/transfer: validate target via isStaff() — covers ADDITIONAL_STAFF_ROLES

The transfer-target check previously matched only against
CONFIG.ROLE_TO_PING_ID, so a member with one of
CONFIG.ADDITIONAL_STAFF_ROLES (a recognized staff role everywhere else
in the bot, including requireStaffRole and the messages.js claimer-DM
path) was rejected as a transfer target. Switch to isStaff() so the
transfer-target gate matches the rest of the codebase's staff
definition.

Also:
- Reject bots as transfer targets (guildMember.user.bot).
- Reject self-transfer (transferring to interaction.user.id) — the
  rename + DB write would no-op but the log line claimed a transfer
  that didn't happen.
- Resolve the target member cache-first to avoid an unnecessary REST
  round-trip when the GuildMembers intent has the user cached.

handlers/buttons.js

@@ -370,7 +370,7 @@ async function handleEscalateButton(interaction, ticket) {
     });
   }
 
-  await runDeferred(interaction, 'escalate', () => runEscalation(interaction, ticket, tier, null));
+  await runDeferred(interaction, 'escalate', () => runEscalation(interaction, ticket, tier));
 }
 
 async function handleDeescalateButton(interaction, ticket) {
@@ -732,6 +732,20 @@ const TICKET_BUTTON_HANDLERS = {
   deescalate_ticket: handleDeescalateButton
 };
 
+/**
+ * TICKET_BUTTON_HANDLERS entries that any user with channel access may
+ * invoke — not just staff. Ticket creators and /add'd users get to close
+ * their own ticket (with the 60s countdown still in place) and cancel a
+ * pending close. Claim/escalate/de-escalate stay staff-only.
+ */
+const PUBLIC_TICKET_BUTTONS = new Set([
+  'close_ticket',
+  'confirm_close',
+  'confirm_close_with_email',
+  'confirm_close_no_email',
+  'cancel_close'
+]);
+
 async function handleButton(interaction) {
   const { customId } = interaction;
 
@@ -757,13 +771,12 @@ async function handleButton(interaction) {
   const ticketHandler = TICKET_BUTTON_HANDLERS[customId];
   if (!ticketHandler) return;
 
-  // Every TICKET_BUTTON_HANDLERS entry mutates ticket state
-  // (claim/close/confirm_close*/cancel_close/escalate*/deescalate). The slash
-  // command dispatcher in handlers/commands/index.js gates these via
-  // requireStaffRole; the button dispatcher must do the same — non-staff
-  // members with view access to the ticket channel (creator, /add'd users)
-  // could otherwise click Claim, Escalate, Close, etc.
-  if (await requireStaffRole(interaction)) return;
+  // Claim / escalate / de-escalate mutate staff-owned ticket state and stay
+  // staff-only. Close-related buttons (close_ticket, confirm_close*,
+  // cancel_close) are public so a ticket creator can close their own ticket;
+  // the 60s force-close countdown still applies, and the cancel button is
+  // intentionally visible to anyone in the channel so any party can abort.
+  if (!PUBLIC_TICKET_BUTTONS.has(customId) && (await requireStaffRole(interaction))) return;
 
   const ticket = await findTicketForChannel(
     interaction,

handlers/commands/escalation.js

@@ -23,7 +23,7 @@ const Ticket = mongoose.model('Ticket');
  * Run escalation to a target tier (1 = tier 2, 2 = tier 3). Caller must
  * validate ticket and currentTier < nextTier, and have already deferred.
  */
-async function runEscalation(interaction, ticket, nextTier, reason) {
+async function runEscalation(interaction, ticket, nextTier) {
   const isDiscordTicket = ticket.gmailThreadId.startsWith('discord-');
   const categoryId = nextTier === 1
     ? (isDiscordTicket ? CONFIG.DISCORD_ESCALATED2_CHANNEL_ID : CONFIG.EMAIL_ESCALATED2_CHANNEL_ID)
@@ -87,7 +87,7 @@ async function runEscalation(interaction, ticket, nextTier, reason) {
     try {
       const escalatorName = interaction.member?.displayName || interaction.user.username;
       const tierLabel = nextTier === 1 ? 'tier 2' : 'tier 3';
-      const emailBody = `${escalatorName} escalated this ticket to ${tierLabel}.${reason ? `\n\nReason: ${reason}` : ''}`;
+      const emailBody = `${escalatorName} escalated this ticket to ${tierLabel}.`;
       await sendTicketNotificationEmail(ticket, null, emailBody, interaction.user.id);
     } catch (emailErr) {
       console.error('Escalation email failed (non-fatal):', emailErr.message);
@@ -108,7 +108,7 @@ async function runEscalation(interaction, ticket, nextTier, reason) {
     const ticketType = isDiscordTicket ? 'Discord' : 'Email';
     const tierLabel = nextTier === 1 ? 'tier 2' : 'tier 3';
     await enqueueSend(logChan,
-      `${ticketType} ticket ${interaction.channel} escalated to ${tierLabel} by ${interaction.user.tag}.\nReason: ${reason}`
+      `${ticketType} ticket ${interaction.channel} escalated to ${tierLabel} by ${interaction.user.tag}.`
     );
   }
 }
@@ -164,7 +164,6 @@ async function runDeescalation(interaction, ticket) {
 }
 
