documenso/packages/lib/server-only/user/submit-support-ticket.ts

import { plainClient } from '@documenso/lib/plain/client';
import { prisma } from '@documenso/prisma';

import { AppError, AppErrorCode } from '../../errors/app-error';
import { buildOrganisationWhereQuery } from '../../utils/organisations';
import { getTeamById } from '../team/get-team';

type SubmitSupportTicketOptions = {
  subject: string;
  message: string;
  userId: number;
  organisationId: string;
  teamId?: number | null;
};

export const submitSupportTicket = async ({
  subject,
  message,
  userId,
  organisationId,
  teamId,
}: SubmitSupportTicketOptions) => {
  if (!plainClient) {
    throw new AppError(AppErrorCode.NOT_SETUP, {
      message: 'Support ticket system is not configured',
    });
  }

  const user = await prisma.user.findFirst({
    where: {
      id: userId,
    },
  });

  if (!user) {
    throw new AppError(AppErrorCode.NOT_FOUND, {
      message: 'User not found',
    });
  }

  const organisation = await prisma.organisation.findFirst({
    where: buildOrganisationWhereQuery({
      organisationId,
      userId,
    }),
  });

  if (!organisation) {
    throw new AppError(AppErrorCode.NOT_FOUND, {
      message: 'Organisation not found',
    });
  }

  const team = teamId
    ? await getTeamById({
        userId,
        teamId,
      })
    : null;

  // Ensure the customer exists in Plain before creating a thread
  const plainCustomer = await plainClient.upsertCustomer({
    identifier: {
      emailAddress: user.email,
    },
    onCreate: {
      // If the user doesn't have a name, default to their email
      fullName: user.name || user.email,
      email: {
        email: user.email,
        isVerified: !!user.emailVerified,
      },
    },
    // No need to update the customer if it already exists
    onUpdate: {},
  });

  if (plainCustomer.error) {
    throw new AppError(AppErrorCode.UNKNOWN_ERROR, {
      message: `Failed to create customer in support system: ${plainCustomer.error.message}`,
    });
  }

  const customMessage = `
Organisation: ${organisation.name} (${organisation.id})
Team: ${team ? `${team.name} (${team.id})` : 'No team provided'}

${message}`;

  const res = await plainClient.createThread({
    title: subject,
    customerIdentifier: { customerId: plainCustomer.data.customer.id },
    components: [{ componentText: { text: customMessage } }],
  });

  if (res.error) {
    throw new AppError(AppErrorCode.UNKNOWN_ERROR, {
      message: `Failed to create support ticket: ${res.error.message}`,
    });
  }

  return res;
};