feat: Implement letter service with CRUD operations and message handling

- Added letter service to manage letters, including listing, creating, and editing letters and messages.
- Implemented functionality for sending and receiving messages within letters.
- Introduced pagination for letter listings and message retrieval.
- Added attachment upload capabilities for letters.
- Created detailed responses for letter and message retrieval.

feat: Introduce stats service for user statistics

- Added a service to retrieve user statistics, including newest and online citizens.

feat: Create ticket service for user support tickets

- Implemented ticket management service with functionalities to create, reply, and update tickets.
- Added support for ticket categories and their management.

feat: Add verification service for user account verification

- Implemented functionality to send verification emails for account activation.

feat: Develop warning service for user warnings

- Added service to issue warnings to users, deactivate warnings, and list user warnings.

feat: Create email templates for account status notifications

- Added HTML templates for account ban and disable notifications.

feat: Define request and response types for account, ticket, letter, and warning services

- Created structured request and response types for various services to ensure consistent data handling.

feat: Implement utility functions for authentication and sanitization

- Added functions for validating user hierarchy and sanitizing HTML input.
- Implemented token generation and hashing utilities for secure operations.

82 files changed, 3596 insertions, 653 deletions

diff --git a/shrine/config/env.go b/shrine/config/env.go
index e711493..8057e7a 100644
--- a/shrine/config/env.go
+++ b/shrine/config/env.go
@@ -26,10 +26,12 @@ type smtp struct {
 }
 
 type storage struct {
-	Endpoint  string `env:"MINIO_ENDPOINT" default:"localhost:9000"`
-	AccessKey string `env:"MINIO_ACCESS_KEY" default:""`
-	SecretKey string `env:"MINIO_SECRET_KEY" default:""`
-	Bucket    string `env:"MINIO_BUCKET" default:"pagoda"`
-	UseSSL    bool   `env:"MINIO_USE_SSL" default:"false"`
-	CDN       string `env:"CDN_URL" default:""`
+	Endpoint       string `env:"MINIO_ENDPOINT" default:"localhost:9000"`
+	AccessKey      string `env:"MINIO_ACCESS_KEY" default:""`
+	SecretKey      string `env:"MINIO_SECRET_KEY" default:""`
+	Bucket         string `env:"MINIO_BUCKET" default:"pagoda"`
+	UseSSL         bool   `env:"MINIO_USE_SSL" default:"false"`
+	CDN            string `env:"CDN_URL" default:""`
+	MaxFileSize    int64  `env:"MAX_FILE_SIZE" default:"33554432"`
+	MaxAttachments int    `env:"MAX_ATTACHMENTS" default:"8"`
 }
diff --git a/shrine/controllers/audit.go b/shrine/controllers/audit.go
new file mode 100644
index 0000000..ecc23dc
--- /dev/null
+++ b/shrine/controllers/audit.go
@@ -0,0 +1,29 @@
+package controllers
+
+import (
+	"shrine/services"
+	"shrine/utils/meta"
+	"shrine/utils/shortcuts"
+
+	"github.com/gofiber/fiber/v2"
+)
+
+func ListAuditLogsController(context *fiber.Ctx) error {
+	pagination := meta.Paginate(context)
+	action, _ := meta.Request(context).Query("action")
+	targetType, _ := meta.Request(context).Query("target_type")
+
+	items, total := services.ListAuditLogs(pagination, action, targetType)
+	return shortcuts.Success(context, pagination.Response(items, total))
+}
+
+func GetAuditLogController(context *fiber.Ctx) error {
+	ref := meta.Request(context).MustHave().Param("ref")
+
+	result, serviceErr := services.GetAuditLog(ref)
+	if serviceErr != nil {
+		return shortcuts.HandleError(context, serviceErr)
+	}
+
+	return shortcuts.Success(context, result)
+}
\ No newline at end of file
diff --git a/shrine/controllers/auth.go b/shrine/controllers/auth.go
index ff81ebe..8d27f3b 100644
--- a/shrine/controllers/auth.go
+++ b/shrine/controllers/auth.go
@@ -1,187 +1,95 @@
 package controllers
 
 import (
-	"errors"
-	"shrine/enums"
-	"strings"
-	"shrine/models"
-	"shrine/repositories"
-	"shrine/types"
+	"shrine/services"
+	"shrine/types/account"
 	"shrine/utils/auth"
-	"shrine/utils/emails"
-	"shrine/utils/logger"
 	"shrine/utils/meta"
-	"time"
+	"shrine/utils/shortcuts"
 
 	"github.com/gofiber/fiber/v2"
 )
 
 func RegisterController(context *fiber.Ctx) error {
-	body, err := meta.Body[types.RegisterRequest](context)
+	body, err := meta.Body[account.RegisterRequest](context)
 	if err != nil {
-		return BadRequest(context, errors.New("Invalid request body."))
+		return shortcuts.BadRequest(context, err)
 	}
 
-	user := models.User{
-		Username:    body.Username,
-		Email:       body.Email,
-		DisplayName: body.DisplayName,
+	result, serviceErr := services.Register(body)
+	if serviceErr != nil {
+		return shortcuts.HandleError(context, serviceErr)
 	}
 
-	if err := user.SetPassword(body.Password); err != nil {
-		return BadRequest(context, err)
-	}
-
-	if err := repositories.CreateUser(&user); err != nil {
-		if strings.Contains(err.Error(), "users.username") {
-			return BadRequest(context, errors.New("An account with that username already exists."))
-		}
-		if strings.Contains(err.Error(), "users.email") {
-			return BadRequest(context, errors.New("An account with that email address already exists."))
-		}
-		return BadRequest(context, err)
-	}
-
-	token, err := auth.GenerateToken()
-	if err != nil {
-		return InternalServerError(context, errors.New("Failed to generate verification token."))
-	}
-
-	user.SetVerification(auth.HashToken(token), time.Now().Add(24*time.Hour), enums.Activation)
-
-	if err := repositories.UpdateUser(&user); err != nil {
-		return InternalServerError(context, errors.New("Failed to store verification token."))
-	}
-
-	if err := emails.SendActivation(user.Email, user.Username, token); err != nil {
-		logger.Errorf("Auth", "Failed to send verification email to %s: %v", user.Email, err)
-	}
-
-	return Created(context, types.MessageResponse{
-		Message: "Your account has been created. Please check your email to verify your account.",
-	})
+	return shortcuts.Created(context, result)
 }
 
 func LoginController(context *fiber.Ctx) error {
-	body, err := meta.Body[types.LoginRequest](context)
-	if err != nil {
-		return BadRequest(context, errors.New("Invalid request body."))
-	}
-
-	user, err := repositories.FindUserByUsername(body.Username)
+	body, err := meta.Body[account.LoginRequest](context)
 	if err != nil {
-		return Unauthorized(context, errors.New("Invalid username or password."))
+		return shortcuts.BadRequest(context, err)
 	}
 
-	if !user.CanAuthenticate() {
-		return Forbidden(context, errors.New("Your account has been banned or disabled."))
+	citizen, serviceErr := services.Authenticate(body)
+	if serviceErr != nil {
+		return shortcuts.HandleError(context, serviceErr)
 	}
 
-	if !user.CheckPassword(body.Password) {
-		return Unauthorized(context, errors.New("Invalid username or password."))
-	}
-
-	if !user.IsVerified() {
-		return Forbidden(context, errors.New("Your email address has not been verified. Please check your inbox."))
-	}
-
-	token, err := auth.IssueToken(context, user.ID)
+	token, err := auth.IssueToken(context, citizen.ID)
 	if err != nil {
-		return InternalServerError(context, errors.New("Failed to create session."))
+		return shortcuts.InternalServerError(context, err)
 	}
 
-	return Success(context, types.AuthResponse{
+	return shortcuts.Success(context, account.AuthResponse{
 		Token: token,
-		User:  user.ToResponse(),
+		User:  citizen.ToResponse(),
 	})
 }
 
 func VerifyController(context *fiber.Ctx) error {
-	body, err := meta.Body[types.VerifyRequest](context)
-	if err != nil {
-		return BadRequest(context, errors.New("Invalid request body."))
-	}
-
-	if body.Token == "" {
-		return BadRequest(context, errors.New("Verification token is required."))
-	}
-
-	verificationType := enums.VerificationType(body.Type)
-
-	tokenHash := auth.HashToken(body.Token)
-
-	user, err := repositories.FindUserByVerification(tokenHash, verificationType)
+	body, err := meta.Body[account.VerifyRequest](context)
 	if err != nil {
-		return BadRequest(context, errors.New("Your verification link is invalid or has expired."))
+		return shortcuts.BadRequest(context, err)
 	}
 
-	switch verificationType {
-	case enums.Activation:
-		user.VerifyEmail()
-	default:
-		return BadRequest(context, errors.New("Invalid verification type."))
+	result, serviceErr := services.VerifyAccount(body)
+	if serviceErr != nil {
+		return shortcuts.HandleError(context, serviceErr)
 	}
 
-	if err := repositories.UpdateUser(user); err != nil {
-		return InternalServerError(context, errors.New("Failed to verify your account."))
-	}
-
-	return Success(context, types.MessageResponse{
-		Message: "Your email has been verified successfully. You can now log in.",
-	})
+	return shortcuts.Success(context, result)
 }
 
 func ResendActivationController(context *fiber.Ctx) error {
-	body, err := meta.Body[types.ResendActivationRequest](context)
-	if err != nil {
-		return BadRequest(context, errors.New("Invalid request body."))
-	}
-
-	user, err := repositories.FindUserByEmail(body.Email)
+	body, err := meta.Body[account.ResendActivationRequest](context)
 	if err != nil {
-		return BadRequest(context, errors.New("No account exists with that email address."))
+		return shortcuts.BadRequest(context, err)
 	}
 
-	if user.IsVerified() {
-		return BadRequest(context, errors.New("This account has already been verified."))
+	result, serviceErr := services.ResendActivation(body)
+	if serviceErr != nil {
+		return shortcuts.HandleError(context, serviceErr)
 	}
 
-	token, err := auth.GenerateToken()
-	if err != nil {
-		return InternalServerError(context, errors.New("Failed to generate verification token."))
-	}
-
-	user.SetVerification(auth.HashToken(token), time.Now().Add(24*time.Hour), enums.Activation)
-
-	if err := repositories.UpdateUser(user); err != nil {
-		return InternalServerError(context, errors.New("Failed to store verification token."))
-	}
-
-	if err := emails.SendActivation(user.Email, user.Username, token); err != nil {
-		logger.Errorf("Auth", "Failed to send verification email to %s: %v", user.Email, err)
-	}
-
-	return Success(context, types.MessageResponse{
-		Message: "A new verification email has been sent. Please check your inbox.",
-	})
+	return shortcuts.Success(context, result)
 }
 
 func LogoutController(context *fiber.Ctx) error {
 	tokenHash := auth.GetTokenHash(context)
-	if err := repositories.DeleteToken(tokenHash); err != nil {
-		return InternalServerError(context, errors.New("Failed to end your session."))
+
+	result, serviceErr := services.RevokeToken(tokenHash)
+	if serviceErr != nil {
+		return shortcuts.HandleError(context, serviceErr)
 	}
 
-	return Success(context, types.MessageResponse{
-		Message: "You have been logged out successfully.",
-	})
+	return shortcuts.Success(context, result)
 }
 
 func MeController(context *fiber.Ctx) error {
-	user := auth.GetUser(context)
-	return Success(context, user.ToResponse())
+	citizen := auth.GetUser(context)
+	return shortcuts.Success(context, citizen.ToResponse())
 }
 
 func HeartbeatController(context *fiber.Ctx) error {
-	return NoContent(context)
+	return shortcuts.NoContent(context)
 }
\ No newline at end of file
diff --git a/shrine/controllers/council.go b/shrine/controllers/council.go
index fd374e0..970ae73 100644
--- a/shrine/controllers/council.go
+++ b/shrine/controllers/council.go
@@ -1,189 +1,134 @@
 package controllers
 
 import (
-	"errors"
-	"shrine/enums"
-	"shrine/models"
-	"shrine/repositories"
-	"shrine/types"
+	"shrine/services"
+	"shrine/types/council"
 	"shrine/utils/auth"
 	"shrine/utils/meta"
-	"time"
+	"shrine/utils/shortcuts"
 
 	"github.com/gofiber/fiber/v2"
 )
 
-func findTargetUser(context *fiber.Ctx) (*models.User, error) {
-	username := meta.Request(context).MustHave().Param("username")
-	return repositories.FindUserByUsername(username)
-}
-
 func ListUsersController(context *fiber.Ctx) error {
-	p := meta.Paginate(context)
+	pagination := meta.Paginate(context)
 	search, _ := meta.Request(context).Query("search")
 
-	users, total := repositories.ListUsers(p, search)
-
-	items := make([]types.AdminUserResponse, len(users))
-	for i, u := range users {
-		items[i] = u.ToAdminResponse()
-	}
-
-	return Success(context, p.Response(items, total))
+	items, total := services.ListUsers(pagination, search)
+	return shortcuts.Success(context, pagination.Response(items, total))
 }
 
 func GetUserController(context *fiber.Ctx) error {
-	user, err := findTargetUser(context)
-	if err != nil {
-		return NotFound(context, errors.New("User not found."))
+	username := meta.Request(context).MustHave().Param("username")
+
+	result, serviceErr := services.GetUser(username)
+	if serviceErr != nil {
+		return shortcuts.HandleError(context, serviceErr)
 	}
 
-	return Success(context, user.ToAdminResponse())
+	return shortcuts.Success(context, result)
 }
 
 func BanUserController(context *fiber.Ctx) error {
 	admin := auth.GetUser(context)
-
-	user, err := findTargetUser(context)
-	if err != nil {
-		return NotFound(context, errors.New("User not found."))
-	}
-
-	if user.ID == admin.ID {
-		return BadRequest(context, errors.New("You cannot ban yourself."))
-	}
-
-	if user.IsOwner() {
-		return BadRequest(context, errors.New("You cannot ban the owner."))
+	target, serviceErr := services.ResolveUser(meta.Request(context).MustHave().Param("username"))
+	if serviceErr != nil {
+		return shortcuts.HandleError(context, serviceErr)
 	}
 
-	if user.IsAdmin() && !admin.IsOwner() {
-		return BadRequest(context, errors.New("Only the owner can ban an administrator."))
-	}
-
-	body, _ := meta.Body[types.BanUserRequest](context)
-
-	now := time.Now()
-	user.AccountBanned = true
-	user.BannedAt = &now
-	user.BannedReason = body.Reason
-	user.BannedBy = &admin.ID
+	body, _ := meta.Body[council.BanRequest](context)
 
-	if err := repositories.UpdateUser(user); err != nil {
-		return InternalServerError(context, errors.New("Failed to ban user."))
+	result, serviceErr := services.BanUser(admin, target, body)
+	if serviceErr != nil {
+		return shortcuts.HandleError(context, serviceErr)
 	}
 
-	return Success(context, user.ToAdminResponse())
+	return shortcuts.Success(context, result)
 }
 
 func UnbanUserController(context *fiber.Ctx) error {
-	user, err := findTargetUser(context)
-	if err != nil {
-		return NotFound(context, errors.New("User not found."))
+	admin := auth.GetUser(context)
+	target, serviceErr := services.ResolveUser(meta.Request(context).MustHave().Param("username"))
+	if serviceErr != nil {
+		return shortcuts.HandleError(context, serviceErr)
 	}
 
-	user.AccountBanned = false
-	user.BannedAt = nil
-	user.BannedReason = ""
-	user.BannedBy = nil
-
-	if err := repositories.UpdateUser(user); err != nil {
-		return InternalServerError(context, errors.New("Failed to unban user."))
+	result, serviceErr := services.UnbanUser(admin, target)
+	if serviceErr != nil {
+		return shortcuts.HandleError(context, serviceErr)
 	}
 
-	return Success(context, user.ToAdminResponse())
+	return shortcuts.Success(context, result)
 }
 
 func DisableUserController(context *fiber.Ctx) error {
 	admin := auth.GetUser(context)
-
-	user, err := findTargetUser(context)
-	if err != nil {
-		return NotFound(context, errors.New("User not found."))
-	}
-
-	if user.ID == admin.ID {
-		return BadRequest(context, errors.New("You cannot disable yourself."))
+	target, serviceErr := services.ResolveUser(meta.Request(context).MustHave().Param("username"))
+	if serviceErr != nil {
+		return shortcuts.HandleError(context, serviceErr)
 	}
 
-	if user.IsOwner() {
-		return BadRequest(context, errors.New("You cannot disable the owner."))
-	}
-
-	if user.IsAdmin() && !admin.IsOwner() {
-		return BadRequest(context, errors.New("Only the owner can disable an administrator."))
-	}
-
-	body, _ := meta.Body[types.DisableUserRequest](context)
-
-	now := time.Now()
-	user.AccountDisabled = true
-	user.DisabledAt = &now
-	user.DisabledReason = body.Reason
-	user.DisabledBy = &admin.ID
+	body, _ := meta.Body[council.DisableRequest](context)
 
-	if err := repositories.UpdateUser(user); err != nil {
-		return InternalServerError(context, errors.New("Failed to disable user."))
+	result, serviceErr := services.DisableUser(admin, target, body)
+	if serviceErr != nil {
+		return shortcuts.HandleError(context, serviceErr)
 	}
 
-	return Success(context, user.ToAdminResponse())
+	return shortcuts.Success(context, result)
 }
 
 func EnableUserController(context *fiber.Ctx) error {
-	user, err := findTargetUser(context)
-	if err != nil {
-		return NotFound(context, errors.New("User not found."))
+	admin := auth.GetUser(context)
+	target, serviceErr := services.ResolveUser(meta.Request(context).MustHave().Param("username"))
+	if serviceErr != nil {
+		return shortcuts.HandleError(context, serviceErr)
 	}
 
-	user.AccountDisabled = false
-	user.DisabledAt = nil
-	user.DisabledReason = ""
-	user.DisabledBy = nil
-
-	if err := repositories.UpdateUser(user); err != nil {
-		return InternalServerError(context, errors.New("Failed to enable user."))
+	result, serviceErr := services.EnableUser(admin, target)
+	if serviceErr != nil {
+		return shortcuts.HandleError(context, serviceErr)
 	}
 
-	return Success(context, user.ToAdminResponse())
+	return shortcuts.Success(context, result)
 }
 
 func ChangeRoleController(context *fiber.Ctx) error {
 	admin := auth.GetUser(context)
+	target, serviceErr := services.ResolveUser(meta.Request(context).MustHave().Param("username"))
+	if serviceErr != nil {
+		return shortcuts.HandleError(context, serviceErr)
+	}
 
-	user, err := findTargetUser(context)
+	body, err := meta.Body[council.ChangeRoleRequest](context)
 	if err != nil {
-		return NotFound(context, errors.New("User not found."))
+		return shortcuts.BadRequest(context, err)
 	}
 
-	if user.ID == admin.ID {
-		return BadRequest(context, errors.New("You cannot change your own role."))
+	result, serviceErr := services.ChangeRole(admin, target, body)
+	if serviceErr != nil {
+		return shortcuts.HandleError(context, serviceErr)
 	}
 
-	if user.IsOwner() {
-		return BadRequest(context, errors.New("You cannot change the owner's role."))
-	}
+	return shortcuts.Success(context, result)
+}
 
-	body, err := meta.Body[types.ChangeRoleRequest](context)
-	if err != nil {
-		return BadRequest(context, errors.New("Invalid request body."))
+func EditUserController(context *fiber.Ctx) error {
+	admin := auth.GetUser(context)
+	target, serviceErr := services.ResolveUser(meta.Request(context).MustHave().Param("username"))
+	if serviceErr != nil {
+		return shortcuts.HandleError(context, serviceErr)
 	}
 
-	role := enums.UserRole(body.Role)
-	switch role {
-	case enums.Member, enums.Moderator:
-		user.Role = role
-	case enums.Admin:
-		if !admin.IsOwner() {
-			return BadRequest(context, errors.New("Only the owner can assign the admin role."))
-		}
-		user.Role = role
-	default:
-		return BadRequest(context, errors.New("Invalid role."))
+	body, err := meta.Body[council.EditUserRequest](context)
+	if err != nil {
+		return shortcuts.BadRequest(context, err)
 	}
 
-	if err := repositories.UpdateUser(user); err != nil {
-		return InternalServerError(context, errors.New("Failed to change role."))
+	result, serviceErr := services.EditUser(admin, target, body)
+	if serviceErr != nil {
+		return shortcuts.HandleError(context, serviceErr)
 	}
 
