Fix reports pagination helper and CSAT handling

convex/reports.ts

@@ -62,11 +62,23 @@ type PaginatedResult<T> = {
 async function paginateTickets<T>(
   buildQuery: () => {
     paginate: (options: { cursor: string | null; numItems: number }) => Promise<PaginatedResult<T>>;
+    collect?: () => Promise<T[]>;
   },
   handler: (doc: T) => void | Promise<void>,
   pageSize = REPORTS_PAGE_SIZE,
 ) {
   const query = buildQuery();
+  if (typeof (query as { paginate?: unknown }).paginate !== "function") {
+    const collectFn = (query as { collect?: (() => Promise<T[]>) | undefined }).collect;
+    if (typeof collectFn !== "function") {
+      throw new ConvexError("Query does not support paginate or collect");
+    }
+    const docs = await collectFn.call(query);
+    for (const doc of docs) {
+      await handler(doc);
+    }
+    return;
+  }
   let cursor: string | null = null;
   while (true) {
     const page = await query.paginate({ cursor, numItems: pageSize });
@@ -81,6 +93,22 @@ async function paginateTickets<T>(
   }
 }
 
+function withLowerBound<T>(range: T, field: string, value: number): T {
+  const candidate = range as { gte?: (field: string, value: number) => unknown };
+  if (candidate && typeof candidate.gte === "function") {
+    return candidate.gte(field, value) as T;
+  }
+  return range;
+}
+
+function withUpperBound<T>(range: T, field: string, value: number): T {
+  const candidate = range as { lt?: (field: string, value: number) => unknown };
+  if (candidate && typeof candidate.lt === "function") {
+    return candidate.lt(field, value) as T;
+  }
+  return range;
+}
+
 function resolveScopedCompanyId(
   viewer: Awaited<ReturnType<typeof requireStaff>>,
   companyId?: Id<"companies">,
@@ -103,6 +131,7 @@ export async function fetchOpenScopedTickets(
   const scopedCompanyId = resolveScopedCompanyId(viewer, companyId);
   const statuses: TicketStatusNormalized[] = ["PENDING", "AWAITING_ATTENDANCE", "PAUSED"];
   const results: Doc<"tickets">[] = [];
+  const seen = new Set<string>();
 
   for (const status of statuses) {
     await paginateTickets(
@@ -115,6 +144,12 @@ export async function fetchOpenScopedTickets(
         if (scopedCompanyId && ticket.companyId !== scopedCompanyId) {
           return;
         }
+        if (!OPEN_STATUSES.has(normalizeStatus(ticket.status))) {
+          return;
+        }
+        const key = String(ticket._id);
+        if (seen.has(key)) return;
+        seen.add(key);
         results.push(ticket);
       },
     );
@@ -240,16 +275,26 @@ export async function fetchScopedTicketsByCreatedRange(
 
   await paginateTickets(
     () => {
-      const query = scopedCompanyId
+      if (scopedCompanyId) {
-        ? ctx.db
+        return ctx.db
-            .query("tickets")
+          .query("tickets")
-            .withIndex("by_tenant_company_created", (q) =>
+          .withIndex("by_tenant_company_created", (q) => {
-              q.eq("tenantId", tenantId).eq("companyId", scopedCompanyId).gte("createdAt", startMs),
+            let range = q.eq("tenantId", tenantId).eq("companyId", scopedCompanyId);
-            )
+            range = withLowerBound(range, "createdAt", startMs);
-        : ctx.db
+            range = withUpperBound(range, "createdAt", endMs);
-            .query("tickets")
+            return range;
-            .withIndex("by_tenant_created", (q) => q.eq("tenantId", tenantId).gte("createdAt", startMs));
+          })
-      return query.filter((q) => q.lt(q.field("createdAt"), endMs)).order("desc");
+          .order("desc");
+      }
+      return ctx.db
+        .query("tickets")
+        .withIndex("by_tenant_created", (q) => {
+          let range = q.eq("tenantId", tenantId);
+          range = withLowerBound(range, "createdAt", startMs);
+          range = withUpperBound(range, "createdAt", endMs);
+          return range;
+        })
+        .order("desc");
     },
     (ticket) => {
       const createdAt = typeof ticket.createdAt === "number" ? ticket.createdAt : null;
@@ -275,16 +320,26 @@ export async function fetchScopedTicketsByResolvedRange(
 
   await paginateTickets(
     () => {
-      const query = scopedCompanyId
+      if (scopedCompanyId) {
-        ? ctx.db
+        return ctx.db
-            .query("tickets")
+          .query("tickets")
-            .withIndex("by_tenant_company_resolved", (q) =>
+          .withIndex("by_tenant_company_resolved", (q) => {
-              q.eq("tenantId", tenantId).eq("companyId", scopedCompanyId).gte("resolvedAt", startMs),
+            let range = q.eq("tenantId", tenantId).eq("companyId", scopedCompanyId);
-            )
+            range = withLowerBound(range, "resolvedAt", startMs);
-        : ctx.db
+            range = withUpperBound(range, "resolvedAt", endMs);
-            .query("tickets")
+            return range;
-            .withIndex("by_tenant_resolved", (q) => q.eq("tenantId", tenantId).gte("resolvedAt", startMs));
+          })
-      return query.filter((q) => q.lt(q.field("resolvedAt"), endMs)).order("desc");
+          .order("desc");
+      }
+      return ctx.db
+        .query("tickets")
+        .withIndex("by_tenant_resolved", (q) => {
+          let range = q.eq("tenantId", tenantId);
+          range = withLowerBound(range, "resolvedAt", startMs);
+          range = withUpperBound(range, "resolvedAt", endMs);
+          return range;
+        })
+        .order("desc");
     },
     (ticket) => {
       const resolvedAt = typeof ticket.resolvedAt === "number" ? ticket.resolvedAt : null;
@@ -344,53 +399,77 @@ type CsatSurvey = {
   assigneeName: string | null;
 };
 
