Add Web Push notifications for backgrounded/frozen browser tabs

The SSE + in-page toast/sound system only works while the tab's JS is
actually running — Chrome (and other browsers) freeze a backgrounded
tab's JS after a stretch of inactivity to save power, so notifications
silently stop regardless of how correct the SSE/toast code is. A Service
Worker is the only mechanism that keeps receiving events independent of
the tab's own lifecycle, so this adds a real Web Push pipeline:

- New `push_subscriptions` table (one row per browser/device a user has
  subscribed from; endpoint is unique so re-subscribing overwrites
  rather than accumulating stale rows).
- VAPID keypair config (lib/push/vapid.ts) — reads
  VAPID_PUBLIC_KEY/VAPID_PRIVATE_KEY/VAPID_SUBJECT from the environment;
  push is silently disabled (never throws) if they're unset, matching
  this codebase's existing "an optional integration outage must never
  break the core flow" pattern (see the LDAP auth comment).
- public/sw.js: a minimal service worker — `push` -> showNotification,
  `notificationclick` -> focus or open the ticket.
- API routes: GET /api/push/vapid-public-key (client needs it to call
  pushManager.subscribe), POST/DELETE /api/push/subscribe.
- lib/push/client.ts: registers the service worker and subscribes,
  called from the notification bell after granting permission and again
  on mount for returning users who already granted it.
- lib/tickets/service.ts: appendMessage() now also fires a push (fire-
  and-forget, never awaited by the caller) to every admin plus the
  ticket's assignee whenever a *customer* message arrives — same "who
  should know" rule as the in-page toast (lib/tickets/visibility.ts).
  Failed sends are inspected: a 404/410 (push service no longer
  recognizes the subscription) prunes the row; anything else is just
  logged, since it might be transient.

Verified server-side end-to-end on this VM: saved a subscription via the
API, created a customer ticket, and confirmed the push attempt actually
fires (web-push validated and rejected a deliberately-malformed test
key, proving the send path is wired correctly) without blocking or
crashing ticket creation. Couldn't verify the full real-browser
subscribe-and-receive path or an actual OS popup from here — this VM has
no desktop/notification service, and headless Chromium's Notification
permission can't be reliably granted in this sandbox (unrelated to the
app code); that last mile needs verifying on a real machine.

Co-Authored-By: Claude Sonnet 5 <noreply@anthropic.com>
Claude-Session: https://claude.ai/code/session_012o9j9RezxbZVKQMrB7oRLY