-	return Success(context, user.ToAdminResponse())
+	return shortcuts.Success(context, result)
 }
\ No newline at end of file
diff --git a/shrine/controllers/letter.go b/shrine/controllers/letter.go
new file mode 100644
index 0000000..10696f1
--- /dev/null
+++ b/shrine/controllers/letter.go
@@ -0,0 +1,165 @@
+package controllers
+
+import (
+	"shrine/messages"
+	"shrine/services"
+	"shrine/types/letter"
+	"shrine/utils/auth"
+	"shrine/utils/meta"
+	"shrine/utils/shortcuts"
+
+	"github.com/gofiber/fiber/v2"
+)
+
+func ListLettersController(context *fiber.Ctx) error {
+	citizen := auth.GetUser(context)
+	pagination := meta.Paginate(context)
+
+	items, total := services.ListLetters(citizen.ID, pagination)
+	return shortcuts.Success(context, pagination.Response(items, total))
+}
+
+func GetLetterController(context *fiber.Ctx) error {
+	citizen := auth.GetUser(context)
+	ref := meta.Request(context).MustHave().Param("ref")
+	pagination := meta.Paginate(context)
+
+	result, serviceErr := services.GetLetter(ref, citizen.ID, pagination)
+	if serviceErr != nil {
+		return shortcuts.HandleError(context, serviceErr)
+	}
+
+	return shortcuts.Success(context, result)
+}
+
+func CreateLetterController(context *fiber.Ctx) error {
+	citizen := auth.GetUser(context)
+
+	body, err := meta.Body[letter.CreateRequest](context)
+	if err != nil {
+		return shortcuts.BadRequest(context, err)
+	}
+
+	result, serviceErr := services.CreateLetter(citizen.ID, body)
+	if serviceErr != nil {
+		return shortcuts.HandleError(context, serviceErr)
+	}
+
+	return shortcuts.Created(context, result)
+}
+
+func SendMessageController(context *fiber.Ctx) error {
+	citizen := auth.GetUser(context)
+	ref := meta.Request(context).MustHave().Param("ref")
+
+	body, err := meta.Body[letter.SendMessageRequest](context)
+	if err != nil {
+		return shortcuts.BadRequest(context, err)
+	}
+
+	result, serviceErr := services.SendLetterMessage(ref, citizen.ID, body)
+	if serviceErr != nil {
+		return shortcuts.HandleError(context, serviceErr)
+	}
+
+	return shortcuts.Created(context, result)
+}
+
+func EditMessageController(context *fiber.Ctx) error {
+	citizen := auth.GetUser(context)
+	ref := meta.Request(context).MustHave().Param("ref")
+	messageRef := meta.Request(context).MustHave().Param("messageRef")
+
+	body, err := meta.Body[letter.EditMessageRequest](context)
+	if err != nil {
+		return shortcuts.BadRequest(context, err)
+	}
+
+	result, serviceErr := services.EditLetterMessage(ref, messageRef, citizen.ID, body)
+	if serviceErr != nil {
+		return shortcuts.HandleError(context, serviceErr)
+	}
+
+	return shortcuts.Success(context, result)
+}
+
+func DeleteMessageController(context *fiber.Ctx) error {
+	citizen := auth.GetUser(context)
+	ref := meta.Request(context).MustHave().Param("ref")
+	messageRef := meta.Request(context).MustHave().Param("messageRef")
+
+	serviceErr := services.DeleteLetterMessage(ref, messageRef, citizen.ID)
+	if serviceErr != nil {
+		return shortcuts.HandleError(context, serviceErr)
+	}
+
+	return shortcuts.NoContent(context)
+}
+
+func RenameLetterController(context *fiber.Ctx) error {
+	citizen := auth.GetUser(context)
+	ref := meta.Request(context).MustHave().Param("ref")
+
+	body, err := meta.Body[letter.RenameRequest](context)
+	if err != nil {
+		return shortcuts.BadRequest(context, err)
+	}
+
+	result, serviceErr := services.RenameLetter(ref, citizen.ID, body)
+	if serviceErr != nil {
+		return shortcuts.HandleError(context, serviceErr)
+	}
+
+	return shortcuts.Success(context, result)
+}
+
+func LeaveLetterController(context *fiber.Ctx) error {
+	citizen := auth.GetUser(context)
+	ref := meta.Request(context).MustHave().Param("ref")
+
+	result, serviceErr := services.LeaveLetter(ref, citizen.ID)
+	if serviceErr != nil {
+		return shortcuts.HandleError(context, serviceErr)
+	}
+
+	return shortcuts.Success(context, result)
+}
+
+func RemoveParticipantController(context *fiber.Ctx) error {
+	citizen := auth.GetUser(context)
+	ref := meta.Request(context).MustHave().Param("ref")
+
+	body, err := meta.Body[letter.RemoveParticipantRequest](context)
+	if err != nil {
+		return shortcuts.BadRequest(context, err)
+	}
+
+	result, serviceErr := services.RemoveLetterParticipant(ref, citizen.ID, body)
+	if serviceErr != nil {
+		return shortcuts.HandleError(context, serviceErr)
+	}
+
+	return shortcuts.Success(context, result)
+}
+
+func UploadAttachmentController(context *fiber.Ctx) error {
+	citizen := auth.GetUser(context)
+
+	file, err := context.FormFile("file")
+	if err != nil {
+		return shortcuts.BadRequest(context, fiber.NewError(fiber.StatusBadRequest, messages.FileRequired))
+	}
+
+	source, err := file.Open()
+	if err != nil {
+		return shortcuts.InternalServerError(context, err)
+	}
+	defer source.Close()
+
+	result, serviceErr := services.UploadLetterAttachment(citizen.ID, file.Filename, file.Size, file.Header.Get("Content-Type"), source)
+	if serviceErr != nil {
+		return shortcuts.HandleError(context, serviceErr)
+	}
+
+	return shortcuts.Created(context, result)
+}
\ No newline at end of file
diff --git a/shrine/controllers/responses.go b/shrine/controllers/responses.go
deleted file mode 100644
index 0e9e515..0000000
--- a/shrine/controllers/responses.go
+++ /dev/null
@@ -1,56 +0,0 @@
-package controllers
-
-import (
-	"shrine/types"
-	"shrine/utils/shortcuts"
-
-	"github.com/gofiber/fiber/v2"
-)
-
-func BadRequest(context *fiber.Ctx, err error) error {
-	return shortcuts.Response(context, types.ErrorResponse{
-		Error: err.Error(),
-	}).As(fiber.StatusBadRequest)
-}
-
-func Unauthorized(context *fiber.Ctx, err error) error {
-	return shortcuts.Response(context, types.ErrorResponse{
-		Error: err.Error(),
-	}).As(fiber.StatusUnauthorized)
-}
-
-func Forbidden(context *fiber.Ctx, err error) error {
-	return shortcuts.Response(context, types.ErrorResponse{
-		Error: err.Error(),
-	}).As(fiber.StatusForbidden)
-}
-
-func NotFound(context *fiber.Ctx, err error) error {
-	return shortcuts.Response(context, types.ErrorResponse{
-		Error: err.Error(),
-	}).As(fiber.StatusNotFound)
-}
-
-func InternalServerError(context *fiber.Ctx, err error) error {
-	return shortcuts.Response(context, types.ErrorResponse{
-		Error: err.Error(),
-	}).As(fiber.StatusInternalServerError)
-}
-
-func DefaultError(context *fiber.Ctx, err error) error {
-	return shortcuts.Response(context, types.ErrorResponse{
-		Error: err.Error(),
-	}).As(fiber.StatusInternalServerError)
-}
-
-func Success(context *fiber.Ctx, data any) error {
-	return shortcuts.Response(context, data).As(fiber.StatusOK)
-}
-
-func Created(context *fiber.Ctx, data any) error {
-	return shortcuts.Response(context, data).As(fiber.StatusCreated)
-}
-
-func NoContent(context *fiber.Ctx) error {
-	return shortcuts.Response(context, nil).As(fiber.StatusNoContent)
-}
diff --git a/shrine/controllers/stats.go b/shrine/controllers/stats.go
index 33aa991..bf31c2e 100644
--- a/shrine/controllers/stats.go
+++ b/shrine/controllers/stats.go
@@ -1,30 +1,12 @@
 package controllers
 
 import (
-	"shrine/repositories"
-	"shrine/types"
+	"shrine/services"
+	"shrine/utils/shortcuts"
 
 	"github.com/gofiber/fiber/v2"
 )
 
 func StatsController(context *fiber.Ctx) error {
-	newest := repositories.NewestCitizens(5)
-	online := repositories.OnlineCitizens(10)
-
-	newestSummaries := make([]types.CitizenSummary, len(newest))
-	for i, u := range newest {
-		newestSummaries[i] = u.ToSummary()
-	}
-
-	onlineSummaries := make([]types.CitizenSummary, len(online))
-	for i, u := range online {
-		onlineSummaries[i] = u.ToSummary()
-	}
-
-	return Success(context, types.StatsResponse{
-		Citizens:       repositories.CountCitizens(),
-		Online:         repositories.CountOnline(),
-		NewestCitizens: newestSummaries,
-		OnlineCitizens: onlineSummaries,
-	})
+	return shortcuts.Success(context, services.GetStats())
 }
\ No newline at end of file
diff --git a/shrine/controllers/ticket.go b/shrine/controllers/ticket.go
new file mode 100644
index 0000000..f22fc84
--- /dev/null
+++ b/shrine/controllers/ticket.go
@@ -0,0 +1,163 @@
+package controllers
+
+import (
+	"shrine/services"
+	"shrine/types/ticket"
+	"shrine/utils/auth"
+	"shrine/utils/meta"
+	"shrine/utils/shortcuts"
+
+	"github.com/gofiber/fiber/v2"
+)
+
+func ListUserTicketsController(context *fiber.Ctx) error {
+	citizen := auth.GetUser(context)
+	pagination := meta.Paginate(context)
+
+	items, total := services.ListUserTickets(citizen.ID, pagination)
+	return shortcuts.Success(context, pagination.Response(items, total))
+}
+
+func GetUserTicketController(context *fiber.Ctx) error {
+	citizen := auth.GetUser(context)
+	ref := meta.Request(context).MustHave().Param("ref")
+
+	result, serviceErr := services.GetUserTicket(ref, citizen.ID)
+	if serviceErr != nil {
+		return shortcuts.HandleError(context, serviceErr)
+	}
+
+	return shortcuts.Success(context, result)
+}
+
+func CreateTicketController(context *fiber.Ctx) error {
+	citizen := auth.GetUser(context)
+
+	body, err := meta.Body[ticket.CreateRequest](context)
+	if err != nil {
+		return shortcuts.BadRequest(context, err)
+	}
+
+	result, serviceErr := services.CreateTicket(citizen.ID, body)
+	if serviceErr != nil {
+		return shortcuts.HandleError(context, serviceErr)
+	}
+
+	return shortcuts.Created(context, result)
+}
+
+func ReplyTicketController(context *fiber.Ctx) error {
+	citizen := auth.GetUser(context)
+	ref := meta.Request(context).MustHave().Param("ref")
+
+	body, err := meta.Body[ticket.SendMessageRequest](context)
+	if err != nil {
+		return shortcuts.BadRequest(context, err)
+	}
+
+	result, serviceErr := services.ReplyTicket(ref, citizen.ID, body)
+	if serviceErr != nil {
+		return shortcuts.HandleError(context, serviceErr)
+	}
+
+	return shortcuts.Created(context, result)
+}
+
+func ListAllTicketsController(context *fiber.Ctx) error {
+	pagination := meta.Paginate(context)
+	status, _ := meta.Request(context).Query("status")
+	priority, _ := meta.Request(context).Query("priority")
+
+	items, total := services.ListAllTickets(pagination, status, priority)
+	return shortcuts.Success(context, pagination.Response(items, total))
+}
+
+func GetStaffTicketController(context *fiber.Ctx) error {
+	ref := meta.Request(context).MustHave().Param("ref")
+
+	result, serviceErr := services.GetStaffTicket(ref)
+	if serviceErr != nil {
+		return shortcuts.HandleError(context, serviceErr)
+	}
+
+	return shortcuts.Success(context, result)
+}
+
+func UpdateTicketController(context *fiber.Ctx) error {
+	admin := auth.GetUser(context)
+	ref := meta.Request(context).MustHave().Param("ref")
+
+	body, err := meta.Body[ticket.UpdateRequest](context)
+	if err != nil {
+		return shortcuts.BadRequest(context, err)
+	}
+
+	result, serviceErr := services.UpdateTicket(admin.ID, ref, body)
+	if serviceErr != nil {
+		return shortcuts.HandleError(context, serviceErr)
+	}
+
+	return shortcuts.Success(context, result)
+}
+
+func StaffReplyTicketController(context *fiber.Ctx) error {
+	staff := auth.GetUser(context)
+	ref := meta.Request(context).MustHave().Param("ref")
+
+	body, err := meta.Body[ticket.SendMessageRequest](context)
+	if err != nil {
+		return shortcuts.BadRequest(context, err)
+	}
+
+	result, serviceErr := services.StaffReplyTicket(ref, staff.ID, body)
+	if serviceErr != nil {
+		return shortcuts.HandleError(context, serviceErr)
+	}
+
+	return shortcuts.Created(context, result)
+}
+
+func ListTicketCategoriesController(context *fiber.Ctx) error {
+	return shortcuts.Success(context, services.ListTicketCategories())
+}
+
+func CreateTicketCategoryController(context *fiber.Ctx) error {
+	body, err := meta.Body[ticket.CreateCategoryRequest](context)
+	if err != nil {
+		return shortcuts.BadRequest(context, err)
+	}
+
+	result, serviceErr := services.CreateTicketCategory(body)
+	if serviceErr != nil {
+		return shortcuts.HandleError(context, serviceErr)
+	}
+
+	return shortcuts.Created(context, result)
+}
+
+func UpdateTicketCategoryController(context *fiber.Ctx) error {
+	ref := meta.Request(context).MustHave().Param("ref")
+
+	body, err := meta.Body[ticket.UpdateCategoryRequest](context)
+	if err != nil {
+		return shortcuts.BadRequest(context, err)
+	}
+
+	result, serviceErr := services.UpdateTicketCategory(ref, body)
+	if serviceErr != nil {
+		return shortcuts.HandleError(context, serviceErr)
+	}
+
+	return shortcuts.Success(context, result)
+}
+
+func DeleteTicketCategoryController(context *fiber.Ctx) error {
+	ref := meta.Request(context).MustHave().Param("ref")
+
+	serviceErr := services.DeleteTicketCategory(ref)
+	if serviceErr != nil {
+		return shortcuts.HandleError(context, serviceErr)
+	}
+
+	return shortcuts.NoContent(context)
+}
\ No newline at end of file
diff --git a/shrine/controllers/warning.go b/shrine/controllers/warning.go
new file mode 100644
index 0000000..90ed526
--- /dev/null
+++ b/shrine/controllers/warning.go
@@ -0,0 +1,55 @@
+package controllers
+
+import (
+	"shrine/services"
+	"shrine/types/warning"
+	"shrine/utils/auth"
+	"shrine/utils/meta"
+	"shrine/utils/shortcuts"
+
+	"github.com/gofiber/fiber/v2"
+)
+
+func WarnUserController(context *fiber.Ctx) error {
+	admin := auth.GetUser(context)
+	target, serviceErr := services.ResolveUser(meta.Request(context).MustHave().Param("username"))
+	if serviceErr != nil {
+		return shortcuts.HandleError(context, serviceErr)
+	}
+
+	body, err := meta.Body[warning.WarnRequest](context)
+	if err != nil {
+		return shortcuts.BadRequest(context, err)
+	}
+
+	result, serviceErr := services.WarnUser(admin, target, body)
+	if serviceErr != nil {
+		return shortcuts.HandleError(context, serviceErr)
+	}
+
+	return shortcuts.Created(context, result)
+}
+
+func DeactivateWarningController(context *fiber.Ctx) error {
+	admin := auth.GetUser(context)
+	ref := context.Params("ref")
+
+	result, serviceErr := services.DeactivateWarning(admin, ref)
+	if serviceErr != nil {
+		return shortcuts.HandleError(context, serviceErr)
+	}
+
+	return shortcuts.Success(context, result)
+}
+
+func ListWarningsController(context *fiber.Ctx) error {
+	username := meta.Request(context).MustHave().Param("username")
+	pagination := meta.Paginate(context)
+
+	items, total, serviceErr := services.ListWarnings(username, pagination)
+	if serviceErr != nil {
+		return shortcuts.HandleError(context, serviceErr)
+	}
+
+	return shortcuts.Success(context, pagination.Response(items, total))
+}
\ No newline at end of file
diff --git a/shrine/database/migrate.go b/shrine/database/migrate.go
index 5835a76..ca76520 100644
--- a/shrine/database/migrate.go
+++ b/shrine/database/migrate.go
@@ -9,6 +9,15 @@ func migrate() {
 	err := DB.AutoMigrate(
 		&models.User{},
 		&models.Token{},
+		&models.Letter{},
+		&models.LetterParticipant{},
+		&models.LetterMessage{},
+		&models.LetterAttachment{},
+		&models.Warning{},
+		&models.AuditLog{},
+		&models.TicketCategory{},
+		&models.Ticket{},
+		&models.TicketMessage{},
 	)
 	if err != nil {
 		logger.Fatalf("Database", "Error during database migration: %v", err)
diff --git a/shrine/enums/error.go b/shrine/enums/error.go
new file mode 100644
index 0000000..dcab365
--- /dev/null
+++ b/shrine/enums/error.go
@@ -0,0 +1,14 @@
+package enums
+
+type ErrorKind string
+
+const (
+	BadRequest     ErrorKind = "bad_request"
+	Unauthorized   ErrorKind = "unauthorized"
+	Forbidden      ErrorKind = "forbidden"
+	NotFound       ErrorKind = "not_found"
+	Conflict       ErrorKind = "conflict"
+	Unprocessable  ErrorKind = "unprocessable"
+	TooManyRequest ErrorKind = "too_many_requests"
+	Internal       ErrorKind = "internal"
+)
\ No newline at end of file
diff --git a/shrine/enums/http.go b/shrine/enums/http.go
new file mode 100644
index 0000000..c7a4ab0
--- /dev/null
+++ b/shrine/enums/http.go
@@ -0,0 +1,13 @@
+package enums
+
+type HTTPMethod string
+
+const (
+	GET     HTTPMethod = "GET"
+	POST    HTTPMethod = "POST"
+	PUT     HTTPMethod = "PUT"
+	PATCH   HTTPMethod = "PATCH"
+	DELETE  HTTPMethod = "DELETE"
+	OPTIONS HTTPMethod = "OPTIONS"
+	HEAD    HTTPMethod = "HEAD"
+)
\ No newline at end of file
diff --git a/shrine/enums/ticket.go b/shrine/enums/ticket.go
new file mode 100644
index 0000000..acf9ace
--- /dev/null
+++ b/shrine/enums/ticket.go
@@ -0,0 +1,19 @@
+package enums
+
+type TicketPriority string
+
+const (
+	PriorityLow    TicketPriority = "low"
+	PriorityMedium TicketPriority = "medium"
+	PriorityHigh   TicketPriority = "high"
+	PriorityUrgent TicketPriority = "urgent"
+)
+
+type TicketStatus string
+
+const (
+	StatusOpen       TicketStatus = "open"
+	StatusInProgress TicketStatus = "in_progress"
+	StatusResolved   TicketStatus = "resolved"
+	StatusClosed     TicketStatus = "closed"
+)
\ No newline at end of file
diff --git a/shrine/go.mod b/shrine/go.mod
index 28dcfd4..84e757b 100644
--- a/shrine/go.mod
+++ b/shrine/go.mod
@@ -16,9 +16,11 @@ require (
 
