fix: classify Telegram ticket replies by message id and record safe routing diagnostics

app/Http/Controllers/V1/Guest/TelegramController.php

@@ -35,6 +35,9 @@ class TelegramController extends Controller
         $data = $request->json()->all();
 
         $this->formatMessage($data);
+        if ($this->msg) {
+            app(\App\Services\TelegramTickets\TicketBridge::class)->observeIncoming($this->msg->raw_message, (int) $this->msg->update_id);
+        }
         $this->formatChatJoinRequest($data);
         $this->handle();
     }
@@ -97,9 +100,9 @@ class TelegramController extends Controller
             'is_private' => $message['chat']['type'] === 'private',
         ];
 
-        if (isset($message['reply_to_message']['text'])) {
+        if (isset($message['reply_to_message']['message_id'])) {
             $this->msg->message_type = 'reply_message';
-            $this->msg->reply_text = $message['reply_to_message']['text'];
+            $this->msg->reply_text = $message['reply_to_message']['text'] ?? '';
         }
     }
 

app/Services/TelegramTickets/TicketBridge.php

@@ -14,6 +14,16 @@ use Illuminate\Support\Facades\DB;
 class TicketBridge {
  public function settings():array {return array_replace(['notify_enabled'=>true,'reply_enabled'=>false,'receiver_user_ids'=>[]],(array)admin_setting('telegram_ticket',[]));}
  public function botKey():string {return hash('sha256',(string)admin_setting('telegram_bot_token',''));}
+ public function observeIncoming(array $message,int $updateId):void {
+  // Keep only short-lived routing facts for bound administrators, never message text or credentials.
+  if(($message['chat']['type']??'')!=='private'||($message['from']['is_bot']??true)||($message['from']['id']??null)!=($message['chat']['id']??0))return;
+  try {
+   $admin=User::where('telegram_id',$message['from']['id'])->where('is_admin',1)->where('banned',0)->first();if(!$admin)return;
+   $replyId=$message['reply_to_message']['message_id']??null;
+   $matched=$replyId!==null&&TelegramTicketMessage::where('bot_key',$this->botKey())->where('chat_id',$message['chat']['id'])->where('telegram_message_id',$replyId)->exists();
+   Cache::put('tg_ticket_inbound_'.$this->botKey().'_'.$admin->id,['received_at'=>now()->toIso8601String(),'update_id'=>$updateId,'is_reply'=>$replyId!==null,'matched_ticket'=>$matched],3600);
+  }catch(\Throwable $e){\Illuminate\Support\Facades\Log::warning('Telegram ticket routing diagnostics unavailable');}
+ }
  public function receivers() {
   $q=User::where('is_admin',1)->whereNotNull('telegram_id')->where('banned',0);
   $ids=$this->settings()['receiver_user_ids'];if($ids)$q->whereIn('id',$ids);return $q->get();

docs/maintenance/STATUS.md

@@ -65,3 +65,9 @@ Resend 发信、常规 SMTP、配额回退、投递事件回调、master 一次
 检查当前 app 与 plugins-core 发信入口：工单创建/用户追加内容推送 Telegram，管理员回复的邮件收件人为工单提交用户；收款与节点离线通知也通过 Telegram；用量日报由 master 发送 Telegram。未发现专门向管理员邮箱发送上述汇报的代码，因此没有需要移除的管理员邮件汇报实现。本次不新增全局邮箱封锁，不删除验证码、登录邮件、人工群发或正常用户通知；管理员汇报渠道约束已写入 BUSINESS_RULES.md。该核查不是新的真实工单验收。
 
 用户随后明确关闭管理员邮箱汇报应通过开关保留实现，不能删除代码。已更新业务约束；当前尚未找到此类实际邮件入口，本轮没有删代码，也没有添加没有实际对象的开关。若后续增加该类入口，须提供独立默认关闭的开关。线上机器人现已启用，官方回调地址已注册，管理员绑定数仍为零；真实工单链路尚未验收。
+
+### Telegram 真实回复排查
+
+管理员完成绑定并开启回复后，已通过正式队列向管理员私聊发送一条隔离测试工单通知。用户确认收到并已使用回复功能发送文字，但现场核对仍未发现管理员回复、关联更新记录或 ticket_reply 邮件。绑定、通知映射、回复权限和官方回调 HTTP 200 均已核对，不能据此宣布真实闭环通过。
+
+补充真实控制器 → 原插件 → 工单与邮件队列的隔离回归，回复按引用消息编号识别而不依赖引用原文；为已绑定管理员增加一小时自动过期、无正文的路由诊断缓存。工单与邮件测试合计 70 项、383 个断言通过，PHP 语法检查通过。此处记录为本地修正，发布及真实回复验收仍需现场核对。

