audit week 3 quality batch: QUAL-004/005/007/008/010 + SEC-002

QUAL-004 handlers/messages.js — DM-on-customer-reply now reads
guild.members.cache.get(claimerId) first and only falls back to
guild.members.fetch on cache miss. Avoids a REST round-trip per non-staff
reply on busy tickets. GuildMembers intent already keeps the cache warm.

QUAL-005 handlers/buttons.js (runFinalClose) + handlers/commands/close.js
(finalizeForceClose) — close paths now $unset welcomeMessageId alongside
the status: 'closed' write. Stops a stale message-ID from carrying into a
future reopen on the same Gmail thread, where escalation's "edit welcome
buttons" path would silently fail trying to fetch a message in a deleted
channel.

QUAL-007 services/configPersistence.js — writeEnvFile mismatch error now
includes the missing/extra key sets, not just count vs count. Saves the
operator from guessing which key vanished after a partial write.

QUAL-008 utils.js stripEmailQuotes — replaced order-dependent first-match
loop with an earliest-match-across-all-markers scan. The previous code
could truncate at a late "_____" signature underline even when an earlier
"On X wrote:" reply header was the real cutoff. New test in
tests/utils.test.js exercises the dual-marker case.

QUAL-010 broccolini-discord.js — moved `let httpServer / internalServer /
appReady` declarations from after the ready handler to before it. Same
runtime behavior (module-load completes before ready fires asynchronously),
but the read order now matches the assignment order.

SEC-002 routes/internalApi.js — POST /restart now goes through a tighter
2/min limiter on top of the shared 10/min internalLimiter. Defense in
depth in case INTERNAL_API_SECRET ever leaks; an attacker with the secret
can no longer crash-loop the container.

Skipped: QUAL-009 (re-checked the regex; ^\s*\n* → \n is already
idempotent — the audit finding was incorrect).

vitest run: 88/88 (one new test for QUAL-008).

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');
@@ -86,7 +86,7 @@ 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 {
@@ -132,13 +132,13 @@ 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;
@@ -165,6 +165,14 @@ 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.');
@@ -228,7 +236,7 @@ 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.' });
@@ -243,8 +251,6 @@ 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

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' },

gmail-poll.js

@@ -1,5 +1,9 @@
 /**
  * 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,
@@ -35,6 +39,213 @@ 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
+    });
+    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
@@ -52,88 +263,19 @@ async function poll(client) {
       });
       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;
-      }
-    }
+      const guild = locateGuild(client);
+      if (!guild) return;
 
       for (const msgRef of list.data.messages) {
-      const email = await gmail.users.messages.get({
-        userId: 'me',
-        id: msgRef.id
-      });
+        const email = await gmail.users.messages.get({ userId: 'me', id: msgRef.id });
+        const parsed = parseGmailMessage(email);
 
-      const from =
-        email.data.payload.headers.find(h => h.name === 'From')
-          ?.value || '';
-      if (from.toLowerCase().includes(CONFIG.MY_EMAIL)) {
-        await gmail.users.messages.batchModify({
-          userId: 'me',
-          requestBody: {
-            ids: [msgRef.id],
-            removeLabelIds: ['UNREAD', 'INBOX']
-          }
-        });
+        if (parsed.isSelf) {
+          await markGmailMessageRead(gmail, msgRef);
           continue;
         }
 