package-lock.json

@@ -21,6 +21,7 @@
         "react": "19.2.4",
         "react-dom": "19.2.4",
         "telegraf": "^4.16.3",
+        "web-push": "^3.6.7",
         "zod": "^4.4.3"
       },
       "devDependencies": {
@@ -32,6 +33,7 @@
         "@types/nodemailer": "^8.0.1",
         "@types/react": "^19",
         "@types/react-dom": "^19",
+        "@types/web-push": "^3.6.4",
         "drizzle-kit": "^0.31.10",
         "eslint": "^9",
         "eslint-config-next": "16.2.12",
@@ -2876,6 +2878,15 @@
         "@types/react": "^19.2.0"
       }
     },
+    "node_modules/@types/web-push": {
+      "version": "3.6.4",
+      "resolved": "https://registry.npmjs.org/@types/web-push/-/web-push-3.6.4.tgz",
+      "integrity": "sha512-GnJmSr40H3RAnj0s34FNTcJi1hmWFV5KXugE0mYWnYhgTAHLJ/dJKAwDmvPJYMke0RplY2XE9LnM4hqSqKIjhQ==",
+      "dev": true,
+      "dependencies": {
+        "@types/node": "*"
+      }
+    },
     "node_modules/@typescript-eslint/eslint-plugin": {
       "version": "8.65.0",
       "resolved": "https://registry.npmjs.org/@typescript-eslint/eslint-plugin/-/eslint-plugin-8.65.0.tgz",
@@ -3611,6 +3622,14 @@
         "acorn": "^6.0.0 || ^7.0.0 || ^8.0.0"
       }
     },
+    "node_modules/agent-base": {
+      "version": "7.1.4",
+      "resolved": "https://registry.npmjs.org/agent-base/-/agent-base-7.1.4.tgz",
+      "integrity": "sha512-MnA+YT8fwfJPgBx3m60MNqakm30XOkyIoH1y6huTQvC0PwZG7ki8NacLBcrPbNoo8vEZy7Jpuk7+jMO+CUovTQ==",
+      "engines": {
+        "node": ">= 14"
+      }
+    },
     "node_modules/ajv": {
       "version": "6.15.0",
       "resolved": "https://registry.npmjs.org/ajv/-/ajv-6.15.0.tgz",
@@ -3824,6 +3843,17 @@
         "url": "https://github.com/sponsors/ljharb"
       }
     },
+    "node_modules/asn1.js": {
+      "version": "5.4.1",
+      "resolved": "https://registry.npmjs.org/asn1.js/-/asn1.js-5.4.1.tgz",
+      "integrity": "sha512-+I//4cYPccV8LdmBLiX8CYvf9Sp3vQsrqu2QNXRcrbiWvcx/UdlFiqUJJzxRQxgsZmvhXhn4cSKeSmoFjVdupA==",
+      "dependencies": {
+        "bn.js": "^4.0.0",
+        "inherits": "^2.0.1",
+        "minimalistic-assert": "^1.0.0",
+        "safer-buffer": "^2.1.0"
+      }
+    },
     "node_modules/assert-plus": {
       "version": "1.0.0",
       "resolved": "https://registry.npmjs.org/assert-plus/-/assert-plus-1.0.0.tgz",
@@ -3975,6 +4005,11 @@
         "readable-stream": "^3.4.0"
       }
     },
+    "node_modules/bn.js": {
+      "version": "4.12.5",
+      "resolved": "https://registry.npmjs.org/bn.js/-/bn.js-4.12.5.tgz",
+      "integrity": "sha512-3aRg6/JxfffFD+OlOjOFR3Vo79l39ooBTFucxx+MT3dhCtzn3EmiUPQo+6/OZuI2jbXi3YKgmiTFBgChQMwIRQ=="
+    },
     "node_modules/brace-expansion": {
       "version": "1.1.16",
       "resolved": "https://registry.npmjs.org/brace-expansion/-/brace-expansion-1.1.16.tgz",
@@ -4067,6 +4102,11 @@
       "resolved": "https://registry.npmjs.org/buffer-alloc-unsafe/-/buffer-alloc-unsafe-1.1.0.tgz",
       "integrity": "sha512-TEM2iMIEQdJ2yjPJoSIsldnleVaAk1oW3DBVUykyOLsEsFmEc9kn+SFFPz+gl54KQNxlDnAwCXosOS9Okx2xAg=="
     },
+    "node_modules/buffer-equal-constant-time": {
+      "version": "1.0.1",
+      "resolved": "https://registry.npmjs.org/buffer-equal-constant-time/-/buffer-equal-constant-time-1.0.1.tgz",
+      "integrity": "sha512-zRpUiDwd/xk6ADqPMATG8vc9VPrkck7T07OIx0gnjmJAnHnTVXNQG3vfvWNuiZIkwu9KrKdA1iJKfsfTVxE6NA=="
+    },
     "node_modules/buffer-fill": {
       "version": "1.0.0",
       "resolved": "https://registry.npmjs.org/buffer-fill/-/buffer-fill-1.0.0.tgz",
@@ -4659,6 +4699,14 @@
         "node": ">= 0.4"
       }
     },
+    "node_modules/ecdsa-sig-formatter": {
+      "version": "1.0.11",
+      "resolved": "https://registry.npmjs.org/ecdsa-sig-formatter/-/ecdsa-sig-formatter-1.0.11.tgz",
