feat(ticket): replace the after-sale flow with a general ticket system

The old 售后 flow was an order-refund appendage: tickets were hard-bound to an
order number, users could only file them from 「我的订单」against a paid order,
and the admin action bottomed out at 「标记订单已退款」. It could not carry
account questions or feature requests that have nothing to do with an order.

Replace it with a general ticket system modelled on 魔方财务云's idcsmart_ticket:
title + department + description are required, linking an order is optional
(user's own paid orders only). Add departments, custom statuses, preset replies
and internal admin notes as four configuration surfaces. Conversation history
moves off the ticket row's JSON log into dedicated ticket_reply rows, which
unlocks quoted replies. Front end gets a 工单中心 panel under 我的服务; back end
moves from 支付中心 → 售后服务 to users.php → 工单管理.

Per CLAUDE.md's rewrite-over-compatibility rule: drop the old table, build new
ones, delete the old code. No dual paths, no data migration. The upstream
plugin's upstream/downstream delivery and internal-ticket conversion are
deliberately left out — both are multi-provider platform concerns with no
meaning on a single WordPress site.

Data: order_aftersale becomes six aksrt_ticket* tables (ticket, ticket_reply,
ticket_status, ticket_type, ticket_prereply, ticket_note). SCHEMA_VERSION
2.6.0 -> 3.0.0. Status and department seeds are idempotent; the default status
「待接单」is flagged as non-editable.

Domain: new src/Ticket/ (13 files, all under 460 lines). Attachments reuse
UserController::rest_upload_comment_image with a ticket-specific permission
callback, mirroring the existing /report/upload-image route rather than
growing a second upload path.

Notifications go through AKSRT\Messages\Message::send() and deep-link to the
right surface; email/SMS stay out of scope since the theme's mail and SMS
stacks are separate implementations.

Refund gate opens up: marking an order refunded no longer requires an in-flight
ticket, only that the order is paid.

Also generalise a hardcoded special case in tools/audit-admin-contracts.php —
schema domain inference now reads the parent directory instead of matching
"PostList" by name, so new leaf schema files need no per-name exception.

Verification:
  php tools/audit-admin-contracts.php   exit 0, errors=0
  node --test (widget-system + admin)   664 pass / 0 fail
  php -l over all new/changed files     clean
  node --check over all JS              clean
  npm run build + build:public          clean

Co-Authored-By: Claude Opus 5 (1M context) <noreply@anthropic.com>

src/Admin/Native/AdminListPagination.php

@@ -4,7 +4,7 @@
  *
  * 后台列表页分页条 —— 1:1 复刻「卡密管理」页的 zibpay_admin_pagenavi 结构。
  *
- * 支付中心各页面（订单明细 / 售后服务 / 付费文章 / 优惠码 / 创作分成 / 提现审核 / 卡密管理）
+ * 支付中心各页面（订单明细 / 付费文章 / 优惠码 / 创作分成 / 提现审核 / 卡密管理）
  * 原先各写一份几乎相同的翻页代码。这里统一到一处，标记沿用卡密管理那一套：
  * `« ‹ 第 X 页，共 Y 页 › »` 四枚按钮 + 「每页 X 共Y」计数，没有数字页码链接。
  *

src/Admin/Native/PayMenus.php

@@ -52,17 +52,6 @@ class PayMenus {
                     wp_die(esc_html__('订单模块未初始化。', 'aksrt'));
                 },
             ],
-            'after_sales' => [
-                'slug'     => 'aksrt_after_sales',
-                'title'    => __('售后服务', 'aksrt'),
-                'callback' => static function (): void {
-                    if (class_exists('AKSRT\Admin\Native\PayOrders')) {
-                        PayOrders::get_instance()->render_after_sales_admin_page();
-                        return;
-                    }
-                    wp_die(esc_html__('订单模块未初始化。', 'aksrt'));
-                },
-            ],
             'products' => [
                 'slug'     => 'aksrt_pay_products',
                 'title'    => __('付费文章', 'aksrt'),

src/Admin/Native/PayOrders.php

@@ -11,7 +11,6 @@ class PayOrders {
 
     public const CAPABILITY = 'manage_options';
     public const PAGE_SLUG  = 'aksrt_orders';
-    public const PAGE_AFTER_SALES_SLUG = 'aksrt_after_sales';
 
     private static $instance = null;
 
@@ -31,7 +30,6 @@ class PayOrders {
         add_action('admin_post_aksrt_pay_clear_closed_orders', [$this, 'handle_clear_closed_orders']);
         add_action('admin_post_aksrt_pay_delete_order', [$this, 'handle_delete_order']);
         add_action('admin_post_aksrt_pay_refund_order', [$this, 'handle_refund_order']);
-		add_action('admin_post_aksrt_after_sale_update', [$this, 'handle_after_sale_status']);
     }
 
     public function render_orders_page(): void {
@@ -269,7 +267,7 @@ class PayOrders {
             echo '<td>' . esc_html((string) ($row['created_at'] ?? '')) . '<br><span class="description">' . esc_html((string) ($row['paid_at'] ?? '') ?: '—') . '</span></td>';
             echo '<td style="display:flex;gap:6px;flex-wrap:wrap;align-items:center;">';
             echo '<a class="button button-small" href="' . esc_url($this->page_url('aksrt_orders', ['order' => $order_number])) . '">' . esc_html__('详情', 'aksrt') . '</a>';
-            // 已支付是已退款的唯一前置状态；退款仍需落到一条进行中的售后工单上。
+            // 已支付是已退款的唯一前置状态。
             if ($status_key === \AKSRT\Core\DomainModel::ORDER_STATUS_PAID) {
                 echo '<form method="post" action="' . esc_url(admin_url('admin-post.php')) . '" style="display:inline;" onsubmit="return confirm(\'' . esc_js(__('确认将该订单标记为已退款？不可恢复。', 'aksrt')) . '\');">';
                 echo '<input type="hidden" name="action" value="aksrt_pay_refund_order" />';
@@ -298,34 +296,6 @@ class PayOrders {
         $this->render_footer();
     }
 
-    /**
-     * 售后服务子菜单（aksrt_after_sales）：原订单明细页「售后」Tab 独立成页。
-     */
-    public function render_after_sales_admin_page(): void {
-        $this->ensure_cap();
-        $this->render_header(__('售后服务', 'aksrt'));
-
-        if (!class_exists('\\AKSRT\\Payment\\AfterSaleService')) {
-            echo '<div class="notice notice-error"><p>' . esc_html__('售后服务不可用。', 'aksrt') . '</p></div>';
-            $this->render_footer();
-            return;
-        }
-
-        $policy = \AKSRT\Settings\PaymentRuntime::get_after_sale_settings();
-        $policy_bits = [];
-        $policy_bits[] = __('售后功能', 'aksrt') . '：' . ($policy['enabled'] ? __('开启', 'aksrt') : __('关闭', 'aksrt'));
-        $limit_days = (int) ($policy['time_limit'] ?? 0);
-        $policy_bits[] = __('申请售后时效', 'aksrt') . '：' . ($limit_days > 0 ? sprintf(__('%d 天', 'aksrt'), $limit_days) : __('不限制', 'aksrt'));
-        $reason_names = array_column((array) ($policy['reasons'] ?? []), 'name');
-        if ($reason_names) $policy_bits[] = __('预置原因', 'aksrt') . '：' . implode('、', $reason_names);
-        $material_names = array_values(array_filter(array_map('trim', (array) ($policy['materials'] ?? []))));
-        if ($material_names) $policy_bits[] = __('申请所需材料', 'aksrt') . '：' . implode('、', $material_names);
-        echo '<p class="description">' . esc_html(implode('　', $policy_bits)) . '</p>';
-
-        $this->render_after_sales_page();
-        $this->render_footer();
-    }
-
     private function render_order_detail_page(string $order_number): void {
         $repo  = \AKSRT\Payment\OrderRepository::get_instance();
         $order = $repo->get($order_number);
@@ -351,13 +321,6 @@ class PayOrders {
 
         echo '<p><a class="button" href="' . esc_url($this->page_url('aksrt_orders')) . '">&larr; ' . esc_html__('返回订单列表', 'aksrt') . '</a></p>';
 
-        // 售后记录区块：工单卡片 + 处理记录列表（与售后面板共用 .aksrt-as-log 样式）。
-        echo '<style>'
-            . '.aksrt-as-ticket{padding:10px 0;border-bottom:1px solid #f0f0f1;}'
-            . '.aksrt-as-ticket:last-child{padding-bottom:0;border-bottom:0;}'
-            . '.aksrt-as-ticket__head{margin:0 0 4px;}'
-            . $this->after_sale_log_css()
-            . '</style>';
         echo '<table class="widefat striped" style="max-width:960px;"><tbody>';
         $rows = [
             __('订单号', 'aksrt') => $order_number,
@@ -375,23 +338,6 @@ class PayOrders {
         foreach ($rows as $label => $value) {
             echo '<tr><th style="width:160px;">' . esc_html($label) . '</th><td>' . esc_html((string) $value) . '</td></tr>';
         }
-		$after_sales = \AKSRT\Payment\AfterSaleService::get_instance()->list_for_order($order_number);
-		if ($after_sales) {
-			echo '<tr><th>' . esc_html__('售后记录', 'aksrt') . '</th><td>';
-			$status_labels = $this->after_sale_status_labels();
-			foreach ($after_sales as $application) {
-				$as_status = (string) ($application['status'] ?? '');
-				echo '<div class="aksrt-as-ticket is-' . esc_attr($as_status) . '">';
-				echo '<p class="aksrt-as-ticket__head"><strong>' . esc_html($status_labels[$as_status] ?? $as_status) . '</strong>'
-					. ' <span class="description">' . esc_html((string) ($application['refund_amount'] ?? '')) . '</span>'
-					. ' <span class="description">' . esc_html((string) ($application['created_at'] ?? '')) . '</span></p>';
-				echo '<p>' . nl2br(esc_html((string) ($application['reason'] ?? ''))) . '</p>';
-				// 处理记录：后台每一次提交都留一条（状态 + 备注 + 时间），与售后面板同款标记。
-				echo $this->render_after_sale_log((array) ($application['handling_log'] ?? []), $status_labels); // phpcs:ignore WordPress.Security.EscapeOutput.OutputNotEscaped
-				echo '</div>';
-			}
-			echo '</td></tr>';
-		}
         if (!empty($context)) {
             echo '<tr><th>' . esc_html__('附加上下文', 'aksrt') . '</th><td><pre style="white-space:pre-wrap;margin:0;">' . esc_html(wp_json_encode($context, JSON_UNESCAPED_UNICODE | JSON_PRETTY_PRINT)) . '</pre></td></tr>';
         }
@@ -412,322 +358,6 @@ class PayOrders {
         echo '</div>';
     }
 
