Core/Packets: Add structure for CMSG_GM_TICKET_GET_CASE_STATUS, SMSG_GM_TICKET_CASE_STATUS, CMSG_GM_TICKET_ACKNOWLEDGE_SURVEY and SMSG_GM_TICKET_RESPONSE_ERROR

Implement CMSG_GM_TICKET_GET_TICKET and SMSG_GM_TICKET_GET_TICKET_RESPONSE
Update SMSG_FEATURE_SYSTEM_STATUS to support customizable ticket system and add config options

11 files changed, 256 insertions, 59 deletions

diff --git a/src/server/game/Handlers/CharacterHandler.cpp b/src/server/game/Handlers/CharacterHandler.cpp
index 16fb72c88a4..44f8ec9ea9c 100644
--- a/src/server/game/Handlers/CharacterHandler.cpp
+++ b/src/server/game/Handlers/CharacterHandler.cpp
@@ -868,23 +868,7 @@ void WorldSession::HandlePlayerLogin(LoginQueryHolder* holder)
     SendPacket(accountDataTimes.Write());
 
     /// Send FeatureSystemStatus
-    {
-        WorldPackets::System::FeatureSystemStatus features;
-
-        /// START OF DUMMY VALUES
-        features.ComplaintStatus = 2;
-        features.ScrollOfResurrectionRequestsRemaining = 1;
-        features.ScrollOfResurrectionMaxRequestsPerDay = 1;
-        features.CfgRealmID = 2;
-        features.CfgRealmRecID = 0;
-        features.VoiceEnabled = false;
-        /// END OF DUMMY VALUES
-
-        features.CharUndeleteEnabled = sWorld->getBoolConfig(CONFIG_FEATURE_SYSTEM_CHARACTER_UNDELETE_ENABLED);
-        features.BpayStoreEnabled    = sWorld->getBoolConfig(CONFIG_FEATURE_SYSTEM_BPAY_STORE_ENABLED);
-
-        SendPacket(features.Write());
-    }
+    SendFeatureSystemStatus();
 
     // Send MOTD
     {
@@ -1091,6 +1075,35 @@ void WorldSession::HandlePlayerLogin(LoginQueryHolder* holder)
     delete holder;
 }
 
+void WorldSession::SendFeatureSystemStatus()
+{
+    WorldPackets::System::FeatureSystemStatus features;
+
+    /// START OF DUMMY VALUES
+    features.ComplaintStatus = 2;
+    features.ScrollOfResurrectionRequestsRemaining = 1;
+    features.ScrollOfResurrectionMaxRequestsPerDay = 1;
+    features.CfgRealmID = 2;
+    features.CfgRealmRecID = 0;
+    features.VoiceEnabled = false;
+    features.BrowserEnabled = false; // Has to be false, otherwise client will crash if "Customer Support" is opened
+    
+    features.EuropaTicketSystemStatus.HasValue = true;
+    features.EuropaTicketSystemStatus.Value.ThrottleState.MaxTries = 5;
+    features.EuropaTicketSystemStatus.Value.ThrottleState.PerMilliseconds = 5;
+    features.EuropaTicketSystemStatus.Value.ThrottleState.TryCount = 0;
+    features.EuropaTicketSystemStatus.Value.ThrottleState.LastResetTimeBeforeNow = time(nullptr) - 5000;
+    /// END OF DUMMY VALUES
+
+    features.EuropaTicketSystemStatus.Value.SubmitBugEnabled = sWorld->getBoolConfig(CONFIG_TICKET_SUBMIT_BUG);
+    features.EuropaTicketSystemStatus.Value.TicketSystemEnabled = sWorld->getBoolConfig(CONFIG_TICKET_SUBMIT_TICKET);
+    features.CharUndeleteEnabled = sWorld->getBoolConfig(CONFIG_FEATURE_SYSTEM_CHARACTER_UNDELETE_ENABLED);
+    features.BpayStoreEnabled = sWorld->getBoolConfig(CONFIG_FEATURE_SYSTEM_BPAY_STORE_ENABLED);
+
+    SendPacket(features.Write());
+    TC_LOG_DEBUG("misc", "SMSG_FEATURE_SYSTEM_STATUS [%s]", GetPlayerInfo().c_str());
+}
+
 void WorldSession::HandleSetFactionAtWar(WorldPacket& recvData)
 {
     TC_LOG_DEBUG("network", "WORLD: Received CMSG_SET_FACTION_AT_WAR");
diff --git a/src/server/game/Handlers/TicketHandler.cpp b/src/server/game/Handlers/TicketHandler.cpp
index 2e7560f3f2d..17592d15e0e 100644
--- a/src/server/game/Handlers/TicketHandler.cpp
+++ b/src/server/game/Handlers/TicketHandler.cpp
@@ -157,13 +157,21 @@ void WorldSession::HandleGMTicketDeleteOpcode(WorldPacket & /*recvData*/)
     }
 }
 