+      "integrity": "sha512-nagl3RYrbNv6kQkeJIpt6NJZy8twLB/2vtz6yN9Z4vRKHN4/QZJIEbqohALSgwKdnksuY3k5Addp5lg8sVoVcQ==",
+      "dependencies": {
+        "safe-buffer": "^5.0.1"
+      }
+    },
     "node_modules/electron-to-chromium": {
       "version": "1.5.396",
       "resolved": "https://registry.npmjs.org/electron-to-chromium/-/electron-to-chromium-1.5.396.tgz",
@@ -5921,6 +5969,26 @@
         "url": "https://github.com/fb55/entities?sponsor=1"
       }
     },
+    "node_modules/http_ece": {
+      "version": "1.2.0",
+      "resolved": "https://registry.npmjs.org/http_ece/-/http_ece-1.2.0.tgz",
+      "integrity": "sha512-JrF8SSLVmcvc5NducxgyOrKXe3EsyHMgBFgSaIUGmArKe+rwr0uphRkRXvwiom3I+fpIfoItveHrfudL8/rxuA==",
+      "engines": {
+        "node": ">=16"
+      }
+    },
+    "node_modules/https-proxy-agent": {
+      "version": "7.0.6",
+      "resolved": "https://registry.npmjs.org/https-proxy-agent/-/https-proxy-agent-7.0.6.tgz",
+      "integrity": "sha512-vK9P5/iUfdl95AI+JVyUuIcVtd4ofvtrOr3HNtM2yxC9bnMbEdp3x01OhQNnjb8IJYi38VlTE3mBXwcfvywuSw==",
+      "dependencies": {
+        "agent-base": "^7.1.2",
+        "debug": "4"
+      },
+      "engines": {
+        "node": ">= 14"
+      }
+    },
     "node_modules/iconv-lite": {
       "version": "0.7.3",
       "resolved": "https://registry.npmjs.org/iconv-lite/-/iconv-lite-0.7.3.tgz",
@@ -6562,6 +6630,25 @@
         "node": ">=4.0"
       }
     },
+    "node_modules/jwa": {
+      "version": "2.0.1",
+      "resolved": "https://registry.npmjs.org/jwa/-/jwa-2.0.1.tgz",
+      "integrity": "sha512-hRF04fqJIP8Abbkq5NKGN0Bbr3JxlQ+qhZufXVr0DvujKy93ZCbXZMHDL4EOtodSbCWxOqR8MS1tXA5hwqCXDg==",
+      "dependencies": {
+        "buffer-equal-constant-time": "^1.0.1",
+        "ecdsa-sig-formatter": "1.0.11",
+        "safe-buffer": "^5.0.1"
+      }
+    },
+    "node_modules/jws": {
+      "version": "4.0.1",
+      "resolved": "https://registry.npmjs.org/jws/-/jws-4.0.1.tgz",
+      "integrity": "sha512-EKI/M/yqPncGUUh44xz0PxSidXFr/+r0pA70+gIYhjv+et7yxM+s29Y+VGDkovRofQem0fs7Uvf4+YmAdyRduA==",
+      "dependencies": {
+        "jwa": "^2.0.1",
+        "safe-buffer": "^5.0.1"
+      }
+    },
     "node_modules/keyv": {
       "version": "4.5.4",
       "resolved": "https://registry.npmjs.org/keyv/-/keyv-4.5.4.tgz",
@@ -7044,6 +7131,11 @@
         "url": "https://github.com/sponsors/sindresorhus"
       }
     },
+    "node_modules/minimalistic-assert": {
+      "version": "1.0.1",
+      "resolved": "https://registry.npmjs.org/minimalistic-assert/-/minimalistic-assert-1.0.1.tgz",
+      "integrity": "sha512-UtJcAD4yEaGtjPezWuO9wC4nwUnVH/8/Im3yEHQP4b67cXlD/Qr9hdITCU1xDbSEXg2XKNaP8jsReV7vQd00/A=="
+    },
     "node_modules/minimatch": {
       "version": "3.1.5",
       "resolved": "https://registry.npmjs.org/minimatch/-/minimatch-3.1.5.tgz",
@@ -9881,6 +9973,24 @@
         "url": "https://github.com/sponsors/jonschlinkert"
       }
     },
+    "node_modules/web-push": {
+      "version": "3.6.7",
+      "resolved": "https://registry.npmjs.org/web-push/-/web-push-3.6.7.tgz",
+      "integrity": "sha512-OpiIUe8cuGjrj3mMBFWY+e4MMIkW3SVT+7vEIjvD9kejGUypv8GPDf84JdPWskK8zMRIJ6xYGm+Kxr8YkPyA0A==",
+      "dependencies": {
+        "asn1.js": "^5.3.0",
+        "http_ece": "1.2.0",
+        "https-proxy-agent": "^7.0.0",
+        "jws": "^4.0.0",
+        "minimist": "^1.2.5"
+      },
+      "bin": {
+        "web-push": "src/cli.js"
+      },
+      "engines": {
+        "node": ">= 16"
+      }
+    },
     "node_modules/webidl-conversions": {
       "version": "3.0.1",
       "resolved": "https://registry.npmjs.org/webidl-conversions/-/webidl-conversions-3.0.1.tgz",

