@extends('layouts.app')

@section('title', 'Ticket #' . $ticket->id . ' - Gletra Support')

@section('content')
<div class="row g-4">
    <!-- Left Sidebar: Support Menu -->
    <div class="col-lg-2">
        <h5 class="fw-bold mb-3 text-secondary ps-2">Support Desk</h5>
        <div class="list-group list-group-flush border rounded shadow-sm mb-4">
            <a href="{{ route('support.tickets.index') }}" class="list-group-item list-group-item-action {{ !request('status') ? 'active fw-bold border-start border-4 border-primary' : '' }}">
                <i class="bi bi-ticket-perforated me-2"></i> All Tickets
                <span class="badge bg-{{ !request('status') ? 'white text-primary' : 'light text-dark' }} float-end rounded-pill">{{ $stats['total'] }}</span>
            </a>
            <a href="{{ route('support.tickets.index', ['status' => 'open']) }}" class="list-group-item list-group-item-action {{ request('status') == 'open' ? 'active fw-bold border-start border-4 border-primary' : '' }}">
                <i class="bi bi-envelope-open me-2 text-danger"></i> Open
                <span class="badge bg-{{ request('status') == 'open' ? 'white text-primary' : 'light text-dark' }} float-end rounded-pill">{{ $stats['open'] }}</span>
            </a>
            <a href="{{ route('support.tickets.index', ['status' => 'pending']) }}" class="list-group-item list-group-item-action {{ request('status') == 'pending' ? 'active fw-bold border-start border-4 border-primary' : '' }}">
                <i class="bi bi-clock-history me-2 text-warning"></i> Pending
                <span class="badge bg-{{ request('status') == 'pending' ? 'white text-primary' : 'light text-dark' }} float-end rounded-pill">{{ $stats['pending'] }}</span>
            </a>
            <a href="{{ route('support.tickets.index', ['status' => 'closed']) }}" class="list-group-item list-group-item-action {{ request('status') == 'closed' ? 'active fw-bold border-start border-4 border-primary' : '' }}">
                <i class="bi bi-check-circle me-2 text-success"></i> Closed
                <span class="badge bg-{{ request('status') == 'closed' ? 'white text-primary' : 'light text-dark' }} float-end rounded-pill">{{ $stats['closed'] }}</span>
            </a>
        </div>

        <div class="d-grid gap-2">
            <a href="{{ route('support.center') }}" class="btn btn-white border shadow-sm btn-sm fw-bold">
                 <i class="bi bi-question-circle me-2"></i> Support Center
            </a>
        </div>
    </div>

    <!-- Center: Main Conversation -->
    <div class="col-lg-7">
        <div class="d-flex justify-content-between align-items-center mb-4">
            <div class="d-flex align-items-center gap-3">
                <a href="{{ route('support.tickets.index') }}" class="btn btn-white border shadow-sm px-3 fw-bold btn-sm">
                    <i class="bi bi-arrow-left me-2"></i> Back to Tickets
                </a>
                <h2 class="fw-bold mb-0 text-dark">Ticket #{{ $ticket->id }}</h2>
            </div>
            <form action="{{ route('support.tickets.update_status', $ticket->id) }}" method="POST" class="d-flex gap-2">
                @csrf
                <select name="status" class="form-select form-select-sm shadow-sm border-0 bg-white" style="width: 130px;">
                    <option value="open" {{ $ticket->status == 'open' ? 'selected' : '' }}>Open</option>
                    <option value="pending" {{ $ticket->status == 'pending' ? 'selected' : '' }}>Pending</option>
                    <option value="closed" {{ $ticket->status == 'closed' ? 'selected' : '' }}>Closed</option>
                </select>
                <button type="submit" class="btn btn-sm btn-dark px-3 shadow-sm rounded-pill">Update</button>
            </form>
        </div>

