9 files changed, 656 insertions, 668 deletions

diff --git a/src/server/game/Chat/Chat.cpp b/src/server/game/Chat/Chat.cpp
index b22e27a7693..21b32c0a24c 100755
--- a/src/server/game/Chat/Chat.cpp
+++ b/src/server/game/Chat/Chat.cpp
@@ -490,6 +490,17 @@ ChatCommand * ChatHandler::getCommandTable()
     return commandTableCache;
 }
 
+std::string ChatHandler::PGetParseString(int32 entry, ...) const
+{
+    const char *format = GetTrinityString(entry);
+    char str[1024];
+    va_list ap;
+    va_start(ap, entry);
+    vsnprintf(str, 1024, format, ap);
+    va_end(ap);
+    return std::string(str);
+}
+
 const char *ChatHandler::GetTrinityString(int32 entry) const
 {
     return m_session->GetTrinityString(entry);
diff --git a/src/server/game/Chat/Chat.h b/src/server/game/Chat/Chat.h
index a75d1af9cc1..18b3fa2efbc 100755
--- a/src/server/game/Chat/Chat.h
+++ b/src/server/game/Chat/Chat.h
@@ -72,7 +72,7 @@ class ChatHandler
         void SendSysMessage(int32     entry);
         void PSendSysMessage(const char *format, ...) ATTR_PRINTF(2,3);
         void PSendSysMessage(int32     entry, ...);
-        std::string PGetParseString(int32 entry, ...);
+        std::string PGetParseString(int32 entry, ...) const;
 
         int ParseCommands(const char* text);
 
@@ -376,6 +376,8 @@ class ChatHandler
 
         uint32 _ReadUInt32(std::istringstream& reader) const;
     private:
+        bool _HandleGMTicketResponseAppendCommand(const char* args, bool newLine);
+
         WorldSession * m_session;                           // != NULL for chat command call and NULL for CLI command
 
         // common global flag
diff --git a/src/server/game/Chat/Commands/TicketCommands.cpp b/src/server/game/Chat/Commands/TicketCommands.cpp
index d85a3f2763e..88396349a20 100755
--- a/src/server/game/Chat/Commands/TicketCommands.cpp
+++ b/src/server/game/Chat/Commands/TicketCommands.cpp
@@ -25,98 +25,27 @@
 #include "Chat.h"
 #include "Player.h"
 
-std::string ChatHandler::PGetParseString(int32 entry, ...)
-{
-    const char *format = GetTrinityString(entry);
-    va_list ap;
-    char str [1024];
-    va_start(ap, entry);
-    vsnprintf(str,1024,format, ap);
-    va_end(ap);
-    return (std::string)str;
-}
-
 bool ChatHandler::HandleGMTicketListCommand(const char* /*args*/)
 {
-    SendSysMessage(LANG_COMMAND_TICKETSHOWLIST);
-    for (GmTicketList::iterator itr = sTicketMgr->m_GMTicketList.begin(); itr != sTicketMgr->m_GMTicketList.end(); ++itr)
-    {
-        if ((*itr)->closed != 0 || (*itr)->completed)
-            continue;
-        std::string gmname;
-        std::stringstream ss;
-        ss << PGetParseString(LANG_COMMAND_TICKETLISTGUID, (*itr)->guid);
-        ss << PGetParseString(LANG_COMMAND_TICKETLISTNAME, (*itr)->name.c_str());
-        ss << PGetParseString(LANG_COMMAND_TICKETLISTAGECREATE, (secsToTimeString(time(NULL) - (*itr)->createtime, true, false)).c_str());
-        ss << PGetParseString(LANG_COMMAND_TICKETLISTAGE, (secsToTimeString(time(NULL) - (*itr)->timestamp, true, false)).c_str());
-
-        if (sObjectMgr->GetPlayerNameByGUID((*itr)->assignedToGM, gmname))
-            ss << PGetParseString(LANG_COMMAND_TICKETLISTASSIGNEDTO, gmname.c_str());
-
-        SendSysMessage(ss.str().c_str());
-    }
+    sTicketMgr->ShowList(*this, false);
     return true;
 }
 
 bool ChatHandler::HandleGMTicketListOnlineCommand(const char* /*args*/)
 {
-    SendSysMessage(LANG_COMMAND_TICKETSHOWONLINELIST);
-    for (GmTicketList::iterator itr = sTicketMgr->m_GMTicketList.begin(); itr != sTicketMgr->m_GMTicketList.end(); ++itr)
-    {
-        if ((*itr)->closed != 0 || (*itr)->completed || !sObjectMgr->GetPlayer((*itr)->playerGuid))
-            continue;
-
-        std::string gmname;
-        std::stringstream ss;
-        ss << PGetParseString(LANG_COMMAND_TICKETLISTGUID, (*itr)->guid);
-        ss << PGetParseString(LANG_COMMAND_TICKETLISTNAME, (*itr)->name.c_str());
-        ss << PGetParseString(LANG_COMMAND_TICKETLISTAGECREATE, (secsToTimeString(time(NULL) - (*itr)->createtime, true, false)).c_str());
-        ss << PGetParseString(LANG_COMMAND_TICKETLISTAGE, (secsToTimeString(time(NULL) - (*itr)->timestamp, true, false)).c_str());
-        if (sObjectMgr->GetPlayerNameByGUID((*itr)->assignedToGM, gmname))
-            ss << PGetParseString(LANG_COMMAND_TICKETLISTASSIGNEDTO, gmname.c_str());
-        SendSysMessage(ss.str().c_str());
-    }
+    sTicketMgr->ShowList(*this, true);
     return true;
 }
 
 bool ChatHandler::HandleGMTicketListClosedCommand(const char* /*args*/)
 {
-    SendSysMessage(LANG_COMMAND_TICKETSHOWCLOSEDLIST);
-    for (GmTicketList::iterator itr = sTicketMgr->m_GMTicketList.begin(); itr != sTicketMgr->m_GMTicketList.end(); ++itr)
-    {
-        if ((*itr)->closed == 0)
-            continue;
-
-        std::string gmname;
-        std::stringstream ss;
-        ss << PGetParseString(LANG_COMMAND_TICKETLISTGUID, (*itr)->guid);
-        ss << PGetParseString(LANG_COMMAND_TICKETLISTNAME, (*itr)->name.c_str());
-        ss << PGetParseString(LANG_COMMAND_TICKETLISTAGECREATE, (secsToTimeString(time(NULL) - (*itr)->createtime, true, false)).c_str());
-        ss << PGetParseString(LANG_COMMAND_TICKETLISTAGE, (secsToTimeString(time(NULL) - (*itr)->timestamp, true, false)).c_str());
-        if (sObjectMgr->GetPlayerNameByGUID((*itr)->assignedToGM, gmname))
-            ss << PGetParseString(LANG_COMMAND_TICKETLISTASSIGNEDTO, gmname.c_str());
-
-        SendSysMessage(ss.str().c_str());
-    }
+    sTicketMgr->ShowClosedList(*this);
     return true;
 }
 
 bool ChatHandler::HandleGMTicketListEscalatedCommand(const char* /*args*/)
 {
-    SendSysMessage(LANG_COMMAND_TICKETSHOWESCALATEDLIST);
-    for (GmTicketList::iterator itr = sTicketMgr->m_GMTicketList.begin(); itr != sTicketMgr->m_GMTicketList.end(); ++itr)
-    {
-        if (!((*itr)->escalated == TICKET_IN_ESCALATION_QUEUE) || (*itr)->closed != 0)
-            continue;
-
-        std::string gmname;
-        std::stringstream ss;
-        ss << PGetParseString(LANG_COMMAND_TICKETLISTGUID, (*itr)->guid);
-        ss << PGetParseString(LANG_COMMAND_TICKETLISTNAME, (*itr)->name.c_str());
-        ss << PGetParseString(LANG_COMMAND_TICKETLISTAGECREATE, (secsToTimeString(time(NULL) - (*itr)->createtime, true, false)).c_str());
-        ss << PGetParseString(LANG_COMMAND_TICKETLISTAGE, (secsToTimeString(time(NULL) - (*itr)->timestamp, true, false)).c_str());
-        SendSysMessage(ss.str().c_str());
-    }
+    sTicketMgr->ShowEscalatedList(*this);
     return true;
 }
 
@@ -125,31 +54,19 @@ bool ChatHandler::HandleGMTicketGetByIdCommand(const char* args)
     if (!*args)
         return false;
 
-    uint64 tguid = atoi(args);
-    GM_Ticket *ticket = sTicketMgr->GetGMTicket(tguid);
-    if (!ticket || ticket->closed != 0 || ticket->completed)
+    uint32 ticketId = atoi(args);
+    GmTicket *ticket = sTicketMgr->GetTicket(ticketId);
+    if (!ticket || ticket->IsClosed() || ticket->IsCompleted())
     {
         SendSysMessage(LANG_COMMAND_TICKETNOTEXIST);
         return true;
     }
-    ticket->viewed = true;
 
-    std::string gmname;
-    std::stringstream ss;
-    ss << PGetParseString(LANG_COMMAND_TICKETLISTGUID, ticket->guid);
-    ss << PGetParseString(LANG_COMMAND_TICKETLISTNAME, ticket->name.c_str());
-    ss << PGetParseString(LANG_COMMAND_TICKETLISTAGECREATE, (secsToTimeString(time(NULL) - ticket->createtime, true, false)).c_str());
-    ss << PGetParseString(LANG_COMMAND_TICKETLISTAGE, (secsToTimeString(time(NULL) - ticket->timestamp, true, false)).c_str());
+    SQLTransaction trans = SQLTransaction(NULL);
+    ticket->SetViewed();
+    ticket->SaveToDB(trans);
 
-    if (sObjectMgr->GetPlayerNameByGUID(ticket->assignedToGM, gmname))
-        ss << PGetParseString(LANG_COMMAND_TICKETLISTASSIGNEDTO, gmname.c_str());
-
-    ss <<  PGetParseString(LANG_COMMAND_TICKETLISTMESSAGE, ticket->message.c_str());
-
-    if (strlen(ticket->comment.c_str()) != 0)
-        ss <<  PGetParseString(LANG_COMMAND_TICKETLISTCOMMENT, ticket->comment.c_str());
-
-    SendSysMessage(ss.str().c_str());
+    SendSysMessage(ticket->FormatMessageString(*this, true).c_str());
     return true;
 }
 
@@ -158,41 +75,35 @@ bool ChatHandler::HandleGMTicketGetByNameCommand(const char* args)
     if (!*args)
         return false;
 
-    std::string name = (char*)args;
-    normalizePlayerName(name);
+    std::string name(args);
+    if (!normalizePlayerName(name))
+        return false;
 
