feat(app): 添加应用工单系统功能

- 创建AppTicket实体类定义工单数据结构
- 实现AppTicketController提供工单CRUD接口
- 创建AppTicketReply实体支持工单回复功能
- 实现工单提交、查询、状态更新等核心业务逻辑
- 添加工单统计、分配、回复等功能接口
- 集成MyBatis Plus实现数据库操作
- 支持工单分类、优先级、状态流转管理
- 实现自动分配工单给技术成员机制
- 添加工单搜索、分页、权限控制功能

src/main/java/com/gxwebsoft/app/controller/AppTicketController.java

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+package com.gxwebsoft.app.controller;
+
+import com.gxwebsoft.app.entity.AppTicket;
+import com.gxwebsoft.app.entity.AppTicketReply;
+import com.gxwebsoft.app.param.AppTicketParam;
+import com.gxwebsoft.app.service.AppTicketService;
+import com.gxwebsoft.common.core.web.ApiResult;
+import com.gxwebsoft.common.core.web.BaseController;
+import com.gxwebsoft.common.core.web.PageResult;
+import com.gxwebsoft.common.system.entity.User;
+import io.swagger.v3.oas.annotations.Operation;
+import io.swagger.v3.oas.annotations.tags.Tag;
+import lombok.extern.slf4j.Slf4j;
+import org.springframework.web.bind.annotation.*;
+
+import javax.annotation.Resource;
+import java.util.List;
+import java.util.Map;
+
+/**
+ * 应用工单控制器
+ *
+ * @author 科技小王子
+ * @since 2026-03-30
+ */
+@Slf4j
+@Tag(name = "应用工单管理")
+@RestController
+@RequestMapping("/api/app/ticket")
+public class AppTicketController extends BaseController {
+
+    @Resource
+    private AppTicketService appTicketService;
+
+    // ─── 客户端接口 ────────────────────────────────────────────────
+
+    @Operation(summary = "查询我的工单（分页）")
+    @GetMapping("/my")
+    public ApiResult<PageResult<AppTicket>> myTickets(AppTicketParam param) {
+        User loginUser = getLoginUser();
+        if (loginUser == null) return fail("请先登录");
+        return success(appTicketService.myPage(param, loginUser.getUserId()));
+    }
+
+    @Operation(summary = "提交工单")
+    @PostMapping("/submit")
+    public ApiResult<AppTicket> submit(@RequestBody AppTicket ticket) {
+        User loginUser = getLoginUser();
+        if (loginUser == null) return fail("请先登录");
+        try {
+            AppTicket result = appTicketService.submit(ticket, loginUser.getUserId());
+            return success("工单提交成功", result);
+        } catch (Exception e) {
+            return fail(e.getMessage());
+        }
+    }
+
+    @Operation(summary = "关闭工单（提交人）")
+    @PutMapping("/{ticketId}/close")
+    public ApiResult<?> close(@PathVariable Long ticketId) {
+        User loginUser = getLoginUser();
+        if (loginUser == null) return fail("请先登录");
+        try {
+            appTicketService.closeByUser(ticketId, loginUser.getUserId());
+            return success("工单已关闭");
+        } catch (Exception e) {
+            return fail(e.getMessage());
+        }
+    }
+
+    // ─── 技术端接口 ────────────────────────────────────────────────
+
+    @Operation(summary = "查询所有工单（技术人员）")
+    @GetMapping("/list")
+    public ApiResult<PageResult<AppTicket>> allTickets(AppTicketParam param) {
+        User loginUser = getLoginUser();
