docs: 交付文档、维护指引与端到端回归

补齐 README、开发计划、维护交接与 E2E 用例，执行最终验收。

e2e/specs/tickets/ai-ticket.spec.ts

@@ -0,0 +1,83 @@
+import { test, expect, chatMessages, chatsWithAgent, runWorkerOnce, sql, unique, uuid, AI_REPLY } from '@e2e'
+
+test.describe('tickets', () => {
+  test('the AI opens a ticket that an agent then works in the dashboard @tickets', async ({ agent, widget, llm, ticketsPage }) => {
+    const summary = `Checkout button does nothing ${unique('T')}`
+    await llm.script(agent, (s) => s
+      .when(/broken|does nothing/i).createTicket('I have logged this for our team.', summary)
+      .otherwise().reply('Happy to help!'))
+
+    await widget.embed()
+    await widget.open()
+    await widget.send('The checkout button does nothing when I click it')
+    await expect(widget.lastAgentMessage()).toHaveText('I have logged this for our team.', AI_REPLY)
+
+    await ticketsPage.goto()
+    await ticketsPage.open(summary)
+    await ticketsPage.setStatus('In progress')
+    await ticketsPage.page.reload()
+    await expect(ticketsPage.statusLabel).toHaveText('In progress')
+  })
+})
+
+test.describe('resolving a ticket', () => {
+  test('the customer hears about the fix in the chat the ticket came from @tickets', async ({ agent, widget, llm, ticketsPage, adminApi }) => {
+    const summary = `Coupon code rejected ${unique('T')}`
+    await llm.script(agent, (s) => s
+      .when(/coupon/i).createTicket('I have logged this for our team.', summary)
+      .otherwise().reply('Happy to help!'))
+    await widget.embed()
+    await widget.open()
+    await widget.send('My coupon code is rejected at checkout')
+    await expect(widget.lastAgentMessage()).toHaveText('I have logged this for our team.', AI_REPLY)
+
+    await ticketsPage.goto()
+    await ticketsPage.open(summary)
+    const ticketId = new URL(ticketsPage.page.url()).pathname.split('/').at(-1)
+    await adminApi.post(`/tickets/${ticketId}/resolve`, {
+      data: { outcome: 'fixed', resolution_summary: 'Expired promotion table', customer_message: 'Good news: your coupon works again.' },
+    })
+
+    await expect(widget.lastAgentMessage()).toContainText('Good news: your coupon works again.', AI_REPLY)
+    await ticketsPage.page.reload()
+    await expect(ticketsPage.statusLabel).toHaveText('Resolved · confirming')
+  })
+})
+
+// The rating request comes from the ticket worker, a separate process; it reaches
+// the visitor's open widget through Redis, as in production — so @redis (nightly).
+test.describe('ticket satisfaction', () => {
+  test.use({ agentSettings: { askForRating: true } })
+
+  test('a resolved ticket closes after its confirmation window and asks the customer for a rating, which is kept @tickets @workers @redis', async ({ agent, widget, llm, ticketsPage, adminApi }) => {
+    const summary = `Invoice shows the wrong VAT ${unique('T')}`
+    await llm.script(agent, (s) => s
+      .when(/invoice/i).createTicket('I have logged this for our team.', summary)
+      .otherwise().reply('Happy to help!'))
+    await widget.embed()
+    await widget.open()
+    await widget.send('My invoice shows the wrong VAT')
+    await expect(widget.lastAgentMessage()).toHaveText('I have logged this for our team.', AI_REPLY)
+
+    await ticketsPage.goto()
+    await ticketsPage.open(summary)
+    const ticketId = uuid(new URL(ticketsPage.page.url()).pathname.split('/').at(-1)!)
+    await adminApi.post(`/tickets/${ticketId}/resolve`, { data: { outcome: 'fixed', customer_message: 'Fixed: a corrected invoice is on its way.' } })
+    await expect(widget.lastAgentMessage()).toContainText('Fixed: a corrected invoice is on its way.', AI_REPLY)
+
+    // The customer never replies; the confirmation window (72h by default) runs out.
+    sql(`UPDATE tickets SET confirmation_requested_at = now() - interval '73 hours' WHERE id = '${ticketId}'`)
+    await runWorkerOnce('ticket-lifecycle')
+
+    await expect(widget.ratingPrompt).toBeVisible(AI_REPLY)
+    await widget.rate(4)
+    await expect(widget.ratingThanks).toBeVisible()
+    await expect.poll(async () => (await adminApi.get<{ ticket: { status: string; csat_score: number | null } }>(`/tickets/${ticketId}`)).ticket)
+      .toMatchObject({ status: 'closed', csat_score: 4 })
+
+    // The ask is part of the conversation, so agents see it in the thread too.
+    const [chat] = await chatsWithAgent(adminApi, agent.id)
+    const asks = (await chatMessages(adminApi, chat.session_id)).filter((m) => m.message?.startsWith('How did we do on ticket'))
+    expect(asks).toHaveLength(1)
+  })
+})