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();
+}