /api/notifications/alerts, with fallback)
- *
- * Not covered here (intentionally fallback-only in the UI):
- *   - rapid_t2_t3 — uses count-milestone firing, not shouldFire()
- *
- * `windowType` is the reset window used by shouldFire() for pattern keys
- * (today/week/month). For surge, unclaimed, and chat, firing is
- * cooldown-escalating rather than window-based, so windowType is null.
- */
-
-const REGISTRY = Object.freeze({
-  surge: Object.freeze([
-    Object.freeze({
-      key: 'surge_tickets',
-      description: 'Fires when total active ticket volume exceeds configured surge thresholds, signaling broad queue pressure that needs staffing attention.',
-      windowType: null
-    }),
-    Object.freeze({
-      key: 'surge_game',
-      description: 'Fires when one game accumulates tickets unusually fast within the configured window, indicating a localized incident that should be triaged.',
-      windowType: null
-    }),
-    Object.freeze({
-      key: 'surge_stale',
-      description: 'Fires when too many tickets stay unresolved past the stale-time threshold, prompting staff to clear aging backlog.',
-      windowType: null
-    }),
-    Object.freeze({
-      key: 'surge_needs_response',
-      description: 'Fires when tickets needing a staff reply exceed count and age limits, indicating response latency is building.',
-      windowType: null
-    }),
-    Object.freeze({
-      key: 'surge_unclaimed',
-      description: 'Fires when the unclaimed queue crosses configured count/age thresholds, signaling ownership gaps that need pickup.',
-      windowType: null
-    }),
-    Object.freeze({
-      key: 'surge_tier3_unclaimed',
-      description: "Fires when Tier 3 tickets have been sitting unclaimed past each threshold. Escalating intervals prevent spam while ensuring critical tickets don't go unnoticed.",
-      windowType: null
-    }),
-    Object.freeze({
-      key: 'surge_no_staff',
-      description: 'Fires when open-ticket load is high while no staff are detected as available, prompting immediate coverage.',
-      windowType: null
-    })
-  ]),
-
-  patterns: Object.freeze([
-    Object.freeze({
-      key: 'user_tickets',
-      description: 'Detects users opening unusually high ticket counts in the active window, suggesting repeat-issue or abuse patterns.',
-      windowType: 'today'
-    }),
-    Object.freeze({
-      key: 'user_reopen',
-      description: 'Detects users who repeatedly reopen or recreate issues after closure, signaling unresolved root-cause patterns.',
-      windowType: 'week'
-    }),
-    Object.freeze({
-      key: 'user_crossgame',
-      description: 'Detects users reporting similar issues across multiple games in a short period, indicating broader account-level impact.',
-      windowType: 'week'
-    }),
-    Object.freeze({
-      key: 'game_surge',
-      description: 'Detects game-specific ticket spikes crossing thresholds in the pattern window, signaling service instability for that title.',
-      windowType: 'today'
-    }),
-    Object.freeze({
-      key: 'game_backlog',
-      description: 'Detects games accumulating unresolved backlog above threshold, implying triage capacity is lagging for that queue.',
-      windowType: 'today'
-    }),
-    Object.freeze({
-      key: 'game_resolution',
-      description: 'Detects unusual drops in resolution rate for a game, indicating tickets are staying open longer than expected.',
-      windowType: 'week'
-    }),
-    Object.freeze({
-      key: 'game_spike',
-      description: 'Detects abrupt short-window jumps in ticket volume for a game, flagging incidents that may need escalation.',
-      windowType: 'today'
-    }),
-    Object.freeze({
-      key: 'tag_top',
-      description: 'Detects tag frequency leaders above threshold so recurring issue types can be prioritized for fixes or macros.',
-      windowType: 'today'
-    }),
-    Object.freeze({
-      key: 'tag_escalation',
-      description: 'Detects tags with unusually high escalation rates, indicating categories that routinely require higher-tier handling.',
-      windowType: 'week'
-    }),
-    Object.freeze({
-      key: 'untagged_closes',
-      description: 'Detects elevated counts of closed tickets without tags, prompting cleanup to preserve reporting quality.',
-      windowType: 'today'
-    }),
-    Object.freeze({
-      key: 'tag_game_corr',
-      description: 'Detects strong tag-to-game concentration patterns, highlighting issue types tightly linked to specific games.',
-      windowType: 'week'
-    }),
-    Object.freeze({
-      key: 'user_esc',
-      description: 'Detects users whose tickets escalate unusually often, implying complex cases that may need proactive follow-up.',
-      windowType: 'week'
-    }),
-    Object.freeze({
-      key: 'game_esc_rate',
-      description: 'Detects games with escalating ticket-rate thresholds exceeded, signaling deeper technical issues for that title.',
-      windowType: 'week'
-    }),
-    Object.freeze({
-      key: 'staff_no_close',
-      description: 'Detects staff with prolonged periods of claims but few closes, suggesting overloaded ownership or stuck work.',
-      windowType: 'today'
-    }),
-    Object.freeze({
-      key: 'staff_overloaded',
-      description: 'Detects staff carrying ticket loads beyond threshold, indicating balancing or reassignment may be needed.',
-      windowType: 'today'
-    }),
-    Object.freeze({
-      key: 'staff_stale',
-      description: 'Detects staff-owned tickets aging beyond stale limits, prompting review and unblock actions.',
-      windowType: 'today'
-    }),
-    Object.freeze({
-      key: 'staff_transfer_rate',
-      description: 'Detects unusually high transfer/reassignment rates by staff, signaling ownership churn that may hurt throughput.',
-      windowType: 'today'
-    }),
-    Object.freeze({
-      key: 'staff_esc',
-      description: 'Detects staff escalation counts above threshold, highlighting where extra support or training may be needed.',
-      windowType: 'week'
-    }),
-    Object.freeze({
-      key: 'staff_game_esc',
-      description: 'Detects high escalation concentration for specific staff/game combinations, indicating targeted expertise gaps.',
-      windowType: 'week'
-    }),
-    Object.freeze({
-      key: 'game_tag_spike',
-      description: 'Detects sudden spikes of specific tags within a game, flagging focused incident signatures.',
-      windowType: 'today'
-    }),
-    Object.freeze({
-      key: 'overnight_gap',
-      description: 'Detects recurring unattended overnight windows with active demand, suggesting staffing coverage gaps.',
-      windowType: 'week'
-    }),
-    Object.freeze({
-      key: 'staff_always_esc',
-      description: 'Detects staff whose handled tickets escalate at consistently high rates, implying sustained tier-fit issues.',
-      windowType: 'month'
-    })
-  ]),
-
-  unclaimed: Object.freeze([
-    Object.freeze({
-      key: 'unclaimed_reminder',
-      description: 'Reminds all staff notification channels about unclaimed tickets. Thresholds are per-ticket age — each threshold fires once per ticket and resets on escalation.',
-      windowType: null
-    })
-  ]),
-
-  chat: Object.freeze([
-    Object.freeze({
-      key: 'chat_messages',
-      description: 'Fires when pending user message volume in monitored chat channels crosses configured count thresholds without staff replies.',
-      windowType: null
-    }),
-    Object.freeze({
-      key: 'chat_time',
-      description: 'Fires when a monitored chat channel has had no staff response for the given duration with pending user messages. Resets when staff responds.',
-      windowType: null
-    })
-  ])
-});
-
-const ALL_KEYS = Object.freeze([
-  ...REGISTRY.surge.map(e => e.key),
-  ...REGISTRY.patterns.map(e => e.key),
-  ...REGISTRY.unclaimed.map(e => e.key),
-  ...REGISTRY.chat.map(e => e.key)
-]);
-
-const ALL_KEYS_SET = new Set(ALL_KEYS);
-
-/**
- * Throws if any of `keys` is not in the registry. Call at module load from
- * each checker that references registry keys so drift fails fast.
- */
-function assertKeysRegistered(moduleName, keys) {
-  const missing = keys.filter(k => !ALL_KEYS_SET.has(k));
-  if (missing.length > 0) {
-    throw new Error(
-      `[notificationRegistry] ${moduleName} references keys not in REGISTRY: ${missing.join(', ')}`
-    );
-  }
-}
-
-module.exports = { REGISTRY, ALL_KEYS, assertKeysRegistered };
--- a/services/patternChecker.js
+++ b/services/patternChecker.js
@@ -1,587 +0,0 @@
-/**
- * Pattern detection — scheduled checks that analyze ticket trends and post
- * alerts to dedicated Discord channels.
- */
-const { EmbedBuilder } = require('discord.js');
-const { CONFIG, parseThresholdString } = require('../config');
-const { mongoose } = require('../db-connection');
-const { getAll, get, shouldFireThreshold, onWeeklyReset } = require('./patternStore');
-const { enqueueSend } = require('./channelQueue');
-const { assertKeysRegistered } = require('./notificationRegistry');
-const { isEnabled } = require('./notificationEnabled');
-
-// Alert keys this module fires via shouldFire()/standard threshold path.
-// rapid_t2_t3 is intentionally excluded — it uses count-milestone firing below
-// via firedCountMilestones, not the shouldFire() pipeline, so it is not part
-// of the notification registry.
