www：新增问题反馈功能；dashboard：适配问题反馈功能，可以在后台系统和用户沟通

dashboard/backend/src/routes/index.ts

@@ -22,6 +22,7 @@ import {
   wwwI18nRouter,
   wwwContactRouter,
   wwwPageSeoRouter,
+  wwwSupportFeedbackRouter,
 } from './www/index.js';
 
 const routes: Router[] = [
@@ -51,6 +52,7 @@ const routes: Router[] = [
   wwwI18nRouter,
   wwwContactRouter,
   wwwPageSeoRouter,
+  wwwSupportFeedbackRouter,
 ];
 
 export default routes;

dashboard/backend/src/routes/site.ts

@@ -1,5 +1,9 @@
 import { Router, type Request, type Response } from 'express';
 import { eq, and, desc, count, like, isNull, inArray } from 'drizzle-orm';
+import multer from 'multer';
+import path from 'path';
+import fs from 'fs';
+import crypto from 'crypto';
 import { db } from '../config/database.js';
 import {
   wwwSiteSettings,
@@ -24,16 +28,23 @@ import {
   wwwFormSettings,
   wwwFormFields,
   wwwFormSubmissions,
+  wwwSupportFeedbacks,
 } from '../schemas/index.js';
 import logger from '../config/logger.js';
 import { ApiResponse } from '../utils/response.js';
+import {
+  getFeedbackByNo,
+  verifyFeedbackEmail,
+  listFeedbackMessagesForDisplay,
+  insertUserMessage,
+} from '../services/supportFeedbackMessages.js';
 
 /**
  * 官网前台公开只读接口（供 Nuxt 官网消费）
  *
  * 与 dashboard 管理端接口（/api/www/*，需 JWT 鉴权）完全隔离：
  * - 无需登录，公开访问
- * - 仅提供 GET 只读能力
+ * - 以 GET 只读为主，另含联系表单 / 问题反馈等公开提交接口
  * - 仅返回对前台可见的内容（is_visible=1、已发布等）
  */
 const router = Router();
@@ -384,4 +395,250 @@ router.post('/api/site/contact/submit', async (req: Request, res: Response) => {
   }
 });
 
