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/api/help_center/faqs.py

@@ -0,0 +1,240 @@
+"""
+Copyright 2024-2026 ReplyPier
+
+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.
+"""
+
+from typing import List, Optional
+from uuid import UUID
+
+from fastapi import APIRouter, Depends, File, HTTPException, Query, UploadFile
+from sqlalchemy.orm import Session
+
+from app.core.auth import require_permissions
+from app.database import get_db
+from app.models.faq import FAQ, FAQStatus
+from app.models.schemas.faq import (
+    FAQBulkDeleteRequest,
+    FAQBulkStatusRequest,
+    FAQCreate,
+    FAQListResponse,
+    FAQResponse,
+    FAQUpdate,
+)
+from app.models.schemas.pagination import Pagination
+from app.models.user import User
+from app.repositories.faq import FAQRepository
+from app.services.help_center_access import check_help_center_access
+from app.services.image_security import sanitize_image
+from app.core.params import PageNumber
+from app.services.help_center_images import (
+    FAQ_IMAGE_FIT_DIM,
+    FAQ_IMAGE_MAX_DIM,
+    FAQ_IMAGE_TYPES,
+    MAX_FAQ_IMAGE_BYTES,
+    store_article_image,
+)
+from app.services.help_center_settings import (
+    generate_faq_slug,
+    normalize_url_path,
+    resolve_faq_slug,
+    resolve_faq_url_path,
+)
+
+router = APIRouter()
+
+
+def _get_owned_faq(faq_id: UUID, current_user: User, db: Session) -> FAQ:
+    faq = FAQRepository(db).get_by_id(faq_id, current_user.organization_id)
+    # 404 for both missing and cross-org ids (don't reveal existence).
+    if not faq:
+        raise HTTPException(status_code=404, detail="FAQ not found")
+    return faq
+
+
+@router.get("/faqs", response_model=FAQListResponse)
+async def list_faqs(
+    status: Optional[FAQStatus] = Query(default=None),
+    category: Optional[str] = Query(default=None),
+    q: Optional[str] = Query(default=None, max_length=200),
+    page: PageNumber = 1,
+    page_size: int = Query(default=100, ge=1, le=200),
+    current_user: User = Depends(require_permissions("manage_knowledge")),
+    db: Session = Depends(get_db),
+):
+    items, total = FAQRepository(db).list_for_org(
+        current_user.organization_id,
+        status=status,
+        category=category,
+        search=q,
+        skip=(page - 1) * page_size,
+        limit=page_size,
+    )
+    return FAQListResponse(
+        faqs=[FAQResponse.model_validate(item) for item in items],
+        pagination=Pagination.build(total=total, page=page, page_size=page_size),
+    )
+
+
+@router.get("/faqs/categories", response_model=List[str])
+async def list_categories(
+    current_user: User = Depends(require_permissions("manage_knowledge")),
+    db: Session = Depends(get_db),
+):
+    return FAQRepository(db).get_categories(current_user.organization_id)
+
+
+@router.post("/faqs", response_model=FAQResponse, status_code=201)
+async def create_faq(
+    payload: FAQCreate,
+    current_user: User = Depends(require_permissions("manage_knowledge")),
+    db: Session = Depends(get_db),
+):
+    check_help_center_access(db, current_user.organization_id)
+    org_id = current_user.organization_id
+    faq = FAQ(
+        organization_id=org_id,
+        question=payload.question,
+        answer=payload.answer,
+        category=payload.category,
+        status=payload.status,
+        # A hand-typed slug is normalized and de-duplicated the same way a
+        # generated one is; omitting it derives the slug from the question.