-void WorldSession::HandleGMTicketGetTicketOpcode(WorldPacket & /*recvData*/)
+void WorldSession::HandleGMTicketGetCaseStatusOpcode(WorldPackets::Ticket::GMTicketGetCaseStatus& /*packet*/)
 {
+    //TODO: Implement GmCase and handle this packet correctly
+    TC_LOG_DEBUG("misc", "CMSG_GM_TICKET_GET_CASE_STATUS [%s]", GetPlayerInfo().c_str());
+}
+
+void WorldSession::HandleGMTicketGetTicketOpcode(WorldPackets::Ticket::GMTicketGetTicket& /*packet*/)
+{
+    TC_LOG_DEBUG("misc", "CMSG_GM_TICKET_GET_TICKET [%s]", GetPlayerInfo().c_str());
     SendQueryTimeResponse();
 
     if (GmTicket* ticket = sTicketMgr->GetTicketByPlayer(GetPlayer()->GetGUID()))
     {
         if (ticket->IsCompleted())
+            //TODO: Update SMSG_GM_TICKET_RESPONSE
             ticket->SendResponse(this);
         else
             sTicketMgr->SendTicket(this, ticket);
@@ -174,10 +182,13 @@ void WorldSession::HandleGMTicketGetTicketOpcode(WorldPacket & /*recvData*/)
 
 void WorldSession::HandleGMTicketSystemStatusOpcode(WorldPackets::Ticket::GMTicketGetSystemStatus& /*packet*/)
 {
+    TC_LOG_DEBUG("misc", "CMSG_GM_TICKET_GET_SYSTEM_STATUS [%s]", GetPlayerInfo().c_str());
     // Note: This only disables the ticket UI at client side and is not fully reliable
+    // Note: This disables the whole customer support UI after trying to send a ticket in disabled state (MessageBox: "GM Help Tickets are currently unavaiable."). UI remains disabled until the character relogs.
     WorldPackets::Ticket::GMTicketSystemStatus response;
     response.Status = sTicketMgr->GetStatus() ? GMTICKET_QUEUE_STATUS_ENABLED : GMTICKET_QUEUE_STATUS_DISABLED;
     SendPacket(response.Write());
+    TC_LOG_DEBUG("misc", "SMSG_GM_TICKET_SYSTEM_STATUS [%s]", GetPlayerInfo().c_str());
 }
 
 void WorldSession::HandleGMSurveySubmit(WorldPacket& recvData)
diff --git a/src/server/game/Server/Packets/TicketPackets.cpp b/src/server/game/Server/Packets/TicketPackets.cpp
index 4643ec89d63..053efa606e4 100644
--- a/src/server/game/Server/Packets/TicketPackets.cpp
+++ b/src/server/game/Server/Packets/TicketPackets.cpp
@@ -23,3 +23,59 @@ WorldPacket const* WorldPackets::Ticket::GMTicketSystemStatus::Write()
 