        <div class="card border-0 shadow-sm mb-4 overflow-hidden">
            <div class="card-header bg-white py-3 border-0 d-flex justify-content-between align-items-center">
                <h5 class="fw-bold mb-0 text-dark">{{ $ticket->subject }}</h5>
                <span class="badge bg-{{ $ticket->priority == 'high' ? 'danger' : ($ticket->priority == 'medium' ? 'warning' : 'success') }} bg-opacity-10 text-{{ $ticket->priority == 'high' ? 'danger' : ($ticket->priority == 'medium' ? 'warning' : 'success') }} px-3 border border-{{ $ticket->priority == 'high' ? 'danger' : ($ticket->priority == 'medium' ? 'warning' : 'success') }} border-opacity-10 text-uppercase" style="font-size: 0.65rem;">
                    {{ $ticket->priority }} Priority
                </span>
            </div>
            <div class="card-body bg-light bg-opacity-50 p-0" id="chat-stream" style="max-height: 500px; overflow-y: auto;">
                <div class="p-4">
                    {{-- Initial Message --}}
                    <div class="d-flex mb-4">
                        <div class="flex-shrink-0">
                            <div class="bg-indigo text-white rounded-circle d-flex align-items-center justify-content-center fw-bold shadow-sm" style="width: 40px; height: 40px; background-color: #4f46e5;">
                                {{ strtoupper(substr($ticket->user->name, 0, 1)) }}
                            </div>
                        </div>
                        <div class="flex-grow-1 ms-3">
                            <div class="bg-white p-3 rounded shadow-sm border border-light position-relative">
                                <div class="d-flex justify-content-between mb-1">
                                    <span class="fw-bold text-dark">{{ $ticket->user->name }}</span>
                                    <small class="text-muted">{{ $ticket->created_at->diffForHumans() }}</small>
                                </div>
                                <div class="text-secondary small">{{ $ticket->message }}</div>
                            </div>
                        </div>
                    </div>

                    {{-- Sequential Replies --}}
                    @foreach($ticket->replies as $reply)
                    <div class="d-flex mb-4 {{ $reply->is_admin ? 'justify-content-end' : '' }}">
                        @if(!$reply->is_admin)
                        <div class="flex-shrink-0">
                            <div class="bg-indigo text-white rounded-circle d-flex align-items-center justify-content-center fw-bold shadow-sm" style="width: 40px; height: 40px; background-color: #4f46e5;">
                                {{ strtoupper(substr($reply->user->name, 0, 1)) }}
                            </div>
                        </div>
                        @endif
                        <div class="flex-grow-1 {{ $reply->is_admin ? 'text-end' : 'ms-3' }}" style="max-width: 85%;">
                            <div class="{{ $reply->is_admin ? 'bg-primary text-white border-0' : 'bg-white text-dark' }} p-3 rounded shadow-sm border border-light text-start inline-block">
                                <div class="d-flex justify-content-between mb-1 gap-4">
                                    <span class="fw-bold {{ $reply->is_admin ? 'text-white' : 'text-dark' }}">
                                        {{ $reply->user->name }}
                                        @if($reply->is_admin) <small class="ms-1 opacity-75 fw-normal">(Staff)</small> @endif
                                    </span>
                                    <small class="{{ $reply->is_admin ? 'text-white text-opacity-75' : 'text-muted' }}">{{ $reply->created_at->diffForHumans() }}</small>
                                </div>
                                <div class="{{ $reply->is_admin ? 'text-white' : 'text-secondary' }} small">{{ $reply->message }}</div>
                            </div>
                        </div>
                        @if($reply->is_admin)
                        <div class="flex-shrink-0 ms-3">
                            <div class="bg-dark text-white rounded-circle d-flex align-items-center justify-content-center fw-bold shadow-sm" style="width: 40px; height: 40px;">
                                A
                            </div>
                        </div>
                        @endif
                    </div>
                    @endforeach
                </div>
            </div>

            <div class="card-footer bg-white p-0 border-0">
                <form action="{{ route('support.tickets.reply', $ticket->id) }}" method="POST">
                    @csrf
                    <textarea name="message" class="form-control border-0 p-4" rows="3" placeholder="Compose your response..." required></textarea>
                    <div class="bg-light p-3 d-flex justify-content-between align-items-center">
                        <div class="d-flex gap-2">
                             <button type="button" class="btn btn-sm btn-outline-secondary border-0"><i class="bi bi-paperclip fs-5"></i></button>
                             <button type="button" class="btn btn-sm btn-outline-secondary border-0"><i class="bi bi-emoji-smile fs-5"></i></button>
                             <button type="button" class="btn btn-sm btn-outline-secondary border-0"><i class="bi bi-image fs-5"></i></button>
                        </div>
                        <button type="submit" class="btn btn-primary px-5 fw-bold shadow-sm rounded-pill">
                            <i class="bi bi-send me-2"></i> Dispatch Reply
                        </button>
                    </div>
                </form>
            </div>
        </div>
    </div>

