akoo/akmon
1
0
Fork 0
Code Issues Pull Requests Actions Packages Projects Releases Wiki Activity

Initial commit of akmon project

Browse Source
This commit is contained in:
akoo
2026-01-20 08:04:15 +08:00
commit 77a2bab985
1309 changed files with 343305 additions and 0 deletions
Download Patch File Download Diff File Expand all files Collapse all files

919
pages/mall/service/ticket-detail.uvue Normal file
View File

@@ -0,0 +1,919 @@
<!-- 客服端 - 工单详情页 -->
<template>
<view class="ticket-detail-page">
<!-- 工单状态 -->
<view class="ticket-status">
<view class="status-header">
<text class="ticket-id">工单 #{{ ticket.id }}</text>
<view class="status-badge" :class="getStatusClass()">{{ getStatusText() }}</view>
</view>
<text class="ticket-title">{{ ticket.title }}</text>
<view class="ticket-meta">
<text class="meta-item">{{ getCategoryText() }}</text>
<text class="meta-item">{{ getPriorityText() }}</text>
<text class="meta-item">{{ formatTime(ticket.created_at) }}</text>
</view>
</view>
<!-- 用户信息 -->
<view class="user-info">
<view class="section-title">用户信息</view>
<view class="user-card">
<image :src="user.avatar_url || '/static/default-avatar.png'" class="user-avatar" />
<view class="user-details">
<text class="user-name">{{ user.nickname || user.phone }}</text>
<text class="user-contact">{{ user.phone }}</text>
<text class="user-email">{{ user.email || '未设置邮箱' }}</text>
</view>
<view class="user-actions">
<button class="action-btn call" @click="callUser">📞</button>
<button class="action-btn message" @click="sendMessage">💬</button>
</view>
</view>
</view>
<!-- 工单内容 -->
<view class="ticket-content">
<view class="section-title">问题描述</view>
<text class="content-text">{{ ticket.description }}</text>
<view v-if="ticket.attachments && ticket.attachments.length > 0" class="attachments">
<text class="attachment-title">相关附件</text>
<view class="attachment-list">
<view v-for="(attachment, index) in ticket.attachments" :key="index"
class="attachment-item" @click="previewAttachment(attachment)">
<text class="attachment-icon">{{ getAttachmentIcon(attachment) }}</text>
<text class="attachment-name">{{ getAttachmentName(attachment) }}</text>
</view>
</view>
</view>
</view>
<!-- 处理记录 -->
<view class="ticket-logs">
<view class="section-title">处理记录</view>
<view v-if="ticketLogs.length === 0" class="empty-logs">
<text class="empty-text">暂无处理记录</text>
</view>
<view v-for="log in ticketLogs" :key="log.id" class="log-item">
<view class="log-header">
<text class="log-operator">{{ log.operator_name }}</text>
<text class="log-time">{{ formatTime(log.created_at) }}</text>
</view>
<text class="log-action">{{ getLogActionText(log.action) }}</text>
<text v-if="log.content" class="log-content">{{ log.content }}</text>
</view>
</view>
<!-- 相关订单 -->
<view v-if="relatedOrder" class="related-order">
<view class="section-title">相关订单</view>
<view class="order-card" @click="viewOrderDetail">
<view class="order-header">
<text class="order-no">{{ relatedOrder.order_no }}</text>
<text class="order-status">{{ getOrderStatusText(relatedOrder.status) }}</text>
</view>
<view class="order-info">
<text class="order-amount">¥{{ relatedOrder.actual_amount }}</text>
<text class="order-time">{{ formatTime(relatedOrder.created_at) }}</text>
</view>
</view>
</view>
<!-- 解决方案建议 -->
<view class="solution-suggestions">
<view class="section-title">解决方案建议</view>
<view v-for="suggestion in suggestions" :key="suggestion.id"
class="suggestion-item" @click="applySuggestion(suggestion)">
<text class="suggestion-title">{{ suggestion.title }}</text>
<text class="suggestion-desc">{{ suggestion.description }}</text>
</view>
</view>
<!-- 处理操作 -->
<view class="ticket-actions">
<view class="section-title">处理操作</view>
<view class="quick-replies">
<text class="quick-title">快速回复</text>
<view class="reply-tags">
<text v-for="reply in quickReplies" :key="reply"
class="reply-tag" @click="selectQuickReply(reply)">{{ reply }}</text>
</view>
</view>
<view class="response-form">
<textarea v-model="responseContent"
class="response-input"
placeholder="请输入处理内容或回复信息..."
