保存今天的修改

2026-11-02 17:51:10 +08:00
parent 04f94ad665
commit eebaba8084
44 changed files with 2831 additions and 154 deletions
@@ -2,6 +2,7 @@ var curSid = 0;
 var sessions = {};
 var drafts = {};
 var queueItems = [];
+var queueOverdueNotified = new Set();
 var accepting = new Set();
 var sendingSid = "";
 var closingSid = "";
@@ -10,6 +11,10 @@ var listSignature = "";
 var typeTimer = null;
 var toolsOpen = false;
 var toolsOpener = null;
+var staffExpired = false;
+var staffLoggingOut = false;
+var staffPollTimers = [];
+var staffCsrf = document.querySelector('meta[name="staff-csrf-token"]').content;
 var replyInput = document.getElementById("replyText");
 SupportUI.initAttachments(document.getElementById('chatBox'), '图片暂时无法访问，请客户重新发送附件。');

@@ -20,13 +25,66 @@ function escapeText(value){
 }

 async function adminRequest(path, options){
-    const response = await fetch(path, options);
-    if(!response.ok) throw new Error("HTTP " + response.status);
-    const data = await response.json();
-    if(data && data.ok === false) throw new Error("Request rejected");
-    return data;
+    if(staffExpired) throw new Error("Staff login expired");
+    const controller = new AbortController();
+    const timer = setTimeout(function(){ controller.abort(); }, 10000);
+    try{
+        const headers = Object.assign({}, options && options.headers);
+        if(options && options.method && options.method !== "GET") headers["X-CSRF-Token"] = staffCsrf;
+        const response = await fetch(path, Object.assign({}, options, {headers:headers, signal:controller.signal}));
+        if(response.status === 401){
+            if(!staffExpired){
+                staffExpired = true;
+                staffPollTimers.forEach(clearInterval);
+                window.location.replace("/admin?expired=1");
+            }
+            throw new Error("Staff login expired");
+        }
+        if(staffExpired) throw new Error("Staff login expired");
+        const data = await response.json();
+        if(!response.ok || (data && data.ok === false)){
+            const error = new Error("HTTP " + response.status);
+            error.status = response.status;
+            error.userMessage = data && (data.e || data.error);
+            throw error;
+        }
+        return data;
+    }finally{
+        clearTimeout(timer);
+    }
 }

+async function logoutStaff(){
+    if(staffLoggingOut || staffExpired) return;
+    staffLoggingOut = true;
+    const button = document.getElementById("staff-logout");
+    const status = document.getElementById("staff-logout-status");
+    button.disabled = true;
+    button.textContent = "正在退出…";
+    status.hidden = true;
+    try{
+        await postAdmin("/admin/logout", {});
+        staffExpired = true;
+        staffPollTimers.forEach(clearInterval);
+        window.location.replace("/admin");
+    }catch(error){
+        if(!staffExpired){
+            status.textContent = "退出失败，请检查网络后重试。";
+            status.hidden = false;
+        }
+    }finally{
+        staffLoggingOut = false;
+        button.disabled = false;
+        button.textContent = "退出登录";
+    }
+}
+document.getElementById("staff-logout").onclick = logoutStaff;
+window.addEventListener("pageshow", function(event){
+    if(event.persisted){
+        adminRequest("/api/admin/session").then(function(data){ staffCsrf = data.csrf_token; }).catch(function(){});
+    }
+});
+
 function postAdmin(path, data){
    return adminRequest(path, {method:"POST", headers:{"Content-Type":"application/json"}, body:JSON.stringify(data)});
 }
@@ -86,11 +144,16 @@ function renderQueue(){
        return ("#" + item.id + " " + item.ctime).toLowerCase().includes(term);
    });
    document.getElementById("queue-count").textContent = queueItems.length;
+    document.getElementById("queue-overdue-count").textContent = "超时 " + queueItems.filter(function(item){ return item.overdue; }).length;
    document.getElementById("session-browser").classList.toggle("queue-empty", queueItems.length === 0);
    document.getElementById("queue").innerHTML = visible.length
        ? visible.map(function(item){
            const sid = Number(item.id);
-            return '<div class="queue-item"><div class="qt">对话 #'+sid+'<small>'+escapeText(item.ctime)+'</small></div><button type="button" onclick="accept('+sid+')">接入会话 →</button></div>';
+            const age = Number(item.waiting_minutes) || 0;
+            const wait = item.overdue
+                ? '<span class="queue-overdue">排队超时 '+escapeText(item.overdue_minutes)+' 分钟</span>'
+                : '<span class="queue-wait">已等待 '+escapeText(age)+' 分钟</span>';
+            return '<div class="queue-item'+(item.overdue ? ' is-overdue' : '')+'"><div class="qt">对话 #'+sid+wait+'<small>'+escapeText(item.ctime)+'</small></div><button type="button" onclick="accept('+sid+')">接入会话 →</button></div>';
        }).join("")