-	private function render_after_sales_page(): void {
-		$service = \AKSRT\Payment\AfterSaleService::get_instance();
-		$status = isset($_GET['after_sale_status']) ? sanitize_key((string) wp_unslash($_GET['after_sale_status'])) : '';
-		// admin_list() 会按状态常量白名单过滤，count() 不会。这里先归一一次，
-		// 否则手改 URL 传个野状态会变成「count 为 0 而 list 返回全部」，分页条直接说谎。
-		if (!in_array($status, $this->after_sale_statuses(), true)) {
-			$status = '';
-		}
-		$date_from = isset($_GET['date_from']) ? sanitize_text_field((string) wp_unslash($_GET['date_from'])) : '';
-		$date_to = isset($_GET['date_to']) ? sanitize_text_field((string) wp_unslash($_GET['date_to'])) : '';
-		$date_from = preg_match('/^\d{4}-\d{2}-\d{2}$/', $date_from) ? $date_from : '';
-		$date_to = preg_match('/^\d{4}-\d{2}-\d{2}$/', $date_to) ? $date_to : '';
-		$filter_args = ['status' => $status, 'date_from' => $date_from, 'date_to' => $date_to];
-		$page_num = max(1, (int) ($_GET['paged'] ?? 1));
-		$per_page = AdminListPagination::DEFAULT_PER_PAGE;
-
-		$items = $service->admin_list($filter_args + ['limit' => $per_page, 'offset' => ($page_num - 1) * $per_page]);
-		$total = $service->count($filter_args);
-		$pages = max(1, (int) ceil($total / $per_page));
-
-		// 页码越界（手工改 URL、或筛选后总数变小）会让 offset 落到数据之外：表格空掉
-		// 且分页条不输出，只能手改 URL 退出。回退到最后一页重查一次。
-		if ($page_num > $pages) {
-			$page_num = $pages;
-			$items    = $service->admin_list($filter_args + ['limit' => $per_page, 'offset' => ($page_num - 1) * $per_page]);
-		}
-
-		echo '<form method="get"><input type="hidden" name="page" value="' . esc_attr(self::PAGE_AFTER_SALES_SLUG) . '" />';
-		echo '<select name="after_sale_status"><option value="">' . esc_html__('全部售后状态', 'aksrt') . '</option>';
-		foreach ($this->after_sale_status_labels() as $key => $label) echo '<option value="' . esc_attr($key) . '"' . selected($status, $key, false) . '>' . esc_html($label) . '</option>';
-		echo '</select> <label>' . esc_html__('开始日期', 'aksrt') . ' <input type="date" name="date_from" value="' . esc_attr($date_from) . '" /></label> <label>' . esc_html__('结束日期', 'aksrt') . ' <input type="date" name="date_to" value="' . esc_attr($date_to) . '" /></label> ';
-		submit_button(__('筛选', 'aksrt'), 'secondary', '', false);
-		echo '</form>';
-		echo '<style>'
-			. '.aksrt-as-detail-row>td{padding:0 0 6px;}'
-			. '.aksrt-as-detail-row[hidden]{display:none;}'
-			. '.aksrt-as-detail{margin:0 12px;padding:14px 18px;border:1px solid #dcdcde;background:#fff;box-shadow:0 1px 1px rgba(0,0,0,.04);}'
-			. '.aksrt-as-detail-grid{display:grid;grid-template-columns:repeat(2,minmax(0,1fr));gap:12px 28px;}'
-			. '.aksrt-as-field .aksrt-as-label{display:block;color:#646970;font-size:12px;margin-bottom:2px;}'
-			. '.aksrt-as-field .aksrt-as-value{display:block;word-break:break-word;}'
-			. '.aksrt-as-field{min-width:0;}'
-			. '.aksrt-as-thumb{width:48px;height:48px;object-fit:cover;border-radius:4px;margin:0 4px 4px 0;vertical-align:middle;}'
-			. '.aksrt-as-detail .aksrt-as-thumb{width:80px;height:80px;}'
-			. '.aksrt-as-review{margin-top:14px;padding-top:12px;border-top:1px solid #dcdcde;display:flex;flex-wrap:wrap;align-items:flex-end;gap:12px 16px;}'
-			. '.aksrt-as-review-head{flex:1 1 100%;}'
-			. '.aksrt-as-review-main{flex:1 1 460px;min-width:0;display:flex;flex-wrap:wrap;align-items:flex-end;gap:10px 12px;}'
-			. '.aksrt-as-review-main p{margin:0;}'
-			. '.aksrt-status-select{min-width:150px;}'
-			. '.aksrt-as-refund-flag{display:inline-flex;align-items:center;gap:6px;white-space:nowrap;margin:0;}'
-			. '.aksrt-as-review textarea{flex:1 1 240px;min-width:0;box-sizing:border-box;margin:0;}'
-			. '.aksrt-as-review-actions{display:flex;gap:8px;flex-wrap:wrap;justify-content:flex-end;margin-left:auto;}'
-			. '.aksrt-as-field--wide{grid-column:1/-1;}'
-			. $this->after_sale_log_css()
-			. '@media (min-width:1500px){.aksrt-as-detail-grid{grid-template-columns:repeat(5,minmax(0,1fr));}}'
-			. '@media (max-width:600px){.aksrt-as-detail-grid{grid-template-columns:minmax(0,1fr);}}'
-			. '</style>';
-		echo '<table class="widefat striped"><thead><tr><th>ID</th><th>订单号</th><th>用户</th><th>原因</th><th>申请资料</th><th>申请说明</th><th>退款金额</th><th>状态</th><th>操作 / 处理记录</th></tr></thead><tbody>';
-		if (!$items) echo '<tr><td colspan="9">' . esc_html__('暂无售后申请', 'aksrt') . '</td></tr>';
-		$status_labels = $this->after_sale_status_labels();
-		foreach ($items as $item) {
-			$id = (int) $item['id']; $number = (string) $item['order_number']; $uid = (int) $item['user_id'];
-			$user = $uid > 0 ? get_userdata($uid) : null;
-			$order = \AKSRT\Payment\OrderRepository::get_instance()->get($number);
-			$type = $order ? \AKSRT\Core\DomainModel::resolve_order_product_type((string) ($order['product_type'] ?? ''), (array) ($order['meta_payload'] ?? [])) : '';
-			$type_label = \AKSRT\Core\DomainModel::order_product_type_labels()[$type] ?? $type;
-			$product_name = $order ? (string) (\AKSRT\Payment\UserOrders::get_instance()->decorate_order_view($order, false)['product_name'] ?? '') : '';
-			$refund_amount = (string) ($item['refund_amount'] ?? '0');
-			if ($order && (string) ($order['currency'] ?? '') === 'points') $refund_amount .= ' ' . __('积分', 'aksrt'); else $refund_amount = '¥' . $refund_amount;
-			$apply_form = is_array($item['apply_form'] ?? null) ? $item['apply_form'] : null;
-			if ($apply_form) {
-				$reason_cell = esc_html((string) ($apply_form['reason_label'] ?? ''));
-				$material_lines = [];
-				foreach ((array) ($apply_form['materials'] ?? []) as $m) {
-					$ml = trim((string) ($m['label'] ?? '')); $mv = trim((string) ($m['value'] ?? ''));
-					if ($ml === '' && $mv === '') continue;
-					$material_lines[] = esc_html($ml !== '' ? $ml . '：' . $mv : $mv);
-				}
-				$materials_cell = $material_lines ? implode('<br>', $material_lines) : '—';
-				$desc_text = trim((string) ($apply_form['description'] ?? ''));
-			} else {
-				// 老数据：融合串原样展示在原因列
-				$reason_cell = nl2br(esc_html((string) $item['reason']));
-				$materials_cell = '—';
-				$desc_text = '';
-			}
-			$image_urls = array_values(array_filter((array) ($item['images'] ?? []), 'is_string'));
-			$thumbs = [];
-			foreach ($image_urls as $url) {
-				// 不写原生 loading 懒加载属性：lazyload 契约测试全仓库禁 loading=lazy/eager，
-				// 且后台不加载 lazySizes 运行时，写了也不会被主题那套接管。
-				// 与 UsersMenusVerify 的后台缩略图保持一致（光 <img src>）。
-				$thumbs[] = '<a href="' . esc_url($url) . '" target="_blank" rel="noopener"><img src="' . esc_url($url) . '" alt="" class="aksrt-as-thumb" /></a>';
-			}
-			// 举证图片并入申请说明：缩略图展示在描述文字下方，不再单独成列。
-			$desc_cell = ($desc_text !== '' ? nl2br(esc_html($desc_text)) : '') . ($thumbs ? '<div class="aksrt-as-desc-thumbs" style="margin-top:6px;">' . implode('', $thumbs) . '</div>' : '');
-			if ($desc_cell === '') $desc_cell = '—';
-			$status_label = $status_labels[(string) $item['status']] ?? (string) $item['status'];
-			$order_refunded = is_array($order) && (string) ($order['status'] ?? '') === \AKSRT\Core\DomainModel::ORDER_STATUS_REFUNDED;
-			// 摘要行 + 手风琴详情行：点击「操作」展开整条记录的完整信息与状态面板
-			echo '<tr class="aksrt-as-row">';
-			echo '<td>' . esc_html((string) $id) . '<br><small>' . esc_html((string) ($item['created_at'] ?? '')) . '</small></td>';
-			echo '<td><a href="' . esc_url($this->page_url(self::PAGE_SLUG, ['order' => $number])) . '"><code>' . esc_html($number) . '</code></a><br><span class="description">' . esc_html($type_label) . ($product_name !== '' ? ' · ' . esc_html($product_name) : '') . '</span></td>';
-			echo '<td>' . esc_html($user ? $user->display_name . ' (#' . $uid . ')' : '#' . $uid) . '</td>';
-			echo '<td>' . $reason_cell . '</td>';
-			echo '<td>' . $materials_cell . '</td>';
-			echo '<td>' . $desc_cell . '</td>';
-			echo '<td>' . esc_html($refund_amount) . '</td>';
-			echo '<td>' . esc_html($status_label) . '</td>';
-			echo '<td><a href="#" class="aksrt-toggle-row-actions" data-target="aksrt-as-detail-' . esc_attr((string) $id) . '" aria-expanded="false" aria-controls="aksrt-as-detail-' . esc_attr((string) $id) . '">' . esc_html__('操作', 'aksrt') . '</a></td>';
-			echo '</tr>';
-			echo '<tr class="aksrt-as-detail-row" id="aksrt-as-detail-' . esc_attr((string) $id) . '" hidden><td colspan="9">';
-			$detail_fields = [
-				__('订单号', 'aksrt') => '<a href="' . esc_url($this->page_url(self::PAGE_SLUG, ['order' => $number])) . '"><code>' . esc_html($number) . '</code></a>',
-				__('商品', 'aksrt') => esc_html($type_label . ($product_name !== '' ? ' · ' . $product_name : '')),
-				__('用户', 'aksrt') => esc_html($user ? $user->display_name . ' (#' . $uid . ')' : '#' . $uid),
-				__('申请时间', 'aksrt') => esc_html((string) ($item['created_at'] ?? '')),
-				__('退款金额', 'aksrt') => esc_html($refund_amount),
-				__('当前状态', 'aksrt') => esc_html($status_label),
-				__('售后原因', 'aksrt') => $reason_cell,
-				__('申请资料', 'aksrt') => $materials_cell,
-			];
-			echo '<div class="aksrt-as-detail"><div class="aksrt-as-detail-grid">';
-			foreach ($detail_fields as $field_label => $field_value) {
-				echo '<span class="aksrt-as-field"><span class="aksrt-as-label">' . esc_html($field_label) . '</span><span class="aksrt-as-value">' . $field_value . '</span></span>';
-			}
-			// 处理备注：单独占整行，放在申请说明上方；每次提交一条，含状态与时间。
-			echo '<span class="aksrt-as-field aksrt-as-field--wide"><span class="aksrt-as-label">' . esc_html__('处理备注', 'aksrt') . '</span><span class="aksrt-as-value">'
-				. $this->render_after_sale_log((array) ($item['handling_log'] ?? []), $status_labels) // phpcs:ignore WordPress.Security.EscapeOutput.OutputNotEscaped
-				. '</span></span>';
-			// 举证图片并入申请说明，单独占整行展示。
-			echo '<span class="aksrt-as-field aksrt-as-field--wide"><span class="aksrt-as-label">' . esc_html__('申请说明', 'aksrt') . '</span><span class="aksrt-as-value">' . $desc_cell . '</span></span>';
-			echo '</div>';
-			$status_options = '';
-			$current_status = (string) $item['status'];
-			foreach ($status_labels as $key => $label) {
-				$status_options .= '<option value="' . esc_attr($key) . '"' . selected($current_status, $key, false) . '>' . esc_html($label) . '</option>';
-			}
-			if (!isset($status_labels[$current_status])) {
-				// 历史状态（如已删除的 approved）不在可选项内：如实呈现且禁用，防止误提交。
-				$status_options .= '<option value="' . esc_attr($current_status) . '" selected="selected" disabled>' . esc_html($current_status) . '</option>';
-			}
-			echo '<div class="aksrt-as-review">';
-			echo '<p class="aksrt-as-review-head" style="margin:0;"><strong>' . esc_html__('售后状态', 'aksrt') . '</strong> <span class="description">' . esc_html__('选择目标状态后点击确认；取消仅收起面板。', 'aksrt') . '</span></p>';
-			echo '<div class="aksrt-as-review-main">';
-			echo '<p><select class="aksrt-status-select">' . $status_options . '</select></p>';
-			echo '<textarea class="aksrt-review-note" rows="2" placeholder="' . esc_attr__('填写处理备注（可留空）', 'aksrt') . '"></textarea>';
-			echo '</div>';
-			// 勾选后在确认时把关联订单推到已退款；订单本已退款时呈现为不可改的已选状态
-			echo '<label class="aksrt-as-refund-flag"><input type="checkbox" class="aksrt-mark-order-refunded" value="1"'
-				. ($order_refunded ? ' checked="checked" disabled' : '')
-				. ' /> ' . esc_html__('标记订单已退款', 'aksrt') . '</label>';
-			echo '<div class="aksrt-as-review-actions">';
-			echo '<button type="button" class="button aksrt-after-sale-cancel">' . esc_html__('取消', 'aksrt') . '</button>';
-			echo '<button type="button" class="button button-primary aksrt-after-sale-confirm"'
-				. ' data-id="' . esc_attr((string) $id) . '"'
-				. ' data-nonce="' . esc_attr(wp_create_nonce('aksrt_after_sale_status_' . $id)) . '">'
-				. esc_html__('确认', 'aksrt') . '</button>';
-			echo '</div></div>';
-			echo '</div></td></tr>';
-		}
-		echo '</tbody></table>';
-		// 翻页链接显式带上当前筛选条件（不含 paged），口径与上方筛选表单一致。
-		$query_args = array_filter([
-			'after_sale_status' => $status !== '' ? $status : null,
-			'date_from'         => $date_from !== '' ? $date_from : null,
-			'date_to'           => $date_to !== '' ? $date_to : null,
-		], static function ($value): bool {
-			return $value !== null;
-		});
-		AdminListPagination::render(self::PAGE_AFTER_SALES_SLUG, $total, $page_num, $per_page, $query_args);
-
-		// 事件委托：点击「操作」切换手风琴详情；「取消」仅收起面板；「确认」以 POST 提交选中的售后状态
-		echo '<script>(function(){'
-			. 'var postUrl=' . wp_json_encode(esc_url_raw(admin_url('admin-post.php'))) . ';'
-			. 'var tConfirmStatus=' . wp_json_encode(__('确认将售后状态设置为', 'aksrt')) . ';'
-			. 'function closeAllDetails(){'
-			. 'document.querySelectorAll(".aksrt-as-detail-row").forEach(function(x){x.setAttribute("hidden","");});'
-			. 'document.querySelectorAll(".aksrt-toggle-row-actions").forEach(function(t){t.setAttribute("aria-expanded","false");});'
-			. '}'
-			. 'document.addEventListener("click",function(e){'
-			. 'var el=e.target;'
-			. 'var t=el&&el.closest?el.closest(".aksrt-toggle-row-actions"):null;'
-			. 'if(t){e.preventDefault();'
-			. 'var p=document.getElementById(t.getAttribute("data-target"));if(!p)return;'
-			. 'var willOpen=p.hasAttribute("hidden");closeAllDetails();'
-			. 'if(willOpen){p.removeAttribute("hidden");t.setAttribute("aria-expanded","true");'
-			. 'var s=p.querySelector(".aksrt-status-select");if(s)s.focus();}'
-			. 'return;}'
-			. 'var c=el&&el.closest?el.closest(".aksrt-after-sale-cancel"):null;'
-			. 'if(c){e.preventDefault();closeAllDetails();return;}'
-			. 'var a=el&&el.closest?el.closest(".aksrt-after-sale-confirm"):null;'
-			. 'if(!a)return;e.preventDefault();'
-			. 'var panel=a.closest(".aksrt-as-detail-row");'
-			. 'var sel=panel?panel.querySelector(".aksrt-status-select"):null;'
-			. 'var noteEl=panel?panel.querySelector(".aksrt-review-note"):null;'
-			. 'var refundEl=panel?panel.querySelector(".aksrt-mark-order-refunded"):null;'
-			. 'var markRefund=!!(refundEl&&refundEl.checked&&!refundEl.disabled);'
-			. 'var opt=sel?sel.options[sel.selectedIndex]:null;'
-			. 'if(!sel||!opt||opt.disabled){alert(' . wp_json_encode(__('请选择售后状态。', 'aksrt')) . ');return;}'
-			. 'var confirmText=tConfirmStatus+"「"+opt.text+"」？";'
-			. 'if(markRefund)confirmText+=' . wp_json_encode(__('同时会将关联订单标记为已退款。', 'aksrt')) . ';'
-			. 'if(!confirm(confirmText))return;'
-			. 'var f=document.createElement("form");f.method="post";f.action=postUrl;'
-			. 'var fields={action:"aksrt_after_sale_update",after_sale_id:a.getAttribute("data-id"),after_sale_status:sel.value,mark_order_refunded:markRefund?"1":"",_wpnonce:a.getAttribute("data-nonce"),admin_note:noteEl?noteEl.value:""};'
-			. 'Object.keys(fields).forEach(function(k){var i=document.createElement("input");i.type="hidden";i.name=k;i.value=fields[k];f.appendChild(i);});'
-			. 'document.body.appendChild(f);f.submit();'
-			. '});'
-			. '})();</script>';
-	}
-
-	/** 售后状态白名单：admin_list() 据此过滤，count() 不校验，故查询前先按它归一。 */
-	private function after_sale_statuses(): array {
-		return [
-			\AKSRT\Payment\AfterSaleService::STATUS_PENDING,
-			\AKSRT\Payment\AfterSaleService::STATUS_PROCESSING,
-			\AKSRT\Payment\AfterSaleService::STATUS_COMPLETED,
-			\AKSRT\Payment\AfterSaleService::STATUS_REJECTED,
-			\AKSRT\Payment\AfterSaleService::STATUS_CANCELLED,
-		];
-	}
-
-	/** 售后状态中文标签：订单明细页与售后面板（含筛选下拉）共用，取代两处内联数组。 */
-	/** 处理记录列表样式：两个后台页面各自输出同一套规则，不依赖对方加载。 */
-	private function after_sale_log_css(): string {
-		return '.aksrt-as-log{display:grid;gap:5px;margin:6px 0 0;padding:0;list-style:none;}'
-			. '.aksrt-as-log__item{display:flex;flex-wrap:wrap;gap:3px 10px;align-items:baseline;font-size:12px;line-height:1.7;}'
-			. '.aksrt-as-log__time{color:#646970;font-variant-numeric:tabular-nums;}'
-			. '.aksrt-as-log__status{font-weight:600;}'
-			. '.aksrt-as-log__item.is-pending .aksrt-as-log__status{color:#b26200;}'
-			. '.aksrt-as-log__item.is-processing .aksrt-as-log__status{color:#2271b1;}'
-			. '.aksrt-as-log__item.is-completed .aksrt-as-log__status{color:#007017;}'
-			. '.aksrt-as-log__item.is-rejected .aksrt-as-log__status,.aksrt-as-log__item.is-cancelled .aksrt-as-log__status{color:#b32d2e;}'
-			. '.aksrt-as-log__note{flex:1 1 100%;color:#3c434a;}';
-	}
-
-	private function after_sale_status_labels(): array {
-		return [
-			\AKSRT\Payment\AfterSaleService::STATUS_PENDING => '待审核',
-			\AKSRT\Payment\AfterSaleService::STATUS_PROCESSING => '处理中',
-			\AKSRT\Payment\AfterSaleService::STATUS_COMPLETED => '已完成',
-			\AKSRT\Payment\AfterSaleService::STATUS_REJECTED => '已拒绝',
-			\AKSRT\Payment\AfterSaleService::STATUS_CANCELLED => '已取消',
-		];
-	}
-
-	/**
-	 * 处理记录列表：每一次状态提交一条「时间 + 状态 + 备注」，备注为空也留痕。
-	 * 后台订单明细页与售后面板共用同一套标记与样式。
-	 *
-	 * @param list<array<string,mixed>> $log
-	 * @param array<string,string> $status_labels
-	 */
-	private function render_after_sale_log(array $log, array $status_labels): string {
-		if (!$log) {
-			return '<p class="description">' . esc_html__('暂无处理记录', 'aksrt') . '</p>';
-		}
-		$service = \AKSRT\Payment\AfterSaleService::class;
-		$html = '<ul class="aksrt-as-log">';
-		foreach ($log as $entry) {
-			$status = (string) ($entry['status'] ?? '');
-			$label = (string) ($entry['source'] ?? '') === $service::SOURCE_USER
-				? ($status === $service::STATUS_CANCELLED ? esc_html__('用户撤销售后', 'aksrt') : esc_html__('用户提交申请', 'aksrt'))
-				: ($status_labels[$status] ?? $status);
-			$note = (string) ($entry['note'] ?? '');
-			$html .= '<li class="aksrt-as-log__item is-' . esc_attr($status) . '">'
-				. '<span class="aksrt-as-log__time">' . esc_html((string) ($entry['created_at'] ?? '')) . '</span>'
-				. '<span class="aksrt-as-log__status">' . esc_html($label) . '</span>'
-				. '<span class="aksrt-as-log__note">' . ($note !== '' ? nl2br(esc_html($note)) : '—') . '</span>'
-				. '</li>';
-		}
-		return $html . '</ul>';
-	}
-
-	public function handle_after_sale_status(): void {
-		if (!current_user_can(self::CAPABILITY)) wp_die(esc_html__('权限不足', 'aksrt'));
-		$id = isset($_POST['after_sale_id']) ? absint($_POST['after_sale_id']) : 0;
-		check_admin_referer('aksrt_after_sale_status_' . $id);
-		$status = isset($_POST['after_sale_status']) ? sanitize_key((string) wp_unslash($_POST['after_sale_status'])) : '';
-		$note = isset($_POST['admin_note']) ? sanitize_textarea_field((string) wp_unslash($_POST['admin_note'])) : '';
-		$mark_refund = isset($_POST['mark_order_refunded']) && (string) wp_unslash($_POST['mark_order_refunded']) === '1';
-
-		// 勾选「标记订单已退款」时先落订单状态：售后工单一旦离开 pending/processing，
-		// OrderRepository 的退款闸门就不再放行，所以顺序不能反。
-		if ($mark_refund && $this->mark_related_order_refunded($id) === 'failed') {
-			wp_safe_redirect($this->page_url(self::PAGE_AFTER_SALES_SLUG, ['aksrt_pay_msg' => 'after_sale_order_refund_failed']));
-			exit;
-		}
-		$result = \AKSRT\Payment\AfterSaleService::get_instance()->set_status($id, $status, $note);
-		$args = ['aksrt_pay_msg' => is_wp_error($result) ? 'after_sale_update_failed' : 'after_sale_updated'];
-		if (is_wp_error($result)) $args['after_sale_error'] = substr($result->get_error_message(), 0, 240);
-		elseif ($mark_refund) $args['aksrt_pay_msg'] = 'after_sale_updated_order_refunded';
-		wp_safe_redirect($this->page_url(self::PAGE_AFTER_SALES_SLUG, $args)); exit;
-	}
-
-	/**
-	 * 把售后申请关联的订单推到已退款。仅在该工单仍为待审核/处理中时放行，
-	 * 避免对已关闭的工单或非已支付订单误标退款。
-	 *
-	 * @return string 'done' | 'failed'
-	 */
-	private function mark_related_order_refunded(int $after_sale_id): string {
-		if (!class_exists('\AKSRT\Payment\AfterSaleService') || !class_exists('\AKSRT\Payment\OrderRepository')) return 'failed';
-		$service = \AKSRT\Payment\AfterSaleService::get_instance();
-		$row = $service->get($after_sale_id);
-		$order_number = is_array($row) ? (string) ($row['order_number'] ?? '') : '';
-		if ($order_number === '' || !$service->can_finalize_order_refund($after_sale_id, $order_number)) return 'failed';
-
-		$repo = \AKSRT\Payment\OrderRepository::get_instance();
-		$order = $repo->get($order_number);
-		if (is_array($order) && (string) ($order['status'] ?? '') === \AKSRT\Core\DomainModel::ORDER_STATUS_REFUNDED) return 'done';
-		return $repo->update_status($order_number, \AKSRT\Core\DomainModel::ORDER_STATUS_REFUNDED, [
-			'allow_refund'  => true,
-			'after_sale_id' => $after_sale_id,
-		]) ? 'done' : 'failed';
-	}
-
     public function handle_update_order_status(): void {
         if (!current_user_can(self::CAPABILITY)) {
             wp_die(esc_html__('权限不足', 'aksrt'));
@@ -753,8 +383,10 @@ class PayOrders {
     }
 