-      const subject =
-        email.data.payload.headers.find(h => h.name === 'Subject')
-          ?.value || 'New Ticket';
-      const rawBody = getCleanBody(email.data.payload);
-
-      const sEmail = extractRawEmail(from).toLowerCase();
-      const sName =
-        (from.match(/^(.*?)\s*<.*>$/) || [null, from])[1]
-          ?.replace(/"/g, '')
-          .trim() || 'Unknown';
-
-      const hasReplyHeaderFrom =
-        /(?:\n{2,}|(?:^|\n)--\s*\n)[^\S\r\n]*From:\s.*<.*@.*>/i.test(rawBody);
-      const looksLikeReply =
-        /\nOn .+wrote:/i.test(rawBody) ||
-        hasReplyHeaderFrom;
-
-      let firstBodyText = rawBody.replace(/\r\n/g, '\n');
-      if (looksLikeReply) {
-        firstBodyText = stripEmailQuotes(firstBodyText);
-      }
-      firstBodyText = stripMobileFooter(firstBodyText);
-      firstBodyText = firstBodyText.replace(/^\s*\n+/g, '');
-      firstBodyText = firstBodyText.replace(/\n{3,}/g, '\n\n');
-      firstBodyText = firstBodyText
-        .replace(/Get Outlook for [^\n]+/gi, '')
-        .replace(/<\s*$/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 })
+        const existing = await Ticket.findOne({ gmailThreadId: parsed.threadId })
           .select('gmailThreadId discordThreadId status')
           .lean();
 
@@ -142,86 +284,46 @@ async function poll(client) {
         let isReopened = false;
 
         if (existing && existing.discordThreadId) {
-        ticketChan = await guild.channels
-          .fetch(existing.discordThreadId)
-          .catch(() => null);
+          ticketChan = await guild.channels.fetch(existing.discordThreadId).catch(() => null);
         } else if (existing && existing.status === 'closed') {
           isReopened = true;
         }
 
         if (ticketChan) {
-        const truncatedFollowup = followupBody.slice(0, 1800);
+          // Append follow-up to existing channel.
+          const truncatedFollowup = parsed.followupBody.slice(0, 1800);
           // Role ping is intentional; body is attacker-controlled email content — suppress user/everyone mentions.
-        await enqueueSend(
-          ticketChan,
-          {
-            content: `<@&${CONFIG.ROLE_ID_TO_PING}>\n**New Follow-up from ${sEmail}:**\n${truncatedFollowup}`,
+          await enqueueSend(ticketChan, {
+            content: `<@&${CONFIG.ROLE_ID_TO_PING}>\n**New Follow-up from ${parsed.senderEmail}:**\n${truncatedFollowup}`,
             allowedMentions: { parse: ['roles'] }
-          }
-        );
+          });
         } else {
-        // Check ticket limits before creating
-        const limitCheck = await checkTicketLimits(sEmail);
+          // Create a new ticket channel.
+          const limitCheck = await checkTicketLimits(parsed.senderEmail);
           if (!limitCheck.ok) {
-          console.log(`Ticket limit reached for ${sEmail}: ${limitCheck.reason}`);
-          await gmail.users.messages.batchModify({
-            userId: 'me',
-            requestBody: {
-              ids: [msgRef.id],
-              removeLabelIds: ['UNREAD', 'INBOX']
-            }
-          });
+            console.log(`Ticket limit reached for ${parsed.senderEmail}: ${limitCheck.reason}`);
+            await markGmailMessageRead(gmail, msgRef);
             continue;
           }
 
-        const { number } = await getNextTicketNumber(sEmail);
-        const creatorNickname = getSenderLocal(sEmail);
-        const chanName = toDiscordSafeName(`unclaimed-${creatorNickname}-${number}`);
-
-        try {
-          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) {
-          console.error('Channel create error (payload):', {
-            message: err.message,
-            code: err.code,
-            rawError: err.rawError
-          });
-          await gmail.users.messages.batchModify({
-            userId: 'me',
-            requestBody: {
-              ids: [msgRef.id],
-              removeLabelIds: ['UNREAD', 'INBOX']
-            }
-          });
+          const { number } = await getNextTicketNumber(parsed.senderEmail);
+          const created = await findOrCreateTicketChannel(guild, parsed, number);
+          if (!created) {
+            await markGmailMessageRead(gmail, msgRef);
             continue;
           }
+          ticketChan = created.channel;
+          parentCategoryIdForTicket = created.parentCategoryId;
 
