Signal notification fixes and UI updates

Combines Signal split/merge improvements with keycloak auth,
baileys-7 updates, and signal notifications support.

Resolved conflicts:
- Kept LID user ID support in bridge-whatsapp
- Kept bridge-dev.yml docker compose addition
- Used 3.5.0-beta.1 version from split-signal-improvements

.gitignore

@@ -31,3 +31,5 @@ project.org
 apps/bridge-worker/scripts/*
 ENVIRONMENT_VARIABLES_MIGRATION.md
 local-scripts/*
+docs/
+packages/zammad-addon-bridge/test/

.nvmrc

@@ -1 +1 @@
-v22.18.0
+v24

apps/bridge-frontend/package.json

@@ -1,6 +1,6 @@
 {
   "name": "@link-stack/bridge-frontend",
-  "version": "3.3.5",
+  "version": "3.5.0-beta.1",
   "type": "module",
   "scripts": {
     "dev": "next dev",

apps/bridge-migrations/package.json

@@ -1,6 +1,6 @@
 {
   "name": "@link-stack/bridge-migrations",
-  "version": "3.3.5",
+  "version": "3.5.0-beta.1",
   "type": "module",
   "scripts": {
     "migrate:up:all": "tsx migrate.ts up:all",

apps/bridge-whatsapp/package.json

@@ -1,6 +1,6 @@
 {
   "name": "@link-stack/bridge-whatsapp",
-  "version": "3.3.5",
+  "version": "3.5.0-beta.1",
   "main": "build/main/index.js",
   "author": "Darren Clarke <darren@redaranj.com>",
   "license": "AGPL-3.0-or-later",

apps/bridge-whatsapp/src/index.ts

@@ -1,17 +1,17 @@
 import * as Hapi from "@hapi/hapi";
 import hapiPino from "hapi-pino";
 import Schmervice from "@hapipal/schmervice";
-import WhatsappService from "./service.js";
+import WhatsappService from "./service.ts";
 import {
   RegisterBotRoute,
   UnverifyBotRoute,
   GetBotRoute,
   SendMessageRoute,
   ReceiveMessageRoute,
-} from "./routes.js";
+} from "./routes.ts";
 import { createLogger } from "@link-stack/logger";
 
-const logger = createLogger('bridge-whatsapp-index');
+const logger = createLogger("bridge-whatsapp-index");
 
 const server = Hapi.server({ port: 5000 });
 

apps/bridge-whatsapp/src/routes.ts

@@ -1,6 +1,6 @@
 import * as Hapi from "@hapi/hapi";
 import Toys from "@hapipal/toys";
-import WhatsappService from "./service";
+import WhatsappService from "./service.ts";
 
 const withDefaults = Toys.withRouteDefaults({
   options: {
@@ -27,15 +27,9 @@ export const SendMessageRoute = withDefaults({
     description: "Send a message",
     async handler(request: Hapi.Request, _h: Hapi.ResponseToolkit) {
       const { id } = request.params;
-      const { phoneNumber, message, attachments } =
+      const { phoneNumber, message, attachments } = request.payload as MessageRequest;
-        request.payload as MessageRequest;
       const whatsappService = getService(request);
-      await whatsappService.send(
+      await whatsappService.send(id, phoneNumber, message as string, attachments);
-        id,
-        phoneNumber,
-        message as string,
-        attachments,
-      );
       request.logger.info(
         {
           id,

apps/bridge-whatsapp/src/service.ts

@@ -4,12 +4,13 @@ import makeWASocket, {
   DisconnectReason,
   proto,
   downloadContentFromMessage,
-  MediaType,
   fetchLatestBaileysVersion,
   isJidBroadcast,
   isJidStatusBroadcast,
   useMultiFileAuthState,
 } from "@whiskeysockets/baileys";
+
+type MediaType = "audio" | "document" | "image" | "video" | "sticker";
 import fs from "fs";
 import { createLogger } from "@link-stack/logger";
 import {
@@ -97,6 +98,7 @@ export default class WhatsappService extends Service {
       ...options,
       auth: state,
       generateHighQualityLinkPreview: false,
+      syncFullHistory: true,
       msgRetryCounterMap,
       shouldIgnoreJid: (jid) => isJidBroadcast(jid) || isJidStatusBroadcast(jid),
     });
@@ -147,6 +149,17 @@ export default class WhatsappService extends Service {
           await this.queueUnreadMessages(botID, messages);
         }
       }
+
+      if (events["messaging-history.set"]) {
+        const { messages, isLatest } = events["messaging-history.set"];
+        logger.info(
+          { messageCount: messages.length, isLatest },
+          "received message history on connection",
+        );
+        if (messages.length > 0) {
+          await this.queueUnreadMessages(botID, messages);
+        }
+      }
     });
 
     this.connections[botID] = { socket, msgRetryCounterMap };
@@ -167,7 +180,6 @@ export default class WhatsappService extends Service {
 
         await this.createConnection(botID, this.server, {
           browser: WhatsappService.browserDescription,
-          printQRInTerminal: true,
           version,
         });
       }
@@ -175,18 +187,20 @@ export default class WhatsappService extends Service {
   }
 
   private async queueMessage(botID: string, webMessageInfo: proto.IWebMessageInfo) {
-    const {
+    const { key, message, messageTimestamp } = webMessageInfo;
-      key: { id, fromMe, remoteJid },
+    if (!key) {
-      message,
+      logger.warn("Message missing key, skipping");
-      messageTimestamp,
+      return;
-    } = webMessageInfo;
-    logger.info("Message type debug");
-    for (const key in message) {
-      logger.info(
-        { key, exists: !!message[key as keyof proto.IMessage] },
-        "Message field",
-      );
     }
+    const { id, fromMe, remoteJid } = key;
+    // Baileys 7 uses LIDs (Linked IDs) instead of phone numbers in some cases.
+    // senderPn contains the actual phone number when available.
+    const senderPn = (key as any).senderPn as string | undefined;
+    const participantPn = (key as any).participantPn as string | undefined;
+    logger.info(
+      { remoteJid, senderPn, participantPn, fromMe },
+      "Processing incoming message",
+    );
     const isValidMessage = message && remoteJid !== "status@broadcast" && !fromMe;
     if (isValidMessage) {
       const { audioMessage, documentMessage, imageMessage, videoMessage } = message;
@@ -244,9 +258,27 @@ export default class WhatsappService extends Service {
           videoMessage,
         ].find((text) => text && text !== "");
 
+        // Extract phone number and user ID (LID) separately
+        // remoteJid may contain LIDs (Baileys 7+) which are not phone numbers
+        const jidValue = remoteJid?.split("@")[0];
+        const isLidJid = remoteJid?.endsWith("@lid");
+
+        // Phone number: prefer senderPn/participantPn, fall back to remoteJid only if it's not a LID
+        const senderPhone = senderPn?.split("@")[0] || participantPn?.split("@")[0] || (!isLidJid ? jidValue : undefined);
+
+        // User ID (LID): extract from remoteJid if it's a LID format
+        const senderUserId = isLidJid ? jidValue : undefined;
+
+        // Must have at least one identifier
+        if (!senderPhone && !senderUserId) {
+          logger.warn({ remoteJid, senderPn, participantPn }, "Could not determine sender identity, skipping message");
+          return;
+        }
+
         const payload = {
           to: botID,
-          from: remoteJid?.split("@")[0],
+          from: senderPhone,
+          userId: senderUserId,
           messageId: id,
           sentAt: new Date((messageTimestamp as number) * 1000).toISOString(),
           message: messageText,
@@ -410,12 +442,17 @@ export default class WhatsappService extends Service {
   }
 
   async receive(
-    botID: string,
+    _botID: string,
     _lastReceivedDate: Date,
   ): Promise<proto.IWebMessageInfo[]> {
-    const connection = this.connections[botID]?.socket;
+    // loadAllUnreadMessages() was removed in Baileys 7.x
-    const messages = await connection.loadAllUnreadMessages();
+    // Messages are now delivered via events (messages.upsert, messaging-history.set)
-
+    // and forwarded to webhooks automatically.
-    return messages;
+    // See: https://baileys.wiki/docs/migration/to-v7.0.0/
+    throw new Error(
+      "Message polling is no longer supported in Baileys 7.x. " +
+      "Please configure a webhook to receive messages instead. " +
+      "Messages are automatically forwarded to BRIDGE_FRONTEND_URL/api/whatsapp/bots/{id}/receive"
+    );
   }
 }

apps/bridge-whatsapp/src/types.ts

@@ -1,4 +1,4 @@
-import type WhatsappService from "./service.js";
+import type WhatsappService from "./service.ts";
 
 declare module "@hapipal/schmervice" {
   interface SchmerviceDecorator {

apps/bridge-whatsapp/tsconfig.json

@@ -1,16 +1,17 @@
 {
   "extends": "@link-stack/typescript-config/tsconfig.node.json",
   "compilerOptions": {
-    "module": "commonjs",
+    "module": "NodeNext",
-    "target": "es2018",
+    "target": "es2022",
     "esModuleInterop": true,
-    "moduleResolution": "node",
+    "moduleResolution": "NodeNext",
     "outDir": "build/main",
     "rootDir": "src",
     "skipLibCheck": true,
     "types": ["node"],
-    "lib": ["es2020", "DOM"],
+    "lib": ["es2022", "DOM"],
-    "composite": true
+    "composite": true,
+    "rewriteRelativeImportExtensions": true
   },
   "include": ["src/**/*.ts", "src/**/.*.ts"],
   "exclude": ["node_modules/**"]

apps/bridge-worker/package.json

@@ -1,6 +1,6 @@
 {
   "name": "@link-stack/bridge-worker",
-  "version": "3.3.5",
+  "version": "3.5.0-beta.1",
   "type": "module",
   "main": "build/main/index.js",
   "author": "Darren Clarke <darren@redaranj.com>",

apps/bridge-worker/tasks/fetch-signal-messages.ts

@@ -168,6 +168,7 @@ const processMessage = async ({
     token: id,
     to: toRecipient,
     from: source,
+    userId: sourceUuid, // Signal user UUID for user identification
     messageId: `${sourceUuid}-${rawTimestamp}`,
     message: dataMessage?.message,
     sentAt: timestamp.toISOString(),
@@ -204,17 +205,16 @@ const fetchSignalMessagesTask = async ({
 
   if (scheduleTasks === "true") {
     // because cron only has minimum 1 minute resolution
-    for (const offset of [15000, 30000, 45000]) {
+    // schedule one additional job at 30s to achieve 30-second polling
-      await worker.addJob(
+    await worker.addJob(
-        "fetch-signal-messages",
+      "fetch-signal-messages",
-        { scheduleTasks: "false" },
+      { scheduleTasks: "false" },
-        {
+      {
-          maxAttempts: 1,
+        maxAttempts: 1,
-          runAt: new Date(Date.now() + offset),
+        runAt: new Date(Date.now() + 30000),
-          jobKey: `fetchSignalMessages-${offset}`,
+        jobKey: "fetchSignalMessages-30000",
-        },
+      },
-      );
+    );
-    }
   }
 
   const messagesClient = new MessagesApi(config);

apps/bridge-worker/tasks/signal/receive-signal-message.ts

@@ -9,6 +9,7 @@ interface ReceiveSignalMessageTaskOptions {
   token: string;
   to: string;
   from: string;
+  userId?: string; // Signal user UUID for user identification
   messageId: string;
   sentAt: string;
   message: string;
@@ -22,6 +23,7 @@ const receiveSignalMessageTask = async ({
   token,
   to,
   from,
+  userId,
   messageId,
   sentAt,
   message,
@@ -212,6 +214,7 @@ const receiveSignalMessageTask = async ({
   const payload = {
     to: finalTo,
     from,
+    user_id: userId, // Signal user UUID for user identification
     message_id: messageId,
     sent_at: sentAt,
     message,

apps/bridge-worker/tasks/signal/send-signal-message.ts

@@ -64,13 +64,14 @@ const sendSignalMessageTask = async ({
   let groupCreated = false;
 
   try {
-    // Check if 'to' is a group ID (UUID format, group.base64 format, or base64) vs phone number
+    // Check if 'to' is a group ID (group.base64 format or base64 internal ID) vs individual recipient
-    const isUUID = /^[0-9a-f]{8}-[0-9a-f]{4}-[0-9a-f]{4}-[0-9a-f]{4}-[0-9a-f]{12}$/i.test(
+    // Signal group IDs are 32 bytes = 44 chars base64 (or 43 without padding)
-      to,
+    // Signal user UUIDs (ACIs) are 36 chars with hyphens: xxxxxxxx-xxxx-xxxx-xxxx-xxxxxxxxxxxx
-    );
+    // Phone numbers start with +, usernames with u:, PNIs with PNI:
     const isGroupPrefix = to.startsWith("group.");
-    const isBase64 = /^[A-Za-z0-9+/]+=*$/.test(to) && to.length > 20; // Base64 internal_id
+    const isBase64GroupId =
-    const isGroupId = isUUID || isGroupPrefix || isBase64;
+      /^[A-Za-z0-9+/]+=*$/.test(to) && to.length >= 43 && to.length <= 44;
+    const isGroupId = isGroupPrefix || isBase64GroupId;
     const enableAutoGroups = process.env.BRIDGE_SIGNAL_AUTO_GROUPS === "true";
 
     logger.debug(
@@ -282,6 +283,35 @@ const sendSignalMessageTask = async ({
       },
       "Message sent successfully",
     );
+
+    // Update group name to use consistent template with ticket number
+    // This ensures groups created by receive-signal-message get renamed
+    // to match the template (e.g., "Support Request: 94085")
+    if (finalTo.startsWith("group.") && conversationId) {
+      try {
+        const expectedGroupName = buildSignalGroupName(conversationId);
+        await groupsClient.v1GroupsNumberGroupidPut({
+          number: bot.phoneNumber,
+          groupid: finalTo,
+          data: {
+            name: expectedGroupName,
+          },
+        });
+        logger.debug(
+          { groupId: finalTo, newName: expectedGroupName },
+          "Updated group name",
+        );
+      } catch (renameError) {
+        // Non-fatal - group name update is best-effort
+        logger.warn(
+          {
+            error: renameError instanceof Error ? renameError.message : renameError,
+            groupId: finalTo,
+          },
+          "Could not update group name",
+        );
+      }
+    }
   } catch (error: any) {
     // Try to get the actual error message from the response
     if (error.response) {

apps/bridge-worker/tasks/whatsapp/receive-whatsapp-message.ts

@@ -3,7 +3,8 @@ import { db, getWorkerUtils } from "@link-stack/bridge-common";
 interface ReceiveWhatsappMessageTaskOptions {
   token: string;
   to: string;
-  from: string;
+  from?: string;
+  userId?: string;
   messageId: string;
   sentAt: string;
   message: string;
@@ -16,6 +17,7 @@ const receiveWhatsappMessageTask = async ({
   token,
   to,
   from,
+  userId,
   messageId,
   sentAt,
   message,
@@ -33,6 +35,7 @@ const receiveWhatsappMessageTask = async ({
   const payload = {
     to,
     from,
+    user_id: userId,
     message_id: messageId,
     sent_at: sentAt,
     message,

apps/link/Dockerfile

@@ -42,10 +42,11 @@ RUN corepack enable && corepack prepare pnpm@9.15.4 --activate
 RUN DEBIAN_FRONTEND=noninteractive apt-get update && \
     apt-get install -y --no-install-recommends \
     dumb-init
-RUN mkdir -p ${APP_DIR}
+RUN mkdir -p ${APP_DIR} /pnpm
-RUN chown -R node ${APP_DIR}/
+RUN chown -R node ${APP_DIR}/ /pnpm
 