     return &_worldPacket;
 }
+
+
+WorldPacket const* WorldPackets::Ticket::GMTicketCaseStatus::Write()
+{
+    _worldPacket.AppendPackedTime(OldestTicketTime);
+    _worldPacket.AppendPackedTime(UpdateTime);
+
+    _worldPacket << int32(Cases.size());
+
+    for (auto const& c : Cases)
+    {
+        _worldPacket << int32(c.CaseID);
+        _worldPacket << int32(c.CaseOpened);
+        _worldPacket << int32(c.CaseStatus);
+        _worldPacket << int16(c.CfgRealmID);
+        _worldPacket << int64(c.CharacterID);
+        _worldPacket << int32(c.WaitTimeOverrideMinutes);
+
+        _worldPacket.WriteBits(c.Url.size(), 11);
+        _worldPacket.WriteBits(c.WaitTimeOverrideMessage.size(), 10);
+    }
+
+    _worldPacket.FlushBits();
+    return &_worldPacket;
+}
+
+void WorldPackets::Ticket::GMTicketAcknowledgeSurvey::Read()
+{
+    _worldPacket >> CaseID;
+}
+
+WorldPacket const* WorldPackets::Ticket::GMTicketGetTicketResponse::Write()
+{
+    _worldPacket << Result;
+    _worldPacket.WriteBit(Info.HasValue);
+
+    if (Info.HasValue)
+    {
+        _worldPacket << int32(Info.Value.TicketID);
+        _worldPacket << uint8(Info.Value.Category);
+        _worldPacket.AppendPackedTime(Info.Value.TicketOpenTime);
+        _worldPacket.AppendPackedTime(Info.Value.OldestTicketTime);
+        _worldPacket.AppendPackedTime(Info.Value.UpdateTime);
+        _worldPacket << uint8(Info.Value.AssignedToGM);
+        _worldPacket << uint8(Info.Value.OpenedByGM);
+        _worldPacket << int32(Info.Value.WaitTimeOverrideMinutes);
+
+        _worldPacket.WriteBits(Info.Value.TicketDescription.size(), 11);
+        _worldPacket.WriteBits(Info.Value.WaitTimeOverrideMessage.size(), 10);
+
+        _worldPacket.WriteString(Info.Value.TicketDescription);
+        _worldPacket.WriteString(Info.Value.WaitTimeOverrideMessage);
+    }
+
+    return &_worldPacket;
+}
diff --git a/src/server/game/Server/Packets/TicketPackets.h b/src/server/game/Server/Packets/TicketPackets.h
index 797e61d7c00..f80e77f15fb 100644
--- a/src/server/game/Server/Packets/TicketPackets.h
+++ b/src/server/game/Server/Packets/TicketPackets.h
@@ -41,6 +41,95 @@ namespace WorldPackets
 
             int32 Status = 0;
         };
+
+        class GMTicketGetCaseStatus final : public ClientPacket
+        {
+        public:
+            GMTicketGetCaseStatus(WorldPacket&& packet) : ClientPacket(CMSG_GM_TICKET_GET_CASE_STATUS, std::move(packet)) { }
+
+            void Read() override { };
+        };
+
+        class GMTicketCaseStatus final : public ServerPacket
+        {
+        public:
+            struct GMTicketCase
+            {
+                int32 CaseID = 0;
+                int32 CaseOpened = 0;
+                int32 CaseStatus = 0;
+                int16 CfgRealmID = 0;
+                int64 CharacterID = 0;
+                int32 WaitTimeOverrideMinutes = 0;
+                std::string Url;
+                std::string WaitTimeOverrideMessage;
+
+                bool operator<(GMTicketCase const& right) const
+                {
+                    return CaseID < right.CaseID;
+                }
+            };
+
+            GMTicketCaseStatus() : ServerPacket(SMSG_GM_TICKET_CASE_STATUS) { }
+
+            WorldPacket const* Write() override;
+
+            time_t OldestTicketTime = 0;
+            time_t UpdateTime = 0;
+            std::set<GMTicketCase> Cases;
+        };
+
+        class GMTicketGetTicket final : public ClientPacket
+        {
+        public:
+            GMTicketGetTicket(WorldPacket&& packet) : ClientPacket(CMSG_GM_TICKET_GET_TICKET, std::move(packet)) { }
+
+            void Read() override { };
+        };
+
+        class GMTicketGetTicketResponse final : public ServerPacket
+        {
+        public:
+            struct GMTicketInfo
+            {
+                int32 TicketID = 0;
+                std::string TicketDescription;
+                uint8 Category = 0;
+                time_t TicketOpenTime = 0;
+                time_t OldestTicketTime = 0;
+                time_t UpdateTime = 0;
+                uint8 AssignedToGM = 0;
+                uint8 OpenedByGM = 0;
+                std::string WaitTimeOverrideMessage;
+                int32 WaitTimeOverrideMinutes = 0;
+            };
+
+            GMTicketGetTicketResponse() : ServerPacket(SMSG_GM_TICKET_GET_TICKET_RESPONSE) { }
+
+            WorldPacket const* Write() override;
+
+            int32 Result = 0;
+            Optional<GMTicketInfo> Info;
+
+        };
+
+        class GMTicketAcknowledgeSurvey final : public ClientPacket
+        {
+        public:
+            GMTicketAcknowledgeSurvey(WorldPacket&& packet) : ClientPacket(CMSG_GM_TICKET_ACKNOWLEDGE_SURVEY, std::move(packet)) { }
+
+            void Read() override;
+
+            int32 CaseID;
+        };
+
+        class GMTicketResponseError final : public ServerPacket
+        {
+        public:
+            GMTicketResponseError() : ServerPacket(SMSG_GM_TICKET_RESPONSE_ERROR, 0) { }
+
+            WorldPacket const* Write() { return &_worldPacket; }
+        };
     }
 }
 