     /**
-     * 订单列表「退款」：把已支付订单推到已退款。退款必须落到一条进行中的售后工单上，
-     * 工单号由服务端按订单号反查，不经客户端传递。
+     * 订单列表「退款」：把已支付订单推到已退款。
+     *
+     * 退款闸门只剩「订单当前为已支付」——工单系统与订单退款已解耦，
+     * 不再要求先有一条进行中的工单。
      */
     public function handle_refund_order(): void {
         if (!current_user_can(self::CAPABILITY)) {
@@ -773,19 +405,11 @@ class PayOrders {
             } elseif ((string) ($order['status'] ?? '') !== \AKSRT\Core\DomainModel::ORDER_STATUS_PAID) {
                 $code = 'order_refund_not_paid';
             } else {
-                $ticket = class_exists('\AKSRT\Payment\AfterSaleService')
-                    ? \AKSRT\Payment\AfterSaleService::get_instance()->find_active($order_number)
-                    : null;
-                if (!is_array($ticket)) {
-                    $code = 'order_refund_no_ticket';
-                } else {
-                    $ok = $repo->update_status($order_number, \AKSRT\Core\DomainModel::ORDER_STATUS_REFUNDED, [
-                        'allow_refund'  => true,
-                        'after_sale_id' => (int) ($ticket['id'] ?? 0),
-                        'note'          => __('管理员在订单列表中标记退款', 'aksrt'),
-                    ]);
-                    $code = $ok ? 'order_refunded' : 'order_refund_failed';
-                }
+                $ok = $repo->update_status($order_number, \AKSRT\Core\DomainModel::ORDER_STATUS_REFUNDED, [
+                    'allow_refund' => true,
+                    'note'         => __('管理员在订单列表中标记退款', 'aksrt'),
+                ]);
+                $code = $ok ? 'order_refunded' : 'order_refund_failed';
             }
         }
 