-        const detectedGame = detectGame(subject, rawBody);
-
+          const detectedGame = detectGame(parsed.subject, parsed.rawBody);
           const buttons = getTicketActionRow({ escalationTier: 0 });
-
           const ticketInfoEmbed = new EmbedBuilder()
             .setColor(CONFIG.EMBED_COLOR_INFO)
             .addFields(
-            { name: 'Name', value: `\`\`\`\n${sanitizeEmbedText(sName)}\n\`\`\``, inline: false },
-            { name: 'Email', value: `\`\`\`\n${sanitizeEmbedText(sEmail)}\n\`\`\``, inline: false },
+              { 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(subject) || 'No subject'}\n\`\`\``, inline: false }
+              { name: 'Subject', value: `\`\`\`\n${sanitizeEmbedText(parsed.subject) || 'No subject'}\n\`\`\``, inline: false }
             );
 
           const welcomeMsg = await enqueueSend(ticketChan, {
@@ -239,66 +341,29 @@ async function poll(client) {
             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_CHANNEL_ID)
-                .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) {
-            console.error('Error linking previous transcripts:', err);
-          }
+            await linkPreviousTranscripts(ticketChan, parsed.threadId, client);
           }
 
-        const truncated = firstBody.slice(0, 1900);
           // Email body is attacker-controlled — no mentions may fire from its content.
-        await enqueueSend(ticketChan, { content: `**Message:**\n${truncated}`, allowedMentions: { parse: [] } });
+          const truncated = parsed.firstBody.slice(0, 1900);
+          await enqueueSend(ticketChan, {
+            content: `**Message:**\n${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 },
+            { gmailThreadId: parsed.threadId },
             {
               $set: {
                 discordThreadId: ticketChan.id,
-              senderEmail: sEmail,
-              subject,
+                senderEmail: parsed.senderEmail,
+                subject: parsed.subject,
                 createdAt: now,
                 status: 'open',
                 ticketNumber: number,
@@ -310,36 +375,13 @@ async function poll(client) {
             { upsert: true, new: true }
           ));
         }
+
         console.log('Archiving/reading Gmail message', msgRef.id);
-      await gmail.users.messages.batchModify({
-        userId: 'me',
-        requestBody: {
-          ids: [msgRef.id],
-          removeLabelIds: ['UNREAD', 'INBOX']
-        }
-      });
+        await markGmailMessageRead(gmail, msgRef);
       }
       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(() => {});
-      }
-    }
-
+      oauthSuspendIfPermanent(e, client);
       console.error('POLL ERROR:', e);
       logError('Gmail poll', e, null, client).catch(() => {});
     }

handlers/buttons.js

@@ -15,6 +15,7 @@ const {
   ButtonStyle,
   AttachmentBuilder,
   EmbedBuilder,
+  MessageFlags,
   PermissionFlagsBits,
   ModalBuilder,
   TextInputBuilder,
@@ -121,7 +122,7 @@ async function handleTagDeleteConfirm(interaction) {
 async function handleClaimButton(interaction, ticket) {
   const freshTicket = await Ticket.findOne({ gmailThreadId: ticket.gmailThreadId }).lean();
   if (!freshTicket) {
-    return interaction.reply({ content: 'Ticket data missing.', ephemeral: true });
+    return interaction.reply({ content: 'Ticket data missing.', flags: MessageFlags.Ephemeral });
   }
 
   const isClaimed = !!freshTicket.claimedBy;
@@ -131,19 +132,19 @@ async function handleClaimButton(interaction, ticket) {
 
   const [row0] = interaction.message.components;
   if (!row0) {
-    return interaction.reply({ content: 'No components to update.', ephemeral: true });
+    return interaction.reply({ content: 'No components to update.', flags: MessageFlags.Ephemeral });
   }
 
   const row = ActionRowBuilder.from(row0);
   const [btnClose, btnClaim] = row.components;
   if (!btnClose || !btnClaim) {
-    return interaction.reply({ content: 'Buttons missing.', ephemeral: true });
+    return interaction.reply({ content: 'Buttons missing.', flags: MessageFlags.Ephemeral });
   }
 
   if (isClaimed && !isClaimedByMe && !CONFIG.ALLOW_CLAIM_OVERWRITE) {
     return interaction.reply({
       content: `This ticket is already claimed by **${freshTicket.claimedBy}**.`,
-      ephemeral: true
+      flags: MessageFlags.Ephemeral
     });
   }
 
