first

apps/messaging/admin.py

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+from django.contrib import admin
+from .models import Message,MessageMention,MessageRevision
+admin.site.register([Message,MessageMention,MessageRevision])

apps/messaging/apps.py

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+from django.apps import AppConfig
+class MessagingConfig(AppConfig): name="apps.messaging"

apps/messaging/migrations/0001_initial.py

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+# Generated by Django 5.1.1 on 2026-09-05 07:03
+
+import django.db.models.deletion
+import uuid
+from django.conf import settings
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+
+    initial = True
+
+    dependencies = [
+        migrations.swappable_dependency(settings.AUTH_USER_MODEL),
+    ]
+
+    operations = [
+        migrations.CreateModel(
+            name='MessageMention',
+            fields=[
+                ('id', models.BigAutoField(auto_created=True, primary_key=True, serialize=False, verbose_name='ID')),
+                ('created_at', models.DateTimeField(auto_now_add=True)),
+            ],
+        ),
+        migrations.CreateModel(
+            name='MessageRevision',
+            fields=[
+                ('id', models.BigAutoField(auto_created=True, primary_key=True, serialize=False, verbose_name='ID')),
+                ('body', models.TextField()),
+                ('created_at', models.DateTimeField(auto_now_add=True)),
+            ],
+        ),
+        migrations.CreateModel(
+            name='Message',
+            fields=[
+                ('id', models.BigAutoField(auto_created=True, primary_key=True, serialize=False, verbose_name='ID')),
+                ('public_id', models.UUIDField(default=uuid.uuid4, editable=False, unique=True)),
+                ('body', models.TextField(blank=True)),
+                ('message_type', models.CharField(choices=[('PUBLIC', 'عمومی'), ('INTERNAL_NOTE', 'یادداشت داخلی')], default='PUBLIC', max_length=20)),
+                ('is_internal', models.BooleanField(default=False)),
+                ('created_at', models.DateTimeField(auto_now_add=True, db_index=True)),
+                ('updated_at', models.DateTimeField(auto_now=True)),
+                ('edited_at', models.DateTimeField(blank=True, null=True)),
+                ('deleted_at', models.DateTimeField(blank=True, null=True)),
+                ('author', models.ForeignKey(on_delete=django.db.models.deletion.PROTECT, related_name='authored_messages', to=settings.AUTH_USER_MODEL)),
+                ('deleted_by', models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.PROTECT, related_name='deleted_messages', to=settings.AUTH_USER_MODEL)),
+            ],
+            options={
+                'ordering': ['created_at', 'id'],
+                'permissions': [('add_internal_note', 'Can add internal note'), ('edit_own_message', 'Can edit own message'), ('delete_own_message', 'Can delete own message'), ('view_deleted_message_content', 'Can view deleted content'), ('view_message_revisions', 'Can view revisions')],
+            },
+        ),
+    ]

apps/messaging/migrations/0002_initial.py

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+# Generated by Django 5.1.1 on 2026-09-05 07:03
+
+import django.db.models.deletion
+from django.conf import settings
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+
+    initial = True
+
+    dependencies = [
+        ('messaging', '0001_initial'),
+        ('tickets', '0001_initial'),
+        migrations.swappable_dependency(settings.AUTH_USER_MODEL),
+    ]
+
+    operations = [
+        migrations.AddField(
+            model_name='message',
+            name='ticket',
+            field=models.ForeignKey(on_delete=django.db.models.deletion.PROTECT, related_name='ticket_messages', to='tickets.ticket'),
+        ),
+        migrations.AddField(
+            model_name='messagemention',
+            name='mentioned_user',
+            field=models.ForeignKey(on_delete=django.db.models.deletion.CASCADE, to=settings.AUTH_USER_MODEL),
+        ),
+        migrations.AddField(
+            model_name='messagemention',
+            name='message',
+            field=models.ForeignKey(on_delete=django.db.models.deletion.CASCADE, related_name='mentions', to='messaging.message'),
+        ),
+        migrations.AddField(
+            model_name='messagerevision',
+            name='edited_by',
+            field=models.ForeignKey(on_delete=django.db.models.deletion.PROTECT, to=settings.AUTH_USER_MODEL),
+        ),
+        migrations.AddField(
+            model_name='messagerevision',
+            name='message',
+            field=models.ForeignKey(on_delete=django.db.models.deletion.CASCADE, related_name='revisions', to='messaging.message'),
+        ),
+        migrations.AddConstraint(
+            model_name='messagemention',
+            constraint=models.UniqueConstraint(fields=('message', 'mentioned_user'), name='unique_message_mention'),
+        ),
+    ]

