/**
 * AKSRT Ticket Center — 用户中心「工单中心」面板。
 *
 *   - 列表 / 统计 / 详情全部走 REST，模板只输出容器与首屏骨架（profile-tickets.php）
 *   - 统计卡兼作状态快捷筛选，与状态下拉双向同步；搜索输入防抖，旧请求结果按序号丢弃
 *   - 弹窗经 AksrtModalRuntime.open 打开（运行时自带标题栏 / 焦点陷阱 / 移动端底部抽屉），
 *     先出运行时骨架，数据到达后填充，避免点击后无反馈
 *   - 详情为对话时间线：问题描述作为首条消息，用户靠右、客服靠左；回复后原地刷新而不是关窗
 *   - 详情三段式：顶部可折叠概要（默认收起）+ 唯一滚动区时间线 + 底部回复框；
 *     回复框工具栏（图片 / 催单 / 关闭）在输入框上方，待发送图片以缩略图条展示
 *   - 提交工单与回复前先过人机验证（ticket_create / ticket_reply，场景未启用自动放行）
 *   - 图片走 /aksrt/v1/ticket/upload-attachment，上传中显示占位格，未传完禁止提交
 *
 * @package AKSRT
 */

(function () {
  'use strict';

  var core = window.AksrtTicketCore;
  if (!core) return;
  var settings = core.settings;
  var attachmentEnabled = core.attachmentEnabled;
  var attachmentMax = core.attachmentMax;
  var lengthMax = core.lengthMax;
  var escapeHtml = core.escapeHtml;
  var notyf = core.notyf;
  var request = core.request;
  var expectSuccess = core.expectSuccess;
  var runCaptcha = core.runCaptcha;
  var failMessage = core.failMessage;
  var timeTag = core.timeTag;
  var icon = core.icon;
  var statusBadge = core.statusBadge;
  var emptyHtml = core.emptyHtml;
  var setBusy = core.setBusy;
  var markInvalid = core.markInvalid;
  var openModal = core.openModal;
  var alive = core.alive;
  var setModalContent = core.setModalContent;
  var modalError = core.modalError;
  var collectAttachments = core.collectAttachments;
  var isUploading = core.isUploading;
  var bindShell = core.bindShell;
  var attachButtonHtml = core.attachButtonHtml;
  var attachTrayHtml = core.attachTrayHtml;

  var SEARCH_DEBOUNCE = 400;
  var CLOSE_CONFIRM_MS = 4000;
  var COMPOSER_MAX_HEIGHT = 160;

  var state = {
    page: 1,
    perPage: 10,
    totalPages: 1,
    status: '',
    type: '',
    keywords: '',
    meta: null,
    listSeq: 0,
  };

  /* ------------------------------------------------------------------ *
   * 列表 / 统计 / 筛选
   * ------------------------------------------------------------------ */

  function panel() {
    return document.querySelector('[data-aksrt-ticket-center]');
  }

  function listNode() {
    var root = panel();
    return root ? root.querySelector('[data-aksrt-ticket-list]') : null;
  }

  function hasFilters() {
    return !!(state.status || state.type || state.keywords);
  }

  function skeletonHtml() {
    var card = '<div class="aksrt-tickets-page__card is-placeholder">'
      + '<div class="placeholder s1"></div><div class="placeholder k1"></div>'
      + '<div class="placeholder k3" style="width: 42%;"></div></div>';
    return '<div class="post_ajax_loader is-loading" aria-hidden="true">' + card + card + card + '</div>';
  }

  function loadList() {
    var list = listNode();
    if (!list) return;
    var seq = ++state.listSeq;

    // 已有卡片时只做淡化，避免整块替换造成跳动；空态 / 错误态则换回骨架。
    if (!list.querySelector('[data-aksrt-ticket-id]')) list.innerHTML = skeletonHtml();
    list.classList.add('is-busy');
    list.setAttribute('aria-busy', 'true');

    var params = ['page=' + state.page, 'per_page=' + state.perPage];
    if (state.status) params.push('status=' + encodeURIComponent(state.status));
    if (state.type) params.push('ticket_type_id=' + encodeURIComponent(state.type));
    if (state.keywords) params.push('keywords=' + encodeURIComponent(state.keywords));

    request('/tickets?' + params.join('&')).then(expectSuccess).then(function (result) {
      if (seq !== state.listSeq) return;
      var data = result.data || {};
      state.totalPages = Math.max(1, parseInt(data.total_pages, 10) || 1);
      if (state.page > state.totalPages) {
        state.page = state.totalPages;
        loadList();
        return;
      }
      renderList(Array.isArray(data.items) ? data.items : []);
      renderPagination();
    }).catch(function (error) {
      if (seq !== state.listSeq) return;
      list.innerHTML = emptyHtml('fa-exclamation-circle', '工单列表加载失败', failMessage(error, '网络异常，请稍后重试。'),
        '<button type="button" class="btn-outline" data-aksrt-ticket-retry>重新加载</button>');
      renderPagination(true);
    }).then(function () {
      if (seq !== state.listSeq) return;
      list.classList.remove('is-busy');
      list.setAttribute('aria-busy', 'false');
    });
  }