+// ===== 问题反馈：日志上传存储（公开） =====
+const FEEDBACK_LOG_DIR = path.resolve(process.cwd(), 'uploads/support-logs');
+const feedbackUpload = multer({
+  storage: multer.diskStorage({
+    destination: (_req, _file, cb) => {
+      fs.mkdirSync(FEEDBACK_LOG_DIR, { recursive: true });
+      cb(null, FEEDBACK_LOG_DIR);
+    },
+    filename: (_req, file, cb) => {
+      const ext = path.extname(file.originalname).slice(0, 20);
+      cb(null, `${Date.now()}-${Math.random().toString(36).slice(2, 8)}${ext}`);
+    },
+  }),
+  limits: { fileSize: 20 * 1024 * 1024 }, // 20MB
+});
+
+const FEEDBACK_EMAIL_RE = /^[^\s@]+@[^\s@]+\.[^\s@]+$/;
+const FEEDBACK_NO_RE = /^FB\d{8}[0-9A-Z]{6}$/;
+
+function formatFeedbackNoDate(d: Date): string {
+  const y = d.getFullYear();
+  const m = String(d.getMonth() + 1).padStart(2, '0');
+  const day = String(d.getDate()).padStart(2, '0');
+  return `${y}${m}${day}`;
+}
+
+function generateFeedbackNo(): string {
+  const rand = crypto.randomBytes(3).toString('hex').toUpperCase();
+  return `FB${formatFeedbackNoDate(new Date())}${rand}`;
+}
+
+const feedbackSelectFields = {
+  id: wwwSupportFeedbacks.id,
+  feedbackNo: wwwSupportFeedbacks.feedbackNo,
+  productId: wwwSupportFeedbacks.productId,
+  productNameZh: wwwSupportFeedbacks.productNameZh,
+  productNameEn: wwwSupportFeedbacks.productNameEn,
+  description: wwwSupportFeedbacks.description,
+  status: wwwSupportFeedbacks.status,
+  logFileName: wwwSupportFeedbacks.logFileName,
+  logFilePath: wwwSupportFeedbacks.logFilePath,
+  logFileSize: wwwSupportFeedbacks.logFileSize,
+  createdAt: wwwSupportFeedbacks.createdAt,
+};
+
+// ===== 问题反馈：提交（公开，multipart/form-data） =====
+// POST /api/site/support/feedback
+// fields: product_id / description / email / log_file（可选）
+router.post('/api/site/support/feedback', feedbackUpload.single('log_file'), async (req: Request, res: Response) => {
+  try {
+    const b = req.body;
+    const productId = Number(b.product_id);
+    const description = String(b.description ?? '').trim();
+    const email = String(b.email ?? '').trim().slice(0, 100);
+
+    if (!Number.isInteger(productId) || productId <= 0) {
+      res.json(ApiResponse.error('请选择型号'));
+      return;
+    }
+    if (!description || description.length > 2000) {
+      res.json(ApiResponse.error('问题描述长度需在 1-2000 字之间'));
+      return;
+    }
+    if (!FEEDBACK_EMAIL_RE.test(email)) {
+      res.json(ApiResponse.error('请输入有效的邮箱地址'));
+      return;
+    }
+
+    // 型号必须为产品列表中可见的产品
+    const [product] = await db.select().from(wwwProducts)
+      .where(and(eq(wwwProducts.id, productId), eq(wwwProducts.isVisible, 1)));
+    if (!product) {
+      res.json(ApiResponse.error('所选型号不存在'));
+      return;
+    }
+
+    // 防滥用：同一 IP 60 秒冷却
+    const ip = (req.headers['x-forwarded-for'] as string | undefined)?.split(',')[0]?.trim() || req.ip || '';
+    if (ip) {
+      const [last] = await db.select().from(wwwSupportFeedbacks)
+        .where(eq(wwwSupportFeedbacks.visitorIp, ip))
+        .orderBy(desc(wwwSupportFeedbacks.createdAt))
+        .limit(1);
+      if (last) {
+        const elapsed = (Date.now() - new Date(last.createdAt).getTime()) / 1000;
+        if (elapsed < 60) {
+          if (req.file) fs.unlink(req.file.path, () => {});
+          res.json(ApiResponse.error(`提交过于频繁，请 ${Math.ceil(60 - elapsed)} 秒后再试`));
+          return;
+        }
+      }
+    }
+
+    const file = req.file;
+
+    // 生成唯一反馈编号（冲突时重试）
+    let feedbackNo = generateFeedbackNo();
+    for (let attempt = 0; attempt < 5; attempt++) {
+      try {
+        await db.insert(wwwSupportFeedbacks).values({
+          feedbackNo,
+          productId,
+          productNameZh: product.nameZh,
+          productNameEn: product.nameEn,
+          description,
+          email,
+          logFilePath: file ? `/uploads/support-logs/${path.basename(file.path)}` : '',
+          logFileName: file ? file.originalname.slice(0, 255) : '',
+          logFileSize: file ? file.size : 0,
+          visitorIp: ip,
+        });
+        break;
+      } catch (insertErr: unknown) {
+        const msg = insertErr instanceof Error ? insertErr.message : String(insertErr);
+        if (msg.includes('Duplicate') && msg.includes('feedback_no') && attempt < 4) {
+          feedbackNo = generateFeedbackNo();
+          continue;
+        }
+        throw insertErr;
+      }
+    }
+
+    res.json(ApiResponse.success({ feedback_no: feedbackNo }, '反馈提交成功'));
+  } catch (e: unknown) {
+    if (e instanceof multer.MulterError && e.code === 'LIMIT_FILE_SIZE') {
+      res.json(ApiResponse.error('日志文件大小不能超过 20MB'));
+      return;
+    }
+    logger.error(`[site/support/feedback] POST error: ${e instanceof Error ? e.message : e}`);
+    res.json(ApiResponse.error('提交失败，请稍后重试'));
+  }
+});
+
+// ===== 问题反馈：按邮箱或编号查询（公开） =====
+// GET /api/site/support/feedbacks?email=xxx
+// GET /api/site/support/feedbacks?feedback_no=FB20260818A3F2B1
+router.get('/api/site/support/feedbacks', async (req: Request, res: Response) => {
+  try {
+    const email = String(req.query.email ?? '').trim();
+    const feedbackNo = String(req.query.feedback_no ?? '').trim().toUpperCase();
+
+    if (!email && !feedbackNo) {
+      res.json(ApiResponse.error('请提供 email 或 feedback_no 参数'));
+      return;
+    }
+    if (email && feedbackNo) {
+      res.json(ApiResponse.error('email 与 feedback_no 不能同时传入'));
+      return;
+    }
+
+    if (feedbackNo) {
+      if (!FEEDBACK_NO_RE.test(feedbackNo)) {
+        res.json(ApiResponse.error('反馈编号格式不正确'));
+        return;
+      }
+
+      const rows = await db.select(feedbackSelectFields).from(wwwSupportFeedbacks)
+        .where(eq(wwwSupportFeedbacks.feedbackNo, feedbackNo))
+        .limit(1);
+
+      res.json(ApiResponse.success({ items: rows, total: rows.length }));
+      return;
+    }
+
+    const rows = await db.select(feedbackSelectFields).from(wwwSupportFeedbacks)
+      .where(eq(wwwSupportFeedbacks.email, email))
+      .orderBy(desc(wwwSupportFeedbacks.createdAt), desc(wwwSupportFeedbacks.id))
+      .limit(50);
+
+    res.json(ApiResponse.success({ items: rows, total: rows.length }));
+  } catch (e: unknown) {
+    logger.error(`[site/support/feedbacks] GET error: ${e instanceof Error ? e.message : e}`);
+    res.json(ApiResponse.error('获取反馈列表失败'));
+  }
+});
+
+// ===== 问题反馈：对话消息（公开，需 feedback_no + email 校验） =====
+// GET /api/site/support/feedbacks/:feedback_no/messages?email=xxx&since_id=
+router.get('/api/site/support/feedbacks/:feedback_no/messages', async (req: Request, res: Response) => {
+  try {
+    const feedbackNo = String(req.params.feedback_no ?? '').trim().toUpperCase();
+    const email = String(req.query.email ?? '').trim();
+    const sinceId = parseInt(req.query.since_id as string || '0', 10);
+
+    if (!FEEDBACK_NO_RE.test(feedbackNo)) {
+      res.json(ApiResponse.error('反馈编号格式不正确'));
+      return;
+    }
+    if (!FEEDBACK_EMAIL_RE.test(email)) {
+      res.json(ApiResponse.error('请输入有效的邮箱地址'));
+      return;
+    }
+
+    const feedback = await getFeedbackByNo(feedbackNo);
+    if (!feedback || !verifyFeedbackEmail(feedback, email)) {
+      res.json(ApiResponse.error('反馈不存在或邮箱不匹配'));
+      return;
+    }
+
+    const messages = await listFeedbackMessagesForDisplay(feedback.id, sinceId > 0 ? sinceId : undefined);
+    res.json(ApiResponse.success({ items: messages, total: messages.length, status: feedback.status }));
+  } catch (e: unknown) {
+    logger.error(`[site/support/feedbacks/:feedback_no/messages] GET error: ${e instanceof Error ? e.message : e}`);
+    res.json(ApiResponse.error('获取对话消息失败'));
+  }
+});
+
+// POST /api/site/support/feedbacks/:feedback_no/messages
+router.post('/api/site/support/feedbacks/:feedback_no/messages', async (req: Request, res: Response) => {
+  try {
+    const feedbackNo = String(req.params.feedback_no ?? '').trim().toUpperCase();
+    const email = String(req.body.email ?? '').trim();
+    const content = String(req.body.content ?? '').trim();
+
+    if (!FEEDBACK_NO_RE.test(feedbackNo)) {
+      res.json(ApiResponse.error('反馈编号格式不正确'));
+      return;
+    }
+    if (!FEEDBACK_EMAIL_RE.test(email)) {
+      res.json(ApiResponse.error('请输入有效的邮箱地址'));
+      return;
+    }
+    if (!content || content.length > 2000) {
+      res.json(ApiResponse.error('消息长度需在 1-2000 字之间'));
+      return;
+    }
+
+    const feedback = await getFeedbackByNo(feedbackNo);
+    if (!feedback || !verifyFeedbackEmail(feedback, email)) {
+      res.json(ApiResponse.error('反馈不存在或邮箱不匹配'));
+      return;
+    }
+    if (feedback.status === 'resolved') {
+      res.json(ApiResponse.error('该问题已解决，无法继续发送消息'));
+      return;
+    }
+
+    await insertUserMessage(feedback.id, content);
+    const messages = await listFeedbackMessagesForDisplay(feedback.id);
+    res.json(ApiResponse.success({ items: messages, total: messages.length }, '发送成功'));
+  } catch (e: unknown) {
+    logger.error(`[site/support/feedbacks/:feedback_no/messages] POST error: ${e instanceof Error ? e.message : e}`);
+    res.json(ApiResponse.error('发送失败，请稍后重试'));
+  }
+});
+
 export default router;

