website/website/app/Http/Controllers/Admin/TicketController.php

<?php

declare(strict_types=1);

namespace App\Http\Controllers\Admin;

use App\Http\Controllers\Controller;
use App\Models\AuditLog;
use App\Models\SupportTicket;
use App\Models\TicketReply;
use App\Notifications\TicketStaffReplyNotification;
use App\Notifications\TicketStatusChangedNotification;
use Illuminate\Http\RedirectResponse;
use Illuminate\Http\Request;
use Inertia\Inertia;
use Inertia\Response;

class TicketController extends Controller
{
    public function index(Request $request): Response
    {
        $query = SupportTicket::query()
            ->with('user:id,name,email');

        if ($search = $request->input('search')) {
            $query->where(function ($q) use ($search): void {
                $q->where('subject', 'like', "%{$search}%")
                    ->orWhereHas('user', function ($uq) use ($search): void {
                        $uq->where('name', 'like', "%{$search}%")
                            ->orWhere('email', 'like', "%{$search}%");
                    });
            });
        }

        if ($status = $request->input('status')) {
            $query->where('status', $status);
        }

        if ($priority = $request->input('priority')) {
            $query->where('priority', $priority);
        }

        if ($department = $request->input('department')) {
            $query->where('department', $department);
        }

        $tickets = $query->latest('updated_at')
            ->paginate(25)
            ->withQueryString();

        return Inertia::render('Admin/Tickets/Index', [
            'tickets' => $tickets,
            'filters' => [
                'search' => $request->input('search', ''),
                'status' => $request->input('status', ''),
                'priority' => $request->input('priority', ''),
                'department' => $request->input('department', ''),
            ],
        ]);
    }

    public function show(SupportTicket $ticket): Response
    {
        $ticket->load([
            'replies.user:id,name,email',
            'user:id,name,email,status,company',
        ]);

        return Inertia::render('Admin/Tickets/Show', [
            'ticket' => $ticket,
        ]);
    }

    public function reply(Request $request, SupportTicket $ticket): RedirectResponse
    {
        $validated = $request->validate([
            'body' => ['required', 'string', 'max:5000'],
            'status' => ['nullable', 'in:open,in_progress,waiting,closed'],
        ]);

        $reply = TicketReply::query()->create([
            'ticket_id' => $ticket->id,
            'user_id' => $request->user()->id,
            'body' => $validated['body'],
            'is_staff_reply' => true,
        ]);

        $updateData = ['last_reply_at' => now()];

        if (! empty($validated['status'])) {
            $updateData['status'] = $validated['status'];
        }

        $ticket->update($updateData);

        // Notify the customer about the staff reply
        $ticket->user?->notify(new TicketStaffReplyNotification($ticket, $reply));

        AuditLog::query()->create([
            'user_id' => $ticket->user_id,
            'admin_id' => $request->user()->id,
            'action' => 'reply_ticket',
            'resource_type' => 'support_ticket',
            'resource_id' => $ticket->id,
            'ip_address' => $request->ip(),
            'user_agent' => $request->userAgent(),
        ]);

        return redirect()->back()->with('success', 'Reply sent successfully.');
    }

    public function updateStatus(Request $request, SupportTicket $ticket): RedirectResponse
    {
        $validated = $request->validate([
            'status' => ['required', 'in:open,in_progress,waiting,closed'],
        ]);

        $oldStatus = $ticket->status;

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

        // Notify the customer about the status change
        $ticket->user?->notify(new TicketStatusChangedNotification($ticket, $oldStatus, $validated['status']));

        AuditLog::query()->create([
            'user_id' => $ticket->user_id,
            'admin_id' => $request->user()->id,
            'action' => 'update_ticket_status',
            'resource_type' => 'support_ticket',
            'resource_id' => $ticket->id,
            'ip_address' => $request->ip(),
            'user_agent' => $request->userAgent(),
            'details' => json_encode(['status' => $validated['status']]),
        ]);

        return redirect()->back()->with('success', 'Ticket status updated.');
    }
}