package.json

@@ -27,6 +27,7 @@
     "react": "19.2.4",
     "react-dom": "19.2.4",
     "telegraf": "^4.16.3",
+    "web-push": "^3.6.7",
     "zod": "^4.4.3"
   },
   "devDependencies": {
@@ -38,6 +39,7 @@
     "@types/nodemailer": "^8.0.1",
     "@types/react": "^19",
     "@types/react-dom": "^19",
+    "@types/web-push": "^3.6.4",
     "drizzle-kit": "^0.31.10",
     "eslint": "^9",
     "eslint-config-next": "16.2.12",

public/sw.js

@@ -0,0 +1,39 @@
+// Web Push service worker. Deliberately minimal — no offline caching, no
+// asset interception. Its only job is to keep receiving push events even
+// when the page's own tab is frozen or closed, and turn them into an OS
+// notification.
+
+self.addEventListener("push", (event) => {
+  let payload = { title: "top-tickets", body: "", url: "/dashboard" };
+  try {
+    if (event.data) payload = { ...payload, ...event.data.json() };
+  } catch {
+    // malformed payload — fall back to the generic notification above
+  }
+
+  event.waitUntil(
+    self.registration.showNotification(payload.title, {
+      body: payload.body,
+      icon: "/icon.svg",
+      data: { url: payload.url },
+    }),
+  );
+});
+
+self.addEventListener("notificationclick", (event) => {
+  event.notification.close();
+  const url = event.notification.data && event.notification.data.url ? event.notification.data.url : "/dashboard";
+
+  event.waitUntil(
+    (async () => {
+      const clientsList = await self.clients.matchAll({ type: "window", includeUncontrolled: true });
+      const existing = clientsList.find((c) => "focus" in c);
+      if (existing) {
+        await existing.navigate(url);
+        await existing.focus();
+        return;
+      }
+      await self.clients.openWindow(url);
+    })(),
+  );
+});

src/app/(admin)/notification-toggle.tsx

@@ -1,7 +1,8 @@
 "use client";
 
-import { useState } from "react";
+import { useEffect, useState } from "react";
 import { Bell, BellOff } from "lucide-react";
+import { ensurePushSubscribed } from "@/lib/push/client";
 
 function initialPermission(): NotificationPermission | "unsupported" {
   if (typeof window === "undefined" || !("Notification" in window)) return "unsupported";
@@ -11,11 +12,20 @@ function initialPermission(): NotificationPermission | "unsupported" {
 export function NotificationToggle() {
   const [permission, setPermission] = useState(initialPermission);
 
+  // Returning user who already granted permission in an earlier session —
+  // make sure the push subscription is (still) registered, not just the
+  // notification permission.
+  useEffect(() => {
+    if (permission === "granted") void ensurePushSubscribed();
+  }, [permission]);
+
   if (permission === "unsupported") return null;
 
   async function requestPermission() {
     if (permission === "granted") return; // no API to revoke it programmatically — only the browser's own site settings can
-    setPermission(await Notification.requestPermission());
+    const next = await Notification.requestPermission();
+    setPermission(next);
+    if (next === "granted") void ensurePushSubscribed();
   }
 