dashboard/backend/src/routes/www/index.ts

@@ -11,3 +11,4 @@ export { default as wwwMediaRouter } from './media.js';
 export { default as wwwI18nRouter } from './i18n.js';
 export { default as wwwContactRouter } from './contact.js';
 export { default as wwwPageSeoRouter } from './pageSeo.js';
+export { default as wwwSupportFeedbackRouter } from './supportFeedback.js';

dashboard/backend/src/routes/www/supportFeedback.ts

@@ -0,0 +1,197 @@
+import { Router, type Request, type Response } from 'express';
+import { eq, and, count, desc, gte, lte, like } from 'drizzle-orm';
+import { db } from '../../config/database.js';
+import { wwwSupportFeedbacks } from '../../schemas/index.js';
+import logger from '../../config/logger.js';
+import { ApiResponse } from '../../utils/response.js';
+import { authMiddleware } from '../../middleware/auth.js';
+import {
+  getFeedbackById,
+  listFeedbackMessagesForDisplay,
+  insertStaffMessage,
+  updateFeedbackStatus,
+} from '../../services/supportFeedbackMessages.js';
+
+const router = Router();
+router.use(authMiddleware);
+
+const VALID_STATUSES = new Set(['pending', 'processing', 'resolved']);
+const MESSAGE_MAX_LEN = 2000;
+
+const feedbackListFields = {
+  id: wwwSupportFeedbacks.id,
+  feedbackNo: wwwSupportFeedbacks.feedbackNo,
+  productId: wwwSupportFeedbacks.productId,
+  productNameZh: wwwSupportFeedbacks.productNameZh,
+  productNameEn: wwwSupportFeedbacks.productNameEn,
+  description: wwwSupportFeedbacks.description,
+  email: wwwSupportFeedbacks.email,
+  status: wwwSupportFeedbacks.status,
+  logFileName: wwwSupportFeedbacks.logFileName,
+  logFilePath: wwwSupportFeedbacks.logFilePath,
+  logFileSize: wwwSupportFeedbacks.logFileSize,
+  visitorIp: wwwSupportFeedbacks.visitorIp,
+  createdAt: wwwSupportFeedbacks.createdAt,
+  updatedAt: wwwSupportFeedbacks.updatedAt,
+};
+
+// GET /api/www/support/feedbacks
+router.get('/api/www/support/feedbacks', async (req: Request, res: Response) => {
+  try {
+    const skip = parseInt(req.query.skip as string || '0', 10);
+    const limit = Math.min(parseInt(req.query.limit as string || '20', 10), 100);
+    const status = String(req.query.status ?? '').trim();
+    const email = String(req.query.email ?? '').trim();
+    const feedbackNo = String(req.query.feedback_no ?? '').trim();
+    const startDate = req.query.start_date as string | undefined;
+    const endDate = req.query.end_date as string | undefined;
+
+    const conditions = [];
+    if (status && VALID_STATUSES.has(status)) {
+      conditions.push(eq(wwwSupportFeedbacks.status, status));
+    }
+    if (email) {
+      conditions.push(like(wwwSupportFeedbacks.email, `%${email}%`));
+    }
+    if (feedbackNo) {
+      conditions.push(like(wwwSupportFeedbacks.feedbackNo, `%${feedbackNo.toUpperCase()}%`));
+    }
+    if (startDate) {
+      conditions.push(gte(wwwSupportFeedbacks.createdAt, new Date(startDate)));
+    }
+    if (endDate) {
+      conditions.push(lte(wwwSupportFeedbacks.createdAt, new Date(`${endDate} 23:59:59`)));
+    }
+
+    const whereClause = conditions.length > 0 ? and(...conditions) : undefined;
+
+    const [totalResult] = await db.select({ value: count() }).from(wwwSupportFeedbacks).where(whereClause);
+    const total = totalResult?.value ?? 0;
+
+    const rows = await db.select(feedbackListFields).from(wwwSupportFeedbacks)
+      .where(whereClause)
+      .orderBy(desc(wwwSupportFeedbacks.updatedAt), desc(wwwSupportFeedbacks.id))
+      .offset(skip)
+      .limit(limit);
+
+    res.json(ApiResponse.success({ items: rows, total, skip, limit }));
+  } catch (e: unknown) {
+    logger.error(`[www/support/feedbacks] GET error: ${e instanceof Error ? e.message : e}`);
+    res.json(ApiResponse.error('获取反馈列表失败'));
+  }
+});
+
+// GET /api/www/support/feedbacks/:id
+router.get('/api/www/support/feedbacks/:id', async (req: Request, res: Response) => {
+  try {
+    const id = Number(req.params.id);
+    if (!Number.isInteger(id) || id <= 0) {
+      res.json(ApiResponse.error('无效的 ID'));
+      return;
+    }
+
+    const feedback = await getFeedbackById(id);
+    if (!feedback) {
+      res.json(ApiResponse.noData('反馈不存在'));
+      return;
+    }
+
+    res.json(ApiResponse.success(feedback));
+  } catch (e: unknown) {
+    logger.error(`[www/support/feedbacks/:id] GET error: ${e instanceof Error ? e.message : e}`);
+    res.json(ApiResponse.error('获取反馈详情失败'));
+  }
+});
+
+// PATCH /api/www/support/feedbacks/:id
+router.patch('/api/www/support/feedbacks/:id', async (req: Request, res: Response) => {
+  try {
+    const id = Number(req.params.id);
+    const status = String(req.body.status ?? '').trim();
+
+    if (!Number.isInteger(id) || id <= 0) {
+      res.json(ApiResponse.error('无效的 ID'));
+      return;
+    }
+    if (!VALID_STATUSES.has(status)) {
+      res.json(ApiResponse.error('无效的状态值'));
+      return;
+    }
+
+    const feedback = await getFeedbackById(id);
+    if (!feedback) {
+      res.json(ApiResponse.noData('反馈不存在'));
+      return;
+    }
+
+    await updateFeedbackStatus(id, status);
+    const updated = await getFeedbackById(id);
+    res.json(ApiResponse.success(updated, '状态已更新'));
+  } catch (e: unknown) {
+    logger.error(`[www/support/feedbacks/:id] PATCH error: ${e instanceof Error ? e.message : e}`);
+    res.json(ApiResponse.error('更新状态失败'));
+  }
+});
+
+// GET /api/www/support/feedbacks/:id/messages
+router.get('/api/www/support/feedbacks/:id/messages', async (req: Request, res: Response) => {
+  try {
+    const id = Number(req.params.id);
+    const sinceId = parseInt(req.query.since_id as string || '0', 10);
+
+    if (!Number.isInteger(id) || id <= 0) {
+      res.json(ApiResponse.error('无效的 ID'));
+      return;
+    }
+
+    const feedback = await getFeedbackById(id);
+    if (!feedback) {
+      res.json(ApiResponse.noData('反馈不存在'));
+      return;
+    }
+
+    const messages = await listFeedbackMessagesForDisplay(id, sinceId > 0 ? sinceId : undefined);
+    res.json(ApiResponse.success({ items: messages, total: messages.length }));
+  } catch (e: unknown) {
+    logger.error(`[www/support/feedbacks/:id/messages] GET error: ${e instanceof Error ? e.message : e}`);
+    res.json(ApiResponse.error('获取对话消息失败'));
+  }
+});
+
+// POST /api/www/support/feedbacks/:id/messages
+router.post('/api/www/support/feedbacks/:id/messages', async (req: Request, res: Response) => {
+  try {
+    const id = Number(req.params.id);
+    const content = String(req.body.content ?? '').trim();
+
+    if (!Number.isInteger(id) || id <= 0) {
+      res.json(ApiResponse.error('无效的 ID'));
+      return;
+    }
+    if (!content || content.length > MESSAGE_MAX_LEN) {
+      res.json(ApiResponse.error(`消息长度需在 1-${MESSAGE_MAX_LEN} 字之间`));
+      return;
+    }
+
+    const feedback = await getFeedbackById(id);
+    if (!feedback) {
+      res.json(ApiResponse.noData('反馈不存在'));
+      return;
+    }
+    if (feedback.status === 'resolved') {
+      res.json(ApiResponse.error('该问题已解决，无法继续发送消息'));
+      return;
+    }
+
+    const user = req.user!;
+    await insertStaffMessage(id, content, { id: user.id, username: user.username });
+
+    const messages = await listFeedbackMessagesForDisplay(id);
+    res.json(ApiResponse.success({ items: messages, total: messages.length }, '回复成功'));
+  } catch (e: unknown) {
+    logger.error(`[www/support/feedbacks/:id/messages] POST error: ${e instanceof Error ? e.message : e}`);
+    res.json(ApiResponse.error('发送回复失败'));
+  }
+});
+
+export default router;