+        if (loginUser == null) return fail("请先登录");
+        return success(appTicketService.allPage(param));
+    }
+
+    @Operation(summary = "获取工单详情")
+    @GetMapping("/{ticketId}")
+    public ApiResult<AppTicket> detail(@PathVariable Long ticketId) {
+        return success(appTicketService.getById(ticketId));
+    }
+
+    @Operation(summary = "更新工单状态（技术人员）")
+    @PutMapping("/status")
+    public ApiResult<?> updateStatus(@RequestBody Map<String, Object> body) {
+        User loginUser = getLoginUser();
+        if (loginUser == null) return fail("请先登录");
+        Long ticketId = Long.valueOf(body.get("ticketId").toString());
+        String status = body.get("status").toString();
+        appTicketService.updateStatus(ticketId, status, loginUser.getUserId());
+        return success("状态已更新");
+    }
+
+    @Operation(summary = "分配处理人（管理员）")
+    @PutMapping("/assign")
+    public ApiResult<?> assign(@RequestBody Map<String, Object> body) {
+        User loginUser = getLoginUser();
+        if (loginUser == null) return fail("请先登录");
+        Long ticketId = Long.valueOf(body.get("ticketId").toString());
+        Integer assigneeId = Integer.valueOf(body.get("assigneeId").toString());
+        appTicketService.assign(ticketId, assigneeId);
+        return success("分配成功");
+    }
+
+    // ─── 回复接口 ─────────────────────────────────────────────────
+
+    @Operation(summary = "获取工单回复列表")
+    @GetMapping("/{ticketId}/replies")
+    public ApiResult<List<AppTicketReply>> replies(@PathVariable Long ticketId) {
+        return success(appTicketService.getReplies(ticketId));
+    }
+
+    @Operation(summary = "提交工单回复")
+    @PostMapping("/reply")
+    public ApiResult<AppTicketReply> reply(@RequestBody AppTicketReply reply) {
+        User loginUser = getLoginUser();
+        if (loginUser == null) return fail("请先登录");
+        if (reply.getContent() == null || reply.getContent().trim().isEmpty()) {
+            return fail("回复内容不能为空");
+        }
+        try {
+            AppTicketReply result = appTicketService.addReply(reply, loginUser.getUserId());
+            return success("回复成功", result);
+        } catch (Exception e) {
+            return fail(e.getMessage());
+        }
+    }
+
+    // ─── 统计 & 辅助 ─────────────────────────────────────────────
+
+    @Operation(summary = "工单统计数据")
+    @GetMapping("/stats")
+    public ApiResult<Map<String, Long>> stats(
+            @RequestParam(required = false) Long websiteId) {
+        User loginUser = getLoginUser();
+        if (loginUser == null) return fail("请先登录");
+        // 技术端不限制用户维度；客户端通过路由区分
+        return success(appTicketService.stats(websiteId, null));
+    }
+
+    @Operation(summary = "获取技术人员列表（用于分配）")
+    @GetMapping("/staff-list")
+    public ApiResult<List<Map<String, Object>>> staffList() {
+        return success(appTicketService.getTechStaffList());
+    }
+}