-const PATTERN_ALERT_KEYS = [
-  'user_tickets', 'user_reopen', 'user_crossgame',
-  'game_surge', 'game_backlog', 'game_resolution', 'game_spike',
-  'tag_top', 'tag_escalation', 'untagged_closes', 'tag_game_corr',
-  'user_esc', 'game_esc_rate',
-  'staff_no_close', 'staff_overloaded', 'staff_stale', 'staff_transfer_rate',
-  'staff_esc', 'staff_game_esc',
-  'game_tag_spike', 'overnight_gap', 'staff_always_esc'
-];
-assertKeysRegistered('patternChecker', PATTERN_ALERT_KEYS);
-
-const Ticket = mongoose.model('Ticket');
-
-// rapid_t2_t3 count milestone state (cleared weekly)
-const firedCountMilestones = new Map();
-onWeeklyReset(() => firedCountMilestones.clear());
-
-// --- Helpers ---
-
-function buildEmbed(title, description, color = 0xFFAA00) {
-  return new EmbedBuilder()
-    .setTitle(title)
-    .setDescription(String(description).slice(0, 4000))
-    .setColor(color)
-    .setTimestamp();
-}
-
-async function postPattern(client, channelConfigKey, embed) {
-  const channelId = CONFIG[channelConfigKey];
-  if (!channelId || !client) return;
-  try {
-    const channel = await client.channels.fetch(channelId);
-    if (channel) await enqueueSend(channel, { embeds: [embed] });
-  } catch (_) {}
-}
-
-function getWindowStartMs(windowType) {
-  if (windowType === 'today') {
-    const start = new Date();
-    start.setHours(0, 0, 0, 0);
-    return start.getTime();
-  }
-  if (windowType === 'week') return getThisWeekStart().getTime();
-  if (windowType === 'month') {
-    const start = new Date();
-    start.setDate(1);
-    start.setHours(0, 0, 0, 0);
-    return start.getTime();
-  }
-  return Date.now();
-}
-
-function shouldFire(alertKey, key, windowType) {
-  const rawThresholds = (CONFIG.NOTIFICATION_THRESHOLDS && CONFIG.NOTIFICATION_THRESHOLDS[alertKey]) || [];
-  const thresholds = rawThresholds
-    .map(parseThresholdString)
-    .filter(n => Number.isFinite(n) && n >= 0);
-  if (thresholds.length === 0) return false;
-
-  const ageMs = Date.now() - getWindowStartMs(windowType);
-  return shouldFireThreshold(key, ageMs, thresholds, windowType) !== null;
-}
-
-function getThisWeekStart() {
-  const now = new Date();
-  const day = now.getDay();
-  const diff = day === 0 ? 6 : day - 1;
-  const monday = new Date(now);
-  monday.setDate(now.getDate() - diff);
-  monday.setHours(0, 0, 0, 0);
-  return monday;
-}
-
-// --- Check functions ---
-
-async function checkUserPatterns(client) {
-  // Surge: users with tickets >= threshold today
-  const todayCounts = getAll('user_tickets', 'today');
-  for (const [userId, count] of todayCounts) {
-    if (count >= CONFIG.PATTERN_USER_TICKET_THRESHOLD) {
-      const key = `user_tickets:${userId}:today`;
-      if (isEnabled('user_tickets') && shouldFire('user_tickets', key, 'today')) {
-        postPattern(client, 'USER_PATTERNS_CHANNEL_ID', buildEmbed(
-          'Repeat ticket user',
-          `User \`${userId}\` created ${count} tickets today (threshold: ${CONFIG.PATTERN_USER_TICKET_THRESHOLD}).`,
-          0xFFAA00
-        ));
-      }
-    }
-  }
-
-  // Reopens this week
-  const since = new Date(Date.now() - 7 * 24 * 60 * 60 * 1000);
-  try {
-    const reopens = await Ticket.aggregate([
-      { $match: { reopenedAt: { $gte: since } } },
-      { $group: { _id: '$senderEmail', count: { $sum: 1 } } },
-      { $match: { count: { $gte: 2 } } }
-    ]);
-    for (const r of reopens) {
-      const key = `user_reopen:${r._id}:week`;
-      if (isEnabled('user_reopen') && shouldFire('user_reopen', key, 'week')) {
-        postPattern(client, 'USER_PATTERNS_CHANNEL_ID', buildEmbed(
-          'High reopen rate',
-          `${r._id} reopened tickets ${r.count}x this week`,
-          0xFFAA00
-        ));
-      }
-    }
-  } catch (_) {}
-
-  // Cross-game: users with tickets across 3+ games this week
-  try {
-    const crossGame = await Ticket.aggregate([
-      { $match: { createdAt: { $gte: since }, status: { $ne: 'closed' } } },
-      { $group: { _id: '$senderEmail', games: { $addToSet: '$game' } } },
-      { $match: { 'games.2': { $exists: true } } }
-    ]);
-    for (const c of crossGame) {
-      const key = `user_crossgame:${c._id}:week`;
-      if (isEnabled('user_crossgame') && shouldFire('user_crossgame', key, 'week')) {
-        postPattern(client, 'USER_PATTERNS_CHANNEL_ID', buildEmbed(
-          'Cross-game user',
-          `${c._id} has tickets across ${c.games.length} games: ${c.games.filter(Boolean).join(', ')}`,
-          0x00AAFF
-        ));
-      }
-    }
-  } catch (_) {}
-}
-
-async function checkGamePatterns(client) {
-  // Surge: games with tickets >= threshold today
-  const todayCounts = getAll('game_tickets', 'today');
-  for (const [game, count] of todayCounts) {
-    if (count >= CONFIG.PATTERN_GAME_TICKET_THRESHOLD) {
-      const key = `game_surge:${game}:today`;
-      if (isEnabled('game_surge') && shouldFire('game_surge', key, 'today')) {
-        postPattern(client, 'GAME_PATTERNS_CHANNEL_ID', buildEmbed(
-          'Game ticket surge',
-          `**${game}** has ${count} tickets today (threshold: ${CONFIG.PATTERN_GAME_TICKET_THRESHOLD}).`,
-          0xFF6600
-        ));
-      }
-    }
-  }
-
-  // Backlog: unclaimed tickets older than threshold
-  try {
-    const cutoff = new Date(Date.now() - CONFIG.PATTERN_UNCLAIMED_HOURS * 3600000);
-    const backlog = await Ticket.aggregate([
-      { $match: { status: 'open', claimedBy: null, createdAt: { $lte: cutoff } } },
-      { $group: { _id: '$game', count: { $sum: 1 } } },
-      { $match: { count: { $gte: 3 } } }
-    ]);
-    for (const b of backlog) {
-      const gameName = b._id || 'Unknown';
-      const key = `game_backlog:${gameName}:today`;
-      if (isEnabled('game_backlog') && shouldFire('game_backlog', key, 'today')) {
-        postPattern(client, 'GAME_PATTERNS_CHANNEL_ID', buildEmbed(
-          'Game backlog alert',
-          `**${gameName}** has ${b.count} unclaimed tickets older than ${CONFIG.PATTERN_UNCLAIMED_HOURS}h.`,
-          0xFF0000
-        ));
-      }
-    }
-  } catch (_) {}
-
-  // Resolution time trending: this week vs last week
-  try {
-    const thisWeekStart = getThisWeekStart();
-    const lastWeekStart = new Date(thisWeekStart.getTime() - 7 * 24 * 60 * 60 * 1000);
-    const thisWeek = await Ticket.aggregate([
-      { $match: { status: 'closed', closedAt: { $gte: thisWeekStart }, game: { $ne: null } } },
-      { $group: { _id: '$game', avg: { $avg: { $subtract: ['$closedAt', '$createdAt'] } } } }
-    ]);
-    const lastWeek = await Ticket.aggregate([
-      { $match: { status: 'closed', closedAt: { $gte: lastWeekStart, $lt: thisWeekStart }, game: { $ne: null } } },
-      { $group: { _id: '$game', avg: { $avg: { $subtract: ['$closedAt', '$createdAt'] } } } }
-    ]);
-    const lastWeekMap = new Map(lastWeek.map(l => [l._id, l.avg]));
-    for (const tw of thisWeek) {
-      const lw = lastWeekMap.get(tw._id);
-      if (lw && tw.avg > lw * 1.2) {
-        const key = `game_resolution:${tw._id}:week`;
-        if (isEnabled('game_resolution') && shouldFire('game_resolution', key, 'week')) {
-          const twHrs = (tw.avg / 3600000).toFixed(1);
-          const lwHrs = (lw / 3600000).toFixed(1);
-          postPattern(client, 'GAME_PATTERNS_CHANNEL_ID', buildEmbed(
-            'Resolution time increasing',
-            `**${tw._id}**: ${twHrs}h avg this week vs ${lwHrs}h last week (+${((tw.avg / lw - 1) * 100).toFixed(0)}%).`,
-            0xFFAA00
-          ));
-        }
-      }
-    }
-  } catch (_) {}
-
-  // Spike after silence: games with 0 tickets in last 3 days but 3+ today
-  try {
-    const threeDaysAgo = new Date(Date.now() - 3 * 24 * 60 * 60 * 1000);
-    const todayStart = new Date(); todayStart.setHours(0, 0, 0, 0);
-    const recentByGame = await Ticket.aggregate([
-      { $match: { createdAt: { $gte: threeDaysAgo, $lt: todayStart }, game: { $ne: null } } },
-      { $group: { _id: '$game', count: { $sum: 1 } } }
-    ]);
-    const recentGames = new Set(recentByGame.map(r => r._id));
-    for (const [game, count] of todayCounts) {
-      if (count >= 3 && !recentGames.has(game)) {
-        const key = `game_spike:${game}:today`;
-        if (isEnabled('game_spike') && shouldFire('game_spike', key, 'today')) {
-          postPattern(client, 'GAME_PATTERNS_CHANNEL_ID', buildEmbed(
-            'Possible outage',
-            `**${game}**: ${count} tickets today after 0 in the last 3 days.`,
-            0xFF0000
-          ));
-        }
-      }
-    }
-  } catch (_) {}
-}
-
-async function checkTagPatterns(client) {
-  // Most common tag today
-  const todayTags = getAll('tag_usage', 'today');
-  let topTag = null, topCount = 0;
-  for (const [tag, count] of todayTags) {
-    if (count > topCount) { topTag = tag; topCount = count; }
-  }
-  if (topTag && topCount >= 5) {
-    const key = `tag_top:${topTag}:today`;
-    if (isEnabled('tag_top') && shouldFire('tag_top', key, 'today')) {
-      postPattern(client, 'TAG_PATTERNS_CHANNEL_ID', buildEmbed(
-        'Top issue tag today',
-        `**${topTag}** used ${topCount} times today.`,
-        0x00AAFF
-      ));
-    }
-  }
-
-  // Tag→escalation correlation
-  try {
-    const since = new Date(Date.now() - 7 * 24 * 60 * 60 * 1000);
-    const tagEscalations = await Ticket.aggregate([
-      { $match: { createdAt: { $gte: since }, escalationTier: { $gte: 1 }, ticketTag: { $ne: null } } },
-      { $group: { _id: '$ticketTag', count: { $sum: 1 } } },
-      { $match: { count: { $gte: 3 } } }
-    ]);
-    for (const te of tagEscalations) {
-      const key = `tag_escalation:${te._id}:week`;
-      if (isEnabled('tag_escalation') && shouldFire('tag_escalation', key, 'week')) {
-        postPattern(client, 'TAG_PATTERNS_CHANNEL_ID', buildEmbed(
-          'Tag frequently leads to escalation',
-          `**${te._id}**: ${te.count} escalated tickets this week.`,
-          0xFFAA00
-        ));
-      }
-    }
-  } catch (_) {}
-
-  // Untagged closes
-  const untaggedCount = get('untagged_closes', 'total', 'today');
-  if (untaggedCount >= 5) {
-    const key = 'untagged_closes:today';
-    if (isEnabled('untagged_closes') && shouldFire('untagged_closes', key, 'today')) {
-      postPattern(client, 'TAG_PATTERNS_CHANNEL_ID', buildEmbed(
-        'High untagged close rate',
-        `${untaggedCount} tickets closed today without a tag.`,
-        0xFFAA00
-      ));
-    }
-  }
-
-  // Tag↔game correlation: for each tag this week, check if one game dominates
-  const weekTags = getAll('tag_usage', 'week');
-  for (const [tag] of weekTags) {
-    const tagGameCounts = getAll(`tag_game:${tag}`, 'week');
-    let total = 0, maxGame = null, maxCount = 0;
-    for (const [game, count] of tagGameCounts) {
-      total += count;
-      if (count > maxCount) { maxGame = game; maxCount = count; }
-    }
-    if (total >= 5 && maxGame && maxCount / total > 0.8) {
-      const key = `tag_game_corr:${tag}:${maxGame}:week`;
-      if (isEnabled('tag_game_corr') && shouldFire('tag_game_corr', key, 'week')) {
-        postPattern(client, 'COMBINED_PATTERNS_CHANNEL_ID', buildEmbed(
-          'Auto-tagging opportunity',
-          `**${tag}** is ${Math.round(maxCount / total * 100)}% from **${maxGame}** (${maxCount}/${total} this week).`,
-          0x00AAFF
-        ));
-      }
-    }
-  }
-}
-
-async function checkEscalationPatterns(client) {
-  // User escalation rate
-  const userEscalations = getAll('user_escalations', 'week');
