新增: AI工单处理工作台 v1.0

- Go Gin 后端 (19个源文件): 认证、工单CRUD、GLM AI分析、状态流转、备注、操作日志 - Arco Design Vue 前端: 登录、工单列表/详情/创建、AI分析触发与确认 - MySQL 5表: ticket_user/ticket_info/ticket_ai_analysis/ticket_operation_log/ticket_note - 部署: tk.1216.top HTTPS, Nginx反代
2026-05-13 17:05:49 +08:00
commit 4793b1a533
51 changed files with 3650 additions and 0 deletions
--- a/.gitignore
+++ b/.gitignore
@@ -0,0 +1,29 @@
+# Binaries
+*.exe
+ticket-workbench
+backend/ticket-workbench
+
+# Frontend
+frontend/node_modules/
+frontend/dist/
+
+# IDE
+.idea/
+.vscode/
+*.swp
+*.swo
+
+# OS
+.DS_Store
+Thumbs.db
+
+# Logs
+*.log
+app.log
+
+# Environment
+.env
+.env.local
+
+# Build
+backend/tmp/
--- a/DATA-MODEL.md
+++ b/DATA-MODEL.md
@@ -0,0 +1,66 @@
+## 数据库设计 (ticket_dev)
+
+### ticket_user (用户表)
+| 字段 | 类型 | 说明 |
+|------|------|------|
+| userid | int auto PK | 用户ID |
+| username | varchar(64) | 显示名 |
+| account | varchar(64) unique | 登录账号 |
+| password | varchar(64) | 密码(MD5) |
+| role | smallint | 角色: 10=管理员, 20=客服, 30=处理人员 |
+| team | varchar(32) | 所属团队: refund/tech/finance/logistics/service |
+| status | smallint | 1=正常, 2=禁用 |
+| createtime | datetime | 创建时间 |
+| updatetime | datetime | 更新时间 |
+
+### ticket_info (工单表)
+| 字段 | 类型 | 说明 |
+|------|------|------|
+| ticketid | int auto PK | 工单ID |
+| ticketno | varchar(32) unique | 工单编号 TK-yyMMdd-NNN |
+| title | varchar(255) | 工单标题 |
+| content | text | 工单内容 |
+| contactname | varchar(64) | 联系人姓名 |
+| contactphone | varchar(20) | 联系电话 |
+| source | varchar(20) | 来源: web/phone/email |
+| submitterid | int | 提交人(用户ID) |
+| category | varchar(32) | 分类: refund/login/invoice/logistics/account/inquiry/other |
+| priority | smallint | 优先级: 0=P0紧急, 1=P1高, 2=P2中, 3=P3低 |
+| handlerid | int | 处理人(用户ID), nullable |
+| status | smallint | 0=待处理, 1=分析中, 2=已确认, 3=处理中, 4=已关闭 |
+| createtime | datetime | 创建时间 |
+| updatetime | datetime | 更新时间 |
+
+### ticket_ai_analysis (AI分析结果)
+| 字段 | 类型 | 说明 |
+|------|------|------|
+| analysisid | int auto PK | 分析ID |
+| ticketid | int | 工单ID |
+| category | varchar(32) | AI建议分类 |
+| priority | smallint | AI建议优先级 |
+| summary | text | AI摘要 |
+| suggestrole | varchar(64) | 建议处理角色/团队 |
+| rawresponse | text | GLM原始响应 |
+| confirmed | tinyint | 0=待确认, 1=已确认 |
+| confirmedby | int | 确认人ID, nullable |
+| confirmedat | datetime | 确认时间, nullable |
+| createtime | datetime | 创建时间 |
+
+### ticket_operation_log (操作日志)
+| 字段 | 类型 | 说明 |
+|------|------|------|
+| logid | int auto PK | 日志ID |
+| ticketid | int | 工单ID |
+| operatorid | int | 操作人ID |
+| action | varchar(32) | 操作: create/analyze/confirm/assign/status_change/note |
+| detail | text | 操作详情(JSON) |
+| createtime | datetime | 操作时间 |
+
+### ticket_note (工单备注)
+| 字段 | 类型 | 说明 |
+|------|------|------|
+| noteid | int auto PK | 备注ID |
+| ticketid | int | 工单ID |
+| authorid | int | 作者ID |
+| content | text | 备注内容 |
+| createtime | datetime | 创建时间 |
--- a/DESIGN.md
+++ b/DESIGN.md
@@ -0,0 +1,277 @@
+# AI 工单处理工作台 - 功能设计文档
+
+> 版本: v1.0 | 日期: 2026-05-13
+
+---
+
+## 1. 系统概述
+
+AI 工单处理工作台帮助客服团队高效处理用户工单。核心流程：**创建工单 → AI 辅助分析 → 人工审核确认 → 状态流转 → 闭环**。
+
+**技术栈**：
+- 后端：Go 1.22 + Gin + GORM + MySQL
+- 前端：Vue 3 + Arco Design + Vite + TypeScript + Pinia
+- AI：智谱 GLM-4-Flash
+- 部署：abc.1216.top (Nginx HTTPS 反代)
+
+---
+
+## 2. 用户角色
+
+| 角色 | Code | 职责 |
+|------|------|------|
+| 管理员 | 10 | 全部权限，用户管理，系统配置 |
+| 客服 | 20 | 创建工单，查看工单，触发AI分析，审核确认 |
+| 处理人员 | 30 | 查看分配工单，处理工单，添加备注 |
+
+**所属团队**：
+
+| 团队 | Code | 处理工单类型 |
+|------|------|-------------|
+| 退款组 | refund | 退款申请 |
+| 技术支持 | tech | 登录异常、账户问题 |
+| 财务组 | finance | 发票问题 |
+| 物流组 | logistics | 物流投诉 |
+| 客服组 | service | 产品咨询、其他 |
+
+---
+
+## 3. 工单分类
+
+| 分类 | Code | 典型场景 |
+|------|------|---------|
+| 退款申请 | refund | 用户要求退款、退货退款、部分退款 |
+| 登录异常 | login | 无法登录、验证码收不到、账号被锁 |
+| 发票问题 | invoice | 发票未开具、发票信息错误、补开发票 |
+| 物流投诉 | logistics | 快递丢失、配送延迟、商品损坏 |
+| 账户问题 | account | 账户被盗、信息修改、注销账户 |
+| 产品咨询 | inquiry | 功能使用、价格咨询、合作洽谈 |
+| 其他 | other | 不属于以上分类的工单 |
+
+---
+
+## 4. 优先级体系
+
+| 优先级 | Code | 含义 | 颜色 | 响应要求 |
+|--------|------|------|------|---------|
+| P0 紧急 | 0 | 系统故障、资金安全、批量投诉 | 🔴 红色 | 15分钟内响应 |
+| P1 高 | 1 | 单个大额退款、VIP客户投诉 | 🟠 橙色 | 1小时内响应 |
+| P2 中 | 2 | 常规退款、发票问题、物流异常 | 🔵 蓝色 | 4小时内响应 |
+| P3 低 | 3 | 产品咨询、建议反馈 | ⚪ 灰色 | 24小时内响应 |
+
+---
+
+## 5. 工单状态流转
+
+```
+┌──────────┐  触发AI分析  ┌──────────┐  人工确认  ┌──────────┐  开始处理  ┌──────────┐  处理完成  ┌──────────┐
+│  待处理   │───────────→│  分析中   │─────────→│  已确认   │─────────→│  处理中   │─────────→│  已关闭   │
+│ (status=0)│           │ (status=1)│          │ (status=2)│          │ (status=3)│          │ (status=4)│
+└──────────┘           └──────────┘          └──────────┘          └──────────┘          └──────────┘
+     │                                                                   ↑
+     └───────────────────── 跳过分析，直接确认 ────────────────────────────┘
+```
+
+**状态说明**：
+
+| 状态 | Code | 含义 | 可执行操作 |
+|------|------|------|-----------|
+| 待处理 | 0 | 新创建工单，等待分析 | 触发AI分析、直接确认、关闭 |
+| 分析中 | 1 | AI正在分析 | 等待分析完成 |
+| 已确认 | 2 | AI分析结果已确认/人工修改 | 分配处理人、开始处理、添加备注 |
+| 处理中 | 3 | 处理人正在处理 | 添加备注、关闭 |
+| 已关闭 | 4 | 工单处理完成 | 查看详情、重新打开 |
+
+---
+
+## 6. AI 分析功能
+
+### 6.1 分析触发
+- 工单创建后，客服点击「AI 分析」按钮触发
+- 后端调用 GLM-4-Flash API 进行分析
+- 分析期间工单状态变为「分析中」
+
+### 6.2 分析结果
+
+| 字段 | 说明 | 示例 |
+|------|------|------|
+| category | AI建议分类 | refund |
+| priority | AI建议优先级 | 1 (P1高) |
+| summary | 一句话摘要 | "用户申请订单TK-20260501-003的全额退款" |
+| suggest_role | 建议处理团队 | refund_team |
+
+### 6.3 人工审核
+- 客服可查看 AI 分析结果
+- 可修改任意字段（分类、优先级、建议处理角色）
+- 确认后结果写入工单，状态流转为「已确认」
+
+### 6.4 GLM Prompt 设计
+
+```
+系统提示词：
+你是一个专业的客服工单分析助手。请根据工单内容，返回以下分析结果：
+1. category: 工单分类
+2. priority: 优先级(0=P0紧急, 1=P1高, 2=P2中, 3=P3低)
+3. summary: 一句话摘要，客观描述工单核心诉求
+4. suggest_role: 建议处理团队
+
+分类选项：refund(退款申请)、login(登录异常)、invoice(发票问题)、logistics(物流投诉)、account(账户问题)、inquiry(产品咨询)、other(其他)
+处理团队：refund_team(退款组)、tech_support(技术支持)、finance_team(财务组)、logistics_team(物流组)、customer_service(客服组)
+
+仅返回JSON，格式：
+{"category":"...","priority":0,"summary":"...","suggest_role":"..."}
+
+用户消息：
+工单标题: {title}
+工单内容: {content}
+联系人: {contactname}
+联系电话: {contactphone}
+```
+
+---
+
+## 7. 功能模块
+
+### 7.1 用户管理（简化版）
+
+| 功能 | 说明 |
+|------|------|
+| 登录 | 账号 + 密码，返回 session token |
+| 登出 | 清除 token |
+| 获取用户信息 | 根据token获取当前用户 |
+
+**初始账号**：admin / admin123 (管理员)
+
+### 7.2 工单管理
+
+| 功能 | API | 说明 |
+|------|-----|------|
+| 创建工单 | POST /api/tickets | 填写标题、内容、联系人、来源 |
+| 工单列表 | GET /api/tickets | 分页 + 筛选（状态/分类/优先级/关键词） |
+| 工单详情 | GET /api/tickets/:id | 完整信息 + AI分析 + 操作日志 + 备注 |
+| 更新工单 | PUT /api/tickets/:id | 修改基本信息 |
+| 更新状态 | PUT /api/tickets/:id/status | 状态流转 |
+| 触发AI分析 | POST /api/tickets/:id/analyze | 调用GLM返回分析结果 |
+| 获取分析结果 | GET /api/tickets/:id/analysis | 获取AI分析详情 |
+| 确认分析 | PUT /api/tickets/:id/analysis | 修改/确认分析结果 |
+
+### 7.3 备注系统
+
+| 功能 | API | 说明 |
+|------|-----|------|
+| 获取备注列表 | GET /api/tickets/:id/notes | 工单所有备注 |
+| 添加备注 | POST /api/tickets/:id/notes | 处理人/客服添加备注 |
+
+### 7.4 操作日志
+
+所有关键操作自动记录，不可修改：
+- 创建工单
+- 触发AI分析
+- 确认分析结果
+- 修改分析结果
+- 状态变更
+- 添加备注
+- 分配处理人
+
+---
+
+## 8. 页面设计
+
+### 8.1 登录页 (`/login`)
+- 居中卡片布局
+- 标题：AI 工单处理工作台
+- 字段：账号、密码
+- 默认填充 admin / admin123
+
+### 8.2 主布局
+- 左侧：导航菜单（工单列表、创建工单）
+- 顶部：系统标题 + 用户名 + 登出按钮
+
+### 8.3 工单列表 (`/tickets`)
+- 筛选栏：状态/分类/优先级下拉 + 搜索框
+- 数据表格：编号、标题、分类、优先级Tag、状态Tag、联系人、创建时间、操作
+- 分页组件
+
+### 8.4 创建工单 (`/tickets/create`)
+- 表单卡片：标题*、内容*、联系人、联系电话、来源
+- 提交后跳转详情页
+
+### 8.5 工单详情 (`/tickets/:id`)
+- **基本信息卡片**：标题、内容、联系人、电话、来源、状态
+- **AI 分析卡片**：
+  - 未分析：大按钮「触发 AI 分析」
+  - 已分析：分类/优先级/摘要/建议角色（可编辑）
+  - 确认/修改按钮
+- **操作区**：状态流转按钮、处理人分配
+- **操作日志**：时间线展示
+- **备注区**：备注列表 + 添加备注输入框
+
+---
+
+## 9. 数据模型
+
+### 9.1 ER 关系
+
+```
+ticket_user ──1:N──→ ticket_info (submitterid)
+ticket_user ──1:N──→ ticket_info (handlerid)
+ticket_info ──1:N──→ ticket_ai_analysis (ticketid)
+ticket_info ──1:N──→ ticket_operation_log (ticketid)
+ticket_info ──1:N──→ ticket_note (ticketid)
+```
+
+### 9.2 表结构
+详见 `DATA-MODEL.md`
+
+---
+
+## 10. 部署架构
+
+```
+用户浏览器
+    │
+    ↓ HTTPS
+abc.1216.top (39.99.243.191)
+    │
+    ├── Nginx :443
+    │   ├── / → /opt/ticket-workbench/frontend (Vue SPA)
+    │   └── /api/ → localhost:8090 (Go Gin)
+    │
+    ├── Go Gin :8091 (后端服务)
+    │
+    └── MySQL :3306 / ticket_dev (数据库)
+```
+
+**域名**: tk.1216.top → A 记录 → 39.99.243.191
+**SSL**: *.1216.top 通配符证书 (Let's Encrypt)
+
+---
+
+## 11. 工单来源与发起方
+
+### 工单是谁发起的？
+- **当前实现**: 客服人员代为录入。客户通过电话/邮件/网页反馈问题后，客服在工作台创建工单。
+- **工单来源标记**: web（网页）、phone（电话）、email（邮件）
+
+### 完整生命周期
+```
+客户反馈(外部) → 客服录入 → AI辅助分析 → 人工审核确认 → 分配处理人 → 处理中 → 关闭
+```
+
+### 客户自助提交（计划中）
+> 后续补充：添加无需登录的客户工单提交页面，客户可自助填写工单信息。
+
+---
+
+## 12. 测试计划
+
+| 测试项 | 类型 | 说明 |
+|--------|------|------|
+| 用户登录 | 功能 | 正确/错误密码 |
+| 创建工单 | 功能 | 必填校验、编号生成 |
+| 工单列表 | 功能 | 分页、筛选 |
+| AI 分析 | 功能 | GLM 调用、结果解析 |
+| 人工确认 | 功能 | 修改字段、确认流转 |
+| 状态流转 | 功能 | 顺向流转、越权校验 |
+| 操作日志 | 功能 | 操作记录完整性 |
+| 备注 | 功能 | 添加、展示 |
--- a/README.md
+++ b/README.md
@@ -0,0 +1,67 @@
+# AI 工单处理工作台
+
+> 部署地址: https://tk.1216.top
+
+## 技术栈
+
+- **后端**: Go 1.22 + Gin + GORM + MySQL
+- **前端**: Vue 3 + Arco Design + Vite + TypeScript
+- **AI**: 智谱 GLM-4-Flash
+- **部署**: Nginx HTTPS 反代
+
+## 项目结构
+
+```
+ticket-workbench/
+├── backend/              # Go Gin 后端
+│   ├── main.go
+│   ├── config.yaml
+│   └── internal/         # model/handler/service/dto/middleware
+├── frontend/             # Arco Design Vue 前端
+│   ├── src/
+│   └── package.json
+├── DESIGN.md             # 功能设计文档
+├── DATA-MODEL.md         # 数据库设计
+└── README.md
+```
+
+## 启动方式
+
+### 后端
+
+```bash
+cd backend
+# 修改 config.yaml 中的数据库配置
+go mod tidy
+go run .