src/main/java/com/gxwebsoft/app/entity/AppTicket.java

@@ -0,0 +1,97 @@
+package com.gxwebsoft.app.entity;
+
+import com.baomidou.mybatisplus.annotation.IdType;
+import com.baomidou.mybatisplus.annotation.TableId;
+import com.baomidou.mybatisplus.annotation.TableName;
+import com.fasterxml.jackson.annotation.JsonFormat;
+import io.swagger.v3.oas.annotations.media.Schema;
+import lombok.Data;
+import lombok.EqualsAndHashCode;
+
+import java.io.Serializable;
+import java.time.LocalDateTime;
+
+/**
+ * 应用工单
+ *
+ * @author 科技小王子
+ * @since 2026-03-30
+ */
+@Data
+@EqualsAndHashCode(callSuper = false)
+@TableName("app_ticket")
+@Schema(name = "AppTicket对象", description = "应用工单")
+public class AppTicket implements Serializable {
+    private static final long serialVersionUID = 1L;
+
+    @Schema(description = "工单ID")
+    @TableId(value = "ticket_id", type = IdType.AUTO)
+    private Long ticketId;
+
+    @Schema(description = "工单编号（TK-yyyyMMddHHmmss+4位随机）")
+    private String ticketNo;
+
+    @Schema(description = "工单标题")
+    private String title;
+
+    @Schema(description = "工单内容描述")
+    private String content;
+
+    @Schema(description = "关联应用ID")
+    private Long websiteId;
+
+    @Schema(description = "应用名称（冗余）")
+    private String websiteName;
+
+    @Schema(description = "工单分类: bug/feature/consultation/complaint/other")
+    private String category;
+
+    @Schema(description = "优先级: low/normal/high/urgent")
+    private String priority;
+
+    @Schema(description = "状态: pending/assigned/processing/resolved/closed/rejected")
+    private String status;
+
+    @Schema(description = "附件JSON数组")
+    private String attachments;
+
+    @Schema(description = "提交人用户ID")
+    private Integer submitUserId;
+
+    @Schema(description = "提交人昵称（冗余）")
+    private String submitUserName;
+
+    @Schema(description = "提交人头像（冗余）")
+    private String submitUserAvatar;
+
+    @Schema(description = "分配的处理人用户ID")
+    private Integer assigneeId;
+
+    @Schema(description = "处理人昵称（冗余）")
+    private String assigneeName;
+
+    @Schema(description = "处理人头像（冗余）")
+    private String assigneeAvatar;
+
+    @Schema(description = "回复数量")
+    private Integer replyCount;
+
+    @Schema(description = "解决时间")
+    @JsonFormat(pattern = "yyyy-MM-dd HH:mm:ss")
+    private LocalDateTime resolvedTime;
+
+    @Schema(description = "关闭时间")
+    @JsonFormat(pattern = "yyyy-MM-dd HH:mm:ss")
+    private LocalDateTime closedTime;
+
+    @Schema(description = "是否删除: 0否 1是")
+    private Integer deleted;
+
+    @Schema(description = "创建时间")
+    @JsonFormat(pattern = "yyyy-MM-dd HH:mm:ss")
+    private LocalDateTime createTime;
+
+    @Schema(description = "更新时间")
+    @JsonFormat(pattern = "yyyy-MM-dd HH:mm:ss")
+    private LocalDateTime updateTime;
+}

src/main/java/com/gxwebsoft/app/entity/AppTicketReply.java

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+package com.gxwebsoft.app.entity;
+
+import com.baomidou.mybatisplus.annotation.IdType;
+import com.baomidou.mybatisplus.annotation.TableId;
+import com.baomidou.mybatisplus.annotation.TableName;
+import com.fasterxml.jackson.annotation.JsonFormat;
+import io.swagger.v3.oas.annotations.media.Schema;
+import lombok.Data;
+import lombok.EqualsAndHashCode;
+
+import java.io.Serializable;
+import java.time.LocalDateTime;
+
+/**
+ * 工单回复
+ *
+ * @author 科技小王子
+ * @since 2026-03-30
+ */
+@Data
+@EqualsAndHashCode(callSuper = false)
+@TableName("app_ticket_reply")
+@Schema(name = "AppTicketReply对象", description = "工单回复")
+public class AppTicketReply implements Serializable {
+    private static final long serialVersionUID = 1L;
+
+    @Schema(description = "回复ID")
+    @TableId(value = "reply_id", type = IdType.AUTO)
+    private Long replyId;
+
+    @Schema(description = "关联工单ID")
+    private Long ticketId;
+
+    @Schema(description = "回复内容")
+    private String content;
+
+    @Schema(description = "附件JSON数组")
+    private String attachments;
+
+    @Schema(description = "回复人用户ID")
+    private Integer userId;
+
+    @Schema(description = "回复人昵称（冗余）")
+    private String userName;
+
+    @Schema(description = "回复人头像（冗余）")
+    private String userAvatar;
+
+    @Schema(description = "是否是技术人员/客服: 0否 1是")
+    private Integer isStaff;
+
+    @Schema(description = "是否删除: 0否 1是")
+    private Integer deleted;
+
+    @Schema(description = "创建时间")
+    @JsonFormat(pattern = "yyyy-MM-dd HH:mm:ss")
+    private LocalDateTime createTime;
+}

