feat(support): filter waiting tickets and staff assignments

src/app/admin/tickets/desk/page.tsx

@@ -15,7 +15,14 @@ import { redirect } from "next/navigation";
 import { getTranslations } from "next-intl/server";
 import { StatusCard } from "@/components/admin/dashboard";
 import { TicketQueueBanner } from "@/components/admin/ticket-queue-banner";
+import {
+	awaitingStaffCondition,
+	latestTicketReplyAt,
+	latestTicketReplyIsStaff,
+	ticketAssignmentCondition,
+} from "@/lib/admin/ticket-desk-query";
 import { fetchTicketQueueOpenCounts } from "@/lib/admin/ticket-queue-counts";
+import { ticketReplyAge } from "@/lib/admin/ticket-reply-age";
 import { calcPagination, parseListParams } from "@/lib/admin-helpers";
 import { db, User, WebsiteTicket } from "@/lib/db";
 import { formatDate } from "@/lib/format-date";
@@ -41,8 +48,15 @@ export default async function AdminTicketsDeskPage({
 	const Assignee = alias(User, "ticket_assignee");
 
 	const conditions: SQL[] = [];
+	const assignment = ticketAssignmentCondition(
+		raw.filter_assignee,
+		session.user.id,
+	);
+	if (assignment) conditions.push(assignment);
 
-	if (statusFilter === "active") {
+	if (statusFilter === "awaiting_staff") {
+		if (awaitingStaffCondition) conditions.push(awaitingStaffCondition);
+	} else if (statusFilter === "active") {
 		conditions.push(ne(WebsiteTicket.status, "closed"));
 	} else if (statusFilter && statusFilter !== "all") {
 		conditions.push(eq(WebsiteTicket.status, statusFilter));
@@ -130,6 +144,8 @@ export default async function AdminTicketsDeskPage({
 			createdAt: WebsiteTicket.createdAt,
 			creatorUsername: Creator.username,
 			assigneeUsername: Assignee.username,
+			replyAt: latestTicketReplyAt,
+			replyIsStaff: latestTicketReplyIsStaff,
 			messageCount: sql<number>`(
 				SELECT COUNT(*) FROM website_ticket_messages m
 				WHERE m.ticket_id = ${WebsiteTicket.id}
@@ -152,6 +168,9 @@ export default async function AdminTicketsDeskPage({
 		category: ticket.category,
 		messages: Number(ticket.messageCount ?? 0),
 		status: ticket.status,
+		awaitingStaff:
+			ticket.status !== "closed" && Number(ticket.replyIsStaff) === 0,
+		replyAgeMinutes: ticketReplyAge(ticket.replyAt),
 		priority: ticket.priority,
 		assignee: ticket.assigneeUsername ?? "—",
 		date: formatDate(ticket.createdAt, "date"),
@@ -185,7 +204,10 @@ export default async function AdminTicketsDeskPage({
 				<StatusCard label={t("statusClosed")} value={closedCount} icon="✅" />
 			</div>
 
-			{total === 0 && !parsed.search && statusFilter === "active" ? (
+			{total === 0 &&
+			!parsed.search &&
+			statusFilter === "active" &&
+			!raw.filter_assignee ? (
 				<div className="admin-empty">{t("noTickets")}</div>
 			) : (
 				<TicketsTable

src/app/admin/tickets/tickets-table.tsx

@@ -17,6 +17,8 @@ export interface TicketRow {
 	priority: string;
 	assignee: string;
 	date: string;
+	awaitingStaff: boolean;
+	replyAgeMinutes: number | null;
 }
 
 const STATUS_VARIANT: Record<
@@ -79,6 +81,7 @@ export function TicketsTable({
 			sortable: true,
 			filterKey: "filter_status",
 			filterOptions: [
+				{ label: t("awaitingStaff"), value: "awaiting_staff" },
 				{ label: t("statusOpen"), value: "open" },
 				{ label: t("statusInProgress"), value: "in_progress" },
 				{ label: t("statusWaiting"), value: "waiting" },
@@ -113,7 +116,41 @@ export function TicketsTable({
 				return <span className={`text-xs capitalize ${className}`}>{p}</span>;
 			},
 		},
-		{ key: "assignee", label: t("colAssigned"), sortable: true },
+		{
+			key: "assignee",
+			label: t("colAssigned"),
+			sortable: true,
+			filterKey: "filter_assignee",
+			filterOptions: [
+				{ label: t("assignedMine"), value: "mine" },
+				{ label: t("unassigned"), value: "unassigned" },
+				{ label: t("assignedAny"), value: "assigned" },
+			],
+		},
+		{
+			key: "replyAgeMinutes",
+			label: t("lastReplyAge"),
+			render: (_value, row) => (
+				<div>
+					{row.awaitingStaff && (
+						<Badge variant="outline">{t("awaitingStaff")}</Badge>
+					)}
+					<div className="text-xs text-muted-foreground">
+						{row.replyAgeMinutes === null
+							? "—"
+							: row.replyAgeMinutes < 60
+								? t("ageMinutes", { count: row.replyAgeMinutes })
+								: row.replyAgeMinutes < 1440
+									? t("ageHours", {
+											count: Math.floor(row.replyAgeMinutes / 60),
+										})
+									: t("ageDays", {
+											count: Math.floor(row.replyAgeMinutes / 1440),
+										})}
+					</div>
+				</div>
+			),
+		},
 		{ key: "date", label: t("colDate"), sortable: true },
 	];
 
