broccolini-bot/FEATURES.md

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.

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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

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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

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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

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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

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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

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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

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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