/* portal/css/tickets.css — 用户门户工单（Zendesk 风格） */

/* ═══ 徽章 ═══ */
.ptk-badge{display:inline-flex;align-items:center;gap:5px;padding:2px 10px;border-radius:20px;font-size:11px;font-weight:600;line-height:1.7}
.ptk-badge .dot{width:6px;height:6px;border-radius:50%;background:currentColor}
.ptk-st-open{background:rgba(34,211,238,.12);color:var(--cyan)}
.ptk-st-pending{background:rgba(251,191,36,.12);color:var(--yellow)}
.ptk-st-resolved{background:rgba(16,185,129,.12);color:var(--green)}
.ptk-st-closed{background:rgba(148,163,184,.12);color:#94a3b8}
.ptk-pr-urgent{background:rgba(248,113,113,.14);color:var(--red)}
.ptk-pr-high{background:rgba(251,146,60,.14);color:var(--orange)}
.ptk-pr-normal{background:rgba(148,163,184,.10);color:#94a3b8}
.ptk-pr-low{background:rgba(148,163,184,.08);color:#64748b}

/* ═══ 列表页 ═══ */
.ptk-list{display:grid;grid-template-columns:1fr;gap:8px}
@media(min-width:760px){.ptk-list{grid-template-columns:1fr 1fr}}

/* 统计条 */
.ticket-stats{display:flex;gap:10px;margin-bottom:16px;flex-wrap:wrap}
.ptk-stat-card{flex:1;min-width:110px;background:var(--surface);border:1px solid var(--border);border-radius:10px;padding:11px 14px;display:flex;align-items:center;gap:10px;position:relative;overflow:hidden}
.ptk-stat-card::before{content:'';position:absolute;left:0;top:0;bottom:0;width:3px;border-radius:0 2px 2px 0}
.ptk-stat-card.s-open::before{background:var(--cyan)}
.ptk-stat-card.s-pending::before{background:var(--yellow)}
.ptk-stat-card.s-resolved::before{background:var(--green)}
.ptk-stat-card.s-closed::before{background:#94a3b8}
.ptk-stat-card .num{font-size:19px;font-weight:700;line-height:1.1}
.ptk-stat-card .lbl{font-size:11px;color:var(--text3);margin-top:1px}

/* 工单卡片 */
.ptk-card{background:var(--surface);border:1px solid var(--border);border-radius:10px;padding:14px 16px;cursor:pointer;transition:all .15s;display:block;width:100%;text-align:left;position:relative;overflow:hidden}
.ptk-card::before{content:'';position:absolute;left:0;top:0;bottom:0;width:3px;transition:width .15s}
.ptk-card.st-open::before{background:var(--cyan)}
.ptk-card.st-pending::before{background:var(--yellow)}
.ptk-card.st-resolved::before{background:var(--green)}
.ptk-card.st-closed::before{background:#94a3b8}
.ptk-card:hover{border-color:var(--border2);transform:translateY(-1px);box-shadow:0 4px 14px rgba(0,0,0,.25)}
.ptk-card:hover::before{width:5px}
.ptk-card-top{display:flex;justify-content:space-between;align-items:center;margin-bottom:5px}
.ptk-no{font-family:ui-monospace,'Apple Color Emoji','Segoe UI Emoji','Segoe UI Symbol','Noto Color Emoji',monospace;font-size:11px;color:var(--text3);letter-spacing:.3px}
.ptk-subject{font-size:14px;font-weight:600;margin-bottom:6px;color:var(--G);overflow:hidden;text-overflow:ellipsis;white-space:nowrap}
.ptk-meta{display:flex;align-items:center;gap:10px;font-size:11.5px;color:var(--text3);flex-wrap:wrap}
.ptk-meta .sep{opacity:.4}

/* 空状态 */
.ptk-empty{text-align:center;padding:60px 20px;color:var(--text3)}
.ptk-empty .ic{margin-bottom:12px}
.ptk-empty .btn{margin-top:16px;width:auto;display:inline-block;padding:9px 20px}

/* ═══ 详情页（全屏聊天布局） ═══ */
.ptk-detail{display:flex;flex-direction:column;height:calc(100vh - 160px);max-width:100%}