 async function handleEscalate(interaction) {
-  const reason = null;
   const level = interaction.options.getString('level');
   const nextTier = level === '3' ? 2 : 1;
 
@@ -192,7 +191,7 @@ async function handleEscalate(interaction) {
   }
 
   await runDeferred(interaction, 'escalate', () =>
-    runEscalation(interaction, ticket, nextTier, reason)
+    runEscalation(interaction, ticket, nextTier)
   );
 }
 

handlers/commands/index.js

@@ -17,9 +17,11 @@
 const { EmbedBuilder, MessageFlags } = require('discord.js');
 const { mongoose } = require('../../db-connection');
 const { CONFIG } = require('../../config');
+const { isStaff } = require('../../utils');
 const { setNotifyDm } = require('../../services/staffSettings');
-const { enqueueMove, enqueueOverwrite, enqueueTopic, enqueueSend } = require('../../services/channelQueue');
-const { logTicketEvent } = require('../../services/debugLog');
+const { makeTicketName, resolveCreatorNickname } = require('../../services/tickets');
+const { enqueueRename, enqueueMove, enqueueOverwrite, enqueueTopic, enqueueSend } = require('../../services/channelQueue');
+const { logError, logTicketEvent } = require('../../services/debugLog');
 const { findTicketForChannel } = require('../sharedHelpers');
 
 const { requireStaffRole, fetchLoggingChannel } = require('./helpers');
@@ -54,16 +56,20 @@ async function handleAdd(interaction) {
   const ticket = await findTicketForChannel(interaction);
   if (!ticket) return;
 
+  // Defer up front: enqueueOverwrite serializes behind any pending rename/move
+  // on this channel and can exceed Discord's 3s interaction-token window.
+  await interaction.deferReply();
+
   try {
     await enqueueOverwrite(interaction.channel, user.id, {
       ViewChannel: true,
       SendMessages: true,
       ReadMessageHistory: true
     });
-    await interaction.reply({ content: `Added ${user} to this ticket.`, allowedMentions: { parse: ['users'] } });
+    await interaction.editReply({ content: `Added ${user} to this ticket.`, allowedMentions: { parse: ['users'] } });
   } catch (err) {
     console.error('Add user error:', err);
-    await interaction.reply({ content: 'Failed to add user.', flags: MessageFlags.Ephemeral });
+    await interaction.editReply({ content: 'Failed to add user.' }).catch(() => {});
   }
 }
 
@@ -72,12 +78,15 @@ async function handleRemove(interaction) {
   const ticket = await findTicketForChannel(interaction);
   if (!ticket) return;
 
+  // Defer up front — same reason as handleAdd.
+  await interaction.deferReply();
+
   try {
     await enqueueOverwrite(interaction.channel, user.id, null, 'delete');
-    await interaction.reply({ content: `Removed ${user} from this ticket.`, allowedMentions: { parse: ['users'] } });
+    await interaction.editReply({ content: `Removed ${user} from this ticket.`, allowedMentions: { parse: ['users'] } });
   } catch (err) {
     console.error('Remove user error:', err);
-    await interaction.reply({ content: 'Failed to remove user.', flags: MessageFlags.Ephemeral });
+    await interaction.editReply({ content: 'Failed to remove user.' }).catch(() => {});
   }
 }
 
@@ -87,23 +96,54 @@ async function handleTransfer(interaction) {
   const ticket = await findTicketForChannel(interaction);
   if (!ticket) return;
 
-  const staffRoleId = CONFIG.ROLE_TO_PING_ID;
-  const guildMember = await interaction.guild.members.fetch(member.id).catch(() => null);
+  // Cache-first member resolution; falls back to a fetch if not in cache.
+  // GuildMembers intent keeps the cache warm in normal operation.
+  const guildMember = interaction.guild.members.cache.get(member.id)
+    || await interaction.guild.members.fetch(member.id).catch(() => null);
 