 require (
 	github.com/andybalholm/brotli v1.1.0 // indirect
+	github.com/aymerick/douceur v0.2.0 // indirect
 	github.com/dustin/go-humanize v1.0.1 // indirect
 	github.com/go-ini/ini v1.67.0 // indirect
 	github.com/google/uuid v1.6.0 // indirect
+	github.com/gorilla/css v1.0.1 // indirect
 	github.com/jackc/pgpassfile v1.0.0 // indirect
 	github.com/jackc/pgservicefile v0.0.0-20240606120523-5a60cdf6a761 // indirect
 	github.com/jackc/pgx/v5 v5.6.0 // indirect
@@ -32,6 +34,7 @@ require (
 	github.com/mattn/go-isatty v0.0.20 // indirect
 	github.com/mattn/go-runewidth v0.0.16 // indirect
 	github.com/mattn/go-sqlite3 v1.14.22 // indirect
+	github.com/microcosm-cc/bluemonday v1.0.27 // indirect
 	github.com/minio/crc64nvme v1.1.1 // indirect
 	github.com/minio/md5-simd v1.1.2 // indirect
 	github.com/philhofer/fwd v1.2.0 // indirect
diff --git a/shrine/go.sum b/shrine/go.sum
index 7da097c..61ab6c4 100644
--- a/shrine/go.sum
+++ b/shrine/go.sum
@@ -1,5 +1,7 @@
 github.com/andybalholm/brotli v1.1.0 h1:eLKJA0d02Lf0mVpIDgYnqXcUn0GqVmEFny3VuID1U3M=
 github.com/andybalholm/brotli v1.1.0/go.mod h1:sms7XGricyQI9K10gOSf56VKKWS4oLer58Q+mhRPtnY=
+github.com/aymerick/douceur v0.2.0 h1:Mv+mAeH1Q+n9Fr+oyamOlAkUNPWPlA8PPGR0QAaYuPk=
+github.com/aymerick/douceur v0.2.0/go.mod h1:wlT5vV2O3h55X9m7iVYN0TBM0NH/MmbLnd30/FjWUq4=
 github.com/davecgh/go-spew v1.1.0/go.mod h1:J7Y8YcW2NihsgmVo/mv3lAwl/skON4iLHjSsI+c5H38=
 github.com/davecgh/go-spew v1.1.1 h1:vj9j/u1bqnvCEfJOwUhtlOARqs3+rkHYY13jYWTU97c=
 github.com/davecgh/go-spew v1.1.1/go.mod h1:J7Y8YcW2NihsgmVo/mv3lAwl/skON4iLHjSsI+c5H38=
@@ -13,6 +15,8 @@ github.com/gofiber/fiber/v2 v2.52.12 h1:0LdToKclcPOj8PktUdIKo9BUohjjwfnQl42Dhw8/
 github.com/gofiber/fiber/v2 v2.52.12/go.mod h1:YEcBbO/FB+5M1IZNBP9FO3J9281zgPAreiI1oqg8nDw=
 github.com/google/uuid v1.6.0 h1:NIvaJDMOsjHA8n1jAhLSgzrAzy1Hgr+hNrb57e+94F0=
 github.com/google/uuid v1.6.0/go.mod h1:TIyPZe4MgqvfeYDBFedMoGGpEw/LqOeaOT+nhxU+yHo=
+github.com/gorilla/css v1.0.1 h1:ntNaBIghp6JmvWnxbZKANoLyuXTPZ4cAMlo6RyhlbO8=
+github.com/gorilla/css v1.0.1/go.mod h1:BvnYkspnSzMmwRK+b8/xgNPLiIuNZr6vbZBTPQ2A3b0=
 github.com/jackc/pgpassfile v1.0.0 h1:/6Hmqy13Ss2zCq62VdNG8tM1wchn8zjSGOBJ6icpsIM=
 github.com/jackc/pgpassfile v1.0.0/go.mod h1:CEx0iS5ambNFdcRtxPj5JhEz+xB6uRky5eyVu/W2HEg=
 github.com/jackc/pgservicefile v0.0.0-20240606120523-5a60cdf6a761 h1:iCEnooe7UlwOQYpKFhBabPMi4aNAfoODPEFNiAnClxo=
@@ -47,6 +51,8 @@ github.com/mattn/go-runewidth v0.0.16 h1:E5ScNMtiwvlvB5paMFdw9p4kSQzbXFikJ5SQO6T
 github.com/mattn/go-runewidth v0.0.16/go.mod h1:Jdepj2loyihRzMpdS35Xk/zdY8IAYHsh153qUoGf23w=
 github.com/mattn/go-sqlite3 v1.14.22 h1:2gZY6PC6kBnID23Tichd1K+Z0oS6nE/XwU+Vz/5o4kU=
 github.com/mattn/go-sqlite3 v1.14.22/go.mod h1:Uh1q+B4BYcTPb+yiD3kU8Ct7aC0hY9fxUwlHK0RXw+Y=
+github.com/microcosm-cc/bluemonday v1.0.27 h1:MpEUotklkwCSLeH+Qdx1VJgNqLlpY2KXwXFM08ygZfk=
+github.com/microcosm-cc/bluemonday v1.0.27/go.mod h1:jFi9vgW+H7c3V0lb6nR74Ib/DIB5OBs92Dimizgw2cA=
 github.com/minio/crc64nvme v1.1.1 h1:8dwx/Pz49suywbO+auHCBpCtlW1OfpcLN7wYgVR6wAI=
 github.com/minio/crc64nvme v1.1.1/go.mod h1:eVfm2fAzLlxMdUGc0EEBGSMmPwmXD5XiNRpnu9J3bvg=
 github.com/minio/md5-simd v1.1.2 h1:Gdi1DZK69+ZVMoNHRXJyNcxrMA4dSxoYHZSQbirFg34=
diff --git a/shrine/messages/auth.go b/shrine/messages/auth.go
new file mode 100644
index 0000000..0586fdc
--- /dev/null
+++ b/shrine/messages/auth.go
@@ -0,0 +1,24 @@
+package messages
+
+const (
+	InvalidRequestBody          = "Invalid request body."
+	InvalidUsernameOrPassword   = "Invalid username or password."
+	AccountBannedOrDisabled     = "Your account has been banned or disabled."
+	EmailNotVerified            = "Your email address has not been verified. Please check your inbox."
+	VerificationTokenRequired   = "Verification token is required."
+	VerificationLinkInvalid     = "Your verification link is invalid or has expired."
+	InvalidVerificationType     = "Invalid verification type."
+	AccountAlreadyVerified      = "This account has already been verified."
+	NoAccountWithEmail          = "No account exists with that email address."
+	UsernameAlreadyExists       = "An account with that username already exists."
+	EmailAlreadyExists          = "An account with that email address already exists."
+	AccountCreated              = "Your account has been created. Please check your email to verify your account."
+	EmailVerified               = "Your email has been verified successfully. You can now log in."
+	VerificationEmailSent       = "A new verification email has been sent. Please check your inbox."
+	LoggedOut                   = "You have been logged out successfully."
+	FailedGenerateToken         = "Failed to generate verification token."
+	FailedStoreToken            = "Failed to store verification token."
+	FailedCreateSession         = "Failed to create session."
+	FailedVerifyAccount         = "Failed to verify your account."
+	FailedEndSession            = "Failed to end your session."
+)
\ No newline at end of file
diff --git a/shrine/messages/common.go b/shrine/messages/common.go
new file mode 100644
index 0000000..3401505
--- /dev/null
+++ b/shrine/messages/common.go
@@ -0,0 +1,5 @@
+package messages
+
+const (
+	AuditLogNotFound = "Audit log not found."
+)
\ No newline at end of file
diff --git a/shrine/messages/council.go b/shrine/messages/council.go
new file mode 100644
index 0000000..e871782
--- /dev/null
+++ b/shrine/messages/council.go
@@ -0,0 +1,26 @@
+package messages
+
+const (
+	UserNotFound           = "User not found."
+	CannotBanSelf          = "You cannot ban yourself."
+	CannotBanOwner         = "You cannot ban the owner."
+	CannotBanAdmin         = "Only the owner can ban an administrator."
+	CannotDisableSelf      = "You cannot disable yourself."
+	CannotDisableOwner     = "You cannot disable the owner."
+	CannotDisableAdmin     = "Only the owner can disable an administrator."
+	CannotChangeOwnRole    = "You cannot change your own role."
+	CannotChangeOwnerRole  = "You cannot change the owner's role."
+	OnlyOwnerAssignAdmin   = "Only the owner can assign the admin role."
+	InvalidRole            = "Invalid role."
+	InvalidDisabledUntil   = "Invalid disabled_until format. Use RFC3339."
+	NoChangesProvided      = "No changes provided."
+	OnlyOwnerChangeEmail   = "Only the owner can change email addresses."
+	InvalidUsername        = "Username must be 3-32 characters and can only contain letters, numbers, and underscores."
+	UsernameNotAvailable   = "This username is not available."
+	FailedBanUser          = "Failed to ban user."
+	FailedUnbanUser        = "Failed to unban user."
+	FailedDisableUser      = "Failed to disable user."
+	FailedEnableUser       = "Failed to enable user."
+	FailedChangeRole       = "Failed to change role."
+	FailedUpdateUser       = "Failed to update user."
+)
\ No newline at end of file
diff --git a/shrine/messages/letter.go b/shrine/messages/letter.go
new file mode 100644
index 0000000..2492c63
--- /dev/null
+++ b/shrine/messages/letter.go
@@ -0,0 +1,32 @@
+package messages
+
+const (
+	LetterNotFound              = "Letter not found."
+	MessageNotFound             = "Message not found."
+	MessageBodyRequired         = "Message body is required."
+	RecipientsRequired          = "At least one recipient is required."
+	RecipientsMax               = "Maximum 20 recipients allowed."
+	ValidRecipientRequired      = "At least one valid recipient is required."
+	SystemLetterNotReplyable    = "System letters are not replyable. To raise a concern, open a ticket."
+	SystemLetterNotRenameable   = "System letters cannot be renamed."
+	SystemLetterNotLeaveable    = "You cannot leave a system letter."
+	CannotEditOthersMessage     = "You can only edit your own messages."
+	CannotDeleteOthersMessage   = "You can only delete your own messages."
+	CannotRemoveSelf            = "You cannot remove yourself. Use leave instead."
+	OnlyOwnerCanRemove          = "Only the conversation owner can remove participants."
+	UserNotInConversation       = "User is not in this conversation."
+	TitleTooLong                = "Title must be 200 characters or less."
+	FileRequired                = "File is required."
+	FailedCreateLetter          = "Failed to create letter."
+	FailedSendMessage           = "Failed to send message."
+	FailedEditMessage           = "Failed to edit message."
+	FailedDeleteMessage         = "Failed to delete message."
+	FailedRenameLetter          = "Failed to rename letter."
+	FailedLeaveLetter           = "Failed to leave letter."
+	FailedRemoveParticipant     = "Failed to remove participant."
+	FailedReadFile              = "Failed to read file."
+	FailedSaveAttachment        = "Failed to save attachment."
+	FailedUploadFile            = "Failed to upload file."
+	LetterRenamed               = "Letter renamed."
+	LeftConversation            = "You have left the conversation."
+)
\ No newline at end of file
diff --git a/shrine/messages/ticket.go b/shrine/messages/ticket.go
new file mode 100644
index 0000000..aa9021e
--- /dev/null
+++ b/shrine/messages/ticket.go
@@ -0,0 +1,19 @@
+package messages
+
+const (
+	TicketNotFound          = "Ticket not found."
+	TicketClosed            = "This ticket is closed."
+	InvalidCategory         = "Invalid category."
+	InvalidPriority         = "Invalid priority."
+	InvalidStatus           = "Invalid status."
+	SubjectRequired         = "Subject must be between 1 and 200 characters."
+	CategoryNameRequired    = "Category name is required."
+	CategoryNotFound        = "Category not found."
+	AssigneeNotFound        = "Assignee not found."
+	FailedCreateTicket      = "Failed to create ticket."
+	FailedSendReply         = "Failed to send reply."
+	FailedUpdateTicket      = "Failed to update ticket."
+	FailedCreateCategory    = "Failed to create category."
+	FailedUpdateCategory    = "Failed to update category."
+	FailedDeleteCategory    = "Failed to delete category."
+)
\ No newline at end of file
diff --git a/shrine/messages/warning.go b/shrine/messages/warning.go
new file mode 100644
index 0000000..d29a34b
--- /dev/null
+++ b/shrine/messages/warning.go
@@ -0,0 +1,13 @@
+package messages
+
+const (
+	CannotWarnSelf         = "You cannot warn yourself."
+	CannotWarnOwner        = "You cannot warn the owner."
+	CannotWarnAdmin        = "Only the owner can warn an administrator."
+	WarningTitleRequired   = "Warning title is required."
+	WarningMessageRequired = "Warning message is required."
+	WarningNotFound        = "Warning not found."
+	WarningAlreadyInactive = "Warning is already inactive."
+	FailedCreateWarning    = "Failed to create warning."
+	FailedDeactivateWarn   = "Failed to deactivate warning."
+)
\ No newline at end of file
diff --git a/shrine/models/audit.go b/shrine/models/audit.go
new file mode 100644
index 0000000..03ee299
--- /dev/null
+++ b/shrine/models/audit.go
@@ -0,0 +1,38 @@
+package models
+
+import (
+	"shrine/types/audit"
+	"time"
+)
+
+type AuditLog struct {
+	ID         uint      `gorm:"primaryKey;autoIncrement"`
+	SystemRef  string    `gorm:"size:20;uniqueIndex"`
+	ActorID    uint      `gorm:"index;not null"`
+	Actor      User      `gorm:"foreignKey:ActorID"`
+	Action     string    `gorm:"size:50;index;not null"`
+	TargetType string    `gorm:"size:30"`
+	TargetRef  string    `gorm:"size:100"`
+	Summary    string    `gorm:"size:500"`
+	Details    string    `gorm:"type:text"`
+	CreatedAt  time.Time `gorm:"index"`
+}
+
+func (self *AuditLog) ToResponse() audit.AuditLogResponse {
+	return audit.AuditLogResponse{
+		SystemRef:  self.SystemRef,
+		Actor:      self.Actor.Username,
+		Action:     self.Action,
+		TargetType: self.TargetType,
+		TargetRef:  self.TargetRef,
+		Summary:    self.Summary,
+		CreatedAt:  self.CreatedAt,
+	}
+}
+
+func (self *AuditLog) ToDetailResponse() audit.DetailResponse {
+	return audit.DetailResponse{
+		AuditLogResponse: self.ToResponse(),
+		Details:          self.Details,
+	}
+}
\ No newline at end of file
diff --git a/shrine/models/letter.go b/shrine/models/letter.go
new file mode 100644
index 0000000..f74de66
--- /dev/null
+++ b/shrine/models/letter.go
@@ -0,0 +1,125 @@
+package models
+
+import (
+	"shrine/types/letter"
+	"shrine/utils/crypto"
+	"shrine/utils/storage"
+	"time"
+
+	"gorm.io/gorm"
+)
+
+type Letter struct {
+	gorm.Model
+	Ref       string `gorm:"size:12;uniqueIndex;not null"`
+	Title     string `gorm:"size:200"`
+	IsSystem  bool   `gorm:"not null;default:false"`
+	SystemRef string `gorm:"size:20;index"`
+	CreatorID *uint  `gorm:"index"`
+	Creator   *User  `gorm:"foreignKey:CreatorID"`
+}
+
+type LetterParticipant struct {
+	gorm.Model
+	LetterID   uint       `gorm:"uniqueIndex:idx_letter_user;not null"`
+	Letter     Letter     `gorm:"foreignKey:LetterID"`
+	UserID     uint       `gorm:"uniqueIndex:idx_letter_user;index;not null"`
+	User       User       `gorm:"foreignKey:UserID"`
+	Role       string     `gorm:"size:10;not null;default:member"`
+	LastReadAt *time.Time
+}
+
+type LetterMessage struct {
+	gorm.Model
+	Ref         string             `gorm:"size:12;uniqueIndex;not null"`
+	LetterID    uint               `gorm:"index;not null"`
+	Letter      Letter             `gorm:"foreignKey:LetterID"`
+	SenderID    *uint              `gorm:"index"`
+	Sender      *User              `gorm:"foreignKey:SenderID"`
+	Body        string             `gorm:"type:text"`
+	Attachments []LetterAttachment `gorm:"foreignKey:MessageID"`
+	EditedAt    *time.Time
+}
+
+type LetterAttachment struct {
+	gorm.Model
+	Ref         string `gorm:"size:12;uniqueIndex;not null"`
+	MessageID   *uint  `gorm:"index"`
+	UploaderID  uint   `gorm:"index;not null"`
+	FileName    string `gorm:"size:255;not null"`
+	FilePath    string `gorm:"size:512;not null"`
+	FileSize    int64  `gorm:"not null"`
+	ContentType string `gorm:"size:100;not null"`
+}
+
+func (self *Letter) BeforeCreate(tx *gorm.DB) error {
+	if self.Ref == "" {
+		self.Ref = crypto.Ref()
+	}
+	return nil
+}
+
+func (self *LetterMessage) BeforeCreate(tx *gorm.DB) error {
+	if self.Ref == "" {
+		self.Ref = crypto.Ref()
+	}
+	return nil
+}
+
+func (self *LetterAttachment) BeforeCreate(tx *gorm.DB) error {
+	if self.Ref == "" {
+		self.Ref = crypto.Ref()
+	}
+	return nil
+}
+
+func (self *LetterParticipant) ToResponse() letter.ParticipantResponse {
+	return letter.ParticipantResponse{
+		Username:    self.User.Username,
+		DisplayName: self.User.DisplayName,
+		AvatarURL:   storage.ResolveCDN(self.User.AvatarURL),
+		Role:        self.Role,
+	}
+}
+
+func (self *LetterAttachment) ToResponse() letter.AttachmentResponse {
+	return letter.AttachmentResponse{
+		Ref:         self.Ref,
+		FileName:    self.FileName,
+		URL:         storage.ResolveCDN(self.FilePath),
+		FileSize:    self.FileSize,
+		ContentType: self.ContentType,
+	}
+}
+
+func (self *LetterMessage) ToResponse() letter.MessageResponse {
+	response := letter.MessageResponse{
+		Ref:       self.Ref,
+		Body:      self.Body,
+		EditedAt:  self.EditedAt,
+		CreatedAt: self.CreatedAt,
+		Deleted:   self.DeletedAt.Valid,
+	}
+
+	if self.IsDeleted() {
+		response.Body = ""
+		response.Attachments = []letter.AttachmentResponse{}
+	} else {
+		attachments := make([]letter.AttachmentResponse, len(self.Attachments))
+		for index, attach := range self.Attachments {
+			attachments[index] = attach.ToResponse()
+		}
+		response.Attachments = attachments
+	}
+
+	if self.Sender != nil {
+		summary := self.Sender.ToSummary()
+		response.Sender = &summary
+	}
+
+	return response
+}
+
+func (self *LetterMessage) IsDeleted() bool {
+	return self.DeletedAt.Valid
+}
\ No newline at end of file
diff --git a/shrine/models/ticket.go b/shrine/models/ticket.go
new file mode 100644
index 0000000..363a987
--- /dev/null
+++ b/shrine/models/ticket.go
@@ -0,0 +1,101 @@
+package models
+
+import (
+	"shrine/types/ticket"
+	"shrine/utils/crypto"
+
+	"gorm.io/gorm"
+)
+
+type TicketCategory struct {
+	gorm.Model
+	Ref         string `gorm:"size:12;uniqueIndex;not null"`
+	Name        string `gorm:"size:100;not null;uniqueIndex"`
+	Description string `gorm:"size:500"`
+	SortOrder   uint   `gorm:"not null;default:0"`
+}
+
+type Ticket struct {
+	gorm.Model
+	Ref        string         `gorm:"size:12;uniqueIndex;not null"`
+	UserID     uint           `gorm:"index;not null"`
+	User       User           `gorm:"foreignKey:UserID"`
+	CategoryID uint           `gorm:"index;not null"`
+	Category   TicketCategory `gorm:"foreignKey:CategoryID"`
+	AssigneeID *uint          `gorm:"index"`
+	Assignee   *User          `gorm:"foreignKey:AssigneeID"`
+	Subject    string         `gorm:"size:200;not null"`
+	Priority   string         `gorm:"size:10;not null;default:low"`
+	Status     string         `gorm:"size:20;not null;default:open"`
+}
+
+type TicketMessage struct {
+	gorm.Model
+	Ref      string `gorm:"size:12;uniqueIndex;not null"`
+	TicketID uint   `gorm:"index;not null"`
+	Ticket   Ticket `gorm:"foreignKey:TicketID"`
+	SenderID uint   `gorm:"not null"`
+	Sender   User   `gorm:"foreignKey:SenderID"`
+	Body     string `gorm:"type:text;not null"`
+	IsStaff  bool   `gorm:"not null;default:false"`
+}
+
+func (self *TicketCategory) BeforeCreate(tx *gorm.DB) error {
+	if self.Ref == "" {
+		self.Ref = crypto.Ref()
+	}
+	return nil
+}
+
+func (self *Ticket) BeforeCreate(tx *gorm.DB) error {
+	if self.Ref == "" {
+		self.Ref = crypto.Ref()
+	}
+	return nil
+}
+
+func (self *TicketMessage) BeforeCreate(tx *gorm.DB) error {
+	if self.Ref == "" {
+		self.Ref = crypto.Ref()
+	}
+	return nil
+}
+
+func (self *TicketCategory) ToResponse() ticket.CategoryResponse {
+	return ticket.CategoryResponse{
+		Ref:         self.Ref,
+		Name:        self.Name,
+		Description: self.Description,
+		SortOrder:   self.SortOrder,
+	}
+}
+
+func (self *Ticket) ToResponse() ticket.TicketResponse {
+	response := ticket.TicketResponse{
+		Ref:       self.Ref,
+		Subject:   self.Subject,
+		Category:  self.Category.ToResponse(),
+		Priority:  self.Priority,
+		Status:    self.Status,
+		User:      self.User.ToSummary(),
+		CreatedAt: self.CreatedAt,
+		UpdatedAt: self.UpdatedAt,
+	}
+
+	if self.Assignee != nil {
+		summary := self.Assignee.ToSummary()
+		response.Assignee = &summary
+	}
+
+	return response
+}
+
+func (self *TicketMessage) ToResponse() ticket.MessageResponse {
+	return ticket.MessageResponse{
+		Ref:       self.Ref,
+		Sender:    self.Sender.ToSummary(),
+		Body:      self.Body,
+		IsStaff:   self.IsStaff,
+		CreatedAt: self.CreatedAt,
+	}
+}
\ No newline at end of file
diff --git a/shrine/models/token.go b/shrine/models/token.go
index 2c25c4e..045f20d 100644
--- a/shrine/models/token.go
+++ b/shrine/models/token.go
@@ -16,10 +16,6 @@ type Token struct {
 	UserAgent string `gorm:"size:512"`
 }
 
-func (token *Token) IsExpired() bool {
-	return time.Now().After(token.ExpiresAt)
-}
-
 func (token *Token) BeforeCreate(tx *gorm.DB) error {
 	if token.TokenHash == "" {
 		return gorm.ErrInvalidData
diff --git a/shrine/models/user.go b/shrine/models/user.go
index 7f0d9d1..a4311e2 100644
--- a/shrine/models/user.go
+++ b/shrine/models/user.go
@@ -3,7 +3,7 @@ package models
 import (
 	"errors"
 	"shrine/enums"
-	"shrine/types"
+	"shrine/types/user"
 	"shrine/utils/storage"
 	"shrine/utils/validators"
 	"strings"
@@ -18,33 +18,37 @@ type User struct {
 	Username        string         `gorm:"uniqueIndex;size:32;not null"`
 	Email           string         `gorm:"uniqueIndex;size:255;not null"`
 	PasswordHash    string         `gorm:"size:255;not null"`
-	DisplayName     string         `gorm:"size:50;not null"`
-	Bio             string         `gorm:"size:500"`
-	Birthday        *time.Time
-	AvatarURL       string         `gorm:"size:512;not null;default:defaults/avatar.png"`
-	BlinkieURL      string         `gorm:"size:512"`
-	Website         string         `gorm:"size:255"`
-	Location        string         `gorm:"size:100"`
-	Pronouns        string         `gorm:"size:50"`
-	Signature       string         `gorm:"size:500"`
-	Role            enums.UserRole `gorm:"size:20;not null;default:member"`
-	EmailVerified      bool       `gorm:"not null;default:false"`
-	VerificationHash   string     `gorm:"size:64"`
+	DisplayName string         `gorm:"size:50;not null"`
+	Bio         string         `gorm:"size:500"`
+	Birthday    *time.Time
+	AvatarURL   string         `gorm:"size:512;not null;default:defaults/avatar.png"`
+	BlinkieURL  string         `gorm:"size:512"`
+	Website     string         `gorm:"size:255"`
+	Location    string         `gorm:"size:100"`
+	Pronouns    string         `gorm:"size:50"`
+	Signature   string         `gorm:"size:500"`
+	Jade        uint64         `gorm:"not null;default:0"`
+	Honor       uint64         `gorm:"not null;default:0"`
+	Role            enums.UserRole         `gorm:"size:20;not null;default:member"`
+	EmailVerified      bool                `gorm:"not null;default:false"`
+	VerificationHash   string              `gorm:"size:64"`
 	VerificationExpiry *time.Time
 	VerificationType   enums.VerificationType `gorm:"size:20"`
-	AccountBanned      bool       `gorm:"not null;default:false"`
+	AccountBanned   bool       `gorm:"not null;default:false"`
 	BannedAt        *time.Time
-	BannedReason    string `gorm:"size:500"`
-	BannedBy        *uint  `gorm:"index"`
-	AccountDisabled bool   `gorm:"not null;default:false"`
+	BannedReason    string     `gorm:"size:500"`
+	BannedBy        *uint      `gorm:"index"`
+	AccountDisabled bool       `gorm:"not null;default:false"`
 	DisabledAt      *time.Time
-	DisabledReason  string `gorm:"size:500"`
-	DisabledBy      *uint  `gorm:"index"`
+	DisabledReason  string     `gorm:"size:500"`
+	DisabledBy      *uint      `gorm:"index"`
+	DisabledUntil   *time.Time
+	WarningCount    uint       `gorm:"not null;default:0"`
 	LastSeenAt      *time.Time
-	RegistrationIP  string `gorm:"size:45"`
+	RegistrationIP  string     `gorm:"size:45"`
 }
 
-func (user *User) SetPassword(password string) error {
+func (self *User) SetPassword(password string) error {
 	if len(password) < 8 {
 		return errors.New("Password must be at least 8 characters.")
 	}
@@ -55,146 +59,151 @@ func (user *User) SetPassword(password string) error {
 	if err != nil {
 		return err
 	}
-	user.PasswordHash = string(hash)
+	self.PasswordHash = string(hash)
 	return nil
 }
 
-func (user *User) CheckPassword(password string) bool {
-	return bcrypt.CompareHashAndPassword([]byte(user.PasswordHash), []byte(password)) == nil
+func (self *User) CheckPassword(password string) bool {
+	return bcrypt.CompareHashAndPassword([]byte(self.PasswordHash), []byte(password)) == nil
 }
 
-func (user *User) IsOwner() bool {
-	return user.Role == enums.Owner
+func (self *User) IsOwner() bool {
+	return self.Role == enums.Owner
 }
 
-func (user *User) IsAdmin() bool {
-	return user.Role == enums.Admin || user.IsOwner()
+func (self *User) IsAdmin() bool {
+	return self.Role == enums.Admin || self.IsOwner()
 }
 
-func (user *User) IsModerator() bool {
-	return user.Role == enums.Moderator
+func (self *User) IsModerator() bool {
+	return self.Role == enums.Moderator
 }
 
-func (user *User) IsStaff() bool {
-	return user.IsAdmin() || user.IsModerator()
+func (self *User) IsStaff() bool {
+	return self.IsAdmin() || self.IsModerator()
 }
 
-func (user *User) IsBanned() bool {
-	return user.AccountBanned
+func (self *User) CanAuthenticate() bool {
+	return !self.AccountBanned && !self.AccountDisabled
 }
 
-func (user *User) IsDisabled() bool {
-	return user.AccountDisabled
-}
-
-func (user *User) CanAuthenticate() bool {
-	return !user.AccountBanned && !user.AccountDisabled
-}
-
-func (user *User) IsVerified() bool {
-	return user.EmailVerified
-}
-
-func (user *User) SetVerification(hash string, expiry time.Time, verificationType enums.VerificationType) {
-	user.VerificationHash = hash
-	user.VerificationExpiry = &expiry
-	user.VerificationType = verificationType
-}
-
-func (user *User) VerifyEmail() {
-	user.EmailVerified = true
-	user.VerificationHash = ""
-	user.VerificationExpiry = nil
-	user.VerificationType = ""
-}
+func (self *User) ClearExpiredDisable() bool {
+	if !self.AccountDisabled || self.DisabledUntil == nil || !self.DisabledUntil.Before(time.Now()) {
+		return false
+	}
 
-func (user *User) ToResponse() types.UserResponse {
-	return types.UserResponse{
-		Username:    user.Username,
-		Email:       user.Email,
-		DisplayName: user.DisplayName,
-		Bio:         user.Bio,
-		Birthday:    user.Birthday,
-		AvatarURL:   storage.ResolveCDN(user.AvatarURL),
-		BlinkieURL:  storage.ResolveCDN(user.BlinkieURL),
-		Website:     user.Website,
-		Location:    user.Location,
-		Pronouns:    user.Pronouns,
-		Signature:   user.Signature,
-		Role:        string(user.Role),
-		CreatedAt:   user.CreatedAt,
+	self.AccountDisabled = false
+	self.DisabledAt = nil
+	self.DisabledReason = ""
+	self.DisabledBy = nil
+	self.DisabledUntil = nil
+	return true
+}
+
+func (self *User) IsVerified() bool {
+	return self.EmailVerified
+}
+
+func (self *User) SetVerification(hash string, expiry time.Time, verificationType enums.VerificationType) {
+	self.VerificationHash = hash
+	self.VerificationExpiry = &expiry
+	self.VerificationType = verificationType
+}
+
+func (self *User) VerifyEmail() {
+	self.EmailVerified = true
+	self.VerificationHash = ""
+	self.VerificationExpiry = nil
+	self.VerificationType = ""
+}
+
+func (self *User) ToResponse() user.UserResponse {
+	return user.UserResponse{
+		Username:    self.Username,
+		Email:       self.Email,
+		DisplayName: self.DisplayName,
+		Bio:         self.Bio,
+		Birthday:    self.Birthday,
+		AvatarURL:   storage.ResolveCDN(self.AvatarURL),
+		BlinkieURL:  storage.ResolveCDN(self.BlinkieURL),
+		Website:     self.Website,
+		Location:    self.Location,
+		Pronouns:    self.Pronouns,
+		Signature:   self.Signature,
+		Role:        string(self.Role),
+		CreatedAt:   self.CreatedAt,
 	}
 }
 
-func (user *User) ToAdminResponse() types.AdminUserResponse {
-	return types.AdminUserResponse{
-		Username:        user.Username,
-		Email:           user.Email,
-		DisplayName:     user.DisplayName,
-		AvatarURL:       storage.ResolveCDN(user.AvatarURL),
-		Role:            string(user.Role),
-		EmailVerified:   user.EmailVerified,
-		AccountBanned:   user.AccountBanned,
-		BannedReason:    user.BannedReason,
-		BannedAt:        user.BannedAt,
-		AccountDisabled: user.AccountDisabled,
-		DisabledReason:  user.DisabledReason,
-		DisabledAt:      user.DisabledAt,
-		LastSeenAt:      user.LastSeenAt,
-		CreatedAt:       user.CreatedAt,
+func (self *User) ToAdminResponse() user.AdminUserResponse {
+	return user.AdminUserResponse{
+		UserResponse:    self.ToResponse(),
+		Jade:            self.Jade,
+		Honor:           self.Honor,
+		EmailVerified:   self.EmailVerified,
+		WarningCount:    self.WarningCount,
+		AccountBanned:   self.AccountBanned,
+		BannedReason:    self.BannedReason,
+		BannedAt:        self.BannedAt,
+		AccountDisabled: self.AccountDisabled,
+		DisabledReason:  self.DisabledReason,
+		DisabledAt:      self.DisabledAt,
+		DisabledUntil:   self.DisabledUntil,
+		LastSeenAt:      self.LastSeenAt,
+		RegistrationIP:  self.RegistrationIP,
 	}
 }
 
