feat(support): filter waiting tickets and staff assignments

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

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+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

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+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

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+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

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+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;
+}