-  for (const [user, count] of userEscalations) {
-    if (count >= CONFIG.PATTERN_ESCALATION_THRESHOLD) {
-      const key = `user_esc:${user}:week`;
-      if (isEnabled('user_esc') && shouldFire('user_esc', key, 'week')) {
-        postPattern(client, 'ESCALATION_PATTERNS_CHANNEL_ID', buildEmbed(
-          'Frequent escalation user',
-          `\`${user}\` has ${count} escalated tickets this week (threshold: ${CONFIG.PATTERN_ESCALATION_THRESHOLD}).`,
-          0xFFAA00
-        ));
-      }
-    }
-  }
-
-  // Game escalation rate vs baseline
-  try {
-    const thisWeekStart = getThisWeekStart();
-    const thisWeek = await Ticket.aggregate([
-      { $match: { escalationTier: { $gte: 1 }, createdAt: { $gte: thisWeekStart } } },
-      { $group: { _id: '$game', count: { $sum: 1 } } }
-    ]);
-    const totalThisWeek = await Ticket.countDocuments({ createdAt: { $gte: thisWeekStart } });
-    for (const tw of thisWeek) {
-      if (!tw._id) continue;
-      const gameTotal = await Ticket.countDocuments({ createdAt: { $gte: thisWeekStart }, game: tw._id });
-      if (gameTotal > 0 && tw.count / gameTotal > 0.5) {
-        const key = `game_esc_rate:${tw._id}:week`;
-        if (isEnabled('game_esc_rate') && shouldFire('game_esc_rate', key, 'week')) {
-          postPattern(client, 'ESCALATION_PATTERNS_CHANNEL_ID', buildEmbed(
-            'High escalation rate for game',
-            `**${tw._id}**: ${tw.count}/${gameTotal} tickets escalated (${Math.round(tw.count / gameTotal * 100)}%) this week.`,
-            0xFF6600
-          ));
-        }
-      }
-    }
-  } catch (_) {}
-
-  // Rapid tier 2→3
-  if (!isEnabled('rapid_t2_t3')) return;
-  try {
-    const since = new Date(Date.now() - 7 * 24 * 60 * 60 * 1000);
-    const rapid = await Ticket.find({
-      escalationTier: 2,
-      escalatedAt: { $gte: since }
-    }).lean();
-    // Count tickets where escalation happened very quickly (approximate: check if tier was changed recently)
-    const rapidCount = rapid.length;
-    if (rapidCount >= 3) {
-      const key = 'rapid_t2_t3:week';
-      const rawThresholds = (CONFIG.NOTIFICATION_THRESHOLDS && CONFIG.NOTIFICATION_THRESHOLDS.rapid_t2_t3) || [];
-      const thresholds = rawThresholds
-        .map(parseThresholdString)
-        .filter(n => Number.isFinite(n) && n >= 0)
-        .sort((a, b) => a - b);
-      const firedSet = firedCountMilestones.get(key) || new Set();
-      let shouldNotify = false;
-      for (const threshold of thresholds) {
-        if (rapidCount >= threshold && !firedSet.has(threshold)) {
-          firedSet.add(threshold);
-          shouldNotify = true;
-          break;
-        }
-      }
-      if (shouldNotify) {
-        firedCountMilestones.set(key, firedSet);
-        postPattern(client, 'ESCALATION_PATTERNS_CHANNEL_ID', buildEmbed(
-          'Rapid tier 3 escalations',
-          `${rapidCount} tickets reached tier 3 this week.`,
-          0xFF0000
-        ));
-      }
-    }
-  } catch (_) {}
-}
-
-async function checkStaffPatterns(client) {
-  // Claims without closes
-  const todayClaims = getAll('staff_claims', 'today');
-  for (const [staffId, claims] of todayClaims) {
-    if (claims >= 3 && get('staff_closes', staffId, 'today') === 0) {
-      const key = `staff_no_close:${staffId}:today`;
-      if (isEnabled('staff_no_close') && shouldFire('staff_no_close', key, 'today')) {
-        postPattern(client, 'STAFF_PATTERNS_CHANNEL_ID', buildEmbed(
-          'Claims without closes',
-          `Staff \`${staffId}\` claimed ${claims} tickets today but closed 0.`,
-          0xFFAA00
-        ));
-      }
-    }
-  }
-
-  // Overloaded: open tickets per claimer
-  try {
-    const overloaded = await Ticket.aggregate([
-      { $match: { status: 'open', claimerId: { $ne: null } } },
-      { $group: { _id: '$claimerId', count: { $sum: 1 } } },
-      { $match: { count: { $gte: 5 } } }
-    ]);
-    for (const o of overloaded) {
-      const key = `staff_overloaded:${o._id}:today`;
-      if (isEnabled('staff_overloaded') && shouldFire('staff_overloaded', key, 'today')) {
-        postPattern(client, 'STAFF_PATTERNS_CHANNEL_ID', buildEmbed(
-          'Staff overloaded',
-          `Staff \`${o._id}\` has ${o.count} open claimed tickets.`,
-          0xFF6600
-        ));
-      }
-    }
-  } catch (_) {}
-
-  // Stale ping threshold
-  const stalePings = getAll('staff_stale_pings', 'today');
-  for (const [staffId, count] of stalePings) {
-    if (count >= CONFIG.PATTERN_STAFF_STALE_PING_THRESHOLD) {
-      const key = `staff_stale:${staffId}:today`;
-      if (isEnabled('staff_stale') && shouldFire('staff_stale', key, 'today')) {
-        postPattern(client, 'STAFF_PATTERNS_CHANNEL_ID', buildEmbed(
-          'Staff stale ping threshold',
-          `Staff \`${staffId}\` received ${count} stale pings today.`,
-          0xFFAA00
-        ));
-      }
-    }
-  }
-
-  // Transfer rate
-  const todayTransfers = getAll('staff_transfers', 'today');
-  for (const [staffId, transfers] of todayTransfers) {
-    const claims = get('staff_claims', staffId, 'today');
-    if (claims > 0 && transfers >= claims) {
-      const key = `staff_transfer_rate:${staffId}:today`;
-      if (isEnabled('staff_transfer_rate') && shouldFire('staff_transfer_rate', key, 'today')) {
-        postPattern(client, 'STAFF_PATTERNS_CHANNEL_ID', buildEmbed(
-          'High transfer rate',
-          `Staff \`${staffId}\` transferred ${transfers}/${claims} claimed tickets today.`,
-          0xFFAA00
-        ));
-      }
-    }
-  }
-
-  // Escalations per staff
-  const weekEscalations = getAll('staff_escalations', 'week');
-  for (const [staffId, count] of weekEscalations) {
-    if (count >= CONFIG.PATTERN_ESCALATION_THRESHOLD) {
-      const key = `staff_esc:${staffId}:week`;
-      if (isEnabled('staff_esc') && shouldFire('staff_esc', key, 'week')) {
-        postPattern(client, 'STAFF_PATTERNS_CHANNEL_ID', buildEmbed(
-          'Staff frequent escalator',
-          `Staff \`${staffId}\` escalated ${count} tickets this week.`,
-          0xFFAA00
-        ));
-      }
-    }
-  }
-}
-
-async function checkCombinedPatterns(client) {
-  // Staff+game escalation correlation
-  const weekEscStaff = getAll('staff_escalations', 'week');
-  for (const [staffId] of weekEscStaff) {
-    const gameEsc = getAll(`staff_game_escalations:${staffId}`, 'week');
-    for (const [game, count] of gameEsc) {
-      if (count >= 3) {
-        const key = `staff_game_esc:${staffId}:${game}:week`;
-        if (isEnabled('staff_game_esc') && shouldFire('staff_game_esc', key, 'week')) {
-          postPattern(client, 'COMBINED_PATTERNS_CHANNEL_ID', buildEmbed(
-            'Staff may need training for this game',
-            `Staff \`${staffId}\` escalated ${count} **${game}** tickets this week.`,
-            0xFFAA00
-          ));
-        }
-      }
-    }
-  }
-
-  // Game+tag spike: specific game+tag combo >= 5 today
-  const todayGames = getAll('game_tickets', 'today');
-  const todayTags = getAll('tag_usage', 'today');
-  for (const [game] of todayGames) {
-    for (const [tag] of todayTags) {
-      const tagGameCount = get(`tag_game:${tag}`, game, 'week');
-      if (tagGameCount >= 5) {
-        const key = `game_tag_spike:${game}:${tag}:today`;
-        if (isEnabled('game_tag_spike') && shouldFire('game_tag_spike', key, 'today')) {
-          postPattern(client, 'COMBINED_PATTERNS_CHANNEL_ID', buildEmbed(
-            'Specific feature of specific game spiking',
-            `**${game}** + **${tag}**: ${tagGameCount} tickets this week.`,
-            0xFF6600
-          ));
-        }
-      }
-    }
-  }
-
-  // Overnight escalation gap: compare 00:00-06:00 vs daytime escalation rates
-  try {
-    const since = new Date(Date.now() - 7 * 24 * 60 * 60 * 1000);
-    const overnight = await Ticket.countDocuments({
-      createdAt: { $gte: since },
-      escalationTier: { $gte: 1 },
-      $expr: { $and: [{ $gte: [{ $hour: '$createdAt' }, 0] }, { $lt: [{ $hour: '$createdAt' }, 6] }] }
-    });
-    const daytime = await Ticket.countDocuments({
-      createdAt: { $gte: since },
-      escalationTier: { $gte: 1 },
-      $expr: { $and: [{ $gte: [{ $hour: '$createdAt' }, 6] }, { $lt: [{ $hour: '$createdAt' }, 24] }] }
-    });
-    const overnightTotal = await Ticket.countDocuments({
-      createdAt: { $gte: since },
-      $expr: { $and: [{ $gte: [{ $hour: '$createdAt' }, 0] }, { $lt: [{ $hour: '$createdAt' }, 6] }] }
-    });
-    const daytimeTotal = await Ticket.countDocuments({
-      createdAt: { $gte: since },
-      $expr: { $and: [{ $gte: [{ $hour: '$createdAt' }, 6] }, { $lt: [{ $hour: '$createdAt' }, 24] }] }
-    });
-    if (overnightTotal > 0 && daytimeTotal > 0) {
-      const overnightRate = overnight / overnightTotal;
-      const daytimeRate = daytime / daytimeTotal;
-      if (overnightRate > daytimeRate * 2 && overnight >= 3) {
-        const key = 'overnight_gap:week';
-        if (isEnabled('overnight_gap') && shouldFire('overnight_gap', key, 'week')) {
-          postPattern(client, 'COMBINED_PATTERNS_CHANNEL_ID', buildEmbed(
-            'Overnight coverage gap',
-            `Overnight escalation rate: ${Math.round(overnightRate * 100)}% vs daytime ${Math.round(daytimeRate * 100)}%.`,
-            0xFF0000
-          ));
-        }
-      }
-    }
-  } catch (_) {}
-
-  // Staff never resolves game X without escalating
-  try {
-    const monthStart = new Date();
-    monthStart.setDate(1);
-    monthStart.setHours(0, 0, 0, 0);
-    const staffGameStats = await Ticket.aggregate([
-      { $match: { claimerId: { $ne: null }, game: { $ne: null }, createdAt: { $gte: monthStart } } },
-      { $group: {
-        _id: { staff: '$claimerId', game: '$game' },
-        total: { $sum: 1 },
-        escalated: { $sum: { $cond: [{ $gte: ['$escalationTier', 1] }, 1, 0] } }
-      }},
-      { $match: { total: { $gte: 3 } } }
-    ]);
-    for (const s of staffGameStats) {
-      if (s.escalated / s.total >= 0.9) {
-        const key = `staff_always_esc:${s._id.staff}:${s._id.game}:month`;
-        if (isEnabled('staff_always_esc') && shouldFire('staff_always_esc', key, 'month')) {
-          postPattern(client, 'COMBINED_PATTERNS_CHANNEL_ID', buildEmbed(
-            'Staff always escalates this game',
-            `Staff \`${s._id.staff}\` escalated ${s.escalated}/${s.total} **${s._id.game}** tickets this month.`,
-            0xFF6600
-          ));
-        }
-      }
-    }
-  } catch (_) {}
-}
-
-// --- Main entry point ---
-
-async function runPatternChecks(client) {
-  try { await checkUserPatterns(client); } catch (e) { console.error('checkUserPatterns:', e); }
-  try { await checkGamePatterns(client); } catch (e) { console.error('checkGamePatterns:', e); }
-  try { await checkTagPatterns(client); } catch (e) { console.error('checkTagPatterns:', e); }
-  try { await checkEscalationPatterns(client); } catch (e) { console.error('checkEscalationPatterns:', e); }
-  try { await checkStaffPatterns(client); } catch (e) { console.error('checkStaffPatterns:', e); }
-  try { await checkCombinedPatterns(client); } catch (e) { console.error('checkCombinedPatterns:', e); }
-}
-
-module.exports = { runPatternChecks };
--- a/services/patternStore.js
+++ b/services/patternStore.js
@@ -1,286 +0,0 @@
-/**
- * In-memory counter store with TTL windows for pattern detection.
- * Windows: 'today' resets at midnight, 'week' resets Monday 00:00, 'month' resets 1st 00:00.
