feat(ticket): record urges in thread, show urge count in admin, mail admins

- aksrt_ticket gains urge_count / last_urge_time (schema 3.1.0)
- cooldown moves from transient to an atomic conditional UPDATE
- urge inserts a system reply rendered as a centered notice (not quotable)
- admin list badge + info card row for urge count / last time
- new ticket_urge_admin mail event via aksrt_ticket_urged

Co-Authored-By: Claude Fable 5 <noreply@anthropic.com>

assets/css/admin/tickets.css

@@ -156,6 +156,28 @@
 .aksrt-ticket-detail__reply { margin: 0; }
 .aksrt-ticket-detail__reply.is-admin { margin-left: 32px; background: #f0f6fc; border-color: #c5d9ed; }
 .aksrt-ticket-detail__reply.is-user { margin-right: 32px; }
+/* 系统记录（催单等）：居中细条，与对话气泡区分。 */
+.aksrt-ticket-detail__system {
+	display: flex;
+	justify-content: center;
+	gap: 8px;
+	margin: 0;
+	color: var(--aksrt-tk-muted);
+	font-size: 12px;
+}
+.aksrt-ticket-detail__system span { color: #b32d2e; }
+/* 催单徽标：列表标题旁 + 详情信息卡。 */
+.aksrt-ticket-urge {
+	display: inline-block;
+	padding: 0 6px;
+	color: #b32d2e;
+	font-size: 12px;
+	line-height: 18px;
+	background: #fcf0f1;
+	border: 1px solid #f0c3c5;
+	border-radius: 9px;
+	vertical-align: middle;
+}
 .aksrt-ticket-detail__quote {
 	margin: 0 0 8px;
 	padding: 6px 10px;

assets/css/routes/tickets.css

@@ -545,6 +545,19 @@
 .aksrt-ticket-msg { display: flex; gap: 10px; align-items: flex-start; }
 .aksrt-ticket-msg.is-user { flex-direction: row-reverse; }
 
+/* 系统记录（如催单）：居中灰色提示条。 */
+.aksrt-ticket-msg.is-system { justify-content: center; }
+.aksrt-ticket-msg__system {
+  display: inline-flex;
+  gap: 6px;
+  align-items: center;
+  padding: 3px 12px;
+  border-radius: 999px;
+  background: color-mix(in srgb, var(--tickets-ink) 6%, transparent);
+  color: var(--tickets-muted);
+  font-size: 12px;
+}
+
 .aksrt-ticket-msg__avatar {
   display: inline-grid;
   flex: 0 0 32px;

assets/js/ticket-center.js

@@ -406,6 +406,11 @@
   }
 
   function messageHtml(msg, canQuote) {
+    if (msg.author_type === 'system') {
+      // 系统记录（如催单）：居中提示，不可引用。
+      return '<li class="aksrt-ticket-msg is-system"><span class="aksrt-ticket-msg__system">'
+        + icon('fa-bell') + escapeHtml(msg.content) + timeTag(msg.created_at) + '</span></li>';
+    }
     var admin = msg.author_type === 'admin';
     var name = msg.author_name || (admin ? '客服' : '我');
     var avatar = admin ? icon('fa-headset') : escapeHtml(Array.from(name)[0] || '我');
@@ -550,6 +555,8 @@
     sendUrge(ctx.ticket).then(function (result) {
       ctx.urgeUntil = Date.now() + (parseInt(result.data && result.data.urge_wait, 10) || 0) * 1000;
       notyf('已提醒客服优先处理，请耐心等待', 'success');
+      // 重新拉取详情，让时间线出现本次的「用户催单」系统记录。
+      return fetchDetail(shell, ctx.ticket.id, { scrollEnd: true });
     }).catch(function (error) {
       var wait = parseInt(error && error.data && error.data.urge_wait, 10) || 0;
       if (wait) ctx.urgeUntil = Date.now() + wait * 1000;