dashboard/backend/src/schemas/www/index.ts

@@ -10,3 +10,5 @@ export * from './media.js';
 export * from './i18n.js';
 export * from './pages.js';
 export * from './contact.js';
+export * from './supportFeedback.js';
+export * from './supportFeedbackMessage.js';

dashboard/backend/src/schemas/www/supportFeedback.ts

@@ -0,0 +1,19 @@
+import { mysqlTable, bigint, varchar, text, int, datetime } from 'drizzle-orm/mysql-core';
+import { sql } from 'drizzle-orm';
+
+export const wwwSupportFeedbacks = mysqlTable('www_support_feedbacks', {
+  id: bigint('id', { mode: 'number', unsigned: true }).primaryKey().autoincrement(),
+  feedbackNo: varchar('feedback_no', { length: 20 }).notNull().default(''),
+  productId: bigint('product_id', { mode: 'number', unsigned: true }).notNull().default(0),
+  productNameZh: varchar('product_name_zh', { length: 100 }).notNull().default(''),
+  productNameEn: varchar('product_name_en', { length: 100 }).notNull().default(''),
+  description: text('description').notNull(),
+  email: varchar('email', { length: 100 }).notNull(),
+  logFilePath: varchar('log_file_path', { length: 255 }).notNull().default(''),
+  logFileName: varchar('log_file_name', { length: 255 }).notNull().default(''),
+  logFileSize: int('log_file_size', { unsigned: true }).notNull().default(0),
+  status: varchar('status', { length: 20 }).notNull().default('pending'),
+  visitorIp: varchar('visitor_ip', { length: 45 }).notNull().default(''),
+  createdAt: datetime('created_at').notNull().default(sql`CURRENT_TIMESTAMP`),
+  updatedAt: datetime('updated_at').notNull().default(sql`CURRENT_TIMESTAMP`),
+});

dashboard/backend/src/schemas/www/supportFeedbackMessage.ts

@@ -0,0 +1,12 @@
+import { mysqlTable, bigint, varchar, text, datetime } from 'drizzle-orm/mysql-core';
+import { sql } from 'drizzle-orm';
+
+export const wwwSupportFeedbackMessages = mysqlTable('www_support_feedback_messages', {
+  id: bigint('id', { mode: 'number', unsigned: true }).primaryKey().autoincrement(),
+  feedbackId: bigint('feedback_id', { mode: 'number', unsigned: true }).notNull(),
+  senderType: varchar('sender_type', { length: 10 }).notNull(),
+  senderId: bigint('sender_id', { mode: 'number', unsigned: true }).notNull().default(0),
+  senderName: varchar('sender_name', { length: 100 }).notNull().default(''),
+  content: text('content').notNull(),
+  createdAt: datetime('created_at').notNull().default(sql`CURRENT_TIMESTAMP`),
+});

