feat(modules): 帮助中心、工单、工作流与多渠道接入

补齐 FAQ、帮助中心、工单、可视化工作流及 Telegram/WhatsApp/Slack 等渠道模块。

backend/app/services/ticket_events.py

@@ -0,0 +1,55 @@
+"""
+Copyright 2024-2026 ChatterMate
+
+Licensed under the Apache License, Version 2.0 (the "License");
+you may not use this file except in compliance with the License.
+You may obtain a copy of the License at
+
+    http://www.apache.org/licenses/LICENSE-2.0
+
+Unless required by applicable law or agreed to in writing, software
+distributed under the License is distributed on an "AS IS" BASIS,
+WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied.
+See the License for the specific language governing permissions and
+limitations under the License.
+
+Live ticket updates to the dashboard. Emitted into the per-org ticket room on
+the /agent namespace after a mutation commits; the frontend keeps a poll
+fallback, so a missed frame is never fatal.
+"""
+
+from typing import Optional
+from uuid import UUID
+
+from app.core.logger import get_logger
+from app.core.socketio import sio
+
+logger = get_logger(__name__)
+
+ORG_TICKET_ROOM_PREFIX = "org_tickets_"
+
+
+def org_ticket_room(organization_id) -> str:
+    return f"{ORG_TICKET_ROOM_PREFIX}{organization_id}"
+
+
+async def emit_ticket_update(
+    organization_id: UUID,
+    ticket_id: UUID,
+    kind: str,
+    payload: Optional[dict] = None,
+) -> None:
+    """kind: 'created' | 'status' | 'triage' | 'comment' | 'run' | 'updated'."""
+    try:
+        await sio.emit(
+            "ticket_update",
+            {
+                "ticket_id": str(ticket_id),
+                "kind": kind,
+                "payload": payload or {},
+            },
+            room=org_ticket_room(organization_id),
+            namespace="/agent",
+        )
+    except Exception as e:
+        logger.error(f"ticket_update emit failed for {ticket_id}: {e}")