/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.

.env.example

@@ -14,10 +14,8 @@ DISCORD_GUILD_ID=                 # Server (guild) ID where the bot runs
 DISCORD_TICKET_CATEGORY_ID=       # Category for Discord-originated ticket channels
 TICKET_CATEGORY_ID=               # Category for email-originated ticket channels
 
-# Category display names (primary must match the category name in Discord; overflow folders are created as "{name} (Overflow 1)", etc.)
+# Category display name (primary must match the category name in Discord; overflow folders are created as "{name} (Overflow 1)", etc.)
 TICKET_CATEGORY_NAME=Open Tickets
-TICKET_T2_CATEGORY_NAME=Tier 2 Escalated Tickets
-TICKET_T3_CATEGORY_NAME=Tier 3 Escalated Tickets
 
 # Escalation categories (tier 2 and tier 3)
 DISCORD_ESCALATED_CATEGORY_ID=    # Fallback escalation category (Discord)
@@ -32,7 +30,6 @@ ROLE_ID_TO_PING=                  # Role ID to ping on new tickets (config also
 TRANSCRIPT_CHANNEL_ID=            # Channel for ticket transcripts on close
 LOGGING_CHANNEL_ID=               # Channel for lifecycle log messages
 DEBUGGING_CHANNEL_ID=             # Channel for error logs (escalate, poll, etc.); optional
-DISCORD_CHANNEL_ID=               # General Discord channel (if used)
 
 # --- Discord: Ticket copy & buttons ---
 # ESCALATION_MESSAGE: use {support_name} for SUPPORT_NAME
@@ -50,8 +47,7 @@ GOOGLE_CLIENT_SECRET=             # OAuth2 Client Secret
 REFRESH_TOKEN=                    # OAuth2 refresh token for the support inbox
 MY_EMAIL=                         # Support inbox email address
 
-# --- Server & URLs ---
+# --- Server ---
-NGROK_URL=                        # Public URL (optional); run ngrok outside this repo
 DISCORD_ONLY_PORT=5000            # Port for healthcheck / Discord-only server
 # HEALTHCHECK_HOST=               # Optional; bind address for health server (default: all interfaces; use 127.0.0.1 for local-only)
 
@@ -74,7 +70,6 @@ DISCORD_AUTO_CLOSE_MESSAGE=      # Message in ticket when auto-closed (e.g. ...
 
 # --- Ticket limits & permissions ---
 GLOBAL_TICKET_LIMIT=5             # Max concurrent open tickets globally
-TICKET_LIMIT_PER_CATEGORY=3       # Max tickets per category
 RATE_LIMIT_TICKETS_PER_USER=0     # Max tickets per user per window (0 = disabled)
 RATE_LIMIT_WINDOW_MINUTES=60      # Window in minutes for per-user rate limit
 BLACKLISTED_ROLES=                # Comma-separated role IDs that cannot open tickets
@@ -83,7 +78,6 @@ ADDITIONAL_STAFF_ROLES=           # Comma-separated role IDs with staff permissi
 # --- Auto-close ---
 AUTO_CLOSE_ENABLED=false
 AUTO_CLOSE_AFTER_HOURS=72
-AUTO_CLOSE_MESSAGE=               # Message when ticket is auto-closed
 
 # --- Reminders ---
 REMINDER_ENABLED=false
@@ -140,7 +134,6 @@ GAME_LIST=Project Zomboid, Minecraft, ...
 
 # --- Embed colors (hex with 0x prefix) ---
 EMBED_COLOR_OPEN=0x00FF00
-EMBED_COLOR_CLOSED=0xFF0000
 EMBED_COLOR_CLAIMED=0xFFFF00
 EMBED_COLOR_ESCALATED=0xFF6600
 EMBED_COLOR_INFO=0x1e2124

.gitignore

@@ -1,8 +1,6 @@
 # Dependencies
 node_modules/
 
-# Documentation: docs/ is committed (all .md except README.md live in docs/)
-
 # Environment / Secrets (keep .env.example and .env.test.example committed; never commit .env or .env.test)
 .env
 .env.*

.js | 811 ------------------------------------------------------------------------------------------------------------------------------------------

@@ -1,258 +0,0 @@
-
-                   SSUUMMMMAARRYY OOFF LLEESSSS CCOOMMMMAANNDDSS
-
-      Commands marked with * may be preceded by a number, _N.
-      Notes in parentheses indicate the behavior if _N is given.
-      A key preceded by a caret indicates the Ctrl key; thus ^K is ctrl-K.
-
-  h  H                 Display this help.
-  q  :q  Q  :Q  ZZ     Exit.
- ---------------------------------------------------------------------------
-
-                           MMOOVVIINNGG
-
-  e  ^E  j  ^N  CR  *  Forward  one line   (or _N lines).
-  y  ^Y  k  ^K  ^P  *  Backward one line   (or _N lines).
-  f  ^F  ^V  SPACE  *  Forward  one window (or _N lines).
-  b  ^B  ESC-v      *  Backward one window (or _N lines).
-  z                 *  Forward  one window (and set window to _N).
-  w                 *  Backward one window (and set window to _N).
-  ESC-SPACE         *  Forward  one window, but don't stop at end-of-file.
-  d  ^D             *  Forward  one half-window (and set half-window to _N).
-  u  ^U             *  Backward one half-window (and set half-window to _N).
-  ESC-)  RightArrow *  Right one half screen width (or _N positions).
-  ESC-(  LeftArrow  *  Left  one half screen width (or _N positions).
-  ESC-}  ^RightArrow   Right to last column displayed.
-  ESC-{  ^LeftArrow    Left  to first column.
-  F                    Forward forever; like "tail -f".
-  ESC-F                Like F but stop when search pattern is found.
-  r  ^R  ^L            Repaint screen.
-  R                    Repaint screen, discarding buffered input.
-        ---------------------------------------------------
-        Default "window" is the screen height.
-        Default "half-window" is half of the screen height.
- ---------------------------------------------------------------------------
-
-                          SSEEAARRCCHHIINNGG
-
-  /_p_a_t_t_e_r_n          *  Search forward for (_N-th) matching line.
-  ?_p_a_t_t_e_r_n          *  Search backward for (_N-th) matching line.
-  n                 *  Repeat previous search (for _N-th occurrence).
-  N                 *  Repeat previous search in reverse direction.
-  ESC-n             *  Repeat previous search, spanning files.
-  ESC-N             *  Repeat previous search, reverse dir. & spanning files.
-  ESC-u                Undo (toggle) search highlighting.
-  ESC-U                Clear search highlighting.
-  &_p_a_t_t_e_r_n          *  Display only matching lines.
-        ---------------------------------------------------
-        A search pattern may begin with one or more of:
-        ^N or !  Search for NON-matching lines.
-        ^E or *  Search multiple files (pass thru END OF FILE).
-        ^F or @  Start search at FIRST file (for /) or last file (for ?).
-        ^K       Highlight matches, but don't move (KEEP position).
-        ^R       Don't use REGULAR EXPRESSIONS.
-        ^W       WRAP search if no match found.
- ---------------------------------------------------------------------------
-
-                           JJUUMMPPIINNGG
-
-  g  <  ESC-<       *  Go to first line in file (or line _N).
-  G  >  ESC->       *  Go to last line in file (or line _N).
-  p  %              *  Go to beginning of file (or _N percent into file).
-  t                 *  Go to the (_N-th) next tag.
-  T                 *  Go to the (_N-th) previous tag.
-  {  (  [           *  Find close bracket } ) ].
-  }  )  ]           *  Find open bracket { ( [.
-  ESC-^F _<_c_1_> _<_c_2_>  *  Find close bracket _<_c_2_>.
-  ESC-^B _<_c_1_> _<_c_2_>  *  Find open bracket _<_c_1_>.
-        ---------------------------------------------------
-        Each "find close bracket" command goes forward to the close bracket 
-          matching the (_N-th) open bracket in the top line.
-        Each "find open bracket" command goes backward to the open bracket 
-          matching the (_N-th) close bracket in the bottom line.
-
-  m_<_l_e_t_t_e_r_>            Mark the current top line with <letter>.
-  M_<_l_e_t_t_e_r_>            Mark the current bottom line with <letter>.
-  '_<_l_e_t_t_e_r_>            Go to a previously marked position.
-  ''                   Go to the previous position.
-  ^X^X                 Same as '.
-  ESC-M_<_l_e_t_t_e_r_>        Clear a mark.
-        ---------------------------------------------------
-        A mark is any upper-case or lower-case letter.
-        Certain marks are predefined:
-             ^  means  beginning of the file
-             $  means  end of the file
- ---------------------------------------------------------------------------
-
-                        CCHHAANNGGIINNGG FFIILLEESS
-
-  :e [_f_i_l_e]            Examine a new file.
-  ^X^V                 Same as :e.
-  :n                *  Examine the (_N-th) next file from the command line.
-  :p                *  Examine the (_N-th) previous file from the command line.
-  :x                *  Examine the first (or _N-th) file from the command line.
-  :d                   Delete the current file from the command line list.
-  =  ^G  :f            Print current file name.
- ---------------------------------------------------------------------------
-
-                    MMIISSCCEELLLLAANNEEOOUUSS CCOOMMMMAANNDDSS
-
-  -_<_f_l_a_g_>              Toggle a command line option [see OPTIONS below].
-  --_<_n_a_m_e_>             Toggle a command line option, by name.
-  __<_f_l_a_g_>              Display the setting of a command line option.
-  ___<_n_a_m_e_>             Display the setting of an option, by name.
-  +_c_m_d                 Execute the less cmd each time a new file is examined.
-
-  !_c_o_m_m_a_n_d             Execute the shell command with $SHELL.
-  |XX_c_o_m_m_a_n_d            Pipe file between current pos & mark XX to shell command.
-  s _f_i_l_e               Save input to a file.
-  v                    Edit the current file with $VISUAL or $EDITOR.
-  V                    Print version number of "less".
- ---------------------------------------------------------------------------
-
-                           OOPPTTIIOONNSS
-
-        Most options may be changed either on the command line,
-        or from within less by using the - or -- command.
-        Options may be given in one of two forms: either a single
-        character preceded by a -, or a name preceded by --.
-
-  -?  ........  --help
-                  Display help (from command line).
-  -a  ........  --search-skip-screen
-                  Search skips current screen.
-  -A  ........  --SEARCH-SKIP-SCREEN
-                  Search starts just after target line.
-  -b [_N]  ....  --buffers=[_N]
-                  Number of buffers.
-  -B  ........  --auto-buffers
-                  Don't automatically allocate buffers for pipes.
-  -c  ........  --clear-screen
-                  Repaint by clearing rather than scrolling.
-  -d  ........  --dumb
-                  Dumb terminal.
-  -D xx_c_o_l_o_r  .  --color=xx_c_o_l_o_r
-                  Set screen colors.
-  -e  -E  ....  --quit-at-eof  --QUIT-AT-EOF
-                  Quit at end of file.
-  -f  ........  --force
-                  Force open non-regular files.
-  -F  ........  --quit-if-one-screen
-                  Quit if entire file fits on first screen.
-  -g  ........  --hilite-search
-                  Highlight only last match for searches.
-  -G  ........  --HILITE-SEARCH
-                  Don't highlight any matches for searches.
-  -h [_N]  ....  --max-back-scroll=[_N]
-                  Backward scroll limit.
-  -i  ........  --ignore-case
-                  Ignore case in searches that do not contain uppercase.
-  -I  ........  --IGNORE-CASE
-                  Ignore case in all searches.
-  -j [_N]  ....  --jump-target=[_N]
-                  Screen position of target lines.
-  -J  ........  --status-column
-                  Display a status column at left edge of screen.
-  -k [_f_i_l_e]  .  --lesskey-file=[_f_i_l_e]
-                  Use a lesskey file.
-  -K  ........  --quit-on-intr
-                  Exit less in response to ctrl-C.
-  -L  ........  --no-lessopen
-                  Ignore the LESSOPEN environment variable.
-  -m  -M  ....  --long-prompt  --LONG-PROMPT
-                  Set prompt style.
-  -n  -N  ....  --line-numbers  --LINE-NUMBERS
-                  Don't use line numbers.
-  -o [_f_i_l_e]  .  --log-file=[_f_i_l_e]
-                  Copy to log file (standard input only).
-  -O [_f_i_l_e]  .  --LOG-FILE=[_f_i_l_e]
-                  Copy to log file (unconditionally overwrite).
-  -p [_p_a_t_t_e_r_n]  --pattern=[_p_a_t_t_e_r_n]
-                  Start at pattern (from command line).
-  -P [_p_r_o_m_p_t]   --prompt=[_p_r_o_m_p_t]
-                  Define new prompt.
-  -q  -Q  ....  --quiet  --QUIET  --silent --SILENT
-                  Quiet the terminal bell.
-  -r  -R  ....  --raw-control-chars  --RAW-CONTROL-CHARS
-                  Output "raw" control characters.
-  -s  ........  --squeeze-blank-lines
-                  Squeeze multiple blank lines.
-  -S  ........  --chop-long-lines
-                  Chop (truncate) long lines rather than wrapping.
-  -t [_t_a_g]  ..  --tag=[_t_a_g]
-                  Find a tag.
-  -T [_t_a_g_s_f_i_l_e] --tag-file=[_t_a_g_s_f_i_l_e]
-                  Use an alternate tags file.
-  -u  -U  ....  --underline-special  --UNDERLINE-SPECIAL
-                  Change handling of backspaces.
-  -V  ........  --version
-                  Display the version number of "less".
-  -w  ........  --hilite-unread
-                  Highlight first new line after forward-screen.
-  -W  ........  --HILITE-UNREAD
-                  Highlight first new line after any forward movement.
-  -x [_N[,...]]  --tabs=[_N[,...]]
-                  Set tab stops.
-  -X  ........  --no-init
-                  Don't use termcap init/deinit strings.
-  -y [_N]  ....  --max-forw-scroll=[_N]
-                  Forward scroll limit.
-  -z [_N]  ....  --window=[_N]
-                  Set size of window.
-  -" [_c[_c]]  .  --quotes=[_c[_c]]
-                  Set shell quote characters.
-  -~  ........  --tilde
-                  Don't display tildes after end of file.
-  -# [_N]  ....  --shift=[_N]
-                  Set horizontal scroll amount (0 = one half screen width).
-                --file-size
-                  Automatically determine the size of the input file.
-                --follow-name
-                  The F command changes files if the input file is renamed.
-                --incsearch
-                  Search file as each pattern character is typed in.
-                --line-num-width=N
-                  Set the width of the -N line number field to N characters.
-                --mouse
-                  Enable mouse input.
-                --no-keypad
-                  Don't send termcap keypad init/deinit strings.
-                --no-histdups
-                  Remove duplicates from command history.
-                --rscroll=C
-                  Set the character used to mark truncated lines.
-                --save-marks
-                  Retain marks across invocations of less.
-                --status-col-width=N
-                  Set the width of the -J status column to N characters.
-                --use-backslash
-                  Subsequent options use backslash as escape char.
-                --use-color
-                  Enables colored text.
-                --wheel-lines=N
-                  Each click of the mouse wheel moves N lines.
-
-
- ---------------------------------------------------------------------------
-
-                          LLIINNEE EEDDIITTIINNGG
-
-        These keys can be used to edit text being entered 
-        on the "command line" at the bottom of the screen.
-
- RightArrow ..................... ESC-l ... Move cursor right one character.
- LeftArrow ...................... ESC-h ... Move cursor left one character.
- ctrl-RightArrow  ESC-RightArrow  ESC-w ... Move cursor right one word.
- ctrl-LeftArrow   ESC-LeftArrow   ESC-b ... Move cursor left one word.
- HOME ........................... ESC-0 ... Move cursor to start of line.
- END ............................ ESC-$ ... Move cursor to end of line.
- BACKSPACE ................................ Delete char to left of cursor.
- DELETE ......................... ESC-x ... Delete char under cursor.
- ctrl-BACKSPACE   ESC-BACKSPACE ........... Delete word to left of cursor.
- ctrl-DELETE .... ESC-DELETE .... ESC-X ... Delete word under cursor.
- ctrl-U ......... ESC (MS-DOS only) ....... Delete entire line.
- UpArrow ........................ ESC-k ... Retrieve previous command line.
- DownArrow ...................... ESC-j ... Retrieve next command line.
- TAB ...................................... Complete filename & cycle.
- SHIFT-TAB ...................... ESC-TAB   Complete filename & reverse cycle.
- ctrl-L ................................... Complete filename, list all.

HOWITWORKS.md

@@ -0,0 +1,120 @@
+# How it works
+
+Broccolini Bot is a single Node.js process. It does three things at once:
+
+1. **Listens to Discord** — slash commands, button clicks, modals, ticket-channel messages.
+2. **Polls Gmail** — every N seconds, pulls unread `category:primary` mail and turns each thread into a Discord ticket channel.
+3. **Serves a couple of HTTP endpoints** — a public healthcheck and an internal config/control API.
+
+State lives in MongoDB via Mongoose. There is no queue/worker tier and no public REST API.
+
+---
+
+## Startup
+
+`broccolini-discord.js` is the entry point. The order matters:
+
+1. **Module load** — env validation, Discord `Client` is constructed, `interactionCreate` and `messageCreate` listeners are registered, `client.login()` is called.
+2. The **public Express app** is defined at module scope. It has a 503 gate — any `/api/*` request before the bot is ready returns 503. (No `/api/*` routes are mounted in the MVP, so it's dormant.)
+3. The **internal Express app** binds at module load on `INTERNAL_API_PORT` (`0.0.0.0` inside the container, not host-published). Reachable only from peers on the `broccoli-net` Docker network. Auth header: `x-internal-secret`.
+4. **`client.once('ready')`** — once Discord finishes its handshake the bot connects MongoDB, starts the public HTTP listener, registers slash commands with Discord's REST API, then starts the Gmail poll plus optional `setInterval`s for auto-close, auto-unclaim, sweeping orphan ticket channels, and a 6-hour Tickets sweep.
+
+Every `setInterval` in the `ready` block is wrapped through `trackInterval(...)` into a module-level `Set`. `handleShutdown` (SIGTERM/SIGINT) clears all of them, closes both HTTP servers, calls `client.destroy()`, then closes Mongo.
+
+---
+
+## Email → Discord (the main flow)
+
+`gmail-poll.js`:
+
+1. Lists unread messages in `category:primary`.
+2. For each thread, looks up an existing `Ticket` by `gmailThreadId`. If none, creates a Discord channel under `TICKET_CATEGORY_ID` (or an overflow category if the main is full at Discord's 50-channel limit) and inserts a `Ticket` document.
+3. Posts a welcome embed + action row (Close / Claim / Escalate) into the channel and pings `ROLE_ID_TO_PING`.
+4. On subsequent emails in the same thread, just appends the new message to the existing channel.
+
+**Auth failure halts polling.** On `invalid_grant` / `unauthorized` / 401, `pollSuspended` flips to true, the poll interval is cleared, and the admin is DM'd once. The bot does not retry — fix the token and restart the container.
+
+---
+
+## Discord → Gmail (replies)
+
+`handlers/messages.js` handles `messageCreate` in ticket channels:
+
+- If the ticket's `gmailThreadId` starts with `discord-` or `discord-msg-`, it's a Discord-only ticket — skip Gmail entirely.
+- Otherwise, the staff message is forwarded to the customer via Gmail (threaded reply) using `services/gmail.js`. The staffer's per-user signature (`StaffSignature`) is appended.
+
+Customer replies coming back via email are picked up by the next Gmail poll and appended to the existing ticket channel.
+
+---
+
+## Discord-only tickets
+
+Two paths create them:
+
+- **`/panel`** posts an "Open ticket" button. Clicking it opens a modal asking for email, game, and description. The bot creates a channel and a `Ticket` with a synthetic `gmailThreadId` like `discord-<channelId>`.
+- **Context menu "Create Ticket From Message"** does the same, prefilled from the source message (`gmailThreadId` like `discord-msg-<msgId>`).
+
+Replies in these channels stay in Discord. No Gmail traffic.
+
+---
+
+## Channel rename / move queue
+
+Discord rate-limits channel renames at **2 per 10 minutes per channel**. All channel ops route through `services/channelQueue.js`:
+
+- `enqueueRename`, `enqueueSend`, `enqueueMove`, `enqueueDelete` — per-channel chained promises. Delete waits for both rename and send tails to drain.
+- Renames go through `utils/renamer.js`, which uses the `RENAMER_BOT` secondary token. On 401/403/429 from the secondary, the queue falls back to the primary bot's `channel.setName`.
+- Bypass sites (direct `channel.send` / `setName`) are tagged `// TODO(queue-migrate):` — grep to find them; they get migrated incrementally when touched.
+
+Logging helpers in `services/debugLog.js` are **fire-and-forget** — `.catch(() => {})`, never `await`. They post to the configured log channels (system, automation, error, gmail, etc.).
+
+---
+
+## HTTP surfaces
+
+**Public** (`app`, port `CONFIG.PORT`, default `5000`):
+- `GET /` → `Active` once ready, `Starting` before. Used by Docker `HEALTHCHECK`.
+- `/api/*` is gated behind `appReady` and currently unmounted.
+
+**Internal** (`internalApp`, `INTERNAL_API_PORT`, `broccoli-net` only, header auth):
+- `GET /config`, `POST /config` — read/write a strict allowlist (`ALLOWED_CONFIG_KEYS` in `services/configSchema.js`). Unknown keys → 400.
+- `GET /discord/guild` — basic guild info for the settings UI.
+- `POST /restart`, `GET /restart/status` — exits the process so the container supervisor restarts it.
+- `POST /gmail/reload` — reloads the Gmail client after credential changes.
+
+`.env` writes go through `services/configPersistence.js`, which stores values in **backtick** containers because dotenv v17 only decodes `\n`/`\r` inside double-quoted strings.
+
+---
+
+## Storage
+
+MongoDB, one database, accessed via Mongoose. Models live in `models.js`:
+
+| Collection | What it stores |
+|------------|----------------|
+| `Ticket` | One per email thread or Discord-only ticket. Tracks `gmailThreadId`, `discordThreadId`, status, claimer, priority, escalation tier, ticket tag, last activity, etc. |
+| `TicketCounter` | Per-sender local counter for ticket numbering. |
+| `Transcript` | Closed ticket → transcript message pointer. |
+| `Tag` | Saved-response templates (`/response`). |
+| `StaffSettings` | Per-user `notifyDm` preference. |
+| `StaffSignature` | Per-user email signature (valediction, display name, tagline). |
+
+The `Ticket` schema indexes `{gmailThreadId}` (unique), `{status, lastActivity}`, `{senderEmail, status}`, `{discordThreadId}`.
+
+---
+
+## Background jobs (in `ready`)
+
+| Job | Cadence | Toggle |
+|-----|---------|--------|
+| Gmail poll | `GMAIL_POLL_INTERVAL_SECONDS` (default 30s; runtime-tunable via `/gmailpoll`) | always |
+| `checkAutoClose` | configurable | `AUTO_CLOSE_ENABLED` |
+| `checkAutoUnclaim` | configurable | `AUTO_UNCLAIM_ENABLED` |
+| `reconcileDeletedTicketChannels` | hourly + on startup | always |
+| `services/tickets.startTicketsSweeps` | 6h, `.unref()`-ed | always |
+
+---
+
+## Settings UI (separate process)
+
+`settings-site/` is its own small Express app with its own `package.json`, `Dockerfile`, and `CLAUDE.md`. It serves a password-protected dashboard that POSTs config changes to this bot's internal API using `INTERNAL_API_SECRET`. Any change to `ALLOWED_CONFIG_KEYS` here can break the UI there — keep them in sync.

README.md

@@ -1,521 +1,90 @@
 # Broccolini Bot
 
-A **Node.js** Discord bot that unifies **Gmail**, **Discord**, and **MongoDB** for support ticketing. Incoming emails become Discord ticket channels; staff messages in those channels are sent back to customers via Gmail. Discord-originated tickets (panels, context menu) live entirely in Discord. State is stored in MongoDB via Mongoose.
+A Node.js Discord bot that bridges **Gmail ↔ Discord** for support ticketing, with **MongoDB** for state. Built for Indifferent Broccoli (game-server hosting).
 
-Built for game-server hosting support (Indifferent Broccoli), with game detection from email content, tiered escalation, optional **per-staff notification channels** (reply alerts with cooldown + unclaimed-ticket digests), saved responses, `/tag` categorization, claimer emoji in channel names (`STAFF_EMOJIS`), and automation (auto-close, reminders, auto-unclaim, claim timeout).
+- Inbound email → Discord ticket channel.
+- Staff messages in that channel → Gmail reply (threaded).
+- Discord-originated tickets (panel / context menu) live entirely in Discord.
 
-**Jump to:** [Features](#features) · [Quick start](#quick-start) · [Configuration](#configuration) · [Staff notifications](#staff-notification-channels--reply-alerts) · [Broccolini settings page](#broccolini-settings-page) · [Commands](#discord-commands) · [Project layout](#project-structure)
+For an architectural overview, see [HOWITWORKS.md](HOWITWORKS.md). For agent/contributor conventions, see [CLAUDE.md](CLAUDE.md).
-
----
-
-## Table of contents
-
-- [Features](#features)
-- [Architecture](#architecture)
-- [Prerequisites](#prerequisites)
-- [Quick start](#quick-start)
-- [Installation](#installation)
-- [Configuration](#configuration)
-- [Staff notification channels & reply alerts](#staff-notification-channels--reply-alerts)
-- [Broccolini settings page](#broccolini-settings-page)
-- [Running the bot (test and Docker)](#running-the-bot-test-and-docker)
-- [Discord commands](#discord-commands)
-- [Ticket UI (buttons & modals)](#ticket-ui-buttons--modals)
-- [Tag & response system](#tag--response-system)
-- [Panel system](#panel-system)
-- [Channel renames & moves (rate limits)](#channel-renames--moves-rate-limits)
-- [Project structure](#project-structure)
-- [Database collections](#database-collections)
-- [HTTP: healthcheck & optional API](#http-healthcheck--optional-api)
-- [Gmail OAuth refresh token](#gmail-oauth-refresh-token)
-- [Documentation in `docs/`](#documentation-in-docs)
-- [Development & CI](#development--ci)
-- [Troubleshooting](#troubleshooting)
-- [References](#references)
-- [License](#license)
-
----
-
-## Features
-
-### Email → Discord
-
-- Polls Gmail about every **30 seconds** for new unread **primary** mail (`gmail-poll.js`).
-- Creates a **Discord text channel** (or thread, per guild settings) per email ticket, with overflow category support when a category is full.
-- Detects **game** from subject/body using `GAME_LIST` and built-in aliases in `config.js`.
-- Posts welcome + action **buttons** (Close, Claim, Escalate / De-escalate where applicable).
-
-### Discord → Gmail
-
-- For **email-sourced** tickets, staff messages in the ticket channel are **forwarded** to the customer via Gmail (threaded).
-- **Discord-only** tickets (`gmailThreadId` prefix `discord-` / `discord-msg-`) do not use Gmail for replies; conversation stays in Discord.
-
-### Ticket management
-
-- **Claim / Unclaim** via buttons (not slash commands); optional claim overwrite, **claim timeout**, and auto-unclaim.
-- **Priority** (`low` / `normal` / `medium` / `high`) with configurable emojis and `/priority`.
-- **Escalation**: tier 2 and tier 3 categories (separate IDs for email vs Discord where configured); slash `/escalate` and in-channel buttons.
-- **De-escalation** one step at a time (`/deescalate` or button).
-- **Close** with confirmation; **force-close** for admins.
-- **Transcripts** posted to a configured channel; closure email for email tickets.
-- **Auto-close**, **inactivity reminders**, **auto-unclaim** (all optional via env).
-
-### Staff notifications & alerts (optional)
-
-- **Per-staff notification channels**: **`/notification add`** creates a **dedicated text channel** per staff member under `STAFF_NOTIFICATION_CATEGORY_ID` and stores it in **`StaffNotification`** (MongoDB). When a **non-staff** user replies in a ticket claimed by someone with a notification channel, the bot posts an alert there (subject to **per-ticket cooldown** via `/notification set` or admin **`/staffnotification`**).
-- **Unclaimed digests**: a background job runs **every 30 minutes** and, if `UNCLAIMED_REMINDER_THRESHOLDS` is set, posts **unclaimed ticket** digests to those same channels when tickets cross age thresholds.
-- **DM reply alerts**: **`/notifydm`** toggles optional **DM** alerts to the claimer on customer reply (separate from the notification channel); stored in **`StaffSettings`**.
-- **Staff threads** (optional): when `STAFF_THREAD_ENABLED` is true, each ticket channel can get a private **staff-only thread** named `STAFF_THREAD_NAME`; on claim, the claimer can be added to that thread, and (optionally) all members of `STAFF_THREAD_ROLE_ID` are auto-added.
-- **Pins** (optional): `PIN_INITIAL_MESSAGE_ENABLED` and `PIN_ESCALATION_MESSAGE_ENABLED` enable auto-pinning of the ticket welcome message and escalation messages; `PIN_SUPPRESS_SYSTEM_MESSAGE` hides the default “X pinned a message” system notice.
-- **Chat monitoring & surge detection**: see [Patterns, surge & chat alerts](#patterns-surge--chat-alerts) for automatic alerts about busy chats, surging games, backlogs, and no-staff situations.
-
-See [Staff notification channels](#staff-notification-channels--reply-alerts) and [Patterns, surge & chat alerts](#patterns-surge--chat-alerts) for details.
-
-**Note:** Older docs referred to per-staffer **mirror** channels driven by `STAFF_CATEGORIES`. In current `config.js` that map is **deprecated and always empty**, and **`createStaffChannel` is not called** from the claim flow—**`staffChannelId` on tickets is effectively unused.** Reply alerts use **`StaffNotification`** channels instead, and staff discussion happens in optional **staff threads**.
-
-### Extras
-
-- **`/panel`**: “Open ticket” UI (modal collects email, game, description).
-- **`/tag`**: ticket category dropdown; **`/response`**: saved templates with variable substitution.
-- **`/setup`**: setup wizard for guild defaults.
-- **`/accountinfo`**: website account lookup (email or Discord user).
-- **`/stats`**, **`/search`**, **`/backup`**, **`/export`**, **`/email-routing`**.
-- **Context menus**: create ticket from message; view user tickets.
-- **Optional REST API** under `/api` when the relevant API key env vars are set (see `.env.example`).
-
----
-
-## Architecture
-
-```
-┌─────────────────────────────────────────────────────────────────┐
-│                     BROCCOLINI BOT                               │
-├─────────────────────────────────────────────────────────────────┤
-│  Gmail (inbox) ──► gmail-poll.js ──► Discord ticket channels     │
-│                           │                    ▲                 │
-│                           ▼                    │                 │
-│                    services/gmail.js ◄── handlers/messages.js    │
-│                    services/tickets.js      handlers/buttons.js │
-│                    services/channelQueue.js                      │
-│                    services/staffNotifications.js                  │
-│                           │                                      │
-│                           ▼                                      │
-│                    MongoDB (Mongoose) ◄── models.js              │
-│                                                                  │
-│  Express: GET / → "Active" ; optional /api → routes/             │
-└─────────────────────────────────────────────────────────────────┘
-```
-
-**Typical email ticket lifecycle**
-
-1. New unread mail → poll creates Discord channel + `Ticket` document.
-2. Staff reply in channel → message handler sends Gmail reply (email tickets only).
-3. Close confirmed → transcript, optional closure email, channel delete; DB marked closed.
-
----
-
-## Prerequisites
-
-| Requirement | Notes |
-|-------------|--------|
-| **Node.js** | **18+**; Docker image uses **20** (`Dockerfile`). |
-| **npm** | `npm install` locally; `npm ci --omit=dev` in Docker. |
-| **MongoDB** | Self-hosted; `MONGODB_URI` required at startup. |
-| **Discord application** | Bot token, application ID; intents: **Message Content**, **Server Members**; also Guilds + Guild Messages. |
-| **Google Cloud** | Gmail API enabled; OAuth2 client ID/secret + refresh token for the support mailbox. |
 
 ---
 
 ## Quick start
 
 ```bash
-git clone <your-repo-url>
+git clone <repo-url>
 cd broccolini-bot
 npm install
 cp .env.example .env
+# fill DISCORD_TOKEN, DISCORD_APPLICATION_ID, DISCORD_GUILD_ID, TICKET_CATEGORY_ID,
+# ROLE_ID_TO_PING, MONGODB_URI, GOOGLE_CLIENT_ID/SECRET, REFRESH_TOKEN, MY_EMAIL
+npm start
 ```
 
-1. Fill **Discord** (`DISCORD_TOKEN` or `DISCORD_BOT_TOKEN`, `DISCORD_APPLICATION_ID`, `DISCORD_GUILD_ID`, categories, `ROLE_ID_TO_PING`, transcript/log channels).
+Need a Gmail refresh token? `node get-refresh-token.js` (redirect URI `http://localhost:3000/oauth2callback`). Probe Mongo with `npm run test-mongodb`.
-2. Fill **MongoDB** (`MONGODB_URI`).
-3. Fill **Google** OAuth (`GOOGLE_CLIENT_ID`, `GOOGLE_CLIENT_SECRET`, `REFRESH_TOKEN`, `MY_EMAIL`) — use `node get-refresh-token.js` once if needed.
-4. Run `npm start`.
-5. In Discord, use **`/setup`** or verify categories and roles manually.
 