dashboard/backend/src/services/supportFeedbackMessages.ts

@@ -0,0 +1,105 @@
+import { eq, and, gt, desc, asc } from 'drizzle-orm';
+import { db } from '../config/database.js';
+import { wwwSupportFeedbacks, wwwSupportFeedbackMessages } from '../schemas/index.js';
+
+export const messageSelectFields = {
+  id: wwwSupportFeedbackMessages.id,
+  feedbackId: wwwSupportFeedbackMessages.feedbackId,
+  senderType: wwwSupportFeedbackMessages.senderType,
+  senderId: wwwSupportFeedbackMessages.senderId,
+  senderName: wwwSupportFeedbackMessages.senderName,
+  content: wwwSupportFeedbackMessages.content,
+  createdAt: wwwSupportFeedbackMessages.createdAt,
+};
+
+export async function getFeedbackByNo(feedbackNo: string) {
+  const [row] = await db.select().from(wwwSupportFeedbacks)
+    .where(eq(wwwSupportFeedbacks.feedbackNo, feedbackNo))
+    .limit(1);
+  return row ?? null;
+}
+
+export async function getFeedbackById(id: number) {
+  const [row] = await db.select().from(wwwSupportFeedbacks)
+    .where(eq(wwwSupportFeedbacks.id, id))
+    .limit(1);
+  return row ?? null;
+}
+
+export function verifyFeedbackEmail(feedback: { email: string }, email: string): boolean {
+  return feedback.email.trim().toLowerCase() === email.trim().toLowerCase();
+}
+
+export async function listFeedbackMessages(feedbackId: number, sinceId?: number) {
+  const conditions = [eq(wwwSupportFeedbackMessages.feedbackId, feedbackId)];
+  if (sinceId && sinceId > 0) {
+    conditions.push(gt(wwwSupportFeedbackMessages.id, sinceId));
+  }
+
+  const rows = await db.select(messageSelectFields).from(wwwSupportFeedbackMessages)
+    .where(and(...conditions))
+    .orderBy(asc(wwwSupportFeedbackMessages.id))
+    .limit(sinceId ? 50 : 500);
+
+  return rows;
+}
+
+async function touchFeedbackUpdatedAt(feedbackId: number) {
+  await db.update(wwwSupportFeedbacks)
+    .set({ updatedAt: new Date() })
+    .where(eq(wwwSupportFeedbacks.id, feedbackId));
+}
+
+export async function insertUserMessage(feedbackId: number, content: string) {
+  await db.insert(wwwSupportFeedbackMessages).values({
+    feedbackId,
+    senderType: 'user',
+    senderId: 0,
+    senderName: '',
+    content,
+  });
+  await touchFeedbackUpdatedAt(feedbackId);
+}
+
+export async function insertStaffMessage(
+  feedbackId: number,
+  content: string,
+  staff: { id: number; username: string },
+) {
+  await db.insert(wwwSupportFeedbackMessages).values({
+    feedbackId,
+    senderType: 'staff',
+    senderId: staff.id,
+    senderName: staff.username.slice(0, 100),
+    content,
+  });
+
+  const feedback = await getFeedbackById(feedbackId);
+  if (feedback && feedback.status === 'pending') {
+    await db.update(wwwSupportFeedbacks)
+      .set({ status: 'processing', updatedAt: new Date() })
+      .where(eq(wwwSupportFeedbacks.id, feedbackId));
+  } else {
+    await touchFeedbackUpdatedAt(feedbackId);
+  }
+}
+
+export async function updateFeedbackStatus(feedbackId: number, status: string) {
+  await db.update(wwwSupportFeedbacks)
+    .set({ status, updatedAt: new Date() })
+    .where(eq(wwwSupportFeedbacks.id, feedbackId));
+}
+
+/** 全量拉取时按 id 倒序取最近消息再正序返回 */
+export async function listFeedbackMessagesForDisplay(feedbackId: number, sinceId?: number) {
+  if (sinceId && sinceId > 0) {
+    return listFeedbackMessages(feedbackId, sinceId);
+  }
+
+  const rows = await db.select(messageSelectFields).from(wwwSupportFeedbackMessages)
+    .where(eq(wwwSupportFeedbackMessages.feedbackId, feedbackId))
+    .orderBy(desc(wwwSupportFeedbackMessages.id))
+    .limit(500);
+
+  return rows.reverse();
+}

dashboard/frontend/src/locales/langs/en-us.ts

@@ -271,6 +271,8 @@ const local: App.I18n.Schema = {
     www_contact: 'Contact Form',
     www_contact_settings: 'Form Settings',
     www_contact_submissions: 'Submissions',
+    'customer-service': 'Customer Service',
+    www_support_feedbacks: 'Support Feedback',
     'www_page-seo': 'Page SEO'
   },
   page: {

dashboard/frontend/src/locales/langs/zh-cn.ts

@@ -268,6 +268,8 @@ const local: App.I18n.Schema = {
     www_contact: '联系表单',
     www_contact_settings: '表单配置',
     www_contact_submissions: '提交记录',
+    'customer-service': '客户服务',
+    www_support_feedbacks: '问题反馈',
     'www_page-seo': '页面 SEO'
   },
   page: {

dashboard/frontend/src/router/elegant/imports.ts

@@ -51,4 +51,5 @@ export const views: Record<LastLevelRouteKey, RouteComponent | (() => Promise<Ro
   www_product_detail: () => import("@/views/www/product/detail/index.vue"),
   www_product_list: () => import("@/views/www/product/list/index.vue"),
   www_product_series: () => import("@/views/www/product/series/index.vue"),
+  www_support_feedbacks: () => import("@/views/www/support/feedbacks/index.vue"),
 };