        : '<div class="list-empty">'+(term ? "没有匹配的排队会话" : "当前没有排队会话")+'</div>';
 }
@@ -98,6 +161,17 @@ function renderQueue(){
 async function loadQueue(){
    try{
        const list = await adminRequest("/api/human/queue");
+        const waitingOverdue = new Set(list.filter(function(item){ return item.overdue; }).map(function(item){ return String(item.id); }));
+        queueOverdueNotified.forEach(function(id){ if(!waitingOverdue.has(id)) queueOverdueNotified.delete(id); });
+        const newlyOverdue = list.filter(function(item){
+            const id = String(item.id);
+            if(!item.overdue || queueOverdueNotified.has(id)) return false;
+            queueOverdueNotified.add(id);
+            return true;
+        });
+        if(newlyOverdue.length){
+            SupportUI.notify("人工排队超时", newlyOverdue.length+" 位客户已等待超过 5 分钟，请尽快接入。 ");
+        }
        if(list.some(function(item){ return !queueItems.some(function(old){ return old.id === item.id; }); })){
            SupportUI.notify("新客户排队", "有 " + list.length + " 位客户等待接入");
        }
@@ -109,15 +183,7 @@ async function loadQueue(){
 }

 async function loadTickets(){
-    const element = document.getElementById("ticketList");
-    try{
-        const list = await adminRequest("/api/tickets");
-        element.innerHTML = list.length ? list.map(function(ticket){
-            return '<div class="ticket-item">'+escapeText(ticket.content)+'<span>'+escapeText(ticket.ctime)+'</span></div>';
-        }).join("") : '<div class="list-empty">暂时没有客户留言</div>';
-    }catch(error){
-        element.innerHTML = '<div class="list-empty">留言暂时无法加载</div>';
-    }
+    return Promise.all([ticketDesk.load(), ticketDesk.refreshSummary()]);
 }

 async function accept(sid){
@@ -299,7 +365,9 @@ async function sendReply(){
        if(curSid === sid){ replyInput.focus(); setReplyStatus("已发送"); }
        poll();
    }catch(error){
-        if(curSid === sid) setReplyStatus("发送未成功，内容已保留。请确认后重试。", true);
+        if(curSid === sid) setReplyStatus(error.name === 'AbortError'
+            ? "发送超时，内容已保留。请先确认聊天记录，再决定是否重试。"
+            : "发送未成功，内容已保留。请确认后重试。", true);
    }finally{
        sendingSid = "";
        updateComposer();
@@ -386,14 +454,14 @@ document.getElementById("tools-from-list").onclick = function(){ toolsOpener = "
 document.getElementById("tools-close").onclick = function(){
    setToolsOpen(false);
    const fromList = toolsOpener === "tools-from-list" && !document.body.classList.contains("chat-view") && window.matchMedia("(max-width: 720px)").matches;
-    document.getElementById(fromList ? "tools-from-list" : "tools-toggle").focus();
+    document.getElementById(["ticket-inbox-toggle", "ticket-overdue-toggle"].includes(toolsOpener) ? toolsOpener : fromList ? "tools-from-list" : "tools-toggle").focus();
 };
 document.getElementById("tools-backdrop").onclick = document.getElementById("tools-close").onclick;
 document.addEventListener("keydown", function(event){
    if(event.key === "Escape" && toolsOpen) document.getElementById("tools-close").click();
    if(event.key === "Escape") document.getElementById("data-overview").open = false;
    if(event.key === "Tab" && toolsOpen && window.matchMedia("(max-width: 1200px)").matches){
-        const items = Array.from(document.getElementById("service-tools").querySelectorAll('button:not([disabled]), a[href], textarea:not([disabled])'));
+        const items = Array.from(document.getElementById("service-tools").querySelectorAll('button:not([disabled]):not([hidden]), a[href], input:not([disabled]), select:not([disabled]), textarea:not([disabled])')).filter(function(item){ return item.getClientRects().length; });
        const first = items[0], last = items[items.length-1];
        if(event.shiftKey && document.activeElement === first){ event.preventDefault(); last.focus(); }
        else if(!event.shiftKey && document.activeElement === last){ event.preventDefault(); first.focus(); }
@@ -414,8 +482,15 @@ setToolsOpen(false);
 setSessionTab("active");
 updateComposer();
 loadQueue();
+var ticketDesk = window.AdminTickets.create({request:adminRequest, escape:escapeText,
+    username:document.querySelector('meta[name="staff-username"]').content,
+    notify:function(title, body){ SupportUI.notify(title, body); },
+    open:function(opener){
+        toolsOpener = opener || "ticket-inbox-toggle";
+        setToolsOpen(true);
+        document.getElementById("tickets-title").scrollIntoView({block:"start"});
+        document.getElementById("ticket-search").focus({preventScroll:true});
+    }});
 loadTickets();
 poll();
-setInterval(loadQueue, 3000);
-setInterval(loadTickets, 5000);
-setInterval(poll, 1000);
+staffPollTimers = [setInterval(loadQueue, 3000), setInterval(loadTickets, 5000), setInterval(poll, 1000)];
@@ -10,6 +10,10 @@ function showLoginError(message){
    loginError.hidden = false;
 }