@@ -935,7 +559,6 @@ class PayOrders {
             'order_refund_failed'      => __('订单标记退款失败。', 'aksrt'),
             'order_refund_missing'     => __('订单不存在。', 'aksrt'),
             'order_refund_not_paid'    => __('仅已支付订单可以标记退款。', 'aksrt'),
-            'order_refund_no_ticket'   => __('该订单没有进行中的售后工单，无法标记退款；请先在「售后服务」中处理。', 'aksrt'),
             'order_note_updated'       => __('订单备注已保存。', 'aksrt'),
             'order_note_failed'        => __('订单备注保存失败。', 'aksrt'),
             'orders_cleared'           => sprintf(
@@ -950,21 +573,12 @@ class PayOrders {
             'shipping_failed'          => __('物流状态更新失败。', 'aksrt'),
             'shipping_created'         => __('发货记录已创建。', 'aksrt'),
             'shipping_create_failed'   => __('发货记录创建失败。', 'aksrt'),
-            'after_sale_created'       => __('售后工单已创建。', 'aksrt'),
-			'after_sale_create_failed' => __('售后工单创建失败。', 'aksrt'),
-			'after_sale_updated'       => __('售后状态已更新。', 'aksrt'),
-			'after_sale_updated_order_refunded' => __('售后状态已更新，关联订单已标记为已退款。', 'aksrt'),
-			'after_sale_order_refund_failed' => __('关联订单标记已退款失败：需售后工单仍为待审核/处理中，且订单为已支付。', 'aksrt'),
-			'after_sale_update_failed' => __('售后状态更新失败，请查看申请状态和错误原因。', 'aksrt'),
         ];
 		if (!isset($map[$code])) {
 			return;
 		}
 		$class = str_contains($code, 'failed') ? 'notice-error' : 'notice-success';
 		echo '<div class="notice ' . esc_attr($class) . ' is-dismissible"><p>' . esc_html($map[$code]) . '</p></div>';
-		if ($code === 'after_sale_update_failed' && isset($_GET['after_sale_error'])) {
-			echo '<div class="notice notice-error"><p>' . esc_html(sanitize_text_field((string) wp_unslash($_GET['after_sale_error']))) . '</p></div>';
-		}
     }
 
     private function page_url(string $slug, array $args = []): string {

src/Admin/Native/UsersMenus.php

@@ -13,6 +13,7 @@ class UsersMenus {
     use UsersMenusVip;
     use UsersMenusInviteCode;
     use UsersMenusTickets;
+    use UsersMenusTicketsCenter;
 
     public const CAPABILITY = 'manage_options';
 
@@ -38,6 +39,7 @@ class UsersMenus {
         add_action('admin_post_aksrt_users_update_report', [$this, 'handle_update_report']);
         add_action('admin_post_aksrt_users_process_appeal', [$this, 'handle_process_appeal']);
         add_action('admin_post_aksrt_users_mutate_vip', [$this, 'handle_mutate_vip']);
+        add_action('admin_post_aksrt_ticket_update', [$this, 'handle_ticket_update']);
     }
 
     public function register_menus(): void {
@@ -86,6 +88,14 @@ class UsersMenus {
             'aksrt_user_ban',
             [$this, 'render_ban_page']
         );
+        add_submenu_page(
+            'users.php',
+            __('工单管理', 'aksrt'),
+            __('工单管理', 'aksrt'),
+            self::CAPABILITY,
+            'aksrt_tickets',
+            [$this, 'render_tickets_page']
+        );
     }
 
     public function pending_notices(): void {
@@ -136,6 +146,20 @@ class UsersMenus {
                 echo '<p><a class="button button-primary" href="' . esc_url($url) . '">' . esc_html__('立即处理', 'aksrt') . '</a></p></div>';
             }
         }
+
+        if ($page !== 'aksrt_tickets' && class_exists('\AKSRT\Ticket\TicketSettings') && \AKSRT\Ticket\TicketSettings::enabled()) {
+            $pending_tickets = $this->count_pending_tickets();
+            if ($pending_tickets > 0) {
+                $url = admin_url('users.php?page=aksrt_tickets&status=' . \AKSRT\Ticket\TicketStatusService::KEY_PENDING);
+                echo '<div class="notice notice-info is-dismissible"><h3>' . esc_html__('工单待接单', 'aksrt') . '</h3>';
+                echo '<p>' . esc_html(sprintf(
+                    /* translators: %d count */
+                    __('您有 %d 个工单待接单', 'aksrt'),
+                    $pending_tickets
+                )) . '</p>';
+                echo '<p><a class="button button-primary" href="' . esc_url($url) . '">' . esc_html__('立即处理', 'aksrt') . '</a></p></div>';
+            }
+        }
     }
 
