<?php
namespace FrontGlut\Modules\Engage;

use FrontGlut\Support\Request;
use FrontGlut\Core\Ajax;
use FrontGlut\Core\Assets;
use FrontGlut\Core\Audit;
use FrontGlut\Core\Captcha;
use FrontGlut\Core\Mailer;
use FrontGlut\Core\Notify;
use FrontGlut\Core\RateLimiter;
use FrontGlut\Core\Uploads;
use FrontGlut\Modules\Dashboard\Dashboard;
use FrontGlut\Support\Fields;
use FrontGlut\Support\Ui;

defined( 'ABSPATH' ) || exit;

// phpcs:disable PluginCheck.Security.DirectDB.UnescapedDBParameter,WordPress.DB.DirectDatabaseQuery -- queries target the plugin's own prefixed tables (names are constants, values are prepared).

/**
 * Support tickets (customers <-> staff) and product/store enquiries (visitors <-> vendor/staff).
 * Same table: type = ticket | enquiry.
 */
class Tickets {

	public function boot() {
		add_filter( 'frontglut_menu_items', array( $this, 'menu' ) );
		add_filter( 'frontglut_email_templates', array( $this, 'emails' ) );
		Ajax::register( 'ticket_create', array( $this, 'ajax_create' ) );
		Ajax::register( 'ticket_reply', array( $this, 'ajax_reply' ) );
		Ajax::register( 'ticket_update', array( $this, 'ajax_update' ) );
		Ajax::register( 'enquiry_submit', array( $this, 'ajax_enquiry' ), array( 'public' => true ) );
		add_action( 'woocommerce_single_product_summary', array( $this, 'enquiry_box' ), 35 );
		add_shortcode( 'frontglut_enquiry', array( $this, 'sc_enquiry' ) );
	}

	public function emails( $t ) {
		$t['ticket_new']   = array( 'label' => __( 'Staff: new ticket / enquiry', 'frontglut' ), 'subject' => 'New {kind}: {subject}', 'body' => "From: {name} <{email}>\n\n{message}\n\nOpen: {url}", 'vars' => 'kind, subject, name, email, message, url' );
		$t['ticket_reply'] = array( 'label' => __( 'Customer: reply to ticket / enquiry', 'frontglut' ), 'subject' => 'Re: {subject}', 'body' => "{message}\n\n— {from}", 'vars' => 'subject, message, from' );
		return $t;
	}

	public function menu( $i ) {
		$i['support']   = array( 'label' => __( 'Support', 'frontglut' ), 'icon' => 'sos', 'group' => 'comms', 'order' => 62, 'render' => function () {
			return $this->screen( 'ticket', 'support' );
		} );
		$i['enquiries'] = array( 'label' => __( 'Enquiries', 'frontglut' ), 'icon' => 'email-alt', 'group' => 'comms', 'order' => 63, 'cap' => 'frontglut_manage_tickets', 'render' => function () {
			return $this->screen( 'enquiry', 'enquiries' );
		}, 'badge' => array( $this, 'open_count' ) );
		return $i;
	}

	public function open_count() {
		global $wpdb;
		$uid = get_current_user_id();
		if ( \FrontGlut\Core\Caps::can( 'frontglut_manage_settings' ) ) {
			return (int) $wpdb->get_var( "SELECT COUNT(*) FROM {$wpdb->prefix}frontglut_tickets WHERE status = 'open'" ); // phpcs:ignore WordPress.DB.PreparedSQL
		}
		return (int) $wpdb->get_var( $wpdb->prepare( "SELECT COUNT(*) FROM {$wpdb->prefix}frontglut_tickets WHERE status = 'open' AND assignee = %d", $uid ) ); // phpcs:ignore WordPress.DB.PreparedSQL
	}