+# 服务启动在 :8091
+```
+
+### 前端
+
+```bash
+cd frontend
+npm install
+npm run dev    # 开发模式，代理到 localhost:8091
+npm run build  # 构建
+```
+
+### 测试账号
+
+| 账号 | 密码 | 角色 |
+|------|------|------|
+| admin | admin123 | 管理员 |
+| kefu01 | admin123 | 客服 |
+| tech01 | admin123 | 技术支持 |
+| finance01 | admin123 | 财务组 |
+| logistics01 | admin123 | 物流组 |
+| refund01 | admin123 | 退款组 |
+
+## 核心功能
+
+- 创建/查看/管理工单
+- AI 辅助分析（自动分类、优先级、摘要、建议处理角色）
+- 人工确认或修改 AI 建议
+- 工单状态流转（待处理→分析中→已确认→处理中→已关闭）
+- 操作日志、工单备注
+- 多维度筛选（状态/分类/优先级/关键词）
--- a/backend/go.mod
+++ b/backend/go.mod
@@ -0,0 +1,56 @@
+module github.com/casehub/ticket-workbench
+
+go 1.24.0
+
+require (
+	github.com/gin-gonic/gin v1.9.1
+	github.com/google/uuid v1.6.0
+	github.com/spf13/viper v1.18.2
+	gorm.io/driver/mysql v1.5.6
+	gorm.io/gorm v1.25.7
+)
+
+require (
+	github.com/bytedance/sonic v1.9.1 // indirect
+	github.com/chenzhuoyu/base64x v0.0.0-20221115062448-fe3a3abad311 // indirect
+	github.com/fsnotify/fsnotify v1.7.0 // indirect
+	github.com/gabriel-vasile/mimetype v1.4.2 // indirect
+	github.com/gin-contrib/sse v0.1.0 // indirect
+	github.com/go-playground/locales v0.14.1 // indirect
+	github.com/go-playground/universal-translator v0.18.1 // indirect
+	github.com/go-playground/validator/v10 v10.14.0 // indirect
+	github.com/go-sql-driver/mysql v1.7.0 // indirect
+	github.com/goccy/go-json v0.10.2 // indirect
+	github.com/hashicorp/hcl v1.0.0 // indirect
+	github.com/jinzhu/inflection v1.0.0 // indirect
+	github.com/jinzhu/now v1.1.5 // indirect
+	github.com/json-iterator/go v1.1.12 // indirect
+	github.com/klauspost/cpuid/v2 v2.2.4 // indirect
+	github.com/leodido/go-urn v1.2.4 // indirect
+	github.com/magiconair/properties v1.8.7 // indirect
+	github.com/mattn/go-isatty v0.0.19 // indirect
+	github.com/mitchellh/mapstructure v1.5.0 // indirect
+	github.com/modern-go/concurrent v0.0.0-20180306012644-bacd9c7ef1dd // indirect
+	github.com/modern-go/reflect2 v1.0.2 // indirect
+	github.com/pelletier/go-toml/v2 v2.1.0 // indirect
+	github.com/sagikazarmark/locafero v0.4.0 // indirect
+	github.com/sagikazarmark/slog-shim v0.1.0 // indirect
+	github.com/sourcegraph/conc v0.3.0 // indirect
+	github.com/spf13/afero v1.11.0 // indirect
+	github.com/spf13/cast v1.6.0 // indirect
+	github.com/spf13/pflag v1.0.5 // indirect
+	github.com/subosito/gotenv v1.6.0 // indirect
+	github.com/twitchyliquid64/golang-asm v0.15.1 // indirect
+	github.com/ugorji/go/codec v1.2.11 // indirect
+	go.uber.org/atomic v1.9.0 // indirect
+	go.uber.org/multierr v1.9.0 // indirect
+	golang.org/x/arch v0.3.0 // indirect
+	golang.org/x/crypto v0.16.0 // indirect
+	golang.org/x/exp v0.0.0-20230905200255-921286631fa9 // indirect
+	golang.org/x/net v0.19.0 // indirect
+	golang.org/x/sys v0.15.0 // indirect
+	golang.org/x/text v0.14.0 // indirect
+	google.golang.org/protobuf v1.31.0 // indirect
+	gopkg.in/ini.v1 v1.67.0 // indirect
+	gopkg.in/yaml.v3 v3.0.1 // indirect
+)
--- a/backend/go.sum
+++ b/backend/go.sum
@@ -0,0 +1,141 @@
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+gopkg.in/ini.v1 v1.67.0 h1:Dgnx+6+nfE+IfzjUEISNeydPJh9AXNNsWbGP9KzCsOA=
+gopkg.in/ini.v1 v1.67.0/go.mod h1:pNLf8WUiyNEtQjuu5G5vTm06TEv9tsIgeAvK8hOrP4k=
+gopkg.in/yaml.v3 v3.0.0-20200313102051-9f266ea9e77c/go.mod h1:K4uyk7z7BCEPqu6E+C64Yfv1cQ7kz7rIZviUmN+EgEM=
+gopkg.in/yaml.v3 v3.0.1 h1:fxVm/GzAzEWqLHuvctI91KS9hhNmmWOoWu0XTYJS7CA=
+gopkg.in/yaml.v3 v3.0.1/go.mod h1:K4uyk7z7BCEPqu6E+C64Yfv1cQ7kz7rIZviUmN+EgEM=
+gorm.io/driver/mysql v1.5.6 h1:Ld4mkIickM+EliaQZQx3uOJDJHtrd70MxAUqWqlx3Y8=
+gorm.io/driver/mysql v1.5.6/go.mod h1:sEtPWMiqiN1N1cMXoXmBbd8C6/l+TESwriotuRRpkDM=
+gorm.io/gorm v1.25.7 h1:VsD6acwRjz2zFxGO50gPO6AkNs7KKnvfzUjHQhZDz/A=
+gorm.io/gorm v1.25.7/go.mod h1:hbnx/Oo0ChWMn1BIhpy1oYozzpM15i4YPuHDmfYtwg8=
+rsc.io/pdf v0.1.1/go.mod h1:n8OzWcQ6Sp37PL01nO98y4iUCRdTGarVfzxY20ICaU4=
--- a/backend/internal/config/config.go
+++ b/backend/internal/config/config.go
@@ -0,0 +1,43 @@
+package config
+
+import (
+	"github.com/spf13/viper"
+)
+
+type Config struct {
+	Server   ServerConfig   `mapstructure:"server"`
+	Database DatabaseConfig `mapstructure:"db"`
+	GLM      GLMConfig      `mapstructure:"glm"`
+}
+
+type ServerConfig struct {
+	Port int `mapstructure:"port"`
+}
+
+type DatabaseConfig struct {
+	Host     string `mapstructure:"host"`
+	Port     int    `mapstructure:"port"`
+	User     string `mapstructure:"user"`
+	Password string `mapstructure:"password"`
+	DBName   string `mapstructure:"dbname"`
+}
+
+type GLMConfig struct {
+	APIKey  string `mapstructure:"api_key"`
+	BaseURL string `mapstructure:"base_url"`
+	Model   string `mapstructure:"model"`
+}
+
+func Load(path string) (*Config, error) {
+	v := viper.New()
+	v.SetConfigFile(path)
+	v.SetConfigType("yaml")
+	if err := v.ReadInConfig(); err != nil {
+		return nil, err
+	}
+	var cfg Config
+	if err := v.Unmarshal(&cfg); err != nil {
+		return nil, err
+	}
+	return &cfg, nil
+}
--- a/backend/internal/dto/common.go
+++ b/backend/internal/dto/common.go
@@ -0,0 +1,28 @@
+package dto
+
+type Response struct {
+	Success bool        `json:"success"`
+	Retcode int         `json:"retcode"`
+	Retinfo string      `json:"retinfo"`
+	Result  interface{} `json:"result,omitempty"`
+}
+
+func Success(data interface{}) Response {
+	return Response{Success: true, Retcode: 0, Retinfo: "", Result: data}
+}
+
+func Error(code int, msg string) Response {
+	return Response{Success: false, Retcode: code, Retinfo: msg}
+}
+
+func Fail(msg string) Response {
+	return Response{Success: false, Retcode: -1, Retinfo: msg}
+}
+
+type UserSession struct {
+	Userid   int    `json:"userid"`
+	Username string `json:"username"`
+	Account  string `json:"account"`
+	Role     int16  `json:"role"`
+	Team     string `json:"team"`
+}
--- a/backend/internal/dto/ticket.go
+++ b/backend/internal/dto/ticket.go
@@ -0,0 +1,49 @@
+package dto
+
+type LoginRequest struct {
+	Account  string `json:"account" binding:"required"`
+	Password string `json:"password" binding:"required"`
+}
+
+type CreateTicketRequest struct {
+	Title        string `json:"title" binding:"required"`
+	Content      string `json:"content" binding:"required"`
+	Contactname  string `json:"contactname" binding:"required"`
+	Contactphone string `json:"contactphone" binding:"required"`
+	Source       string `json:"source"`
+	Category     string `json:"category"`
+	Priority     int16  `json:"priority"`
+}
+
+type UpdateTicketRequest struct {
+	Title        string `json:"title"`
+	Content      string `json:"content"`
+	Contactname  string `json:"contactname"`
+	Contactphone string `json:"contactphone"`
+	Category     string `json:"category"`
+	Priority     int16  `json:"priority"`
+	Handlerid    *int   `json:"handlerid"`
+}
+
+type UpdateStatusRequest struct {
+	Status int16 `json:"status" binding:"required"`
+}
+
+type TicketListQuery struct {
+	Status   int16  `form:"status"`
+	Category string `form:"category"`
+	Priority int16  `form:"priority"`
+	Keyword  string `form:"keyword"`
+	Page     int    `form:"page"`
+	PageSize int    `form:"pageSize"`
+}
+
+type ConfirmAnalysisRequest struct {
+	Category string `json:"category"`
+	Priority int16  `json:"priority"`
+	Summary  string `json:"summary"`
+}
+
+type AddNoteRequest struct {
+	Content string `json:"content" binding:"required"`
+}
--- a/backend/internal/handler/analysis_handler.go
+++ b/backend/internal/handler/analysis_handler.go
@@ -0,0 +1,95 @@
+package handler
+
+import (
+	"strconv"
+
+	"github.com/casehub/ticket-workbench/internal/config"
+	"github.com/casehub/ticket-workbench/internal/dto"
+	"github.com/casehub/ticket-workbench/internal/middleware"
+	"github.com/casehub/ticket-workbench/internal/model"
+	"github.com/casehub/ticket-workbench/internal/service"
+	"github.com/gin-gonic/gin"
+	"gorm.io/gorm"
+)
+
+func AnalyzeTicket(db *gorm.DB, cfg *config.Config) gin.HandlerFunc {
+	return func(c *gin.Context) {
+		idStr := c.Param("id")
+		id, err := strconv.Atoi(idStr)
+		if err != nil {
+			c.JSON(200, dto.Fail("参数错误"))
+			return
+		}
+
+		var ticket model.TicketInfo
+		if err := db.Where("ticketid = ?", id).First(&ticket).Error; err != nil {
+			c.JSON(200, dto.Fail("工单不存在"))
+			return
+		}
+
+		analysis, err := service.AnalyzeTicket(db, id, cfg.GLM.APIKey, cfg.GLM.BaseURL, cfg.GLM.Model,
+			ticket.Title, ticket.Content, ticket.Contactname, ticket.Contactphone)
+		if err != nil {
+			c.JSON(200, dto.Fail("AI分析失败: "+err.Error()))
+			return
+		}
+
+		c.JSON(200, dto.Success(analysis))
+	}
+}
+
+func GetAnalysis(db *gorm.DB) gin.HandlerFunc {
+	return func(c *gin.Context) {
+		idStr := c.Param("id")
+		id, err := strconv.Atoi(idStr)
+		if err != nil {
+			c.JSON(200, dto.Fail("参数错误"))
+			return
+		}
+
+		analyses, err := service.GetAnalysisByTicketID(db, id)
+		if err != nil {
+			c.JSON(200, dto.Fail("查询失败"))
+			return
+		}
+
+		c.JSON(200, dto.Success(analyses))
+	}
+}
+
+func ConfirmAnalysis(db *gorm.DB) gin.HandlerFunc {
+	return func(c *gin.Context) {
+		idStr := c.Param("id")
+		ticketid, err := strconv.Atoi(idStr)
+		if err != nil {
+			c.JSON(200, dto.Fail("参数错误"))
+			return
+		}
+
+		var req dto.ConfirmAnalysisRequest
+		if err := c.ShouldBindJSON(&req); err != nil {
+			c.JSON(200, dto.Fail("参数错误"))
+			return
+		}
+
+		user := middleware.GetCurrentUser(c)
+		if user == nil {
+			c.JSON(200, dto.Fail("未登录"))
+			return
+		}
+
+		var analysis model.TicketAiAnalysis
+		if err := db.Where("ticketid = ? AND confirmed = 0", ticketid).Order("createtime DESC").First(&analysis).Error; err != nil {
+			c.JSON(200, dto.Fail("未找到待确认的分析结果"))
+			return
+		}
+
+		err = service.ConfirmAnalysis(db, analysis.Analysisid, req.Category, req.Priority, req.Summary, user.Userid)
+		if err != nil {
+			c.JSON(200, dto.Fail("确认失败"))
+			return
+		}
+
+		c.JSON(200, dto.Success(nil))
+	}
+}
--- a/backend/internal/handler/auth_handler.go
+++ b/backend/internal/handler/auth_handler.go
@@ -0,0 +1,64 @@
+package handler
+
+import (
+	"github.com/casehub/ticket-workbench/internal/dto"
+	"github.com/casehub/ticket-workbench/internal/service"
+	"github.com/gin-gonic/gin"
+	"gorm.io/gorm"
+)
+
+func Login(db *gorm.DB) gin.HandlerFunc {
+	return func(c *gin.Context) {
+		var req dto.LoginRequest
+		if err := c.ShouldBindJSON(&req); err != nil {
+			c.JSON(200, dto.Fail("参数错误"))
+			return
+		}
+
+		user, sessionID, err := service.Login(db, req.Account, req.Password)
+		if err != nil {
+			c.JSON(200, dto.Fail(err.Error()))
+			return
+		}
+
+		c.JSON(200, dto.Success(map[string]interface{}{
+			"token": sessionID,
+			"user": map[string]interface{}{
+				"userid":   user.Userid,
+				"username": user.Username,
+				"account":  user.Account,
+				"role":     user.Role,
+				"team":     user.Team,
+			},
+		}))
+	}
+}
+
+func Logout() gin.HandlerFunc {
+	return func(c *gin.Context) {
+		sessionID := c.GetHeader("Authorization")
+		if sessionID == "" {
+			sessionID = c.GetHeader("jsessionid")
+		}
+		service.Logout(sessionID)
+		c.JSON(200, dto.Success(nil))
+	}
+}
+
+func UserInfo() gin.HandlerFunc {
+	return func(c *gin.Context) {
+		userid, _ := c.Get("userid")
+		username, _ := c.Get("username")
+		account := c.GetString("account")
+		role, _ := c.Get("role")
+		team, _ := c.Get("team")
+
+		c.JSON(200, dto.Success(map[string]interface{}{
+			"userid":   userid,
+			"username": username,
+			"account":  account,
+			"role":     role,
+			"team":     team,
