Initial commit: VPN Telegram bot (sanitized defaults)
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VPN Service
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"""Тикеты поддержки: тексты, лимиты, уведомления."""
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from __future__ import annotations
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import html
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import logging
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from datetime import datetime
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from typing import Any
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from aiogram import Bot
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from config import Settings
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logger = logging.getLogger(__name__)
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SUBJECT_MAX = 100
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BODY_MAX = 2000
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MAX_OPEN_PER_USER = 3
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STATUS_LABELS: dict[str, str] = {
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"open": "🟢 Открыт",
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"answered": "💬 Есть ответ",
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"closed": "🔒 Закрыт",
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}
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STATUS_LABELS_SHORT: dict[str, str] = {
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"open": "Открыт",
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"answered": "Ответ",
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"closed": "Закрыт",
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}
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def status_label(status: str, *, short: bool = False) -> str:
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key = (status or "").strip().lower()
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table = STATUS_LABELS_SHORT if short else STATUS_LABELS
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return table.get(key, status or "—")
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def clamp_subject(text: str) -> str:
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return (text or "").strip()[:SUBJECT_MAX]
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def clamp_body(text: str) -> str:
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return (text or "").strip()[:BODY_MAX]
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def _dt(value: Any) -> str:
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if value is None:
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return ""
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if isinstance(value, datetime):
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return value.isoformat()
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return str(value)
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def ticket_to_dict(row: dict[str, Any], *, include_user: bool = False) -> dict[str, Any]:
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out: dict[str, Any] = {
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"id": int(row["id"]),
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"telegram_id": int(row["telegram_id"]),
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"subject": str(row.get("subject") or ""),
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"status": str(row.get("status") or "open"),
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"status_label": status_label(str(row.get("status") or "open"), short=True),
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"created_at": _dt(row.get("created_at")),
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"updated_at": _dt(row.get("updated_at")),
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"message_count": int(row.get("message_count") or 0),
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}
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if include_user:
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name = row.get("full_name") or row.get("login")
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username = row.get("username")
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if name:
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display = str(name)
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elif username:
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display = f"@{username}"
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else:
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display = f"ID {out['telegram_id']}"
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out["user"] = {
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"telegram_id": out["telegram_id"],
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"display_name": display,
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"username": username,
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"login": row.get("login"),
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}
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return out
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def message_to_dict(row: dict[str, Any]) -> dict[str, Any]:
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return {
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"id": int(row["id"]),
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"ticket_id": int(row["ticket_id"]),
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"author_role": str(row.get("author_role") or ""),
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"author_id": int(row["author_id"]) if row.get("author_id") is not None else None,
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"body": str(row.get("body") or ""),
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"created_at": _dt(row.get("created_at")),
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}
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def format_ticket_card(ticket: dict[str, Any], messages: list[dict[str, Any]]) -> str:
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tid = int(ticket["id"])
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subject = html.escape(str(ticket.get("subject") or ""))
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status = status_label(str(ticket.get("status") or "open"))
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lines = [
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f"<b>🎫 Тикет #{tid}</b>",
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f"Тема: <b>{subject}</b>",
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f"Статус: {status}",
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"",
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]
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for msg in messages[-12:]:
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role = str(msg.get("author_role") or "")
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if role == "user":
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who = "Вы"
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elif role == "ai":
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who = "ИИ-поддержка"
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else:
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who = "Поддержка"
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body = html.escape(str(msg.get("body") or ""))
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lines.append(f"<b>{who}:</b>\n{body}")
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lines.append("")
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return "\n".join(lines).strip()
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def format_admin_ticket_card(ticket: dict[str, Any], messages: list[dict[str, Any]]) -> str:
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tid = int(ticket["id"])
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subject = html.escape(str(ticket.get("subject") or ""))
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status = status_label(str(ticket.get("status") or "open"))
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uid = int(ticket["telegram_id"])
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uname = ticket.get("username")
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fname = ticket.get("full_name") or ticket.get("login") or ""
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user_line = f"ID <code>{uid}</code>"
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if uname:
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user_line += f" · @{html.escape(str(uname))}"
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if fname:
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user_line += f" · {html.escape(str(fname))}"
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lines = [
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f"<b>🎫 Тикет #{tid}</b>",
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f"Тема: <b>{subject}</b>",
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f"Статус: {status}",
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f"Пользователь: {user_line}",
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"",
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]
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for msg in messages[-15:]:
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role = str(msg.get("author_role") or "")
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if role == "user":
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who = "Пользователь"
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elif role == "ai":
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who = "ИИ"
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else:
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who = "Админ"
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body = html.escape(str(msg.get("body") or ""))
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lines.append(f"<b>{who}:</b>\n{body}")
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lines.append("")
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return "\n".join(lines).strip()
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async def notify_admins_new_ticket(
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bot: Bot,
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settings: Settings,
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*,
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ticket_id: int,
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telegram_id: int,
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subject: str,
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body: str,
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ai_handled: bool = False,
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) -> None:
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prefix = "🤖 Новый тикет (ИИ ответил)" if ai_handled else "🆕 Новый тикет"
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text = (
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f"<b>{prefix} #{ticket_id}</b>\n"
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f"От: <code>{telegram_id}</code>\n"
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f"Тема: <b>{html.escape(subject)}</b>\n\n"
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f"{html.escape(body[:500])}"
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)
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from keyboards import admin_ticket_notify_inline
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kb = admin_ticket_notify_inline(ticket_id)
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for admin_id in settings.admin_ids:
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try:
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await bot.send_message(admin_id, text, reply_markup=kb, parse_mode="HTML")
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except Exception as exc: # noqa: BLE001
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logger.warning("notify admin %s ticket: %s", admin_id, exc)
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async def notify_admins_ticket_reply(
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bot: Bot,
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settings: Settings,
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*,
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ticket_id: int,
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telegram_id: int,
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body: str,
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) -> None:
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text = (
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f"<b>💬 Ответ в тикете #{ticket_id}</b>\n"
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f"От: <code>{telegram_id}</code>\n\n"
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f"{html.escape(body[:500])}"
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)
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from keyboards import admin_ticket_notify_inline
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kb = admin_ticket_notify_inline(ticket_id)
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for admin_id in settings.admin_ids:
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try:
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await bot.send_message(admin_id, text, reply_markup=kb, parse_mode="HTML")
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except Exception as exc: # noqa: BLE001
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logger.warning("notify admin %s reply: %s", admin_id, exc)
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async def notify_user_ticket_reply(
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bot: Bot,
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*,
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telegram_id: int,
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ticket_id: int,
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subject: str,
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body: str,
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is_ai: bool = False,
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) -> None:
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from keyboards import ticket_notify_inline
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title = "🤖 ИИ-поддержка" if is_ai else "💬 Ответ поддержки"
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text = (
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f"<b>{title} · тикет #{ticket_id}</b>\n"
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f"Тема: <b>{html.escape(subject)}</b>\n\n"
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f"{html.escape(body[:800])}"
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)
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try:
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await bot.send_message(
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telegram_id,
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text,
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reply_markup=ticket_notify_inline(ticket_id),
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parse_mode="HTML",
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)
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except Exception as exc: # noqa: BLE001
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logger.warning("notify user %s ticket reply: %s", telegram_id, exc)
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