src/main/java/com/gxwebsoft/app/mapper/AppTicketMapper.java

@@ -0,0 +1,11 @@
+package com.gxwebsoft.app.mapper;
+
+import com.baomidou.mybatisplus.core.mapper.BaseMapper;
+import com.gxwebsoft.app.entity.AppTicket;
+import org.apache.ibatis.annotations.Param;
+
+/**
+ * 应用工单 Mapper
+ */
+public interface AppTicketMapper extends BaseMapper<AppTicket> {
+}

src/main/java/com/gxwebsoft/app/mapper/AppTicketReplyMapper.java

@@ -0,0 +1,10 @@
+package com.gxwebsoft.app.mapper;
+
+import com.baomidou.mybatisplus.core.mapper.BaseMapper;
+import com.gxwebsoft.app.entity.AppTicketReply;
+
+/**
+ * 工单回复 Mapper
+ */
+public interface AppTicketReplyMapper extends BaseMapper<AppTicketReply> {
+}

src/main/java/com/gxwebsoft/app/param/AppTicketParam.java

@@ -0,0 +1,33 @@
+package com.gxwebsoft.app.param;
+
+import com.gxwebsoft.common.core.web.PageParam;
+import io.swagger.v3.oas.annotations.media.Schema;
+import lombok.Data;
+import lombok.EqualsAndHashCode;
+
+/**
+ * 工单查询参数
+ */
+@Data
+@EqualsAndHashCode(callSuper = true)
+@Schema(description = "工单查询参数")
+public class AppTicketParam extends PageParam {
+
+    @Schema(description = "关联应用ID")
+    private Long websiteId;
+
+    @Schema(description = "工单状态")
+    private String status;
+
+    @Schema(description = "工单分类")
+    private String category;
+
+    @Schema(description = "优先级")
+    private String priority;
+
+    @Schema(description = "处理人ID（传0=未分配）")
+    private Integer assigneeId;
+
+    @Schema(description = "关键词（标题/工单编号）")
+    private String keywords;
+}

src/main/java/com/gxwebsoft/app/service/AppTicketService.java

@@ -0,0 +1,46 @@
+package com.gxwebsoft.app.service;
+
+import com.baomidou.mybatisplus.extension.service.IService;
+import com.gxwebsoft.app.entity.AppTicket;
+import com.gxwebsoft.app.entity.AppTicketReply;
+import com.gxwebsoft.app.param.AppTicketParam;
+import com.gxwebsoft.common.core.web.PageResult;
+
+import java.util.List;
+import java.util.Map;
+
+/**
+ * 应用工单 Service
+ */
+public interface AppTicketService extends IService<AppTicket> {
+
+    /** 客户端：查自己提交的工单（分页） */
+    PageResult<AppTicket> myPage(AppTicketParam param, Integer userId);
+
+    /** 技术端：查询所有工单（分页） */
+    PageResult<AppTicket> allPage(AppTicketParam param);
+
+    /** 提交工单（自动分配） */
+    AppTicket submit(AppTicket ticket, Integer userId);
+
+    /** 更新状态（技术人员操作） */
+    void updateStatus(Long ticketId, String status, Integer operatorId);
+
+    /** 分配处理人 */
+    void assign(Long ticketId, Integer assigneeId);
+
+    /** 关闭工单（提交人操作） */
+    void closeByUser(Long ticketId, Integer userId);
+
+    /** 获取工单回复列表 */
+    List<AppTicketReply> getReplies(Long ticketId);
+
+    /** 添加回复 */
+    AppTicketReply addReply(AppTicketReply reply, Integer userId);
+
+    /** 统计数据 */
+    Map<String, Long> stats(Long websiteId, Integer userId);
+
+    /** 获取技术人员列表（角色：developer/admin 的应用成员） */
+    List<Map<String, Object>> getTechStaffList();
+}