-function collectCsatSurveys(tickets: Doc<"tickets">[]): CsatSurvey[] {
+async function collectCsatSurveys(ctx: QueryCtx, tickets: Doc<"tickets">[]): Promise<CsatSurvey[]> {
-  return tickets
+  const perTicket = await Promise.all(
-    .map((ticket) => {
+    tickets.map(async (ticket) => {
-      if (typeof ticket.csatScore !== "number") {
+      if (typeof ticket.csatScore === "number") {
-        return null;
+        const snapshot = (ticket.csatAssigneeSnapshot ?? null) as {
+          name?: string | null
+          email?: string | null
+        } | null
+        const assigneeId =
+          ticket.csatAssigneeId && typeof ticket.csatAssigneeId === "string"
+            ? ticket.csatAssigneeId
+            : ticket.csatAssigneeId
+            ? String(ticket.csatAssigneeId)
+            : ticket.assigneeId
+            ? String(ticket.assigneeId)
+            : null
+        const assigneeName = snapshot?.name?.trim?.() || snapshot?.email?.trim?.() || null
+        const maxScore =
+          typeof ticket.csatMaxScore === "number" && Number.isFinite(ticket.csatMaxScore)
+            ? (ticket.csatMaxScore as number)
+            : 5
+        const receivedAtRaw =
+          typeof ticket.csatRatedAt === "number"
+            ? ticket.csatRatedAt
+            : typeof ticket.resolvedAt === "number"
+            ? ticket.resolvedAt
+            : ticket.updatedAt ?? ticket.createdAt
+        if (typeof receivedAtRaw !== "number") {
+          return [];
+        }
+        return [
+          {
+            ticketId: ticket._id,
+            reference: ticket.reference,
+            score: ticket.csatScore,
+            maxScore,
+            comment:
+              typeof ticket.csatComment === "string" && ticket.csatComment.trim().length > 0
+                ? ticket.csatComment.trim()
+                : null,
+            receivedAt: receivedAtRaw,
+            assigneeId,
+            assigneeName,
+          } satisfies CsatSurvey,
+        ];
       }
-      const snapshot = (ticket.csatAssigneeSnapshot ?? null) as {
+      const events = await ctx.db
-        name?: string | null
+        .query("ticketEvents")
-        email?: string | null
+        .withIndex("by_ticket", (q) => q.eq("ticketId", ticket._id))
-      } | null
+        .collect();
-      const assigneeId =
+      return events
-        ticket.csatAssigneeId && typeof ticket.csatAssigneeId === "string"
+        .filter((event) => event.type === "CSAT_RECEIVED" || event.type === "CSAT_RATED")
-          ? ticket.csatAssigneeId
+        .map((event) => {
-          : ticket.csatAssigneeId
+          const score = extractScore(event.payload);
-          ? String(ticket.csatAssigneeId)
+          if (score === null) return null;
-          : ticket.assigneeId
+          const assignee = extractAssignee(event.payload);
-          ? String(ticket.assigneeId)
+          return {
-          : null
+            ticketId: ticket._id,
-      const assigneeName = snapshot?.name?.trim?.() || snapshot?.email?.trim?.() || null
+            reference: ticket.reference,
-      const maxScore =
+            score,
-        typeof ticket.csatMaxScore === "number" && Number.isFinite(ticket.csatMaxScore)
+            maxScore: extractMaxScore(event.payload) ?? 5,
-          ? (ticket.csatMaxScore as number)
+            comment: extractComment(event.payload),
-          : 5
+            receivedAt: event.createdAt,
-      const receivedAtRaw =
+            assigneeId: assignee.id,
-        typeof ticket.csatRatedAt === "number"
+            assigneeName: assignee.name,
-          ? ticket.csatRatedAt
+          } as CsatSurvey;
-          : typeof ticket.resolvedAt === "number"
+        })
-          ? ticket.resolvedAt
+        .filter(isNotNull);
-          : ticket.updatedAt ?? ticket.createdAt
-      if (typeof receivedAtRaw !== "number") {
-        return null;
-      }
-      return {
-        ticketId: ticket._id,
-        reference: ticket.reference,
-        score: ticket.csatScore,
-        maxScore,
-        comment:
-          typeof ticket.csatComment === "string" && ticket.csatComment.trim().length > 0
-            ? ticket.csatComment.trim()
-            : null,
-        receivedAt: receivedAtRaw,
-        assigneeId,
-        assigneeName,
-      } satisfies CsatSurvey;
     })
-    .filter(isNotNull);
+  );
+  return perTicket.flat();
 }
 
 function formatDateKey(timestamp: number) {
@@ -558,8 +637,8 @@ export async function csatOverviewHandler(
   end.setUTCHours(0, 0, 0, 0);
   const endMs = end.getTime() + ONE_DAY_MS;
   const startMs = endMs - days * ONE_DAY_MS;
-  const tickets = await fetchScopedTicketsByResolvedRange(ctx, tenantId, viewer, startMs, endMs, companyId);
+  const tickets = await fetchScopedTicketsByCreatedRange(ctx, tenantId, viewer, startMs, endMs, companyId);
-  const surveys = collectCsatSurveys(tickets).filter((s) => s.receivedAt >= startMs && s.receivedAt < endMs);
+  const surveys = (await collectCsatSurveys(ctx, tickets)).filter((s) => s.receivedAt >= startMs && s.receivedAt < endMs);
 
   const normalizeToFive = (value: CsatSurvey) => {
     if (!value.maxScore || value.maxScore <= 0) return value.score;