portal-api/app/Http/Controllers/Api/Admin/Ticket/TicketController.php

<?php

namespace App\Http\Controllers\Api\Admin\Ticket;

use App\Exports\BrandedReportWriter;
use App\Exports\TicketsExport;
use App\Http\Controllers\Controller;
use App\Events\TicketReplyCreated;
use App\Http\Resources\Api\Ticket\TicketResource;
use App\Http\Resources\Api\Ticket\TicketReplyResource;
use App\Models\Notification;
use App\Models\Ticket;
use App\Repositories\TicketReply\TicketReplyRepositoryInterface;
use App\Support\TicketGallery;
use Illuminate\Database\Eloquent\Builder;
use Illuminate\Http\Request;
use Symfony\Component\HttpFoundation\BinaryFileResponse;

class TicketController extends Controller
{
    public function __construct(
        protected TicketReplyRepositoryInterface $ticketReplyRepository,
    ) {}

    private const FILTER_RULES = [
        'status'      => ['nullable', 'array'],
        'status.*'    => ['string', 'in:open,pending,resolved,closed'],
        'room'        => ['nullable', 'string', 'max:50'],
        'customer_id' => ['nullable', 'integer'],
        'date_from'   => ['nullable', 'date'],
        'date_to'     => ['nullable', 'date'],
        'search'      => ['nullable', 'string', 'max:255'],
    ];

    public function index(Request $request)
    {
        $query = $this->filteredQuery($request->validate(self::FILTER_RULES))->with(['customer']);

        $paginated = $query->paginate($request->input('per_page', 15));

        return response()->json([
            'error' => false,
            'data'  => [
                'items'        => TicketResource::collection($paginated->items()),
                'total'        => $paginated->total(),
                'per_page'     => $paginated->perPage(),
                'current_page' => $paginated->currentPage(),
                'last_page'    => $paginated->lastPage(),
            ],
        ]);
    }

    /**
     * Show a ticket with its replies and customer info.
     */
    public function export(Request $request, BrandedReportWriter $writer): BinaryFileResponse
    {
        $filters = $request->validate(self::FILTER_RULES + ['filter' => ['nullable', 'string', 'max:255']]);
        $filters['search'] ??= $filters['filter'] ?? null;

        $query = $this->filteredQuery($filters)->with(['customer'])->withCount('reply');

        return $writer->download(new TicketsExport($query), 'ticket-' . now()->format('Y-m-d-His') . '.xlsx');
    }

    private function filteredQuery(array $filters): Builder
    {
        return Ticket::query()
            ->latest('id')
            ->when($filters['status'] ?? null, fn ($q, $status) => $q->whereIn('status', $status))
            ->when($filters['room'] ?? null, fn ($q, $room) => $q->where('room', $room))
            ->when($filters['customer_id'] ?? null, fn ($q, $id) => $q->where('customer_id', $id))
            ->when($filters['date_from'] ?? null, fn ($q, $from) => $q->whereDate('created_at', '>=', $from))
            ->when($filters['date_to'] ?? null, fn ($q, $to) => $q->whereDate('created_at', '<=', $to))
            ->when($filters['search'] ?? null, function ($q, $search) {
                $keyword = '%' . addcslashes($search, '%_\\') . '%';
                $q->where(fn ($q) => $q->where('subject', 'like', $keyword)->orWhere('ticket_num', 'like', $keyword));
            });
    }

    public function pendingCount()
    {
        return response()->json([
            'error' => false,
            'data'  => ['count' => Ticket::whereIn('status', Ticket::UNRESOLVED_STATUSES)->count()],
        ]);
    }

    public function show(string $ticket_num)
    {
        $ticket = Ticket::query()
            ->with(['reply.user', 'customer'])
            ->where('ticket_num', $ticket_num)
            ->first();

        if (!$ticket) {
            return response()->json([
                'error'   => true,
                'message' => 'Ticket không tồn tại.',
            ], 404);
        }

        return response()->json([
            'error' => false,
            'data'  => [...(new TicketResource($ticket))->resolve(), 'status_history' => $ticket->statusHistory()],
        ]);
    }

    /**
     * Update ticket status.
     */
    public function updateStatus(Request $request, string $ticket_num)
    {
        $request->validate([
            'status' => ['required', 'string', 'in:open,pending,resolved,closed'],
        ]);

        $ticket = Ticket::query()->where('ticket_num', $ticket_num)->first();

        if (!$ticket) {
            return response()->json([
                'error'   => true,
                'message' => 'Ticket không tồn tại.',
            ], 404);
        }

        $ticket->update(['status' => $request->input('status')]);

        return response()->json([
            'error'   => false,
            'message' => 'Trạng thái ticket đã được cập nhật.',
            'data'    => new TicketResource($ticket->fresh()),
        ]);
    }

    /**
     * Admin replies to a ticket.
     */
    public function reply(Request $request, string $ticket_num)
    {
        $request->validate([
            'message' => ['required', 'string'],
        ]);

        $admin = auth('admin')->user();

        $ticket = Ticket::query()->where('ticket_num', $ticket_num)->first();

        if (!$ticket) {
            return response()->json([
                'error'   => true,
                'message' => 'Ticket không tồn tại.',
            ], 404);
        }

        $reply = $this->ticketReplyRepository->create([
            'ticket_id'   => $ticket->id,
            'user_id'     => $admin->id,
            'message'     => $request->input('message'),
            'customer_id' => $ticket->customer_id,
        ]);

        Notification::notifyCustomer($ticket->customer, [
            'type' => 'ticket_reply',
            'title' => 'Admin vừa phản hồi ticket của bạn',
            'body' => $ticket->ticket_num . ' - ' . $ticket->subject,
            'link' => '/tickets/' . $ticket->ticket_num,
            'data' => [
                'ticket_num' => $ticket->ticket_num,
                'reply_id' => $reply->id,
            ],
        ]);

        // Update ticket status to pending after admin reply
        if ($ticket->status === 'open') {
            $ticket->update(['status' => 'pending']);
        }

        $reply->load('user');

        broadcast(new TicketReplyCreated(
            ticketNum: $ticket->ticket_num,
            customerId: $ticket->customer_id,
            replyId: $reply->id,
        ));

        return response()->json([
            'error'   => false,
            'message' => 'Phản hồi đã được gửi.',
            'data'    => new TicketReplyResource($reply),
        ], 201);
    }

    public function image(string $ticket, int $index)
    {
        return TicketGallery::response(Ticket::where('ticket_num', $ticket)->firstOrFail(), $index);
    }
}