     private function ensure_cap(): void {

src/Admin/Native/UsersMenusTicketsCenter.php

@@ -0,0 +1,512 @@
+<?php
+/**
+ * 工单管理后台页（users.php → aksrt_tickets）。
+ *
+ * 两个 Tab：
+ *   1. tickets — 工单列表：筛选 + 排序表头 + 行内展开详情（沟通记录 / 回复 / 备注 / 状态迁移）
+ *   2. config  — 配置：部门 / 状态 / 预设回复
+ *
+ * 写操作走 admin_post（非 REST），与本站其它原生后台页一致；前端 JS 见
+ * assets/js/admin-ticket-center.js。
+ *
+ * @package AKSRT
+ */
+
+namespace AKSRT\Admin\Native;
+
+defined('ABSPATH') || exit;
+
+trait UsersMenusTicketsCenter {
+
+    use UsersMenusTicketsList;
+    use UsersMenusTicketsConfig;
+
+    private const TICKET_PAGE_SLUG = 'aksrt_tickets';
+    private const TICKET_PER_PAGE = 20;
+
+    /** 待接单工单数（后台 admin_notices 用）。 */
+    private function count_pending_tickets(): int {
+        if (!class_exists('\AKSRT\Ticket\TicketRepository') || !class_exists('\AKSRT\Ticket\TicketStatusService')) {
+            return 0;
+        }
+        return \AKSRT\Ticket\TicketRepository::get_instance()->count_by_status(
+            \AKSRT\Ticket\TicketStatusService::KEY_PENDING
+        );
+    }
+
+    public function render_tickets_page(): void {
+        if (!current_user_can(self::CAPABILITY)) {
+            wp_die(esc_html__('权限不足', 'aksrt'));
+        }
+        $tab = isset($_GET['tab']) ? sanitize_key((string) wp_unslash($_GET['tab'])) : 'tickets';
+        $tab = $tab === 'config' ? 'config' : 'tickets';
+
+        echo '<div class="wrap">';
+        echo '<h1>' . esc_html__('工单管理', 'aksrt') . '</h1>';
+        echo '<style>' . $this->ticket_page_css() . '</style>'; // phpcs:ignore WordPress.Security.EscapeOutput.OutputNotEscaped
+
+        $this->render_ticket_notices();
+        echo '<h2 class="nav-tab-wrapper">';
+        foreach (['tickets' => __('工单列表', 'aksrt'), 'config' => __('配置', 'aksrt')] as $key => $label) {
+            printf(
+                '<a href="%s" class="nav-tab %s">%s</a>',
+                esc_url(admin_url('users.php?page=' . self::TICKET_PAGE_SLUG . '&tab=' . $key)),
+                $tab === $key ? 'nav-tab-active' : '',
+                esc_html($label)
+            );
+        }
+        echo '</h2>';
+
+        if ($tab === 'config') {
+            $this->render_ticket_config_tab();
+        } else {
+            $this->render_ticket_list_tab();
+        }
+        echo '</div>';
+    }
+
+    /** 写操作后的 redirect 提示（aksrt_pay_msg 同款模式）。 */
+    private function render_ticket_notices(): void {
+        if (empty($_GET['aksrt_ticket_msg'])) {
+            return;
+        }
+        $code = sanitize_key((string) wp_unslash($_GET['aksrt_ticket_msg']));
+        $messages = [
+            'updated' => __('工单状态已更新。', 'aksrt'),
+            'failed' => __('工单状态更新失败：当前状态不允许该操作。', 'aksrt'),
+            'replied' => __('回复已提交。', 'aksrt'),
+            'reply_failed' => __('回复提交失败。', 'aksrt'),
+            'type_saved' => __('部门已保存。', 'aksrt'),
+            'type_deleted' => __('部门已删除。', 'aksrt'),
+            'type_in_use' => __('该部门下还有工单，无法删除。', 'aksrt'),
+            'status_saved' => __('状态已保存。', 'aksrt'),
+            'status_deleted' => __('状态已删除。', 'aksrt'),
+            'status_default' => __('默认状态不可修改或删除。', 'aksrt'),
+            'status_in_use' => __('该状态下还有工单，无法删除。', 'aksrt'),
+            'prereply_saved' => __('预设回复已保存。', 'aksrt'),
+            'prereply_deleted' => __('预设回复已删除。', 'aksrt'),
+            'prereply_order_failed' => __('预设回复排序失败：需要提交全部条目。', 'aksrt'),
+            'note_saved' => __('备注已保存。', 'aksrt'),
+            'note_deleted' => __('备注已删除。', 'aksrt'),
+            'created' => __('工单已创建。', 'aksrt'),
+            'create_failed' => __('工单创建失败。', 'aksrt'),
+        ];
+        if (!isset($messages[$code])) {
+            return;
+        }
+        printf('<div class="notice notice-success is-dismissible"><p>%s</p></div>', esc_html($messages[$code]));
+    }
+
+    /**
+     * 写操作：统一入口，按 $action 分发。nonce 以 action + id 为单位，
+     * 与 PayOrders 的行内处理表单同模式。
+     */
+    public function handle_ticket_update(): void {
+        if (!current_user_can(self::CAPABILITY)) {
+            wp_die(esc_html__('权限不足', 'aksrt'));
+        }
+        $action = isset($_POST['ticket_action']) ? sanitize_key((string) wp_unslash($_POST['ticket_action'])) : '';
+        $id = isset($_POST['ticket_id']) ? absint($_POST['ticket_id']) : 0;
+        check_admin_referer('aksrt_ticket_' . $action . '_' . $id);
+
+        $code = 'failed';
+        switch ($action) {
+            case 'status':
+                $code = $this->ticket_action_status($id);
+                break;
+            case 'reply':
+                $code = $this->ticket_action_reply($id);
+                break;
+            case 'type':
+                $code = $this->ticket_action_type();
+                break;
+            case 'status_def':
+                $code = $this->ticket_action_status_def();
+                break;
+            case 'prereply':
+                $code = $this->ticket_action_prereply();
+                break;
+            case 'prereply_delete':
+                $code = $this->ticket_action_prereply_delete();
+                break;
+            case 'type_delete':
+                $code = $this->ticket_action_type_delete();
+                break;
+            case 'status_delete':
+                $code = $this->ticket_action_status_delete();
+                break;
+            case 'note':
+                $code = $this->ticket_action_note($id);
+                break;
+            case 'create':
+                $code = $this->ticket_action_create();
+                break;
+        }
+
+        $args = ['page' => self::TICKET_PAGE_SLUG, 'aksrt_ticket_msg' => $code];
+        if (isset($_POST['ticket_tab'])) {
+            $args['tab'] = sanitize_key((string) wp_unslash($_POST['ticket_tab']));
+        }
+        wp_safe_redirect(add_query_arg($args, admin_url('users.php')));
+        exit;
+    }
+
+    /** @return string 提示码 */
+    private function ticket_action_status(int $id): string {
+        if ($id <= 0 || !class_exists('\AKSRT\Ticket\TicketRepository')) {
+            return 'failed';
+        }
+        $repo = \AKSRT\Ticket\TicketRepository::get_instance();
+        $ticket = $repo->find($id);
+        if ($ticket === null) {
+            return 'failed';
+        }
+        $to = isset($_POST['status']) ? sanitize_key((string) wp_unslash($_POST['status'])) : '';
+        if (!\AKSRT\Ticket\TicketStatusService::can_transition((string) $ticket['status'], $to)) {
+            return 'failed';
+        }
+        $fields = ['status' => $to];
+        $type_id = isset($_POST['ticket_type_id']) ? absint($_POST['ticket_type_id']) : 0;
+        if ($type_id > 0 && \AKSRT\Ticket\TicketTypeService::exists($type_id)) {
+            $fields['ticket_type_id'] = $type_id;
+        }
+        $admin_id = isset($_POST['admin_id']) ? absint($_POST['admin_id']) : 0;
+        if ($admin_id > 0 && get_userdata($admin_id)) {
+            $fields['admin_id'] = $admin_id;
+        }
+        if (!$repo->update_fields($id, $fields)) {
+            return 'failed';
+        }
+        $ticket = array_merge($ticket, $fields);
+        if ($to === \AKSRT\Ticket\TicketStatusService::KEY_CLOSED) {
+            \AKSRT\Ticket\TicketNotifier::closed($ticket, 'admin');
+        }
+        return 'updated';
+    }
+
+    /** @return string 提示码 */
+    private function ticket_action_reply(int $id): string {
+        if ($id <= 0 || !class_exists('\AKSRT\Ticket\TicketRepository')) {
+            return 'reply_failed';
+        }
+        $repo = \AKSRT\Ticket\TicketRepository::get_instance();
+        $ticket = $repo->find($id);
+        if ($ticket === null || !empty($ticket['is_closed'])) {
+            return 'reply_failed';
+        }
+        $content = isset($_POST['content']) ? sanitize_textarea_field((string) wp_unslash($_POST['content'])) : '';
+        $content = trim($content);
+        if ($content === '' || mb_strlen($content) > 3000) {
+            return 'reply_failed';
+        }
+        $reply_id = $repo->create_reply($id, 'admin', get_current_user_id(), $content, [], 0);
+        if ($reply_id <= 0) {
+            return 'reply_failed';
+        }
+        $repo->touch_reply($id, 'admin', get_current_user_id());
+        $repo->apply_reply_status($id, $ticket, 'admin');
+        \AKSRT\Ticket\TicketNotifier::user_replied($repo->find($id) ?? $ticket);
+        return 'replied';
+    }
+
+    /** @return string 提示码 */
+    private function ticket_action_type(): string {
+        if (!class_exists('\AKSRT\Ticket\TicketTypeService')) {
+            return 'failed';
+        }
+        $id = isset($_POST['type_id']) ? absint($_POST['type_id']) : 0;
+        $name = isset($_POST['name']) ? sanitize_text_field((string) wp_unslash($_POST['name'])) : '';
+        $name = trim($name);
+        $description = isset($_POST['description']) ? sanitize_text_field((string) wp_unslash($_POST['description'])) : '';
+        $admin_ids = isset($_POST['admin_ids']) ? array_map('absint', (array) $_POST['admin_ids']) : [];
+
+        if ($name === '' || \AKSRT\Ticket\TicketTypeService::name_taken($name, $id)) {
+            return 'failed';
+        }
+        $payload = [
+            'name' => $name,
+            'description' => $description,
+            'admin_ids' => \AKSRT\Ticket\TicketTypeService::sanitize_admin_ids($admin_ids),
+        ];
+        if ($id > 0) {
+            if (!\AKSRT\Ticket\TicketTypeService::exists($id)) {
+                return 'failed';
+            }
+            global $wpdb;
+            $table = \AKSRT\Core\DBMigrator::table('ticket_type');
+            $saved = $wpdb->update($table, [
+                'name' => $payload['name'],
+                'description' => $payload['description'],
+                'admin_ids' => wp_json_encode($payload['admin_ids']),
+                'updated_at' => current_time('mysql'),
+            ], ['id' => $id], ['%s', '%s', '%s', '%s'], ['%d']);
+            if ($saved === false) {
+                return 'failed';
+            }
+            \AKSRT\Ticket\TicketTypeService::flush();
+            return 'type_saved';
+        }
+
+        global $wpdb;
+        $table = \AKSRT\Core\DBMigrator::table('ticket_type');
+        if ($table === '') {
+            return 'failed';
+        }
+        $max = (int) $wpdb->get_var("SELECT MAX(sort_order) FROM {$table}"); // phpcs:ignore WordPress.DB.DirectDatabaseQuery
+        $inserted = $wpdb->insert($table, [
+            'name' => $payload['name'],
+            'description' => $payload['description'],
+            'admin_ids' => wp_json_encode($payload['admin_ids']),
+            'sort_order' => $max + 1,
+            'created_at' => current_time('mysql'),
+        ], ['%s', '%s', '%s', '%d', '%s']);
+        if ($inserted !== 1) {
+            return 'failed';
+        }
+        \AKSRT\Ticket\TicketTypeService::flush();
+        return 'type_saved';
+    }
+
+    /** @return string 提示码 */
+    private function ticket_action_status_def(): string {
+        if (!class_exists('\AKSRT\Ticket\TicketStatusService')) {
+            return 'failed';
+        }
+        global $wpdb;
+        $table = \AKSRT\Core\DBMigrator::table('ticket_status');
+        if ($table === '') {
+            return 'failed';
+        }
+        $id = isset($_POST['status_id']) ? absint($_POST['status_id']) : 0;
+        $name = isset($_POST['name']) ? sanitize_text_field((string) wp_unslash($_POST['name'])) : '';
+        $name = trim($name);
+        $color = \AKSRT\Ticket\TicketStatusService::sanitize_color(
+            (string) wp_unslash($_POST['color'] ?? '')
+        );
+        $is_closed = isset($_POST['is_closed']) ? 1 : 0;
+
+        if ($name === '') {
+            return 'failed';
+        }
+
+        if ($id > 0) {
+            $row = $wpdb->get_row($wpdb->prepare(
+                "SELECT * FROM {$table} WHERE id = %d", // phpcs:ignore WordPress.DB.PreparedSQL
+                $id
+            ), ARRAY_A);
+            if (!is_array($row)) {
+                return 'failed';
+            }
+            if (!empty($row['is_default'])) {
+                return 'status_default';
+            }
+            $saved = $wpdb->update($table, [
+                'name' => $name,
+                'color' => $color,
+                'is_closed' => $is_closed,
+                'updated_at' => current_time('mysql'),
+            ], ['id' => $id], ['%s', '%s', '%d', '%s'], ['%d']);
+            if ($saved === false) {
+                return 'failed';
+            }
+            \AKSRT\Ticket\TicketStatusService::flush();
+            return 'status_saved';
+        }
+
+        $max = (int) $wpdb->get_var("SELECT MAX(sort_order) FROM {$table}"); // phpcs:ignore WordPress.DB.DirectDatabaseQuery
+        $inserted = $wpdb->insert($table, [
+            'status_key' => \AKSRT\Ticket\TicketStatusService::make_key($name),
+            'name' => $name,
+            'color' => $color,
+            'is_closed' => $is_closed,
+            'sort_order' => $max + 1,
+            'created_at' => current_time('mysql'),
+        ], ['%s', '%s', '%s', '%d', '%d', '%s']);
+        if ($inserted !== 1) {
+            return 'failed';
+        }
+        \AKSRT\Ticket\TicketStatusService::flush();
+        return 'status_saved';
+    }
+
+    /** @return string 提示码 */
+    private function ticket_action_prereply(): string {
+        if (!class_exists('\AKSRT\Ticket\TicketPrereplyService')) {
+            return 'failed';
+        }
+        $id = isset($_POST['prereply_id']) ? absint($_POST['prereply_id']) : 0;
+        $content = isset($_POST['content']) ? sanitize_textarea_field((string) wp_unslash($_POST['content'])) : '';
+        $content = trim($content);
+        if ($content === '') {
+            return 'failed';
+        }
+        if ($id > 0) {
+            if (\AKSRT\Ticket\TicketPrereplyService::find($id) === null) {
+                return 'failed';
+            }
+            return \AKSRT\Ticket\TicketPrereplyService::update($id, $content) ? 'prereply_saved' : 'failed';
+        }
+        return \AKSRT\Ticket\TicketPrereplyService::create($content) > 0 ? 'prereply_saved' : 'failed';
+    }
+
+    /** @return string 提示码 */
+    private function ticket_action_prereply_delete(): string {
+        $id = isset($_POST['prereply_id']) ? absint($_POST['prereply_id']) : 0;
+        if ($id <= 0 || !class_exists('\AKSRT\Ticket\TicketPrereplyService')) {
+            return 'failed';
+        }
+        return \AKSRT\Ticket\TicketPrereplyService::delete($id) ? 'prereply_deleted' : 'failed';
+    }
+
+    /** @return string 提示码 */
+    private function ticket_action_type_delete(): string {
+        $id = isset($_POST['type_id']) ? absint($_POST['type_id']) : 0;
+        if ($id <= 0 || !class_exists('\AKSRT\Ticket\TicketTypeService')) {
+            return 'failed';
+        }
+        if (\AKSRT\Ticket\TicketRepository::get_instance()->count_by_type($id) > 0) {
+            return 'type_in_use';
+        }
+        global $wpdb;
+        $table = \AKSRT\Core\DBMigrator::table('ticket_type');
+        if ($table === '') {
+            return 'failed';
+        }
+        $wpdb->delete($table, ['id' => $id], ['%d']);
+        \AKSRT\Ticket\TicketTypeService::flush();
+        return 'type_deleted';
+    }
+
+    /** @return string 提示码 */
+    private function ticket_action_status_delete(): string {
+        $id = isset($_POST['status_id']) ? absint($_POST['status_id']) : 0;
+        if ($id <= 0 || !class_exists('\AKSRT\Ticket\TicketStatusService')) {
+            return 'failed';
+        }
+        global $wpdb;
+        $table = \AKSRT\Core\DBMigrator::table('ticket_status');
+        if ($table === '') {
+            return 'failed';
+        }
+        $row = $wpdb->get_row($wpdb->prepare(
+            "SELECT * FROM {$table} WHERE id = %d", // phpcs:ignore WordPress.DB.PreparedSQL
+            $id
+        ), ARRAY_A);
+        if (!is_array($row)) {
+            return 'failed';
+        }
+        if (!empty($row['is_default'])) {
+            return 'status_default';
+        }
+        $key = sanitize_key((string) $row['status_key']);
+        if (\AKSRT\Ticket\TicketRepository::get_instance()->count_by_status($key) > 0) {
+            return 'status_in_use';
+        }
+        $wpdb->delete($table, ['id' => $id], ['%d']);
+        \AKSRT\Ticket\TicketStatusService::flush();
+        return 'status_deleted';
+    }
+
+    /** @return string 提示码 */
+    private function ticket_action_note(int $id): string {        if ($id <= 0 || !class_exists('\AKSRT\Ticket\TicketNoteService')) {
+            return 'failed';
+        }
+        $note_id = isset($_POST['note_id']) ? absint($_POST['note_id']) : 0;
+        $content = isset($_POST['content']) ? sanitize_textarea_field((string) wp_unslash($_POST['content'])) : '';
+        $content = trim($content);
+        if ($content === '') {
+            return 'failed';
+        }
+        if ($note_id > 0) {
+            return \AKSRT\Ticket\TicketNoteService::update($note_id, $content) ? 'note_saved' : 'failed';
+        }
+        return \AKSRT\Ticket\TicketNoteService::create($id, $content, get_current_user_id()) > 0
+            ? 'note_saved'
+            : 'failed';
+    }
+
+    /** @return string 提示码 */
+    private function ticket_action_create(): string {
+        if (!class_exists('\AKSRT\Ticket\TicketRepository')) {
+            return 'create_failed';
+        }
+        $user_id = isset($_POST['user_id']) ? absint($_POST['user_id']) : 0;
+        $title = isset($_POST['title']) ? sanitize_text_field((string) wp_unslash($_POST['title'])) : '';
+        $title = trim($title);
+        $content = isset($_POST['content']) ? sanitize_textarea_field((string) wp_unslash($_POST['content'])) : '';
+        $content = trim($content);
+        $type_id = isset($_POST['ticket_type_id']) ? absint($_POST['ticket_type_id']) : 0;
+
+        if ($user_id <= 0 || !get_userdata($user_id) || $title === '' || $content === '') {
+            return 'create_failed';
+        }
+        if (!\AKSRT\Ticket\TicketTypeService::exists($type_id)) {
+            return 'create_failed';
+        }
+        $id = \AKSRT\Ticket\TicketRepository::get_instance()->create([
+            'ticket_num' => \AKSRT\Ticket\TicketNumber::generate(),
+            'user_id' => $user_id,
+            'title' => $title,
+            'ticket_type_id' => $type_id,
+            'content' => $content,
+            'order_number' => isset($_POST['order_number']) ? sanitize_text_field((string) wp_unslash($_POST['order_number'])) : '',
+            'status' => \AKSRT\Ticket\TicketStatusService::KEY_ADMIN_REPLIED,
+            'post_admin_id' => get_current_user_id(),
+            'admin_id' => get_current_user_id(),
+        ]);
+        if ($id <= 0) {
+            return 'create_failed';
+        }
+        $ticket = \AKSRT\Ticket\TicketRepository::get_instance()->find($id);
+        if (is_array($ticket)) {
+            \AKSRT\Ticket\TicketNotifier::user_replied($ticket);
+        }
+        return 'created';
+    }
+
+    private function ticket_page_url(array $extra = []): string {
+        return add_query_arg(
+            array_merge(['page' => self::TICKET_PAGE_SLUG], $extra),
+            admin_url('users.php')
+        );
+    }
+
+    /**
+     * 行内删除按钮：独立小表单 + 二次确认，nonce 以 action + id 为单位。
+     * 删除类操作不占用列表主表单，避免误删。
+     */
+    private function ticket_delete_button(string $action, string $field, int $id, string $label): string {
+        return sprintf(
+            '<form method="post" action="%s" style="display:inline;" onsubmit="return confirm(\'%s\');">'
+            . '<input type="hidden" name="action" value="aksrt_ticket_update" />'
+            . '<input type="hidden" name="ticket_action" value="%s" />'
+            . '<input type="hidden" name="ticket_tab" value="config" />'
+            . '<input type="hidden" name="%s" value="%d" />%s'
+            . '<button type="submit" class="button-link-delete">%s</button></form>',
+            esc_url(admin_url('admin-post.php')),
+            esc_js(__('确认删除？', 'aksrt')),
+            esc_attr($action),
+            esc_attr($field),
+            $id,
+            wp_nonce_field('aksrt_ticket_' . $action . '_' . $id, '_wpnonce', true, false),
+            esc_html($label)
+        );
+    }
+
+    /** 工单页共享样式（徽章取状态颜色，两个 Tab 都用）。 */
+    private function ticket_page_css(): string {
+        return '.aksrt-ticket-badge{display:inline-block;padding:2px 10px;border-radius:999px;'
+            . 'background:color-mix(in srgb,var(--aksrt-ticket-color,#6b7280) 14%,transparent);'
+            . 'color:var(--aksrt-ticket-color,#6b7280);font-size:12px;font-weight:600;line-height:1.6;}'
+            . '.aksrt-ticket-detail{display:grid;gap:10px;padding:12px;border:1px solid #dcdcde;border-radius:6px;background:#fff;}'
+            . '.aksrt-ticket-detail__content,.aksrt-ticket-detail__reply-body{white-space:pre-wrap;word-break:break-word;}'
+            . '.aksrt-ticket-detail__replies{display:grid;gap:8px;margin:0;padding:0;list-style:none;}'
+            . '.aksrt-ticket-detail__replies li{padding:10px 12px;border-left:3px solid #c3c4c7;border-radius:4px;background:#f6f7f7;}'
+            . '.aksrt-ticket-detail__replies li.is-admin{border-left-color:#2271b1;background:#f0f6fc;}'
+            . '.aksrt-ticket-detail__reply-head time{color:#646970;font-size:11px;}'
+            . '.aksrt-ticket-detail__quote{margin:0 0 6px;padding:6px 10px;border-left:3px solid #dcdcde;background:#fff;color:#50575e;font-size:12px;}'
+            . '.aksrt-ticket-detail__notes{display:grid;gap:6px;margin:0;padding:0;list-style:none;}'
+            . '.aksrt-ticket-detail__notes time{color:#646970;font-size:11px;}'
+            . '.aksrt-ticket-detail__closed{margin:0;color:#8c8f94;font-size:12px;}';
+    }
+}