 USER node
+RUN corepack prepare pnpm@9.15.4 --activate
 WORKDIR ${APP_DIR}
 COPY --from=installer ${APP_DIR} ./
 USER root

apps/link/app/(login)/login/_components/Login.tsx

@@ -14,6 +14,7 @@ import {
   Google as GoogleIcon,
   Microsoft as MicrosoftIcon,
   Key as KeyIcon,
+  VpnKey as KeycloakIcon,
 } from "@mui/icons-material";
 import { signIn, getProviders } from "next-auth/react";
 import Image from "next/image";
@@ -200,6 +201,21 @@ export const Login: FC<LoginProps> = ({ session, baseURL }) => {
                       </IconButton>
                     </Grid>
                   )}
+                  {provider === "keycloak" && (
+                    <Grid item sx={{ width: "100%" }}>
+                      <IconButton
+                        sx={buttonStyles}
+                        onClick={() =>
+                          signIn("keycloak", {
+                            callbackUrl,
+                          })
+                        }
+                      >
+                        <KeycloakIcon sx={{ mr: 1 }} />
+                        Sign in with Keycloak
+                      </IconButton>
+                    </Grid>
+                  )}
                   {provider === "credentials" && (
                     <Grid item container spacing={3}>
                       <Grid item sx={{ width: "100%" }}>

apps/link/app/_lib/authentication.ts

@@ -11,6 +11,7 @@ import Google from "next-auth/providers/google";
 import Credentials from "next-auth/providers/credentials";
 import Apple from "next-auth/providers/apple";
 import AzureADProvider from "next-auth/providers/azure-ad";
+import Keycloak from "next-auth/providers/keycloak";
 import { createLogger } from "@link-stack/logger";
 
 const logger = createLogger('link-authentication');
@@ -101,6 +102,18 @@ if (process.env.GOOGLE_CLIENT_ID && process.env.GOOGLE_CLIENT_SECRET) {
       tenantId: process.env.AZURE_AD_TENANT_ID,
     }),
   );
+} else if (
+  process.env.KEYCLOAK_CLIENT_ID &&
+  process.env.KEYCLOAK_CLIENT_SECRET &&
+  process.env.KEYCLOAK_ISSUER
+) {
+  providers.push(
+    Keycloak({
+      clientId: process.env.KEYCLOAK_CLIENT_ID,
+      clientSecret: process.env.KEYCLOAK_CLIENT_SECRET,
+      issuer: process.env.KEYCLOAK_ISSUER,
+    }),
+  );
 } else {
   providers.push(
     Credentials({

apps/link/package.json

@@ -1,6 +1,6 @@
 {
   "name": "@link-stack/link",
-  "version": "3.3.5",
+  "version": "3.5.0-beta.1",
   "type": "module",
   "scripts": {
     "dev": "next dev -H 0.0.0.0",

docker/buildx/Dockerfile

@@ -15,7 +15,7 @@ COPY --from=node /usr/local/lib /usr/local/lib
 COPY --from=node /usr/local/include /usr/local/include
 COPY --from=node /usr/local/bin /usr/local/bin
 
-# Prepare pnpm (corepack is already enabled in node:22-alpine)
+# Prepare pnpm (corepack symlinks already copied from node image)
 RUN corepack prepare pnpm@9.15.4 --activate
 
 # Set up pnpm home

docker/scripts/docker.js

@@ -5,13 +5,13 @@ const app = process.argv[2];
 const command = process.argv[3];
 
 const files = {
-  all: ["zammad", "postgresql", "bridge", "opensearch", "link", "signal-cli-rest-api"],
+  all: ["zammad", "postgresql", "bridge", "opensearch", "link", "signal-cli-rest-api", "bridge-whatsapp"],
   linkDev: ["zammad", "postgresql", "opensearch"],
   link: ["zammad", "postgresql", "opensearch", "link"],
   linkOnly: ["link"],
   opensearch: ["opensearch"],
-  bridgeDev: ["zammad", "postgresql", "signal-cli-rest-api"],
+  bridgeDev: ["zammad", "postgresql", "signal-cli-rest-api", "bridge-whatsapp"],
-  bridge: ["zammad", "postgresql", "bridge", "signal-cli-rest-api"],
+  bridge: ["zammad", "postgresql", "bridge", "signal-cli-rest-api", "bridge-whatsapp"],
   zammad: ["zammad", "postgresql", "opensearch"],
 };
 
@@ -21,11 +21,12 @@ const finalFiles = files[app]
   .map((file) => ['-f', `docker/compose/${file}.yml`]).flat();
 
 // Add bridge-dev.yml for dev commands that include zammad
-const devAppsWithZammad = ['linkDev', 'bridgeDev', 'all'];
+const devAppsWithZammad = ['linkDev', 'bridgeDev'];
 if (devAppsWithZammad.includes(app) && files[app].includes('zammad')) {
   finalFiles.push('-f', 'docker-compose.bridge-dev.yml');
 }
 
+
 const finalCommand = command === "up" ? ["up", "-d", "--remove-orphans"] : [command];
 const dockerCompose = spawn('docker', ['compose', '--env-file', envFile, ...finalFiles, ...finalCommand]);
 

docker/zammad/Dockerfile

@@ -66,7 +66,7 @@ RUN if [ "$EMBEDDED" = "true" ] ; then \
     sed -i '$ d' /opt/zammad/contrib/nginx/zammad.conf && \
     echo "" >> /opt/zammad/contrib/nginx/zammad.conf && \
     echo "  location /link {" >> /opt/zammad/contrib/nginx/zammad.conf && \
-    echo "    proxy_pass ${LINK_HOST};" >> /opt/zammad/contrib/nginx/zammad.conf && \
+    echo "    set \$link_url ${LINK_HOST}; proxy_pass \$link_url;" >> /opt/zammad/contrib/nginx/zammad.conf && \
     echo "    proxy_set_header Host \$host;" >> /opt/zammad/contrib/nginx/zammad.conf && \
     echo "    proxy_set_header X-Real-IP \$remote_addr;" >> /opt/zammad/contrib/nginx/zammad.conf && \
     echo "    proxy_set_header X-Forwarded-For \$proxy_add_x_forwarded_for;" >> /opt/zammad/contrib/nginx/zammad.conf && \

docs/bridge-ticket-split-merge-investigation.md

@@ -0,0 +1,506 @@
+# Zammad Ticket Splits & Merges with Bridge Channels
+
+## Investigation Summary
+
+This document analyzes how Zammad handles ticket splits and merges, and the implications for our custom bridge channels (WhatsApp, Signal, Voice).
+
+## Current State
+
+### How Zammad Handles Split/Merge (Built-in)
+
+#### Merge (`ticket.merge_to` in `app/models/ticket.rb:330`)
+
+When ticket A is merged into ticket B:
+
+1. All articles from A are moved to B
+2. A "parent" link is created between A and B
+3. Mentions and external links are migrated
+4. Source ticket A's state is set to "merged"
+5. Source ticket A's owner is reset to System (id: 1)
+
+**Critical issue:** Ticket preferences are NOT copied or migrated. The target ticket B keeps its original preferences, and source ticket A's preferences become orphaned.
+
+```ruby
+# From app/models/ticket.rb - merge_to method
+# Articles are moved:
+Ticket::Article.where(ticket_id: id).update_all(['ticket_id = ?', data[:ticket_id]])
+
+# But preferences are never touched - they stay on the source ticket
+```
+
+#### Split (`app/models/form_updater/concerns/applies_split_ticket_article.rb`)
+
+When an article is split from ticket A to create new ticket C:
+
+1. Basic ticket attributes are copied (group, customer, state, priority, title)
+2. Attachments are cloned
+3. A link is created to the original ticket
+4. `owner_id` is explicitly deleted (not copied)
+
+**Critical issue:** Preferences are NOT copied. The new ticket C has no channel metadata.
+
+```ruby
+# From applies_split_ticket_article.rb
+def attributes_to_apply
+  attrs = selected_ticket_article.ticket.attributes
+  attrs['title'] = selected_ticket_article.subject if selected_ticket_article.subject.present?
+  attrs['body']  = body_with_form_id_urls
+  attrs.delete 'owner_id'  # Explicitly deleted
+  attrs
+  # Note: preferences are NOT included in .attributes
+end
+```
+
+#### Email Follow-up Handling (`app/models/channel/filter/follow_up_merged.rb`)
+
+Zammad has a postmaster filter that handles incoming emails to merged tickets:
+
+```ruby
+def self.run(_channel, mail, _transaction_params)
+  return if mail[:'x-zammad-ticket-id'].blank?
+
+  referenced_ticket = Ticket.find_by(id: mail[:'x-zammad-ticket-id'])
+  return if referenced_ticket.blank?
+
+  new_target_ticket = find_merge_follow_up_ticket(referenced_ticket)
+  return if new_target_ticket.blank?
+
+  mail[:'x-zammad-ticket-id'] = new_target_ticket.id
+end
+```
+
+This follows the parent link to find the active target ticket. **This only works for email** - no equivalent exists for other channels like Telegram, WhatsApp, or Signal.
+
+---
+
+## Bridge Channel Metadata Structure
+
+Our bridge channels store critical routing metadata in `ticket.preferences`:
+
+### WhatsApp
+
+```ruby
+ticket.preferences = {
+  channel_id: 123,
+  cdr_whatsapp: {
+    bot_token: "abc123",      # Identifies which bot/channel
+    chat_id: "+1234567890"    # Customer's phone number - WHERE TO SEND
+  }
+}
+```
+
+### Signal (Direct Message)
+
+```ruby
+ticket.preferences = {
+  channel_id: 456,
+  cdr_signal: {
+    bot_token: "xyz789",
+    chat_id: "+1234567890"    # Customer's phone number
+  }
+}
+```
+
+### Signal (Group)
+
+```ruby
+ticket.preferences = {
+  channel_id: 456,
+  cdr_signal: {
+    bot_token: "xyz789",
+    chat_id: "group.abc123...",     # Signal group ID
+    group_joined: true,              # Whether customer accepted invite
+    group_joined_at: "2024-01-01",
+    original_recipient: "+1234567890"
+  }
+}
+```
+
+---
+
+## How Bridge Channels Use This Metadata
+
+### Outgoing Messages
+
+The communication jobs (`CommunicateCdrWhatsappJob`, `CommunicateCdrSignalJob`) rely entirely on ticket preferences:
+
+```ruby
+# From communicate_cdr_whatsapp_job.rb
+def perform(article_id)
+  article = Ticket::Article.find(article_id)
+  ticket = Ticket.lookup(id: article.ticket_id)
+  
+  # These MUST exist or the job fails:
+  unless ticket.preferences['cdr_whatsapp']['bot_token']
+    log_error(article, "Can't find ticket.preferences['cdr_whatsapp']['bot_token']")
+  end
+  unless ticket.preferences['cdr_whatsapp']['chat_id']
+    log_error(article, "Can't find ticket.preferences['cdr_whatsapp']['chat_id']")
+  end
+  
+  channel = Channel.lookup(id: ticket.preferences['channel_id'])
+  result = channel.deliver(article)  # Uses chat_id to know where to send
+end
+```
+
+### Incoming Messages
+
+The webhook controllers look up existing tickets:
+
+**WhatsApp** (`channels_cdr_whatsapp_controller.rb`):
+```ruby
+# Find open ticket for this customer
+state_ids = Ticket::State.where(name: %w[closed merged removed]).pluck(:id)
+ticket = Ticket.where(customer_id: customer.id)
+               .where.not(state_id: state_ids)
+               .order(:updated_at).first
+```
+
+**Signal Groups** (`channels_cdr_signal_controller.rb`):
+```ruby
+# Find ticket by group ID in preferences
+ticket = Ticket.where.not(state_id: state_ids)
+               .where("preferences LIKE ?", "%channel_id: #{channel.id}%")
+               .where("preferences LIKE ?", "%chat_id: #{receiver_phone_number}%")
+               .order(updated_at: :desc)
+               .first
+```
+
+---
+
+## Problem Scenarios
+
+### Scenario 1: Merge Bridge Ticket → Non-Bridge Ticket
+
+**Setup:** Ticket A (has WhatsApp metadata) merged into Ticket B (no bridge metadata)
+
+**What happens:**
+- A's articles move to B
+- A's preferences stay on A (now in merged state)
+- B still has no bridge preferences
+
+**Result:** Agent replies on ticket B fail - no `chat_id` to send to.
+
+### Scenario 2: Merge Bridge Ticket → Different Bridge Ticket
+
+**Setup:** Ticket A (WhatsApp to +111) merged into Ticket B (WhatsApp to +222)
+
+**What happens:**
+- A's articles move to B
+- B keeps its preferences (`chat_id: +222`)
+
+**Result:** Agent replies go to +222, not to +111. Customer +111 never receives responses.
+
+### Scenario 3: Split Article from Bridge Ticket
+
+**Setup:** Split an article from Ticket A (has WhatsApp metadata) to create Ticket C
+
+**What happens:**
+- New ticket C is created with no preferences
+- C is linked to A
+
+**Result:** Agent cannot reply via WhatsApp on ticket C at all - job fails immediately.
+
+### Scenario 4: Incoming Message to Merged Ticket's Customer
+
+**Setup:** Ticket A (customer +111) was merged into B. Customer +111 sends new message.
+
+**What happens:**
+- Webhook finds customer by phone number
+- Looks for open ticket for customer
+- A is excluded (merged state)
+- Either finds B (if same customer) or creates new ticket
+
+**Result:** May work if B has same customer, but conversation context is fragmented.
+
+### Scenario 5: Signal Group Ticket Merged
+
+**Setup:** Ticket A (Signal group X) merged into Ticket B (no Signal metadata)
+
+**What happens:**
+- All group messages went to A
+- A is now merged, B has no group reference
+- New messages from group X create a new ticket (can't find existing by group ID)
+
+**Result:** Conversation splits into multiple tickets unexpectedly.
+
+---
+
+## Recommended Solutions
+
+### Option 1: Preferences Migration on Merge (Recommended)
+
+Create a concern that copies bridge channel metadata when tickets are merged:
+
+```ruby
+# app/models/ticket/merge_bridge_channel_preferences.rb
+module Ticket::MergeBridgeChannelPreferences
+  extend ActiveSupport::Concern
+
+  included do
+    after_update :migrate_bridge_preferences_on_merge
+  end
+
+  private
+
+  def migrate_bridge_preferences_on_merge
+    return unless saved_change_to_state_id?
+    return unless state.state_type.name == 'merged'
+    
+    target_ticket = find_merge_target
+    return unless target_ticket
+
+    # Copy bridge preferences if target doesn't have them
+    %w[cdr_whatsapp cdr_signal cdr_voice].each do |channel_key|
+      next unless preferences[channel_key].present?
+      next if target_ticket.preferences[channel_key].present?
+      
+      target_ticket.preferences[channel_key] = preferences[channel_key].deep_dup
+      target_ticket.preferences['channel_id'] ||= preferences['channel_id']
+    end
+    
+    target_ticket.save! if target_ticket.changed?
+  end
+
+  def find_merge_target
+    Link.list(link_object: 'Ticket', link_object_value: id)
+        .find { |l| l['link_type'] == 'parent' && l['link_object'] == 'Ticket' }
+        &.then { |l| Ticket.find_by(id: l['link_object_value']) }
+  end
+end
+```
+
+**Pros:**
+- Handles the common case (merging bridge ticket into non-bridge ticket)
+- Automatic, no agent action required
+- Non-destructive (doesn't overwrite existing preferences)
+
+**Cons:**
+- Doesn't handle case where both tickets have different bridge metadata
+- May need additional logic for conflicting preferences
+
+### Option 2: Follow-up Filter for Bridge Channels
+
+Create filters similar to `FollowUpMerged` that redirect incoming bridge messages:
+
+```ruby
+# Modify webhook controllers to check for merged tickets
+def find_active_ticket_for_customer(customer, state_ids)
+  ticket = Ticket.where(customer_id: customer.id)
+                 .where.not(state_id: state_ids)
+                 .order(:updated_at).first
+  
+  # If ticket is merged, follow parent link
+  if ticket&.state&.state_type&.name == 'merged'
+    ticket = find_merge_target(ticket) || ticket
+  end
+  
+  ticket
+end
+
+def find_merge_target(ticket)
+  Link.list(link_object: 'Ticket', link_object_value: ticket.id)
+      .filter_map do |link|
+        next if link['link_type'] != 'parent'
+        next if link['link_object'] != 'Ticket'
+        
+        Ticket.joins(state: :state_type)
+              .where.not(ticket_state_types: { name: 'merged' })
+              .find_by(id: link['link_object_value'])
+      end.first
+end
+```
+
+**Pros:**
+- Handles incoming messages to merged tickets correctly
+- Follows same pattern as Zammad's email handling
+
+**Cons:**
+- Requires modifying webhook controllers
+- Only handles incoming direction, not outgoing
+
+### Option 3: Copy Preferences on Split
+
+Modify the split form updater or add a callback to copy bridge preferences:
+
+```ruby
+# Add to ticket creation from split
+module Ticket::SplitBridgeChannelPreferences
+  extend ActiveSupport::Concern
+
+  included do
+    after_create :copy_bridge_preferences_from_source
+  end
+
+  private
+
+  def copy_bridge_preferences_from_source
+    # Find source ticket via link
+    source_link = Link.list(link_object: 'Ticket', link_object_value: id)
+                      .find { |l| l['link_type'] == 'child' }
+    return unless source_link
+    
+    source_ticket = Ticket.find_by(id: source_link['link_object_value'])
+    return unless source_ticket
+    
+    # Copy bridge preferences
+    %w[cdr_whatsapp cdr_signal cdr_voice channel_id].each do |key|
+      next unless source_ticket.preferences[key].present?
+      self.preferences[key] = source_ticket.preferences[key].deep_dup
+    end
+    
+    save! if changed?
+  end
+end
+```
+
+### Option 4: UI Warning + Manual Handling
+
+Add frontend validation to warn agents:
+
+1. Check for bridge preferences before merge/split
+2. Show warning dialog explaining implications
+3. Optionally provide UI to manually transfer channel association
+
+```typescript
+// In merge confirmation dialog
+const hasBridgeChannel = ticket.preferences?.cdr_whatsapp || 
+                          ticket.preferences?.cdr_signal;
+if (hasBridgeChannel) {
+  showWarning(
+    "This ticket uses WhatsApp/Signal messaging. " +
+    "Merging may affect message routing. " +
+    "Replies will be sent to the target ticket's contact."
+  );
+}
+```
+
+### Option 5: Multi-Channel Preferences (Long-term)
+
+Allow tickets to have multiple channel associations:
+
+```ruby
+ticket.preferences = {
+  bridge_channels: [
+    { type: 'cdr_whatsapp', chat_id: '+111...', channel_id: 1, customer_id: 100 },
+    { type: 'cdr_whatsapp', chat_id: '+222...', channel_id: 1, customer_id: 101 },
+    { type: 'cdr_signal', chat_id: 'group.xxx', channel_id: 2 }
+  ]
+}
+```
+
+This would require significant refactoring of communication jobs to handle multiple recipients.
+
+---
+
+## Signal Groups - Special Considerations
+
+Signal groups add complexity:
+
+1. **Group ID is the routing key**, not phone number
+2. **Multiple customers** might be in the same group
+3. **`group_joined` flag** tracks invite acceptance - messages can't be sent until true
+4. **Group membership changes** could affect ticket routing
+
+### Merge Rules for Signal Groups
+
+| Source Ticket | Target Ticket | Recommendation |
+|---------------|---------------|----------------|
+| Signal group A | No Signal | Copy preferences (Option 1) |
+| Signal group A | Signal group A (same) | Safe to merge |
+| Signal group A | Signal group B (different) | **Block or warn** - can't merge different group conversations |
+| Signal group A | Signal DM | **Block or warn** - different communication modes |
+
+Consider adding validation:
+
+```ruby
+def validate_signal_group_merge(source, target)
+  source_group = source.preferences.dig('cdr_signal', 'chat_id')
+  target_group = target.preferences.dig('cdr_signal', 'chat_id')
+  
+  return true if source_group.blank? || target_group.blank?
+  return true if source_group == target_group
+  
+  # Different groups - this is problematic
+  raise Exceptions::UnprocessableEntity, 
+    "Cannot merge tickets from different Signal groups"
+end
+```
+
+---
+
+## Recommended Implementation Path
+
+### Phase 1: Immediate (Low Risk)
+
+1. **Add preferences migration on merge** (Option 1)
+   - Only copies if target doesn't have existing preferences
+   - Handles most common case safely
+
+2. **Add preferences copy on split** (Option 3)
+   - New tickets get parent's channel metadata
+   - Enables replies on split tickets
+
+### Phase 2: Short-term
+
+3. **Add follow-up handling in webhooks** (Option 2)
+   - Modify webhook controllers to follow merge parent links
+   - Handles incoming messages to merged ticket's customer
+
+4. **Add UI warnings** (Option 4)
+   - Warn agents about implications
+   - Especially for conflicting metadata scenarios
+
+### Phase 3: Medium-term
+
+5. **Add merge validation for Signal groups**
+   - Block merging tickets from different groups
+   - Or add clear warning about implications
+
+6. **Add audit logging**
+   - Track when preferences are migrated
+   - Help agents understand what happened
+
+---
+
+## Files to Modify
+
+### Zammad Addon (zammad-addon-bridge)
+
+| File | Change |
+|------|--------|
+| `src/app/models/ticket/merge_bridge_channel_preferences.rb` | New - preferences migration |
+| `src/app/models/ticket/split_bridge_channel_preferences.rb` | New - preferences copy on split |
+| `src/app/controllers/channels_cdr_whatsapp_controller.rb` | Add merge follow-up handling |
+| `src/app/controllers/channels_cdr_signal_controller.rb` | Add merge follow-up handling |
+| `src/config/initializers/bridge.rb` | Include new concerns in Ticket model |
+
+### Link Frontend (optional)
+
+| File | Change |
+|------|--------|
+| Merge dialog component | Add warning for bridge tickets |
+
+---
+
+## Testing Scenarios
+
+1. Merge WhatsApp ticket → empty ticket → verify agent can reply
+2. Merge WhatsApp ticket → WhatsApp ticket (same number) → verify routing
+3. Merge WhatsApp ticket → WhatsApp ticket (different number) → verify warning/behavior
+4. Split article from WhatsApp ticket → verify new ticket has preferences
+5. Customer sends message after their ticket was merged → verify routing
+6. Merge Signal group ticket → verify group_joined flag is preserved
+7. Merge two different Signal group tickets → verify validation/warning
+
+---
+
+## References
+
+- Zammad merge implementation: `app/models/ticket.rb:330-450`
+- Zammad split implementation: `app/models/form_updater/concerns/applies_split_ticket_article.rb`
+- Zammad email follow-up filter: `app/models/channel/filter/follow_up_merged.rb`
+- Bridge WhatsApp controller: `packages/zammad-addon-bridge/src/app/controllers/channels_cdr_whatsapp_controller.rb`
+- Bridge Signal controller: `packages/zammad-addon-bridge/src/app/controllers/channels_cdr_signal_controller.rb`
+- Bridge WhatsApp job: `packages/zammad-addon-bridge/src/app/jobs/communicate_cdr_whatsapp_job.rb`
+- Bridge Signal job: `packages/zammad-addon-bridge/src/app/jobs/communicate_cdr_signal_job.rb`