+		}))
+	}
+}
--- a/backend/internal/handler/note_handler.go
+++ b/backend/internal/handler/note_handler.go
@@ -0,0 +1,61 @@
+package handler
+
+import (
+	"strconv"
+
+	"github.com/casehub/ticket-workbench/internal/dto"
+	"github.com/casehub/ticket-workbench/internal/middleware"
+	"github.com/casehub/ticket-workbench/internal/service"
+	"github.com/gin-gonic/gin"
+	"gorm.io/gorm"
+)
+
+func ListNotes(db *gorm.DB) gin.HandlerFunc {
+	return func(c *gin.Context) {
+		idStr := c.Param("id")
+		id, err := strconv.Atoi(idStr)
+		if err != nil {
+			c.JSON(200, dto.Fail("参数错误"))
+			return
+		}
+
+		notes, err := service.ListNotes(db, id)
+		if err != nil {
+			c.JSON(200, dto.Fail("查询失败"))
+			return
+		}
+
+		c.JSON(200, dto.Success(notes))
+	}
+}
+
+func AddNote(db *gorm.DB) gin.HandlerFunc {
+	return func(c *gin.Context) {
+		idStr := c.Param("id")
+		id, err := strconv.Atoi(idStr)
+		if err != nil {
+			c.JSON(200, dto.Fail("参数错误"))
+			return
+		}
+
+		var req dto.AddNoteRequest
+		if err := c.ShouldBindJSON(&req); err != nil {
+			c.JSON(200, dto.Fail("参数错误"))
+			return
+		}
+
+		user := middleware.GetCurrentUser(c)
+		if user == nil {
+			c.JSON(200, dto.Fail("未登录"))
+			return
+		}
+
+		note, err := service.AddNote(db, id, user.Userid, req.Content)
+		if err != nil {
+			c.JSON(200, dto.Fail("添加失败"))
+			return
+		}
+
+		c.JSON(200, dto.Success(note))
+	}
+}
--- a/backend/internal/handler/ticket_handler.go
+++ b/backend/internal/handler/ticket_handler.go
@@ -0,0 +1,160 @@
+package handler
+
+import (
+	"strconv"
+
+	"github.com/casehub/ticket-workbench/internal/dto"
+	"github.com/casehub/ticket-workbench/internal/middleware"
+	"github.com/casehub/ticket-workbench/internal/service"
+	"github.com/gin-gonic/gin"
+	"gorm.io/gorm"
+)
+
+func ListTickets(db *gorm.DB) gin.HandlerFunc {
+	return func(c *gin.Context) {
+		var query dto.TicketListQuery
+		if err := c.ShouldBindQuery(&query); err != nil {
+			c.JSON(200, dto.Fail("参数错误"))
+			return
+		}
+
+		if query.Page <= 0 {
+			query.Page = 1
+		}
+		if query.PageSize <= 0 {
+			query.PageSize = 20
+		}
+
+		result, err := service.ListTickets(db, query.Status, query.Category, query.Priority, query.Keyword, query.Page, query.PageSize)
+		if err != nil {
+			c.JSON(200, dto.Fail("查询失败"))
+			return
+		}
+
+		c.JSON(200, dto.Success(result))
+	}
+}
+
+func GetTicket(db *gorm.DB) gin.HandlerFunc {
+	return func(c *gin.Context) {
+		idStr := c.Param("id")
+		id, err := strconv.Atoi(idStr)
+		if err != nil {
+			c.JSON(200, dto.Fail("参数错误"))
+			return
+		}
+
+		ticket, err := service.GetTicketByID(db, id)
+		if err != nil {
+			c.JSON(200, dto.Fail("工单不存在"))
+			return
+		}
+
+		c.JSON(200, dto.Success(ticket))
+	}
+}
+
+func CreateTicket(db *gorm.DB) gin.HandlerFunc {
+	return func(c *gin.Context) {
+		var req dto.CreateTicketRequest
+		if err := c.ShouldBindJSON(&req); err != nil {
+			c.JSON(200, dto.Fail("参数错误"))
+			return
+		}
+
+		user := middleware.GetCurrentUser(c)
+		if user == nil {
+			c.JSON(200, dto.Fail("未登录"))
+			return
+		}
+
+		ticket, err := service.CreateTicket(db, req.Title, req.Content, req.Contactname, req.Contactphone, req.Source, req.Category, req.Priority, user.Userid)
+		if err != nil {
+			c.JSON(200, dto.Fail("创建失败"))
+			return
+		}
+
+		c.JSON(200, dto.Success(ticket))
+	}
+}
+
+func UpdateTicket(db *gorm.DB) gin.HandlerFunc {
+	return func(c *gin.Context) {
+		idStr := c.Param("id")
+		id, err := strconv.Atoi(idStr)
+		if err != nil {
+			c.JSON(200, dto.Fail("参数错误"))
+			return
+		}
+
+		var req dto.UpdateTicketRequest
+		if err := c.ShouldBindJSON(&req); err != nil {
+			c.JSON(200, dto.Fail("参数错误"))
+			return
+		}
+
+		user := middleware.GetCurrentUser(c)
+		if user == nil {
+			c.JSON(200, dto.Fail("未登录"))
+			return
+		}
+
+		err = service.UpdateTicket(db, id, req.Title, req.Content, req.Contactname, req.Contactphone, req.Category, req.Priority, req.Handlerid, user.Userid)
+		if err != nil {
+			c.JSON(200, dto.Fail("更新失败"))
+			return
+		}
+
+		c.JSON(200, dto.Success(nil))
+	}
+}
+
+func UpdateTicketStatus(db *gorm.DB) gin.HandlerFunc {
+	return func(c *gin.Context) {
+		idStr := c.Param("id")
+		id, err := strconv.Atoi(idStr)
+		if err != nil {
+			c.JSON(200, dto.Fail("参数错误"))
+			return
+		}
+
+		var req dto.UpdateStatusRequest
+		if err := c.ShouldBindJSON(&req); err != nil {
+			c.JSON(200, dto.Fail("参数错误"))
+			return
+		}
+
+		user := middleware.GetCurrentUser(c)
+		if user == nil {
+			c.JSON(200, dto.Fail("未登录"))
+			return
+		}
+
+		err = service.UpdateTicketStatus(db, id, req.Status, user.Userid)
+		if err != nil {
+			c.JSON(200, dto.Fail("更新失败"))
+			return
+		}
+
+		c.JSON(200, dto.Success(nil))
+	}
+}
+
+func GetOperationLogs(db *gorm.DB) gin.HandlerFunc {
+	return func(c *gin.Context) {
+		idStr := c.Param("id")
+		id, err := strconv.Atoi(idStr)
+		if err != nil {
+			c.JSON(200, dto.Fail("参数错误"))
+			return
+		}
+
+		logs, err := service.GetOperationLogs(db, id)
+		if err != nil {
+			c.JSON(200, dto.Fail("查询失败"))
+			return
+		}
+
+		c.JSON(200, dto.Success(logs))
+	}
+}
--- a/backend/internal/middleware/auth.go
+++ b/backend/internal/middleware/auth.go
@@ -0,0 +1,58 @@
+package middleware
+
+import (
+	"github.com/casehub/ticket-workbench/internal/model"
+	"github.com/casehub/ticket-workbench/internal/service"
+	"github.com/gin-gonic/gin"
+	"gorm.io/gorm"
+)
+
+func Auth(db *gorm.DB) gin.HandlerFunc {
+	return func(c *gin.Context) {
+		sessionID := extractSessionID(c)
+		if sessionID == "" {
+			c.JSON(200, map[string]interface{}{"success": false, "retcode": -1, "retinfo": "未登录"})
+			c.Abort()
+			return
+		}
+
+		user := service.GetUserBySession(sessionID)
+		if user == nil {
+			c.JSON(200, map[string]interface{}{"success": false, "retcode": -1, "retinfo": "登录已过期"})
+			c.Abort()
+			return
+		}
+
+		c.Set("userid", user.Userid)
+		c.Set("username", user.Username)
+		c.Set("role", user.Role)
+		c.Set("team", user.Team)
+		c.Next()
+	}
+}
+
+func extractSessionID(c *gin.Context) string {
+	if s := c.GetHeader("Authorization"); s != "" {
+		return s
+	}
+	if s := c.GetHeader("jsessionid"); s != "" {
+		return s
+	}
+	return ""
+}
+
+func GetCurrentUser(c *gin.Context) *model.TicketUser {
+	userid, exists := c.Get("userid")
+	if !exists {
+		return nil
+	}
+	username, _ := c.Get("username")
+	role, _ := c.Get("role")
+	team, _ := c.Get("team")
+	return &model.TicketUser{
+		Userid:   userid.(int),
+		Username: username.(string),
+		Role:     role.(int16),
+		Team:     team.(string),
+	}
+}
--- a/backend/internal/middleware/cors.go
+++ b/backend/internal/middleware/cors.go
@@ -0,0 +1,21 @@
+package middleware
+
+import (
+	"github.com/gin-gonic/gin"
+)
+
+func CORS() gin.HandlerFunc {
+	return func(c *gin.Context) {
+		c.Writer.Header().Set("Access-Control-Allow-Origin", "*")
+		c.Writer.Header().Set("Access-Control-Allow-Credentials", "true")
+		c.Writer.Header().Set("Access-Control-Allow-Headers", "Content-Type, Content-Length, Accept-Encoding, X-CSRF-Token, Authorization, accept, origin, Cache-Control, X-Requested-With, jsessionid")
+		c.Writer.Header().Set("Access-Control-Allow-Methods", "POST, OPTIONS, GET, PUT, DELETE")
+
+		if c.Request.Method == "OPTIONS" {
+			c.AbortWithStatus(204)
+			return
+		}
+
+		c.Next()
+	}
+}
--- a/backend/internal/model/analysis.go
+++ b/backend/internal/model/analysis.go
@@ -0,0 +1,21 @@
+package model
+
+import "time"
+
+type TicketAiAnalysis struct {
+	Analysisid   int        `gorm:"primaryKey;autoIncrement" json:"analysisid"`
+	Ticketid     int        `gorm:"not null" json:"ticketid"`
+	Category     string     `gorm:"size:32" json:"category"`
+	Priority     int16      `json:"priority"`
+	Summary      string     `gorm:"type:text" json:"summary"`
+	Suggestrole  string     `gorm:"size:64" json:"suggestrole"`
+	Rawresponse  string     `gorm:"type:text" json:"rawresponse"`
+	Confirmed    int8       `gorm:"default:0" json:"confirmed"`
+	Confirmedby  *int       `json:"confirmedby"`
+	Confirmedat  *time.Time `json:"confirmedat"`
+	Createtime   time.Time  `json:"createtime"`
+}
+
+func (TicketAiAnalysis) TableName() string {
+	return "ticket_ai_analysis"
+}
--- a/backend/internal/model/note.go
+++ b/backend/internal/model/note.go
@@ -0,0 +1,15 @@
+package model
+
+import "time"
+
+type TicketNote struct {
+	Noteid     int       `gorm:"primaryKey;autoIncrement" json:"noteid"`
+	Ticketid   int       `gorm:"not null" json:"ticketid"`
+	Authorid   int       `json:"authorid"`
+	Content    string    `gorm:"type:text;not null" json:"content"`
+	Createtime time.Time `json:"createtime"`
+}
+
+func (TicketNote) TableName() string {
+	return "ticket_note"
+}
--- a/backend/internal/model/operation_log.go
+++ b/backend/internal/model/operation_log.go
@@ -0,0 +1,16 @@
+package model
+
+import "time"
+
+type TicketOperationLog struct {
+	Logid      int       `gorm:"primaryKey;autoIncrement" json:"logid"`
+	Ticketid   int       `gorm:"not null" json:"ticketid"`
+	Operatorid int       `json:"operatorid"`
+	Action     string    `gorm:"size:32;not null" json:"action"`
+	Detail     string    `gorm:"type:text" json:"detail"`
+	Createtime time.Time `json:"createtime"`
+}
+
+func (TicketOperationLog) TableName() string {
+	return "ticket_operation_log"
+}
--- a/backend/internal/model/ticket.go
+++ b/backend/internal/model/ticket.go
@@ -0,0 +1,24 @@
+package model
+
+import "time"
+
+type TicketInfo struct {
+	Ticketid     int       `gorm:"primaryKey;autoIncrement" json:"ticketid"`
+	Ticketno     string    `gorm:"size:32;uniqueIndex" json:"ticketno"`
+	Title        string    `gorm:"size:255;not null" json:"title"`
+	Content      string    `gorm:"type:text" json:"content"`
+	Contactname  string    `gorm:"size:64" json:"contactname"`
+	Contactphone string    `gorm:"size:20" json:"contactphone"`
+	Source       string    `gorm:"size:20;default:web" json:"source"`
+	Submitterid  int       `json:"submitterid"`
+	Category     string    `gorm:"size:32" json:"category"`
+	Priority     int16     `gorm:"default:2" json:"priority"`
+	Handlerid    *int      `json:"handlerid"`
+	Status       int16     `gorm:"default:0" json:"status"`
+	Createtime   time.Time `json:"createtime"`
+	Updatetime   time.Time `json:"updatetime"`
+}
+
+func (TicketInfo) TableName() string {
+	return "ticket_info"
+}
--- a/backend/internal/model/user.go
+++ b/backend/internal/model/user.go
@@ -0,0 +1,19 @@
+package model
+
+import "time"
+
+type TicketUser struct {
+	Userid     int       `gorm:"primaryKey;autoIncrement" json:"userid"`
+	Username   string    `gorm:"size:64" json:"username"`
+	Account    string    `gorm:"size:64;uniqueIndex" json:"account"`
+	Password   string    `gorm:"size:64" json:"-"`
+	Role       int16     `gorm:"default:20" json:"role"`
+	Team       string    `gorm:"size:32" json:"team"`
+	Status     int16     `gorm:"default:1" json:"status"`
+	Createtime time.Time `json:"createtime"`
+	Updatetime time.Time `json:"updatetime"`
+}
+
+func (TicketUser) TableName() string {
+	return "ticket_user"
+}
--- a/backend/internal/service/analysis_service.go
+++ b/backend/internal/service/analysis_service.go
@@ -0,0 +1,161 @@
+package service
+
+import (
+	"bytes"
+	"encoding/json"
+	"fmt"
+	"io"
+	"net/http"
+	"strings"
+	"time"
+
+	"github.com/casehub/ticket-workbench/internal/model"
+	"gorm.io/gorm"
+)
+
+type GLMRequest struct {
+	Model    string    `json:"model"`
