feat: add support tickets and imrpove web app loading

backend/bot/app/web/admin_api.py

@@ -15,6 +15,7 @@ from bot.app.web.admin_api_impl import (
     routes as _routes,
     settings as _settings,
     stats as _stats,
+    support as _support,
     sync as _sync,
     tariffs as _tariffs,
     themes as _themes,
@@ -30,6 +31,7 @@ _MODULES = (
     _payments,
     _promos,
     _logs,
+    _support,
     _broadcast,
     _sync,
     _ads,

backend/bot/app/web/admin_api_impl/routes.py

@@ -45,6 +45,16 @@ def setup_admin_routes(app: web.Application) -> None:
 
     router.add_get("/api/admin/logs", admin_logs_route)
 
+    router.add_get("/api/admin/support/tickets", admin_support_tickets_route)
+    router.add_get("/api/admin/support/tickets/{id:\\d+}", admin_support_ticket_detail_route)
+    router.add_post(
+        "/api/admin/support/tickets/{id:\\d+}/messages",
+        admin_support_ticket_reply_route,
+    )
+    router.add_patch("/api/admin/support/tickets/{id:\\d+}", admin_support_ticket_patch_route)
+    router.add_post("/api/admin/support/tickets/{id:\\d+}/read", admin_support_ticket_read_route)
+    router.add_get("/api/admin/support/stats", admin_support_stats_route)
+
     router.add_post("/api/admin/broadcast", admin_broadcast_route)
     router.add_post("/api/admin/sync", admin_sync_route)
 