docs/ticket-field-propagation-design.md

@@ -0,0 +1,906 @@
+# Ticket Field Propagation System
+
+## Overview
+
+A configurable system for copying/syncing fields between related tickets (parent/child, merged, linked). This addresses the bridge channel preferences problem while providing a general-purpose solution for custom fields.
+
+## Problem Statement
+
+Zammad creates relationships between tickets through:
+- **Split**: Creates child ticket from parent's article
+- **Merge**: Source ticket becomes child of target (merged state)
+- **Manual linking**: Agents can link tickets as parent/child or related
+
+Currently, no field values are propagated across these relationships except basic attributes on split. This causes issues when:
+- Bridge channel metadata needs to follow the conversation
+- Custom fields (account ID, region, priority score) should be inherited
+- Parent ticket context should flow to children (or vice versa)
+
+## Use Cases
+
+### Use Case 1: Bridge Channel Inheritance (Immediate Need)
+When a ticket is split or merged, the bridge channel metadata (`preferences.cdr_whatsapp`, `preferences.cdr_signal`) should be copied so agents can reply via the same channel.
+
+### Use Case 2: Custom Field Inheritance
+Organization uses custom fields like `account_tier`, `region`, `contract_id`. When splitting a ticket, the child should inherit these values.
+
+### Use Case 3: Escalation Propagation
+When a child ticket is escalated (custom `escalation_level` field), the parent should be updated to reflect this.
+
+### Use Case 4: SLA Context
+Parent ticket has SLA deadline. Child tickets should inherit or reference this deadline.
+
+### Use Case 5: Bulk Operations
+When updating a parent ticket's category, optionally cascade to all children.
+
+---
+
+## Design
+
+### Terminology
+
+| Term | Definition |
+|------|------------|
+| **Source** | The ticket providing the field value |
+| **Target** | The ticket receiving the field value |
+| **Direction** | Which way data flows (parent→child, child→parent, source→target on merge) |
+| **Trigger** | The event that initiates propagation (split, merge, update, link_create) |
+| **Condition** | When to apply the copy (always, if_empty, if_greater, custom) |
+| **Field Path** | Dot-notation path to the field (`preferences.cdr_whatsapp.chat_id`) |
+
+### Field Types
+
+The system must handle different field storage mechanisms:
+
+```ruby
+# 1. Standard ticket attributes
+ticket.group_id
+ticket.priority_id
+ticket.organization_id
+
+# 2. Preferences hash (nested)
+ticket.preferences['channel_id']
+ticket.preferences['cdr_whatsapp']['chat_id']
+ticket.preferences['cdr_signal']['group_joined']
+
+# 3. Custom object attributes (Zammad ObjectManager)
+ticket.custom_account_id      # Added via Admin → Objects → Ticket
+ticket.custom_region
+ticket.custom_escalation_level
+
+# 4. Tags (special handling)
+ticket.tag_list  # Array of strings
+```
+
+### Configuration Schema
+
+```ruby
+# Stored in Setting or dedicated table
+TicketFieldPropagation.configure do |config|
+  
+  # Define field groups for convenience
+  config.field_group :bridge_channel, [
+    'preferences.channel_id',
+    'preferences.cdr_whatsapp',      # Copies entire hash
+    'preferences.cdr_signal',
+    'preferences.cdr_voice'
+  ]
+  
+  config.field_group :customer_context, [
+    'organization_id',
+    'custom_account_id',
+    'custom_region',
+    'custom_contract_id'
+  ]
+  
+  config.field_group :sla_context, [
+    'custom_sla_deadline',
+    'custom_escalation_level'
+  ]
+  
+  # Define propagation rules
+  
+  # Bridge preferences: copy to child on split if child doesn't have them
+  config.rule :bridge_on_split do |r|
+    r.fields        :bridge_channel
+    r.trigger       :split
+    r.direction     :parent_to_child
+    r.condition     :if_target_empty
+    r.timing        :immediate
+  end
+  
+  # Bridge preferences: copy to target on merge if target doesn't have them
+  config.rule :bridge_on_merge do |r|
+    r.fields        :bridge_channel
+    r.trigger       :merge
+    r.direction     :source_to_target
+    r.condition     :if_target_empty
+    r.timing        :immediate
+  end
+  
+  # Customer context: always copy to child on split
+  config.rule :customer_context_on_split do |r|
+    r.fields        :customer_context
+    r.trigger       :split
+    r.direction     :parent_to_child
+    r.condition     :always
+    r.timing        :immediate
+  end
+  
+  # Escalation: propagate highest level to parent
+  config.rule :escalation_to_parent do |r|
+    r.fields        ['custom_escalation_level']
+    r.trigger       :update
+    r.direction     :child_to_parent
+    r.condition     :if_greater
+    r.timing        :deferred  # Use job queue
+  end
+  
+  # Manual sync: allow agent to trigger full sync
+  config.rule :manual_sync do |r|
+    r.fields        [:customer_context, :sla_context]
+    r.trigger       :manual
+    r.direction     :parent_to_children  # All children
+    r.condition     :always
+    r.timing        :immediate
+  end
+end
+```
+
+### Alternative: JSON Configuration
+
+For storage in Zammad's `Setting` table:
+
+```json
+{
+  "field_groups": {
+    "bridge_channel": [
+      "preferences.channel_id",
+      "preferences.cdr_whatsapp",
+      "preferences.cdr_signal"
+    ],
+    "customer_context": [
+      "organization_id",
+      "custom_account_id",
+      "custom_region"
+    ]
+  },
+  "rules": [
+    {
+      "name": "bridge_on_split",
+      "fields": ["@bridge_channel"],
+      "trigger": "split",
+      "direction": "parent_to_child",
+      "condition": "if_target_empty",
+      "enabled": true
+    },
+    {
+      "name": "bridge_on_merge", 
+      "fields": ["@bridge_channel"],
+      "trigger": "merge",
+      "direction": "source_to_target",
+      "condition": "if_target_empty",
+      "enabled": true
+    },
+    {
+      "name": "customer_context_inherit",
+      "fields": ["@customer_context"],
+      "trigger": "split",
+      "direction": "parent_to_child",
+      "condition": "always",
+      "enabled": true
+    }
+  ]
+}
+```
+
+---
+
+## Architecture
+
+### Components
+
+```
+┌─────────────────────────────────────────────────────────────────┐
+│                    TicketFieldPropagation                       │
+├─────────────────────────────────────────────────────────────────┤
+│                                                                 │
+│  ┌──────────────┐    ┌──────────────┐    ┌──────────────────┐  │
+│  │ Configuration│    │    Engine    │    │   FieldAccessor  │  │
+│  │              │───▶│              │───▶│                  │  │
+│  │ - field_groups    │ - execute()  │    │ - get(path)      │  │
+│  │ - rules      │    │ - apply_rule │    │ - set(path, val) │  │
+│  │ - load/save  │    │ - find_related    │ - deep_merge     │  │
+│  └──────────────┘    └──────────────┘    └──────────────────┘  │
+│                             │                                   │
+│                             ▼                                   │
+│  ┌──────────────────────────────────────────────────────────┐  │
+│  │                    RelationshipFinder                     │  │
+│  │                                                           │  │
+│  │  - find_parent(ticket)                                    │  │
+│  │  - find_children(ticket)                                  │  │
+│  │  - find_merge_target(ticket)                              │  │
+│  │  - find_merge_source(ticket)                              │  │
+│  └──────────────────────────────────────────────────────────┘  │
+│                                                                 │
+└─────────────────────────────────────────────────────────────────┘
+                              │
+                              ▼
+┌─────────────────────────────────────────────────────────────────┐
+│                         Triggers                                │
+├─────────────────────────────────────────────────────────────────┤
+│                                                                 │
+│  ┌────────────────┐  ┌────────────────┐  ┌─────────────────┐   │
+│  │ Ticket Concern │  │ Transaction    │  │ Manual API      │   │
+│  │                │  │ Observer       │  │ Endpoint        │   │
+│  │ after_create   │  │                │  │                 │   │
+│  │ after_update   │  │ on merge event │  │ POST /tickets/  │   │
+│  │ after_save     │  │ on split event │  │   :id/propagate │   │
+│  └────────────────┘  └────────────────┘  └─────────────────┘   │
+│                                                                 │
+└─────────────────────────────────────────────────────────────────┘
+```
+
+### Class Design
+
+```ruby
+# lib/ticket_field_propagation/configuration.rb
+module TicketFieldPropagation
+  class Configuration
+    attr_accessor :field_groups, :rules
+    
+    def self.load
+      # Load from Setting table or YAML
+    end
+    
+    def field_group(name, fields)
+      @field_groups[name] = fields
+    end
+    
+    def rule(name, &block)
+      rule = Rule.new(name)
+      block.call(rule)
+      @rules << rule
+    end
+    
+    def expand_fields(field_refs)
+      # Expand @group_name references to actual field list
+      field_refs.flat_map do |ref|
+        if ref.start_with?('@')
+          @field_groups[ref[1..].to_sym] || []
+        else
+          [ref]
+        end
+      end
+    end
+  end
+  
+  class Rule
+    attr_accessor :name, :fields, :trigger, :direction, :condition, :timing
+    
+    def initialize(name)
+      @name = name
+      @timing = :immediate
+      @condition = :always
+    end
+    
+    def applies_to?(event_type)
+      @trigger == event_type || (@trigger.is_a?(Array) && @trigger.include?(event_type))
+    end
+  end
+end
+```
+
+```ruby
+# lib/ticket_field_propagation/engine.rb
+module TicketFieldPropagation
+  class Engine
+    def initialize(source_ticket, event_type, target_ticket: nil)
+      @source = source_ticket
+      @event = event_type
+      @explicit_target = target_ticket
+      @config = Configuration.load
+    end
+    
+    def execute
+      applicable_rules.each do |rule|
+        if rule.timing == :deferred
+          PropagationJob.perform_later(@source.id, rule.name)
+        else
+          apply_rule(rule)
+        end
+      end
+    end
+    
+    private
+    
+    def applicable_rules
+      @config.rules.select { |r| r.applies_to?(@event) && r.enabled }
+    end
+    
+    def apply_rule(rule)
+      targets = find_targets(rule.direction)
+      fields = @config.expand_fields(rule.fields)
+      
+      targets.each do |target|
+        source = determine_source(rule.direction, target)
+        PropagationResult.log(@source, target, rule)
+        
+        fields.each do |field_path|
+          copy_field(source, target, field_path, rule.condition)
+        end
+        
+        target.save! if target.changed?
+      end
+    end
+    
+    def find_targets(direction)
+      case direction
+      when :parent_to_child, :parent_to_children
+        RelationshipFinder.find_children(@source)
+      when :child_to_parent
+        [RelationshipFinder.find_parent(@source)].compact
+      when :source_to_target
+        [@explicit_target || RelationshipFinder.find_merge_target(@source)].compact
+      else
+        []
+      end
+    end
+    
+    def determine_source(direction, target)
+      case direction
+      when :parent_to_child, :parent_to_children, :source_to_target
+        @source
+      when :child_to_parent
+        target  # We're copying FROM child TO parent, so target is source here
+        # Wait, this is confusing. Let me reconsider...
+        @source  # The ticket that triggered the event is the source
+      end
+    end
+    
+    def copy_field(source, target, field_path, condition)
+      source_value = FieldAccessor.get(source, field_path)
+      return if source_value.nil?
+      
+      target_value = FieldAccessor.get(target, field_path)
+      
+      case condition
+      when :if_target_empty
+        return if target_value.present?
+      when :if_greater
+        return if target_value.present? && target_value >= source_value
+      when :always
+        # proceed
+      end
+      
+      FieldAccessor.set(target, field_path, source_value)
+    end
+  end
+end
+```
+
+```ruby
+# lib/ticket_field_propagation/field_accessor.rb
+module TicketFieldPropagation
+  class FieldAccessor
+    class << self
+      def get(ticket, field_path)
+        parts = field_path.split('.')
+        
+        value = ticket
+        parts.each do |part|
+          value = access_part(value, part)
+          return nil if value.nil?
+        end
+        
+        # Deep dup hashes to prevent mutation
+        value.is_a?(Hash) ? value.deep_dup : value
+      end
+      
+      def set(ticket, field_path, value)
+        parts = field_path.split('.')
+        
+        if parts.length == 1
+          # Direct attribute
+          set_attribute(ticket, parts[0], value)
+        else
+          # Nested in preferences or similar
+          set_nested(ticket, parts, value)
+        end
+      end
+      
+      private
+      
+      def access_part(object, part)
+        if object.is_a?(Hash)
+          object[part] || object[part.to_sym]
+        elsif object.respond_to?(part)
+          object.send(part)
+        elsif object.respond_to?(:[])
+          object[part]
+        else
+          nil
+        end
+      end
+      
+      def set_attribute(ticket, attr_name, value)
+        if ticket.respond_to?("#{attr_name}=")
+          ticket.send("#{attr_name}=", value)
+        else
+          raise ArgumentError, "Unknown attribute: #{attr_name}"
+        end
+      end
+      
+      def set_nested(ticket, parts, value)
+        # e.g., ['preferences', 'cdr_whatsapp']
+        root = parts[0]
+        
+        if root == 'preferences'
+          ticket.preferences ||= {}
+          set_hash_path(ticket.preferences, parts[1..], value)
+        else
+          raise ArgumentError, "Unsupported nested path root: #{root}"
+        end
+      end
+      