	/* ---------------- model ---------------- */
	public static function create( $type, $user_id, $name, $email, $assignee, $product_id, $subject, $body ) {
		global $wpdb;
		$now = current_time( 'mysql', true );
		$wpdb->insert( $wpdb->prefix . 'frontglut_tickets', array( 'type' => 'enquiry' === $type ? 'enquiry' : 'ticket', 'user_id' => (int) $user_id, 'name' => sanitize_text_field( $name ), 'email' => sanitize_email( $email ), 'assignee' => (int) $assignee, 'product_id' => (int) $product_id, 'subject' => substr( sanitize_text_field( $subject ), 0, 200 ), 'status' => 'open', 'priority' => 'normal', 'created' => $now, 'updated' => $now ) );
		$id = (int) $wpdb->insert_id;
		if ( $id ) {
			$wpdb->insert( $wpdb->prefix . 'frontglut_ticket_replies', array( 'ticket_id' => $id, 'user_id' => (int) $user_id, 'body' => sanitize_textarea_field( $body ), 'created' => $now ) );
			$url = Dashboard::url( 'enquiry' === $type ? 'enquiries' : 'support', array( 'a' => 'view', 'id' => $id ) );
			$vars = array( 'kind' => 'enquiry' === $type ? 'enquiry' : 'ticket', 'subject' => $subject, 'name' => $name, 'email' => $email, 'message' => $body, 'url' => $url );
			if ( $assignee ) {
				$u = get_userdata( $assignee );
				if ( $u ) {
					Mailer::send_template( 'ticket_new', $u->user_email, $vars );
				}
				/* translators: 1: value, 2: value. */
				Notify::send( $assignee, sprintf( __( 'New %1$s: %2$s', 'frontglut' ), $vars['kind'], $subject ), wp_trim_words( $body, 18 ), $url );
			} else {
				Mailer::send_template( 'ticket_new', get_option( 'admin_email' ), $vars );
				/* translators: 1: value, 2: value. */
				Notify::send_to_cap( 'frontglut_manage_tickets', sprintf( __( 'New %1$s: %2$s', 'frontglut' ), $vars['kind'], $subject ), wp_trim_words( $body, 18 ), $url, (int) $user_id );
			}
		}
		return $id;
	}

	private static function get( $id ) {
		global $wpdb;
		return $wpdb->get_row( $wpdb->prepare( "SELECT * FROM {$wpdb->prefix}frontglut_tickets WHERE id = %d", $id ), ARRAY_A ); // phpcs:ignore WordPress.DB.PreparedSQL
	}

	private static function is_staff( $uid = 0 ) {
		return \FrontGlut\Core\Caps::can( 'frontglut_manage_settings', $uid ) || \FrontGlut\Core\Caps::can( 'manage_woocommerce', $uid );
	}

	private static function can_view( array $t, $uid = 0 ) {
		$uid = $uid ? $uid : get_current_user_id();
		return $uid && ( (int) $t['user_id'] === $uid || (int) $t['assignee'] === $uid || ( ! $t['assignee'] && \FrontGlut\Core\Caps::can( 'frontglut_manage_tickets', $uid ) ) || self::is_staff( $uid ) );
	}