backend/bot/app/web/admin_api_impl/support.py

@@ -0,0 +1,251 @@
+# ruff: noqa: F401,F403,F405,I001
+from ._runtime import *  # noqa: F403,F405
+
+from typing import Literal, Optional
+
+from pydantic import BaseModel, ConfigDict, constr, field_validator
+
+from bot.services.support_service import TicketNotFound
+from db.dal import support_dal, user_dal
+from db.models import SupportTicket, SupportTicketMessage
+
+
+class AdminTicketReplyPayload(BaseModel):
+    model_config = ConfigDict(extra="ignore")
+
+    body: constr(min_length=1, max_length=4000)
+    is_internal_note: bool = False
+
+    @field_validator("body")
+    @classmethod
+    def _strip_body(cls, value: str) -> str:
+        stripped = value.strip()
+        if not stripped:
+            raise ValueError("empty_text")
+        return stripped
+
+
+class AdminTicketPatchPayload(BaseModel):
+    model_config = ConfigDict(extra="ignore")
+
+    status: Optional[Literal["open", "awaiting_user", "awaiting_admin", "resolved", "closed"]] = (
+        None
+    )
+    priority: Optional[Literal["low", "normal", "high", "urgent"]] = None
+    category: Optional[Literal["billing", "technical", "account", "other"]] = None
+    assigned_admin_id: Optional[int] = None
+
+
+def _validate_model_payload(model_cls, payload: Dict[str, Any]):
+    try:
+        return model_cls.model_validate(payload), None
+    except ValidationError:
+        return None, _error(400, "invalid_request", "Invalid request")
+
+
+def _support_ticket_payload(ticket: SupportTicket) -> Dict[str, Any]:
+    return {
+        "ticket_id": ticket.ticket_id,
+        "user_id": ticket.user_id,
+        "subject": ticket.subject,
+        "category": ticket.category,
+        "priority": ticket.priority,
+        "status": ticket.status,
+        "assigned_admin_id": ticket.assigned_admin_id,
+        "last_message_at": ticket.last_message_at.isoformat() if ticket.last_message_at else None,
+        "last_message_role": ticket.last_message_role,
+        "unread_user_count": int(ticket.unread_user_count or 0),
+        "unread_admin_count": int(ticket.unread_admin_count or 0),
+        "created_at": ticket.created_at.isoformat() if ticket.created_at else None,
+        "updated_at": ticket.updated_at.isoformat() if ticket.updated_at else None,
+        "closed_at": ticket.closed_at.isoformat() if ticket.closed_at else None,
+    }
+
+
+def _user_display_name(user) -> Optional[str]:
+    if not user:
+        return None
+    name = " ".join(
+        part.strip() for part in [user.first_name, user.last_name] if part and part.strip()
+    ).strip()
+    return name or user.username or user.email or str(user.user_id)
+
+
+def _support_message_payload(
+    message: SupportTicketMessage,
+    *,
+    authors: Optional[Dict[int, Any]] = None,
+) -> Dict[str, Any]:
+    author = authors.get(message.author_user_id) if authors and message.author_user_id else None
+    return {
+        "message_id": message.message_id,
+        "ticket_id": message.ticket_id,
+        "author_role": message.author_role,
+        "author_user_id": message.author_user_id,
+        "author_name": _user_display_name(author),
+        "body": message.body,
+        "is_internal_note": bool(message.is_internal_note),
+        "created_at": message.created_at.isoformat() if message.created_at else None,
+        "read_by_user_at": message.read_by_user_at.isoformat() if message.read_by_user_at else None,
+        "read_by_admin_at": message.read_by_admin_at.isoformat()
+        if message.read_by_admin_at
+        else None,
+    }
+
+
+def _admin_support_user_payload(user) -> Dict[str, Any]:
+    if not user:
+        return {}
+    return {
+        "user_id": user.user_id,
+        "telegram_id": user.telegram_id,
+        "username": user.username,
+        "first_name": user.first_name,
+        "last_name": user.last_name,
+        "email": user.email,
+        "telegram_photo_url": user.telegram_photo_url,
+        "is_banned": bool(user.is_banned),
+        "registration_date": user.registration_date.isoformat() if user.registration_date else None,
+    }
+
+
+def _support_limit_offset(request: web.Request) -> tuple[int, int]:
+    limit = max(1, min(100, int(request.query.get("limit", 25) or 25)))
+    offset = max(0, int(request.query.get("offset", 0) or 0))
+    return limit, offset
+
+
+async def admin_support_tickets_route(request: web.Request) -> web.Response:
+    _require_admin_user_id(request)
+    limit, offset = _support_limit_offset(request)
+    assigned_raw = request.query.get("assigned")
+    assigned_admin_id = None
+    if assigned_raw and assigned_raw not in {"all", "any"}:
+        assigned_admin_id = int(assigned_raw)
+    async_session_factory: sessionmaker = request.app["async_session_factory"]
+    async with async_session_factory() as session:
+        tickets = await support_dal.list_admin_tickets(
+            session,
+            status=request.query.get("status") or None,
+            priority=request.query.get("priority") or None,
+            category=request.query.get("category") or None,
+            assigned_admin_id=assigned_admin_id,
+            search=request.query.get("search") or None,
+            sort=request.query.get("sort") or "updated_desc",
+            limit=limit,
+            offset=offset,
+        )
+    return web.json_response(
+        {
+            "ok": True,
+            "tickets": [
+                {
+                    **_support_ticket_payload(ticket),
+                    "user": _admin_support_user_payload(getattr(ticket, "user", None)),
+                }
+                for ticket in tickets
+            ],
+        }
+    )
+
+
+async def admin_support_ticket_detail_route(request: web.Request) -> web.Response:
+    _require_admin_user_id(request)
+    ticket_id = int(request.match_info["id"])
+    async_session_factory: sessionmaker = request.app["async_session_factory"]
+    service = request.app["support_service"]
+    async with async_session_factory() as session:
+        ticket, messages = await support_dal.get_ticket(session, ticket_id, include_internal=True)
+        if not ticket:
+            return _error(404, "not_found", "Ticket not found")
+        user = await user_dal.get_user_by_id(session, ticket.user_id)
+        snapshot = await service.build_user_snapshot(user, session=session) if user else {}
+        author_ids = {m.author_user_id for m in messages if m.author_user_id is not None}
+        authors = {}
+        for author_id in author_ids:
+            author = await user_dal.get_user_by_id(session, author_id)
+            if author:
+                authors[author_id] = author
+    return web.json_response(
+        {
+            "ok": True,
+            "ticket": {
+                **_support_ticket_payload(ticket),
+                "user": _admin_support_user_payload(user),
+            },
+            "messages": [_support_message_payload(m, authors=authors) for m in messages],
+            "user_snapshot": snapshot,
+        }
+    )
+
+
+async def admin_support_ticket_reply_route(request: web.Request) -> web.Response:
+    admin_id = _require_admin_user_id(request)
+    ticket_id = int(request.match_info["id"])
+    payload, error = _validate_model_payload(AdminTicketReplyPayload, await _read_json(request))
+    if error:
+        return error
+    try:
+        ticket, message = await request.app["support_service"].reply_as_admin(
+            admin_id,
+            ticket_id,
+            payload.body,
+            is_internal_note=payload.is_internal_note,
+        )
+    except TicketNotFound:
+        return _error(404, "not_found", "Ticket not found")
+    async_session_factory: sessionmaker = request.app["async_session_factory"]
+    async with async_session_factory() as session:
+        admin = await user_dal.get_user_by_id(session, admin_id)
+    return web.json_response(
+        {
+            "ok": True,
+            "ticket": _support_ticket_payload(ticket),
+            "message": _support_message_payload(
+                message, authors={admin_id: admin} if admin else {}
+            ),
+        }
+    )
+
+
+async def admin_support_ticket_patch_route(request: web.Request) -> web.Response:
+    admin_id = _require_admin_user_id(request)
+    ticket_id = int(request.match_info["id"])
+    payload, error = _validate_model_payload(AdminTicketPatchPayload, await _read_json(request))
+    if error:
+        return error
+    updates = payload.model_dump(exclude_unset=True)
+    try:
+        if updates.get("status") == "closed":
+            ticket = await request.app["support_service"].close_ticket(admin_id, ticket_id)
+            updates.pop("status", None)
+            if updates:
+                ticket = await request.app["support_service"]._update_and_audit(
+                    admin_id,
+                    ticket_id,
+                    **updates,
+                )
+        else:
+            ticket = await request.app["support_service"]._update_and_audit(
+                admin_id,
+                ticket_id,
+                **updates,
+            )
+    except TicketNotFound:
+        return _error(404, "not_found", "Ticket not found")
+    return web.json_response({"ok": True, "ticket": _support_ticket_payload(ticket)})
+
+
+async def admin_support_ticket_read_route(request: web.Request) -> web.Response:
+    _require_admin_user_id(request)
+    ticket_id = int(request.match_info["id"])
+    await request.app["support_service"].mark_read_as_admin(ticket_id)
+    return web.json_response({"ok": True})
+
+
+async def admin_support_stats_route(request: web.Request) -> web.Response:
+    _require_admin_user_id(request)
+    async_session_factory: sessionmaker = request.app["async_session_factory"]
+    async with async_session_factory() as session:
+        stats = await support_dal.admin_stats(session)
+    return web.json_response({"ok": True, "stats": stats})