src/main/java/com/gxwebsoft/app/service/impl/AppTicketServiceImpl.java

@@ -0,0 +1,303 @@
+package com.gxwebsoft.app.service.impl;
+
+import cn.hutool.core.util.IdUtil;
+import cn.hutool.core.util.ObjectUtil;
+import com.baomidou.mybatisplus.core.conditions.query.LambdaQueryWrapper;
+import com.baomidou.mybatisplus.core.conditions.update.LambdaUpdateWrapper;
+import com.baomidou.mybatisplus.extension.service.impl.ServiceImpl;
+import com.gxwebsoft.app.entity.AppTicket;
+import com.gxwebsoft.app.entity.AppTicketReply;
+import com.gxwebsoft.app.entity.AppUser;
+import com.gxwebsoft.app.mapper.AppTicketMapper;
+import com.gxwebsoft.app.mapper.AppTicketReplyMapper;
+import com.gxwebsoft.app.param.AppTicketParam;
+import com.gxwebsoft.app.service.AppTicketService;
+import com.gxwebsoft.app.service.AppUserService;
+import com.gxwebsoft.common.core.web.PageParam;
+import com.gxwebsoft.common.core.web.PageResult;
+import com.gxwebsoft.common.system.entity.User;
+import com.gxwebsoft.common.system.service.UserService;
+import lombok.extern.slf4j.Slf4j;
+import org.springframework.stereotype.Service;
+import org.springframework.transaction.annotation.Transactional;
+
+import javax.annotation.Resource;
+import java.time.LocalDateTime;
+import java.time.format.DateTimeFormatter;
+import java.util.*;
+import java.util.stream.Collectors;
+
+/**
+ * 应用工单 Service 实现
+ *
+ * @author 科技小王子
+ * @since 2026-03-30
+ */
+@Slf4j
+@Service
+public class AppTicketServiceImpl extends ServiceImpl<AppTicketMapper, AppTicket> implements AppTicketService {
+
+    @Resource
+    private AppTicketReplyMapper replyMapper;
+
+    @Resource
+    private AppUserService appUserService;
+
+    @Resource
+    private UserService userService;
+
+    // ─── 生成工单编号 ─────────────────────────────────────────────
+    private String generateTicketNo() {
+        String ts = LocalDateTime.now().format(DateTimeFormatter.ofPattern("yyyyMMddHHmmss"));
+        String rand = String.format("%04d", new Random().nextInt(10000));
+        return "TK-" + ts + rand;
+    }
+
+    // ─── 客户端：查自己的工单 ─────────────────────────────────────
+    @Override
+    public PageResult<AppTicket> myPage(AppTicketParam param, Integer userId) {
+        com.baomidou.mybatisplus.extension.plugins.pagination.Page<AppTicket> page =
+                new com.baomidou.mybatisplus.extension.plugins.pagination.Page<>(
+                        param.getPageNum() != null ? param.getPageNum() : 1,
+                        param.getPageSize() != null ? param.getPageSize() : 15);
+
+        LambdaQueryWrapper<AppTicket> wrapper = new LambdaQueryWrapper<AppTicket>()
+                .eq(AppTicket::getDeleted, 0)
+                .eq(AppTicket::getSubmitUserId, userId)
+                .eq(ObjectUtil.isNotNull(param.getWebsiteId()), AppTicket::getWebsiteId, param.getWebsiteId())
+                .eq(ObjectUtil.isNotEmpty(param.getStatus()), AppTicket::getStatus, param.getStatus())
+                .eq(ObjectUtil.isNotEmpty(param.getCategory()), AppTicket::getCategory, param.getCategory())
+                .and(ObjectUtil.isNotEmpty(param.getKeywords()), q ->
+                        q.like(AppTicket::getTitle, param.getKeywords())
+                         .or().like(AppTicket::getTicketNo, param.getKeywords()))
+                .orderByDesc(AppTicket::getCreateTime);
+
+        baseMapper.selectPage(page, wrapper);
+        return new PageResult<>(page.getRecords(), page.getTotal());
+    }
+