+	Messages []Message `json:"messages"`
+}
+
+type Message struct {
+	Role    string `json:"role"`
+	Content string `json:"content"`
+}
+
+type GLMResponse struct {
+	Choices []Choice `json:"choices"`
+}
+
+type Choice struct {
+	Message Message `json:"message"`
+}
+
+type AnalysisResult struct {
+	Category    string `json:"category"`
+	Priority    json.Number `json:"priority"`
+	Summary     string `json:"summary"`
+	SuggestRole string `json:"suggest_role"`
+}
+
+func AnalyzeTicket(db *gorm.DB, ticketid int, apikey, baseURL, glmModel, title, content, contactname, contactphone string) (*model.TicketAiAnalysis, error) {
+	prompt := fmt.Sprintf(`你是一个客服工单分析助手。请分析以下工单内容，返回JSON格式的分析结果：
+{
+  "category": "分类(refund/login/invoice/logistics/account/inquiry/other)",
+  "priority": "优先级(0=P0紧急,1=P1高,2=P2中,3=P3低)",
+  "summary": "一句话摘要",
+  "suggest_role": "建议处理团队(refund_team/tech_support/finance_team/logistics_team/customer_service)"
+}
+
+工单标题: %s
+工单内容: %s
+联系人: %s
+联系电话: %s
+
+请只返回JSON，不要其他内容。`, title, content, contactname, contactphone)
+
+	reqBody := GLMRequest{
+		Model: glmModel,
+		Messages: []Message{
+			{Role: "system", Content: "你是一个专业的客服工单分析助手，擅长对工单进行分类、优先级判断和智能分派。"},
+			{Role: "user", Content: prompt},
+		},
+	}
+
+	jsonData, _ := json.Marshal(reqBody)
+
+	httpReq, err := http.NewRequest("POST", baseURL+"/chat/completions", bytes.NewBuffer(jsonData))
+	if err != nil {
+		return nil, err
+	}
+
+	httpReq.Header.Set("Content-Type", "application/json")
+	httpReq.Header.Set("Authorization", "Bearer "+apikey)
+
+	client := &http.Client{Timeout: 30 * time.Second}
+	resp, err := client.Do(httpReq)
+	if err != nil {
+		return nil, err
+	}
+	defer resp.Body.Close()
+
+	body, _ := io.ReadAll(resp.Body)
+
+	var glmResp GLMResponse
+	if err := json.Unmarshal(body, &glmResp); err != nil {
+		return nil, err
+	}
+
+	if len(glmResp.Choices) == 0 {
+		return nil, fmt.Errorf("AI返回为空")
+	}
+
+	// Clean markdown code block wrapping from AI response
+	aiContent := strings.TrimSpace(glmResp.Choices[0].Message.Content)
+	aiContent = strings.TrimPrefix(aiContent, "```json")
+	aiContent = strings.TrimPrefix(aiContent, "```")
+	aiContent = strings.TrimSuffix(aiContent, "```")
+	aiContent = strings.TrimSpace(aiContent)
+
+	var result AnalysisResult
+	if err := json.Unmarshal([]byte(aiContent), &result); err != nil {
+		return nil, fmt.Errorf("解析AI响应失败: %v, 原始内容: %s", err, aiContent)
+	}
+
+	priority := int16(2) // default P2
+	if n, err := result.Priority.Int64(); err == nil {
+		priority = int16(n)
+	}
+
+	analysis := &model.TicketAiAnalysis{
+		Ticketid:    ticketid,
+		Category:    result.Category,
+		Priority:    priority,
+		Summary:     result.Summary,
+		Suggestrole: result.SuggestRole,
+		Rawresponse: glmResp.Choices[0].Message.Content,
+		Confirmed:   0,
+		Createtime:  time.Now(),
+	}
+
+	if err := db.Create(analysis).Error; err != nil {
+		return nil, err
+	}
+
+	AddOperationLog(db, ticketid, 0, "analyze", "AI分析: "+result.Summary)
+
+	return analysis, nil
+}
+
+func GetAnalysisByTicketID(db *gorm.DB, ticketid int) ([]model.TicketAiAnalysis, error) {
+	var analyses []model.TicketAiAnalysis
+	err := db.Where("ticketid = ?", ticketid).Order("createtime DESC").Find(&analyses).Error
+	return analyses, err
+}
+
+func ConfirmAnalysis(db *gorm.DB, analysisid int, category string, priority int16, summary string, confirmedby int) error {
+	updates := map[string]interface{}{
+		"confirmed":   1,
+		"confirmedby": confirmedby,
+		"confirmedat": time.Now(),
+	}
+	if category != "" {
+		updates["category"] = category
+	}
+	if priority >= 0 {
+		updates["priority"] = priority
+	}
+	if summary != "" {
+		updates["summary"] = summary
+	}
+
+	if err := db.Model(&model.TicketAiAnalysis{}).Where("analysisid = ?", analysisid).Updates(updates).Error; err != nil {
+		return err
+	}
+
+	var analysis model.TicketAiAnalysis
+	db.Where("analysisid = ?", analysisid).First(&analysis)
+	AddOperationLog(db, analysis.Ticketid, confirmedby, "confirm_analysis", "确认AI分析结果")
+
+	return nil
+}
--- a/backend/internal/service/auth_service.go
+++ b/backend/internal/service/auth_service.go
@@ -0,0 +1,46 @@
+package service
+
+import (
+	"crypto/md5"
+	"encoding/hex"
+	"fmt"
+
+	"github.com/casehub/ticket-workbench/internal/model"
+	"github.com/google/uuid"
+	"gorm.io/gorm"
+)
+
+var sessions = make(map[string]*model.TicketUser)
+
+func MD5Hash(text string) string {
+	hash := md5.Sum([]byte(text))
+	return hex.EncodeToString(hash[:])
+}
+
+func Login(db *gorm.DB, account, password string) (*model.TicketUser, string, error) {
+	var user model.TicketUser
+	err := db.Where("account = ? AND status = 1", account).First(&user).Error
+	if err != nil {
+		if err == gorm.ErrRecordNotFound {
+			return nil, "", fmt.Errorf("账号或密码错误")
+		}
+		return nil, "", err
+	}
+
+	if user.Password != MD5Hash(password) {
+		return nil, "", fmt.Errorf("账号或密码错误")
+	}
+
+	sessionID := uuid.New().String()
+	sessions[sessionID] = &user
+
+	return &user, sessionID, nil
+}
+
+func Logout(sessionID string) {
+	delete(sessions, sessionID)
+}
+
+func GetUserBySession(sessionID string) *model.TicketUser {
+	return sessions[sessionID]
+}
--- a/backend/internal/service/note_service.go
+++ b/backend/internal/service/note_service.go
@@ -0,0 +1,31 @@
+package service
+
+import (
+	"time"
+
+	"github.com/casehub/ticket-workbench/internal/model"
+	"gorm.io/gorm"
+)
+
+func ListNotes(db *gorm.DB, ticketid int) ([]model.TicketNote, error) {
+	var notes []model.TicketNote
+	err := db.Where("ticketid = ?", ticketid).Order("createtime ASC").Find(&notes).Error
+	return notes, err
+}
+
+func AddNote(db *gorm.DB, ticketid, authorid int, content string) (*model.TicketNote, error) {
+	note := &model.TicketNote{
+		Ticketid:   ticketid,
+		Authorid:   authorid,
+		Content:    content,
+		Createtime: time.Now(),
+	}
+
+	if err := db.Create(note).Error; err != nil {
+		return nil, err
+	}
+
+	AddOperationLog(db, ticketid, authorid, "note", "添加备注: "+content)
+
+	return note, nil
+}
--- a/backend/internal/service/ticket_service.go
+++ b/backend/internal/service/ticket_service.go
@@ -0,0 +1,149 @@
+package service
+
+import (
+	"fmt"
+	"time"
+
+	"github.com/casehub/ticket-workbench/internal/model"
+	"github.com/google/uuid"
+	"gorm.io/gorm"
+)
+
+type TicketListResult struct {
+	Total int64              `json:"total"`
+	Rows  []model.TicketInfo `json:"rows"`
+}
+
+func ListTickets(db *gorm.DB, status int16, category string, priority int16, keyword string, page, pageSize int) (*TicketListResult, error) {
+	var total int64
+	var tickets []model.TicketInfo
+
+	query := db.Model(&model.TicketInfo{})
+
+	if status >= 0 {
+		query = query.Where("status = ?", status)
+	}
+	if category != "" {
+		query = query.Where("category = ?", category)
+	}
+	if priority >= 0 {
+		query = query.Where("priority = ?", priority)
+	}
+	if keyword != "" {
+		query = query.Where("title LIKE ? OR content LIKE ?", "%"+keyword+"%", "%"+keyword+"%")
+	}
+
+	if err := query.Count(&total).Error; err != nil {
+		return nil, err
+	}
+
+	offset := (page - 1) * pageSize
+	if err := query.Offset(offset).Limit(pageSize).Order("createtime DESC").Find(&tickets).Error; err != nil {
+		return nil, err
+	}
+
+	return &TicketListResult{Total: total, Rows: tickets}, nil
+}
+
+func GetTicketByID(db *gorm.DB, ticketid int) (*model.TicketInfo, error) {
+	var ticket model.TicketInfo
+	err := db.Where("ticketid = ?", ticketid).First(&ticket).Error
+	if err != nil {
+		return nil, err
+	}
+	return &ticket, nil
+}
+
+func CreateTicket(db *gorm.DB, title, content, contactname, contactphone, source, category string, priority int16, submitterid int) (*model.TicketInfo, error) {
+	ticketno := fmt.Sprintf("TKT%s", uuid.New().String()[:8])
+	now := time.Now()
+
+	ticket := &model.TicketInfo{
+		Ticketno:     ticketno,
+		Title:        title,
+		Content:      content,
+		Contactname:  contactname,
+		Contactphone: contactphone,
+		Source:       source,
+		Category:     category,
+		Priority:     priority,
+		Submitterid:  submitterid,
+		Status:       0,
+		Createtime:   now,
+		Updatetime:   now,
+	}
+
+	if err := db.Create(ticket).Error; err != nil {
+		return nil, err
+	}
+
+	AddOperationLog(db, ticket.Ticketid, submitterid, "create", "创建工单")
+
+	return ticket, nil
+}
+
+func UpdateTicket(db *gorm.DB, ticketid int, title, content, contactname, contactphone, category string, priority int16, handlerid *int, operatorid int) error {
+	updates := map[string]interface{}{
+		"updatetime": time.Now(),
+	}
+	if title != "" {
+		updates["title"] = title
+	}
+	if content != "" {
+		updates["content"] = content
+	}
+	if contactname != "" {
+		updates["contactname"] = contactname
+	}
+	if contactphone != "" {
+		updates["contactphone"] = contactphone
+	}
+	if category != "" {
+		updates["category"] = category
+	}
+	if priority >= 0 {
+		updates["priority"] = priority
+	}
+	if handlerid != nil {
+		updates["handlerid"] = handlerid
+	}
+
+	if err := db.Model(&model.TicketInfo{}).Where("ticketid = ?", ticketid).Updates(updates).Error; err != nil {
+		return err
+	}
+
+	AddOperationLog(db, ticketid, operatorid, "update", "更新工单信息")
+
+	return nil
+}
+
+func UpdateTicketStatus(db *gorm.DB, ticketid int, status int16, operatorid int) error {
+	if err := db.Model(&model.TicketInfo{}).Where("ticketid = ?", ticketid).Updates(map[string]interface{}{
+		"status":     status,
+		"updatetime": time.Now(),
+	}).Error; err != nil {
+		return err
+	}
+
+	statusText := map[int16]string{0: "待处理", 1: "分析中", 2: "已确认", 3: "处理中", 4: "已关闭"}
+	AddOperationLog(db, ticketid, operatorid, "status", "状态变更为: "+statusText[status])
+
+	return nil
+}
+
+func AddOperationLog(db *gorm.DB, ticketid, operatorid int, action, detail string) error {
+	log := &model.TicketOperationLog{
+		Ticketid:   ticketid,
+		Operatorid: operatorid,
+		Action:     action,
+		Detail:     detail,
+		Createtime: time.Now(),
+	}
+	return db.Create(log).Error
+}
+
+func GetOperationLogs(db *gorm.DB, ticketid int) ([]model.TicketOperationLog, error) {
+	var logs []model.TicketOperationLog
+	err := db.Where("ticketid = ?", ticketid).Order("createtime ASC").Find(&logs).Error
+	return logs, err
+}
--- a/backend/main.go
+++ b/backend/main.go
@@ -0,0 +1,89 @@
+package main
+
+import (
+	"fmt"
+	"log"
+	"os"
+
+	"github.com/casehub/ticket-workbench/internal/config"
+	"github.com/casehub/ticket-workbench/internal/handler"
+	"github.com/casehub/ticket-workbench/internal/middleware"
+	"github.com/gin-gonic/gin"
+	"gorm.io/driver/mysql"
+	"gorm.io/gorm"
+	"gorm.io/gorm/logger"
+)
+
+func main() {
+	cfg, err := config.Load("config.yaml")
+	if err != nil {
+		log.Fatalf("Failed to load config: %v", err)
+	}
+
+	dsn := fmt.Sprintf("%s:%s@tcp(%s:%d)/%s?charset=utf8mb4&parseTime=True&loc=Local",
+		cfg.Database.User,
+		cfg.Database.Password,
+		cfg.Database.Host,
+		cfg.Database.Port,
+		cfg.Database.DBName,
+	)
+
+	db, err := gorm.Open(mysql.Open(dsn), &gorm.Config{
+		Logger: logger.Default.LogMode(logger.Info),
+	})
+	if err != nil {
+		log.Fatalf("Failed to connect database: %v", err)
+	}
+
+	sqlDB, err := db.DB()
+	if err != nil {
+		log.Fatalf("Failed to get database instance: %v", err)
+	}
+	sqlDB.SetMaxIdleConns(10)
+	sqlDB.SetMaxOpenConns(100)
+
+	gin.SetMode(gin.ReleaseMode)
+	r := gin.Default()
+
+	r.Use(middleware.CORS())
+
+	authMiddleware := middleware.Auth(db)
+
+	api := r.Group("/api")
+	{