backend/bot/app/web/admin_settings_manifest.py

@@ -235,6 +235,7 @@ SETTINGS_MANIFEST: List[SettingField] = [
     ),
     SettingField("LOG_NEW_USERS", "bool", "notifications", "Логировать новых пользователей"),
     SettingField("LOG_PAYMENTS", "bool", "notifications", "Логировать платежи"),
+    SettingField("LOG_SUPPORT", "bool", "notifications", "Логировать тикеты поддержки"),
     SettingField(
         "LOG_PROMO_ACTIVATIONS", "bool", "notifications", "Логировать активации промокодов"
     ),
@@ -248,8 +249,8 @@ SETTINGS_MANIFEST: List[SettingField] = [
         "notifications",
         "Логировать действия администраторов",
         "Если выключено, события от пользователей из ADMIN_IDS не записываются в message logs.",
-        i18n_label_key="settings_field_log_admin_actions_label",
-        i18n_description_key="settings_field_log_admin_actions_description",
+        i18n_label_key="admin_settings_field_log_admin_actions_label",
+        i18n_description_key="admin_settings_field_log_admin_actions_description",
     ),
     SettingField(
         "LOG_LEVEL",
@@ -260,6 +261,73 @@ SETTINGS_MANIFEST: List[SettingField] = [
     ),
     SettingField("LOG_CHAT_ID", "int", "notifications", "ID чата для логов"),
     SettingField("LOG_THREAD_ID", "int", "notifications", "ID треда (для супергрупп)"),
+    SettingField(
+        "LOG_SUPPORT_THREAD_ID",
+        "int",
+        "notifications",
+        "ID треда поддержки",
+        "Тред лог-чата для уведомлений о тикетах поддержки.",
+    ),
+    SettingField(
+        "SUPPORT_TICKETS_ENABLED",
+        "bool",
+        "support",
+        "Тикеты поддержки включены",
+        "Показывает раздел поддержки в ЛК и включает создание тикетов.",
+    ),
+    SettingField(
+        "SUPPORT_ADMIN_EMAIL_NOTIFICATIONS_ENABLED",
+        "bool",
+        "support",
+        "Email-уведомления админам",
+        (
+            "Если выключено, новые тикеты и ответы пользователей останутся "
+            "только в Telegram и лог-чате."
+        ),
+    ),
+    SettingField(
+        "SUPPORT_ADMIN_NOTIFICATION_COOLDOWN_SECONDS",
+        "int",
+        "support",
+        "Пауза Telegram-уведомлений",
+        (
+            "Минимум секунд между повторными Telegram/log уведомлениями "
+            "по одному непрочитанному тикету."
+        ),
+        min=0,
+    ),
+    SettingField(
+        "SUPPORT_ADMIN_EMAIL_COOLDOWN_SECONDS",
+        "int",
+        "support",
+        "Пауза email-уведомлений",
+        "Минимум секунд между повторными email-уведомлениями по одному непрочитанному тикету.",
+        min=0,
+    ),
+    SettingField(
+        "SUPPORT_TICKET_MAX_BODY_LENGTH",
+        "int",
+        "support",
+        "Макс. длина сообщения",
+        "Максимальное количество символов в сообщении тикета.",
+        min=1,
+    ),
+    SettingField(
+        "SUPPORT_TICKET_MAX_SUBJECT_LENGTH",
+        "int",
+        "support",
+        "Макс. длина темы",
+        "Максимальное количество символов в теме тикета.",
+        min=1,
+    ),
+    SettingField(
+        "SUPPORT_TICKET_RATE_LIMIT_PER_HOUR",
+        "int",
+        "support",
+        "Лимит тикетов в час",
+        "Сколько новых тикетов пользователь может создать за час. 0 — без лимита.",
+        min=0,
+    ),
     # ─── Devices ───────────────────────────────────────────────────
     SettingField("MY_DEVICES_SECTION_ENABLED", "bool", "devices", "Раздел «Мои устройства»"),
     SettingField(
@@ -371,12 +439,15 @@ def manifest_payload() -> List[dict]:
         "trial": 5,
         "referral": 6,
         "notifications": 7,
-        "devices": 8,
+        "support": 8,
+        "devices": 9,
     }
     items: List[dict] = []
     for field in aggregated_manifest():
-        auto_label_i18n_key = f"settings_field_{field.key.lower()}_label"
-        auto_description_i18n_key = f"settings_field_{field.key.lower()}_description"
+        auto_label_i18n_key = f"admin_settings_field_{field.key.lower()}_label"
+        auto_description_i18n_key = (
+            f"admin_settings_field_{field.key.lower()}_description"
+        )
 