-    Player *plr = sObjectMgr->GetPlayer(name.c_str());
-    if (!plr)
+    // Detect target's GUID
+    uint64 guid = 0;
+    if (Player *player = sObjectMgr->GetPlayer(name.c_str()))
+        guid = player->GetGUID();
+    else 
+        guid = sObjectMgr->GetPlayerGUIDByName(name);
+    // Target must exist
+    if (!guid)
     {
         SendSysMessage(LANG_NO_PLAYERS_FOUND);
         return true;
     }
-
-    GM_Ticket *ticket = sTicketMgr->GetGMTicketByPlayer(plr->GetGUID());
+    // Ticket must exist
+    GmTicket *ticket = sTicketMgr->GetTicketByPlayer(guid);
     if (!ticket)
     {
         SendSysMessage(LANG_COMMAND_TICKETNOTEXIST);
         return true;
     }
-    ticket->viewed = true;
-
-    std::string gmname;
-    std::stringstream ss;
-    ss << PGetParseString(LANG_COMMAND_TICKETLISTGUID, ticket->guid);
-    ss << PGetParseString(LANG_COMMAND_TICKETLISTNAME, ticket->name.c_str());
-    ss << PGetParseString(LANG_COMMAND_TICKETLISTAGECREATE, (secsToTimeString(time(NULL) - ticket->createtime, true, false)).c_str());
-    ss << PGetParseString(LANG_COMMAND_TICKETLISTAGE, (secsToTimeString(time(NULL) - ticket->timestamp, true, false)).c_str());
 
-    if (sObjectMgr->GetPlayerNameByGUID(ticket->assignedToGM, gmname))
-        ss << PGetParseString(LANG_COMMAND_TICKETLISTASSIGNEDTO, gmname.c_str());
-
-    ss <<  PGetParseString(LANG_COMMAND_TICKETLISTMESSAGE, ticket->message.c_str());
-
-    if (strlen(ticket->comment.c_str()) != 0)
-        ss <<  PGetParseString(LANG_COMMAND_TICKETLISTCOMMENT, ticket->comment.c_str());
-
-    SendSysMessage(ss.str().c_str());
+    SQLTransaction trans = SQLTransaction(NULL);
+    ticket->SetViewed();
+    ticket->SaveToDB(trans);
 
+    SendSysMessage(ticket->FormatMessageString(*this, true).c_str());
     return true;
 }
 
@@ -201,37 +112,34 @@ bool ChatHandler::HandleGMTicketCloseByIdCommand(const char* args)
     if (!*args)
         return false;
 
-    uint64 tguid = atoi(args);
-    GM_Ticket *ticket = sTicketMgr->GetGMTicket(tguid);
-    if (!ticket || ticket->closed != 0 || ticket->completed)
+    uint32 ticketId = atoi(args);
+    GmTicket* ticket = sTicketMgr->GetTicket(ticketId);
+    if (!ticket || ticket->IsClosed() || ticket->IsCompleted())
     {
         SendSysMessage(LANG_COMMAND_TICKETNOTEXIST);
         return true;
     }
-
-    if (ticket && ticket->assignedToGM != 0 && ticket->assignedToGM != m_session->GetPlayer()->GetGUID())
+    // Ticket must be assigned to player, who tries to close it.
+    uint64 guid = m_session->GetPlayer()->GetGUID();
+    if (ticket->IsAssignedNotTo(guid))
     {
-        PSendSysMessage(LANG_COMMAND_TICKETCANNOTCLOSE, ticket->guid);
+        PSendSysMessage(LANG_COMMAND_TICKETCANNOTCLOSE, ticket->GetId());
         return true;
     }
-
-    std::stringstream ss;
-    ss << PGetParseString(LANG_COMMAND_TICKETLISTGUID, ticket->guid);
-    ss << PGetParseString(LANG_COMMAND_TICKETLISTNAME, ticket->name.c_str());
-    ss << PGetParseString(LANG_COMMAND_TICKETCLOSED, m_session->GetPlayer()->GetName());
-    SendGlobalGMSysMessage(ss.str().c_str());
-    Player *plr = sObjectMgr->GetPlayer(ticket->playerGuid);
-    sTicketMgr->RemoveGMTicket(ticket, m_session->GetPlayer()->GetGUID());
-
-    if (!plr || !plr->IsInWorld())
-        return true;
-
-    // send abandon ticket
-    WorldPacket deleteTicket(SMSG_GMTICKET_DELETETICKET, 4);
-    deleteTicket << uint32(GMTICKET_RESPONSE_TICKET_DELETED);
-    plr->GetSession()->SendPacket(&deleteTicket);
-
+    sTicketMgr->CloseTicket(ticket->GetId(), guid);
     sTicketMgr->UpdateLastChange();
+
+    std::string msg = ticket->FormatMessageString(*this, m_session->GetPlayer()->GetName(), NULL, NULL, NULL);
+    SendGlobalGMSysMessage(msg.c_str());
+
+    // Inform player, who submitted this ticket, that it is closed
+    if (Player *player = ticket->GetPlayer())
+        if (player->IsInWorld())
+        {
+            WorldPacket data(SMSG_GMTICKET_DELETETICKET, 4);
+            data << uint32(GMTICKET_RESPONSE_TICKET_DELETED);
+            player->GetSession()->SendPacket(&data);
+        }
     return true;
 }
 
@@ -240,66 +148,55 @@ bool ChatHandler::HandleGMTicketAssignToCommand(const char* args)
     if (!*args)
         return false;
 
-    char* tguid = strtok((char*)args, " ");
-    uint64 ticketGuid = atoi(tguid);
-    char* targetgm = strtok(NULL, " ");
+    char* sTicketId = strtok((char*)args, " ");
+    uint32 ticketId = atoi(sTicketId);
 
-    if (!targetgm)
+    char* sTarget = strtok(NULL, " ");
+    if (!sTarget)
         return false;
 
-    std::string targm = targetgm;
-    if (!normalizePlayerName(targm))
+    std::string target(sTarget);
+    if (!normalizePlayerName(target))
         return false;
 
-    Player *cplr = m_session->GetPlayer();
-    GM_Ticket *ticket = sTicketMgr->GetGMTicket(ticketGuid);
-
-    if (!ticket || ticket->closed != 0)
+    GmTicket* ticket = sTicketMgr->GetTicket(ticketId);
+    if (!ticket || ticket->IsClosed())
     {
         SendSysMessage(LANG_COMMAND_TICKETNOTEXIST);
         return true;
     }
 
-    uint64 tarGUID = sObjectMgr->GetPlayerGUIDByName(targm.c_str());
-    uint64 accid = sObjectMgr->GetPlayerAccountIdByGUID(tarGUID);
-    uint32 gmlevel = sAccountMgr->GetSecurity(accid, realmID);
-
-    if (!tarGUID || gmlevel == SEC_PLAYER)
+    // Get target information
+    uint64 targetGuid = sObjectMgr->GetPlayerGUIDByName(target.c_str());
+    uint64 targetAccId = sObjectMgr->GetPlayerAccountIdByGUID(targetGuid);
+    uint32 targetGmLevel = sAccountMgr->GetSecurity(targetAccId, realmID);
+    // Target must exist and have administrative rights
+    if (!targetGuid || targetGmLevel == SEC_PLAYER)
     {
         SendSysMessage(LANG_COMMAND_TICKETASSIGNERROR_A);
         return true;
     }
-
-    if (ticket->assignedToGM == tarGUID)
+    // If already assigned, leave
+    if (ticket->IsAssignedTo(targetGuid))
     {
-        PSendSysMessage(LANG_COMMAND_TICKETASSIGNERROR_B, ticket->guid);
+        PSendSysMessage(LANG_COMMAND_TICKETASSIGNERROR_B, ticket->GetId());
         return true;
     }
-
-    std::string gmname;
-    sObjectMgr->GetPlayerNameByGUID(tarGUID, gmname);
-    if (ticket->assignedToGM != 0 && ticket->assignedToGM != cplr->GetGUID())
+    // If assigned to different player other than current, leave
+    Player *player = m_session->GetPlayer();
+    if (ticket->IsAssignedNotTo(player->GetGUID()))
     {
-        PSendSysMessage(LANG_COMMAND_TICKETALREADYASSIGNED, ticket->guid, gmname.c_str());
+        PSendSysMessage(LANG_COMMAND_TICKETALREADYASSIGNED, ticket->GetId(), target.c_str());
         return true;
     }
-
-    ticket->assignedToGM = tarGUID;
-
-    if (gmlevel == SEC_ADMINISTRATOR && ticket->escalated == TICKET_IN_ESCALATION_QUEUE)
-        ticket->escalated = TICKET_ESCALATED_ASSIGNED;
-    else if (ticket->escalated == TICKET_UNASSIGNED)
-        ticket->escalated = TICKET_ASSIGNED;
-
-    sTicketMgr->AddOrUpdateGMTicket(*ticket);
-
-    std::stringstream ss;
-    ss << PGetParseString(LANG_COMMAND_TICKETLISTGUID, ticket->guid);
-    ss << PGetParseString(LANG_COMMAND_TICKETLISTNAME, ticket->name.c_str());
-    ss << PGetParseString(LANG_COMMAND_TICKETLISTASSIGNEDTO, gmname.c_str());
-    SendGlobalGMSysMessage(ss.str().c_str());
-
+    // Assign ticket
+    SQLTransaction trans = SQLTransaction(NULL);
+    ticket->SetAssignedTo(targetGuid, targetGmLevel == SEC_ADMINISTRATOR);
+    ticket->SaveToDB(trans);
     sTicketMgr->UpdateLastChange();
+
+    std::string msg = ticket->FormatMessageString(*this, NULL, target.c_str(), NULL, NULL);
+    SendGlobalGMSysMessage(msg.c_str());
     return true;
 }
 
@@ -308,41 +205,45 @@ bool ChatHandler::HandleGMTicketUnAssignCommand(const char* args)
     if (!*args)
         return false;
 
