// en/support
export const support = {
  // Phase 2 — attachment primitives
  add_attachment: 'Add attachment',
  attachment_limit_reached: 'Attachment limit reached',
  attachment_gallery_empty: 'No attachments',
  attachment_open_full: 'Open full size',
  attachment_abuse_pending: 'Attachment pending review',
  attachment_abuse_flagged: 'Attachment flagged',
  attachment_abuse_rejected: 'Attachment rejected',
  // Phase 3 — ticket UI
  ticket: {
    new_title: 'Open a support ticket',
    new_subtitle: "We're here to help — describe the issue and we'll get back to you",
    category_label: 'Category',
    category_account: 'Account',
    category_billing: 'Billing & payments',
    category_bug: 'Bug / technical issue',
    category_how_to: 'How to / question',
    category_complaint: 'Complaint',
    category_other: 'Other',
    category_billing_redirect_notice:
      "Issue with a specific purchase (refund, cancellation or wrong charge)? Open a request directly from the purchase page — we'll resolve it faster",
    category_placeholder: 'Choose a category',
    priority_label: 'Priority',
    priority_low: 'Low',
    priority_normal: 'Normal',
    priority_high: 'High',
    priority_urgent: 'Urgent',
    priority_hint:
      'Most tickets are handled in order; choose "Urgent" only if you cannot use the service at all',
    subject_label: 'Subject',
    subject_placeholder: 'e.g. billing or payment issue',
    body_label: 'Details',
    body_placeholder: 'Describe the issue in detail — what happened, when, and what you tried',
    attachments_label: 'Images & attachments',
    attachments_hint: 'You can attach images in the ticket conversation right after opening it',
    submit: 'Open ticket',
    submit_pending: 'Opening...',
    cancel: 'Cancel',
    status_open: 'Open',
    status_ai_handling: 'AI handling',
    status_awaiting_user: 'Awaiting your reply',
    status_escalated: 'Waiting for an agent',
    status_awaiting_agent: 'Waiting for agent',
    status_human_handling: 'Agent handling',
    status_resolved: 'Resolved',
    status_closed: 'Closed',
    status_reopened: 'Reopened',
    list_title: 'Your tickets',
    list_empty_title: 'No tickets yet',
    list_empty_body: "If you've run into an issue, open a ticket and we'll take care of it",
    list_empty_cta: 'Open a new ticket',
    list_filter_all: 'All',
    list_filter_open: 'Open',
    list_filter_resolved: 'Resolved',
    list_filter_closed: 'Closed',
    list_filter_aria: 'Filter tickets by status',
    detail_title: 'Ticket #{shortId}',
    detail_opened_at: 'Opened',
    detail_category: 'Category',
    detail_priority: 'Priority',
    detail_status: 'Status',
    detail_sla: 'Response time',
    reply_placeholder: 'Write a reply...',
    reply_submit: 'Send',
    close: 'Close ticket',
    close_confirm_title: 'Close this ticket?',
    close_confirm_body: 'Once closed, you will not be able to send further messages.',
    close_confirm_ok: 'Yes, close',
    reopen: 'Reopen',
    reopen_limit_reached: 'You have reached the reopen limit for this ticket',
    resolved_notice:
      'This ticket is resolved. If the issue persists, sending a reply below will reopen it',
    sla_healthy: 'Within SLA',
    sla_warning: 'Nearing breach',
    sla_breached: 'SLA breached',
    error_auth_required: 'Please sign in to view your tickets',
    error_rate_limited: 'Too many requests — please try again in a few minutes',
    error_generic: 'Something went wrong, please try again',
    back_to_list: 'Back to all tickets',
    attachments_attached: '{{count}} attachments added',
    submit_disabled_hint: 'Fill in all required fields to open a ticket',
    related_purchase_hint: 'This ticket will be linked to purchase #{purchaseId}',
    subject_char_count: '{current} / {max}',
    body_char_count: '{current} / {max}',
    thread_empty: 'No messages yet',
    thread_label: 'Ticket thread',
    author_customer: 'Customer',
    author_vendor: 'Business',
    author_ai: 'AI Assistant',
    author_human_agent: 'Support Agent',
    author_system: 'System',
    author_admin: 'Admin',
    composer_label: 'Write a reply',
    composer_send: 'Send',
    composer_sending: 'Sending...',
    composer_handling_notice:
      "Your ticket is being handled — we'll update you here as soon as there's a reply. Replies are paused in the meantime",
    composer_awaiting_user_notice:
      "We're waiting for your reply — sending a message below will move the ticket forward. If you already replied, you can wait for the agent's response",
    composer_closed_notice:
      'This ticket is closed and can no longer receive replies. Ran into the issue again? Open a new ticket',
    validation_category_required: 'Please select a category',
    validation_subject_min: 'Subject must be at least 3 characters',
    validation_subject_max: 'Subject is too long (maximum 200 characters)',
    validation_body_min: 'Description must be at least 10 characters',
    upload_attachment: 'Attach image',
    upload_error: 'File upload failed',
    // Phase 5 — AI agent labels
    ai_agent: {
      decision_ask: 'AI assistant is requesting more details',
      decision_refund: 'AI assistant approved a refund',
      decision_escalate: 'AI assistant escalated to a human agent',
      decision_close: 'AI assistant closed the ticket',
      triggered_by_opened: 'Ticket sent for AI review',
      triggered_by_user_reply: 'AI is processing your reply',
      triggered_by_escalated: 'AI is reviewing the ticket status',
      refund_auto_issued: 'Automatic refund issued: ₪{amountFormatted}',
    },
  },
  close_errors: {
    illegal_transition: 'Cannot close ticket in its current state',
    not_found: 'Ticket not found',
    generic: 'Failed to close ticket — please try again',
  },
  cross_link_to_cases: 'For disputes about transactions, open a case',
  ticket_page_title: 'Ticket #{shortId} | Multideal',
  ticket_page_description: 'Ticket #{shortId}',
} as const;