dashboard/frontend/src/router/elegant/routes.ts

@@ -133,7 +133,7 @@ export const generatedRoutes: GeneratedRoute[] = [
       title: 'meilisearch',
       i18nKey: 'route.meilisearch',
       icon: 'simple-icons:meilisearch',
-      order: 8,
+      order: 9,
       keepAlive: true
     }
   },
@@ -271,7 +271,7 @@ export const generatedRoutes: GeneratedRoute[] = [
       title: 'www',
       i18nKey: 'route.www',
       icon: 'iconoir:www',
-      order: 7
+      order: 8
     },
     children: [
       {
@@ -585,6 +585,31 @@ export const generatedRoutes: GeneratedRoute[] = [
             }
           }
         ]
+      },
+    ]
+  },
+  {
+    name: 'customer-service',
+    path: '/www/support',
+    component: 'layout.base',
+    meta: {
+      title: 'customer-service',
+      i18nKey: 'route.customer-service',
+      icon: 'mdi:headset',
+      order: 7
+    },
+    children: [
+      {
+        name: 'www_support_feedbacks',
+        path: '/www/support/feedbacks',
+        component: 'view.www_support_feedbacks',
+        meta: {
+          title: 'www_support_feedbacks',
+          i18nKey: 'route.www_support_feedbacks',
+          icon: 'mdi:message-alert-outline',
+          order: 1,
+          keepAlive: true
+        }
       }
     ]
   }

dashboard/frontend/src/router/elegant/transform.ts

@@ -210,7 +210,9 @@ const routeMap: RouteMap = {
   "www_product": "/www/product",
   "www_product_detail": "/www/product/detail",
   "www_product_list": "/www/product/list",
-  "www_product_series": "/www/product/series"
+  "www_product_series": "/www/product/series",
+  "customer-service": "/www/support",
+  "www_support_feedbacks": "/www/support/feedbacks"
 };
 
 /**

dashboard/frontend/src/service/api/index.ts

@@ -21,4 +21,5 @@ export * from './www-news';
 export * from './www-media';
 export * from './www-i18n';
 export * from './www-contact';
+export * from './www-support-feedback';
 export * from './www-seo';

dashboard/frontend/src/service/api/www-support-feedback.ts

@@ -0,0 +1,44 @@
+import { request } from '../request';
+import type { PageParams } from './brand';
+
+export function fetchGetSupportFeedbacks(params?: PageParams & {
+  status?: string;
+  email?: string;
+  feedback_no?: string;
+  start_date?: string;
+  end_date?: string;
+}) {
+  return request<Api.Common.PageResult<Api.Www.SupportFeedback>>({
+    url: '/www/support/feedbacks',
+    method: 'get',
+    params,
+  });
+}
+
+export function fetchGetSupportFeedback(id: number) {
+  return request<Api.Www.SupportFeedback>({ url: `/www/support/feedbacks/${id}`, method: 'get' });
+}
+
+export function fetchUpdateSupportFeedbackStatus(id: number, status: string) {
+  return request<Api.Www.SupportFeedback>({
+    url: `/www/support/feedbacks/${id}`,
+    method: 'patch',
+    data: { status },
+  });
+}
+
+export function fetchGetSupportFeedbackMessages(id: number, sinceId?: number) {
+  return request<{ items: Api.Www.SupportFeedbackMessage[]; total: number }>({
+    url: `/www/support/feedbacks/${id}/messages`,
+    method: 'get',
+    params: sinceId ? { since_id: sinceId } : undefined,
+  });
+}
+
+export function fetchSendSupportFeedbackMessage(id: number, content: string) {
+  return request<{ items: Api.Www.SupportFeedbackMessage[]; total: number }>({
+    url: `/www/support/feedbacks/${id}/messages`,
+    method: 'post',
+    data: { content },
+  });
+}

dashboard/frontend/src/typings/api/www.d.ts

@@ -340,6 +340,33 @@ declare namespace Api {
       submitted_at: string;
     }
 
+    interface SupportFeedback {
+      id: number;
+      feedback_no: string;
+      product_id: number;
+      product_name_zh: string;
+      product_name_en: string;
+      description: string;
+      email: string;
+      status: string;
+      log_file_name: string;
+      log_file_path: string;
+      log_file_size: number;
+      visitor_ip: string;
+      created_at: string;
+      updated_at: string;
+    }
+
+    interface SupportFeedbackMessage {
+      id: number;
+      feedback_id: number;
+      sender_type: 'user' | 'staff';
+      sender_id: number;
+      sender_name: string;
+      content: string;
+      created_at: string;
+    }
+
     // ===== 10. 页面 SEO =====
     interface PageSeo {
       id?: number;

dashboard/frontend/src/typings/elegant-router.d.ts

@@ -65,6 +65,8 @@ declare module "@elegant-router/types" {
     "www_product_detail": "/www/product/detail";
     "www_product_list": "/www/product/list";
     "www_product_series": "/www/product/series";
+    "customer-service": "/www/support";
+    "www_support_feedbacks": "/www/support/feedbacks";
   };
 
   /**
@@ -109,6 +111,7 @@ declare module "@elegant-router/types" {
     | "toolbox"
     | "upgrade"
     | "www"
+    | "customer-service"
   >;
 
   /**
@@ -161,6 +164,7 @@ declare module "@elegant-router/types" {
     | "www_product_detail"
     | "www_product_list"
     | "www_product_series"
+    | "www_support_feedbacks"
   >;
 
