Notification tap should open the ticket and jump to the referenced comment or email

[gajjug004]

Tapping a notification in the notification drawer should open the ticket and scroll to the exact item the notification is about, not just dump the user at the top of the ticket.

Current behaviour

Tapping a notification either does nothing useful or opens a generic screen. The user then has to find the ticket, open it, and scroll through the whole conversation to find the new comment or email that triggered the notification.

Expected behaviour

1. Tap notification -> ticket detail screen for that ticket opens directly.
2. The activity/conversation list scrolls to the referenced item (the new comment, or the new email reply).
3. That item is briefly highlighted so it is obvious what is new.
4. Back from the ticket returns to wherever the user was, or to the ticket list if the app was cold-started from the notification.

Notes

• Notification payload needs to carry both the ticket name and the target item (comment name / communication name) plus its type, so the detail screen can resolve the scroll position.
• Handle both cases: app in background (existing task) and app cold start from a killed state.
• If the referenced item cannot be found (deleted, or not in the first page of activity), fall back to opening the ticket at the latest activity instead of failing.

[gajjug004]

Reproduced on device (vivo I2301, Android, com.example.helpdeskanalytics 1.0-debug, app in background).

Steps

1. Pull down the notification shade. Four Helpdesk Analytics notifications are queued on channel helpdesk_tickets_v2.
2. Expand the group and tap New comment #78062.

Shade, expanded:

Result

App comes to the foreground on the Dashboard tab. Not ticket 78062, not the comment.

Root cause

The notification's contentIntent is a plain launcher startActivity into MainActivity with no data URI. From dumpsys notification --noredact:

NotificationRecord(pkg=com.example.helpdeskanalytics tag=FCM-Notification:180888444
  channel=helpdesk_tickets_v2 ... )
    contentIntent=PendingIntent{25a022b: PendingIntentRecord{fcedaac com.example.helpdeskanalytics startActivity}}
    android.title=String (New comment #78062)

The deep link it should be using already works. The manifest registers helpdesk:// on MainActivity (VIEW + DEFAULT + BROWSABLE), and firing it by hand lands straight on the ticket:

adb shell am start -a android.intent.action.VIEW -d "helpdesk://ticket/78062"

So the fix is mostly wiring: build the contentIntent from the existing helpdesk://ticket/<id> deep link instead of a bare launcher intent, using the ticket id the FCM payload already carries (it is in the notification title as #78062).

Still to add on top of that

The ticket screen has separate Replies (2) and Comments (4) sections. Landing on the ticket is only half of it. The link needs to carry the target item so the screen opens the right section and scrolls to the new comment or email, with a brief highlight.

Not verified

Cold start from a killed process. Force-stopping the app cancels its posted notifications on this device, so that path could not be exercised in the same session. Worth covering when the fix is written.