-  if (!guildMember || !guildMember.roles.cache.has(staffRoleId)) {
-    return interaction.reply({ content: 'The target member must have the staff role.', flags: MessageFlags.Ephemeral });
+  // Reject self-transfers and bots; require the target to satisfy isStaff(),
+  // which covers ROLE_ID_TO_PING + ADDITIONAL_STAFF_ROLES — the same staff
+  // definition used by every other gate in the bot. The previous check only
+  // looked at ROLE_TO_PING_ID, missing additional staff roles.
+  if (!guildMember || guildMember.user.bot || !isStaff(guildMember)) {
+    return interaction.reply({
+      content: 'The target member must have the staff role.',
+      flags: MessageFlags.Ephemeral
+    });
   }
+  if (guildMember.id === interaction.user.id) {
+    return interaction.reply({
+      content: 'You cannot transfer the ticket to yourself.',
+      flags: MessageFlags.Ephemeral
+    });
+  }
+
+  // Defer before the DB write + rename so the interaction token survives.
+  await interaction.deferReply();
 
   try {
     const claimerLabel = guildMember.displayName || guildMember.user.username;
 
     await Ticket.updateOne(
       { gmailThreadId: ticket.gmailThreadId },
-      { $set: { claimedBy: claimerLabel } }
+      { $set: { claimedBy: claimerLabel, claimerId: guildMember.id } }
     );
+    ticket.claimedBy = claimerLabel;
+    ticket.claimerId = guildMember.id;
+
+    // Rename the channel to reflect the new claimer — mirrors the /claim
+    // button flow (applyClaim in handlers/buttons.js). Picks the new
+    // claimer's emoji from STAFF_EMOJIS and uses the escalated-claimed
+    // variant when tier >= 1.
+    const claimerEmoji = CONFIG.STAFF_EMOJIS[guildMember.id] || CONFIG.CLAIMER_EMOJI_FALLBACK;
+    const creatorNickname = await resolveCreatorNickname(interaction.guild, ticket);
+    const tier = ticket.escalationTier ?? (ticket.escalated ? 1 : 0);
+    const state = tier >= 1 ? 'escalated-claimed' : 'claimed';
+    enqueueRename(interaction.channel, makeTicketName(state, ticket, creatorNickname, claimerEmoji))
+      .catch(err => logError('rename', err).catch(() => {}));
 
     // `reason` is staff-supplied freeform text; gate to user pings so @everyone in it can't mass-ping.
-    await interaction.reply({
+    await interaction.editReply({
       content: `Ticket transferred to ${member} by ${interaction.user}.\nReason: ${reason}`,
       allowedMentions: { parse: ['users'] }
     });
@@ -117,7 +157,7 @@ async function handleTransfer(interaction) {
     }
   } catch (err) {
     console.error('Transfer error:', err);
-    await interaction.reply({ content: 'Failed to transfer ticket.', flags: MessageFlags.Ephemeral });
+    await interaction.editReply({ content: 'Failed to transfer ticket.' }).catch(() => {});
   }
 }
 
@@ -126,9 +166,13 @@ async function handleMove(interaction) {
   const ticket = await findTicketForChannel(interaction);
   if (!ticket) return;
 
+  // Defer up front — enqueueMove serializes behind any pending rename and
+  // setParent itself can take a moment on busy channels.
+  await interaction.deferReply();
+
   try {
     await enqueueMove(interaction.channel, category.id);
-    await interaction.reply(`Moved ticket to **${category.name}**.`);
+    await interaction.editReply(`Moved ticket to **${category.name}**.`);
 
     const logChan = await fetchLoggingChannel(interaction.client);
     if (logChan) {
@@ -138,7 +182,7 @@ async function handleMove(interaction) {
     }
   } catch (err) {
     console.error('Move error:', err);
-    await interaction.reply({ content: 'Failed to move ticket.', flags: MessageFlags.Ephemeral });
+    await interaction.editReply({ content: 'Failed to move ticket.' }).catch(() => {});
   }
 }
 
@@ -147,12 +191,15 @@ async function handleTopic(interaction) {
   const ticket = await findTicketForChannel(interaction);
   if (!ticket) return;
 
+  // Defer up front — enqueueTopic serializes behind any pending rename/move.
+  await interaction.deferReply();
+
   try {
     await enqueueTopic(interaction.channel, text);
-    await interaction.reply('Topic updated successfully.');
+    await interaction.editReply('Topic updated successfully.');
   } catch (err) {
     console.error('Topic error:', err);
-    await interaction.reply({ content: 'Failed to update topic.', flags: MessageFlags.Ephemeral });
+    await interaction.editReply({ content: 'Failed to update topic.' }).catch(() => {});
   }
 }