@@ -277,7 +278,7 @@ async function handleConfirmCloseRequest(interaction, ticket) {
   const timerSeconds = CONFIG.FORCE_CLOSE_TIMER;
 
   if (pendingCloses.has(interaction.channel.id)) {
-    return interaction.reply({ content: 'A close is already pending for this ticket.', ephemeral: true });
+    return interaction.reply({ content: 'A close is already pending for this ticket.', flags: MessageFlags.Ephemeral });
   }
 
   const cancelRow = new ActionRowBuilder().addComponents(
@@ -289,7 +290,9 @@ async function handleConfirmCloseRequest(interaction, ticket) {
   const channelName = interaction.channel.name;
   const userTag = interaction.user.tag;
 
-  const timerId = setTimeout(async () => {
+  // Lazy require — broccolini-discord re-exports trackTimeout and we'd otherwise cycle.
+  const { trackTimeout } = require('../broccolini-discord');
+  const timerId = trackTimeout(setTimeout(async () => {
     const pending = pendingCloses.get(channelId);
     pendingCloses.delete(channelId);
     const freshTicket = await Ticket.findOne({ discordThreadId: channelId }).lean();
@@ -303,7 +306,7 @@ async function handleConfirmCloseRequest(interaction, ticket) {
 
     const effectiveSendEmail = pending?.sendEmail ?? true;
     await runFinalClose(interaction, freshTicket, effectiveSendEmail);
-  }, timerSeconds * 1000);
+  }, timerSeconds * 1000));
 
   pendingCloses.set(channelId, { timeout: timerId, userId: interaction.user.id, username: userTag, sendEmail });
 }
@@ -324,7 +327,7 @@ async function handleCancelCloseRequest(interaction) {
 async function handleEscalatePrompt(interaction, ticket) {
   const currentTier = ticket.escalationTier ?? (ticket.escalated ? 1 : 0);
   if (currentTier >= 2) {
-    return interaction.reply({ content: 'This ticket is already at tier 3 support.', ephemeral: true });
+    return interaction.reply({ content: 'This ticket is already at tier 3 support.', flags: MessageFlags.Ephemeral });
   }
 
   const buttons = [];
@@ -338,7 +341,7 @@ async function handleEscalatePrompt(interaction, ticket) {
   return interaction.reply({
     content: 'Escalate to which tier?',
     components: [new ActionRowBuilder().addComponents(buttons)],
-    ephemeral: true
+    flags: MessageFlags.Ephemeral
   });
 }
 
@@ -351,7 +354,7 @@ async function handleEscalateButton(interaction, ticket) {
   const currentTier = ticket.escalationTier ?? (ticket.escalated ? 1 : 0);
 
   if (currentTier >= tier) {
-    return interaction.reply({ content: `This ticket is already at tier ${tier + 1}.`, ephemeral: true });
+    return interaction.reply({ content: `This ticket is already at tier ${tier + 1}.`, flags: MessageFlags.Ephemeral });
   }
 
   const isDiscordTicket = ticket.gmailThreadId.startsWith('discord-');
@@ -362,7 +365,7 @@ async function handleEscalateButton(interaction, ticket) {
   if (!categoryId && !interaction.channel.isThread()) {
     return interaction.reply({
       content: `Tier ${tier + 1} (ESCALATED${tier + 1}) is not configured for this ticket type.`,
-      ephemeral: true
+      flags: MessageFlags.Ephemeral
     });
   }
 