- */
-
-// store[window][namespace][key] = count
-const store = {
-  today: new Map(),
-  week: new Map(),
-  month: new Map()
-};
-
-function getNamespaceMap(window, namespace) {
-  const windowMap = store[window];
-  if (!windowMap) return null;
-  if (!windowMap.has(namespace)) windowMap.set(namespace, new Map());
-  return windowMap.get(namespace);
-}
-
-function increment(namespace, key, window) {
-  const map = getNamespaceMap(window, namespace);
-  if (!map) return;
-  map.set(key, (map.get(key) || 0) + 1);
-}
-
-function get(namespace, key, window) {
-  const map = getNamespaceMap(window, namespace);
-  if (!map) return 0;
-  return map.get(key) || 0;
-}
-
-function reset(namespace, window) {
-  const windowMap = store[window];
-  if (!windowMap) return;
-  windowMap.delete(namespace);
-}
-
-function getAll(namespace, window) {
-  const map = getNamespaceMap(window, namespace);
-  if (!map) return new Map();
-  return new Map(map);
-}
-
-// --- Scheduled resets ---
-
-function msUntilNextMidnight() {
-  const now = new Date();
-  const next = new Date(now);
-  next.setHours(24, 0, 0, 0);
-  return next.getTime() - now.getTime();
-}
-
-function msUntilNextMonday() {
-  const now = new Date();
-  const day = now.getDay(); // 0=Sun
-  const daysUntilMonday = day === 0 ? 1 : (8 - day);
-  const next = new Date(now);
-  next.setDate(now.getDate() + daysUntilMonday);
-  next.setHours(0, 0, 0, 0);
-  return next.getTime() - now.getTime();
-}
-
-function msUntilNextMonth() {
-  const now = new Date();
-  const next = new Date(now.getFullYear(), now.getMonth() + 1, 1, 0, 0, 0, 0);
-  return next.getTime() - now.getTime();
-}
-
-// Callbacks to run on daily reset (e.g. clear firedToday in patternChecker)
-const dailyResetCallbacks = [];
-const weeklyResetCallbacks = [];
-
-function onDailyReset(fn) {
-  dailyResetCallbacks.push(fn);
-}
-
-function onWeeklyReset(fn) {
-  weeklyResetCallbacks.push(fn);
-}
-
-// --- Threshold firing state ---
-// key -> Set<thresholdMs> that have fired within the key's window.
-const firedThresholds = new Map();
-// key -> window type used for threshold clearing ("today" | "week" | "month")
-const firedThresholdWindows = new Map();
-// key -> last-seen timestamp; drives periodic sweep for keys that outlive their window reset.
-const firedThresholdLastSeen = new Map();
-
-function clearFiredThresholdsForWindow(windowType) {
-  for (const [key, mappedWindowType] of firedThresholdWindows.entries()) {
-    if (mappedWindowType === windowType) {
-      firedThresholds.delete(key);
-      firedThresholdWindows.delete(key);
-      firedThresholdLastSeen.delete(key);
-    }
-  }
-}
-
-function shouldFireThreshold(key, ageMs, thresholdsMs, windowType) {
-  if (!Array.isArray(thresholdsMs) || thresholdsMs.length === 0) return null;
-  if (!['today', 'week', 'month'].includes(windowType)) return null;
-
-  firedThresholdWindows.set(key, windowType);
-  firedThresholdLastSeen.set(key, Date.now());
-
-  const firedForKey = firedThresholds.get(key) || new Set();
-  const sortedThresholds = [...thresholdsMs].sort((a, b) => a - b);
-
-  let highestUnfiredCrossed = null;
-  for (const thresholdMs of sortedThresholds) {
-    if (ageMs >= thresholdMs && !firedForKey.has(thresholdMs)) {
-      highestUnfiredCrossed = thresholdMs;
-    }
-  }
-
-  if (highestUnfiredCrossed === null) return null;
-
-  firedForKey.add(highestUnfiredCrossed);
-  firedThresholds.set(key, firedForKey);
-  return highestUnfiredCrossed;
-}
-
-// --- Escalating cooldown state ---
-// key -> { startedAtMs, lastFireAtMs, fireCount }
-const escalatingCooldowns = new Map();
-
-function shouldFireCooldownEscalating(key, thresholdsMs) {
-  if (!Array.isArray(thresholdsMs) || thresholdsMs.length === 0) return null;
-
-  const sortedThresholds = [...thresholdsMs].sort((a, b) => a - b);
-  const now = Date.now();
-  let state = escalatingCooldowns.get(key);
-
-  if (!state) {
-    state = { startedAtMs: now, lastFireAtMs: null, fireCount: 0, lastUsed: now };
-    escalatingCooldowns.set(key, state);
-  }
-  state.lastUsed = now;
-
-  const nextThreshold = sortedThresholds[state.fireCount];
-  if (typeof nextThreshold !== 'number') return null;
-
-  const referenceMs = state.fireCount === 0 ? state.startedAtMs : state.lastFireAtMs;
-  if ((now - referenceMs) < nextThreshold) return null;
-
-  state.fireCount += 1;
-  state.lastFireAtMs = now;
-  return nextThreshold;
-}
-
-function clearEscalating(key) {
-  escalatingCooldowns.delete(key);
-}
-
-const SWEEP_TTL_MS = 48 * 60 * 60 * 1000;
-const SWEEP_INTERVAL_MS = 6 * 60 * 60 * 1000;
-
-function cleanupStaleEscalatingCooldowns(now = Date.now()) {
-  const cutoff = now - SWEEP_TTL_MS;
-  for (const [key, state] of escalatingCooldowns.entries()) {
-    const lastUsed = state.lastUsed || state.lastFireAtMs || state.startedAtMs || 0;
-    if (lastUsed < cutoff) escalatingCooldowns.delete(key);
-  }
-}
-
-// Sweep every per-Map timestamp-bearing entry older than SWEEP_TTL_MS.
-// firedThresholds/firedThresholdWindows are cleared by windowType-resets;
-// this sweep covers keys whose window never resets under load.
-function sweepPatternStore(now = Date.now()) {
-  const cutoff = now - SWEEP_TTL_MS;
-  for (const [key, ts] of cooldowns.entries()) {
-    if (ts < cutoff) cooldowns.delete(key);
-  }
-  for (const [key, ts] of staffLastSeen.entries()) {
-    if (ts < cutoff) staffLastSeen.delete(key);
-  }
-  cleanupStaleEscalatingCooldowns(now);
-  for (const [key, ts] of firedThresholdLastSeen.entries()) {
-    if (ts < cutoff) {
-      firedThresholds.delete(key);
-      firedThresholdWindows.delete(key);
-      firedThresholdLastSeen.delete(key);
-    }
-  }
-}
-
-/**
- * Register the module's sweep on the given trackInterval function.
- * Called once from the ready handler. Interval is unref'd so it never
- * blocks shutdown; trackInterval ensures handleShutdown clears it.
- */
-function startSweeps(trackInterval) {
-  const handle = setInterval(() => sweepPatternStore(), SWEEP_INTERVAL_MS);
-  if (typeof handle.unref === 'function') handle.unref();
-  if (typeof trackInterval === 'function') trackInterval(handle);
-  return handle;
-}
-
-function scheduleDailyReset() {
-  setTimeout(() => {
-    store.today = new Map();
-    clearFiredThresholdsForWindow('today');
-    for (const fn of dailyResetCallbacks) {
-      try { fn(); } catch (_) {}
-    }
-    scheduleDailyReset();
-  }, msUntilNextMidnight());
-}
-
-function scheduleWeeklyReset() {
-  setTimeout(() => {
-    store.week = new Map();
-    clearFiredThresholdsForWindow('week');
-    for (const fn of weeklyResetCallbacks) {
-      try { fn(); } catch (_) {}
-    }
-    scheduleWeeklyReset();
-  }, msUntilNextMonday());
-}
-
-function scheduleMonthlyReset() {
-  setTimeout(() => {
-    store.month = new Map();
-    clearFiredThresholdsForWindow('month');
-    scheduleMonthlyReset();
-  }, msUntilNextMonth());
-}
-
-function scheduleResets() {
-  scheduleDailyReset();
-  scheduleWeeklyReset();
-  scheduleMonthlyReset();
-}
-
-// --- Cooldown store ---
-const cooldowns = new Map();
-
-function setCooldown(key) {
-  cooldowns.set(key, Date.now());
-}
-
-function isOnCooldown(key, cooldownMinutes) {
-  const last = cooldowns.get(key);
-  if (!last) return false;
-  return (Date.now() - last) < cooldownMinutes * 60 * 1000;
-}
-
-// --- Staff last-seen tracker (fallback for missing presence intent) ---
-const staffLastSeen = new Map();
-
-function updateStaffLastSeen(staffId) {
-  staffLastSeen.set(staffId, Date.now());
-}
-
-function getStaffLastSeen(staffId) {
-  return staffLastSeen.get(staffId) || null;
-}
-
-function isStaffRecentlyActive(staffId, withinMinutes = 60) {
-  const last = staffLastSeen.get(staffId);
-  if (!last) return false;
-  return (Date.now() - last) < withinMinutes * 60 * 1000;
-}
-
-module.exports = {
-  increment,
-  get,
-  reset,
-  getAll,
-  scheduleResets,
-  onDailyReset,
-  onWeeklyReset,
-  firedThresholds,
-  shouldFireThreshold,
-  shouldFireCooldownEscalating,
-  clearEscalating,
-  setCooldown,
-  isOnCooldown,
-  updateStaffLastSeen,
-  getStaffLastSeen,
-  isStaffRecentlyActive,
-  startSweeps,
-  sweepPatternStore,
-  // test-only exports
-  _internals: { cooldowns, staffLastSeen, escalatingCooldowns, firedThresholds, firedThresholdWindows, firedThresholdLastSeen, SWEEP_TTL_MS }
-};
--- a/services/staffChannel.js
+++ b/services/staffChannel.js
@@ -1,89 +0,0 @@
-const { CONFIG } = require('../config');
-const { enqueueSend } = require('./channelQueue');
-
-/**
- * Create a staff tracking channel for a ticket.
- * Returns the created channel or null if no staff category configured.
- */
-async function createStaffChannel(guild, ticket, claimerId, channelName) {
-  const categoryId = CONFIG.STAFF_CATEGORIES.get(claimerId);
-  if (!categoryId) return null;
-
-  try {
-    const { ChannelType } = require('discord.js');
-    const staffChan = await guild.channels.create({
-      name: channelName,
-      type: ChannelType.GuildText,
-      parent: categoryId
-    });
-
-    // Build pinned embed with ticket info + jump link to original ticket channel
-    const { EmbedBuilder } = require('discord.js');
-    const originalChannel = await guild.channels.fetch(ticket.discordThreadId).catch(() => null);
-    const jumpLink = originalChannel ? `https://discord.com/channels/${guild.id}/${ticket.discordThreadId}` : null;
-
-    const embed = new EmbedBuilder()
-      .setTitle(`🎫 Ticket #${ticket.ticketNumber}`)
-      .setColor(0x5865f2)
-      .addFields(
-        { name: 'Customer', value: ticket.senderEmail || 'Unknown', inline: true },
-        { name: 'Game', value: ticket.game || 'Not detected', inline: true },
-        { name: 'Subject', value: ticket.subject || 'No subject', inline: false },
-        { name: 'Original Ticket', value: jumpLink ? `[Jump to ticket](${jumpLink})` : 'Unknown', inline: false }
-      )
-      .setFooter({ text: `Claimed by ${ticket.claimedBy || 'Unknown'}` })
-      .setTimestamp();
-
-    const pinMsg = await enqueueSend(staffChan, { embeds: [embed] });
-    await pinMsg.pin().catch(() => {});
-
-    return staffChan;
-  } catch (e) {
-    console.error('Failed to create staff channel:', e);
-    return null;
-  }
-}
-
-/**
- * Ping the staff channel with a customer reply, including jump link and message copy.
- */
-async function pingStaffChannel(staffChannel, claimerId, originalMessage) {
-  if (!staffChannel) return;
-  try {
-    const jumpLink = `https://discord.com/channels/${originalMessage.guild.id}/${originalMessage.channel.id}/${originalMessage.id}`;
-    await enqueueSend(staffChannel,
-      `<@${claimerId}> Customer replied in ticket:\n> ${originalMessage.content.slice(0, 500)}\n[Jump to message](${jumpLink})`
-    );
-  } catch (e) {
-    console.error('Failed to ping staff channel:', e);
-  }
-}
-
-/**
- * Move staff channel to a different category.
- */
-async function moveStaffChannel(staffChannel, categoryId) {
-  if (!staffChannel || !categoryId) return;
-  try {
-    const { enqueueMove } = require('./channelQueue');
-    await enqueueMove(staffChannel, categoryId);
-  } catch (e) {
-    console.error('Failed to move staff channel:', e);
-  }
-}
-
-/**
- * Delete the staff tracking channel.
- */
-async function deleteStaffChannel(guild, staffChannelId) {
-  if (!staffChannelId) return;
-  try {
-    const chan = await guild.channels.fetch(staffChannelId).catch(() => null);
-    // TODO(queue-migrate): raw channel.delete bypasses channelQueue (enqueueDelete) — if a staff-channel send is in-flight, this can race it.