:maxlength="500"></textarea>
<view class="form-actions">
<button class="attach-btn" @click="addAttachment">📎 添加附件</button>
<button class="template-btn" @click="useTemplate">📝 使用模板</button>
</view>
</view>
</view>
<!-- 底部操作栏 -->
<view class="bottom-actions">
<button v-if="ticket.status === 'open'" class="action-btn primary" @click="processTicket">处理工单</button>
<button v-if="ticket.status === 'processing'" class="action-btn success" @click="resolveTicket">解决工单</button>
<button v-if="ticket.status === 'processing'" class="action-btn warning" @click="escalateTicket">升级工单</button>
<button class="action-btn secondary" @click="addNote">添加备注</button>
<button v-if="ticket.status !== 'closed'" class="action-btn danger" @click="closeTicket">关闭工单</button>
</view>
</view>
</template>
<script>
import { UserType, OrderType } from '@/types/mall-types.uts'
type TicketType = {
id: string
title: string
description: string
category: string
priority: string
status: string
user_id: string
assigned_to: string
attachments: Array<string>
created_at: string
}
type TicketLogType = {
id: string
ticket_id: string
action: string
content: string
operator_name: string
created_at: string
}
type SuggestionType = {
id: string
title: string
description: string
template: string
}
export default {
data() {
return {
ticket: {
id: '',
title: '',
description: '',
category: '',
priority: '',
status: '',
user_id: '',
assigned_to: '',
attachments: [],
created_at: ''
} as TicketType,
user: {
id: '',
phone: '',
email: '',
nickname: '',
avatar_url: '',
gender: 0,
user_type: 0,
status: 0,
created_at: ''
} as UserType,
ticketLogs: [] as Array<TicketLogType>,
relatedOrder: null as OrderType | null,
suggestions: [] as Array<SuggestionType>,
quickReplies: [] as Array<string>,
responseContent: ''
}
},
onLoad(options: any) {
const ticketId = options.ticketId as string
if (ticketId) {
this.loadTicketDetail(ticketId)
}
},
methods: {
loadTicketDetail(ticketId: string) {
// 模拟加载工单详情数据
this.ticket = {
id: ticketId,
title: '订单支付问题',
description: '我在支付订单时遇到了问题，支付页面一直加载不出来，尝试了多次都无法完成支付。订单号是ORD202401150001，希望能尽快解决。',
category: 'payment',
priority: 'high',
status: 'processing',
user_id: 'user_001',
assigned_to: 'service_001',
attachments: ['/static/screenshot1.jpg', '/static/log.txt'],
created_at: '2024-01-15T10:30:00'
}
this.user = {
id: 'user_001',
phone: '13800138000',
email: 'user@example.com',
nickname: '张三',
avatar_url: '/static/avatar1.jpg',
gender: 1,
user_type: 1,
status: 1,
created_at: '2023-06-15T10:30:00'
}
this.ticketLogs = [
{
id: 'log_001',
ticket_id: ticketId,
action: 'created',
content: '工单已创建',
operator_name: '系统',
created_at: '2024-01-15T10:30:00'
},
{
id: 'log_002',
ticket_id: ticketId,
action: 'assigned',
content: '工单已分配给客服小王',
operator_name: '系统',
created_at: '2024-01-15T10:35:00'
},
{
id: 'log_003',
ticket_id: ticketId,
action: 'responded',
content: '已联系用户确认问题详情，正在排查支付系统。',
operator_name: '客服小王',
created_at: '2024-01-15T11:00:00'
}
]
if (this.ticket.category === 'payment') {
this.relatedOrder = {
id: 'order_001',
order_no: 'ORD202401150001',
user_id: 'user_001',
merchant_id: 'merchant_001',
status: 1,
total_amount: 299.98,
discount_amount: 30.00,
delivery_fee: 8.00,