  function renderList(items) {
    var list = listNode();
    if (!list) return;
    if (!items.length) {
      list.innerHTML = hasFilters()
        ? emptyHtml('fa-search', '没有符合条件的工单', '换个关键词，或清除筛选后再试。',
          '<button type="button" class="btn-outline" data-aksrt-ticket-reset>清除筛选</button>')
        : emptyHtml('fa-headset', '还没有工单', '遇到问题时提交工单，我们会尽快处理。',
          '<button type="button" class="btn-primary" data-aksrt-ticket-create>' + icon('fa-plus') + '提交第一个工单</button>');
      return;
    }
    list.innerHTML = items.map(cardHtml).join('');
  }

  function cardHtml(ticket) {
    var id = escapeHtml(ticket.id);
    var meta = [];
    if (ticket.ticket_type_name) meta.push('<span>' + icon('fa-layer-group') + escapeHtml(ticket.ticket_type_name) + '</span>');
    if (ticket.order_number) meta.push('<span>' + icon('fa-receipt') + '订单 ' + escapeHtml(ticket.order_number) + '</span>');
    meta.push('<span>' + icon('fa-clock') + '更新于 ' + timeTag(ticket.updated_at || ticket.created_at) + '</span>');

    // 标题按钮的 ::after 铺满整卡，整张卡可点且只有一个可聚焦目标。
    return '<article class="aksrt-tickets-page__card' + (ticket.is_closed ? ' is-closed' : '') + '"'
      + ' data-aksrt-ticket-id="' + id + '" style="--aksrt-ticket-color:' + escapeHtml(ticket.status_color || '#6b7280') + '">'
      + '<div class="aksrt-tickets-page__card-head">' + statusBadge(ticket)
      + '<span class="aksrt-tickets-page__card-num">#' + escapeHtml(ticket.ticket_num) + '</span></div>'
      + '<h3 class="aksrt-tickets-page__card-title"><button type="button" data-aksrt-ticket-view="' + id + '">'
      + escapeHtml(ticket.title) + '</button></h3>'
      + '<div class="aksrt-tickets-page__card-meta">' + meta.join('') + '</div>'
      + '<span class="aksrt-tickets-page__card-arrow" aria-hidden="true">' + icon('fa-chevron-right') + '</span>'
      + '</article>';
  }

  /** 1 … 4 5 6 … 20 窗口分页。 */
  function pageList(current, total) {
    var out = [1];
    var from = Math.max(2, current - 1);
    var to = Math.min(total - 1, current + 1);
    if (from > 2) out.push('gap');
    for (var i = from; i <= to; i++) out.push(i);
    if (to < total - 1) out.push('gap');
    if (total > 1) out.push(total);
    return out;
  }

  function stepButton(page, label, iconName, disabled) {
    return '<button type="button" class="aksrt-tickets-page__page-chip is-step" data-aksrt-ticket-page="' + page + '"'
      + ' aria-label="' + label + '"' + (disabled ? ' disabled' : '') + '>' + icon(iconName) + '</button>';
  }

  function renderPagination(hide) {
    var root = panel();
    var nav = root && root.querySelector('[data-aksrt-ticket-pagination]');
    if (!nav) return;
    if (hide || state.totalPages <= 1) {
      nav.hidden = true;
      nav.innerHTML = '';
      return;
    }
    var html = stepButton(state.page - 1, '上一页', 'fa-chevron-left', state.page <= 1);
    pageList(state.page, state.totalPages).forEach(function (page) {
      if (page === 'gap') {
        html += '<span class="aksrt-tickets-page__page-gap" aria-hidden="true">…</span>';
        return;
      }
      var active = page === state.page;
      html += '<button type="button" class="aksrt-tickets-page__page-chip' + (active ? ' is-active' : '') + '"'
        + ' data-aksrt-ticket-page="' + page + '"' + (active ? ' aria-current="page"' : '') + '>' + page + '</button>';
    });
    html += stepButton(state.page + 1, '下一页', 'fa-chevron-right', state.page >= state.totalPages);
    nav.innerHTML = html;
    nav.hidden = false;
  }

  function loadStatistic() {
    request('/tickets/statistic').then(expectSuccess).then(function (result) {
      var root = panel();
      var data = result.data || {};
      if (!root) return;
      var total = 0;
      Object.keys(data).forEach(function (key) {
        var count = parseInt(data[key], 10) || 0;
        total += count;
        var node = root.querySelector('[data-aksrt-ticket-stat="' + key + '"] strong');
        if (node) node.textContent = String(count);
      });
      var all = root.querySelector('[data-aksrt-ticket-stat=""] strong');
      if (all) all.textContent = String(total);
    }).catch(function () { /* 统计失败不阻塞列表 */ });
  }