+      def set_hash_path(hash, remaining_parts, value)
+        if remaining_parts.length == 1
+          key = remaining_parts[0]
+          if value.is_a?(Hash) && hash[key].is_a?(Hash)
+            # Deep merge for hash values
+            hash[key] = hash[key].deep_merge(value)
+          else
+            hash[key] = value
+          end
+        else
+          key = remaining_parts[0]
+          hash[key] ||= {}
+          set_hash_path(hash[key], remaining_parts[1..], value)
+        end
+      end
+    end
+  end
+end
+```
+
+```ruby
+# lib/ticket_field_propagation/relationship_finder.rb
+module TicketFieldPropagation
+  class RelationshipFinder
+    class << self
+      def find_parent(ticket)
+        # In Zammad links: parent ticket has link_type 'child' pointing to it
+        # Wait, need to verify Zammad's link semantics...
+        # 
+        # From merge: source ticket gets a 'parent' link pointing TO target
+        # Link.add(link_type: 'parent', source: target_id, target: source_id)
+        #
+        # So to find parent of a ticket, look for 'parent' links where
+        # this ticket is the target (link_object_target_value)
+        
+        links = Link.list(
+          link_object: 'Ticket',
+          link_object_value: ticket.id
+        )
+        
+        parent_link = links.find { |l| l['link_type'] == 'parent' }
+        return nil unless parent_link
+        
+        Ticket.find_by(id: parent_link['link_object_value'])
+      end
+      
+      def find_children(ticket)
+        links = Link.list(
+          link_object: 'Ticket',
+          link_object_value: ticket.id
+        )
+        
+        child_links = links.select { |l| l['link_type'] == 'child' }
+        child_ids = child_links.map { |l| l['link_object_value'] }
+        
+        Ticket.where(id: child_ids).to_a
+      end
+      
+      def find_merge_target(ticket)
+        # Merged ticket has 'parent' link to target
+        return nil unless ticket.state.state_type.name == 'merged'
+        find_parent(ticket)
+      end
+      
+      def find_merge_sources(ticket)
+        # Find tickets that were merged into this one
+        links = Link.list(
+          link_object: 'Ticket',
+          link_object_value: ticket.id
+        )
+        
+        # Look for child links where the child is in merged state
+        child_links = links.select { |l| l['link_type'] == 'child' }
+        
+        child_links.filter_map do |link|
+          child = Ticket.find_by(id: link['link_object_value'])
+          child if child&.state&.state_type&.name == 'merged'
+        end
+      end
+    end
+  end
+end
+```
+
+### Integration Points
+
+#### 1. Ticket Concern (for create/update triggers)
+
+```ruby
+# app/models/ticket/field_propagation.rb
+module Ticket::FieldPropagation
+  extend ActiveSupport::Concern
+  
+  included do
+    after_create :trigger_propagation_on_create
+    after_update :trigger_propagation_on_update
+  end
+  
+  private
+  
+  def trigger_propagation_on_create
+    # Check if this is a split (has parent link created simultaneously)
+    # This is tricky because link might be created after ticket...
+    # May need to hook into Link.add instead
+  end
+  
+  def trigger_propagation_on_update
+    return unless saved_change_to_attribute?(:state_id)
+    
+    if state.state_type.name == 'merged'
+      TicketFieldPropagation::Engine.new(self, :merge).execute
+    end
+  end
+end
+```
+
+#### 2. Transaction Observer (for merge/split events)
+
+```ruby
+# app/models/transaction/ticket_field_propagation.rb
+class Transaction::TicketFieldPropagation
+  def self.execute(object, type, _changes, user_id, _options)
+    return unless object.is_a?(Ticket)
+    
+    case type
+    when 'update.merged_into'
+      # Source ticket was merged - propagate to target
+      target = TicketFieldPropagation::RelationshipFinder.find_merge_target(object)
+      TicketFieldPropagation::Engine.new(object, :merge, target_ticket: target).execute
+      
+    when 'update.received_merge'
+      # Target ticket received a merge - could trigger reverse propagation if needed
+      
+    when 'create'
+      # Check if this is from a split (check for immediate parent link)
+      parent = TicketFieldPropagation::RelationshipFinder.find_parent(object)
+      if parent.present?
+        TicketFieldPropagation::Engine.new(parent, :split, target_ticket: object).execute
+      end
+    end
+  end
+end
+```
+
+#### 3. Manual API Endpoint
+
+```ruby
+# app/controllers/ticket_field_propagation_controller.rb
+class TicketFieldPropagationController < ApplicationController
+  before_action :authenticate_and_authorize
+  
+  # POST /api/v1/tickets/:id/propagate
+  def propagate
+    ticket = Ticket.find(params[:id])
+    direction = params[:direction] || 'to_children'
+    fields = params[:fields] || 'all'
+    
+    case direction
+    when 'to_children'
+      engine = TicketFieldPropagation::Engine.new(ticket, :manual)
+      engine.execute_for_fields(fields, direction: :parent_to_children)
+    when 'from_parent'
+      parent = TicketFieldPropagation::RelationshipFinder.find_parent(ticket)
+      return render json: { error: 'No parent ticket' }, status: :not_found unless parent
+      
+      engine = TicketFieldPropagation::Engine.new(parent, :manual, target_ticket: ticket)
+      engine.execute_for_fields(fields, direction: :parent_to_child)
+    end
+    
+    render json: { success: true }
+  end
+  
+  # GET /api/v1/tickets/:id/propagation_preview
+  def preview
+    # Show what would be copied without doing it
+  end
+end
+```
+
+---
+
+## Handling Edge Cases
+
+### 1. Circular Reference Prevention
+
+```ruby
+class Engine
+  MAX_DEPTH = 5
+  
+  def execute(depth: 0)
+    return if depth >= MAX_DEPTH
+    
+    # Track processed tickets in this chain
+    Thread.current[:propagation_chain] ||= Set.new
+    return if Thread.current[:propagation_chain].include?(@source.id)
+    
+    Thread.current[:propagation_chain].add(@source.id)
+    
+    begin
+      # ... execute rules
+    ensure
+      Thread.current[:propagation_chain].delete(@source.id)
+    end
+  end
+end
+```
+
+### 2. Conflicting Values on Merge
+
+When both source and target have values, the default is "don't overwrite" (`if_target_empty`). But we could support strategies:
+
+```ruby
+config.rule :merge_preferences do |r|
+  r.fields      ['preferences.cdr_whatsapp']
+  r.trigger     :merge
+  r.direction   :source_to_target
+  r.condition   :merge_hash  # Deep merge instead of replace
+end
+```
+
+Or with explicit conflict resolution:
+
+```ruby
+r.on_conflict do |source_val, target_val, field|
+  case field
+  when /escalation/
+    [source_val, target_val].max
+  when /preferences\.cdr_/
+    target_val.presence || source_val  # Keep target if present
+  else
+    source_val  # Default: source wins
+  end
+end
+```
+
+### 3. Multiple Bridge Channels
+
+If source has WhatsApp and target has Signal, we might want both:
+
+```ruby
+# Current behavior with if_target_empty:
+# - Source: {cdr_whatsapp: {...}}
+# - Target: {cdr_signal: {...}}
+# - Result: Target keeps cdr_signal, gains cdr_whatsapp (both present)
+
+# This works because we check per-field, not per-category
+```
+
+### 4. Signal Group Merge Validation
+
+Special case: don't allow merging tickets from different Signal groups:
+
+```ruby
+config.rule :validate_signal_merge do |r|
+  r.trigger    :merge
+  r.validator  ->(source, target) {
+    source_group = source.preferences.dig('cdr_signal', 'chat_id')
+    target_group = target.preferences.dig('cdr_signal', 'chat_id')
+    
+    # OK if either doesn't have signal, or same group
+    return true if source_group.blank? || target_group.blank?
+    return true if source_group == target_group
+    
+    # Different groups - block the merge
+    raise Exceptions::UnprocessableEntity,
+      "Cannot merge tickets from different Signal groups"
+  }
+end
+```
+
+---
+
+## Audit Trail
+
+Track what was propagated for debugging and transparency:
+
+```ruby
+# app/models/ticket_field_propagation_log.rb
+class TicketFieldPropagationLog < ApplicationRecord
+  belongs_to :source_ticket, class_name: 'Ticket'
+  belongs_to :target_ticket, class_name: 'Ticket'
+  
+  # Columns:
+  # - source_ticket_id
+  # - target_ticket_id
+  # - rule_name
+  # - field_path
+  # - old_value (serialized)
+  # - new_value (serialized)
+  # - trigger_event
+  # - created_by_id
+  # - created_at
+end
+```
+
+Or simpler: add to ticket history:
+
+```ruby
+target_ticket.history_log(
+  'field_propagated',
+  UserInfo.current_user_id,
+  value_from: source_ticket.id,
+  value_to: { field: field_path, value: new_value.to_s.truncate(100) }
+)
+```
+
+---
+
+## Configuration UI (Future)
+
+Admin interface at Settings → Ticket → Field Propagation:
+
+```
+┌─────────────────────────────────────────────────────────────────┐
+│ Field Propagation Rules                                    [+Add]│
+├─────────────────────────────────────────────────────────────────┤
+│                                                                 │
+│ ┌─────────────────────────────────────────────────────────────┐ │
+│ │ [✓] Bridge Channel on Split                          [Edit] │ │
+│ │     Copy: preferences.cdr_whatsapp, preferences.cdr_signal  │ │
+│ │     When: Ticket is split                                   │ │
+│ │     Direction: Parent → Child                               │ │
+│ │     Condition: Only if child field is empty                 │ │
+│ └─────────────────────────────────────────────────────────────┘ │
+│                                                                 │
+│ ┌─────────────────────────────────────────────────────────────┐ │
+│ │ [✓] Bridge Channel on Merge                          [Edit] │ │
+│ │     Copy: preferences.cdr_whatsapp, preferences.cdr_signal  │ │
+│ │     When: Ticket is merged                                  │ │
+│ │     Direction: Source → Target                              │ │
+│ │     Condition: Only if target field is empty                │ │
+│ └─────────────────────────────────────────────────────────────┘ │
+│                                                                 │
+│ ┌─────────────────────────────────────────────────────────────┐ │
+│ │ [ ] Customer Context Inheritance                     [Edit] │ │
+│ │     Copy: organization_id, custom_account_id, custom_region │ │
+│ │     When: Ticket is split                                   │ │
+│ │     Direction: Parent → Child                               │ │
+│ │     Condition: Always                                       │ │
+│ └─────────────────────────────────────────────────────────────┘ │
+│                                                                 │
+└─────────────────────────────────────────────────────────────────┘
+```
+
+---
+
+## Default Configuration
+
+Out-of-the-box settings that solve the bridge preferences problem:
+
+```json
+{
+  "field_groups": {
+    "bridge_channel": [
+      "preferences.channel_id",
+      "preferences.cdr_whatsapp",
+      "preferences.cdr_signal",
+      "preferences.cdr_voice"
+    ]
+  },
+  "rules": [
+    {
+      "name": "bridge_on_split",
+      "description": "Copy bridge channel info when splitting tickets",
+      "fields": ["@bridge_channel"],
+      "trigger": "split",
+      "direction": "parent_to_child",
+      "condition": "if_target_empty",
+      "enabled": true
+    },
+    {
+      "name": "bridge_on_merge",
+      "description": "Copy bridge channel info when merging tickets",
+      "fields": ["@bridge_channel"],
+      "trigger": "merge",
+      "direction": "source_to_target",
+      "condition": "if_target_empty",
+      "enabled": true
+    }
+  ]
+}
+```
+
+---
+
+## Implementation Phases
+
+### Phase 1: Core Engine (Solves Bridge Problem)
+- FieldAccessor with dot-notation support
+- RelationshipFinder for parent/child/merge relationships
+- Engine with basic rule processing
+- Hardcoded rules for bridge channel propagation
+- Integration with Ticket merge (via concern or observer)
+
+### Phase 2: Configuration System
+- JSON configuration in Setting table
+- Field groups support
+- Multiple condition types (if_empty, always, if_greater)
+- Deferred execution via jobs
+
+### Phase 3: Split Integration
+- Hook into ticket split workflow
+- Detect parent relationship after split
+- Apply split rules
+
+### Phase 4: Manual Triggers
+- API endpoint for manual propagation
+- Preview endpoint
+- Audit logging
+
+### Phase 5: Admin UI
+- Configuration interface in Zammad admin
+- Visual rule builder
+- Field picker for custom object attributes
+
+### Phase 6: Advanced Features
+- Bidirectional sync
+- Conflict resolution strategies
+- Cascading updates
+- Validation rules (like Signal group merge prevention)
+
+---
+
+## Files to Create
+
+```
+packages/zammad-addon-bridge/src/
+├── lib/
+│   └── ticket_field_propagation/
+│       ├── configuration.rb
+│       ├── engine.rb
+│       ├── field_accessor.rb
+│       ├── relationship_finder.rb
+│       └── propagation_job.rb
+├── app/
+│   ├── models/
+│   │   └── ticket/
+│   │       └── field_propagation.rb    # Concern
+│   └── controllers/
+│       └── ticket_field_propagation_controller.rb
+├── config/
+│   └── initializers/
+│       └── ticket_field_propagation.rb # Default config & include concern
+└── db/
+    └── seeds/
+        └── field_propagation_settings.rb
+```
+
+---
+
+## Relationship to Bridge Preferences Problem
+
+The bridge preferences problem from the previous investigation is solved by:
+
+1. **Default rule `bridge_on_merge`**: Copies `preferences.cdr_whatsapp` and `preferences.cdr_signal` from source to target when tickets are merged, if target doesn't already have them.
+
+2. **Default rule `bridge_on_split`**: Copies the same preferences from parent to child when tickets are split.
+
+3. **Extensibility**: Additional custom fields can be added to propagation rules without code changes.
+
+This makes the field propagation system a superset solution that handles the immediate bridge problem while providing a framework for future field synchronization needs.