+if(new URLSearchParams(window.location.search).has("expired")){
+    showLoginError("后台登录已失效，请重新登录。");
+}
+
 async function login(){
    if(loginPending) return;
    const username = userInput.value.trim();
@@ -35,7 +39,8 @@ async function login(){
            location.href = "/admin/dashboard";
            return;
        }
-        showLoginError(response.status === 401 ? "账号或密码不正确，请重新输入" : "暂时无法登录，请稍后重试");
+        showLoginError(response.status === 401 ? "账号或密码不正确，请重新输入" :
+            response.status === 429 ? "登录尝试过多，请 5 分钟后重试" : "暂时无法登录，请稍后重试");
    }catch(error){
        showLoginError("网络连接失败，请检查网络后重试");
    }finally{
@@ -0,0 +1,292 @@
+/* Offline tickets: server ownership, versioned notes and polling-safe drafts. */
+(function(global){
+    function create(options){
+        const el = id => document.getElementById(id);
+        const states = {pending:"待处理", processing:"处理中", completed:"已完成"};
+        let rows = [], selected = null, busy = false, loading = false;
+        let generation = 0, expanded = false, hasMore = false;
+        let activeQuery = "", latestSeen = null, unreadNew = 0, summaryLoading = false, overdueOnly = false;
+        let historyRows = [], historyHasMore = false, historyTicketId = null, historyLoading = false, historyRequest = 0, historyError = "";
+        const drafts = new Map();
+        const filter = el("ticket-filter"), note = el("ticket-note");
+        filter.value = "all";
+
+        async function refreshSummary(){
+            if(summaryLoading) return;
+            summaryLoading = true;
+            try{
+                const data = await options.request("/api/tickets/summary"+(latestSeen === null ? "" : "?after="+latestSeen));
+                el("ticket-pending-count").textContent = String(data.pending_count);
+                const overdueCount = Number(data.overdue_count || 0);
+                el("ticket-overdue-count").textContent = String(overdueCount);
+                el("ticket-overdue-toggle").setAttribute("aria-label", "查看超时留言 "+overdueCount+" 条，点击筛选");
+                el("ticket-section-count").textContent = "待处理 "+data.pending_count+" · 超时 "+overdueCount;
+                el("ticket-inbox-toggle").setAttribute("aria-label", "待处理留言 "+data.pending_count+" 条，点击查看");
+                el("ticket-summary-status").textContent = "";
+                if(latestSeen !== null && data.latest_id > latestSeen && data.new_count > 0){
+                    unreadNew += data.new_count;
+                    el("ticket-alert-text").textContent = "收到 "+unreadNew+" 条新留言";
+                    el("ticket-alert").hidden = false;
+                    if(options.notify) options.notify("新离线留言", "有 "+data.new_count+" 条新留言，请进入后台查看。");
+                }
+                latestSeen = Math.max(latestSeen || 0, data.latest_id);
+            }catch(error){
+                el("ticket-summary-status").textContent = "待处理数量暂时无法更新，稍后自动重试。";
+            }finally{ summaryLoading = false; }
+        }
+
+        function message(text, failed){
+            el("ticket-status-message").textContent = text || "";
+            el("ticket-status-message").classList.toggle("is-error", Boolean(failed));
+        }
+
+        const eventLabels = {submitted:"提交留言", claimed:"领取留言", note_updated:"修改备注", completed:"标记完成", legacy_snapshot:"升级时保留状态"};
+        function eventDetail(event){
+            if(event.action === "note_updated") return "旧备注："+(event.old_note || "（空）")+"\n新备注："+(event.new_note || "（空）");
+            if(event.action === "completed") return event.new_note ? "处理结果："+event.new_note : "";
+            if(event.action === "legacy_snapshot") return "升级前的处理过程未记录，仅保留当时已知状态。";
+            return "";
+        }
+        function renderHistory(){
+            const list = el("ticket-history-list"), status = el("ticket-history-status");
+            el("ticket-history-more").hidden = !historyHasMore;
+            el("ticket-history-more").disabled = historyLoading;
+            if(historyLoading && !historyRows.length){ status.textContent = "正在加载处理记录…"; list.innerHTML = ""; return; }
+            if(!historyRows.length){ status.textContent = historyError || "暂无处理记录。"; list.innerHTML = ""; return; }
+            status.textContent = historyError;
+            list.innerHTML = historyRows.map(function(event){
+                const detail = eventDetail(event);
+                return '<li class="ticket-history-item"><span class="ticket-history-action">'+options.escape(eventLabels[event.action] || event.action)+'</span> · '+options.escape(event.actor_name || "系统")+'<span class="ticket-history-meta"> · '+options.escape(event.ctime || "")+'</span>'+
+                    (detail ? '<span class="ticket-history-detail">'+options.escape(detail)+'</span>' : '')+'</li>';
+            }).join("");
+        }
+        async function loadHistory(reset){
+            if(!selected) return;
+            const id = selected.id, request = ++historyRequest;