/* 紧凑头部（固定不滚动） */
.ptk-detail-head{background:var(--surface);border:1px solid var(--border);border-radius:12px;padding:14px 16px;margin-bottom:0;flex-shrink:0}
.ptk-head-row{display:flex;align-items:center;gap:8px;flex-wrap:wrap;margin-bottom:8px}
.ptk-head-row .no{font-family:ui-monospace,'Apple Color Emoji','Segoe UI Emoji','Segoe UI Symbol','Noto Color Emoji',monospace;font-size:11px;color:var(--text3);background:var(--bg2);border:1px solid var(--border);padding:2px 8px;border-radius:6px}
.ptk-head-row .cat-tag{font-size:11.5px;color:var(--text3);display:inline-flex;align-items:center;gap:4px}
.ptk-head-row .cat-tag svg{width:13px;height:13px}
.ptk-head-subject{font-size:15px;font-weight:700;letter-spacing:-.2px;margin-bottom:6px;line-height:1.4}
.ptk-head-meta{display:flex;gap:12px;flex-wrap:wrap;font-size:11px;color:var(--text3)}
.ptk-head-meta span{display:inline-flex;align-items:center;gap:3px}
.ptk-desc-collapse{margin-top:8px;border-top:1px solid var(--border);padding-top:8px}
.ptk-desc-collapse summary{font-size:12px;color:var(--text3);cursor:pointer;user-select:none;list-style:none}
.ptk-desc-collapse summary::before{content:'▸ ';font-size:10px}
.ptk-desc-collapse[open] summary::before{content:'▾ '}
.ptk-desc-collapse[open] summary{margin-bottom:6px}
.ptk-desc-collapse .ptk-desc-body{color:var(--text2);white-space:pre-wrap;line-height:1.6;font-size:13px;background:var(--bg2);border-radius:8px;padding:10px 12px}

/* 时间线（可滚动区域） */
.ptk-timeline{display:flex;flex-direction:column;gap:14px;flex:1;overflow-y:auto;padding:14px 0;min-height:0}
.ptk-msg{display:flex;gap:10px;max-width:72%;margin-left:auto;flex-direction:row-reverse}
.ptk-msg.admin{margin-left:0;flex-direction:row}
.ptk-msg .avatar{width:32px;height:32px;border-radius:50%;background:var(--surface4);display:flex;align-items:center;justify-content:center;font-size:12px;font-weight:700;color:var(--text2);flex-shrink:0}
.ptk-msg.admin .avatar{background:var(--accent-dim);color:var(--accent2)}
.ptk-msg .bubble{background:var(--surface);border:1px solid var(--border);border-radius:12px;padding:11px 15px;min-width:0}
.ptk-msg.admin .bubble{background:var(--accent-dim);border-color:rgba(124,108,240,.2)}
.ptk-msg .bubble-head{display:flex;align-items:center;gap:8px;margin-bottom:5px;font-size:11px;color:var(--text3)}
.ptk-msg .bubble-head .name{font-weight:600;color:var(--text2)}
.ptk-msg .bubble-body{white-space:pre-wrap;line-height:1.65;font-size:13.5px;color:var(--G);word-break:break-word}

/* 回复框（固定底部不滚动） */
.ptk-composer{background:var(--surface);border:1px solid var(--border2);border-radius:12px;padding:14px;flex-shrink:0}
.ptk-composer textarea{width:100%;background:transparent;border:none;outline:none;color:var(--G);font-size:14px;resize:vertical;min-height:70px;font-family:inherit;line-height:1.5}
.ptk-composer textarea::placeholder{color:var(--text3)}
.ptk-composer-bar{display:flex;justify-content:flex-end;align-items:center;gap:8px;margin-top:8px}
.ptk-composer .btn{width:auto;padding:9px 22px;font-size:13px}
.ptk-closed-banner{display:flex;align-items:center;gap:8px;padding:14px 18px;background:var(--surface);border:1px solid var(--border2);border-radius:12px;color:var(--text3);font-size:13px;margin-top:14px}

/* 评分区 */
.ptk-rating-card{background:var(--surface);border:1px solid var(--border);border-radius:12px;padding:18px;margin-bottom:18px}
.ptk-rating-card h3{font-size:13px;font-weight:600;margin-bottom:10px;color:var(--text2)}
.ptk-stars{font-size:26px;cursor:pointer;letter-spacing:4px;display:flex;gap:2px}
.ptk-stars .star{color:var(--yellow);transition:transform .12s,opacity .12s;opacity:.22}
.ptk-stars .star:hover{transform:scale(1.15)}
.ptk-stars .star.on{opacity:1}
.ptk-stars .star.off{opacity:.22}
.ptk-rating-card textarea{width:100%;margin-top:12px;background:var(--bg2);border:1px solid var(--border2);border-radius:8px;padding:9px 12px;color:var(--G);font-size:13px;resize:vertical;font-family:inherit;outline:none}
.ptk-rating-card textarea:focus{border-color:var(--accent)}
.ptk-rating-card .btn{margin-top:10px;width:auto;padding:8px 20px;font-size:13px}
.ptk-rating-done{display:flex;align-items:center;gap:8px;font-size:15px}
.ptk-rating-done .stars{color:var(--yellow);letter-spacing:2px}