package.json

@@ -1,6 +1,6 @@
 {
   "name": "@link-stack",
-  "version": "3.3.5",
+  "version": "3.5.0-beta.1",
   "description": "Link from the Center for Digital Resilience",
   "scripts": {
     "dev": "dotenv -- turbo dev",

packages/bridge-common/package.json

@@ -1,6 +1,6 @@
 {
   "name": "@link-stack/bridge-common",
-  "version": "3.3.5",
+  "version": "3.5.0-beta.1",
   "main": "build/main/index.js",
   "type": "module",
   "author": "Darren Clarke <darren@redaranj.com>",

packages/bridge-ui/package.json

@@ -1,6 +1,6 @@
 {
   "name": "@link-stack/bridge-ui",
-  "version": "3.3.5",
+  "version": "3.5.0-beta.1",
   "scripts": {
     "build": "tsc -p tsconfig.json"
   },

packages/eslint-config/package.json

@@ -1,6 +1,6 @@
 {
   "name": "@link-stack/eslint-config",
-  "version": "3.3.5",
+  "version": "3.5.0-beta.1",
   "description": "amigo's eslint config",
   "main": "index.js",
   "author": "Abel Luck <abel@guardianproject.info>",

packages/jest-config/package.json

@@ -1,6 +1,6 @@
 {
   "name": "@link-stack/jest-config",
-  "version": "3.3.5",
+  "version": "3.5.0-beta.1",
   "description": "",
   "main": "index.js",
   "author": "Abel Luck <abel@guardianproject.info>",

packages/logger/package.json

@@ -1,6 +1,6 @@
 {
   "name": "@link-stack/logger",
-  "version": "3.3.5",
+  "version": "3.5.0-beta.1",
   "description": "Shared logging utility for Link Stack monorepo",
   "main": "./dist/index.js",
   "module": "./dist/index.mjs",

packages/signal-api/package.json

@@ -1,6 +1,6 @@
 {
   "name": "@link-stack/signal-api",
-  "version": "3.3.5",
+  "version": "3.5.0-beta.1",
   "type": "module",
   "main": "build/index.js",
   "exports": {

packages/typescript-config/package.json

@@ -1,6 +1,6 @@
 {
   "name": "@link-stack/typescript-config",
-  "version": "3.3.5",
+  "version": "3.5.0-beta.1",
   "description": "Shared TypeScript config",
   "license": "AGPL-3.0-or-later",
   "author": "Abel Luck <abel@guardianproject.info>",

packages/ui/package.json

@@ -1,6 +1,6 @@
 {
   "name": "@link-stack/ui",
-  "version": "3.3.5",
+  "version": "3.5.0-beta.1",
   "description": "",
   "scripts": {
     "build": "tsc -p tsconfig.json"

packages/zammad-addon-bridge/package.json

@@ -1,7 +1,7 @@
 {
   "name": "@link-stack/zammad-addon-bridge",
   "displayName": "Bridge",
-  "version": "3.3.5",
+  "version": "3.5.0-beta.1",
   "description": "An addon that adds CDR Bridge channels to Zammad.",
   "scripts": {
     "build": "node '../zammad-addon-common/dist/build.js'",

packages/zammad-addon-bridge/src/app/assets/javascripts/app/controllers/_channel/cdr_signal.coffee

@@ -7,6 +7,8 @@ class ChannelCdrSignal extends App.ControllerSubContent
     'click .js-disable': 'disable'
     'click .js-enable':  'enable'
     'click .js-rotate-token': 'rotateToken'
+    'click .js-set-notification': 'setNotification'
+    'click .js-unset-notification': 'unsetNotification'
 
   constructor: ->
     super
@@ -41,6 +43,8 @@ class ChannelCdrSignal extends App.ControllerSubContent
       channels.push channel
     @html App.view('cdr_signal/index')(
       channels: channels
+      notificationEnabled: data.notification_enabled
+      notificationChannelId: data.notification_channel_id
     )
 
   new: (e) =>
@@ -124,6 +128,31 @@ class ChannelCdrSignal extends App.ControllerSubContent
         @load()
     )
 
+  setNotification: (e) =>
+    e.preventDefault()
+    id   = $(e.target).closest('.action').data('id')
+    @ajax(
+      id:   'cdr_signal_set_notification'
+      type: 'POST'
+      url:  "#{@apiPath}/channels_cdr_signal_set_notification"
+      data: JSON.stringify(id: id)
+      processData: true
+      success: =>
+        @load()
+    )
+
+  unsetNotification: (e) =>
+    e.preventDefault()
+    @ajax(
+      id:   'cdr_signal_unset_notification'
+      type: 'POST'
+      url:  "#{@apiPath}/channels_cdr_signal_unset_notification"
+      data: JSON.stringify({})
+      processData: true
+      success: =>
+        @load()
+    )
+
 class FormAdd extends App.ControllerModal
   head: 'Add Web Form'
   shown: true

packages/zammad-addon-bridge/src/app/assets/javascripts/app/controllers/_profile/notification.coffee

@@ -0,0 +1,220 @@
+class ProfileNotification extends App.ControllerSubContent
+  @include App.TicketNotificationMatrix
+
+  @requiredPermission: 'user_preferences.notifications+ticket.agent'
+  header: __('Notifications')
+  events:
+    'submit form':                                              'update'
+    'click .js-reset' :                                         'reset'
+    'change .js-notificationSound':                             'previewSound'
+    'change #profile-groups-limit':                             'didSwitchGroupsLimit'
+    'change input[name=group_ids]':                             'didChangeGroupIds'
+    'change input[name$=".channel.signal"]':                    'didChangeSignalCheckbox'
+
+  elements:
+    '#profile-groups-limit':                'profileGroupsLimitInput'
+    '.profile-groups-limit-settings-inner': 'groupsLimitSettings'
+    '.profile-groups-all-unchecked':        'groupsAllUncheckedWarning'
+
+  sounds: [
+    {
+      name: 'Bell'
+      file: 'Bell.mp3'
+    },
+    {
+      name: 'Kalimba'
+      file: 'Kalimba.mp3'
+    },
+    {
+      name: 'Marimba'
+      file: 'Marimba.mp3'
+    },
+    {
+      name: 'Peep'
+      file: 'Peep.mp3'
+    },
+    {
+      name: 'Plop'
+      file: 'Plop.mp3'
+    },
+    {
+      name: 'Ring'
+      file: 'Ring.mp3'
+    },
+    {
+      name: 'Space'
+      file: 'Space.mp3'
+    },
+    {
+      name: 'Wood'
+      file: 'Wood.mp3'
+    },
+    {
+      name: 'Xylo'
+      file: 'Xylo.mp3'
+    }
+  ]
+
+  constructor: ->
+    super
+    App.User.full(App.Session.get().id, @render, true, true)
+
+  render: =>
+
+    matrix =
+      create:
+        name: __('New Ticket')
+      update:
+        name: __('Ticket update')
+      reminder_reached:
+        name: __('Ticket reminder reached')
+      escalation:
+        name: __('Ticket escalation')
+
+    config =
+      group_ids: []
+      matrix: {}
+
+    user_config = @Session.get('preferences').notification_config
+    if user_config
+      config = $.extend(true, {}, config, user_config)
+
+    # groups
+    user_group_config = true
+    if !user_config || !user_config['group_ids'] || _.isEmpty(user_config['group_ids']) || user_config['group_ids'][0] is '-'
+      user_group_config = false
+
+    groups = []
+    group_ids = App.User.find(@Session.get('id')).allGroupIds()
+    if group_ids
+      for group_id in group_ids
+        group = App.Group.find(group_id)
+        groups.push group
+        if !user_group_config
+          if !config['group_ids']
+            config['group_ids'] = []
+          config['group_ids'].push group_id.toString()
+
+    groups = _.sortBy(groups, (item) -> return item.name)
+
+    for sound in @sounds
+      sound.selected = sound.file is App.OnlineNotification.soundFile() ? true : false
+
+    signal_notification_enabled = App.Config.get('signal_notification_enabled')
+
+    signal_uid = config.signal_uid || ''
+
+    # Check if any signal checkbox is currently checked in the matrix
+    signal_has_checked = false
+    if signal_notification_enabled
+      for key, val of config.matrix
+        if val?.channel?.signal
+          signal_has_checked = true
+          break
+
+    @html App.view('profile/notification')
+      matrixTableHTML: @renderNotificationMatrix(config.matrix)
+      groups: groups
+      config: config
+      sounds: @sounds
+      notificationSoundEnabled: App.OnlineNotification.soundEnabled()
+      user_group_config:        user_group_config
+      signal_notification_enabled: signal_notification_enabled
+      signal_uid:               signal_uid
+      signal_has_checked:       signal_has_checked
+
+  update: (e) =>
+
+    #notification_config
+    e.preventDefault()
+    params = {}
+    params.notification_config = {}
+
+    formParams = @formParam(e.target)
+
+    params.notification_config.matrix = @updatedNotificationMatrixValues(formParams)
+
+    if formParams.signal_uid?
+      params.notification_config.signal_uid = formParams.signal_uid
+
+    if @profileGroupsLimitInput.is(':checked')
+      params.notification_config.group_ids = formParams['group_ids']
+      if typeof params.notification_config.group_ids isnt 'object'
+        params.notification_config.group_ids = [params.notification_config.group_ids]
+
+      if _.isEmpty(params.notification_config.group_ids)
+        delete params.notification_config.group_ids
+
+    @formDisable(e)
+
+    params.notification_sound = formParams.notification_sound
+    if !params.notification_sound.enabled
+      params.notification_sound.enabled = false
+    else
+      params.notification_sound.enabled = true
+
+    # get data
+    @ajax(
+      id:          'preferences'
+      type:        'PUT'
+      url:         @apiPath + '/users/preferences'
+      data:        JSON.stringify(params)
+      processData: true
+      success:     @success
+      error:       @error
+    )
+
+  reset: (e) =>
+    new App.ControllerConfirm(
+      message:     __('Are you sure? Your notifications settings will be reset to default.')
+      buttonClass: 'btn--danger'
+      callback: =>
+        @ajax(
+          id:          'preferences_notifications_reset'
+          type:        'POST'
+          url:         "#{@apiPath}/users/preferences_notifications_reset"
+          processData: true
+          success:     @success
+        )
+      container: @el.closest('.content')
+    )
+
+
+  success: (data, status, xhr) =>
+    App.User.full(
+      App.Session.get('id'),
+      =>
+        App.Event.trigger('ui:rerender')
+        @notify(
+          type: 'success'
+          msg:  __('Update successful.')
+        )
+      ,
+      true
+    )
+
+  error: (xhr, status, error) =>
+    @render()
+    data = JSON.parse(xhr.responseText)
+    @notify(
+      type: 'error'
+      msg:  data.message
+    )
+
+  previewSound: (e) =>
+    params = @formParam(e.target)
+    return if !params.notification_sound
+    return if !params.notification_sound.file
+    App.OnlineNotification.play(params.notification_sound.file)
+
+  didSwitchGroupsLimit: (e) =>
+    @groupsLimitSettings.collapse('toggle')
+
+  didChangeGroupIds: (e) =>
+    @groupsAllUncheckedWarning.toggleClass 'hide', @el.find('input[name=group_ids]:checked').length != 0
+
+  didChangeSignalCheckbox: (e) =>
+    hasChecked = @el.find('input[name$=".channel.signal"]:checked').length > 0
+    @el.find('.js-signal-phone-container').toggle(hasChecked)
+
+App.Config.set('Notifications', { prio: 2600, name: __('Notifications'), parent: '#profile', target: '#profile/notifications', permission: ['user_preferences.notifications+ticket.agent'], controller: ProfileNotification }, 'NavBarProfile')

packages/zammad-addon-bridge/src/app/assets/javascripts/app/controllers/_ui_element/notification_matrix.coffee

@@ -0,0 +1,15 @@
+# coffeelint: disable=camel_case_classes
+class App.UiElement.notification_matrix
+  @render: (values, options = {}) ->
+
+    matrixYAxe =
+      create:
+        name: __('New Ticket')
+      update:
+        name: __('Ticket update')
+      reminder_reached:
+        name: __('Ticket reminder reached')
+      escalation:
+        name: __('Ticket escalation')
+
+    $( App.view('generic/notification_matrix')( matrixYAxe: matrixYAxe, values: values, signal_notification_enabled: options.signal_notification_enabled ) )

packages/zammad-addon-bridge/src/app/assets/javascripts/app/lib/mixins/ticket_notification_matrix.coffee

@@ -0,0 +1,29 @@
+# Common handling for the notification matrix
+App.TicketNotificationMatrix =
+  renderNotificationMatrix: (values) ->
+    App.UiElement.notification_matrix.render(values, signal_notification_enabled: App.Config.get('signal_notification_enabled'))[0].outerHTML
+
+  updatedNotificationMatrixValues: (formParams) ->
+    matrix = {}
+
+    for key, value of formParams
+      area = key.split('.')
+
+      continue if area[0] isnt 'matrix'
+
+      if !matrix[area[1]]
+        matrix[area[1]] = {}
+
+      switch area[2]
+        when 'criteria'
+          if !matrix[area[1]][area[2]]
+            matrix[area[1]][area[2]] = {}
+
+          matrix[area[1]][area[2]][area[3]] = value is 'true'
+        when 'channel'
+          if !matrix[area[1]][area[2]]
+            matrix[area[1]][area[2]] = { online: true }
+
+          matrix[area[1]][area[2]][area[3]] = value is 'true'
+
+    matrix

packages/zammad-addon-bridge/src/app/assets/javascripts/app/views/cdr_signal/index.jst.eco

