//! Support ticket submission from the user dashboard.

use axum::{
    extract::State,
    response::{Html, IntoResponse, Response},
    Form,
};
use serde::Deserialize;

use crate::{
    auth::AuthUser,
    error::Result,
    templates::FormStatusTemplate,
    AppState,
};

/// Form input for submitting a support ticket.
#[derive(Debug, Deserialize)]
pub struct SupportTicketForm {
    pub subject: String,
    pub message: String,
    pub category: String,
}

/// Submit a support ticket. Creates a WAM ticket and sends a confirmation email.
#[tracing::instrument(skip_all, name = "users::submit_support_ticket")]
pub(in crate::routes::api) async fn submit_support_ticket(
    State(state): State<AppState>,
    AuthUser(user): AuthUser,
    Form(form): Form<SupportTicketForm>,
) -> Result<Response> {
    user.check_not_sandbox()?;
    let subject = form.subject.trim();
    let message = form.message.trim();
    let category = form.category.trim();

    if subject.is_empty() || subject.len() > 200 {
        return Ok(Html(FormStatusTemplate {
            success: false,
            message: "Subject must be between 1 and 200 characters.".to_string(),
        }.render_string()).into_response());
    }

    if message.is_empty() || message.len() > 5000 {
        return Ok(Html(FormStatusTemplate {
            success: false,
            message: "Message must be between 1 and 5000 characters.".to_string(),
        }.render_string()).into_response());
    }

    let valid_categories = ["bug", "billing", "account", "content", "security", "other"];
    if !valid_categories.contains(&category) {
        return Ok(Html(FormStatusTemplate {
            success: false,
            message: "Please select a valid category.".to_string(),
        }.render_string()).into_response());
    }

    // Build ticket body
    let body = format!(
        "From: {} ({})\nCategory: {}\n\n{}",
        user.username, user.email, category, message
    );

    // Create WAM ticket for triage
    if let Some(ref wam) = state.wam {
        let title = format!("[support] {}", subject);
        wam.create_ticket(
            &title,
            Some(&body),
            "medium",
            "support-ticket",
            Some(&user.id.to_string()),
        ).await;
    }

    // Send confirmation email to the user
    let confirmation = format!(
        r#"Hi {},

We received your support request:

Subject: {}
Category: {}

{}

We'll get back to you as soon as we can. Every response is from a real person.

--
Makenotwork Support"#,
        user.display_name.as_deref().unwrap_or(user.username.as_ref()),
        subject,
        category,
        message,
    );
    if let Err(e) = state.email.send_alert(
        &user.email,
        &format!("We received your request: {}", subject),
        &confirmation,
    ).await {
        tracing::warn!(error = ?e, "failed to send support confirmation email");
    }

    // Send notification email to support
    let support_body = format!(
        "New support ticket from {} ({}):\n\nSubject: {}\nCategory: {}\nUser ID: {}\n\n{}",
        user.username, user.email, subject, category, user.id, message,
    );
    if let Err(e) = state.email.send_alert(
        "info@makenot.work",
        &format!("[support] {}", subject),
        &support_body,
    ).await {
        tracing::warn!(error = ?e, "failed to send support notification email");
    }

    Ok(Html(FormStatusTemplate {
        success: true,
        message: "Your message has been submitted. Check your email for a confirmation. We'll get back to you soon.".to_string(),
    }.render_string()).into_response())
}