diff --git a/src/server/game/Server/Protocol/Opcodes.cpp b/src/server/game/Server/Protocol/Opcodes.cpp
index 0dc843eaa0e..4f56cf8e44f 100644
--- a/src/server/game/Server/Protocol/Opcodes.cpp
+++ b/src/server/game/Server/Protocol/Opcodes.cpp
@@ -388,11 +388,13 @@ void OpcodeTable::Initialize()
     DEFINE_OPCODE_HANDLER_OLD(CMSG_GM_SET_SECURITY_GROUP,                   STATUS_UNHANDLED, PROCESS_INPLACE,      &WorldSession::Handle_NULL                     );
     DEFINE_OPCODE_HANDLER_OLD(CMSG_GM_SURVEY_SUBMIT,                        STATUS_UNHANDLED, PROCESS_THREADUNSAFE, &WorldSession::HandleGMSurveySubmit            );
     DEFINE_OPCODE_HANDLER_OLD(CMSG_GM_TICKET_ACKNOWLEDGE_SURVEY,            STATUS_UNHANDLED, PROCESS_INPLACE,      &WorldSession::Handle_NULL                     );
+    //DEFINE_HANDLER(CMSG_GM_TICKET_ACKNOWLEDGE_SURVEY,                       STATUS_UNHANDLED, PROCESS_INPLACE,      WorldPackets::Ticket::GMTicketAcknowledgeSurvey, &WorldSession::HandleGMTicketAcknowledgeSurveyOpcode);
     DEFINE_OPCODE_HANDLER_OLD(CMSG_GM_TICKET_CREATE,                        STATUS_UNHANDLED, PROCESS_THREADUNSAFE, &WorldSession::HandleGMTicketCreateOpcode      );
     DEFINE_OPCODE_HANDLER_OLD(CMSG_GM_TICKET_DELETE_TICKET,                 STATUS_UNHANDLED, PROCESS_THREADUNSAFE, &WorldSession::HandleGMTicketDeleteOpcode      );
     DEFINE_OPCODE_HANDLER_OLD(CMSG_GM_TICKET_GET_CASE_STATUS,               STATUS_UNHANDLED, PROCESS_INPLACE,      &WorldSession::Handle_NULL                     );
-    DEFINE_HANDLER(CMSG_GM_TICKET_GET_SYSTEM_STATUS,                        STATUS_LOGGEDIN,  PROCESS_THREADUNSAFE, WorldPackets::Ticket::GMTicketGetSystemStatus, &WorldSession::HandleGMTicketSystemStatusOpcode)
-    DEFINE_OPCODE_HANDLER_OLD(CMSG_GM_TICKET_GET_TICKET,                    STATUS_UNHANDLED, PROCESS_THREADUNSAFE, &WorldSession::HandleGMTicketGetTicketOpcode   );
+    //DEFINE_HANDLER(CMSG_GM_TICKET_GET_CASE_STATUS,                          STATUS_LOGGEDIN,  PROCESS_INPLACE,      WorldPackets::Ticket::GMTicketGetCaseStatus, &WorldSession::HandleGMTicketGetCaseStatusOpcode);
+    DEFINE_HANDLER(CMSG_GM_TICKET_GET_SYSTEM_STATUS,                        STATUS_LOGGEDIN,  PROCESS_THREADUNSAFE, WorldPackets::Ticket::GMTicketGetSystemStatus, &WorldSession::HandleGMTicketSystemStatusOpcode);