  function syncFilters() {
    var root = panel();
    if (!root) return;
    root.querySelectorAll('[data-aksrt-ticket-stat]').forEach(function (button) {
      var active = button.getAttribute('data-aksrt-ticket-stat') === state.status;
      button.classList.toggle('is-active', active);
      button.setAttribute('aria-pressed', active ? 'true' : 'false');
    });
    var select = root.querySelector('[data-aksrt-ticket-filter="status"]');
    if (select) select.value = state.status;
    var reset = root.querySelector('[data-aksrt-tickets-search] [data-aksrt-ticket-reset]');
    if (reset) reset.hidden = !hasFilters();
  }

  function applyFilters(patch) {
    Object.assign(state, patch, { page: 1 });
    syncFilters();
    loadList();
  }

  function resetFilters() {
    var root = panel();
    if (root) {
      var input = root.querySelector('[data-aksrt-tickets-search] input');
      if (input) input.value = '';
      var type = root.querySelector('[data-aksrt-ticket-filter="ticket_type_id"]');
      if (type) type.value = '';
    }
    applyFilters({ status: '', type: '', keywords: '' });
  }

  function refreshPanel() {
    loadList();
    loadStatistic();
  }

  function scrollPanelIntoView() {
    var root = panel();
    if (root && root.getBoundingClientRect().top < 0) root.scrollIntoView({ behavior: 'smooth', block: 'start' });
  }


  /* ------------------------------------------------------------------ *
   * 详情弹窗（对话时间线 + 回复框）
   * ------------------------------------------------------------------ */

  function openDetail(ticketId) {
    var shell = openModal({ title: '工单详情', className: 'aksrt-ticket-modal aksrt-ticket-detail-modal', kind: 'ticket-detail' });
    if (shell) fetchDetail(shell, ticketId, { initial: true });
  }

  function fetchDetail(shell, ticketId, opts) {
    return request('/tickets/' + ticketId).then(expectSuccess).then(function (result) {
      if (!alive(shell)) return;
      if (!result.data) return modalError(shell, '工单不存在');
      renderDetail(shell, result.data, opts || {});
    }).catch(function (error) {
      if (alive(shell)) modalError(shell, failMessage(error, '工单详情加载失败，请重试'));
    });
  }

  function renderDetail(shell, ticket, opts) {
    var ctx = shell.__aksrtTicket || (shell.__aksrtTicket = bindShell(shell, onDetailClick));
    ctx.ticket = ticket;
    ctx.quoteId = 0;
    ctx.urgeUntil = Date.now() + Math.max(0, parseInt(ticket.urge_wait, 10) || 0) * 1000;
    window.clearTimeout(ctx.closeTimer);
    var title = shell.querySelector('.aksrt-modal-runtime__title');
    if (title) title.textContent = '工单 #' + ticket.ticket_num;
    setModalContent(shell, buildDetailHtml(ticket, !!ctx.summaryOpen));

    // 有沟通记录或刚发完回复时定位到最新一条（聊天类产品惯例）。
    var thread = shell.querySelector('[data-aksrt-ticket-thread]');
    if (thread && (opts.scrollEnd || (ticket.replies || []).length)) stickToEnd(thread);

    var textarea = shell.querySelector('[data-aksrt-ticket-reply-form] textarea');
    if (opts.scrollEnd && textarea) textarea.focus();
    if (textarea) {
      textarea.addEventListener('keydown', function (event) {
        if (event.key === 'Enter' && (event.ctrlKey || event.metaKey)) {
          event.preventDefault();
          submitReply(shell, ctx);
        }
      });
      // 输入框随内容长高，到上限后内部滚动，避免挤压时间线。
      textarea.addEventListener('input', function () {
        textarea.style.height = 'auto';
        textarea.style.height = Math.min(textarea.scrollHeight, COMPOSER_MAX_HEIGHT) + 'px';
      });
    }
    startUrgeTicker(shell, ctx);
    var form = shell.querySelector('[data-aksrt-ticket-reply-form]');
    if (form) {
      form.addEventListener('submit', function (event) {
        event.preventDefault();
        submitReply(shell, ctx);
      });
    }
  }

  function fact(label, value) {
    return '<div><dt>' + label + '</dt><dd>' + value + '</dd></div>';
  }