actual_amount: 277.98,
payment_method: 1,
payment_status: 0,
delivery_address: {},
created_at: '2024-01-15T10:25:00'
}
}
this.suggestions = [
{
id: 'sug_001',
title: '检查支付方式',
description: '建议用户更换支付方式或检查账户余额',
template: '您好，建议您尝试更换支付方式，或检查您的账户余额是否充足。如果问题仍然存在，请联系我们的技术支持。'
},
{
id: 'sug_002',
title: '清除缓存',
description: '指导用户清除浏览器缓存后重试',
template: '您好，请尝试清除浏览器缓存后重新进行支付。具体操作：设置 > 清除浏览数据 > 清除缓存和Cookie。'
}
]
this.quickReplies = [
'感谢您的反馈，我们正在处理',
'问题已确认，预计30分钟内解决',
'请提供更多详细信息',
'问题已解决，请您确认',
'如有其他问题，请随时联系我们'
]
},
getStatusClass(): string {
const classes: Record<string, string> = {
open: 'status-open',
processing: 'status-processing',
resolved: 'status-resolved',
closed: 'status-closed'
}
return classes[this.ticket.status] || 'status-open'
},
getStatusText(): string {
const statusTexts: Record<string, string> = {
open: '待处理',
processing: '处理中',
resolved: '已解决',
closed: '已关闭'
}
return statusTexts[this.ticket.status] || '未知'
},
getCategoryText(): string {
const categories: Record<string, string> = {
payment: '支付问题',
order: '订单问题',
delivery: '配送问题',
product: '商品问题',
account: '账户问题',
other: '其他问题'
}
return categories[this.ticket.category] || '其他'
},
getPriorityText(): string {
const priorities: Record<string, string> = {
low: '低优先级',
medium: '中优先级',
high: '高优先级',
urgent: '紧急'
}
return priorities[this.ticket.priority] || '普通'
},
getOrderStatusText(status: number): string {
const statusTexts = ['异常', '待支付', '待发货', '待收货', '已完成', '已取消']
return statusTexts[status] || '未知'
},
getLogActionText(action: string): string {
const actions: Record<string, string> = {
created: '创建工单',
assigned: '分配工单',
responded: '回复用户',
escalated: '升级工单',
resolved: '解决工单',
closed: '关闭工单'
}
return actions[action] || action
},
getAttachmentIcon(attachment: string): string {
const ext = attachment.split('.').pop()?.toLowerCase()
const icons: Record<string, string> = {
jpg: '🖼️',
jpeg: '🖼️',
png: '🖼️',
gif: '🖼️',
pdf: '📄',
doc: '📝',
docx: '📝',
txt: '📄',
zip: '📦'
}
return icons[ext || ''] || '📎'
},
getAttachmentName(attachment: string): string {
return attachment.split('/').pop() || '未知文件'
},
formatTime(timeStr: string): string {
return timeStr.replace('T', ' ').split('.')[0]
},
callUser() {
uni.makePhoneCall({
phoneNumber: this.user.phone
})
},
sendMessage() {
uni.navigateTo({
url: `/pages/mall/service/chat?userId=${this.user.id}&ticketId=${this.ticket.id}`
})
},
previewAttachment(attachment: string) {
uni.previewImage({
urls: [attachment],
current: attachment
})
},
viewOrderDetail() {
if (this.relatedOrder) {
uni.navigateTo({
url: `/pages/mall/service/order-detail?orderId=${this.relatedOrder.id}`
})
}
},
applySuggestion(suggestion: SuggestionType) {
this.responseContent = suggestion.template
},
selectQuickReply(reply: string) {
this.responseContent = reply
},
addAttachment() {
uni.chooseImage({
count: 1,
success: (res) => {
uni.showToast({
title: '附件添加成功',
icon: 'success'
})
}
})
},
useTemplate() {
uni.navigateTo({
url: '/pages/mall/service/response-templates'
})
},
processTicket() {
if (!this.responseContent.trim()) {
uni.showToast({
title: '请输入处理内容',
icon: 'none'
})
return
}
this.ticket.status = 'processing'
this.ticketLogs.push({
id: 'log_' + Date.now(),
ticket_id: this.ticket.id,