@@ -20,6 +20,9 @@
   <div class="action <% if channel.active isnt true: %>is-inactive<% end %>" data-id="<%= channel.id %>">
     <div class="action-block action-row">
       <h2><%- @Icon('status', 'supergood-color inline') %> <%= channel.options.phone_number %></h2>
+      <% if @notificationEnabled and @notificationChannelId is channel.id: %>
+        <span class="label label--success" style="margin-left: 10px;"><%- @T('Agent Notifications') %></span>
+      <% end %>
     </div>
     <div class="action-flow action-flow--row">
       <div class="action-block">
@@ -42,6 +45,11 @@
       <% else: %>
         <div class="btn btn--secondary js-enable"><%- @T('Enable') %></div>
       <% end %>
+      <% if @notificationEnabled and @notificationChannelId is channel.id: %>
+        <div class="btn btn--secondary js-unset-notification"><%- @T('Disable Agent Notifications') %></div>
+      <% else if channel.active is true: %>
+        <div class="btn btn--success btn--secondary js-set-notification"><%- @T('Use for Agent Notifications') %></div>
+      <% end %>
       <div class="btn js-edit"><%- @T('Edit') %></div>
     </div>
   </div>

packages/zammad-addon-bridge/src/app/assets/javascripts/app/views/generic/notification_matrix.jst.eco

@@ -0,0 +1,70 @@
+<% if @signal_notification_enabled: %>
+  <% colWidth = "13%" %>
+  <% channelWidth = "100px" %>
+<% else: %>
+  <% colWidth = "16%" %>
+  <% channelWidth = "120px" %>
+<% end %>
+<table class="settings-list">
+  <thead>
+    <tr>
+      <th>
+      <th width="<%= colWidth %>" style="text-align: center;"><%- @T('My Tickets') %>
+      <th width="<%= colWidth %>" style="text-align: center;"><%- @T('Not Assigned') %>*
+      <th width="<%= colWidth %>" style="text-align: center;"><%- @T('Subscribed Tickets') %>
+      <th width="<%= colWidth %>" style="text-align: center;"><%- @T('All Tickets') %>*
+      <th width="<%= channelWidth %>" class="settings-list-separator" style="text-align: center;"><%- @T('Also notify via email') %>
+      <% if @signal_notification_enabled: %>
+      <th width="<%= channelWidth %>" class="settings-list-separator" style="text-align: center;"><%- @T('Also notify via Signal') %>
+      <% end %>
+  </thead>
+  <tbody>
+  <% if @matrixYAxe: %>
+    <% for key, value of @matrixYAxe: %>
+    <tr>
+      <td>
+        <%- @T(value.name) %>
+        <% criteria = @values[key]?.criteria %>
+        <% channel = @values[key]?.channel %>
+      <td class="u-positionOrigin">
+        <label class="checkbox-replacement checkbox-replacement--fullscreen">
+          <input type="checkbox" name="matrix.<%= key %>.criteria.owned_by_me" value="true"<% if criteria && criteria.owned_by_me: %> checked<% end %> />
+          <%- @Icon('checkbox', 'icon-unchecked') %>
+          <%- @Icon('checkbox-checked', 'icon-checked') %>
+        </label>
+      <td class="u-positionOrigin">
+        <label class="checkbox-replacement checkbox-replacement--fullscreen">
+          <input type="checkbox" name="matrix.<%= key %>.criteria.owned_by_nobody" value="true"<% if criteria && criteria.owned_by_nobody: %> checked<% end %> />
+          <%- @Icon('checkbox', 'icon-unchecked') %>
+          <%- @Icon('checkbox-checked', 'icon-checked') %>
+        </label>
+      <td class="u-positionOrigin">
+        <label class="checkbox-replacement checkbox-replacement--fullscreen">
+          <input type="checkbox" name="matrix.<%= key %>.criteria.subscribed" value="true"<% if criteria && criteria.subscribed: %> checked<% end %> />
+          <%- @Icon('checkbox', 'icon-unchecked') %>
+          <%- @Icon('checkbox-checked', 'icon-checked') %>
+        </label>
+      <td class="u-positionOrigin">
+        <label class="checkbox-replacement checkbox-replacement--fullscreen">
+          <input type="checkbox" name="matrix.<%= key %>.criteria.no" value="true"<% if criteria && criteria.no: %> checked<% end %> />
+          <%- @Icon('checkbox', 'icon-unchecked') %>
+          <%- @Icon('checkbox-checked', 'icon-checked') %>
+        </label>
+      <td class="u-positionOrigin settings-list-separator">
+        <label class="checkbox-replacement checkbox-replacement--fullscreen">
+          <input type="checkbox" name="matrix.<%= key %>.channel.email" value="true"<% if channel && channel.email: %> checked<% end %> />
+          <%- @Icon('checkbox', 'icon-unchecked') %>
+          <%- @Icon('checkbox-checked', 'icon-checked') %>
+        </label>
+      <% if @signal_notification_enabled: %>
+      <td class="u-positionOrigin settings-list-separator">
+        <label class="checkbox-replacement checkbox-replacement--fullscreen">
+          <input type="checkbox" name="matrix.<%= key %>.channel.signal" value="true"<% if channel && channel.signal: %> checked<% end %> />
+          <%- @Icon('checkbox', 'icon-unchecked') %>
+          <%- @Icon('checkbox-checked', 'icon-checked') %>
+        </label>
+      <% end %>
+    <% end %>
+  <% end %>
+  </tbody>
+</table>

packages/zammad-addon-bridge/src/app/assets/javascripts/app/views/profile/notification.jst.eco

@@ -0,0 +1,86 @@
+<div class="page-header">
+  <div class="page-header-title"><h1><%- @T('Notifications') %></h1></div>
+</div>
+
+<form class="page-content form--flexibleWidth profile-settings-notifications-content">
+
+  <div class="settings-entry">
+    <%- @matrixTableHTML %>
+  </div>
+
+  <% if @signal_notification_enabled: %>
+  <div class="js-signal-phone-container" style="<% if !@signal_has_checked: %>display: none;<% end %>">
+    <h2><%- @T('Signal Phone Number') %></h2>
+    <div class="form-group">
+      <input type="text" name="signal_uid" class="form-control" value="<%= @signal_uid %>" placeholder="+1234567890">
+      <p class="help-block"><%- @T('Use international format with country code (e.g., +1234567890)') %></p>
+    </div>
+  </div>
+  <% end %>
+
+  <% if @groups: %>
+    <div class="zammad-switch zammad-switch--small" data-name="profile-groups-limit">
+       <input type="checkbox" id="profile-groups-limit" <% if @user_group_config: %> checked <% end %>>
+       <label for="profile-groups-limit"></label>
+    </div>
+    <h2>
+      <%- @T('Limit Groups') %>
+    </h2>
+
+    <div class="settings-entry profile-groups-limit-settings">
+      <div class="profile-groups-limit-settings-inner collapse <% if @user_group_config: %>in<% end %>">
+        <div class="alert alert--warning profile-groups-all-unchecked hide" role="alert">
+          <%- @T('Disabling the notifications from all groups will turn off the limit. Instead, to disable the notifications use the settings above.') %>
+        </div>
+
+        <table class="settings-list">
+          <thead>
+            <tr>
+              <th><%- @T('Group') %>
+              <th><%- @T('Not Assigned') %> & <%- @T('All Tickets') %>
+          </thead>
+          <tbody>
+          <% for group in @groups: %>
+            <tr>
+              <td><%- @P(group, 'name') %>
+              <td class="u-positionOrigin">
+                <label class="checkbox-replacement checkbox-replacement--fullscreen">
+                  <input type="checkbox" name="group_ids" value="<%= group.id %>" <% if _.include(_.map(@config.group_ids, (group_id) -> group_id.toString()), group.id.toString()): %>checked<% end %>/>
+                  <%- @Icon('checkbox', 'icon-unchecked') %>
+                  <%- @Icon('checkbox-checked', 'icon-checked') %>
+                </label>
+          <% end %>
+          </tbody>
+        </table>
+      </div>
+    </div>
+  <% end %>
+
+  <h2><%- @T('Sounds') %></h2>
+  <div class="form-group">
+    <div class="formGroup-label">
+      <label for="notification-sound"><%- @T('Notification Sound') %></label>
+    </div>
+    <div class="controls controls--select">
+      <select class="form-control js-notificationSound" id="notification-sound" name="notification_sound::file">
+        <% for sound in @sounds: %>
+        <option value="<%= sound.file %>"<%= ' selected' if sound.selected %>><%= sound.name %></option>
+        <% end %>
+      </select>
+      <%- @Icon('arrow-down') %>
+    </div>
+  </div>
+  <div class="form-group">
+    <label class="inline-label">
+      <span class="checkbox-replacement checkbox-replacement--inline">
+        <input type="checkbox" name="notification_sound::enabled" value="true" <% if @notificationSoundEnabled: %> checked<% end %> class="js-SoundEnableDisable">
+        <%- @Icon('checkbox', 'icon-unchecked') %>
+        <%- @Icon('checkbox-checked', 'icon-checked') %>
+      </span>
+      <%- @T('Play user interface sound effects') %>
+    </label>
+  </div>
+
+  <button type="submit" class="btn btn--primary"><%- @T( 'Submit' ) %></button>
+  <input type="button" class="btn btn--danger js-reset" value="<%- @T( 'Reset to default settings' ) %>">
+</form>

packages/zammad-addon-bridge/src/app/controllers/channels_cdr_signal_controller.rb

@@ -15,10 +15,34 @@ class ChannelsCdrSignalController < ApplicationController
     end
     render json: {
       assets: assets,
-      channel_ids: channel_ids
+      channel_ids: channel_ids,
+      notification_enabled: Setting.get('signal_notification_enabled') == true,
+      notification_channel_id: Setting.get('signal_notification_channel_id')
     }
   end
 
+  def set_notification_channel
+    channel_id = params[:id].to_i
+    channel = Channel.find_by(id: channel_id, area: 'Signal::Number')
+
+    unless channel
+      render json: { error: 'Channel not found' }, status: :not_found
+      return
+    end
+
+    Setting.set('signal_notification_channel_id', channel_id)
+    Setting.set('signal_notification_enabled', true)
+
+    render json: { success: true, notification_channel_id: channel_id }
+  end
+
+  def unset_notification_channel
+    Setting.set('signal_notification_enabled', false)
+    Setting.set('signal_notification_channel_id', nil)
+
+    render json: { success: true }
+  end
+
   def add
     begin
       errors = {}
@@ -154,16 +178,31 @@ class ChannelsCdrSignalController < ApplicationController
     return if Ticket::Article.exists?(message_id: "cdr_signal.#{message_id}")
 
     receiver_phone_number = params[:to].strip
-    sender_phone_number = params[:from].strip
+    sender_phone_number = params[:from].present? ? params[:from].strip : nil
+    sender_user_id = params[:user_id].present? ? params[:user_id].strip : nil
 
     # Check if this is a group message using the is_group flag from bridge-worker
     # This flag is set when:
     # 1. The original message came from a Signal group
     # 2. Bridge-worker created a new group for the conversation
-    is_group_message = params[:is_group].to_s == 'true' || params[:is_group].to_s == 'true'
+    is_group_message = params[:is_group].to_s == 'true'
+
+    # Lookup customer with fallback chain:
+    # 1. Phone number in phone/mobile fields (preferred)
+    # 2. Signal user ID in signal_uid field
+    # 3. User ID in phone/mobile fields (legacy - we used to store UUIDs there)
+    customer = nil
+    if sender_phone_number.present?
+      customer = User.find_by(phone: sender_phone_number)
+      customer ||= User.find_by(mobile: sender_phone_number)
+    end
+    if customer.nil? && sender_user_id.present?
+      customer = User.find_by(signal_uid: sender_user_id)
+      # Legacy fallback: user ID might be stored in phone field
+      customer ||= User.find_by(phone: sender_user_id)
+      customer ||= User.find_by(mobile: sender_user_id)
+    end
 
-    customer = User.find_by(phone: sender_phone_number)
-    customer ||= User.find_by(mobile: sender_phone_number)
     unless customer
       role_ids = Role.signup_role_ids
       customer = User.create(
@@ -171,7 +210,8 @@ class ChannelsCdrSignalController < ApplicationController
         lastname: '',
         email: '',
         password: '',
-        phone: sender_phone_number,
+        phone: sender_phone_number.presence || sender_user_id,
+        signal_uid: sender_user_id,
         note: 'CDR Signal',
         active: true,
         role_ids: role_ids,
@@ -180,6 +220,15 @@ class ChannelsCdrSignalController < ApplicationController
       )
     end
 
+    # Update signal_uid if we have it and customer doesn't
+    if sender_user_id.present? && customer.signal_uid.blank?
+      customer.update(signal_uid: sender_user_id)
+    end
+    # Update phone if we have it and customer only has user_id in phone field
+    if sender_phone_number.present? && customer.phone == sender_user_id
+      customer.update(phone: sender_phone_number)
+    end
+
     # set current user
     UserInfo.current_user_id = customer.id
     current_user_set(customer, 'token_auth')
@@ -208,7 +257,8 @@ class ChannelsCdrSignalController < ApplicationController
     attachment_data_base64 = params[:attachment]
     attachment_filename = params[:filename]
     attachment_mimetype = params[:mime_type]
-    title = "Message from #{sender_phone_number} at #{sent_at}"
+    sender_display = sender_phone_number.presence || sender_user_id
+    title = "Message from #{sender_display} at #{sent_at}"
     body = message
 
     # find ticket or create one
@@ -218,7 +268,7 @@ class ChannelsCdrSignalController < ApplicationController
       Rails.logger.info "=== SIGNAL GROUP TICKET LOOKUP ==="
       Rails.logger.info "Looking for ticket with group_id: #{receiver_phone_number}"
       Rails.logger.info "Customer ID: #{customer.id}"
-      Rails.logger.info "Customer Phone: #{sender_phone_number}"
+      Rails.logger.info "Customer Phone: #{sender_display}"
       Rails.logger.info "Channel ID: #{channel.id}"
 
       begin
@@ -256,14 +306,21 @@ class ChannelsCdrSignalController < ApplicationController
       ticket.state = Ticket::State.find_by(default_follow_up: true) if ticket.state_id != new_state.id
     else
       # Set up chat_id based on whether this is a group message
-      chat_id = is_group_message ? receiver_phone_number : sender_phone_number
+      # For direct messages, prefer UUID (more stable than phone numbers which can change)
+      chat_id = is_group_message ? receiver_phone_number : (sender_user_id.presence || sender_phone_number)
 
       # Build preferences with group_id included if needed
       cdr_signal_prefs = {
-        bot_token: channel.options[:bot_token], # change to bot id
+        bot_token: channel.options[:bot_token],
-        chat_id: chat_id
+        chat_id: chat_id,
+        user_id: sender_user_id
       }
 
+      # Store original recipient phone for group tickets to enable ticket splitting
+      if is_group_message
+        cdr_signal_prefs[:original_recipient] = sender_phone_number
+      end
+
       Rails.logger.info "=== CREATING NEW TICKET ==="
       Rails.logger.info "Preferences to be stored:"
       Rails.logger.info "  - channel_id: #{channel.id}"
@@ -283,7 +340,7 @@ class ChannelsCdrSignalController < ApplicationController
     ticket.save!
 
     article_params = {
-      from: sender_phone_number,
+      from: sender_display,
       to: receiver_phone_number,
       sender_id: Ticket::Article::Sender.find_by(name: 'Customer').id,
       subject: title,
@@ -296,7 +353,8 @@ class ChannelsCdrSignalController < ApplicationController
         cdr_signal: {
           timestamp: sent_at,
           message_id: message_id,
-          from: sender_phone_number
+          from: sender_phone_number,
+          user_id: sender_user_id
         }
       }
     }
@@ -374,6 +432,24 @@ class ChannelsCdrSignalController < ApplicationController
       return
     end
 