  // 概要条：状态 + 单行标题 + 展开按钮；展开后显示完整标题与要素，状态跨重绘保留。
  function summaryHtml(ticket, open) {
    var panelId = 'aksrt-ticket-summary-' + escapeHtml(ticket.id);
    var facts = fact('工单编号', '#' + escapeHtml(ticket.ticket_num))
      + fact('提交时间', timeTag(ticket.created_at))
      + (ticket.ticket_type_name ? fact('工单部门', escapeHtml(ticket.ticket_type_name)) : '')
      + (ticket.order_number ? fact('关联订单', escapeHtml(ticket.order_number)) : '')
      + fact('处理客服', ticket.admin_name ? escapeHtml(ticket.admin_name) : '待分配');

    return '<section class="aksrt-ticket-detail__summary' + (open ? ' is-open' : '') + '"'
      + ' style="--aksrt-ticket-color:' + escapeHtml(ticket.status_color || '#6b7280') + '">'
      + '<button type="button" class="aksrt-ticket-detail__toggle" data-aksrt-ticket-summary-toggle'
      + ' aria-expanded="' + (open ? 'true' : 'false') + '" aria-controls="' + panelId + '">'
      + statusBadge(ticket)
      + '<span class="aksrt-ticket-detail__title">' + escapeHtml(ticket.title) + '</span>'
      + '<span class="aksrt-ticket-detail__toggle-text">' + (open ? '收起' : '详情') + icon('fa-chevron-down') + '</span>'
      + '</button>'
      + '<div class="aksrt-ticket-detail__more" id="' + panelId + '"' + (open ? '' : ' hidden') + '>'
      + '<h4 class="aksrt-ticket-detail__full-title">' + escapeHtml(ticket.title) + '</h4>'
      + '<dl class="aksrt-ticket-detail__facts">' + facts + '</dl></div></section>';
  }

  function toggleSummary(shell, ctx) {
    var section = shell.querySelector('.aksrt-ticket-detail__summary');
    var button = section && section.querySelector('[data-aksrt-ticket-summary-toggle]');
    var more = section && section.querySelector('.aksrt-ticket-detail__more');
    if (!button || !more) return;
    ctx.summaryOpen = !ctx.summaryOpen;
    section.classList.toggle('is-open', ctx.summaryOpen);
    button.setAttribute('aria-expanded', ctx.summaryOpen ? 'true' : 'false');
    more.hidden = !ctx.summaryOpen;
    var text = button.querySelector('.aksrt-ticket-detail__toggle-text');
    if (text) text.innerHTML = (ctx.summaryOpen ? '收起' : '详情') + icon('fa-chevron-down');
  }

  function stickToEnd(thread) {
    thread.scrollTop = thread.scrollHeight;
    // 图片加载后高度会变，再贴一次底。
    thread.querySelectorAll('img').forEach(function (img) {
      if (!img.complete) img.addEventListener('load', function () { thread.scrollTop = thread.scrollHeight; }, { once: true });
    });
  }

  function buildDetailHtml(ticket, summaryOpen) {
    var html = '<div class="aksrt-ticket-detail" data-aksrt-ticket-detail-id="' + escapeHtml(ticket.id) + '">'
      + summaryHtml(ticket, summaryOpen);

    html += '<ol class="aksrt-ticket-thread" data-aksrt-ticket-thread tabindex="0" aria-label="沟通记录">';
    html += messageHtml({
      id: 0,
      author_type: 'user',
      author_name: ticket.user_name,
      content: ticket.content,
      attachment: ticket.attachment,
      created_at: ticket.created_at,
      isOrigin: true,
    }, false);
    (ticket.replies || []).forEach(function (reply) {
      html += messageHtml(reply, !ticket.is_closed);
    });
    html += '</ol>';

    html += ticket.is_closed
      ? '<p class="aksrt-ticket-detail__closed">' + icon('fa-lock') + '工单已关闭，如需继续沟通请提交新工单。</p>'
      : composerHtml(ticket);
    return html + '</div>';
  }

  function attachmentPreview(images) {
    if (!images || !images.length) return '';
    return '<div class="aksrt-ticket-attachments">' + images.map(function (url) {
      return '<a class="aksrt-ticket-attachment" href="' + escapeHtml(url) + '" target="_blank" rel="noopener">'
        + '<img src="' + escapeHtml(url) + '" alt="附件图片"></a>';
    }).join('') + '</div>';
  }

  function quoteBlock(quote) {
    if (!quote) return '';
    var text = quote.is_deleted ? '原回复已删除' : (quote.content || '');
    return '<blockquote class="aksrt-ticket-quote' + (quote.is_deleted ? ' is-deleted' : '') + '">'
      + (quote.author_name ? '<strong>' + escapeHtml(quote.author_name) + '</strong>' : '')
      + '<span>' + escapeHtml(text) + '</span></blockquote>';
  }

  function excerpt(text) {
    var flat = String(text || '').replace(/\s+/g, ' ').trim();
    return flat.length > 60 ? flat.slice(0, 60) + '…' : flat;
  }