+    DEFINE_HANDLER(CMSG_GM_TICKET_GET_TICKET,                               STATUS_LOGGEDIN,  PROCESS_THREADUNSAFE, WorldPackets::Ticket::GMTicketGetTicket, &WorldSession::HandleGMTicketGetTicketOpcode);
     DEFINE_OPCODE_HANDLER_OLD(CMSG_GM_TICKET_RESPONSE_RESOLVE,              STATUS_UNHANDLED, PROCESS_THREADUNSAFE, &WorldSession::HandleGMResponseResolve         );
     DEFINE_OPCODE_HANDLER_OLD(CMSG_GM_TICKET_UPDATE_TEXT,                   STATUS_UNHANDLED, PROCESS_THREADUNSAFE, &WorldSession::HandleGMTicketUpdateOpcode      );
     DEFINE_HANDLER(CMSG_GOSSIP_HELLO,                                       STATUS_LOGGEDIN,  PROCESS_THREADUNSAFE, WorldPackets::NPC::Hello, &WorldSession::HandleGossipHelloOpcode);
@@ -1277,8 +1279,8 @@ void OpcodeTable::Initialize()
     DEFINE_SERVER_OPCODE_HANDLER(SMSG_GM_MESSAGECHAT,                          STATUS_UNHANDLED,    CONNECTION_TYPE_REALM);
     DEFINE_SERVER_OPCODE_HANDLER(SMSG_GM_PLAYER_INFO,                          STATUS_UNHANDLED,    CONNECTION_TYPE_REALM);
     DEFINE_SERVER_OPCODE_HANDLER(SMSG_GM_REQUEST_PLAYER_INFO,                  STATUS_UNHANDLED,    CONNECTION_TYPE_REALM);
-    DEFINE_SERVER_OPCODE_HANDLER(SMSG_GM_TICKET_CASE_STATUS,                   STATUS_UNHANDLED,    CONNECTION_TYPE_REALM);
-    DEFINE_SERVER_OPCODE_HANDLER(SMSG_GM_TICKET_GET_TICKET_RESPONSE,           STATUS_UNHANDLED,    CONNECTION_TYPE_REALM);
+    DEFINE_SERVER_OPCODE_HANDLER(SMSG_GM_TICKET_CASE_STATUS,                   STATUS_UNHANDLED,        CONNECTION_TYPE_REALM);
+    DEFINE_SERVER_OPCODE_HANDLER(SMSG_GM_TICKET_GET_TICKET_RESPONSE,           STATUS_NEVER,        CONNECTION_TYPE_REALM);
     DEFINE_SERVER_OPCODE_HANDLER(SMSG_GM_TICKET_RESOLVE_RESPONSE,              STATUS_UNHANDLED,    CONNECTION_TYPE_REALM);
     DEFINE_SERVER_OPCODE_HANDLER(SMSG_GM_TICKET_RESPONSE,                      STATUS_UNHANDLED,    CONNECTION_TYPE_REALM);
     DEFINE_SERVER_OPCODE_HANDLER(SMSG_GM_TICKET_RESPONSE_ERROR,                STATUS_UNHANDLED,    CONNECTION_TYPE_REALM);
diff --git a/src/server/game/Server/WorldSession.h b/src/server/game/Server/WorldSession.h
index 4bf64a070f3..544bf122405 100644
--- a/src/server/game/Server/WorldSession.h
+++ b/src/server/game/Server/WorldSession.h
@@ -269,6 +269,9 @@ namespace WorldPackets
     namespace Ticket
     {
         class GMTicketGetSystemStatus;
+        class GMTicketGetCaseStatus;
+        class GMTicketGetTicket;
+        class GMTicketAcknowledgeSurvey;
     }
 