+    # Idempotency check: if chat_id is already a group ID, don't overwrite it
+    # This prevents race conditions where multiple group_created webhooks arrive
+    # (e.g., due to retries after API timeouts during group creation)
+    existing_chat_id = ticket.preferences&.dig(:cdr_signal, :chat_id) ||
+                       ticket.preferences&.dig('cdr_signal', 'chat_id')
+    if existing_chat_id&.start_with?('group.')
+      Rails.logger.info "Signal group update: Ticket #{ticket.id} already has group #{existing_chat_id}, ignoring new group #{params[:group_id]}"
+      render json: {
+        success: true,
+        skipped: true,
+        reason: 'Ticket already has a group assigned',
+        existing_group_id: existing_chat_id,
+        ticket_id: ticket.id,
+        ticket_number: ticket.number
+      }, status: :ok
+      return
+    end
+
     # Update ticket preferences with the group information
     ticket.preferences ||= {}
     ticket.preferences[:cdr_signal] ||= {}
@@ -458,6 +534,36 @@ class ChannelsCdrSignalController < ApplicationController
 
     Rails.logger.info "Signal group member #{member_phone} joined group #{params[:group_id]} for ticket #{ticket.id}"
 
+    # Check if any articles had a group_not_joined notification and add resolution note
+    # Only add resolution note if we previously notified about the delivery issue
+    articles_with_pending_notification = Ticket::Article.where(ticket_id: ticket.id)
+                                                        .where("preferences LIKE ?", "%group_not_joined_note_added: true%")
+
+    if articles_with_pending_notification.exists?
+      # Check if we already added a resolution note for this ticket
+      resolution_note_exists = Ticket::Article.where(ticket_id: ticket.id)
+                                              .where("preferences LIKE ?", "%group_joined_resolution: true%")
+                                              .exists?
+
+      unless resolution_note_exists
+        Ticket::Article.create(
+          ticket_id:     ticket.id,
+          content_type:  'text/plain',
+          body:          'Recipient has now joined the Signal group. Pending messages will be delivered shortly.',
+          internal:      true,
+          sender:        Ticket::Article::Sender.find_by(name: 'System'),
+          type:          Ticket::Article::Type.find_by(name: 'note'),
+          preferences:   {
+            delivery_message:        true,
+            group_joined_resolution: true,
+          },
+          updated_by_id: 1,
+          created_by_id: 1,
+        )
+        Rails.logger.info "Ticket ##{ticket.number}: Added resolution note about customer joining Signal group"
+      end
+    end
+
     render json: {
       success: true,
       ticket_id: ticket.id,

packages/zammad-addon-bridge/src/app/controllers/channels_cdr_whatsapp_controller.rb

@@ -123,12 +123,16 @@ class ChannelsCdrWhatsappController < ApplicationController
     errors = {}
 
     %i[to
-       from
        message_id
        sent_at].each do |field|
       errors[field] = 'required' if params[field].blank?
     end
 
+    # At least one of from (phone) or user_id must be present
+    if params[:from].blank? && params[:user_id].blank?
+      errors[:from] = 'required (or user_id)'
+    end
+
     if errors.present?
       render json: {
         errors: errors
@@ -141,9 +145,25 @@ class ChannelsCdrWhatsappController < ApplicationController
     return if Ticket::Article.exists?(message_id: "cdr_whatsapp.#{message_id}")
 
     receiver_phone_number = params[:to].strip
-    sender_phone_number = params[:from].strip
+    sender_phone_number = params[:from].present? ? params[:from].strip : nil
-    customer = User.find_by(phone: sender_phone_number)
+    sender_user_id = params[:user_id].present? ? params[:user_id].strip : nil
-    customer ||= User.find_by(mobile: sender_phone_number)
+
+    # Lookup customer with fallback chain:
+    # 1. Phone number in phone/mobile fields (preferred)
+    # 2. WhatsApp user ID in whatsapp_uid field
+    # 3. User ID in phone/mobile fields (legacy - we used to store LIDs there)
+    customer = nil
+    if sender_phone_number.present?
+      customer = User.find_by(phone: sender_phone_number)
+      customer ||= User.find_by(mobile: sender_phone_number)
+    end
+    if customer.nil? && sender_user_id.present?
+      customer = User.find_by(whatsapp_uid: sender_user_id)
+      # Legacy fallback: user ID might be stored in phone field
+      customer ||= User.find_by(phone: sender_user_id)
+      customer ||= User.find_by(mobile: sender_user_id)
+    end
+
     unless customer
       role_ids = Role.signup_role_ids
       customer = User.create(
@@ -151,7 +171,8 @@ class ChannelsCdrWhatsappController < ApplicationController
         lastname: '',
         email: '',
         password: '',
-        phone: sender_phone_number,
+        phone: sender_phone_number.presence || sender_user_id,
+        whatsapp_uid: sender_user_id,
         note: 'CDR Whatsapp',
         active: true,
         role_ids: role_ids,
@@ -160,6 +181,15 @@ class ChannelsCdrWhatsappController < ApplicationController
       )
     end
 
+    # Update whatsapp_uid if we have it and customer doesn't
+    if sender_user_id.present? && customer.whatsapp_uid.blank?
+      customer.update(whatsapp_uid: sender_user_id)
+    end
+    # Update phone if we have it and customer only has user_id in phone field
+    if sender_phone_number.present? && customer.phone == sender_user_id
+      customer.update(phone: sender_phone_number)
+    end
+
     # set current user
     UserInfo.current_user_id = customer.id
     current_user_set(customer, 'token_auth')
@@ -188,7 +218,8 @@ class ChannelsCdrWhatsappController < ApplicationController
     attachment_data_base64 = params[:attachment]
     attachment_filename = params[:filename]
     attachment_mimetype = params[:mime_type]
-    title = "Message from #{sender_phone_number} at #{sent_at}"
+    sender_display = sender_phone_number.presence || sender_user_id
+    title = "Message from #{sender_display} at #{sent_at}"
     body = message
 
     # find ticket or create one
@@ -207,8 +238,9 @@ class ChannelsCdrWhatsappController < ApplicationController
         preferences: {
           channel_id: channel.id,
           cdr_whatsapp: {
-            bot_token: channel.options[:bot_token], # change to bot id
+            bot_token: channel.options[:bot_token],
-            chat_id: sender_phone_number
+            chat_id: sender_phone_number.presence || sender_user_id,
+            user_id: sender_user_id
           }
         }
       )
@@ -217,7 +249,7 @@ class ChannelsCdrWhatsappController < ApplicationController
     ticket.save!
 
     article_params = {
-      from: sender_phone_number,
+      from: sender_display,
       to: receiver_phone_number,
       sender_id: Ticket::Article::Sender.find_by(name: 'Customer').id,
       subject: title,
@@ -230,7 +262,8 @@ class ChannelsCdrWhatsappController < ApplicationController
         cdr_whatsapp: {
           timestamp: sent_at,
           message_id: message_id,
-          from: sender_phone_number
+          from: sender_phone_number,
+          user_id: sender_user_id
         }
       }
     }

packages/zammad-addon-bridge/src/app/jobs/communicate_cdr_signal_job.rb

@@ -40,10 +40,37 @@ class CommunicateCdrSignalJob < ApplicationJob
     if is_group_chat && group_joined == false
       Rails.logger.info "Ticket ##{ticket.number}: User hasn't joined Signal group yet, skipping message delivery"
 
+      # Track group_not_joined retry attempts separately
+      article.preferences['group_not_joined_retry'] ||= 0
+      article.preferences['group_not_joined_retry'] += 1
+
       # Mark article as pending delivery
       article.preferences['delivery_status'] = 'pending'
       article.preferences['delivery_status_message'] = 'Waiting for user to join Signal group'
       article.preferences['delivery_status_date'] = Time.zone.now
+
+      # After 3 failed attempts, add a note to inform the agent (only once)
+      if article.preferences['group_not_joined_retry'] == 3 && !article.preferences['group_not_joined_note_added']
+        Ticket::Article.create(
+          ticket_id:     ticket.id,
+          content_type:  'text/plain',
+          body:          'Unable to send Signal message: Recipient has not yet joined the Signal group. ' \
+                         'The message will be delivered automatically once they accept the group invitation.',
+          internal:      true,
+          sender:        Ticket::Article::Sender.find_by(name: 'System'),
+          type:          Ticket::Article::Type.find_by(name: 'note'),
+          preferences:   {
+            delivery_article_id_related:   article.id,
+            delivery_message:              true,
+            group_not_joined_notification: true,
+          },
+          updated_by_id: 1,
+          created_by_id: 1,
+        )
+        article.preferences['group_not_joined_note_added'] = true
+        Rails.logger.info "Ticket ##{ticket.number}: Added notification note about pending group join"
+      end
+
       article.save!
 
       # Retry later when user might have joined

packages/zammad-addon-bridge/src/app/jobs/signal_notification_job.rb

@@ -0,0 +1,65 @@
+# frozen_string_literal: true
+
+class SignalNotificationJob < ApplicationJob
+  retry_on StandardError, attempts: 3, wait: lambda { |executions|
+    executions * 60.seconds
+  }
+
+  def perform(ticket_id:, article_id:, user_id:, type:, changes:)
+    ticket = Ticket.find_by(id: ticket_id)
+    return if !ticket
+
+    user = User.find_by(id: user_id)
+    return if !user
+
+    signal_uid = user.preferences.dig('notification_config', 'signal_uid').presence
+    return if signal_uid.blank?
+
+    article = article_id ? Ticket::Article.find_by(id: article_id) : nil
+
+    channel = signal_channel
+    return if !channel
+
+    message = SignalNotificationSender.build_message(
+      ticket:  ticket,
+      article: article,
+      user:    user,
+      type:    type,
+      changes: changes
+    )
+
+    return if message.blank?
+
+    SignalNotificationSender.send_message(
+      channel:   channel,
+      recipient: signal_uid,
+      message:   message
+    )
+
+    add_history(ticket, user, signal_uid, type)
+
+    Rails.logger.info "Sent Signal notification to #{signal_uid} for ticket ##{ticket.number} (#{type})"
+  end
+
+  private
+
+  def signal_channel
+    channel_id = Setting.get('signal_notification_channel_id')
+    return unless channel_id
+
+    Channel.find_by(id: channel_id, area: 'Signal::Number', active: true)
+  end
+
+  def add_history(ticket, user, signal_uid, type)
+    identifier     = signal_uid.presence || user.login
+    recipient_list = "#{identifier}(#{type}:signal)"
+
+    History.add(
+      o_id:           ticket.id,
+      history_type:   'notification',
+      history_object: 'Ticket',
+      value_to:       recipient_list,
+      created_by_id:  1
+    )
+  end
+end

packages/zammad-addon-bridge/src/app/models/link/setup_split_signal_group.rb

@@ -0,0 +1,51 @@
+# frozen_string_literal: true
+
+module Link::SetupSplitSignalGroup
+  extend ActiveSupport::Concern
+
+  included do
+    after_create :setup_signal_group_for_split_ticket
+  end
+
+  private
+
+  def setup_signal_group_for_split_ticket
+    # Only if auto-groups enabled
+    return unless ENV['BRIDGE_SIGNAL_AUTO_GROUPS'].to_s.downcase == 'true'
+
+    # Only child links (splits create child->parent links)
+    return unless link_type_id == Link::Type.find_by(name: 'child')&.id
+
+    # Only Ticket-to-Ticket links
+    ticket_object_id = Link::Object.find_by(name: 'Ticket')&.id
+    return unless link_object_source_id == ticket_object_id
+    return unless link_object_target_id == ticket_object_id
+
+    child_ticket = Ticket.find_by(id: link_object_source_value)
+    parent_ticket = Ticket.find_by(id: link_object_target_value)
+    return unless child_ticket && parent_ticket
+
+    # Only if parent has Signal group (chat_id starts with "group.")
+    parent_signal_prefs = parent_ticket.preferences&.dig('cdr_signal')
+    return unless parent_signal_prefs.present?
+    return unless parent_signal_prefs['chat_id']&.start_with?('group.')
+
+    original_recipient = parent_signal_prefs['original_recipient']
+    return unless original_recipient.present?
+
+    # Set up child for lazy group creation:
+    # chat_id = phone number triggers new group on first message
+    child_ticket.preferences ||= {}
+    child_ticket.preferences['channel_id'] = parent_ticket.preferences['channel_id']
+    child_ticket.preferences['cdr_signal'] = {
+      'bot_token' => parent_signal_prefs['bot_token'],
+      'chat_id' => original_recipient, # Phone number, NOT group ID
+      'original_recipient' => original_recipient
+    }
+    # Set article type so Zammad shows Signal reply option
+    child_ticket.create_article_type_id = Ticket::Article::Type.find_by(name: 'cdr_signal')&.id
+    child_ticket.save!
+
+    Rails.logger.info "Signal split: Ticket ##{child_ticket.number} set up for new group (recipient: #{original_recipient})"
+  end
+end

packages/zammad-addon-bridge/src/app/models/transaction/signal_notification.rb

@@ -0,0 +1,143 @@
+# frozen_string_literal: true
+
+class Transaction::SignalNotification
+  include ChecksHumanChanges
+
+  def initialize(item, params = {})
+    @item   = item
+    @params = params
+  end
+
+  def perform
+    return if Setting.get('import_mode')
+    return if %w[Ticket Ticket::Article].exclude?(@item[:object])
+    return if @params[:disable_notification]
+    return if !ticket
+    return if !signal_notifications_enabled?
+    return if !signal_channel
+
+    collect_signal_recipients.each do |user|
+      SignalNotificationJob.perform_later(
+        ticket_id:  ticket.id,
+        article_id: @item[:article_id],
+        user_id:    user.id,
+        type:       @item[:type],
+        changes:    human_changes(@item[:changes], ticket, user)
+      )
+    end
+  end
+
+  private
+
+  def ticket
+    @ticket ||= Ticket.find_by(id: @item[:object_id])
+  end
+
+  def article
+    return if !@item[:article_id]
+
+    @article ||= begin
+      art = Ticket::Article.find_by(id: @item[:article_id])
+      return unless art
+
+      sender = Ticket::Article::Sender.lookup(id: art.sender_id)
+      if sender&.name == 'System'
+        return if @item[:changes].blank? && art.preferences[:notification] != true
+        return if art.preferences[:notification] != true
+      end
+
+      art
+    end
+  end
+
+  def current_user
+    @current_user ||= User.lookup(id: @item[:user_id]) || User.lookup(id: 1)
+  end
+
+  def signal_notifications_enabled?
+    Setting.get('signal_notification_enabled') == true
+  end
+
+  def signal_channel
+    @signal_channel ||= begin
+      channel_id = Setting.get('signal_notification_channel_id')
+      return unless channel_id
+
+      Channel.find_by(id: channel_id, area: 'Signal::Number', active: true)
+    end
+  end
+
+  def collect_signal_recipients
+    recipients = []
+
+    possible_recipients = possible_recipients_of_group(ticket.group_id)
+
+    mention_users = Mention.where(mentionable_type: @item[:object], mentionable_id: @item[:object_id]).map(&:user)
+    mention_users.each do |user|
+      next if !user.group_access?(ticket.group_id, 'read')
+
+      possible_recipients.push(user)
+    end
+
+    if ticket.owner_id != 1
+      possible_recipients.push(ticket.owner)
+    end
+
+    possible_recipients_with_ooo = Set.new(possible_recipients)
+    possible_recipients.each do |user|
+      add_out_of_office_replacement(user, possible_recipients_with_ooo)
+    end
+
+    possible_recipients_with_ooo.each do |user|
+      next if recipient_is_current_user?(user)
+      next if !user.active?
+      next if user_signal_uid(user).blank?
+      next if !user_wants_signal_for_event?(user)
+
+      recipients.push(user)
+    end
+
+    recipients.uniq(&:id)
+  end
+
+  def possible_recipients_of_group(group_id)
+    Rails.cache.fetch("User/signal_notification/possible_recipients_of_group/#{group_id}/#{User.latest_change}", expires_in: 20.seconds) do
+      User.group_access(group_id, 'full').sort_by(&:login)
+    end
+  end
+
+  def add_out_of_office_replacement(user, recipients)
+    replacement = user.out_of_office_agent
+    return unless replacement
+    return unless TicketPolicy.new(replacement, ticket).agent_read_access?
+
+    recipients.add(replacement)
+  end
+
+  def recipient_is_current_user?(user)
+    return false if @params[:interface_handle] != 'application_server'
+    return true if article&.updated_by_id == user.id
+    return true if !article && @item[:user_id] == user.id
+
+    false
+  end
+
+  def user_signal_uid(user)
+    user.preferences.dig('notification_config', 'signal_uid').presence
+  end
+
+  def user_wants_signal_for_event?(user)
+    event_type = @item[:type]
+    return false if event_type.blank?
+
+    event_key = case event_type
+                when 'create' then 'create'
+                when 'update', 'update.merged_into', 'update.received_merge', 'update.reaction' then 'update'
+                when 'reminder_reached' then 'reminder_reached'
+                when 'escalation', 'escalation_warning' then 'escalation'
+                else return false
+                end
+
+    user.preferences.dig('notification_config', 'matrix', event_key, 'channel', 'signal') == true
+  end
+end

packages/zammad-addon-bridge/src/app/views/signal_notification/ticket_create/en.txt.erb