  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');
    var tags = (admin ? '<span class="aksrt-ticket-msg__tag">客服</span>' : '')
      + (msg.isOrigin ? '<span class="aksrt-ticket-msg__tag">问题描述</span>' : '');

    return '<li class="aksrt-ticket-msg is-' + (admin ? 'admin' : 'user') + (msg.isOrigin ? ' is-origin' : '') + '">'
      + '<span class="aksrt-ticket-msg__avatar" aria-hidden="true">' + avatar + '</span>'
      + '<div class="aksrt-ticket-msg__main">'
      + '<div class="aksrt-ticket-msg__head"><strong>' + escapeHtml(name) + '</strong>' + tags + timeTag(msg.created_at) + '</div>'
      + '<div class="aksrt-ticket-msg__bubble">' + quoteBlock(msg.quote)
      + '<div class="aksrt-ticket-msg__body">' + escapeHtml(msg.content) + '</div>'
      + attachmentPreview(msg.attachment) + '</div>'
      + (canQuote && msg.id
        ? '<button type="button" class="aksrt-ticket-msg__quote" data-aksrt-ticket-quote="' + escapeHtml(msg.id) + '"'
          + ' data-name="' + escapeHtml(name) + '" data-excerpt="' + escapeHtml(excerpt(msg.content)) + '">'
          + icon('fa-reply') + '引用</button>'
        : '')
      + '</div></li>';
  }

  function composerHtml(ticket) {
    var fieldId = 'aksrt-ticket-reply-' + escapeHtml(ticket.id);
    // 自上而下：工具栏（图片 | 催单 · 关闭）→ 引用条 → 待发送缩略图 → 输入框 → 发送行。
    return '<form class="aksrt-ticket-composer" data-aksrt-ticket-reply-form novalidate>'
      + '<div class="aksrt-ticket-composer__toolbar" role="toolbar" aria-label="回复工具">'
      + '<div class="aksrt-ticket-composer__tools">' + attachButtonHtml() + '</div>'
      + '<div class="aksrt-ticket-composer__actions">'
      + '<button type="button" class="aksrt-ticket-tool is-chip" data-aksrt-ticket-urge title="提醒客服尽快处理">'
      + icon('fa-bell') + '<span>催单</span></button>'
      + '<button type="button" class="aksrt-ticket-tool is-chip is-danger" data-aksrt-ticket-close title="问题已解决时可关闭工单">'
      + icon('fa-check-circle') + '<span>关闭工单</span></button>'
      + '</div></div>'
      + '<div class="aksrt-ticket-composer__quote" data-aksrt-ticket-quote-preview hidden></div>'
      + attachTrayHtml()
      + '<div class="aksrt-ticket-composer__input">'
      + '<label class="screen-reader-text" for="' + fieldId + '">回复内容</label>'
      + '<textarea id="' + fieldId + '" name="reply" rows="2" maxlength="' + lengthMax('reply') + '"'
      + ' placeholder="补充说明或回复客服…"></textarea></div>'
      + '<div class="aksrt-ticket-composer__bar">'
      + '<span class="aksrt-ticket-composer__hint">Ctrl + Enter 发送</span>'
      + '<span class="aksrt-ticket-counter" data-aksrt-ticket-counter="reply">0 / ' + lengthMax('reply') + '</span>'
      + '<button type="submit" class="btn-primary" data-aksrt-ticket-submit>' + icon('fa-paper-plane') + '发送</button>'
      + '</div></form>';
  }

  function setQuote(shell, ctx, button) {
    var preview = shell.querySelector('[data-aksrt-ticket-quote-preview]');
    if (!preview) return;
    ctx.quoteId = button ? parseInt(button.getAttribute('data-aksrt-ticket-quote'), 10) || 0 : 0;
    if (!ctx.quoteId) {
      preview.hidden = true;
      preview.innerHTML = '';
      return;
    }
    preview.innerHTML = icon('fa-reply')
      + '<span>回复 <strong>' + escapeHtml(button.getAttribute('data-name')) + '</strong>：'
      + escapeHtml(button.getAttribute('data-excerpt')) + '</span>'
      + '<button type="button" data-aksrt-ticket-quote-cancel aria-label="取消引用">' + icon('fa-times') + '</button>';
    preview.hidden = false;
    var textarea = shell.querySelector('[data-aksrt-ticket-reply-form] textarea');
    if (textarea) textarea.focus();
  }

  function onDetailClick(event, ctx) {
    var shell = event.currentTarget;
    if (event.target.closest('[data-aksrt-ticket-summary-toggle]')) return toggleSummary(shell, ctx);
    var quote = event.target.closest('[data-aksrt-ticket-quote]');
    if (quote) return setQuote(shell, ctx, quote);
    if (event.target.closest('[data-aksrt-ticket-quote-cancel]')) return setQuote(shell, ctx, null);
    var urge = event.target.closest('[data-aksrt-ticket-urge]');
    if (urge) return handleUrge(urge, shell, ctx);
    var close = event.target.closest('[data-aksrt-ticket-close]');
    if (close) handleClose(close, shell, ctx);
  }