-Restart after **any** `.env` change. After changing **slash command definitions**, restart so **`registerCommands()`** re-registers with Discord.
+Restart the bot after any `.env` change. Restart also re-registers slash commands.
 
----
+## Deploy (Docker)
 
-## Installation
+```bash
+docker compose up --build -d
+docker logs broccolini --tail 50 -f
+```
 
-Same as quick start. Optional:
+Host port `8892` → container `5000` (`DISCORD_ONLY_PORT`).
-
-- **Test env:** copy `.env.test.example` → `.env.test`. On **Unix shells**: `npm run start:test` (sets `ENV_FILE`). On **Windows PowerShell**: `$env:ENV_FILE='.env.test'; node broccolini-discord.js` (or set `ENV_FILE` in the environment your process manager uses). **`npm run test-mongodb:test`** has the same `ENV_FILE` pattern.
-- **1Password CLI:** `npm run start:1p` / `start:test:1p` inject secrets (see [docs/setup/1PASSWORD.md](docs/setup/1PASSWORD.md)).
-
-**Do not commit** `.env` or `.env.test`. AI/agents should not edit production `.env` without explicit approval; see [ENV_AND_SECURITY.md](docs/setup/ENV_AND_SECURITY.md).
-
----
 
 ## Configuration
 
-Configuration is **environment variables** only, loaded in [`config.js`](config.js) as `CONFIG`. Names below match `.env.example` unless noted.
+All config is environment variables loaded by `config.js` into `CONFIG`. The full list — with descriptions and defaults — lives in [`.env.example`](.env.example). Highlights:
-
+
-### Discord (core)
+| Variable | Notes |
-
+|----------|-------|
-| Variable | Required | Description |
+| `DISCORD_TOKEN` / `DISCORD_BOT_TOKEN` | Bot token. First non-empty after trim wins. |
-|----------|----------|-------------|
+| `DISCORD_APPLICATION_ID`, `DISCORD_GUILD_ID` | Required for slash command registration. |
-| `DISCORD_TOKEN` | Yes* | Bot token (*or `DISCORD_BOT_TOKEN`, first non-empty wins after trim). |
+| `TICKET_CATEGORY_ID` | Default category for email tickets. Validated at startup. |
-| `DISCORD_APPLICATION_ID` | Yes | Used as `CLIENT_ID` for REST command registration. |
+| `DISCORD_TICKET_CATEGORY_ID` | Category for Discord panel/context tickets (falls back to `TICKET_CATEGORY_ID`). |
-| `DISCORD_GUILD_ID` | Yes | Guild where slash commands are registered. |
+| `ROLE_ID_TO_PING` | Support role pinged on new tickets. |
-| `TICKET_CATEGORY_ID` | Yes | Default category for **email** tickets (startup validates this). |
+| `MONGODB_URI` | Mongo connection string. |
-| `DISCORD_TICKET_CATEGORY_ID` | No | Category for **Discord** panel/context tickets (falls back to `TICKET_CATEGORY_ID`). |
+| `GOOGLE_CLIENT_ID` / `GOOGLE_CLIENT_SECRET` / `REFRESH_TOKEN` / `MY_EMAIL` | Gmail OAuth + canonical inbox address. |
-| `EMAIL_THREAD_CHANNEL_ID` / `DISCORD_THREAD_CHANNEL_ID` | No | Parent **text** channels for thread-style tickets, when used. |
+| `RENAMER_BOT` | Optional secondary token used for channel renames. |
-| `EMAIL_TICKET_OVERFLOW_CATEGORY_IDS` | No | Comma-separated extra categories when the main is full (50 channels). |
+| `INTERNAL_API_SECRET` / `INTERNAL_API_PORT` | Enable the internal config API used by the settings UI. |
-| `DISCORD_TICKET_OVERFLOW_CATEGORY_IDS` | No | Same for Discord ticket category. |
+
-| `ROLE_ID_TO_PING` | Yes | Support role pinged on new tickets; alias `ROLE_TO_PING_ID` in code. |
+## Slash commands
-| `ADDITIONAL_STAFF_ROLES` | No | Extra role IDs treated as staff for commands. |
+
-| `BLACKLISTED_ROLES` | No | Roles blocked from opening tickets. |
+| Command | Purpose |
-| `TRANSCRIPT_CHANNEL_ID` | No | Where transcripts are posted on close. |
+|---------|---------|
-| `LOGGING_CHANNEL_ID` | No | Ticket lifecycle logs. |
+| `/escalate`, `/deescalate` | Move ticket between tier 2/3 categories. |
-| `DEBUGGING_CHANNEL_ID` | No | Optional error/debug forwarding. |
+| `/add`, `/remove` | Add/remove user from current ticket channel. |
-| `BACKUP_EXPORT_CHANNEL_ID` | No | Target for `/backup` and `/export`. |
+| `/transfer` | Hand the claim to another staff member. |
-| `ACCOUNT_INFO_CHANNEL_ID` | No | Account info flows. |
+| `/move` | Reparent the channel to another category. |
-
+| `/force-close`, `/cancel-close`, `/closetimer` | Force-close flow with cancellable countdown. |
-### Escalation categories
+| `/topic` | Set channel topic. |
-
+| `/response` | Saved reply templates (`send`, `create`, `edit`, `delete`, `list`). |
-| Variable | Description |
+| `/panel` | Post an "Open ticket" panel button (thread / category / both). |
-|----------|-------------|
+| `/notifydm` | Toggle DM alerts when a customer replies in your claimed ticket. |
-| `EMAIL_ESCALATED_CATEGORY_ID` | Legacy fallback; alias `ESCALATED_CATEGORY_ID`. |
+| `/signature` | Personal email signature (valediction, display name, tagline). |
-| `DISCORD_ESCALATED_CATEGORY_ID` | Discord fallback tier-2–style bucket. |
+| `/staffthread` | Toggle / configure staff-only threads on tickets. |
-| `DISCORD_ESCALATED2_CHANNEL_ID` | Tier **2** placement for Discord tickets (or + fallback category). |
+| `/pinmessages` | Auto-pin welcome / escalation messages. |
-| `EMAIL_ESCALATED2_CHANNEL_ID` | Tier **2** for email tickets (env name says CHANNEL for legacy reasons). |
+| `/gmailpoll` | Set the Gmail poll interval at runtime. |
-| `DISCORD_ESCALATED3_CHANNEL_ID` | Tier **3** Discord. |
+| `/help` | In-bot summary. |
-| `EMAIL_ESCALATED3_CHANNEL_ID` | Tier **3** email. |
+
-
+Plus context menus: **Create Ticket From Message**, **View User Tickets**.
-Slash `/escalate` and buttons require the appropriate tier IDs for **non-thread** channels (threads skip category moves).
+
-
+## Settings UI (optional)
-### Staff notifications, claimer display, admin
+
-
+`settings-site/` is a separate Express app that talks to the bot's internal config API over the `broccoli-net` Docker network using `INTERNAL_API_SECRET`. It is **not** part of this bot's process. See [`settings-site/CLAUDE.md`](settings-site/CLAUDE.md).
-| Variable | Description |
-|----------|-------------|
-| `STAFF_NOTIFICATION_CATEGORY_ID` | Category where **`/notification add`** creates per-staffer notification channels. |
-| `STAFF_EMOJIS` | Comma-separated `discordUserId:emoji` pairs; used in **channel name** when a ticket is claimed. |
-| `CLAIMER_EMOJI_FALLBACK` | Emoji if the claimer has no `STAFF_EMOJIS` entry. |
-| `ADMIN_ID` | Discord user ID allowed to use **`/staffnotification`** (override cooldown for another member). |
-| `UNCLAIMED_REMINDER_THRESHOLDS` | Comma-separated **hours** (e.g. `1,2,4`); drives unclaimed ticket alerts into notification channels. |
-
-### Logging & observability
-
-| Variable | Description |
-|----------|-------------|
-| `GMAIL_LOG_CHANNEL_ID` | Channel for Gmail poll activity logs. |
-| `AUTOMATION_LOG_CHANNEL_ID` | Channel for auto-close/auto-unclaim/reminder logs. |
-| `RENAME_LOG_CHANNEL_ID` | Channel for channel rename queue logs. |
-| `SECURITY_LOG_CHANNEL_ID` | Channel for security/audit logs. |
-| `SYSTEM_LOG_CHANNEL_ID` | Channel for bot lifecycle logs (startup, shutdown, DB events). |
-
-### Pattern detection & surge/chat alerts
-
-Core behaviour is configured via `.env.example`; high level:
-
-- **Pattern detection** (`patternStore.js`, `patternChecker.js`):
-  - `USER_PATTERNS_CHANNEL_ID`, `GAME_PATTERNS_CHANNEL_ID`, `TAG_PATTERNS_CHANNEL_ID`, `ESCALATION_PATTERNS_CHANNEL_ID`, `STAFF_PATTERNS_CHANNEL_ID`, `COMBINED_PATTERNS_CHANNEL_ID` select where pattern embeds are posted.
-  - Threshold envs like `PATTERN_USER_TICKET_THRESHOLD`, `PATTERN_GAME_TICKET_THRESHOLD`, `PATTERN_UNCLAIMED_HOURS`, `PATTERN_ESCALATION_THRESHOLD`, `PATTERN_RAPID_CLOSE_SECONDS` tune when alerts fire.
-  - Windows (`today`, `week`, `month`) reset automatically via scheduled timers in `patternStore.scheduleResets()`.
-- **Surge detection** (`surgeChecker.js`):
-  - `ALL_STAFF_CHANNEL_ID` is the primary surge-alert channel; `SURGE_ROLE_ID` is pinged when set.
-  - `SURGE_TICKET_COUNT` / `SURGE_TICKET_WINDOW_MINUTES`, `SURGE_GAME_TICKET_COUNT` / `SURGE_GAME_TICKET_WINDOW_MINUTES`, `SURGE_STALE_*`, `SURGE_NEEDS_RESPONSE_*`, `SURGE_UNCLAIMED_*`, `SURGE_TIER3_UNCLAIMED_MINUTES`, `SURGE_COOLDOWN_MINUTES` control volume/backlog alerts.
-  - `SURGE_NO_STAFF_OPEN_TICKET_THRESHOLD`, `SURGE_NO_STAFF_COOLDOWN_MINUTES`, `STAFF_IDS`, and `STAFF_DND_COUNTS_AS_AVAILABLE` drive “no staff available” alerts (presence-based with message activity fallback).
-- **Chat monitoring** (`chatAlertChecker.js`):
-  - `CHAT_ALERT_CHANNEL_IDS` lists channels to monitor.
-  - `CHAT_ALERT_MESSAGE_COUNT`, `CHAT_ALERT_HOURS_WITHOUT_RESPONSE`, `CHAT_ALERT_COOLDOWN_MINUTES` configure when to send chat-attention alerts to `ALL_STAFF_CHAT_ALERT_CHANNEL_ID`.
-
-### Google / Gmail
-
-| Variable | Required | Description |
-|----------|----------|-------------|
-| `GOOGLE_CLIENT_ID` | Yes | OAuth2 client ID. |
-| `GOOGLE_CLIENT_SECRET` | Yes | OAuth2 secret. |
-| `REFRESH_TOKEN` | Yes | Long-lived refresh for the inbox account. |
-| `MY_EMAIL` | Yes | Canonical support address (lowercased in config). |
-
-### MongoDB
-
-| Variable | Required |
-|----------|----------|
-| `MONGODB_URI` | Yes |
-
-Test: `npm run test-mongodb` (optionally with `ENV_FILE` / `.env.test` as above).
-
-### Server & optional HTTP API
-
-| Variable | Default | Description |
-|----------|---------|-------------|
-| `DISCORD_ONLY_PORT` | `5000` | Express listen port (`CONFIG.PORT`). |
-| `HEALTHCHECK_HOST` | *(all interfaces)* | e.g. `127.0.0.1` for local-only bind. |
-
-Additional variables for mounting **`/api`** (API key, CORS, etc.) are listed in `.env.example` if you use that integration.
-
-### Messaging & branding
-
-See `.env.example` for defaults: `ESCALATION_MESSAGE` (`{support_name}`), `TICKET_WELCOME_MESSAGE`, `TICKET_CLAIMED_MESSAGE` / `TICKET_UNCLAIMED_MESSAGE` (`{staff_mention}`, `{staff_name}`), `DISCORD_CLOSE_MESSAGE`, `DISCORD_TRANSCRIPT_MESSAGE` (`{channel_name}`, `{email}`, `{date_opened}`, `{date_closed}`), `EMAIL_SIGNATURE` (`\n` → `<br>`), embed color hex vars, button labels/emojis, `SUPPORT_NAME`, `LOGO_URL`.
-
-### Automation & limits
-
-- **Auto-close:** `AUTO_CLOSE_ENABLED`, `AUTO_CLOSE_AFTER_HOURS`, `AUTO_CLOSE_MESSAGE`.
-- **Reminders:** `REMINDER_ENABLED`, `REMINDER_AFTER_HOURS`, `REMINDER_MESSAGE` (`{ping}`, `{hours}`).
-- **Limits:** `GLOBAL_TICKET_LIMIT`, `TICKET_LIMIT_PER_CATEGORY`, `RATE_LIMIT_TICKETS_PER_USER`, `RATE_LIMIT_WINDOW_MINUTES`.
-- **Claim:** `ALLOW_CLAIM_OVERWRITE`, `AUTO_UNCLAIM_*`, `CLAIM_TIMEOUT_ENABLED`, `CLAIM_TIMEOUT_HOURS`.
-- **Priority:** `PRIORITY_ENABLED`, `DEFAULT_PRIORITY`, `PRIORITY_*_EMOJI`.
-
-### Game list
-
-`GAME_LIST=comma,separated,names` — used for detection/normalization in email handling (plus aliases in `config.js`).
-
-### Thread-style tickets (legacy)
-
-`USE_THREADS`, `THREAD_PARENT_CHANNEL` (see `.env.example`) — optional legacy paths; primary behavior is also governed by **`GuildSettings.emailRouting`** (`/email-routing`: `thread` | `category`).
-
----
-
-## Staff notification channels & reply alerts
-
-When `STAFF_NOTIFICATION_CATEGORY_ID` is set:
-
-1. **`/notification add`** (with a target member) creates a channel under that category and saves `userId` → `channelId` + default **cooldown** in **`StaffNotification`**.
-2. **`/notification set hours:`** (1–6) updates the cooldown between **reply alerts** for that user’s claimed tickets (same ticket keys off `gmailThreadId`).
-3. **`/staffnotification`** (admin, `ADMIN_ID`) sets cooldown for **another** staff member.
-4. On **messageCreate**, if the ticket has a `claimerId` and the author is **not** detected as having `ROLE_ID_TO_PING`, **`notifyStaffOfReply`** may post in the claimer’s notification channel (respecting cooldown).
-5. **Every 30 minutes**, **`notifyAllStaffUnclaimed`** evaluates open tickets with `claimedBy: null` against `UNCLAIMED_REMINDER_THRESHOLDS` and posts to all configured notification channels (tracks sent thresholds on the ticket in `unclaimedReminderssent`).
-
-**`/notifydm`** toggles **`StaffSettings.notifyDm`** for the invoking user; when enabled, claimers can also receive a **DM** on customer reply (in addition to any notification channel).
- 
----
- 
-## Broccolini settings page
- 
-The repo includes an optional **Broccolini settings** web UI under `settings-site/` for configuring the bot without editing `.env` directly.
- 
-- Runs as a small Express app (`settings-site/server.js`) on `SETTINGS_PORT` and talks to the bot’s internal API on `INTERNAL_API_PORT` using `INTERNAL_API_SECRET`.
-- Serves a password-protected dashboard (`SETTINGS_ADMIN_PASSWORD`) where you can adjust Discord channels, categories, Gmail credentials, ticket behavior, surge alerts, pattern thresholds, appearance, staff options, and advanced settings.
-- Changes are sent to the bot’s internal `/internal/config` endpoints and can be saved as pending, applied immediately, or saved and paired with an immediate or scheduled restart.
- 
-To use it, run `node settings-site/server.js` alongside the bot (or via Docker), set the `SETTINGS_*` and `INTERNAL_API_*` variables as in `.env.example`, and put it behind HTTPS with your preferred reverse proxy.
- 
----
- 
-## Running the bot (test and Docker)
-
-```bash
-npm start
-# or
-node broccolini-discord.js
-```
-
-**Test / alternate env file:** see [Installation](#installation) for `ENV_FILE` on Windows vs Unix.
-
-```bash
-npm run test-mongodb
-```
-
-**Docker** (see [`Dockerfile`](Dockerfile)):
-
-```bash
-docker build -t broccolini-bot .
-docker run --env-file .env -p 5000:5000 broccolini-bot
-```
-
-Ensure `MONGODB_URI` and Discord token are available inside the container. A sample [`docker-compose.yml`](docker-compose.yml) exists—adjust **ports** and **env_file** for your host (do not copy production-specific bind addresses into new deployments without review).
-
----
-
-## Discord commands
-
-Most commands require **staff** (`ROLE_ID_TO_PING` or `ADDITIONAL_STAFF_ROLES`). **`/help`** is available more broadly per registration.
-
-| Command | Description |
-|---------|-------------|
-| **`/setup`** | Guild setup wizard (panel, role, category, transcript channel, etc.). |
-| **`/panel`** | Post a ticket **Open** button in a channel (optional `type`: thread / category / both; custom title/description). |
-| **`/email-routing`** | Choose whether **new email** tickets create **threads** vs **category channels** (`GuildSettings` in DB). |
-| **`/escalate`** | **Required:** `level` (Tier 2 or Tier 3), `action` (`unclaim` clears `claimedBy` + `claimerId` after escalation, `keep` preserves claim). |
-| **`/deescalate`** | Step down one tier (tier 3 → 2 → normal). |
-| **`/notifydm`** | `setting`: `on` / `off` — DM when a **non-staff** user replies in a ticket you claimed. |
-| **`/notification`** | Subcommands: `set` (cooldown hours), `add` (create notification channel for a member). |
-| **`/staffnotification`** | Admin only (`ADMIN_ID`); override another member’s notification cooldown. |
-| **`/add`**, **`/remove`** | Add/remove user overwrites on the current ticket channel. |
-| **`/transfer`** | Set `claimedBy` to another staff member (must have staff role). |
-| **`/move`** | Move channel to another **category** (direct `setParent`). |
-| **`/force-close`** | Close without button confirmation (still archives transcript best-effort). |
-| **`/topic`** | Set Discord channel topic. |
-| **`/priority`** | `low` / `normal` / `medium` / `high`. |
-| **`/tag`** | Set ticket tag category from dropdown (choices from `TICKET_TAGS` in `config.js`). |
-| **`/response`** | Subcommands: `send`, `create`, `edit`, `delete`, `list` (saved responses). |
-| **`/accountinfo`** | Subcommands: `email`, `discord`. |
-| **`/search`** | Search tickets by email, subject, or number. |
-| **`/stats`** | Bot analytics snapshot. |
-| **`/backup`**, **`/export`** | Post exports to `BACKUP_EXPORT_CHANNEL_ID`. |
-| **`/help`** | In-bot command summary embed. |
-
-**Context menus**
-
-- **Create Ticket From Message** — opens a ticket prefilled from a message.
-- **View User Tickets** — lists recent tickets for a user (by sender tag match).
-
----
-
-## Ticket UI (buttons & modals)
-
-- **Open ticket** (panel): modal fields are **account email**, **game**, **description**.
-- In ticket channels: **Close**, **Claim/Unclaim**, **Escalate** (tier choice), **De-escalate** as built in [`utils/ticketComponents.js`](utils/ticketComponents.js) / [`handlers/buttons.js`](handlers/buttons.js).
-- **Email routing** and **tag delete** confirmations use additional button custom IDs.
-
----
-
-## Tag & response system
-
-### `/tag`
-
-Sets `ticketTag` from the fixed list in `config.js` (`TICKET_TAGS`). Channel naming may incorporate tag/priority emojis via ticket naming logic.
-
-### `/response`
-
-Templates support variables such as `{ticket.user}`, `{ticket.email}`, `{ticket.number}`, `{ticket.subject}`, `{staff.name}`, `{staff.mention}`, `{server.name}`, `{date}`, `{time}` (see [`utils.js`](utils.js) / handler docs).
-
----
-
-## Panel system
-
-1. Run **`/panel`** targeting a channel (and optional style: thread-only, category-only, or both buttons).
-2. User clicks **Open ticket** → modal → bot creates thread or channel per configuration.
-3. Welcome embeds + action row are posted; `Ticket` stores `discordThreadId`, `ticketNumber`, etc.
-
----
-
-## Channel renames & moves (rate limits)
-
-Discord allows **two renames per 10 minutes** per channel. The bot serializes renames/moves through [`services/channelQueue.js`](services/channelQueue.js) (`p-queue`). If rename is blocked, staff see a message with a **relative time** to retry.
-
----
-
-## Project structure
-
-```
-broccolini-bot/
-├── broccolini-discord.js      # Entry: Discord client, Express, Gmail poll interval, jobs
-├── config.js                  # Env → CONFIG (game lists, TICKET_TAGS, STAFF_EMOJIS map, …)
-├── db-connection.js           # Mongo connect + require models
-├── models.js                  # Mongoose schemas (Ticket, Tag, StaffSettings, StaffNotification, …)
-├── utils.js                   # Email/game helpers, template variables
-├── utils/ticketComponents.js  # Action row builders
-├── gmail-poll.js              # Ingest Gmail → Discord ticket creation
-├── get-refresh-token.js       # One-shot OAuth refresh token helper
-├── commands/register.js       # Slash + context menu registration (discord.js v14)
-├── handlers/
-│   ├── buttons.js             # Claim/close/modals/escalate buttons, ticket create modal
-│   ├── commands.js            # Slash handlers, runEscalation/runDeescalation
-│   ├── messages.js            # Staff ↔ Gmail relay; notifydm; notification alerts
-│   ├── accountinfo.js
-│   ├── analytics.js
-│   └── setup.js
-├── services/
-│   ├── gmail.js
-│   ├── tickets.js             # Auto-close, reminders, auto-unclaim, naming helpers
-│   ├── channelQueue.js        # enqueueRename / enqueueMove
-│   ├── staffChannel.js        # Legacy mirror helpers (unused in current claim flow)
-│   ├── staffNotifications.js  # Reply alerts + unclaimed reminders
-│   ├── staffSettings.js       # notifydm prefs
-│   ├── guildSettings.js
-│   └── debugLog.js
-├── routes/                    # Optional Express `/api` routes
-├── api/                       # Bot client accessor for HTTP layer
-├── scripts/                   # Maintenance / one-off utilities
-├── docs/                      # Deeper guides (setup, security, MongoDB, API notes)
-├── Dockerfile
-├── docker-compose.yml
-├── package.json
-└── .env.example / .env.test.example
-```
-
----
-
-## Database collections
-
-| Model / collection | Role |
-|--------------------|------|
-| **Ticket** | Gmail thread id, Discord channel/thread id, status, priority, claim (`claimedBy` display label, `claimerId`), legacy `staffChannelId`, escalation tier, `welcomeMessageId`, `ticketTag`, `unclaimedReminderssent`, etc. |
-| **TicketCounter** | Per-sender local counters (legacy paths). |
-| **Transcript** | Links closed tickets to transcript message IDs. |
-| **Tag** | Saved response name + content. |
-| **GuildSettings** | e.g. `emailRouting`: `thread` \| `category`. |
-| **StaffSettings** | Per-user `notifyDm` (+ `guildId`, `updatedAt`). |
-| **StaffNotification** | Per-user `channelId`, `cooldownHours` for reply/unclaimed alerts. |
-| **CloseRequest** | Pending close workflow if used. |
-| **User**, **Host**, **DashboardMetrics**, **ErrorLog** | Shared / website-era schemas in the same `models.js` file. |
-
----
-
-## HTTP: healthcheck & optional API
-
-- **`GET /`** → plain text **`Active`** (intended for load balancers / Docker `HEALTHCHECK`).
-- **`/api/*`** is registered **only after** the bot is `ready` and the optional HTTP API is enabled via env (see `.env.example`). JSON body parsing is enabled; auth uses a Bearer token from configuration. Route definitions live under `routes/` in this repo.
-
----
-
-## Gmail OAuth refresh token
-
-```bash
-node get-refresh-token.js
-```
-
-Requires `GOOGLE_CLIENT_ID` and `GOOGLE_CLIENT_SECRET` in `.env`, and redirect URI **`http://localhost:3000/oauth2callback`** registered on the Google OAuth client. Paste the printed refresh token into `.env` as `REFRESH_TOKEN`.
-
----
-
-## Documentation in `docs/`
-
-Index: **[docs/README.md](docs/README.md)**. Highlights:
-
-| Doc | Topic |
-|-----|--------|
-| [ENV_AND_SECURITY.md](docs/setup/ENV_AND_SECURITY.md) | Secrets, test env, agent rules |
-| [MONGODB_SETUP.md](docs/setup/MONGODB_SETUP.md) | Database |
-| [QUICKSTART.md](docs/setup/QUICKSTART.md) | First-time orientation |
-| [PROJECT_STRUCTURE.md](docs/setup/PROJECT_STRUCTURE.md) | Layout (may overlap this README) |
-| [1PASSWORD.md](docs/setup/1PASSWORD.md) | 1Password CLI for `npm run start:1p` |
-
----
-
-## Development & CI
-
-This repo includes [`.gitlab-ci.yml`](.gitlab-ci.yml) with GitLab **SAST** and **secret detection** templates. Adjust or extend stages in GitLab as needed for your fork.
-
----
 
 ## Troubleshooting
 
-| Symptom | Checks |
+| Symptom | Check |
-|---------|--------|
+|---------|-------|
-| **Commands missing** | Correct `DISCORD_APPLICATION_ID` + `DISCORD_GUILD_ID`; **restart** bot; Discord can take time to sync. |
+| Slash commands missing | Correct `DISCORD_APPLICATION_ID` + `DISCORD_GUILD_ID`; restart; Discord can take a minute to sync. |
-| **Gmail not ingesting** | `REFRESH_TOKEN`, API enablement, inbox auth; regenerate token if revoked. |
+| Gmail not ingesting | `REFRESH_TOKEN` valid? Auth failure halts polling — re-auth and restart. |
-| **MongoDB errors** | `MONGODB_URI`, `npm run test-mongodb`. |
+| Mongo errors at startup | `MONGODB_URI` reachable? `npm run test-mongodb` to confirm. |
-| **Channels not creating** | Bot **Manage Channels** in ticket categories; category not full (50) unless overflow set. |
+| Channel rename "too quickly" | Discord limit is 2 renames/10 min per channel — the queue serializes; wait it out. |
-| **Modal / button no response** | Intents + permissions; bot online; check `DEBUGGING_CHANNEL_ID` / console. |
+| Modal/button no response | Bot online + intents enabled; check `DEBUGGING_CHANNEL_ID` / container logs. |
-| **Renames “too quickly”** | Discord rename cooldown; wait for channel queue / timestamp in bot message. |
-| **Test script env on Windows** | `npm run start:test` sets `ENV_FILE` Unix-style; use PowerShell `ENV_FILE` + `node` if the script fails. |
-
----
-
-## References
-
-| Technology | Link |
-|------------|------|
-| discord.js v14 | [discord.js guide](https://discordjs.guide/) |
-| Google APIs (Gmail) | [googleapis Node](https://github.com/googleapis/google-api-nodejs-client) |
-| Mongoose | [mongoosejs.com](https://mongoosejs.com/) |
-| Express | [expressjs.com](https://expressjs.com/) |
-
----
 
