feat: scaffold tickets experience

web/prisma/schema.prisma

@@ -0,0 +1,179 @@
+generator client {
+  provider = "prisma-client-js"
+}
+
+datasource db {
+  provider = "postgresql"
+  url      = env("DATABASE_URL")
+}
+
+enum UserRole {
+  ADMIN
+  MANAGER
+  AGENT
+  COLLABORATOR
+  CUSTOMER
+}
+
+enum TicketStatus {
+  NEW
+  OPEN
+  PENDING
+  ON_HOLD
+  RESOLVED
+  CLOSED
+}
+
+enum TicketPriority {
+  LOW
+  MEDIUM
+  HIGH
+  URGENT
+}
+
+enum TicketChannel {
+  EMAIL
+  WHATSAPP
+  CHAT
+  PHONE
+  API
+  MANUAL
+}
+
+enum CommentVisibility {
+  PUBLIC
+  INTERNAL
+}
+
+model Team {
+  id          String       @id @default(cuid())
+  tenantId    String
+  name        String
+  description String?
+  members     TeamMember[]
+  queues      Queue[]
+  createdAt   DateTime     @default(now())
+  updatedAt   DateTime     @updatedAt
+
+  @@index([tenantId, name])
+}
+
+model TeamMember {
+  teamId    String
+  userId    String
+  isLead    Boolean    @default(false)
+  assignedAt DateTime  @default(now())
+
+  team Team @relation(fields: [teamId], references: [id], onDelete: Cascade)
+  user User @relation(fields: [userId], references: [id], onDelete: Cascade)
+
+  @@id([teamId, userId])
+}
+
+model User {
+  id             String            @id @default(cuid())
+  tenantId       String
+  name           String
+  email          String            @unique
+  role           UserRole
+  timezone       String            @default("America/Sao_Paulo")
+  avatarUrl      String?
+  teams          TeamMember[]
+  requestedTickets Ticket[]        @relation("TicketRequester")
+  assignedTickets  Ticket[]        @relation("TicketAssignee")
+  comments       TicketComment[]
+  createdAt      DateTime          @default(now())
+  updatedAt      DateTime          @updatedAt
+
+  @@index([tenantId, role])
+}
+
+model Queue {
+  id        String   @id @default(cuid())
+  tenantId  String
+  name      String
+  slug      String
+  teamId    String?
+  tickets   Ticket[]
+  createdAt DateTime @default(now())
+  updatedAt DateTime @updatedAt
+
+  team Team? @relation(fields: [teamId], references: [id])
+
+  @@unique([tenantId, slug])
+}
+
+model Ticket {
+  id             String         @id @default(cuid())
+  tenantId       String
+  reference      Int            @default(autoincrement())
+  subject        String
+  summary        String?
+  status         TicketStatus   @default(NEW)
+  priority       TicketPriority @default(MEDIUM)
+  channel        TicketChannel  @default(EMAIL)
+  queueId        String?
+  requesterId    String
+  assigneeId     String?
+  slaPolicyId    String?
+  dueAt          DateTime?
+  firstResponseAt DateTime?
+  resolvedAt     DateTime?
+  closedAt       DateTime?
+  createdAt      DateTime       @default(now())
+  updatedAt      DateTime       @updatedAt
+
+  requester User  @relation("TicketRequester", fields: [requesterId], references: [id])
+  assignee  User? @relation("TicketAssignee", fields: [assigneeId], references: [id])
+  queue     Queue? @relation(fields: [queueId], references: [id])
+  events    TicketEvent[]
+  comments  TicketComment[]
+
+  @@index([tenantId, status])
+  @@index([tenantId, queueId])
+  @@index([tenantId, assigneeId])
+}
+
+model TicketEvent {
+  id        String   @id @default(cuid())
+  ticketId  String
+  type      String
+  payload   Json
+  createdAt DateTime @default(now())
+
+  ticket Ticket @relation(fields: [ticketId], references: [id], onDelete: Cascade)
+
+  @@index([ticketId, createdAt])
+}
+
+model TicketComment {
+  id         String            @id @default(cuid())
+  ticketId   String
+  authorId   String
+  visibility CommentVisibility @default(INTERNAL)
+  body       String
+  attachments Json?
+  createdAt  DateTime          @default(now())
+  updatedAt  DateTime          @updatedAt
+
+  ticket Ticket @relation(fields: [ticketId], references: [id], onDelete: Cascade)
+  author User   @relation(fields: [authorId], references: [id])
+
+  @@index([ticketId, visibility])
+}
+
+model SlaPolicy {
+  id        String   @id @default(cuid())
+  tenantId  String
+  name      String
+  description String?
+  timeToFirstResponse Int?
+  timeToResolution    Int?
+  calendar Json?
+  createdAt DateTime @default(now())
+  updatedAt DateTime @updatedAt
+
+  tickets Ticket[]
+
+  @@unique([tenantId, name])
+}