Support org

src/app/api/support/tickets/route.ts

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+import { NextRequest, NextResponse } from "next/server";
+import { z } from "zod";
+import { getSessionUser } from "@/lib/session";
+import {
+  createSupportTicket,
+  listSupportTicketsForUser,
+  listAllSupportTickets,
+} from "@/lib/db";
+import {
+  sendSupportTicketCreatedEmail,
+  sendSupportAdminNotificationEmail,
+} from "@/lib/email";
+import { safeError } from "@/lib/errors";
+
+/**
+ * Support tickets API (Feature 5).
+ *
+ * Visibility: tickets are scoped strictly per-user (zitadel_user_id).
+ * Coworkers in the same org cannot see each other's tickets — this
+ * is the team's design choice for privacy. Platform admins see
+ * everything (the admin queue lives at the same UI but pulls from
+ * a different list).
+ *
+ * GET — for platform users, returns all tickets across all users.
+ * For everyone else, returns only the caller's own tickets. The
+ * client decides the rendering based on user role; we just return
+ * the right list.
+ *
+ * POST — creates a ticket, sends a confirmation email to the
+ * customer and a notification email to the admin distribution list.
+ */
+
+const createSchema = z.object({
+  title: z.string().trim().min(3, "required").max(200),
+  description: z.string().trim().min(10, "required").max(10_000),
+  category: z.enum(["bug", "feature_request", "question", "billing", "other"]),
+});
+
+export async function GET() {
+  const user = await getSessionUser();
+  if (!user) {
+    return NextResponse.json({ error: "Unauthorized" }, { status: 401 });
+  }
+  // Platform admins get the global queue; everyone else sees their
+  // own tickets only. Visibility-by-default-deny: even an org owner
+  // doesn't see their coworkers' tickets, by Feature 5 design.
+  const tickets = user.isPlatform
+    ? await listAllSupportTickets()
+    : await listSupportTicketsForUser(user.id);
+  return NextResponse.json({ tickets });
+}
+
+export async function POST(req: NextRequest) {
+  const user = await getSessionUser();
+  if (!user) {
+    return NextResponse.json({ error: "Unauthorized" }, { status: 401 });
+  }
+  const body = await req.json().catch(() => null);
+  const parsed = createSchema.safeParse(body);
+  if (!parsed.success) {
+    return NextResponse.json(
+      { error: "Invalid input", details: parsed.error.flatten() },
+      { status: 400 }
+    );
+  }
+  try {
+    const ticket = await createSupportTicket({
+      zitadelOrgId: user.orgId,
+      zitadelUserId: user.id,
+      title: parsed.data.title,
+      description: parsed.data.description,
+      category: parsed.data.category,
+      contactName: user.name,
+      contactEmail: user.email,
+    });
+
+    // Fire-and-log email notifications. Both are best-effort;
+    // failure to send doesn't roll back the ticket creation.
+    sendSupportTicketCreatedEmail({
+      to: user.email,
+      contactName: user.name,
+      ticketId: ticket.id,
+      title: ticket.title,
+    }).catch((e) => console.error("ticket created email:", e));
+    sendSupportAdminNotificationEmail({
+      reason: "created",
+      ticketId: ticket.id,
+      title: ticket.title,
+      contactName: user.name,
+      contactEmail: user.email,
+      body: ticket.description,
+      category: ticket.category,
+    }).catch((e) => console.error("admin notification:", e));
+
+    return NextResponse.json({ ticket }, { status: 201 });
+  } catch (e: any) {
+    console.error("Failed to create support ticket:", e);
+    return NextResponse.json(
+      { error: safeError(e, "Failed to create ticket") },
+      { status: 500 }
+    );
+  }
+}