-func (user *User) ToSummary() types.CitizenSummary {
-	return types.CitizenSummary{
-		Username:    user.Username,
-		DisplayName: user.DisplayName,
-		AvatarURL:   storage.ResolveCDN(user.AvatarURL),
+func (self *User) ToSummary() user.CitizenSummaryResponse {
+	return user.CitizenSummaryResponse{
+		Username:    self.Username,
+		DisplayName: self.DisplayName,
+		AvatarURL:   storage.ResolveCDN(self.AvatarURL),
 	}
 }
 
-func (user *User) BeforeCreate(tx *gorm.DB) error {
+func (self *User) BeforeCreate(tx *gorm.DB) error {
 	_, bypassUsername := tx.Get("bypass_username_validation")
 
 	if !bypassUsername {
-		if !validators.IsValidUsername(user.Username, 3) {
+		if !validators.IsValidUsername(self.Username, 3) {
 			return errors.New("Username must be 3-32 characters and can only contain letters, numbers, and underscores.")
 		}
-		if validators.IsReservedUsername(user.Username) {
+		if validators.IsReservedUsername(self.Username) {
 			return errors.New("This username is not available.")
 		}
 	}
 
-	if !validators.IsValidEmail(user.Email) {
+	if !validators.IsValidEmail(self.Email) {
 		return errors.New("Please enter a valid email address.")
 	}
 
-	if len(strings.TrimSpace(user.DisplayName)) < 1 || len(strings.TrimSpace(user.DisplayName)) > 50 {
+	if len(strings.TrimSpace(self.DisplayName)) < 1 || len(strings.TrimSpace(self.DisplayName)) > 50 {
 		return errors.New("Display name must be between 1 and 50 characters.")
 	}
 
-	if user.PasswordHash == "" {
+	if self.PasswordHash == "" {
 		return errors.New("Password is required.")
 	}
 
-	user.Email = strings.ToLower(strings.TrimSpace(user.Email))
-	user.DisplayName = strings.TrimSpace(user.DisplayName)
-	user.Username = strings.TrimSpace(user.Username)
+	self.Email = strings.ToLower(strings.TrimSpace(self.Email))
+	self.DisplayName = strings.TrimSpace(self.DisplayName)
+	self.Username = strings.TrimSpace(self.Username)
 
 	return nil
 }
 
-func (user *User) BeforeUpdate(tx *gorm.DB) error {
-	if !validators.IsValidEmail(user.Email) {
+func (self *User) BeforeUpdate(tx *gorm.DB) error {
+	if !validators.IsValidEmail(self.Email) {
 		return errors.New("Please enter a valid email address.")
 	}
 
-	if len(strings.TrimSpace(user.DisplayName)) < 1 || len(strings.TrimSpace(user.DisplayName)) > 50 {
+	if len(strings.TrimSpace(self.DisplayName)) < 1 || len(strings.TrimSpace(self.DisplayName)) > 50 {
 		return errors.New("Display name must be between 1 and 50 characters.")
 	}
 
-	user.Email = strings.ToLower(strings.TrimSpace(user.Email))
-	user.DisplayName = strings.TrimSpace(user.DisplayName)
+	self.Email = strings.ToLower(strings.TrimSpace(self.Email))
+	self.DisplayName = strings.TrimSpace(self.DisplayName)
 
 	return nil
 }
\ No newline at end of file
diff --git a/shrine/models/warning.go b/shrine/models/warning.go
new file mode 100644
index 0000000..12631a3
--- /dev/null
+++ b/shrine/models/warning.go
@@ -0,0 +1,30 @@
+package models
+
+import (
+	"shrine/types/warning"
+
+	"gorm.io/gorm"
+)
+
+type Warning struct {
+	gorm.Model
+	UserID    uint   `gorm:"index;not null"`
+	User      User   `gorm:"foreignKey:UserID"`
+	AdminID   uint   `gorm:"not null"`
+	Admin     User   `gorm:"foreignKey:AdminID"`
+	LetterID  uint   `gorm:"not null"`
+	Letter    Letter `gorm:"foreignKey:LetterID"`
+	SystemRef string `gorm:"size:20;uniqueIndex"`
+	Message   string `gorm:"type:text;not null"`
+	Active    bool   `gorm:"not null;default:true"`
+}
+
+func (self *Warning) ToResponse() warning.WarningResponse {
+	return warning.WarningResponse{
+		SystemRef: self.SystemRef,
+		Admin:     self.Admin.Username,
+		Message:   self.Message,
+		Active:    self.Active,
+		CreatedAt: self.CreatedAt,
+	}
+}
\ No newline at end of file
diff --git a/shrine/repositories/audit.go b/shrine/repositories/audit.go
new file mode 100644
index 0000000..bb15d83
--- /dev/null
+++ b/shrine/repositories/audit.go
@@ -0,0 +1,52 @@
+package repositories
+
+import (
+	"encoding/json"
+	"shrine/database"
+	"shrine/models"
+	"shrine/utils/crypto"
+	"shrine/utils/meta"
+)
+
+func LogAction(actorID uint, action string, targetType string, targetRef string, summary string, details any) string {
+	detailsJSON, _ := json.Marshal(details)
+	ref := crypto.SystemRef()
+
+	log := models.AuditLog{
+		SystemRef:  ref,
+		ActorID:    actorID,
+		Action:     action,
+		TargetType: targetType,
+		TargetRef:  targetRef,
+		Summary:    summary,
+		Details:    string(detailsJSON),
+	}
+
+	database.DB.Create(&log)
+	return ref
+}
+
+func ListAuditLogs(p meta.Pagination, action string, targetType string) ([]models.AuditLog, int64) {
+	var logs []models.AuditLog
+	var total int64
+
+	query := database.DB.Model(&models.AuditLog{})
+
+	if action != "" {
+		query = query.Where("action = ?", action)
+	}
+	if targetType != "" {
+		query = query.Where("target_type = ?", targetType)
+	}
+
+	query.Count(&total)
+	p.Apply(query.Order("created_at desc")).Preload("Actor").Find(&logs)
+
+	return logs, total
+}
+
+func FindAuditLogByRef(ref string) (*models.AuditLog, error) {
+	var log models.AuditLog
+	err := database.DB.Preload("Actor").Where("system_ref = ?", ref).First(&log).Error
+	return &log, err
+}
\ No newline at end of file
diff --git a/shrine/repositories/letter.go b/shrine/repositories/letter.go
new file mode 100644
index 0000000..b9c81aa
--- /dev/null
+++ b/shrine/repositories/letter.go
@@ -0,0 +1,263 @@
+package repositories
+
+import (
+	"shrine/database"
+	"shrine/models"
+	"shrine/utils/meta"
+	"time"
+
+	"gorm.io/gorm"
+)
+
+func CreateLetter(creatorID uint, title string, recipientIDs []uint, body string, attachmentRefs []string) (*models.Letter, error) {
+	var letter models.Letter
+	err := database.DB.Transaction(func(tx *gorm.DB) error {
+		letter = models.Letter{
+			Title:     title,
+			CreatorID: &creatorID,
+		}
+		if err := tx.Create(&letter).Error; err != nil {
+			return err
+		}
+
+		participants := make([]models.LetterParticipant, 0, len(recipientIDs)+1)
+		participants = append(participants, models.LetterParticipant{
+			LetterID: letter.ID,
+			UserID:   creatorID,
+			Role:     "owner",
+		})
+		for _, uid := range recipientIDs {
+			participants = append(participants, models.LetterParticipant{
+				LetterID: letter.ID,
+				UserID:   uid,
+			})
+		}
+		if err := tx.Create(&participants).Error; err != nil {
+			return err
+		}
+
+		msg := models.LetterMessage{
+			LetterID: letter.ID,
+			SenderID: &creatorID,
+			Body:     body,
+		}
+		if err := tx.Create(&msg).Error; err != nil {
+			return err
+		}
+
+		if len(attachmentRefs) > 0 {
+			tx.Model(&models.LetterAttachment{}).Where("ref IN ? AND uploader_id = ? AND message_id IS NULL", attachmentRefs, creatorID).Update("message_id", msg.ID)
+		}
+
+		return nil
+	})
+
+	return &letter, err
+}
+
+func CreateSystemLetter(recipientID uint, title string, body string, systemRef string) (*models.Letter, error) {
+	var letter models.Letter
+	err := database.DB.Transaction(func(tx *gorm.DB) error {
+		letter = models.Letter{
+			Title:     title,
+			IsSystem:  true,
+			SystemRef: systemRef,
+		}
+		if err := tx.Create(&letter).Error; err != nil {
+			return err
+		}
+
+		participant := models.LetterParticipant{
+			LetterID: letter.ID,
+			UserID:   recipientID,
+		}
+		if err := tx.Create(&participant).Error; err != nil {
+			return err
+		}
+
+		msg := models.LetterMessage{
+			LetterID: letter.ID,
+			Body:     body,
+		}
+		if err := tx.Create(&msg).Error; err != nil {
+			return err
+		}
+
+		return nil
+	})
+
+	return &letter, err
+}
+
+func FindLetterByRef(ref string) (*models.Letter, error) {
+	var letter models.Letter
+	err := database.DB.Where("ref = ?", ref).First(&letter).Error
+	return &letter, err
+}
+
+func IsLetterParticipant(letterID uint, userID uint) bool {
+	var count int64
+	database.DB.Model(&models.LetterParticipant{}).Where("letter_id = ? AND user_id = ?", letterID, userID).Count(&count)
+	return count > 0
+}
+
+func GetLetterParticipants(letterID uint) []models.LetterParticipant {
+	var participants []models.LetterParticipant
+	database.DB.Where("letter_id = ?", letterID).Preload("User").Find(&participants)
+	return participants
+}
+
+func GetLetterMessages(letterID uint, p meta.Pagination) ([]models.LetterMessage, int64) {
+	var messages []models.LetterMessage
+	var total int64
+
+	query := database.DB.Unscoped().Model(&models.LetterMessage{}).Where("letter_id = ?", letterID)
+	query.Count(&total)
+	p.Apply(query.Order("created_at asc")).Preload("Sender").Preload("Attachments").Find(&messages)
+
+	return messages, total
+}
+
+func ListLettersForUser(userID uint, p meta.Pagination) ([]models.Letter, int64) {
+	var letters []models.Letter
+	var total int64
+
+	subQuery := database.DB.Model(&models.LetterParticipant{}).Select("letter_id").Where("user_id = ?", userID)
+	query := database.DB.Model(&models.Letter{}).Where("id IN (?)", subQuery)
+
+	query.Count(&total)
+	p.Apply(query.Order("updated_at desc")).Find(&letters)
+
+	return letters, total
+}
+
+func GetLastMessage(letterID uint) *models.LetterMessage {
+	var msg models.LetterMessage
+	err := database.DB.Where("letter_id = ?", letterID).Preload("Sender").Preload("Attachments").Order("created_at desc").First(&msg).Error
+	if err != nil {
+		return nil
+	}
+	return &msg
+}
+
+func GetParticipantRecord(letterID uint, userID uint) (*models.LetterParticipant, error) {
+	var p models.LetterParticipant
+	err := database.DB.Where("letter_id = ? AND user_id = ?", letterID, userID).First(&p).Error
+	return &p, err
+}
+
+func UpdateLastRead(letterID uint, userID uint) {
+	now := time.Now()
+	database.DB.Model(&models.LetterParticipant{}).Where("letter_id = ? AND user_id = ?", letterID, userID).Update("last_read_at", now)
+}
+
+func SendMessage(letterID uint, senderID uint, body string, attachmentRefs []string) (*models.LetterMessage, error) {
+	var msg models.LetterMessage
+	err := database.DB.Transaction(func(tx *gorm.DB) error {
+		msg = models.LetterMessage{
+			LetterID: letterID,
+			SenderID: &senderID,
+			Body:     body,
+		}
+		if err := tx.Create(&msg).Error; err != nil {
+			return err
+		}
+
+		if len(attachmentRefs) > 0 {
+			tx.Model(&models.LetterAttachment{}).Where("ref IN ? AND uploader_id = ? AND message_id IS NULL", attachmentRefs, senderID).Update("message_id", msg.ID)
+		}
+
+		tx.Model(&models.Letter{}).Where("id = ?", letterID).Update("updated_at", time.Now())
+
+		return nil
+	})
+
+	if err == nil {
+		database.DB.Preload("Sender").Preload("Attachments").First(&msg, msg.ID)
+	}
+
+	return &msg, err
+}
+
+func FindMessageByRef(ref string) (*models.LetterMessage, error) {
+	var msg models.LetterMessage
+	err := database.DB.Preload("Sender").Preload("Attachments").Where("ref = ?", ref).First(&msg).Error
+	return &msg, err
+}
+
+func EditMessage(msg *models.LetterMessage, body string) error {
+	now := time.Now()
+	msg.Body = body
+	msg.EditedAt = &now
+	return database.DB.Save(msg).Error
+}
+
+func DeleteMessage(msg *models.LetterMessage) error {
+	for _, a := range msg.Attachments {
+		database.DB.Delete(&a)
+	}
+	return database.DB.Delete(msg).Error
+}
+
+func RenameLetter(letter *models.Letter, title string) error {
+	letter.Title = title
+	return database.DB.Save(letter).Error
+}
+
+func LeaveLetter(letterID uint, userID uint) error {
+	return database.DB.Where("letter_id = ? AND user_id = ?", letterID, userID).Delete(&models.LetterParticipant{}).Error
+}
+
+func RemoveParticipant(letterID uint, userID uint) error {
+	return database.DB.Where("letter_id = ? AND user_id = ?", letterID, userID).Delete(&models.LetterParticipant{}).Error
+}
+
+func GetLetterParticipantCount(letterID uint) int64 {
+	var count int64
+	database.DB.Model(&models.LetterParticipant{}).Where("letter_id = ?", letterID).Count(&count)
+	return count
+}
+
+func IsLetterOwner(letterID uint, userID uint) bool {
+	var count int64
+	database.DB.Model(&models.LetterParticipant{}).Where("letter_id = ? AND user_id = ? AND role = ?", letterID, userID, "owner").Count(&count)
+	return count > 0
+}
+
+func UpdateAttachmentPath(attachment *models.LetterAttachment) error {
+	return database.DB.Save(attachment).Error
+}
+
+func FindExistingDM(userID uint, recipientID uint) *models.Letter {
+	var participant models.LetterParticipant
+	subQuery := database.DB.Model(&models.LetterParticipant{}).Select("letter_id").Where("user_id = ?", recipientID)
+	err := database.DB.Where("user_id = ? AND letter_id IN (?)", userID, subQuery).First(&participant).Error
+	if err != nil {
+		return nil
+	}
+
+	count := GetLetterParticipantCount(participant.LetterID)
+	if count != 2 {
+		return nil
+	}
+
+	var letter models.Letter
+	if err := database.DB.Where("id = ? AND is_system = ?", participant.LetterID, false).First(&letter).Error; err != nil {
+		return nil
+	}
+
+	return &letter
+}
+
+func UploadAttachment(uploaderID uint, attachment *models.LetterAttachment) error {
+	attachment.UploaderID = uploaderID
+	return database.DB.Create(attachment).Error
+}
+
+func DeleteOrphanedAttachments() {
+	var attachments []models.LetterAttachment
+	database.DB.Where("message_id IS NULL AND created_at < ?", time.Now().Add(-24*time.Hour)).Find(&attachments)
+	for _, a := range attachments {
+		database.DB.Delete(&a)
+	}
+}
\ No newline at end of file
diff --git a/shrine/repositories/ticket.go b/shrine/repositories/ticket.go
new file mode 100644
index 0000000..c3c9d8c
--- /dev/null
+++ b/shrine/repositories/ticket.go
@@ -0,0 +1,92 @@
+package repositories
+
+import (
+	"shrine/database"
+	"shrine/models"
+	"shrine/utils/meta"
+)
+
+func CreateTicketCategory(category *models.TicketCategory) error {
+	return database.DB.Create(category).Error
+}
+
+func UpdateTicketCategory(category *models.TicketCategory) error {
+	return database.DB.Save(category).Error
+}
+
+func DeleteTicketCategory(category *models.TicketCategory) error {
+	return database.DB.Delete(category).Error
+}
+
+func ListTicketCategories() []models.TicketCategory {
+	var categories []models.TicketCategory
+	database.DB.Order("sort_order asc").Find(&categories)
+	return categories
+}
+
+func FindTicketCategoryByRef(ref string) (*models.TicketCategory, error) {
+	var category models.TicketCategory
+	err := database.DB.Where("ref = ?", ref).First(&category).Error
+	return &category, err
+}
+
+func CreateTicket(ticket *models.Ticket, body string) error {
+	if err := database.DB.Create(ticket).Error; err != nil {
+		return err
+	}
+	msg := models.TicketMessage{
+		TicketID: ticket.ID,
+		SenderID: ticket.UserID,
+		Body:     body,
+	}
+	return database.DB.Create(&msg).Error
+}
+
+func FindTicketByRef(ref string) (*models.Ticket, error) {
+	var ticket models.Ticket
+	err := database.DB.Preload("User").Preload("Category").Preload("Assignee").Where("ref = ?", ref).First(&ticket).Error
+	return &ticket, err
+}
+
+func ListTicketsForUser(userID uint, p meta.Pagination) ([]models.Ticket, int64) {
+	var tickets []models.Ticket
+	var total int64
+
+	query := database.DB.Model(&models.Ticket{}).Where("user_id = ?", userID)
+	query.Count(&total)
+	p.Apply(query.Order("updated_at desc")).Preload("User").Preload("Category").Preload("Assignee").Find(&tickets)
+
+	return tickets, total
+}
+
+func ListAllTickets(p meta.Pagination, status string, priority string) ([]models.Ticket, int64) {
+	var tickets []models.Ticket
+	var total int64
+
+	query := database.DB.Model(&models.Ticket{})
+	if status != "" {
+		query = query.Where("status = ?", status)
+	}
+	if priority != "" {
+		query = query.Where("priority = ?", priority)
+	}
+
+	query.Count(&total)
+	p.Apply(query.Order("updated_at desc")).Preload("User").Preload("Category").Preload("Assignee").Find(&tickets)
+
+	return tickets, total
+}
+
+func GetTicketMessages(ticketID uint) []models.TicketMessage {
+	var messages []models.TicketMessage
+	database.DB.Where("ticket_id = ?", ticketID).Preload("Sender").Order("created_at asc").Find(&messages)
+	return messages
+}
+
+func CreateTicketMessage(msg *models.TicketMessage) error {
+	return database.DB.Create(msg).Error
+}
+
+func UpdateTicket(ticket *models.Ticket) error {
+	return database.DB.Save(ticket).Error
+}
\ No newline at end of file
diff --git a/shrine/repositories/warning.go b/shrine/repositories/warning.go
new file mode 100644
index 0000000..6cbd776
--- /dev/null
+++ b/shrine/repositories/warning.go
@@ -0,0 +1,93 @@
+package repositories
+
+import (
+	"shrine/database"
+	"shrine/models"
+	"shrine/utils/crypto"
+	"shrine/utils/meta"
+
+	"gorm.io/gorm"
+)
+
+func CreateWarning(adminID uint, userID uint, title string, message string) (*models.Warning, error) {
+	var warning models.Warning
+	ref := crypto.SystemRef()
+
+	err := database.DB.Transaction(func(tx *gorm.DB) error {
+		letter := models.Letter{
+			Title:     title,
+			IsSystem:  true,
+			SystemRef: ref,
+		}
+		if err := tx.Create(&letter).Error; err != nil {
+			return err
+		}
+
+		participant := models.LetterParticipant{
+			LetterID: letter.ID,
+			UserID:   userID,
+		}
+		if err := tx.Create(&participant).Error; err != nil {
+			return err
+		}
+
+		msg := models.LetterMessage{
+			LetterID: letter.ID,
+			Body:     message,
+		}
+		if err := tx.Create(&msg).Error; err != nil {
+			return err
+		}
+
+		warning = models.Warning{
+			UserID:    userID,
+			AdminID:   adminID,
+			LetterID:  letter.ID,
+			SystemRef: ref,
+			Message:   message,
+		}
+		if err := tx.Create(&warning).Error; err != nil {
+			return err
+		}
+
+		if err := tx.Model(&models.User{}).Where("id = ?", userID).Update("warning_count", gorm.Expr("warning_count + 1")).Error; err != nil {
+			return err
+		}
+
+		return nil
+	})
+
+	return &warning, err
+}
+
+func DeactivateWarning(warning *models.Warning) error {
+	return database.DB.Transaction(func(tx *gorm.DB) error {
+		warning.Active = false
+		if err := tx.Save(warning).Error; err != nil {
+			return err
+		}
+
+		if err := tx.Model(&models.User{}).Where("id = ? AND warning_count > 0", warning.UserID).Update("warning_count", gorm.Expr("warning_count - 1")).Error; err != nil {
+			return err
+		}
+
+		return nil
+	})
+}
+
+func ListWarningsForUser(userID uint, p meta.Pagination) ([]models.Warning, int64) {
+	var warnings []models.Warning
+	var total int64
+
+	query := database.DB.Model(&models.Warning{}).Where("user_id = ?", userID)
+	query.Count(&total)
+	p.Apply(query.Order("created_at desc")).Preload("Admin").Find(&warnings)
+
+	return warnings, total
+}
+
+func FindWarningByRef(ref string) (*models.Warning, error) {
+	var warning models.Warning
+	err := database.DB.Preload("Admin").Where("system_ref = ?", ref).First(&warning).Error
+	return &warning, err
+}
\ No newline at end of file
diff --git a/shrine/router/auth.go b/shrine/router/auth.go
index 0c625fe..a7ef54b 100644
--- a/shrine/router/auth.go
+++ b/shrine/router/auth.go
@@ -2,7 +2,7 @@ package router
 
 import (
 	"shrine/controllers"
-	"shrine/types"
+	"shrine/enums"
 	"shrine/utils/auth"
 	"shrine/utils/urls"
 )
@@ -10,11 +10,11 @@ import (
 func init() {
 	urls.SetNamespace("auth")
 
-	urls.Path(types.POST, "/register", controllers.RegisterController, "register")
-	urls.Path(types.POST, "/login", controllers.LoginController, "login")
-	urls.Path(types.POST, "/verify", controllers.VerifyController, "verify")
-	urls.Path(types.POST, "/reactivate", controllers.ResendActivationController, "reactivate")
-	urls.Path(types.POST, "/logout", auth.RequireAuthentication(controllers.LogoutController), "logout")
-	urls.Path(types.GET, "/me", auth.RequireAuthentication(controllers.MeController), "me")
-	urls.Path(types.POST, "/heartbeat", auth.RequireAuthentication(controllers.HeartbeatController), "heartbeat")
+	urls.Path(enums.POST, "/register", controllers.RegisterController, "register")
+	urls.Path(enums.POST, "/login", controllers.LoginController, "login")
+	urls.Path(enums.POST, "/verify", controllers.VerifyController, "verify")
+	urls.Path(enums.POST, "/reactivate", controllers.ResendActivationController, "reactivate")
+	urls.Path(enums.POST, "/logout", auth.RequireAuthentication(controllers.LogoutController), "logout")
+	urls.Path(enums.GET, "/me", auth.RequireAuthentication(controllers.MeController), "me")
+	urls.Path(enums.POST, "/heartbeat", auth.RequireAuthentication(controllers.HeartbeatController), "heartbeat")
 }
\ No newline at end of file
diff --git a/shrine/router/council.go b/shrine/router/council.go
index 99f466d..2eb96b4 100644
--- a/shrine/router/council.go
+++ b/shrine/router/council.go
@@ -2,7 +2,7 @@ package router
 
 import (
 	"shrine/controllers"
-	"shrine/types"
+	"shrine/enums"
 	"shrine/utils/auth"
 	"shrine/utils/urls"
 )
@@ -10,11 +10,28 @@ import (
 func init() {
 	urls.SetNamespace("council")
 