 ## License
 

api/botClient.js

@@ -1,15 +0,0 @@
-/**
- * bOSScord API: reference to the Discord bot client.
- * Set in broccolini-discord.js when client fires "ready"; read by bosscord routes.
- */
-let botClient = null;
-
-function setBot(client) {
-  botClient = client;
-}
-
-function getBot() {
-  return botClient;
-}
-
-module.exports = { setBot, getBot };

broccolini-discord.js

@@ -2,7 +2,7 @@
  * Entry point – initializes the Discord bot, wires event handlers,
  * connects to MongoDB, starts Gmail polling, and runs the Express healthcheck.
  */
-const { Client, GatewayIntentBits, Partials } = require('discord.js');
+const { Client, GatewayIntentBits, Partials, MessageFlags } = require('discord.js');
 const express = require('express');
 const { connectMongoDB, closeMongoDB } = require('./db-connection');
 const { CONFIG } = require('./config');
@@ -11,21 +11,15 @@ const { mongoose } = require('./db-connection');
 // Handlers
 const { handleButton, handleTicketModal } = require('./handlers/buttons');
 const { handleCommand, handleContextMenu, handleAutocomplete } = require('./handlers/commands');
+const { requireStaffRole } = require('./handlers/commands/helpers');
 const { handleDiscordReply } = require('./handlers/messages');
 
 // Services & jobs
 const { sendTicketClosedEmail } = require('./services/gmail');
 const { checkAutoClose, checkAutoUnclaim, reconcileDeletedTicketChannels, resumePendingDeletes } = require('./services/tickets');
 const { registerCommands } = require('./commands/register');
-// Holds a reference to the Discord client for the settings-site /internal/discord/guild lookup.
-const { setBot } = require('./api/botClient');
 const { poll } = require('./gmail-poll');
-const { setClient: setDebugClient, logError, logSystem } = require('./services/debugLog');
+const { setClient: setDebugClient, logError } = require('./services/debugLog');
-
-// Re-export utilities for any external consumers
-const { sendGmailReply } = require('./services/gmail');
-const { getNextTicketNumber } = require('./services/tickets');
-const { getCleanBody, detectGame, stripEmailQuotes, stripMobileFooter, htmlToTextWithBlocks } = require('./utils');
 
 let gmailPollInterval = null;
 // Track all background setInterval handles so shutdown can clear them.
@@ -93,7 +87,7 @@ const client = new Client({
 
 // --- EVENT: interactionCreate ---
 async function safeReplyError(interaction) {
-  const payload = { content: 'Something went wrong.', ephemeral: true };
+  const payload = { content: 'Something went wrong.', flags: MessageFlags.Ephemeral };
   if (interaction.deferred || interaction.replied) {
     await interaction.followUp(payload).catch(() => {});
   } else {
@@ -117,6 +111,9 @@ client.on('interactionCreate', async interaction => {
   }
 
   if (interaction.isModalSubmit() && interaction.customId.startsWith('signature_modal_')) {
+    // Staff-only: /signature shows this modal, which is gated; double-gate the
+    // submit path in case an attacker crafts the submission directly.
+    if (await requireStaffRole(interaction)) return;
     // Handle signature modal submit
     try {
       const valediction = interaction.fields.getTextInputValue('valediction');
@@ -139,13 +136,13 @@ client.on('interactionCreate', async interaction => {
       
       await interaction.reply({ 
         content: 'Signature settings saved successfully!', 
-        ephemeral: true 
+        flags: MessageFlags.Ephemeral 
       });
     } catch (err) {
       console.error('Signature modal submit error:', err);
       await interaction.reply({ 
         content: 'Failed to save signature settings.', 
-        ephemeral: true 
+        flags: MessageFlags.Ephemeral 
       });
     }
     return;
@@ -172,6 +169,14 @@ client.on('messageCreate', async msg => {
   await handleDiscordReply(msg);
 });
 
+// HTTP server handles + readiness flag. Assigned inside the ready callback
+// (httpServer, appReady) and the INTERNAL_API_SECRET branch below
+// (internalServer); declared here so they're visible to the ready callback,
+// the express middleware below, and the shutdown handler at the bottom.
+let httpServer = null;
+let internalServer = null;
+let appReady = false;
+
 client.once('ready', async () => {
   if (!process.env.MONGODB_URI) {
     console.error('MONGODB_URI is not set in .env. Broccolini Bot requires MongoDB.');
@@ -179,7 +184,6 @@ client.once('ready', async () => {
   }
   await connectMongoDB(process.env.MONGODB_URI);
   setDebugClient(client);
-  setBot(client);
   const healthcheckHost = CONFIG.HEALTHCHECK_HOST || undefined;
   httpServer = app.listen(CONFIG.PORT, healthcheckHost, () => {
     console.log(`Healthcheck server listening on ${healthcheckHost || '*'}:${CONFIG.PORT}`);
@@ -229,18 +233,6 @@ client.once('ready', async () => {
   console.log('✓ Memory sweeps registered: every 6 hours (unref\'d)');
 
   console.log('✓ Discord bot ready. Tag:', client.user.tag);
-
-  logSystem('Bot online', [
-    { name: 'Guild', value: guild ? `${guild.name} (${guild.id})` : 'N/A' },
-    { 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 (${CONFIG.AUTO_UNCLAIM_AFTER_HOURS}h)` : 'disabled' },
-    { name: 'Gmail log', value: CONFIG.GMAIL_LOG_CHANNEL_ID ? 'configured' : 'not configured' },
-    { name: 'Automation log', value: CONFIG.AUTOMATION_LOG_CHANNEL_ID ? 'configured' : 'not configured' },
-    { name: 'Staff threads', value: CONFIG.STAFF_THREAD_ENABLED ? `enabled (name: "${CONFIG.STAFF_THREAD_NAME}")` : 'disabled' },
-    { name: 'Pin initial message', value: CONFIG.PIN_INITIAL_MESSAGE_ENABLED ? 'enabled' : 'disabled' },
-    { name: 'Pin escalation message', value: CONFIG.PIN_ESCALATION_MESSAGE_ENABLED ? 'enabled' : 'disabled' }
-  ]).catch(() => {});
 });
 
 client.login(CONFIG.DISCORD_TOKEN);
@@ -248,7 +240,7 @@ client.login(CONFIG.DISCORD_TOKEN);
 const app = express();
 app.use(express.json());
 // Reject API traffic with 503 until ready event has fired and routes are mounted.
-let appReady = false;
+// (appReady is declared at module top so the ready callback can flip it.)
 app.use((req, res, next) => {
   if (!appReady && req.path.startsWith('/api')) {
     return res.status(503).json({ error: 'Bot is starting; API not ready yet.' });
@@ -263,8 +255,6 @@ const internalApi = require('./routes/internalApi');
 const internalApp = express();
 internalApp.use('/internal', internalApi);
 
-let httpServer = null;
-let internalServer = null;
 if (CONFIG.INTERNAL_API_SECRET) {
   // Must bind all-interfaces inside the bot container: the settings-site is a
   // separate container on broccoli-net and reaches this API over the docker
@@ -284,10 +274,7 @@ let shuttingDown = false;
 async function handleShutdown(signal) {
   if (shuttingDown) return;
   shuttingDown = true;
-  await Promise.race([
+  console.log(`Bot shutting down (${signal})`);
-    logSystem('Bot shutting down', [{ name: 'Signal', value: signal }]),
-    new Promise(r => setTimeout(r, 2000))
-  ]);
   for (const handle of activeIntervals) {
     try { clearInterval(handle); } catch (_) {}
   }
@@ -313,13 +300,5 @@ module.exports = {
   client,
   setGmailPollInterval,
   clearGmailPollInterval,
-  trackTimeout,
+  trackTimeout
-  sendGmailReply,
-  sendTicketClosedEmail,
-  getNextTicketNumber,
-  getCleanBody,
-  detectGame,
-  stripEmailQuotes,
-  stripMobileFooter,
-  htmlToTextWithBlocks
 };

commands/register.js

@@ -357,8 +357,6 @@ async function registerCommands() {
           .setDescription('Poll interval')
           .setRequired(true)
           .addChoices(
-            { name: '5s', value: '5' },
-            { name: '10s', value: '10' },
             { name: '30s', value: '30' },
             { name: '45s', value: '45' },
             { name: '1m', value: '60' },

config.js

@@ -1,25 +1,9 @@
 /**
  * Broccolini Bot configuration and game lists.
- * Load dotenv so env is available when this module is required first.
- * dotenv-expand resolves ${NGROK_URL} etc. in .env.
  *
  * Never commit .env; agents must not modify .env without explicit user confirmation.
  */
-const path = require('path');
+require('dotenv').config({ debug: process.env.NODE_ENV === 'development' });
-const dotenv = require('dotenv');
-const dotenvExpand = require('dotenv-expand');
-
-const parsed = dotenv.config({ debug: process.env.NODE_ENV === 'development' });
-dotenvExpand.expand(parsed);
-// Also load repo-root .env; only non-empty values override (so empty DISCORD_BOT_TOKEN= in root does not wipe app .env)
-const rootEnv = path.resolve(process.cwd(), '..', '.env');
-const rootParsed = dotenv.config({ path: rootEnv });
-if (!rootParsed.error && rootParsed.parsed) {
-  for (const [k, v] of Object.entries(rootParsed.parsed)) {
-    if (v != null && String(v).trim() !== '') process.env[k] = v;
-  }
-  dotenvExpand.expand(rootParsed);
-}
 
 function toInt(v, fallback) {
   const n = parseInt(v, 10);
@@ -31,23 +15,12 @@ const CONFIG = {
   DISCORD_GUILD_ID: process.env.DISCORD_GUILD_ID || null,
   TICKET_CATEGORY_ID: process.env.TICKET_CATEGORY_ID,
   TICKET_CATEGORY_NAME: process.env.TICKET_CATEGORY_NAME || 'Open Tickets',
-  TICKET_T2_CATEGORY_NAME: process.env.TICKET_T2_CATEGORY_NAME || 'Tier 2 Escalated Tickets',
-  TICKET_T3_CATEGORY_NAME: process.env.TICKET_T3_CATEGORY_NAME || 'Tier 3 Escalated Tickets',
-  EMAIL_TICKET_OVERFLOW_CATEGORY_IDS: (process.env.EMAIL_TICKET_OVERFLOW_CATEGORY_IDS || '')
-    .split(',')
-    .map(s => s.trim())
-    .filter(Boolean),
   DISCORD_TICKET_CATEGORY_ID: process.env.DISCORD_TICKET_CATEGORY_ID || process.env.TICKET_CATEGORY_ID,
-  DISCORD_TICKET_OVERFLOW_CATEGORY_IDS: (process.env.DISCORD_TICKET_OVERFLOW_CATEGORY_IDS || '')
-    .split(',')
-    .map(s => s.trim())
-    .filter(Boolean),
   ROLE_ID_TO_PING: process.env.ROLE_ID_TO_PING,
   ROLE_TO_PING_ID: process.env.ROLE_ID_TO_PING || process.env.ROLE_TO_PING_ID,
-  TRANSCRIPT_CHAN: process.env.TRANSCRIPT_CHANNEL_ID,
+  TRANSCRIPT_CHANNEL_ID: process.env.TRANSCRIPT_CHANNEL_ID,
-  LOG_CHAN: process.env.LOGGING_CHANNEL_ID,
+  LOGGING_CHANNEL_ID: process.env.LOGGING_CHANNEL_ID,
   DEBUGGING_CHANNEL_ID: process.env.DEBUGGING_CHANNEL_ID || null,
-  DISCORD_CHANNEL_ID: process.env.DISCORD_CHANNEL_ID || null,
   CLIENT_ID: process.env.DISCORD_APPLICATION_ID,
   REFRESH_TOKEN: process.env.REFRESH_TOKEN,
   MY_EMAIL: (process.env.MY_EMAIL || '').toLowerCase(),
@@ -75,9 +48,7 @@ const CONFIG = {
   DISCORD_AUTO_CLOSE_MESSAGE: process.env.DISCORD_AUTO_CLOSE_MESSAGE || 'This ticket was closed due to inactivity. If you still need assistance, please open a new ticket.',
   AUTO_CLOSE_ENABLED: process.env.AUTO_CLOSE_ENABLED === 'true',
   AUTO_CLOSE_AFTER_HOURS: toInt(process.env.AUTO_CLOSE_AFTER_HOURS, 72),
-  AUTO_CLOSE_MESSAGE: process.env.AUTO_CLOSE_MESSAGE || 'This ticket has been automatically closed due to inactivity.',
   GLOBAL_TICKET_LIMIT: toInt(process.env.GLOBAL_TICKET_LIMIT, 5),
-  TICKET_LIMIT_PER_CATEGORY: toInt(process.env.TICKET_LIMIT_PER_CATEGORY, 3),
   RATE_LIMIT_TICKETS_PER_USER: toInt(process.env.RATE_LIMIT_TICKETS_PER_USER, 0),
   RATE_LIMIT_WINDOW_MINUTES: toInt(process.env.RATE_LIMIT_WINDOW_MINUTES, 60),
   BLACKLISTED_ROLES: (process.env.BLACKLISTED_ROLES || '').split(',').map(r => r.trim()).filter(Boolean),
@@ -103,7 +74,6 @@ const CONFIG = {
   BUTTON_EMOJI_CLAIM: process.env.BUTTON_EMOJI_CLAIM || '📌',
   BUTTON_EMOJI_UNCLAIM: process.env.BUTTON_EMOJI_UNCLAIM || '🔓',
   EMBED_COLOR_OPEN: toInt(process.env.EMBED_COLOR_OPEN, 0x00FF00),
-  EMBED_COLOR_CLOSED: toInt(process.env.EMBED_COLOR_CLOSED, 0xFF0000),
   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),
@@ -142,42 +112,8 @@ const GAME_ALIASES = {
   CS2: 'Counter-Strike 2'
 };
 
-const GAME_NAME_TO_KEY = {
-  'Project Zomboid': 'project_zomboid',
-  'Satisfactory': 'satisfactory',
-  'Palworld': 'palworld',
-  'Minecraft': 'minecraft',
-  'Valheim': 'valheim',
-  'Enshrouded': 'enshrouded',
-  '7 Days to Die': '7_days_to_die',
-  'Hytale': 'hytale',
-  'ICARUS': 'icarus',
-  'Abiotic Factor': 'abiotic_factor',
-  'ARK: Survival Evolved': 'ark_survival_evolved',
-  'Conan Exiles': 'conan_exiles',
-  'Core Keeper': 'core_keeper',
-  'Counter-Strike 2': 'counter_strike_2',
-  'DayZ': 'dayz',
-  'ECO': 'eco',
-  'Factorio': 'factorio',
-  'FiveM': 'fivem',
-  'The Front': 'the_front',
-  "Garry's Mod": 'garrys_mod',
-  'Necesse': 'necesse',
-  'Rust': 'rust',
-  'Sons of the Forest': 'sons_of_the_forest',
-  'Soulmask': 'soulmask',
-  'Star Rupture': 'star_rupture',
-  'Terraria': 'terraria',
-  'VEIN': 'vein',
-  'Vintage Story': 'vintage_story',
-  'Voyagers of Nera': 'voyagers_of_nera',
-  'V Rising': 'v_rising'
-};
-
 module.exports = {
   CONFIG,
   GAME_NAMES,
-  GAME_ALIASES,
+  GAME_ALIASES
-  GAME_NAME_TO_KEY
 };

cord.js | 80 +-------------

@@ -1,82 +0,0 @@
- .claude/settings.local.json                          |   51 ---------
- .env.example                                         |   61 +----------
- .env.test.example                                    |  128 ----------------------
- .gitignore                                           |    7 +-
- .gitlab-ci.yml                                       |   19 ----
- CLAUDE.md                                            |  129 ----------------------
- FEATURES.md                                          |   87 ---------------
- api/{bosscordClient.js => botClient.js}              |    0
- broccolini-discord.js                                |   80 +-------------
- broccolini_bot_context.md                            |  512 ---------------------------------------------------------------------------------------
- commands/register.js                                 |  203 +----------------------------------
- config.js                                            |  193 +++------------------------------
- docs/CRITICAL_FILES_AND_HOW_IT_WORKS.md              |  250 -------------------------------------------
- docs/README.md                                       |   50 ---------
- docs/api/DISCORD_API_IMPROVEMENTS.md                 |  665 -----------------------------------------------------------------------------------------------------------------
- docs/api/DISCORD_API_VALIDATION.md                   |  570 -------------------------------------------------------------------------------------------------
- docs/architecture/COMMANDS_ANALYSIS.md               |   83 ---------------
- docs/architecture/CRITICAL_FILES_AND_HOW_IT_WORKS.md |  250 -------------------------------------------
- docs/features/FEATURES_SUMMARY.md                    |  331 ---------------------------------------------------------
- docs/features/IMPLEMENTATION_SUMMARY.md              |  454 -----------------------------------------------------------------------------
- docs/features/NEW_FEATURES.md                        |  365 --------------------------------------------------------------
- docs/features/PHASE_FEATURES.md                      |  531 -------------------------------------------------------------------------------------------
- docs/features/PROPOSAL.md                            |   72 -------------
- docs/features/UPGRADE_COMPLETE.md                    |  352 ------------------------------------------------------------
- docs/reference/Untitled                              |   13 ---
- docs/reference/game-list.md                          |   97 -----------------
- docs/reference/regex-and-games.md                    |   60 -----------
- docs/setup/1PASSWORD.md                              |  126 ----------------------
- docs/setup/ENV_AND_SECURITY.md                       |   73 -------------
- docs/setup/MONGODB_SETUP.md                          |  166 -----------------------------
- docs/setup/PROJECT_STRUCTURE.md                      |  154 ---------------------------
- docs/setup/QUICKSTART.md                             |  199 ----------------------------------
- game-options.json                                    |   32 ------
- git                                                  |    0
- gmail-poll.js                                        |   57 ++++------
- handlers/accountinfo.js                              |  195 ----------------------------------
- handlers/analytics.js                                |   89 ----------------
- handlers/buttons.js                                  |  143 +++++++------------------
- handlers/commands.js                                 |  519 ++++++++---------------------------------------------------------------------------------
- handlers/messages.js                                 |   47 +++-----
- handlers/messages.js.bak3-20260421                   |  106 ++++++++++++++++++
- handlers/setup.js                                    |  656 ----------------------------------------------------------------------------------------------------------------
- models.js                                            |  811 ------------------------------------------------------------------------------------------------------------------------------------------
- package.json                                         |    6 +-
- routes/bosscord.js                                   |  239 -----------------------------------------
- routes/internalApi.js                                |   70 +-----------
- scripts/bulk-lookup-users-v2.js                      |  193 ---------------------------------
- scripts/bulk-lookup-users.js                         |  174 ------------------------------
- scripts/export-transcript-embeds.js                  |  109 -------------------
- scripts/fetch-channel-messages.js                    |   57 ----------
- scripts/fetch-channel.js                             |   51 ---------
- scripts/fetch-message.js                             |   71 -------------
- scripts/find-transcript-by-member.js                 |   80 --------------
- scripts/find-transcript-by-owner.js                  |   92 ----------------
- scripts/lookup-user.js                               |   39 -------
- scripts/lookup-with-dedicated-bot.js                 |  183 --------------------------------
- scripts/lookup-with-roles.js                         |  237 -----------------------------------------
- scripts/map-batch-to-transcript.js                   |  129 ----------------------
- scripts/test-mongodb.js                              |    7 +-
- services/chatAlertChecker.js                         |   98 -----------------
- services/configPersistence.js                        |    4 +-
- services/configSchema.js                             |   37 +------
- services/gmail.js                                    |   54 ++++------
- services/gmail.js.bak3-20260421                      |  346 +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
- services/guildSettings.js                            |   33 ------
- services/notificationEnabled.js                      |  102 ------------------
- services/notificationRegistry.js                     |  214 -------------------------------------
- services/patternChecker.js                           |  587 ----------------------------------------------------------------------------------------------------
- services/patternStore.js                             |  286 -------------------------------------------------
- services/staffChannel.js                             |   89 ----------------
- services/staffNotifications.js                       |  149 --------------------------
- services/staffPresence.js                            |   48 ---------
- services/surgeChecker.js                             |  260 ---------------------------------------------
- services/tickets.js                                  |  176 +++++++-----------------------
- settings-site/CLAUDE.md                              |   76 -------------
- settings-site/public/css/main.css.bak-20260421       | 1026 -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
- settings-site/public/index.html.bak-20260421         |  484 -----------------------------------------------------------------------------------
- settings-site/public/js/app.js.bak-20260421          |  162 ----------------------------
- settings-site/public/js/router.js.bak-20260421       |   52 ---------
- settings-site/server.js                              |    2 +-
- utils.js                                             |   10 +-
- 81 files changed, 670 insertions(+), 14348 deletions(-)

db-connection.js

@@ -22,23 +22,16 @@ async function connectMongoDB(uri, options = {}) {
         await mongoose.connect(uri, defaultOptions);
         console.log('✓ Connected to MongoDB');
         
-        // Handle connection events
         mongoose.connection.on('error', (err) => {
             console.error('MongoDB connection error:', err);
-            const { logSystem: ls } = require('./services/debugLog');
-            ls('MongoDB error', [{ name: 'Error', value: err.message }], null, 0xFF0000).catch(() => {});
         });
 
         mongoose.connection.on('disconnected', () => {
             console.warn('MongoDB disconnected. Attempting to reconnect...');
-            const { logSystem: ls } = require('./services/debugLog');
-            ls('MongoDB disconnected', [], null, 0xFFFF00).catch(() => {});
         });
 
         mongoose.connection.on('reconnected', () => {
             console.log('✓ MongoDB reconnected');
-            const { logSystem: ls } = require('./services/debugLog');
-            ls('MongoDB reconnected', []).catch(() => {});
         });
 
     } catch (err) {

gmail-poll.js

@@ -1,25 +1,28 @@
 /**
  * Gmail polling – fetches unread emails and creates/updates Discord ticket channels.
+ *
+ * `poll()` is the orchestrator: list → locate guild → for each message,
+ * parse → look up existing → branch (append-followup vs create-ticket) → mark read.
+ * Each step delegates to a single-responsibility helper below.
  */
 const {
   ChannelType,
-  
+  EmbedBuilder,
-  EmbedBuilder
+  PermissionFlagsBits
 } = require('discord.js');
 const { mongoose, withRetry } = require('./db-connection');
-const { CONFIG, GAME_NAME_TO_KEY } = require('./config');
+const { CONFIG } = require('./config');
 const {
   getCleanBody,
   extractRawEmail,
   stripEmailQuotes,
   stripMobileFooter,
   detectGame,
-  enforceEmbedLimit,
   sanitizeEmbedText
 } = require('./utils');
 const { getGmailClient } = require('./services/gmail');
 const { getNextTicketNumber, checkTicketLimits, getOrCreateTicketCategory, toDiscordSafeName, getSenderLocal } = require('./services/tickets');
-const { logError, logGmail, logAutomation } = require('./services/debugLog');
+const { logError } = require('./services/debugLog');
 const { enqueueSend } = require('./services/channelQueue');
 const { getTicketActionRow } = require('./utils/ticketComponents');
 
@@ -29,7 +32,6 @@ const Transcript = mongoose.model('Transcript');
 let isPolling = false;
 let authErrorNotified = false;
 let pollSuspended = false;
-let pollCount = 0, totalProcessed = 0, totalSkipped = 0, totalErrors = 0;
 
 function setPollSuspended(val) {
   pollSuspended = !!val;
@@ -37,6 +39,228 @@ function setPollSuspended(val) {
 }
 function isPollSuspended() { return pollSuspended; }
 
+// ============================================================
+// Helpers (extracted from the original 309-line poll()).
+// ============================================================
+
+/**
+ * Pick the guild for this poll iteration. Honors DISCORD_GUILD_ID when set,
+ * otherwise falls back to the first guild in the cache. Returns null with a
+ * warning if no usable guild is available; caller should bail.
+ */
+function locateGuild(client) {
+  if (CONFIG.DISCORD_GUILD_ID) {
+    const g = client.guilds.cache.get(CONFIG.DISCORD_GUILD_ID);
+    if (!g) {
+      console.warn('Configured guild not found for DISCORD_GUILD_ID:', CONFIG.DISCORD_GUILD_ID);
+    }
+    return g || null;
+  }
+  const g = client.guilds.cache.first();
+  if (!g) {
+    console.warn('No guilds in cache; skipping poll iteration.');
+  }
+  return g || null;
+}
+
+/**
+ * Parse a Gmail message payload into normalized fields.
+ *
+ * Body cleanup runs twice with different rules:
+ *   - firstBody: aggressive — strip quotes if it looks like a reply, strip
+ *     mobile footers, collapse newlines. Used as the first message in a new
+ *     ticket channel where we want only the user's actual message.
+ *   - followupBody: defensive — strip quotes but fall back to raw text if
+ *     stripping leaves nothing. Used for follow-up posts on an existing thread.
+ */
+function parseGmailMessage(email) {
+  const headers = email.data.payload.headers;
+  const from = headers.find(h => h.name === 'From')?.value || '';
+  const isSelf = from.toLowerCase().includes(CONFIG.MY_EMAIL);
+  const subject = headers.find(h => h.name === 'Subject')?.value || 'New Ticket';
+  const rawBody = getCleanBody(email.data.payload);
+  const senderEmail = extractRawEmail(from).toLowerCase();
+  const senderName = (from.match(/^(.*?)\s*<.*>$/) || [null, from])[1]
+    ?.replace(/"/g, '')
+    .trim() || 'Unknown';
+
+  const hasReplyHeaderFrom = /(?:\n{2,}|(?:^|\n)--\s*\n)[^\S\r\n]*From:\s.*<.*@.*>/i.test(rawBody);
+  const looksLikeReply = /\nOn .+wrote:/i.test(rawBody) || hasReplyHeaderFrom;
+
+  let firstBody = rawBody.replace(/\r\n/g, '\n');
+  if (looksLikeReply) firstBody = stripEmailQuotes(firstBody);
+  firstBody = stripMobileFooter(firstBody);
+  firstBody = firstBody.replace(/^\s*\n+/g, '');
+  firstBody = firstBody.replace(/\n{3,}/g, '\n\n');
+  firstBody = firstBody
+    .replace(/Get Outlook for [^\n]+/gi, '')
+    .replace(/<\s*$/gm, '')
+    .trim();
+
+  const rawText = rawBody.replace(/\r\n/g, '\n');
+  let followupBody = stripEmailQuotes(rawText);
+  if (!followupBody.trim()) followupBody = rawText;
+  followupBody = followupBody.replace(/^\s*\n*/, '\n');
+  followupBody = followupBody.replace(/\n{3,}/g, '\n\n');
+  followupBody = stripMobileFooter(followupBody);
+  followupBody = followupBody
+    .replace(/Get Outlook for [^\n]+/gi, '')
+    .replace(/<\s*$/gm, '')
+    .trim();
+
+  return {
+    isSelf,
+    threadId: email.data.threadId,
+    from,
+    subject,
+    rawBody,
+    senderEmail,
+    senderName,
+    firstBody,
+    followupBody
+  };
+}
+
+/**
+ * Resolve the parent category and create a fresh ticket channel under it.
+ * Returns { channel, parentCategoryId } on success, or null on failure (caller
+ * should mark the message read and skip — same behavior as the original inline path).
+ */
+async function findOrCreateTicketChannel(guild, parsed, number) {
+  const creatorNickname = getSenderLocal(parsed.senderEmail);
+  const chanName = toDiscordSafeName(`unclaimed-${creatorNickname}-${number}`);
+
+  let parentCategoryId;
+  try {
+    parentCategoryId = await getOrCreateTicketCategory(
+      guild,
+      CONFIG.TICKET_CATEGORY_ID,
+      CONFIG.TICKET_CATEGORY_NAME
+    );
+  } catch (err) {
+    console.error('Channel create error (payload):', {
+      message: err.message,
+      code: err.code,
+      rawError: err.rawError
+    });
+    return null;
+  }
+
+  try {
+    const channel = await guild.channels.create({
+      name: chanName,
+      type: ChannelType.GuildText,
+      parent: parentCategoryId,
+      // Email tickets have no Discord creator — the customer is reachable
+      // only by email. So the only per-channel allow is the staff role; we
+      // still explicitly deny @everyone in case the category permissions
+      // are ever misconfigured to grant View Channel server-wide.
+      permissionOverwrites: [
+        { id: guild.id, deny: [PermissionFlagsBits.ViewChannel] },
+        ...(CONFIG.ROLE_ID_TO_PING ? [{
+          id: CONFIG.ROLE_ID_TO_PING,
+          allow: [
+            PermissionFlagsBits.ViewChannel,
+            PermissionFlagsBits.SendMessages,
+            PermissionFlagsBits.ReadMessageHistory
+          ]
+        }] : [])
+      ]
+    });
+    return { channel, parentCategoryId };
+  } catch (createErr) {
+    console.error('Channel create error (email ticket):', createErr);
+    return null;
+  }
+}
+
+/**
+ * Post links + attachments for prior transcripts of a reopened thread.
+ * Best-effort: any failure is logged and swallowed so the new ticket flow
+ * continues unaffected.
+ */
+async function linkPreviousTranscripts(ticketChan, threadId, client) {
+  try {
+    const transcriptRows = await Transcript.find({ gmailThreadId: threadId })
+      .sort({ createdAt: 1 })
+      .select('transcriptMessageId')
+      .lean();
+
+    if (transcriptRows.length === 0) return;
+
+    const transcriptChan = await client.channels
+      .fetch(CONFIG.TRANSCRIPT_CHANNEL_ID)
+      .catch(() => null);
+    if (!transcriptChan) return;
+
+    await enqueueSend(
+      ticketChan,
+      `This email thread has ${transcriptRows.length} previous transcript(s):`
+    );
+
+    for (const row of transcriptRows) {
+      const transcriptMsg = await transcriptChan.messages
+        .fetch(row.transcriptMessageId)
+        .catch(() => null);
+      if (!transcriptMsg) continue;
+
+      await enqueueSend(ticketChan, `Transcript: ${transcriptMsg.url}`);
+
+      const originalAttachment = transcriptMsg.attachments.first();
+      if (originalAttachment) {
+        await enqueueSend(ticketChan, {
+          content: 'Transcript file:',
+          files: [originalAttachment.url]
+        });
+      }
+    }
+  } catch (err) {
+    console.error('Error linking previous transcripts:', err);
+  }
+}
+
+/** Drop UNREAD + INBOX labels from a Gmail message — equivalent to "archive + read". */
+async function markGmailMessageRead(gmail, msgRef) {
+  await gmail.users.messages.batchModify({
+    userId: 'me',
+    requestBody: {
+      ids: [msgRef.id],
+      removeLabelIds: ['UNREAD', 'INBOX']
+    }
+  });
+}
+
+/**
+ * If the error indicates a permanent OAuth-grant failure (invalid_grant /
+ * invalid_client), suspend polling, clear the recurring poll interval, log,
+ * and DM the admin once. Returns true iff polling was suspended (caller
+ * should not treat as a transient retry-on-next-tick error).
+ *
+ * Transient 401/403/429/5xx and network errors are NOT considered permanent —
+ * they fall through to the next interval naturally. The OAuth code lives on
+ * `err.response.data.error`, not the message string.
+ */
+function oauthSuspendIfPermanent(err, client) {
+  const oauthError = err && err.response && err.response.data && err.response.data.error;
+  const isPermanentAuth = oauthError === 'invalid_grant' || oauthError === 'invalid_client';
+  if (!isPermanentAuth) return false;
+
+  pollSuspended = true;
+  const suspendMsg = `Gmail OAuth ${oauthError}. Polling SUSPENDED — will not retry automatically. Re-authenticate and POST /internal/gmail/reload to resume.`;
+  console.error('[gmail-poll]', suspendMsg);
+  logError('Gmail OAuth', { message: suspendMsg, stack: err.stack || err.message || String(err) }, null, client).catch(() => {});
+  try { require('./broccolini-discord').clearGmailPollInterval?.(); } catch (_) {}
+  if (CONFIG.ADMIN_ID && !authErrorNotified) {
+    authErrorNotified = true;
+    client.users.fetch(CONFIG.ADMIN_ID).then(u => u.send(suspendMsg)).catch(() => {});
+  }
+  return true;
+}
+
+// ============================================================
+// Orchestrator
+// ============================================================
+
 /**
  * Poll Gmail for unread primary-inbox messages and route them to Discord.
  * @param {import('discord.js').Client} client
@@ -45,324 +269,137 @@ async function poll(client) {
   if (isPolling || pollSuspended) return;
   isPolling = true;
   try {
-    pollCount++;
-    if (pollCount % 10 === 0) {
-      if (totalProcessed > 0 || totalSkipped > 0 || totalErrors > 0) {
-        logAutomation('Gmail poll summary', null, `polls: ${pollCount}, processed: ${totalProcessed}, skipped: ${totalSkipped}, errors: ${totalErrors}`).catch(() => {});
-      }
-      pollCount = 0; totalProcessed = 0; totalSkipped = 0; totalErrors = 0;
-    }
     console.log('Running poll()...');
     try {
-    const gmail = getGmailClient();
+      const gmail = getGmailClient();
-    const list = await gmail.users.messages.list({
+      const list = await gmail.users.messages.list({
-      userId: 'me',
-      q: 'is:unread category:primary'
-    });
-    if (!list.data.messages) return;
-
-    let guild;
-    if (CONFIG.DISCORD_GUILD_ID) {
-      guild = client.guilds.cache.get(CONFIG.DISCORD_GUILD_ID);
-      if (!guild) {
-        console.warn(
-          'Configured guild not found for DISCORD_GUILD_ID:',
-          CONFIG.DISCORD_GUILD_ID
-        );
-        return;
-      }
-    } else {
-      guild = client.guilds.cache.first();
-      if (!guild) {
-        console.warn('No guilds in cache; skipping poll iteration.');
-        return;
-      }
-    }
-
-    for (const msgRef of list.data.messages) {
-      const email = await gmail.users.messages.get({
         userId: 'me',
-        id: msgRef.id
+        q: 'is:unread category:primary'
       });
+      if (!list.data.messages) return;
 