@@ -372,12 +375,12 @@ async function handleEscalateButton(interaction, ticket) {
 async function handleDeescalateButton(interaction, ticket) {
   const currentTier = ticket.escalationTier ?? (ticket.escalated ? 1 : 0);
   if (currentTier === 0) {
-    return interaction.reply({ content: 'This ticket is not escalated.', ephemeral: true });
+    return interaction.reply({ content: 'This ticket is not escalated.', flags: MessageFlags.Ephemeral });
   }
 
   await runDeferred(interaction, 'deescalate',
     () => runDeescalation(interaction, ticket),
-    { ephemeral: true }
+    { flags: MessageFlags.Ephemeral }
   );
 }
 
@@ -439,9 +442,11 @@ async function runFinalClose(interaction, ticket, sendEmail = true) {
       await sendTicketClosedEmail(ticket, closerDisplayName, interaction.user.id);
     }
 
+    // $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: ticket.gmailThreadId },
-      { $set: { discordThreadId: null, status: 'closed' } }
+      { $set: { discordThreadId: null, status: 'closed' }, $unset: { welcomeMessageId: '' } }
     );
 
     if (transcriptMsg?.id) {
@@ -455,12 +460,14 @@ async function runFinalClose(interaction, ticket, sendEmail = true) {
     const parentCatId = ticket.parentCategoryId;
     const guildRef = interaction.guild;
 
-    setTimeout(() => interaction.channel.delete().catch(() => {}), 5000);
-    setTimeout(() => {
+    // Lazy require — same cycle reason as in handleConfirmCloseRequest above.
+    const { trackTimeout } = require('../broccolini-discord');
+    trackTimeout(setTimeout(() => interaction.channel.delete().catch(() => {}), 5000));
+    trackTimeout(setTimeout(() => {
       if (parentCatId && guildRef) {
         cleanupEmptyOverflowCategory(guildRef, parentCatId, CONFIG.TICKET_CATEGORY_NAME).catch(() => {});
       }
-    }, 6000);
+    }, 6000));
   } catch (e) {
     console.error('Close ticket error:', e);
   }
@@ -494,7 +501,12 @@ function renderTranscriptHeader(channelName, senderEmail, openedStr, closedStr)
 }
 
 async function dmTranscriptToCreator(client, ticket, channelName, transcriptText, openedStr, closedStr) {
-  const creatorId = ticket.gmailThreadId.split('-').pop();
+  // Prefer ticket.creatorId (stored on creation). Fall back to legacy parsing for
+  // pre-creatorId modal tickets only — split-pop returns the wrong value for
+  // discord-msg-* tickets (it yields the message ID, not the user ID).
+  const creatorId = ticket.creatorId
+    || (ticket.gmailThreadId.startsWith('discord-msg-') ? null : ticket.gmailThreadId.split('-').pop());
+  if (!creatorId) return;
   try {
     const creator = await client.users.fetch(creatorId);
     const dmFile = new AttachmentBuilder(Buffer.from(transcriptText), {
@@ -524,13 +536,15 @@ async function postCloseLogEntry(interaction, ticket, channelName) {
 
   let logMsg;
   if (ticket.gmailThreadId?.startsWith('discord-')) {
-    const creatorId = ticket.gmailThreadId.split('-').pop();
-    try {
-      const creator = await interaction.client.users.fetch(creatorId);
-      logMsg = `Closed ${creator.toString()}'s **${channelName}** by ${closerMention} (${closerDisplayName})`;
-    } catch {
-      logMsg = `Closed **${channelName}** by ${closerMention} (${closerDisplayName})`;
+    const creatorId = ticket.creatorId
+      || (ticket.gmailThreadId.startsWith('discord-msg-') ? null : ticket.gmailThreadId.split('-').pop());
+    let creator = null;
+    if (creatorId) {
+      creator = await interaction.client.users.fetch(creatorId).catch(() => null);
     }
+    logMsg = creator
+      ? `Closed ${creator.toString()}'s **${channelName}** by ${closerMention} (${closerDisplayName})`
+      : `Closed **${channelName}** by ${closerMention} (${closerDisplayName})`;
   } else {
     logMsg = `Closed **${channelName}** (${ticket.senderEmail}) by ${closerMention} (${closerDisplayName})`;
   }
@@ -542,7 +556,7 @@ async function postCloseLogEntry(interaction, ticket, channelName) {
 // ============================================================
 
