staff notifications

handlers/messages.js

@@ -8,6 +8,7 @@ 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');
 
@@ -43,6 +44,19 @@ async function handleDiscordReply(m) {
     }
   }
 
+  // Notify claiming staff if a non-staff user replied (works for both Discord and email tickets)
+  if (ticket.claimerId) {
+    const guild = m.guild;
+    const member = await guild.members.fetch(m.author.id).catch(() => null);
+    const isStaff = member && CONFIG.ROLE_ID_TO_PING && member.roles.cache.has(CONFIG.ROLE_ID_TO_PING);
+    if (!isStaff) {
+      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-')) {