-      const from =
+      const guild = locateGuild(client);
-        email.data.payload.headers.find(h => h.name === 'From')
+      if (!guild) return;
-          ?.value || '';
-      if (from.toLowerCase().includes(CONFIG.MY_EMAIL)) {
-        totalSkipped++;
-        await gmail.users.messages.batchModify({
-          userId: 'me',
-          requestBody: {
-            ids: [msgRef.id],
-            removeLabelIds: ['UNREAD', 'INBOX']
-          }
-        });
-        continue;
-      }
 
-      const subject =
+      for (const msgRef of list.data.messages) {
-        email.data.payload.headers.find(h => h.name === 'Subject')
+        const email = await gmail.users.messages.get({ userId: 'me', id: msgRef.id });
-          ?.value || 'New Ticket';
+        const parsed = parseGmailMessage(email);
-      const rawBody = getCleanBody(email.data.payload);
 
-      const sEmail = extractRawEmail(from).toLowerCase();
+        if (parsed.isSelf) {
-      const sName =
+          await markGmailMessageRead(gmail, msgRef);
-        (from.match(/^(.*?)\s*<.*>$/) || [null, from])[1]
+          continue;
-          ?.replace(/"/g, '')
+        }
-          .trim() || 'Unknown';
 
-      const hasReplyHeaderFrom =
+        const existing = await Ticket.findOne({ gmailThreadId: parsed.threadId })
-        /(?:\n{2,}|(?:^|\n)--\s*\n)[^\S\r\n]*From:\s.*<.*@.*>/i.test(rawBody);
+          .select('gmailThreadId discordThreadId status')
-      const looksLikeReply =
+          .lean();
-        /\nOn .+wrote:/i.test(rawBody) ||
-        hasReplyHeaderFrom;
-
-      let firstBodyText = rawBody.replace(/\r\n/g, '\n');
-      if (looksLikeReply) {
-        firstBodyText = stripEmailQuotes(firstBodyText);
-      }
-      firstBodyText = stripMobileFooter(firstBodyText);
-      firstBodyText = firstBodyText.replace(/^\s*\n+/g, '');
-      firstBodyText = firstBodyText.replace(/\n{3,}/g, '\n\n');
-      firstBodyText = firstBodyText
-        .replace(/Get Outlook for [^\n]+/gi, '')
-        .replace(/<\s*$/gm, '')
-        .trim();
-      const firstBody = firstBodyText;
-
-      const rawText = rawBody.replace(/\r\n/g, '\n');
-      let followupBody = stripEmailQuotes(rawText);
-      if (!followupBody.trim()) {
-        followupBody = rawText;
-      }
-      followupBody = followupBody.replace(/^\s*\n*/, '\n');
-      followupBody = followupBody.replace(/\n{3,}/g, '\n\n');
-      followupBody = stripMobileFooter(followupBody);
-      followupBody = followupBody
-        .replace(/Get Outlook for [^\n]+/gi, '')
-        .replace(/<\s*$/gm, '')
-        .trim();
-
-      const existing = await Ticket.findOne({ gmailThreadId: email.data.threadId })
-        .select('gmailThreadId discordThreadId status')
-        .lean();
 
         let ticketChan = null;
         let parentCategoryIdForTicket = null;
         let isReopened = false;
 
-      if (existing && existing.discordThreadId) {
+        if (existing && existing.discordThreadId) {
-        ticketChan = await guild.channels
+          ticketChan = await guild.channels.fetch(existing.discordThreadId).catch(() => null);
-          .fetch(existing.discordThreadId)
+        } else if (existing && existing.status === 'closed') {
-          .catch(() => null);
+          isReopened = true;
-      } else if (existing && existing.status === 'closed') {
+        }
-        isReopened = true;
-      }
 
-      if (ticketChan) {
+        if (ticketChan) {
-        const truncatedFollowup = followupBody.slice(0, 1800);
+          // Append follow-up to existing channel.
-        // Role ping is intentional; body is attacker-controlled email content — suppress user/everyone mentions.
+          const truncatedFollowup = parsed.followupBody.slice(0, 1800);
-        await enqueueSend(
+          // Role ping is intentional; body is attacker-controlled email content — suppress user/everyone mentions.
-          ticketChan,
+          await enqueueSend(ticketChan, {
-          {
+            content: `<@&${CONFIG.ROLE_ID_TO_PING}>\n**New Follow-up from ${parsed.senderEmail}:**\n${truncatedFollowup}`,
-            content: `<@&${CONFIG.ROLE_ID_TO_PING}>\n**New Follow-up from ${sEmail}:**\n${truncatedFollowup}`,
             allowedMentions: { parse: ['roles'] }
+          });
+        } else {
+          // Create a new ticket channel.
+          const limitCheck = await checkTicketLimits(parsed.senderEmail);
+          if (!limitCheck.ok) {
+            console.log(`Ticket limit reached for ${parsed.senderEmail}: ${limitCheck.reason}`);
+            await markGmailMessageRead(gmail, msgRef);
+            continue;
           }
-        );
-      } else {
-        // Check ticket limits before creating
-        const limitCheck = await checkTicketLimits(sEmail);
-        if (!limitCheck.ok) {
-          totalSkipped++;
-          console.log(`Ticket limit reached for ${sEmail}: ${limitCheck.reason}`);
-          await gmail.users.messages.batchModify({
-            userId: 'me',
-            requestBody: {
-              ids: [msgRef.id],
-              removeLabelIds: ['UNREAD', 'INBOX']
-            }
-          });
-          continue;
-        }
 
-        const { number } = await getNextTicketNumber(sEmail);
+          const { number } = await getNextTicketNumber(parsed.senderEmail);
-        const creatorNickname = getSenderLocal(sEmail);
+          const created = await findOrCreateTicketChannel(guild, parsed, number);
-        const chanName = toDiscordSafeName(`unclaimed-${creatorNickname}-${number}`);
+          if (!created) {
-
+            await markGmailMessageRead(gmail, msgRef);
-        try {
+            continue;
-          const parentId = await getOrCreateTicketCategory(
-            guild,
-            CONFIG.TICKET_CATEGORY_ID,
-            CONFIG.TICKET_CATEGORY_NAME
-          );
-          parentCategoryIdForTicket = parentId;
-          try {
-            ticketChan = await guild.channels.create({
-              name: chanName,
-              type: ChannelType.GuildText,
-              parent: parentId
-            });
-          } catch (createErr) {
-            console.error('Channel create error (email ticket):', createErr);
-            throw createErr;
           }
-        } catch (err) {
+          ticketChan = created.channel;
-          console.error('Channel create error (payload):', {
+          parentCategoryIdForTicket = created.parentCategoryId;
-            message: err.message,
+
-            code: err.code,
+          const detectedGame = detectGame(parsed.subject, parsed.rawBody);
-            rawError: err.rawError
+          const buttons = getTicketActionRow({ escalationTier: 0 });
+          const ticketInfoEmbed = new EmbedBuilder()
+            .setColor(CONFIG.EMBED_COLOR_INFO)
+            .addFields(
+              { name: 'Name', value: `\`\`\`\n${sanitizeEmbedText(parsed.senderName)}\n\`\`\``, inline: false },
+              { name: 'Email', value: `\`\`\`\n${sanitizeEmbedText(parsed.senderEmail)}\n\`\`\``, inline: false },
+              { name: 'Game', value: `\`\`\`\n${sanitizeEmbedText(detectedGame)}\n\`\`\``, inline: false },
+              { name: 'Subject', value: `\`\`\`\n${sanitizeEmbedText(parsed.subject) || 'No subject'}\n\`\`\``, inline: false }
+            );
+
+          const welcomeMsg = await enqueueSend(ticketChan, {
+            content: `<@&${CONFIG.ROLE_ID_TO_PING}>`,
+            embeds: [ticketInfoEmbed],
+            components: [buttons],
+            allowedMentions: { parse: ['roles'] }
           });
-          await gmail.users.messages.batchModify({
+
-            userId: 'me',
+          const { createStaffThread } = require('./services/staffThread');
-            requestBody: {
+          await createStaffThread(ticketChan, client).catch(() => {});
-              ids: [msgRef.id],
+
-              removeLabelIds: ['UNREAD', 'INBOX']
+          if (CONFIG.PIN_INITIAL_MESSAGE_ENABLED && welcomeMsg) {
-            }
+            const { pinMessage } = require('./services/pinMessage');
+            await pinMessage(welcomeMsg, client).catch(() => {});
+          }
+
+          if (isReopened) {
+            await linkPreviousTranscripts(ticketChan, parsed.threadId, client);
+          }
+
+          // Email body is attacker-controlled — no mentions may fire from its content.
+          const truncated = parsed.firstBody.slice(0, 1900);
+          await enqueueSend(ticketChan, {
+            content: `**Message:**\n${truncated}`,
+            allowedMentions: { parse: [] }
           });
-          continue;
-        }
 
-        const detectedGame = detectGame(subject, rawBody);
+          // Welcome message skipped for email tickets – the email body speaks for itself.
+          // Panel-created (Discord) tickets still send the welcome message in handlers/buttons.js.
 
-        const gameKey =
+          const now = new Date();
-          detectedGame && detectedGame !== 'Not Mentioned'
+          const defaultPriority = CONFIG.PRIORITY_ENABLED ? CONFIG.DEFAULT_PRIORITY : 'normal';
-            ? GAME_NAME_TO_KEY[detectedGame] || null
+          await withRetry(() => Ticket.findOneAndUpdate(
-            : null;
+            { gmailThreadId: parsed.threadId },
-
+            {
-        const buttons = getTicketActionRow({ escalationTier: 0 });
+              $set: {
-
+                discordThreadId: ticketChan.id,
-        const ticketInfoEmbed = new EmbedBuilder()
+                senderEmail: parsed.senderEmail,
-          .setColor(CONFIG.EMBED_COLOR_INFO)
+                subject: parsed.subject,
-          .addFields(
+                createdAt: now,
-            { name: 'Name', value: `\`\`\`\n${sanitizeEmbedText(sName)}\n\`\`\``, inline: false },
+                status: 'open',
-            { name: 'Email', value: `\`\`\`\n${sanitizeEmbedText(sEmail)}\n\`\`\``, inline: false },
+                ticketNumber: number,
-            { name: 'Game', value: `\`\`\`\n${sanitizeEmbedText(detectedGame)}\n\`\`\``, inline: false },
+                priority: defaultPriority,
-            { name: 'Subject', value: `\`\`\`\n${sanitizeEmbedText(subject) || 'No subject'}\n\`\`\``, inline: false }
+                lastActivity: now,
-          );
+                parentCategoryId: parentCategoryIdForTicket
-
-        enforceEmbedLimit([ticketInfoEmbed]);
-        const welcomeMsg = await enqueueSend(ticketChan, {
-          content: `<@&${CONFIG.ROLE_ID_TO_PING}>`,
-          embeds: [ticketInfoEmbed],
-          components: [buttons],
-          allowedMentions: { parse: ['roles'] }
-        });
-
-        const { createStaffThread } = require('./services/staffThread');
-        await createStaffThread(ticketChan, client).catch(() => {});
-
-        if (CONFIG.PIN_INITIAL_MESSAGE_ENABLED && welcomeMsg) {
-          const { pinMessage } = require('./services/pinMessage');
-          await pinMessage(welcomeMsg, client).catch(() => {});
-        }
-
-        // On reopen, link previous transcripts
-        if (isReopened) {
-          try {
-            const transcriptRows = await Transcript.find({ gmailThreadId: email.data.threadId })
-              .sort({ createdAt: 1 })
-              .select('transcriptMessageId')
-              .lean();
-
-            if (transcriptRows.length > 0) {
-              const transcriptChan = await client.channels
-                .fetch(CONFIG.TRANSCRIPT_CHAN)
-                .catch(() => null);
-
-              if (transcriptChan) {
-                await enqueueSend(
-                  ticketChan,
-                  `This email thread has ${transcriptRows.length} previous transcript(s):`
-                );
-
-                for (const row of transcriptRows) {
-                  const transcriptMsg = await transcriptChan.messages
-                    .fetch(row.transcriptMessageId)
-                    .catch(() => null);
-
-                  if (!transcriptMsg) continue;
-
-                  await enqueueSend(ticketChan, `Transcript: ${transcriptMsg.url}`);
-
-                  const originalAttachment = transcriptMsg.attachments.first();
-                  if (originalAttachment) {
-                    await enqueueSend(ticketChan, {
-                      content: 'Transcript file:',
-                      files: [originalAttachment.url]
-                    });
-                  }
-                }
               }
-            }
+            },
-          } catch (err) {
+            { upsert: true, new: true }
-            console.error('Error linking previous transcripts:', err);
+          ));
-          }
         }
 
-        const truncated = firstBody.slice(0, 1900);
+        console.log('Archiving/reading Gmail message', msgRef.id);
-        // Email body is attacker-controlled — no mentions may fire from its content.
+        await markGmailMessageRead(gmail, msgRef);
-        await enqueueSend(ticketChan, { content: `**Message:**\n${truncated}`, allowedMentions: { parse: [] } });
-
-        // Welcome message skipped for email tickets – the email body speaks for itself.
-        // Panel-created (Discord) tickets still send the welcome message in handlers/buttons.js.
-
-        const now = new Date();
-        const defaultPriority = CONFIG.PRIORITY_ENABLED ? CONFIG.DEFAULT_PRIORITY : 'normal';
-
-        await withRetry(() => Ticket.findOneAndUpdate(
-          { gmailThreadId: email.data.threadId },
-          {
-            $set: {
-              discordThreadId: ticketChan.id,
-              senderEmail: sEmail,
-              subject,
-              createdAt: now,
-              status: 'open',
-              ticketNumber: number,
-              priority: defaultPriority,
-              lastActivity: now,
-              parentCategoryId: parentCategoryIdForTicket
-            }
-          },
-          { upsert: true, new: true }
-        ));
-        totalProcessed++;
-        logGmail(subject, sEmail, number, detectedGame).catch(() => {});
       }
-      console.log('Archiving/reading Gmail message', msgRef.id);
+      authErrorNotified = false;
-      await gmail.users.messages.batchModify({
+    } catch (e) {
-        userId: 'me',
+      oauthSuspendIfPermanent(e, client);
-        requestBody: {
+      console.error('POLL ERROR:', e);
-          ids: [msgRef.id],
+      logError('Gmail poll', e, null, client).catch(() => {});
-          removeLabelIds: ['UNREAD', 'INBOX']
-        }
-      });
     }
-    authErrorNotified = false;
-  } catch (e) {
-    // Only treat Google-reported permanent-grant failures as reasons to suspend
-    // the loop. Transient 401/403/429/5xx/network errors fall through to the
-    // next interval tick naturally. The OAuth error codes come back on the
-    // response body, not the message string.
-    const oauthError = e && e.response && e.response.data && e.response.data.error;
-    const isPermanentAuth = oauthError === 'invalid_grant' || oauthError === 'invalid_client';
-
-    if (isPermanentAuth) {
-      pollSuspended = true;
-      const suspendMsg = `Gmail OAuth ${oauthError}. Polling SUSPENDED — will not retry automatically. Re-authenticate and POST /internal/gmail/reload to resume.`;
-      console.error('[gmail-poll]', suspendMsg);
-      logError('Gmail OAuth', { message: suspendMsg, stack: e.stack || e.message || String(e) }, null, client).catch(() => {});
-      try { require('./broccolini-discord').clearGmailPollInterval?.(); } catch (_) {}
-      if (CONFIG.ADMIN_ID && !authErrorNotified) {
-        authErrorNotified = true;
-        client.users.fetch(CONFIG.ADMIN_ID).then(u => u.send(suspendMsg)).catch(() => {});
-      }
-    }
-
-    totalErrors++;
-    console.error('POLL ERROR:', e);
-    logError('Gmail poll', e, null, client).catch(() => {});
-  }
   } finally {
     isPolling = false;
   }

handlers/commands/close.js

@@ -0,0 +1,128 @@
+/**
+ * Force-close flow: /force-close, /cancel-close, /closetimer, plus the
+ * countdown-elapses finalize step and transcript renderer that the
+ * countdown's setTimeout calls back into.
+ *
+ * Note: the button-driven close path lives in handlers/buttons.js
+ * (handleCloseButton / handleConfirmCloseRequest / runFinalClose).
+ * This module covers the slash-command-driven path only.
+ */
+const { AttachmentBuilder, MessageFlags } = require('discord.js');
+const { mongoose } = require('../../db-connection');
+const { CONFIG } = require('../../config');
+const { enqueueSend } = require('../../services/channelQueue');
+const { logTicketEvent } = require('../../services/debugLog');
+const { pendingCloses } = require('../pendingCloses');
+const { findTicketForChannel } = require('../sharedHelpers');
+
+const Ticket = mongoose.model('Ticket');
+
+async function handleCloseTimer(interaction) {
+  const seconds = parseInt(interaction.options.getString('seconds'), 10);
+  CONFIG.FORCE_CLOSE_TIMER = seconds;
+  logTicketEvent('Close timer updated', [
+    { name: 'Duration', value: `${seconds}s` },
+    { name: 'Set by', value: interaction.user.tag }
+  ], interaction).catch(() => {});
+  return interaction.reply({ content: `Force-close timer set to ${seconds} seconds.`, flags: MessageFlags.Ephemeral });
+}
+
+async function handleCancelClose(interaction) {
+  const pending = pendingCloses.get(interaction.channel.id);
+  if (!pending) {
+    return interaction.reply({ content: 'No pending close for this channel.', flags: MessageFlags.Ephemeral });
+  }
+  clearTimeout(pending.timeout);
+  logTicketEvent('Force-close cancelled', [
+    { name: 'Ticket', value: interaction.channel.name || interaction.channel.id },
+    { name: 'Cancelled by', value: interaction.user.tag },
+    { name: 'Original setter', value: pending.username || 'Unknown' }
+  ], interaction).catch(() => {});
+  pendingCloses.delete(interaction.channel.id);
+  return interaction.reply({ content: 'Close cancelled.', flags: MessageFlags.Ephemeral });
+}
+
+async function handleForceClose(interaction) {
+  const ticket = await findTicketForChannel(interaction);
+  if (!ticket) return;
+
+  if (pendingCloses.has(interaction.channel.id)) {
+    return interaction.reply({ content: 'A close is already pending for this ticket.', flags: MessageFlags.Ephemeral });
+  }
+
+  const timerSeconds = CONFIG.FORCE_CLOSE_TIMER;
+  await interaction.reply(`Closing ticket in ${timerSeconds} seconds. Use \`/cancel-close\` to abort.`);
+
+  const channelRef = interaction.channel;
+  const clientRef = interaction.client;
+  const timerId = setTimeout(() => finalizeForceClose(channelRef, clientRef), timerSeconds * 1000);
+  pendingCloses.set(channelRef.id, { timeout: timerId, userId: interaction.user.id, username: interaction.user.tag });
+}
+
+/** Performs the actual force-close work after the countdown elapses. */
+async function finalizeForceClose(channelRef, clientRef) {
+  pendingCloses.delete(channelRef.id);
+  const freshTicket = await Ticket.findOne({ discordThreadId: channelRef.id }).lean();
+  if (!freshTicket || freshTicket.status === 'closed') return;
+
+  try {
+    // $unset welcomeMessageId so a future reopen on this thread doesn't carry
+    // a stale message ID pointing into the now-deleted channel.
+    await Ticket.updateOne(
+      { gmailThreadId: freshTicket.gmailThreadId },
+      { $set: { status: 'closed' }, $unset: { welcomeMessageId: '' } }
+    );
+
+    await enqueueSend(channelRef, 'Ticket force-closed. Archiving...');
+    await postTranscript(channelRef, clientRef, freshTicket).catch(tErr =>
+      console.error('Transcript error (force-close):', tErr)
+    );
+
+    setTimeout(() => {
+      channelRef.delete('Ticket force-closed').catch(e =>
+        console.error('Failed to delete channel:', e)
+      );
+    }, 5000);
+  } catch (err) {
+    console.error('Force close error:', err);
+  }
+}
+
+/** Render and post a closing transcript for a ticket. */
+async function postTranscript(channelRef, clientRef, freshTicket) {
+  await enqueueSend(channelRef, CONFIG.DISCORD_CLOSE_MESSAGE);
+
+  const messages = await channelRef.messages.fetch({ limit: 100 });
+  const log =
+    `TRANSCRIPT: ${freshTicket.subject}\nUser: ${freshTicket.senderEmail}\n---\n` +
+    messages
+      .reverse()
+      .map(m => `[${m.createdAt.toLocaleString()}] ${m.author.tag}: ${m.cleanContent}`)
+      .join('\n');
+
+  const file = new AttachmentBuilder(Buffer.from(log), {
+    name: `transcript-${channelRef.name}.txt`
+  });
+
+  const transcriptChan = await clientRef.channels
+    .fetch(CONFIG.TRANSCRIPT_CHANNEL_ID)
+    .catch(() => null);
+  if (!transcriptChan) return;
+
+  const fmt = (d) => new Date(d).toLocaleString('en-US', {
+    month: '2-digit', day: '2-digit', year: 'numeric',
+    hour: '2-digit', minute: '2-digit', second: '2-digit',
+    hour12: true, timeZoneName: 'short'
+  });
+  const openedStr = fmt(freshTicket.createdAt);
+  const closedStr = fmt(new Date());
+  const transcriptContent = CONFIG.DISCORD_TRANSCRIPT_MESSAGE
+    .replace(/\{channel_name\}/g, channelRef.name)
+    .replace(/\{email\}/g, freshTicket.senderEmail || '')
+    .replace(/\{date_opened\}/g, openedStr)
+    .replace(/\{date_closed\}/g, closedStr)
+    + `\n\nDate Opened: ${openedStr}\nDate Closed: ${closedStr}`;
+  await enqueueSend(transcriptChan, { content: transcriptContent, files: [file] });
+}
+
+module.exports = { handleCloseTimer, handleCancelClose, handleForceClose };

handlers/commands/contextMenu.js

@@ -0,0 +1,168 @@
+/**
+ * Right-click "Apps" menu commands:
+ *   - "Create Ticket From Message" — turn a Discord message into a ticket.
+ *   - "View User Tickets" — show last 10 tickets for the targeted user.
+ */
+const {
+  ChannelType,
+  EmbedBuilder,
+  MessageFlags,
+  PermissionFlagsBits
+} = require('discord.js');
+const { mongoose } = require('../../db-connection');
+const { CONFIG } = require('../../config');
+const { getPriorityEmoji } = require('../../utils');
+const { checkTicketCreationRateLimit, getOrCreateTicketCategory } = require('../../services/tickets');
+const { getTicketActionRow } = require('../../utils/ticketComponents');
+const { enqueueSend } = require('../../services/channelQueue');
+const { logError } = require('../../services/debugLog');
+
+const Ticket = mongoose.model('Ticket');
+
+async function handleCreateTicketFromMessage(interaction) {
+  await interaction.deferReply({ flags: MessageFlags.Ephemeral });
+
+  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 message = interaction.targetMessage;
+    const subject = `Message from ${message.author.tag}`;
+    const description = message.content || 'No content';
+
+    const guild = interaction.guild;
+    const lastTicket = await Ticket.findOne().sort({ ticketNumber: -1 }).select('ticketNumber').lean();
+    const ticketNumber = (lastTicket?.ticketNumber || 0) + 1;
+
+    let parentCategoryIdForTicket;
+    try {
+      parentCategoryIdForTicket = await getOrCreateTicketCategory(
+        guild,
+        CONFIG.DISCORD_TICKET_CATEGORY_ID,
+        CONFIG.TICKET_CATEGORY_NAME
+      );
+    } catch (err) {
+      console.error('getOrCreateTicketCategory (context menu ticket):', err);
+      return interaction.editReply('❌ Discord ticket category could not be resolved. Contact an administrator.');
+    }
+
+    let channel;
+    try {
+      channel = await guild.channels.create({
+        name: `ticket-${ticketNumber}`,
+        type: ChannelType.GuildText,
+        parent: parentCategoryIdForTicket,
+        permissionOverwrites: [
+          { id: guild.id, deny: [PermissionFlagsBits.ViewChannel] },
+          {
+            id: message.author.id,
+            allow: [PermissionFlagsBits.ViewChannel, PermissionFlagsBits.SendMessages, PermissionFlagsBits.ReadMessageHistory]
+          },
+          {
+            id: CONFIG.ROLE_ID_TO_PING,
+            allow: [PermissionFlagsBits.ViewChannel, PermissionFlagsBits.SendMessages, PermissionFlagsBits.ReadMessageHistory]
+          }
+        ]
+      });
+    } catch (err) {
+      console.error('guild.channels.create (context menu ticket):', err);
+      return interaction.editReply('❌ Failed to create ticket channel. Contact an administrator.');
+    }
+
+    const gmailThreadId = `discord-msg-${Date.now()}-${message.id}`;
+    const now = new Date();
+    await Ticket.create({
+      gmailThreadId,
+      discordThreadId: channel.id,
+      senderEmail: message.author.tag,
+      subject,
+      createdAt: now,
+      status: 'open',
+      ticketNumber,
+      priority: 'normal',
+      lastActivity: now,
+      creatorId: message.author.id,
+      parentCategoryId: parentCategoryIdForTicket
+    });
+
+    const welcomeEmbed = new EmbedBuilder()
+      .setDescription(CONFIG.TICKET_WELCOME_MESSAGE)
+      .setColor(CONFIG.EMBED_COLOR_INFO);
+
+    const infoEmbed = new EmbedBuilder()
+      .setColor(CONFIG.EMBED_COLOR_INFO)
+      .addFields(
+        { name: 'From message', value: `[Jump to message](${message.url})` },
+        { name: 'Creator', value: message.author.toString(), inline: true },
+        { name: 'Created by Staff', value: interaction.user.toString(), inline: true },
+        { name: 'Content', value: description.slice(0, 1000) || 'No content', inline: false }
+      );
+
+    const row = getTicketActionRow({ escalationTier: 0 });
+
+    try {
+      const welcomeMsg = await enqueueSend(channel, {
+        content: `<@&${CONFIG.ROLE_ID_TO_PING}>\nHey There ${message.author} 🥦`,
+        embeds: [welcomeEmbed, infoEmbed],
+        components: [row]
+      });
+
+      await Ticket.updateOne(
+        { discordThreadId: channel.id },
+        { $set: { welcomeMessageId: welcomeMsg.id } }
+      );
+    } catch (err) {
+      console.error('welcomeMessageId-save', err);
+    }
+
+    await interaction.editReply(`✅ Ticket created: ${channel}`);
+  } catch (err) {
+    logError('create-ticket-from-message', err, interaction).catch(() => {});
+    await interaction.editReply('❌ Failed to create ticket from message.');
+  }
+}
+
+async function handleViewUserTickets(interaction) {
+  await interaction.deferReply({ flags: MessageFlags.Ephemeral });
+
+  try {
+    const targetUser = interaction.targetUser;
+    const tickets = await Ticket.find({ senderEmail: targetUser.tag })
+      .sort({ createdAt: -1 })
+      .limit(10)
+      .lean();
+
+    if (!tickets || tickets.length === 0) {
+      return interaction.editReply(`📋 No tickets found for ${targetUser.tag}`);
+    }
+
+    const embed = new EmbedBuilder()
+      .setTitle(`📋 Tickets for ${targetUser.tag}`)
+      .setDescription(`Found ${tickets.length} ticket(s)`)
+      .setColor(CONFIG.EMBED_COLOR_INFO);
+
+    for (const ticket of tickets.slice(0, 5)) {
+      const priorityEmoji = getPriorityEmoji(ticket.priority || 'normal');
+      const statusEmoji = ticket.status === 'open' ? '🟢' : '🔴';
+      embed.addFields({
+        name: `${priorityEmoji} Ticket #${ticket.ticketNumber} ${statusEmoji}`,
+        value: `**Subject:** ${ticket.subject || 'No subject'}\n**Status:** ${ticket.status}\n**Claimed:** ${ticket.claimedBy || 'Unclaimed'}`,
+        inline: false
+      });
+    }
+
+    if (tickets.length > 5) {
+      embed.setFooter({ text: `Showing 5 of ${tickets.length} tickets` });
+    }
+
+    await interaction.editReply({ embeds: [embed] });
+  } catch (err) {
+    logError('view-user-tickets', err, interaction).catch(() => {});
+    await interaction.editReply('❌ Failed to fetch user tickets.');
+  }
+}
+
+module.exports = { handleCreateTicketFromMessage, handleViewUserTickets };