docs/maintenance/TELEGRAM_TICKETS.md

@@ -33,3 +33,7 @@
 迁移包含两张新表，应先备份数据库，再通过 Git 发布并执行迁移，刷新后台视图并重载队列。回滚代码时保留消息关联和去重记录，避免重复通知。
 
 隔离测试与网页显示/保存不能替代真实验收。完整验收需管理员完成绑定，使用测试用户提交工单，管理员私聊回复，确认网站保存、邮件实际收到和重复更新不重复写入。记录结果到 STATUS.md；不得保存用户原始工单或令牌。
+
+## 回复接收排查
+
+回复按 reply_to_message.message_id 识别，不依赖引用原文是否包含 text。对已绑定且未禁用管理员的私聊文字消息，在缓存保留最后一次接收时间、更新编号、是否使用回复、是否命中工单关联，最多一小时；不保存消息正文、账号凭据或原始请求。该记录仅供服务器维护排错，不能以收到回调代替工单写回或邮件送达验收。

tests/Feature/TelegramTickets/TicketBridgeTest.php

@@ -94,6 +94,31 @@ class TicketBridgeTest extends TestCase {
   $this->assertStringContainsString('已绑定其他网站',$this->bridge->bind($this->message(['chat'=>['id'=>999],'from'=>['id'=>999]]),$code));
   $this->assertSame(1,TicketMessage::count());$this->assertSame(123,(int)$this->admin->fresh()->telegram_id);
  }
+ public function test_real_webhook_routes_reply_by_message_id_without_original_text():void {
+  $this->app->instance('hook.filters',[]);
+  require_once base_path('plugins-core/Telegram/Plugin.php');
+  Http::fake(['api.telegram.org/*'=>Http::response(['ok'=>true,'result'=>['message_id'=>987]],200)]);
+  $plugin=new \Plugin\Telegram\Plugin('telegram');$plugin->boot();
+  admin_setting(['telegram_webhook_secret'=>'testsecret']);
+  $message=$this->message(['message_id'=>567]);
+  $request=\Illuminate\Http\Request::create('/','POST',[],[],[],['CONTENT_TYPE'=>'application/json'],json_encode(['update_id'=>55,'message'=>$message]));
+  $request->headers->set('X-Telegram-Bot-Api-Secret-Token','testsecret');
+  app(\App\Http\Controllers\V1\Guest\TelegramController::class)->webhook($request);
+  $this->assertSame(2,TicketMessage::count());
+  Bus::assertDispatched(SendEmailJob::class,1);
+  $diagnostic=Cache::get('tg_ticket_inbound_'.$this->bridge->botKey().'_'.$this->admin->id);
+  $this->assertTrue($diagnostic['is_reply']);$this->assertTrue($diagnostic['matched_ticket']);
+  $this->assertArrayNotHasKey('text',$diagnostic);
+ }
+ public function test_routing_diagnostics_distinguish_unmatched_reply_and_ignore_customers():void {
+  $this->bridge->observeIncoming($this->message(['reply_to_message'=>['message_id'=>999]]),9);
+  $key='tg_ticket_inbound_'.$this->bridge->botKey().'_'.$this->admin->id;
+  $this->assertFalse(Cache::get($key)['matched_ticket']);
+  $message=$this->message();unset($message['reply_to_message']);$this->bridge->observeIncoming($message,10);
+  $this->assertFalse(Cache::get($key)['is_reply']);
+  $this->bridge->observeIncoming($this->message(['from'=>['id'=>999]]),11);
+  $this->assertSame(10,Cache::get($key)['update_id']);
+ }
  public function test_webhook_checks_secret_header_and_refuses_another_bot_webhook():void {
   Http::fake(['api.telegram.org/*/getMe'=>Http::response(['ok'=>true,'result'=>['username'=>'testbot']],200),
    'api.telegram.org/*/getWebhookInfo'=>Http::response(['ok'=>true,'result'=>['url'=>'https://another.example/webhook']],200)]);