920 lines
21 KiB
Plaintext
920 lines
21 KiB
Plaintext
<!-- 客服端 - 工单详情页 -->
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<template>
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<view class="ticket-detail-page">
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<!-- 工单状态 -->
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<view class="ticket-status">
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<view class="status-header">
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<text class="ticket-id">工单 #{{ ticket.id }}</text>
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<view class="status-badge" :class="getStatusClass()">{{ getStatusText() }}</view>
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</view>
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<text class="ticket-title">{{ ticket.title }}</text>
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<view class="ticket-meta">
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<text class="meta-item">{{ getCategoryText() }}</text>
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<text class="meta-item">{{ getPriorityText() }}</text>
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<text class="meta-item">{{ formatTime(ticket.created_at) }}</text>
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</view>
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</view>
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<!-- 用户信息 -->
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<view class="user-info">
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<view class="section-title">用户信息</view>
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<view class="user-card">
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<image :src="user.avatar_url || '/static/default-avatar.png'" class="user-avatar" />
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<view class="user-details">
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<text class="user-name">{{ user.nickname || user.phone }}</text>
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<text class="user-contact">{{ user.phone }}</text>
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<text class="user-email">{{ user.email || '未设置邮箱' }}</text>
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</view>
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<view class="user-actions">
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<button class="action-btn call" @click="callUser">📞</button>
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<button class="action-btn message" @click="sendMessage">💬</button>
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</view>
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</view>
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</view>
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<!-- 工单内容 -->
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<view class="ticket-content">
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<view class="section-title">问题描述</view>
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<text class="content-text">{{ ticket.description }}</text>
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<view v-if="ticket.attachments && ticket.attachments.length > 0" class="attachments">
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<text class="attachment-title">相关附件</text>
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<view class="attachment-list">
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<view v-for="(attachment, index) in ticket.attachments" :key="index"
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class="attachment-item" @click="previewAttachment(attachment)">
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<text class="attachment-icon">{{ getAttachmentIcon(attachment) }}</text>
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<text class="attachment-name">{{ getAttachmentName(attachment) }}</text>
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</view>
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</view>
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</view>
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</view>
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<!-- 处理记录 -->
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<view class="ticket-logs">
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<view class="section-title">处理记录</view>
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<view v-if="ticketLogs.length === 0" class="empty-logs">
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<text class="empty-text">暂无处理记录</text>
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</view>
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<view v-for="log in ticketLogs" :key="log.id" class="log-item">
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<view class="log-header">
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<text class="log-operator">{{ log.operator_name }}</text>
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<text class="log-time">{{ formatTime(log.created_at) }}</text>
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</view>
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<text class="log-action">{{ getLogActionText(log.action) }}</text>
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<text v-if="log.content" class="log-content">{{ log.content }}</text>
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</view>
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</view>
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<!-- 相关订单 -->
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<view v-if="relatedOrder" class="related-order">
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<view class="section-title">相关订单</view>
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<view class="order-card" @click="viewOrderDetail">
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<view class="order-header">
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<text class="order-no">{{ relatedOrder.order_no }}</text>
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<text class="order-status">{{ getOrderStatusText(relatedOrder.status) }}</text>
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</view>
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<view class="order-info">
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<text class="order-amount">¥{{ relatedOrder.actual_amount }}</text>
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<text class="order-time">{{ formatTime(relatedOrder.created_at) }}</text>
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</view>
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</view>
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</view>
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<!-- 解决方案建议 -->
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<view class="solution-suggestions">
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<view class="section-title">解决方案建议</view>
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<view v-for="suggestion in suggestions" :key="suggestion.id"
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class="suggestion-item" @click="applySuggestion(suggestion)">
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<text class="suggestion-title">{{ suggestion.title }}</text>
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<text class="suggestion-desc">{{ suggestion.description }}</text>
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</view>
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</view>
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<!-- 处理操作 -->
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<view class="ticket-actions">
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<view class="section-title">处理操作</view>
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<view class="quick-replies">
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<text class="quick-title">快速回复</text>
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<view class="reply-tags">
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<text v-for="reply in quickReplies" :key="reply"
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class="reply-tag" @click="selectQuickReply(reply)">{{ reply }}</text>
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</view>
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</view>
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<view class="response-form">
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<textarea v-model="responseContent"
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class="response-input"
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placeholder="请输入处理内容或回复信息..."