+    // ─── 技术端：查所有工单 ───────────────────────────────────────
+    @Override
+    public PageResult<AppTicket> allPage(AppTicketParam param) {
+        com.baomidou.mybatisplus.extension.plugins.pagination.Page<AppTicket> page =
+                new com.baomidou.mybatisplus.extension.plugins.pagination.Page<>(
+                        param.getPageNum() != null ? param.getPageNum() : 1,
+                        param.getPageSize() != null ? param.getPageSize() : 20);
+
+        LambdaQueryWrapper<AppTicket> wrapper = new LambdaQueryWrapper<AppTicket>()
+                .eq(AppTicket::getDeleted, 0)
+                .eq(ObjectUtil.isNotNull(param.getWebsiteId()), AppTicket::getWebsiteId, param.getWebsiteId())
+                .eq(ObjectUtil.isNotEmpty(param.getStatus()), AppTicket::getStatus, param.getStatus())
+                .eq(ObjectUtil.isNotEmpty(param.getCategory()), AppTicket::getCategory, param.getCategory())
+                .eq(ObjectUtil.isNotEmpty(param.getPriority()), AppTicket::getPriority, param.getPriority())
+                .and(ObjectUtil.isNotNull(param.getAssigneeId()) && param.getAssigneeId() == 0,
+                        q -> q.isNull(AppTicket::getAssigneeId))
+                .eq(ObjectUtil.isNotNull(param.getAssigneeId()) && param.getAssigneeId() > 0,
+                        AppTicket::getAssigneeId, param.getAssigneeId())
+                .and(ObjectUtil.isNotEmpty(param.getKeywords()), q ->
+                        q.like(AppTicket::getTitle, param.getKeywords())
+                         .or().like(AppTicket::getTicketNo, param.getKeywords()))
+                .orderByAsc(AppTicket::getStatus)   // pending 排前面
+                .orderByDesc(AppTicket::getCreateTime);
+
+        baseMapper.selectPage(page, wrapper);
+        return new PageResult<>(page.getRecords(), page.getTotal());
+    }
+
+    // ─── 提交工单（自动分配） ─────────────────────────────────────
+    @Override
+    @Transactional(rollbackFor = Exception.class)
+    public AppTicket submit(AppTicket ticket, Integer userId) {
+        // 补充提交人信息
+        ticket.setSubmitUserId(userId);
+        ticket.setTicketNo(generateTicketNo());
+        ticket.setStatus("pending");
+        ticket.setReplyCount(0);
+        ticket.setDeleted(0);
+        ticket.setCreateTime(LocalDateTime.now());
+        ticket.setUpdateTime(LocalDateTime.now());
+
+        // 从用户服务取昵称/头像冗余存储
+        try {
+            User user = userService.getById(userId);
+            if (user != null) {
+                ticket.setSubmitUserName(user.getNickname() != null ? user.getNickname() : user.getUsername());
+                ticket.setSubmitUserAvatar(user.getAvatar());
+            }
+        } catch (Exception e) {
+            log.warn("获取提交人信息失败", e);
+        }
+
+        // 自动分配：查找该应用的 admin/developer 成员，随机分配
+        autoAssign(ticket);
+
+        save(ticket);
+        return ticket;
+    }
+
+    /** 自动分配工单给应用的技术成员 */
+    private void autoAssign(AppTicket ticket) {
+        if (ticket.getWebsiteId() == null) return;
+        try {
+            List<AppUser> members = appUserService.list(
+                    new LambdaQueryWrapper<AppUser>()
+                            .eq(AppUser::getWebsiteId, ticket.getWebsiteId())
+                            .eq(AppUser::getStatus, 0)
+                            .in(AppUser::getRole, "admin", "developer", "owner"));
+            if (!members.isEmpty()) {
+                // 简单轮询：按工单数最少分配（此处随机）
+                AppUser assigned = members.get(new Random().nextInt(members.size()));