@@ -0,0 +1,16 @@
+[Ticket #<%= ticket.number %>] <%= ticket.title %>
+
+NEW TICKET
+
+Group: <%= ticket.group.name %>
+Owner: <%= ticket.owner.fullname %>
+State: <%= t(ticket.state.name) %>
+Priority: <%= t(ticket.priority.name) %>
+Customer: <%= ticket.customer.fullname %>
+Created by: <%= current_user.fullname %>
+<% if article -%>
+
+<%= article_body_preview(500) %>
+<% end -%>
+
+<%= ticket_url %>

packages/zammad-addon-bridge/src/app/views/signal_notification/ticket_escalation/en.txt.erb

@@ -0,0 +1,11 @@
+[Ticket #<%= ticket.number %>] <%= ticket.title %>
+
+ESCALATION
+
+Group: <%= ticket.group.name %>
+Owner: <%= ticket.owner.fullname %>
+State: <%= t(ticket.state.name) %>
+Priority: <%= t(ticket.priority.name) %>
+Customer: <%= ticket.customer.fullname %>
+
+<%= ticket_url %>

packages/zammad-addon-bridge/src/app/views/signal_notification/ticket_reminder_reached/en.txt.erb

@@ -0,0 +1,10 @@
+[Ticket #<%= ticket.number %>] <%= ticket.title %>
+
+REMINDER REACHED
+
+Group: <%= ticket.group.name %>
+Owner: <%= ticket.owner.fullname %>
+State: <%= t(ticket.state.name) %>
+Pending till: <%= ticket.pending_time&.strftime('%Y-%m-%d %H:%M') %>
+
+<%= ticket_url %>

packages/zammad-addon-bridge/src/app/views/signal_notification/ticket_update/en.txt.erb

@@ -0,0 +1,14 @@
+[Ticket #<%= ticket.number %>] <%= ticket.title %>
+
+TICKET UPDATED by <%= current_user.fullname %>
+<% if changes.present? -%>
+
+Changes:
+<%= changes_summary %>
+<% end -%>
+<% if article -%>
+
+<%= article_body_preview(500) %>
+<% end -%>
+
+<%= ticket_url_with_article %>

packages/zammad-addon-bridge/src/config/initializers/cdr_signal.rb

@@ -5,6 +5,11 @@ Rails.application.config.after_initialize do
     include Ticket::Article::EnqueueCommunicateCdrSignalJob
   end
 
+  # Handle Signal group setup for split tickets
+  class Link
+    include Link::SetupSplitSignalGroup
+  end
+
   icon = File.read('public/assets/images/icons/cdr_signal.svg')
   doc = File.open('public/assets/images/icons.svg') { |f| Nokogiri::XML(f) }
   if !doc.at_css('#icon-cdr-signal')
@@ -15,4 +20,3 @@ Rails.application.config.after_initialize do
   end
   File.write('public/assets/images/icons.svg', doc.to_xml)
 end
- 

packages/zammad-addon-bridge/src/config/routes/channel_cdr_signal.rb

@@ -12,4 +12,6 @@ Zammad::Application.routes.draw do
   match "#{api_path}/channels_cdr_signal_enable", to: 'channels_cdr_signal#enable', via: :post
   match "#{api_path}/channels_cdr_signal", to: 'channels_cdr_signal#destroy', via: :delete
   match "#{api_path}/channels_cdr_signal_rotate_token", to: 'channels_cdr_signal#rotate_token', via: :post
+  match "#{api_path}/channels_cdr_signal_set_notification", to: 'channels_cdr_signal#set_notification_channel', via: :post
+  match "#{api_path}/channels_cdr_signal_unset_notification", to: 'channels_cdr_signal#unset_notification_channel', via: :post
 end

packages/zammad-addon-bridge/src/db/addon/bridge/20260115000001_add_messaging_user_ids.rb

@@ -0,0 +1,123 @@
+class AddMessagingUserIds < ActiveRecord::Migration[5.2]
+  def self.up
+    # Add WhatsApp UID column
+    unless column_exists?(:users, :whatsapp_uid)
+      add_column :users, :whatsapp_uid, :string, limit: 50
+      add_index :users, :whatsapp_uid
+    end
+    User.reset_column_information
+
+    # Add Signal UID column
+    unless column_exists?(:users, :signal_uid)
+      add_column :users, :signal_uid, :string, limit: 50
+      add_index :users, :signal_uid
+    end
+    User.reset_column_information
+
+    # Register WhatsApp UID with ObjectManager for UI
+    # Column name: whatsapp_uid, Display name: "WhatsApp User ID"
+    ObjectManager::Attribute.add(
+      force:       true,
+      object:      'User',
+      name:        'whatsapp_uid',
+      display:     'WhatsApp User ID',
+      data_type:   'input',
+      data_option: {
+        type:       'text',
+        maxlength:  50,
+        null:       true,
+        item_class: 'formGroup--halfSize',
+      },
+      editable:    false,
+      active:      true,
+      screens:     {
+        signup:          {},
+        invite_agent:    {},
+        invite_customer: {},
+        edit:            {
+          '-all-' => {
+            null: true,
+          },
+        },
+        create:          {
+          '-all-' => {
+            null: true,
+          },
+        },
+        view:            {
+          '-all-' => {
+            shown: true,
+          },
+        },
+      },
+      to_create:     false,
+      to_migrate:    false,
+      to_delete:     false,
+      position:      710,
+      created_by_id: 1,
+      updated_by_id: 1,
+    )
+
+    # Register Signal UID with ObjectManager for UI
+    # Column name: signal_uid, Display name: "Signal User ID"
+    ObjectManager::Attribute.add(
+      force:       true,
+      object:      'User',
+      name:        'signal_uid',
+      display:     'Signal User ID',
+      data_type:   'input',
+      data_option: {
+        type:       'text',
+        maxlength:  50,
+        null:       true,
+        item_class: 'formGroup--halfSize',
+      },
+      editable:    false,
+      active:      true,
+      screens:     {
+        signup:          {},
+        invite_agent:    {},
+        invite_customer: {},
+        edit:            {
+          '-all-' => {
+            null: true,
+          },
+        },
+        create:          {
+          '-all-' => {
+            null: true,
+          },
+        },
+        view:            {
+          '-all-' => {
+            shown: true,
+          },
+        },
+      },
+      to_create:     false,
+      to_migrate:    false,
+      to_delete:     false,
+      position:      720,
+      created_by_id: 1,
+      updated_by_id: 1,
+    )
+  end
+
+  def self.down
+    ObjectManager::Attribute.remove(
+      object: 'User',
+      name:   'whatsapp_uid',
+    )
+
+    ObjectManager::Attribute.remove(
+      object: 'User',
+      name:   'signal_uid',
+    )
+
+    remove_index :users, :whatsapp_uid if index_exists?(:users, :whatsapp_uid)
+    remove_column :users, :whatsapp_uid if column_exists?(:users, :whatsapp_uid)
+
+    remove_index :users, :signal_uid if index_exists?(:users, :signal_uid)
+    remove_column :users, :signal_uid if column_exists?(:users, :signal_uid)
+  end
+end

packages/zammad-addon-bridge/src/db/addon/bridge/20260120000001_add_signal_notification_settings.rb

@@ -0,0 +1,69 @@
+# frozen_string_literal: true
+
+class AddSignalNotificationSettings < ActiveRecord::Migration[5.2]
+  def self.up
+    # Register Signal notification transaction backend
+    # Using 0105 to run after email notifications (0100)
+    Setting.create_if_not_exists(
+      title:       'Defines transaction backend.',
+      name:        '0105_signal_notification',
+      area:        'Transaction::Backend::Async',
+      description: 'Defines the transaction backend to send Signal notifications.',
+      options:     {},
+      state:       'Transaction::SignalNotification',
+      frontend:    false
+    )
+
+    # Global enable/disable for Signal notifications
+    Setting.create_if_not_exists(
+      title:       'Signal Notifications',
+      name:        'signal_notification_enabled',
+      area:        'Integration::Switch',
+      description: 'Enable or disable Signal notifications for agents.',
+      options:     {
+        form: [
+          {
+            display: '',
+            null:    true,
+            name:    'signal_notification_enabled',
+            tag:     'boolean',
+            options: {
+              true  => 'yes',
+              false => 'no',
+            },
+          },
+        ],
+      },
+      state:       false,
+      preferences: {
+        prio:       1,
+        permission: ['admin.integration'],
+      },
+      frontend:    true
+    )
+
+    # Which Signal channel/bot to use for sending notifications
+    Setting.create_if_not_exists(
+      title:       'Signal Notification Channel',
+      name:        'signal_notification_channel_id',
+      area:        'Integration::SignalNotification',
+      description: 'The Signal channel (bot) used to send notifications to agents.',
+      options:     {},
+      state:       nil,
+      preferences: {
+        prio:       2,
+        permission: ['admin.integration'],
+      },
+      frontend:    false
+    )
+
+  end
+
+  def self.down
+    # Only destroy the transaction backend registration.
+    # Preserve signal_notification_enabled and signal_notification_channel_id
+    # so admin configuration survives addon reinstalls (setup.rb runs
+    # uninstall + install on every container start).
+    Setting.find_by(name: '0105_signal_notification')&.destroy
+  end
+end

packages/zammad-addon-bridge/src/lib/signal_notification_sender.rb

@@ -0,0 +1,139 @@
+# frozen_string_literal: true
+
+require 'erb'
+
+class SignalNotificationSender
+  TEMPLATE_DIR = Rails.root.join('app', 'views', 'signal_notification')
+
+  class << self
+    def build_message(ticket:, article:, user:, type:, changes:)
+      template_name = template_for_type(type)
+      return if template_name.blank?
+
+      locale = user.locale || Setting.get('locale_default') || 'en'
+      template_path = find_template(template_name, locale)
+      return if template_path.blank?
+
+      render_template(template_path, binding_for(ticket, article, user, changes))
+    end
+
+    def send_message(channel:, recipient:, message:)
+      return if Rails.env.test?
+      return if channel.blank?
+      return if recipient.blank?
+      return if message.blank?
+
+      api_url = channel.options['bot_endpoint'] || channel.options[:bot_endpoint]
+      api_token = channel.options['bot_token'] || channel.options[:bot_token]
+
+      return if api_url.blank? || api_token.blank?
+
+      api = CdrSignalApi.new(api_url, api_token)
+      api.send_message(recipient, message)
+    end
+
+    private
+
+    def template_for_type(type)
+      case type
+      when 'create'
+        'ticket_create'
+      when 'update', 'update.merged_into', 'update.received_merge', 'update.reaction'
+        'ticket_update'
+      when 'reminder_reached'
+        'ticket_reminder_reached'
+      when 'escalation', 'escalation_warning'
+        'ticket_escalation'
+      end
+    end
+
+    def find_template(template_name, locale)
+      base_locale = locale.split('-').first
+
+      [locale, base_locale, 'en'].uniq.each do |try_locale|
+        path = TEMPLATE_DIR.join(template_name, "#{try_locale}.txt.erb")
+        return path if File.exist?(path)
+      end
+
+      nil
+    end
+
+    def binding_for(ticket, article, user, changes)
+      TemplateContext.new(
+        ticket:  ticket,
+        article: article,
+        user:    user,
+        changes: changes,
+        config:  {
+          http_type:    Setting.get('http_type'),
+          fqdn:         Setting.get('fqdn'),
+          product_name: Setting.get('product_name')
+        }
+      ).get_binding
+    end
+
+    def render_template(template_path, binding)
+      template = File.read(template_path)
+      erb = ERB.new(template, trim_mode: '-')
+      erb.result(binding).strip
+    end
+  end
+
+  class TemplateContext
+    attr_reader :ticket, :article, :recipient, :changes, :config
+
+    def initialize(ticket:, article:, user:, changes:, config:)
+      @ticket    = ticket
+      @article   = article
+      @recipient = user
+      @changes   = changes
+      @config    = OpenStruct.new(config)
+    end
+
+    def get_binding
+      binding
+    end
+
+    def ticket_url
+      "#{config.http_type}://#{config.fqdn}/#ticket/zoom/#{ticket.id}"
+    end
+
+    def ticket_url_with_article
+      if article
+        "#{ticket_url}/#{article.id}"
+      else
+        ticket_url
+      end
+    end
+
+    def current_user
+      @current_user ||= User.lookup(id: ticket.updated_by_id) || User.lookup(id: 1)
+    end
+
+    def changes_summary
+      return '' if changes.blank?
+
+      changes.map { |key, values| "#{key}: #{values[0]} -> #{values[1]}" }.join("\n")
+    end
+
+    def article_body_preview(max_length = 500)
+      return '' unless article
+      return '' if article.body.blank?
+
+      body = article.body.to_s
+      body = ActionController::Base.helpers.strip_tags(body) if article.content_type&.include?('html')
+      body = body.gsub(/\s+/, ' ').strip
+
+      if body.length > max_length
+        "#{body[0, max_length]}..."
+      else
+        body
+      end
+    end
+
+    def t(text)
+      locale = recipient.locale || Setting.get('locale_default') || 'en'
+      Translation.translate(locale, text)
+    end
+  end
+end

packages/zammad-addon-bridge/turbo.json

@@ -0,0 +1,9 @@
+{
+  "$schema": "https://turbo.build/schema.json",
+  "extends": ["//"],
+  "tasks": {
+    "build": {
+      "outputs": ["../../docker/zammad/addons/zammad-addon-bridge-v*.zpm"]
+    }
+  }
+}

packages/zammad-addon-common/package.json

@@ -1,6 +1,6 @@
 {
   "name": "@link-stack/zammad-addon-common",
-  "version": "3.3.5",
+  "version": "3.5.0-beta.1",
   "description": "",
   "bin": {
     "zpm-build": "./dist/build.js",

packages/zammad-addon-hardening/package.json

@@ -1,7 +1,7 @@
 {
   "name": "@link-stack/zammad-addon-hardening",
   "displayName": "Hardening",
-  "version": "3.3.5",
+  "version": "3.5.0-beta.1",
   "description": "A Zammad addon that hardens a Zammad instance according to CDR's needs.",
   "scripts": {
     "build": "node '../zammad-addon-common/dist/build.js'",

packages/zammad-addon-hardening/turbo.json

@@ -0,0 +1,9 @@
+{
+  "$schema": "https://turbo.build/schema.json",
+  "extends": ["//"],
+  "tasks": {
+    "build": {
+      "outputs": ["../../docker/zammad/addons/zammad-addon-hardening-v*.zpm"]
+    }
+  }
+}