action: 'responded',
content: this.responseContent,
operator_name: '当前客服',
created_at: new Date().toISOString()
})
this.responseContent = ''
uni.showToast({
title: '处理成功',
icon: 'success'
})
},
resolveTicket() {
if (!this.responseContent.trim()) {
uni.showToast({
title: '请输入解决方案',
icon: 'none'
})
return
}
this.ticket.status = 'resolved'
this.ticketLogs.push({
id: 'log_' + Date.now(),
ticket_id: this.ticket.id,
action: 'resolved',
content: this.responseContent,
operator_name: '当前客服',
created_at: new Date().toISOString()
})
this.responseContent = ''
uni.showToast({
title: '工单已解决',
icon: 'success'
})
},
escalateTicket() {
uni.showModal({
title: '升级工单',
content: '确定要将此工单升级到上级处理吗？',
success: (res) => {
if (res.confirm) {
this.ticketLogs.push({
id: 'log_' + Date.now(),
ticket_id: this.ticket.id,
action: 'escalated',
content: '工单已升级到上级处理',
operator_name: '当前客服',
created_at: new Date().toISOString()
})
uni.showToast({
title: '工单已升级',
icon: 'success'
})
}
}
})
},
addNote() {
uni.navigateTo({
url: `/pages/mall/service/add-note?ticketId=${this.ticket.id}`
})
},
closeTicket() {
uni.showModal({
title: '关闭工单',
content: '确定要关闭此工单吗？关闭后将无法继续处理。',
success: (res) => {
if (res.confirm) {
this.ticket.status = 'closed'
this.ticketLogs.push({
id: 'log_' + Date.now(),
ticket_id: this.ticket.id,
action: 'closed',
content: '工单已关闭',
operator_name: '当前客服',
created_at: new Date().toISOString()
})
uni.showToast({
title: '工单已关闭',
icon: 'success'
})
}
}
})
}
}
}
</script>
<style>
.ticket-detail-page {
background-color: #f5f5f5;
min-height: 100vh;
padding-bottom: 200rpx;
}
.ticket-status, .user-info, .ticket-content, .ticket-logs, .related-order, .solution-suggestions, .ticket-actions {
background-color: #fff;
margin-bottom: 20rpx;
padding: 30rpx;
}
.status-header {
display: flex;
justify-content: space-between;
align-items: center;
margin-bottom: 15rpx;
}
.ticket-id {
font-size: 28rpx;
color: #666;
}
.status-badge {
padding: 8rpx 16rpx;
border-radius: 12rpx;
font-size: 22rpx;
color: #fff;
}
.status-open {
background-color: #ffa726;
}
.status-processing {
background-color: #2196f3;
}
.status-resolved {
background-color: #4caf50;
}
.status-closed {
background-color: #999;
}
.ticket-title {
font-size: 32rpx;
font-weight: bold;
color: #333;
margin-bottom: 15rpx;
line-height: 1.4;
}
.ticket-meta {
display: flex;
gap: 20rpx;
}
.meta-item {
font-size: 24rpx;
color: #666;
background-color: #f0f0f0;
padding: 6rpx 12rpx;
border-radius: 8rpx;
}
.section-title {
font-size: 30rpx;
font-weight: bold;
color: #333;
margin-bottom: 25rpx;
}
.user-card {
display: flex;
align-items: center;
}
.user-avatar {
width: 100rpx;
height: 100rpx;
border-radius: 50rpx;
margin-right: 25rpx;
}
.user-details {
flex: 1;
}
.user-name {
font-size: 28rpx;
font-weight: bold;
color: #333;
margin-bottom: 8rpx;
}
.user-contact, .user-email {
font-size: 24rpx;
color: #666;
margin-bottom: 5rpx;
}
.user-actions {
display: flex;
gap: 15rpx;
}
.action-btn.call, .action-btn.message {
width: 60rpx;
height: 60rpx;
border-radius: 30rpx;
background-color: #f0f8ff;
border: none;
font-size: 24rpx;
}
.content-text {
font-size: 28rpx;
color: #333;
line-height: 1.6;
margin-bottom: 20rpx;
}
.attachments {
margin-top: 25rpx;