+            if(reset || historyTicketId !== id){ historyRows = []; historyHasMore = false; historyTicketId = id; }
+            historyLoading = true; historyError = ""; renderHistory();
+            const before = !reset && historyRows.length ? "&before="+historyRows[historyRows.length-1].id : "";
+            try{
+                const data = await options.request("/api/tickets/"+id+"/events?limit=20"+before);
+                if(request !== historyRequest || !selected || selected.id !== id) return;
+                const list = Array.isArray(data) ? data : [];
+                historyRows = reset ? list : historyRows.concat(list.filter(function(item){ return !historyRows.some(function(row){ return row.id === item.id; }); }));
+                historyHasMore = list.length === 20;
+                el("ticket-history-status").textContent = "";
+            }catch(error){
+                if(request === historyRequest) historyError = "处理记录加载失败，请点击刷新记录重试。";
+            }finally{
+                if(request === historyRequest){ historyLoading = false; renderHistory(); }
+            }
+        }
+
+        function renderDetail(){
+            el("ticket-selected").hidden = !selected;
+            if(!selected) return;
+            const mine = selected.status === "processing" && selected.owner_username === options.username;
+            const draft = drafts.get(selected.id);
+            const conflict = Boolean(draft && draft.version !== selected.version);
+            el("ticket-content").textContent = selected.content;
+            el("ticket-meta").textContent = "#"+selected.id+" · "+selected.ctime+" · 电话："+(selected.phone || "未提供");
+            el("ticket-owner").textContent = "负责人："+(selected.owner_name || selected.owner_username || "未领取")+
+                (selected.owner_username === options.username ? "（我）" : "");
+            const overdue = el("ticket-overdue-hint");
+            if(selected.overdue_kind){
+                overdue.hidden = false;
+                overdue.textContent = (selected.overdue_kind === "pending" ? "尚未领取，已超时 " : "领取后处理已超时 ")+selected.overdue_minutes+" 分钟。";
+            }else if(selected.status === "processing" && !selected.claimed_at){
+                overdue.hidden = false;
+                overdue.textContent = "缺少领取时间，无法计算处理超时。";
+            }else{ overdue.hidden = true; overdue.textContent = ""; }
+            if(selected.status === "processing" && selected.claimed_at_estimated){
+                overdue.hidden = false;
+                overdue.textContent += " 旧留言按升级前最后更新时间估算领取时间。";
+            }
+            el("ticket-state").textContent = states[selected.status] || selected.status;
+            el("ticket-state").setAttribute("data-state", selected.status);
+            note.value = draft ? draft.text : (selected.note || "");
+            note.readOnly = !mine || busy;
+            el("ticket-claim").hidden = selected.status !== "pending";
+            el("ticket-save").hidden = !mine;
+            el("ticket-complete").hidden = !mine;
+            ["ticket-claim", "ticket-save", "ticket-complete"].forEach(id => {
+                el(id).disabled = busy || (id !== "ticket-claim" && conflict);
+            });
+            el("ticket-server-note").hidden = !conflict;
+            el("ticket-server-note").textContent = conflict ? "这条留言已更新，当前保存的备注："+(selected.note || "（空）") : "";
+            el("ticket-rebase").hidden = !conflict || !mine;
+            el("ticket-rebase").disabled = busy;
+            el("ticket-activity").textContent = selected.completed_at ? "完成时间："+selected.completed_at :
+                (selected.updated_at ? "更新时间："+selected.updated_at : "");
+            renderHistory();
+        }
+
+        function render(){
+            el("ticketList").innerHTML = rows.length ? rows.map(ticket =>
+                '<button type="button" class="ticket-item" data-ticket-id="'+ticket.id+'" aria-pressed="'+Boolean(selected && ticket.id === selected.id)+'"'+(busy ? ' disabled' : '')+'>'+
+                '<span class="ticket-summary">'+options.escape(ticket.content)+'</span><span class="ticket-row"><span><span class="ticket-state" data-state="'+options.escape(ticket.status)+'">'+options.escape(states[ticket.status] || ticket.status)+'</span>'+(ticket.overdue_kind ? '<span class="ticket-overdue-badge">'+options.escape(ticket.overdue_kind === "pending" ? "领取超时 "+ticket.overdue_minutes+" 分钟" : "处理超时 "+ticket.overdue_minutes+" 分钟")+'</span>' : '')+'</span><span>'+options.escape(ticket.owner_name || ticket.owner_username || "未领取")+'</span></span>'+ 
+                '<span class="ticket-time">'+options.escape(ticket.ctime)+'</span></button>'
+            ).join("") : '<p class="ticket-empty">'+(activeQuery ? "没有匹配的留言，请更换关键词或状态" : "该状态下暂无留言")+'</p>';
+            el("ticket-more").hidden = !hasMore;
+            el("ticket-more").disabled = loading || busy;
