feat(support): Add admin reply functionality to support ticket detail page

[codeunia-dev]

• Implement comprehensive reply system for support tickets
• Add new API endpoint for sending ticket replies
• Enable automatic status update from "open" to "in_progress" when replying
• Create UI components for sending replies with character limit and validation
• Add error handling and toast notifications for reply process
• Include tip message about status change when sending first reply
• Enhance ticket management workflow with direct communication feature

Summary by CodeRabbit

• New Features

  • Added ability for admins to reply directly to support tickets with character limit enforcement and real-time feedback.
  • Automatic status updates when replying to open tickets.

• Improvements

  • Enhanced authorization and status validation for ticket management.
  • Clarified that internal notes are admin-visible only.
  • Improved error handling and user notifications throughout ticket workflows.

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Project	Deployment	Preview	Comments	Updated (UTC)
codeunia	Building	Preview	Comment	Nov 7, 2025 7:00am

[coderabbitai]

Caution

Review failed

The pull request is closed.

Walkthrough

This pull request adds a "Reply to User" feature for support ticket management. A new POST API endpoint accepts admin replies, validates input, sends templated emails to users, and handles ticket status transitions. The client UI includes a reply form with character limits. Existing GET and PATCH endpoints are refactored to enforce admin authentication consistently and return normalized ticket data structures.

Changes

Cohort / File(s)	Change Summary
Frontend UI Component app/admin/support/[id]/page.tsx	Adds reply state management, sends reply function, and "Reply to User" UI card with textarea (2000-char limit), character counter, send/clear actions, and status-change tip. Updates import signatures to include Send from lucide-react. Clarifies Internal Notes description (admin-only visibility).
Backend: New Reply Endpoint app/api/admin/support/tickets/[id]/reply/route.ts	New POST route handler that authenticates admin, validates reply message (non-empty, max 2000 chars), fetches ticket and user profile, composes templated email, and sends reply. Includes helper functions for email template generation. Logs key steps; includes TODO for database persistence.
Backend: Updated Ticket Endpoint app/api/admin/support/tickets/[id]/route.ts	GET and PATCH flows now include explicit admin authorization checks. GET returns normalized { ticket: ticketWithUser } payload. PATCH enforces stricter status validation (must be one of ['open', 'in_progress', 'resolved', 'closed']), adds explicit updated_at timestamp, and updates return shape to { ticket, success: true }. Removes legacy email notification and oldStatus tracking logic.

Sequence Diagram

sequenceDiagram
    participant Admin as Admin (Browser)
    participant Client as Page Component
    participant API as POST /reply
    participant DB as Database
    participant Email as Email Service

    Admin->>Client: Fill reply form & click Send
    Client->>Client: Validate message (non-empty, ≤2000 chars)
    Client->>API: POST { message }
    
    rect rgb(220, 240, 255)
    Note over API: Authorization & Validation
    API->>API: Verify admin auth
    API->>API: Validate message
    end
    
    rect rgb(220, 240, 255)
    Note over API: Fetch & Compose
    API->>DB: Get ticket & user profile
    API->>API: Build email template
    end
    
    rect rgb(220, 240, 255)
    Note over API: Send & Update
    API->>Email: Send templated reply to user
    API->>DB: Update ticket status (open → in_progress)
    end
    
    API-->>Client: Success response
    Client->>Client: Clear reply, show toast
    Client->>DB: Refresh ticket data
    Client->>Admin: Show updated ticket with status change

Loading

Estimated code review effort

🎯 3 (Moderate) | ⏱️ ~25 minutes

• New POST endpoint logic: Carefully review email template generation, admin authentication flow, and status transition conditions (open → in_progress). Verify validation (2000-char limit) is enforced consistently.
• Frontend reply workflow: Verify state management (reply, sending states), character counter accuracy, form disabling during submission, and error handling/toast messaging.
• Existing route refactoring: Confirm admin auth checks are comprehensive in both GET and PATCH. Verify status validation enum is correct and updated_at timestamp is always set. Ensure return shapes align with frontend expectations.
• Database persistence TODO: Note that replies are sent but not yet persisted; clarify whether this is intentional or requires follow-up work.

Poem

🐰 An admin's voice, now swift and clear,
Replies compose, templates near,
With Lucide's Send and character count,
Tickets progress—all resolved in spades amount,
One hop, one click, users cheer! 🎉

✨ Finishing touches

• 📝 Generate docstrings

🧪 Generate unit tests (beta)

• Create PR with unit tests
• Post copyable unit tests in a comment
• Commit unit tests in branch feat/adminsupport

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📜 Recent review details

Configuration used: CodeRabbit UI

Review profile: CHILL

Plan: Pro

📥 Commits

Reviewing files that changed from the base of the PR and between 4a5846f and a8f6d7b.

📒 Files selected for processing (3)

• app/admin/support/[id]/page.tsx (5 hunks)
• app/api/admin/support/tickets/[id]/reply/route.ts (1 hunks)
• app/api/admin/support/tickets/[id]/route.ts (5 hunks)

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