    <!-- Right Sidebar: User & Ticket Data -->
    <div class="col-lg-3">
        <h5 class="fw-bold mb-3 ps-1 text-secondary">Ticket Intelligence</h5>

        @if($ticket->escalated_to_admin)
        <div class="alert alert-danger border-0 shadow-sm small mb-3">
            <strong><i class="bi bi-exclamation-triangle me-1"></i> Admin ko bheja gaya</strong>
            <p class="mb-1 mt-1">{{ $ticket->escalation_reason }}</p>
            <small class="opacity-75">{{ $ticket->escalatedBy?->name }} · {{ $ticket->escalated_at?->diffForHumans() }}</small>
        </div>
        @endif
        
        <div class="card border-0 shadow-sm mb-4">
             <div class="card-body text-center py-4">
                <div class="bg-primary text-white rounded-circle d-flex align-items-center justify-content-center mx-auto mb-3 shadow-sm border border-4 border-white" style="width: 80px; height: 80px; font-size: 2rem;">
                    {{ strtoupper(substr($ticket->user->name, 0, 1)) }}
                </div>
                <h5 class="fw-bold mb-0">{{ $ticket->user->name }}</h5>
                <small class="text-muted d-block mb-3">{{ $ticket->user->email }}</small>
                <div class="d-flex justify-content-center gap-2 flex-wrap">
                    <span class="badge bg-light text-dark border px-3 py-2 rounded-pill text-uppercase" style="font-size: 0.65rem;">
                        <i class="bi bi-person-badge me-1"></i> {{ $ticket->user->role }}
                    </span>
                    <a href="{{ route('support.users.show', $ticket->user->id) }}" class="btn btn-white btn-sm border rounded-pill px-3 shadow-sm" style="font-size: 0.7rem;">Full Data</a>
                    <a href="{{ route('admin.users.show', $ticket->user->id) }}" class="btn btn-white btn-sm border rounded-pill px-3 shadow-sm" style="font-size: 0.7rem;">Profile</a>
                </div>
             </div>
             <div class="list-group list-group-flush border-top">
                <div class="list-group-item d-flex justify-content-between align-items-center px-4 py-3 small">
                    <span class="text-muted">Account Status</span>
                    <span class="fw-bold text-{{ $userContext['user']['status'] === 'active' ? 'success' : 'secondary' }}">{{ ucfirst($userContext['user']['status']) }}</span>
                </div>
                <div class="list-group-item d-flex justify-content-between align-items-center px-4 py-3 small">
                    <span class="text-muted">Total Orders</span>
                    <span class="badge bg-light text-dark rounded-pill shadow-sm px-3">{{ $userContext['stats']['orders'] }}</span>
                </div>
                <div class="list-group-item d-flex justify-content-between align-items-center px-4 py-3 small">
                    <span class="text-muted">Open Tickets</span>
                    <span class="badge bg-{{ $userContext['stats']['open_tickets'] > 0 ? 'danger' : 'light text-dark' }} rounded-pill px-3">{{ $userContext['stats']['open_tickets'] }}</span>
                </div>
                <div class="list-group-item d-flex justify-content-between align-items-center px-4 py-3 small">
                    <span class="text-muted">Phone</span>
                    <span class="fw-bold">{{ $userContext['user']['phone'] ?? 'N/A' }}</span>
                </div>
                <div class="list-group-item d-flex justify-content-between align-items-center px-4 py-3 small">
                    <span class="text-muted">Member Since</span>
                    <span class="fw-bold">{{ $ticket->user->created_at->format('M Y') }}</span>
                </div>
                @if($ticket->order)
                <div class="list-group-item px-4 py-3 small">
                    <span class="text-muted d-block mb-1">Linked Order</span>
                    <a href="{{ route('admin.orders.show', $ticket->order->id) }}" class="fw-bold text-primary text-decoration-none">#{{ $ticket->order->order_number }}</a>
                </div>
                @endif
             </div>
        </div>