handlers/commands/escalation.js

@@ -0,0 +1,213 @@
+/**
+ * Escalation flows.
+ *
+ * runEscalation / runDeescalation are exported for handlers/buttons.js
+ * (the tier-pick buttons share this code path). handleEscalate /
+ * handleDeescalate are the slash-command entry points.
+ */
+const { EmbedBuilder, MessageFlags } = require('discord.js');
+const { mongoose } = require('../../db-connection');
+const { CONFIG } = require('../../config');
+const { makeTicketName, resolveCreatorNickname } = require('../../services/tickets');
+const { sendTicketNotificationEmail } = require('../../services/gmail');
+const { getTicketActionRow } = require('../../utils/ticketComponents');
+const { enqueueRename, enqueueMove, enqueueSend } = require('../../services/channelQueue');
+const { pinMessage } = require('../../services/pinMessage');
+const { logError } = require('../../services/debugLog');
+const { findTicketForChannel, runDeferred } = require('../sharedHelpers');
+const { fetchLoggingChannel } = require('./helpers');
+
+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) {
+  const isDiscordTicket = ticket.gmailThreadId.startsWith('discord-');
+  const categoryId = nextTier === 1
+    ? (isDiscordTicket ? CONFIG.DISCORD_ESCALATED2_CHANNEL_ID : CONFIG.EMAIL_ESCALATED2_CHANNEL_ID)
+    : (isDiscordTicket ? CONFIG.DISCORD_ESCALATED3_CHANNEL_ID : CONFIG.EMAIL_ESCALATED3_CHANNEL_ID);
+
+  // Clear claim on escalation
+  await Ticket.updateOne(
+    { gmailThreadId: ticket.gmailThreadId },
+    { $set: { escalated: true, escalationTier: nextTier, claimedBy: null, claimerId: null } }
+  );
+  ticket.escalated = true;
+  ticket.escalationTier = nextTier;
+  ticket.claimedBy = null;
+
+  const creatorNickname = await resolveCreatorNickname(interaction.guild, ticket);
+  const newName = makeTicketName('escalated', ticket, creatorNickname);
+  enqueueRename(interaction.channel, newName).catch(err => logError('rename', err).catch(() => {}));
+
+  if (!interaction.channel.isThread() && categoryId) {
+    await enqueueMove(interaction.channel, categoryId);
+  }
+
+  const pendingEmbed = new EmbedBuilder()
+    .setDescription('Ticket will be escalated in a few seconds.')
+    .setColor(CONFIG.EMBED_COLOR_INFO);
+  await interaction.editReply({ embeds: [pendingEmbed] });
+
+  const creatorId = isDiscordTicket
+    ? (ticket.gmailThreadId.split('-').pop() || '').trim()
+    : null;
+  const creatorMention = creatorId ? `<@${creatorId}>` : '';
+  const roleMention = CONFIG.ROLE_ID_TO_PING ? `<@&${CONFIG.ROLE_ID_TO_PING}>` : 'a senior team member';
+  const heyLine = creatorMention ? `Hey There ${creatorMention} 🥦` : 'Hey There 🥦';
+  // Creator + role pings are intentional; still block @everyone/@here if somehow interpolated.
+  await enqueueSend(interaction.channel, {
+    content: `${heyLine}\n**Getting the senior ${roleMention} for you.**`,
+    allowedMentions: { parse: ['users', 'roles'] }
+  });
+
+  const escalationBody = CONFIG.ESCALATION_MESSAGE
+    .replace(/\\n/g, '\n')
+    .replace(/\{support_name\}/g, CONFIG.SUPPORT_NAME);
+  const escalatedEmbed = new EmbedBuilder()
+    .setTitle(`🚨 Escalated to ${nextTier === 1 ? 'Tier 2' : 'Tier 3'} Support`)
+    .setDescription(escalationBody)
+    .setColor(CONFIG.EMBED_COLOR_ESCALATED)
+    .setFooter({ text: `Escalated by ${interaction.member?.displayName || interaction.user.username}` });
+  const updatedTicketForRow = { ...ticket, escalationTier: nextTier, escalated: true };
+  const escalationRow = getTicketActionRow(updatedTicketForRow);
+  const escalationMsg = await enqueueSend(interaction.channel, {
+    content: null,
+    embeds: [escalatedEmbed],
+    components: [escalationRow]
+  });
+
+  if (CONFIG.PIN_ESCALATION_MESSAGE_ENABLED && escalationMsg) {
+    await pinMessage(escalationMsg, interaction.client).catch(() => {});
+  }
+
+  if (!isDiscordTicket && ticket.gmailThreadId) {
+    try {
+      const escalatorName = interaction.member?.displayName || interaction.user.username;
+      const tierLabel = nextTier === 1 ? 'tier 2' : 'tier 3';
+      const emailBody = `${escalatorName} escalated this ticket to ${tierLabel}.`;
+      await sendTicketNotificationEmail(ticket, null, emailBody, interaction.user.id);
+    } catch (emailErr) {
+      console.error('Escalation email failed (non-fatal):', emailErr.message);
+    }
+  }
+
+  if (nextTier === 2 && ticket.welcomeMessageId) {
+    try {
+      const welcomeMsg = await interaction.channel.messages.fetch(ticket.welcomeMessageId);
+      await welcomeMsg.edit({ components: [getTicketActionRow(updatedTicketForRow)] });
+    } catch (e) {
+      console.error('Failed to update welcome message after escalate:', e.message);
+    }
+  }
+
+  const logChan = await fetchLoggingChannel(interaction.client);
+  if (logChan) {
+    const ticketType = isDiscordTicket ? 'Discord' : 'Email';
+    const tierLabel = nextTier === 1 ? 'tier 2' : 'tier 3';
+    await enqueueSend(logChan,
+      `${ticketType} ticket ${interaction.channel} escalated to ${tierLabel} by ${interaction.user.tag}.`
+    );
+  }
+}
+
+/** Run deescalation one step. Caller must validate ticket and currentTier >= 1. */
+async function runDeescalation(interaction, ticket) {
+  const currentTier = ticket.escalationTier ?? (ticket.escalated ? 1 : 0);
+  const isDiscordTicket = ticket.gmailThreadId.startsWith('discord-');
+  const newTier = currentTier - 1;
+
+  await Ticket.updateOne(
+    { gmailThreadId: ticket.gmailThreadId },
+    { $set: { escalated: newTier > 0, escalationTier: newTier, claimedBy: null, claimerId: null } }
+  );
+  ticket.escalated = newTier > 0;
+  ticket.escalationTier = newTier;
+  ticket.claimedBy = null;
+
+  const creatorNickname = await resolveCreatorNickname(interaction.guild, ticket);
+  const state = newTier === 0 ? 'unclaimed' : 'escalated';
+  enqueueRename(interaction.channel, makeTicketName(state, ticket, creatorNickname)).catch(err => logError('rename', err).catch(() => {}));
+
+  if (!interaction.channel.isThread()) {
+    try {
+      if (newTier === 0) {
+        const homeCategory = isDiscordTicket ? CONFIG.DISCORD_TICKET_CATEGORY_ID : CONFIG.TICKET_CATEGORY_ID;
+        if (homeCategory) await enqueueMove(interaction.channel, homeCategory);
+      } else if (newTier === 1) {
+        const t2Category = isDiscordTicket
+          ? CONFIG.DISCORD_ESCALATED2_CHANNEL_ID
+          : CONFIG.EMAIL_ESCALATED2_CHANNEL_ID;
+        if (t2Category) await enqueueMove(interaction.channel, t2Category);
+      }
+    } catch (e) {
+      console.error('Move error (deescalate):', e);
+    }
+  }
+
+  const tierLabel = newTier === 0 ? 'normal' : newTier === 1 ? 'tier 2' : 'tier 3';
+  const deescalateEmbed = new EmbedBuilder()
+    .setColor(0x00BFFF)
+    .setTitle(`✅ De-escalated to ${tierLabel} Support`)
+    .setFooter({ text: interaction.member?.displayName || interaction.user.username });
+  await interaction.editReply({ embeds: [deescalateEmbed] });
+
+  const logChan = await fetchLoggingChannel(interaction.client);
+  if (logChan) {
+    const ticketType = isDiscordTicket ? 'Discord' : 'Email';
+    await enqueueSend(logChan,
+      `${ticketType} ticket ${interaction.channel} de‑escalated to ${tierLabel} by ${interaction.user.tag}.`
+    );
+  }
+}
+
+async function handleEscalate(interaction) {
+  const level = interaction.options.getString('level');
+  const nextTier = level === '3' ? 2 : 1;
+
+  const ticket = await findTicketForChannel(interaction);
+  if (!ticket) return;
+
+  const currentTier = ticket.escalationTier ?? (ticket.escalated ? 1 : 0);
+  if (currentTier >= 2) {
+    return interaction.reply({ content: 'This ticket is already at tier 3 support.', flags: MessageFlags.Ephemeral });
+  }
+  if (nextTier <= currentTier) {
+    return interaction.reply({ content: 'Ticket is already at or past that tier.', flags: MessageFlags.Ephemeral });
+  }
+
+  const isDiscordTicket = ticket.gmailThreadId.startsWith('discord-');
+  const categoryId = nextTier === 1
+    ? (isDiscordTicket ? CONFIG.DISCORD_ESCALATED2_CHANNEL_ID : CONFIG.EMAIL_ESCALATED2_CHANNEL_ID)
+    : (isDiscordTicket ? CONFIG.DISCORD_ESCALATED3_CHANNEL_ID : CONFIG.EMAIL_ESCALATED3_CHANNEL_ID);
+  const configKey = nextTier === 1 ? 'ESCALATED2' : 'ESCALATED3';
+  if (!categoryId && !interaction.channel.isThread()) {
+    return interaction.reply({
+      content: `${configKey} is not configured for ${isDiscordTicket ? 'Discord' : 'email'} tickets.`,
+      flags: MessageFlags.Ephemeral
+    });
+  }
+
+  await runDeferred(interaction, 'escalate', () =>
+    runEscalation(interaction, ticket, nextTier)
+  );
+}
+
+async function handleDeescalate(interaction) {
+  const ticket = await findTicketForChannel(interaction);
+  if (!ticket) return;
+
+  const currentTier = ticket.escalationTier ?? (ticket.escalated ? 1 : 0);
+  if (currentTier === 0) {
+    return interaction.reply({ content: 'This ticket is not escalated.', flags: MessageFlags.Ephemeral });
+  }
+
+  await runDeferred(interaction, 'de-escalate',
+    () => runDeescalation(interaction, ticket),
+    { flags: MessageFlags.Ephemeral }
+  );
+}
+
+module.exports = { runEscalation, runDeescalation, handleEscalate, handleDeescalate };

handlers/commands/helpers.js

@@ -0,0 +1,33 @@
+/**
+ * Cross-submodule helpers for handlers/commands/*.
+ *
+ * Lives at this level (not in index.js) so escalation.js, close.js, etc. can
+ * import without creating circular dependencies with index.js.
+ */
+const { MessageFlags } = require('discord.js');
+const { CONFIG } = require('../../config');
+const { isStaff } = require('../../utils');
+
+/**
+ * Reply ephemeral and return true if the interaction is in a guild and the
+ * user is not staff (so the caller should bail).
+ */
+async function requireStaffRole(interaction) {
+  if (!interaction.guild) return false;
+  if (!CONFIG.ROLE_ID_TO_PING && (!CONFIG.ADDITIONAL_STAFF_ROLES || CONFIG.ADDITIONAL_STAFF_ROLES.length === 0)) return false;
+  if (isStaff(interaction.member)) return false;
+  const roleMention = CONFIG.ROLE_ID_TO_PING ? `<@&${CONFIG.ROLE_ID_TO_PING}>` : 'support';
+  await interaction.reply({
+    content: `This command is only available to the support team (${roleMention}).`,
+    flags: MessageFlags.Ephemeral
+  });
+  return true;
+}
+
+/** Fetch the configured logging channel, or null if unset/missing. */
+async function fetchLoggingChannel(client) {
+  if (!CONFIG.LOGGING_CHANNEL_ID) return null;
+  return client.channels.fetch(CONFIG.LOGGING_CHANNEL_ID).catch(() => null);
+}
+
+module.exports = { requireStaffRole, fetchLoggingChannel };

handlers/commands/index.js

@@ -0,0 +1,346 @@
+/**
+ * Slash command, context menu, and autocomplete dispatcher.
+ *
+ * Submodules own command handlers by topic:
+ *   helpers.js     — requireStaffRole, fetchLoggingChannel
+ *   escalation.js  — runEscalation, runDeescalation, handleEscalate, handleDeescalate
+ *   close.js       — handleForceClose, handleCancelClose, handleCloseTimer (+ finalize/transcript)
+ *   response.js    — /response subcommands + handleAutocomplete
+ *   panel.js       — handlePanel, handleSignature
+ *   contextMenu.js — handleCreateTicketFromMessage, handleViewUserTickets
+ *
+ * This file holds the dispatchers, the small "remainder" handlers
+ * (channel-mod, settings toggles, /help, /notifydm), and the public
+ * module.exports surface that handlers/buttons.js + broccolini-discord.js
+ * import from `require('./commands')`.
+ */
+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 { 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');
+const { runEscalation, runDeescalation, handleEscalate, handleDeescalate } = require('./escalation');
+const { handleCloseTimer, handleCancelClose, handleForceClose } = require('./close');
+const { handleResponse, handleAutocomplete } = require('./response');
+const { handlePanel, handleSignature } = require('./panel');
+const { handleCreateTicketFromMessage, handleViewUserTickets } = require('./contextMenu');
+
+const Ticket = mongoose.model('Ticket');
+
+// ============================================================
+// Remainder handlers — small enough not to deserve their own module.
+// ============================================================
+
+async function handleNotifyDm(interaction) {
+  try {
+    const setting = interaction.options.getString('setting') === 'on';
+    await setNotifyDm(interaction.user.id, interaction.guildId, setting);
+    await interaction.reply({
+      content: `DM notifications ${setting ? 'enabled ✅' : 'disabled 🔕'}.`,
+      flags: MessageFlags.Ephemeral
+    });
+  } catch (err) {
+    console.error('notifydm error:', err);
+    await interaction.reply({ content: 'Failed to update notification setting.', flags: MessageFlags.Ephemeral }).catch(() => {});
+  }
+}
+
+async function handleAdd(interaction) {
+  const user = interaction.options.getUser('user');
+  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.editReply({ content: `Added ${user} to this ticket.`, allowedMentions: { parse: ['users'] } });
+  } catch (err) {
+    console.error('Add user error:', err);
+    await interaction.editReply({ content: 'Failed to add user.' }).catch(() => {});
+  }
+}
+
+async function handleRemove(interaction) {
+  const user = interaction.options.getUser('user');
+  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.editReply({ content: `Removed ${user} from this ticket.`, allowedMentions: { parse: ['users'] } });
+  } catch (err) {
+    console.error('Remove user error:', err);
+    await interaction.editReply({ content: 'Failed to remove user.' }).catch(() => {});
+  }
+}
+
+async function handleTransfer(interaction) {
+  const member = interaction.options.getUser('member');
+  const reason = interaction.options.getString('reason') || 'No reason provided';
+  const ticket = await findTicketForChannel(interaction);
+  if (!ticket) return;
+
+  // 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);
+
+  // 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, 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.editReply({
+      content: `Ticket transferred to ${member} by ${interaction.user}.\nReason: ${reason}`,
+      allowedMentions: { parse: ['users'] }
+    });
+
+    const logChan = await fetchLoggingChannel(interaction.client);
+    if (logChan) {
+      await enqueueSend(logChan, {
+        content: `Ticket ${interaction.channel} transferred from ${interaction.user.tag} to ${member.tag}.\nReason: ${reason}`,
+        allowedMentions: { parse: ['users'] }
+      });
+    }
+  } catch (err) {
+    console.error('Transfer error:', err);
+    await interaction.editReply({ content: 'Failed to transfer ticket.' }).catch(() => {});
+  }
+}
+
+async function handleMove(interaction) {
+  const category = interaction.options.getChannel('category');
+  const ticket = await findTicketForChannel(interaction);
+  if (!ticket) return;
+
+  // Defer up front — enqueueMove serializes behind any pending rename and
+  // setParent itself can take a moment on busy channels.
+  await interaction.deferReply();
+
+  try {
+    await enqueueMove(interaction.channel, category.id);
+    await interaction.editReply(`Moved ticket to **${category.name}**.`);
+
+    const logChan = await fetchLoggingChannel(interaction.client);
+    if (logChan) {
+      await enqueueSend(logChan,
+        `Ticket ${interaction.channel} moved to category **${category.name}** by ${interaction.user.tag}`
+      );
+    }
+  } catch (err) {
+    console.error('Move error:', err);
+    await interaction.editReply({ content: 'Failed to move ticket.' }).catch(() => {});
+  }
+}
+
+async function handleTopic(interaction) {
+  const text = interaction.options.getString('text');
+  const ticket = await findTicketForChannel(interaction);
+  if (!ticket) return;
+
+  // Defer up front — enqueueTopic serializes behind any pending rename/move.
+  await interaction.deferReply();
+
+  try {
+    await enqueueTopic(interaction.channel, text);
+    await interaction.editReply('Topic updated successfully.');
+  } catch (err) {
+    console.error('Topic error:', err);
+    await interaction.editReply({ content: 'Failed to update topic.' }).catch(() => {});
+  }
+}
+
+async function handleStaffThread(interaction) {
+  const sub = interaction.options.getSubcommand();
+  if (sub === 'toggle') {
+    CONFIG.STAFF_THREAD_ENABLED = !CONFIG.STAFF_THREAD_ENABLED;
+    return interaction.reply({ content: `Staff threads are now **${CONFIG.STAFF_THREAD_ENABLED ? 'enabled' : 'disabled'}**.`, flags: MessageFlags.Ephemeral });
+  }
+  if (sub === 'name') {
+    const name = interaction.options.getString('thread_name').slice(0, 100);
+    CONFIG.STAFF_THREAD_NAME = name;
+    return interaction.reply({ content: `Staff thread name set to **${name}**.`, flags: MessageFlags.Ephemeral });
+  }
+  if (sub === 'autorole') {
+    const enabled = interaction.options.getBoolean('enabled');
+    CONFIG.STAFF_THREAD_AUTO_ADD_ROLE = enabled;
+    return interaction.reply({ content: `Auto-add role to staff thread is now **${enabled ? 'enabled' : 'disabled'}**.`, flags: MessageFlags.Ephemeral });
+  }
+}
+
+async function handlePinMessages(interaction) {
+  const sub = interaction.options.getSubcommand();
+  const enabled = interaction.options.getBoolean('enabled');
+  if (sub === 'initial') {
+    CONFIG.PIN_INITIAL_MESSAGE_ENABLED = enabled;
+    return interaction.reply({ content: `Auto-pin initial message is now **${enabled ? 'enabled' : 'disabled'}**.`, flags: MessageFlags.Ephemeral });
+  }
+  if (sub === 'escalation') {
+    CONFIG.PIN_ESCALATION_MESSAGE_ENABLED = enabled;
+    return interaction.reply({ content: `Auto-pin escalation message is now **${enabled ? 'enabled' : 'disabled'}**.`, flags: MessageFlags.Ephemeral });
+  }
+  if (sub === 'suppress') {
+    CONFIG.PIN_SUPPRESS_SYSTEM_MESSAGE = enabled;
+    return interaction.reply({ content: `Suppress pin system message is now **${enabled ? 'enabled' : 'disabled'}**.`, flags: MessageFlags.Ephemeral });
+  }
+}
+
+async function handleGmailPoll(interaction) {
+  const requested = parseInt(interaction.options.getString('interval'), 10);
+  // Defense-in-depth: the slash command's addChoices already floors at 30s, but
+  // clamp the resolved ms here too so any future caller (or skewed input) can't
+  // drop below 30s and trip Gmail's per-user quota under sustained load.
+  const ms = Math.max(30000, requested * 1000);
+  const seconds = ms / 1000;
+  // Lazy require — broccolini-discord re-exports this and we'd otherwise cycle.
+  const { setGmailPollInterval } = require('../../broccolini-discord');
+  setGmailPollInterval(ms);
+  logTicketEvent('Gmail poll interval updated', [
+    { name: 'Interval', value: `${seconds}s` },
+    { name: 'Set by', value: interaction.user.tag }
+  ], interaction).catch(() => {});
+  return interaction.reply({ content: `Gmail poll interval set to ${seconds} seconds.`, flags: MessageFlags.Ephemeral });
+}
+
+async function handleHelp(interaction) {
+  const embed = new EmbedBuilder()
+    .setTitle('Ticket System - Commands')
+    .setColor(CONFIG.EMBED_COLOR_OPEN)
+    .addFields([
+      {
+        name: 'User Management',
+        value: '`/add @user` - Add user to ticket\n`/remove @user` - Remove user from ticket'
+      },
+      {
+        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'
+      },
+      {
+        name: 'Saved Responses',
+        value: '`/response send <name>` - Send saved response\n`/response create|edit|delete|list` - Manage saved responses'
+      },
+      {
+        name: 'Variables (for responses)',
+        value: '`{ticket.user}`, `{ticket.email}`, `{ticket.number}`, `{ticket.subject}`, `{staff.name}`, `{server.name}`, `{date}`, `{time}`'
+      },
+      {
+        name: 'Panel System',
+        value: '`/panel #channel` - Create a ticket panel for Discord-side tickets'
+      },
+      {
+        name: 'Escalation',
+        value: '`/escalate [reason] [tier]` - Escalate ticket (tier 2 or 3, or one step)\n`/deescalate` - De-escalate ticket (tier 3→2 or tier 2→normal)'
+      }
+    ])
+    .setFooter({ text: 'Click buttons on ticket messages to claim/close' });
+
+  await interaction.reply({ embeds: [embed], flags: MessageFlags.Ephemeral });
+}
+
+// ============================================================
+// Dispatch tables
+// ============================================================
+
+const COMMAND_HANDLERS = {
+  escalate: handleEscalate,
+  deescalate: handleDeescalate,
+  notifydm: handleNotifyDm,
+  add: handleAdd,
+  remove: handleRemove,
+  transfer: handleTransfer,
+  move: handleMove,
+  staffthread: handleStaffThread,
+  pinmessages: handlePinMessages,
+  gmailpoll: handleGmailPoll,
+  closetimer: handleCloseTimer,
+  'cancel-close': handleCancelClose,
+  'force-close': handleForceClose,
+  topic: handleTopic,
+  response: handleResponse,
+  signature: handleSignature,
+  help: handleHelp,
+  panel: handlePanel
+};
+
+const CONTEXT_MENU_HANDLERS = {
+  'Create Ticket From Message': handleCreateTicketFromMessage,
+  'View User Tickets': handleViewUserTickets
+};
+
+/**
+ * Slash-command dispatcher. Every command is staff-only — including /help,
+ * which previously bypassed the role check.
+ */
+async function handleCommand(interaction) {
+  if (await requireStaffRole(interaction)) return;
+  const handler = COMMAND_HANDLERS[interaction.commandName];
+  if (handler) await handler(interaction);
+}
+
+/** Context-menu dispatcher. All entries are staff-only. */
+async function handleContextMenu(interaction) {
+  if (await requireStaffRole(interaction)) return;
+  const handler = CONTEXT_MENU_HANDLERS[interaction.commandName];
+  if (handler) await handler(interaction);
+}
+
+module.exports = {
+  handleCommand,
+  handleContextMenu,
+  handleAutocomplete,
+  runEscalation,
+  runDeescalation
+};

handlers/commands/panel.js

@@ -0,0 +1,133 @@
+/**
+ * /panel — create a ticket-creation panel embed in a chosen channel.
+ * Also hosts /signature (modal for staff personal email signature) since
+ * both are user-facing UX-flow commands without their own dedicated module.
+ */
+const {
+  ActionRowBuilder,
+  ButtonBuilder,
+  ButtonStyle,
+  EmbedBuilder,
+  MessageFlags,
+  ModalBuilder,
+  TextInputBuilder,
+  TextInputStyle
+} = require('discord.js');
+const { mongoose } = require('../../db-connection');
+const { CONFIG } = require('../../config');
+const { enqueueSend } = require('../../services/channelQueue');
+
+const StaffSignature = mongoose.model('StaffSignature');
+
+async function handlePanel(interaction) {
+  const channel = interaction.options.getChannel('channel');
+  const panelType = interaction.options.getString('type') || null; // 'thread' | 'category' | 'both' or null
+  const title = interaction.options.getString('title') || 'Indifferent Broccoli Tickets';
+  const description = interaction.options.getString('description') ||
+    'Need help? Click below to create a ticket. 🎟';
+
+  const embed = new EmbedBuilder()
+    .setTitle(title)
+    .setDescription(description)
+    .setColor(0x2ecc71)
+    .setThumbnail(CONFIG.LOGO_URL || null)
+    .setFooter({ text: 'Indifferent Broccoli Tickets' });
+
+  const row = buildPanelButtonRow(panelType);
+
+  try {
+    await enqueueSend(channel, { embeds: [embed], components: [row] });
+    await interaction.reply({ content: `Panel created in ${channel}!`, flags: MessageFlags.Ephemeral });
+  } catch (err) {
+    console.error('Panel creation error:', err);
+    await interaction.reply({ content: 'Failed to create panel.', flags: MessageFlags.Ephemeral });
+  }
+}
+
+function buildPanelButtonRow(panelType) {
+  if (panelType === 'both') {
+    return new ActionRowBuilder().addComponents(
+      new ButtonBuilder()
+        .setCustomId('open_ticket_thread')
+        .setLabel('Create ticket (thread)')
+        .setStyle(ButtonStyle.Secondary)
+        .setEmoji('🧵'),
+      new ButtonBuilder()
+        .setCustomId('open_ticket_channel')
+        .setLabel('Create ticket (channel)')
+        .setStyle(ButtonStyle.Secondary)
+        .setEmoji('📁')
+    );
+  }
+  if (panelType === 'thread') {
+    return new ActionRowBuilder().addComponents(
+      new ButtonBuilder()
+        .setCustomId('open_ticket_thread')
+        .setLabel('Create ticket')
+        .setStyle(ButtonStyle.Secondary)
+        .setEmoji('🧵')
+    );
+  }
+  if (panelType === 'category') {
+    return new ActionRowBuilder().addComponents(
+      new ButtonBuilder()
+        .setCustomId('open_ticket_channel')
+        .setLabel('Create ticket')
+        .setStyle(ButtonStyle.Secondary)
+        .setEmoji('📁')
+    );
+  }
+  return new ActionRowBuilder().addComponents(
+    new ButtonBuilder()
+      .setCustomId('open_ticket')
+      .setLabel('Create ticket')
+      .setStyle(ButtonStyle.Secondary)
+      .setEmoji('✅')
+  );
+}
+
+async function handleSignature(interaction) {
+  try {
+    const existingSignature = await StaffSignature.findOne({ userId: interaction.user.id }).lean();
+
+    const modal = new ModalBuilder()
+      .setCustomId(`signature_modal_${interaction.user.id}`)
+      .setTitle('Staff Signature Settings');
+
+    const valedictionInput = new TextInputBuilder()
+      .setCustomId('valediction')
+      .setLabel('Valediction (e.g. "Best regards", "Thanks")')
+      .setStyle(TextInputStyle.Short)
+      .setRequired(false)
+      .setValue(existingSignature?.valediction || '');
+
+    const displayNameInput = new TextInputBuilder()
+      .setCustomId('display_name')
+      .setLabel('Display Name (e.g. "Support Team")')
+      .setStyle(TextInputStyle.Short)
+      .setRequired(false)
+      .setValue(existingSignature?.displayName || '');
+
+    const taglineInput = new TextInputBuilder()
+      .setCustomId('tagline')
+      .setLabel('Tagline (e.g. "Technical Support Specialist")')
+      .setStyle(TextInputStyle.Short)
+      .setRequired(false)
+      .setValue(existingSignature?.tagline || '');
+
+    modal.addComponents(
+      new ActionRowBuilder().addComponents(valedictionInput),
+      new ActionRowBuilder().addComponents(displayNameInput),
+      new ActionRowBuilder().addComponents(taglineInput)
+    );
+
+    await interaction.showModal(modal);
+  } catch (err) {
+    console.error('Signature command error:', err);
+    if (!interaction.replied && !interaction.deferred) {
+      await interaction.reply({ content: 'Failed to open signature settings.', flags: MessageFlags.Ephemeral }).catch(() => {});
+    }
+  }
+}
+
+module.exports = { handlePanel, handleSignature };