         default_value: Optional[str] = None
         owner = find_manifest_owner(field.key)

backend/bot/app/web/subscription_webapp.py

@@ -14,6 +14,7 @@ from bot.app.web.webapp import (
     payloads as _payloads,
     routes as _routes,
     serializers as _serializers,
+    support as _support,
 )
 
 _MODULES = (
@@ -26,6 +27,7 @@ _MODULES = (
     _serializers,
     _billing,
     _devices,
+    _support,
     _routes,
     _application,
 )

backend/bot/app/web/templates/subscription_webapp.html

@@ -1,25 +1,60 @@
 <!doctype html>
 <html lang="ru">
+  <head>
+    <meta charset="utf-8" />
+    <meta
+      name="viewport"
+      content="width=device-width, initial-scale=1, maximum-scale=1, user-scalable=no, viewport-fit=cover"
+    />
+    <meta name="robots" content="noindex, nofollow" />
+    <meta name="theme-color" content="#03070b" />
+    <link id="app-favicon" rel="icon" href="data:," sizes="any" />
+    <title>/minishop</title>
+    <link rel="stylesheet" href="/subscription_webapp.css" />
+    <style>
+      .app-boot-fallback {
+        min-height: 100dvh;
+        display: grid;
+        place-items: center;
+        padding: 24px;
+        background: #03070b;
+      }
 
-<head>
-  <meta charset="utf-8">
-  <meta name="viewport" content="width=device-width, initial-scale=1, maximum-scale=1, user-scalable=no, viewport-fit=cover">
-  <meta name="robots" content="noindex, nofollow">
-  <meta name="theme-color" content="#03070b">
-  <link id="app-favicon" rel="icon" href="data:," sizes="any">
-  <title>/minishop</title>
-  <link rel="stylesheet" href="/subscription_webapp.css">
-</head>
+      .app-boot-fallback__spinner {
+        width: 28px;
+        height: 28px;
+        border: 2px solid rgba(242, 247, 244, 0.18);
+        border-top-color: #00fe7a;
+        border-radius: 999px;
+        animation: appBootSpin 0.8s linear infinite;
+      }
 
-<body>
-  <main id="app"></main>
+      @media (prefers-reduced-motion: reduce) {
+        .app-boot-fallback__spinner {
+          animation: none;
+        }
+      }
 
-  <!-- WEBAPP_I18N_SCRIPT -->
-  <!-- WEBAPP_CONFIG_SCRIPT -->
-  <!-- WEBAPP_JS_SCRIPT -->
-  <!-- WEBAPP_DEV_MOCK_START -->
-  <script src="/subscription_webapp.js" defer></script>
-  <!-- WEBAPP_DEV_MOCK_END -->
-</body>
+      @keyframes appBootSpin {
+        to {
+          transform: rotate(360deg);
+        }
+      }
+    </style>
+  </head>
 
+  <body>
+    <main id="app">
+      <div class="app-boot-fallback" role="status" aria-label="Загрузка">
+        <div class="app-boot-fallback__spinner" aria-hidden="true"></div>
+      </div>
+    </main>
+
+    <!-- WEBAPP_I18N_SCRIPT -->
+    <!-- WEBAPP_CONFIG_SCRIPT -->
+    <!-- WEBAPP_JS_SCRIPT -->
+    <!-- WEBAPP_DEV_MOCK_START -->
+    <script src="/subscription_webapp.js" defer></script>
+    <!-- WEBAPP_DEV_MOCK_END -->
+  </body>
 </html>

backend/bot/app/web/webapp/_runtime.py

@@ -51,7 +51,7 @@ from bot.utils.config_link import prepare_config_links
 from bot.utils.request_security import parse_ip_entries, request_client_ip
 from bot.utils.text_sanitizer import sanitize_display_name, sanitize_username
 from config.settings import Settings
-from db.dal import payment_dal, security_dal, subscription_dal, user_dal
+from db.dal import payment_dal, security_dal, subscription_dal, support_dal, user_dal
 from db.dal.user_dal import UserMergeConflictError
 from db.models import Payment, User, UserTelegramAvatar
 

backend/bot/app/web/webapp/application.py

@@ -44,6 +44,9 @@ def create_subscription_webapp_application(
         "subscription_service",
         "promo_code_service",
         "referral_service",
+        "support_service",
+        "notification_service",
+        "email_auth_service",
         "panel_service",
         *iter_service_keys(),
     ):