+            el("ticket-refresh").disabled = loading || busy;
+            filter.disabled = busy;
+            el("ticket-search").disabled = busy;
+            el("ticket-search-submit").disabled = busy;
+            el("ticket-search-clear").hidden = !activeQuery;
+            el("ticket-search-clear").disabled = busy;
+            el("ticket-overdue-filter").disabled = busy;
+            renderDetail();
+        }
+
+        async function load(more, manual){
+            if(busy || (loading && !manual) || (expanded && !more && !manual)) return;
+            const current = ++generation;
+            loading = true;
+            el("ticket-refresh").disabled = true;
+            el("ticket-more").disabled = true;
+            const before = more && rows.length ? "&before="+rows[rows.length-1].id : "";
+            const previousId = selected && selected.id, previousVersion = selected && selected.version;
+            try{
+                const list = await options.request("/api/tickets?status="+filter.value+"&limit=20"+before+
+                    (activeQuery ? "&q="+encodeURIComponent(activeQuery) : "")+(overdueOnly ? "&overdue=1" : ""));
+                if(current !== generation) return;
+                rows = more ? rows.concat(list.filter(item => !rows.some(row => row.id === item.id))) : list;
+                hasMore = list.length === 20;
+                expanded = Boolean(more);
+                if(selected){
+                    const found = rows.find(item => item.id === selected.id);
+                    if(found) selected = found;
+                    else{
+                        const id = selected.id;
+                        const data = await options.request("/api/tickets/"+id);
+                        if(current !== generation) return;
+                        if(selected && selected.id === id) selected = data.ticket;
+                    }
+                }else if(rows.length){ selected = rows[0]; }
+                if(current === generation){
+                    render();
+                    if(selected && (selected.id !== previousId || selected.version !== previousVersion || historyTicketId !== selected.id)) loadHistory(true);
+                }
+            }catch(error){
+                if(current === generation) message("留言加载失败，请点击刷新重试；未保存的备注仍保留。", true);
+            }finally{
+                if(current === generation){ loading = false; render(); }
+            }
+        }
+
+        function select(id){
+            if(busy) return;
+            const ticket = rows.find(row => row.id === Number(id));
+            if(!ticket) return;
+            selected = ticket;
+            message("");
+            render();
+            loadHistory(true);
+        }
+
+        async function update(action){
+            if(busy || !selected) return;
+            const ticket = selected;
+            const draft = drafts.get(ticket.id);
+            if(action !== "claim" && (ticket.status !== "processing" || ticket.owner_username !== options.username)) return;
+            if(action !== "claim" && draft && draft.version !== ticket.version){
+                message("留言已更新，请核对当前保存的备注后再处理。", true); return;
+            }
+            const text = note.value;
+            if(action === "completed" && !text.trim()){
+                message("请先填写处理结果，再标记完成。", true); note.focus(); return;
+            }
+            if(action !== "claim") drafts.set(ticket.id, {text:text, version:draft ? draft.version : ticket.version});
+            ++generation;
+            loading = false;
+            busy = true;
+            render();
+            message(action === "claim" ? "正在领取…" : "正在保存…");
+            try{
+                const result = await options.request("/api/tickets/"+ticket.id+(action === "claim" ? "/claim" : ""), {
+                    method: action === "claim" ? "POST" : "PATCH", headers:{"Content-Type":"application/json"},
+                    body:JSON.stringify(action === "claim" ? {} : {version:draft ? draft.version : ticket.version,
+                        note:text, status:action === "completed" ? "completed" : "processing"})
+                });
+                selected = result.ticket;
+                rows = rows.map(row => row.id === ticket.id ? result.ticket : row);
+                drafts.delete(ticket.id);
+                message(action === "claim" ? "已领取，由你负责跟进。" : action === "completed" ? "已完成，记录已保留。" : "备注已保存。");
+            }catch(error){
+                message(error.userMessage || "操作未确认成功，请刷新核对后重试；备注已保留。", true);
+                if(error.status === 409 || error.status === 403){
+                    try{
+                        const data = await options.request("/api/tickets/"+ticket.id);
+                        selected = data.ticket;
+                        rows = rows.map(row => row.id === ticket.id ? selected : row);