+                ticket.setAssigneeId(assigned.getUserId());
+                ticket.setAssigneeName(assigned.getNickname() != null ? assigned.getNickname() : assigned.getUsername());
+                ticket.setAssigneeAvatar(assigned.getAvatar());
+                ticket.setStatus("assigned");
+            }
+        } catch (Exception e) {
+            log.warn("自动分配工单失败，保持 pending 状态", e);
+        }
+    }
+
+    // ─── 更新状态 ─────────────────────────────────────────────────
+    @Override
+    public void updateStatus(Long ticketId, String status, Integer operatorId) {
+        LambdaUpdateWrapper<AppTicket> wrapper = new LambdaUpdateWrapper<AppTicket>()
+                .eq(AppTicket::getTicketId, ticketId)
+                .set(AppTicket::getStatus, status)
+                .set(AppTicket::getUpdateTime, LocalDateTime.now());
+        if ("resolved".equals(status)) {
+            wrapper.set(AppTicket::getResolvedTime, LocalDateTime.now());
+            // 如果没有分配人，自动将操作人设为处理人
+            AppTicket t = getById(ticketId);
+            if (t != null && t.getAssigneeId() == null) {
+                wrapper.set(AppTicket::getAssigneeId, operatorId);
+            }
+        }
+        update(wrapper);
+    }
+
+    // ─── 分配处理人 ───────────────────────────────────────────────
+    @Override
+    public void assign(Long ticketId, Integer assigneeId) {
+        User user = userService.getById(assigneeId);
+        LambdaUpdateWrapper<AppTicket> wrapper = new LambdaUpdateWrapper<AppTicket>()
+                .eq(AppTicket::getTicketId, ticketId)
+                .set(AppTicket::getAssigneeId, assigneeId)
+                .set(user != null, AppTicket::getAssigneeName,
+                        user != null ? (user.getNickname() != null ? user.getNickname() : user.getUsername()) : null)
+                .set(user != null, AppTicket::getAssigneeAvatar, user != null ? user.getAvatar() : null)
+                .set(AppTicket::getStatus, "assigned")
+                .set(AppTicket::getUpdateTime, LocalDateTime.now());
+        update(wrapper);
+    }
+
+    // ─── 用户关闭工单 ─────────────────────────────────────────────
+    @Override
+    public void closeByUser(Long ticketId, Integer userId) {
+        AppTicket ticket = getById(ticketId);
+        if (ticket == null || !ticket.getSubmitUserId().equals(userId)) {
+            throw new RuntimeException("无权操作该工单");
+        }
+        update(new LambdaUpdateWrapper<AppTicket>()
+                .eq(AppTicket::getTicketId, ticketId)
+                .set(AppTicket::getStatus, "closed")
+                .set(AppTicket::getClosedTime, LocalDateTime.now())
+                .set(AppTicket::getUpdateTime, LocalDateTime.now()));
+    }
+
+    // ─── 获取回复列表 ─────────────────────────────────────────────
+    @Override
+    public List<AppTicketReply> getReplies(Long ticketId) {
+        return replyMapper.selectList(
+                new LambdaQueryWrapper<AppTicketReply>()
+                        .eq(AppTicketReply::getTicketId, ticketId)
+                        .eq(AppTicketReply::getDeleted, 0)
+                        .orderByAsc(AppTicketReply::getCreateTime));
+    }
+
+    // ─── 添加回复 ─────────────────────────────────────────────────
+    @Override
+    @Transactional(rollbackFor = Exception.class)
+    public AppTicketReply addReply(AppTicketReply reply, Integer userId) {
+        reply.setUserId(userId);
+        reply.setDeleted(0);
+        reply.setCreateTime(LocalDateTime.now());