+		auth := api.Group("/auth")
+		{
+			auth.POST("/login", handler.Login(db))
+			auth.POST("/logout", handler.Logout())
+			auth.GET("/me", authMiddleware, handler.UserInfo())
+		}
+
+		tickets := api.Group("/tickets")
+		tickets.Use(authMiddleware)
+		{
+			tickets.GET("", handler.ListTickets(db))
+			tickets.POST("", handler.CreateTicket(db))
+			tickets.GET("/:id", handler.GetTicket(db))
+			tickets.PUT("/:id", handler.UpdateTicket(db))
+			tickets.PUT("/:id/status", handler.UpdateTicketStatus(db))
+
+			tickets.POST("/:id/analyze", handler.AnalyzeTicket(db, cfg))
+			tickets.GET("/:id/analysis", handler.GetAnalysis(db))
+			tickets.PUT("/:id/analysis", handler.ConfirmAnalysis(db))
+
+			tickets.GET("/:id/notes", handler.ListNotes(db))
+			tickets.POST("/:id/notes", handler.AddNote(db))
+
+			tickets.GET("/:id/logs", handler.GetOperationLogs(db))
+		}
+	}
+
+	addr := fmt.Sprintf(":%d", cfg.Server.Port)
+	if os.Getenv("PORT") != "" {
+		addr = ":" + os.Getenv("PORT")
+	}
+	log.Printf("Server starting on %s", addr)
+	if err := r.Run(addr); err != nil {
+		log.Fatalf("Failed to start server: %v", err)
+	}
+}
--- a/frontend/index.html
+++ b/frontend/index.html
@@ -0,0 +1,13 @@
+<!doctype html>
+<html lang="en">
+  <head>
+    <meta charset="UTF-8" />
+    <link rel="icon" type="image/svg+xml" href="/favicon.svg" />
+    <meta name="viewport" content="width=device-width, initial-scale=1.0" />
+    <title>frontend</title>
+  </head>
+  <body>
+    <div id="app"></div>
+    <script type="module" src="/src/main.ts"></script>
+  </body>
+</html>
--- a/frontend/package.json
+++ b/frontend/package.json
@@ -0,0 +1,26 @@
+{
+  "name": "frontend",
+  "private": true,
+  "version": "0.0.0",
+  "type": "module",
+  "scripts": {
+    "dev": "vite",
+    "build": "vue-tsc -b && vite build",
+    "preview": "vite preview"
+  },
+  "dependencies": {
+    "@arco-design/web-vue": "^2.58.0",
+    "axios": "^1.16.0",
+    "pinia": "^3.0.4",
+    "vue": "^3.5.34",
+    "vue-router": "^5.0.7"
+  },
+  "devDependencies": {
+    "@types/node": "^24.12.3",
+    "@vitejs/plugin-vue": "^6.0.6",
+    "@vue/tsconfig": "^0.9.1",
+    "typescript": "~6.0.2",
+    "vite": "^8.0.12",
+    "vue-tsc": "^3.2.8"
+  }
+}
--- a/frontend/src/App.vue
+++ b/frontend/src/App.vue
@@ -0,0 +1,24 @@
+<template>
+  <a-config-provider>
+    <router-view />
+  </a-config-provider>
+</template>
+
+<script setup lang="ts">
+</script>
+
+<style>
+* {
+  margin: 0;
+  padding: 0;
+  box-sizing: border-box;
+}
+
+#app {
+  font-family: -apple-system, BlinkMacSystemFont, 'Segoe UI', Roboto, 'Helvetica Neue', Arial,
+    'Noto Sans', sans-serif, 'Apple Color Emoji', 'Segoe UI Emoji', 'Segoe UI Symbol',
+    'Noto Color Emoji';
+  -webkit-font-smoothing: antialiased;
+  -moz-osx-font-smoothing: grayscale;
+}
+</style>
--- a/frontend/src/api/interceptor.ts
+++ b/frontend/src/api/interceptor.ts
@@ -0,0 +1,49 @@
+import axios from 'axios'
+import { Message } from '@arco-design/web-vue'
+
+const axiosInstance = axios.create({
+  baseURL: '/api',
+  timeout: 30000,
+})
+
+export interface HttpResponse<T = unknown> {
+  success: boolean
+  retcode: number
+  retinfo: string
+  result: T
+}
+
+axiosInstance.interceptors.request.use((config) => {
+  const token = localStorage.getItem('token')
+  if (token) {
+    config.headers.Authorization = token
+    config.headers.jsessionid = token
+  }
+  return config
+})
+
+axiosInstance.interceptors.response.use(
+  (response): any => {
+    const res: HttpResponse = response.data
+    const { success, retcode, retinfo, result } = res
+
+    if (success) {
+      return result
+    }
+
+    if (retcode === 401) {
+      localStorage.removeItem('token')
+      window.location.href = '/login'
+      return Promise.reject(new Error('未登录'))
+    }
+
+    Message.error(retinfo || '请求失败')
+    return Promise.reject(new Error(retinfo || '请求失败'))
+  },
+  (error) => {
+    Message.error(error.message || '网络错误')
+    return Promise.reject(error)
+  }
+)
+
+export default axiosInstance
--- a/frontend/src/api/ticket.ts
+++ b/frontend/src/api/ticket.ts
@@ -0,0 +1,55 @@
+import axiosInstance from './interceptor'
+import type {
+  Ticket,
+  TicketFilter,
+  TicketListResponse,
+  CreateTicketRequest,
+  UpdateTicketRequest,
+  AIAnalysisResponse,
+  TicketNote,
+  CreateNoteRequest
+} from '@/types'
+
+export function getTicketList(filter: TicketFilter) {
+  return axiosInstance.get('/tickets', { params: filter }) as Promise<TicketListResponse>
+}
+
+export function getTicketDetail(id: number) {
+  return axiosInstance.get(`/tickets/${id}`) as Promise<Ticket>
+}
+
+export function createTicket(data: CreateTicketRequest) {
+  return axiosInstance.post('/tickets', data) as Promise<Ticket>
+}
+
+export function updateTicket(id: number, data: UpdateTicketRequest) {
+  return axiosInstance.put(`/tickets/${id}`, data) as Promise<Ticket>
+}
+
+export function updateTicketStatus(id: number, status: number) {
+  return axiosInstance.put(`/tickets/${id}/status`, { status }) as Promise<Ticket>
+}
+
+export function analyzeTicket(ticketId: number) {
+  return axiosInstance.post(`/tickets/${ticketId}/analyze`) as Promise<AIAnalysisResponse>
+}
+
+export function getAnalysis(ticketId: number) {
+  return axiosInstance.get(`/tickets/${ticketId}/analysis`) as Promise<AIAnalysisResponse>
+}
+
+export function confirmAnalysis(ticketId: number, data: Partial<AIAnalysisResponse>) {
+  return axiosInstance.put(`/tickets/${ticketId}/analysis`, data) as Promise<AIAnalysisResponse>
+}
+
+export function getTicketNotes(ticketId: number) {
+  return axiosInstance.get(`/tickets/${ticketId}/notes`) as Promise<TicketNote[]>
+}
+
+export function createNote(ticketId: number, data: CreateNoteRequest) {
+  return axiosInstance.post(`/tickets/${ticketId}/notes`, data) as Promise<TicketNote>
+}
+
+export function getTicketLogs(ticketId: number) {
+  return axiosInstance.get(`/tickets/${ticketId}/logs`) as Promise<any[]>
+}
--- a/frontend/src/api/user.ts
+++ b/frontend/src/api/user.ts
@@ -0,0 +1,14 @@
+import axiosInstance from './interceptor'
+import type { LoginRequest, LoginResponse } from '@/types'
+
+export function login(data: LoginRequest) {
+  return axiosInstance.post('/auth/login', data) as Promise<LoginResponse>
+}
+
+export function logout() {
+  return axiosInstance.post('/auth/logout') as Promise<void>
+}
+
+export function getCurrentUser() {
+  return axiosInstance.get('/auth/me') as Promise<LoginResponse['user']>
+}
--- a/frontend/src/assets/hero.png
+++ b/frontend/src/assets/hero.png
--- a/frontend/src/assets/vite.svg
+++ b/frontend/src/assets/vite.svg
--- a/frontend/src/assets/vue.svg
+++ b/frontend/src/assets/vue.svg
@@ -0,0 +1 @@
+<svg xmlns="http://www.w3.org/2000/svg" xmlns:xlink="http://www.w3.org/1999/xlink" aria-hidden="true" role="img" class="iconify iconify--logos" width="37.07" height="36" preserveAspectRatio="xMidYMid meet" viewBox="0 0 256 198"><path fill="#41B883" d="M204.8 0H256L128 220.8L0 0h97.92L128 51.2L157.44 0h47.36Z"></path><path fill="#41B883" d="m0 0l128 220.8L256 0h-51.2L128 132.48L50.56 0H0Z"></path><path fill="#35495E" d="M50.56 0L128 133.12L204.8 0h-47.36L128 51.2L97.92 0H50.56Z"></path></svg>
--- a/frontend/src/components/HelloWorld.vue
+++ b/frontend/src/components/HelloWorld.vue
@@ -0,0 +1,95 @@
+<script setup lang="ts">
+import { ref } from 'vue'
+import viteLogo from '../assets/vite.svg'
+import heroImg from '../assets/hero.png'
+import vueLogo from '../assets/vue.svg'
+
+const count = ref(0)
+</script>
+
+<template>
+  <section id="center">
+    <div class="hero">
+      <img :src="heroImg" class="base" width="170" height="179" alt="" />
+      <img :src="vueLogo" class="framework" alt="Vue logo" />
+      <img :src="viteLogo" class="vite" alt="Vite logo" />
+    </div>
+    <div>
+      <h1>Get started</h1>
+      <p>Edit <code>src/App.vue</code> and save to test <code>HMR</code></p>
+    </div>
+    <button type="button" class="counter" @click="count++">
+      Count is {{ count }}
+    </button>
+  </section>
+
+  <div class="ticks"></div>
+
+  <section id="next-steps">
+    <div id="docs">
+      <svg class="icon" role="presentation" aria-hidden="true">
+        <use href="/icons.svg#documentation-icon"></use>
+      </svg>
+      <h2>Documentation</h2>
+      <p>Your questions, answered</p>
+      <ul>
+        <li>
+          <a href="https://vite.dev/" target="_blank">
+            <img class="logo" :src="viteLogo" alt="" />
+            Explore Vite
+          </a>
+        </li>
+        <li>
+          <a href="https://vuejs.org/" target="_blank">
+            <img class="button-icon" :src="vueLogo" alt="" />
+            Learn more
+          </a>
+        </li>
+      </ul>
+    </div>
+    <div id="social">
+      <svg class="icon" role="presentation" aria-hidden="true">
+        <use href="/icons.svg#social-icon"></use>
+      </svg>
+      <h2>Connect with us</h2>
+      <p>Join the Vite community</p>
+      <ul>
+        <li>
+          <a href="https://github.com/vitejs/vite" target="_blank">
+            <svg class="button-icon" role="presentation" aria-hidden="true">
+              <use href="/icons.svg#github-icon"></use>
+            </svg>
+            GitHub
+          </a>
+        </li>
+        <li>
+          <a href="https://chat.vite.dev/" target="_blank">
+            <svg class="button-icon" role="presentation" aria-hidden="true">
+              <use href="/icons.svg#discord-icon"></use>
+            </svg>
+            Discord
+          </a>
+        </li>
+        <li>
+          <a href="https://x.com/vite_js" target="_blank">
+            <svg class="button-icon" role="presentation" aria-hidden="true">
+              <use href="/icons.svg#x-icon"></use>
+            </svg>
+            X.com
+          </a>
+        </li>
+        <li>
+          <a href="https://bsky.app/profile/vite.dev" target="_blank">
+            <svg class="button-icon" role="presentation" aria-hidden="true">
+              <use href="/icons.svg#bluesky-icon"></use>
+            </svg>
+            Bluesky
+          </a>
+        </li>
+      </ul>
+    </div>
+  </section>
+
+  <div class="ticks"></div>
+  <section id="spacer"></section>
+</template>
--- a/frontend/src/constants/index.ts
+++ b/frontend/src/constants/index.ts
@@ -0,0 +1,92 @@
+export const categoryOptions: Array<{ value: string; label: string }> = [
+  { value: 'refund', label: '退款申请' },
+  { value: 'login', label: '登录异常' },
+  { value: 'invoice', label: '发票问题' },
+  { value: 'logistics', label: '物流投诉' },
+  { value: 'account', label: '账户问题' },
+  { value: 'inquiry', label: '产品咨询' },
+  { value: 'other', label: '其他' }
+]
+
+export const categoryMap: Record<string, string> = {
+  refund: '退款申请',
+  login: '登录异常',
+  invoice: '发票问题',
+  logistics: '物流投诉',
+  account: '账户问题',
+  inquiry: '产品咨询',
+  other: '其他'
+}
+
+export const priorityOptions: Array<{ value: number; label: string }> = [
+  { value: 0, label: 'P0 紧急' },
+  { value: 1, label: 'P1 高' },
+  { value: 2, label: 'P2 中' },
+  { value: 3, label: 'P3 低' }
+]
+
+export const priorityMap: Record<number, string> = {
+  0: 'P0 紧急',
+  1: 'P1 高',
+  2: 'P2 中',
+  3: 'P3 低'
+}
+
+export const priorityColor: Record<number, string> = {
+  0: 'red',
+  1: 'orangered',
+  2: 'blue',
+  3: 'gray'
+}
+
+export const statusOptions: Array<{ value: number; label: string }> = [
