broccolini-bot/handlers/commands.js

/**
 * Slash command, context menu, and autocomplete handlers.
 *
 * The dispatcher pattern: handleCommand looks up the command name in
 * COMMAND_HANDLERS and delegates. Each handle<Command>() owns one slash
 * command. To find a command's implementation, search for handle<Name>.
 */
const {
  ChannelType,
  ActionRowBuilder,
  ButtonBuilder,
  ButtonStyle,
  AttachmentBuilder,
  EmbedBuilder,
  ModalBuilder,
  TextInputBuilder,
  TextInputStyle,
  PermissionFlagsBits
} = require('discord.js');
const { mongoose } = require('../db-connection');
const { CONFIG } = require('../config');
const { getPriorityEmoji, replaceVariables, isStaff } = require('../utils');
const { makeTicketName, resolveCreatorNickname, getOrCreateTicketCategory, checkTicketCreationRateLimit } = require('../services/tickets');
const { sendTicketNotificationEmail } = require('../services/gmail');
const { getTicketActionRow } = require('../utils/ticketComponents');
const { enqueueRename, enqueueMove, enqueueSend } = require('../services/channelQueue');
const { setNotifyDm } = require('../services/staffSettings');
const { pinMessage } = require('../services/pinMessage');
const { logError, logTicketEvent } = require('../services/debugLog');
const { pendingCloses } = require('./pendingCloses');

const Ticket = mongoose.model('Ticket');
const Tag = mongoose.model('Tag');
const StaffSignature = mongoose.model('StaffSignature');

// ============================================================
// Helpers
// ============================================================

/**
 * 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}).`,
    ephemeral: true
  });
  return true;
}

/**
 * Look up the ticket linked to this channel; reply with a friendly message
 * and return null if the channel is not a ticket. Returns the ticket on
 * success.
 */
async function findTicketForChannel(interaction) {
  const ticket = await Ticket.findOne({ discordThreadId: interaction.channel.id }).lean();
  if (!ticket) {
    await interaction.reply({ content: 'This channel is not linked to a ticket.', ephemeral: true });
    return null;
  }
  return ticket;
}

/**
 * Defer + run + log + reply on error. `verb` is the user-facing verb (e.g.
 * "escalate"); error messages render as "Failed to <verb> this ticket."
 */
async function runDeferred(interaction, verb, fn, { ephemeral = false } = {}) {
  try {
    await interaction.deferReply({ ephemeral });
    await fn();
  } catch (err) {
    console.error(`${verb} error:`, err);
    const msg = `Failed to ${verb} this ticket.`;
    await interaction.editReply({ content: msg }).catch(() =>
      interaction.followUp({ content: msg, ephemeral: true }).catch(() => {})
    );
  }
}

/** 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);
}

// ============================================================
// Escalation flows (reused by buttons via the module exports)
// ============================================================

/**
 * 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}.`
    );
  }
}

// ============================================================
// Per-command handlers
// ============================================================

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.', ephemeral: true });
  }
  if (nextTier <= currentTier) {
    return interaction.reply({ content: 'Ticket is already at or past that tier.', ephemeral: true });
  }

  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.`,
      ephemeral: true
    });
  }

  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.', ephemeral: true });
  }

  await runDeferred(interaction, 'de-escalate',
    () => runDeescalation(interaction, ticket),
    { ephemeral: true }
  );
}

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 🔕'}.`,
      ephemeral: true
    });
  } catch (err) {
    console.error('notifydm error:', err);
    await interaction.reply({ content: 'Failed to update notification setting.', ephemeral: true }).catch(() => {});
  }
}

async function handleAdd(interaction) {
  const user = interaction.options.getUser('user');
  const ticket = await findTicketForChannel(interaction);
  if (!ticket) return;

  try {
    // TODO(queue-migrate): permissionOverwrites mutation bypasses channelQueue — could race a pending rename/send on the same channel.
    await interaction.channel.permissionOverwrites.create(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.', ephemeral: true });
  }
}

async function handleRemove(interaction) {
  const user = interaction.options.getUser('user');
  const ticket = await findTicketForChannel(interaction);
  if (!ticket) return;

  try {
    // TODO(queue-migrate): permissionOverwrites mutation bypasses channelQueue — could race a pending rename/send on the same channel.
    await interaction.channel.permissionOverwrites.delete(user.id);
    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.', ephemeral: true });
  }
}

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.', ephemeral: true });
  }

  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.', ephemeral: true });
  }
}

async function handleMove(interaction) {
  const category = interaction.options.getChannel('category');
  const ticket = await findTicketForChannel(interaction);
  if (!ticket) return;

  try {
    // TODO(queue-migrate): setParent bypasses channelQueue (enqueueMove) — use enqueueMove so moves serialize with pending renames/sends.
    await interaction.channel.setParent(category.id, { lockPermissions: true });
    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.', ephemeral: true });
  }
}

