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。

frontend/src/__tests__/components/tickets/TicketSidePanel.spec.ts

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+/*
+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.
+*/
+
+import { describe, it, expect, vi } from 'vitest'
+import { mount } from '@vue/test-utils'
+
+vi.mock('vue-router', () => ({ useRouter: () => ({ push: vi.fn() }) }))
+vi.mock('@/composables/useUsers', () => ({
+  useUsers: () => ({ users: { value: [] }, fetchUsers: vi.fn().mockResolvedValue([]) }),
+}))
+
+import TicketSidePanel from '../../../components/tickets/TicketSidePanel.vue'
+import type { Ticket } from '../../../types/ticket'
+
+const baseTicket = {
+  id: 't1',
+  ticket_number: 12,
+  display_number: 'TKT-12',
+  organization_id: 'org1',
+  title: 'Refund never arrived',
+  status: 'closed',
+  priority: 'medium',
+  source: 'chat_ai',
+  reopened_count: 0,
+} as Ticket
+
+const createWrapper = (ticket: Partial<Ticket> = {}, linkedSessionIds: string[] = ['s1']) =>
+  mount(TicketSidePanel, {
+    props: {
+      ticket: { ...baseTicket, ...ticket } as Ticket,
+      linkedSessionIds,
+      canManage: false,
+    },
+    global: { stubs: { 'font-awesome-icon': true } },
+  })
+
+const csatCard = (wrapper: ReturnType<typeof createWrapper>) =>
+  wrapper.findAll('.panel-card').find((card) => card.text().startsWith('CSAT'))!
+
+describe('TicketSidePanel CSAT card', () => {
+  it('shows the score once the customer has rated', () => {
+    const card = csatCard(
+      createWrapper({
+        csat_requested_at: '2026-07-20T10:00:00Z',
+        csat_responded_at: '2026-07-20T11:00:00Z',
+        csat_score: 4,
+      }),
+    )
+    expect(card.text()).toContain('4/5')
+    expect(card.findAll('.csat-stars font-awesome-icon-stub')).toHaveLength(5)
+    expect(card.text()).toContain('Rated by the customer')
+  })
+
+  it('shows pending while the ask is out', () => {
+    const card = csatCard(createWrapper({ csat_requested_at: '2026-07-20T10:00:00Z' }))
+    expect(card.text()).toContain('待评价')
+    expect(card.find('.csat-stars').exists()).toBe(false)
+  })
+
+  it('goes back to pending when a reopened ticket is asked again', () => {
+    const card = csatCard(
+      createWrapper({
+        csat_score: 2,
+        csat_responded_at: '2026-07-20T11:00:00Z',
+        csat_requested_at: '2026-07-21T09:00:00Z',
+      }),
+    )
+    expect(card.text()).toContain('待评价')
+    expect(card.text()).not.toContain('2/5')
+  })
+
+  it('shows not requested before close', () => {
+    const card = csatCard(createWrapper())
+    expect(card.text()).toContain('未邀请评价')
+    expect(card.text()).toContain('工单关闭时会自动邀请评价')
+  })
+
+  it('explains why a ticket with no conversation is never asked', () => {
+    const card = csatCard(createWrapper({}, []))
+    expect(card.text()).toContain('没有可评价的关联会话')
+  })
+})