   return (

src/app/api/push/subscribe/route.ts

@@ -0,0 +1,44 @@
+export const runtime = "nodejs";
+
+import { NextResponse } from "next/server";
+import { z } from "zod";
+import { requireSession } from "@/lib/auth/require";
+import { savePushSubscription, deletePushSubscriptionByEndpoint } from "@/lib/push/service";
+
+const subscribeSchema = z.object({
+  endpoint: z.string().url(),
+  keys: z.object({
+    p256dh: z.string().min(1),
+    auth: z.string().min(1),
+  }),
+});
+
+export async function POST(request: Request) {
+  const { session, response } = await requireSession();
+  if (!session) return response;
+
+  const body = await request.json().catch(() => null);
+  const parsed = subscribeSchema.safeParse(body);
+  if (!parsed.success) {
+    return NextResponse.json({ error: "Invalid input" }, { status: 400 });
+  }
+
+  await savePushSubscription(session.user.id, parsed.data);
+  return NextResponse.json({ ok: true }, { status: 201 });
+}
+
+const unsubscribeSchema = z.object({ endpoint: z.string().url() });
+
+export async function DELETE(request: Request) {
+  const { session, response } = await requireSession();
+  if (!session) return response;
+
+  const body = await request.json().catch(() => null);
+  const parsed = unsubscribeSchema.safeParse(body);
+  if (!parsed.success) {
+    return NextResponse.json({ error: "Invalid input" }, { status: 400 });
+  }
+
+  await deletePushSubscriptionByEndpoint(parsed.data.endpoint);
+  return NextResponse.json({ ok: true });
+}

src/app/api/push/vapid-public-key/route.ts

@@ -0,0 +1,16 @@
+export const runtime = "nodejs";
+
+import { NextResponse } from "next/server";
+import { requireSession } from "@/lib/auth/require";
+import { getVapidPublicKey } from "@/lib/push/vapid";
+
+export async function GET() {
+  const { session, response } = await requireSession();
+  if (!session) return response;
+
+  const publicKey = getVapidPublicKey();
+  if (!publicKey) {
+    return NextResponse.json({ error: "Push not configured" }, { status: 503 });
+  }
+  return NextResponse.json({ publicKey });
+}

src/lib/db/migrations/0006_big_daredevil.sql

@@ -0,0 +1,11 @@
+CREATE TABLE `push_subscriptions` (
+	`id` text PRIMARY KEY NOT NULL,
+	`user_id` text NOT NULL,
+	`endpoint` text NOT NULL,
+	`p256dh` text NOT NULL,
+	`auth` text NOT NULL,
+	`created_at` integer DEFAULT (unixepoch('subsec') * 1000) NOT NULL,
+	FOREIGN KEY (`user_id`) REFERENCES `users`(`id`) ON UPDATE no action ON DELETE cascade
+);
+--> statement-breakpoint
+CREATE UNIQUE INDEX `push_subscriptions_endpoint_unique` ON `push_subscriptions` (`endpoint`);

src/lib/db/migrations/meta/_journal.json

@@ -43,6 +43,13 @@
       "when": 1785138258070,
       "tag": "0005_colorful_gorilla_man",
       "breakpoints": true
+    },
+    {
+      "idx": 6,
+      "version": "6",
+      "when": 1786130418783,
+      "tag": "0006_big_daredevil",
+      "breakpoints": true
     }
   ]
 }

src/lib/db/schema.ts

@@ -210,3 +210,21 @@ export const ticketTags = sqliteTable(
   },
   (table) => [primaryKey({ columns: [table.ticketId, table.tagId] })],
 );
+
+/**
+ * One row per browser/device a user has subscribed to Web Push on — a user
+ * can have several (desktop + phone, multiple browsers, ...). `endpoint` is
+ * unique per subscription and doubles as a natural dedup key: re-subscribing
+ * from the same browser (e.g. after clearing permission and re-granting)
+ * overwrites the old keys rather than accumulating stale rows.
+ */
+export const pushSubscriptions = sqliteTable("push_subscriptions", {
+  id: id(),
+  userId: text("user_id")
+    .notNull()
+    .references(() => users.id, { onDelete: "cascade" }),
+  endpoint: text("endpoint").notNull().unique(),
+  p256dh: text("p256dh").notNull(),
+  auth: text("auth").notNull(),
+  createdAt: timestamps.createdAt,
+});

