fix: route support tickets to configured topic

backend/bot/services/notification_service.py

@@ -237,11 +237,12 @@ class NotificationService:
         text: str,
         path: str,
         fallback_url: str,
+        web_app_button: bool = True,
     ) -> InlineKeyboardButton:
         webapp_url = self._support_webapp_url(path)
-        if webapp_url:
+        if webapp_url and web_app_button:
             return InlineKeyboardButton(text=text, web_app=WebAppInfo(url=webapp_url))
-        return InlineKeyboardButton(text=text, url=fallback_url)
+        return InlineKeyboardButton(text=text, url=webapp_url or fallback_url)
 
     def _support_text(self, language: Optional[str], key: str, fallback: str) -> str:
         if not self.i18n:
@@ -316,7 +317,14 @@ class NotificationService:
             return enabled
         return self._coerce_bool_setting(raw_value, enabled)
 
-    def _support_keyboard(self, ticket, user, *, admin: bool = True) -> InlineKeyboardMarkup:
+    def _support_keyboard(
+        self,
+        ticket,
+        user,
+        *,
+        admin: bool = True,
+        web_app_buttons: bool = True,
+    ) -> InlineKeyboardMarkup:
         ticket_path = (
             f"/admin/support/{ticket.ticket_id}" if admin else f"/support/{ticket.ticket_id}"
         )
@@ -326,6 +334,7 @@ class NotificationService:
                     text="Открыть тикет",
                     path=ticket_path,
                     fallback_url=self._support_ticket_url(ticket.ticket_id, admin=admin),
+                    web_app_button=web_app_buttons,
                 )
             ]
         ]
@@ -342,12 +351,35 @@ class NotificationService:
                         text="Карточка пользователя",
                         path=user_card_path,
                         fallback_url=self._support_ticket_url(ticket.ticket_id, admin=True),
+                        web_app_button=web_app_buttons,
                     )
                 )
             if profile_row:
                 rows.append(profile_row)
         return InlineKeyboardMarkup(inline_keyboard=rows)
 
+    def _support_log_thread_id(self) -> Optional[int]:
+        return getattr(self.settings, "LOG_SUPPORT_THREAD_ID", None)
+
+    def _support_thread_is_configured(self) -> bool:
+        return bool(getattr(self.settings, "LOG_CHAT_ID", None) and self._support_log_thread_id())
+
+    async def _send_admin_support_telegram(
+        self,
+        message: str,
+        *,
+        admin_markup: InlineKeyboardMarkup,
+        log_markup: InlineKeyboardMarkup,
+    ) -> None:
+        thread_id = self._support_log_thread_id()
+        if not self._support_thread_is_configured():
+            await self._send_to_admins(message, reply_markup=admin_markup)
+        await self._send_to_log_channel(
+            message,
+            thread_id=thread_id,
+            reply_markup=log_markup,
+        )
+
     def _support_user_keyboard(self, ticket, user) -> InlineKeyboardMarkup:
         button_text = self._support_text(
             getattr(user, "language_code", None),
@@ -415,12 +447,12 @@ class NotificationService:
             f"статус: {hd.quote(str(snapshot.get('panel_status') or '—'))}\n\n"
             f"<b>Текст обращения</b>\n{hd.quote(preview)}"
         )
-        keyboard = self._support_keyboard(ticket, user, admin=True)
+        admin_keyboard = self._support_keyboard(ticket, user, admin=True)
-        await self._send_to_admins(message, reply_markup=keyboard)
+        log_keyboard = self._support_keyboard(ticket, user, admin=True, web_app_buttons=False)
-        await self._send_to_log_channel(
+        await self._send_admin_support_telegram(
             message,
-            thread_id=getattr(self.settings, "LOG_SUPPORT_THREAD_ID", None),
+            admin_markup=admin_keyboard,
-            reply_markup=keyboard,
+            log_markup=log_keyboard,
         )
         await self._send_admin_support_email(
             render_support_new_ticket_admin,
@@ -456,13 +488,13 @@ class NotificationService:
             f"💬 <b>Ответ пользователя в тикете #{ticket.ticket_id}</b>\n"
             f"{hd.quote(user_display)}{unread_line}\n\n{hd.quote(preview)}"
         )
-        keyboard = self._support_keyboard(ticket, user, admin=True)
         if send_telegram and getattr(self.settings, "LOG_SUPPORT", True):
-            await self._send_to_admins(text, reply_markup=keyboard)
+            admin_keyboard = self._support_keyboard(ticket, user, admin=True)
-            await self._send_to_log_channel(
+            log_keyboard = self._support_keyboard(ticket, user, admin=True, web_app_buttons=False)
+            await self._send_admin_support_telegram(
                 text,
-                thread_id=getattr(self.settings, "LOG_SUPPORT_THREAD_ID", None),
+                admin_markup=admin_keyboard,
-                reply_markup=keyboard,
+                log_markup=log_keyboard,
             )
         if send_email:
             await self._send_admin_support_email(

tests/test_support_notifications.py

@@ -27,6 +27,10 @@ def _i18n():
     return JsonI18n(str(REPO_ROOT / "locales"), default="ru")
 