apps/messaging/migrations/0003_messagereadreceipt.py

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+# Generated by Django 5.1.1 on 2026-09-06 15:45
+
+import django.db.models.deletion
+from django.conf import settings
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('messaging', '0002_initial'),
+        migrations.swappable_dependency(settings.AUTH_USER_MODEL),
+    ]
+
+    operations = [
+        migrations.CreateModel(
+            name='MessageReadReceipt',
+            fields=[
+                ('id', models.BigAutoField(auto_created=True, primary_key=True, serialize=False, verbose_name='ID')),
+                ('read_at', models.DateTimeField(auto_now_add=True, db_index=True)),
+                ('message', models.ForeignKey(on_delete=django.db.models.deletion.CASCADE, related_name='read_receipts', to='messaging.message')),
+                ('user', models.ForeignKey(on_delete=django.db.models.deletion.CASCADE, related_name='message_read_receipts', to=settings.AUTH_USER_MODEL)),
+            ],
+            options={
+                'ordering': ['read_at', 'id'],
+                'constraints': [models.UniqueConstraint(fields=('message', 'user'), name='unique_message_read_receipt')],
+            },
+        ),
+    ]

apps/messaging/models.py

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+from django.conf import settings
+from django.db import models
+from apps.core.models import PersianTextNormalizationMixin, PublicIdModel
+class Message(PersianTextNormalizationMixin, PublicIdModel, models.Model):
+    persian_text_fields = {"body": True}
+    class Type(models.TextChoices): PUBLIC="PUBLIC","عمومی"; INTERNAL_NOTE="INTERNAL_NOTE","یادداشت داخلی"
+    ticket=models.ForeignKey("tickets.Ticket",on_delete=models.PROTECT,related_name="ticket_messages"); author=models.ForeignKey(settings.AUTH_USER_MODEL,on_delete=models.PROTECT,related_name="authored_messages"); body=models.TextField(blank=True); message_type=models.CharField(max_length=20,choices=Type.choices,default=Type.PUBLIC); is_internal=models.BooleanField(default=False); created_at=models.DateTimeField(auto_now_add=True,db_index=True); updated_at=models.DateTimeField(auto_now=True); edited_at=models.DateTimeField(null=True,blank=True); deleted_at=models.DateTimeField(null=True,blank=True); deleted_by=models.ForeignKey(settings.AUTH_USER_MODEL,on_delete=models.PROTECT,null=True,blank=True,related_name="deleted_messages")
+    class Meta:
+        ordering=["created_at","id"]
+        permissions=[("add_internal_note","Can add internal note"),("edit_own_message","Can edit own message"),("delete_own_message","Can delete own message"),("view_deleted_message_content","Can view deleted content"),("view_message_revisions","Can view revisions")]
+    @property
+    def author_name(self):
+        profile=getattr(self.author,"staff_profile",None) or getattr(self.author,"customer_profile",None)
+        return str(profile) if profile else self.author.username
+class MessageRevision(PersianTextNormalizationMixin, models.Model):
+    persian_text_fields = {"body": True}
+    message=models.ForeignKey(Message,on_delete=models.CASCADE,related_name="revisions"); body=models.TextField(); edited_by=models.ForeignKey(settings.AUTH_USER_MODEL,on_delete=models.PROTECT); created_at=models.DateTimeField(auto_now_add=True)
+class MessageMention(models.Model):
+    message=models.ForeignKey(Message,on_delete=models.CASCADE,related_name="mentions"); mentioned_user=models.ForeignKey(settings.AUTH_USER_MODEL,on_delete=models.CASCADE); created_at=models.DateTimeField(auto_now_add=True)
+    class Meta: constraints=[models.UniqueConstraint(fields=["message","mentioned_user"],name="unique_message_mention")]
+class MessageReadReceipt(models.Model):
+    message=models.ForeignKey(Message,on_delete=models.CASCADE,related_name="read_receipts")
+    user=models.ForeignKey(settings.AUTH_USER_MODEL,on_delete=models.CASCADE,related_name="message_read_receipts")
+    read_at=models.DateTimeField(auto_now_add=True,db_index=True)
+    class Meta:
+        ordering=["read_at","id"]
+        constraints=[models.UniqueConstraint(fields=["message","user"],name="unique_message_read_receipt")]
+    @property
+    def reader_name(self):
+        profile=getattr(self.user,"staff_profile",None) or getattr(self.user,"customer_profile",None)
+        return str(profile) if profile else self.user.username