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 **${CONFIG.STAFF_THREAD_ENABLED ? 'enabled' : 'disabled'}**.`, ephemeral: true });
  }
  if (sub === 'name') {
    const name = interaction.options.getString('thread_name').slice(0, 100);
    CONFIG.STAFF_THREAD_NAME = name;
    return interaction.reply({ content: `Staff thread name set to **${name}**.`, ephemeral: true });
  }
  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'}**.`, ephemeral: true });
  }
}

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 **${enabled ? 'enabled' : 'disabled'}**.`, ephemeral: true });
  }
  if (sub === 'escalation') {
    CONFIG.PIN_ESCALATION_MESSAGE_ENABLED = enabled;
    return interaction.reply({ content: `Auto-pin escalation message is now **${enabled ? 'enabled' : 'disabled'}**.`, ephemeral: true });
  }
  if (sub === 'suppress') {
    CONFIG.PIN_SUPPRESS_SYSTEM_MESSAGE = enabled;
    return interaction.reply({ content: `Suppress pin system message is now **${enabled ? 'enabled' : 'disabled'}**.`, ephemeral: true });
  }
}

async function handleGmailPoll(interaction) {
  const seconds = parseInt(interaction.options.getString('interval'), 10);
  // Lazy require — broccolini-discord re-exports this and we'd otherwise cycle.
  const { setGmailPollInterval } = require('../broccolini-discord');
  setGmailPollInterval(seconds * 1000);
  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.`, ephemeral: true });
}

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.`, ephemeral: true });
}

async function handleCancelClose(interaction) {
  const pending = pendingCloses.get(interaction.channel.id);
  if (!pending) {
    return interaction.reply({ content: 'No pending close for this channel.', ephemeral: true });
  }
  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.', ephemeral: true });
}

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.', ephemeral: true });
  }

  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 {
    await Ticket.updateOne(
      { gmailThreadId: freshTicket.gmailThreadId },
      { $set: { status: 'closed' } }
    );

    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] });
}

async function handleTopic(interaction) {
  const text = interaction.options.getString('text');
  const ticket = await findTicketForChannel(interaction);
  if (!ticket) return;

  try {
    // TODO(queue-migrate): setTopic bypasses channelQueue — could race a pending rename/send on the same channel.
    await interaction.channel.setTopic(text);
    await interaction.reply('Topic updated successfully.');
  } catch (err) {
    console.error('Topic error:', err);
    await interaction.reply({ content: 'Failed to update topic.', ephemeral: true });
  }
}

// /response is itself a router over its subcommands
const RESPONSE_SUBCOMMANDS = {
  send: handleResponseSend,
  create: handleResponseCreate,
  edit: handleResponseEdit,
  delete: handleResponseDelete,
  list: handleResponseList
};

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, ephemeral: true });
    }
  }
}

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.`, ephemeral: true });
  }

  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 "${name}" created successfully.`, ephemeral: true });
  } catch (err) {
    if (err.code === 11000 || err.message?.includes('duplicate')) {
      await interaction.reply({ content: `❌ Tag "${name}" already exists.`, ephemeral: true });
    } else {
      logError('tag-create', err, interaction).catch(() => {});
      await interaction.reply({ content: '❌ Failed to create tag.', ephemeral: true });
    }
  }
}

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.`, ephemeral: true });
    } else {
      await interaction.reply({ content: `✅ Tag "${name}" updated successfully.`, ephemeral: true });
    }
  } catch (err) {
    logError('tag-edit', err, interaction).catch(() => {});
    await interaction.reply({ content: '❌ Failed to edit tag.', ephemeral: true });
  }
}

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],
    ephemeral: true
  });
}

async function handleResponseList(interaction) {
  await interaction.deferReply({ ephemeral: true });

  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] });
}

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.', ephemeral: true }).catch(() => {});
    }
  }
}

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], ephemeral: true });
}

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}!`, ephemeral: true });
  } catch (err) {
    console.error('Panel creation error:', err);
    await interaction.reply({ content: 'Failed to create panel.', ephemeral: true });
  }
}

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('✅')
  );
}

// ============================================================
// Context-menu handlers
// ============================================================

async function handleCreateTicketFromMessage(interaction) {
  await interaction.deferReply({ ephemeral: true });

  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,
      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({ ephemeral: true });

  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.');
  }
}

// ============================================================
// 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);
}

/** 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 = { handleCommand, handleContextMenu, handleAutocomplete, runEscalation, runDeescalation };