src/Admin/Native/UsersMenusTicketsConfig.php

@@ -0,0 +1,165 @@
+<?php
+/**
+ * 工单管理后台页 — 配置 Tab 渲染（部门 / 状态 / 预设回复）。
+ *
+ * @package AKSRT
+ */
+
+namespace AKSRT\Admin\Native;
+
+defined('ABSPATH') || exit;
+
+trait UsersMenusTicketsConfig {
+
+    private function render_ticket_config_tab(): void {
+        $this->render_ticket_types_panel();
+        $this->render_ticket_statuses_panel();
+        $this->render_ticket_prereplies_panel();
+    }
+
+    /** 部门：表格 + 行内编辑 + 新建表单。 */
+    private function render_ticket_types_panel(): void {
+        $types = \AKSRT\Ticket\TicketTypeService::all();
+        $edit_id = isset($_GET['type_id']) ? absint($_GET['type_id']) : 0;
+        $editing = null;
+        foreach ($types as $row) {
+            if ((int) $row['id'] === $edit_id) {
+                $editing = $row;
+                break;
+            }
+        }
+
+        echo '<h3>' . esc_html__('工单部门', 'aksrt') . '</h3>';
+        echo '<table class="widefat fixed striped posts" style="max-width:900px;">';
+        echo '<thead><tr><th width="8%">ID</th><th width="24%">' . esc_html__('名称', 'aksrt') . '</th>'
+            . '<th width="38%">' . esc_html__('说明', 'aksrt') . '</th>'
+            . '<th width="20%">' . esc_html__('受理管理员', 'aksrt') . '</th><th width="10%"></th></tr></thead><tbody>';
+        foreach ($types as $row) {
+            $edit_url = add_query_arg(['type_id' => (int) $row['id']], $this->ticket_page_url(['tab' => 'config']));
+            $cells = sprintf(
+                '<tr><td>%d</td><td>%s</td><td>%s</td><td>%s</td><td>',
+                (int) $row['id'],
+                esc_html((string) $row['name']),
+                esc_html((string) $row['description'] !== '' ? (string) $row['description'] : '—'),
+                esc_html($row['admin_ids'] === [] ? '—' : implode(', ', $row['admin_ids']))
+            );
+            $cells .= '<a href="' . esc_url($edit_url) . '">' . esc_html__('编辑', 'aksrt') . '</a> ';
+            $cells .= $this->ticket_delete_button('type_delete', 'type_id', (int) $row['id'], __('删除', 'aksrt'));
+            $cells .= '</td></tr>';
+            echo $cells; // phpcs:ignore WordPress.Security.EscapeOutput.OutputNotEscaped
+        }
+        echo '</tbody></table>';
+
+        echo '<h4>' . esc_html($editing === null ? __('新增部门', 'aksrt') : __('编辑部门', 'aksrt')) . '</h4>';
+        echo '<form method="post" action="' . esc_url(admin_url('admin-post.php')) . '">';
+        echo '<input type="hidden" name="action" value="aksrt_ticket_update" />';
+        echo '<input type="hidden" name="ticket_action" value="type" />';
+        echo '<input type="hidden" name="ticket_tab" value="config" />';
+        echo '<input type="hidden" name="type_id" value="' . esc_attr((string) ($editing['id'] ?? 0)) . '" />';
+        echo wp_nonce_field('aksrt_ticket_type_' . (int) ($editing['id'] ?? 0), '_wpnonce', true, false);
+        echo '<p><input type="text" name="name" value="' . esc_attr((string) ($editing['name'] ?? '')) . '" placeholder="' . esc_attr__('部门名称', 'aksrt') . '" /></p>';
+        echo '<p><input type="text" name="description" class="large-text" value="' . esc_attr((string) ($editing['description'] ?? '')) . '" placeholder="' . esc_attr__('部门说明（可选）', 'aksrt') . '" /></p>';
+        echo '<p><input type="text" name="admin_ids" class="large-text" value="' . esc_attr(implode(',', (array) ($editing['admin_ids'] ?? []))) . '" placeholder="' . esc_attr__('受理管理员用户 ID，逗号分隔（可选）', 'aksrt') . '" /></p>';
+        submit_button(__('保存部门', 'aksrt'), 'primary', '', false);
+        echo '</form>';
+    }
+
+    /** 自定义状态：默认状态拒绝改删。 */
+    private function render_ticket_statuses_panel(): void {
+        $statuses = \AKSRT\Ticket\TicketStatusService::all();
+        $edit_id = isset($_GET['status_id']) ? absint($_GET['status_id']) : 0;
+        $editing = null;
+        foreach ($statuses as $row) {
+            if ((int) $row['id'] === $edit_id) {
+                $editing = $row;
+                break;
+            }
+        }
+
+        echo '<h3>' . esc_html__('工单状态', 'aksrt') . '</h3>';
+        echo '<p class="description">' . esc_html__('默认状态不可修改或删除；删除非默认状态前需先清空该状态下的工单。', 'aksrt') . '</p>';
+        echo '<table class="widefat fixed striped posts" style="max-width:760px;">';
+        echo '<thead><tr><th width="8%">ID</th><th width="22%">' . esc_html__('名称', 'aksrt') . '</th>'
+            . '<th width="18%">' . esc_html__('颜色', 'aksrt') . '</th>'
+            . '<th width="16%">' . esc_html__('完结', 'aksrt') . '</th>'
+            . '<th width="16%">' . esc_html__('默认', 'aksrt') . '</th><th width="20%"></th></tr></thead><tbody>';
+        foreach ($statuses as $row) {
+            $status_cells = sprintf(
+                '<tr><td>%d</td><td>%s</td>'
+                . '<td><span class="aksrt-ticket-badge" style="--aksrt-ticket-color:%s">%s</span></td>'
+                . '<td>%s</td><td>%s</td><td>',
+                (int) $row['id'],
+                esc_html((string) $row['name']),
+                esc_attr((string) $row['color']),
+                esc_html((string) $row['color']),
+                esc_html(!empty($row['is_closed']) ? __('是', 'aksrt') : __('否', 'aksrt')),
+                esc_html(!empty($row['is_default']) ? __('是', 'aksrt') : __('否', 'aksrt'))
+            );
+            if (empty($row['is_default'])) {
+                $status_cells .= '<a href="' . esc_url(add_query_arg(['status_id' => (int) $row['id']], $this->ticket_page_url(['tab' => 'config']))) . '">' . esc_html__('编辑', 'aksrt') . '</a> ';
+                $status_cells .= $this->ticket_delete_button('status_delete', 'status_id', (int) $row['id'], __('删除', 'aksrt'));
+            } else {
+                $status_cells .= '—';
+            }
+            $status_cells .= '</td></tr>';
+            echo $status_cells; // phpcs:ignore WordPress.Security.EscapeOutput.OutputNotEscaped
+        }
+        echo '</tbody></table>';
+
+        echo '<h4>' . esc_html($editing === null ? __('新增状态', 'aksrt') : __('编辑状态', 'aksrt')) . '</h4>';
+        echo '<form method="post" action="' . esc_url(admin_url('admin-post.php')) . '">';
+        echo '<input type="hidden" name="action" value="aksrt_ticket_update" />';
+        echo '<input type="hidden" name="ticket_action" value="status_def" />';
+        echo '<input type="hidden" name="ticket_tab" value="config" />';
+        echo '<input type="hidden" name="status_id" value="' . esc_attr((string) ($editing['id'] ?? 0)) . '" />';
+        echo wp_nonce_field('aksrt_ticket_status_def_' . (int) ($editing['id'] ?? 0), '_wpnonce', true, false);
+        echo '<p><input type="text" name="name" value="' . esc_attr((string) ($editing['name'] ?? '')) . '" placeholder="' . esc_attr__('状态名称', 'aksrt') . '" /> ';
+        echo '<input type="text" name="color" value="' . esc_attr((string) ($editing['color'] ?? '#6b7280')) . '" placeholder="#6b7280" style="width:120px;" /> ';
+        echo '<label><input type="checkbox" name="is_closed" value="1"' . checked(!empty($editing['is_closed']), true, false) . ' /> ' . esc_html__('完结状态', 'aksrt') . '</label> ';
+        submit_button(__('保存状态', 'aksrt'), 'primary', '', false);
+        echo '</p></form>';
+    }
+
+    /** 预设回复：表格 + 行内编辑 + 新建表单。 */
+    private function render_ticket_prereplies_panel(): void {
+        $rows = \AKSRT\Ticket\TicketPrereplyService::all();
+        $edit_id = isset($_GET['prereply_id']) ? absint($_GET['prereply_id']) : 0;
+        $editing = null;
+        foreach ($rows as $row) {
+            if ((int) $row['id'] === $edit_id) {
+                $editing = $row;
+                break;
+            }
+        }
+
+        echo '<h3>' . esc_html__('预设回复', 'aksrt') . '</h3>';
+        echo '<table class="widefat fixed striped posts" style="max-width:900px;">';
+        echo '<thead><tr><th width="8%">ID</th><th width="72%">' . esc_html__('内容', 'aksrt') . '</th><th width="20%"></th></tr></thead><tbody>';
+        if ($rows === []) {
+            echo '<tr><td colspan="3">' . esc_html__('暂无预设回复', 'aksrt') . '</td></tr>';
+        }
+        foreach ($rows as $row) {
+            $reply_cells = sprintf(
+                '<tr><td>%d</td><td>%s</td><td>',
+                (int) $row['id'],
+                esc_html((string) $row['content'])
+            );
+            $reply_cells .= '<a href="' . esc_url(add_query_arg(['prereply_id' => (int) $row['id']], $this->ticket_page_url(['tab' => 'config']))) . '">' . esc_html__('编辑', 'aksrt') . '</a> ';
+            $reply_cells .= $this->ticket_delete_button('prereply_delete', 'prereply_id', (int) $row['id'], __('删除', 'aksrt'));
+            $reply_cells .= '</td></tr>';
+            echo $reply_cells; // phpcs:ignore WordPress.Security.EscapeOutput.OutputNotEscaped
+        }
+        echo '</tbody></table>';
+
+        echo '<h4>' . esc_html($editing === null ? __('新增预设回复', 'aksrt') : __('编辑预设回复', 'aksrt')) . '</h4>';
+        echo '<form method="post" action="' . esc_url(admin_url('admin-post.php')) . '">';
+        echo '<input type="hidden" name="action" value="aksrt_ticket_update" />';
+        echo '<input type="hidden" name="ticket_action" value="prereply" />';
+        echo '<input type="hidden" name="ticket_tab" value="config" />';
+        echo '<input type="hidden" name="prereply_id" value="' . esc_attr((string) ($editing['id'] ?? 0)) . '" />';
+        echo wp_nonce_field('aksrt_ticket_prereply_' . (int) ($editing['id'] ?? 0), '_wpnonce', true, false);
+        echo '<p><textarea name="content" rows="3" class="large-text" placeholder="' . esc_attr__('预设回复内容', 'aksrt') . '">' . esc_textarea((string) ($editing['content'] ?? '')) . '</textarea></p>';
+        submit_button(__('保存预设回复', 'aksrt'), 'primary', '', false);
+        echo '</form>';
+    }
+}