-	urls.Path(types.GET, "/users", auth.RequireStaff(controllers.ListUsersController), "users")
-	urls.Path(types.GET, "/users/:username", auth.RequireStaff(controllers.GetUserController), "user")
-	urls.Path(types.POST, "/users/:username/ban", auth.RequireStaff(controllers.BanUserController), "ban")
-	urls.Path(types.POST, "/users/:username/unban", auth.RequireStaff(controllers.UnbanUserController), "unban")
-	urls.Path(types.POST, "/users/:username/disable", auth.RequireStaff(controllers.DisableUserController), "disable")
-	urls.Path(types.POST, "/users/:username/enable", auth.RequireStaff(controllers.EnableUserController), "enable")
-	urls.Path(types.POST, "/users/:username/role", auth.RequireAdmin(controllers.ChangeRoleController), "role")
+	urls.Path(enums.GET, "/users", auth.RequireStaff(controllers.ListUsersController), "users")
+	urls.Path(enums.GET, "/users/:username", auth.RequireStaff(controllers.GetUserController), "user")
+	urls.Path(enums.POST, "/users/:username/ban", auth.RequireStaff(controllers.BanUserController), "ban")
+	urls.Path(enums.POST, "/users/:username/unban", auth.RequireStaff(controllers.UnbanUserController), "unban")
+	urls.Path(enums.POST, "/users/:username/disable", auth.RequireStaff(controllers.DisableUserController), "disable")
+	urls.Path(enums.POST, "/users/:username/enable", auth.RequireStaff(controllers.EnableUserController), "enable")
+	urls.Path(enums.POST, "/users/:username/role", auth.RequireAdmin(controllers.ChangeRoleController), "role")
+	urls.Path(enums.PATCH, "/users/:username", auth.RequireAdmin(controllers.EditUserController), "edit")
+
+	urls.Path(enums.GET, "/users/:username/warnings", auth.RequireStaff(controllers.ListWarningsController), "warnings")
+	urls.Path(enums.POST, "/users/:username/warn", auth.RequireStaff(controllers.WarnUserController), "warn")
+	urls.Path(enums.POST, "/warnings/:ref/deactivate", auth.RequireStaff(controllers.DeactivateWarningController), "deactivate")
+
+	urls.Path(enums.GET, "/tickets", auth.RequireStaff(controllers.ListAllTicketsController), "tickets")
+	urls.Path(enums.GET, "/tickets/:ref", auth.RequireStaff(controllers.GetStaffTicketController), "ticket")
+	urls.Path(enums.PATCH, "/tickets/:ref", auth.RequireStaff(controllers.UpdateTicketController), "ticketupdate")
+	urls.Path(enums.POST, "/tickets/:ref/messages", auth.RequireStaff(controllers.StaffReplyTicketController), "ticketreply")
+	urls.Path(enums.GET, "/categories", auth.RequireStaff(controllers.ListTicketCategoriesController), "categories")
+	urls.Path(enums.POST, "/categories", auth.RequireAdmin(controllers.CreateTicketCategoryController), "categorycreate")
+	urls.Path(enums.PATCH, "/categories/:ref", auth.RequireAdmin(controllers.UpdateTicketCategoryController), "categoryupdate")
+	urls.Path(enums.DELETE, "/categories/:ref", auth.RequireAdmin(controllers.DeleteTicketCategoryController), "categorydelete")
+
+	urls.Path(enums.GET, "/audit", auth.RequireStaff(controllers.ListAuditLogsController), "audit")
+	urls.Path(enums.GET, "/audit/:ref", auth.RequireStaff(controllers.GetAuditLogController), "auditdetail")
 }
\ No newline at end of file
diff --git a/shrine/router/letter.go b/shrine/router/letter.go
new file mode 100644
index 0000000..ac8fd25
--- /dev/null
+++ b/shrine/router/letter.go
@@ -0,0 +1,23 @@
+package router
+
+import (
+	"shrine/controllers"
+	"shrine/enums"
+	"shrine/utils/auth"
+	"shrine/utils/urls"
+)
+
+func init() {
+	urls.SetNamespace("letters")
+
+	urls.Path(enums.GET, "", auth.RequireAuthentication(controllers.ListLettersController), "list")
+	urls.Path(enums.POST, "", auth.RequireAuthentication(controllers.CreateLetterController), "create")
+	urls.Path(enums.POST, "/attachments", auth.RequireAuthentication(controllers.UploadAttachmentController), "upload")
+	urls.Path(enums.GET, "/:ref", auth.RequireAuthentication(controllers.GetLetterController), "detail")
+	urls.Path(enums.PATCH, "/:ref", auth.RequireAuthentication(controllers.RenameLetterController), "rename")
+	urls.Path(enums.POST, "/:ref/messages", auth.RequireAuthentication(controllers.SendMessageController), "send")
+	urls.Path(enums.PATCH, "/:ref/messages/:messageRef", auth.RequireAuthentication(controllers.EditMessageController), "edit")
+	urls.Path(enums.DELETE, "/:ref/messages/:messageRef", auth.RequireAuthentication(controllers.DeleteMessageController), "delete")
+	urls.Path(enums.POST, "/:ref/leave", auth.RequireAuthentication(controllers.LeaveLetterController), "leave")
+	urls.Path(enums.POST, "/:ref/remove", auth.RequireAuthentication(controllers.RemoveParticipantController), "remove")
+}
\ No newline at end of file
diff --git a/shrine/router/router.go b/shrine/router/router.go
index b92aecb..8753717 100644
--- a/shrine/router/router.go
+++ b/shrine/router/router.go
@@ -1,7 +1,7 @@
 package router
 
 import (
-	"shrine/controllers"
+	"shrine/utils/shortcuts"
 	"shrine/utils/urls"
 
 	"github.com/gofiber/fiber/v2"
@@ -11,24 +11,22 @@ func Initialize(router *fiber.App) {
 	urls.Attach(router)
 }
 
-func ErrorHandler(ctx *fiber.Ctx, err error) error {
+func ErrorHandler(context *fiber.Ctx, err error) error {
 	code := fiber.StatusInternalServerError
-	if e, ok := err.(*fiber.Error); ok {
-		code = e.Code
+	if fiberErr, ok := err.(*fiber.Error); ok {
+		code = fiberErr.Code
 	}
 
 	switch code {
 	case fiber.StatusBadRequest:
-		return controllers.BadRequest(ctx, err)
+		return shortcuts.BadRequest(context, err)
 	case fiber.StatusUnauthorized:
-		return controllers.Unauthorized(ctx, err)
+		return shortcuts.Unauthorized(context, err)
 	case fiber.StatusForbidden:
-		return controllers.Forbidden(ctx, err)
+		return shortcuts.Forbidden(context, err)
 	case fiber.StatusNotFound:
-		return controllers.NotFound(ctx, err)
-	case fiber.StatusInternalServerError:
-		return controllers.InternalServerError(ctx, err)
+		return shortcuts.NotFound(context, err)
 	default:
-		return controllers.DefaultError(ctx, err)
+		return shortcuts.InternalServerError(context, err)
 	}
 }
diff --git a/shrine/router/stats.go b/shrine/router/stats.go
index 8c165f9..8837973 100644
--- a/shrine/router/stats.go
+++ b/shrine/router/stats.go
@@ -2,12 +2,12 @@ package router
 
 import (
 	"shrine/controllers"
-	"shrine/types"
+	"shrine/enums"
 	"shrine/utils/urls"
 )
 
 func init() {
 	urls.SetNamespace("stats")
 