backend/bot/app/web/webapp/assets.py

@@ -15,7 +15,13 @@ async def health_route(request: web.Request) -> web.Response:
 
 
 async def css_asset_route(request: web.Request) -> web.Response:
-    return await _serve_template_asset(request, "subscription_webapp.css", "text/css")
+    asset_hash = request.match_info.get("asset_hash")
+    filename = f"subscription_webapp.{asset_hash}.css" if asset_hash else "subscription_webapp.css"
+    response = await _serve_template_asset(request, filename, "text/css")
+    response.headers["Cache-Control"] = (
+        "public, max-age=31536000, immutable" if asset_hash else "no-cache"
+    )
+    return response
 
 
 def _safe_theme_css_relative_path(raw_path: str) -> Optional[Path]:
@@ -121,9 +127,7 @@ async def theme_asset_route(request: web.Request) -> web.Response:
     query = getattr(request, "query", {})
     response = web.Response(body=body, content_type=content_type)
     response.headers["Cache-Control"] = (
-        "public, max-age=31536000, immutable"
-        if query.get("v")
-        else "public, max-age=3600"
+        "public, max-age=31536000, immutable" if query.get("v") else "public, max-age=3600"
     )
     return response
 
@@ -887,6 +891,41 @@ async def js_asset_route(request: web.Request) -> web.Response:
     return response
 
 
+WEBAPP_BOOTSTRAP_I18N_PREFIXES = ("wa_",)
+WEBAPP_BOOTSTRAP_I18N_KEYS = {"menu_support_button"}
+WEBAPP_I18N_SCOPES = {"webapp", "admin"}
+
+
+def _is_webapp_bootstrap_i18n_key(key: str) -> bool:
+    return key in WEBAPP_BOOTSTRAP_I18N_KEYS or key.startswith(WEBAPP_BOOTSTRAP_I18N_PREFIXES)
+
+
+def _normalize_i18n_scope(raw_scope: object) -> str:
+    scope = str(raw_scope or "webapp").strip().lower()
+    return scope if scope in WEBAPP_I18N_SCOPES else "webapp"
+
+
+def _filter_webapp_i18n_payload(locales_data: object, scope: str = "webapp") -> Dict[str, Any]:
+    if not isinstance(locales_data, dict):
+        return {}
+
+    normalized_scope = _normalize_i18n_scope(scope)
+    payload: Dict[str, Any] = {}
+    for lang, messages in locales_data.items():
+        if not isinstance(messages, dict):
+            continue
+        filtered: Dict[str, Any] = {}
+        for key, value in messages.items():
+            key_text = str(key)
+            is_bootstrap_key = _is_webapp_bootstrap_i18n_key(key_text)
+            if (normalized_scope == "webapp" and is_bootstrap_key) or (
+                normalized_scope == "admin" and not is_bootstrap_key
+            ):
+                filtered[key_text] = value
+        payload[str(lang)] = filtered
+    return payload
+
+
 def _build_webapp_bootstrap_payload(request: web.Request) -> Dict[str, Any]:
     settings: Settings = request.app["settings"]
     cached = _get_cached_webapp_settings(request)
@@ -897,6 +936,8 @@ def _build_webapp_bootstrap_payload(request: web.Request) -> Dict[str, Any]:
     if preview_theme is None or not preview_theme.enabled:
         preview_key = ""
     i18n_instance: Optional[object] = request.app.get("i18n")
+    i18n_scope = _normalize_i18n_scope(request.query.get("i18n_scope") or "webapp")
+    locales_data = getattr(i18n_instance, "locales_data", {}) if i18n_instance else {}
     return {
         "config": {
             "title": settings.WEBAPP_TITLE,
@@ -929,12 +970,29 @@ def _build_webapp_bootstrap_payload(request: web.Request) -> Dict[str, Any]:
             "appVersion": _resolve_app_version(),
             "appRepositoryUrl": APP_REPOSITORY_URL,
         },
-        "i18n": getattr(i18n_instance, "locales_data", {}) if i18n_instance else {},
+        "i18n": _filter_webapp_i18n_payload(locales_data, i18n_scope),
     }
 
 
 async def bootstrap_route(request: web.Request) -> web.Response:
-    return web.json_response({"ok": True, **_build_webapp_bootstrap_payload(request)})
+    response = web.json_response({"ok": True, **_build_webapp_bootstrap_payload(request)})
+    response.headers["Cache-Control"] = "no-cache"
+    return response
+
+
+async def i18n_route(request: web.Request) -> web.Response:
+    i18n_instance: Optional[object] = request.app.get("i18n")
+    scope = _normalize_i18n_scope(request.query.get("scope") or "webapp")
+    locales_data = getattr(i18n_instance, "locales_data", {}) if i18n_instance else {}
+    response = web.json_response(
+        {
+            "ok": True,
+            "scope": scope,
+            "i18n": _filter_webapp_i18n_payload(locales_data, scope),
+        }
+    )
+    response.headers["Cache-Control"] = "no-cache"
+    return response
 