     namespace Trade
@@ -514,6 +517,7 @@ class WorldSession
         void SendAuthWaitQue(uint32 position);
 
         void SendSetTimeZoneInformation();
+        void SendFeatureSystemStatus();
         void SendFeatureSystemStatusGlueScreen();
 
         void SendNameQueryOpcode(ObjectGuid guid);
@@ -740,7 +744,8 @@ class WorldSession
         void HandleGMTicketCreateOpcode(WorldPacket& recvPacket);
         void HandleGMTicketUpdateOpcode(WorldPacket& recvPacket);
         void HandleGMTicketDeleteOpcode(WorldPacket& recvPacket);
-        void HandleGMTicketGetTicketOpcode(WorldPacket& recvPacket);
+        void HandleGMTicketGetCaseStatusOpcode(WorldPackets::Ticket::GMTicketGetCaseStatus& packet);
+        void HandleGMTicketGetTicketOpcode(WorldPackets::Ticket::GMTicketGetTicket& packet);
         void HandleGMTicketSystemStatusOpcode(WorldPackets::Ticket::GMTicketGetSystemStatus& packet);
         void HandleGMSurveySubmit(WorldPacket& recvPacket);
         void HandleReportLag(WorldPacket& recvPacket);
diff --git a/src/server/game/Tickets/TicketMgr.cpp b/src/server/game/Tickets/TicketMgr.cpp
index 7cd27fdaa62..7999f0f26ba 100644
--- a/src/server/game/Tickets/TicketMgr.cpp
+++ b/src/server/game/Tickets/TicketMgr.cpp
@@ -18,6 +18,7 @@
 
 #include "Common.h"
 #include "TicketMgr.h"
+#include "TicketPackets.h"
 #include "DatabaseEnv.h"
 #include "Log.h"
 #include "Language.h"
@@ -28,7 +29,7 @@
 #include "Player.h"
 #include "Opcodes.h"
 
-inline float GetAge(uint64 t) { return float(time(NULL) - t) / DAY; }
+inline time_t GetAge(uint64 t) { return (time(NULL) - t) / DAY; }
 
 ///////////////////////////////////////////////////////////////////////////////////////////////////
 // GM ticket
@@ -113,30 +114,6 @@ void GmTicket::DeleteFromDB()
     CharacterDatabase.Execute(stmt);
 }
 
-void GmTicket::WritePacket(WorldPacket& data) const
-{
-    data << uint32(GMTICKET_STATUS_HASTEXT);
-    data << uint32(_id);
-    data << _message;
-    data << uint8(_needMoreHelp);
-    data << GetAge(_lastModifiedTime);
-    if (GmTicket* ticket = sTicketMgr->GetOldestOpenTicket())
-        data << GetAge(ticket->GetLastModifiedTime());
-    else
-        data << float(0);
-
-    // I am not sure how blizzlike this is, and we don't really have a way to find out
-    data << GetAge(sTicketMgr->GetLastChange());
-
-    data << uint8(std::min(_escalatedStatus, TICKET_IN_ESCALATION_QUEUE));                              // escalated data
-    data << uint8(_viewed ? GMTICKET_OPENEDBYGM_STATUS_OPENED : GMTICKET_OPENEDBYGM_STATUS_NOT_OPENED); // whether or not it has been viewed
-
-    // TODO: implement these
-    std::string waitTimeOverrideMessage = "";
-    data << waitTimeOverrideMessage;
-    data << uint32(0); // waitTimeOverrideMinutes
-}
-
 void GmTicket::SendResponse(WorldSession* session) const
 {
     WorldPacket data(SMSG_GM_TICKET_RESPONSE);
@@ -267,7 +244,7 @@ TicketMgr::~TicketMgr()
 