   /**

dashboard/frontend/src/views/www/support/feedbacks/index.vue

@@ -0,0 +1,379 @@
+<script setup lang="ts">
+import { computed, h, nextTick, onMounted, onUnmounted, reactive, ref, watch } from 'vue';
+import { NButton, NDrawer, NDrawerContent, NInput, NSelect, NSpace, NTag, type DataTableColumns } from 'naive-ui';
+import {
+  fetchGetSupportFeedbacks,
+  fetchGetSupportFeedbackMessages,
+  fetchSendSupportFeedbackMessage,
+  fetchUpdateSupportFeedbackStatus,
+} from '@/service/api';
+
+defineOptions({ name: 'WwwSupportFeedbacks' });
+
+const POLL_INTERVAL_MS = 4000;
+
+const loading = ref(false);
+const tableData = ref<Api.Www.SupportFeedback[]>([]);
+const drawerVisible = ref(false);
+const activeFeedback = ref<Api.Www.SupportFeedback | null>(null);
+const messages = ref<Api.Www.SupportFeedbackMessage[]>([]);
+const replyContent = ref('');
+const sending = ref(false);
+const messagesLoading = ref(false);
+const messageListRef = ref<HTMLElement | null>(null);
+let pollTimer: ReturnType<typeof setInterval> | null = null;
+
+const isResolved = computed(() => activeFeedback.value?.status === 'resolved');
+
+const searchForm = reactive({
+  status: null as string | null,
+  email: '',
+  feedback_no: '',
+});
+
+const pagination = reactive({
+  page: 1,
+  pageSize: 10,
+  itemCount: 0,
+  pageSizes: [10, 20, 50],
+});
+
+const statusOptions = [
+  { label: '全部', value: null },
+  { label: '待处理', value: 'pending' },
+  { label: '处理中', value: 'processing' },
+  { label: '已解决', value: 'resolved' },
+];
+
+const statusTagMap: Record<string, { type: 'warning' | 'info' | 'success'; label: string }> = {
+  pending: { type: 'warning', label: '待处理' },
+  processing: { type: 'info', label: '处理中' },
+  resolved: { type: 'success', label: '已解决' },
+};
+
+const columns = computed<DataTableColumns<Api.Www.SupportFeedback>>(() => [
+  { title: 'ID', key: 'id', width: 60 },
+  { title: '反馈编号', key: 'feedback_no', width: 170, ellipsis: { tooltip: true } },
+  { title: '产品', key: 'product_name_zh', width: 120, ellipsis: { tooltip: true } },
+  { title: '邮箱', key: 'email', width: 180, ellipsis: { tooltip: true } },
+  {
+    title: '状态',
+    key: 'status',
+    width: 90,
+    render(row) {
+      const s = statusTagMap[row.status] || statusTagMap.pending;
+      return h(NTag, { type: s.type, size: 'small' }, { default: () => s.label });
+    },
+  },
+  { title: '更新时间', key: 'updated_at', width: 170 },
+  {
+    title: '操作',
+    key: 'actions',
+    width: 120,
+    fixed: 'right',
+    render(row) {
+      return h(
+        NButton,
+        { size: 'small', type: 'primary', onClick: () => openChat(row) },
+        { default: () => '查看对话' },
+      );
+    },
+  },
+]);
+
+function formatTime(value: string) {
+  if (!value) return '';
+  const d = new Date(value);
+  if (Number.isNaN(d.getTime())) return value;
+  const p = (n: number) => String(n).padStart(2, '0');
+  return `${d.getFullYear()}-${p(d.getMonth() + 1)}-${p(d.getDate())} ${p(d.getHours())}:${p(d.getMinutes())}`;
+}
+
+async function loadData() {
+  loading.value = true;
+  const { data, error } = await fetchGetSupportFeedbacks({
+    skip: (pagination.page - 1) * pagination.pageSize,
+    limit: pagination.pageSize,
+    status: searchForm.status || undefined,
+    email: searchForm.email.trim() || undefined,
+    feedback_no: searchForm.feedback_no.trim() || undefined,
+  });
+  loading.value = false;
+  if (!error && data) {
+    tableData.value = data.items || [];
+    pagination.itemCount = data.total || 0;
+  } else if (!error) {
+    tableData.value = [];
+    pagination.itemCount = 0;
+  }
+}
+
+function handleSearch() {
+  pagination.page = 1;
+  loadData();
+}
+
+function handlePageChange(page: number) {
+  pagination.page = page;
+  loadData();
+}
+
+function handlePageSizeChange(pageSize: number) {
+  pagination.pageSize = pageSize;
+  pagination.page = 1;
+  loadData();
+}
+
+function lastMessageId(): number {
+  if (messages.value.length === 0) return 0;
+  return messages.value[messages.value.length - 1].id;
+}
+
+async function scrollMessagesToBottom() {
+  await nextTick();
+  const el = messageListRef.value;
+  if (el) el.scrollTop = el.scrollHeight;
+}
+
+async function loadMessages(full = false) {
+  if (!activeFeedback.value) return;
+  messagesLoading.value = full;
+  const sinceId = full ? undefined : lastMessageId();
+  const { data, error } = await fetchGetSupportFeedbackMessages(
+    activeFeedback.value.id,
+    sinceId && sinceId > 0 ? sinceId : undefined,
+  );
+  messagesLoading.value = false;
+  if (error || !data) return;
+
+  const incoming = data.items || [];
+  if (full || sinceId === 0) {
+    messages.value = incoming;
+    await scrollMessagesToBottom();
+    return;
+  }
+
+  if (incoming.length > 0) {
+    messages.value = [...messages.value, ...incoming];
+    await scrollMessagesToBottom();
+  }
+}
+
+function startPolling() {
+  stopPolling();
+  if (isResolved.value) return;
+  pollTimer = setInterval(() => {
+    if (drawerVisible.value && document.visibilityState === 'visible' && !isResolved.value) {
+      loadMessages(false);
+    }
+  }, POLL_INTERVAL_MS);
+}
+
+function stopPolling() {
+  if (pollTimer) {
+    clearInterval(pollTimer);
+    pollTimer = null;
+  }
+}
+
+async function openChat(row: Api.Www.SupportFeedback) {
+  activeFeedback.value = row;
+  messages.value = [];
+  replyContent.value = '';
+  drawerVisible.value = true;
+  await loadMessages(true);
+  if (row.status !== 'resolved') {
+    startPolling();
+  }
+}
+
+function closeChat() {
+  drawerVisible.value = false;
+  stopPolling();
+  activeFeedback.value = null;
+  messages.value = [];
+  replyContent.value = '';
+}
+
+async function handleStatusChange(status: string) {
+  if (!activeFeedback.value) return;
+  const { data, error } = await fetchUpdateSupportFeedbackStatus(activeFeedback.value.id, status);
+  if (!error && data) {
+    activeFeedback.value = { ...activeFeedback.value, status: data.status, updated_at: data.updated_at };
+    const row = tableData.value.find(r => r.id === activeFeedback.value!.id);
+    if (row) {
+      row.status = data.status;
+      row.updated_at = data.updated_at;
+    }
+    window.$message?.success('状态已更新');
+    if (data.status === 'resolved') {
+      stopPolling();
+      replyContent.value = '';
+    } else {
+      startPolling();
+    }
+  }
+}
+
+async function handleSendReply() {
+  const content = replyContent.value.trim();