  function submitReply(shell, ctx) {
    var form = shell.querySelector('[data-aksrt-ticket-reply-form]');
    var button = form && form.querySelector('[data-aksrt-ticket-submit]');
    if (!form || !button || button.disabled) return;
    var textarea = form.querySelector('textarea');
    var content = (textarea.value || '').trim();
    if (!content) return markInvalid(textarea, '请填写回复内容');
    if (isUploading(form)) return notyf('图片仍在上传，请稍候', 'danger');

    setBusy(button, true, '发送中…');
    runCaptcha('ticket_reply').then(function () {
      return sendReply(ctx.ticket, content, ctx.quoteId, collectAttachments(form));
    }).then(function () {
      notyf('回复已发送', 'success');
      refreshPanel();
      return fetchDetail(shell, ctx.ticket.id, { scrollEnd: true });
    }).catch(function (error) {
      if (error && error.cancelled) return;
      notyf(failMessage(error, '回复提交失败'), 'danger');
    }).then(function () { setBusy(button, false); });
  }

  function sendReply(ticket, content, quoteReplyId, attachment) {
    return request('/tickets/' + ticket.id + '/reply', {
      method: 'POST',
      body: { content: content, quote_reply_id: quoteReplyId || 0, attachment: attachment },
    }).then(expectSuccess);
  }

  /* 催单冷却：服务端下发剩余秒数（详情 urge_wait / 催单成功 / 429 错误数据），按钮倒计时。 */

  function urgeLeft(ctx) {
    return Math.max(0, Math.ceil(((ctx.urgeUntil || 0) - Date.now()) / 1000));
  }

  function formatWait(seconds) {
    var s = seconds % 60;
    return Math.floor(seconds / 60) + ':' + (s < 10 ? '0' : '') + s;
  }

  /** 刷新催单按钮；返回 true 表示仍在冷却、需要继续计时。 */
  function syncUrge(shell, ctx) {
    var button = shell.querySelector('[data-aksrt-ticket-urge]');
    if (!button || button.classList.contains('is-busy')) return !!button;
    var left = urgeLeft(ctx);
    var label = button.querySelector('span');
    button.disabled = left > 0;
    button.classList.toggle('is-cooling', left > 0);
    if (label) label.textContent = left > 0 ? '已催单 ' + formatWait(left) : '催单';
    button.title = left > 0 ? formatWait(left) + ' 后可再次催单' : '提醒客服尽快处理';
    return left > 0;
  }

  function startUrgeTicker(shell, ctx) {
    window.clearInterval(ctx.urgeTimer);
    if (!syncUrge(shell, ctx)) return;
    ctx.urgeTimer = window.setInterval(function () {
      if (!alive(shell) || !syncUrge(shell, ctx)) window.clearInterval(ctx.urgeTimer);
    }, 1000);
  }

  function handleUrge(button, shell, ctx) {
    if (button.disabled) return;
    button.disabled = true;
    button.classList.add('is-busy');
    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;
      notyf(failMessage(error, '催单失败'), 'danger');
    }).then(function () {
      button.classList.remove('is-busy');
      button.disabled = false;
      startUrgeTicker(shell, ctx);
    });
  }

  function sendUrge(ticket) {
    return request('/tickets/' + ticket.id + '/urge', { method: 'POST' }).then(expectSuccess);
  }

  // 两步确认：首次点击变为「再次点击确认」，超时自动复原，替代阻塞式 window.confirm。
  function handleClose(button, shell, ctx) {
    if (button.disabled) return;
    var label = button.querySelector('span');
    if (!button.classList.contains('is-confirming')) {
      button.classList.add('is-confirming');
      if (label) label.textContent = '再次点击确认关闭';
      ctx.closeTimer = window.setTimeout(function () {
        button.classList.remove('is-confirming');
        if (label) label.textContent = '关闭工单';
      }, CLOSE_CONFIRM_MS);
      return;
    }
    window.clearTimeout(ctx.closeTimer);
    button.classList.remove('is-confirming');
    setBusy(button, true, '关闭中…');
    sendClose(ctx.ticket).then(function () {
      notyf('工单已关闭', 'success');
      refreshPanel();
      return fetchDetail(shell, ctx.ticket.id);
    }).catch(function (error) {
      setBusy(button, false);
      notyf(failMessage(error, '关闭失败'), 'danger');
    });
  }

  function sendClose(ticket) {
    return request('/tickets/' + ticket.id + '/close', { method: 'POST' }).then(expectSuccess);
  }