+                    }catch(refreshError){ /* Keep the local draft and error until explicit retry. */ }
+                }
+            }finally{ busy = false; render(); loadHistory(true); await refreshSummary(); }
+        }
+
+        function search(){
+            if(busy) return;
+            const query = el("ticket-search").value.trim();
+            if(query.length > 100){ message("搜索关键词最多 100 字。", true); return; }
+            activeQuery = query;
+            selected = null; rows = []; expanded = false; hasMore = false;
+            message(""); render();
+            return load(false, true);
+        }
+
+        function viewPending(){
+            if(busy){ message("正在保存，请稍后查看新留言。"); return; }
+            unreadNew = 0;
+            el("ticket-alert").hidden = true;
+            filter.value = "pending";
+            overdueOnly = false; el("ticket-overdue-filter").checked = false;
+            el("ticket-search").value = "";
+            if(options.open) options.open();
+            return search();
+        }
+
+        note.addEventListener("input", function(){
+            if(!selected || note.readOnly) return;
+            const previous = drafts.get(selected.id);
+            drafts.set(selected.id, {text:note.value, version:previous ? previous.version : selected.version});
+        });
+        el("ticketList").addEventListener("click", function(event){
+            const button = event.target.closest("[data-ticket-id]");
+            if(button) select(button.getAttribute("data-ticket-id"));
+        });
+        filter.addEventListener("change", function(){ selected = null; rows = []; expanded = false; message(""); render(); load(false, true); });
+        el("ticket-search-form").addEventListener("submit", function(event){ event.preventDefault(); return search(); });
+        el("ticket-search").addEventListener("keydown", function(event){
+            if(event.key === "Enter" && event.isComposing) event.preventDefault();
+        });
+        el("ticket-search-clear").onclick = function(){ el("ticket-search").value = ""; return search(); };
+        el("ticket-inbox-toggle").onclick = viewPending;
+        el("ticket-alert-view").onclick = viewPending;
+        el("ticket-overdue-toggle").onclick = function(){
+            if(busy) return;
+            filter.value = "all"; overdueOnly = true; el("ticket-overdue-filter").checked = true;
+            el("ticket-search").value = "";
+            if(options.open) options.open("ticket-overdue-toggle");
+            return search();
+        };
+        el("ticket-overdue-filter").addEventListener("change", function(){
+            overdueOnly = Boolean(this.checked); selected = null; rows = []; expanded = false;
+            return load(false, true);
+        });
+        el("ticket-history-reload").onclick = function(){ return loadHistory(true); };
+        el("ticket-history-more").onclick = function(){ if(!historyLoading && historyHasMore) return loadHistory(false); };
+        el("ticket-refresh").onclick = function(){ return load(false, true); };
+        el("ticket-more").onclick = function(){ return load(true); };
+        el("ticket-claim").onclick = function(){ return update("claim"); };
+        el("ticket-save").onclick = function(){ return update("save"); };
+        el("ticket-complete").onclick = function(){ return update("completed"); };
+        el("ticket-rebase").onclick = function(){
+            if(!selected || busy) return;
+            const draft = drafts.get(selected.id);
+            if(draft){ draft.version = selected.version; render(); message("已保留你的草稿，请确认内容后保存。"); }
+        };
+        return {load:load, select:select, refreshSummary:refreshSummary};
+    }
+    global.AdminTickets = {create:create};
+})(window);
@@ -54,7 +54,10 @@ let humanClosing = false;
 window.humanSid = 0;
 const emojiPicker = SupportUI.initEmoji(document.getElementById('emoji-toggle'), document.getElementById('emoji-panel'), inputDom, function(){ autoGrow(); });
 SupportUI.initAttachments(chatDom, ()=>t('attachmentUnavailable'));
-document.getElementById('notifications-toggle').onclick = function(){ SupportUI.enableNotifications(this); };
+document.getElementById('notifications-toggle').onclick = async function(){
+    await SupportUI.enableNotifications(this);
+    refreshNotificationLabel();
+};

 function setComposerStatus(message, isError){
    composerStatus.textContent = message || "";
@@ -219,6 +222,7 @@ window.__busy = false;   // 生成中状态，用 window 属性避免作用域
        btn.onclick = function(){
            idx = (idx + 1) % SIZES.length;
            apply();
+            labelControl(btn, t('fontSize') + ': ' + btn.textContent);
            try{ localStorage.setItem(KEY, idx); }catch(e){}
        };
    }
@@ -228,6 +232,7 @@ window.__busy = false;   // 生成中状态，用 window 属性避免作用域
 const I18N = {
    zh: {
        appTitle: "柏悦物流智能助手",
+        customerAccount: "客户登录",