 
 async def index_route(request: web.Request) -> web.Response:
@@ -950,6 +1008,11 @@ async def index_route(request: web.Request) -> web.Response:
     bootstrap = _build_webapp_bootstrap_payload(request)
     config = bootstrap["config"]
     html = _strip_marked_block(html, DEV_MOCK_START_MARKER, DEV_MOCK_END_MARKER)
+    html = html.replace(
+        'href="/subscription_webapp.css"',
+        f'href="/{_resolve_webapp_css_asset_name()}"',
+        1,
+    )
     initial_theme_markup = _initial_theme_head_markup(request, initial_theme, primary_color)
     if initial_theme_markup:
         html = html.replace("</head>", f"{initial_theme_markup}\n</head>", 1)
@@ -997,7 +1060,9 @@ async def index_route(request: web.Request) -> web.Response:
             ),
             1,
         )
-    return web.Response(text=html, content_type="text/html", charset="utf-8")
+    response = web.Response(text=html, content_type="text/html", charset="utf-8")
+    response.headers["Cache-Control"] = "no-cache"
+    return response
 
 
 async def _serve_template_asset(
@@ -1035,6 +1100,21 @@ def _resolve_webapp_js_asset_name() -> str:
     return "subscription_webapp.js"
 
 
+def _resolve_webapp_css_asset_name() -> str:
+    hashed_assets = []
+    for path in ASSET_DIR.glob("subscription_webapp.*.css"):
+        if not re.fullmatch(r"subscription_webapp\.[0-9a-f]{8}\.css", path.name):
+            continue
+        try:
+            hashed_assets.append((path.stat().st_mtime, path.name))
+        except OSError:
+            continue
+    if hashed_assets:
+        hashed_assets.sort(reverse=True)
+        return hashed_assets[0][1]
+    return "subscription_webapp.css"
+
+
 _INITIAL_THEME_TOKEN_CSS_MAP = {
     "accent": "--accent",
     "bg": "--bg",

backend/bot/app/web/webapp/payloads.py

@@ -1,6 +1,8 @@
 # ruff: noqa: F401,F403,F405,I001
 from ._runtime import *  # noqa: F403,F405
 
+from typing import Literal
+
 
 class WebAppEmailPayload(BaseModel):
     model_config = ConfigDict(extra="ignore")
@@ -69,3 +71,52 @@ class WebAppDeviceDisconnectPayload(BaseModel):
     model_config = ConfigDict(extra="ignore")
 
     token: constr(min_length=8, max_length=128)
+
+
+SupportCategory = Literal["billing", "technical", "account", "other"]
+SupportPriority = Literal["low", "normal", "high", "urgent"]
+SupportStatus = Literal["open", "awaiting_user", "awaiting_admin", "resolved", "closed"]
+
+
+class CreateTicketPayload(BaseModel):
+    model_config = ConfigDict(extra="ignore")
+
+    subject: constr(min_length=1, max_length=160)
+    category: SupportCategory = "other"
+    priority: Literal["normal", "high"] = "normal"
+    body: constr(min_length=1, max_length=4000)
+
+    @field_validator("subject", "body")
+    @classmethod
+    def _strip_required_text(cls, value: str) -> str:
+        stripped = value.strip()
+        if not stripped:
+            raise ValueError("empty_text")
+        return stripped
+
+
+class TicketReplyPayload(BaseModel):
+    model_config = ConfigDict(extra="ignore")
+
+    body: constr(min_length=1, max_length=4000)
+
+    @field_validator("body")
+    @classmethod
+    def _strip_body(cls, value: str) -> str:
+        stripped = value.strip()
+        if not stripped:
+            raise ValueError("empty_text")
+        return stripped
+
+
+class AdminTicketReplyPayload(TicketReplyPayload):
+    is_internal_note: bool = False
+
+
+class AdminTicketPatchPayload(BaseModel):
+    model_config = ConfigDict(extra="ignore")
+
+    status: Optional[SupportStatus] = None
+    priority: Optional[SupportPriority] = None
+    category: Optional[SupportCategory] = None
+    assigned_admin_id: Optional[int] = None