  /* ------------------------------------------------------------------ *
   * 新建工单弹窗
   * ------------------------------------------------------------------ */

  function loadMeta() {
    if (state.meta) return Promise.resolve(state.meta);
    return request('/tickets/meta').then(expectSuccess).then(function (result) {
      state.meta = result.data || {};
      return state.meta;
    });
  }

  function openCreate() {
    var shell = openModal({ title: '提交工单', className: 'aksrt-ticket-modal aksrt-ticket-create-modal', kind: 'ticket-create' });
    if (!shell) return;
    loadMeta().then(function (meta) {
      if (!alive(shell)) return;
      if (!(meta.types || []).length) {
        return modalError(shell, '暂无可提交的工单部门，请稍后再试。');
      }
      setModalContent(shell, buildCreateHtml(meta));
      bindCreate(shell);
      var title = shell.querySelector('[name="title"]');
      if (title) title.focus();
    }).catch(function (error) {
      if (alive(shell)) modalError(shell, failMessage(error, '表单加载失败，请重试'));
    });
  }

  function field(label, control, extra) {
    return '<div class="aksrt-ticket-field">' + label + control + (extra || '') + '</div>';
  }

  function buildCreateHtml(meta) {
    var types = meta.types || [];
    var orders = meta.orders || [];
    var html = '<form class="aksrt-ticket-form" data-aksrt-ticket-create-form novalidate>';

    html += field(
      '<label for="aksrt-ticket-f-title">工单标题<em aria-hidden="true">*</em></label>',
      '<input id="aksrt-ticket-f-title" type="text" name="title" maxlength="' + lengthMax('title') + '" autocomplete="off" placeholder="一句话概括问题，如：支付成功但会员未开通">',
      '<span class="aksrt-ticket-counter" data-aksrt-ticket-counter="title">0 / ' + lengthMax('title') + '</span>'
    );

    html += '<fieldset class="aksrt-ticket-field aksrt-ticket-types" data-aksrt-ticket-types>'
      + '<legend>工单部门<em aria-hidden="true">*</em></legend><div class="aksrt-ticket-types__list">'
      + types.map(function (type) {
        return '<label class="aksrt-ticket-type"><input type="radio" name="ticket_type_id" value="' + escapeHtml(type.id) + '">'
          + '<span>' + escapeHtml(type.name) + '</span></label>';
      }).join('')
      + '</div></fieldset>';

    if (orders.length) {
      html += field(
        '<label for="aksrt-ticket-f-order">关联订单<span class="aksrt-ticket-field__optional">可选</span></label>',
        '<select id="aksrt-ticket-f-order" name="order_number"><option value="">不关联订单</option>'
          + orders.map(function (order) {
            return '<option value="' + escapeHtml(order.order_number) + '">'
              + escapeHtml(order.order_number + (order.product_name ? ' · ' + order.product_name : '')) + '</option>';
          }).join('') + '</select>'
      );
    }

    html += field(
      '<label for="aksrt-ticket-f-content">问题描述<em aria-hidden="true">*</em></label>',
      '<textarea id="aksrt-ticket-f-content" name="content" rows="5" maxlength="' + lengthMax('content') + '" placeholder="请描述问题现象、发生时间、操作步骤等，信息越完整处理越快"></textarea>',
      '<span class="aksrt-ticket-counter" data-aksrt-ticket-counter="content">0 / ' + lengthMax('content') + '</span>'
    );

    if (attachmentEnabled()) {
      html += '<div class="aksrt-ticket-field"><span class="aksrt-ticket-field__label">图片附件<span class="aksrt-ticket-field__optional">可选</span></span>'
        + attachTrayHtml()
        + '<div class="aksrt-ticket-field__row">' + attachButtonHtml()
        + '<p class="aksrt-ticket-field__hint">支持 JPG / PNG / GIF / WebP，可直接粘贴截图，最多 ' + attachmentMax() + ' 张</p></div></div>';
    }

    html += '<div class="aksrt-ticket-form__actions">'
      + '<button type="button" class="btn-outline" data-aksrt-modal-close>取消</button>'
      + '<button type="submit" class="btn-primary" data-aksrt-ticket-submit>提交工单</button></div>';
    return html + '</form>';
  }

  function bindCreate(shell) {
    var form = shell.querySelector('[data-aksrt-ticket-create-form]');
    if (!form) return;
    bindShell(shell, function (event) {
      var view = event.target.closest('[data-aksrt-ticket-view]');
      if (view) openDetail(view.getAttribute('data-aksrt-ticket-view'));
    });
    form.addEventListener('submit', function (event) {
      event.preventDefault();
      submitCreate(shell, form);
    });
  }

  function submitCreate(shell, form) {
    var button = form.querySelector('[data-aksrt-ticket-submit]');
    if (!button || button.disabled) return;
    var titleField = form.querySelector('[name="title"]');
    var contentField = form.querySelector('[name="content"]');
    var typeField = form.querySelector('[name="ticket_type_id"]:checked');
    var orderField = form.querySelector('[name="order_number"]');
    var title = (titleField.value || '').trim();
    var content = (contentField.value || '').trim();

    if (!title) return markInvalid(titleField, '请填写工单标题');
    if (!typeField) return markInvalid(form.querySelector('[data-aksrt-ticket-types]'), '请选择工单部门');
    if (!content) return markInvalid(contentField, '请填写问题描述');
    if (isUploading(form)) return notyf('图片仍在上传，请稍候', 'danger');