        customerLogin: "登录", customerLogout: "退出登录", customerCancel: "取消",
        customerUsername: "账号", customerPassword: "密码", customerQuery: "登录查询",
        customerUsernamePlaceholder: "请输入账号", customerPasswordPlaceholder: "请输入密码",
@@ -237,6 +242,11 @@ const I18N = {
        clearAll: "清空全部历史",
        history: "历史对话",
        searchPh: "搜索历史对话...",
+        historySearch: "搜索历史对话", closeSidebar: "关闭历史侧栏", home: "柏悦物流首页",
+        chatLog: "聊天内容", inputLabel: "输入问题或入仓码",
+        uploadAttachment: "发送附件", chooseEmoji: "选择表情", fontSize: "字体大小",
+        enableNotifications: "开启浏览器通知", notificationsEnabled: "浏览器通知已开启",
+        pinConversation: "置顶对话", unpinConversation: "取消置顶",
        confirmClear: "确定清空全部历史对话吗？无法恢复！",
        confirmDel: "确定要删除这条历史对话吗？",
        emptySearch: "没有匹配的历史对话",
@@ -339,6 +349,7 @@ const I18N = {
    },
    en: {
        appTitle: "Baiyue Logistics AI Assistant",
+        customerAccount: "Customer sign in",
        customerLogin: "Sign in", customerLogout: "Sign out", customerCancel: "Cancel",
        customerUsername: "Username", customerPassword: "Password", customerQuery: "Sign in to view orders",
        customerUsernamePlaceholder: "Enter username", customerPasswordPlaceholder: "Enter password",
@@ -348,6 +359,11 @@ const I18N = {
        clearAll: "Clear All History",
        history: "History",
        searchPh: "Search history...",
+        historySearch: "Search conversation history", closeSidebar: "Close history sidebar", home: "Baiyue Logistics home",
+        chatLog: "Conversation messages", inputLabel: "Enter a question or inbound code",
+        uploadAttachment: "Attach a file", chooseEmoji: "Choose an emoji", fontSize: "Text size",
+        enableNotifications: "Enable browser notifications", notificationsEnabled: "Browser notifications enabled",
+        pinConversation: "Pin conversation", unpinConversation: "Unpin conversation",
        confirmClear: "Clear all conversation history? This cannot be undone.",
        confirmDel: "Delete this conversation?",
        emptySearch: "No matching conversations",
@@ -457,6 +473,17 @@ function t(key){
    return (I18N[LANG] || I18N.zh)[key];
 }

+function labelControl(element, label){
+    if(!element) return;
+    element.title = label;
+    element.setAttribute('aria-label', label);
+}
+
+function refreshNotificationLabel(){
+    const button = document.getElementById('notifications-toggle');
+    labelControl(button, t(button.getAttribute('aria-pressed') === 'true' ? 'notificationsEnabled' : 'enableNotifications'));
+}
+
 function applyLanguage(lang){
    LANG = lang === "en" ? "en" : "zh";
    const dict = I18N[LANG];
@@ -473,21 +500,31 @@ function applyLanguage(lang){
    const langBtn = document.getElementById("lang-toggle");
    if(langBtn){
        langBtn.textContent = LANG === "en" ? "EN" : "中";
-        langBtn.title = dict.langTip;
+        labelControl(langBtn, dict.langTip);
    }
    const themeBtn = document.getElementById("theme-toggle");
-    if(themeBtn) themeBtn.title = dict.themeTip;
+    labelControl(themeBtn, dict.themeTip);
+    const fontBtn = document.getElementById('font-toggle');
+    if(fontBtn) labelControl(fontBtn, dict.fontSize + ': ' + fontBtn.textContent);
+    refreshNotificationLabel();
+    labelControl(uploadBtn, dict.uploadAttachment);
+    labelControl(document.getElementById('emoji-toggle'), dict.chooseEmoji);
+    labelControl(document.querySelector('.sidebar-backdrop'), dict.closeSidebar);
+    labelControl(document.querySelector('.left-panel .brand'), dict.home);
+    document.querySelector('.left-panel').setAttribute('aria-label', dict.history);
+    chatDom.setAttribute('aria-label', dict.chatLog);
+    inputDom.setAttribute('aria-label', dict.inputLabel);
    document.querySelectorAll(".new-chat-btn").forEach(function(b){ b.textContent = dict.newChat; });
    document.querySelectorAll(".clear-all-btn").forEach(function(b){ b.textContent = dict.clearAll; });
    document.querySelectorAll(".panel-title").forEach(function(e){ e.textContent = dict.history; });
    const hs = document.getElementById("history-search");
-    if(hs) hs.placeholder = dict.searchPh;
+    if(hs){ hs.placeholder = dict.searchPh; hs.setAttribute('aria-label', dict.historySearch); }
    if(inputDom) inputDom.placeholder = window.innerWidth > 900 ? dict.inputPh : dict.inputShort;
    sendBtn.textContent = window.__busy ? dict.stop : dict.send;
    const tb = document.getElementById("to-bottom");
-    if(tb) tb.title = dict.toBottom;
+    labelControl(tb, dict.toBottom);
    const tg = document.querySelector(".toggle-divider");
-    if(tg) tg.title = tg.getAttribute('aria-expanded') === 'false' ? dict.sideExpand : dict.sideCollapse;
+    if(tg) labelControl(tg, tg.getAttribute('aria-expanded') === 'false' ? dict.sideExpand : dict.sideCollapse);
    updateHumanMode();
    if(voiceInput) voiceInput.refresh();