backend/bot/app/web/webapp/routes.py

@@ -9,15 +9,18 @@ def setup_subscription_webapp_routes(app: web.Application) -> None:
     app.router.add_get("/invite", index_route)
     app.router.add_get("/devices", index_route)
     app.router.add_get("/settings", index_route)
+    app.router.add_get("/support", index_route)
+    app.router.add_get("/support/{ticket_id:\\d+}", index_route)
     app.router.add_get("/admin", index_route)
     app.router.add_get(
         (
             "/admin/{section:stats|users|payments|promos|ads|broadcast|logs|tariffs|"
-            "appearance|settings}"
+            "appearance|settings|support}"
         ),
         index_route,
     )
     app.router.add_get("/admin/users/{user_id:-?[0-9]+}", index_route)
+    app.router.add_get("/admin/support/{ticket_id:\\d+}", index_route)
     app.router.add_get("/auth/telegram/start", telegram_oauth_start_route)
     app.router.add_get("/auth/telegram/callback", telegram_oauth_callback_route)
     app.router.add_get("/health", health_route)
@@ -34,6 +37,7 @@ def setup_subscription_webapp_routes(app: web.Application) -> None:
         r"/webapp-emoji/{codepoints:[0-9a-f_]+}/512.{ext:gif|webp}",
         webapp_animated_emoji_route,
     )
+    app.router.add_get("/subscription_webapp.{asset_hash:[0-9a-f]{8}}.css", css_asset_route)
     app.router.add_get("/subscription_webapp.css", css_asset_route)
     app.router.add_get(r"/webapp-theme-css/{path:.+}", theme_css_asset_route)
     app.router.add_get(r"/webapp-theme-assets/{path:.+}", theme_asset_route)
@@ -47,6 +51,7 @@ def setup_subscription_webapp_routes(app: web.Application) -> None:
     app.router.add_post("/api/auth/email/password", email_password_auth_route)
     app.router.add_post("/api/auth/logout", logout_route)
     app.router.add_get("/api/bootstrap", bootstrap_route)
+    app.router.add_get("/api/i18n", i18n_route)
     app.router.add_get("/api/me", me_route)
     app.router.add_get("/api/account/avatar", account_avatar_route)
     app.router.add_post("/api/account/language", account_language_route)
@@ -60,6 +65,12 @@ def setup_subscription_webapp_routes(app: web.Application) -> None:
     app.router.add_get("/api/devices", devices_route)
     app.router.add_post("/api/devices/disconnect", disconnect_device_route)
     app.router.add_get("/api/devices/topup-options", device_topup_options_route)
+    app.router.add_get("/api/support/tickets", support_tickets_route)
+    app.router.add_post("/api/support/tickets", support_create_ticket_route)
+    app.router.add_get("/api/support/tickets/{id:\\d+}", support_ticket_detail_route)
+    app.router.add_post("/api/support/tickets/{id:\\d+}/messages", support_ticket_reply_route)
+    app.router.add_post("/api/support/tickets/{id:\\d+}/read", support_ticket_read_route)
+    app.router.add_get("/api/support/unread", support_unread_route)
     app.router.add_get("/api/tariffs/topup-options", tariff_topup_options_route)
     app.router.add_get("/api/tariffs/change-options", tariff_change_options_route)
     app.router.add_post("/api/tariffs/change", tariff_change_route)

backend/bot/app/web/webapp/serializers.py

@@ -38,6 +38,11 @@ async def _build_user_payload(request: web.Request, user_id: int) -> Dict[str, A
             if referral_service
             else {"invited_count": 0, "purchased_count": 0}
         )
+        support_unread_count = (
+            await support_dal.count_user_unread(session, user_id)
+            if settings.SUPPORT_TICKETS_ENABLED
+            else 0
+        )
         local_sub = (
             await subscription_dal.get_active_subscription_by_user_id(
                 session,
@@ -106,8 +111,14 @@ async def _build_user_payload(request: web.Request, user_id: int) -> Dict[str, A
             settings.WEBAPP_PRIMARY_COLOR or "#00fe7a",
             enabled_only=True,
         ),
+        "support_unread_count": int(support_unread_count or 0),
         "settings": {
             "support_url": settings.SUPPORT_LINK,
+            "support_tickets_enabled": bool(settings.SUPPORT_TICKETS_ENABLED),
+            "support_ticket_max_body_length": int(settings.SUPPORT_TICKET_MAX_BODY_LENGTH or 4000),
+            "support_ticket_max_subject_length": int(
+                settings.SUPPORT_TICKET_MAX_SUBJECT_LENGTH or 160
+            ),
             "traffic_mode": bool(settings.traffic_sale_mode),
             "my_devices_enabled": bool(settings.MY_DEVICES_SECTION_ENABLED),
             "user_hwid_device_limit": (