-	urls.Path(types.GET, "/", controllers.StatsController, "index")
+	urls.Path(enums.GET, "/", controllers.StatsController, "index")
 }
\ No newline at end of file
diff --git a/shrine/router/ticket.go b/shrine/router/ticket.go
new file mode 100644
index 0000000..edb7cb2
--- /dev/null
+++ b/shrine/router/ticket.go
@@ -0,0 +1,17 @@
+package router
+
+import (
+	"shrine/controllers"
+	"shrine/enums"
+	"shrine/utils/auth"
+	"shrine/utils/urls"
+)
+
+func init() {
+	urls.SetNamespace("tickets")
+
+	urls.Path(enums.GET, "", auth.RequireAuthentication(controllers.ListUserTicketsController), "list")
+	urls.Path(enums.POST, "", auth.RequireAuthentication(controllers.CreateTicketController), "create")
+	urls.Path(enums.GET, "/:ref", auth.RequireAuthentication(controllers.GetUserTicketController), "detail")
+	urls.Path(enums.POST, "/:ref/messages", auth.RequireAuthentication(controllers.ReplyTicketController), "reply")
+}
\ No newline at end of file
diff --git a/shrine/services/audit.go b/shrine/services/audit.go
new file mode 100644
index 0000000..3140cf1
--- /dev/null
+++ b/shrine/services/audit.go
@@ -0,0 +1,31 @@
+package services
+
+import (
+	"shrine/enums"
+	"shrine/messages"
+	"shrine/repositories"
+	"shrine/types/audit"
+	"shrine/types/hypertext"
+	"shrine/utils/meta"
+)
+
+func ListAuditLogs(pagination meta.Pagination, action string, targetType string) ([]audit.AuditLogResponse, int64) {
+	logs, total := repositories.ListAuditLogs(pagination, action, targetType)
+
+	items := make([]audit.AuditLogResponse, len(logs))
+	for index, record := range logs {
+		items[index] = record.ToResponse()
+	}
+
+	return items, total
+}
+
+func GetAuditLog(ref string) (*audit.DetailResponse, *hypertext.ServiceError) {
+	record, err := repositories.FindAuditLogByRef(ref)
+	if err != nil {
+		return nil, fail(enums.NotFound, messages.AuditLogNotFound)
+	}
+
+	response := record.ToDetailResponse()
+	return &response, nil
+}
\ No newline at end of file
diff --git a/shrine/services/auth.go b/shrine/services/auth.go
new file mode 100644
index 0000000..28e63c4
--- /dev/null
+++ b/shrine/services/auth.go
@@ -0,0 +1,108 @@
+package services
+
+import (
+	"shrine/enums"
+	"shrine/messages"
+	"shrine/models"
+	"shrine/repositories"
+	"shrine/types/account"
+	"shrine/types/common"
+	"shrine/types/hypertext"
+	"shrine/utils/crypto"
+)
+
+func Register(request account.RegisterRequest) (*common.MessageResponse, *hypertext.ServiceError) {
+	citizen := models.User{
+		Username:    request.Username,
+		Email:       request.Email,
+		DisplayName: request.DisplayName,
+	}
+
+	if err := citizen.SetPassword(request.Password); err != nil {
+		return nil, fail(enums.BadRequest, err.Error())
+	}
+
+	if err := repositories.CreateUser(&citizen); err != nil {
+		return nil, mapRegistrationError(err)
+	}
+
+	if serviceErr := SendVerification(&citizen, enums.Activation); serviceErr != nil {
+		return nil, serviceErr
+	}
+
+	return &common.MessageResponse{Message: messages.AccountCreated}, nil
+}
+
+func Authenticate(request account.LoginRequest) (*models.User, *hypertext.ServiceError) {
+	citizen, err := repositories.FindUserByUsername(request.Username)
+	if err != nil {
+		return nil, fail(enums.Unauthorized, messages.InvalidUsernameOrPassword)
+	}
+
+	if citizen.ClearExpiredDisable() {
+		repositories.UpdateUser(citizen)
+	}
+
+	if !citizen.CanAuthenticate() {
+		return nil, fail(enums.Forbidden, messages.AccountBannedOrDisabled)
+	}
+
+	if !citizen.CheckPassword(request.Password) {
+		return nil, fail(enums.Unauthorized, messages.InvalidUsernameOrPassword)
+	}
+
+	if !citizen.IsVerified() {
+		return nil, fail(enums.Forbidden, messages.EmailNotVerified)
+	}
+
+	return citizen, nil
+}
+
+func VerifyAccount(request account.VerifyRequest) (*common.MessageResponse, *hypertext.ServiceError) {
+	if request.Token == "" {
+		return nil, fail(enums.BadRequest, messages.VerificationTokenRequired)
+	}
+
+	verificationType := enums.VerificationType(request.Type)
+	citizen, err := repositories.FindUserByVerification(crypto.HashToken(request.Token), verificationType)
+	if err != nil {
+		return nil, fail(enums.BadRequest, messages.VerificationLinkInvalid)
+	}
+
+	switch verificationType {
+	case enums.Activation:
+		citizen.VerifyEmail()
+	default:
+		return nil, fail(enums.BadRequest, messages.InvalidVerificationType)
+	}
+
+	if err := repositories.UpdateUser(citizen); err != nil {
+		return nil, fail(enums.Internal, messages.FailedVerifyAccount)
+	}
+
+	return &common.MessageResponse{Message: messages.EmailVerified}, nil
+}
+
+func ResendActivation(request account.ResendActivationRequest) (*common.MessageResponse, *hypertext.ServiceError) {
+	citizen, err := repositories.FindUserByEmail(request.Email)
+	if err != nil {
+		return nil, fail(enums.BadRequest, messages.NoAccountWithEmail)
+	}
+
+	if citizen.IsVerified() {
+		return nil, fail(enums.BadRequest, messages.AccountAlreadyVerified)
+	}
+
+	if serviceErr := SendVerification(citizen, enums.Activation); serviceErr != nil {
+		return nil, serviceErr
+	}
+
+	return &common.MessageResponse{Message: messages.VerificationEmailSent}, nil
+}
+
+func RevokeToken(tokenHash string) (*common.MessageResponse, *hypertext.ServiceError) {
+	if err := repositories.DeleteToken(tokenHash); err != nil {
+		return nil, fail(enums.Internal, messages.FailedEndSession)
+	}
+	return &common.MessageResponse{Message: messages.LoggedOut}, nil
+}
\ No newline at end of file
diff --git a/shrine/services/council.go b/shrine/services/council.go
new file mode 100644
index 0000000..c3b4d6b
--- /dev/null
+++ b/shrine/services/council.go
@@ -0,0 +1,297 @@
+package services
+
+import (
+	"fmt"
+	"shrine/enums"
+	"shrine/messages"
+	"shrine/models"
+	"shrine/repositories"
+	"shrine/types/audit"
+	"shrine/types/council"
+	"shrine/types/hypertext"
+	"shrine/types/user"
+	"shrine/utils/auth"
+	"shrine/utils/meta"
+	"shrine/utils/crypto"
+	"shrine/utils/emails"
+	"shrine/utils/logger"
+	"shrine/utils/sanitize"
+	"shrine/utils/validators"
+	"strings"
+	"time"
+)
+
+func ListUsers(pagination meta.Pagination, search string) ([]user.AdminUserResponse, int64) {
+	citizens, total := repositories.ListUsers(pagination, search)
+
+	items := make([]user.AdminUserResponse, len(citizens))
+	for index, citizen := range citizens {
+		items[index] = citizen.ToAdminResponse()
+	}
+
+	return items, total
+}
+
+func GetUser(username string) (*user.AdminUserResponse, *hypertext.ServiceError) {
+	citizen, err := repositories.FindUserByUsername(username)
+	if err != nil {
+		return nil, fail(enums.NotFound, messages.UserNotFound)
+	}
+
+	response := citizen.ToAdminResponse()
+	return &response, nil
+}
+
+func BanUser(admin *models.User, target *models.User, request council.BanRequest) (*user.AdminUserResponse, *hypertext.ServiceError) {
+	if hierarchyErr := auth.ValidateHierarchy(admin, target, "ban"); hierarchyErr != nil {
+		return nil, fail(enums.Forbidden, hierarchyErr.Error())
+	}
+
+	ref := crypto.SystemRef()
+	sanitizedMessage := sanitize.HTML(request.Message)
+
+	now := time.Now()
+	target.AccountBanned = true
+	target.BannedAt = &now
+	target.BannedReason = request.Reason
+	target.BannedBy = &admin.ID
+
+	if err := repositories.UpdateUser(target); err != nil {
+		return nil, fail(enums.Internal, messages.FailedBanUser)
+	}
+
+	if sanitizedMessage != "" {
+		repositories.CreateSystemLetter(target.ID, fmt.Sprintf("Account Banned [%s]", ref), sanitizedMessage, ref)
+	}
+
+	repositories.LogAction(admin.ID, "user.ban", "user", target.Username, fmt.Sprintf("Banned user @%s", target.Username), audit.BanDetails{
+		Reason:    request.Reason,
+		SystemRef: ref,
+	})
+
+	if err := emails.SendBannedNotification(target.Email, target.Username, request.Reason); err != nil {
+		logger.Errorf("Council", "Failed to send ban notification to %s: %v", target.Email, err)
+	}
+
+	response := target.ToAdminResponse()
+	return &response, nil
+}
+
+func UnbanUser(admin *models.User, target *models.User) (*user.AdminUserResponse, *hypertext.ServiceError) {
+	target.AccountBanned = false
+	target.BannedAt = nil
+	target.BannedReason = ""
+	target.BannedBy = nil
+
+	if err := repositories.UpdateUser(target); err != nil {
+		return nil, fail(enums.Internal, messages.FailedUnbanUser)
+	}
+
+	repositories.LogAction(admin.ID, "user.unban", "user", target.Username, fmt.Sprintf("Unbanned user @%s", target.Username), nil)
+
+	response := target.ToAdminResponse()
+	return &response, nil
+}
+
+func DisableUser(admin *models.User, target *models.User, request council.DisableRequest) (*user.AdminUserResponse, *hypertext.ServiceError) {
+	if hierarchyErr := auth.ValidateHierarchy(admin, target, "disable"); hierarchyErr != nil {
+		return nil, fail(enums.Forbidden, hierarchyErr.Error())
+	}
+
+	ref := crypto.SystemRef()
+	sanitizedMessage := sanitize.HTML(request.Message)
+
+	now := time.Now()
+	target.AccountDisabled = true
+	target.DisabledAt = &now
+	target.DisabledReason = request.Reason
+	target.DisabledBy = &admin.ID
+
+	var disabledUntilStr string
+	if request.DisabledUntil != nil {
+		parsed, err := time.Parse(time.RFC3339, *request.DisabledUntil)
+		if err != nil {
+			return nil, fail(enums.BadRequest, messages.InvalidDisabledUntil)
+		}
+		target.DisabledUntil = &parsed
+		disabledUntilStr = parsed.Format("January 2, 2006")
+	}
+
+	if err := repositories.UpdateUser(target); err != nil {
+		return nil, fail(enums.Internal, messages.FailedDisableUser)
+	}
+
+	if sanitizedMessage != "" {
+		repositories.CreateSystemLetter(target.ID, fmt.Sprintf("Account Disabled [%s]", ref), sanitizedMessage, ref)
+	}
+
+	repositories.LogAction(admin.ID, "user.disable", "user", target.Username, fmt.Sprintf("Disabled user @%s", target.Username), audit.DisableDetails{
+		Reason:        request.Reason,
+		DisabledUntil: request.DisabledUntil,
+		SystemRef:     ref,
+	})
+
+	if err := emails.SendDisabledNotification(target.Email, target.Username, request.Reason, disabledUntilStr); err != nil {
+		logger.Errorf("Council", "Failed to send disable notification to %s: %v", target.Email, err)
+	}
+
+	response := target.ToAdminResponse()
+	return &response, nil
+}
+
+func EnableUser(admin *models.User, target *models.User) (*user.AdminUserResponse, *hypertext.ServiceError) {
+	target.AccountDisabled = false
+	target.DisabledAt = nil
+	target.DisabledReason = ""
+	target.DisabledBy = nil
+	target.DisabledUntil = nil
+
+	if err := repositories.UpdateUser(target); err != nil {
+		return nil, fail(enums.Internal, messages.FailedEnableUser)
+	}
+
+	repositories.LogAction(admin.ID, "user.enable", "user", target.Username, fmt.Sprintf("Enabled user @%s", target.Username), nil)
+
+	response := target.ToAdminResponse()
+	return &response, nil
+}
+
+func ChangeRole(admin *models.User, target *models.User, request council.ChangeRoleRequest) (*user.AdminUserResponse, *hypertext.ServiceError) {
+	if target.ID == admin.ID {
+		return nil, fail(enums.BadRequest, messages.CannotChangeOwnRole)
+	}
+
+	if target.IsOwner() {
+		return nil, fail(enums.BadRequest, messages.CannotChangeOwnerRole)
+	}
+
+	oldRole := string(target.Role)
+	role := enums.UserRole(request.Role)
+
+	switch role {
+	case enums.Member, enums.Moderator:
+		target.Role = role
+	case enums.Admin:
+		if !admin.IsOwner() {
+			return nil, fail(enums.Forbidden, messages.OnlyOwnerAssignAdmin)
+		}
+		target.Role = role
+	default:
+		return nil, fail(enums.BadRequest, messages.InvalidRole)
+	}
+
+	if err := repositories.UpdateUser(target); err != nil {
+		return nil, fail(enums.Internal, messages.FailedChangeRole)
+	}
+
+	repositories.LogAction(admin.ID, "user.role_change", "user", target.Username, fmt.Sprintf("Changed role of @%s from %s to %s", target.Username, oldRole, request.Role), audit.RoleChangeDetails{
+		OldRole: oldRole,
+		NewRole: request.Role,
+	})
+
+	response := target.ToAdminResponse()
+	return &response, nil
+}
+
+func EditUser(admin *models.User, target *models.User, request council.EditUserRequest) (*user.AdminUserResponse, *hypertext.ServiceError) {
+	var changes []audit.FieldChange
+
+	if request.Email != nil && !admin.IsOwner() {
+		return nil, fail(enums.Forbidden, messages.OnlyOwnerChangeEmail)
+	}
+
+	if request.Username != nil && *request.Username != target.Username {
+		username := strings.TrimSpace(*request.Username)
+		if !validators.IsValidUsername(username, 3) {
+			return nil, fail(enums.BadRequest, messages.InvalidUsername)
+		}
+		if validators.IsReservedUsername(username) {
+			return nil, fail(enums.BadRequest, messages.UsernameNotAvailable)
+		}
+		changes = append(changes, audit.FieldChange{Field: "username", Old: target.Username, New: username})
+		target.Username = username
+	}
+
+	if request.DisplayName != nil {
+		changes = append(changes, audit.FieldChange{Field: "display_name", Old: target.DisplayName, New: *request.DisplayName})
+		target.DisplayName = *request.DisplayName
+	}
+
+	if request.Email != nil {
+		changes = append(changes, audit.FieldChange{Field: "email", Old: target.Email, New: *request.Email})
+		target.Email = *request.Email
+	}
+
+	if request.Bio != nil {
+		target.Bio = *request.Bio
+		changes = append(changes, audit.FieldChange{Field: "bio", Old: nil, New: nil})
+	}
+
+	if request.Birthday != nil {
+		if *request.Birthday == "" {
+			target.Birthday = nil
+		} else {
+			parsed, err := time.Parse("2006-01-02", *request.Birthday)
+			if err != nil {
+				return nil, fail(enums.BadRequest, "Invalid birthday format. Use YYYY-MM-DD.")
+			}
+			target.Birthday = &parsed
+		}
+		changes = append(changes, audit.FieldChange{Field: "birthday", Old: nil, New: nil})
+	}
+
+	if request.AvatarURL != nil {
+		target.AvatarURL = *request.AvatarURL
+		changes = append(changes, audit.FieldChange{Field: "avatar_url", Old: nil, New: nil})
+	}
+
+	if request.BlinkieURL != nil {
+		target.BlinkieURL = *request.BlinkieURL
+		changes = append(changes, audit.FieldChange{Field: "blinkie_url", Old: nil, New: nil})
+	}
+
+	if request.Website != nil {
+		target.Website = *request.Website
+		changes = append(changes, audit.FieldChange{Field: "website", Old: nil, New: nil})
+	}
+
+	if request.Location != nil {
+		target.Location = *request.Location
+		changes = append(changes, audit.FieldChange{Field: "location", Old: nil, New: nil})
+	}
+
+	if request.Pronouns != nil {
+		target.Pronouns = *request.Pronouns
+		changes = append(changes, audit.FieldChange{Field: "pronouns", Old: nil, New: nil})
+	}
+
+	if request.Signature != nil {
+		target.Signature = *request.Signature
+		changes = append(changes, audit.FieldChange{Field: "signature", Old: nil, New: nil})
+	}
+
+	if request.Jade != nil {
+		changes = append(changes, audit.FieldChange{Field: "jade", Old: target.Jade, New: *request.Jade})
+		target.Jade = *request.Jade
+	}
+
+	if request.Honor != nil {
+		changes = append(changes, audit.FieldChange{Field: "honor", Old: target.Honor, New: *request.Honor})
+		target.Honor = *request.Honor
+	}
+
+	if len(changes) == 0 {
+		return nil, fail(enums.BadRequest, messages.NoChangesProvided)
+	}
+
+	if err := repositories.UpdateUser(target); err != nil {
+		return nil, fail(enums.Internal, messages.FailedUpdateUser)
+	}
+
+	repositories.LogAction(admin.ID, "user.edit", "user", target.Username, fmt.Sprintf("Edited user @%s", target.Username), audit.EditUserDetails{
+		Changes: changes,
+	})
+
+	response := target.ToAdminResponse()
+	return &response, nil
+}
\ No newline at end of file
diff --git a/shrine/services/errors.go b/shrine/services/errors.go
new file mode 100644
index 0000000..1c390ff
--- /dev/null
+++ b/shrine/services/errors.go
@@ -0,0 +1,10 @@
+package services
+
+import (
+	"shrine/enums"
+	"shrine/types/hypertext"
+)
+
+func fail(kind enums.ErrorKind, message string) *hypertext.ServiceError {
+	return &hypertext.ServiceError{Kind: kind, Message: message}
+}
\ No newline at end of file
diff --git a/shrine/services/functions.go b/shrine/services/functions.go
new file mode 100644
index 0000000..f502ff6
--- /dev/null
+++ b/shrine/services/functions.go
@@ -0,0 +1,141 @@
+package services
+
+import (
+	"fmt"
+	"shrine/enums"
+	"shrine/messages"
+	"shrine/models"
+	"shrine/repositories"
+	"shrine/types/hypertext"
+	"shrine/types/letter"
+	"shrine/types/ticket"
+	"shrine/utils/sanitize"
+	"strings"
+)
+
+func ResolveUser(username string) (*models.User, *hypertext.ServiceError) {
+	citizen, err := repositories.FindUserByUsername(username)
+	if err != nil {
+		return nil, fail(enums.NotFound, messages.UserNotFound)
+	}
+	return citizen, nil
+}
+
+func mapRegistrationError(err error) *hypertext.ServiceError {
+	if strings.Contains(err.Error(), "users.username") {
+		return fail(enums.Conflict, messages.UsernameAlreadyExists)
+	}
+	if strings.Contains(err.Error(), "users.email") {
+		return fail(enums.Conflict, messages.EmailAlreadyExists)
+	}
+	return fail(enums.BadRequest, err.Error())
+}
+
+func assembleLetterResponse(record *models.Letter, viewerID uint) letter.LetterResponse {
+	participants := repositories.GetLetterParticipants(record.ID)
+	lastMessage := repositories.GetLastMessage(record.ID)
+	viewer, _ := repositories.GetParticipantRecord(record.ID, viewerID)
+
+	var unread bool
+	if viewer != nil && lastMessage != nil {
+		unread = viewer.LastReadAt == nil || lastMessage.CreatedAt.After(*viewer.LastReadAt)
+	}
+
+	var lastMessageResponse *letter.MessageResponse
+	if lastMessage != nil {
+		response := lastMessage.ToResponse()
+		lastMessageResponse = &response
+	}
+
+	return letter.LetterResponse{
+		Ref:          record.Ref,
+		Title:        computeTitle(record, participants, viewerID),
+		IsSystem:     record.IsSystem,
+		SystemRef:    record.SystemRef,
+		Participants: buildParticipantResponses(participants),
+		LastMessage:  lastMessageResponse,
+		Unread:       unread,
+		UpdatedAt:    record.UpdatedAt,
+	}
+}
+
+func computeTitle(record *models.Letter, participants []models.LetterParticipant, viewerID uint) string {
+	if record.Title != "" {
+		return record.Title
+	}
+
+	if record.IsSystem {
+		return "System Message"
+	}
+
+	var others []string
+	for _, participant := range participants {
+		if participant.UserID != viewerID {
+			others = append(others, participant.User.DisplayName)
+		}
+	}
+
+	switch len(others) {
+	case 0:
+		return "Empty Conversation"
+	case 1:
+		return others[0]
+	case 2:
+		return fmt.Sprintf("%s and %s", others[0], others[1])
+	default:
+		return fmt.Sprintf("%s, %s, and %d others", others[0], others[1], len(others)-2)
+	}
+}
+
+func buildParticipantResponses(participants []models.LetterParticipant) []letter.ParticipantResponse {
+	responses := make([]letter.ParticipantResponse, len(participants))
+	for index, participant := range participants {
+		responses[index] = participant.ToResponse()
+	}
+	return responses
+}
+
+func buildMessageResponses(letterMessages []models.LetterMessage) []letter.MessageResponse {
+	responses := make([]letter.MessageResponse, len(letterMessages))
+	for index, message := range letterMessages {
+		responses[index] = message.ToResponse()
+	}
+	return responses
+}
+
+func resolveLetter(ref string, userID uint) (*models.Letter, *hypertext.ServiceError) {
+	record, err := repositories.FindLetterByRef(ref)
+	if err != nil {
+		return nil, fail(enums.NotFound, messages.LetterNotFound)
+	}
+
+	if !repositories.IsLetterParticipant(record.ID, userID) {
+		return nil, fail(enums.NotFound, messages.LetterNotFound)
+	}
+
+	return record, nil
+}
+
+func resolveTicket(ref string) (*models.Ticket, *hypertext.ServiceError) {
+	record, err := repositories.FindTicketByRef(ref)
+	if err != nil {
+		return nil, fail(enums.NotFound, messages.TicketNotFound)
+	}
+	return record, nil
+}
+
+func sanitizeRequiredBody(body string) (string, *hypertext.ServiceError) {
+	sanitized := sanitize.HTML(body)
+	if sanitized == "" {
+		return "", fail(enums.BadRequest, messages.MessageBodyRequired)
+	}
+	return sanitized, nil
+}
+
+func buildTicketMessageResponses(ticketMessages []models.TicketMessage) []ticket.MessageResponse {
+	responses := make([]ticket.MessageResponse, len(ticketMessages))
+	for index, message := range ticketMessages {
+		responses[index] = message.ToResponse()
+	}
+	return responses
+}
\ No newline at end of file
diff --git a/shrine/services/letter.go b/shrine/services/letter.go
new file mode 100644
index 0000000..66bf9b8
--- /dev/null
+++ b/shrine/services/letter.go
@@ -0,0 +1,277 @@
+package services
+
+import (
+	"fmt"
+	"io"
+	"shrine/config"
+	"shrine/enums"
+	"shrine/messages"
+	"shrine/models"
+	"shrine/repositories"
+	"shrine/types/common"
+	"shrine/types/hypertext"
+	"shrine/types/letter"
+	"shrine/utils/meta"
+	"shrine/utils/storage"
+	"strings"
+)
+
+func ListLetters(userID uint, pagination meta.Pagination) ([]letter.LetterResponse, int64) {
+	letters, total := repositories.ListLettersForUser(userID, pagination)
+
+	items := make([]letter.LetterResponse, len(letters))
+	for index, record := range letters {
+		items[index] = assembleLetterResponse(&record, userID)
+	}
+
+	return items, total
+}
+
+func GetLetter(ref string, userID uint, pagination meta.Pagination) (*letter.DetailResponse, *hypertext.ServiceError) {
+	record, serviceErr := resolveLetter(ref, userID)
+	if serviceErr != nil {
+		return nil, serviceErr
+	}
+
+	participants := repositories.GetLetterParticipants(record.ID)
+	letterMessages, _ := repositories.GetLetterMessages(record.ID, pagination)
+
+	repositories.UpdateLastRead(record.ID, userID)
+
+	response := letter.DetailResponse{
+		Ref:          record.Ref,
+		Title:        computeTitle(record, participants, userID),
+		IsSystem:     record.IsSystem,
+		SystemRef:    record.SystemRef,
+		Participants: buildParticipantResponses(participants),
+		Messages:     buildMessageResponses(letterMessages),
+		CreatedAt:    record.CreatedAt,
+	}
+
+	return &response, nil
+}
+
+func CreateLetter(userID uint, request letter.CreateRequest) (*common.MessageResponse, *hypertext.ServiceError) {
+	if len(request.Recipients) == 0 {
+		return nil, fail(enums.BadRequest, messages.RecipientsRequired)
+	}
+
+	if len(request.Recipients) > 20 {
+		return nil, fail(enums.BadRequest, messages.RecipientsMax)
+	}
+
+	sanitizedBody, serviceErr := sanitizeRequiredBody(request.Body)
+	if serviceErr != nil {
+		return nil, serviceErr
+	}
+
+	recipientIDs := make([]uint, 0, len(request.Recipients))
+	for _, username := range request.Recipients {
+		recipient, err := repositories.FindUserByUsername(username)
+		if err != nil {
+			return nil, fail(enums.BadRequest, fmt.Sprintf("User '%s' not found.", username))
+		}
+		if recipient.ID == userID {
+			continue
+		}
+		recipientIDs = append(recipientIDs, recipient.ID)
+	}
+
+	if len(recipientIDs) == 0 {
+		return nil, fail(enums.BadRequest, messages.ValidRecipientRequired)
+	}
+
+	if len(recipientIDs) == 1 && request.Title == "" {
+		existing := repositories.FindExistingDM(userID, recipientIDs[0])
+		if existing != nil {
+			_, err := repositories.SendMessage(existing.ID, userID, sanitizedBody, nil)
+			if err != nil {
+				return nil, fail(enums.Internal, messages.FailedSendMessage)
+			}
+			return &common.MessageResponse{Message: existing.Ref}, nil
+		}
+	}
+
+	record, err := repositories.CreateLetter(userID, strings.TrimSpace(request.Title), recipientIDs, sanitizedBody, nil)
+	if err != nil {
+		return nil, fail(enums.Internal, messages.FailedCreateLetter)
+	}
+
+	return &common.MessageResponse{Message: record.Ref}, nil
+}
+
+func SendLetterMessage(ref string, userID uint, request letter.SendMessageRequest) (*letter.MessageResponse, *hypertext.ServiceError) {
+	record, serviceErr := resolveLetter(ref, userID)
+	if serviceErr != nil {
+		return nil, serviceErr
+	}
+
+	if record.IsSystem {
+		return nil, fail(enums.BadRequest, messages.SystemLetterNotReplyable)
+	}
+
+	sanitizedBody, serviceErr := sanitizeRequiredBody(request.Body)
+	if serviceErr != nil {
+		return nil, serviceErr
+	}
+
+	message, err := repositories.SendMessage(record.ID, userID, sanitizedBody, nil)
+	if err != nil {
+		return nil, fail(enums.Internal, messages.FailedSendMessage)
+	}
+
+	response := message.ToResponse()
+	return &response, nil
+}
+
+func EditLetterMessage(letterRef string, messageRef string, userID uint, request letter.EditMessageRequest) (*letter.MessageResponse, *hypertext.ServiceError) {
+	record, serviceErr := resolveLetter(letterRef, userID)
+	if serviceErr != nil {
+		return nil, serviceErr
+	}
+
+	message, err := repositories.FindMessageByRef(messageRef)
+	if err != nil || message.LetterID != record.ID {
+		return nil, fail(enums.NotFound, messages.MessageNotFound)
+	}
+
+	if message.SenderID == nil || *message.SenderID != userID {
+		return nil, fail(enums.Forbidden, messages.CannotEditOthersMessage)
+	}
+
+	sanitizedBody, serviceErr := sanitizeRequiredBody(request.Body)
+	if serviceErr != nil {
+		return nil, serviceErr
+	}
+
+	if err := repositories.EditMessage(message, sanitizedBody); err != nil {
+		return nil, fail(enums.Internal, messages.FailedEditMessage)
+	}
+
+	response := message.ToResponse()
+	return &response, nil
+}
+
+func DeleteLetterMessage(letterRef string, messageRef string, userID uint) *hypertext.ServiceError {
+	record, serviceErr := resolveLetter(letterRef, userID)
+	if serviceErr != nil {
+		return serviceErr
+	}
+
+	message, err := repositories.FindMessageByRef(messageRef)
+	if err != nil || message.LetterID != record.ID {
+		return fail(enums.NotFound, messages.MessageNotFound)
+	}
+
+	if message.SenderID == nil || *message.SenderID != userID {
+		return fail(enums.Forbidden, messages.CannotDeleteOthersMessage)
+	}
+
+	for _, attachment := range message.Attachments {
+		storage.Delete(attachment.FilePath)
+	}
+
+	if err := repositories.DeleteMessage(message); err != nil {
+		return fail(enums.Internal, messages.FailedDeleteMessage)
+	}
+
+	return nil
+}
+
+func RenameLetter(ref string, userID uint, request letter.RenameRequest) (*common.MessageResponse, *hypertext.ServiceError) {
+	record, serviceErr := resolveLetter(ref, userID)
+	if serviceErr != nil {
+		return nil, serviceErr
+	}
+
+	if record.IsSystem {
+		return nil, fail(enums.BadRequest, messages.SystemLetterNotRenameable)
+	}
+
+	title := strings.TrimSpace(request.Title)
+	if len(title) > 200 {
+		return nil, fail(enums.BadRequest, messages.TitleTooLong)
+	}
+
+	if err := repositories.RenameLetter(record, title); err != nil {
+		return nil, fail(enums.Internal, messages.FailedRenameLetter)
+	}
+
+	return &common.MessageResponse{Message: messages.LetterRenamed}, nil
+}
+
+func LeaveLetter(ref string, userID uint) (*common.MessageResponse, *hypertext.ServiceError) {
+	record, serviceErr := resolveLetter(ref, userID)
+	if serviceErr != nil {
+		return nil, serviceErr
+	}
+
+	if record.IsSystem {
+		return nil, fail(enums.BadRequest, messages.SystemLetterNotLeaveable)
+	}
+
+	if err := repositories.LeaveLetter(record.ID, userID); err != nil {
+		return nil, fail(enums.Internal, messages.FailedLeaveLetter)
+	}
+
+	return &common.MessageResponse{Message: messages.LeftConversation}, nil
+}
+
+func RemoveLetterParticipant(ref string, ownerID uint, request letter.RemoveParticipantRequest) (*common.MessageResponse, *hypertext.ServiceError) {
+	record, err := repositories.FindLetterByRef(ref)
+	if err != nil {
+		return nil, fail(enums.NotFound, messages.LetterNotFound)
+	}
+
+	if !repositories.IsLetterOwner(record.ID, ownerID) {
+		return nil, fail(enums.Forbidden, messages.OnlyOwnerCanRemove)
+	}
+
+	target, serviceErr := ResolveUser(request.Username)
+	if serviceErr != nil {
+		return nil, serviceErr
+	}
+
+	if target.ID == ownerID {
+		return nil, fail(enums.BadRequest, messages.CannotRemoveSelf)
+	}
+
+	if !repositories.IsLetterParticipant(record.ID, target.ID) {
+		return nil, fail(enums.BadRequest, messages.UserNotInConversation)
+	}
+
+	if err := repositories.RemoveParticipant(record.ID, target.ID); err != nil {
+		return nil, fail(enums.Internal, messages.FailedRemoveParticipant)
+	}
+
+	return &common.MessageResponse{Message: fmt.Sprintf("%s has been removed.", target.DisplayName)}, nil
+}
+
+func UploadLetterAttachment(userID uint, fileName string, fileSize int64, contentType string, reader io.Reader) (*letter.AttachmentResponse, *hypertext.ServiceError) {
+	if fileSize > config.Storage.MaxFileSize {
+		return nil, fail(enums.BadRequest, fmt.Sprintf("File exceeds the maximum size of %d MB.", config.Storage.MaxFileSize/1024/1024))
+	}
+
+	attachment := models.LetterAttachment{
+		FileName:    fileName,
+		FileSize:    fileSize,
+		ContentType: contentType,
+	}
+
+	if err := repositories.UploadAttachment(userID, &attachment); err != nil {
+		return nil, fail(enums.Internal, messages.FailedSaveAttachment)
+	}
+
+	path := fmt.Sprintf("letters/attachments/%s/%s", attachment.Ref, fileName)
+	if err := storage.Upload(path, reader, fileSize, contentType); err != nil {
+		return nil, fail(enums.Internal, messages.FailedUploadFile)
+	}
+
+	attachment.FilePath = path
+	if err := repositories.UpdateAttachmentPath(&attachment); err != nil {
+		return nil, fail(enums.Internal, messages.FailedSaveAttachment)
+	}
+
+	response := attachment.ToResponse()
+	return &response, nil
+}
\ No newline at end of file
diff --git a/shrine/services/stats.go b/shrine/services/stats.go
new file mode 100644
index 0000000..1d6eb64
--- /dev/null
+++ b/shrine/services/stats.go
@@ -0,0 +1,28 @@
+package services
+
+import (
+	"shrine/repositories"
+	"shrine/types/user"
+)
+
+func GetStats() user.StatsResponse {
+	newest := repositories.NewestCitizens(5)
+	online := repositories.OnlineCitizens(10)
+
+	newestSummaries := make([]user.CitizenSummaryResponse, len(newest))
+	for index, citizen := range newest {
+		newestSummaries[index] = citizen.ToSummary()
+	}
+
+	onlineSummaries := make([]user.CitizenSummaryResponse, len(online))
+	for index, citizen := range online {
+		onlineSummaries[index] = citizen.ToSummary()
+	}
+
+	return user.StatsResponse{
+		Citizens:       repositories.CountCitizens(),
+		Online:         repositories.CountOnline(),
+		NewestCitizens: newestSummaries,
+		OnlineCitizens: onlineSummaries,
+	}
+}
\ No newline at end of file
diff --git a/shrine/services/ticket.go b/shrine/services/ticket.go
new file mode 100644
index 0000000..eff662b
--- /dev/null
+++ b/shrine/services/ticket.go
@@ -0,0 +1,296 @@
+package services
+
+import (
+	"fmt"
+	"shrine/enums"
+	"shrine/messages"
+	"shrine/models"
+	"shrine/repositories"
+	"shrine/types/common"
+	"shrine/types/hypertext"
+	"shrine/types/ticket"
+	"shrine/utils/meta"
+	"strings"
+)
+
+func ListUserTickets(userID uint, pagination meta.Pagination) ([]ticket.TicketResponse, int64) {
+	tickets, total := repositories.ListTicketsForUser(userID, pagination)
+
+	items := make([]ticket.TicketResponse, len(tickets))
+	for index, record := range tickets {
+		items[index] = record.ToResponse()
+	}
+
+	return items, total
+}
+
+func GetUserTicket(ref string, userID uint) (*ticket.DetailResponse, *hypertext.ServiceError) {
+	record, serviceErr := resolveTicket(ref)
+	if serviceErr != nil {
+		return nil, serviceErr
+	}
+
+	if record.UserID != userID {
+		return nil, fail(enums.NotFound, messages.TicketNotFound)
+	}
+
+	ticketMessages := repositories.GetTicketMessages(record.ID)
+
+	response := ticket.DetailResponse{
+		TicketResponse: record.ToResponse(),
+		Messages:       buildTicketMessageResponses(ticketMessages),
+	}
+
+	return &response, nil
+}
+
+func CreateTicket(userID uint, request ticket.CreateRequest) (*common.MessageResponse, *hypertext.ServiceError) {
+	category, err := repositories.FindTicketCategoryByRef(request.CategoryRef)
+	if err != nil {
+		return nil, fail(enums.BadRequest, messages.InvalidCategory)
+	}
+
+	subject := strings.TrimSpace(request.Subject)
+	if subject == "" || len(subject) > 200 {
+		return nil, fail(enums.BadRequest, messages.SubjectRequired)
+	}
+
+	sanitizedBody, serviceErr := sanitizeRequiredBody(request.Body)
+	if serviceErr != nil {
+		return nil, serviceErr
+	}
+
+	priority := enums.TicketPriority(request.Priority)
+	if priority == "" {
+		priority = enums.PriorityLow
+	}
+
+	switch priority {
+	case enums.PriorityLow, enums.PriorityMedium, enums.PriorityHigh, enums.PriorityUrgent:
+	default:
+		return nil, fail(enums.BadRequest, messages.InvalidPriority)
+	}
+
+	record := models.Ticket{
+		UserID:     userID,
+		CategoryID: category.ID,
+		Subject:    subject,
+		Priority:   string(priority),
+	}
+
+	if err := repositories.CreateTicket(&record, sanitizedBody); err != nil {
+		return nil, fail(enums.Internal, messages.FailedCreateTicket)
+	}
+
+	return &common.MessageResponse{Message: record.Ref}, nil
+}
+
+func ReplyTicket(ref string, userID uint, request ticket.SendMessageRequest) (*ticket.MessageResponse, *hypertext.ServiceError) {
+	record, serviceErr := resolveTicket(ref)
+	if serviceErr != nil {
+		return nil, serviceErr
+	}
+
+	if record.UserID != userID {
+		return nil, fail(enums.NotFound, messages.TicketNotFound)
+	}
+
+	if record.Status == string(enums.StatusClosed) {
+		return nil, fail(enums.BadRequest, messages.TicketClosed)
+	}
+
+	sanitizedBody, serviceErr := sanitizeRequiredBody(request.Body)
+	if serviceErr != nil {
+		return nil, serviceErr
+	}
+
+	message := models.TicketMessage{
+		TicketID: record.ID,
+		SenderID: userID,
+		Body:     sanitizedBody,
+	}
+
+	if err := repositories.CreateTicketMessage(&message); err != nil {
+		return nil, fail(enums.Internal, messages.FailedSendReply)
+	}
+
+	response := message.ToResponse()
+	return &response, nil
+}
+
+func ListAllTickets(pagination meta.Pagination, status string, priority string) ([]ticket.TicketResponse, int64) {
+	tickets, total := repositories.ListAllTickets(pagination, status, priority)
+
+	items := make([]ticket.TicketResponse, len(tickets))
+	for index, record := range tickets {
+		items[index] = record.ToResponse()
+	}
+
+	return items, total
+}
+
+func GetStaffTicket(ref string) (*ticket.DetailResponse, *hypertext.ServiceError) {
+	record, serviceErr := resolveTicket(ref)
+	if serviceErr != nil {
+		return nil, serviceErr
+	}
+
+	ticketMessages := repositories.GetTicketMessages(record.ID)
+
+	response := ticket.DetailResponse{
+		TicketResponse: record.ToResponse(),
+		Messages:       buildTicketMessageResponses(ticketMessages),
+	}
+
+	return &response, nil
+}
+
+func UpdateTicket(adminID uint, ref string, request ticket.UpdateRequest) (*ticket.TicketResponse, *hypertext.ServiceError) {
+	record, serviceErr := resolveTicket(ref)
+	if serviceErr != nil {
+		return nil, serviceErr
+	}
+
+	if request.Status != nil {
+		status := enums.TicketStatus(*request.Status)
+		switch status {
+		case enums.StatusOpen, enums.StatusInProgress, enums.StatusResolved, enums.StatusClosed:
+			record.Status = *request.Status
+		default:
+			return nil, fail(enums.BadRequest, messages.InvalidStatus)
+		}
+	}
+
+	if request.Priority != nil {
+		priority := enums.TicketPriority(*request.Priority)
+		switch priority {
+		case enums.PriorityLow, enums.PriorityMedium, enums.PriorityHigh, enums.PriorityUrgent:
+			record.Priority = *request.Priority
+		default:
+			return nil, fail(enums.BadRequest, messages.InvalidPriority)
+		}
+	}
+
+	if request.CategoryRef != nil {
+		category, err := repositories.FindTicketCategoryByRef(*request.CategoryRef)
+		if err != nil {
+			return nil, fail(enums.BadRequest, messages.InvalidCategory)
+		}
+		record.CategoryID = category.ID
+	}
+
+	if request.Assignee != nil {
+		if *request.Assignee == "" {
+			record.AssigneeID = nil
+		} else {
+			assignee, serviceErr := ResolveUser(*request.Assignee)
+			if serviceErr != nil {
+				return nil, fail(enums.BadRequest, messages.AssigneeNotFound)
+			}
+			record.AssigneeID = &assignee.ID
+		}
+	}
+
+	if err := repositories.UpdateTicket(record); err != nil {
+		return nil, fail(enums.Internal, messages.FailedUpdateTicket)
+	}
+
+	repositories.LogAction(adminID, "ticket.update", "ticket", record.Ref, fmt.Sprintf("Updated ticket %s", record.Ref), request)
+
+	record, _ = repositories.FindTicketByRef(record.Ref)
+	response := record.ToResponse()
+	return &response, nil
+}
+
+func StaffReplyTicket(ref string, staffID uint, request ticket.SendMessageRequest) (*ticket.MessageResponse, *hypertext.ServiceError) {
+	record, serviceErr := resolveTicket(ref)
+	if serviceErr != nil {
+		return nil, serviceErr
+	}
+
+	sanitizedBody, serviceErr := sanitizeRequiredBody(request.Body)
+	if serviceErr != nil {
+		return nil, serviceErr
+	}
+
+	message := models.TicketMessage{
+		TicketID: record.ID,
+		SenderID: staffID,
+		Body:     sanitizedBody,
+		IsStaff:  true,
+	}
+
+	if err := repositories.CreateTicketMessage(&message); err != nil {
+		return nil, fail(enums.Internal, messages.FailedSendReply)
+	}
+
+	response := message.ToResponse()
+	return &response, nil
+}
+
+func ListTicketCategories() []ticket.CategoryResponse {
+	categories := repositories.ListTicketCategories()
+
+	items := make([]ticket.CategoryResponse, len(categories))
+	for index, category := range categories {
+		items[index] = category.ToResponse()
+	}
+
+	return items
+}
+
+func CreateTicketCategory(request ticket.CreateCategoryRequest) (*ticket.CategoryResponse, *hypertext.ServiceError) {
+	name := strings.TrimSpace(request.Name)
+	if name == "" {
+		return nil, fail(enums.BadRequest, messages.CategoryNameRequired)
+	}
+
+	category := models.TicketCategory{
+		Name:        name,
+		Description: strings.TrimSpace(request.Description),
+	}
+
+	if err := repositories.CreateTicketCategory(&category); err != nil {
+		return nil, fail(enums.Internal, messages.FailedCreateCategory)
+	}
+
+	response := category.ToResponse()
+	return &response, nil
+}
+
+func UpdateTicketCategory(ref string, request ticket.UpdateCategoryRequest) (*ticket.CategoryResponse, *hypertext.ServiceError) {
+	category, err := repositories.FindTicketCategoryByRef(ref)
+	if err != nil {
+		return nil, fail(enums.NotFound, messages.CategoryNotFound)
+	}
+
+	if request.Name != nil {
+		category.Name = strings.TrimSpace(*request.Name)
+	}
+	if request.Description != nil {
+		category.Description = strings.TrimSpace(*request.Description)
+	}
+	if request.SortOrder != nil {
+		category.SortOrder = *request.SortOrder
+	}
+
+	if err := repositories.UpdateTicketCategory(category); err != nil {
+		return nil, fail(enums.Internal, messages.FailedUpdateCategory)
+	}
+
+	response := category.ToResponse()
+	return &response, nil
+}
+
+func DeleteTicketCategory(ref string) *hypertext.ServiceError {
+	category, err := repositories.FindTicketCategoryByRef(ref)
+	if err != nil {
+		return fail(enums.NotFound, messages.CategoryNotFound)
+	}
+
+	if err := repositories.DeleteTicketCategory(category); err != nil {
+		return fail(enums.Internal, messages.FailedDeleteCategory)
+	}
+
+	return nil
+}
\ No newline at end of file
diff --git a/shrine/services/verification.go b/shrine/services/verification.go
new file mode 100644
index 0000000..a589fd4
--- /dev/null
+++ b/shrine/services/verification.go
@@ -0,0 +1,35 @@
+package services
+
+import (
+	"shrine/enums"
+	"shrine/messages"
+	"shrine/models"
+	"shrine/repositories"
+	"shrine/types/hypertext"
+	"shrine/utils/crypto"
+	"shrine/utils/emails"
+	"shrine/utils/logger"
+	"time"
+)
+
+func SendVerification(citizen *models.User, verificationType enums.VerificationType) *hypertext.ServiceError {
+	token, err := crypto.GenerateToken()
+	if err != nil {
+		return fail(enums.Internal, messages.FailedGenerateToken)
+	}
+
+	citizen.SetVerification(crypto.HashToken(token), time.Now().Add(24*time.Hour), verificationType)
+
+	if err := repositories.UpdateUser(citizen); err != nil {
+		return fail(enums.Internal, messages.FailedStoreToken)
+	}
+
+	switch verificationType {
+	case enums.Activation:
+		if err := emails.SendActivation(citizen.Email, citizen.Username, token); err != nil {
+			logger.Errorf("Auth", "Failed to send activation email to %s: %v", citizen.Email, err)
+		}
+	}
+
+	return nil
+}
\ No newline at end of file
diff --git a/shrine/services/warning.go b/shrine/services/warning.go
new file mode 100644
index 0000000..34e38eb
--- /dev/null
+++ b/shrine/services/warning.go
@@ -0,0 +1,84 @@
+package services
+
+import (
+	"fmt"
+	"shrine/enums"
+	"shrine/messages"
+	"shrine/models"
+	"shrine/repositories"
+	"shrine/types/audit"
+	"shrine/types/hypertext"
+	"shrine/types/warning"
+	"shrine/utils/auth"
+	"shrine/utils/meta"
+	"shrine/utils/sanitize"
+	"strings"
+)
+
+func WarnUser(admin *models.User, target *models.User, request warning.WarnRequest) (*warning.WarningResponse, *hypertext.ServiceError) {
+	if hierarchyErr := auth.ValidateHierarchy(admin, target, "warn"); hierarchyErr != nil {
+		return nil, fail(enums.Forbidden, hierarchyErr.Error())
+	}
+
+	title := strings.TrimSpace(request.Title)
+	if title == "" {
+		return nil, fail(enums.BadRequest, messages.WarningTitleRequired)
+	}
+
+	sanitizedMessage := sanitize.HTML(request.Message)
+	if sanitizedMessage == "" {
+		return nil, fail(enums.BadRequest, messages.WarningMessageRequired)
+	}
+
+	record, err := repositories.CreateWarning(admin.ID, target.ID, title, sanitizedMessage)
+	if err != nil {
+		return nil, fail(enums.Internal, messages.FailedCreateWarning)
+	}
+
+	repositories.LogAction(admin.ID, "user.warn", "user", target.Username, fmt.Sprintf("Warned user @%s", target.Username), audit.WarningDetails{
+		WarningRef: record.SystemRef,
+		Title:      title,
+		Message:    sanitizedMessage,
+	})
+
+	response := record.ToResponse()
+	return &response, nil
+}
+
+func DeactivateWarning(admin *models.User, ref string) (*warning.WarningResponse, *hypertext.ServiceError) {
+	record, err := repositories.FindWarningByRef(ref)
+	if err != nil {
+		return nil, fail(enums.NotFound, messages.WarningNotFound)
+	}
+
+	if !record.Active {
+		return nil, fail(enums.BadRequest, messages.WarningAlreadyInactive)
+	}
+
+	if err := repositories.DeactivateWarning(record); err != nil {
+		return nil, fail(enums.Internal, messages.FailedDeactivateWarn)
+	}
+
+	repositories.LogAction(admin.ID, "user.unwarn", "user", "", fmt.Sprintf("Deactivated warning %s", record.SystemRef), audit.DeactivateWarningDetails{
+		WarningRef: record.SystemRef,
+	})
+
+	response := record.ToResponse()
+	return &response, nil
+}
+
+func ListWarnings(username string, pagination meta.Pagination) ([]warning.WarningResponse, int64, *hypertext.ServiceError) {
+	citizen, serviceErr := ResolveUser(username)
+	if serviceErr != nil {
+		return nil, 0, serviceErr
+	}
+
+	warnings, total := repositories.ListWarningsForUser(citizen.ID, pagination)
+
+	items := make([]warning.WarningResponse, len(warnings))
+	for index, record := range warnings {
+		items[index] = record.ToResponse()
+	}
+
+	return items, total, nil
+}
\ No newline at end of file
diff --git a/shrine/templates/account_banned.html b/shrine/templates/account_banned.html
new file mode 100644
index 0000000..52de852
--- /dev/null
+++ b/shrine/templates/account_banned.html
@@ -0,0 +1,8 @@
+{% extends "layouts/email.html" %}
+{% block content %}
+<h2 style="margin: 0 0 16px 0; font-size: 20px; color: #e8e8f0;">Your account has been banned</h2>
+<p style="margin: 0 0 16px 0; line-height: 1.6; color: #c8c8d8;">Hello {{ username }}, your Pagoda account has been permanently banned.</p>
+<p style="margin: 0 0 8px 0; font-size: 13px; color: #707088;">Reason:</p>
+<p style="margin: 0 0 16px 0; line-height: 1.6; color: #c8c8d8;">{{ reason }}</p>
+<p style="margin: 0 0 16px 0; line-height: 1.6; color: #c8c8d8;">This action is permanent. If you believe this was a mistake, please contact us via email.</p>
+{% endblock %}
\ No newline at end of file
diff --git a/shrine/templates/account_disabled.html b/shrine/templates/account_disabled.html
new file mode 100644
index 0000000..b14d0e6
--- /dev/null
+++ b/shrine/templates/account_disabled.html
@@ -0,0 +1,11 @@
+{% extends "layouts/email.html" %}
+{% block content %}
+<h2 style="margin: 0 0 16px 0; font-size: 20px; color: #e8e8f0;">Your account has been disabled</h2>
+<p style="margin: 0 0 16px 0; line-height: 1.6; color: #c8c8d8;">Hello {{ username }}, your Pagoda account has been temporarily disabled.</p>
+<p style="margin: 0 0 8px 0; font-size: 13px; color: #707088;">Reason:</p>
+<p style="margin: 0 0 16px 0; line-height: 1.6; color: #c8c8d8;">{{ reason }}</p>
+{% if disabled_until %}
+<p style="margin: 0 0 16px 0; line-height: 1.6; color: #c8c8d8;">Your account will be re-enabled on {{ disabled_until }}.</p>
+{% endif %}
+<p style="margin: 0 0 16px 0; line-height: 1.6; color: #c8c8d8;">A system notice has been sent to your inbox with more details. If you believe this was a mistake, you can open a support ticket after logging in.</p>
+{% endblock %}
\ No newline at end of file
diff --git a/shrine/types/request.go b/shrine/types/account/request.go
index c32070d..08a8b0b 100644
--- a/shrine/types/request.go
+++ b/shrine/types/account/request.go
@@ -1,4 +1,4 @@
-package types
+package account
 