apps/messaging/services.py

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+from django.core.exceptions import PermissionDenied
+from django.db import transaction
+from django.utils import timezone
+from apps.core.persian_text import normalize_persian_text
+from apps.tickets.policies import TicketPolicy
+from .models import Message,MessageRevision
+@transaction.atomic
+def edit_message(message_id,user,body):
+    msg=Message.objects.select_for_update().select_related("ticket").get(pk=message_id)
+    if msg.author_id!=user.id or not TicketPolicy.can_view(user,msg.ticket): raise PermissionDenied
+    if not (user.account_type=="CUSTOMER" or user.has_perm("messaging.edit_own_message")): raise PermissionDenied
+    if msg.deleted_at: raise PermissionDenied
+    body=normalize_persian_text(body,multiline=True)
+    if not body: raise ValueError("متن پیام نمی‌تواند خالی باشد.")
+    MessageRevision.objects.create(message=msg,body=msg.body,edited_by=user); msg.body=body; msg.edited_at=timezone.now(); msg.save(update_fields=["body","edited_at","updated_at"]); return msg
+@transaction.atomic
+def soft_delete_message(message_id,user):
+    msg=Message.objects.select_for_update().select_related("ticket").get(pk=message_id)
+    may_delete=user.account_type=="CUSTOMER" or user.has_perm("messaging.delete_own_message")
+    if msg.author_id!=user.id or not may_delete or not TicketPolicy.can_view(user,msg.ticket): raise PermissionDenied
+    msg.deleted_at=timezone.now(); msg.deleted_by=user; msg.save(update_fields=["deleted_at","deleted_by","updated_at"]); return msg

apps/messaging/urls.py

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+from django.urls import path
+from . import views
+app_name="messages"
+urlpatterns=[path("<uuid:public_id>/edit/",views.edit,name="edit"),path("<uuid:public_id>/delete/",views.delete,name="delete"),path("<uuid:public_id>/revisions/",views.revisions,name="revisions")]
+

apps/messaging/views.py

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+from django.contrib.auth.decorators import login_required
+from django.core.exceptions import PermissionDenied
+from django.http import JsonResponse
+from django.shortcuts import get_object_or_404,redirect,render
+from django.utils.http import url_has_allowed_host_and_scheme
+from django.views.decorators.http import require_POST
+from .models import Message
+from .services import edit_message,soft_delete_message
+from apps.tickets.policies import TicketPolicy
+def _safe_next(request, fallback):
+    value=request.POST.get("next")
+    return value if value and url_has_allowed_host_and_scheme(value,allowed_hosts={request.get_host()},require_https=request.is_secure()) else fallback
+@login_required
+@require_POST
+def edit(request,public_id):
+    msg=get_object_or_404(Message,public_id=public_id)
+    try: edit_message(msg.pk,request.user,request.POST.get("body",""))
+    except (PermissionDenied,ValueError) as exc: raise PermissionDenied(str(exc))
+    return redirect(_safe_next(request,"/tickets/"))
+@login_required
+@require_POST
+def delete(request,public_id):
+    msg=get_object_or_404(Message,public_id=public_id); soft_delete_message(msg.pk,request.user); return redirect(_safe_next(request,"/staff/"))
+@login_required
+def revisions(request,public_id):
+    msg=get_object_or_404(Message,public_id=public_id)
+    if not request.user.has_perm("messaging.view_message_revisions") or not TicketPolicy.can_view(request.user,msg.ticket): raise PermissionDenied
+    return render(request,"messaging/revisions.html",{"message":msg,"revisions":msg.revisions.select_related("edited_by")})