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:maxlength="500"></textarea>
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<view class="form-actions">
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<button class="attach-btn" @click="addAttachment">📎 添加附件</button>
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<button class="template-btn" @click="useTemplate">📝 使用模板</button>
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</view>
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</view>
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</view>
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<!-- 底部操作栏 -->
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<view class="bottom-actions">
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<button v-if="ticket.status === 'open'" class="action-btn primary" @click="processTicket">处理工单</button>
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<button v-if="ticket.status === 'processing'" class="action-btn success" @click="resolveTicket">解决工单</button>
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<button v-if="ticket.status === 'processing'" class="action-btn warning" @click="escalateTicket">升级工单</button>
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<button class="action-btn secondary" @click="addNote">添加备注</button>
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<button v-if="ticket.status !== 'closed'" class="action-btn danger" @click="closeTicket">关闭工单</button>
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</view>
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</view>
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</template>
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<script>
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import { UserType, OrderType } from '@/types/mall-types.uts'
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type TicketType = {
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id: string
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title: string
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description: string
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category: string
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priority: string
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status: string
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user_id: string
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assigned_to: string
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attachments: Array<string>
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created_at: string
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}
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type TicketLogType = {
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id: string
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ticket_id: string
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action: string
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content: string
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operator_name: string
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created_at: string
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}
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type SuggestionType = {
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id: string
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title: string
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description: string
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template: string
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}
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export default {
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data() {
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return {
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ticket: {
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id: '',
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title: '',
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description: '',
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category: '',
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priority: '',
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status: '',
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user_id: '',
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assigned_to: '',
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attachments: [],
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created_at: ''
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} as TicketType,
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user: {
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id: '',
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phone: '',
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email: '',
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nickname: '',
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avatar_url: '',
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gender: 0,
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user_type: 0,
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status: 0,
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created_at: ''
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} as UserType,
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ticketLogs: [] as Array<TicketLogType>,
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relatedOrder: null as OrderType | null,
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suggestions: [] as Array<SuggestionType>,
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quickReplies: [] as Array<string>,
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responseContent: ''
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}
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},
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onLoad(options: any) {
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const ticketId = options.ticketId as string
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if (ticketId) {
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this.loadTicketDetail(ticketId)
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}
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},
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methods: {
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loadTicketDetail(ticketId: string) {
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// 模拟加载工单详情数据
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this.ticket = {
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id: ticketId,
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title: '订单支付问题',
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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。',
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category: 'payment',
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priority: 'high',
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status: 'processing',
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user_id: 'user_001',
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assigned_to: 'service_001',
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attachments: ['/static/screenshot1.jpg', '/static/log.txt'],
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created_at: '2024-01-15T10:30:00'
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}
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this.user = {
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id: 'user_001',
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phone: '13800138000',
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email: 'user@example.com',
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nickname: '张三',
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avatar_url: '/static/avatar1.jpg',
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gender: 1,
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user_type: 1,
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status: 1,
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created_at: '2023-06-15T10:30:00'
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}
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this.ticketLogs = [
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{
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id: 'log_001',
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ticket_id: ticketId,
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action: 'created',
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content: '工单已创建',
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operator_name: '系统',
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created_at: '2024-01-15T10:30:00'
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},
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{
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id: 'log_002',
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ticket_id: ticketId,
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action: 'assigned',
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content: '工单已分配给客服小王',
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operator_name: '系统',
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created_at: '2024-01-15T10:35:00'
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},
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{
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id: 'log_003',
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ticket_id: ticketId,
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action: 'responded',
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content: '已联系用户确认问题详情，正在排查支付系统。',
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operator_name: '客服小王',
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created_at: '2024-01-15T11:00:00'
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}
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]
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if (this.ticket.category === 'payment') {
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this.relatedOrder = {
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id: 'order_001',
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order_no: 'ORD202401150001',
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user_id: 'user_001',
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merchant_id: 'merchant_001',
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status: 1,
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total_amount: 299.98,
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discount_amount: 30.00,
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delivery_fee: 8.00,
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actual_amount: 277.98,
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payment_method: 1,
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payment_status: 0,
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delivery_address: {},
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created_at: '2024-01-15T10:25:00'
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}
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}
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this.suggestions = [
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{
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id: 'sug_001',
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title: '检查支付方式',
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description: '建议用户更换支付方式或检查账户余额',
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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。'
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},
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{
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id: 'sug_002',
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title: '清除缓存',
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description: '指导用户清除浏览器缓存后重试',
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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。'
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}
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]
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this.quickReplies = [
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'感谢您的反馈，我们正在处理',
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'问题已确认，预计30分钟内解决',
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'请提供更多详细信息',
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'问题已解决，请您确认',
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'如有其他问题，请随时联系我们'
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]
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},
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getStatusClass(): string {
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const classes: Record<string, string> = {
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open: 'status-open',
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processing: 'status-processing',
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resolved: 'status-resolved',