-    uint64 ticketGuid = atoi(args);
-    Player *cplr = m_session->GetPlayer();
-    GM_Ticket *ticket = sTicketMgr->GetGMTicket(ticketGuid);
-
-    if (!ticket|| ticket->closed != 0)
+    uint32 ticketId = atoi(args);
+    GmTicket *ticket = sTicketMgr->GetTicket(ticketId);
+    if (!ticket || ticket->IsClosed())
     {
         SendSysMessage(LANG_COMMAND_TICKETNOTEXIST);
         return true;
     }
-    if (ticket->assignedToGM == 0)
+    // Ticket must be assigned
+    if (!ticket->IsAssigned())
     {
-        PSendSysMessage(LANG_COMMAND_TICKETNOTASSIGNED, ticket->guid);
+        PSendSysMessage(LANG_COMMAND_TICKETNOTASSIGNED, ticket->GetId());
         return true;
     }
-
-    std::string gmname;
-    sObjectMgr->GetPlayerNameByGUID(ticket->assignedToGM, gmname);
-    Player *plr = sObjectMgr->GetPlayer(ticket->assignedToGM);
-    if (plr && plr->IsInWorld() && plr->GetSession()->GetSecurity() > cplr->GetSession()->GetSecurity())
+    // Get security level of player, whom this ticket is assigned to
+    uint32 security = SEC_PLAYER;
+    Player* assignedPlayer = ticket->GetAssignedPlayer();
+    if (assignedPlayer && assignedPlayer->IsInWorld())
+        security = assignedPlayer->GetSession()->GetSecurity();
+    else
+    {
+        uint64 guid = ticket->GetAssignedToGUID();
+        uint32 accountId = sObjectMgr->GetPlayerAccountIdByGUID(guid);
+        security = sAccountMgr->GetSecurity(accountId, realmID);
+    }
+    // Check security
+    Player *player = m_session->GetPlayer();
+    if (security > uint32(player->GetSession()->GetSecurity()))
     {
         SendSysMessage(LANG_COMMAND_TICKETUNASSIGNSECURITY);
         return true;
     }
 
-    std::stringstream ss;
-    ss << PGetParseString(LANG_COMMAND_TICKETLISTGUID, ticket->guid);
-    ss << PGetParseString(LANG_COMMAND_TICKETLISTNAME, ticket->name.c_str());
-    ss << PGetParseString(LANG_COMMAND_TICKETLISTASSIGNEDTO, gmname.c_str());
-    ss << PGetParseString(LANG_COMMAND_TICKETLISTUNASSIGNED, cplr->GetName());
-    SendGlobalGMSysMessage(ss.str().c_str());
-    ticket->assignedToGM = 0;
-    if (ticket->escalated != TICKET_UNASSIGNED && ticket->escalated != TICKET_IN_ESCALATION_QUEUE)
-        ticket->escalated--;
-    sTicketMgr->AddOrUpdateGMTicket(*ticket);
+    SQLTransaction trans = SQLTransaction(NULL);
+    ticket->SetUnassigned();
+    ticket->SaveToDB(trans);
     sTicketMgr->UpdateLastChange();
+
+    std::string msg = ticket->FormatMessageString(*this, NULL, ticket->GetAssignedToName(), player->GetName(), NULL);
+    SendGlobalGMSysMessage(msg.c_str());
     return true;
 }
 
@@ -352,40 +253,35 @@ bool ChatHandler::HandleGMTicketCommentCommand(const char* args)
         return false;
 
     char* tguid = strtok((char*)args, " ");
-    uint64 ticketGuid = atoi(tguid);
-    char* comment = strtok(NULL, "\n");
+    uint32 ticketId = atoi(tguid);
 
+    char* comment = strtok(NULL, "\n");
     if (!comment)
         return false;
 
-    Player *cplr = m_session->GetPlayer();
-    GM_Ticket *ticket = sTicketMgr->GetGMTicket(ticketGuid);
-
-    if (!ticket || ticket->closed != 0)
+    GmTicket *ticket = sTicketMgr->GetTicket(ticketId);
+    if (!ticket || ticket->IsClosed())
     {
         PSendSysMessage(LANG_COMMAND_TICKETNOTEXIST);
         return true;
     }
-    if (ticket->assignedToGM != 0 && ticket->assignedToGM != cplr->GetGUID())
+    // Cannot comment ticket assigned to someone else
+    Player* player = m_session->GetPlayer();
+    if (ticket->IsAssignedNotTo(player->GetGUID()))
     {
-        PSendSysMessage(LANG_COMMAND_TICKETALREADYASSIGNED, ticket->guid);
+        PSendSysMessage(LANG_COMMAND_TICKETALREADYASSIGNED, ticket->GetId());
         return true;
     }
 
-    std::string gmname;
-    sObjectMgr->GetPlayerNameByGUID(ticket->assignedToGM, gmname);
-    ticket->comment = comment;
-    sTicketMgr->AddOrUpdateGMTicket(*ticket);
-    std::stringstream ss;
-    ss << PGetParseString(LANG_COMMAND_TICKETLISTGUID, ticket->guid);
-    ss << PGetParseString(LANG_COMMAND_TICKETLISTNAME, ticket->name.c_str());
+    SQLTransaction trans = SQLTransaction(NULL);
+    ticket->SetComment(comment);
+    ticket->SaveToDB(trans);
+    sTicketMgr->UpdateLastChange();
 
-    if (sObjectMgr->GetPlayerNameByGUID(ticket->assignedToGM, gmname))
-        ss << PGetParseString(LANG_COMMAND_TICKETLISTASSIGNEDTO, gmname.c_str());
+    std::string msg = ticket->FormatMessageString(*this, NULL, ticket->GetAssignedToName(), NULL, NULL);
+    msg += PGetParseString(LANG_COMMAND_TICKETLISTADDCOMMENT, player->GetName(), comment);
+    SendGlobalGMSysMessage(msg.c_str());
 
-    ss << PGetParseString(LANG_COMMAND_TICKETLISTADDCOMMENT, cplr->GetName(), ticket->comment.c_str());
-    SendGlobalGMSysMessage(ss.str().c_str());
-    sTicketMgr->UpdateLastChange();
     return true;
 }
 
@@ -393,48 +289,42 @@ bool ChatHandler::HandleGMTicketDeleteByIdCommand(const char* args)
 {
     if (!*args)
         return false;
-    uint64 ticketGuid = atoi(args);
-    GM_Ticket *ticket = sTicketMgr->GetGMTicket(ticketGuid);
 
+    uint32 ticketId = atoi(args);
+    GmTicket* ticket = sTicketMgr->GetTicket(ticketId);
     if (!ticket)
     {
         SendSysMessage(LANG_COMMAND_TICKETNOTEXIST);
         return true;
     }
-    if (ticket->closed == 0)
+    if (!ticket->IsClosed())
     {
         SendSysMessage(LANG_COMMAND_TICKETCLOSEFIRST);
         return true;
     }
 
-    std::stringstream ss;
-    ss << PGetParseString(LANG_COMMAND_TICKETLISTGUID, ticket->guid);
-    ss << PGetParseString(LANG_COMMAND_TICKETLISTNAME, ticket->name.c_str());
-    ss << PGetParseString(LANG_COMMAND_TICKETDELETED, m_session->GetPlayer()->GetName());
-    SendGlobalGMSysMessage(ss.str().c_str());
-    Player *plr = sObjectMgr->GetPlayer(ticket->playerGuid);
-    sTicketMgr->RemoveGMTicket(ticket, -1, true); // we don't need to care about who deleted it...
-    if (plr && plr->IsInWorld())
-    {
-        // Force abandon ticket
-        WorldPacket data(SMSG_GMTICKET_DELETETICKET, 4);
-        data << uint32(GMTICKET_RESPONSE_TICKET_DELETED);
-        plr->GetSession()->SendPacket(&data);
-    }
+    std::string msg = ticket->FormatMessageString(*this, NULL, NULL, NULL, m_session->GetPlayer()->GetName());
+    SendGlobalGMSysMessage(msg.c_str());
 
-    ticket = NULL;
+    sTicketMgr->RemoveTicket(ticket->GetId());
     sTicketMgr->UpdateLastChange();
+
+    if (Player* player = ticket->GetPlayer())
+        if (player->IsInWorld())
+        {
+            // Force abandon ticket
+            WorldPacket data(SMSG_GMTICKET_DELETETICKET, 4);
+            data << uint32(GMTICKET_RESPONSE_TICKET_DELETED);
+            player->GetSession()->SendPacket(&data);
+        }
     return true;
 }
 
 bool ChatHandler::HandleToggleGMTicketSystem(const char* /* args */)
 {
-    sTicketMgr->SetStatus(!sTicketMgr->GetStatus());
-    if (sTicketMgr->GetStatus())
-        PSendSysMessage(LANG_ALLOW_TICKETS);
-    else
-        PSendSysMessage(LANG_DISALLOW_TICKETS);
-
+    bool status = !sTicketMgr->GetStatus();
+    sTicketMgr->SetStatus(status);
+    PSendSysMessage(status ? LANG_ALLOW_TICKETS : LANG_DISALLOW_TICKETS);
     return true;
 }
 
@@ -443,19 +333,20 @@ bool ChatHandler::HandleGMTicketEscalateCommand(const char *args)
     if (!*args)
         return false;
 
-    uint64 tguid = atoi(args);
-    GM_Ticket *ticket = sTicketMgr->GetGMTicket(tguid);
-    if (!ticket || ticket->closed != 0 || ticket->completed || ticket->escalated != TICKET_UNASSIGNED)
+    uint32 ticketId = atoi(args);
+    GmTicket* ticket = sTicketMgr->GetTicket(ticketId);
+    if (!ticket || !ticket->IsClosed() || ticket->IsCompleted() || ticket->GetEscalatedStatus() != TICKET_UNASSIGNED)
     {
         SendSysMessage(LANG_COMMAND_TICKETNOTEXIST);
         return true;
     }
 
-    ticket->escalated = TICKET_IN_ESCALATION_QUEUE;
+    ticket->SetEscalatedStatus(TICKET_IN_ESCALATION_QUEUE);
+
+    if (Player* player = ticket->GetPlayer())
+        if (player->IsInWorld())
+            sTicketMgr->SendTicket(player->GetSession(), ticket);
 
-    Player *plr = sObjectMgr->GetPlayer(ticket->playerGuid);
-    if (plr && plr->IsInWorld())
-        plr->GetSession()->SendGMTicketGetTicket(GMTICKET_STATUS_HASTEXT, ticket->message.c_str(), ticket);
     sTicketMgr->UpdateLastChange();
     return true;
 }
@@ -465,88 +356,63 @@ bool ChatHandler::HandleGMTicketCompleteCommand(const char* args)
     if (!*args)
         return false;
 
-    uint64 tguid = atoi(args);
-    GM_Ticket *ticket = sTicketMgr->GetGMTicket(tguid);
-    if (!ticket || ticket->closed != 0 || ticket->completed)
+    uint32 ticketId = atoi(args);
+    GmTicket* ticket = sTicketMgr->GetTicket(ticketId);
+    if (!ticket || !ticket->IsClosed() || ticket->IsCompleted())
     {
         SendSysMessage(LANG_COMMAND_TICKETNOTEXIST);
         return true;
     }
 