src/lib/push/client.ts

@@ -0,0 +1,52 @@
+"use client";
+
+function urlBase64ToUint8Array(base64String: string): Uint8Array {
+  const padding = "=".repeat((4 - (base64String.length % 4)) % 4);
+  const base64 = (base64String + padding).replace(/-/g, "+").replace(/_/g, "/");
+  const rawData = window.atob(base64);
+  const outputArray = new Uint8Array(rawData.length);
+  for (let i = 0; i < rawData.length; i++) {
+    outputArray[i] = rawData.charCodeAt(i);
+  }
+  return outputArray;
+}
+
+/**
+ * Registers the service worker and makes sure a push subscription exists
+ * and is saved server-side. Best-effort only: quietly no-ops if push isn't
+ * supported, permission isn't granted, or anything in the chain fails —
+ * this is an enhancement on top of the in-page toast, never something a
+ * page load should be blocked or broken by.
+ */
+export async function ensurePushSubscribed(): Promise<void> {
+  if (typeof window === "undefined") return;
+  if (!("serviceWorker" in navigator) || !("PushManager" in window)) return;
+  if (Notification.permission !== "granted") return;
+
+  try {
+    const registration = await navigator.serviceWorker.register("/sw.js");
+    await navigator.serviceWorker.ready;
+
+    let subscription = await registration.pushManager.getSubscription();
+    if (!subscription) {
+      const keyRes = await fetch("/api/push/vapid-public-key");
+      if (!keyRes.ok) return; // push not configured server-side yet
+      const { publicKey } = await keyRes.json();
+      subscription = await registration.pushManager.subscribe({
+        userVisibleOnly: true,
+        // lib.dom's BufferSource typing is stricter than the runtime value
+        // actually needs to satisfy — this Uint8Array is always backed by a
+        // plain (non-shared) ArrayBuffer.
+        applicationServerKey: urlBase64ToUint8Array(publicKey) as BufferSource,
+      });
+    }
+
+    await fetch("/api/push/subscribe", {
+      method: "POST",
+      headers: { "Content-Type": "application/json" },
+      body: JSON.stringify(subscription.toJSON()),
+    });
+  } catch {
+    // best-effort — a failure here must never disrupt the page
+  }
+}