-    if (chan) await chan.delete();
-  } catch (e) {
-    console.error('Failed to delete staff channel:', e);
-  }
-}
-
-module.exports = { createStaffChannel, pingStaffChannel, moveStaffChannel, deleteStaffChannel };
--- a/services/staffNotifications.js
+++ b/services/staffNotifications.js
@@ -1,149 +0,0 @@
-/**
- * Staff notification service – reply alerts and unclaimed ticket reminders.
- *
- * notifyStaffOfReply: posts in the claimer's notification channel when a
- * non-staff user replies, respecting a per-staff cooldown.
- *
- * notifyAllStaffUnclaimed: background job that checks unclaimed tickets
- * against configurable hour thresholds and posts one alert per threshold
- * per ticket (highest newly-crossed threshold only).
- */
-const { mongoose } = require('../db-connection');
-const { CONFIG, parseThresholdString } = require('../config');
-const { increment } = require('./patternStore');
-const { enqueueSend } = require('./channelQueue');
-const { assertKeysRegistered } = require('./notificationRegistry');
-const { isEnabled } = require('./notificationEnabled');
-
-// Alert key this module drives. Registered to fail fast on drift.
-const UNCLAIMED_ALERT_KEYS = ['unclaimed_reminder'];
-assertKeysRegistered('staffNotifications', UNCLAIMED_ALERT_KEYS);
-
-const Ticket = mongoose.model('Ticket');
-const StaffNotification = mongoose.model('StaffNotification');
-
-// In-memory cooldown map: `${userId}:${ticketId}` -> last notified timestamp
-const replyCooldowns = new Map();
-
-const REPLY_COOLDOWN_SWEEP_TTL_MS = 48 * 60 * 60 * 1000;
-const REPLY_COOLDOWN_SWEEP_INTERVAL_MS = 6 * 60 * 60 * 1000;
-
-function sweepReplyCooldowns(now = Date.now()) {
-  const cutoff = now - REPLY_COOLDOWN_SWEEP_TTL_MS;
-  for (const [key, ts] of replyCooldowns.entries()) {
-    if (ts < cutoff) replyCooldowns.delete(key);
-  }
-}
-
-function startSweeps(trackInterval) {
-  const handle = setInterval(() => sweepReplyCooldowns(), REPLY_COOLDOWN_SWEEP_INTERVAL_MS);
-  if (typeof handle.unref === 'function') handle.unref();
-  if (typeof trackInterval === 'function') trackInterval(handle);
-  return handle;
-}
-
-/**
- * Notify the claiming staff member when a non-staff user replies.
- * Respects the staff member's cooldownHours setting (default 1h).
- * Posts in their notification channel if one exists.
- */
-async function notifyStaffOfReply(guild, ticket, message) {
-  if (!ticket.claimerId) return;
-
-  const staffRecord = await StaffNotification.findOne({ userId: ticket.claimerId }).lean();
-  if (!staffRecord?.channelId) return;
-
-  const cooldownMs = (staffRecord.cooldownHours || 1) * 60 * 60 * 1000;
-  const cooldownKey = `${ticket.claimerId}:${ticket.gmailThreadId}`;
-  const lastNotified = replyCooldowns.get(cooldownKey) || 0;
-  if (Date.now() - lastNotified < cooldownMs) return;
-
-  const notifChannel = await guild.channels.fetch(staffRecord.channelId).catch(() => null);
-  if (!notifChannel) return;
-
-  const jumpLink = `https://discord.com/channels/${guild.id}/${message.channel.id}/${message.id}`;
-  const snippet = message.content?.slice(0, 300) || '(no text)';
-  await enqueueSend(
-    notifChannel,
-    `New reply in **${message.channel.name}** from ${message.author.tag}:\n> ${snippet}\n[Jump to message](${jumpLink})`
-  );
-
-  replyCooldowns.set(cooldownKey, Date.now());
-}
-
-/**
- * Background job: check all open unclaimed tickets against hour thresholds.
- * For each ticket, find the highest threshold that has been crossed but not
- * yet recorded. Post one notification per ticket per run (the highest new
- * threshold) into every staff notification channel.
- */
-async function notifyAllStaffUnclaimed(client) {
-  if (!isEnabled('unclaimed_reminder')) return;
-  const rawThresholds = (CONFIG.NOTIFICATION_THRESHOLDS && CONFIG.NOTIFICATION_THRESHOLDS.unclaimed_reminder) || [];
-  const thresholds = rawThresholds
-    .map(parseThresholdString)
-    .filter(n => Number.isFinite(n) && n >= 0)
-    .map(ms => ms / (60 * 60 * 1000));
-  if (thresholds.length === 0) return;
-
-  const sorted = [...thresholds].sort((a, b) => a - b);
-  const now = Date.now();
-
-  // Bounded per-tick: oldest-first, capped at 500. A backlog larger than 500
-  // gets drained in subsequent 30-minute ticks rather than one long run.
-  const unclaimedTickets = await Ticket.find({
-    status: 'open',
-    claimedBy: null,
-    createdAt: { $ne: null }
-  }).sort({ createdAt: 1 }).limit(500).lean();
-
-  if (unclaimedTickets.length === 0) return;
-
-  const staffRecords = await StaffNotification.find({ channelId: { $ne: null } }).lean();
-  if (staffRecords.length === 0) return;
-
-  const guild = CONFIG.DISCORD_GUILD_ID
-    ? client.guilds.cache.get(CONFIG.DISCORD_GUILD_ID)
-    : client.guilds.cache.first();
-  if (!guild) return;
-
-  for (const ticket of unclaimedTickets) {
-    const ageMs = now - new Date(ticket.createdAt).getTime();
-    const ageHours = ageMs / (60 * 60 * 1000);
-    const alreadySent = ticket.unclaimedRemindersSent || [];
-
-    // Find thresholds crossed but not yet sent
-    const crossedNew = sorted.filter(t => ageHours >= t && !alreadySent.includes(t));
-    if (crossedNew.length === 0) continue;
-
-    // Only send the highest newly-crossed threshold
-    const highest = crossedNew[crossedNew.length - 1];
-
-    const channelName = ticket.discordThreadId
-      ? `<#${ticket.discordThreadId}>`
-      : `ticket #${ticket.ticketNumber}`;
-    const alertMsg = `[${highest}h+ unclaimed] ${channelName}`;
-
-    for (const rec of staffRecords) {
-      const chan = await guild.channels.fetch(rec.channelId).catch(() => null);
-      if (chan) {
-        await enqueueSend(chan, alertMsg).catch(e => console.error('Unclaimed notify send:', e));
-        increment('staff_stale_pings', rec.userId, 'today');
-        increment('staff_stale_pings', rec.userId, 'week');
-      }
-    }
-
-    await Ticket.updateOne(
-      { gmailThreadId: ticket.gmailThreadId },
-      { $addToSet: { unclaimedRemindersSent: highest } }
-    );
-  }
-}
-
-module.exports = {
-  notifyStaffOfReply,
-  notifyAllStaffUnclaimed,
-  startSweeps,
-  sweepReplyCooldowns,
-  _internals: { replyCooldowns, REPLY_COOLDOWN_SWEEP_TTL_MS }
-};
--- a/services/staffPresence.js
+++ b/services/staffPresence.js
@@ -1,48 +0,0 @@
-/**
- * Staff presence detection — checks Discord presence status for staff members.
- * Requires GuildPresences intent enabled in Discord Developer Portal.
- */
-const { CONFIG } = require('../config');
-
-/**
- * Get categorized availability of all configured staff members.
- * @param {import('discord.js').Guild} guild
- * @returns {{ online: string[], dnd: string[], offline: string[], unknown: string[] }}
- */
-function getStaffAvailability(guild) {
-  const results = {
-    online: [],
-    dnd: [],
-    offline: [],
-    unknown: []
-  };
-
-  for (const staffId of CONFIG.STAFF_IDS) {
-    const member = guild.members.cache.get(staffId);
-    if (!member) { results.offline.push(staffId); continue; }
-
-    const status = member.presence?.status;
-    if (!status) { results.unknown.push(staffId); continue; }
-
-    if (status === 'online' || status === 'idle') results.online.push(staffId);
-    else if (status === 'dnd') results.dnd.push(staffId);
-    else results.offline.push(staffId);
-  }
-
-  return results;
-}
-
-/**
- * Check if any staff member is currently available.
- * @param {import('discord.js').Guild} guild
- * @returns {{ available: boolean|null, source: string }}
- */
-function isAnyStaffAvailable(guild) {
-  const { online, dnd, unknown } = getStaffAvailability(guild);
-  if (online.length > 0) return { available: true, source: 'presence' };
-  if (CONFIG.STAFF_DND_COUNTS_AS_AVAILABLE && dnd.length > 0) return { available: true, source: 'presence_dnd' };
-  if (unknown.length === CONFIG.STAFF_IDS.length) return { available: null, source: 'unknown' };
-  return { available: false, source: 'presence' };
-}
-
-module.exports = { getStaffAvailability, isAnyStaffAvailable };
--- a/services/surgeChecker.js
+++ b/services/surgeChecker.js
@@ -1,260 +0,0 @@
-/**
- * Surge detection — checks for critical ticket volume/staffing conditions
- * and pings ALL_STAFF_CHANNEL_ID with role mention.
- */
-const { EmbedBuilder } = require('discord.js');
-const { CONFIG, parseThresholdString } = require('../config');
-const { mongoose } = require('../db-connection');
-const { shouldFireCooldownEscalating, clearEscalating, isStaffRecentlyActive } = require('./patternStore');
-const { getStaffAvailability, isAnyStaffAvailable } = require('./staffPresence');
-const { enqueueSend } = require('./channelQueue');
-const { assertKeysRegistered } = require('./notificationRegistry');
-const { isEnabled } = require('./notificationEnabled');
-
-// Alert keys this module drives. Asserted against the registry at load so any
-// future drift (rename, typo, unregistered key) fails fast rather than
-// silently breaking the settings-site config editor.
