// Helpdesk — A support desk: tickets, messages, agents, customers, SLAs — the state-machine one.
// sondahub (https://sondahub.com): served over gRPC-Web and Connect at https://api.sondahub.com/grpc.
// Writes are simulated: answered as a real server would, kept only in the x-sondahub-session token you send back.

syntax = "proto3";

package sondahub.helpdesk.v1;

import "google/protobuf/struct.proto";

service HelpdeskService {
  // A page of teams: page, limit, sort, q and filter (field → value, with the REST operator suffixes: price_lt → 20).
  rpc ListTeams(ListTeamsRequest) returns (ListTeamsResponse);
  // One team by id.
  rpc GetTeam(GetTeamRequest) returns (Team);
  // Create a team (simulated, kept in your session token). id and the timestamps are set by the server.
  rpc CreateTeam(Team) returns (Team);
  // Change the fields set in team (simulated).
  rpc UpdateTeam(UpdateTeamRequest) returns (Team);
  // Delete one (simulated); answers what was removed.
  rpc DeleteTeam(DeleteTeamRequest) returns (Team);
  // A page of agents: page, limit, sort, q and filter (field → value, with the REST operator suffixes: price_lt → 20).
  rpc ListAgents(ListAgentsRequest) returns (ListAgentsResponse);
  // One agent by id.
  rpc GetAgent(GetAgentRequest) returns (Agent);
  // Create a agent (simulated, kept in your session token). id and the timestamps are set by the server.
  rpc CreateAgent(Agent) returns (Agent);
  // Change the fields set in agent (simulated).
  rpc UpdateAgent(UpdateAgentRequest) returns (Agent);
  // Delete one (simulated); answers what was removed.
  rpc DeleteAgent(DeleteAgentRequest) returns (Agent);
  // A page of customers: page, limit, sort, q and filter (field → value, with the REST operator suffixes: price_lt → 20).
  rpc ListCustomers(ListCustomersRequest) returns (ListCustomersResponse);
  // One customer by id.
  rpc GetCustomer(GetCustomerRequest) returns (Customer);
  // Create a customer (simulated, kept in your session token). id and the timestamps are set by the server.
  rpc CreateCustomer(Customer) returns (Customer);
  // Change the fields set in customer (simulated).
  rpc UpdateCustomer(UpdateCustomerRequest) returns (Customer);
  // Delete one (simulated); answers what was removed.
  rpc DeleteCustomer(DeleteCustomerRequest) returns (Customer);
  // A page of tickets: page, limit, sort, q and filter (field → value, with the REST operator suffixes: price_lt → 20).
  rpc ListTickets(ListTicketsRequest) returns (ListTicketsResponse);
  // One ticket by id.
  rpc GetTicket(GetTicketRequest) returns (Ticket);
  // Create a ticket (simulated, kept in your session token). id and the timestamps are set by the server.
  rpc CreateTicket(Ticket) returns (Ticket);
  // Change the fields set in ticket (simulated).
  rpc UpdateTicket(UpdateTicketRequest) returns (Ticket);
  // Delete one (simulated); answers what was removed.
  rpc DeleteTicket(DeleteTicketRequest) returns (Ticket);
  // A page of messages: page, limit, sort, q and filter (field → value, with the REST operator suffixes: price_lt → 20).
  rpc ListMessages(ListMessagesRequest) returns (ListMessagesResponse);
  // One message by id.
  rpc GetMessage(GetMessageRequest) returns (Message);
  // Create a message (simulated, kept in your session token). id and the timestamps are set by the server.
  rpc CreateMessage(Message) returns (Message);
  // Change the fields set in message (simulated).
  rpc UpdateMessage(UpdateMessageRequest) returns (Message);
  // Delete one (simulated); answers what was removed.
  rpc DeleteMessage(DeleteMessageRequest) returns (Message);
  // The API's live activity as a server stream, each topic at its own pace: tickets (every 5 s), messages (every 4 s). max_events ends the stream (default 10, at most 120).
  rpc Watch(WatchRequest) returns (stream Event);
}

message Team {
  // Assigned by the server. Seed records keep their ids across restarts; records you create continue after the seed.
  int64 id = 1;
  // When the record was created (ISO 8601, UTC).
  optional string created_at = 2;
  // When the record last changed.
  optional string updated_at = 3;
  optional string name = 4;
  optional string slug = 5;
  optional string timezone = 6;
  optional string hours = 7;
}

message ListTeamsRequest {
  int32 page = 1;
  int32 limit = 2;
  string sort = 3;
  string q = 4;
  map<string, string> filter = 5;
}

message ListTeamsResponse {
  repeated Team data = 1;
  int32 page = 2;
  int32 limit = 3;
  int32 total = 4;
  int32 pages = 5;
}

