features.md

FEATURES.md

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+## Broccolini Bot – Feature Overview
+
+Broccolini Bot is a Discord support bot that turns Gmail emails and Discord messages into trackable support tickets stored in MongoDB.
+
+---
+
+## Email & Discord Ticketing
+
+**Summary:** Connects Gmail and Discord so each support conversation becomes a ticket channel or thread.
+
+- Email → Discord ticket channels or threads (with overflow categories)
+- Discord-only tickets created from panels or context menus
+- Full Gmail reply threading for email-sourced tickets
+- Ticket transcripts saved to a Discord channel and optionally emailed on close
+
+---
+
+## Ticket Workflow & Management
+
+**Summary:** Provides a structured workflow for creating, handling, and closing tickets.
+
+- Claim / unclaim with claimer emojis in channel names
+- Priority levels (low / normal / medium / high) with emojis
+- Escalation and de-escalation between tiered support categories
+- Close confirmation, force-close, and automatic transcript generation
+- Auto-close, inactivity reminders, and auto-unclaim (configurable)
+- Per-ticket limits and global ticket limits to prevent abuse
+
+---
+
+## Discord UI: Panels, Buttons & Modals
+
+**Summary:** Uses rich Discord components so users and staff interact with tickets through buttons and forms.
+
+- `/panel` command to post “Open ticket” panels
+- Ticket creation via modal (email, game, description fields)
+- Ticket action row with Close, Claim, Escalate, and De-escalate buttons
+- Thread-style or category-channel tickets, or panels that offer both
+- `/setup` wizard to guide initial panel and category configuration
+
+---
+
+## Staff Tools & Notifications
+
+**Summary:** Gives staff better visibility and control over tickets and workloads.
+
+- `/add` and `/remove` to manage who can see a ticket
+- `/transfer`, `/move`, `/topic`, `/stats`, `/search`, `/backup`, `/export`
+- `/accountinfo` for account lookups by email or Discord user
+- Per-staff notification channels with reply alerts and unclaimed digests
+- Optional DM reply alerts via `/notifydm`
+- Optional private staff-only threads attached to ticket channels
+
+---
+
+## Tags, Saved Responses & Variables
+
+**Summary:** Speeds up replies and keeps tickets categorized.
+
+- `/tag` command with predefined ticket tags and emojis
+- `/response` commands to create, edit, send, delete, and list saved replies
+- Template variables (ticket, staff, server, date/time, hours, etc.) in responses
+- Tag usage and response usage tracked in MongoDB
+
+---
+
+## Automation, Patterns & Surge Detection
+
+**Summary:** Monitors ticket volume and chat activity to warn staff about problems early.
+
+- Background jobs for auto-close, reminders, and auto-unclaim
+- Pattern detection for repeat users, games, tags, escalations, and stale tickets
+- Surge detection for high ticket volume, backlogs, and no-staff situations
+- Chat alerts for busy channels or messages without staff replies
+
+---
+
+## Logging, API & Configuration
+
+**Summary:** Centralizes configuration in environment variables and exposes optional integrations.
+
+- All behavior configured via `.env` and `config.js` (messages, colors, timeouts, limits)
+- Dedicated Discord channels for transcripts, logs, security, automation, and Gmail polling
+- Optional HTTP API under `/api` with token-based auth
+- Healthcheck endpoint (`GET /`) for Docker and load balancers
+