	/* ---------------- screens ---------------- */
	private function screen( $type, $section ) {
		$a  = Request::route( 'a', 'key', 'list' );
		$id = Request::route( 'id', 'int', 0 );
		if ( 'view' === $a && $id ) {
			return $this->view( $id, $section );
		}
		global $wpdb;
		$uid  = get_current_user_id();
		$st   = Request::filter( 'status', 'key', '' );
		$t    = $wpdb->prefix . 'frontglut_tickets';
		$where = $wpdb->prepare( 'WHERE type = %s', $type );
		if ( 'ticket' === $type ) {
			if ( ! self::is_staff() && ! \FrontGlut\Core\Caps::can( 'frontglut_manage_tickets' ) ) {
				$where .= $wpdb->prepare( ' AND user_id = %d', $uid );
			}
		} elseif ( ! self::is_staff() ) {
			$where .= $wpdb->prepare( ' AND assignee = %d', $uid );
		}
		if ( $st ) {
			$where .= $wpdb->prepare( ' AND status = %s', $st );
		}
		$rs   = $wpdb->get_results( "SELECT * FROM $t $where ORDER BY updated DESC LIMIT 100", ARRAY_A ); // phpcs:ignore WordPress.DB.PreparedSQL
		$rows = array();
		foreach ( $rs as $r ) {
			$rows[] = array( 'subject' => '<a href="' . esc_url( Dashboard::url( $section, array( 'a' => 'view', 'id' => $r['id'] ) ) ) . '">#' . (int) $r['id'] . ' ' . esc_html( $r['subject'] ) . '</a>' . ( $r['product_id'] ? '<br><small>' . esc_html( get_the_title( $r['product_id'] ) ) . '</small>' : '' ), 'from' => esc_html( $r['name'] ?: ( get_userdata( $r['user_id'] ) ? get_userdata( $r['user_id'] )->display_name : '' ) ), 'priority' => esc_html( ucfirst( $r['priority'] ) ), 'status' => Ui::status_badge( $r['status'] ), 'updated' => Ui::date( $r['updated'] ) );
		}
		$pills = '<div class="frontglut-pills">';
		foreach ( array( '' => 'All', 'open' => 'Open', 'closed' => 'Closed' ) as $k => $l ) {
			$pills .= '<a class="' . ( $st === $k ? 'is-active' : '' ) . '" href="' . esc_url( Dashboard::url( $section, array( 'status' => $k ) ) ) . '">' . esc_html( $l ) . '</a>';
		}
		$pills .= '</div>';
		$new = '';
		if ( 'ticket' === $type ) {
			$new = '<div class="frontglut-panel"><h3>' . esc_html__( 'Open a ticket', 'frontglut' ) . '</h3>' . Ui::form_open( 'ticket_create', array( 'after' => 'reload' ) ) . '<div class="frontglut-field frontglut-w-66"><label class="frontglut-label">' . esc_html__( 'Subject', 'frontglut' ) . '</label><input class="frontglut-input" name="subject" required></div><div class="frontglut-field frontglut-w-33"><label class="frontglut-label">' . esc_html__( 'Priority', 'frontglut' ) . '</label><select class="frontglut-input" name="priority"><option value="normal">Normal</option><option value="high">High</option><option value="low">Low</option></select></div><div class="frontglut-field"><label class="frontglut-label">' . esc_html__( 'How can we help?', 'frontglut' ) . '</label><textarea class="frontglut-input" name="message" rows="4" required></textarea></div>' . Ui::form_close( __( 'Submit ticket', 'frontglut' ) ) . '</div>';
		}
		return Ui::header( 'ticket' === $type ? __( 'Support tickets', 'frontglut' ) : __( 'Enquiries', 'frontglut' ) ) . $new . $pills . Ui::table( array( 'subject' => __( 'Subject', 'frontglut' ), 'from' => __( 'From', 'frontglut' ), 'priority' => __( 'Priority', 'frontglut' ), 'status' => __( 'Status', 'frontglut' ), 'updated' => __( 'Updated', 'frontglut' ) ), $rows, array( 'empty' => __( 'Nothing here yet.', 'frontglut' ) ) );
	}