message UpdateTeamRequest {
  int64 id = 1;
  Team team = 2;
}

message GetTeamRequest {
  int64 id = 1;
}

message DeleteTeamRequest {
  int64 id = 1;
}

message Agent {
  // Assigned by the server. Seed records keep their ids across restarts; records you create continue after the seed.
  int64 id = 1;
  // When the record was created (ISO 8601, UTC).
  optional string created_at = 2;
  // When the record last changed.
  optional string updated_at = 3;
  optional string name = 4;
  optional string email = 5;
  optional int64 team_id = 6;
  optional string role = 7;
  optional string status = 8;
  google.protobuf.Value skills = 9;
  optional int64 open_tickets = 10;
  optional double rating = 11;
}

message ListAgentsRequest {
  int32 page = 1;
  int32 limit = 2;
  string sort = 3;
  string q = 4;
  map<string, string> filter = 5;
}

message ListAgentsResponse {
  repeated Agent data = 1;
  int32 page = 2;
  int32 limit = 3;
  int32 total = 4;
  int32 pages = 5;
}

message UpdateAgentRequest {
  int64 id = 1;
  Agent agent = 2;
}

message GetAgentRequest {
  int64 id = 1;
}

message DeleteAgentRequest {
  int64 id = 1;
}

message Customer {
  // Assigned by the server. Seed records keep their ids across restarts; records you create continue after the seed.
  int64 id = 1;
  // When the record was created (ISO 8601, UTC).
  optional string created_at = 2;
  // When the record last changed.
  optional string updated_at = 3;
  optional string name = 4;
  optional string domain = 5;
  optional string plan = 6;
  optional string contact_name = 7;
  optional string contact_email = 8;
  // First response target, hours.
  optional int64 sla_hours = 9;
  optional int64 open_tickets = 10;
  // Average CSAT, 1–5.
  optional double satisfaction = 11;
}

message ListCustomersRequest {
  int32 page = 1;
  int32 limit = 2;
  string sort = 3;
  string q = 4;
  map<string, string> filter = 5;
}

message ListCustomersResponse {
  repeated Customer data = 1;
  int32 page = 2;
  int32 limit = 3;
  int32 total = 4;
  int32 pages = 5;
}

message UpdateCustomerRequest {
  int64 id = 1;
  Customer customer = 2;
}

message GetCustomerRequest {
  int64 id = 1;
}

message DeleteCustomerRequest {
  int64 id = 1;
}

message Ticket {
  // Assigned by the server. Seed records keep their ids across restarts; records you create continue after the seed.
  int64 id = 1;
  // When the record was created (ISO 8601, UTC).
  optional string created_at = 2;
  // When the record last changed.
  optional string updated_at = 3;
  optional string number = 4;
  optional string subject = 5;
  optional string description = 6;
  optional string status = 7;
  optional string priority = 8;
  optional string category = 9;
  optional string channel = 10;
  optional int64 customer_id = 11;
  optional string requester_email = 12;
  optional int64 assignee_id = 13;
  optional int64 team_id = 14;
  google.protobuf.Value tags = 15;
  optional string first_response_at = 16;
  optional string resolved_at = 17;
  optional string closed_at = 18;
  optional string due_at = 19;
  optional bool sla_breached = 20;
  // CSAT given at close.
  optional int64 satisfaction = 21;
  optional int64 message_count = 22;
}

message ListTicketsRequest {
  int32 page = 1;
  int32 limit = 2;
  string sort = 3;
  string q = 4;
  map<string, string> filter = 5;
}

message ListTicketsResponse {
  repeated Ticket data = 1;
  int32 page = 2;
  int32 limit = 3;
  int32 total = 4;
  int32 pages = 5;
}

message UpdateTicketRequest {
  int64 id = 1;
  Ticket ticket = 2;
}

message GetTicketRequest {
  int64 id = 1;
}

message DeleteTicketRequest {
  int64 id = 1;
}

message Message {
  // Assigned by the server. Seed records keep their ids across restarts; records you create continue after the seed.
  int64 id = 1;
  // When the record was created (ISO 8601, UTC).
  optional string created_at = 2;
  // When the record last changed.
  optional string updated_at = 3;
  optional int64 ticket_id = 4;
  optional string author_type = 5;
  // The agent, when author_type is agent.
  optional int64 author_id = 6;
  optional string author_name = 7;
  optional string body = 8;
  // A private note the customer does not see.
  optional bool internal = 9;
  google.protobuf.Value attachments = 10;
}

message ListMessagesRequest {
  int32 page = 1;
  int32 limit = 2;
  string sort = 3;
  string q = 4;
  map<string, string> filter = 5;
}

message ListMessagesResponse {
  repeated Message data = 1;
  int32 page = 2;
  int32 limit = 3;
  int32 total = 4;
  int32 pages = 5;
}

message UpdateMessageRequest {
  int64 id = 1;
  Message message = 2;
}

message GetMessageRequest {
  int64 id = 1;
}

message DeleteMessageRequest {
  int64 id = 1;
}

message WatchRequest {
  repeated string topics = 1;
  int32 max_events = 2;
}

message Event {
  string topic = 1;
  string api = 2;
  string ts = 3;
  google.protobuf.Struct data = 4;
}