-    Player *plr = sObjectMgr->GetPlayer(ticket->playerGuid);
-    if (plr && plr->IsInWorld())
-        plr->GetSession()->SendGMTicketResponse(ticket);
+    if (Player *player = ticket->GetPlayer())
+        if (player->IsInWorld())
+            ticket->SendResponse(player->GetSession());
+
     sTicketMgr->UpdateLastChange();
     return true;
 }
 
-bool ChatHandler::HandleGMTicketResponseAppendCommand(const char* args)
+inline bool ChatHandler::_HandleGMTicketResponseAppendCommand(const char* args, bool newLine)
 {
     if (!*args)
         return false;
 
-    char* tguid = strtok((char*)args, " ");
-    uint64 ticketGuid = atoi(tguid);
-    char* response = strtok(NULL, "\n");
+    char* sTicketId = strtok((char*)args, " ");
+    uint32 ticketId = atoi(sTicketId);
 
+    char* response = strtok(NULL, "\n");
     if (!response)
         return false;
 
-    GM_Ticket *ticket = sTicketMgr->GetGMTicket(ticketGuid);
-    Player *cplr = m_session->GetPlayer();
-
-    if (!ticket || ticket->closed != 0)
+    GmTicket* ticket = sTicketMgr->GetTicket(ticketId);
+    if (!ticket || !ticket->IsClosed())
     {
         PSendSysMessage(LANG_COMMAND_TICKETNOTEXIST);
         return true;
     }
-
-    if (ticket->assignedToGM != 0 && ticket->assignedToGM != cplr->GetGUID())
+    // Cannot add response to ticket, assigned to someone else
+    Player* player = m_session->GetPlayer();
+    if (ticket->IsAssignedNotTo(player->GetGUID()))
     {
-        PSendSysMessage(LANG_COMMAND_TICKETALREADYASSIGNED, ticket->guid);
+        PSendSysMessage(LANG_COMMAND_TICKETALREADYASSIGNED, ticket->GetId());
         return true;
     }
 
-    std::stringstream ss;
-    ss << ticket->response;
-    ss << response;
-    ticket->response = ss.str();
-    sTicketMgr->AddOrUpdateGMTicket(*ticket);
+    SQLTransaction trans = SQLTransaction(NULL);
+    ticket->AppendResponse(response);
+    if (newLine)
+        ticket->AppendResponse("\n");
+    ticket->SaveToDB(trans);
+
     return true;
 }
 
-bool ChatHandler::HandleGMTicketResponseAppendLnCommand(const char* args)
+bool ChatHandler::HandleGMTicketResponseAppendCommand(const char* args)
 {
-    if (!*args)
-        return false;
-
-    char* tguid = strtok((char*)args, " ");
-    uint64 ticketGuid = atoi(tguid);
-    char* response = strtok(NULL, "\n");
-
-    if (!response)
-        return false;
-
-    GM_Ticket *ticket = sTicketMgr->GetGMTicket(ticketGuid);
-    Player *cplr = m_session->GetPlayer();
-
-    if (!ticket || ticket->closed != 0)
-    {
-        PSendSysMessage(LANG_COMMAND_TICKETNOTEXIST);
-        return true;
-    }
-
-    if (ticket->assignedToGM != 0 && ticket->assignedToGM != cplr->GetGUID())
-    {
-        PSendSysMessage(LANG_COMMAND_TICKETALREADYASSIGNED, ticket->guid);
-        return true;
-    }
+    return _HandleGMTicketResponseAppendCommand(args, false);
+}
 
-    std::stringstream ss;
-    ss << ticket->response;
-    ss << response;
-    ss << "\n";
-    ticket->response = ss.str();
-    sTicketMgr->AddOrUpdateGMTicket(*ticket);
-    return true;
+bool ChatHandler::HandleGMTicketResponseAppendLnCommand(const char* args)
+{
+    return _HandleGMTicketResponseAppendCommand(args, true);
 }
diff --git a/src/server/game/Entities/Player/Player.cpp b/src/server/game/Entities/Player/Player.cpp
index 37b3fffe916..e130a570359 100755
--- a/src/server/game/Entities/Player/Player.cpp
+++ b/src/server/game/Entities/Player/Player.cpp
@@ -4870,7 +4870,9 @@ void Player::DeleteFromDB(uint64 playerguid, uint32 accountId, bool updateRealmC
             trans->PAppend("DELETE FROM character_reputation WHERE guid = '%u'",guid);
             trans->PAppend("DELETE FROM character_spell WHERE guid = '%u'",guid);
             trans->PAppend("DELETE FROM character_spell_cooldown WHERE guid = '%u'",guid);
-            trans->PAppend("DELETE FROM gm_tickets WHERE playerGuid = '%u'", guid);
+            stmt = CharacterDatabase.GetPreparedStatement(CHAR_DEL_PLAYER_GM_TICKETS);
+            stmt->setUInt32(0, guid);
+            trans->Append(stmt);
             trans->PAppend("DELETE FROM item_instance WHERE owner_guid = '%u'",guid);
             trans->PAppend("DELETE FROM character_social WHERE guid = '%u' OR friend='%u'",guid,guid);
             trans->PAppend("DELETE FROM mail WHERE receiver = '%u'",guid);
diff --git a/src/server/game/Server/Protocol/Handlers/TicketHandler.cpp b/src/server/game/Server/Protocol/Handlers/TicketHandler.cpp
index e96cfa2dbbd..ad883394270 100755
--- a/src/server/game/Server/Protocol/Handlers/TicketHandler.cpp
+++ b/src/server/game/Server/Protocol/Handlers/TicketHandler.cpp
@@ -38,54 +38,22 @@ void WorldSession::HandleGMTicketCreateOpcode(WorldPacket & recv_data)
         return;
     }
 
-    if (sTicketMgr->GetGMTicketByPlayer(GetPlayer()->GetGUID()))
+    GMTicketResponse response = GMTICKET_RESPONSE_FAILURE;
+    // Player must not have ticket
+    if (!sTicketMgr->GetTicketByPlayer(GetPlayer()->GetGUID()))
     {
-        WorldPacket data(SMSG_GMTICKET_CREATE, 4);
-        data << uint32(GMTICKET_RESPONSE_FAILURE); // You already have GM ticket
-        SendPacket(&data);
-        return;
-    }
+        GmTicket* ticket = new GmTicket(GetPlayer(), recv_data);
+        sTicketMgr->AddTicket(ticket);
+        sTicketMgr->UpdateLastChange();
 
-    uint32 map, unk1;
-    uint8 needResponse; // ignored
-    float x, y, z;
-    std::string ticketText, ticketText2;
+        sWorld->SendGMText(LANG_COMMAND_TICKETNEW, GetPlayer()->GetName(), ticket->GetId());
 
-    SendQueryTimeResponse();
-
-    recv_data >> map;
-    recv_data >> x;
-    recv_data >> y;
-    recv_data >> z;
-    recv_data >> ticketText;
-    recv_data >> unk1; // not sure what this is... replyTo?
-    recv_data >> needResponse; // always 1/0 -- not sure what retail does with this
-
-    GM_Ticket *ticket = new GM_Ticket;
-    ticket->name = GetPlayer()->GetName();
-    ticket->guid = sTicketMgr->GenerateGMTicketId();
-    ticket->playerGuid = GetPlayer()->GetGUID();
-    ticket->message = ticketText;
-    ticket->createtime = time(NULL);
-    ticket->map = map;
-    ticket->pos_x = x;
-    ticket->pos_y = y;
-    ticket->pos_z = z;
-    ticket->timestamp = time(NULL);
-    ticket->closed = 0;
-    ticket->assignedToGM = 0;
-    ticket->comment = "";
-    ticket->completed = false;
-    ticket->escalated = TICKET_UNASSIGNED;
-    ticket->response = "";
-
-    sTicketMgr->AddOrUpdateGMTicket(*ticket, true);
+        response = GMTICKET_RESPONSE_SUCCESS;
+    }
 
     WorldPacket data(SMSG_GMTICKET_CREATE, 4);
-    data << uint32(GMTICKET_RESPONSE_SUCCESS);
+    data << uint32(response);
     SendPacket(&data);
-
-    sWorld->SendGMText(LANG_COMMAND_TICKETNEW, GetPlayer()->GetName(), ticket->guid);
 }
 
 void WorldSession::HandleGMTicketUpdateOpcode(WorldPacket & recv_data)
@@ -93,40 +61,35 @@ void WorldSession::HandleGMTicketUpdateOpcode(WorldPacket & recv_data)
     std::string message;
     recv_data >> message;
 
-    GM_Ticket *ticket = sTicketMgr->GetGMTicketByPlayer(GetPlayer()->GetGUID());
-    if (!ticket)
+    GMTicketResponse response = GMTICKET_RESPONSE_FAILURE;
+    if (GmTicket *ticket = sTicketMgr->GetTicketByPlayer(GetPlayer()->GetGUID()))
     {
-        WorldPacket data(SMSG_GMTICKET_UPDATETEXT, 4);
-        data << uint32(GMTICKET_RESPONSE_FAILURE);
-        SendPacket(&data);
-        return;
-    }
+        SQLTransaction trans = SQLTransaction(NULL);
+        ticket->SetMessage(message);
+        ticket->SaveToDB(trans);
 
-    ticket->message = message;
-    ticket->timestamp = time(NULL);
+        sWorld->SendGMText(LANG_COMMAND_TICKETUPDATED, GetPlayer()->GetName(), ticket->GetId());
 
-    sTicketMgr->AddOrUpdateGMTicket(*ticket);
+        response = GMTICKET_RESPONSE_SUCCESS;
+    }
 
     WorldPacket data(SMSG_GMTICKET_UPDATETEXT, 4);
-    data << uint32(GMTICKET_RESPONSE_SUCCESS);
+    data << uint32(response);
     SendPacket(&data);
-
-    sWorld->SendGMText(LANG_COMMAND_TICKETUPDATED, GetPlayer()->GetName(), ticket->guid);
 }
 
 void WorldSession::HandleGMTicketDeleteOpcode(WorldPacket & /*recv_data*/)
 {
-    GM_Ticket* ticket = sTicketMgr->GetGMTicketByPlayer(GetPlayer()->GetGUID());
-
-    if (ticket)
+    if (GmTicket* ticket = sTicketMgr->GetTicketByPlayer(GetPlayer()->GetGUID()))
     {
         WorldPacket data(SMSG_GMTICKET_DELETETICKET, 4);
         data << uint32(GMTICKET_RESPONSE_TICKET_DELETED);
         SendPacket(&data);
 
