## Broccolini Bot – Feature Overview

Broccolini Bot is a Discord support bot that turns Gmail emails and Discord messages into trackable support tickets stored in MongoDB.

---

## Email & Discord Ticketing

**Summary:** Connects Gmail and Discord so each support conversation becomes a ticket channel or thread.

- Email → Discord ticket channels or threads (with overflow categories)
- Discord-only tickets created from panels or context menus
- Full Gmail reply threading for email-sourced tickets
- Ticket transcripts saved to a Discord channel and optionally emailed on close

---

## Ticket Workflow & Management

**Summary:** Provides a structured workflow for creating, handling, and closing tickets.

- Claim / unclaim with claimer emojis in channel names
- Priority levels (low / normal / medium / high) with emojis
- Escalation and de-escalation between tiered support categories
- Close confirmation, force-close, and automatic transcript generation
- Auto-close, inactivity reminders, and auto-unclaim (configurable)
- Per-ticket limits and global ticket limits to prevent abuse

---

## Discord UI: Panels, Buttons & Modals

**Summary:** Uses rich Discord components so users and staff interact with tickets through buttons and forms.

- `/panel` command to post “Open ticket” panels
- Ticket creation via modal (email, game, description fields)
- Ticket action row with Close, Claim, Escalate, and De-escalate buttons
- Thread-style or category-channel tickets, or panels that offer both
- `/setup` wizard to guide initial panel and category configuration

---

## Staff Tools & Notifications

**Summary:** Gives staff better visibility and control over tickets and workloads.

- `/add` and `/remove` to manage who can see a ticket
- `/transfer`, `/move`, `/topic`, `/stats`, `/search`, `/backup`, `/export`
- `/accountinfo` for account lookups by email or Discord user
- Per-staff notification channels with reply alerts and unclaimed digests
- Optional DM reply alerts via `/notifydm`
- Optional private staff-only threads attached to ticket channels

---

## Tags, Saved Responses & Variables

**Summary:** Speeds up replies and keeps tickets categorized.

- `/tag` command with predefined ticket tags and emojis
- `/response` commands to create, edit, send, delete, and list saved replies
- Template variables (ticket, staff, server, date/time, hours, etc.) in responses
- Tag usage and response usage tracked in MongoDB

---

## Automation, Patterns & Surge Detection

**Summary:** Monitors ticket volume and chat activity to warn staff about problems early.

- Background jobs for auto-close, reminders, and auto-unclaim
- Pattern detection for repeat users, games, tags, escalations, and stale tickets
- Surge detection for high ticket volume, backlogs, and no-staff situations
- Chat alerts for busy channels or messages without staff replies

---

## Settings UI, Logging, API & Configuration

**Summary:** Provides a web UI plus environment-based configuration and optional integrations.

- Optional Broccolini settings web UI (`settings-site/`) to edit Discord channels, categories, Gmail credentials, ticket behavior, surge alerts, pattern thresholds, appearance, and advanced options without touching `.env`
- All behavior still backed by `.env` and `config.js` (messages, colors, timeouts, limits)
- Dedicated Discord channels for transcripts, logs, security, automation, and Gmail polling
- Optional HTTP API under `/api` with token-based auth
- Healthcheck endpoint (`GET /`) for Docker and load balancers