        @if(count($userContext['orders']))
        <div class="card border-0 shadow-sm mb-4">
            <div class="card-header bg-white py-2 border-0"><h6 class="fw-bold mb-0 small">Recent Orders</h6></div>
            <div class="list-group list-group-flush">
                @foreach($userContext['orders']->take(4) as $order)
                <a href="{{ $order['url'] }}" class="list-group-item list-group-item-action py-2 border-0 small">
                    <div class="d-flex justify-content-between">
                        <span>#{{ $order['order_number'] }}</span>
                        <span>{{ $order['total'] }}</span>
                    </div>
                    <span class="x-small text-muted">{{ $order['status'] }}</span>
                </a>
                @endforeach
            </div>
        </div>
        @endif

        <div class="card border-0 shadow-sm">
             <div class="card-header bg-white py-3 border-0">
                <h6 class="fw-bold mb-0 small text-uppercase"><i class="bi bi-info-circle-fill me-2 text-primary"></i>MetaData</h6>
             </div>
             <div class="card-body pt-0 px-4 pb-4">
                 <div class="d-flex flex-column gap-3 small">
                     <div class="d-flex justify-content-between">
                         <span class="text-muted text-uppercase" style="font-size: 0.65rem;">Classification</span>
                         <span class="fw-bold text-dark text-capitalize">{{ $ticket->category }}</span>
                     </div>
                     <div class="d-flex justify-content-between">
                         <span class="text-muted text-uppercase" style="font-size: 0.65rem;">Assigned To</span>
                         <span class="fw-bold text-dark">{{ $ticket->assignedAgent?->name ?? 'Unassigned' }}</span>
                     </div>
                     <div class="d-flex justify-content-between">
                         <span class="text-muted text-uppercase" style="font-size: 0.65rem;">Opening Date</span>
                         <span class="fw-bold text-dark">{{ $ticket->created_at->format('d M, Y') }}</span>
                     </div>
                     <div class="d-flex justify-content-between">
                         <span class="text-muted text-uppercase" style="font-size: 0.65rem;">Last Interaction</span>
                         <span class="fw-bold text-dark">{{ $ticket->updated_at->diffForHumans() }}</span>
                     </div>
                 </div>
                 <hr class="my-4 opacity-10">
                 @if(!$ticket->escalated_to_admin)
                 <div class="d-grid shadow-sm">
                     <button class="btn btn-white border btn-sm fw-bold" data-bs-toggle="modal" data-bs-target="#escalateModal">
                         <i class="bi bi-flag-fill me-2 text-danger"></i> Admin Ko Bhejein
                     </button>
                 </div>
                 @endif
             </div>
        </div>
    </div>
</div>

{{-- Escalate Modal --}}
<div class="modal fade" id="escalateModal" tabindex="-1">
    <div class="modal-dialog">
        <form class="modal-content" method="POST" action="{{ route('support.tickets.escalate', $ticket->id) }}">
            @csrf
            <div class="modal-header">
                <h5 class="modal-title">Admin Ko Escalate</h5>
                <button type="button" class="btn-close" data-bs-dismiss="modal"></button>
            </div>
            <div class="modal-body">
                <p class="small text-muted">Ticket #{{ $ticket->id }} admin team ko bhej di jayegi with reason.</p>
                <label class="form-label small fw-semibold">Reason / Problem Summary</label>
                <textarea name="reason" class="form-control" rows="4" required placeholder="Kya issue hai aur kya action chahiye admin se?"></textarea>
            </div>
            <div class="modal-footer">
                <button type="button" class="btn btn-light" data-bs-dismiss="modal">Cancel</button>
                <button type="submit" class="btn btn-danger">Escalate to Admin</button>
            </div>
        </form>
    </div>
</div>

<style>
    .inline-block { display: inline-block; }
</style>
@endsection