src/lib/push/service.ts

@@ -0,0 +1,78 @@
+import { eq, inArray } from "drizzle-orm";
+import { db } from "@/lib/db/client";
+import { pushSubscriptions, users } from "@/lib/db/schema";
+import type { TicketDTO, MessageDTO } from "@/lib/tickets/types";
+import { webpush, ensureVapidConfigured } from "./vapid";
+
+export interface PushSubscriptionKeys {
+  endpoint: string;
+  keys: { p256dh: string; auth: string };
+}
+
+/** Re-subscribing from the same browser (e.g. after clearing site data and re-granting) overwrites the old row via the endpoint's unique constraint, rather than accumulating stale duplicates. */
+export async function savePushSubscription(userId: string, sub: PushSubscriptionKeys): Promise<void> {
+  await db
+    .insert(pushSubscriptions)
+    .values({ userId, endpoint: sub.endpoint, p256dh: sub.keys.p256dh, auth: sub.keys.auth })
+    .onConflictDoUpdate({
+      target: pushSubscriptions.endpoint,
+      set: { userId, p256dh: sub.keys.p256dh, auth: sub.keys.auth },
+    });
+}
+
+export async function deletePushSubscriptionByEndpoint(endpoint: string): Promise<void> {
+  await db.delete(pushSubscriptions).where(eq(pushSubscriptions.endpoint, endpoint));
+}
+
+async function sendPushToUsers(userIds: string[], payload: { title: string; body: string; url: string }): Promise<void> {
+  if (userIds.length === 0 || !ensureVapidConfigured()) return;
+
+  const subs = await db.query.pushSubscriptions.findMany({ where: inArray(pushSubscriptions.userId, userIds) });
+
+  await Promise.all(
+    subs.map(async (sub) => {
+      try {
+        await webpush.sendNotification(
+          { endpoint: sub.endpoint, keys: { p256dh: sub.p256dh, auth: sub.auth } },
+          JSON.stringify(payload),
+        );
+      } catch (err) {
+        // A 404/410 means the push service no longer recognizes this
+        // subscription (browser unsubscribed, site data cleared, endpoint
+        // expired) — prune it so future sends stop failing on it. Any other
+        // error (a transient network blip, ...) is left alone to retry on
+        // the next event rather than deleting a possibly-still-good row.
+        const statusCode = (err as { statusCode?: number }).statusCode;
+        if (statusCode === 404 || statusCode === 410) {
+          await db.delete(pushSubscriptions).where(eq(pushSubscriptions.endpoint, sub.endpoint));
+        } else {
+          console.error("[push] send failed for", sub.endpoint, err);
+        }
+      }
+    }),
+  );
+}
+
+/**
+ * Pushes to every admin plus the ticket's assignee (if any) — the same
+ * "who should know about this" set the in-page toast uses (see
+ * lib/tickets/visibility.ts), so a subscribed device is notified even while
+ * its browser tab is frozen in the background. Callers only invoke this for
+ * customer-authored messages; an agent's own reply or internal note is the
+ * agent's own action, not a signal anyone needs pushed to them.
+ */
+export async function notifyPushForCustomerMessage(
+  ticket: TicketDTO,
+  message: MessageDTO,
+  ticketIsNew: boolean,
+): Promise<void> {
+  const admins = await db.query.users.findMany({ where: eq(users.role, "admin") });
+  const userIds = new Set(admins.map((u) => u.id));
+  if (ticket.assigneeId) userIds.add(ticket.assigneeId);
+
+  await sendPushToUsers([...userIds], {
+    title: ticketIsNew ? "Новая заявка" : `Сообщение от ${message.authorName}`,
+    body: ticketIsNew ? ticket.subject : message.body.slice(0, 120),
+    url: `/tickets/${ticket.id}`,
+  });
+}

src/lib/push/vapid.ts

@@ -0,0 +1,31 @@
+import webpush from "web-push";
+
+let configured: boolean | null = null;
+
+/**
+ * Configures the web-push client once, lazily. Returns false (and leaves
+ * push silently disabled) if the VAPID env vars aren't set — a missing or
+ * incomplete config must never break ticket/message creation, the same way
+ * a directory outage must never break local login.
+ */
+export function ensureVapidConfigured(): boolean {
+  if (configured !== null) return configured;
+
+  const publicKey = process.env.VAPID_PUBLIC_KEY;
+  const privateKey = process.env.VAPID_PRIVATE_KEY;
+  const subject = process.env.VAPID_SUBJECT;
+  if (!publicKey || !privateKey || !subject) {
+    configured = false;
+    return false;
+  }
+
+  webpush.setVapidDetails(subject, publicKey, privateKey);
+  configured = true;
+  return true;
+}
+
+export function getVapidPublicKey(): string | null {
+  return process.env.VAPID_PUBLIC_KEY ?? null;
+}
+
+export { webpush };

src/lib/tickets/service.ts

@@ -12,6 +12,7 @@ import {
   ticketTags,
 } from "@/lib/db/schema";
 import { publishTicketEvent } from "@/lib/events/bus";
+import { notifyPushForCustomerMessage } from "@/lib/push/service";
 import type {
   TicketDTO,
   MessageDTO,
@@ -165,6 +166,14 @@ async function appendMessage(params: {
     message: messageDto,
   });
 
+  // Fire-and-forget: push delivery is a best-effort side channel for
+  // backgrounded/frozen tabs, not part of the message-creation contract —
+  // callers (mail ingestion, the API routes) must not wait on or fail from
+  // a slow/unreachable push service.
+  if (params.authorType === "customer") {
+    void notifyPushForCustomerMessage(dto, messageDto, params.ticketIsNew);
+  }
+
   return { ticket: dto, message: messageDto };
 }