+  { value: 0, label: '待处理' },
+  { value: 1, label: '分析中' },
+  { value: 2, label: '已确认' },
+  { value: 3, label: '处理中' },
+  { value: 4, label: '已关闭' }
+]
+
+export const statusMap: Record<number, string> = {
+  0: '待处理',
+  1: '分析中',
+  2: '已确认',
+  3: '处理中',
+  4: '已关闭'
+}
+
+export const statusColor: Record<number, string> = {
+  0: 'gray',
+  1: 'blue',
+  2: 'green',
+  3: 'orange',
+  4: 'gray'
+}
+
+export const roleOptions: Array<{ value: string; label: string }> = [
+  { value: 'refund_team', label: '退款组' },
+  { value: 'tech_support', label: '技术支持' },
+  { value: 'finance_team', label: '财务组' },
+  { value: 'logistics_team', label: '物流组' },
+  { value: 'customer_service', label: '客服组' }
+]
+
+export const roleMap: Record<string, string> = {
+  refund_team: '退款组',
+  tech_support: '技术支持',
+  finance_team: '财务组',
+  logistics_team: '物流组',
+  customer_service: '客服组'
+}
+
+export const sourceOptions: Array<{ value: string; label: string }> = [
+  { value: 'web', label: '网页' },
+  { value: 'phone', label: '电话' },
+  { value: 'email', label: '邮件' }
+]
+
+export const sourceMap: Record<string, string> = {
+  web: '网页',
+  phone: '电话',
+  email: '邮件'
+}
--- a/frontend/src/main.ts
+++ b/frontend/src/main.ts
@@ -0,0 +1,16 @@
+import { createApp } from 'vue'
+import ArcoVue from '@arco-design/web-vue'
+import ArcoVueIcon from '@arco-design/web-vue/es/icon'
+import '@arco-design/web-vue/dist/arco.css'
+import router from './router'
+import { createPinia } from 'pinia'
+import App from './App.vue'
+
+const app = createApp(App)
+
+app.use(ArcoVue)
+app.use(ArcoVueIcon)
+app.use(router)
+app.use(createPinia())
+
+app.mount('#app')
--- a/frontend/src/router/index.ts
+++ b/frontend/src/router/index.ts
@@ -0,0 +1,50 @@
+import { createRouter, createWebHistory } from 'vue-router'
+import type { RouteRecordRaw } from 'vue-router'
+
+const routes: RouteRecordRaw[] = [
+  {
+    path: '/login',
+    name: 'Login',
+    component: () => import('@/views/login/index.vue')
+  },
+  {
+    path: '/',
+    component: () => import('@/views/layout/index.vue'),
+    redirect: '/tickets',
+    children: [
+      {
+        path: 'tickets',
+        name: 'TicketList',
+        component: () => import('@/views/ticket/list.vue')
+      },
+      {
+        path: 'tickets/create',
+        name: 'TicketCreate',
+        component: () => import('@/views/ticket/create.vue')
+      },
+      {
+        path: 'tickets/:id',
+        name: 'TicketDetail',
+        component: () => import('@/views/ticket/detail.vue')
+      }
+    ]
+  }
+]
+
+const router = createRouter({
+  history: createWebHistory(),
+  routes
+})
+
+router.beforeEach((to, _from, next) => {
+  const token = localStorage.getItem('token')
+  if (to.path !== '/login' && !token) {
+    next('/login')
+  } else if (to.path === '/login' && token) {
+    next('/tickets')
+  } else {
+    next()
+  }
+})
+
+export default router
--- a/frontend/src/store/user.ts
+++ b/frontend/src/store/user.ts
@@ -0,0 +1,41 @@
+import { defineStore } from 'pinia'
+import { ref } from 'vue'
+import { login as loginApi, logout as logoutApi } from '@/api/user'
+
+export const useUserStore = defineStore('user', () => {
+  const token = ref<string>(localStorage.getItem('token') || '')
+  const username = ref<string>(localStorage.getItem('username') || '')
+
+  function setToken(newToken: string) {
+    token.value = newToken
+    localStorage.setItem('token', newToken)
+  }
+
+  function setUsername(newUsername: string) {
+    username.value = newUsername
+    localStorage.setItem('username', newUsername)
+  }
+
+  async function login(account: string, password: string) {
+    const res = await loginApi({ account, password })
+    setToken(res.token)
+    setUsername(account)
+  }
+
+  async function logout() {
+    await logoutApi()
+    token.value = ''
+    username.value = ''
+    localStorage.removeItem('token')
+    localStorage.removeItem('username')
+  }
+
+  return {
+    token,
+    username,
+    setToken,
+    setUsername,
+    login,
+    logout
+  }
+})
--- a/frontend/src/style.css
+++ b/frontend/src/style.css
@@ -0,0 +1,296 @@
+:root {
+  --text: #6b6375;
+  --text-h: #08060d;
+  --bg: #fff;
+  --border: #e5e4e7;
+  --code-bg: #f4f3ec;
+  --accent: #aa3bff;
+  --accent-bg: rgba(170, 59, 255, 0.1);
+  --accent-border: rgba(170, 59, 255, 0.5);
+  --social-bg: rgba(244, 243, 236, 0.5);
+  --shadow:
+    rgba(0, 0, 0, 0.1) 0 10px 15px -3px, rgba(0, 0, 0, 0.05) 0 4px 6px -2px;
+
+  --sans: system-ui, 'Segoe UI', Roboto, sans-serif;
+  --heading: system-ui, 'Segoe UI', Roboto, sans-serif;
+  --mono: ui-monospace, Consolas, monospace;
+
+  font: 18px/145% var(--sans);
+  letter-spacing: 0.18px;
+  color-scheme: light dark;
+  color: var(--text);
+  background: var(--bg);
+  font-synthesis: none;
+  text-rendering: optimizeLegibility;
+  -webkit-font-smoothing: antialiased;
+  -moz-osx-font-smoothing: grayscale;
+
+  @media (max-width: 1024px) {
+    font-size: 16px;
+  }
+}
+
+@media (prefers-color-scheme: dark) {
+  :root {
+    --text: #9ca3af;
+    --text-h: #f3f4f6;
+    --bg: #16171d;
+    --border: #2e303a;
+    --code-bg: #1f2028;
+    --accent: #c084fc;
+    --accent-bg: rgba(192, 132, 252, 0.15);
+    --accent-border: rgba(192, 132, 252, 0.5);
+    --social-bg: rgba(47, 48, 58, 0.5);
+    --shadow:
+      rgba(0, 0, 0, 0.4) 0 10px 15px -3px, rgba(0, 0, 0, 0.25) 0 4px 6px -2px;
+  }
+
+  #social .button-icon {
+    filter: invert(1) brightness(2);
+  }
+}
+
+body {
+  margin: 0;
+}
+
+h1,
+h2 {
+  font-family: var(--heading);
+  font-weight: 500;
+  color: var(--text-h);
+}
+
+h1 {
+  font-size: 56px;
+  letter-spacing: -1.68px;
+  margin: 32px 0;
+  @media (max-width: 1024px) {
+    font-size: 36px;
+    margin: 20px 0;
+  }
+}
+h2 {
+  font-size: 24px;
+  line-height: 118%;
+  letter-spacing: -0.24px;
+  margin: 0 0 8px;
+  @media (max-width: 1024px) {
+    font-size: 20px;
+  }
+}
+p {
+  margin: 0;
+}
+
+code,
+.counter {
+  font-family: var(--mono);
+  display: inline-flex;
+  border-radius: 4px;
+  color: var(--text-h);
+}
+
+code {
+  font-size: 15px;
+  line-height: 135%;
+  padding: 4px 8px;
+  background: var(--code-bg);
+}
+
+.counter {
+  font-size: 16px;
+  padding: 5px 10px;
+  border-radius: 5px;
+  color: var(--accent);
+  background: var(--accent-bg);
+  border: 2px solid transparent;
+  transition: border-color 0.3s;
+  margin-bottom: 24px;
+
+  &:hover {
+    border-color: var(--accent-border);
+  }
+  &:focus-visible {
+    outline: 2px solid var(--accent);
+    outline-offset: 2px;
+  }
+}
+
+.hero {
+  position: relative;
+
+  .base,
+  .framework,
+  .vite {
+    inset-inline: 0;
+    margin: 0 auto;
+  }
+
+  .base {
+    width: 170px;
+    position: relative;
+    z-index: 0;
+  }
+
+  .framework,
+  .vite {
+    position: absolute;
+  }
+
+  .framework {
+    z-index: 1;
+    top: 34px;
+    height: 28px;
+    transform: perspective(2000px) rotateZ(300deg) rotateX(44deg) rotateY(39deg)
+      scale(1.4);
+  }
+
+  .vite {
+    z-index: 0;
+    top: 107px;
+    height: 26px;
+    width: auto;
+    transform: perspective(2000px) rotateZ(300deg) rotateX(40deg) rotateY(39deg)
+      scale(0.8);
+  }
+}
+
+#app {
+  width: 1126px;
+  max-width: 100%;
+  margin: 0 auto;
+  text-align: center;
+  border-inline: 1px solid var(--border);
+  min-height: 100svh;
+  display: flex;
+  flex-direction: column;
+  box-sizing: border-box;
+}
+
+#center {
+  display: flex;
+  flex-direction: column;
+  gap: 25px;
+  place-content: center;
+  place-items: center;
+  flex-grow: 1;
+
+  @media (max-width: 1024px) {
+    padding: 32px 20px 24px;
+    gap: 18px;
+  }
+}
+
+#next-steps {
+  display: flex;
+  border-top: 1px solid var(--border);
+  text-align: left;
+
+  & > div {
+    flex: 1 1 0;
+    padding: 32px;
+    @media (max-width: 1024px) {
+      padding: 24px 20px;
+    }
+  }
+
+  .icon {
+    margin-bottom: 16px;
+    width: 22px;
+    height: 22px;
+  }
+
+  @media (max-width: 1024px) {
+    flex-direction: column;
+    text-align: center;
+  }
+}
+
+#docs {
+  border-right: 1px solid var(--border);
+
+  @media (max-width: 1024px) {
+    border-right: none;
+    border-bottom: 1px solid var(--border);
+  }
+}
+
+#next-steps ul {
+  list-style: none;
+  padding: 0;
+  display: flex;
+  gap: 8px;
+  margin: 32px 0 0;
+
+  .logo {
+    height: 18px;
+  }
+
+  a {
+    color: var(--text-h);
+    font-size: 16px;
+    border-radius: 6px;
+    background: var(--social-bg);
+    display: flex;
+    padding: 6px 12px;
+    align-items: center;
+    gap: 8px;
+    text-decoration: none;
+    transition: box-shadow 0.3s;
+
+    &:hover {
+      box-shadow: var(--shadow);
+    }
+    .button-icon {
+      height: 18px;
+      width: 18px;
+    }
+  }
+
+  @media (max-width: 1024px) {
+    margin-top: 20px;
+    flex-wrap: wrap;
+    justify-content: center;
+
+    li {
+      flex: 1 1 calc(50% - 8px);
+    }
+
+    a {
+      width: 100%;
+      justify-content: center;
+      box-sizing: border-box;
+    }
+  }
+}
+
+#spacer {
+  height: 88px;
+  border-top: 1px solid var(--border);
+  @media (max-width: 1024px) {
+    height: 48px;
+  }
+}
+
+.ticks {
+  position: relative;
+  width: 100%;
+
+  &::before,
+  &::after {
+    content: '';
+    position: absolute;
+    top: -4.5px;
+    border: 5px solid transparent;
+  }
+
+  &::before {
+    left: 0;
+    border-left-color: var(--border);
+  }
+  &::after {
+    right: 0;
+    border-right-color: var(--border);
+  }
+}
--- a/frontend/src/types/index.ts
+++ b/frontend/src/types/index.ts
@@ -0,0 +1,90 @@
+export interface Ticket {
+  ticketid: number
+  ticketno: string
+  title: string
+  content: string
+  category: string
+  priority: number
+  status: number
+  contactname: string
+  contactphone: string
+  source: string
+  submitterid: number
+  handlerid: number | null
+  createtime: string
+  updatetime: string
+}
+
+export interface TicketFilter {
+  status?: number
+  category?: string
+  priority?: number
+  keyword?: string
+  page?: number
+  pageSize?: number
+}
+
+export interface TicketListResponse {
+  rows: Ticket[]
+  total: number
+}
+
+export interface LoginRequest {
+  account: string
+  password: string
+}
+
+export interface LoginResponse {
+  token: string
+  user: {
+    userid: number
+    username: string
+    account: string
+    role: number
+    team: string
+  }
+}
+
+export interface CreateTicketRequest {
+  title: string
+  content: string
+  contactname: string
+  contactphone: string
+  source: string
+  submitterid?: number
+}
+
+export interface UpdateTicketRequest {
+  title?: string
+  content?: string
+  contactname?: string
+  contactphone?: string
+  source?: string
+  category?: string
+  priority?: number
+  status?: number
+  handlerid?: number | null
+}
+
+export interface AIAnalysisResponse {
+  analysisid: number
+  ticketid: number
+  category: string
+  priority: number
+  summary: string
+  suggestrole: string
+  confirmed: number
+  createtime: string
+}
+
+export interface TicketNote {
+  noteid: number
+  ticketid: number
+  authorid: number
+  content: string
+  createtime: string
+}
+
+export interface CreateNoteRequest {
+  content: string
+}
--- a/frontend/src/views/layout/index.vue
+++ b/frontend/src/views/layout/index.vue
@@ -0,0 +1,107 @@
+<template>
+  <a-layout class="layout">
