feat(admin): 客服中心工单骨架（模型/迁移/路由/菜单/页面）

app/Http/Controllers/Admin/SupportTicketController.php

@@ -0,0 +1,21 @@
+<?php
+
+namespace App\Http\Controllers\Admin;
+
+use App\Http\Controllers\Concerns\ResolvesPlatformAdminContext;
+use App\Http\Controllers\Controller;
+use Illuminate\Http\Request;
+use Illuminate\View\View;
+
+class SupportTicketController extends Controller
+{
+    use ResolvesPlatformAdminContext;
+
+    public function index(Request $request): View
+    {
+        $this->ensurePlatformAdmin($request);
+
+        // 当前阶段：先做最小骨架页，后续再接入列表/筛选/创建/指派/SLA/升级。
+        return view('admin.support_tickets.index');
+    }
+}

app/Models/SupportTicket.php

@@ -0,0 +1,31 @@
+<?php
+
+namespace App\Models;
+
+use Illuminate\Database\Eloquent\Model;
+
+class SupportTicket extends Model
+{
+    protected $fillable = [
+        'scope',
+        'scope_id',
+        'merchant_id',
+        'buyer_id',
+        'order_id',
+        'platform_order_id',
+        'site_subscription_id',
+        'platform_lead_id',
+        'ticket_no',
+        'category',
+        'priority',
+        'status',
+        'subject',
+        'content',
+        'assigned_admin_id',
+        'closed_at',
+    ];
+
+    protected $casts = [
+        'closed_at' => 'datetime',
+    ];
+}

database/migrations/2026_03_15_083356_create_support_tickets_table.php

@@ -0,0 +1,59 @@
+<?php
+
+use Illuminate\Database\Migrations\Migration;
+use Illuminate\Database\Schema\Blueprint;
+use Illuminate\Support\Facades\Schema;
+
+return new class extends Migration
+{
+    /**
+     * Run the migrations.
+     */
+    public function up(): void
+    {
+        Schema::create('support_tickets', function (Blueprint $table) {
+            $table->id();
+
+            // scope：用于多层级隔离（platform/site/merchant）
+            $table->string('scope', 20)->default('platform');
+            $table->unsignedBigInteger('scope_id')->nullable();
+
+            // 关联对象（用于“收费闭环/治理串联”）
+            $table->unsignedBigInteger('merchant_id')->nullable();
+            $table->unsignedBigInteger('buyer_id')->nullable();
+            $table->unsignedBigInteger('order_id')->nullable();
+            $table->unsignedBigInteger('platform_order_id')->nullable();
+            $table->unsignedBigInteger('site_subscription_id')->nullable();
+            $table->unsignedBigInteger('platform_lead_id')->nullable();
+
+            // 工单基础字段
+            $table->string('ticket_no', 50)->unique();
+            $table->string('category', 50)->default('general');
+            $table->string('priority', 20)->default('normal');
+            $table->string('status', 20)->default('open');
+            $table->string('subject', 200)->default('');
+            $table->text('content')->nullable();
+
+            // 指派与时间
+            $table->unsignedBigInteger('assigned_admin_id')->nullable();
+            $table->timestamp('closed_at')->nullable();
+
+            $table->timestamps();
+
+            $table->index(['scope', 'scope_id']);
+            $table->index(['merchant_id']);
+            $table->index(['platform_order_id']);
+            $table->index(['site_subscription_id']);
+            $table->index(['platform_lead_id']);
+            $table->index(['status', 'priority']);
+        });
+    }
+
+    /**
+     * Reverse the migrations.
+     */
+    public function down(): void
+    {
+        Schema::dropIfExists('support_tickets');
+    }
+};

resources/views/admin/layouts/app.blade.php

@@ -43,6 +43,13 @@
                     </div>
                 </details>
 
+                <details class="topnav-item nav-group" data-role="topnav-group">
+                    <summary class="topnav-summary nav-group-title">客服中心</summary>
+                    <div class="topnav-dropdown">
+                        <a href="/admin/support-tickets" class="topnav-sub nav-item nav-item--sub">工单</a>
+                    </div>
+                </details>
+
                 <details class="topnav-item nav-group" data-role="topnav-group">
                     <summary class="topnav-summary nav-group-title">系统</summary>
                     <div class="topnav-dropdown">