+
+        // 补充用户信息
+        try {
+            User user = userService.getById(userId);
+            if (user != null) {
+                reply.setUserName(user.getNickname() != null ? user.getNickname() : user.getUsername());
+                reply.setUserAvatar(user.getAvatar());
+            }
+        } catch (Exception e) {
+            log.warn("获取回复人信息失败", e);
+        }
+
+        // 判断是否是技术人员（该应用的 admin/developer/owner）
+        AppTicket ticket = getById(reply.getTicketId());
+        if (ticket != null) {
+            boolean isStaff = appUserService.count(new LambdaQueryWrapper<AppUser>()
+                    .eq(AppUser::getWebsiteId, ticket.getWebsiteId())
+                    .eq(AppUser::getUserId, userId)
+                    .in(AppUser::getRole, "owner", "admin", "developer")
+                    .eq(AppUser::getStatus, 0)) > 0;
+            reply.setIsStaff(isStaff ? 1 : 0);
+        } else {
+            reply.setIsStaff(0);
+        }
+
+        replyMapper.insert(reply);
+
+        // 更新工单回复数 & 更新时间
+        update(new LambdaUpdateWrapper<AppTicket>()
+                .eq(AppTicket::getTicketId, reply.getTicketId())
+                .setSql("reply_count = reply_count + 1")
+                .set(AppTicket::getUpdateTime, LocalDateTime.now())
+                // 若状态是 assigned，更新为 processing
+                .eq(AppTicket::getStatus, "assigned")
+                .set(AppTicket::getStatus, "processing"));
+
+        return reply;
+    }
+
+    // ─── 统计 ─────────────────────────────────────────────────────
+    @Override
+    public Map<String, Long> stats(Long websiteId, Integer userId) {
+        LambdaQueryWrapper<AppTicket> base = new LambdaQueryWrapper<AppTicket>()
+                .eq(AppTicket::getDeleted, 0)
+                .eq(ObjectUtil.isNotNull(websiteId), AppTicket::getWebsiteId, websiteId)
+                .eq(ObjectUtil.isNotNull(userId), AppTicket::getSubmitUserId, userId);
+
+        Map<String, Long> result = new HashMap<>();
+        result.put("total", count(base.clone()));
+        result.put("pending", count(base.clone().in(AppTicket::getStatus, "pending", "assigned")));
+        result.put("processing", count(base.clone().eq(AppTicket::getStatus, "processing")));
+        result.put("resolved", count(base.clone().eq(AppTicket::getStatus, "resolved")));
+        result.put("closed", count(base.clone().eq(AppTicket::getStatus, "closed")));
+        return result;
+    }
+
+    // ─── 获取技术人员列表 ─────────────────────────────────────────
+    @Override
+    public List<Map<String, Object>> getTechStaffList() {
+        List<AppUser> members = appUserService.list(
+                new LambdaQueryWrapper<AppUser>()
+                        .eq(AppUser::getStatus, 0)
+                        .in(AppUser::getRole, "owner", "admin", "developer")
+                        .select(AppUser::getUserId, AppUser::getNickname, AppUser::getAvatar));
+
+        // 去重（一个用户可能在多个应用里）
+        Map<Integer, AppUser> dedupMap = new LinkedHashMap<>();
+        for (AppUser m : members) {
+            dedupMap.put(m.getUserId(), m);
+        }
+
+        return dedupMap.values().stream().map(m -> {
+            Map<String, Object> map = new HashMap<>();
+            map.put("userId", m.getUserId());
+            map.put("nickname", m.getNickname() != null ? m.getNickname() : "用户" + m.getUserId());
+            map.put("avatar", m.getAvatar());
+            return map;
+        }).collect(Collectors.toList());
+    }
+}