{ "$schema": "https://ui.shadcn.com/schema/registry-item.json", "name": "tickets-1", "title": "Tickets 1: support ticket", "author": "Ballmac ", "description": "One support ticket as an agent sees it: replies and private notes, a reply timer, a composer that switches between Reply and Internal note with canned replies, and a side panel for the customer, assignee, status and priority.", "dependencies": [ "lucide-react" ], "registryDependencies": [ "utils", "https://ui.ballmac.com/r/button.json", "https://ui.ballmac.com/r/cover-art.json", "https://ui.ballmac.com/r/select.json", "https://ui.ballmac.com/r/skeleton.json", "https://ui.ballmac.com/r/state-view.json", "https://ui.ballmac.com/r/textarea.json" ], "files": [ { "path": "registry/ballmac/components/blocks/tickets-1/tickets-1.tsx", "content": "// Ballmac UI: Tickets 1. https://ui.ballmac.com/blocks/tickets-1\n\"use client\"\n\nimport * as React from \"react\"\nimport { CircleAlert, Clock, Loader2, Lock, Mail, MapPin, RotateCw, Send, Sparkles, TicketX } from \"lucide-react\"\n\nimport { Button } from \"@/components/ballmac/button\"\nimport { CoverArt } from \"@/components/ballmac/cover-art\"\nimport { Select, SelectContent, SelectItem, SelectTrigger, SelectValue } from \"@/components/ballmac/select\"\nimport { Skeleton } from \"@/components/ballmac/skeleton\"\nimport { frameProps, StateView, type StateProps } from \"@/components/ballmac/state-view\"\nimport { Textarea } from \"@/components/ballmac/textarea\"\nimport { cn } from \"@/lib/utils\"\n\ntype Tickets1Status = \"open\" | \"pending\" | \"solved\"\ntype Tickets1Priority = \"low\" | \"normal\" | \"high\" | \"urgent\"\n\ntype Tickets1Message = {\n id: string\n from: \"customer\" | \"agent\" | \"note\"\n author: string\n /** \"Today, 09:42\", already written for people. */\n time: string\n body: string\n}\n\ntype Tickets1Ticket = {\n id: string\n number: string\n subject: string\n status: Tickets1Status\n priority: Tickets1Priority\n assignee: string\n tags?: string[]\n /** ISO date and time in UTC by which the next reply is due. */\n replyDueAt?: string\n requester: { name: string; email: string; plan?: string; location?: string; since?: string }\n messages: Tickets1Message[]\n}\n\ntype Tickets1Props = Omit, \"title\"> &\n StateProps & {\n ticket?: Tickets1Ticket\n agents?: string[]\n cannedReplies?: { id: string; title: string; body: string }[]\n /** An ISO date and time in UTC for \"now\", used for the reply timer. The block never reads the clock. */\n now?: string\n /** Name shown on messages you send. */\n me?: string\n /** Called to send a reply or a note. Return a promise; reject and the message stays with Retry. */\n onSend?: (message: { kind: \"reply\" | \"note\"; body: string }) => void | Promise\n onStatusChange?: (status: Tickets1Status) => void\n onPriorityChange?: (priority: Tickets1Priority) => void\n onAssign?: (agent: string) => void\n }\n\nconst sample: Tickets1Ticket = {\n id: \"t1\",\n number: \"T-48213\",\n subject: \"I was charged twice for my October invoice\",\n status: \"open\",\n priority: \"high\",\n assignee: \"Sam Okafor\",\n tags: [\"billing\", \"refund\"],\n replyDueAt: \"2026-10-18T11:30:00Z\",\n requester: { name: \"Hannah Brooks\", email: \"hannah@brooks.studio\", plan: \"Team · yearly\", location: \"London\", since: \"Customer since March 2024\" },\n messages: [\n { id: \"m1\", from: \"customer\", author: \"Hannah Brooks\", time: \"Today, 09:12\", body: \"Hi, I just noticed two charges of $1,440 for October on my card, on the 1st and on the 3rd. I only have one subscription. Could you check and refund the extra one? Thank you.\" },\n { id: \"m2\", from: \"note\", author: \"Sam Okafor\", time: \"Today, 09:31\", body: \"Checked Stripe: the second charge is a retry after a webhook timeout on our side. Confirmed duplicate, safe to refund in full.\" },\n { id: \"m3\", from: \"agent\", author: \"Sam Okafor\", time: \"Today, 09:38\", body: \"Hi Hannah, thank you for flagging it, and I am sorry for the trouble. You are right: the second charge was a duplicate on our side. I have started a full refund of $1,440. It usually shows on your card in 3 to 5 working days.\" },\n { id: \"m4\", from: \"customer\", author: \"Hannah Brooks\", time: \"Today, 10:20\", body: \"Thanks Sam, that was quick. Can you send me a receipt for the refund for our accountant?\" },\n ],\n}\n\nconst canned = [\n { id: \"c1\", title: \"Refund started\", body: \"I have started a full refund. It usually shows on your card in 3 to 5 working days, and you will get an email when it is sent.\" },\n { id: \"c2\", title: \"Need more details\", body: \"Thanks for writing in. To look into this, could you share a screenshot or the exact time it happened?\" },\n { id: \"c3\", title: \"Closing the loop\", body: \"I will mark this as solved for now. If anything is still off, just reply here and it will reopen.\" },\n]\n\nconst statusMeta: Record = {\n open: { label: \"Open\", dot: \"bg-chart-1\" },\n pending: { label: \"Waiting on customer\", dot: \"bg-amber-400\" },\n solved: { label: \"Solved\", dot: \"bg-chart-2\" },\n}\nconst priorityMeta: Record = {\n low: { label: \"Low\", tone: \"bg-muted\" },\n normal: { label: \"Normal\", tone: \"bg-muted\" },\n high: { label: \"High\", tone: \"bg-amber-500/15 border-amber-500/40\" },\n urgent: { label: \"Urgent\", tone: \"bg-destructive/10 border-destructive/40\" },\n}\n\nconst left = (ms: number) => {\n const m = Math.round(Math.abs(ms) / 60_000)\n return m >= 60 ? `${Math.floor(m / 60)} h ${m % 60 ? `${m % 60} min` : \"\"}`.trim() : `${m} min`\n}\n\nfunction Skel() {\n return (\n
\n
\n \n {[0, 1, 2].map((i) => (\n \n ))}\n
\n \n
\n )\n}\n\n/**\n * One support ticket as an agent sees it: the conversation with customer messages, replies and private notes (which look different so a note is\n * never sent by mistake), a reply timer that says how long is left or how late you are, a composer that switches between Reply and Internal note\n * with canned replies, and a side panel with the customer, the assignee, status and priority. A message that fails to send stays in the thread with Retry.\n */\nfunction Tickets1({ ticket = sample, agents = [\"Sam Okafor\", \"Mia Laurent\", \"Alex Kim\"], cannedReplies = canned, now = \"2026-10-18T10:42:00Z\", me = \"Sam Okafor\", onSend, onStatusChange, onPriorityChange, onAssign, state = \"ready\", onRetry, emptyState, errorState, className, ...props }: Tickets1Props) {\n const id = React.useId()\n const [messages, setMessages] = React.useState<(Tickets1Message & { pending?: boolean; failed?: boolean; kind?: \"reply\" | \"note\" })[]>(ticket.messages)\n const [kind, setKind] = React.useState<\"reply\" | \"note\">(\"reply\")\n const [draft, setDraft] = React.useState(\"\")\n const [status, setStatus] = React.useState(ticket.status)\n const [priority, setPriority] = React.useState(ticket.priority)\n const [assignee, setAssignee] = React.useState(ticket.assignee)\n const endRef = React.useRef(null)\n const empty = state === \"empty\"\n\n const due = ticket.replyDueAt ? Date.parse(ticket.replyDueAt) - Date.parse(now) : null\n const lastFromCustomer = [...messages].reverse().find((m) => m.from !== \"note\")?.from === \"customer\"\n const timer = due === null || status === \"solved\" || !lastFromCustomer ? null : due >= 0 ? { late: false, text: `Reply due in ${left(due)}`, warn: due < 3_600_000 } : { late: true, text: `Reply is ${left(due)} late`, warn: true }\n\n async function deliver(m: Tickets1Message & { kind: \"reply\" | \"note\" }) {\n try {\n await onSend?.({ kind: m.kind, body: m.body })\n setMessages((ms) => ms.map((x) => (x.id === m.id ? { ...x, pending: false, failed: false } : x)))\n if (m.kind === \"reply\") {\n setStatus(\"pending\")\n onStatusChange?.(\"pending\")\n }\n } catch {\n setMessages((ms) => ms.map((x) => (x.id === m.id ? { ...x, pending: false, failed: true } : x)))\n }\n }\n function send() {\n const body = draft.trim()\n if (!body) return\n const m = { id: `n${Date.now()}`, from: (kind === \"note\" ? \"note\" : \"agent\") as \"note\" | \"agent\", author: me, time: \"Just now\", body, pending: true, kind }\n setMessages((ms) => [...ms, m])\n setDraft(\"\")\n requestAnimationFrame(() => endRef.current?.scrollIntoView({ block: \"nearest\" }))\n void deliver(m)\n }\n function retry(m: (typeof messages)[number]) {\n setMessages((ms) => ms.map((x) => (x.id === m.id ? { ...x, pending: true, failed: false } : x)))\n void deliver({ ...m, kind: m.kind ?? (m.from === \"note\" ? \"note\" : \"reply\") })\n }\n\n const content = empty ? (\n
\n \n \n \n

