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