/* 提交页表单 */
.ptk-form{max-width:640px}
.ptk-form-card{background:var(--surface);border:1px solid var(--border);border-radius:14px;padding:24px}
.ptk-form-card .fgroup{margin-bottom:18px}
.ptk-form-card label{display:block;font-size:12.5px;font-weight:600;color:var(--text2);margin-bottom:7px}
.ptk-form-card label .req{color:var(--red);margin-left:2px}
.ptk-form-card input,.ptk-form-card select,.ptk-form-card textarea{width:100%;background:var(--bg2);border:1px solid var(--border2);border-radius:8px;padding:9px 12px;color:var(--G);font-size:13.5px;outline:none;font-family:inherit;transition:border-color .15s,box-shadow .15s}
.ptk-form-card input:focus,.ptk-form-card select:focus,.ptk-form-card textarea:focus{border-color:var(--accent);box-shadow:0 0 0 3px rgba(124,108,240,.12)}
.ptk-form-card textarea{resize:vertical;line-height:1.55}
.ptk-form-card .hint{font-size:11px;color:var(--text3);margin-top:5px}
.ptk-form-card .btn{width:100%;padding:11px;font-size:14px;font-weight:600;border-radius:9px}
/* 分类选择卡片 */
.ptk-cats{display:grid;grid-template-columns:repeat(auto-fill,minmax(120px,1fr));gap:8px;margin-bottom:18px}
.ptk-cat{border:1.5px solid var(--border2);border-radius:10px;padding:12px 8px;text-align:center;cursor:pointer;transition:all .15s;background:var(--bg2)}
.ptk-cat:hover{border-color:var(--border3);transform:translateY(-1px)}
.ptk-cat .ic{display:block;margin-bottom:5px}
.ptk-cat .ic svg{width:22px;height:22px}
.ptk-cat .nm{font-size:12px;font-weight:600;color:var(--text2)}
.ptk-cat.selected{border-color:var(--accent);background:var(--accent-dim);box-shadow:0 0 0 1px var(--accent)}
.ptk-cat.selected .nm{color:var(--accent2)}

/* 工单 SVG 图标 */
.tk-ic{display:inline-flex;align-items:center;justify-content:center;vertical-align:middle;flex-shrink:0}
.tk-ic svg{width:1em;height:1em}
.ptk-empty .tk-ic svg{width:48px;height:48px;opacity:.4}
.ptk-meta .tk-ic svg{width:14px;height:14px;color:var(--text3)}

/* ═══ 引用气泡（消息内） ═══ */
.ptk-quote{display:flex;flex-direction:column;gap:2px;padding:6px 10px;margin-bottom:6px;border-left:3px solid var(--accent);background:var(--bg2);border-radius:0 6px 6px 0;cursor:pointer;transition:background .15s}
.ptk-quote:hover{background:var(--accent-dim)}
.ptk-quote-author{font-size:11px;font-weight:600;color:var(--accent2)}
.ptk-quote-text{font-size:11.5px;color:var(--text3);white-space:nowrap;overflow:hidden;text-overflow:ellipsis;max-width:280px}

/* 引用预览区（回复框上方） */
.ptk-quote-preview{margin-bottom:8px}
.ptk-quote-preview-inner{display:flex;align-items:center;gap:8px;padding:6px 10px;background:var(--bg2);border-left:3px solid var(--accent);border-radius:0 6px 6px 0;font-size:12px}
.ptk-quote-preview-author{font-weight:600;color:var(--accent2);flex-shrink:0}
.ptk-quote-preview-text{color:var(--text3);white-space:nowrap;overflow:hidden;text-overflow:ellipsis;flex:1}
.ptk-quote-cancel{background:none;border:none;color:var(--text3);cursor:pointer;font-size:14px;padding:0 4px;flex-shrink:0}
.ptk-quote-cancel:hover{color:var(--red)}

/* 引用按钮 */
.ptk-msg-actions{margin-top:4px}
.ptk-quote-btn{background:none;border:none;color:var(--text3);font-size:11px;cursor:pointer;padding:2px 6px;border-radius:4px;transition:all .15s}
.ptk-quote-btn:hover{background:var(--bg2);color:var(--accent2)}

/* ═══ 附件图片 ═══ */
.ptk-att-grid{display:flex;flex-wrap:wrap;gap:6px;margin-top:8px}
.ptk-att-img{width:120px;height:120px;object-fit:cover;border-radius:8px;cursor:pointer;border:1px solid var(--border);transition:transform .15s}
.ptk-att-img:hover{transform:scale(1.03)}

/* 上传按钮 */
.ptk-upload-btn{display:inline-flex;align-items:center;gap:5px;padding:6px 12px;border-radius:7px;border:1px solid var(--border2);background:var(--surface);color:var(--text2);font-size:12px;cursor:pointer;transition:all .15s}
.ptk-upload-btn:hover{border-color:var(--accent);color:var(--accent2)}
.ptk-upload-btn svg{flex-shrink:0}

/* 上传预览 */
.ptk-upload-preview{display:flex;flex-wrap:wrap;gap:6px;margin-bottom:8px}
.ptk-upload-thumb-wrap{position:relative;width:72px;height:72px}
.ptk-upload-thumb{width:72px;height:72px;object-fit:cover;border-radius:6px;border:1px solid var(--border);cursor:pointer}
.ptk-upload-thumb-rm{position:absolute;top:-6px;right:-6px;width:18px;height:18px;border-radius:50%;background:var(--red);color:#fff;border:none;font-size:10px;cursor:pointer;display:flex;align-items:center;justify-content:center;line-height:1}
.ptk-upload-thumb-rm:hover{opacity:.85}