handlers/commands/response.js

@@ -0,0 +1,165 @@
+/**
+ * /response (saved tags) and its autocomplete.
+ *
+ * /response is itself a router over its subcommands:
+ *   send / create / edit / delete / list
+ * The autocomplete handler also lives here since the only autocompleting
+ * slash command is /response.
+ */
+const {
+  ActionRowBuilder,
+  ButtonBuilder,
+  ButtonStyle,
+  EmbedBuilder,
+  MessageFlags
+} = require('discord.js');
+const { mongoose } = require('../../db-connection');
+const { CONFIG } = require('../../config');
+const { replaceVariables } = require('../../utils');
+const { logError } = require('../../services/debugLog');
+
+const Tag = mongoose.model('Tag');
+const Ticket = mongoose.model('Ticket');
+
+async function handleResponse(interaction) {
+  const subcommand = interaction.options.getSubcommand();
+  const handler = RESPONSE_SUBCOMMANDS[subcommand];
+  if (!handler) return;
+  try {
+    await handler(interaction);
+  } catch (err) {
+    logError('response-command', err, interaction).catch(() => {});
+    const errorMsg = '❌ An error occurred while processing the response command.';
+    if (interaction.deferred) {
+      await interaction.editReply(errorMsg);
+    } else {
+      await interaction.reply({ content: errorMsg, flags: MessageFlags.Ephemeral });
+    }
+  }
+}
+
+async function handleResponseSend(interaction) {
+  const name = interaction.options.getString('name');
+  const tag = await Tag.findOne({ name }).lean();
+  if (!tag) {
+    return interaction.reply({ content: `❌ Tag "${name}" not found.`, flags: MessageFlags.Ephemeral });
+  }
+
+  const ticket = await Ticket.findOne({ discordThreadId: interaction.channel.id }).lean();
+  const context = {
+    ticket: ticket || {},
+    staff: {
+      username: interaction.user.username,
+      displayName: interaction.member?.displayName,
+      mention: interaction.user.toString()
+    },
+    guild: interaction.guild
+  };
+
+  const content = replaceVariables(tag.content, context);
+  await Tag.updateOne({ name }, { $inc: { useCount: 1 } });
+  // Tag bodies are staff-authored but may include variable substitutions from user/ticket data.
+  // Disable mention parsing so a `@everyone` in a tag body never pings.
+  await interaction.reply({ content, allowedMentions: { parse: [] } });
+}
+
+async function handleResponseCreate(interaction) {
+  const name = interaction.options.getString('name');
+  const content = interaction.options.getString('content');
+
+  try {
+    await Tag.create({ name, content, createdBy: interaction.user.id });
+    await interaction.reply({ content: `✅ Tag "${name}" created successfully.`, flags: MessageFlags.Ephemeral });
+  } catch (err) {
+    if (err.code === 11000 || err.message?.includes('duplicate')) {
+      await interaction.reply({ content: `❌ Tag "${name}" already exists.`, flags: MessageFlags.Ephemeral });
+    } else {
+      logError('tag-create', err, interaction).catch(() => {});
+      await interaction.reply({ content: '❌ Failed to create tag.', flags: MessageFlags.Ephemeral });
+    }
+  }
+}
+
+async function handleResponseEdit(interaction) {
+  const name = interaction.options.getString('name');
+  const content = interaction.options.getString('content');
+
+  try {
+    const result = await Tag.updateOne({ name }, { $set: { content } });
+    if (result.matchedCount === 0) {
+      await interaction.reply({ content: `❌ Tag "${name}" not found.`, flags: MessageFlags.Ephemeral });
+    } else {
+      await interaction.reply({ content: `✅ Tag "${name}" updated successfully.`, flags: MessageFlags.Ephemeral });
+    }
+  } catch (err) {
+    logError('tag-edit', err, interaction).catch(() => {});
+    await interaction.reply({ content: '❌ Failed to edit tag.', flags: MessageFlags.Ephemeral });
+  }
+}
+
+async function handleResponseDelete(interaction) {
+  const name = interaction.options.getString('name');
+  // Use :: delimiter so tag names with underscores parse correctly (Discord customId max 100 chars).
+  const customId = `confirm_delete_tag::${name}`.slice(0, 100);
+  const confirmRow = new ActionRowBuilder().addComponents(
+    new ButtonBuilder()
+      .setCustomId(customId)
+      .setLabel('Yes, Delete Tag')
+      .setStyle(ButtonStyle.Danger),
+    new ButtonBuilder()
+      .setCustomId('cancel_delete_tag')
+      .setLabel('Cancel')
+      .setStyle(ButtonStyle.Secondary)
+  );
+
+  return interaction.reply({
+    content: `⚠️  Are you sure you want to delete the tag "${name}"? This action cannot be undone.`,
+    components: [confirmRow],
+    flags: MessageFlags.Ephemeral
+  });
+}
+
+async function handleResponseList(interaction) {
+  await interaction.deferReply({ flags: MessageFlags.Ephemeral });
+
+  const tags = await Tag.find().sort({ useCount: -1 }).select('name useCount').lean();
+  if (!tags || tags.length === 0) {
+    return interaction.editReply({ content: '📋 No tags available.' });
+  }
+
+  const embed = new EmbedBuilder()
+    .setTitle('📋 Available Saved Responses')
+    .setDescription(
+      tags.map((t, i) => `${i + 1}. **${t.name}** (used ${t.useCount || 0}x)`).join('\n')
+    )
+    .setColor(CONFIG.EMBED_COLOR_INFO)
+    .setFooter({ text: `Total: ${tags.length} tags` });
+
+  await interaction.editReply({ embeds: [embed] });
+}
+
+const RESPONSE_SUBCOMMANDS = {
+  send: handleResponseSend,
+  create: handleResponseCreate,
+  edit: handleResponseEdit,
+  delete: handleResponseDelete,
+  list: handleResponseList
+};
+
+/** Autocomplete handler. Currently only /response uses it. */
+async function handleAutocomplete(interaction) {
+  if (interaction.commandName !== 'response') return;
+  const subcommand = interaction.options.getSubcommand();
+  if (!['send', 'edit', 'delete'].includes(subcommand)) return;
+
+  const focusedValue = interaction.options.getFocused();
+  const tags = await Tag.find().sort({ name: 1 }).select('name').lean();
+  const filtered = tags
+    .filter(t => t.name.toLowerCase().includes(focusedValue.toLowerCase()))
+    .slice(0, 25)
+    .map(t => ({ name: t.name, value: t.name }));
+
+  await interaction.respond(filtered);
+}
+
+module.exports = { handleResponse, handleAutocomplete };

handlers/messages.js

@@ -3,10 +3,11 @@
  */
 const { mongoose } = require('../db-connection');
 const { CONFIG } = require('../config');
-const { extractRawEmail } = require('../utils');
+const { extractRawEmail, isStaff } = require('../utils');
 const { getGmailClient, sendGmailReply } = require('../services/gmail');
 const { updateTicketActivity } = require('../services/tickets');
 const { getNotifyDm } = require('../services/staffSettings');
+const { logError } = require('../services/debugLog');
 
 const Ticket = mongoose.model('Ticket');
 
@@ -19,19 +20,22 @@ async function handleDiscordReply(m) {
   const ticket = await Ticket.findOne({ discordThreadId: m.channel.id }).lean();
   if (!ticket) return;
 
-  // 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);
+  const isStaffMember = isStaff(memberForCheck);
   Ticket.updateOne(
     { discordThreadId: m.channel.id },
-    { $set: { lastMessageAuthorIsStaff: !!isStaffMember, lastActivity: new Date() } }
+    { $set: { lastActivity: new Date() } }
-  ).catch(() => {});
+  ).catch(err => logError('updateActivity', err).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);
+      // Cache-first: GuildMembers intent keeps the cache populated; only fetch
+      // on miss (e.g. cold cache after restart). Avoids a REST round-trip on
+      // every customer reply in a busy ticket.
+      const staffMember = m.guild.members.cache.get(ticket.claimerId)
+        || 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

handlers/sharedHelpers.js

@@ -0,0 +1,54 @@
+/**
+ * Shared helpers for slash-command and button handlers.
+ *
+ * Both handlers/commands.js and handlers/buttons.js use these to avoid
+ * repeating the lookup-and-defer-and-try-catch pattern across 30+ branches.
+ */
+const { MessageFlags } = require('discord.js');
+const { mongoose } = require('../db-connection');
+const { logError } = require('../services/debugLog');
+
+const Ticket = mongoose.model('Ticket');
+
+/**
+ * Look up the ticket linked to this channel; reply with `missingMessage`
+ * (default: "This channel is not linked to a ticket.") and return null if
+ * the channel is not a ticket. Returns the ticket on success.
+ *
+ * @param {import('discord.js').Interaction} interaction
+ * @param {string} [missingMessage]
+ */
+async function findTicketForChannel(interaction, missingMessage = 'This channel is not linked to a ticket.') {
+  const ticket = await Ticket.findOne({ discordThreadId: interaction.channel.id }).lean();
+  if (!ticket) {
+    await interaction.reply({ content: missingMessage, flags: MessageFlags.Ephemeral });
+    return null;
+  }
+  return ticket;
+}
+
+/**
+ * Defer + run + log + reply on error. `verb` is the user-facing verb
+ * (e.g. "escalate"); error messages render as "Failed to <verb> this ticket."
+ * Errors are logged to console + DEBUGGING_CHANNEL_ID via logError(verb, ...).
+ *
+ * @param {import('discord.js').Interaction} interaction
+ * @param {string} verb
+ * @param {() => Promise<void>} fn
+ * @param {{ flags?: number }} [opts] - pass `MessageFlags.Ephemeral` for ephemeral defer
+ */
+async function runDeferred(interaction, verb, fn, { flags } = {}) {
+  try {
+    await interaction.deferReply(flags ? { flags } : {});
+    await fn();
+  } catch (err) {
+    console.error(`${verb} error:`, err);
+    logError(verb, err, interaction).catch(() => {});
+    const msg = `Failed to ${verb} this ticket.`;
+    await interaction.editReply({ content: msg }).catch(() =>
+      interaction.followUp({ content: msg, flags: MessageFlags.Ephemeral }).catch(() => {})
+    );
+  }
+}
+
+module.exports = { findTicketForChannel, runDeferred };

models.js

@@ -5,8 +5,6 @@ var mongoose = require('mongoose');
 const ticketSchema = new mongoose.Schema({
     gmailThreadId: { type: String, required: true, unique: true, index: true },
     discordThreadId: String,
-    broccoliniTicketId: Number,
-    lastSyncedBroccoliniArticleId: Number,
     senderEmail: { type: String, required: true },
     subject: String,
     createdAt: { type: Date, default: Date.now },
@@ -16,18 +14,13 @@ const ticketSchema = new mongoose.Schema({
     escalated: { type: Boolean, default: false },
     escalationTier: { type: Number, default: 0 },
     ticketNumber: Number,
-    renameCount: { type: Number, default: 0 },
-    renameWindowStart: Date,
     priority: { type: String, default: 'normal', enum: ['low', 'normal', 'medium', 'high'] },
     ticketTag: String,
     lastActivity: Date,
-    reminderSent: { type: Boolean, default: false },
     welcomeMessageId: String,
     claimerId: String,
-    staffChannelId: String,
+    creatorId: String,
     parentCategoryId: String,
-    unclaimedRemindersSent: { type: [Number], default: [] },
-    lastMessageAuthorIsStaff: { type: Boolean, default: false },
     pendingDelete: { type: Boolean, default: false }
 });
 ticketSchema.index({ status: 1, lastActivity: 1 });

package.json

@@ -2,13 +2,14 @@
   "dependencies": {
     "discord.js": "^14.25.1",
     "dotenv": "^17.2.4",
-    "dotenv-expand": "^11.0.6",
     "express": "^5.2.1",
     "express-rate-limit": "^8.3.2",
     "googleapis": "^171.4.0",
+    "mongoose": "^8.23.1"
+  },
+  "devDependencies": {
     "mongodb": "^7.1.0",
-    "mongoose": "^6.12.0",
+    "vitest": "^4.1.5"
-    "p-queue": "^6.6.2"
   },
   "name": "broccolini-bot",
   "version": "1.0.0",
@@ -16,6 +17,7 @@
   "main": "broccolini-discord.js",
   "scripts": {
     "start": "node broccolini-discord.js",
+    "test": "vitest run",
     "test-mongodb": "node scripts/test-mongodb.js"
   },
   "keywords": [],

routes/internalApi.js

@@ -4,7 +4,6 @@ const { ChannelType } = require('discord.js');
 const { CONFIG } = require('../config');
 const { safeEqual } = require('../utils');
 const { applyConfigUpdates, readAllConfig } = require('../services/configPersistence');
-const { logSystem } = require('../services/debugLog');
 const { ALLOWED_CONFIG_KEYS } = require('../services/configSchema');
 
 const router = express.Router();
@@ -20,6 +19,17 @@ const internalLimiter = rateLimit({
   message: { error: 'Too many requests, please try again later.' }
 });
 
+// /restart calls process.exit; defense-in-depth tighter floor in case the
+// shared INTERNAL_API_SECRET ever leaks. 2/min is enough for an operator-
+// driven retry but not enough to crash-loop the container.
+const restartLimiter = rateLimit({
+  windowMs: 60 * 1000,
+  max: 2,
+  standardHeaders: true,
+  legacyHeaders: false,
+  message: { error: 'Too many restart attempts.' }
+});
+
 router.use(internalLimiter);
 
 // Middleware: verify internal secret
@@ -54,11 +64,6 @@ router.post('/config', express.json(), async (req, res) => {
     return res.status(400).json({ error: `Disallowed config keys: ${rejected.join(', ')}` });
   }
   const result = applyConfigUpdates(updates);
-  const errorSummary = result.errors.map(e => `${e.key}: ${e.error}`).join(', ');
-  await logSystem('Config updated via settings UI', [
-    { name: 'Keys updated', value: result.applied.join(', ') || 'none', inline: false },
-    { name: 'Errors', value: errorSummary || 'none', inline: false }
-  ]).catch(() => {});
   // Partial success stays 200 so the client can still apply the successful keys.
   // Only 400 when every submitted key failed validation (i.e. the save did nothing).
   const totalSubmitted = Object.keys(updates).length;
@@ -69,7 +74,7 @@ router.post('/config', express.json(), async (req, res) => {
 // GET /discord/guild — return guild info for smart dropdowns
 router.get('/discord/guild', async (req, res) => {
   try {
-    const client = require('../api/botClient').getBot();
+    const client = require('../broccolini-discord').client;
     if (!client) return res.status(503).json({ error: 'Bot not ready' });
 
     const guild = client.guilds.cache.get(CONFIG.DISCORD_GUILD_ID);
@@ -117,7 +122,7 @@ router.get('/discord/guild', async (req, res) => {
 // POST /restart — restart the bot process
 let scheduledRestart = null;
 
-router.post('/restart', express.json(), (req, res) => {
+router.post('/restart', restartLimiter, express.json(), (req, res) => {
   const { mode, scheduledFor } = req.body;
 
   if (mode === 'immediate') {
@@ -178,9 +183,6 @@ router.post('/gmail/reload', express.json(), async (req, res) => {
     if (parent.setGmailPollInterval) {
       parent.setGmailPollInterval(CONFIG.GMAIL_POLL_INTERVAL_MS);
     }
-    await logSystem('Gmail OAuth reloaded', [
-      { name: 'Account', value: emailAddress, inline: false }
-    ]).catch(() => {});
     res.json({ ok: true, email: emailAddress });
   } catch (err) {
     const oauthError = err && err.response && err.response.data && err.response.data.error;

scripts/backfill-creatorId.js

@@ -0,0 +1,88 @@
+#!/usr/bin/env node
+/**
+ * One-shot backfill for Ticket.creatorId on Discord-originated tickets.
+ *
+ * Modal-created tickets (`discord-${ts}-${userId}`): tail segment is the user ID — extract it.
+ * Context-menu tickets (`discord-msg-${ts}-${msgId}`): tail segment is the *message* ID, not the
+ * user ID. Set creatorId = null and let runtime code fall through to the default-name path.
+ * Recovering these would require a Discord API fetch per message, which is unreliable for
+ * already-deleted ticket channels.
+ *
+ * Idempotent: skips tickets that already have creatorId set.
+ *
+ * Usage:
+ *   node scripts/backfill-creatorId.js          # dry-run, prints summary only
+ *   node scripts/backfill-creatorId.js --apply  # writes
+ */
+
+require('dotenv').config();
+const { connectMongoDB, closeMongoDB, mongoose } = require('../db-connection');
+
+const APPLY = process.argv.includes('--apply');
+const MODAL_RE = /^discord-\d+-(\d{17,20})$/;
+
+async function main() {
+  if (!process.env.MONGODB_URI) {
+    console.error('MONGODB_URI not set');
+    process.exit(1);
+  }
+  await connectMongoDB(process.env.MONGODB_URI);
+
+  const Ticket = mongoose.model('Ticket');
+
+  const candidates = await Ticket.find({
+    gmailThreadId: /^discord-/,
+    creatorId: { $in: [null, undefined, ''] }
+  }).select('gmailThreadId creatorId').lean();
+
+  let modalHits = 0;
+  let msgSkipped = 0;
+  let unknown = 0;
+  const ops = [];
+
+  for (const t of candidates) {
+    const id = t.gmailThreadId;
+    const modalMatch = id.match(MODAL_RE);
+    if (modalMatch) {
+      modalHits++;
+      ops.push({
+        updateOne: {
+          filter: { _id: t._id },
+          update: { $set: { creatorId: modalMatch[1] } }
+        }
+      });
+      continue;
+    }
+    if (id.startsWith('discord-msg-')) {
+      msgSkipped++;
+      continue;
+    }
+    unknown++;
+  }
+
+  console.log(`Scanned ${candidates.length} Discord-originated tickets without creatorId.`);
+  console.log(`  Modal-pattern recoverable: ${modalHits}`);
+  console.log(`  Context-menu (unrecoverable, leaving null): ${msgSkipped}`);
+  console.log(`  Unknown shape: ${unknown}`);
+
+  if (!APPLY) {
+    console.log('\nDry-run only. Re-run with --apply to write changes.');
+    await closeMongoDB();
+    return;
+  }
+
+  if (ops.length === 0) {
+    console.log('Nothing to write.');
+    await closeMongoDB();
+    return;
+  }
+
+  const res = await Ticket.bulkWrite(ops, { ordered: false });
+  console.log(`Wrote ${res.modifiedCount} updates.`);
+  await closeMongoDB();
+}
+
+main().catch(err => {
+  console.error(err);
+  process.exit(1);
+});

services/channelQueue.js

@@ -25,10 +25,13 @@ async function executeRename(channel, entry) {
       // (403), or no token configured — fall back to the primary Discord.js client.
       // Non-fallback errors rethrow so enqueueRename's catch can classify/log.
       if (err && err.fallback === true && channel && typeof channel.setName === 'function') {
-        logWarn(
+        // Local log only; discord.js's REST client transparently handles 429s
-          'renameQueue',
+        // on the primary fallback, so this used to post a paired warning to
-          `secondary-bot ${err.status ?? 'unavailable'}; falling back to primary channel=${channel.id}`
+        // the debug channel for every secondary-bot quota event with no
-        ).catch(() => {});
+        // operator action required. Keep the visibility in container logs.
+        console.warn(
+          `[renameQueue] secondary-bot ${err.status ?? 'unavailable'}; falling back to primary channel=${channel.id}`
+        );
         await channel.setName(currentName);
       } else {
         throw err;
@@ -80,6 +83,12 @@ function enqueueRename(channel, newName) {
 
 // Shares renameChains so a move+rename pair on the same channel executes in
 // call order. No coalescing: every move is a distinct chain link.
+//
+// lockPermissions: false preserves the channel's existing permission overwrites
+// across the parent change. With the default (true), Discord re-syncs the
+// channel's overwrites to match the new category and wipes per-user grants —
+// in practice that kicked the ticket creator and any /add'd users off the
+// channel on every escalate / de-escalate / /move.
 function enqueueMove(channel, categoryId) {
   let entry = renameChains.get(channel.id);
   if (!entry) {
@@ -87,7 +96,7 @@ function enqueueMove(channel, categoryId) {
     renameChains.set(channel.id, entry);
   }
 
-  const next = entry.chain.catch(() => {}).then(() => channel.setParent(categoryId, { lockPermissions: true }));
+  const next = entry.chain.catch(() => {}).then(() => channel.setParent(categoryId, { lockPermissions: false }));
   entry.chain = next;
 
   next.catch((err) => {
@@ -113,6 +122,81 @@ function enqueueMove(channel, categoryId) {
   return next;
 }
 
+// Shares renameChains so a permissionOverwrite mutation serializes with pending
+// renames/moves on the same channel. Mode 'create' calls
+// `channel.permissionOverwrites.create(id, perms)`; 'delete' calls
+// `channel.permissionOverwrites.delete(id)`. No coalescing.
+function enqueueOverwrite(channel, id, perms, mode = 'create') {
+  let entry = renameChains.get(channel.id);
+  if (!entry) {
+    entry = { chain: Promise.resolve(), pendingName: null };
+    renameChains.set(channel.id, entry);
+  }
+
+  const next = entry.chain.catch(() => {}).then(() =>
+    mode === 'delete'
+      ? channel.permissionOverwrites.delete(id)
+      : channel.permissionOverwrites.create(id, perms)
+  );
+  entry.chain = next;
+
+  next.catch((err) => {
+    logWarn('overwriteQueue', `Overwrite ${mode} failed for ${channel.name}: ${err && err.message || err}`).catch(() => {});
+    const status = err && err.status;
+    const msg = (err && err.message) || String(err);
+    if (status === 401 || status === 403) {
+      logError(
+        'overwriteQueue:token/permission',
+        new Error(`${status} channel=${channel.id} target=${id} mode=${mode}: ${msg}`)
+      ).catch(() => {});
+    } else if (status === 429) {
+      logError(
+        'overwriteQueue:ratelimited',
+        new Error(`429 channel=${channel.id} target=${id} mode=${mode}: ${msg}`)
+      ).catch(() => {});
+    }
+  }).finally(() => {
+    if (renameChains.get(channel.id) === entry && entry.chain === next && entry.pendingName == null) {
+      renameChains.delete(channel.id);
+    }
+  });
+  return next;
+}
+
+// Shares renameChains so setTopic serializes with pending renames/moves.
+function enqueueTopic(channel, text) {
+  let entry = renameChains.get(channel.id);
+  if (!entry) {
+    entry = { chain: Promise.resolve(), pendingName: null };
+    renameChains.set(channel.id, entry);
+  }
+
+  const next = entry.chain.catch(() => {}).then(() => channel.setTopic(text));
+  entry.chain = next;
+
+  next.catch((err) => {
+    logWarn('topicQueue', `Topic set failed for ${channel.name}: ${err && err.message || err}`).catch(() => {});
+    const status = err && err.status;
+    const msg = (err && err.message) || String(err);
+    if (status === 401 || status === 403) {
+      logError(
+        'topicQueue:token/permission',
+        new Error(`${status} channel=${channel.id}: ${msg}`)
+      ).catch(() => {});
+    } else if (status === 429) {
+      logError(
+        'topicQueue:ratelimited',
+        new Error(`429 channel=${channel.id}: ${msg}`)
+      ).catch(() => {});
+    }
+  }).finally(() => {
+    if (renameChains.get(channel.id) === entry && entry.chain === next && entry.pendingName == null) {
+      renameChains.delete(channel.id);
+    }
+  });
+  return next;
+}
+
 // Per-channel promise chain for send ordering and to prevent interleaving.
 const sendChains = new Map();
 
@@ -157,4 +241,4 @@ function enqueueDelete(channel) {
   return next;
 }
 
-module.exports = { enqueueRename, enqueueMove, enqueueSend, enqueueDelete };
+module.exports = { enqueueRename, enqueueMove, enqueueOverwrite, enqueueTopic, enqueueSend, enqueueDelete };

services/configPersistence.js

@@ -150,7 +150,16 @@ function writeEnvFile(updates) {
 
   const roundtrip = readEnvFile();
   if (roundtrip.size !== expected) {
-    throw new Error(`writeEnvFile: key count mismatch after write (expected ${expected}, got ${roundtrip.size})`);
+    const expectedKeys = new Set(updates.keys());
+    const actualKeys = new Set(roundtrip.keys());
+    const missing = [...expectedKeys].filter(k => !actualKeys.has(k));
+    const extra = [...actualKeys].filter(k => !expectedKeys.has(k));
+    throw new Error(
+      `writeEnvFile: key count mismatch after write ` +
+      `(expected ${expected}, got ${roundtrip.size})` +
+      (missing.length ? `. Missing: [${missing.join(', ')}]` : '') +
+      (extra.length ? `. Extra: [${extra.join(', ')}]` : '')
+    );
   }
 }
 

services/configSchema.js

@@ -19,8 +19,7 @@
 
 const ALLOWED_CONFIG_KEYS = new Set([
   // Ticket settings
-  'TICKET_CATEGORY_ID', 'TICKET_CATEGORY_NAME', 'TICKET_T2_CATEGORY_NAME', 'TICKET_T3_CATEGORY_NAME',
+  'TICKET_CATEGORY_ID', 'TICKET_CATEGORY_NAME', 'DISCORD_TICKET_CATEGORY_ID',
-  'EMAIL_TICKET_OVERFLOW_CATEGORY_IDS', 'DISCORD_TICKET_CATEGORY_ID', 'DISCORD_TICKET_OVERFLOW_CATEGORY_IDS',
   // Escalation categories
   'EMAIL_ESCALATED2_CHANNEL_ID', 'DISCORD_ESCALATED2_CHANNEL_ID',
   'EMAIL_ESCALATED3_CHANNEL_ID', 'DISCORD_ESCALATED3_CHANNEL_ID',
@@ -29,12 +28,11 @@ const ALLOWED_CONFIG_KEYS = new Set([
   'ADMIN_ID',
   // Channel IDs
   'TRANSCRIPT_CHANNEL_ID', 'LOGGING_CHANNEL_ID', 'DEBUGGING_CHANNEL_ID',
-  'DISCORD_CHANNEL_ID',
   'RENAME_LOG_CHANNEL_ID',
   // Messages and labels
   'ESCALATION_MESSAGE', 'TICKET_CLOSE_SUBJECT_PREFIX', 'TICKET_CLOSE_MESSAGE', 'TICKET_CLOSE_SIGNATURE',
   'DISCORD_CLOSE_MESSAGE', 'DISCORD_TRANSCRIPT_MESSAGE', 'DISCORD_AUTO_CLOSE_MESSAGE',
-  'AUTO_CLOSE_MESSAGE', 'TICKET_WELCOME_MESSAGE', 'TICKET_CLAIMED_MESSAGE', 'TICKET_UNCLAIMED_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
@@ -46,11 +44,11 @@ const ALLOWED_CONFIG_KEYS = new Set([
   'STAFF_THREAD_ENABLED', 'STAFF_THREAD_NAME', 'STAFF_THREAD_AUTO_ADD_ROLE', 'STAFF_THREAD_ROLE_ID',
   'PIN_INITIAL_MESSAGE_ENABLED', 'PIN_ESCALATION_MESSAGE_ENABLED', 'PIN_SUPPRESS_SYSTEM_MESSAGE',
   // Limits and thresholds
-  'GLOBAL_TICKET_LIMIT', 'TICKET_LIMIT_PER_CATEGORY',
+  'GLOBAL_TICKET_LIMIT',
   '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',
+  'EMBED_COLOR_OPEN', 'EMBED_COLOR_CLAIMED', 'EMBED_COLOR_ESCALATED', 'EMBED_COLOR_INFO',
   'PRIORITY_HIGH_EMOJI', 'PRIORITY_MEDIUM_EMOJI', 'PRIORITY_LOW_EMOJI'
 ]);
 
@@ -201,32 +199,7 @@ 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,
+  getValidator
-  ALL_VALIDATORS,
-  getValidator,
-  inferType
 };

services/debugLog.js

@@ -11,6 +11,24 @@ function setClient(c) {
   client = c;
 }
 
+// --- PII redaction ---
+
+// Email addresses (loose regex — covers most RFC 5321 local parts that show up
+// in support traffic) and Discord snowflakes (18–20 digit numeric IDs) get
+// redacted before stack/message text reaches the debug channel. Both can land
+// in error stacks via senderEmail interpolation, channel IDs in error
+// messages, etc. — redacting at the boundary keeps the debug channel useful
+// for triage without leaking customer addresses or staff member IDs.
+const EMAIL_REDACT_RE = /[\w.+-]+@[\w.-]+\.\w+/g;
+const SNOWFLAKE_REDACT_RE = /\b\d{18,20}\b/g;
+
+function redactPII(s) {
+  if (s == null) return '';
+  return String(s)
+    .replace(EMAIL_REDACT_RE, '[EMAIL_REDACTED]')
+    .replace(SNOWFLAKE_REDACT_RE, '[ID_REDACTED]');
+}
+
 // --- Helpers ---
 
 async function sendToChannel(channelId, embed, overrideClient) {
@@ -38,9 +56,10 @@ async function logError(context, error, interaction = null, overrideClient = nul
     const commandLine = (interaction?.commandName || interaction?.customId)
       ? `Command/Button: ${interaction.commandName || interaction.customId}\n`
       : '';
-    const stack = (error.stack || error.message || String(error)).slice(0, 1500);
+    const message = redactPII(error.message || String(error));
+    const stack = redactPII(error.stack || error.message || String(error)).slice(0, 1500);
     await channel.send({
-      content: `\`[${context}]\` ${error.message || String(error)}\n${userLine}${commandLine}\n\`\`\`${stack}\`\`\``
+      content: `\`[${context}]\` ${message}\n${userLine}${commandLine}\n\`\`\`${stack}\`\`\``
     });
   } catch (_) {
     // ignore send failures
@@ -52,19 +71,12 @@ async function logError(context, error, interaction = null, overrideClient = nul
 async function logWarn(context, message, overrideClient = null) {
   const embed = new EmbedBuilder()
     .setTitle(`Warning: ${context}`)
-    .setDescription(String(message).slice(0, 4000))
+    .setDescription(redactPII(String(message)).slice(0, 4000))
     .setColor(0xFFFF00)
     .setTimestamp();
   await sendToChannel(CONFIG.DEBUGGING_CHANNEL_ID, embed, overrideClient);
 }
 
-// --- logEvent (generic – posts to any configured channel) ---
-
-async function logEvent(channelConfigKey, embed, overrideClient = null) {
-  const channelId = CONFIG[channelConfigKey];
-  await sendToChannel(channelId, embed, overrideClient);
-}
-
 // --- logTicketEvent ---
 
 async function logTicketEvent(action, fields, interaction = null) {
@@ -76,49 +88,12 @@ async function logTicketEvent(action, fields, interaction = null) {
   if (interaction?.user?.tag) {
     embed.setFooter({ text: interaction.user.tag });
   }
-  await sendToChannel(CONFIG.LOG_CHAN, embed, interaction?.client);
+  await sendToChannel(CONFIG.LOGGING_CHANNEL_ID, embed, interaction?.client);
 }
 