}
.attachment-title {
font-size: 26rpx;
color: #666;
margin-bottom: 15rpx;
}
.attachment-list {
display: flex;
flex-wrap: wrap;
gap: 15rpx;
}
.attachment-item {
display: flex;
align-items: center;
padding: 15rpx;
background-color: #f8f9fa;
border-radius: 8rpx;
min-width: 200rpx;
}
.attachment-icon {
font-size: 24rpx;
margin-right: 10rpx;
}
.attachment-name {
font-size: 24rpx;
color: #333;
}
.empty-logs {
text-align: center;
padding: 60rpx 0;
}
.empty-text {
font-size: 24rpx;
color: #999;
}
.log-item {
padding: 25rpx 0;
border-bottom: 1rpx solid #f5f5f5;
}
.log-item:last-child {
border-bottom: none;
}
.log-header {
display: flex;
justify-content: space-between;
align-items: center;
margin-bottom: 10rpx;
}
.log-operator {
font-size: 26rpx;
color: #333;
font-weight: bold;
}
.log-time {
font-size: 22rpx;
color: #999;
}
.log-action {
font-size: 24rpx;
color: #666;
margin-bottom: 8rpx;
}
.log-content {
font-size: 26rpx;
color: #333;
line-height: 1.4;
background-color: #f8f9fa;
padding: 15rpx;
border-radius: 8rpx;
}
.order-card {
padding: 25rpx;
background-color: #f8f9fa;
border-radius: 10rpx;
}
.order-header {
display: flex;
justify-content: space-between;
align-items: center;
margin-bottom: 10rpx;
}
.order-no {
font-size: 26rpx;
color: #333;
font-weight: bold;
}
.order-status {
font-size: 22rpx;
color: #666;
}
.order-info {
display: flex;
justify-content: space-between;
align-items: center;
}
.order-amount {
font-size: 24rpx;
color: #ff4444;
font-weight: bold;
}
.order-time {
font-size: 22rpx;
color: #999;
}
.suggestion-item {
padding: 25rpx;
background-color: #f8f9fa;
border-radius: 10rpx;
margin-bottom: 15rpx;
}
.suggestion-title {
font-size: 26rpx;
color: #333;
font-weight: bold;
margin-bottom: 8rpx;
}
.suggestion-desc {
font-size: 24rpx;
color: #666;
line-height: 1.4;
}
.quick-replies {
margin-bottom: 25rpx;
}
.quick-title {
font-size: 26rpx;
color: #666;
margin-bottom: 15rpx;
}
.reply-tags {
display: flex;
flex-wrap: wrap;
gap: 15rpx;
}
.reply-tag {
padding: 12rpx 20rpx;
background-color: #e3f2fd;
color: #1976d2;
border-radius: 20rpx;
font-size: 24rpx;
}
.response-form {
margin-top: 25rpx;
}
.response-input {
width: 100%;
min-height: 200rpx;
padding: 20rpx;
border: 1rpx solid #ddd;
border-radius: 10rpx;
font-size: 26rpx;
line-height: 1.4;
background-color: #fafafa;
resize: none;
}
.form-actions {
display: flex;
gap: 20rpx;
margin-top: 20rpx;
}
.attach-btn, .template-btn {
padding: 15rpx 25rpx;
background-color: #f0f0f0;
border-radius: 8rpx;
font-size: 24rpx;
color: #666;
border: none;
}
.bottom-actions {
position: fixed;
bottom: 0;
left: 0;
right: 0;
background-color: #fff;
padding: 25rpx 30rpx;
box-shadow: 0 -2rpx 10rpx rgba(0, 0, 0, 0.1);
display: flex;
gap: 15rpx;
flex-wrap: wrap;
}
.bottom-actions .action-btn {
flex: 1;
min-width: 120rpx;
height: 60rpx;
border-radius: 30rpx;
font-size: 24rpx;
border: none;
}
.action-btn.primary {
background-color: #2196f3;
color: #fff;
}
.action-btn.success {
background-color: #4caf50;
color: #fff;
}
.action-btn.warning {
background-color: #ffa726;
color: #fff;
}
.action-btn.secondary {
background-color: #e0e0e0;
color: #666;
}
.action-btn.danger {
background-color: #ff4444;
color: #fff;
}
</style>