From 3763fc0b15ab3044d21fc86fb45df6bb29814e7d Mon Sep 17 00:00:00 2001
From: Hoid <hoid@openclaw>
Date: Tue, 17 Feb 2026 22:16:14 +0000
Subject: [PATCH] Fix needs-reply: include unassigned tickets, fix reverse
 thread order bug

---
 bin/docfast-support | 14 +++++++-------
 1 file changed, 7 insertions(+), 7 deletions(-)

diff --git a/bin/docfast-support b/bin/docfast-support
index 708fba0..5c24030 100755
--- a/bin/docfast-support
+++ b/bin/docfast-support
@@ -161,16 +161,16 @@ async function cmdNeedsReply(args) {
 
   const needsReply = [];
   for (const c of conversations) {
-    // Only tickets assigned to the AI agent
-    const assignee = c.assignee?.email || c.user?.email || '';
-    if (assignee.toLowerCase() !== AI_AGENT_EMAIL.toLowerCase()) continue;
+    // Only tickets assigned to the AI agent or unassigned
+    const assignee = c.assignee?.email || '';
+    if (assignee && assignee.toLowerCase() !== AI_AGENT_EMAIL.toLowerCase()) continue;
 
     const tRes = await apiRequest('GET', `/conversations/${c.id}?embed=threads`);
-    if (tRes.status !== 200) continue;
+    if (tRes.status !== 200) { console.error(`  Ticket ${c.id}: API returned ${tRes.status}`); continue; }
     const threads = (tRes.data._embedded?.threads || [])
-      .filter(t => t.type !== 'note' && t.type !== 'lineitem') // ignore internal notes and line items
-    if (threads.length === 0) continue;
-    const lastThread = threads[threads.length - 1]; // threads are in chronological order
+      .filter(t => t.type !== 'note' && t.type !== 'lineitem');
+    if (threads.length === 0) { continue; }
+    const lastThread = threads[0]; // FreeScout returns threads in reverse chronological order (newest first)
     // type 'customer' = from customer, 'message' = from agent
     if (lastThread.type === 'customer') {
       needsReply.push(c);