-// --- logGmail ---
-
-async function logGmail(...args) { return; }
-
-// --- logAutomation ---
-
-async function logAutomation(...args) { return; }
-
-// --- logSecurity ---
-
-async function logSecurity(...args) { return; }
-
-// --- logIntegrity ---
-
-async function logIntegrity(issue, detail, overrideClient = null) {
-  const embed = new EmbedBuilder()
-    .setTitle('Ticket Integrity Issue')
-    .setColor(0xFF0000)
-    .addFields(
-      { name: 'Issue', value: String(issue).slice(0, 256), inline: false },
-      { name: 'Detail', value: String(detail || 'N/A').slice(0, 1024), inline: false },
-      { name: 'Timestamp', value: new Date().toISOString(), inline: true }
-    )
-    .setTimestamp();
-  await sendToChannel(CONFIG.DEBUGGING_CHANNEL_ID, embed, overrideClient);
-}
-
-// --- logSystem ---
-
-async function logSystem(...args) { return; }
-
 module.exports = {
   setClient,
   logError,
   logWarn,
-  logEvent,
+  logTicketEvent
-  logTicketEvent,
-  logGmail,
-  logAutomation,
-  logSecurity,
-  logIntegrity,
-  logSystem
 };

services/gmail.js

@@ -1,5 +1,5 @@
 /**
- * Gmail service – OAuth client, send reply, send ticket-closed email.
+ * Gmail service – OAuth client, send reply, send ticket-closed/notification emails.
  */
 const { google } = require('googleapis');
 const { CONFIG } = require('../config');
@@ -56,8 +56,6 @@ function getGmailClient() {
  *
  * Throws if the env file is missing the token, or if the probe call (getProfile)
  * fails — the caller surfaces the error so the UI can see why.
- *
- * @returns {Promise<{emailAddress: string}>}
  */
 async function reloadGmailClient() {
   const envMap = readEnvFile();
@@ -74,276 +72,53 @@ async function reloadGmailClient() {
   return { emailAddress: profile.data.emailAddress };
 }
 
-async function sendTicketClosedEmail(ticket, closerName, userId = null) {
+// Fetch the first message's Subject + Message-ID from a Gmail thread, used to
+// derive a faithful Re: subject and a proper In-Reply-To/References header.
+async function fetchThreadSubjectAndMsgId(gmail, threadId) {
   try {
-    const gmail = getGmailClient();
+    const thread = await gmail.users.threads.get({ userId: 'me', id: threadId });
-
+    const firstMsg = (thread.data.messages || [])[0];
-    // Send to the ticket sender (customer), not derived from thread (which can be support)
+    const headers = firstMsg?.payload?.headers || [];
-    const recipientEmail = sanitizeHeaderValue(extractRawEmail(ticket.senderEmail || '')).toLowerCase();
+    return {
-    if (!recipientEmail || recipientEmail === CONFIG.MY_EMAIL) return;
+      subject: headers.find(h => h.name === 'Subject')?.value || null,
-    if (!EMAIL_RE.test(recipientEmail)) {
+      msgId: sanitizeHeaderValue(headers.find(h => h.name === 'Message-ID')?.value) || null
-      logError('sendTicketClosedEmail: invalid recipient', new Error(`Rejected: ${recipientEmail}`)).catch(() => {});
+    };
-      return;
+  } catch (_) {
-    }
+    return { subject: null, msgId: null };
-
-    let originalSubject = null;
-    let msgId = null;
-    try {
-      const thread = await gmail.users.threads.get({
-        userId: 'me',
-        id: ticket.gmailThreadId
-      });
-      const messages = thread.data.messages || [];
-      const firstMsg = messages[0];
-      if (firstMsg?.payload?.headers) {
-        const subj = firstMsg.payload.headers.find(h => h.name === 'Subject')?.value;
-        if (subj) originalSubject = subj;
-        msgId = sanitizeHeaderValue(firstMsg.payload.headers.find(h => h.name === 'Message-ID')?.value);
-      }
-    } catch (_) {}
-
-    const baseSubject = originalSubject || ticket.subject || 'Support';
-    const stripped = String(baseSubject).replace(/^(?:\s*Re\s*:\s*)+/i, '');
-    const safeSubject = sanitizeHeaderValue(`Re: ${stripped}`);
-    const utf8Subject = `=?utf-8?B?${Buffer.from(safeSubject).toString('base64')}?=`;
-
-    const messageBody = `${closerName} has marked this ticket as resolved. If you would like to re-open this issue, please reply to this email.`;
-
-    let signatureBlocks = { text: '', html: '' };
-    if (userId) {
-      signatureBlocks = await getStaffSignatureBlocks(userId);
-    }
-    // signatureBlocks.html arrives pre-escaped from getStaffSignatureBlocks.
-    const safeStaffSigHtml = signatureBlocks.html ? signatureBlocks.html.replace(/\n/g, '<br>') : '';
-    const safeStaffSigText = signatureBlocks.text;
-
-    const htmlBody = `
-    <div style="font-family: sans-serif; font-size: 14px; color: #333;">
-      <p>${escapeHtml(messageBody).replace(/\n/g, '<br>')}</p>
-      ${safeStaffSigHtml ? `<p style="margin: 10px 0;">${safeStaffSigHtml}</p>` : ''}
-      ${buildCompanySigHtml()}
-    </div>`;
-
-    const boundary = '000000000000' + Date.now().toString(16);
-
-    const plainBody = [];
-    plainBody.push(messageBody);
-    if (safeStaffSigText) {
-      plainBody.push('');
-      plainBody.push(safeStaffSigText);
-    }
-    plainBody.push('');
-    plainBody.push(...buildCompanySigText().split('\n'));
-
-    const headers = [
-      `From: ${sanitizeHeaderValue(CONFIG.MY_EMAIL)}`,
-      `To: ${recipientEmail}`,
-      `Subject: ${utf8Subject}`,
-      msgId && `In-Reply-To: ${msgId}`,
-      msgId && `References: ${msgId}`,
-      'MIME-Version: 1.0',
-      `Content-Type: multipart/alternative; boundary="${boundary}"`
-    ].filter(Boolean);
-
-    const raw = Buffer.from([
-      ...headers,
-      '',
-      `--${boundary}`,
-      'Content-Type: text/plain; charset="UTF-8"',
-      '',
-      ...plainBody,
-      '',
-      `--${boundary}`,
-      'Content-Type: text/html; charset="UTF-8"',
-      '',
-      htmlBody,
-      '',
-      `--${boundary}--`
-    ].join('\r\n'))
-      .toString('base64')
-      .replace(/\+/g, '-').replace(/\//g, '_').replace(/=+$/, '');
-
-    await gmail.users.messages.send({
-      userId: 'me',
-      requestBody: { raw, threadId: ticket.gmailThreadId }
-    });
-  } catch (err) {
-    console.error('Ticket closed email error:', err);
   }
 }
 
-// StaffSignature model is registered in models.js; re-import here for use in this file
+// Strip leading "Re:" variants and re-prepend a single one, then RFC 2047 encode.
-const { mongoose } = require('../db-connection');
+function encodeReplySubject(baseSubject) {
-const StaffSignature = mongoose.model('StaffSignature');
+  const stripped = String(baseSubject).replace(/^(?:\s*Re\s*:\s*)+/i, '');
-
+  const safe = sanitizeHeaderValue(`Re: ${stripped}`);
-/**
+  return `=?utf-8?B?${Buffer.from(safe).toString('base64')}?=`;
- * Send a notification email in the ticket thread (e.g. escalation, high-priority).
- * @param {Object} ticket - Ticket with gmailThreadId, senderEmail, subject
- * @param {string} subjectLine - Subject line (e.g. "Ticket escalated" or "Priority updated")
- * @param {string} messageBody - Plain or HTML message body
- * @param {string} [fromLabel] - Label for "From" (e.g. "Support on Discord")
- * @param {string} [userId] - Discord user ID for signature (optional)
- */
-async function sendTicketNotificationEmail(ticket, subjectLine, messageBody, fromLabel, userId = null) {
-  try {
-    const gmail = getGmailClient();
-    const recipientEmail = sanitizeHeaderValue(extractRawEmail(ticket.senderEmail || '')).toLowerCase();
-    if (!recipientEmail || recipientEmail === CONFIG.MY_EMAIL) return;
-    if (!EMAIL_RE.test(recipientEmail)) {
-      logError('sendTicketNotificationEmail: invalid recipient', new Error(`Rejected: ${recipientEmail}`)).catch(() => {});
-      return;
-    }
-
-    let originalSubject = null;
-    let msgId = null;
-    try {
-      const thread = await gmail.users.threads.get({
-        userId: 'me',
-        id: ticket.gmailThreadId
-      });
-      const messages = thread.data.messages || [];
-      const firstMsg = messages[0];
-      if (firstMsg?.payload?.headers) {
-        const subj = firstMsg.payload.headers.find(h => h.name === 'Subject')?.value;
-        if (subj) originalSubject = subj;
-        msgId = sanitizeHeaderValue(firstMsg.payload.headers.find(h => h.name === 'Message-ID')?.value);
-      }
-    } catch (_) {}
-
-    // Thread-safety: derive Subject from the last thread message; strip any leading
-    // Re:/RE:/Re : variants and re-prepend a single "Re: ". Fall back to subjectLine
-    // (legacy param) only if the thread lookup gave us nothing.
-    const baseSubject = originalSubject || subjectLine || ticket.subject || 'Support';
-    const stripped = String(baseSubject).replace(/^(?:\s*Re\s*:\s*)+/i, '');
-    const safeSubject = sanitizeHeaderValue(`Re: ${stripped}`);
-    const utf8Subject = `=?utf-8?B?${Buffer.from(safeSubject).toString('base64')}?=`;
-
-    let signatureBlocks = { text: '', html: '' };
-    if (userId) {
-      signatureBlocks = await getStaffSignatureBlocks(userId);
-    }
-    // signatureBlocks.html arrives pre-escaped from getStaffSignatureBlocks.
-    const safeStaffSigHtml = signatureBlocks.html ? signatureBlocks.html.replace(/\n/g, '<br>') : '';
-    const safeStaffSigText = signatureBlocks.text;
-
-    const htmlBody = `
-    <div style="font-family: sans-serif; font-size: 14px; color: #333;">
-      <p>${escapeHtml(messageBody || '').replace(/\n/g, '<br>')}</p>
-      ${safeStaffSigHtml ? `<p style="margin: 10px 0;">${safeStaffSigHtml}</p>` : ''}
-      ${buildCompanySigHtml()}
-    </div>`;
-
-    const boundary = '000000000000' + Date.now().toString(16);
-
-    const plainBody = [];
-    plainBody.push(messageBody || '');
-    if (safeStaffSigText) {
-      plainBody.push('');
-      plainBody.push(safeStaffSigText);
-    }
-    plainBody.push('');
-    plainBody.push(...buildCompanySigText().split('\n'));
-
-    const headers = [
-      `From: ${sanitizeHeaderValue(CONFIG.MY_EMAIL)}`,
-      `To: ${recipientEmail}`,
-      `Subject: ${utf8Subject}`,
-      msgId && `In-Reply-To: ${msgId}`,
-      msgId && `References: ${msgId}`,
-      'MIME-Version: 1.0',
-      `Content-Type: multipart/alternative; boundary="${boundary}"`
-    ].filter(Boolean);
-
-    const raw = Buffer.from([
-      ...headers,
-      '',
-      `--${boundary}`,
-      'Content-Type: text/plain; charset="UTF-8"',
-      '',
-      ...plainBody,
-      '',
-      `--${boundary}`,
-      'Content-Type: text/html; charset="UTF-8"',
-      '',
-      htmlBody,
-      '',
-      `--${boundary}--`
-    ].join('\r\n'))
-      .toString('base64')
-      .replace(/\+/g, '-').replace(/\//g, '_').replace(/=+$/, '');
-
-    await gmail.users.messages.send({
-      userId: 'me',
-      requestBody: { raw, threadId: ticket.gmailThreadId }
-    });
-  } catch (err) {
-    console.error('Ticket notification email error:', err);
-  }
 }
 
-/**
+// Compose and send a multipart/alternative reply on an existing Gmail thread.
- * Send a Gmail reply to a ticket
+async function sendThreadedEmail(gmail, { threadId, recipient, encodedSubject, msgId, messageText, userId }) {
- * @param {string} threadId - Gmail thread ID
+  const sigBlocks = userId ? await getStaffSignatureBlocks(userId) : { text: '', html: '' };
- * @param {string} replyText - Reply text
+  const safeStaffSigHtml = sigBlocks.html ? sigBlocks.html.replace(/\n/g, '<br>') : '';
- * @param {string} recipientEmail - Recipient email
+  const safeStaffSigText = sigBlocks.text;
- * @param {string} subject - Subject line
- * @param {string} messageId - Message ID (optional)
- * @param {string} userId - Discord user ID for optional personal valediction/tagline (optional)
- */
-async function sendGmailReply(
-  threadId,
-  replyText,
-  recipientEmail,
-  subject,
-  messageId,
-  userId = null
-) {
-  const gmail = getGmailClient();
-
-  const safeRecipient = sanitizeHeaderValue(extractRawEmail(recipientEmail || '')).toLowerCase();
-  if (!EMAIL_RE.test(safeRecipient)) {
-    logError('sendGmailReply: invalid recipient', new Error(`Rejected: ${safeRecipient}`)).catch(() => {});
-    return null;
-  }
-  const safeMessageId = sanitizeHeaderValue(messageId);
-  const safeSubject = sanitizeHeaderValue(`Re: ${subject}`);
-
-  const utf8Subject = `=?utf-8?B?${Buffer.from(
-    safeSubject
-  ).toString('base64')}?=`;
-
-  let signatureBlocks = { text: '', html: '' };
-  if (userId) {
-    signatureBlocks = await getStaffSignatureBlocks(userId);
-  }
-  // signatureBlocks.html must arrive pre-escaped; do not inject raw HTML here.
-  const safeStaffSigHtml = signatureBlocks.html ? signatureBlocks.html.replace(/\n/g, '<br>') : '';
-  const safeStaffSigText = signatureBlocks.text;
 
   const htmlBody = `
     <div style="font-family: sans-serif; font-size: 14px; color: #333;">
-      <p>${escapeHtml(replyText).replace(/\n/g, '<br>')}</p>
+      <p>${escapeHtml(messageText || '').replace(/\n/g, '<br>')}</p>
       ${safeStaffSigHtml ? `<p style="margin: 10px 0;">${safeStaffSigHtml}</p>` : ''}
       ${buildCompanySigHtml()}
     </div>`;
 
+  const plainBody = [messageText || ''];
+  if (safeStaffSigText) plainBody.push('', safeStaffSigText);
+  plainBody.push('', ...buildCompanySigText().split('\n'));
+
   const boundary = '000000000000' + Date.now().toString(16);
-
-  const plainBody = [];
-  plainBody.push(replyText);
-  if (safeStaffSigText) {
-    plainBody.push('');
-    plainBody.push(safeStaffSigText);
-  }
-  plainBody.push('');
-  plainBody.push(...buildCompanySigText().split('\n'));
-
   const headers = [
     `From: ${sanitizeHeaderValue(CONFIG.MY_EMAIL)}`,
-    `To: ${safeRecipient}`,
+    `To: ${recipient}`,
-    `Subject: ${utf8Subject}`,
+    `Subject: ${encodedSubject}`,
-    safeMessageId && `In-Reply-To: ${safeMessageId}`,
+    msgId && `In-Reply-To: ${msgId}`,
-    safeMessageId && `References: ${safeMessageId}`,
+    msgId && `References: ${msgId}`,
     'MIME-Version: 1.0',
     `Content-Type: multipart/alternative; boundary="${boundary}"`
   ].filter(Boolean);
@@ -366,9 +141,92 @@ async function sendGmailReply(
     .toString('base64')
     .replace(/\+/g, '-').replace(/\//g, '_').replace(/=+$/, '');
 
-  await gmail.users.messages.send({
+  await gmail.users.messages.send({ userId: 'me', requestBody: { raw, threadId } });
-    userId: 'me',
+}
-    requestBody: { raw, threadId }
+
+// Resolve and validate a customer recipient from a ticket's senderEmail.
+// Returns null and logs if invalid or self-addressed.
+function resolveCustomerRecipient(ticket, context) {
+  const recipientEmail = sanitizeHeaderValue(extractRawEmail(ticket.senderEmail || '')).toLowerCase();
+  if (!recipientEmail || recipientEmail === CONFIG.MY_EMAIL) return null;
+  if (!EMAIL_RE.test(recipientEmail)) {
+    logError(`${context}: invalid recipient`, new Error(`Rejected: ${recipientEmail}`)).catch(() => {});
+    return null;
+  }
+  return recipientEmail;
+}
+
+async function sendTicketClosedEmail(ticket, closerName, userId = null) {
+  try {
+    const recipient = resolveCustomerRecipient(ticket, 'sendTicketClosedEmail');
+    if (!recipient) return;
+
+    const gmail = getGmailClient();
+    const { subject, msgId } = await fetchThreadSubjectAndMsgId(gmail, ticket.gmailThreadId);
+    const encodedSubject = encodeReplySubject(subject || ticket.subject || 'Support');
+    const messageText = `${closerName} has marked this ticket as resolved. If you would like to re-open this issue, please reply to this email.`;
+
+    await sendThreadedEmail(gmail, {
+      threadId: ticket.gmailThreadId,
+      recipient,
+      encodedSubject,
+      msgId,
+      messageText,
+      userId
+    });
+  } catch (err) {
+    console.error('Ticket closed email error:', err);
+  }
+}
+
+/**
+ * Send a notification email in the ticket thread (e.g. escalation, high-priority).
+ * @param {Object} ticket - Ticket with gmailThreadId, senderEmail, subject
+ * @param {string} subjectLine - Fallback subject if the thread can't be queried
+ * @param {string} messageBody - Plain or HTML message body
+ * @param {string} [userId] - Discord user ID for signature (optional)
+ */
+async function sendTicketNotificationEmail(ticket, subjectLine, messageBody, userId = null) {
+  try {
+    const recipient = resolveCustomerRecipient(ticket, 'sendTicketNotificationEmail');
+    if (!recipient) return;
+
+    const gmail = getGmailClient();
+    const { subject, msgId } = await fetchThreadSubjectAndMsgId(gmail, ticket.gmailThreadId);
+    const encodedSubject = encodeReplySubject(subject || subjectLine || ticket.subject || 'Support');
+
+    await sendThreadedEmail(gmail, {
+      threadId: ticket.gmailThreadId,
+      recipient,
+      encodedSubject,
+      msgId,
+      messageText: messageBody,
+      userId
+    });
+  } catch (err) {
+    console.error('Ticket notification email error:', err);
+  }
+}
+
+/**
+ * Send a Gmail reply on an existing thread. Caller supplies subject + messageId
+ * (typically pulled from the latest non-self message in the thread).
+ */
+async function sendGmailReply(threadId, replyText, recipientEmail, subject, messageId, userId = null) {
+  const safeRecipient = sanitizeHeaderValue(extractRawEmail(recipientEmail || '')).toLowerCase();
+  if (!EMAIL_RE.test(safeRecipient)) {
+    logError('sendGmailReply: invalid recipient', new Error(`Rejected: ${safeRecipient}`)).catch(() => {});
+    return null;
+  }
+
+  const gmail = getGmailClient();
+  await sendThreadedEmail(gmail, {
+    threadId,
+    recipient: safeRecipient,
+    encodedSubject: encodeReplySubject(subject || 'Support'),
+    msgId: sanitizeHeaderValue(messageId) || null,
+    messageText: replyText,
+    userId
   });
 }
 

services/pinMessage.js

@@ -31,9 +31,9 @@ async function pinMessage(message, client) {
     }
   } catch (err) {
     if (err.code === 30003) {
-      await logWarn('pinMessage', `Max pins reached in channel #${message.channel.name} — could not pin message.`, client).catch(() => {});
+      logWarn('pinMessage', `Max pins reached in channel #${message.channel.name} — could not pin message.`, client).catch(() => {});
     } else {
-      await logWarn('pinMessage', `Failed to pin message in #${message.channel.name}: ${err.message}`, client).catch(() => {});
+      logWarn('pinMessage', `Failed to pin message in #${message.channel.name}: ${err.message}`, client).catch(() => {});
     }
   }
 }

services/staffThread.js

@@ -11,9 +11,10 @@
  *   is logged via logWarn.
  * - invitable: false means only staff with MANAGE_THREADS can add additional
  *   members — this is intentional for privacy.
- * - guild.members.fetch() in addRoleMembersToThread can be slow on large
+ * - addRoleMembersToThread reads from role.members (cache-derived) and only
- *   servers. The 300ms delay between adds avoids the thread member add rate
+ *   falls back to a scoped guild.members.fetch on cache miss. The 300ms
- *   limit (approximately 5/second).
+ *   delay between adds avoids the thread member add rate limit (~5/sec).
+ *   It runs via setImmediate so it doesn't block ticket creation.
  */
 const { ChannelType } = require('discord.js');
 const { CONFIG } = require('../config');
@@ -39,7 +40,11 @@ async function createStaffThread(channel, client) {
     });
 
     if (CONFIG.STAFF_THREAD_AUTO_ADD_ROLE && CONFIG.STAFF_THREAD_ROLE_ID) {
-      await addRoleMembersToThread(thread, channel.guild, client);
+      // Run off the critical path — the add loop is rate-limited at 300ms per
+      // member and would block ticket creation for ~15s on a 50-member role.
+      setImmediate(() => {
+        addRoleMembersToThread(thread, channel.guild, client).catch(() => {});
+      });
     }
 
     return thread;
@@ -48,30 +53,40 @@ async function createStaffThread(channel, client) {
     if (err.code === 50024 || err.code === 160004) {
       logWarn('staffThread', `Cannot create private thread in ${channel.name}: server may lack Community features or required boost level (code ${err.code}).`).catch(() => {});
     }
-    await logError('staffThread:create', err, null, client).catch(() => {});
+    logError('staffThread:create', err, null, client).catch(() => {});
     return null;
   }
 }
 
 /**
  * Add all members of the staff role to the thread.
+ *
+ * Prefers role.members (computed from guild.members.cache, kept in sync via
+ * the GuildMembers gateway intent — see broccolini-discord.js intents). Only
+ * falls back to a scoped guild.members.fetch on cache miss (e.g. cold cache
+ * just after restart). Previously called the unscoped guild.members.fetch()
+ * on every ticket creation, which chunked all members of the guild — wasted
+ * gateway/REST budget and added ~15s to ticket creation on busy guilds.
  */
 async function addRoleMembersToThread(thread, guild, client) {
   try {
     const role = await guild.roles.fetch(CONFIG.STAFF_THREAD_ROLE_ID).catch(() => null);
     if (!role) return;
 
-    await guild.members.fetch();
+    let members = role.members.filter(m => !m.user.bot);
-    const members = guild.members.cache.filter(m =>
+    if (members.size === 0) {
-      m.roles.cache.has(CONFIG.STAFF_THREAD_ROLE_ID) && !m.user.bot
+      // Cache cold (first ticket after restart). withPresences: false skips
-    );
+      // the presence sync, which is irrelevant for thread-add and expensive.
+      await guild.members.fetch({ withPresences: false }).catch(() => {});
+      members = role.members.filter(m => !m.user.bot);
+    }
 
     for (const [, member] of members) {
       await thread.members.add(member.id).catch(() => {});
       await new Promise(r => setTimeout(r, 300));
     }
   } catch (err) {
-    await logError('staffThread:addMembers', err, null, client).catch(() => {});
+    logError('staffThread:addMembers', err, null, client).catch(() => {});
   }
 }
 

services/tickets.js

@@ -2,11 +2,9 @@
  * Ticket database helpers – counters, rename, limits, auto-close,
  * reminders, auto-unclaim, channel creation.
  */
-const { ChannelType, PermissionFlagsBits } = require('discord.js');
+const { ChannelType } = 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');
@@ -30,9 +28,6 @@ async function getNextTicketNumber(senderEmail) {
 // 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();
 }
@@ -56,7 +51,12 @@ function toDiscordSafeName(str) {
  */
 async function resolveCreatorNickname(guild, ticket) {
   if (ticket.gmailThreadId.startsWith('discord-')) {
-    const creatorUserId = ticket.gmailThreadId.split('-').pop();
+    // Prefer ticket.creatorId (stored on creation). Legacy fallback parses the
+    // tail segment, which is correct for discord-${ts}-${userId} but returns
+    // the message ID for discord-msg-${ts}-${msgId} — skip the parse for those.
+    const creatorUserId = ticket.creatorId
+      || (ticket.gmailThreadId.startsWith('discord-msg-') ? null : ticket.gmailThreadId.split('-').pop());
+    if (!creatorUserId) return getSenderLocal(ticket.senderEmail);
     try {
       const member = await guild.members.fetch(creatorUserId);
       return member.displayName;
@@ -90,16 +90,6 @@ function makeTicketName(state, ticket, creatorNickname, claimerEmoji) {
   }
 }
 
-// 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 }
@@ -156,15 +146,6 @@ 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;
 }
@@ -272,52 +253,6 @@ async function cleanupEmptyOverflowCategory(guild, categoryId, categoryName) {
   }
 }
 
-async function createTicketChannel(guild, ticketNumber, userId, subject, creatorNickname) {
-  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;
-}
-
 // --- LIMITS & PERMISSIONS ---
 
 async function checkTicketLimits(senderEmail) {
@@ -334,22 +269,12 @@ async function checkTicketLimits(senderEmail) {
   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 } }
+    { $set: { lastActivity: new Date() } }
   );
 }
 
@@ -366,9 +291,7 @@ async function checkAutoClose(client, sendTicketClosedEmail) {
     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;
@@ -387,61 +310,21 @@ async function checkAutoClose(client, sendTicketClosedEmail) {
 
         await sendTicketClosedEmail(ticket, 'Auto-Close System', null);
 
-        setTimeout(() => {
+        // Lazy require — broccolini-discord re-exports trackTimeout; cycle-safe.
+        const { trackTimeout } = require('../broccolini-discord');
+        trackTimeout(setTimeout(() => {
           enqueueDelete(channel).then(() => {
             withRetry(() => Ticket.updateOne(
               { gmailThreadId: ticket.gmailThreadId },
               { $unset: { pendingDelete: '' } }
             )).catch(() => {});
           }).catch(() => {});
-        }, 5000);
+        }, 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) {
@@ -454,9 +337,7 @@ async function checkAutoUnclaim(client) {
     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;
@@ -473,18 +354,16 @@ async function checkAutoUnclaim(client) {
         );
 
         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 };
+  if (!guild) return;
 
   // Bounded per-tick; a larger backlog drains in subsequent hourly runs.
   const openTickets = await Ticket.find({
@@ -492,9 +371,7 @@ async function reconcileDeletedTicketChannels(client) {
     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) {
@@ -505,17 +382,11 @@ async function reconcileDeletedTicketChannels(client) {
           { 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 };
 }
 