-        sWorld->SendGMText(LANG_COMMAND_TICKETPLAYERABANDON, GetPlayer()->GetName(), ticket->guid);
-        sTicketMgr->RemoveGMTicket(ticket, GetPlayer()->GetGUID(), false);
-        SendGMTicketGetTicket(GMTICKET_STATUS_DEFAULT, NULL);
+        sWorld->SendGMText(LANG_COMMAND_TICKETPLAYERABANDON, GetPlayer()->GetName(), ticket->GetId());
+
+        sTicketMgr->CloseTicket(ticket->GetId(), GetPlayer()->GetGUID());
+        sTicketMgr->SendTicket(this, NULL);
     }
 }
 
@@ -134,139 +97,64 @@ void WorldSession::HandleGMTicketGetTicketOpcode(WorldPacket & /*recv_data*/)
 {
     SendQueryTimeResponse();
 
-    if (GM_Ticket *ticket = sTicketMgr->GetGMTicketByPlayer(GetPlayer()->GetGUID()))
+    if (GmTicket* ticket = sTicketMgr->GetTicketByPlayer(GetPlayer()->GetGUID()))
     {
-        if (ticket->completed)
-            SendGMTicketResponse(ticket);
+        if (ticket->IsCompleted())
+            ticket->SendResponse(this);
         else
-            SendGMTicketGetTicket(GMTICKET_STATUS_HASTEXT, ticket->message.c_str(), ticket);
+            sTicketMgr->SendTicket(this, ticket);
     }
     else
-        SendGMTicketGetTicket(GMTICKET_STATUS_DEFAULT, NULL);
+        sTicketMgr->SendTicket(this, NULL);
 }
 
 void WorldSession::HandleGMTicketSystemStatusOpcode(WorldPacket & /*recv_data*/)
 {
-    WorldPacket data(SMSG_GMTICKET_SYSTEMSTATUS, 4);
     // Note: This only disables the ticket UI at client side and is not fully reliable
     // are we sure this is a uint32? Should ask Zor
+    WorldPacket data(SMSG_GMTICKET_SYSTEMSTATUS, 4);
     data << uint32(sTicketMgr->GetStatus() ? GMTICKET_QUEUE_STATUS_ENABLED : GMTICKET_QUEUE_STATUS_DISABLED);
     SendPacket(&data);
 }
 
-void WorldSession::SendGMTicketGetTicket(uint32 status, char const* text, GM_Ticket *ticket /* = NULL */)
-{
-    int len = text ? strlen(text) : 0;
-    WorldPacket data(SMSG_GMTICKET_GETTICKET, (4+4+((status == GMTICKET_STATUS_HASTEXT) ? (len+1+4+4+4+1+1) : 0)));
-    data << uint32(status); // standard 0x0A, 0x06 if text present
-    data << uint32(1);      // g_HasActiveGMTicket -- not a flag
-
-    if (status == GMTICKET_STATUS_HASTEXT)
-    {
-        data << text; // ticket text
-        data << uint8(0x7); // ticket category; why is this hardcoded? does it make a diff re: client?
-
-        // we've got the easy stuff done by now.
-        // Now we need to go through the client logic for displaying various levels of ticket load
-        if (ticket)
-        {
-            // get ticketage, but it's stored in seconds so we have to do it in days
-            float ticketAge = (float)time(NULL) - (float)ticket->timestamp;
-            ticketAge /= DAY;
-
-            data << float(ticketAge); // ticketAge (days)
-            if (GM_Ticket *oldestTicket = sTicketMgr->GetOldestOpenGMTicket())
-            {
-                // get ticketage, but it's stored in seconds so we have to do it in days
-                float oldestTicketAge = (float)time(NULL) - (float)oldestTicket->timestamp;
-                oldestTicketAge /= DAY;
-                data << float(oldestTicketAge);
-            }
-            else
-                data << float(0);
-
-            // I am not sure how blizzlike this is, and we don't really have a way to find out
-            int64 lastChange = int64(sTicketMgr->GetLastChange());
-            float timeDiff = float(int64(time(NULL)) - lastChange);
-            timeDiff /= DAY;
-            data << float(timeDiff);
-
-            data << uint8(std::min(ticket->escalated, uint8(TICKET_IN_ESCALATION_QUEUE))); // escalated data
-            data << uint8(ticket->viewed ? GMTICKET_OPENEDBYGM_STATUS_OPENED : GMTICKET_OPENEDBYGM_STATUS_NOT_OPENED); // whether or not it has been viewed
-        }
-        else
-        {
-            // we can't actually get any numbers here...
-            data << float(0);
-            data << float(0);
-            data << float(1);
-            data << uint8(0);
-            data << uint8(0);
-        }
-    }
-
-    SendPacket(&data);
-}
-
-void WorldSession::SendGMTicketResponse(GM_Ticket *ticket)
-{
-    if (!ticket)
-        return;
-
-    WorldPacket data(SMSG_GMRESPONSE_RECEIVED);
-    data << uint32(1); // unk? Zor says "hasActiveTicket"
-    data << uint32(0); // can-edit - always 1 or 0, not flags
-    data << ticket->message.c_str();
-    data << ticket->response.c_str();
-    for (int8 j = 0; j < 3; j++)
-        data << uint8(0); // 3 null strings
-    SendPacket(&data);
-}
-
 void WorldSession::HandleGMSurveySubmit(WorldPacket& recv_data)
 {
-    uint64 nextSurveyID = sTicketMgr->GetNextSurveyID();
+    uint32 nextSurveyID = sTicketMgr->GetNextSurveyID();
     // just put the survey into the database
-    std::ostringstream ss;
     uint32 mainSurvey; // GMSurveyCurrentSurvey.dbc, column 1 (all 9) ref to GMSurveySurveys.dbc
     recv_data >> mainSurvey;
 
-    ss << "INSERT INTO gm_surveys (player, surveyid, mainSurvey, overall_comment, timestamp) VALUES (";
-    ss << GetPlayer()->GetGUID() << ", ";
-    ss << uint32(nextSurveyID) << ", ";
-    ss << mainSurvey << ", ";
-
     // sub_survey1, r1, comment1, sub_survey2, r2, comment2, sub_survey3, r3, comment3, sub_survey4, r4, comment4, sub_survey5, r5, comment5, sub_survey6, r6, comment6, sub_survey7, r7, comment7, sub_survey8, r8, comment8, sub_survey9, r9, comment9, sub_survey10, r10, comment10,
-
     for (uint8 i = 0; i < 10; i++)
     {
-        std::ostringstream os;
-        os << "INSERT INTO gm_subsurveys (surveyid, subsurveyid, rank, comment) VALUES (";
         uint32 subSurveyId; // ref to i'th GMSurveySurveys.dbc field (all fields in that dbc point to fields in GMSurveyQuestions.dbc)
         recv_data >> subSurveyId;
-        if(!subSurveyId)
+        if (!subSurveyId)
             break;
 
         uint8 rank; // probably some sort of ref to GMSurveyAnswers.dbc
-        std::string comment; // comment ("Usage: GMSurveyAnswerSubmit(question, rank, comment)")
         recv_data >> rank;
+        std::string comment; // comment ("Usage: GMSurveyAnswerSubmit(question, rank, comment)")
         recv_data >> comment;
 
-        os << uint32(nextSurveyID) << " ";
-        os << subSurveyId << ", ";
-        os << uint16(rank) << ", '";
-        CharacterDatabase.escape_string(comment);
-        os << comment << "');";
-        CharacterDatabase.PExecute(os.str().c_str());
+        PreparedStatement* stmt = CharacterDatabase.GetPreparedStatement(CHAR_ADD_GM_SUBSURVEY);
+        stmt->setUInt32(0, nextSurveyID);
+        stmt->setUInt32(1, subSurveyId);
+        stmt->setUInt32(2, rank);
+        stmt->setString(3, comment);
+        CharacterDatabase.Execute(stmt);
     }
 
     std::string comment; // just a guess
     recv_data >> comment;
-    CharacterDatabase.escape_string(comment);
-    ss << "'" << comment << "', ";
-    ss << int64(time_t(NULL)) << ");";
 
-    CharacterDatabase.PExecute(ss.str().c_str());
+    PreparedStatement* stmt = CharacterDatabase.GetPreparedStatement(CHAR_ADD_GM_SURVEY);
+    stmt->setUInt32(0, GUID_LOPART(GetPlayer()->GetGUID()));
+    stmt->setUInt32(1, nextSurveyID);
+    stmt->setUInt32(2, mainSurvey);
+    stmt->setString(3, comment);
+
+    CharacterDatabase.Execute(stmt);
 }
 
 void WorldSession::HandleReportLag(WorldPacket& recv_data)
@@ -274,35 +162,30 @@ void WorldSession::HandleReportLag(WorldPacket& recv_data)
     // just put the lag report into the database...
     // can't think of anything else to do with it
     uint32 lagType, mapId;
-    float x, y, z;
     recv_data >> lagType;
     recv_data >> mapId;
+    float x, y, z;
     recv_data >> x;
     recv_data >> y;
     recv_data >> z;
 
-    // build and execute query
-    std::ostringstream os;
-    os << "INSERT INTO lag_reports (player, lag_type, map, posX, posY, posZ) VALUES (";
-    os << GetPlayer()->GetGUID() << ", ";
-    os << lagType << ", ";
-    os << mapId << ", ";
-    os << x << ", ";
-    os << y << ", ";
-    os << z << ");";
-
-    CharacterDatabase.Execute(os.str().c_str());
+    PreparedStatement* stmt = CharacterDatabase.GetPreparedStatement(CHAR_ADD_LAG_REPORT);
+    stmt->setUInt32(0, GUID_LOPART(GetPlayer()->GetGUID()));
+    stmt->setUInt8 (1, lagType);
+    stmt->setUInt16(2, mapId);
+    stmt->setFloat (3, x);
+    stmt->setFloat (4, y);
+    stmt->setFloat (5, z);
+    CharacterDatabase.Execute(stmt);
 }
 
 void WorldSession::HandleGMResponseResolve(WorldPacket& /*recvPacket*/)
 {
     // empty packet
-    GM_Ticket* ticket = sTicketMgr->GetGMTicketByPlayer(GetPlayer()->GetGUID());
-
-    if (ticket)
+    if (GmTicket* ticket = sTicketMgr->GetTicketByPlayer(GetPlayer()->GetGUID()))
     {
         uint8 getSurvey = 0;
-        if ((float)rand_chance() < sWorld->getFloatConfig(CONFIG_CHANCE_OF_GM_SURVEY))
+        if (float(rand_chance()) < sWorld->getFloatConfig(CONFIG_CHANCE_OF_GM_SURVEY))
             getSurvey = 1;
 