resources/views/admin/support_tickets/index.blade.php

@@ -0,0 +1,16 @@
+@extends('admin.layouts.app')
+
+@section('title', '客服中心 / 工单')
+@section('page_title', '客服中心 / 工单')
+
+@section('content')
+<div class="card mb-20">
+    <p class="muted muted-tight">客服中心（工单）骨架页：用于后续接入“对账异常/退款异常/续费缺订阅”等治理工单闭环。</p>
+    <p class="muted">当前阶段仅做信息架构占位与路由/权限/数据模型埋口，避免后续大改。</p>
+</div>
+
+<div class="card">
+    <h3>工单列表（占位）</h3>
+    <p class="muted">下一步将接入：筛选（scope/状态/优先级/关联对象）、创建工单、指派、SLA、升级链路与审计。</p>
+</div>
+@endsection

routes/web.php

@@ -10,6 +10,7 @@ use App\Http\Controllers\Admin\ProductCategoryController as AdminProductCategory
 use App\Http\Controllers\Admin\ProductController as AdminProductController;
 use App\Http\Controllers\Admin\MerchantController as AdminMerchantController;
 use App\Http\Controllers\Admin\SiteSubscriptionController;
+use App\Http\Controllers\Admin\SupportTicketController;
 use App\Http\Controllers\Front\H5Controller;
 use App\Http\Controllers\Front\PlatformController as FrontPlatformController;
 use App\Http\Controllers\MerchantAdmin\AuthController as MerchantAdminAuthController;
@@ -155,6 +156,9 @@ Route::prefix('admin')->group(function () {
 
         Route::get('/platform-leads', [\App\Http\Controllers\Admin\PlatformLeadController::class, 'index']);
         Route::post('/platform-leads/{lead}/set-status', [\App\Http\Controllers\Admin\PlatformLeadController::class, 'setStatus']);
+
+        // 客服中心（工单）- 先做骨架与扩展点埋口
+        Route::get('/support-tickets', [SupportTicketController::class, 'index']);
     });
 });
 

tests/Feature/AdminSupportTicketIndexPageShouldRenderTest.php

@@ -0,0 +1,32 @@
+<?php
+
+namespace Tests\Feature;
+
+use Illuminate\Foundation\Testing\RefreshDatabase;
+use Tests\TestCase;
+
+class AdminSupportTicketIndexPageShouldRenderTest extends TestCase
+{
+    use RefreshDatabase;
+
+    protected function loginAsPlatformAdmin(): void
+    {
+        $this->seed();
+
+        $this->post('/admin/login', [
+            'email' => 'platform.admin@demo.local',
+            'password' => 'Platform@123456',
+        ])->assertRedirect('/admin');
+    }
+
+    public function test_support_ticket_index_page_should_render(): void
+    {
+        $this->loginAsPlatformAdmin();
+
+        $res = $this->get('/admin/support-tickets');
+        $res->assertOk();
+
+        $res->assertSee('客服中心', false);
+        $res->assertSee('工单列表', false);
+    }
+}

tests/Feature/AdminTopNavShouldContainSupportCenterLinkTest.php

@@ -0,0 +1,33 @@
+<?php
+
+namespace Tests\Feature;
+
+use Illuminate\Foundation\Testing\RefreshDatabase;
+use Tests\TestCase;
+
+class AdminTopNavShouldContainSupportCenterLinkTest extends TestCase
+{
+    use RefreshDatabase;
+
+    protected function loginAsPlatformAdmin(): void
+    {
+        $this->seed();
+
+        $this->post('/admin/login', [
+            'email' => 'platform.admin@demo.local',
+            'password' => 'Platform@123456',
+        ])->assertRedirect('/admin');
+    }
+
+    public function test_topnav_should_contain_support_tickets_link(): void
+    {
+        $this->loginAsPlatformAdmin();
+
+        $res = $this->get('/admin');
+        $res->assertOk();
+
+        $res->assertSee('客服中心', false);
+        $res->assertSee('/admin/support-tickets', false);
+        $res->assertSee('工单', false);
+    }
+}