{emptyState?.title ?? \"This ticket is not here\"}

\n

{emptyState?.description ?? \"It may have been merged or deleted. Go back to the list to find it.\"}

\n {emptyState?.action}\n
\n ) : (\n
\n
\n
\n

Ticket {ticket.number}

\n

\n {ticket.subject}\n

\n
\n \n \n {statusMeta[status].label}\n \n {priorityMeta[priority].label} priority\n {timer ? (\n \n {timer.late ? : }\n {timer.text}\n \n ) : null}\n
\n
\n\n
    \n {messages.map((m) => {\n const mine = m.from === \"agent\"\n const note = m.from === \"note\"\n return (\n
  1. \n \n \n {m.author.split(\" \").map((w) => w[0]).join(\"\").slice(0, 2)}\n \n
    \n

    \n {m.author}\n {note ? (\n \n \n Internal note, only your team sees this\n \n ) : null}\n {m.time}\n

    \n

    {m.body}

    \n {m.pending ? (\n

    \n \n Sending\n

    \n ) : null}\n {m.failed ? (\n

    \n \n Not sent.\n \n

    \n ) : null}\n
    \n
    2. \n )\n })}\n
  2. \n
\n\n {\n e.preventDefault()\n send()\n }}\n className={cn(\"bg-card mt-5 rounded-2xl border p-3 transition-colors motion-reduce:transition-none\", kind === \"note\" && \"border-amber-500/50 bg-amber-500/5\")}\n >\n
\n
\n {([\"reply\", \"note\"] as const).map((k) => (\n \n ))}\n
\n \n
\n