         WorldPacket data(SMSG_GMRESPONSE_STATUS_UPDATE, 4);
@@ -312,7 +195,8 @@ void WorldSession::HandleGMResponseResolve(WorldPacket& /*recvPacket*/)
         WorldPacket data2(SMSG_GMTICKET_DELETETICKET, 4);
         data2 << uint32(GMTICKET_RESPONSE_TICKET_DELETED);
         SendPacket(&data2);
-        sTicketMgr->RemoveGMTicket(ticket, GetPlayer()->GetGUID(), true);
-        SendGMTicketGetTicket(GMTICKET_STATUS_DEFAULT, NULL);
+
+        sTicketMgr->CloseTicket(ticket->GetId(), GetPlayer()->GetGUID());
+        sTicketMgr->SendTicket(this, NULL);
     }
 }
diff --git a/src/server/game/Server/WorldSession.h b/src/server/game/Server/WorldSession.h
index 82e8aa20919..9cf9f4f3d37 100755
--- a/src/server/game/Server/WorldSession.h
+++ b/src/server/game/Server/WorldSession.h
@@ -47,7 +47,6 @@ class LoginQueryHolder;
 class CharacterHandler;
 class SpellCastTargets;
 struct AreaTableEntry;
-struct GM_Ticket;
 struct LfgJoinResultData;
 struct LfgLockStatus;
 struct LfgPlayerBoot;
@@ -425,8 +424,6 @@ class WorldSession
         void HandleGMTicketDeleteOpcode(WorldPacket& recvPacket);
         void HandleGMTicketGetTicketOpcode(WorldPacket& recvPacket);
         void HandleGMTicketSystemStatusOpcode(WorldPacket& recvPacket);
-        void SendGMTicketGetTicket(uint32 status, char const* text, GM_Ticket *ticket = NULL);
-        void SendGMTicketResponse(GM_Ticket *ticket);
         void HandleGMSurveySubmit(WorldPacket& recvPacket);
         void HandleReportLag(WorldPacket& recvPacket);
         void HandleGMResponseResolve(WorldPacket& recvPacket);
diff --git a/src/server/game/Tickets/TicketMgr.cpp b/src/server/game/Tickets/TicketMgr.cpp
index 9452c920c3e..ecd9f7c6caf 100755
--- a/src/server/game/Tickets/TicketMgr.cpp
+++ b/src/server/game/Tickets/TicketMgr.cpp
@@ -24,35 +24,194 @@
 #include "WorldPacket.h"
 #include "WorldSession.h"
 
-TicketMgr::TicketMgr()
+inline float GetAge(uint64 t) { return float(time(NULL) - t) / DAY; }
+
+///////////////////////////////////////////////////////////////////////////////////////////////////
+// GM ticket
+GmTicket::GmTicket() { }
+
+GmTicket::GmTicket(Player* player, WorldPacket& recv_data) : _createTime(time(NULL)), _lastModifiedTime(time(NULL)), _closedBy(0), _assignedTo(0), _completed(false), _escalatedStatus(TICKET_UNASSIGNED)
 {
-    m_GMticketid = 0; // this is initialized in LoadGMTickets() but it's best to be safe
-    m_GMSurveyID = 0;
-    m_openTickets = 0;
-    lastChange = time(NULL);
-    status = true;
+    _id = sTicketMgr->GenerateTicketId();
+    _playerName = player->GetName();
+    _playerGuid = player->GetGUID();
+
+    uint32 mapId;
+    recv_data >> mapId;
+    _mapId = mapId;
+
+    recv_data >> _posX;
+    recv_data >> _posY;
+    recv_data >> _posZ;
+    recv_data >> _message;
+
+    uint32 unk1;
+    recv_data >> unk1;          // not sure what this is... replyTo?
+    uint8 needResponse;
+    recv_data >> needResponse;  // always 1/0 -- not sure what retail does with this
 }
 
-uint64 TicketMgr::GenerateGMTicketId()
+GmTicket::~GmTicket() { }
+
+bool GmTicket::LoadFromDB(Field* fields)
 {
-    return ++m_GMticketid;
+    uint8 index = 0;
+    _id                 = fields[  index].GetUInt32();
+    _playerGuid         = MAKE_NEW_GUID(fields[++index].GetUInt32(), 0, HIGHGUID_PLAYER);
+    _playerName         = fields[++index].GetString();
+    _message            = fields[++index].GetString();
+    _createTime         = fields[++index].GetUInt32();
+    _mapId              = fields[++index].GetUInt16();
+    _posX               = fields[++index].GetFloat();
+    _posY               = fields[++index].GetFloat();
+    _posZ               = fields[++index].GetFloat();
+    _lastModifiedTime   = fields[++index].GetUInt32();
+    _closedBy           = fields[++index].GetInt32();
+    _assignedTo         = MAKE_NEW_GUID(fields[++index].GetUInt32(), 0, HIGHGUID_PLAYER);
+    _comment            = fields[++index].GetString();
+    _completed          = fields[++index].GetBool();
+    _escalatedStatus    = GMTicketEscalationStatus(fields[++index].GetUInt8());
+    _viewed             = fields[++index].GetBool();
+    return true;
 }
 
-void TicketMgr::LoadGMTickets()
+void GmTicket::SaveToDB(SQLTransaction& trans) const
 {
-    uint32 oldMSTime = getMSTime();
+    uint8 index = 0;
+    PreparedStatement* stmt = CharacterDatabase.GetPreparedStatement(CHAR_ADD_GM_TICKET);
+    stmt->setUInt32(  index, _id);
+    stmt->setUInt32(++index, GUID_LOPART(_playerGuid));
+    stmt->setString(++index, _playerName);
+    stmt->setString(++index, _message);
+    stmt->setUInt32(++index, uint32(_createTime));
+    stmt->setUInt16(++index, _mapId);
+    stmt->setFloat (++index, _posX);
+    stmt->setFloat (++index, _posY);
+    stmt->setFloat (++index, _posZ);
+    stmt->setUInt32(++index, uint32(_lastModifiedTime));
+    stmt->setInt32 (++index, GUID_LOPART(_closedBy));
+    stmt->setUInt32(++index, GUID_LOPART(_assignedTo));
+    stmt->setString(++index, _comment);
+    stmt->setBool  (++index, _completed);
+    stmt->setUInt8 (++index, uint8(_escalatedStatus));
+    stmt->setBool  (++index, _viewed);
+
+    CharacterDatabase.ExecuteOrAppend(trans, stmt);
+}
+
+void GmTicket::DeleteFromDB(SQLTransaction& trans)
+{
+    PreparedStatement* stmt = CharacterDatabase.GetPreparedStatement(CHAR_DEL_GM_TICKET);
+    stmt->setUInt32(0, _id);
+    CharacterDatabase.Execute(stmt);
+}
+
+void GmTicket::WritePacket(WorldPacket& data) const
+{
+    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
+}
+
+void GmTicket::SendResponse(WorldSession* session) const
+{
+    WorldPacket data(SMSG_GMRESPONSE_RECEIVED);
+    data << uint32(1); // unk? Zor says "hasActiveTicket"
+    data << uint32(0); // can-edit - always 1 or 0, not flags
+    data << _message.c_str();
+    data << _response.c_str();
+    // 3 null strings
+    data << uint8(0);
+    data << uint8(0);
+    data << uint8(0);
+    session->SendPacket(&data);
+}
+
+std::string GmTicket::FormatMessageString(ChatHandler& handler, bool detailed) const
+{
+    time_t curTime = time(NULL);
+
+    std::stringstream ss;
+    ss << handler.PGetParseString(LANG_COMMAND_TICKETLISTGUID, _id);
+    ss << handler.PGetParseString(LANG_COMMAND_TICKETLISTNAME, _playerName.c_str());
+    ss << handler.PGetParseString(LANG_COMMAND_TICKETLISTAGECREATE, (secsToTimeString(curTime - _createTime, true, false)).c_str());
+    ss << handler.PGetParseString(LANG_COMMAND_TICKETLISTAGE, (secsToTimeString(curTime - _lastModifiedTime, true, false)).c_str());
+
+    std::string name;
+    if (sObjectMgr->GetPlayerNameByGUID(_assignedTo, name))
+        ss << handler.PGetParseString(LANG_COMMAND_TICKETLISTASSIGNEDTO, name.c_str());
+
+    if (detailed)
+    {
+        ss << handler.PGetParseString(LANG_COMMAND_TICKETLISTMESSAGE, _message.c_str());
+        if (!_comment.empty())
+            ss << handler.PGetParseString(LANG_COMMAND_TICKETLISTCOMMENT, _comment.c_str());
+    }
+    return ss.str();
+}
+
+std::string GmTicket::FormatMessageString(ChatHandler& handler, const char* szClosedName, const char* szAssignedToName, const char* szUnassignedName, const char* szDeletedName) const
+{
+    std::stringstream ss;
+    ss << handler.PGetParseString(LANG_COMMAND_TICKETLISTGUID, _id);
+    ss << handler.PGetParseString(LANG_COMMAND_TICKETLISTNAME, _playerName.c_str());
+    if (szClosedName)
+        ss << handler.PGetParseString(LANG_COMMAND_TICKETCLOSED, szClosedName);
+    if (szAssignedToName)
+        ss << handler.PGetParseString(LANG_COMMAND_TICKETLISTASSIGNEDTO, szAssignedToName);
+    if (szUnassignedName)
+        ss << handler.PGetParseString(LANG_COMMAND_TICKETLISTUNASSIGNED, szUnassignedName);
+    if (szDeletedName)
+        ss << handler.PGetParseString(LANG_COMMAND_TICKETDELETED, szDeletedName);
+    return ss.str();
+}
+
+void GmTicket::SetUnassigned()
+{
+    _assignedTo = 0;
+    switch (_escalatedStatus)
+    {
+        case TICKET_ASSIGNED: _escalatedStatus = TICKET_UNASSIGNED; break;
+        case TICKET_ESCALATED_ASSIGNED: _escalatedStatus = TICKET_IN_ESCALATION_QUEUE; break;
+        case TICKET_UNASSIGNED:
+        case TICKET_IN_ESCALATION_QUEUE:
+        default:
+            break;
+    }
+}
 
-    if (!m_GMTicketList.empty())
-        for (GmTicketList::const_iterator itr = m_GMTicketList.begin(); itr != m_GMTicketList.end(); ++itr)
-            delete *itr;
+void GmTicket::TeleportTo(Player* player) const
+{
+    player->TeleportTo(_mapId, _posX, _posY, _posZ, 1, 0);
+}
 
-    m_GMTicketList.clear();
-    m_GMticketid = 0;
-    m_openTickets = 0;
+///////////////////////////////////////////////////////////////////////////////////////////////////
+// Ticket manager
+TicketMgr::TicketMgr() : _lastTicketId(0), _lastSurveyId(0), _openTicketCount(0), _lastChange(time(NULL)), _status(true) { }
 