 async function handleTicketModal(interaction) {
-  await interaction.deferReply({ ephemeral: true });
+  await interaction.deferReply({ flags: MessageFlags.Ephemeral });
 
   const email = interaction.fields.getTextInputValue('ticket_email').trim().toLowerCase();
   const game = interaction.fields.getTextInputValue('ticket_game').trim();
@@ -578,7 +592,10 @@ async function handleTicketModal(interaction) {
 
     let channel;
     try {
-      // TODO(queue-migrate): initial permissionOverwrites here are fine since the channel is just being created, but any later permissionOverwrites mutation on this channel should go through channelQueue.
+      // Initial permissionOverwrites on guild.channels.create are safe-by-construction:
+      // the channel doesn't exist yet, so there's no in-flight rename/send/move to race
+      // against. Any *subsequent* mutation on this channel (add/remove user, move,
+      // topic, rename) must go through services/channelQueue.js.
       channel = await guild.channels.create({
         name: unclaimedName,
         type: ChannelType.GuildText,
@@ -613,6 +630,7 @@ async function handleTicketModal(interaction) {
       ticketNumber,
       priority,
       lastActivity: now,
+      creatorId: interaction.user.id,
       parentCategoryId: parentCategoryIdForTicket
     });
 

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 +1,214 @@
+/**
+ * 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, reason) {
+  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 ${tierLabel}.${reason ? `\n\nReason: ${reason}` : ''}`;
+      await sendTicketNotificationEmail(ticket, null, emailBody, interaction.user.id);
+    } catch (emailErr) {
+      console.error('Escalation email failed (non-fatal):', emailErr.message);
+    }
+  }
+
+  if (nextTier === 2 && ticket.welcomeMessageId) {
+    try {
+      const welcomeMsg = await interaction.channel.messages.fetch(ticket.welcomeMessageId);
+      await welcomeMsg.edit({ components: [getTicketActionRow(updatedTicketForRow)] });
+    } catch (e) {
+      console.error('Failed to update welcome message after escalate:', e.message);
+    }
+  }
+
+  const logChan = await fetchLoggingChannel(interaction.client);
+  if (logChan) {
+    const ticketType = isDiscordTicket ? 'Discord' : 'Email';
+    const tierLabel = nextTier === 1 ? 'tier 2' : 'tier 3';
+    await enqueueSend(logChan,
+      `${ticketType} ticket ${interaction.channel} escalated to ${tierLabel} by ${interaction.user.tag}.\nReason: ${reason}`
+    );
+  }
+}
+
+/** 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 ${interaction.user.tag}.`
+    );
+  }
+}
+
+async function handleEscalate(interaction) {
+  const reason = null;
+  const level = interaction.options.getString('level');
+  const nextTier = level === '3' ? 2 : 1;
+
+  const ticket = await findTicketForChannel(interaction);
+  if (!ticket) return;
+
+  const currentTier = ticket.escalationTier ?? (ticket.escalated ? 1 : 0);
+  if (currentTier >= 2) {
+    return interaction.reply({ content: 'This ticket is already at tier 3 support.', flags: MessageFlags.Ephemeral });
+  }
+  if (nextTier <= currentTier) {
+    return interaction.reply({ content: 'Ticket is already at or past that tier.', flags: MessageFlags.Ephemeral });
+  }
+
+  const isDiscordTicket = ticket.gmailThreadId.startsWith('discord-');
+  const categoryId = nextTier === 1
+    ? (isDiscordTicket ? CONFIG.DISCORD_ESCALATED2_CHANNEL_ID : CONFIG.EMAIL_ESCALATED2_CHANNEL_ID)
+    : (isDiscordTicket ? CONFIG.DISCORD_ESCALATED3_CHANNEL_ID : CONFIG.EMAIL_ESCALATED3_CHANNEL_ID);
+  const configKey = nextTier === 1 ? 'ESCALATED2' : 'ESCALATED3';
+  if (!categoryId && !interaction.channel.isThread()) {
+    return interaction.reply({
+      content: `${configKey} is not configured for ${isDiscordTicket ? 'Discord' : 'email'} tickets.`,
+      flags: MessageFlags.Ephemeral
+    });
+  }
+
+  await runDeferred(interaction, 'escalate', () =>
+    runEscalation(interaction, ticket, nextTier, reason)
+  );
+}
+
+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 +1,299 @@
+/**