 type RegisterRequest struct {
 	Username    string `json:"username"`
@@ -19,16 +19,4 @@ type VerifyRequest struct {
 
 type ResendActivationRequest struct {
 	Email string `json:"email"`
-}
-
-type BanUserRequest struct {
-	Reason string `json:"reason"`
-}
-
-type DisableUserRequest struct {
-	Reason string `json:"reason"`
-}
-
-type ChangeRoleRequest struct {
-	Role string `json:"role"`
 }
\ No newline at end of file
diff --git a/shrine/types/account/response.go b/shrine/types/account/response.go
new file mode 100644
index 0000000..5efcf62
--- /dev/null
+++ b/shrine/types/account/response.go
@@ -0,0 +1,8 @@
+package account
+
+import "shrine/types/user"
+
+type AuthResponse struct {
+	Token string            `json:"token"`
+	User  user.UserResponse `json:"user"`
+}
\ No newline at end of file
diff --git a/shrine/types/audit/details.go b/shrine/types/audit/details.go
new file mode 100644
index 0000000..2c15e04
--- /dev/null
+++ b/shrine/types/audit/details.go
@@ -0,0 +1,37 @@
+package audit
+
+type BanDetails struct {
+	Reason    string `json:"reason"`
+	SystemRef string `json:"system_ref"`
+}
+
+type DisableDetails struct {
+	Reason        string  `json:"reason"`
+	DisabledUntil *string `json:"disabled_until"`
+	SystemRef     string  `json:"system_ref"`
+}
+
+type RoleChangeDetails struct {
+	OldRole string `json:"old_role"`
+	NewRole string `json:"new_role"`
+}
+
+type WarningDetails struct {
+	WarningRef string `json:"warning_ref"`
+	Title      string `json:"title"`
+	Message    string `json:"message"`
+}
+
+type DeactivateWarningDetails struct {
+	WarningRef string `json:"warning_ref"`
+}
+
+type FieldChange struct {
+	Field string `json:"field"`
+	Old   any    `json:"old"`
+	New   any    `json:"new"`
+}
+
+type EditUserDetails struct {
+	Changes []FieldChange `json:"changes"`
+}
\ No newline at end of file
diff --git a/shrine/types/audit/response.go b/shrine/types/audit/response.go
new file mode 100644
index 0000000..3fa2e89
--- /dev/null
+++ b/shrine/types/audit/response.go
@@ -0,0 +1,18 @@
+package audit
+
+import "time"
+
+type AuditLogResponse struct {
+	SystemRef  string    `json:"system_ref"`
+	Actor      string    `json:"actor"`
+	Action     string    `json:"action"`
+	TargetType string    `json:"target_type"`
+	TargetRef  string    `json:"target_ref"`
+	Summary    string    `json:"summary"`
+	CreatedAt  time.Time `json:"created_at"`
+}
+
+type DetailResponse struct {
+	AuditLogResponse
+	Details string `json:"details"`
+}
\ No newline at end of file
diff --git a/shrine/types/common/common.go b/shrine/types/common/common.go
new file mode 100644
index 0000000..5eec682
--- /dev/null
+++ b/shrine/types/common/common.go
@@ -0,0 +1,17 @@
+package common
+
+type ErrorResponse struct {
+	Error string `json:"error"`
+}
+
+type MessageResponse struct {
+	Message string `json:"message"`
+}
+
+type PaginatedResponse struct {
+	Items      any   `json:"items"`
+	Total      int64 `json:"total"`
+	Page       int   `json:"page"`
+	PerPage    int   `json:"per_page"`
+	TotalPages int   `json:"total_pages"`
+}
\ No newline at end of file
diff --git a/shrine/types/council/request.go b/shrine/types/council/request.go
new file mode 100644
index 0000000..2279afd
--- /dev/null
+++ b/shrine/types/council/request.go
@@ -0,0 +1,32 @@
+package council
+
+type BanRequest struct {
+	Reason  string `json:"reason"`
+	Message string `json:"message"`
+}
+
+type DisableRequest struct {
+	Reason        string  `json:"reason"`
+	Message       string  `json:"message"`
+	DisabledUntil *string `json:"disabled_until"`
+}
+
+type EditUserRequest struct {
+	Username    *string `json:"username"`
+	DisplayName *string `json:"display_name"`
+	Email       *string `json:"email"`
+	Bio         *string `json:"bio"`
+	Birthday    *string `json:"birthday"`
+	AvatarURL   *string `json:"avatar_url"`
+	BlinkieURL  *string `json:"blinkie_url"`
+	Website     *string `json:"website"`
+	Location    *string `json:"location"`
+	Pronouns    *string `json:"pronouns"`
+	Signature   *string `json:"signature"`
+	Jade        *uint64 `json:"jade"`
+	Honor       *uint64 `json:"honor"`
+}
+
+type ChangeRoleRequest struct {
+	Role string `json:"role"`
+}
\ No newline at end of file
diff --git a/shrine/types/http.go b/shrine/types/http.go
deleted file mode 100644
index ee4eb70..0000000
--- a/shrine/types/http.go
+++ /dev/null
@@ -1,29 +0,0 @@
-package types
-
-type HTTPMethod string
-
-const (
-	GET     HTTPMethod = "GET"
-	POST    HTTPMethod = "POST"
-	PUT     HTTPMethod = "PUT"
-	PATCH   HTTPMethod = "PATCH"
-	DELETE  HTTPMethod = "DELETE"
-	OPTIONS HTTPMethod = "OPTIONS"
-	HEAD    HTTPMethod = "HEAD"
-)
-
-type HTTPParam struct {
-	Key   string
-	Value string
-}
-
-type Request struct {
-	Path        string
-	Method      string
-	Query       []HTTPParam
-	Params      []HTTPParam
-	Headers     []HTTPParam
-	QueryString string
-	IP          string
-	URL         string
-}
diff --git a/shrine/types/hypertext/errors.go b/shrine/types/hypertext/errors.go
new file mode 100644
index 0000000..f014252
--- /dev/null
+++ b/shrine/types/hypertext/errors.go
@@ -0,0 +1,10 @@
+package hypertext
+
+import "shrine/enums"
+
+type ServiceError struct {
+	Kind    enums.ErrorKind
+	Message string
+}
+
+func (e *ServiceError) Error() string { return e.Message }
\ No newline at end of file
diff --git a/shrine/types/hypertext/request.go b/shrine/types/hypertext/request.go
new file mode 100644
index 0000000..8a46071
--- /dev/null
+++ b/shrine/types/hypertext/request.go
@@ -0,0 +1,17 @@
+package hypertext
+
+type Param struct {
+	Key   string
+	Value string
+}
+
+type Request struct {
+	Path        string
+	Method      string
+	Query       []Param
+	Params      []Param
+	Headers     []Param
+	QueryString string
+	IP          string
+	URL         string
+}
\ No newline at end of file
diff --git a/shrine/types/letter/request.go b/shrine/types/letter/request.go
new file mode 100644
index 0000000..2687352
--- /dev/null
+++ b/shrine/types/letter/request.go
@@ -0,0 +1,23 @@
+package letter
+
+type CreateRequest struct {
+	Recipients []string `json:"recipients"`
+	Title      string   `json:"title"`
+	Body       string   `json:"body"`
+}
+
+type SendMessageRequest struct {
+	Body string `json:"body"`
+}
+
+type EditMessageRequest struct {
+	Body string `json:"body"`
+}
+
+type RenameRequest struct {
+	Title string `json:"title"`
+}
+
+type RemoveParticipantRequest struct {
+	Username string `json:"username"`
+}
\ No newline at end of file
diff --git a/shrine/types/letter/response.go b/shrine/types/letter/response.go
new file mode 100644
index 0000000..6cbd6ed
--- /dev/null
+++ b/shrine/types/letter/response.go
@@ -0,0 +1,52 @@
+package letter
+
+import (
+	"shrine/types/user"
+	"time"
+)
+
+type ParticipantResponse struct {
+	Username    string `json:"username"`
+	DisplayName string `json:"display_name"`
+	AvatarURL   string `json:"avatar_url"`
+	Role        string `json:"role"`
+}
+
+type AttachmentResponse struct {
+	Ref         string `json:"ref"`
+	FileName    string `json:"file_name"`
+	URL         string `json:"url"`
+	FileSize    int64  `json:"file_size"`
+	ContentType string `json:"content_type"`
+}
+
+type MessageResponse struct {
+	Ref         string                       `json:"ref"`
+	Sender      *user.CitizenSummaryResponse `json:"sender"`
+	Body        string                       `json:"body"`
+	Attachments []AttachmentResponse         `json:"attachments"`
+	EditedAt    *time.Time                   `json:"edited_at"`
+	CreatedAt   time.Time                    `json:"created_at"`
+	Deleted     bool                         `json:"deleted"`
+}
+
+type LetterResponse struct {
+	Ref          string                `json:"ref"`
+	Title        string                `json:"title"`
+	IsSystem     bool                  `json:"is_system"`
+	SystemRef    string                `json:"system_ref,omitempty"`
+	Participants []ParticipantResponse `json:"participants"`
+	LastMessage  *MessageResponse      `json:"last_message,omitempty"`
+	Unread       bool                  `json:"unread"`
+	UpdatedAt    time.Time             `json:"updated_at"`
+}
+
+type DetailResponse struct {
+	Ref          string                `json:"ref"`
+	Title        string                `json:"title"`
+	IsSystem     bool                  `json:"is_system"`
+	SystemRef    string                `json:"system_ref,omitempty"`
+	Participants []ParticipantResponse `json:"participants"`
+	Messages     []MessageResponse     `json:"messages"`
+	CreatedAt    time.Time             `json:"created_at"`
+}
\ No newline at end of file
diff --git a/shrine/types/ticket/request.go b/shrine/types/ticket/request.go
new file mode 100644
index 0000000..f19ea2b
--- /dev/null
+++ b/shrine/types/ticket/request.go
@@ -0,0 +1,30 @@
+package ticket
+
+type CreateRequest struct {
+	CategoryRef string `json:"category_ref"`
+	Subject     string `json:"subject"`
+	Body        string `json:"body"`
+	Priority    string `json:"priority"`
+}
+
+type UpdateRequest struct {
+	Status      *string `json:"status"`
+	Priority    *string `json:"priority"`
+	CategoryRef *string `json:"category_ref"`
+	Assignee    *string `json:"assignee"`
+}
+
+type CreateCategoryRequest struct {
+	Name        string `json:"name"`
+	Description string `json:"description"`
+}
+
+type UpdateCategoryRequest struct {
+	Name        *string `json:"name"`
+	Description *string `json:"description"`
+	SortOrder   *uint   `json:"sort_order"`
+}
+
+type SendMessageRequest struct {
+	Body string `json:"body"`
+}
\ No newline at end of file
diff --git a/shrine/types/ticket/response.go b/shrine/types/ticket/response.go
new file mode 100644
index 0000000..c76c352
--- /dev/null
+++ b/shrine/types/ticket/response.go
@@ -0,0 +1,38 @@
+package ticket
+
+import (
+	"shrine/types/user"
+	"time"
+)
+
+type CategoryResponse struct {
+	Ref         string `json:"ref"`
+	Name        string `json:"name"`
+	Description string `json:"description"`
+	SortOrder   uint   `json:"sort_order"`
+}
+
+type MessageResponse struct {
+	Ref       string                       `json:"ref"`
+	Sender    user.CitizenSummaryResponse  `json:"sender"`
+	Body      string                       `json:"body"`
+	IsStaff   bool                         `json:"is_staff"`
+	CreatedAt time.Time                    `json:"created_at"`
+}
+
+type TicketResponse struct {
+	Ref       string                        `json:"ref"`
+	Subject   string                        `json:"subject"`
+	Category  CategoryResponse              `json:"category"`
+	Priority  string                        `json:"priority"`
+	Status    string                        `json:"status"`
+	User      user.CitizenSummaryResponse   `json:"user"`
+	Assignee  *user.CitizenSummaryResponse  `json:"assignee"`
+	CreatedAt time.Time                     `json:"created_at"`
+	UpdatedAt time.Time                     `json:"updated_at"`
+}
+
+type DetailResponse struct {
+	TicketResponse
+	Messages []MessageResponse `json:"messages"`
+}
\ No newline at end of file
diff --git a/shrine/types/response.go b/shrine/types/user/user.go
index 297a34b..4126bfc 100644
--- a/shrine/types/response.go
+++ b/shrine/types/user/user.go
@@ -1,13 +1,11 @@
-package types
+package user
 
 import "time"
 
-type ErrorResponse struct {
-	Error string `json:"error"`
-}
-
-type MessageResponse struct {
-	Message string `json:"message"`
+type CitizenSummaryResponse struct {
+	Username    string `json:"username"`
+	DisplayName string `json:"display_name"`
+	AvatarURL   string `json:"avatar_url"`
 }
 
 type UserResponse struct {
@@ -26,45 +24,26 @@ type UserResponse struct {
 	CreatedAt   time.Time  `json:"created_at"`
 }
 