@@ -514,6 +551,7 @@ function applyLanguage(lang){
    document.querySelectorAll(".retry-btn").forEach(function(b){
        if(!b.dataset.keep) b.textContent = dict.clickRetry;
    });
+    document.querySelectorAll('.customer-login-cta').forEach(function(button){ button.textContent = dict.customerQuery; });
 }

 (function initLang(){
@@ -754,7 +792,7 @@ function renderSideHistory(){
        const pinBtn = document.createElement("button");
        pinBtn.className = "del-history-btn";
        pinBtn.innerText = isPinned ? "📍" : "📌";
-        pinBtn.title = isPinned ? "取消置顶" : "置顶";
+        labelControl(pinBtn, t(isPinned ? 'unpinConversation' : 'pinConversation'));
        pinBtn.style.marginRight = "4px";
        pinBtn.onclick = (e)=>{
            e.stopPropagation();
@@ -1888,7 +1926,7 @@ function renderSidebar(){
    sidePanel.classList.toggle('left-panel-hide', !narrow && !sideOpen);
    sidePanel.setAttribute('aria-hidden', String(!sideOpen));
    toggleBtn.setAttribute('aria-expanded', String(sideOpen));
-    toggleBtn.title = t(sideOpen ? 'sideCollapse' : 'sideExpand');
+    labelControl(toggleBtn, t(sideOpen ? 'sideCollapse' : 'sideExpand'));
    toggleBtn.textContent = "";
    inputDom.placeholder = t(narrow ? 'inputShort' : 'inputPh');
 }
@@ -8,12 +8,16 @@ var CustomerLogin = {
        const submit=document.getElementById('customer-submit');
        const cancel=document.getElementById('customer-cancel');
        const error=document.getElementById('customer-error');
-        const account=document.getElementById('customer-account');
+        const accounts=['customer-account','customer-account-mobile'].map(id=>document.getElementById(id)).filter(Boolean);
        let user, pending=null, opener=null, busy=false, version=0;
        overlay.hidden=true;
        function status(message){ error.textContent=message || ''; error.hidden=!message; }
        function render(){
-            account.textContent=user ? user.name+' · '+options.text('customerLogout') : options.text('customerLogin');
+            accounts.forEach(function(account){
+                account.textContent=user ? user.name+' · '+options.text('customerLogout') : options.text('customerAccount');
+                account.title=account.textContent;
+                account.setAttribute('aria-label',account.textContent);
+            });
            submit.textContent=options.text(busy ? 'customerSigningIn' : 'customerLogin');
            cancel.textContent=options.text('customerCancel');
            document.getElementById('customer-login-title').textContent=options.text('customerLogin');
@@ -52,12 +56,17 @@ var CustomerLogin = {
                if(token === version) update(result.authenticated && result.user ? result.user : null);
            }catch(error){} // Query endpoints still enforce login if status cannot refresh.
        }
+        function restoreFocus(){
+            if(opener && opener.isConnected && !opener.disabled){
+                opener.focus({preventScroll:true});
+                opener=null;
+            }
+        }
        function close(){
            overlay.hidden=true;
            password.value='';
            pending=null;
-            if(opener && opener.isConnected) opener.focus({preventScroll:true});
-            opener=null;
+            restoreFocus();
        }
        function open(onSuccess){
            if(busy) return;
@@ -68,8 +77,10 @@ var CustomerLogin = {
            render(); username.focus({preventScroll:true});
        }
        function setBusy(value){
-            busy=value; submit.disabled=value; cancel.disabled=value; account.disabled=value;
+            busy=value; submit.disabled=value; cancel.disabled=value;
+            accounts.forEach(account=>{account.disabled=value;});
            username.disabled=value; password.disabled=value; render();
+            if(!busy && overlay.hidden) restoreFocus();
        }
        form.addEventListener('submit',async function(event){
            event.preventDefault();
@@ -98,7 +109,7 @@ var CustomerLogin = {
                event.preventDefault();controls[next].focus({preventScroll:true});
            }
        });
-        account.onclick=async function(){
+        async function activateAccount(){
            if(busy) return;
            if(!user){ open(); return; }
            const token=++version;setBusy(true);
@@ -107,7 +118,8 @@ var CustomerLogin = {
                if(token === version) update(null);
            }catch(failure){ if(options.onError) options.onError(options.text('customerLogoutFailed')); }
            finally{ if(token === version) setBusy(false); }
-        };
+        }
+        accounts.forEach(account=>{account.onclick=activateAccount;});
        window.addEventListener('focus',refresh);
        document.addEventListener('visibilitychange',function(){ if(!document.hidden) refresh(); });
        render();