feat: harden admin auth and ticket workflows

- add rotating admin refresh tokens and password gates\n- expand ticket galleries, exports, and client resources\n- improve IP allocation auditing and dashboard data\n- enforce encrypted client access tokens on public routes

app/Models/Ticket.php

@@ -5,11 +5,32 @@ namespace App\Models;
 use App\Traits\LogsActivity;
 use Illuminate\Database\Eloquent\Factories\HasFactory;
 use Illuminate\Database\Eloquent\Model;
+use Illuminate\Support\Collection;
 
 class Ticket extends Model
 {
     use HasFactory, LogsActivity;
 
+    public const UNRESOLVED_STATUSES = ['open', 'pending'];
+
+    public const STATUS_LABELS = [
+        'open'     => 'Mở',
+        'pending'  => 'Đang xử lý',
+        'resolved' => 'Đã giải quyết',
+        'closed'   => 'Đã đóng',
+    ];
+
+    public const PRIORITY_LABELS = [
+        'low'    => 'Thấp',
+        'medium' => 'Trung bình',
+        'high'   => 'Cao',
+    ];
+
+    public const ROOM_LABELS = [
+        'technical' => 'Kỹ thuật',
+        'sales'     => 'Bán hàng',
+    ];
+
     protected $table = 'ticket';
 
     protected $fillable = [
@@ -28,6 +49,39 @@ class Ticket extends Model
         'gallery' => 'array',
     ];
 
+    public function priority(): ?string
+    {
+        $data = is_string($this->data) ? json_decode($this->data, true) : $this->data;
+
+        return is_array($data) ? ($data['priority'] ?? null) : null;
+    }
+
+    /**
+     * @return Collection<int, array{from: ?string, to: string, causer_type: ?string, causer_name: ?string, created_at: mixed}>
+     */
+    public function statusHistory(): Collection
+    {
+        return ActivityLog::query()
+            ->where('subject_type', self::class)
+            ->where('subject_id', $this->id)
+            ->whereIn('event', ['created', 'updated'])
+            ->whereNotNull('new_values->status')
+            ->latest('id')
+            ->get(['old_values', 'new_values', 'causer_type', 'causer_name', 'created_at'])
+            ->map(fn (ActivityLog $log) => [
+                'from'        => $log->old_values['status'] ?? null,
+                'to'          => $log->new_values['status'],
+                'causer_type' => $log->causer_type,
+                'causer_name' => $log->causer_name,
+                'created_at'  => $log->created_at,
+            ]);
+    }
+
+    public function roomLabel(): ?string
+    {
+        return $this->room ? (self::ROOM_LABELS[$this->room] ?? $this->room) : null;
+    }
+
     public function customer()
     {
         return $this->belongsTo(\App\Models\Customer::class);