backend/bot/app/web/webapp/support.py

@@ -0,0 +1,152 @@
+# ruff: noqa: F401,F403,F405,I001
+from ._runtime import *  # noqa: F403,F405
+
+from bot.services.support_service import TicketForbidden, TicketNotFound, TicketRateLimited
+from db.dal import support_dal, user_dal
+from db.models import SupportTicket, SupportTicketMessage
+
+
+def _support_ticket_payload(ticket: SupportTicket) -> Dict[str, Any]:
+    return {
+        "ticket_id": ticket.ticket_id,
+        "user_id": ticket.user_id,
+        "subject": ticket.subject,
+        "category": ticket.category,
+        "priority": ticket.priority,
+        "status": ticket.status,
+        "assigned_admin_id": ticket.assigned_admin_id,
+        "last_message_at": ticket.last_message_at.isoformat() if ticket.last_message_at else None,
+        "last_message_role": ticket.last_message_role,
+        "unread_user_count": int(ticket.unread_user_count or 0),
+        "unread_admin_count": int(ticket.unread_admin_count or 0),
+        "created_at": ticket.created_at.isoformat() if ticket.created_at else None,
+        "updated_at": ticket.updated_at.isoformat() if ticket.updated_at else None,
+        "closed_at": ticket.closed_at.isoformat() if ticket.closed_at else None,
+    }
+
+
+def _support_message_payload(message: SupportTicketMessage) -> Dict[str, Any]:
+    return {
+        "message_id": message.message_id,
+        "ticket_id": message.ticket_id,
+        "author_role": message.author_role,
+        "author_user_id": message.author_user_id,
+        "body": message.body,
+        "is_internal_note": bool(message.is_internal_note),
+        "created_at": message.created_at.isoformat() if message.created_at else None,
+        "read_by_user_at": message.read_by_user_at.isoformat() if message.read_by_user_at else None,
+        "read_by_admin_at": message.read_by_admin_at.isoformat()
+        if message.read_by_admin_at
+        else None,
+    }
+
+
+def _support_limit_offset(request: web.Request) -> tuple[int, int]:
+    limit = max(1, min(100, int(request.query.get("limit", 25) or 25)))
+    offset = max(0, int(request.query.get("offset", 0) or 0))
+    return limit, offset
+
+
+async def support_tickets_route(request: web.Request) -> web.Response:
+    user_id = _require_user_id(request)
+    limit, offset = _support_limit_offset(request)
+    status_filter = request.query.get("status") or None
+    async_session_factory: sessionmaker = request.app["async_session_factory"]
+    async with async_session_factory() as session:
+        tickets = await support_dal.list_user_tickets(
+            session,
+            user_id,
+            limit=limit,
+            offset=offset,
+            status_filter=status_filter,
+        )
+        counts = await support_dal.user_ticket_counts(session, user_id)
+    return web.json_response(
+        {
+            "ok": True,
+            "tickets": [_support_ticket_payload(t) for t in tickets],
+            "counts": counts,
+        }
+    )
+
+
+async def support_create_ticket_route(request: web.Request) -> web.Response:
+    user_id = _require_user_id(request)
+    payload, error = _validate_model_payload(CreateTicketPayload, await _read_json(request))
+    if error:
+        return error
+    service = request.app["support_service"]
+    try:
+        ticket = await service.create_ticket(
+            user_id,
+            payload.subject,
+            payload.category,
+            payload.priority,
+            payload.body,
+        )
+    except TicketForbidden:
+        return _json_error(403, "ticket_forbidden", "Support ticket action is forbidden")
+    except TicketRateLimited:
+        return _json_error(429, "ticket_rate_limited", "Too many support tickets")
+    return web.json_response({"ok": True, "ticket": _support_ticket_payload(ticket)})
+
+
+async def support_ticket_detail_route(request: web.Request) -> web.Response:
+    user_id = _require_user_id(request)
+    ticket_id = int(request.match_info["id"])
+    async_session_factory: sessionmaker = request.app["async_session_factory"]
+    async with async_session_factory() as session:
+        ticket, messages = await support_dal.get_ticket(session, ticket_id, include_internal=False)
+        if not ticket or ticket.user_id != user_id:
+            return _json_error(404, "not_found", "Ticket not found")
+    return web.json_response(
+        {
+            "ok": True,
+            "ticket": _support_ticket_payload(ticket),
+            "messages": [_support_message_payload(m) for m in messages],
+        }
+    )
+
+
+async def support_ticket_reply_route(request: web.Request) -> web.Response:
+    user_id = _require_user_id(request)
+    ticket_id = int(request.match_info["id"])
+    payload, error = _validate_model_payload(TicketReplyPayload, await _read_json(request))
+    if error:
+        return error
+    service = request.app["support_service"]
+    try:
+        ticket, message = await service.reply_as_user(user_id, ticket_id, payload.body)
+    except TicketForbidden:
+        return _json_error(403, "ticket_forbidden", "Support ticket action is forbidden")
+    except TicketNotFound:
+        return _json_error(404, "not_found", "Ticket not found")
+    return web.json_response(
+        {
+            "ok": True,
+            "ticket": _support_ticket_payload(ticket),
+            "message": _support_message_payload(message),
+        }
+    )
+
+
+async def support_ticket_read_route(request: web.Request) -> web.Response:
+    user_id = _require_user_id(request)
+    ticket_id = int(request.match_info["id"])
+    service = request.app["support_service"]
+    try:
+        await service.mark_read_as_user(user_id, ticket_id)
+    except TicketNotFound:
+        return _json_error(404, "not_found", "Ticket not found")
+    return web.json_response({"ok": True})
+
+
+async def support_unread_route(request: web.Request) -> web.Response:
+    user_id = _require_user_id(request)
+    async_session_factory: sessionmaker = request.app["async_session_factory"]
+    async with async_session_factory() as session:
+        user = await user_dal.get_user_by_id(session, user_id)
+        if user and user.is_banned:
+            return _json_error(403, "ticket_forbidden", "Support ticket action is forbidden")
+        unread = await support_dal.count_user_unread(session, user_id)
+    return web.json_response({"ok": True, "unread": unread})