-const SURGE_ALERT_KEYS = [
-  'surge_tickets',
-  'surge_game',
-  'surge_stale',
-  'surge_needs_response',
-  'surge_unclaimed',
-  'surge_tier3_unclaimed',
-  'surge_no_staff'
-];
-assertKeysRegistered('surgeChecker', SURGE_ALERT_KEYS);
-
-const Ticket = mongoose.model('Ticket');
-
-function getThresholdsMs(alertKey) {
-  const rawThresholds = (CONFIG.NOTIFICATION_THRESHOLDS && CONFIG.NOTIFICATION_THRESHOLDS[alertKey]) || [];
-  return rawThresholds
-    .map(parseThresholdString)
-    .filter(n => Number.isFinite(n) && n >= 0)
-    .sort((a, b) => a - b);
-}
-
-async function pingStaff(client, message, embedFields) {
-  const channelId = CONFIG.ALL_STAFF_CHANNEL_ID;
-  if (!channelId || !client) return;
-  try {
-    const channel = await client.channels.fetch(channelId);
-    if (!channel) return;
-    const embed = new EmbedBuilder()
-      .setTitle('Staff Alert')
-      .setDescription(message)
-      .setColor(0xFF4400)
-      .setTimestamp();
-    if (embedFields.length > 0) {
-      embed.addFields(embedFields.map(f => ({
-        name: f.name,
-        value: String(f.value).slice(0, 1024),
-        inline: f.inline ?? true
-      })));
-    }
-    const content = CONFIG.SURGE_ROLE_ID ? `<@&${CONFIG.SURGE_ROLE_ID}>` : undefined;
-    await enqueueSend(channel, { content, embeds: [embed] });
-  } catch (_) {}
-}
-
-async function checkTicketSurge(client) {
-  if (!isEnabled('surge_tickets')) return;
-  const key = 'surge:tickets';
-  const since = new Date(Date.now() - CONFIG.SURGE_TICKET_WINDOW_MINUTES * 60000);
-  const count = await Ticket.countDocuments({ createdAt: { $gte: since } });
-  if (count >= CONFIG.SURGE_TICKET_COUNT) {
-    const thresholdMs = shouldFireCooldownEscalating(key, getThresholdsMs('surge_tickets'));
-    if (thresholdMs !== null) {
-      await pingStaff(client,
-        `${count} tickets created in the past ${CONFIG.SURGE_TICKET_WINDOW_MINUTES} minutes.`,
-        [{ name: 'Action needed', value: 'Check open tickets and claim.', inline: false }]
-      );
-    }
-  } else {
-    clearEscalating(key);
-  }
-}
-
-async function checkGameSurge(client) {
-  if (!isEnabled('surge_game')) return;
-  const key = 'surge:game';
-  const since = new Date(Date.now() - CONFIG.SURGE_GAME_TICKET_WINDOW_MINUTES * 60000);
-  const gameCounts = await Ticket.aggregate([
-    { $match: { createdAt: { $gte: since }, game: { $ne: null } } },
-    { $group: { _id: '$game', count: { $sum: 1 } } },
-    { $match: { count: { $gte: CONFIG.SURGE_GAME_TICKET_COUNT } } },
-    { $sort: { count: -1 } }
-  ]);
-  if (gameCounts.length > 0) {
-    const thresholdMs = shouldFireCooldownEscalating(key, getThresholdsMs('surge_game'));
-    if (thresholdMs !== null) {
-      const fields = gameCounts.map(g => ({
-        name: g._id,
-        value: `${g.count} tickets in ${CONFIG.SURGE_GAME_TICKET_WINDOW_MINUTES} min`,
-        inline: true
-      }));
-      await pingStaff(client, 'Game ticket surge detected.', fields);
-    }
-  } else {
-    clearEscalating(key);
-  }
-}
-
-async function checkStaleSurge(client) {
-  if (!isEnabled('surge_stale')) return;
-  const key = 'surge:stale';
-  const cutoff = new Date(Date.now() - CONFIG.SURGE_STALE_HOURS * 3600000);
-  const count = await Ticket.countDocuments({
-    status: 'open',
-    lastActivity: { $lte: cutoff, $ne: null }
-  });
-  if (count >= CONFIG.SURGE_STALE_COUNT) {
-    const thresholdMs = shouldFireCooldownEscalating(key, getThresholdsMs('surge_stale'));
-    if (thresholdMs !== null) {
-      await pingStaff(client,
-        `${count} tickets have had no activity in the past ${CONFIG.SURGE_STALE_HOURS} hours.`,
-        [{ name: 'Action needed', value: 'Review and respond to stale tickets.', inline: false }]
-      );
-    }
-  } else {
-    clearEscalating(key);
-  }
-}
-
-async function checkNeedsResponseSurge(client) {
-  if (!isEnabled('surge_needs_response')) return;
-  const key = 'surge:needs_response';
-  const cutoff = new Date(Date.now() - CONFIG.SURGE_NEEDS_RESPONSE_HOURS * 3600000);
-  const count = await Ticket.countDocuments({
-    status: 'open',
-    lastMessageAuthorIsStaff: false,
-    lastActivity: { $lte: cutoff, $ne: null }
-  });
-  if (count >= CONFIG.SURGE_NEEDS_RESPONSE_COUNT) {
-    const thresholdMs = shouldFireCooldownEscalating(key, getThresholdsMs('surge_needs_response'));
-    if (thresholdMs !== null) {
-      await pingStaff(client,
-        `${count} tickets are waiting on a staff response for over ${CONFIG.SURGE_NEEDS_RESPONSE_HOURS} hour(s).`,
-        []
-      );
-    }
-  } else {
-    clearEscalating(key);
-  }
-}
-
-async function checkUnclaimedSurge(client) {
-  if (!isEnabled('surge_unclaimed')) return;
-  const key = 'surge:unclaimed';
-  const cutoff = new Date(Date.now() - CONFIG.SURGE_UNCLAIMED_MINUTES * 60000);
-  const count = await Ticket.countDocuments({
-    status: 'open',
-    claimedBy: null,
-    createdAt: { $lte: cutoff, $ne: null }
-  });
-  if (count >= CONFIG.SURGE_UNCLAIMED_COUNT) {
-    const thresholdMs = shouldFireCooldownEscalating(key, getThresholdsMs('surge_unclaimed'));
-    if (thresholdMs !== null) {
-      await pingStaff(client,
-        `${count} tickets have been unclaimed for over ${CONFIG.SURGE_UNCLAIMED_MINUTES} minutes.`,
-        []
-      );
-    }
-  } else {
-    clearEscalating(key);
-  }
-}
-
-async function checkTier3UnclaimedSurge(client) {
-  if (!isEnabled('surge_tier3_unclaimed')) return;
-  const key = 'surge:tier3_unclaimed';
-  const cutoff = new Date(Date.now() - CONFIG.SURGE_TIER3_UNCLAIMED_MINUTES * 60000);
-  const tickets = await Ticket.find({
-    status: 'open',
-    escalationTier: 2,
-    claimedBy: null,
-    createdAt: { $lte: cutoff, $ne: null }
-  }).lean();
-  if (tickets.length > 0) {
-    const thresholdMs = shouldFireCooldownEscalating(key, getThresholdsMs('surge_tier3_unclaimed'));
-    if (thresholdMs !== null) {
-      await pingStaff(client,
-        `${tickets.length} Tier 3 ticket(s) unclaimed for over ${CONFIG.SURGE_TIER3_UNCLAIMED_MINUTES} minutes.`,
-        tickets.map(t => ({ name: t.subject || 'No subject', value: `<#${t.discordThreadId}>`, inline: true }))
-      );
-    }
-  } else {
-    clearEscalating(key);
-  }
-}
-
-async function checkZeroStaffSurge(client) {
-  if (!isEnabled('surge_no_staff')) return;
-  const key = 'surge:no_staff';
-  if (!CONFIG.STAFF_IDS.length) {
-    clearEscalating(key);
-    return;
-  }
-
-  const openCount = await Ticket.countDocuments({ status: 'open' });
-  if (openCount < CONFIG.SURGE_NO_STAFF_OPEN_TICKET_THRESHOLD) {
-    clearEscalating(key);
-    return;
-  }
-
-  const guild = client.guilds.cache.get(CONFIG.DISCORD_GUILD_ID);
-  if (!guild) {
-    clearEscalating(key);
-    return;
-  }
-
-  const { available, source } = isAnyStaffAvailable(guild);
-
-  let noStaff = false;
-  let detailLine = '';
-  const { online, dnd, offline } = getStaffAvailability(guild);
-
-  if (source === 'unknown') {
-    const recentlyActive = CONFIG.STAFF_IDS.filter(id => isStaffRecentlyActive(id, 60));
-    if (recentlyActive.length === 0) {
-      noStaff = true;
-      detailLine = 'No staff active in the last 60 minutes (presence intent unavailable, using message activity fallback).';
-    }
-  } else if (!available) {
-    noStaff = true;
-    const dndNote = dnd.length > 0 ? ` (${dnd.length} on DND)` : '';
-    detailLine = `${offline.length} staff offline/invisible${dndNote}. ${online.length} online.`;
-  }
-
-  if (!noStaff) {
-    clearEscalating(key);
-    return;
-  }
-
-  const thresholdMs = shouldFireCooldownEscalating(key, getThresholdsMs('surge_no_staff'));
-  if (thresholdMs === null) return;
-
-  const fields = [
-    { name: 'Open tickets', value: String(openCount), inline: true },
-    { name: 'Detection method', value: source === 'unknown' ? 'Message activity' : 'Presence', inline: true },
-    { name: source === 'unknown' ? 'Note' : 'Staff status', value: detailLine, inline: false }
-  ];
-
-  await pingStaff(client,
-    `${openCount} open ticket(s) with no staff available to respond.`,
-    fields
-  );
-}
-
-async function runSurgeChecks(client) {
-  try { await checkTicketSurge(client); } catch (e) { console.error('checkTicketSurge:', e); }
-  try { await checkGameSurge(client); } catch (e) { console.error('checkGameSurge:', e); }
-  try { await checkStaleSurge(client); } catch (e) { console.error('checkStaleSurge:', e); }
-  try { await checkNeedsResponseSurge(client); } catch (e) { console.error('checkNeedsResponseSurge:', e); }
-  try { await checkUnclaimedSurge(client); } catch (e) { console.error('checkUnclaimedSurge:', e); }
-  try { await checkTier3UnclaimedSurge(client); } catch (e) { console.error('checkTier3UnclaimedSurge:', e); }
-  try { await checkZeroStaffSurge(client); } catch (e) { console.error('checkZeroStaffSurge:', e); }
-}
-
-module.exports = { runSurgeChecks };
--- a/services/tickets.js.bak-20260421
+++ b/services/tickets.js.bak-20260421
@@ -0,0 +1,675 @@
+/**
+ * Ticket database helpers – counters, rename, limits, auto-close,
+ * reminders, auto-unclaim, channel creation.
+ */
+const { ChannelType, PermissionFlagsBits } = require('discord.js');
+const { mongoose, withRetry } = require('../db-connection');
+const { CONFIG } = require('../config');
+const { getPriorityEmoji } = require('../utils');
+const { logAutomation } = require('../services/debugLog');
+const { enqueueSend, enqueueDelete } = require('./channelQueue');
+
+const Ticket = mongoose.model('Ticket');
+const TicketCounter = mongoose.model('TicketCounter');
+
+// --- TICKET NUMBER ---
+
+async function getNextTicketNumber(senderEmail) {
+  const senderLocal = senderEmail.split('@')[0].toLowerCase();
+  const counter = await TicketCounter.findOneAndUpdate(
+    { senderLocal },
+    { $inc: { counter: 1 } },
+    { upsert: true, new: true, setDefaultsOnInsert: true }
+  );
+  return { local: senderLocal, number: counter.counter };
+}
+
+// --- RENAME + NAMING ---
+// Renames flow through utils/renamer.js (RENAMER_BOT secondary token),
+// which has its own Discord rate-limit bucket. We no longer gate on the
+// primary bot's 2/10min per-channel budget here; 429s from the secondary
+// bot surface via utils/renamer.js instead.
+
+const RENAME_WINDOW_MS = 10 * 60 * 1000; // 10 minutes (unused; kept for back-compat)
+const RENAME_LIMIT = 2;
+
+function getSenderLocal(senderEmail) {
+  return (senderEmail || 'unknown').split('@')[0].toLowerCase();
+}
+
+function toDiscordSafeName(str) {
+  return str
+    .toLowerCase()
+    .replace(/\s+/g, '-')
+    .replace(/[^\p{L}\p{N}\p{Emoji_Presentation}-]/gu, '')
+    .replace(/-{2,}/g, '-')
+    .replace(/^-+|-+$/g, '')
+    .slice(0, 100);
+}
+
+/**
+ * Resolve a human-friendly creator nickname for channel naming.
+ * Discord tickets: guild member displayName. Email tickets: senderLocal.
+ * @param {import('discord.js').Guild} guild
+ * @param {object} ticket
+ * @returns {Promise<string>}
+ */
+async function resolveCreatorNickname(guild, ticket) {
+  if (ticket.gmailThreadId.startsWith('discord-')) {
+    const creatorUserId = ticket.gmailThreadId.split('-').pop();
+    try {
+      const member = await guild.members.fetch(creatorUserId);
+      return member.displayName;
+    } catch {
+      return getSenderLocal(ticket.senderEmail);
+    }
+  }
+  return getSenderLocal(ticket.senderEmail);
+}
+
+/**
+ * Build a channel name from ticket state.
+ * @param {'unclaimed'|'claimed'|'escalated'|'escalated-claimed'} state
+ * @param {object} ticket
+ * @param {string} creatorNickname - pre-resolved via resolveCreatorNickname
+ * @param {string} [claimerEmoji] - required for claimed / escalated-claimed
+ * @returns {string}
+ */
+function makeTicketName(state, ticket, creatorNickname, claimerEmoji) {
+  const num = ticket.ticketNumber || 1;
+  switch (state) {
+    case 'claimed':
+      return toDiscordSafeName(`${claimerEmoji}-${creatorNickname}-${num}`);
+    case 'escalated':
+      return toDiscordSafeName(`escalated-${creatorNickname}-${num}`);
+    case 'escalated-claimed':
+      return toDiscordSafeName(`e-${claimerEmoji}-${creatorNickname}-${num}`);
+    case 'unclaimed':
+    default:
+      return toDiscordSafeName(`unclaimed-${creatorNickname}-${num}`);
+  }
+}
+
+// Retained for external callers (bOSScord, scripts). The gate now lives in
+// the secondary bot's rate bucket; this helper no longer touches Mongo.