+ * 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 { setNotifyDm } = require('../../services/staffSettings');
+const { enqueueMove, enqueueOverwrite, enqueueTopic, enqueueSend } = require('../../services/channelQueue');
+const { 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;
+
+  try {
+    await enqueueOverwrite(interaction.channel, user.id, {
+      ViewChannel: true,
+      SendMessages: true,
+      ReadMessageHistory: true
+    });
+    await interaction.reply({ content: `Added ${user} to this ticket.`, allowedMentions: { parse: ['users'] } });
+  } catch (err) {
+    console.error('Add user error:', err);
+    await interaction.reply({ content: 'Failed to add user.', flags: MessageFlags.Ephemeral });
+  }
+}
+
+async function handleRemove(interaction) {
+  const user = interaction.options.getUser('user');
+  const ticket = await findTicketForChannel(interaction);
+  if (!ticket) return;
+
+  try {
+    await enqueueOverwrite(interaction.channel, user.id, null, 'delete');
+    await interaction.reply({ content: `Removed ${user} from this ticket.`, allowedMentions: { parse: ['users'] } });
+  } catch (err) {
+    console.error('Remove user error:', err);
+    await interaction.reply({ content: 'Failed to remove user.', flags: MessageFlags.Ephemeral });
+  }
+}
+
+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;
+
+  const staffRoleId = CONFIG.ROLE_TO_PING_ID;
+  const guildMember = await interaction.guild.members.fetch(member.id).catch(() => null);
+
+  if (!guildMember || !guildMember.roles.cache.has(staffRoleId)) {
+    return interaction.reply({ content: 'The target member must have the staff role.', flags: MessageFlags.Ephemeral });
+  }
+
+  try {
+    const claimerLabel = guildMember.displayName || guildMember.user.username;
+
+    await Ticket.updateOne(
+      { gmailThreadId: ticket.gmailThreadId },
+      { $set: { claimedBy: claimerLabel } }
+    );
+
+    // `reason` is staff-supplied freeform text; gate to user pings so @everyone in it can't mass-ping.
+    await interaction.reply({
+      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: ${reason}`,
+        allowedMentions: { parse: ['users'] }
+      });
+    }
+  } catch (err) {
+    console.error('Transfer error:', err);
+    await interaction.reply({ content: 'Failed to transfer ticket.', flags: MessageFlags.Ephemeral });
+  }
+}
+
+async function handleMove(interaction) {
+  const category = interaction.options.getChannel('category');
+  const ticket = await findTicketForChannel(interaction);
+  if (!ticket) return;
+
+  try {
+    await enqueueMove(interaction.channel, category.id);
+    await interaction.reply(`Moved ticket to **${category.name}**.`);
+
+    const logChan = await fetchLoggingChannel(interaction.client);
+    if (logChan) {
+      await enqueueSend(logChan,
+        `Ticket ${interaction.channel} moved to category **${category.name}** by ${interaction.user.tag}`
+      );
+    }
+  } catch (err) {
+    console.error('Move error:', err);
+    await interaction.reply({ content: 'Failed to move ticket.', flags: MessageFlags.Ephemeral });
+  }
+}
+
+async function handleTopic(interaction) {
+  const text = interaction.options.getString('text');
+  const ticket = await findTicketForChannel(interaction);
+  if (!ticket) return;
+
+  try {
+    await enqueueTopic(interaction.channel, text);
+    await interaction.reply('Topic updated successfully.');
+  } catch (err) {
+    console.error('Topic error:', err);
+    await interaction.reply({ content: 'Failed to update topic.', flags: MessageFlags.Ephemeral });
+  }
+}
+
+async function handleStaffThread(interaction) {
+  const sub = interaction.options.getSubcommand();
+  if (sub === 'toggle') {
+    CONFIG.STAFF_THREAD_ENABLED = !CONFIG.STAFF_THREAD_ENABLED;
+    return interaction.reply({ content: `Staff threads are now **${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. /help is open to everyone; everything else
+ * requires the staff role.
+ */
+async function handleCommand(interaction) {
+  if (interaction.commandName !== 'help' && (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