 void TicketMgr::Initialize()
 {
-    SetStatus(sWorld->getBoolConfig(CONFIG_ALLOW_TICKETS));
+    SetStatus(sWorld->getBoolConfig(CONFIG_TICKET_SYSTEM_STATUS));
 }
 
 void TicketMgr::ResetTickets()
@@ -408,12 +385,27 @@ void TicketMgr::ShowEscalatedList(ChatHandler& handler) const
 
 void TicketMgr::SendTicket(WorldSession* session, GmTicket* ticket) const
 {
-    WorldPacket data(SMSG_GM_TICKET_GET_TICKET_RESPONSE, (ticket ? (4 + 4 + 1 + 4 + 4 + 4 + 1 + 1) : 4));
+    WorldPackets::Ticket::GMTicketGetTicketResponse response;
 
     if (ticket)
-        ticket->WritePacket(data);
+    {
+        response.Result = GMTICKET_STATUS_HASTEXT;
+        response.Info.HasValue = true;
+
+        response.Info.Value.TicketID = ticket->GetId();
+        response.Info.Value.TicketDescription = ticket->GetMessage();
+        response.Info.Value.Category = ticket->GetNeedMoreHelp();
+        response.Info.Value.TicketOpenTime = GetAge(ticket->GetLastModifiedTime());
+        response.Info.Value.OldestTicketTime = sTicketMgr->GetOldestOpenTicket() ? GetAge(sTicketMgr->GetOldestOpenTicket()->GetLastModifiedTime()) : float(0);
+        response.Info.Value.UpdateTime = GetAge(sTicketMgr->GetLastChange());
+        response.Info.Value.AssignedToGM = ticket->IsAssigned();
+        response.Info.Value.OpenedByGM = ticket->IsViewed();
+        response.Info.Value.WaitTimeOverrideMessage = "";
+        response.Info.Value.WaitTimeOverrideMinutes = 0;
+    }
     else
-        data << uint32(GMTICKET_STATUS_DEFAULT);
+        response.Result = GMTICKET_STATUS_DEFAULT;
 
-    session->SendPacket(&data);
+    session->SendPacket(response.Write());
+    TC_LOG_DEBUG("misc", "SMSG_GM_GET_TICKET_RESPONSE [%s]", session->GetPlayerInfo().c_str());
 }
diff --git a/src/server/game/Tickets/TicketMgr.h b/src/server/game/Tickets/TicketMgr.h
index 4dd94cc1762..578d93bb128 100644
--- a/src/server/game/Tickets/TicketMgr.h
+++ b/src/server/game/Tickets/TicketMgr.h
@@ -90,11 +90,13 @@ public:
     bool IsAssigned() const { return !_assignedTo.IsEmpty(); }
     bool IsAssignedTo(ObjectGuid guid) const { return guid == _assignedTo; }
     bool IsAssignedNotTo(ObjectGuid guid) const { return IsAssigned() && !IsAssignedTo(guid); }
+    bool IsViewed() const { return _viewed; }
 
     uint32 GetId() const { return _id; }
     Player* GetPlayer() const { return ObjectAccessor::FindPlayer(_playerGuid); }
     std::string const& GetPlayerName() const { return _playerName; }
     std::string const& GetMessage() const { return _message; }
+    bool const GetNeedMoreHelp() const { return _needMoreHelp; }
     Player* GetAssignedPlayer() const { return ObjectAccessor::FindPlayer(_assignedTo); }
     ObjectGuid GetAssignedToGUID() const { return _assignedTo; }
     std::string GetAssignedToName() const
diff --git a/src/server/game/World/World.cpp b/src/server/game/World/World.cpp
index fe3c4b76167..7885819af9f 100644
--- a/src/server/game/World/World.cpp
+++ b/src/server/game/World/World.cpp
@@ -278,6 +278,7 @@ void World::AddSession_(WorldSession* s)
     s->SendAuthResponse(AUTH_OK, false);
 
     s->SendSetTimeZoneInformation();
+    s->SendFeatureSystemStatus();
     s->SendFeatureSystemStatusGlueScreen();
 