 /**
@@ -525,8 +396,7 @@ async function reconcileDeletedTicketChannels(client) {
  */
 async function resumePendingDeletes(client) {
   const pending = await Ticket.find({ pendingDelete: true }).lean().catch(() => []);
-  if (!pending.length) return 0;
+  if (!pending.length) return;
-  let resumed = 0;
   for (const ticket of pending) {
     try {
       const guild = client.guilds.cache.first();
@@ -534,7 +404,6 @@ async function resumePendingDeletes(client) {
         const channel = await guild.channels.fetch(ticket.discordThreadId).catch(() => null);
         if (channel) {
           enqueueDelete(channel).catch(() => {});
-          resumed++;
         }
       }
       Ticket.updateOne(
@@ -545,33 +414,22 @@ async function resumePendingDeletes(client) {
       console.error('resumePendingDeletes error:', e);
     }
   }
-  logAutomation('Pending-delete resume', null, `pending: ${pending.length}, resumed: ${resumed}`).catch(() => {});
-  return resumed;
 }
 
 module.exports = {
   getNextTicketNumber,
   getOrCreateTicketCategory,
   cleanupEmptyOverflowCategory,
-  RENAME_WINDOW_MS,
-  RENAME_LIMIT,
   getSenderLocal,
   toDiscordSafeName,
   resolveCreatorNickname,
   makeTicketName,
-  canRename,
-  minutesFromMs,
   checkTicketCreationRateLimit,
-  createTicketChannel,
   checkTicketLimits,
-  hasBlacklistedRole,
   updateTicketActivity,
   checkAutoClose,
-  checkReminders,
   checkAutoUnclaim,
   reconcileDeletedTicketChannels,
   resumePendingDeletes,
-  startTicketsSweeps,
+  startTicketsSweeps
-  sweepTicketCreationByUser,
-  _internals: { ticketCreationByUser, TICKET_CREATION_SWEEP_TTL_MS }
 };

t.example | 128 ----------------------

@@ -1,82 +0,0 @@
- .claude/settings.local.json                          |   51 ---------
- .env.example                                         |   61 +----------
- .env.test.example                                    |  128 ----------------------
- .gitignore                                           |    7 +-
- .gitlab-ci.yml                                       |   19 ----
- CLAUDE.md                                            |  129 ----------------------
- FEATURES.md                                          |   87 ---------------
- api/{bosscordClient.js => botClient.js}              |    0
- broccolini-discord.js                                |   80 +-------------
- broccolini_bot_context.md                            |  512 ---------------------------------------------------------------------------------------
- commands/register.js                                 |  203 +----------------------------------
- config.js                                            |  193 +++------------------------------
- docs/CRITICAL_FILES_AND_HOW_IT_WORKS.md              |  250 -------------------------------------------
- docs/README.md                                       |   50 ---------
- docs/api/DISCORD_API_IMPROVEMENTS.md                 |  665 -----------------------------------------------------------------------------------------------------------------
- docs/api/DISCORD_API_VALIDATION.md                   |  570 -------------------------------------------------------------------------------------------------
- docs/architecture/COMMANDS_ANALYSIS.md               |   83 ---------------
- docs/architecture/CRITICAL_FILES_AND_HOW_IT_WORKS.md |  250 -------------------------------------------
- docs/features/FEATURES_SUMMARY.md                    |  331 ---------------------------------------------------------
- docs/features/IMPLEMENTATION_SUMMARY.md              |  454 -----------------------------------------------------------------------------
- docs/features/NEW_FEATURES.md                        |  365 --------------------------------------------------------------
- docs/features/PHASE_FEATURES.md                      |  531 -------------------------------------------------------------------------------------------
- docs/features/PROPOSAL.md                            |   72 -------------
- docs/features/UPGRADE_COMPLETE.md                    |  352 ------------------------------------------------------------
- docs/reference/Untitled                              |   13 ---
- docs/reference/game-list.md                          |   97 -----------------
- docs/reference/regex-and-games.md                    |   60 -----------
- docs/setup/1PASSWORD.md                              |  126 ----------------------
- docs/setup/ENV_AND_SECURITY.md                       |   73 -------------
- docs/setup/MONGODB_SETUP.md                          |  166 -----------------------------
- docs/setup/PROJECT_STRUCTURE.md                      |  154 ---------------------------
- docs/setup/QUICKSTART.md                             |  199 ----------------------------------
- game-options.json                                    |   32 ------
- git                                                  |    0
- gmail-poll.js                                        |   57 ++++------
- handlers/accountinfo.js                              |  195 ----------------------------------
- handlers/analytics.js                                |   89 ----------------
- handlers/buttons.js                                  |  143 +++++++------------------
- handlers/commands.js                                 |  519 ++++++++---------------------------------------------------------------------------------
- handlers/messages.js                                 |   47 +++-----
- handlers/messages.js.bak3-20260421                   |  106 ++++++++++++++++++
- handlers/setup.js                                    |  656 ----------------------------------------------------------------------------------------------------------------
- models.js                                            |  811 ------------------------------------------------------------------------------------------------------------------------------------------
- package.json                                         |    6 +-
- routes/bosscord.js                                   |  239 -----------------------------------------
- routes/internalApi.js                                |   70 +-----------
- scripts/bulk-lookup-users-v2.js                      |  193 ---------------------------------
- scripts/bulk-lookup-users.js                         |  174 ------------------------------
- scripts/export-transcript-embeds.js                  |  109 -------------------
- scripts/fetch-channel-messages.js                    |   57 ----------
- scripts/fetch-channel.js                             |   51 ---------
- scripts/fetch-message.js                             |   71 -------------
- scripts/find-transcript-by-member.js                 |   80 --------------
- scripts/find-transcript-by-owner.js                  |   92 ----------------
- scripts/lookup-user.js                               |   39 -------
- scripts/lookup-with-dedicated-bot.js                 |  183 --------------------------------
- scripts/lookup-with-roles.js                         |  237 -----------------------------------------
- scripts/map-batch-to-transcript.js                   |  129 ----------------------
- scripts/test-mongodb.js                              |    7 +-
- services/chatAlertChecker.js                         |   98 -----------------
- services/configPersistence.js                        |    4 +-
- services/configSchema.js                             |   37 +------
- services/gmail.js                                    |   54 ++++------
- services/gmail.js.bak3-20260421                      |  346 +++++++++++++++++++++++++++++++++++++++++++++++++++++++++++
- services/guildSettings.js                            |   33 ------
- services/notificationEnabled.js                      |  102 ------------------
- services/notificationRegistry.js                     |  214 -------------------------------------
- services/patternChecker.js                           |  587 ----------------------------------------------------------------------------------------------------
- services/patternStore.js                             |  286 -------------------------------------------------
- services/staffChannel.js                             |   89 ----------------
- services/staffNotifications.js                       |  149 --------------------------
- services/staffPresence.js                            |   48 ---------
- services/surgeChecker.js                             |  260 ---------------------------------------------
- services/tickets.js                                  |  176 +++++++-----------------------
- settings-site/CLAUDE.md                              |   76 -------------
- settings-site/public/css/main.css.bak-20260421       | 1026 -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
- settings-site/public/index.html.bak-20260421         |  484 -----------------------------------------------------------------------------------
- settings-site/public/js/app.js.bak-20260421          |  162 ----------------------------
- settings-site/public/js/router.js.bak-20260421       |   52 ---------
- settings-site/server.js                              |    2 +-
- utils.js                                             |   10 +-
- 81 files changed, 670 insertions(+), 14348 deletions(-)

tests/configSchema.test.js

@@ -0,0 +1,263 @@
+import { describe, it, expect } from 'vitest';
+import { ALLOWED_CONFIG_KEYS, getValidator } from '../services/configSchema.js';
+
+describe('ALLOWED_CONFIG_KEYS', () => {
+  it('is a non-empty Set', () => {
+    expect(ALLOWED_CONFIG_KEYS).toBeInstanceOf(Set);
+    expect(ALLOWED_CONFIG_KEYS.size).toBeGreaterThan(0);
+  });
+
+  it('includes well-known runtime config keys', () => {
+    for (const k of [
+      'TICKET_CATEGORY_ID',
+      'AUTO_CLOSE_ENABLED',
+      'GMAIL_POLL_INTERVAL_SECONDS',
+      'EMBED_COLOR_OPEN',
+      'GAME_LIST'
+    ]) {
+      expect(ALLOWED_CONFIG_KEYS.has(k)).toBe(true);
+    }
+  });
+
+  it('does not contain stale removed keys', () => {
+    for (const k of ['BOSSCORD_API_KEY', 'SURGE_ENABLED']) {
+      expect(ALLOWED_CONFIG_KEYS.has(k)).toBe(false);
+    }
+  });
+});
+
+describe('getValidator: type inference', () => {
+  it('treats *_ENABLED as boolean', () => {
+    const v = getValidator('AUTO_CLOSE_ENABLED');
+    expect(v.type).toBe('boolean');
+  });
+
+  it('treats *_ID as discord_id', () => {
+    expect(getValidator('TICKET_CATEGORY_ID').type).toBe('discord_id');
+  });
+
+  it('overrides ROLE_ID_TO_PING (mid-key _ID) as discord_id', () => {
+    expect(getValidator('ROLE_ID_TO_PING').type).toBe('discord_id');
+  });
+
+  it('treats *_HOURS / *_MINUTES / *_SECONDS as integer', () => {
+    expect(getValidator('AUTO_CLOSE_AFTER_HOURS').type).toBe('integer');
+    expect(getValidator('RATE_LIMIT_WINDOW_MINUTES').type).toBe('integer');
+    expect(getValidator('GMAIL_POLL_INTERVAL_SECONDS').type).toBe('integer');
+  });
+
+  it('treats *_COLOR as hex_color', () => {
+    expect(getValidator('EMBED_COLOR_OPEN').type).toBe('hex_color');
+  });
+
+  it('treats LOGO_URL as url', () => {
+    expect(getValidator('LOGO_URL').type).toBe('url');
+  });
+
+  it('treats *_EMAIL as email', () => {
+    expect(getValidator('SUPPORT_EMAIL').type).toBe('email');
+  });
+
+  it('falls back to string for unknown shapes', () => {
+    expect(getValidator('TICKET_CATEGORY_NAME').type).toBe('string');
+  });
+});
+
+describe('boolean validator', () => {
+  const v = getValidator('AUTO_CLOSE_ENABLED');
+
+  it('accepts the literal true/false', () => {
+    expect(v.validate(true)).toEqual({ ok: true, coerced: true });
+    expect(v.validate(false)).toEqual({ ok: true, coerced: false });
+  });
+
+  it('accepts string "true"/"false"', () => {
+    expect(v.validate('true')).toEqual({ ok: true, coerced: true });
+    expect(v.validate('false')).toEqual({ ok: true, coerced: false });
+  });
+
+  it('rejects garbage', () => {
+    const res = v.validate('maybe');
+    expect(res.ok).toBe(false);
+    expect(res.error).toMatch(/true or false/);
+  });
+});
+
+describe('integer validator', () => {
+  const v = getValidator('AUTO_CLOSE_AFTER_HOURS');
+
+  it('coerces a numeric string to a number', () => {
+    expect(v.validate('72')).toEqual({ ok: true, coerced: 72 });
+  });
+
+  it('accepts zero', () => {
+    expect(v.validate('0')).toEqual({ ok: true, coerced: 0 });
+  });
+
+  it('rejects non-numeric strings', () => {
+    const res = v.validate('abc');
+    expect(res.ok).toBe(false);
+    expect(res.error).toMatch(/whole number/);
+  });
+
+  it('rejects floats', () => {
+    expect(v.validate('1.5').ok).toBe(false);
+  });
+
+  it('rejects negative integers', () => {
+    expect(v.validate('-5').ok).toBe(false);
+  });
+
+  it('treats empty input as ok with empty coerced value', () => {
+    expect(v.validate('')).toEqual({ ok: true, coerced: '' });
+    expect(v.validate(null)).toEqual({ ok: true, coerced: '' });
+    expect(v.validate(undefined)).toEqual({ ok: true, coerced: '' });
+  });
+});
+
+describe('hex_color validator', () => {
+  const v = getValidator('EMBED_COLOR_OPEN');
+
+  it('accepts 0xRRGGBB form', () => {
+    expect(v.validate('0xFF00AA')).toEqual({ ok: true, coerced: '0xFF00AA' });
+  });
+
+  it('accepts #RRGGBB form and normalizes to 0xRRGGBB', () => {
+    expect(v.validate('#ff00aa')).toEqual({ ok: true, coerced: '0xFF00AA' });
+  });
+
+  it('accepts bare RRGGBB and normalizes', () => {
+    expect(v.validate('00ff00')).toEqual({ ok: true, coerced: '0x00FF00' });
+  });
+
+  it('rejects 3-digit shorthand', () => {
+    expect(v.validate('#abc').ok).toBe(false);
+  });
+
+  it('rejects garbage', () => {
+    expect(v.validate('purple').ok).toBe(false);
+  });
+
+  it('treats empty as ok', () => {
+    expect(v.validate('')).toEqual({ ok: true, coerced: '' });
+  });
+});
+
+describe('url validator (LOGO_URL)', () => {
+  const v = getValidator('LOGO_URL');
+
+  it('accepts a full URL', () => {
+    expect(v.validate('https://example.com/logo.png')).toEqual({
+      ok: true,
+      coerced: 'https://example.com/logo.png'
+    });
+  });
+
+  it('rejects bare hostnames', () => {
+    expect(v.validate('example.com').ok).toBe(false);
+  });
+
+  it('treats empty as ok', () => {
+    expect(v.validate('')).toEqual({ ok: true, coerced: '' });
+  });
+});
+
+describe('discord_id validator', () => {
+  const v = getValidator('TICKET_CATEGORY_ID');
+
+  it('accepts an 18-digit snowflake', () => {
+    expect(v.validate('123456789012345678')).toEqual({
+      ok: true,
+      coerced: '123456789012345678'
+    });
+  });
+
+  it('accepts a 20-digit snowflake', () => {
+    const id = '12345678901234567890';
+    expect(v.validate(id)).toEqual({ ok: true, coerced: id });
+  });
+
+  it('rejects too-short IDs', () => {
+    expect(v.validate('12345').ok).toBe(false);
+  });
+
+  it('rejects non-numeric strings', () => {
+    expect(v.validate('not-an-id').ok).toBe(false);
+  });
+
+  it('treats empty as ok', () => {
+    expect(v.validate('')).toEqual({ ok: true, coerced: '' });
+  });
+});
+
+describe('discord_id_list validator', () => {
+  // ADDITIONAL_STAFF_ROLES (a real comma-list) ends in _ROLES, not _IDS, so it
+  // hits the string fallback. discord_id_list only fires for `*_IDS` keys, so
+  // exercise it with a hypothetical name.
+  const v = getValidator('STAFF_USER_IDS');
+
+  it('infers type discord_id_list for *_IDS keys', () => {
+    expect(v.type).toBe('discord_id_list');
+  });
+
+  it('accepts a single ID', () => {
+    expect(v.validate('123456789012345678'))
+      .toEqual({ ok: true, coerced: '123456789012345678' });
+  });
+
+  it('accepts a comma-separated list and trims spaces', () => {
+    expect(v.validate('123456789012345678, 987654321098765432'))
+      .toEqual({ ok: true, coerced: '123456789012345678,987654321098765432' });
+  });
+
+  it('rejects if any segment is not a snowflake', () => {
+    const res = v.validate('123456789012345678,nope');
+    expect(res.ok).toBe(false);
+    expect(res.error).toMatch(/not a Discord ID/);
+  });
+
+  it('treats empty as ok', () => {
+    expect(v.validate('')).toEqual({ ok: true, coerced: '' });
+  });
+});
+
+describe('string validator (fallback)', () => {
+  const v = getValidator('TICKET_CATEGORY_NAME');
+
+  it('coerces "true"/"false" to booleans (legacy)', () => {
+    expect(v.validate('true')).toEqual({ ok: true, coerced: true });
+    expect(v.validate('false')).toEqual({ ok: true, coerced: false });
+  });
+
+  it('coerces numeric-looking strings to numbers (legacy)', () => {
+    expect(v.validate('42')).toEqual({ ok: true, coerced: 42 });
+    expect(v.validate('3.14')).toEqual({ ok: true, coerced: 3.14 });
+  });
+
+  it('passes plain strings through', () => {
+    expect(v.validate('Open Tickets')).toEqual({ ok: true, coerced: 'Open Tickets' });
+  });
+
+  it('passes empty string through unchanged', () => {
+    expect(v.validate('')).toEqual({ ok: true, coerced: '' });
+  });
+
+  it('rejects null', () => {
+    expect(v.validate(null).ok).toBe(false);
+  });
+});
+
+describe('email validator', () => {
+  const v = getValidator('SUPPORT_EMAIL');
+
+  it('accepts valid email', () => {
+    expect(v.validate('support@example.com'))
+      .toEqual({ ok: true, coerced: 'support@example.com' });
+  });
+
+  it('rejects malformed strings', () => {
+    expect(v.validate('not-an-email').ok).toBe(false);
+    expect(v.validate('a@').ok).toBe(false);
+    expect(v.validate('@b').ok).toBe(false);
+  });
+});

tests/utils.test.js

@@ -0,0 +1,241 @@
+import { describe, it, expect } from 'vitest';
+import {
+  stripEmailQuotes,
+  stripMobileFooter,
+  extractRawEmail,
+  escapeHtml,
+  sanitizeEmbedText,
+  truncateEmbedDescription,
+  replaceVariables,
+  getPriorityEmoji,
+  safeEqual,
+  isStaff
+} from '../utils.js';
+
+describe('stripEmailQuotes', () => {
+  it('strips "On X wrote:" reply quote', () => {
+    const input = 'My reply.\nOn Mon, May 5, 2025 at 1:00 PM Bob <bob@x.com> wrote:\n> previous message';
+    expect(stripEmailQuotes(input)).toBe('My reply.');
+  });
+
+  it('strips "From: …" reply header block', () => {
+    const input = 'New reply text.\nFrom: Bob <bob@x.com>\nSent: Monday\nSubject: Re: foo';
+    expect(stripEmailQuotes(input)).toBe('New reply text.');
+  });
+
+  it('strips "_____" signature underline', () => {
+    const input = 'My message.\n_____\nold thread content';
+    expect(stripEmailQuotes(input)).toBe('My message.');
+  });
+
+  it('returns empty string for empty input', () => {
+    expect(stripEmailQuotes('')).toBe('');
+  });
+
+  it('trims whitespace when no marker is found', () => {
+    expect(stripEmailQuotes('  hello  ')).toBe('hello');
+  });
+
+  it('keeps body intact when "On" appears mid-text without "wrote:"', () => {
+    expect(stripEmailQuotes('I clicked On the button.')).toBe('I clicked On the button.');
+  });
+
+  it('normalizes CRLF before scanning', () => {
+    const input = 'New reply.\r\nOn Monday Bob <b@x.com> wrote:\r\n> quoted';
+    expect(stripEmailQuotes(input)).toBe('New reply.');
+  });
+
+  it('picks earliest cutoff when multiple markers match', () => {
+    // Earlier in the body: "On X wrote:". Later: "_____" underline.
+    // The earliest cutoff is the reply marker, not the underline.
+    const input = 'My new reply.\nOn Mon Bob wrote:\n> quoted text\n_____\nsignature';
+    expect(stripEmailQuotes(input)).toBe('My new reply.');
+  });
+});
+
+describe('stripMobileFooter', () => {
+  it('removes "Sent from my iPhone"', () => {
+    expect(stripMobileFooter('Hi\nSent from my iPhone').trim()).toBe('Hi');
+  });
+
+  it('removes "Sent from my Android"', () => {
+    expect(stripMobileFooter('Hi\nSent from my Android').trim()).toBe('Hi');
+  });
+
+  it('removes "Sent from my Galaxy"', () => {
+    expect(stripMobileFooter('Hi\nSent from my Galaxy').trim()).toBe('Hi');
+  });
+
+  it('removes "Get Outlook for iOS"', () => {
+    expect(stripMobileFooter('Hi\nGet Outlook for iOS').trim()).toBe('Hi');
+  });
+
+  it('returns input unchanged when no footer present', () => {
+    expect(stripMobileFooter('Just a normal message')).toBe('Just a normal message');
+  });
+
+  it('returns null/undefined unchanged', () => {
+    expect(stripMobileFooter(null)).toBe(null);
+    expect(stripMobileFooter(undefined)).toBe(undefined);
+  });
+
+  it('returns empty string unchanged', () => {
+    expect(stripMobileFooter('')).toBe('');
+  });
+});
+
+describe('extractRawEmail', () => {
+  it('extracts address from "Name <email>" form', () => {
+    expect(extractRawEmail('Bob <bob@example.com>')).toBe('bob@example.com');
+  });
+
+  it('returns trimmed input when angle brackets absent', () => {
+    expect(extractRawEmail('  bob@example.com  ')).toBe('bob@example.com');
+  });
+
+  it('handles quoted name', () => {
+    expect(extractRawEmail('"Bob, the Developer" <bob@example.com>')).toBe('bob@example.com');
+  });
+});
+
+describe('escapeHtml', () => {
+  it('escapes <, >, &, ", \'', () => {
+    expect(escapeHtml('<script>alert("xss")</script>'))
+      .toBe('&lt;script&gt;alert(&quot;xss&quot;)&lt;/script&gt;');
+    expect(escapeHtml("a & b's <foo>")).toBe('a &amp; b&#39;s &lt;foo&gt;');
+  });
+
+  it('returns empty string for null/undefined', () => {
+    expect(escapeHtml(null)).toBe('');
+    expect(escapeHtml(undefined)).toBe('');
+  });
+
+  it('passes through plain text unchanged', () => {
+    expect(escapeHtml('plain text')).toBe('plain text');
+  });
+});
+
+describe('sanitizeEmbedText', () => {
+  it('replaces triple-backticks to prevent code-block escape', () => {
+    expect(sanitizeEmbedText('```injected```')).toBe("'''injected'''");
+  });
+
+  it('trims whitespace', () => {
+    expect(sanitizeEmbedText('  hello  ')).toBe('hello');
+  });
+
+  it('returns empty string for null/undefined', () => {
+    expect(sanitizeEmbedText(null)).toBe('');
+    expect(sanitizeEmbedText(undefined)).toBe('');
+  });
+});
+
+describe('truncateEmbedDescription', () => {
+  it('returns short strings unchanged', () => {
+    expect(truncateEmbedDescription('hi')).toBe('hi');
+  });
+
+  it('truncates at default 4096 with ellipsis', () => {
+    const big = 'a'.repeat(5000);
+    const out = truncateEmbedDescription(big);
+    expect(out.length).toBe(4096);
+    expect(out.endsWith('...')).toBe(true);
+  });
+
+  it('respects custom max', () => {
+    expect(truncateEmbedDescription('abcdef', 5)).toBe('ab...');
+  });
+
+  it('returns empty string for null/undefined', () => {
+    expect(truncateEmbedDescription(null)).toBe('');
+    expect(truncateEmbedDescription(undefined)).toBe('');
+  });
+});
+
+describe('replaceVariables', () => {
+  it('substitutes ticket fields', () => {
+    const ctx = {
+      ticket: {
+        sender_name: 'Alice',
+        senderEmail: 'alice@x.com',
+        ticketNumber: 42,
+        subject: 'Help'
+      }
+    };
+    const out = replaceVariables('User {ticket.user} ({ticket.email}) #{ticket.number} - {ticket.subject}', ctx);
+    expect(out).toBe('User Alice (alice@x.com) #42 - Help');
+  });
+
+  it('falls back when fields missing', () => {
+    const out = replaceVariables('{ticket.user} {ticket.email} {ticket.subject}', { ticket: {} });
+    expect(out).toBe('Unknown  No subject');
+  });
+
+  it('substitutes staff fields', () => {
+    const ctx = {
+      staff: { username: 'bob', displayName: 'Bob the Builder', mention: '<@123>' }
+    };
+    expect(replaceVariables('{staff.user} / {staff.name} / {staff.mention}', ctx))
+      .toBe('bob / Bob the Builder / <@123>');
+  });
+
+  it('returns empty string for empty template', () => {
+    expect(replaceVariables('')).toBe('');
+    expect(replaceVariables(null)).toBe('');
+  });
+
+  it('substitutes hours when provided', () => {
+    expect(replaceVariables('after {hours} hours', { hours: 24 })).toBe('after 24 hours');
+  });
+
+  it('substitutes {date} and {time} from current time', () => {
+    const out = replaceVariables('on {date}', {});
+    expect(out).toMatch(/^on \S+/);
+    expect(out).not.toContain('{date}');
+  });
+});
+
+describe('getPriorityEmoji', () => {
+  it('maps high/medium/low/normal to CONFIG values', () => {
+    expect(typeof getPriorityEmoji('high')).toBe('string');
+    expect(typeof getPriorityEmoji('low')).toBe('string');
+    expect(typeof getPriorityEmoji('medium')).toBe('string');
+    expect(typeof getPriorityEmoji('normal')).toBe('string');
+  });
+
+  it('falls back for unknown priority', () => {
+    expect(typeof getPriorityEmoji('weird')).toBe('string');
+  });
+});
+
+describe('safeEqual', () => {
+  it('returns true for matching strings', () => {
+    expect(safeEqual('hello', 'hello')).toBe(true);
+  });
+
+  it('returns false for mismatched strings', () => {
+    expect(safeEqual('hello', 'world')).toBe(false);
+  });
+
+  it('returns false for length mismatch (no throw)', () => {
+    expect(safeEqual('a', 'abc')).toBe(false);
+  });
+
+  it('returns false for null/undefined inputs', () => {
+    expect(safeEqual(null, 'abc')).toBe(false);
+    expect(safeEqual(undefined, undefined)).toBe(true);
+    expect(safeEqual('', '')).toBe(true);
+  });
+});
+
+describe('isStaff', () => {
+  it('returns false for null/undefined member', () => {
+    expect(isStaff(null)).toBe(false);
+    expect(isStaff(undefined)).toBe(false);
+    expect(isStaff({})).toBe(false);
+  });
+
+  it('returns false for member with no roles cache', () => {
+    expect(isStaff({ roles: null })).toBe(false);
+  });
+});

utils.js

@@ -112,22 +112,29 @@ function getCleanBody(payload) {
 function stripEmailQuotes(text) {
   let cleaned = text.replace(/\r\n/g, '\n');
 
+  // Pick the earliest match across all markers, not just the first marker that
+  // matches anywhere. The previous order-dependent loop could truncate at a
+  // late "_____" signature underline even when an earlier "On X wrote:" reply
+  // header was the real cutoff.
   const markers = [
-    /\n_{5,}\s*$/m,
+    /\nOn .* wrote:/i,
     /\nFrom:\s.*<.*@.*>/i,
     /\nSent:\s.*$/i,
     /\nTo:\s.*$/i,
     /\nSubject:\s.*$/i,
-    /\nOn .* wrote:/i
+    /\n_{5,}\s*$/m
   ];
 
+  let earliest = -1;
   for (const m of markers) {
     const match = cleaned.match(m);
-    if (match) {
+    if (match && (earliest === -1 || match.index < earliest)) {
-      cleaned = cleaned.substring(0, match.index);
+      earliest = match.index;
-      break;
     }
   }
+  if (earliest !== -1) {
+    cleaned = cleaned.substring(0, earliest);
+  }
 
   return cleaned.trim();
 }
@@ -173,31 +180,6 @@ function extractRawEmail(headerValue) {
   return match ? match[1].trim() : headerValue.trim();
 }
 
-// --- DATE ---
-
-const getFormattedDate = () => {
-  const now = new Date();
-  const datePart = now
-    .toLocaleDateString('en-US', {
-      month: '2-digit',
-      day: '2-digit',
-      year: 'numeric'
-    })
-    .replace(/\//g, '-');
-  const timePart = now.toLocaleTimeString('en-US', {
-    hour: '2-digit',
-    minute: '2-digit',
-    second: '2-digit',
-    hour12: true
-  });
-  const tzPart = new Intl.DateTimeFormat('en-US', {
-    timeZoneName: 'short'
-  })
-    .formatToParts(now)
-    .find(p => p.type === 'timeZoneName').value;
-  return `${datePart} ${timePart} ${tzPart}`;
-};
-
 // --- GAME DETECTION ---
 // Map<lowercase-alias, { canonical, re }> built once at module load so detectGame
 // doesn't allocate a fresh RegExp per game/alias per call.
@@ -233,16 +215,6 @@ function getPriorityEmoji(priority) {
   }
 }
 
-function getPriorityColor(priority) {
-  switch (priority) {
-    case 'high': return 0xFF0000;
-    case 'low': return 0x00FF00;
-    case 'normal':
-    case 'medium':
-    default: return CONFIG.EMBED_COLOR_INFO;
-  }
-}
-
 // --- TEMPLATE VARIABLES ---
 
 function replaceVariables(template, context = {}) {
@@ -292,13 +264,6 @@ function sanitizeEmbedText(str) {
 
 // --- EMBED TRUNCATION ---
 
-/** Truncate a string for use as an embed field value (max 1024). */
-function truncateEmbedField(str, max = 1024) {
-  if (str == null) return '';
-  const s = String(str);
-  return s.length > max ? s.slice(0, max - 3) + '...' : s;
-}
-
 /** Truncate a string for use as an embed description (max 4096). */
 function truncateEmbedDescription(str, max = 4096) {
   if (str == null) return '';
@@ -306,99 +271,18 @@ function truncateEmbedDescription(str, max = 4096) {
   return s.length > max ? s.slice(0, max - 3) + '...' : s;
 }
 
-/**
- * Enforce the 6 000 char total embed limit across an array of EmbedBuilder
- * instances.  Mutates in place: trims the largest description first, then
- * largest field values, until the total is under 6 000 chars.
- * Returns the same array for chaining.
- */
-function enforceEmbedLimit(embeds) {
-  const charCount = (e) => {
-    const d = e.data || {};
-    let total = 0;
-    if (d.title) total += d.title.length;
-    if (d.description) total += d.description.length;
-    if (d.footer?.text) total += d.footer.text.length;
-    if (d.author?.name) total += d.author.name.length;
-    if (d.fields) {
-      for (const f of d.fields) {
-        if (f.name) total += f.name.length;
-        if (f.value) total += f.value.length;
-      }
-    }
-    return total;
-  };
-
-  const LIMIT = 6000;
-
-  const totalChars = () => embeds.reduce((sum, e) => sum + charCount(e), 0);
-
-  // Trim largest descriptions first
-  while (totalChars() > LIMIT) {
-    let largestIdx = -1;
-    let largestLen = 0;
-    for (let i = 0; i < embeds.length; i++) {
-      const desc = embeds[i].data?.description;
-      if (desc && desc.length > largestLen) {
-        largestLen = desc.length;
-        largestIdx = i;
-      }
-    }
-    if (largestIdx === -1 || largestLen <= 4) break;
-    const excess = totalChars() - LIMIT;
-    const newLen = Math.max(1, largestLen - excess - 3);
-    embeds[largestIdx].setDescription(
-      embeds[largestIdx].data.description.slice(0, newLen) + '...'
-    );
-    if (totalChars() <= LIMIT) break;
-    // If still over, loop will pick next largest
-  }
-
-  // Trim largest field values
-  while (totalChars() > LIMIT) {
-    let targetEmbed = null;
-    let targetFieldIdx = -1;
-    let targetLen = 0;
-    for (const e of embeds) {
-      const fields = e.data?.fields || [];
-      for (let fi = 0; fi < fields.length; fi++) {
-        if (fields[fi].value && fields[fi].value.length > targetLen) {
-          targetLen = fields[fi].value.length;
-          targetEmbed = e;
-          targetFieldIdx = fi;
-        }
-      }
-    }
-    if (!targetEmbed || targetLen <= 4) break;
-    const excess = totalChars() - LIMIT;
-    const newLen = Math.max(1, targetLen - excess - 3);
-    targetEmbed.data.fields[targetFieldIdx].value =
-      targetEmbed.data.fields[targetFieldIdx].value.slice(0, newLen) + '...';
-  }
-
-  return embeds;
-}
-
 module.exports = {
   sanitizeEmbedText,
-  truncateEmbedField,
   truncateEmbedDescription,
-  enforceEmbedLimit,
-  BLOCK_TAG_REGEX,
-  escapeRegex,
   escapeHtml,
   safeEqual,
   isStaff,
-  decodeHtmlEntities,
   htmlToTextWithBlocks,
-  decodeGmailData,
   getCleanBody,
   stripEmailQuotes,
   stripMobileFooter,
   extractRawEmail,
-  getFormattedDate,
   detectGame,
   getPriorityEmoji,
-  getPriorityColor,
   replaceVariables
 };

utils/renamer.js

@@ -41,7 +41,10 @@ async function renameChannel(channelId, newName) {
   if (res.status === 429) {
     const retryAfterSec = (body && typeof body === 'object' && body.retry_after) || null;
     const retryAfterMs = retryAfterSec != null ? Math.ceil(Number(retryAfterSec) * 1000) : null;
-    logWarn('renamer', `429 rename channel=${channelId} retry_after=${retryAfterSec}`).catch(() => {});
+    // Local log only; the channelQueue fallback path handles recovery
+    // transparently via discord.js's built-in 429 retry. Posting these to
+    // the debug channel was non-actionable noise.
+    console.warn(`[renamer] 429 rename channel=${channelId} retry_after=${retryAfterSec}`);
 
     // Respect retry_after up to 2000ms; otherwise fail over immediately.
     if (retryAfterMs != null && retryAfterMs > 0 && retryAfterMs <= 2000) {

vitest.config.mjs

@@ -0,0 +1,10 @@
+import { defineConfig } from 'vitest/config';
+
+export default defineConfig({
+  test: {
+    environment: 'node',
+    include: ['tests/**/*.test.js'],
+    globals: false,
+    testTimeout: 10000
+  }
+});