    setBusy(button, true, '提交中…');
    runCaptcha('ticket_create').then(function () {
      return request('/tickets', {
        method: 'POST',
        body: {
          title: title,
          ticket_type_id: parseInt(typeField.value, 10),
          content: content,
          order_number: orderField ? orderField.value : '',
          attachment: collectAttachments(form),
        },
      }).then(expectSuccess);
    }).then(function (result) {
      state.page = 1;
      refreshPanel();
      if (alive(shell)) renderCreated(shell, result.data && result.data.id);
    }).catch(function (error) {
      setBusy(button, false);
      if (error && error.cancelled) return;
      notyf(failMessage(error, '工单提交失败'), 'danger');
    });
  }

  // 成功页：承接后台「提交后显示平台公告」（notice_text 已经 wp_kses_post 过滤），并给出下一步。
  function renderCreated(shell, id) {
    var notice = (state.meta && state.meta.notice) || settings().notice || {};
    var html = '<div class="aksrt-ticket-done" role="status">'
      + '<span class="aksrt-ticket-done__icon">' + icon('fa-check') + '</span>'
      + '<h4>工单已提交</h4>'
      + '<p>我们会尽快处理，处理进度可随时在工单中心查看。</p>'
      + (notice.open && notice.text ? '<div class="aksrt-ticket-done__notice">' + notice.text + '</div>' : '')
      + '<div class="aksrt-ticket-form__actions">'
      + '<button type="button" class="btn-outline" data-aksrt-modal-close>完成</button>'
      + (id ? '<button type="button" class="btn-primary" data-aksrt-ticket-view="' + escapeHtml(id) + '">查看工单</button>' : '')
      + '</div></div>';
    setModalContent(shell, html);
    if (!id) return;
    var view = shell.querySelector('[data-aksrt-ticket-view]');
    if (view) view.focus();
  }

  /* ------------------------------------------------------------------ *
   * 面板初始化
   * ------------------------------------------------------------------ */

  function initPanel() {
    var root = panel();
    if (!root || root.dataset.aksrtTicketReady === '1') return;
    root.dataset.aksrtTicketReady = '1';

    root.addEventListener('click', function (event) {
      var target = event.target;
      var view = target.closest('[data-aksrt-ticket-view]');
      if (view) return openDetail(view.getAttribute('data-aksrt-ticket-view'));

      var stat = target.closest('[data-aksrt-ticket-stat]');
      if (stat) {
        var key = stat.getAttribute('data-aksrt-ticket-stat') || '';
        return applyFilters({ status: key === state.status ? '' : key });
      }

      var page = target.closest('[data-aksrt-ticket-page]');
      if (page) {
        var next = parseInt(page.getAttribute('data-aksrt-ticket-page'), 10) || 1;
        if (page.disabled || next < 1 || next > state.totalPages || next === state.page) return;
        state.page = next;
        loadList();
        return scrollPanelIntoView();
      }

      if (target.closest('[data-aksrt-ticket-reset]')) return resetFilters();
      if (target.closest('[data-aksrt-ticket-retry]')) return refreshPanel();
      if (target.closest('[data-aksrt-ticket-create]')) openCreate();
    });

    var search = root.querySelector('[data-aksrt-tickets-search]');
    if (search) {
      var input = search.querySelector('input');
      var timer = 0;
      var commit = function () {
        window.clearTimeout(timer);
        var keywords = (input.value || '').trim();
        if (keywords !== state.keywords) applyFilters({ keywords: keywords });
      };
      search.addEventListener('submit', function (event) {
        event.preventDefault();
        commit();
      });
      input.addEventListener('input', function (event) {
        if (event.isComposing) return;
        window.clearTimeout(timer);
        timer = window.setTimeout(commit, SEARCH_DEBOUNCE);
      });
      input.addEventListener('compositionend', function () {
        window.clearTimeout(timer);
        timer = window.setTimeout(commit, SEARCH_DEBOUNCE);
      });
    }

    root.querySelectorAll('[data-aksrt-ticket-filter]').forEach(function (select) {
      select.addEventListener('change', function () {
        var key = select.getAttribute('data-aksrt-ticket-filter');
        applyFilters(key === 'status' ? { status: select.value } : { type: select.value });
      });
    });

    refreshPanel();
  }

  function boot() {
    initPanel();
    // 面板是 AJAX 延迟加载的：user-center.js 每次切 Tab 都会触发 auto_fun。
    if (window.jQuery) {
      window.jQuery(document).off('auto_fun.aksrt-ticket').on('auto_fun.aksrt-ticket', initPanel);
    }
  }

  if (document.readyState === 'loading') {
    document.addEventListener('DOMContentLoaded', boot);
  } else {
    boot();
  }
})();