src/Admin/Native/UsersMenusTicketsList.php

@@ -0,0 +1,271 @@
+<?php
+/**
+ * 工单管理后台页 — 工单列表 Tab 渲染。
+ *
+ * @package AKSRT
+ */
+
+namespace AKSRT\Admin\Native;
+
+defined('ABSPATH') || exit;
+
+trait UsersMenusTicketsList {
+
+    private function render_ticket_list_tab(): void {
+        $status = isset($_GET['status']) ? sanitize_key((string) wp_unslash($_GET['status'])) : '';
+        $type_id = isset($_GET['ticket_type_id']) ? absint($_GET['ticket_type_id']) : 0;
+        $s = isset($_GET['s']) ? sanitize_text_field((string) wp_unslash($_GET['s'])) : '';
+        $paged = isset($_GET['paged']) ? max(1, (int) $_GET['paged']) : 1;
+
+        $statuses = \AKSRT\Ticket\TicketStatusService::all();
+        $types = \AKSRT\Ticket\TicketTypeService::all();
+
+        $base_url = remove_query_arg(['status', 'ticket_type_id', 's', 'paged', 'id'], $this->ticket_page_url());
+
+        // 状态 subsubsub（完结态单独放最后，默认视图不显示已关闭工单）
+        echo '<ul class="subsubsub">';
+        $links = ['' => __('全部', 'aksrt')];
+        foreach ($statuses as $row) {
+            if (!empty($row['is_closed'])) {
+                continue;
+            }
+            $links[(string) $row['status_key']] = (string) $row['name'];
+        }
+        $i = 0;
+        foreach ($links as $key => $label) {
+            $url = $key === '' ? $base_url : add_query_arg('status', $key, $base_url);
+            $sep = ++$i < count($links) ? ' |' : '';
+            printf(
+                '<li><a class="%s" href="%s">%s</a>%s</li> ',
+                $status === $key ? 'current' : '',
+                esc_url($url),
+                esc_html($label),
+                esc_html($sep)
+            );
+        }
+        echo '</ul>';
+
+        // 筛选 + 搜索
+        echo '<form method="get" class="search-form" style="display:flex;gap:6px;align-items:center;flex-wrap:wrap;margin:10px 0;">';
+        echo '<input type="hidden" name="page" value="' . esc_attr(self::TICKET_PAGE_SLUG) . '" />';
+        echo '<select name="status">';
+        echo '<option value="">' . esc_html__('全部状态', 'aksrt') . '</option>';
+        foreach ($statuses as $row) {
+            printf(
+                '<option value="%s"%s>%s</option>',
+                esc_attr((string) $row['status_key']),
+                selected($status, (string) $row['status_key'], false),
+                esc_html((string) $row['name'])
+            );
+        }
+        echo '</select> ';
+        echo '<select name="ticket_type_id">';
+        echo '<option value="">' . esc_html__('全部部门', 'aksrt') . '</option>';
+        foreach ($types as $row) {
+            printf(
+                '<option value="%d"%s>%s</option>',
+                (int) $row['id'],
+                selected($type_id, (int) $row['id'], false),
+                esc_html((string) $row['name'])
+            );
+        }
+        echo '</select> ';
+        echo '<input type="search" name="s" value="' . esc_attr($s) . '" placeholder="' . esc_attr__('工单号 / 标题', 'aksrt') . '" /> ';
+        submit_button(__('筛选', 'aksrt'), 'primary', '', false);
+        echo '</form>';
+
+        // 新建工单入口
+        printf(
+            '<p><button type="button" class="button" data-aksrt-ticket-new>%s</button></p>',
+            esc_html__('代客提交工单', 'aksrt')
+        );
+
+        $repo = \AKSRT\Ticket\TicketRepository::get_instance();
+        $result = $repo->paginate([
+            'status' => $status === '' ? [] : [$status],
+            'ticket_type_id' => $type_id,
+            'keywords' => $s,
+            'limit' => self::TICKET_PER_PAGE,
+            'offset' => ($paged - 1) * self::TICKET_PER_PAGE,
+        ], true);
+        $items = $result['items'];
+        $total = $result['total'];
+        $open_id = isset($_GET['id']) ? absint($_GET['id']) : 0;
+
+        echo '<div class="table-box" style="overflow-y:auto;width:100%;">';
+        echo '<table class="widefat fixed striped posts" style="min-width:960px;">';
+        echo '<thead><tr>';
+        echo '<th width="6%">' . esc_html__('状态', 'aksrt') . '</th>';
+        echo '<th width="10%">' . esc_html__('工单号', 'aksrt') . '</th>';
+        echo '<th width="22%">' . esc_html__('标题', 'aksrt') . '</th>';
+        echo '<th width="10%">' . esc_html__('部门', 'aksrt') . '</th>';
+        echo '<th width="10%">' . esc_html__('用户', 'aksrt') . '</th>';
+        echo '<th width="10%">' . esc_html__('跟进人', 'aksrt') . '</th>';
+        echo '<th width="12%">' . esc_html__('提交时间', 'aksrt') . '</th>';
+        echo '<th width="12%">' . esc_html__('最后回复', 'aksrt') . '</th>';
+        echo '</tr></thead><tbody>';
+
+        if ($items === []) {
+            echo '<tr><td colspan="8" align="center"><strong>' . esc_html__('暂无工单', 'aksrt') . '</strong></td></tr>';
+        }
+
+        foreach ($items as $ticket) {
+            $is_open = $open_id === (int) $ticket['id'];
+            printf(
+                '<tr><td><span class="aksrt-ticket-badge" style="--aksrt-ticket-color:%s">%s</span></td>'
+                . '<td>%s</td><td><a href="%s"><strong>%s</strong></a></td><td>%s</td><td>%s</td><td>%s</td>'
+                . '<td>%s</td><td>%s</td></tr>',
+                esc_attr((string) $ticket['status_color']),
+                esc_html((string) $ticket['status_label']),
+                esc_html((string) $ticket['ticket_num']),
+                esc_url(add_query_arg('id', (int) $ticket['id'], $base_url)),
+                esc_html((string) $ticket['title']),
+                esc_html((string) $ticket['ticket_type_name']),
+                esc_html((string) $ticket['user_name']),
+                esc_html((string) $ticket['admin_name'] !== '' ? (string) $ticket['admin_name'] : '—'),
+                esc_html((string) $ticket['post_time']),
+                esc_html((string) $ticket['last_reply_time'] !== '' ? (string) $ticket['last_reply_time'] : '—')
+            );
+            if ($is_open) {
+                echo '<tr><td colspan="8">' . $this->render_ticket_detail_panel($ticket) . '</td></tr>'; // phpcs:ignore WordPress.Security.EscapeOutput.OutputNotEscaped
+            }
+        }
+        echo '</tbody></table></div>';
+
+        \AKSRT\Admin\Native\AdminListPagination::render(
+            self::TICKET_PAGE_SLUG,
+            $total,
+            $paged,
+            self::TICKET_PER_PAGE,
+            array_filter([
+                'status' => $status,
+                'ticket_type_id' => $type_id,
+                's' => $s,
+            ], static fn($value): bool => $value !== '' && $value !== 0)
+        );
+    }
+
+    /**
+     * 行内展开的工单详情：沟通记录 + 回复框 + 状态迁移 + 后台备注。
+     *
+     * @param array<string,mixed> $ticket
+     */
+    private function render_ticket_detail_panel(array $ticket): string {
+        $id = (int) $ticket['id'];
+        $repo = \AKSRT\Ticket\TicketRepository::get_instance();
+        $replies = $repo->replies($id);
+        $notes = \AKSRT\Ticket\TicketNoteService::for_ticket($id);
+
+        $html = '<div class="aksrt-ticket-detail" data-aksrt-ticket-detail="' . esc_attr((string) $id) . '">';
+
+        // 工单正文
+        $html .= '<div class="aksrt-ticket-detail__meta">';
+        $html .= '<p><strong>' . esc_html__('工单号', 'aksrt') . '：</strong>' . esc_html((string) $ticket['ticket_num']) . '</p>';
+        $html .= '<p><strong>' . esc_html__('提交用户', 'aksrt') . '：</strong>' . esc_html((string) $ticket['user_name']) . ' (#' . esc_html((string) $ticket['user_id']) . ')</p>';
+        if ((string) $ticket['order_number'] !== '') {
+            $html .= '<p><strong>' . esc_html__('关联订单', 'aksrt') . '：</strong>' . esc_html((string) $ticket['order_number']) . '</p>';
+        }
+        $html .= '<p><strong>' . esc_html__('问题描述', 'aksrt') . '：</strong></p>';
+        $html .= '<div class="aksrt-ticket-detail__content">' . nl2br(esc_html((string) $ticket['content'])) . '</div>';
+        $html .= '</div>';
+
+        // 沟通记录
+        $html .= '<h4>' . esc_html__('沟通记录', 'aksrt') . '</h4>';
+        if ($replies === []) {
+            $html .= '<p class="description">' . esc_html__('暂无沟通记录', 'aksrt') . '</p>';
+        }
+        $html .= '<ol class="aksrt-ticket-detail__replies">';
+        foreach ($replies as $reply) {
+            $who = (string) $reply['author_type'] === 'admin'
+                ? sprintf(
+                    /* translators: %s admin name */
+                    __('管理员 %s', 'aksrt'),
+                    (string) $reply['author_name']
+                )
+                : (string) $reply['author_name'];
+            $html .= '<li class="is-' . esc_attr((string) $reply['author_type']) . '">';
+            $html .= '<div class="aksrt-ticket-detail__reply-head"><strong>' . esc_html($who) . '</strong>'
+                . ' <time>' . esc_html((string) $reply['created_at']) . '</time></div>';
+            if (is_array($reply['quote'] ?? null)) {
+                $quote = $reply['quote'];
+                $html .= '<blockquote class="aksrt-ticket-detail__quote">'
+                    . esc_html(!empty($quote['is_deleted']) ? __('原回复已删除', 'aksrt') : (string) $quote['content'])
+                    . '</blockquote>';
+            }
+            $html .= '<div class="aksrt-ticket-detail__reply-body">' . nl2br(esc_html((string) $reply['content'])) . '</div>';
+            $html .= '</li>';
+        }
+        $html .= '</ol>';
+
+        // 管理员回复：已完结工单不再给回复框，只提示已关闭。
+        if (!empty($ticket['is_closed'])) {
+            $html .= '<p class="aksrt-ticket-detail__closed">' . esc_html__('工单已关闭，无法继续回复。', 'aksrt') . '</p>';
+        } else {
+            $html .= '<form method="post" action="' . esc_url(admin_url('admin-post.php')) . '" class="aksrt-ticket-detail__reply-form">';
+            $html .= '<input type="hidden" name="action" value="aksrt_ticket_update" />';
+            $html .= '<input type="hidden" name="ticket_action" value="reply" />';
+            $html .= '<input type="hidden" name="ticket_id" value="' . esc_attr((string) $id) . '" />';
+            $html .= '<input type="hidden" name="ticket_tab" value="tickets" />';
+            $html .= wp_nonce_field('aksrt_ticket_reply_' . $id, '_wpnonce', true, false);
+            $html .= '<p><textarea name="content" rows="3" class="large-text" placeholder="' . esc_attr__('填写回复内容', 'aksrt') . '"></textarea></p>';
+            $html .= '<p><button type="submit" class="button button-primary">' . esc_html__('提交回复', 'aksrt') . '</button></p>';
+            $html .= '</form>';
+        }
+
+        // 状态迁移 / 部门 / 跟进人
+        $html .= '<form method="post" action="' . esc_url(admin_url('admin-post.php')) . '" class="aksrt-ticket-detail__status-form">';
+        $html .= '<input type="hidden" name="action" value="aksrt_ticket_update" />';
+        $html .= '<input type="hidden" name="ticket_action" value="status" />';
+        $html .= '<input type="hidden" name="ticket_id" value="' . esc_attr((string) $id) . '" />';
+        $html .= '<input type="hidden" name="ticket_tab" value="tickets" />';
+        $html .= wp_nonce_field('aksrt_ticket_status_' . $id, '_wpnonce', true, false);
+        $html .= '<p><label>' . esc_html__('状态', 'aksrt') . ' <select name="status">';
+        foreach (\AKSRT\Ticket\TicketStatusService::all() as $row) {
+            printf(
+                '<option value="%s"%s>%s</option>',
+                esc_attr((string) $row['status_key']),
+                selected((string) $ticket['status'], (string) $row['status_key'], false),
+                esc_html((string) $row['name'])
+            );
+        }
+        $html .= '</select></label> ';
+        $html .= '<label>' . esc_html__('部门', 'aksrt') . ' <select name="ticket_type_id">';
+        foreach (\AKSRT\Ticket\TicketTypeService::all() as $row) {
+            printf(
+                '<option value="%d"%s>%s</option>',
+                (int) $row['id'],
+                selected((int) $ticket['ticket_type_id'], (int) $row['id'], false),
+                esc_html((string) $row['name'])
+            );
+        }
+        $html .= '</select></label> ';
+        $html .= '<label>' . esc_html__('跟进人 ID', 'aksrt') . ' <input type="number" name="admin_id" value="' . esc_attr((string) $ticket['admin_id']) . '" min="0" style="width:80px;" /></label> ';
+        $html .= '<button type="submit" class="button">' . esc_html__('保存', 'aksrt') . '</button></p>';
+        $html .= '</form>';
+
+        // 后台备注
+        $html .= '<h4>' . esc_html__('后台备注', 'aksrt') . '</h4>';
+        if ($notes === []) {
+            $html .= '<p class="description">' . esc_html__('暂无备注', 'aksrt') . '</p>';
+        }
+        $html .= '<ul class="aksrt-ticket-detail__notes">';
+        foreach ($notes as $note) {
+            $html .= '<li><strong>' . esc_html((string) $note['admin_name']) . '</strong>'
+                . ' <time>' . esc_html((string) $note['created_at']) . '</time>'
+                . '<div>' . nl2br(esc_html((string) $note['content'])) . '</div></li>';
+        }
+        $html .= '</ul>';
+        $html .= '<form method="post" action="' . esc_url(admin_url('admin-post.php')) . '">';
+        $html .= '<input type="hidden" name="action" value="aksrt_ticket_update" />';
+        $html .= '<input type="hidden" name="ticket_action" value="note" />';
+        $html .= '<input type="hidden" name="ticket_id" value="' . esc_attr((string) $id) . '" />';
+        $html .= '<input type="hidden" name="ticket_tab" value="tickets" />';
+        $html .= wp_nonce_field('aksrt_ticket_note_' . $id, '_wpnonce', true, false);
+        $html .= '<p><input type="text" name="content" class="large-text" placeholder="' . esc_attr__('添加内部备注（用户不可见）', 'aksrt') . '" /> '
+            . '<button type="submit" class="button">' . esc_html__('添加备注', 'aksrt') . '</button></p>';
+        $html .= '</form>';
+
+        $html .= '</div>';
+        return $html;
+    }
+}