	private function view( $id, $section ) {
		global $wpdb;
		$t = self::get( $id );
		if ( ! $t || ! self::can_view( $t ) ) {
			return Ui::notice( esc_html__( 'Not found.', 'frontglut' ), 'warn' );
		}
		$replies = $wpdb->get_results( $wpdb->prepare( "SELECT * FROM {$wpdb->prefix}frontglut_ticket_replies WHERE ticket_id = %d ORDER BY id ASC", $id ), ARRAY_A ); // phpcs:ignore WordPress.DB.PreparedSQL
		$th = '<div class="frontglut-msg-thread">';
		foreach ( $replies as $r ) {
			$u    = $r['user_id'] ? get_userdata( $r['user_id'] ) : null;
			$mine = (int) $r['user_id'] === get_current_user_id() && $r['user_id'];
			$th  .= '<div class="frontglut-msg' . ( $mine ? ' me' : '' ) . '"><small>' . esc_html( ( $u ? $u->display_name : $t['name'] ) . ' · ' . get_date_from_gmt( $r['created'], 'Y-m-d H:i' ) ) . '</small>' . nl2br( esc_html( $r['body'] ) ) . '</div>';
		}
		$th .= '</div>';
		$ctrl = '';
		if ( self::is_staff() || (int) $t['assignee'] === get_current_user_id() ) {
			$ctrl = '<div class="frontglut-panel"><h3>' . esc_html__( 'Manage', 'frontglut' ) . '</h3>' . Ui::form_open( 'ticket_update', array( 'after' => 'reload' ) ) . Ui::hidden( 'id', $id ) . '<div class="frontglut-field frontglut-w-50"><label class="frontglut-label">' . esc_html__( 'Status', 'frontglut' ) . '</label><select class="frontglut-input" name="status"><option value="open"' . selected( $t['status'], 'open', false ) . '>Open</option><option value="closed"' . selected( $t['status'], 'closed', false ) . '>Closed</option></select></div><div class="frontglut-field frontglut-w-50"><label class="frontglut-label">' . esc_html__( 'Priority', 'frontglut' ) . '</label><select class="frontglut-input" name="priority">';
			foreach ( array( 'low', 'normal', 'high' ) as $p ) {
				$ctrl .= '<option value="' . $p . '"' . selected( $t['priority'], $p, false ) . '>' . ucfirst( $p ) . '</option>';
			}
			$ctrl .= '</select></div>';
			if ( self::is_staff() ) {
				$staff = get_users( array( 'capability' => 'frontglut_manage_tickets', 'fields' => array( 'ID', 'display_name' ), 'number' => 100 ) );
				$ctrl .= '<div class="frontglut-field"><label class="frontglut-label">' . esc_html__( 'Assign to', 'frontglut' ) . '</label><select class="frontglut-input" name="assignee"><option value="0">' . esc_html__( 'Team (unassigned)', 'frontglut' ) . '</option>';
				foreach ( $staff as $s ) {
					$ctrl .= '<option value="' . (int) $s->ID . '"' . selected( (int) $t['assignee'], (int) $s->ID, false ) . '>' . esc_html( $s->display_name ) . '</option>';
				}
				$ctrl .= '</select></div>';
			}
			$ctrl .= Ui::form_close( __( 'Update', 'frontglut' ) ) . '</div>';
		}
		$reply = '<div class="frontglut-panel"><h3>' . esc_html__( 'Reply', 'frontglut' ) . '</h3>' . Ui::form_open( 'ticket_reply', array( 'after' => 'reload' ) ) . Ui::hidden( 'id', $id ) . '<div class="frontglut-field"><textarea class="frontglut-input" name="message" rows="4" required></textarea></div>' . Ui::form_close( __( 'Send reply', 'frontglut' ) ) . '</div>';
		return Ui::header( '#' . $id . ' ' . $t['subject'], Ui::btn( __( '← Back', 'frontglut' ), Dashboard::url( $section ) ), $t['name'] . ( $t['email'] ? ' <' . $t['email'] . '>' : '' ) . ' · ' . ucfirst( $t['status'] ) ) . '<div class="frontglut-two"><div><div class="frontglut-panel">' . $th . '</div>' . $reply . '</div><div>' . $ctrl . ( $t['product_id'] ? '<div class="frontglut-panel"><h3>' . esc_html__( 'Product', 'frontglut' ) . '</h3><a href="' . esc_url( get_permalink( $t['product_id'] ) ) . '">' . esc_html( get_the_title( $t['product_id'] ) ) . '</a></div>' : '' ) . '</div></div>';
	}

	/* ---------------- ajax ---------------- */
	public function ajax_create( $req ) {
		$uid  = get_current_user_id();
		$subj = sanitize_text_field( $req['subject'] ?? '' );
		$msg  = sanitize_textarea_field( $req['message'] ?? '' );
		if ( '' === $subj || '' === $msg ) {
			Ajax::fail( __( 'Subject and message are required.', 'frontglut' ) );
		}
		if ( ! RateLimiter::hit( 'ticket', 10, HOUR_IN_SECONDS, 'u' . $uid ) ) {
			Ajax::fail( __( 'Too many tickets. Try later.', 'frontglut' ), 429 );
		}
		$u  = wp_get_current_user();
		$id = self::create( 'ticket', $uid, $u->display_name, $u->user_email, 0, 0, $subj, $msg );
		if ( in_array( $req['priority'] ?? '', array( 'low', 'high' ), true ) ) {
			global $wpdb;
			$wpdb->update( $wpdb->prefix . 'frontglut_tickets', array( 'priority' => $req['priority'] ), array( 'id' => $id ) );
		}
		return array( 'message' => __( 'Ticket opened.', 'frontglut' ), 'redirect' => Dashboard::url( 'support', array( 'a' => 'view', 'id' => $id ) ) );
	}