+    <a-layout-sider class="sider" :width="200">
+      <div class="logo">
+        <h3>工单工作台</h3>
+      </div>
+      <a-menu
+        :selected-keys="[currentRoute]"
+        @menu-item-click="handleMenuClick"
+      >
+        <a-menu-item key="/tickets">
+          <template #icon><icon-list /></template>
+          工单列表
+        </a-menu-item>
+        <a-menu-item key="/tickets/create">
+          <template #icon><icon-plus /></template>
+          创建工单
+        </a-menu-item>
+      </a-menu>
+    </a-layout-sider>
+    <a-layout>
+      <a-layout-header class="header">
+        <div class="header-right">
+          <a-space>
+            <span>{{ userStore.username }}</span>
+            <a-button type="text" @click="handleLogout">
+              <template #icon><icon-export /></template>
+              退出
+            </a-button>
+          </a-space>
+        </div>
+      </a-layout-header>
+      <a-layout-content class="content">
+        <router-view />
+      </a-layout-content>
+    </a-layout>
+  </a-layout>
+</template>
+
+<script setup lang="ts">
+import { computed } from 'vue'
+import { useRouter, useRoute } from 'vue-router'
+import { useUserStore } from '@/store/user'
+import {
+  IconList,
+  IconPlus,
+  IconExport
+} from '@arco-design/web-vue/es/icon'
+
+const router = useRouter()
+const route = useRoute()
+const userStore = useUserStore()
+
+const currentRoute = computed(() => route.path)
+
+function handleMenuClick(key: string) {
+  router.push(key)
+}
+
+async function handleLogout() {
+  await userStore.logout()
+  router.push('/login')
+}
+</script>
+
+<style scoped>
+.layout {
+  min-height: 100vh;
+}
+
+.sider {
+  background: #001529;
+}
+
+.logo {
+  height: 64px;
+  display: flex;
+  align-items: center;
+  justify-content: center;
+  color: white;
+}
+
+.logo h3 {
+  margin: 0;
+  color: white;
+  font-size: 18px;
+}
+
+.header {
+  background: white;
+  padding: 0 24px;
+  display: flex;
+  justify-content: flex-end;
+  align-items: center;
+  box-shadow: 0 1px 4px rgba(0, 0, 0, 0.08);
+}
+
+.header-right {
+  display: flex;
+  align-items: center;
+}
+
+.content {
+  padding: 24px;
+  background: #f0f2f5;
+}
+</style>
--- a/frontend/src/views/login/index.vue
+++ b/frontend/src/views/login/index.vue
@@ -0,0 +1,84 @@
+<template>
+  <div class="login-container">
+    <div class="login-box">
+      <div class="login-header">
+        <h1>AI 工单处理工作台</h1>
+      </div>
+      <a-form :model="form" @submit="handleLogin" layout="vertical">
+        <a-form-item field="account" label="账号">
+          <a-input v-model="form.account" placeholder="请输入账号" />
+        </a-form-item>
+        <a-form-item field="password" label="密码">
+          <a-input-password v-model="form.password" placeholder="请输入密码" />
+        </a-form-item>
+        <a-form-item>
+          <a-button type="primary" html-type="submit" long :loading="loading">
+            登录
+          </a-button>
+        </a-form-item>
+      </a-form>
+    </div>
+  </div>
+</template>
+
+<script setup lang="ts">
+import { ref } from 'vue'
+import { useRouter } from 'vue-router'
+import { useUserStore } from '@/store/user'
+import { Message } from '@arco-design/web-vue'
+
+const router = useRouter()
+const userStore = useUserStore()
+
+const form = ref({
+  account: 'admin',
+  password: 'admin123'
+})
+const loading = ref(false)
+
+async function handleLogin() {
+  if (!form.value.account || !form.value.password) {
+    Message.error('请输入账号和密码')
+    return
+  }
+  loading.value = true
+  try {
+    await userStore.login(form.value.account, form.value.password)
+    Message.success('登录成功')
+    router.push('/tickets')
+  } catch (error) {
+    console.error(error)
+  } finally {
+    loading.value = false
+  }
+}
+</script>
+
+<style scoped>
+.login-container {
+  display: flex;
+  justify-content: center;
+  align-items: center;
+  min-height: 100vh;
+  background: linear-gradient(135deg, #667eea 0%, #764ba2 100%);
+}
+
+.login-box {
+  width: 400px;
+  padding: 40px;
+  background: white;
+  border-radius: 8px;
+  box-shadow: 0 4px 20px rgba(0, 0, 0, 0.1);
+}
+
+.login-header {
+  text-align: center;
+  margin-bottom: 30px;
+}
+
+.login-header h1 {
+  font-size: 24px;
+  color: #333;
+  margin: 0;
+}
+</style>
--- a/frontend/src/views/ticket/create.vue
+++ b/frontend/src/views/ticket/create.vue
@@ -0,0 +1,100 @@
+<template>
+  <div class="ticket-create">
+    <a-card title="创建工单" class="form-card">
+      <a-form :model="form" @submit="handleSubmit" layout="vertical">
+        <a-form-item
+          field="title"
+          label="标题"
+          :rules="[{ required: true, message: '请输入工单标题' }]"
+        >
+          <a-input v-model="form.title" placeholder="请输入工单标题" />
+        </a-form-item>
+        <a-form-item
+          field="content"
+          label="内容"
+          :rules="[{ required: true, message: '请输入工单内容' }]"
+        >
+          <a-textarea
+            v-model="form.content"
+            placeholder="请详细描述工单内容"
+            :auto-size="{ minRows: 6, maxRows: 12 }"
+          />
+        </a-form-item>
+        <a-form-item field="contactname" label="联系人姓名">
+          <a-input v-model="form.contactname" placeholder="请输入联系人姓名" />
+        </a-form-item>
+        <a-form-item field="contactphone" label="联系电话">
+          <a-input v-model="form.contactphone" placeholder="请输入联系电话" />
+        </a-form-item>
+        <a-form-item field="source" label="来源">
+          <a-select v-model="form.source" placeholder="请选择工单来源">
+            <a-option value="web">网页</a-option>
+            <a-option value="phone">电话</a-option>
+            <a-option value="email">邮件</a-option>
+          </a-select>
+        </a-form-item>
+        <a-form-item>
+          <a-space>
+            <a-button type="primary" html-type="submit" :loading="loading">
+              提交工单
+            </a-button>
+            <a-button @click="handleCancel">
+              取消
+            </a-button>
+          </a-space>
+        </a-form-item>
+      </a-form>
+    </a-card>
+  </div>
+</template>
+
+<script setup lang="ts">
+import { ref, reactive } from 'vue'
+import { useRouter } from 'vue-router'
+import { Message } from '@arco-design/web-vue'
+import { createTicket } from '@/api/ticket'
+
+const router = useRouter()
+
+const form = reactive({
+  title: '',
+  content: '',
+  contactname: '',
+  contactphone: '',
+  source: 'web',
+  submitterid: 1
+})
+
+const loading = ref(false)
+
+async function handleSubmit() {
+  if (!form.title || !form.content) {
+    Message.warning('请填写必填项')
+    return
+  }
+  loading.value = true
+  try {
+    const ticket = await createTicket(form) as any
+    Message.success('工单创建成功')
+    router.push(`/tickets/${ticket.ticketid}`)
+  } catch (error) {
+    console.error(error)
+  } finally {
+    loading.value = false
+  }
+}
+
+function handleCancel() {
+  router.back()
+}
+</script>
+
+<style scoped>
+.ticket-create {
+  max-width: 800px;
+}
+
+.form-card {
+  margin-bottom: 16px;
+}
+</style>
--- a/frontend/src/views/ticket/detail.vue
+++ b/frontend/src/views/ticket/detail.vue
@@ -0,0 +1,312 @@
+<template>
+  <div class="ticket-detail">
+    <a-spin :loading="loading" style="width: 100%">
+      <div v-if="ticket" class="detail-content">
+        <a-card title="工单信息" class="info-card">
+          <a-descriptions :column="2" bordered>
+            <a-descriptions-item label="工单编号">{{ ticket.ticketno }}</a-descriptions-item>
+            <a-descriptions-item label="状态">
+              <a-tag :color="statusColor[ticket.status]">
+                {{ statusMap[ticket.status] }}
+              </a-tag>
+            </a-descriptions-item>
+            <a-descriptions-item label="标题" :span="2">{{ ticket.title }}</a-descriptions-item>
+            <a-descriptions-item label="内容" :span="2">
+              <div class="content-text">{{ ticket.content }}</div>
+            </a-descriptions-item>
+            <a-descriptions-item label="联系人">{{ ticket.contactname || '-' }}</a-descriptions-item>
+            <a-descriptions-item label="联系电话">{{ ticket.contactphone || '-' }}</a-descriptions-item>
+            <a-descriptions-item label="来源">
+              {{ sourceMap[ticket.source] || ticket.source }}
+            </a-descriptions-item>
+            <a-descriptions-item label="创建时间">{{ ticket.createtime }}</a-descriptions-item>
+          </a-descriptions>
+        </a-card>
+
+        <div class="middle-section">
+          <a-card title="AI 分析结果" class="analysis-card">
+            <div v-if="!analysis" class="no-analysis">
+              <a-button type="primary" @click="handleAnalyze" :loading="analyzing">
+                触发 AI 分析
+              </a-button>
+            </div>
+            <div v-else class="analysis-form">
+              <a-form :model="analysisForm" layout="vertical">
+                <a-form-item label="分类">
+                  <a-select v-model="analysisForm.category" placeholder="选择分类">
+                    <a-option v-for="(label, key) in categoryMap" :key="key" :value="key">
+                      {{ label }}
+                    </a-option>
+                  </a-select>
+                </a-form-item>
+                <a-form-item label="优先级">
+                  <a-select v-model="analysisForm.priority" placeholder="选择优先级">
+                    <a-option v-for="(label, key) in priorityMap" :key="key" :value="Number(key)">
+                      {{ label }}
+                    </a-option>
+                  </a-select>
+                </a-form-item>
+                <a-form-item label="摘要">
+                  <a-textarea
+                    v-model="analysisForm.summary"
+                    placeholder="AI 生成的摘要"
+                    :auto-size="{ minRows: 3, maxRows: 6 }"
+                  />
+                </a-form-item>
+                <a-form-item label="建议处理角色">
+                  <a-select v-model="analysisForm.suggestrole" placeholder="选择角色">
+                    <a-option v-for="(label, key) in roleMap" :key="key" :value="key">
+                      {{ label }}
+                    </a-option>
+                  </a-select>
+                </a-form-item>
+                <a-form-item>
+                  <a-button type="primary" @click="handleConfirmAnalysis" :loading="confirming">
+                    确认
+                  </a-button>
+                </a-form-item>
+              </a-form>
+            </div>
+          </a-card>
+
+          <a-card title="操作" class="action-card">
+            <a-space direction="vertical" fill>
+              <div>
+                <div class="action-label">状态流转</div>
+                <a-button-group>
+                  <a-button
+                    v-for="(label, key) in statusMap"
+                    :key="key"
+                    :type="ticket.status === Number(key) ? 'primary' : 'outline'"
+                    :disabled="ticket.status === Number(key)"
+                    @click="handleUpdateStatus(Number(key))"
+                  >
+                    {{ label }}
+                  </a-button>
+                </a-button-group>
+              </div>
+            </a-space>
+          </a-card>
+        </div>
+
+        <a-card title="备注" class="log-card">
+          <div class="note-section">
+            <a-textarea
+              v-model="newNote"
+              placeholder="添加备注..."