-    QueryResult result = CharacterDatabase.Query("SELECT guid, playerGuid, name, message, createtime, map, posX, posY, posZ, timestamp, closed,"
-                                                 "assignedto, comment, completed, escalated, viewed FROM gm_tickets");
+void TicketMgr::LoadTickets()
+{
+    uint32 oldMSTime = getMSTime();
+
+    if (!_ticketList.empty())
+        for (GmTicketList::const_iterator itr = _ticketList.begin(); itr != _ticketList.end(); ++itr)
+            if (itr->second)
+                delete itr->second;
+    _ticketList.clear();
 
+    _lastTicketId = 0;
+    _openTicketCount = 0;
+
+    PreparedStatement* stmt = CharacterDatabase.GetPreparedStatement(CHAR_LOAD_GM_TICKETS);
+    PreparedQueryResult result = CharacterDatabase.Query(stmt);
     if (!result)
     {
         sLog->outString(">> Loaded 0 GM tickets. DB table `gm_tickets` is empty!");
@@ -61,131 +220,130 @@ void TicketMgr::LoadGMTickets()
     }
 
     uint32 count = 0;
-
     do
     {
-        Field *fields = result->Fetch();
-        GM_Ticket *ticket = new GM_Ticket;
-        ticket->guid = fields[0].GetUInt32();
-        ticket->playerGuid = fields[1].GetUInt32();
-        ticket->name = fields[2].GetString();
-        ticket->message = fields[3].GetString();
-        ticket->createtime = fields[4].GetUInt32();
-        ticket->map = fields[5].GetUInt32();
-        ticket->pos_x = fields[6].GetFloat();
-        ticket->pos_y = fields[7].GetFloat();
-        ticket->pos_z = fields[8].GetFloat();
-        ticket->timestamp = fields[9].GetUInt32();
-        ticket->closed = fields[10].GetInt32();
-        if (ticket->closed == 0)
-            m_openTickets++;
-
-        ticket->assignedToGM = fields[11].GetUInt64();
-        ticket->comment = fields[12].GetString();
-        ticket->completed = fields[13].GetBool();
-        ticket->escalated = fields[14].GetUInt8();
-        ticket->viewed = fields[15].GetBool();
-        ++count;
-
-        m_GMTicketList.push_back(ticket);
-    } while (result->NextRow());
+        Field* fields = result->Fetch();
+        GmTicket* ticket = new GmTicket();
+        if (!ticket->LoadFromDB(fields))
+        {
+            delete ticket;
+            continue;
+        }
+        if (!ticket->IsClosed())
+            ++_openTicketCount;
 
-    result = CharacterDatabase.Query("SELECT MAX(guid) from gm_tickets");
+        // Update max ticket id if necessary
+        uint32 id = ticket->GetId();
+        if (_lastTicketId < id)
+            _lastTicketId = id;
 
-    if (result)
-    {
-        Field *fields = result->Fetch();
-        m_GMticketid = fields[0].GetUInt64();
-    }
+        _ticketList[id] = ticket;
+        ++count;
+    } while (result->NextRow());
 
     sLog->outString(">> Loaded %u GM tickets in %u ms", count, GetMSTimeDiffToNow(oldMSTime));
     sLog->outString();
 }
 
-void TicketMgr::LoadGMSurveys()
+void TicketMgr::LoadSurveys()
 {
-    uint32 oldMSTime = getMSTime();
-
     // we don't actually load anything into memory here as there's no reason to
-    QueryResult result = CharacterDatabase.Query("SELECT MAX(surveyid) FROM gm_surveys");
-    if (result)
-    {
-        Field *fields = result->Fetch();
-        m_GMSurveyID = fields[0].GetUInt32();
-    }
-    else
-        m_GMSurveyID = 0;
+    _lastSurveyId = 0;
+
+    uint32 oldMSTime = getMSTime();
+    if (QueryResult result = CharacterDatabase.Query("SELECT MAX(surveyId) FROM gm_surveys"))
+        _lastSurveyId = (*result)[0].GetUInt32();
 
     sLog->outString(">> Loaded GM Survey count from database in %u ms", GetMSTimeDiffToNow(oldMSTime));
     sLog->outString();
 }
 
-void TicketMgr::AddOrUpdateGMTicket(GM_Ticket &ticket, bool create)
+void TicketMgr::AddTicket(GmTicket* ticket)
 {
-    if (create)
+    _ticketList[ticket->GetId()] = ticket;
+    if (!ticket->IsClosed())
+        ++_openTicketCount;
+}
+
+void TicketMgr::CloseTicket(uint32 ticketId, int64 source)
+{
+    if (GmTicket* ticket = GetTicket(ticketId))
     {
-        m_GMTicketList.push_back(&ticket);
-        if (ticket.closed == 0)
-            m_openTickets++;
+        SQLTransaction trans = SQLTransaction(NULL);
+        ticket->SetClosedBy(source);
+        if (source)
+            --_openTicketCount;
+        ticket->SaveToDB(trans);
     }
+}
 
-    _AddOrUpdateGMTicket(ticket);
-}
-
-void TicketMgr::_AddOrUpdateGMTicket(GM_Ticket &ticket)
-{
-    std::string msg(ticket.message), name(ticket.name), comment(ticket.comment);
-    CharacterDatabase.escape_string(msg);
-    CharacterDatabase.escape_string(name);
-    CharacterDatabase.escape_string(comment);
-    std::ostringstream ss;
-    ss << "REPLACE INTO gm_tickets (guid, playerGuid, name, message, createtime, map, posX, posY, posZ, timestamp, closed, assignedto, comment, completed, escalated, viewed) VALUES (";
-    ss << ticket.guid << ", ";
-    ss << ticket.playerGuid << ", '";
-    ss << name << "', '";
-    ss << msg << "', " ;
-    ss << ticket.createtime << ", ";
-    ss << ticket.map << ", ";
-    ss << ticket.pos_x << ", ";
-    ss << ticket.pos_y << ", ";
-    ss << ticket.pos_z << ", ";
-    ss << ticket.timestamp << ", ";
-    ss << ticket.closed << ", ";
-    ss << ticket.assignedToGM << ", '";
-    ss << comment << "', ";
-    ss << (ticket.completed ? 1 : 0) << ", ";
-    ss << uint32(ticket.escalated) << ", ";
-    ss << (ticket.viewed ? 1 : 0) << ");";
-
-    SQLTransaction trans = CharacterDatabase.BeginTransaction();
-    trans->Append(ss.str().c_str());
-    CharacterDatabase.CommitTransaction(trans);
-}
-
-void TicketMgr::RemoveGMTicket(GM_Ticket *ticket, int64 source, bool permanently)
-{
-    for (GmTicketList::iterator i = m_GMTicketList.begin(); i != m_GMTicketList.end(); ++i)
-        if ((*i)->guid == ticket->guid)
-        {
-            if (permanently)
-            {
-                CharacterDatabase.PExecute("DELETE FROM gm_tickets WHERE guid = '%u'", ticket->guid);
-                i = m_GMTicketList.erase(i);
-                ticket = NULL;
-                return;
-            }
-            (*i)->closed = source;
-
-            if (source != 0)
-                m_openTickets--;
-
-            _AddOrUpdateGMTicket(*(*i));
-        }
+void TicketMgr::RemoveTicket(uint32 ticketId)
+{
+    if (GmTicket* ticket = GetTicket(ticketId))
+    {
+        SQLTransaction trans = SQLTransaction(NULL);
+        ticket->DeleteFromDB(trans);
+        _ticketList.erase(ticketId);
+    }
+}
+
+void TicketMgr::ShowList(ChatHandler& handler, bool onlineOnly) const
+{
+    handler.SendSysMessage(onlineOnly ? LANG_COMMAND_TICKETSHOWONLINELIST : LANG_COMMAND_TICKETSHOWLIST);
+    for (GmTicketList::const_iterator itr = _ticketList.begin(); itr != _ticketList.end(); ++itr)
+        if (!itr->second->IsClosed() && !itr->second->IsCompleted())
+            if (!onlineOnly || itr->second->GetPlayer())
+                handler.SendSysMessage(itr->second->FormatMessageString(handler).c_str());
 }
 
-void TicketMgr::RemoveGMTicket(uint64 ticketGuid, int64 source, bool permanently)
+void TicketMgr::ShowClosedList(ChatHandler& handler) const
 {
-    GM_Ticket *ticket = GetGMTicket(ticketGuid);
-    ASSERT(ticket); // hmm
-    RemoveGMTicket(ticket, source, permanently);
+    handler.SendSysMessage(LANG_COMMAND_TICKETSHOWCLOSEDLIST);
+    for (GmTicketList::const_iterator itr = _ticketList.begin(); itr != _ticketList.end(); ++itr)
+        if (itr->second->IsClosed())
+            handler.SendSysMessage(itr->second->FormatMessageString(handler).c_str());
+}
+
+void TicketMgr::ShowEscalatedList(ChatHandler& handler) const
+{
+    handler.SendSysMessage(LANG_COMMAND_TICKETSHOWESCALATEDLIST);
+    for (GmTicketList::const_iterator itr = _ticketList.begin(); itr != _ticketList.end(); ++itr)
+        if (!itr->second->IsClosed() && itr->second->GetEscalatedStatus() == TICKET_IN_ESCALATION_QUEUE)
+            handler.SendSysMessage(itr->second->FormatMessageString(handler).c_str());
+}
+
+void TicketMgr::SendTicket(WorldSession* session, GmTicket* ticket) const
+{
+    uint32 status = GMTICKET_STATUS_DEFAULT;
+    std::string message;
+    if (ticket)
+    {
+        message = ticket->GetMessage();
+        status = GMTICKET_STATUS_HASTEXT;
+    }
+
+    WorldPacket data(SMSG_GMTICKET_GETTICKET, (4 + 4 + (ticket ? message.length() + 1 + 4 + 4 + 4 + 1 + 1 : 0)));
+    data << uint32(status);         // standard 0x0A, 0x06 if text present
+    data << uint32(1);              // g_HasActiveGMTicket -- not a flag
+
+    if (ticket)
+    {
+        data << message.c_str();    // ticket text
+        data << uint8(0x7);         // ticket category; why is this hardcoded? does it make a diff re: client?
+
+        // we've got the easy stuff done by now.
+        // Now we need to go through the client logic for displaying various levels of ticket load
+        if (ticket)
+            ticket->WritePacket(data);
+        else
+        {
+            // we can't actually get any numbers here...
+            data << float(0);
+            data << float(0);
+            data << float(1);
+            data << uint8(0);
+            data << uint8(0);
+        }
+    }
+    session->SendPacket(&data);
 }
diff --git a/src/server/game/Tickets/TicketMgr.h b/src/server/game/Tickets/TicketMgr.h
index 69bfcd86844..9f222727510 100755
--- a/src/server/game/Tickets/TicketMgr.h
+++ b/src/server/game/Tickets/TicketMgr.h
@@ -24,6 +24,7 @@
 #include "DatabaseEnv.h"
 #include "SQLStorage.h"
 #include "SQLStorageImpl.h"
+#include "Chat.h"
 #include "World.h"
 