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closed: 'status-closed'
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}
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return classes[this.ticket.status] || 'status-open'
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},
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getStatusText(): string {
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const statusTexts: Record<string, string> = {
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open: '待处理',
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processing: '处理中',
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resolved: '已解决',
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closed: '已关闭'
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}
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return statusTexts[this.ticket.status] || '未知'
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},
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getCategoryText(): string {
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const categories: Record<string, string> = {
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payment: '支付问题',
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order: '订单问题',
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delivery: '配送问题',
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product: '商品问题',
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account: '账户问题',
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other: '其他问题'
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}
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return categories[this.ticket.category] || '其他'
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},
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getPriorityText(): string {
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const priorities: Record<string, string> = {
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low: '低优先级',
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medium: '中优先级',
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high: '高优先级',
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urgent: '紧急'
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}
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return priorities[this.ticket.priority] || '普通'
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},
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getOrderStatusText(status: number): string {
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const statusTexts = ['异常', '待支付', '待发货', '待收货', '已完成', '已取消']
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return statusTexts[status] || '未知'
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},
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getLogActionText(action: string): string {
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const actions: Record<string, string> = {
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created: '创建工单',
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assigned: '分配工单',
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responded: '回复用户',
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escalated: '升级工单',
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resolved: '解决工单',
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closed: '关闭工单'
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}
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return actions[action] || action
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},
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getAttachmentIcon(attachment: string): string {
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const ext = attachment.split('.').pop()?.toLowerCase()
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const icons: Record<string, string> = {
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jpg: '🖼️',
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jpeg: '🖼️',
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png: '🖼️',
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gif: '🖼️',
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pdf: '📄',
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doc: '📝',
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docx: '📝',
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txt: '📄',
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zip: '📦'
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}
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return icons[ext || ''] || '📎'
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},
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getAttachmentName(attachment: string): string {
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return attachment.split('/').pop() || '未知文件'
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},
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formatTime(timeStr: string): string {
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return timeStr.replace('T', ' ').split('.')[0]
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},
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callUser() {
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uni.makePhoneCall({
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phoneNumber: this.user.phone
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})
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},
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sendMessage() {
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uni.navigateTo({
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url: `/pages/mall/service/chat?userId=${this.user.id}&ticketId=${this.ticket.id}`
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})
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},
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previewAttachment(attachment: string) {
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uni.previewImage({
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urls: [attachment],
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current: attachment
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})
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},
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viewOrderDetail() {
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if (this.relatedOrder) {
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uni.navigateTo({
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url: `/pages/mall/service/order-detail?orderId=${this.relatedOrder.id}`
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})
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}
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},
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applySuggestion(suggestion: SuggestionType) {
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this.responseContent = suggestion.template
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},
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selectQuickReply(reply: string) {
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this.responseContent = reply
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},
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addAttachment() {
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uni.chooseImage({
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count: 1,
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success: (res) => {
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uni.showToast({
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title: '附件添加成功',
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icon: 'success'
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})
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}
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})
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},
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useTemplate() {
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uni.navigateTo({
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url: '/pages/mall/service/response-templates'
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})
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},
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processTicket() {
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if (!this.responseContent.trim()) {
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uni.showToast({
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title: '请输入处理内容',
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icon: 'none'
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})
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return
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}
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this.ticket.status = 'processing'
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this.ticketLogs.push({
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id: 'log_' + Date.now(),
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ticket_id: this.ticket.id,
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action: 'responded',
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content: this.responseContent,
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operator_name: '当前客服',
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created_at: new Date().toISOString()
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})
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this.responseContent = ''
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uni.showToast({
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title: '处理成功',
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icon: 'success'
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})
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},
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resolveTicket() {
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if (!this.responseContent.trim()) {
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uni.showToast({
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title: '请输入解决方案',
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icon: 'none'
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})
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return
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}
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this.ticket.status = 'resolved'
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this.ticketLogs.push({
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id: 'log_' + Date.now(),
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ticket_id: this.ticket.id,
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action: 'resolved',
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content: this.responseContent,
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operator_name: '当前客服',
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created_at: new Date().toISOString()
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})
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this.responseContent = ''
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uni.showToast({
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title: '工单已解决',
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icon: 'success'
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})
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},
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escalateTicket() {
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uni.showModal({
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title: '升级工单',
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content: '确定要将此工单升级到上级处理吗？',
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success: (res) => {
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if (res.confirm) {
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this.ticketLogs.push({
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id: 'log_' + Date.now(),
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ticket_id: this.ticket.id,
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action: 'escalated',
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content: '工单已升级到上级处理',
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operator_name: '当前客服',
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created_at: new Date().toISOString()
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})
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uni.showToast({
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title: '工单已升级',
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icon: 'success'
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})
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}
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}
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})
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},
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addNote() {
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uni.navigateTo({
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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>
|