-- +goose Up
-- Internal support center: tickets, threaded messages, in-app notifications.

CREATE TABLE support_tickets (
  id UUID PRIMARY KEY DEFAULT gen_random_uuid(),
  company_id UUID NOT NULL REFERENCES companies(id) ON DELETE CASCADE,
  created_by_user_id UUID NOT NULL REFERENCES users(id) ON DELETE CASCADE,
  subject TEXT NOT NULL,
  category TEXT NOT NULL DEFAULT 'other'
    CHECK (category IN ('billing', 'bug', 'account', 'other')),
  status TEXT NOT NULL DEFAULT 'open'
    CHECK (status IN ('open', 'pending', 'resolved', 'closed')),
  priority TEXT NOT NULL DEFAULT 'normal'
    CHECK (priority IN ('low', 'normal', 'high')),
  assignee_admin_user_id UUID REFERENCES users(id) ON DELETE SET NULL,
  last_message_at TIMESTAMPTZ,
  last_customer_message_at TIMESTAMPTZ,
  last_agent_message_at TIMESTAMPTZ,
  resolved_at TIMESTAMPTZ,
  closed_at TIMESTAMPTZ,
  created_at TIMESTAMPTZ NOT NULL DEFAULT now(),
  updated_at TIMESTAMPTZ NOT NULL DEFAULT now()
);

CREATE INDEX support_tickets_admin_queue_idx
  ON support_tickets (status, last_message_at DESC NULLS LAST);
CREATE INDEX support_tickets_company_user_idx
  ON support_tickets (company_id, created_by_user_id, updated_at DESC);
CREATE INDEX support_tickets_company_status_idx
  ON support_tickets (company_id, status);

CREATE TABLE support_messages (
  id UUID PRIMARY KEY DEFAULT gen_random_uuid(),
  ticket_id UUID NOT NULL REFERENCES support_tickets(id) ON DELETE CASCADE,
  company_id UUID NOT NULL REFERENCES companies(id) ON DELETE CASCADE,
  author_user_id UUID REFERENCES users(id) ON DELETE SET NULL,
  author_role TEXT NOT NULL
    CHECK (author_role IN ('user', 'agent', 'system')),
  body TEXT NOT NULL,
  is_internal_note BOOLEAN NOT NULL DEFAULT false,
  created_at TIMESTAMPTZ NOT NULL DEFAULT now()
);

CREATE INDEX support_messages_ticket_idx
  ON support_messages (ticket_id, created_at ASC);

CREATE TABLE support_notifications (
  id UUID PRIMARY KEY DEFAULT gen_random_uuid(),
  user_id UUID NOT NULL REFERENCES users(id) ON DELETE CASCADE,
  ticket_id UUID NOT NULL REFERENCES support_tickets(id) ON DELETE CASCADE,
  message_id UUID REFERENCES support_messages(id) ON DELETE SET NULL,
  kind TEXT NOT NULL
    CHECK (kind IN ('ticket_created', 'agent_reply', 'status_changed', 'user_reply')),
  read_at TIMESTAMPTZ,
  created_at TIMESTAMPTZ NOT NULL DEFAULT now()
);

CREATE INDEX support_notifications_user_unread_idx
  ON support_notifications (user_id, read_at, created_at DESC);
CREATE INDEX support_notifications_user_created_idx
  ON support_notifications (user_id, created_at DESC);

-- +goose Down
DROP INDEX IF EXISTS support_notifications_user_created_idx;
DROP INDEX IF EXISTS support_notifications_user_unread_idx;
DROP TABLE IF EXISTS support_notifications;
DROP INDEX IF EXISTS support_messages_ticket_idx;
DROP TABLE IF EXISTS support_messages;
DROP INDEX IF EXISTS support_tickets_company_status_idx;
DROP INDEX IF EXISTS support_tickets_company_user_idx;
DROP INDEX IF EXISTS support_tickets_admin_queue_idx;
DROP TABLE IF EXISTS support_tickets;