-type AuthResponse struct {
-	Token string       `json:"token"`
-	User  UserResponse `json:"user"`
-}
-
-type CitizenSummary struct {
-	Username    string `json:"username"`
-	DisplayName string `json:"display_name"`
-	AvatarURL   string `json:"avatar_url"`
-}
-
-type StatsResponse struct {
-	Citizens       int64            `json:"citizens"`
-	Online         int64            `json:"online"`
-	NewestCitizens []CitizenSummary `json:"newest_citizens"`
-	OnlineCitizens []CitizenSummary `json:"online_citizens"`
-}
-
 type AdminUserResponse struct {
-	Username        string     `json:"username"`
-	Email           string     `json:"email"`
-	DisplayName     string     `json:"display_name"`
-	AvatarURL       string     `json:"avatar_url"`
-	Role            string     `json:"role"`
+	UserResponse
+	Jade            uint64     `json:"jade"`
+	Honor           uint64     `json:"honor"`
 	EmailVerified   bool       `json:"email_verified"`
+	WarningCount    uint       `json:"warning_count"`
 	AccountBanned   bool       `json:"account_banned"`
 	BannedReason    string     `json:"banned_reason"`
 	BannedAt        *time.Time `json:"banned_at"`
 	AccountDisabled bool       `json:"account_disabled"`
 	DisabledReason  string     `json:"disabled_reason"`
 	DisabledAt      *time.Time `json:"disabled_at"`
+	DisabledUntil   *time.Time `json:"disabled_until"`
 	LastSeenAt      *time.Time `json:"last_seen_at"`
-	CreatedAt       time.Time  `json:"created_at"`
+	RegistrationIP  string     `json:"registration_ip"`
 }
 
-type PaginatedResponse struct {
-	Items      any   `json:"items"`
-	Total      int64 `json:"total"`
-	Page       int   `json:"page"`
-	PerPage    int   `json:"per_page"`
-	TotalPages int   `json:"total_pages"`
-}
+type StatsResponse struct {
+	Citizens       int64                    `json:"citizens"`
+	Online         int64                    `json:"online"`
+	NewestCitizens []CitizenSummaryResponse `json:"newest_citizens"`
+	OnlineCitizens []CitizenSummaryResponse `json:"online_citizens"`
+}
\ No newline at end of file
diff --git a/shrine/types/warning/request.go b/shrine/types/warning/request.go
new file mode 100644
index 0000000..c127dee
--- /dev/null
+++ b/shrine/types/warning/request.go
@@ -0,0 +1,6 @@
+package warning
+
+type WarnRequest struct {
+	Title   string `json:"title"`
+	Message string `json:"message"`
+}
\ No newline at end of file
diff --git a/shrine/types/warning/response.go b/shrine/types/warning/response.go
new file mode 100644
index 0000000..fb021ba
--- /dev/null
+++ b/shrine/types/warning/response.go
@@ -0,0 +1,11 @@
+package warning
+
+import "time"
+
+type WarningResponse struct {
+	SystemRef string    `json:"system_ref"`
+	Admin     string    `json:"admin"`
+	Message   string    `json:"message"`
+	Active    bool      `json:"active"`
+	CreatedAt time.Time `json:"created_at"`
+}
\ No newline at end of file
diff --git a/shrine/utils/auth/auth.go b/shrine/utils/auth/auth.go
index 88bce99..44db75a 100644
--- a/shrine/utils/auth/auth.go
+++ b/shrine/utils/auth/auth.go
@@ -1,13 +1,10 @@
 package auth
 
 import (
-	"crypto/hmac"
-	"crypto/rand"
-	"crypto/sha256"
-	"encoding/hex"
 	"shrine/config"
 	"shrine/models"
 	"shrine/repositories"
+	"shrine/utils/crypto"
 	"shrine/utils/meta"
 	"strings"
 	"time"
@@ -20,21 +17,6 @@ const (
 	tokenHashKey = "__auth_token_hash"
 )
 
-func GenerateToken() (string, error) {
-	bytes := make([]byte, 32)
-	_, err := rand.Read(bytes)
-	if err != nil {
-		return "", err
-	}
-	return hex.EncodeToString(bytes), nil
-}
-
-func HashToken(rawToken string) string {
-	mac := hmac.New(sha256.New, []byte(config.Server.Secret))
-	mac.Write([]byte(rawToken))
-	return hex.EncodeToString(mac.Sum(nil))
-}
-
 func IsAuthenticated(context *fiber.Ctx) bool {
 	header, ok := meta.Request(context).Header("Authorization")
 	if !ok || !strings.HasPrefix(header, "Bearer ") {
@@ -42,7 +24,7 @@ func IsAuthenticated(context *fiber.Ctx) bool {
 	}
 
 	rawToken := strings.TrimPrefix(header, "Bearer ")
-	tokenHash := HashToken(rawToken)
+	tokenHash := crypto.HashToken(rawToken)
 
 	token, err := repositories.FindValidToken(tokenHash)
 	if err != nil {
@@ -108,7 +90,7 @@ func GetTokenHash(context *fiber.Ctx) string {
 }
 
 func IssueToken(context *fiber.Ctx, userID uint) (string, error) {
-	token, err := GenerateToken()
+	token, err := crypto.GenerateToken()
 	if err != nil {
 		return "", err
 	}
@@ -117,7 +99,7 @@ func IssueToken(context *fiber.Ctx, userID uint) (string, error) {
 	userAgent, _ := request.Header("User-Agent")
 
 	record := models.Token{
-		TokenHash: HashToken(token),
+		TokenHash: crypto.HashToken(token),
 		UserID:    userID,
 		ExpiresAt: time.Now().Add(config.Server.TokenExpiry),
 		IPAddress: request.IP,
diff --git a/shrine/utils/auth/hierarchy.go b/shrine/utils/auth/hierarchy.go
new file mode 100644
index 0000000..2fa6583
--- /dev/null
+++ b/shrine/utils/auth/hierarchy.go
@@ -0,0 +1,22 @@
+package auth
+
+import (
+	"fmt"
+	"shrine/models"
+)
+
+func ValidateHierarchy(admin *models.User, target *models.User, action string) error {
+	if target.ID == admin.ID {
+		return fmt.Errorf("You cannot %s yourself.", action)
+	}
+
+	if target.IsOwner() {
+		return fmt.Errorf("You cannot %s the owner.", action)
+	}
+
+	if target.IsAdmin() && !admin.IsOwner() {
+		return fmt.Errorf("Only the owner can %s an administrator.", action)
+	}
+
+	return nil
+}
\ No newline at end of file
diff --git a/shrine/utils/collections/set.go b/shrine/utils/collections/set.go
index 69e9de1..fb6b1eb 100644
--- a/shrine/utils/collections/set.go
+++ b/shrine/utils/collections/set.go
@@ -14,15 +14,3 @@ func (set Set[T]) Has(value T) bool {
 	_, exists := set[value]
 	return exists
 }
-
-func (set Set[T]) Add(value T) {
-	set[value] = struct{}{}
-}
-
-func (set Set[T]) Remove(value T) {
-	delete(set, value)
-}
-
-func (set Set[T]) Len() int {
-	return len(set)
-}
\ No newline at end of file
diff --git a/shrine/utils/crypto/refs.go b/shrine/utils/crypto/refs.go
new file mode 100644
index 0000000..e038004
--- /dev/null
+++ b/shrine/utils/crypto/refs.go
@@ -0,0 +1,25 @@
+package crypto
+
+import (
+	"crypto/rand"
+	"time"
+)
+
+const alphabet = "abcdefghijklmnopqrstuvwxyz0123456789"
+
+func randomString(length int) string {
+	bytes := make([]byte, length)
+	rand.Read(bytes)
+	for i := range bytes {
+		bytes[i] = alphabet[bytes[i]%byte(len(alphabet))]
+	}
+	return string(bytes)
+}
+
+func SystemRef() string {
+	return time.Now().Format("020106") + randomString(8)
+}
+
+func Ref() string {
+	return randomString(12)
+}
\ No newline at end of file
diff --git a/shrine/utils/crypto/token.go b/shrine/utils/crypto/token.go
new file mode 100644
index 0000000..e249d38
--- /dev/null
+++ b/shrine/utils/crypto/token.go
@@ -0,0 +1,24 @@
+package crypto
+
+import (
+	"crypto/hmac"
+	"crypto/rand"
+	"crypto/sha256"
+	"encoding/hex"
+	"shrine/config"
+)
+
+func GenerateToken() (string, error) {
+	bytes := make([]byte, 32)
+	_, err := rand.Read(bytes)
+	if err != nil {
+		return "", err
+	}
+	return hex.EncodeToString(bytes), nil
+}
+
+func HashToken(rawToken string) string {
+	mac := hmac.New(sha256.New, []byte(config.Server.Secret))
+	mac.Write([]byte(rawToken))
+	return hex.EncodeToString(mac.Sum(nil))
+}
\ No newline at end of file
diff --git a/shrine/utils/emails/emails.go b/shrine/utils/emails/emails.go
index 7dae0bb..7b11327 100644
--- a/shrine/utils/emails/emails.go
+++ b/shrine/utils/emails/emails.go
@@ -9,7 +9,11 @@ import (
 	"github.com/flosch/pongo2/v6"
 )
 
-var activationTemplate *pongo2.Template
+var (
+	activationTemplate *pongo2.Template
+	disabledTemplate   *pongo2.Template
+	bannedTemplate     *pongo2.Template
+)
 
 func init() {
 	var err error
@@ -17,6 +21,14 @@ func init() {
 	if err != nil {
 		panic(fmt.Sprintf("failed to load activation template: %v", err))
 	}
+	disabledTemplate, err = pongo2.FromFile("templates/account_disabled.html")
+	if err != nil {
+		panic(fmt.Sprintf("failed to load disabled template: %v", err))
+	}
+	bannedTemplate, err = pongo2.FromFile("templates/account_banned.html")
+	if err != nil {
+		panic(fmt.Sprintf("failed to load banned template: %v", err))
+	}
 }
 
 func Send(to string, subject string, html string) error {
@@ -49,4 +61,29 @@ func SendActivation(to string, username string, token string) error {
 	}
 
 	return Send(to, "Verify your Pagoda account", html)
+}
+
+func SendDisabledNotification(to string, username string, reason string, disabledUntil string) error {
+	html, err := disabledTemplate.Execute(pongo2.Context{
+		"username":       username,
+		"reason":         reason,
+		"disabled_until": disabledUntil,
+	})
+	if err != nil {
+		return err
+	}
+
+	return Send(to, "Your Pagoda account has been disabled", html)
+}
+
+func SendBannedNotification(to string, username string, reason string) error {
+	html, err := bannedTemplate.Execute(pongo2.Context{
+		"username": username,
+		"reason":   reason,
+	})
+	if err != nil {
+		return err
+	}
+
+	return Send(to, "Your Pagoda account has been banned", html)
 }
\ No newline at end of file
diff --git a/shrine/utils/meta/builder.go b/shrine/utils/meta/builder.go
index 96bf61a..00c2050 100644
--- a/shrine/utils/meta/builder.go
+++ b/shrine/utils/meta/builder.go
@@ -1,13 +1,13 @@
 package meta
 
 import (
-	"shrine/types"
+	"shrine/types/hypertext"
 
 	"github.com/gofiber/fiber/v2"
 )
 
-func BuildRequest(context *fiber.Ctx) types.Request {
-	return types.Request{
+func BuildRequest(context *fiber.Ctx) hypertext.Request {
+	return hypertext.Request{
 		Path:        context.Path(),
 		Method:      context.Method(),
 		Query:       buildQueryParams(context),
diff --git a/shrine/utils/meta/functions.go b/shrine/utils/meta/functions.go
index e36e296..d89143e 100644
--- a/shrine/utils/meta/functions.go
+++ b/shrine/utils/meta/functions.go
@@ -1,15 +1,15 @@
 package meta
 
 import (
-	"shrine/types"
+	"shrine/types/hypertext"
 
 	"github.com/gofiber/fiber/v2"
 )
 
-func buildQueryParams(context *fiber.Ctx) []types.HTTPParam {
-	params := make([]types.HTTPParam, 0)
+func buildQueryParams(context *fiber.Ctx) []hypertext.Param {
+	params := make([]hypertext.Param, 0)
 	context.Request().URI().QueryArgs().VisitAll(func(k, v []byte) {
-		params = append(params, types.HTTPParam{
+		params = append(params, hypertext.Param{
 			Key:   string(k),
 			Value: string(v),
 		})
@@ -17,10 +17,10 @@ func buildQueryParams(context *fiber.Ctx) []types.HTTPParam {
 	return params
 }
 
-func buildRouteParams(context *fiber.Ctx) []types.HTTPParam {
-	params := make([]types.HTTPParam, 0)
+func buildRouteParams(context *fiber.Ctx) []hypertext.Param {
+	params := make([]hypertext.Param, 0)
 	for k, v := range context.AllParams() {
-		params = append(params, types.HTTPParam{
+		params = append(params, hypertext.Param{
 			Key:   k,
 			Value: v,
 		})
@@ -28,10 +28,10 @@ func buildRouteParams(context *fiber.Ctx) []types.HTTPParam {
 	return params
 }
 
-func buildHeaders(context *fiber.Ctx) []types.HTTPParam {
-	params := make([]types.HTTPParam, 0)
+func buildHeaders(context *fiber.Ctx) []hypertext.Param {
+	params := make([]hypertext.Param, 0)
 	context.Request().Header.VisitAll(func(k, v []byte) {
-		params = append(params, types.HTTPParam{
+		params = append(params, hypertext.Param{
 			Key:   string(k),
 			Value: string(v),
 		})
diff --git a/shrine/utils/meta/pagination.go b/shrine/utils/meta/pagination.go
index 27f42a7..8b559bf 100644
--- a/shrine/utils/meta/pagination.go
+++ b/shrine/utils/meta/pagination.go
@@ -1,7 +1,7 @@
 package meta
 
 import (
-	"shrine/types"
+	"shrine/types/common"
 	"strconv"
 
 	"github.com/gofiber/fiber/v2"
@@ -35,13 +35,13 @@ func (p Pagination) Apply(query *gorm.DB) *gorm.DB {
 	return query.Offset((p.Page - 1) * p.PerPage).Limit(p.PerPage)
 }
 
-func (p Pagination) Response(items any, total int64) types.PaginatedResponse {
+func (p Pagination) Response(items any, total int64) common.PaginatedResponse {
 	totalPages := int(total) / p.PerPage
 	if int(total)%p.PerPage > 0 {
 		totalPages++
 	}
 
-	return types.PaginatedResponse{
+	return common.PaginatedResponse{
 		Items:      items,
 		Total:      total,
 		Page:       p.Page,
diff --git a/shrine/utils/meta/request.go b/shrine/utils/meta/request.go
index 25d32a4..b759a7c 100644
--- a/shrine/utils/meta/request.go
+++ b/shrine/utils/meta/request.go
@@ -1,7 +1,7 @@
 package meta
 
 import (
-	"shrine/types"
+	"shrine/types/hypertext"
 	"shrine/utils/logger"
 
 	"github.com/gofiber/fiber/v2"
@@ -10,7 +10,7 @@ import (
 const RequestKey = "__request_context"
 
 func Request(context *fiber.Ctx) facade {
-	request, ok := context.Locals(RequestKey).(types.Request)
+	request, ok := context.Locals(RequestKey).(hypertext.Request)
 	if !ok {
 		logger.Errorf("META", "RequestContext missing in fiber locals")
 		return facade{}
diff --git a/shrine/utils/meta/types.go b/shrine/utils/meta/types.go
index 81b3579..eb4c2cd 100644
--- a/shrine/utils/meta/types.go
+++ b/shrine/utils/meta/types.go
@@ -1,23 +1,23 @@
 package meta
 
 import (
-	"shrine/types"
+	"shrine/types/hypertext"
 
 	"github.com/gofiber/fiber/v2"
 )
 
 type facade struct {
-	types.Request
+	hypertext.Request
 	context *fiber.Ctx
 }
 
 type required struct {
-	request types.Request
+	request hypertext.Request
 	context *fiber.Ctx
 }
 
 type withDefault struct {
-	request  types.Request
+	request  hypertext.Request
 	context  *fiber.Ctx
 	defaults string
 }
diff --git a/shrine/utils/sanitize/sanitize.go b/shrine/utils/sanitize/sanitize.go
new file mode 100644
index 0000000..5335a54
--- /dev/null
+++ b/shrine/utils/sanitize/sanitize.go
@@ -0,0 +1,13 @@
+package sanitize
+
+import (
+	"strings"
+
+	"github.com/microcosm-cc/bluemonday"
+)
+
+var policy = bluemonday.UGCPolicy()
+
+func HTML(input string) string {
+	return policy.Sanitize(strings.TrimSpace(input))
+}
\ No newline at end of file
diff --git a/shrine/utils/shortcuts/response.go b/shrine/utils/shortcuts/response.go
index 70332ab..a8653fb 100644
--- a/shrine/utils/shortcuts/response.go
+++ b/shrine/utils/shortcuts/response.go
@@ -1,19 +1,89 @@
 package shortcuts
 
-import "github.com/gofiber/fiber/v2"
+import (
+	"shrine/enums"
+	"shrine/types/common"
+	"shrine/types/hypertext"
 
-func Response(ctx *fiber.Ctx, data any) *response {
-	return &response{
-		ctx:    ctx,
-		data:   data,
-		status: fiber.StatusOK,
+	"github.com/gofiber/fiber/v2"
+)
+
+func Respond(context *fiber.Ctx, data any) *Response {
+	return &Response{
+		Context: context,
+		Data:    data,
+		Status:  fiber.StatusOK,
+	}
+}
+
+func (self *Response) As(status int) error {
+	self.Status = status
+	if self.Data == nil {
+		return self.Context.SendStatus(status)
 	}
+	return self.Context.Status(status).JSON(self.Data)
 }
 
-func (r *response) As(status int) error {
-	r.status = status
-	if r.data == nil {
-		return r.ctx.SendStatus(status)
+func HandleError(context *fiber.Ctx, err *hypertext.ServiceError) error {
+	statusMap := map[enums.ErrorKind]int{
+		enums.BadRequest:     fiber.StatusBadRequest,
+		enums.Unauthorized:   fiber.StatusUnauthorized,
+		enums.Forbidden:      fiber.StatusForbidden,
+		enums.NotFound:       fiber.StatusNotFound,
+		enums.Conflict:       fiber.StatusConflict,
+		enums.Unprocessable:  fiber.StatusUnprocessableEntity,
+		enums.TooManyRequest: fiber.StatusTooManyRequests,
+		enums.Internal:       fiber.StatusInternalServerError,
+	}
+
+	status, exists := statusMap[err.Kind]
+	if !exists {
+		status = fiber.StatusInternalServerError
 	}
-	return r.ctx.Status(status).JSON(r.data)
+
+	return Respond(context, common.ErrorResponse{
+		Error: err.Message,
+	}).As(status)
+}
+
+func BadRequest(context *fiber.Ctx, err error) error {
+	return Respond(context, common.ErrorResponse{
+		Error: err.Error(),
+	}).As(fiber.StatusBadRequest)
+}
+
+func Unauthorized(context *fiber.Ctx, err error) error {
+	return Respond(context, common.ErrorResponse{
+		Error: err.Error(),
+	}).As(fiber.StatusUnauthorized)
 }
+
+func Forbidden(context *fiber.Ctx, err error) error {
+	return Respond(context, common.ErrorResponse{
+		Error: err.Error(),
+	}).As(fiber.StatusForbidden)
+}
+
+func NotFound(context *fiber.Ctx, err error) error {
+	return Respond(context, common.ErrorResponse{
+		Error: err.Error(),
+	}).As(fiber.StatusNotFound)
+}
+
+func InternalServerError(context *fiber.Ctx, err error) error {
+	return Respond(context, common.ErrorResponse{
+		Error: err.Error(),
+	}).As(fiber.StatusInternalServerError)
+}
+
+func Success(context *fiber.Ctx, data any) error {
+	return Respond(context, data).As(fiber.StatusOK)
+}
+
+func Created(context *fiber.Ctx, data any) error {
+	return Respond(context, data).As(fiber.StatusCreated)
+}
+
+func NoContent(context *fiber.Ctx) error {
+	return Respond(context, nil).As(fiber.StatusNoContent)
+}
\ No newline at end of file
diff --git a/shrine/utils/shortcuts/types.go b/shrine/utils/shortcuts/types.go
index 122ad13..5d521d8 100644
--- a/shrine/utils/shortcuts/types.go
+++ b/shrine/utils/shortcuts/types.go
@@ -2,8 +2,8 @@ package shortcuts
 
 import "github.com/gofiber/fiber/v2"
 
-type response struct {
-	ctx    *fiber.Ctx
-	data   any
-	status int
-}
+type Response struct {
+	Context *fiber.Ctx
+	Data    any
+	Status  int
+}
\ No newline at end of file
diff --git a/shrine/utils/urls/attach.go b/shrine/utils/urls/attach.go
index e9b0a66..959fb4d 100644
--- a/shrine/utils/urls/attach.go
+++ b/shrine/utils/urls/attach.go
@@ -1,20 +1,20 @@
 package urls
 
 import (
-	"shrine/types"
+	"shrine/enums"
 	"shrine/utils/logger"
 
 	"github.com/gofiber/fiber/v2"
 )
 
-var methodBinders = map[types.HTTPMethod]func(fiber.Router, string, fiber.Handler) fiber.Router{
-	types.GET:     func(r fiber.Router, path string, h fiber.Handler) fiber.Router { return r.Get(path, h) },
-	types.POST:    func(r fiber.Router, path string, h fiber.Handler) fiber.Router { return r.Post(path, h) },
-	types.PUT:     func(r fiber.Router, path string, h fiber.Handler) fiber.Router { return r.Put(path, h) },
-	types.PATCH:   func(r fiber.Router, path string, h fiber.Handler) fiber.Router { return r.Patch(path, h) },
-	types.DELETE:  func(r fiber.Router, path string, h fiber.Handler) fiber.Router { return r.Delete(path, h) },
-	types.OPTIONS: func(r fiber.Router, path string, h fiber.Handler) fiber.Router { return r.Options(path, h) },
-	types.HEAD:    func(r fiber.Router, path string, h fiber.Handler) fiber.Router { return r.Head(path, h) },
+var methodBinders = map[enums.HTTPMethod]func(fiber.Router, string, fiber.Handler) fiber.Router{
+	enums.GET:     func(r fiber.Router, path string, h fiber.Handler) fiber.Router { return r.Get(path, h) },
+	enums.POST:    func(r fiber.Router, path string, h fiber.Handler) fiber.Router { return r.Post(path, h) },
+	enums.PUT:     func(r fiber.Router, path string, h fiber.Handler) fiber.Router { return r.Put(path, h) },
+	enums.PATCH:   func(r fiber.Router, path string, h fiber.Handler) fiber.Router { return r.Patch(path, h) },
+	enums.DELETE:  func(r fiber.Router, path string, h fiber.Handler) fiber.Router { return r.Delete(path, h) },
+	enums.OPTIONS: func(r fiber.Router, path string, h fiber.Handler) fiber.Router { return r.Options(path, h) },
+	enums.HEAD:    func(r fiber.Router, path string, h fiber.Handler) fiber.Router { return r.Head(path, h) },
 }
 
 func Attach(app *fiber.App) {
diff --git a/shrine/utils/urls/path.go b/shrine/utils/urls/path.go
index fe5219d..3a552ae 100644
--- a/shrine/utils/urls/path.go
+++ b/shrine/utils/urls/path.go
@@ -1,13 +1,13 @@
 package urls
 
 import (
-	"shrine/types"
+	"shrine/enums"
 	"strings"
 
 	"github.com/gofiber/fiber/v2"
 )
 
-func Path(method types.HTTPMethod, path string, handler fiber.Handler, name string) {
+func Path(method enums.HTTPMethod, path string, handler fiber.Handler, name string) {
 	registry.mutex.Lock()
 	defer registry.mutex.Unlock()
 
@@ -38,14 +38,3 @@ func Path(method types.HTTPMethod, path string, handler fiber.Handler, name stri
 	}
 }
 
-func GetFullPath(routeName string) (string, bool) {
-	registry.mutex.Lock()
-	defer registry.mutex.Unlock()
-
-	route, ok := registry.routes[routeName]
-	if !ok {
-		return "", false
-	}
-
-	return route.fullPath, true
-}
diff --git a/shrine/utils/urls/types.go b/shrine/utils/urls/types.go
index 0913ff9..515f5ef 100644
--- a/shrine/utils/urls/types.go
+++ b/shrine/utils/urls/types.go
@@ -1,14 +1,14 @@
 package urls
 
 import (
-	"shrine/types"
+	"shrine/enums"
 	"sync"
 
 	"github.com/gofiber/fiber/v2"
 )
 
 type registeredRoute struct {
-	method    types.HTTPMethod
+	method    enums.HTTPMethod
 	path      string
 	handler   fiber.Handler
 	namespace string