@@ -123,6 +160,14 @@ export function TicketsTable({
 			columns={columns}
 			searchPlaceholder={t("searchPlaceholder")}
 			presets={[
+				{
+					label: t("awaitingStaff"),
+					params: { filter_status: "awaiting_staff", filter_assignee: "" },
+				},
+				{
+					label: t("assignedMine"),
+					params: { filter_status: "active", filter_assignee: "mine" },
+				},
 				{ label: t("presetActive"), params: { filter_status: "active" } },
 				{ label: t("statusOpen"), params: { filter_status: "open" } },
 				{

src/app/mod/tickets/desk/page.tsx

@@ -19,7 +19,14 @@ import {
 import { StatusCard } from "@/components/admin/dashboard";
 import { TicketQueueBanner } from "@/components/admin/ticket-queue-banner";
 import { requireModPermission } from "@/lib/admin/guard";
+import {
+	awaitingStaffCondition,
+	latestTicketReplyAt,
+	latestTicketReplyIsStaff,
+	ticketAssignmentCondition,
+} from "@/lib/admin/ticket-desk-query";
 import { fetchTicketQueueOpenCounts } from "@/lib/admin/ticket-queue-counts";
+import { ticketReplyAge } from "@/lib/admin/ticket-reply-age";
 import { calcPagination, parseListParams } from "@/lib/admin-helpers";
 import { db, User, WebsiteTicket, WebsiteTicketMessage } from "@/lib/db";
 import { formatDate } from "@/lib/format-date";
@@ -42,7 +49,10 @@ export default async function ModTicketsDeskPage({
 }: {
 	searchParams: Promise<Record<string, string>>;
 }) {
-	await requireModPermission([PERMS.MOD_TICKETS_VIEW, PERMS.TICKETS_VIEW]);
+	const staff = await requireModPermission([
+		PERMS.MOD_TICKETS_VIEW,
+		PERMS.TICKETS_VIEW,
+	]);
 
 	const t = await getTranslations("pages.admin.tickets");
 	const raw = await searchParams;
@@ -50,8 +60,12 @@ export default async function ModTicketsDeskPage({
 	const statusFilter = raw.filter_status || raw.status || "active";
 
 	const conditions: SQL[] = [];
+	const assignment = ticketAssignmentCondition(raw.filter_assignee, staff.id);
+	if (assignment) conditions.push(assignment);
 
-	if (statusFilter === "active") {
+	if (statusFilter === "awaiting_staff") {
+		if (awaitingStaffCondition) conditions.push(awaitingStaffCondition);
+	} else if (statusFilter === "active") {
 		conditions.push(ne(WebsiteTicket.status, "closed"));
 	} else if (statusFilter && statusFilter !== "all") {
 		conditions.push(eq(WebsiteTicket.status, statusFilter));
@@ -137,6 +151,8 @@ export default async function ModTicketsDeskPage({
 			createdAt: WebsiteTicket.createdAt,
 			creatorUsername: Creator.username,
 			assigneeUsername: Assignee.username,
+			replyAt: latestTicketReplyAt,
+			replyIsStaff: latestTicketReplyIsStaff,
 		})
 		.from(WebsiteTicket)
 		.leftJoin(Creator, eq(WebsiteTicket.creatorId, Creator.id))
@@ -170,6 +186,9 @@ export default async function ModTicketsDeskPage({
 		category: ticket.category,
 		messages: msgMap.get(ticket.id) ?? 0,
 		status: ticket.status,
+		awaitingStaff:
+			ticket.status !== "closed" && Number(ticket.replyIsStaff) === 0,
+		replyAgeMinutes: ticketReplyAge(ticket.replyAt),
 		priority: ticket.priority,
 		assignee: ticket.assigneeUsername ?? "—",
 		date: formatDate(ticket.createdAt, "date"),
@@ -203,7 +222,10 @@ export default async function ModTicketsDeskPage({
 				<StatusCard label={t("statusClosed")} value={closedCount} icon="✅" />
 			</div>
 