+async function canRename(_ticket) {
+  return { ok: true, remaining: RENAME_LIMIT, waitMs: 0 };
+}
+
+function minutesFromMs(ms) {
+  return Math.max(1, Math.ceil(ms / 60000));
+}
+
+// --- RATE LIMIT (per-user ticket creation) ---
+
+const ticketCreationByUser = new Map(); // userId -> { count, resetAt }
+
+const TICKET_CREATION_SWEEP_TTL_MS = 48 * 60 * 60 * 1000;
+const TICKET_CREATION_SWEEP_INTERVAL_MS = 6 * 60 * 60 * 1000;
+
+function sweepTicketCreationByUser(now = Date.now()) {
+  // An entry is stale when its window has been expired long enough that no
+  // legitimate rate-limit decision would still consult it. resetAt is a future
+  // ms timestamp when the window ends; cutoff is 48h past that.
+  const cutoff = now - TICKET_CREATION_SWEEP_TTL_MS;
+  for (const [key, entry] of ticketCreationByUser.entries()) {
+    if ((entry?.resetAt ?? 0) < cutoff) ticketCreationByUser.delete(key);
+  }
+}
+
+function startTicketsSweeps(trackInterval) {
+  const handle = setInterval(() => sweepTicketCreationByUser(), TICKET_CREATION_SWEEP_INTERVAL_MS);
+  if (typeof handle.unref === 'function') handle.unref();
+  if (typeof trackInterval === 'function') trackInterval(handle);
+  return handle;
+}
+
+/**
+ * Check if the user can create a ticket (rate limit). If allowed, consumes one slot.
+ * @param {string} userId - Discord user ID
+ * @returns {{ allowed: boolean, retryAfterMs?: number }}
+ */
+function checkTicketCreationRateLimit(userId) {
+  const limit = CONFIG.RATE_LIMIT_TICKETS_PER_USER;
+  const windowMs = (CONFIG.RATE_LIMIT_WINDOW_MINUTES || 60) * 60 * 1000;
+  if (!limit || limit <= 0) return { allowed: true };
+
+  const now = Date.now();
+  let entry = ticketCreationByUser.get(userId);
+  if (!entry || now >= entry.resetAt) {
+    entry = { count: 1, resetAt: now + windowMs };
+    ticketCreationByUser.set(userId, entry);
+    return { allowed: true };
+  }
+  if (entry.count >= limit) {
+    return { allowed: false, retryAfterMs: entry.resetAt - now };
+  }
+  entry.count++;
+  return { allowed: true };
+}
+
+// --- CHANNEL CREATION (overflow: Discord limit 50 channels per category) ---
+
+const CHANNELS_PER_CATEGORY_LIMIT = 50;
+
+function escapeCategoryNameForRegex(name) {
+  return String(name).replace(/[.*+?^${}()|[\]\\]/g, '\\$&');
+}
+
+/**
+ * @deprecated Use getOrCreateTicketCategory instead.
+ * @returns {null}
+ */
+function pickTicketCategoryId(guild, categoryIds) {
+  console.warn('[tickets] pickTicketCategoryId is deprecated; use getOrCreateTicketCategory() instead');
+  return null;
+}
+
+function countChannelsInCategory(guild, categoryId) {
+  return guild.channels.cache.filter(c => c.parentId === categoryId).size;
+}
+
+/**
+ * Resolve or create a ticket category with dynamic overflow (Discord max 50 channels per category).
+ * @param {import('discord.js').Guild} guild
+ * @param {string} primaryCategoryId
+ * @param {string} categoryName Display base name (primary category should match; overflows are "(Overflow N)")
+ * @returns {Promise<string>}
+ */
+async function getOrCreateTicketCategory(guild, primaryCategoryId, categoryName) {
+  if (!guild) {
+    throw new Error('getOrCreateTicketCategory: guild is required');
+  }
+  if (!primaryCategoryId || !String(primaryCategoryId).trim()) {
+    throw new Error('getOrCreateTicketCategory: primaryCategoryId is required');
+  }
+  try {
+    let primary = guild.channels.cache.get(primaryCategoryId);
+    if (!primary) {
+      primary = await guild.channels.fetch(primaryCategoryId).catch(() => null);
+    }
+    if (!primary || primary.type !== ChannelType.GuildCategory) {
+      throw new Error(`getOrCreateTicketCategory: primary category ${primaryCategoryId} not found or not a category`);
+    }
+
+    const escaped = escapeCategoryNameForRegex(categoryName);
+    const overflowRe = new RegExp(`^${escaped} \\(Overflow (\\d+)\\)$`);
+
+    const overflowMatches = [];
+    for (const ch of guild.channels.cache.values()) {
+      if (!ch || ch.type !== ChannelType.GuildCategory) continue;
+      if (ch.id === primaryCategoryId) continue;
+      const m = ch.name.match(overflowRe);
+      if (m) overflowMatches.push({ ch, n: parseInt(m[1], 10) });
+    }
+    overflowMatches.sort((a, b) => a.n - b.n);
+
+    const existingCategories = [primary, ...overflowMatches.map(x => x.ch)];
+
+    for (const cat of existingCategories) {
+      if (countChannelsInCategory(guild, cat.id) < CHANNELS_PER_CATEGORY_LIMIT) {
+        return cat.id;
+      }
+    }
+
+    const highestN = overflowMatches.length > 0 ? Math.max(...overflowMatches.map(x => x.n)) : 0;
+    const nextN = highestN + 1;
+    const newName = `${categoryName} (Overflow ${nextN})`;
+    const lastCat = existingCategories[existingCategories.length - 1];
+    const position = (lastCat?.rawPosition ?? lastCat?.position ?? 0) + 1;
+
+    let newCat;
+    try {
+      newCat = await guild.channels.create({
+        name: newName,
+        type: ChannelType.GuildCategory,
+        position
+      });
+    } catch (createErr) {
+      console.error('getOrCreateTicketCategory: failed to create overflow category:', createErr);
+      throw createErr;
+    }
+    return newCat.id;
+  } catch (err) {
+    console.error('getOrCreateTicketCategory:', err);
+    const fallback = guild.channels.cache.get(primaryCategoryId);
+    if (fallback?.type === ChannelType.GuildCategory) {
+      return primaryCategoryId;
+    }
+    throw err;
+  }
+}
+
+/**
+ * Delete an overflow category if it is empty and its name matches "${categoryName} (Overflow N)".
+ * Never deletes the primary category (exact name match).
+ * @param {import('discord.js').Guild} guild
+ * @param {string} categoryId
+ * @param {string} categoryName
+ */
+async function cleanupEmptyOverflowCategory(guild, categoryId, categoryName) {
+  try {
+    if (!guild || !categoryId) return;
+    const cached = guild.channels.cache.filter(c => c.parentId === categoryId);
+    if (cached.size !== 0) return;
+
+    let cat = guild.channels.cache.get(categoryId);
+    if (!cat) {
+      cat = await guild.channels.fetch(categoryId).catch(() => null);
+    }
+    if (!cat || cat.type !== ChannelType.GuildCategory) return;
+    if (cat.name === categoryName) return;
+
+    const escaped = escapeCategoryNameForRegex(categoryName);
+    const overflowRe = new RegExp(`^${escaped} \\(Overflow \\d+\\)$`);
+    if (!overflowRe.test(cat.name)) return;
+
+    await cat.delete().catch(deleteErr => {
+      console.error('cleanupEmptyOverflowCategory: delete failed:', deleteErr);
+    });
+  } catch (err) {
+    console.error('cleanupEmptyOverflowCategory:', err);
+  }
+}
+
+async function createTicketChannel(guild, ticketNumber, userId, subject, creatorNickname) {
+  if (CONFIG.USE_THREADS && CONFIG.THREAD_PARENT_CHANNEL) {
+    const parentChannel = guild.channels.cache.get(CONFIG.THREAD_PARENT_CHANNEL);
+    if (!parentChannel) {
+      throw new Error('Thread parent channel not found');
+    }
+
+    const thread = await parentChannel.threads.create({
+      name: `🎫・ticket-${ticketNumber}`,
+      autoArchiveDuration: 1440,
+      type: ChannelType.PrivateThread,
+      invitable: false,
+      reason: `Ticket #${ticketNumber}`
+    });
+
+    await thread.members.add(userId);
+    // Add all members with the support role so they can see and reply in the thread
+    if (CONFIG.ROLE_ID_TO_PING) {
+      const role = guild.roles.cache.get(CONFIG.ROLE_ID_TO_PING);
+      if (role?.members?.size) {
+        for (const [memberId] of role.members) {
+          if (memberId === userId) continue; // already added
+          await thread.members.add(memberId).catch(() => {});
+        }
+      }
+    }
+    return thread;
+  } else {
+    let parentId;
+    try {
+      parentId = await getOrCreateTicketCategory(guild, CONFIG.TICKET_CATEGORY_ID, CONFIG.TICKET_CATEGORY_NAME);
+    } catch (e) {
+      console.error('getOrCreateTicketCategory (createTicketChannel):', e);
+      throw new Error('Ticket category not found or could not be allocated');
+    }
+
+    let channel;
+    try {
+      channel = await guild.channels.create({
+        name: creatorNickname ? toDiscordSafeName(`unclaimed-${creatorNickname}-${ticketNumber}`) : `ticket-${ticketNumber}`,
+        type: ChannelType.GuildText,
+        parent: parentId,
+        permissionOverwrites: [
+          {
+            id: guild.id,
+            deny: [PermissionFlagsBits.ViewChannel]
+          },
+          {
+            id: userId,
+            allow: [
+              PermissionFlagsBits.ViewChannel,
+              PermissionFlagsBits.SendMessages,
+              PermissionFlagsBits.ReadMessageHistory
+            ]
+          },
+          {
+            id: CONFIG.ROLE_ID_TO_PING,
+            allow: [
+              PermissionFlagsBits.ViewChannel,
+              PermissionFlagsBits.SendMessages,
+              PermissionFlagsBits.ReadMessageHistory
+            ]
+          }
+        ]
+      });
+    } catch (e) {
+      console.error('guild.channels.create (createTicketChannel):', e);
+      throw e;
+    }
+
+    return channel;
+  }
+}
+
+/**
+ * Create a private Discord ticket thread under DISCORD_THREAD_CHANNEL_ID.
+ * Adds creator and all members with ROLE_ID_TO_PING.
+ * @param {import('discord.js').Guild} guild
+ * @param {number} ticketNumber
+ * @param {string} creatorUserId
+ * @returns {Promise<import('discord.js').ThreadChannel>}
+ */
+async function createDiscordTicketAsThread(guild, ticketNumber, creatorUserId) {
+  const parentId = CONFIG.DISCORD_THREAD_CHANNEL_ID;
+  if (!parentId) throw new Error('DISCORD_THREAD_CHANNEL_ID is not set');
+  const parentChannel = guild.channels.cache.get(parentId);
+  if (!parentChannel) throw new Error('Discord thread parent channel not found');
+
+  const thread = await parentChannel.threads.create({
+    name: `🎫・ticket-${ticketNumber}`,
+    autoArchiveDuration: 1440,
+    type: ChannelType.PrivateThread,
+    invitable: false,
+    reason: `Ticket #${ticketNumber}`
+  });
+
+  await thread.members.add(creatorUserId);
+  if (CONFIG.ROLE_ID_TO_PING) {
+    const role = guild.roles.cache.get(CONFIG.ROLE_ID_TO_PING);
+    if (role?.members?.size) {
+      for (const [memberId] of role.members) {
+        if (memberId === creatorUserId) continue;
+        await thread.members.add(memberId).catch(() => {});
+      }
+    }
+  }
+  return thread;
+}
+
+/**
+ * Create a private email ticket thread under EMAIL_THREAD_CHANNEL_ID.
+ * Adds all members with ROLE_ID_TO_PING (no creator; email tickets have no Discord user).
