{% extends 'base.html' %}
{% block content %}
<div class="container mt-4">
    <h1 class="mb-3">Ticket #{{ ticket.id }} — {{ ticket.subject }}</h1>
    
    <div class="row">
        <div class="col-md-8">
            <!-- Ticket Info -->
            <div class="card mb-4">
                <div class="card-body">
                    <p><strong>Status:</strong> 
                        <span class="badge {% if ticket.status == 'Resolved' %}bg-success{% elif ticket.status == 'In Progress' %}bg-primary{% else %}bg-secondary{% endif %}">{{ ticket.status }}</span>
                    </p>
                    <p><strong>Priority:</strong> 
                        <span class="badge {% if ticket.priority == 'Urgent' %}bg-danger{% elif ticket.priority == 'High' %}bg-warning{% else %}bg-info{% endif %}">{{ ticket.priority }}</span>
                    </p>
                    <p><strong>Created:</strong> {{ ticket.created_at|date:"d M Y H:i" }}</p>
                    <p><strong>Description:</strong><br>{{ ticket.description }}</p>
                </div>
            </div>

            <!-- Conversation History -->
            <h4 class="mb-3">Conversation</h4>
            <div class="list-group mb-4">
                {% for msg in chat_messages %}
                <div class="list-group-item">
                    <strong>{% if msg.is_bot %}🤖 NexusMart AI{% else %}👤 You{% endif %}:</strong> 
                    {{ msg.message }}
                    <small class="text-muted d-block">{{ msg.created_at|date:"d M Y H:i" }}</small>
                </div>
                {% endfor %}

                {% for reply in replies %}
                <div class="list-group-item {% if reply.is_from_admin %}list-group-item-primary{% else %}list-group-item-light{% endif %}">
                    <strong>{% if reply.is_from_admin %}👨‍💼 Support Team{% else %}👤 You{% endif %}:</strong> 
                    {{ reply.message }}
                    <small class="text-muted d-block">{{ reply.created_at|date:"d M Y H:i" }}</small>
                    
                    {% if reply.attachment %}
                    <div class="mt-2">
                        <a href="{{ reply.attachment.url }}" target="_blank" class="btn btn-sm btn-outline-secondary">
                            📎 Download {{ reply.attachment.name|truncatechars:35 }}
                        </a>
                    </div>
                    {% endif %}
                </div>
                {% endfor %}
            </div>
        </div>
    </div>

    <!-- Customer Reply Form -->
    <div class="card">
        <div class="card-header bg-light">
            <h5 class="mb-0">Reply to Support Team</h5>
        </div>
        <div class="card-body">
            <form method="post" enctype="multipart/form-data" action="{% url 'ticket_reply_customer' ticket.id %}">
                {% csrf_token %}
                <div class="mb-3">
                    <label class="form-label">Your Message</label>
                    <textarea name="message" class="form-control" rows="5" placeholder="Type your reply here..." required></textarea>
                </div>
                <div class="mb-3">
                    <label class="form-label">Attachment (optional)</label>
                    <input type="file" name="attachment" class="form-control">
                    <small class="text-muted">Images, PDFs, order screenshots, etc.</small>
                </div>
                <button type="submit" class="btn btn-primary">Send Reply</button>
            </form>
        </div>
    </div>

    <a href="{% url 'my_tickets' %}" class="btn btn-secondary mt-3">← Back to My Tickets</a>
</div>
{% endblock %}