-			{total === 0 && !parsed.search && statusFilter === "active" ? (
+			{total === 0 &&
+			!parsed.search &&
+			statusFilter === "active" &&
+			!raw.filter_assignee ? (
 				<div className="admin-empty">{t("noTickets")}</div>
 			) : (
 				<TicketsTable

src/lib/admin/ticket-desk-query.test.ts

@@ -0,0 +1,30 @@
+import { MySqlDialect } from "drizzle-orm/mysql-core";
+import { describe, expect, it, vi } from "vitest";
+
+vi.mock("@/lib/db", async () => import("@/db/schema"));
+
+import {
+	awaitingStaffCondition,
+	latestTicketReplyAt,
+	ticketAssignmentCondition,
+} from "./ticket-desk-query";
+
+const dialect = new MySqlDialect();
+describe("support desk query", () => {
+	it("binds the signed-in staff ID and distinguishes unassigned tickets", () => {
+		const mine = ticketAssignmentCondition("mine", 123);
+		expect(mine && dialect.sqlToQuery(mine).params).toEqual([123]);
+		const none = ticketAssignmentCondition("unassigned", 123);
+		expect(none && dialect.sqlToQuery(none).sql).toContain("is null");
+		expect(ticketAssignmentCondition("123 OR 1=1", 123)).toBeUndefined();
+	});
+	it("requires an active ticket and resolves equal timestamps by message id", () => {
+		expect(awaitingStaffCondition).toBeDefined();
+		if (!awaitingStaffCondition) return;
+		const query = dialect.sqlToQuery(awaitingStaffCondition);
+		expect(query.params).toEqual(["closed", 0]);
+		expect(query.sql).toContain("m.is_staff");
+		expect(query.sql).toContain("m.created_at DESC, m.id DESC LIMIT 1");
+		expect(dialect.sqlToQuery(latestTicketReplyAt).sql).toContain("COALESCE");
+	});
+});

src/lib/admin/ticket-desk-query.ts

@@ -0,0 +1,20 @@
+import { and, eq, isNotNull, isNull, ne, type SQL, sql } from "drizzle-orm";
+import { WebsiteTicket } from "@/lib/db";
+
+/** Messages persist their staff role at send time; later rank changes do not alter the queue. */
+export const latestTicketReplyIsStaff = sql<number>`COALESCE((SELECT m.is_staff FROM website_ticket_messages m WHERE m.ticket_id = ${WebsiteTicket.id} ORDER BY m.created_at DESC, m.id DESC LIMIT 1), 0)`;
+export const latestTicketReplyAt = sql<string>`COALESCE((SELECT m.created_at FROM website_ticket_messages m WHERE m.ticket_id = ${WebsiteTicket.id} ORDER BY m.created_at DESC, m.id DESC LIMIT 1), ${WebsiteTicket.createdAt})`;
+export const awaitingStaffCondition = and(
+	ne(WebsiteTicket.status, "closed"),
+	eq(latestTicketReplyIsStaff, 0),
+);
+
+export function ticketAssignmentCondition(
+	value: string | undefined,
+	userId: number,
+): SQL | undefined {
+	if (value === "mine") return eq(WebsiteTicket.assigneeId, userId);
+	if (value === "unassigned") return isNull(WebsiteTicket.assigneeId);
+	if (value === "assigned") return isNotNull(WebsiteTicket.assigneeId);
+	return undefined;
+}

src/lib/admin/ticket-reply-age.test.ts

@@ -0,0 +1,18 @@
+import { describe, expect, it } from "vitest";
+import { ticketReplyAge } from "./ticket-reply-age";
+
+describe("ticket reply age", () => {
+	it("measures elapsed minutes, including day boundaries", () => {
+		expect(
+			ticketReplyAge(
+				"2026-09-10T12:00:00Z",
+				Date.parse("2026-09-11T13:30:00Z"),
+			),
+		).toBe(1530);
+	});
+	it("does not report negative or invalid ages", () => {
+		expect(ticketReplyAge(new Date(2000), 1000)).toBe(0);
+		expect(ticketReplyAge("invalid")).toBeNull();
+		expect(ticketReplyAge(null)).toBeNull();
+	});
+});

src/lib/admin/ticket-reply-age.ts

@@ -0,0 +1,10 @@
+export function ticketReplyAge(
+	value: Date | string | null,
+	now = Date.now(),
+): number | null {
+	if (!value) return null;
+	const time = value instanceof Date ? value.getTime() : Date.parse(value);
+	return Number.isFinite(time)
+		? Math.max(0, Math.floor((now - time) / 60000))
+		: null;
+}