	public function ajax_reply( $req ) {
		global $wpdb;
		$t = self::get( (int) ( $req['id'] ?? 0 ) );
		if ( ! $t || ! self::can_view( $t ) ) {
			Ajax::fail( __( 'Not found.', 'frontglut' ), 404 );
		}
		$msg = sanitize_textarea_field( $req['message'] ?? '' );
		if ( '' === $msg ) {
			Ajax::fail( __( 'Write a reply first.', 'frontglut' ) );
		}
		$uid  = get_current_user_id();
		$me   = wp_get_current_user();
		$wpdb->insert( $wpdb->prefix . 'frontglut_ticket_replies', array( 'ticket_id' => $t['id'], 'user_id' => $uid, 'body' => $msg, 'created' => current_time( 'mysql', true ) ) );
		$wpdb->update( $wpdb->prefix . 'frontglut_tickets', array( 'updated' => current_time( 'mysql', true ), 'status' => 'open' ), array( 'id' => $t['id'] ) );
		$is_owner = (int) $t['user_id'] === $uid;
		if ( ! $is_owner ) { // staff/vendor replying: email + notify the requester.
			$to = $t['email'] ? $t['email'] : ( get_userdata( $t['user_id'] ) ? get_userdata( $t['user_id'] )->user_email : '' );
			if ( $to ) {
				Mailer::send_template( 'ticket_reply', $to, array( 'subject' => $t['subject'], 'message' => $msg, 'from' => $me->display_name ) );
			}
			if ( $t['user_id'] ) {
				/* translators: %s: value. */
				Notify::send( $t['user_id'], sprintf( __( 'Reply on: %s', 'frontglut' ), $t['subject'] ), wp_trim_words( $msg, 15 ), Dashboard::url( 'support', array( 'a' => 'view', 'id' => $t['id'] ) ) );
			}
		} else {
			$dest = $t['assignee'] ? array( (int) $t['assignee'] ) : get_users( array( 'capability' => 'frontglut_manage_tickets', 'fields' => 'ID', 'number' => 50 ) );
			foreach ( $dest as $d ) {
				/* translators: %s: value. */
				Notify::send( $d, sprintf( __( 'Customer replied: %s', 'frontglut' ), $t['subject'] ), wp_trim_words( $msg, 15 ), Dashboard::url( 'ticket' === $t['type'] ? 'support' : 'enquiries', array( 'a' => 'view', 'id' => $t['id'] ) ) );
			}
		}
		return array( 'message' => __( 'Reply sent.', 'frontglut' ) );
	}

	public function ajax_update( $req ) {
		global $wpdb;
		$t = self::get( (int) ( $req['id'] ?? 0 ) );
		if ( ! $t || ! ( self::is_staff() || (int) $t['assignee'] === get_current_user_id() ) ) {
			Ajax::fail( __( 'Not allowed.', 'frontglut' ), 403 );
		}
		$d = array( 'updated' => current_time( 'mysql', true ) );
		if ( in_array( $req['status'] ?? '', array( 'open', 'closed' ), true ) ) {
			$d['status'] = $req['status'];
		}
		if ( in_array( $req['priority'] ?? '', array( 'low', 'normal', 'high' ), true ) ) {
			$d['priority'] = $req['priority'];
		}
		if ( self::is_staff() && isset( $req['assignee'] ) ) {
			$d['assignee'] = (int) $req['assignee'];
		}
		$wpdb->update( $wpdb->prefix . 'frontglut_tickets', $d, array( 'id' => $t['id'] ) );
		return array( 'message' => __( 'Updated.', 'frontglut' ) );
	}