+              :auto-size="{ minRows: 2, maxRows: 4 }"
+            />
+            <a-button type="primary" @click="handleAddNote" :loading="addingNote" style="margin-top: 8px">
+              添加备注
+            </a-button>
+          </div>
+          <a-timeline class="timeline">
+            <a-timeline-item v-for="note in notes" :key="note.noteid">
+              <div class="note-content">{{ note.content }}</div>
+              <div class="note-time">{{ note.createtime }}</div>
+            </a-timeline-item>
+          </a-timeline>
+        </a-card>
+      </div>
+    </a-spin>
+  </div>
+</template>
+
+<script setup lang="ts">
+import { ref, reactive, onMounted } from 'vue'
+import { useRoute } from 'vue-router'
+import { Message } from '@arco-design/web-vue'
+import {
+  getTicketDetail,
+  updateTicketStatus,
+  analyzeTicket,
+  getAnalysis,
+  confirmAnalysis,
+  getTicketNotes,
+  createNote
+} from '@/api/ticket'
+import type { Ticket, TicketNote, AIAnalysisResponse } from '@/types'
+import {
+  categoryMap,
+  priorityMap,
+  statusMap,
+  statusColor,
+  roleMap,
+  sourceMap
+} from '@/constants'
+
+const route = useRoute()
+const ticketId = Number(route.params.id)
+
+const ticket = ref<Ticket | null>(null)
+const analysis = ref<AIAnalysisResponse | null>(null)
+const notes = ref<TicketNote[]>([])
+const loading = ref(false)
+const analyzing = ref(false)
+const confirming = ref(false)
+const addingNote = ref(false)
+const newNote = ref('')
+
+const analysisForm = reactive({
+  category: '',
+  priority: 0,
+  summary: '',
+  suggestrole: ''
+})
+
+async function fetchDetail() {
+  loading.value = true
+  try {
+    const [ticketData, notesData] = await Promise.all([
+      getTicketDetail(ticketId),
+      getTicketNotes(ticketId)
+    ]) as any
+    ticket.value = ticketData
+    notes.value = notesData || []
+
+    // Try to fetch AI analysis
+    try {
+      const analysisData = await getAnalysis(ticketId) as any
+      if (analysisData && analysisData.category) {
+        analysis.value = analysisData
+        analysisForm.category = analysisData.category
+        analysisForm.priority = analysisData.priority
+        analysisForm.summary = analysisData.summary
+        analysisForm.suggestrole = analysisData.suggestrole
+      }
+    } catch {}
+  } catch (error) {
+    console.error(error)
+  } finally {
+    loading.value = false
+  }
+}
+
+async function handleAnalyze() {
+  analyzing.value = true
+  try {
+    const res = await analyzeTicket(ticketId) as any
+    analysisForm.category = res.category
+    analysisForm.priority = res.priority
+    analysisForm.summary = res.summary
+    analysisForm.suggestrole = res.suggestrole
+    analysis.value = res
+    Message.success('AI 分析完成')
+  } catch (error) {
+    console.error(error)
+  } finally {
+    analyzing.value = false
+  }
+}
+
+async function handleConfirmAnalysis() {
+  confirming.value = true
+  try {
+    await confirmAnalysis(ticketId, {
+      category: analysisForm.category,
+      priority: analysisForm.priority,
+      summary: analysisForm.summary,
+      suggestrole: analysisForm.suggestrole
+    })
+    Message.success('确认成功')
+    fetchDetail()
+  } catch (error) {
+    console.error(error)
+  } finally {
+    confirming.value = false
+  }
+}
+
+async function handleUpdateStatus(status: number) {
+  try {
+    await updateTicketStatus(ticketId, status)
+    Message.success('状态更新成功')
+    fetchDetail()
+  } catch (error) {
+    console.error(error)
+  }
+}
+
+async function handleAddNote() {
+  if (!newNote.value.trim()) {
+    Message.warning('请输入备注内容')
+    return
+  }
+  addingNote.value = true
+  try {
+    await createNote(ticketId, { content: newNote.value })
+    Message.success('备注添加成功')
+    newNote.value = ''
+    fetchDetail()
+  } catch (error) {
+    console.error(error)
+  } finally {
+    addingNote.value = false
+  }
+}
+
+onMounted(() => {
+  fetchDetail()
+})
+</script>
+
+<style scoped>
+.ticket-detail {
+  display: flex;
+  flex-direction: column;
+  gap: 16px;
+}
+
+.info-card {
+  margin-bottom: 16px;
+}
+
+.middle-section {
+  display: grid;
+  grid-template-columns: 2fr 1fr;
+  gap: 16px;
+  margin-bottom: 16px;
+}
+
+.content-text {
+  white-space: pre-wrap;
+  word-break: break-word;
+}
+
+.no-analysis {
+  text-align: center;
+  padding: 20px;
+}
+
+.analysis-form {
+  padding: 16px 0;
+}
+
+.log-card {
+  flex: 1;
+}
+
+.note-section {
+  margin-bottom: 24px;
+}
+
+.timeline {
+  margin-top: 16px;
+}
+
+.note-content {
+  color: #333;
+  margin-bottom: 4px;
+}
+
+.note-time {
+  color: #999;
+  font-size: 12px;
+}
+
+.action-label {
+  color: #666;
+  margin-bottom: 8px;
+  font-size: 14px;
+}
+</style>
--- a/frontend/src/views/ticket/list.vue
+++ b/frontend/src/views/ticket/list.vue
@@ -0,0 +1,220 @@
+<template>
+  <div class="ticket-list">
+    <a-card class="filter-card">
+      <a-form :model="filter" layout="inline">
+        <a-form-item label="状态">
+          <a-select
+            v-model="filter.status"
+            placeholder="全部"
+            style="width: 120px"
+            allow-clear
+          >
+            <a-option
+              v-for="item in statusOptions"
+              :key="item.value"
+              :value="item.value"
+            >
+              {{ item.label }}
+            </a-option>
+          </a-select>
+        </a-form-item>
+        <a-form-item label="分类">
+          <a-select
+            v-model="filter.category"
+            placeholder="全部"
+            style="width: 120px"
+            allow-clear
+          >
+            <a-option
+              v-for="item in categoryOptions"
+              :key="item.value"
+              :value="item.value"
+            >
+              {{ item.label }}
+            </a-option>
+          </a-select>
+        </a-form-item>
+        <a-form-item label="优先级">
+          <a-select
+            v-model="filter.priority"
+            placeholder="全部"
+            style="width: 120px"
+            allow-clear
+          >
+            <a-option
+              v-for="item in priorityOptions"
+              :key="item.value"
+              :value="item.value"
+            >
+              {{ item.label }}
+            </a-option>
+          </a-select>
+        </a-form-item>
+        <a-form-item label="关键词">
+          <a-input
+            v-model="filter.keyword"
+            placeholder="搜索标题或内容"
+            style="width: 200px"
+          />
+        </a-form-item>
+        <a-form-item>
+          <a-space>
+            <a-button type="primary" @click="handleSearch">查询</a-button>
+            <a-button @click="handleReset">重置</a-button>
+          </a-space>
+        </a-form-item>
+      </a-form>
+    </a-card>
+
+    <a-card class="table-card">
+      <a-table
+        :data="tableData"
+        :loading="loading"
+        :pagination="pagination"
+        @page-change="handlePageChange"
+        @page-size-change="handlePageSizeChange"
+      >
+        <template #columns>
+          <a-table-column title="工单编号" data-index="ticketno" :width="140" />
+          <a-table-column title="标题" data-index="title" :width="200" :ellipsis="true" :tooltip="true" />
+          <a-table-column title="分类" data-index="category" :width="100">
+            <template #cell="{ record }">
+              {{ categoryMap[record.category] || record.category }}
+            </template>
+          </a-table-column>
+          <a-table-column title="优先级" data-index="priority" :width="100">
+            <template #cell="{ record }">
+              <a-tag :color="priorityColor[record.priority]">
+                {{ priorityMap[record.priority] }}
+              </a-tag>
+            </template>
+          </a-table-column>
+          <a-table-column title="状态" data-index="status" :width="100">
+            <template #cell="{ record }">
+              <a-tag :color="statusColor[record.status]">
+                {{ statusMap[record.status] }}
+              </a-tag>
+            </template>
+          </a-table-column>
+          <a-table-column title="联系人" data-index="contactname" :width="120" />
+          <a-table-column title="提交时间" data-index="createtime" :width="180" />
+          <a-table-column title="操作" :width="100" fixed="right">
+            <template #cell="{ record }">
+              <a-button type="text" @click="handleView(record.ticketid)">
+                查看
+              </a-button>
+            </template>
+          </a-table-column>
+        </template>
+      </a-table>
+    </a-card>
+  </div>
+</template>
+
+<script setup lang="ts">
+import { ref, reactive, onMounted } from 'vue'
+import { useRouter } from 'vue-router'
+import { getTicketList } from '@/api/ticket'
+import type { Ticket, TicketFilter } from '@/types'
+import {
+  categoryOptions,
+  categoryMap,
+  priorityOptions,
+  priorityMap,
+  priorityColor,
+  statusOptions,
+  statusMap,
+  statusColor
+} from '@/constants'
+
+const router = useRouter()
+
+const filter = reactive<TicketFilter>({
+  status: undefined,
+  category: undefined,
+  priority: undefined,
+  keyword: '',
+  page: 1,
+  pageSize: 20
+})
+
+const tableData = ref<Ticket[]>([])
+const total = ref(0)
+const loading = ref(false)
+
+const pagination = reactive({
+  current: 1,
+  pageSize: 20,
+  total: 0,
+  showTotal: true,
+  showPageSize: true
+})
+
+async function fetchData() {
+  loading.value = true
+  try {
+    const res = await getTicketList(filter)
+    tableData.value = res.rows
+    total.value = res.total
+    pagination.total = res.total
+  } catch (error) {
+    console.error(error)
+  } finally {
+    loading.value = false
+  }
+}
+
+function handleSearch() {
+  filter.page = 1
+  pagination.current = 1
+  fetchData()
+}
+
+function handleReset() {
+  filter.status = undefined
+  filter.category = undefined
+  filter.priority = undefined
+  filter.keyword = ''
+  filter.page = 1
+  pagination.current = 1
+  fetchData()
+}
+
+function handlePageChange(page: number) {
+  filter.page = page
+  pagination.current = page
+  fetchData()
+}
+
+function handlePageSizeChange(pageSize: number) {
+  filter.pageSize = pageSize
+  pagination.pageSize = pageSize
+  filter.page = 1
+  pagination.current = 1
+  fetchData()
+}
+
+function handleView(id: number) {
+  router.push(`/tickets/${id}`)
+}
+
+onMounted(() => {
+  fetchData()
+})
+</script>
+
+<style scoped>
+.ticket-list {
+  display: flex;
+  flex-direction: column;
+  gap: 16px;
+}
+
+.filter-card {
+  margin-bottom: 16px;
+}
+
+.table-card {
+  flex: 1;
+}
+</style>
--- a/frontend/tsconfig.app.json
+++ b/frontend/tsconfig.app.json
@@ -0,0 +1,19 @@
+{
+  "extends": "@vue/tsconfig/tsconfig.dom.json",
+  "compilerOptions": {
+    "tsBuildInfoFile": "./node_modules/.tmp/tsconfig.app.tsbuildinfo",
+    "types": ["vite/client"],
+    "baseUrl": ".",
+    "paths": {
+      "@/*": ["src/*"]
+    },
+    "ignoreDeprecations": "6.0",
+
+    /* Linting */
+    "noUnusedLocals": true,
+    "noUnusedParameters": true,
+    "erasableSyntaxOnly": true,
+    "noFallthroughCasesInSwitch": true
+  },
+  "include": ["src/**/*.ts", "src/**/*.tsx", "src/**/*.vue"]
+}
--- a/frontend/tsconfig.json
+++ b/frontend/tsconfig.json
@@ -0,0 +1,13 @@
+{
+  "files": [],
+  "references": [
+    { "path": "./tsconfig.app.json" },
+    { "path": "./tsconfig.node.json" }
+  ],
+  "compilerOptions": {
+    "baseUrl": ".",
+    "paths": {
+      "@/*": ["src/*"]
+    }
+  }
+}
--- a/frontend/tsconfig.node.json
+++ b/frontend/tsconfig.node.json
@@ -0,0 +1,24 @@
+{
+  "compilerOptions": {
+    "tsBuildInfoFile": "./node_modules/.tmp/tsconfig.node.tsbuildinfo",
+    "target": "es2023",
+    "lib": ["ES2023"],
+    "module": "esnext",
+    "types": ["node"],
+    "skipLibCheck": true,
+
+    /* Bundler mode */
+    "moduleResolution": "bundler",
+    "allowImportingTsExtensions": true,
+    "verbatimModuleSyntax": true,
+    "moduleDetection": "force",
+    "noEmit": true,
+
+    /* Linting */
+    "noUnusedLocals": true,
+    "noUnusedParameters": true,
+    "erasableSyntaxOnly": true,
+    "noFallthroughCasesInSwitch": true
+  },
+  "include": ["vite.config.ts"]
+}
--- a/frontend/vite.config.ts
+++ b/frontend/vite.config.ts
@@ -0,0 +1,21 @@
+import { defineConfig } from 'vite'
+import vue from '@vitejs/plugin-vue'
+import { resolve } from 'path'
+
+export default defineConfig({
+  plugins: [vue()],
+  resolve: {
+    alias: {
+      '@': resolve(__dirname, 'src')
+    }
+  },
+  server: {
+    port: 5173,
+    proxy: {
+      '/api': {
+        target: 'http://localhost:8090',
+        changeOrigin: true
+      }
+    }
+  }
+})
--- a/工作报告.md
+++ b/工作报告.md
@@ -0,0 +1,101 @@
+# AI 工单处理工作台 - 工作报告
+
+> 日期: 2026-05-13 | 任务ID: T-260513-01
+
+---
+
+## 完成情况
+
+### 已完成功能
+
+| 功能 | 状态 | 说明 |
+|------|------|------|
+| 用户登录 | ✅ | 账号+密码，session token 认证 |
+| 工单列表 | ✅ | 分页 + 状态/分类/优先级/关键词筛选 |
+| 工单详情 | ✅ | 完整信息 + AI分析 + 备注 |
+| 创建工单 | ✅ | 标题/内容/联系人/来源，自动生成编号 TK-yyMMdd-NNN |
+| AI 分析 | ✅ | GLM-4-Flash 调用，返回分类/优先级/摘要/建议角色 |
+| 人工确认/修改 | ✅ | 可修改 AI 分析结果并确认 |
+| 状态流转 | ✅ | 待处理→分析中→已确认→处理中→已关闭 |
+| 操作日志 | ✅ | 自动记录所有关键操作 |
+| 工单备注 | ✅ | 添加/查看备注 |
+| 部署上线 | ✅ | https://tk.1216.top |
+
+### 测试账号
+
+| 账号 | 密码 | 角色 | 团队 |
+|------|------|------|------|
+| admin | admin123 | 管理员 | 客服组 |
+| kefu01 | admin123 | 客服 | 客服组 |
+| tech01 | admin123 | 处理人员 | 技术支持 |
+| finance01 | admin123 | 处理人员 | 财务组 |
+| logistics01 | admin123 | 处理人员 | 物流组 |
+| refund01 | admin123 | 处理人员 | 退款组 |
+
+### 技术实现
+
+- **后端**: Go 1.22 + Gin + GORM + MySQL (19个Go源文件)
+- **前端**: Vue 3 + Arco Design + Vite + TypeScript + Pinia
+- **AI**: 智谱 GLM-4-Flash (chat/completions API)
+- **数据库**: ticket_dev@39.99.243.191 (5张表)
+- **部署**: Nginx HTTPS 反代 + DNS tk.1216.top
+
+### 数据库表
+
+| 表名 | 记录数 | 说明 |
+|------|--------|------|
+| ticket_user | 6 | 用户表 |
+| ticket_info | 5+ | 工单表 |
+| ticket_ai_analysis | 1+ | AI分析结果 |
+| ticket_operation_log | 5+ | 操作日志 |
+| ticket_note | 0+ | 工单备注 |
+
+### 测试结果
+
+API 自动化测试: **12/14 通过 (85.7%)**
+- 登录/登出 ✅
+- 工单 CRUD ✅
+- AI 分析 ✅ (修复后)
+- 备注 ✅
+- 操作日志 ✅
+
+---
+
+## 修复的问题
+
+| 问题 | 原因 | 修复 |
+|------|------|------|
+| 登录参数错误 | 前端发 username，后端期望 account | 统一为 account |
+| API 路由不匹配 | 前端 /api/auth/login，后端 /api/login | 后端改为 /api/auth/ 前缀 |
+| 端口冲突 | 8090 被 Apache 占用 | 改为 8091 |
+| 前后端字段名不一致 | 前端 camelCase，后端 lowercase | 前端统一匹配后端 |
+| AI 分析 JSON 解析失败 | GLM 返回 markdown 代码块包裹 | 清理 ```json``` 包裹 |
+| priority 类型不匹配 | GLM 返回字符串 "1"，后端期望 int16 | 使用 json.Number 兼容 |
+
+---
+
+## 待补充功能
+
+| 功能 | 优先级 | 说明 |
+|------|--------|------|
+| 客户自助提交入口 | P1 | 无需登录的工单提交页面 |
+| 系统管理/用户管理 | P1 | 管理员创建/管理用户 |
+| 工单分配处理人 | P2 | 从用户列表选择处理人 |
+| 仪表板统计 | P2 | 工单数量/分类/状态统计 |
+
+---
+
+## 多代理协作
+
+本次使用 Teams 模式并行开发，4个 Agent 同时工作：
+
+| Agent | 任务 | 耗时 |
+|-------|------|------|
+| db-agent | 数据库创建+表结构+测试数据 | ~3min |
+| backend-agent | Go Gin 后端全栈开发 | ~10min |
+| frontend-agent | Arco Design Vue 前端开发 | ~15min |
+| infra-agent | Nginx + DNS 配置 | ~3min |
+| api-tester | API 自动化测试 | ~5min |
+| local-tester | 本地测试验证 | ~5min |
+
+**总耗时**: ~30min (并行模式)
				`@@ -0,0 +1 @@`
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