src/Admin/Schema/SchemaPayment.php

@@ -571,34 +571,6 @@ class SchemaPayment {
 						]],
 					],
 				],
-
-				/* ------------------------------------------------------------------
-				 * 售后策略
-				 * ------------------------------------------------------------------ */
-				'after_sale' => [
-					'key'        => 'after_sale',
-					'title'      => '售后策略',
-					'version'    => '1.0.0',
-					'option_key' => 'aksrt_settings',
-					'groups'     => [
-						['key' => 'main', 'title' => '售后功能', 'icon' => 'fa fas fa-undo-alt', 'fields' => [
-							['key' => 'after_sale_s', 'label' => '售后功能', 'type' => 'switch', 'default' => true, 'help' => '开启后用户可以申请售后；关闭后不再处理售后，前台「我的订单」不再显示申请售后按钮'],
-							['key' => 'after_sale_time_limit', 'label' => '申请售后时效(天)', 'type' => 'number', 'default' => 7, 'min' => 0, 'max' => 3650, 'help' => '订单支付后多少天内可以申请售后，超过时效将无法申请；0 表示不限制'],
-							['key' => 'after_sale_expired_text', 'label' => '超过时效提示', 'type' => 'textarea', 'sanitize_type' => 'html', 'default' => '<div>抱歉，您的订单已超过售后申请时效</div>', 'rows' => 3, 'help' => '订单超过售后时效后，用户点击申请售后时弹窗提示的内容(支持HTML代码，请注意代码规范)'],
-						]],
-						['key' => 'form', 'title' => '申请表单', 'icon' => 'fa fas fa-file-alt', 'fields' => [
-							['key' => 'after_sale_reasons', 'label' => '预置原因', 'type' => 'group', 'button_title' => '添加原因', 'help' => '用户申请售后时可选择的原因', 'default' => [['t' => '质量问题'], ['t' => '假冒品牌'], ['t' => '其他原因']], 'fields' => [
-								['key' => 't', 'label' => '原因', 'type' => 'input', 'default' => ''],
-							]],
-							['key' => 'after_sale_desc', 'label' => '申请售后说明', 'type' => 'textarea', 'sanitize_type' => 'html', 'default' => '', 'rows' => 5, 'help' => '用户申请售后时显示的内容(支持HTML代码，请注意代码规范)'],
-							['key' => 'after_sale_materials', 'label' => '申请所需材料', 'type' => 'group', 'button_title' => '添加材料', 'help' => '用户提交售后申请时需要提供的资料，如联系邮箱、联系电话；此处的信息收集，仅用于售后联系与审核', 'default' => [['t' => '联系邮箱'], ['t' => '联系电话']], 'fields' => [
-								['key' => 't', 'label' => '资料项', 'type' => 'input', 'default' => ''],
-							]],
-							['key' => 'after_sale_reason_placeholder', 'label' => '申请说明占位文案', 'type' => 'input', 'default' => '必填，请您详细填写申请原因', 'help' => '前台申请售后弹窗中「申请说明」输入框的提示文字'],
-							['key' => 'after_sale_img_s', 'label' => '申请售后可上传图片', 'type' => 'switch', 'default' => true, 'help' => '开启后申请售后弹窗中出现图片上传入口（最多上传3张）'],
-						]],
-					],
-				],
 			],
 		];
 	}

src/Admin/Schema/SchemaPermissions.php

@@ -81,8 +81,8 @@ class SchemaPermissions {
                                 ['label' => '每日签到', 'value' => 'signin'],
                                 ['label' => '前台投稿', 'value' => 'front_submit'],
                                 ['label' => '打赏用户', 'value' => 'tip_user'],
-                                ['label' => '申请售后', 'value' => 'after_sale_apply'],
-                                ['label' => '撤销售后', 'value' => 'after_sale_cancel'],
+                                ['label' => '提交工单', 'value' => 'ticket_create'],
+                                ['label' => '回复工单', 'value' => 'ticket_reply'],
                             ]],
                         ]],
                         ['key' => 'providers', 'title' => '服务商配置', 'dependsOn' => ['key' => 'enabled', 'value' => true], 'fields' => $provider_fields],

src/Admin/Schema/SchemaUsers.php

@@ -612,6 +612,7 @@ class SchemaUsers {
                     ],
                 ],
             ],
+            'ticket' => Users\SchemaUsersTicket::build(),
         ];
     }
 }

src/Admin/Schema/Users/SchemaUsersTicket.php

@@ -0,0 +1,40 @@
+<?php
+/**
+ * 工单配置分区（域 users，分区 ticket）。
+ *
+ * 字段键、顺序、类型、默认值与文案需与
+ * assets/admin/src/schema/sections/users/ticket.js 保持 1:1
+ * （tests/widget-system/ticket-schema-contract.test.cjs 守护）。
+ *
+ * @package AKSRT
+ */
+
+namespace AKSRT\Admin\Schema\Users;
+
+defined('ABSPATH') || exit;
+
+class SchemaUsersTicket {
+
+    public static function build(): array {
+        return [
+            'key'        => 'ticket',
+            'title'      => '工单中心',
+            'version'    => '1.0.0',
+            'option_key' => 'aksrt_settings',
+            'groups'     => [
+                ['key' => 'main', 'title' => '工单功能', 'icon' => 'fa fas fa-headset', 'fields' => [
+                    ['key' => 'ticket_s', 'label' => '工单功能', 'type' => 'switch', 'default' => true, 'help' => '开启后用户可在用户中心提交工单；关闭后工单中心不再开放，后台工单列表仍可查看历史工单'],
+                    ['key' => 'ticket_num_prefix', 'label' => '工单号前缀', 'type' => 'input', 'default' => 'T', 'help' => '工单号形如「前缀+年月日+6位随机数」，仅支持字母与数字'],
+                    ['key' => 'ticket_notice_open', 'label' => '提交后显示平台公告', 'type' => 'switch', 'default' => true, 'help' => '开启后用户提交工单成功时展示下方公告内容'],
+                    ['key' => 'ticket_notice_text', 'label' => '公告内容', 'type' => 'textarea', 'sanitize_type' => 'html', 'rows' => 3, 'default' => '<div>提交工单后请耐心等待处理</div>', 'help' => '用户提交工单后展示的内容(支持HTML代码，请注意代码规范)'],
+                ]],
+                ['key' => 'form', 'title' => '提交设置', 'icon' => 'fa fas fa-file-alt', 'fields' => [
+                    ['key' => 'ticket_attachment_s', 'label' => '允许上传图片', 'type' => 'switch', 'default' => true, 'help' => '开启后工单内容与回复可上传图片（复用评论图片上传的大小与类型校验）'],
+                    ['key' => 'ticket_attachment_max', 'label' => '单个工单图片上限', 'type' => 'number', 'default' => 5, 'min' => 1, 'max' => 9, 'help' => '工单内容与每条回复各自可上传的图片数量上限'],
+                    ['key' => 'ticket_order_link_s', 'label' => '允许关联订单', 'type' => 'switch', 'default' => true, 'help' => '开启后新建工单时可选择关联本人一个已支付订单；关闭后工单与订单完全解耦'],
+                    ['key' => 'ticket_urge_interval', 'label' => '催单冷却(分钟)', 'type' => 'number', 'default' => 15, 'min' => 1, 'max' => 1440, 'help' => '同一工单两次催单之间的最小间隔'],
+                ]],
+            ],
+        ];
+    }
+}