	/* ---------------- product enquiry ---------------- */
	public function enquiry_box() {
		global $product;
		if ( $product ) {
			echo wp_kses( $this->enquiry_html( $product->get_id() ), Ui::allowed_html() );
		}
	}

	public function sc_enquiry( $atts ) {
		$a = shortcode_atts( array( 'product' => 0 ), $atts );
		return $this->enquiry_html( (int) ( $a['product'] ? $a['product'] : get_the_ID() ) );
	}

	private function enquiry_html( $pid ) {
		if ( ! $pid || 'product' !== get_post_type( $pid ) ) {
			return '';
		}
		Assets::need();
		$u = wp_get_current_user();
		$h = '<details class="frontglut-box" style="margin:14px 0;padding:14px"><summary style="cursor:pointer;font-weight:600">' . esc_html__( 'Ask a question about this product', 'frontglut' ) . '</summary>' . Ui::form_open( 'enquiry_submit', array( 'after' => 'reset' ) ) . Ui::hidden( 'product', $pid ) . \FrontGlut\Modules\Forms\Forms::honeypot();
		$h .= \FrontGlut\Modules\Forms\Forms::render_fields( array(
			\FrontGlut\Modules\Products\Products::fd( 'name', 'text', __( 'Your name', 'frontglut' ), array( 'required' => 1, 'width' => '50' ) ),
			\FrontGlut\Modules\Products\Products::fd( 'email', 'email', __( 'Your email', 'frontglut' ), array( 'required' => 1, 'width' => '50' ) ),
			\FrontGlut\Modules\Products\Products::fd( 'message', 'textarea', __( 'Your question', 'frontglut' ), array( 'required' => 1 ) ),
		), $u->ID ? array( 'name' => $u->display_name, 'email' => $u->user_email ) : array(), 'frontglut_f' );
		if ( Captcha::active_for( 'enquiry' ) ) {
			$h .= Captcha::render();
		}
		return $h . Ui::form_close( __( 'Send', 'frontglut' ) ) . '</details>';
	}

	public function ajax_enquiry( $req ) {
		$pid = (int) ( $req['product'] ?? 0 );
		if ( 'product' !== get_post_type( $pid ) || 'publish' !== get_post_status( $pid ) ) {
			Ajax::fail( __( 'Product not found.', 'frontglut' ), 404 );
		}
		if ( ! \FrontGlut\Modules\Forms\Forms::check_honeypot( $req ) ) {
			Ajax::fail( __( 'Spam detected.', 'frontglut' ) );
		}
		if ( Captcha::active_for( 'enquiry' ) ) {
			$c = Captcha::verify( $req );
			if ( is_wp_error( $c ) ) {
				Ajax::fail( $c->get_error_message() );
			}
		}
		if ( ! RateLimiter::hit( 'enq', 5, HOUR_IN_SECONDS ) ) {
			Ajax::fail( __( 'Too many questions. Try later.', 'frontglut' ), 429 );
		}
		$f    = isset( $req['frontglut_f'] ) && is_array( $req['frontglut_f'] ) ? $req['frontglut_f'] : array();
		$name = sanitize_text_field( $f['name'] ?? '' );
		$mail = sanitize_email( $f['email'] ?? '' );
		$msg  = sanitize_textarea_field( $f['message'] ?? '' );
		$err  = array();
		if ( '' === $name ) {
			$err['name'] = __( 'Required.', 'frontglut' );
		}
		if ( ! is_email( $mail ) ) {
			$err['email'] = __( 'Enter a valid email.', 'frontglut' );
		}
		if ( '' === $msg ) {
			$err['message'] = __( 'Required.', 'frontglut' );
		}
		if ( $err ) {
			Ajax::fail( __( 'Please fix the highlighted fields.', 'frontglut' ), 400, array( 'errors' => $err ) );
		}
		$vendor = class_exists( '\FrontGlut\Modules\Vendors\Vendors' ) ? \FrontGlut\Modules\Vendors\Vendors::product_vendor( $pid ) : 0;
		/* translators: %s: value. */
		self::create( 'enquiry', get_current_user_id(), $name, $mail, $vendor, $pid, sprintf( __( 'Question about %s', 'frontglut' ), get_the_title( $pid ) ), $msg );
		return array( 'message' => __( 'Thanks! We will reply by email.', 'frontglut' ) );
	}
}