+ * @param {import('discord.js').Guild} guild
+ * @param {number} ticketNumber
+ * @param {string} chanName
+ * @returns {Promise<import('discord.js').ThreadChannel>}
+ */
+async function createEmailTicketAsThread(guild, ticketNumber, chanName) {
+  const parentId = CONFIG.EMAIL_THREAD_CHANNEL_ID;
+  if (!parentId) throw new Error('EMAIL_THREAD_CHANNEL_ID is not set');
+  const parentChannel = guild.channels.cache.get(parentId);
+  if (!parentChannel) throw new Error('Email thread parent channel not found');
+
+  const thread = await parentChannel.threads.create({
+    name: chanName || `🎫・ticket-${ticketNumber}`,
+    autoArchiveDuration: 1440,
+    type: ChannelType.PrivateThread,
+    invitable: false,
+    reason: `Ticket #${ticketNumber}`
+  });
+
+  if (CONFIG.ROLE_ID_TO_PING) {
+    const role = guild.roles.cache.get(CONFIG.ROLE_ID_TO_PING);
+    if (role?.members?.size) {
+      for (const [memberId] of role.members) {
+        await thread.members.add(memberId).catch(() => {});
+      }
+    }
+  }
+  return thread;
+}
+
+// --- LIMITS & PERMISSIONS ---
+
+async function checkTicketLimits(senderEmail) {
+  if (!CONFIG.GLOBAL_TICKET_LIMIT) return { ok: true };
+
+  const currentCount = await Ticket.countDocuments({ senderEmail, status: 'open' });
+  if (currentCount >= CONFIG.GLOBAL_TICKET_LIMIT) {
+    return {
+      ok: false,
+      reason: `You have reached the maximum limit of ${CONFIG.GLOBAL_TICKET_LIMIT} open tickets.`
+    };
+  }
+
+  return { ok: true };
+}
+
+function hasBlacklistedRole(member) {
+  if (!CONFIG.BLACKLISTED_ROLES || CONFIG.BLACKLISTED_ROLES.length === 0) {
+    return false;
+  }
+  return member.roles.cache.some(role =>
+    CONFIG.BLACKLISTED_ROLES.includes(role.id)
+  );
+}
+
+// --- ACTIVITY ---
+
+async function updateTicketActivity(gmailThreadId) {
+  const now = new Date();
+  await Ticket.updateOne(
+    { gmailThreadId },
+    { $set: { lastActivity: now, reminderSent: false } }
+  );
+}
+
+// --- SCHEDULED CHECKS ---
+// These accept `client` and optionally `sendTicketClosedEmail` to avoid circular deps.
+
+async function checkAutoClose(client, sendTicketClosedEmail) {
+  if (!CONFIG.AUTO_CLOSE_ENABLED) return;
+
+  const cutoffTime = new Date(Date.now() - (CONFIG.AUTO_CLOSE_AFTER_HOURS * 60 * 60 * 1000));
+  // Bounded per-tick so a huge backlog drains across successive hourly runs.
+  const staleTickets = await withRetry(() => Ticket.find({
+    status: 'open',
+    lastActivity: { $lt: cutoffTime, $ne: null }
+  }).sort({ createdAt: 1 }).limit(500).lean());
+
+  let checked = 0, closed = 0;
+  for (const ticket of staleTickets) {
+    checked++;
+    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);
+
+        // Persist pendingDelete BEFORE the delay so a shutdown mid-delay can be
+        // resumed on boot via resumePendingDeletes(). Cleared after enqueueDelete
+        // resolves; if the doc is gone the unset is a no-op.
+        await withRetry(() => Ticket.updateOne(
+          { gmailThreadId: ticket.gmailThreadId },
+          { $set: { status: 'closed', pendingDelete: true } }
+        ));
+
+        await sendTicketClosedEmail(ticket, 'Auto-Close System');
+
+        setTimeout(() => {
+          enqueueDelete(channel).then(() => {
+            withRetry(() => Ticket.updateOne(
+              { gmailThreadId: ticket.gmailThreadId },
+              { $unset: { pendingDelete: '' } }
+            )).catch(() => {});
+          }).catch(() => {});
+        }, 5000);
+        closed++;
+      }
+    } catch (error) {
+      console.error(`Auto-close error for ticket ${ticket.gmailThreadId}:`, error);
+    }
+  }
+  logAutomation('Auto-close run', null, `checked: ${checked}, closed: ${closed}`).catch(() => {});
+}
+
+async function checkReminders(client) {
+  if (!CONFIG.REMINDER_ENABLED) return;
+
+  const reminderTime = new Date(Date.now() - (CONFIG.REMINDER_AFTER_HOURS * 60 * 60 * 1000));
+  const ticketsNeedingReminder = await withRetry(() => Ticket.find({
+    status: 'open',
+    lastActivity: { $lt: reminderTime, $ne: null },
+    reminderSent: false
+  }).lean());
+
+  let checked = 0, reminded = 0;
+  for (const ticket of ticketsNeedingReminder) {
+    checked++;
+    try {
+      const guild = client.guilds.cache.first();
+      if (!guild) continue;
+
+      const channel = await guild.channels.fetch(ticket.discordThreadId).catch(() => null);
+      if (channel) {
+        const ping = ticket.claimedBy
+          ? `<@${ticket.claimedBy}>`
+          : (CONFIG.ROLE_ID_TO_PING ? `<@&${CONFIG.ROLE_ID_TO_PING}>` : 'everyone');
+        const message = CONFIG.REMINDER_MESSAGE
+          .replace(/\{hours\}/g, String(CONFIG.REMINDER_AFTER_HOURS))
+          .replace(/\{ping\}/g, ping);
+        await enqueueSend(channel, message);
+
+        await withRetry(() => Ticket.updateOne(
+          { gmailThreadId: ticket.gmailThreadId },
+          { $set: { reminderSent: true } }
+        ));
+        reminded++;
+      }
+    } catch (error) {
+      console.error(`Reminder error for ticket ${ticket.gmailThreadId}:`, error);
+    }
+  }
+  logAutomation('Reminder run', null, `checked: ${checked}, reminded: ${reminded}`).catch(() => {});
+}
+
+async function checkAutoUnclaim(client) {
+  if (!CONFIG.AUTO_UNCLAIM_ENABLED) return;
+
+  const unclaimTime = new Date(Date.now() - (CONFIG.AUTO_UNCLAIM_AFTER_HOURS * 60 * 60 * 1000));
+  const staleClaimedTickets = await withRetry(() => Ticket.find({
+    status: 'open',
+    claimedBy: { $ne: null },
+    lastActivity: { $lt: unclaimTime, $ne: null }
+  }).lean());
+
+  let checked = 0, unclaimed = 0;
+  for (const ticket of staleClaimedTickets) {
+    checked++;
+    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(
+          { gmailThreadId: ticket.gmailThreadId },
+          { $set: { claimedBy: null } }
+        ));
+
+        await enqueueSend(channel,
+          `This ticket has been auto-unclaimed due to inactivity (${CONFIG.AUTO_UNCLAIM_AFTER_HOURS} hours).`
+        );
+
+        console.log(`Auto-unclaimed ticket ${ticket.gmailThreadId}`);
+        unclaimed++;
+      }
+    } catch (error) {
+      console.error(`Auto-unclaim error for ticket ${ticket.gmailThreadId}:`, error);
+    }
+  }
+  logAutomation('Auto-unclaim run', null, `checked: ${checked}, unclaimed: ${unclaimed}`).catch(() => {});
+}
+
+async function reconcileDeletedTicketChannels(client) {
+  const guild = client.guilds.cache.get(CONFIG.DISCORD_GUILD_ID) || client.guilds.cache.first();
+  if (!guild) return { checked: 0, reconciled: 0 };
+
+  // Bounded per-tick; a larger backlog drains in subsequent hourly runs.
+  const openTickets = await Ticket.find({
+    status: 'open',
+    discordThreadId: { $ne: null }
+  }).sort({ createdAt: 1 }).limit(500).lean();
+
+  let checked = 0, reconciled = 0;
+  for (const ticket of openTickets) {
+    checked++;
+    try {
+      let channel = guild.channels.cache.get(ticket.discordThreadId);
+      if (!channel) {
+        channel = await guild.channels.fetch(ticket.discordThreadId).catch(() => null);
+      }
+      if (!channel) {
+        await Ticket.updateOne(
+          { gmailThreadId: ticket.gmailThreadId },
+          { $set: { status: 'closed', discordThreadId: null } }
+        );
+        logAutomation('Reconcile: channel deleted', ticket.discordThreadId, `ticket #${ticket.ticketNumber}`).catch(() => {});
+        reconciled++;
+      }
+    } catch (err) {
+      console.error(`reconcileDeletedTicketChannels error for ${ticket.gmailThreadId}:`, err);
+    }
+  }
+  if (reconciled > 0) {
+    logAutomation('Reconcile run', null, `checked: ${checked}, reconciled: ${reconciled}`).catch(() => {});
+  }
+  return { checked, reconciled };
+}
+
+/**
+ * Resume deletes that were pending when the bot last shut down. Called once
+ * from the ready handler. Clears the flag regardless of fetch result so a
+ * stale flag (e.g. channel already gone) can't loop.
+ */
+async function resumePendingDeletes(client) {
+  const pending = await Ticket.find({ pendingDelete: true }).lean().catch(() => []);
+  if (!pending.length) return 0;
+  let resumed = 0;
+  for (const ticket of pending) {
+    try {
+      const guild = client.guilds.cache.first();
+      if (guild && ticket.discordThreadId) {
+        const channel = await guild.channels.fetch(ticket.discordThreadId).catch(() => null);
+        if (channel) {
+          enqueueDelete(channel).catch(() => {});
+          resumed++;
+        }
+      }
+      Ticket.updateOne(
+        { gmailThreadId: ticket.gmailThreadId },
+        { $unset: { pendingDelete: '' } }
+      ).catch(() => {});
+    } catch (e) {
+      console.error('resumePendingDeletes error:', e);
+    }
+  }
+  logAutomation('Pending-delete resume', null, `pending: ${pending.length}, resumed: ${resumed}`).catch(() => {});
+  return resumed;
+}
+
+module.exports = {
+  getNextTicketNumber,
+  getOrCreateTicketCategory,
+  cleanupEmptyOverflowCategory,
+  createDiscordTicketAsThread,
+  createEmailTicketAsThread,
+  RENAME_WINDOW_MS,
+  RENAME_LIMIT,
+  getSenderLocal,
+  toDiscordSafeName,
+  resolveCreatorNickname,
+  makeTicketName,
+  canRename,
+  minutesFromMs,
+  checkTicketCreationRateLimit,
+  createTicketChannel,
+  checkTicketLimits,
+  hasBlacklistedRole,
+  updateTicketActivity,
+  checkAutoClose,
+  checkReminders,
+  checkAutoUnclaim,
+  reconcileDeletedTicketChannels,
+  resumePendingDeletes,
+  startTicketsSweeps,
+  sweepTicketCreationByUser,
+  _internals: { ticketCreationByUser, TICKET_CREATION_SWEEP_TTL_MS }
+};
--- a/utils.js
+++ b/utils.js
@@ -3,7 +3,7 @@
 * priority helpers, template variables.
 */
 const crypto = require('crypto');
-const { CONFIG, GAME_NAMES, GAME_ALIASES, TICKET_TAGS } = require('./config');
+const { CONFIG, GAME_NAMES, GAME_ALIASES } = require('./config');

 /** Constant-time string compare. Returns false for mismatched length or empty/nullish inputs without throwing. */
 function safeEqual(a, b) {
@@ -243,13 +243,6 @@ function getPriorityColor(priority) {
  }
 }

-/** Returns emoji for a ticket-tag key (e.g. server-down → ⬇️). Priority always comes first in channel name, then tag. */
-function getTicketTagEmoji(tagKey) {
-  if (!tagKey) return '';
-  const t = (TICKET_TAGS || []).find(x => x.value === tagKey);
-  return t ? t.emoji : '';
-}
-
 // --- TEMPLATE VARIABLES ---

 function replaceVariables(template, context = {}) {
@@ -407,6 +400,5 @@ module.exports = {
  detectGame,
  getPriorityEmoji,
  getPriorityColor,
-  getTicketTagEmoji,
  replaceVariables
 };