+  if (!content || !activeFeedback.value || sending.value || isResolved.value) return;
+
+  sending.value = true;
+  const { data, error } = await fetchSendSupportFeedbackMessage(activeFeedback.value.id, content);
+  sending.value = false;
+  if (!error && data) {
+    messages.value = data.items || [];
+    replyContent.value = '';
+    await scrollMessagesToBottom();
+    if (activeFeedback.value.status === 'pending') {
+      activeFeedback.value.status = 'processing';
+      const row = tableData.value.find(r => r.id === activeFeedback.value!.id);
+      if (row) row.status = 'processing';
+    }
+  }
+}
+
+watch(drawerVisible, visible => {
+  if (!visible) stopPolling();
+});
+
+onMounted(loadData);
+onUnmounted(stopPolling);
+</script>
+
+<template>
+  <NSpace vertical :size="16">
+    <NCard :bordered="false" class="card-wrapper" size="small">
+      <NForm inline :model="searchForm" label-placement="left">
+        <NFormItem label="状态">
+          <NSelect
+            v-model:value="searchForm.status"
+            :options="statusOptions"
+            clearable
+            class="w-140px"
+            placeholder="全部"
+            @update:value="handleSearch"
+          />
+        </NFormItem>
+        <NFormItem label="邮箱">
+          <NInput v-model:value="searchForm.email" placeholder="邮箱" clearable class="w-200px" @keyup.enter="handleSearch" />
+        </NFormItem>
+        <NFormItem label="反馈编号">
+          <NInput v-model:value="searchForm.feedback_no" placeholder="FB..." clearable class="w-200px" @keyup.enter="handleSearch" />
+        </NFormItem>
+        <NFormItem>
+          <NButton type="primary" @click="handleSearch">查询</NButton>
+        </NFormItem>
+      </NForm>
+    </NCard>
+
+    <NCard :bordered="false" class="card-wrapper" title="问题反馈" size="small">
+      <NDataTable :loading="loading" :columns="columns" :data="tableData" :bordered="false" size="small" />
+
+      <div class="mt-16px flex justify-end">
+        <NPagination
+          :page="pagination.page"
+          :page-size="pagination.pageSize"
+          :item-count="pagination.itemCount"
+          :page-sizes="pagination.pageSizes"
+          show-size-picker
+          :prefix="({ itemCount }) => `共 ${itemCount ?? 0} 条`"
+          @update:page="handlePageChange"
+          @update:page-size="handlePageSizeChange"
+        />
+      </div>
+    </NCard>
+
+    <NDrawer :show="drawerVisible" :width="520" placement="right" @update:show="val => { if (!val) closeChat(); }">
+      <NDrawerContent v-if="activeFeedback" closable title="反馈对话">
+        <template #header>
+          <div class="flex flex-col gap-4px">
+            <span class="font-medium">{{ activeFeedback.feedback_no }}</span>
+            <span class="text-12px text-gray-500 dark:text-gray-400">{{ activeFeedback.product_name_zh }} · {{ activeFeedback.email }}</span>
+          </div>
+        </template>
+
+        <div class="flex flex-col h-full gap-12px">
+          <div class="flex items-center gap-12px">
+            <span class="text-13px text-gray-600 dark:text-gray-400">状态</span>
+            <NSelect
+              :value="activeFeedback.status"
+              :options="[
+                { label: '待处理', value: 'pending' },
+                { label: '处理中', value: 'processing' },
+                { label: '已解决', value: 'resolved' },
+              ]"
+              class="w-140px"
+              size="small"
+              @update:value="handleStatusChange"
+            />
+          </div>
+
+          <div
+            ref="messageListRef"
+            class="flex-1 min-h-320px max-h-480px overflow-y-auto rounded-8px border border-gray-200 dark:border-#ffffff1a p-12px bg-layout"
+          >
+            <div class="mb-12px">
+              <div class="text-12px text-gray-500 dark:text-gray-400 mb-4px">初始问题描述</div>
+              <div class="rounded-8px bg-container border border-gray-200 dark:border-#ffffff1a p-10px text-13px text-base-text whitespace-pre-wrap">
+                {{ activeFeedback.description }}
+              </div>
+              <div v-if="activeFeedback.log_file_path" class="mt-6px">
+                <a :href="activeFeedback.log_file_path" target="_blank" rel="noopener" class="text-12px text-primary">
+                  📎 {{ activeFeedback.log_file_name }}
+                </a>
+              </div>
+            </div>
+
+            <div v-if="messagesLoading && messages.length === 0" class="py-24px text-center text-13px text-gray-500 dark:text-gray-400">
+              加载中...
+            </div>
+            <div v-else-if="messages.length === 0" class="py-12px text-center text-13px text-gray-500 dark:text-gray-400">
+              暂无回复消息
+            </div>
+
+            <div v-for="msg in messages" :key="msg.id" class="mb-10px flex" :class="msg.sender_type === 'staff' ? 'justify-end' : 'justify-start'">
+              <div
+                class="max-w-85% rounded-10px px-12px py-8px text-13px leading-relaxed"
+                :class="msg.sender_type === 'staff'
+                  ? 'bg-primary text-white'
+                  : 'bg-container border border-gray-200 dark:border-#ffffff1a text-base-text'"
+              >
+                <div v-if="msg.sender_type === 'staff' && msg.sender_name" class="text-11px opacity-80 mb-2px">
+                  {{ msg.sender_name }}
+                </div>
+                <div class="whitespace-pre-wrap break-words">{{ msg.content }}</div>
+                <div class="text-11px mt-4px opacity-70">{{ formatTime(msg.created_at) }}</div>
+              </div>
+            </div>
+          </div>
+
+          <div v-if="isResolved" class="rounded-8px bg-layout border border-gray-200 dark:border-#ffffff1a px-12px py-10px text-13px text-gray-500 dark:text-gray-400">
+            该问题已解决，仅可查看历史对话
+          </div>
+          <div v-else class="flex flex-col gap-8px">
+            <NInput
+              v-model:value="replyContent"
+              type="textarea"
+              placeholder="输入回复内容..."
+              :rows="3"
+              maxlength="2000"
+              show-count
+              @keyup.ctrl.enter="handleSendReply"
+            />
+            <NButton type="primary" :loading="sending" :disabled="!replyContent.trim()" @click="handleSendReply">
+              发送回复
+            </NButton>
+          </div>
+        </div>
+      </NDrawerContent>
+    </NDrawer>
+  </NSpace>
+</template>
+
+<style scoped>
+.max-w-85\% {
+  max-width: 85%;
+}
+</style>