Discord: Support-Antworten im Ticket-Kanal als Antwort ins Ticket übernehmen

Nachrichten von verknüpftem Personal im Ticket-Kanal/-Thread werden wie eine
Antwort im Kundencenter behandelt: Support-Nachricht, Status 'wartet auf Kunde',
Mail an den Ersteller, Audit-Eintrag.

Co-Authored-By: Claude Opus 5.5 <noreply@anthropic.com>

apps/worker/src/discord.ts

@@ -4,6 +4,7 @@ import { pool } from '@kc/platform/db';
 import { decrypt } from '@kc/platform/crypto';
 import { enqueue } from '@kc/platform/jobs';
 import { config } from '@kc/platform/config';
+import { audit } from '@kc/platform/audit';
 
 interface DiscordSettings {
   enabled: boolean; token: string | null; guildId: string | null; adminChannelId: string | null; ticketChannelId: string | null;
@@ -133,18 +134,29 @@ async function handle(i: ChatInputCommandInteraction): Promise<void> {
   }
 }
 
-/** Nachricht im Ticket-Thread bzw. Ticket-Kanal von einem Kunden: als Ticket-Nachricht übernehmen. Personal-Nachrichten werden ignoriert (Web-Oberfläche bleibt die Quelle). */
+/** Nachricht im Ticket-Thread bzw. Ticket-Kanal übernehmen: vom Kunden als Kundenantwort, vom Personal (verknüpftes Konto)
+ *  als Support-Antwort wie im Kundencenter (Status "wartet auf Kunde", Mail an den Ersteller). Andere Nachrichten werden ignoriert. */
 async function handleThreadMessage(msg: Message, log: (m: string) => void): Promise<void> {
   if (msg.author.bot || !msg.inGuild()) return;
-  const t = await pool.query('SELECT tt.ticket_id, tk.number, tk.subject, tk.org_id, tk.status FROM ticket_discord_threads tt JOIN tickets tk ON tk.id = tt.ticket_id WHERE tt.thread_id = ?', [msg.channel.id]).then(([r]: any) => r[0]);
+  const t = await pool.query('SELECT tt.ticket_id, tk.number, tk.subject, tk.org_id, tk.status, tk.created_by FROM ticket_discord_threads tt JOIN tickets tk ON tk.id = tt.ticket_id WHERE tt.thread_id = ?', [msg.channel.id]).then(([r]: any) => r[0]);
   if (!t) return;
   if (t.status === 'closed') { await msg.reply('Dieses Ticket ist geschlossen. Bitte im Kundencenter ein neues Ticket eröffnen oder den Befehl `/ticket` nutzen.').catch(() => undefined); return; }
-  const u = await pool.query("SELECT id, name FROM users WHERE discord_user_id = ? AND kind = 'customer'", [msg.author.id]).then(([r]: any) => r[0]);
-  if (!u) return; // unbekannt oder Personal: Web-Oberfläche bleibt die Quelle für Personal-Antworten
-  const member = await pool.query('SELECT 1 AS x FROM memberships WHERE user_id = ? AND org_id = ?', [u.id, t.org_id]).then(([r]: any) => r[0]);
-  if (!member) return;
   const body = msg.content.trim().slice(0, 10000);
   if (!body) return;
+  const staff = await linkedUser(msg.author.id, 'staff');
+  if (staff) {
+    await pool.query('INSERT INTO ticket_messages (id, ticket_id, author_id, author_kind, body) VALUES (?,?,?,?,?)', [randomUUID(), t.ticket_id, staff.id, 'staff', body]);
+    await pool.query("UPDATE tickets SET status = 'pending_customer', last_message_at = UTC_TIMESTAMP(3), resolved_at = NULL, closed_at = NULL WHERE id = ?", [t.ticket_id]);
+    await audit({ actorType: 'user', actorId: staff.id, orgId: t.org_id, action: 'ticket.message', resourceType: 'ticket', resourceId: t.ticket_id, after: { internalNote: false, via: 'discord' } });
+    const creator = await pool.query('SELECT email, name FROM users WHERE id = ?', [t.created_by]).then(([r]: any) => r[0]);
+    if (creator) await enqueue('mail.template', { to: creator.email, key: 'ticket_message', vars: { name: creator.name, number: t.number, subject: t.subject, ticketLink: ticketLink(t.ticket_id) } }, { idempotencyKey: `mail:discord-staff:${msg.id}` });
+    log(`Discord: Support-Antwort zu Ticket ${t.number} übernommen.`);
+    return;
+  }
+  const u = await pool.query("SELECT id, name FROM users WHERE discord_user_id = ? AND kind = 'customer'", [msg.author.id]).then(([r]: any) => r[0]);
+  if (!u) return; // Discord-Konto ohne Verknüpfung: nicht zuordenbar
+  const member = await pool.query('SELECT 1 AS x FROM memberships WHERE user_id = ? AND org_id = ?', [u.id, t.org_id]).then(([r]: any) => r[0]);
+  if (!member) return;
   await pool.query('INSERT INTO ticket_messages (id, ticket_id, author_id, author_kind, body) VALUES (?,?,?,?,?)', [randomUUID(), t.ticket_id, u.id, 'customer', body]);
   await pool.query("UPDATE tickets SET status = 'pending_staff', last_message_at = UTC_TIMESTAMP(3), resolved_at = NULL, closed_at = NULL WHERE id = ?", [t.ticket_id]);
   await notify('ticket.message', { number: t.number }, `discord-in:${msg.id}`);
@@ -201,7 +213,7 @@ async function ensureTicketChannel(s: DiscordSettings, ticketId: string, withOpe
       topic: `${t.number} · ${t.subject}`.slice(0, 1024), permissionOverwrites: overwrites(category.guild, s, customerIds), reason: `Ticket ${t.number}`,
     });
     await pool.query('INSERT INTO ticket_discord_threads (ticket_id, thread_id) VALUES (?,?)', [ticketId, channel.id]);
-    await channel.send({ content: `**${t.number} · ${t.subject}**\nKunde: ${t.org_name} (${t.customer_number})\nIm Kundencenter: ${ticketLink(t.id)}\n_Antworten des Kunden hier werden ins Ticket übernommen. Antworten des Supports bitte im Kundencenter schreiben._`.slice(0, 2000), allowedMentions: { parse: [] } });
+    await channel.send({ content: `**${t.number} · ${t.subject}**\nKunde: ${t.org_name} (${t.customer_number})\nIm Kundencenter: ${ticketLink(t.id)}\n_Nachrichten hier werden ins Ticket übernommen. Antworten des Supports gehen dem Kunden zusätzlich per Mail zu._`.slice(0, 2000), allowedMentions: { parse: [] } });
     if (withOpening) {
       const first = await pool.query('SELECT m.body, m.author_kind FROM ticket_messages m WHERE m.ticket_id = ? AND m.internal_note = 0 ORDER BY m.created_at LIMIT 1', [ticketId]).then(([r]: any) => r[0]);
       if (first) await channel.send({ content: `**${first.author_kind === 'staff' ? 'Support' : 'Kunde'}:** ${first.body}`.slice(0, 2000), allowedMentions: { parse: [] } });