 // from blizzard lua
@@ -76,27 +77,89 @@ enum LagReportType
     LAG_REPORT_TYPE_SPELL = 6
 };
 
-struct GM_Ticket
+class GmTicket
 {
-    uint64 guid;
-    uint64 playerGuid;
-    std::string name;
-    float pos_x;
-    float pos_y;
-    float pos_z;
-    uint32 map;
-    std::string message;
-    uint64 createtime;
-    uint64 timestamp;
-    int64 closed; // 0 = Open, -1 = Console, playerGuid = player abandoned ticket, other = GM who closed it.
-    uint64 assignedToGM;
-    std::string comment;
-    bool completed;
-    uint8 escalated;
-    bool viewed;
-    std::string response;
+public:
+    GmTicket();
+    explicit GmTicket(Player* player, WorldPacket& recv_data);
+    ~GmTicket();
+
+    bool IsClosed() const { return _closedBy; }
+    bool IsCompleted() const { return _completed; }
+    bool IsFromPlayer(const uint64& guid) { return guid == _playerGuid; }
+    bool IsAssigned() const { return _assignedTo != 0; }
+    bool IsAssignedTo(const uint64& guid) const { return guid == _assignedTo; }
+    bool IsAssignedNotTo(const uint64& guid) const { return IsAssigned() && !IsAssignedTo(guid); }
+
+    uint32 GetId() const { return _id; }
+    Player* GetPlayer() const { return sObjectMgr->GetPlayer(_playerGuid); }
+    std::string GetPlayerName() const { return _playerName; }
+    std::string GetMessage() const { return _message; }
+    Player* GetAssignedPlayer() const { return sObjectMgr->GetPlayer(_assignedTo); }
+    const uint64& GetAssignedToGUID() const { return _assignedTo; }
+    const char* GetAssignedToName() const
+    {
+        std::string name;
+        if (_assignedTo)
+            if (sObjectMgr->GetPlayerNameByGUID(_assignedTo, name))
+                return name.c_str();
+        return NULL;
+    }
+    const uint64& GetLastModifiedTime() const { return _lastModifiedTime; }
+    GMTicketEscalationStatus GetEscalatedStatus() const { return _escalatedStatus; }
+
+    void SetEscalatedStatus(GMTicketEscalationStatus escalatedStatus) { _escalatedStatus = escalatedStatus; }
+    void SetAssignedTo(const uint64& guid, bool isAdmin)
+    {
+        _assignedTo = guid;
+        if (isAdmin && _escalatedStatus == TICKET_IN_ESCALATION_QUEUE)
+            _escalatedStatus = TICKET_ESCALATED_ASSIGNED;
+        else if (_escalatedStatus == TICKET_UNASSIGNED)
+            _escalatedStatus = TICKET_ASSIGNED;
+    }
+    void SetClosedBy(const int64& value) { _closedBy = value; }
+    void SetMessage(const std::string& message)
+    {
+        _message = message;
+        _lastModifiedTime = uint64(time(NULL));
+    }
+    void SetComment(const std::string& comment) { _comment = comment; }
+    void SetViewed() { _viewed = true; }
+    void SetUnassigned();
+
+    void AppendResponse(const std::string& response) { _response += response; }
+
+    bool LoadFromDB(Field* fields);
+    void SaveToDB(SQLTransaction& trans) const;
+    void DeleteFromDB(SQLTransaction& trans);
+
+    void WritePacket(WorldPacket& data) const;
+    void SendResponse(WorldSession* session) const;
+
+    void TeleportTo(Player* player) const;
+    std::string FormatMessageString(ChatHandler& handler, bool detailed = false) const;
+    std::string FormatMessageString(ChatHandler& handler, const char* szClosedName, const char* szAssignedToName, const char* szUnassignedName, const char* szDeletedName) const;
+
+private:
+    uint32 _id;
+    uint64 _playerGuid;
+    std::string _playerName;
+    float _posX;
+    float _posY;
+    float _posZ;
+    uint16 _mapId;
+    std::string _message;
+    uint64 _createTime;
+    uint64 _lastModifiedTime;
+    int64 _closedBy; // 0 = Open, -1 = Console, playerGuid = player abandoned ticket, other = GM who closed it.
+    uint64 _assignedTo;
+    std::string _comment;
+    bool _completed;
+    GMTicketEscalationStatus _escalatedStatus;
+    bool _viewed;
+    std::string _response;
 };
-typedef std::list<GM_Ticket*> GmTicketList;
+typedef std::map<uint32, GmTicket*> GmTicketList;
 
 class TicketMgr
 {
@@ -104,63 +167,68 @@ class TicketMgr
     friend class ACE_Singleton<TicketMgr, ACE_Null_Mutex>;
 
 public:
-    void LoadGMTickets();
-    void LoadGMSurveys();
+    void LoadTickets();
+    void LoadSurveys();
 
-    GM_Ticket *GetGMTicket(uint64 ticketGuid)
+    GmTicket* GetTicket(uint32 ticketId)
     {
-        for (GmTicketList::const_iterator i = m_GMTicketList.begin(); i != m_GMTicketList.end(); ++i)
-            if ((*i) && (*i)->guid == ticketGuid)
-                return (*i);
+        GmTicketList::iterator itr = _ticketList.find(ticketId);
+        if (itr != _ticketList.end())
+            return itr->second;
 
         return NULL;
     }
 
-    GM_Ticket *GetGMTicketByPlayer(uint64 playerGuid)
+    GmTicket* GetTicketByPlayer(const uint64& playerGuid)
     {
-        for (GmTicketList::const_iterator i = m_GMTicketList.begin(); i != m_GMTicketList.end(); ++i)
-            if ((*i) && (*i)->playerGuid == playerGuid && (*i)->closed == 0)
-                return (*i);
+        for (GmTicketList::const_iterator itr = _ticketList.begin(); itr != _ticketList.end(); ++itr)
+            if (itr->second && itr->second->IsFromPlayer(playerGuid) && !itr->second->IsClosed())
+                return itr->second;
 
         return NULL;
     }
 
-    void AddOrUpdateGMTicket(GM_Ticket &ticket, bool create = false);
-    void _AddOrUpdateGMTicket(GM_Ticket &ticket);
-    void RemoveGMTicket(uint64 ticketGuid, int64 source = -1, bool permanently = false);
-    void RemoveGMTicket(GM_Ticket *ticket, int64 source = -1, bool permanently = false);
-    uint64 GenerateGMTicketId();
-    bool GetStatus() const { return status; }
-    void SetStatus(bool newStatus) { status = newStatus; }
-    uint64 GetOpenTicketCount() const { return m_openTickets; }
-    uint64 GetNextSurveyID() { return ++m_GMSurveyID; }
-
-    void Initialize()
+    GmTicket* GetOldestOpenTicket()
     {
-        SetStatus(sWorld->getBoolConfig(CONFIG_ALLOW_TICKETS));
-    }
-
-    GM_Ticket *GetOldestOpenGMTicket()
-    {
-        for (GmTicketList::const_iterator i = m_GMTicketList.begin(); i != m_GMTicketList.end(); ++i)
-            if ((*i) && (*i)->closed == 0 && !(*i)->completed)
-                return (*i);
+        for (GmTicketList::const_iterator itr = _ticketList.begin(); itr != _ticketList.end(); ++itr)
+            if (itr->second && !itr->second->IsClosed() && !itr->second->IsCompleted())
+                return itr->second;
 
         return NULL;
     }
 
-    time_t GetLastChange() const { return lastChange; }
-    void UpdateLastChange() { lastChange = time(NULL); }
+    void AddTicket(GmTicket* ticket);
+    void CloseTicket(uint32 ticketId, int64 source = -1);
+    void RemoveTicket(uint32 ticketId);
+
+    bool GetStatus() const { return _status; }
+    void SetStatus(bool status) { _status = status; }
+
+    uint64 GetLastChange() const { return _lastChange; }
+    void UpdateLastChange() { _lastChange = uint64(time(NULL)); }
+
+    uint32 GenerateTicketId() { return ++_lastTicketId; }
+    uint32 GetOpenTicketCount() const { return _openTicketCount; }
+    uint32 GetNextSurveyID() { return ++_lastSurveyId; }
 
-    GmTicketList m_GMTicketList;
+    void Initialize() { SetStatus(sWorld->getBoolConfig(CONFIG_ALLOW_TICKETS)); }
+
+    void ShowList(ChatHandler& handler, bool onlineOnly) const;
+    void ShowClosedList(ChatHandler& handler) const;
+    void ShowEscalatedList(ChatHandler& handler) const;
+
+    void SendTicket(WorldSession* session, GmTicket* ticket) const;
 
 protected:
-    uint64 m_GMticketid;
-    uint64 m_GMSurveyID;
-    bool status;
-    uint64 m_openTickets;
-    uint32 m_gmCount;
-    time_t lastChange;
+    void _RemoveTicket(uint32 ticketId, int64 source = -1, bool permanently = false);
+
+    GmTicketList _ticketList;
+
+    bool   _status;
+    uint32 _lastTicketId;
+    uint32 _lastSurveyId;
+    uint32 _openTicketCount;
+    uint64 _lastChange;
 };
 
 #define sTicketMgr ACE_Singleton<TicketMgr, ACE_Null_Mutex>::instance()
diff --git a/src/server/game/World/World.cpp b/src/server/game/World/World.cpp
index f0e10b8bd74..c5a9b63b423 100755
--- a/src/server/game/World/World.cpp
+++ b/src/server/game/World/World.cpp
@@ -1567,10 +1567,10 @@ void World::SetInitialWorldSettings()
     sObjectMgr->LoadFactionChangeReputations();
 
     sLog->outString("Loading GM tickets...");
-    sTicketMgr->LoadGMTickets();
+    sTicketMgr->LoadTickets();
 
     sLog->outString("Loading GM surveys...");
-    sTicketMgr->LoadGMSurveys();
+    sTicketMgr->LoadSurveys();
 
     sLog->outString("Loading client addons...");
     sAddonMgr->LoadFromDB();