 
+def _keyboard_buttons(markup):
+    return [button for row in markup.inline_keyboard for button in row]
+
+
 def test_support_ticket_closed_email_uses_user_language():
     content = render_support_ticket_closed_user(
         _settings(DEFAULT_LANGUAGE="en"),
@@ -106,6 +110,25 @@ def test_admin_support_keyboard_uses_consistent_admin_links():
     assert user_card_button.web_app.url == "https://app.example.com/app/admin/users/100200300"
 
 
+def test_admin_support_keyboard_can_use_group_safe_urls():
+    service = NotificationService(
+        bot=SimpleNamespace(),
+        settings=_settings(SUBSCRIPTION_MINI_APP_URL="https://app.example.com/app"),
+    )
+    ticket = SimpleNamespace(ticket_id=42)
+    user = SimpleNamespace(user_id=100200300)
+
+    keyboard = service._support_keyboard(ticket, user, admin=True, web_app_buttons=False)
+    ticket_button = keyboard.inline_keyboard[0][0]
+    user_card_button = keyboard.inline_keyboard[1][1]
+
+    assert ticket_button.web_app is None
+    assert ticket_button.url == "https://app.example.com/app/admin/support/42"
+    assert keyboard.inline_keyboard[1][0].url == "tg://user?id=100200300"
+    assert user_card_button.web_app is None
+    assert user_card_button.url == "https://app.example.com/app/admin/users/100200300"
+
+
 def test_admin_support_keyboard_falls_back_to_startapp_url():
     service = NotificationService(
         bot=SimpleNamespace(),
@@ -364,6 +387,114 @@ def test_disabled_admin_support_email_keeps_telegram_and_log_notifications():
     assert emails == []
 
 
+def test_support_topic_suppresses_admin_dm_and_uses_url_buttons():
+    channels = []
+
+    service = NotificationService(
+        bot=SimpleNamespace(),
+        settings=_settings(
+            LOG_CHAT_ID=-1003918000002,
+            LOG_SUPPORT_THREAD_ID=77,
+            SUBSCRIPTION_MINI_APP_URL="https://app.example.com",
+        ),
+    )
+
+    async def send_to_admins(message, reply_markup=None):
+        channels.append(("admins", None, bool(message), reply_markup))
+
+    async def send_to_log_channel(message, thread_id=None, reply_markup=None):
+        channels.append(("log", thread_id, bool(message), reply_markup))
+
+    service._send_to_admins = send_to_admins
+    service._send_to_log_channel = send_to_log_channel
+
+    ticket = SimpleNamespace(
+        ticket_id=7,
+        priority="normal",
+        category="technical",
+        subject="Connection issue",
+    )
+    user = SimpleNamespace(
+        user_id=100200300,
+        username="user",
+        first_name="User",
+        last_name=None,
+        email="user@example.com",
+    )
+
+    asyncio.run(
+        service.notify_new_support_ticket(
+            ticket,
+            user,
+            "Cannot connect",
+            {"tariff": "Standard", "end_date": "2026-06-01"},
+        )
+    )
+
+    assert [item[0] for item in channels] == ["log"]
+    assert channels[0][1] == 77
+    markup = channels[0][3]
+    buttons = _keyboard_buttons(markup)
+    assert all(button.web_app is None for button in buttons)
+    assert buttons[0].url == "https://app.example.com/admin/support/7"
+    assert buttons[2].url == "https://app.example.com/admin/users/100200300"
+
+
+def test_support_user_reply_topic_suppresses_admin_dm_and_uses_url_buttons():
+    channels = []
+
+    service = NotificationService(
+        bot=SimpleNamespace(),
+        settings=_settings(
+            LOG_CHAT_ID=-1003918000002,
+            LOG_SUPPORT_THREAD_ID=77,
+            SUBSCRIPTION_MINI_APP_URL="https://app.example.com",
+        ),
+    )
+
+    async def send_to_admins(message, reply_markup=None):
+        channels.append(("admins", None, bool(message), reply_markup))
+
+    async def send_to_log_channel(message, thread_id=None, reply_markup=None):
+        channels.append(("log", thread_id, bool(message), reply_markup))
+
+    service._send_to_admins = send_to_admins
+    service._send_to_log_channel = send_to_log_channel
+
+    ticket = SimpleNamespace(
+        ticket_id=7,
+        priority="normal",
+        category="technical",
+        subject="Connection issue",
+    )
+    message = SimpleNamespace(body="Still cannot connect")
+    user = SimpleNamespace(
+        user_id=100200300,
+        username="user",
+        first_name="User",
+        last_name=None,
+        email="user@example.com",
+    )
+
+    asyncio.run(
+        service.notify_support_user_reply(
+            ticket,
+            message,
+            user,
+            {},
+            unread_count=3,
+            send_telegram=True,
+            send_email=False,
+        )
+    )
+
+    assert [item[0] for item in channels] == ["log"]
+    assert channels[0][1] == 77
+    buttons = _keyboard_buttons(channels[0][3])
+    assert all(button.web_app is None for button in buttons)
+    assert buttons[0].url == "https://app.example.com/admin/support/7"
+
+
 def test_support_user_reply_can_send_email_without_telegram_channels():
     emails = []
     channels = []