@@ -7,6 +7,7 @@ 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');
 
@@ -24,13 +25,17 @@ async function handleDiscordReply(m) {
   Ticket.updateOne(
     { discordThreadId: m.channel.id },
     { $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

@@ -4,6 +4,7 @@
  * 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');
 
@@ -20,7 +21,7 @@ const Ticket = mongoose.model('Ticket');
 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, ephemeral: true });
+    await interaction.reply({ content: missingMessage, flags: MessageFlags.Ephemeral });
     return null;
   }
   return ticket;
@@ -34,18 +35,18 @@ async function findTicketForChannel(interaction, missingMessage = 'This channel
  * @param {import('discord.js').Interaction} interaction
  * @param {string} verb
  * @param {() => Promise<void>} fn
- * @param {{ ephemeral?: boolean }} [opts]
+ * @param {{ flags?: number }} [opts] - pass `MessageFlags.Ephemeral` for ephemeral defer
  */
-async function runDeferred(interaction, verb, fn, { ephemeral = false } = {}) {
+async function runDeferred(interaction, verb, fn, { flags } = {}) {
   try {
-    await interaction.deferReply({ ephemeral });
+    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, ephemeral: true }).catch(() => {})
+      interaction.followUp({ content: msg, flags: MessageFlags.Ephemeral }).catch(() => {})
     );
   }
 }

models.js

@@ -19,6 +19,7 @@ const ticketSchema = new mongoose.Schema({
     lastActivity: Date,
     welcomeMessageId: String,
     claimerId: String,
+    creatorId: String,
     parentCategoryId: String,
     pendingDelete: { type: Boolean, default: false }
 });

package.json

@@ -5,10 +5,11 @@
     "express": "^5.2.1",
     "express-rate-limit": "^8.3.2",
     "googleapis": "^171.4.0",
-    "mongoose": "^6.12.0"
+    "mongoose": "^8.23.1"
   },
   "devDependencies": {
-    "mongodb": "^7.1.0"
+    "mongodb": "^7.1.0",
+    "vitest": "^4.1.5"
   },
   "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

@@ -19,6 +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
@@ -111,7 +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') {

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

@@ -113,6 +113,81 @@ 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 +232,4 @@ 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/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
@@ -52,7 +71,7 @@ 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);

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
- *   servers. The 300ms delay between adds avoids the thread member add rate
- *   limit (approximately 5/second).
+ * - addRoleMembersToThread reads from role.members (cache-derived) and only
+ *   falls back to a scoped guild.members.fetch on cache miss. The 300ms
+ *   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();
-    const members = guild.members.cache.filter(m =>
-      m.roles.cache.has(CONFIG.STAFF_THREAD_ROLE_ID) && !m.user.bot
-    );
+    let members = role.members.filter(m => !m.user.bot);
+    if (members.size === 0) {
+      // 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

@@ -51,7 +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;
@@ -305,14 +310,16 @@ 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));
       }
     } catch (error) {
       console.error(`Auto-close error for ticket ${ticket.gmailThreadId}:`, error);

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) {
-      cleaned = cleaned.substring(0, match.index);
-      break;
+    if (match && (earliest === -1 || match.index < earliest)) {
+      earliest = match.index;
     }
   }
+  if (earliest !== -1) {
+    cleaned = cleaned.substring(0, earliest);
+  }
 
   return cleaned.trim();
 }

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
+  }
+});