     s->SendAddonsInfo();
@@ -377,6 +378,7 @@ bool World::RemoveQueuedPlayer(WorldSession* sess)
         pop_sess->SendAuthWaitQue(0);
 
         pop_sess->SendSetTimeZoneInformation();
+        pop_sess->SendFeatureSystemStatus();
         pop_sess->SendFeatureSystemStatusGlueScreen();
 
         pop_sess->SendAddonsInfo();
@@ -428,7 +430,11 @@ void World::LoadConfigSettings(bool reload)
     SetMotd(sConfigMgr->GetStringDefault("Motd", "Welcome to a Trinity Core Server."));
 
     ///- Read ticket system setting from the config file
-    m_bool_configs[CONFIG_ALLOW_TICKETS] = sConfigMgr->GetBoolDefault("AllowTickets", true);
+    m_bool_configs[CONFIG_TICKET_SYSTEM_STATUS] = sConfigMgr->GetBoolDefault("Ticket.SystemStatus", true);
+    if (reload)
+        sTicketMgr->SetStatus(m_bool_configs[CONFIG_TICKET_SYSTEM_STATUS]);
+    m_bool_configs[CONFIG_TICKET_SUBMIT_TICKET] = sConfigMgr->GetBoolDefault("Ticket.SubmitTicket", false);
+    m_bool_configs[CONFIG_TICKET_SUBMIT_BUG] = sConfigMgr->GetBoolDefault("Ticket.SubmitBug", false);
 
     ///- Get string for new logins (newly created characters)
     SetNewCharString(sConfigMgr->GetStringDefault("PlayerStart.String", ""));
diff --git a/src/server/game/World/World.h b/src/server/game/World/World.h
index 2526516d778..c30d4f6ca35 100644
--- a/src/server/game/World/World.h
+++ b/src/server/game/World/World.h
@@ -151,7 +151,9 @@ enum WorldBoolConfigs
     CONFIG_SHOW_MUTE_IN_WORLD,
     CONFIG_SHOW_BAN_IN_WORLD,
     CONFIG_AUTOBROADCAST,
-    CONFIG_ALLOW_TICKETS,
+    CONFIG_TICKET_SYSTEM_STATUS,
+    CONFIG_TICKET_SUBMIT_TICKET,
+    CONFIG_TICKET_SUBMIT_BUG,
     CONFIG_DBC_ENFORCE_ITEM_ATTRIBUTES,
     CONFIG_PRESERVE_CUSTOM_CHANNELS,
     CONFIG_PDUMP_NO_PATHS,
diff --git a/src/server/worldserver/worldserver.conf.dist b/src/server/worldserver/worldserver.conf.dist
index 9cb25475ecf..61790830993 100644
--- a/src/server/worldserver/worldserver.conf.dist
+++ b/src/server/worldserver/worldserver.conf.dist
@@ -1060,12 +1060,31 @@ Server.LoginInfo = 0
 Command.LookupMaxResults = 0
 
 #
-#    AllowTickets
-#        Description: Allow/disallow sending new tickets.
+#    Ticket.SystemStatus
+#        Description: Enable/disable the ticket system. This disables the whole customer 
+#                     support UI after trying to send a ticket in disabled state
+#                     (MessageBox: "GM Help Tickets are currently unavaiable."). 
+#                     UI remains disabled until the character relogs.
 #        Default:     1 - (Enabled)
-#                     0 - (Disabled)
+#                     0 - (Disabled)                  0 - (Disabled)
+
+Ticket.SystemStatus = 1
+
+#
+#    Ticket.SubmitTicket
+#        Description: Allow/disallow opening new tickets.
+#        Default:     0 - (Disabled)
+#                     1 - (Enabled, Experimental)
+
+Ticket.SubmitTicket = 0
+
+#
+#    Ticket.SubmitBug
+#        Description: Allow/disallow opening new bug reports.
+#        Default:    0 - (Disabled)
+#		             1 - (Enabled, Experimental)
 
-AllowTickets = 1
+Ticket.SubmitBug = 0
 
 #
 #     DungeonFinder.OptionsMask