descrybe/apps/api/internal/support/ratings.go

package support

import (
	"context"
	"errors"
	"fmt"
	"log"
	"strconv"
	"time"

	"github.com/google/uuid"
	"github.com/jackc/pgx/v5"
	"github.com/jackc/pgx/v5/pgconn"
)

// SubmitCSAT records a one-time 1–5 rating from the ticket owner.
// Logs ticket_id + score only — never comment, email, or other PII.
func (s *Service) SubmitCSAT(ctx context.Context, companyID, userID, ticketID uuid.UUID, in CSATInput) (CSATRating, error) {
	score, err := normalizeCSATScore(in.Score)
	if err != nil {
		return CSATRating{}, err
	}
	comment, err := normalizeCSATComment(in.Comment)
	if err != nil {
		return CSATRating{}, err
	}

	tx, err := s.Pool.Begin(ctx)
	if err != nil {
		return CSATRating{}, err
	}
	defer func() { _ = tx.Rollback(ctx) }()

	var status string
	var ownerID uuid.UUID
	err = tx.QueryRow(ctx, `
		SELECT status, created_by_user_id
		FROM support_tickets
		WHERE id = $1 AND company_id = $2
		FOR UPDATE`, ticketID, companyID,
	).Scan(&status, &ownerID)
	if errors.Is(err, pgx.ErrNoRows) {
		return CSATRating{}, ErrNotFound
	}
	if err != nil {
		return CSATRating{}, err
	}
	if ownerID != userID {
		return CSATRating{}, ErrNotFound
	}
	if status != "resolved" && status != "closed" {
		return CSATRating{}, ErrCSATNotEligible
	}

	now := time.Now().UTC()
	var out CSATRating
	err = tx.QueryRow(ctx, `
		INSERT INTO support_csat_ratings (ticket_id, company_id, user_id, score, comment, created_at)
		VALUES ($1, $2, $3, $4, $5, $6)
		RETURNING score, comment, created_at`,
		ticketID, companyID, userID, score, comment, now,
	).Scan(&out.Score, &out.Comment, &out.CreatedAt)
	if err != nil {
		var pgErr *pgconn.PgError
		if errors.As(err, &pgErr) && pgErr.Code == "23505" {
			return CSATRating{}, ErrAlreadyRated
		}
		return CSATRating{}, err
	}
	if err := tx.Commit(ctx); err != nil {
		return CSATRating{}, err
	}
	log.Printf("support: csat submitted ticket_id=%s score=%d", ticketID, out.Score)
	return out, nil
}

// AggregateCSAT returns platform-wide CSAT stats for admins (no PII).
func (s *Service) AggregateCSAT(ctx context.Context, from, to *time.Time) (CSATAggregate, error) {
	args := make([]any, 0, 2)
	where := `TRUE`
	if from != nil {
		args = append(args, from.UTC())
		where += fmt.Sprintf(` AND created_at >= $%d`, len(args))
	}
	if to != nil {
		args = append(args, to.UTC())
		where += fmt.Sprintf(` AND created_at < $%d`, len(args))
	}

	var total int64
	var sum float64
	err := s.Pool.QueryRow(ctx, `
		SELECT count(*), COALESCE(sum(score), 0)
		FROM support_csat_ratings
		WHERE `+where, args...).Scan(&total, &sum)
	if err != nil {
		return CSATAggregate{}, err
	}

	dist := map[string]int64{"1": 0, "2": 0, "3": 0, "4": 0, "5": 0}
	rows, err := s.Pool.Query(ctx, `
		SELECT score, count(*)
		FROM support_csat_ratings
		WHERE `+where+`
		GROUP BY score`, args...)
	if err != nil {
		return CSATAggregate{}, err
	}
	defer rows.Close()
	for rows.Next() {
		var score int
		var n int64
		if err := rows.Scan(&score, &n); err != nil {
			return CSATAggregate{}, err
		}
		if score >= 1 && score <= 5 {
			dist[strconv.Itoa(score)] = n
		}
	}
	if err := rows.Err(); err != nil {
		return CSATAggregate{}, err
	}

	avg := 0.0
	if total > 0 {
		avg = sum / float64(total)
	}
	out := CSATAggregate{
		Total:        total,
		Average:      avg,
		Distribution: dist,
	}
	if from != nil {
		t := from.UTC()
		out.From = &t
	}
	if to != nil {
		t := to.UTC()
		out.To = &t
	}
	return out, nil
}

func (s *Service) getCSATByTicket(ctx context.Context, ticketID uuid.UUID) (*CSATRating, error) {
	var out CSATRating
	err := s.Pool.QueryRow(ctx, `
		SELECT score, comment, created_at
		FROM support_csat_ratings
		WHERE ticket_id = $1`, ticketID,
	).Scan(&out.Score, &out.Comment, &out.CreatedAt)
	if errors.Is(err, pgx.ErrNoRows) {
		return nil, nil
	}
	if err != nil {
		return nil, err
	}
	return &out, nil
}

func (s *Service) attachCSAT(ctx context.Context, t *Ticket, forCustomer bool) error {
	rating, err := s.getCSATByTicket(ctx, t.ID)
	if err != nil {
		if IsMissingRelation(err) {
			return nil
		}
		return err
	}
	if rating != nil {
		t.CSAT = rating
		t.CSATEligible = false
		return nil
	}
	if forCustomer {
		t.CSATEligible = t.Status == "resolved" || t.Status == "closed"
	}
	return nil
}