feat(support): report both channel outcomes on the feedback breadcrumb (#1252)

* feat(support): report both channel outcomes on the feedback breadcrumb

support_feedback_submitted recorded only whether the email delivered, so
"did the PostHog ticket actually open?" was unanswerable from PostHog.
The first time Support shipped, the only way to check was to reproduce
the submission with devtools open.

Both channels fail silently from the user's side, which is why this is
worth instrumenting: email is the delivery guarantee, so the UI shows
success even when the ticket failed, and a ticket that never opened
leaves nothing in PostHog Support to look at either.

Adds `email`, `ticket` and a derived `lost` to the event. `delivered` is
kept as-is so any existing insight filtering on it keeps working.

ticket: 'unavailable' is deliberately distinct from 'failed'.
Unavailable is the expected steady state (Support disabled, analytics
disabled, self-hosted); failed means conversations were live and the
call still did not land. Collapsing them would make the useful signal
unalertable. `lost` is true only when the message reached neither
channel, which is the one property worth an alert.

Still carries no message body: a test pins that free text never appears
in event properties.

Co-Authored-By: Claude Opus 5 (1M context) <noreply@anthropic.com>

* fix(support): run the ticket call concurrently and cap it

Addresses CodeRabbit's three findings on #1252.

The real one: submitFeedback awaited submitViaTicket AFTER the email,
so a hung sendMessage would hold the confirmation dialog open for as
long as it hung. The code comment claimed a slow ticket "must never
delay" the user while the code did exactly that.

Both channels now start together, so the user waits max(email, ticket)
rather than the sum, and the ticket is additionally capped at 4s. On
expiry it resolves to a new 'timeout' outcome rather than being rounded
to 'failed', keeping "conversations were live but slow" distinguishable
from "conversations errored". Email still decides ok either way.

Also: renamed the lost-state test, which claimed both channels failed
while configuring ticket: 'unavailable', and added the genuinely-failed
case alongside it plus coverage for the hanging-call path. Reformatted
the decision-log entry to the required [date] <decision>: <why> shape.

Co-Authored-By: Claude Opus 5 (1M context) <noreply@anthropic.com>

---------

Co-authored-by: Claude Opus 5 (1M context) <noreply@anthropic.com>

lib/support/__tests__/submit-feedback.test.ts

@@ -94,6 +94,9 @@ describe('submitFeedback', () => {
     expect(captureMock).toHaveBeenCalledWith('support_feedback_submitted', {
       subject: 'Hjälpsida',
       delivered: true,
+      email: 'ok',
+      ticket: 'ok',
+      lost: false,
     })
     // Free text is user content: it must never ride along as an event property.
     expect(JSON.stringify(captureMock.mock.calls)).not.toContain('känslig text')
@@ -180,4 +183,93 @@ describe('submitFeedback', () => {
       expect(sendMessageMock).not.toHaveBeenCalled()
     })
   })
+
+  describe('breadcrumb channel outcomes', () => {
+    it('reports ticket: ok when the ticket opened', async () => {
+      stubFetchOk()
+      await submitFeedback({ message: 'msg' })
+      expect(captureMock).toHaveBeenCalledWith(
+        'support_feedback_submitted',
+        expect.objectContaining({ ticket: 'ok', lost: false })
+      )
+    })
+
+    // 'unavailable' is the expected steady state (Support off, analytics off);
+    // 'failed' means conversations were live and the call still did not land.
+    // Only the second deserves an alert, so they must not collapse.
+    it("reports ticket: unavailable when conversations are not available", async () => {
+      isAvailableMock.mockReturnValue(false)
+      stubFetchOk()
+      await submitFeedback({ message: 'msg' })
+      expect(captureMock).toHaveBeenCalledWith(
+        'support_feedback_submitted',
+        expect.objectContaining({ ticket: 'unavailable' })
+      )
+    })
+
+    it('reports ticket: failed when sendMessage throws', async () => {
+      sendMessageMock.mockRejectedValueOnce(new Error('boom'))
+      stubFetchOk()
+      await submitFeedback({ message: 'msg' })
+      expect(captureMock).toHaveBeenCalledWith(
+        'support_feedback_submitted',
+        expect.objectContaining({ ticket: 'failed' })
+      )
+    })
+
+    it('reports email: failed but not lost when the ticket still opened', async () => {
+      vi.stubGlobal('fetch', vi.fn().mockResolvedValue({ ok: false, json: async () => ({}) }))
+      await submitFeedback({ message: 'msg' })
+      expect(captureMock).toHaveBeenCalledWith(
+        'support_feedback_submitted',
+        expect.objectContaining({ email: 'failed', ticket: 'ok', lost: false })
+      )
+    })
+
+    // The alerting signal: the user's message reached nobody at all.
+    it('sets lost when email failed and the ticket was unavailable', async () => {
+      isAvailableMock.mockReturnValue(false)
+      vi.stubGlobal('fetch', vi.fn().mockRejectedValue(new Error('down')))
+      await submitFeedback({ message: 'msg' })
+      expect(captureMock).toHaveBeenCalledWith(
+        'support_feedback_submitted',
+        expect.objectContaining({ email: 'failed', ticket: 'unavailable', lost: true })
+      )
+    })
+
+    it('sets lost when email failed and the ticket genuinely errored', async () => {
+      sendMessageMock.mockRejectedValueOnce(new Error('boom'))
+      vi.stubGlobal('fetch', vi.fn().mockRejectedValue(new Error('down')))
+      await submitFeedback({ message: 'msg' })
+      expect(captureMock).toHaveBeenCalledWith(
+        'support_feedback_submitted',
+        expect.objectContaining({ email: 'failed', ticket: 'failed', lost: true })
+      )
+    })
+
+    // A hung sendMessage must not hold the confirmation dialog open: the ticket
+    // is capped and reported as 'timeout', while email still decides ok.
+    it('does not let a hanging ticket call block the user', async () => {
+      vi.useFakeTimers()
+      sendMessageMock.mockImplementationOnce(() => new Promise(() => {}))
+      stubFetchOk()
+      const pending = submitFeedback({ message: 'msg' })
+      await vi.advanceTimersByTimeAsync(5000)
+      const result = await pending
+      vi.useRealTimers()
+
+      expect(result.ok).toBe(true)
+      expect(result.channels).toEqual(['email'])
+      expect(captureMock).toHaveBeenCalledWith(
+        'support_feedback_submitted',
+        expect.objectContaining({ email: 'ok', ticket: 'timeout', lost: false })
+      )
+    })
+
+    it('still carries no message body', async () => {
+      stubFetchOk()
+      await submitFeedback({ subject: 'Moms', message: 'hemlig fritext om bolaget' })
+      expect(JSON.stringify(captureMock.mock.calls)).not.toContain('hemlig fritext')
+    })
+  })
 })