+        slug=(
+            resolve_faq_slug(db, org_id, payload.slug)
+            if payload.slug
+            else generate_faq_slug(db, org_id, payload.question)
+        ),
+        url_path=_resolve_url_path(db, org_id, payload.url_path),
+        meta_title=payload.meta_title,
+        meta_description=payload.meta_description,
+        source_label="Added manually",
+        created_by=current_user.id,
+    )
+    return FAQResponse.model_validate(FAQRepository(db).create(faq))
+
+
+def _resolve_url_path(
+    db: Session, org_id: UUID, requested: Optional[str], exclude_id: Optional[UUID] = None
+) -> Optional[str]:
+    """Validate a hand-typed preserved URL path, or raise. None passes through
+    (no path requested / cleared). Unlike the slug this is never auto-corrected:
+    an altered path is no longer the URL the org migrated in, so a bad one is
+    surfaced instead of silently changed."""
+    if not requested:
+        return None
+    if normalize_url_path(requested) is None:
+        raise HTTPException(
+            status_code=400,
+            detail="That isn't a usable URL path — it can't be empty, or start with a "
+                   "reserved prefix like /a/, /ask or /api.",
+        )
+    resolved = resolve_faq_url_path(db, org_id, requested, exclude_id=exclude_id)
+    if resolved is None:
+        raise HTTPException(status_code=409, detail="Another article already uses that URL path.")
+    return resolved
+
+
+@router.post("/faqs/image")
+async def upload_faq_image(
+    file: UploadFile = File(...),
+    current_user: User = Depends(require_permissions("manage_knowledge")),
+    db: Session = Depends(get_db),
+):
+    """Upload an image for embedding in an article's Markdown. Returns a stable
+    absolute URL the editor inserts as ![](url)."""
+    check_help_center_access(db, current_user.organization_id)
+    content = await file.read()
+    # Validate, bomb-guard, downscale and re-encode from decoded pixels — strips
+    # metadata/payloads and normalises to PNG/JPEG (content type is derived here,
+    # never from the client filename).
+    safe_bytes, content_type, _ext = sanitize_image(
+        content,
+        allowed_content_types=set(FAQ_IMAGE_TYPES),
+        max_bytes=MAX_FAQ_IMAGE_BYTES,
+        max_dim=FAQ_IMAGE_MAX_DIM,
+        fit=FAQ_IMAGE_FIT_DIM,
+    )
+    return {"url": await store_article_image(safe_bytes, content_type)}
+
+
+@router.put("/faqs/{faq_id}", response_model=FAQResponse)
+async def update_faq(
+    faq_id: UUID,
+    payload: FAQUpdate,
+    current_user: User = Depends(require_permissions("manage_knowledge")),
+    db: Session = Depends(get_db),
+):
+    check_help_center_access(db, current_user.organization_id)
+    faq = _get_owned_faq(faq_id, current_user, db)
+    updates = payload.model_dump(exclude_unset=True)
+    # The slug is never taken verbatim from the client — normalize and dedupe it
+    # (excluding this row, so re-saving an unchanged slug isn't a self-collision).
+    requested_slug = updates.pop("slug", None)
+    # Note the asymmetry with the slug: a blank slug is a no-op (an article must
+    # always have one), but a blank url_path CLEARS it, moving the article back
+    # to /a/{slug} — so this branches on presence, not truthiness.
+    has_url_path = "url_path" in updates
+    requested_url_path = updates.pop("url_path", None)
+    for field, value in updates.items():
+        setattr(faq, field, value)
+    if requested_slug:
+        faq.slug = resolve_faq_slug(
+            db, current_user.organization_id, requested_slug, exclude_id=faq.id
+        )
+    if has_url_path:
+        faq.url_path = _resolve_url_path(
+            db, current_user.organization_id, requested_url_path, exclude_id=faq.id
+        )
+    # Backfill a slug for legacy/generated FAQs the first time they're edited;
+    # otherwise keep it stable so published article URLs never change on their own.
+    if not faq.slug:
+        faq.slug = generate_faq_slug(db, current_user.organization_id, faq.question)
+    return FAQResponse.model_validate(FAQRepository(db).update(faq))
+
+
+@router.delete("/faqs/{faq_id}", status_code=204)
+async def delete_faq(
+    faq_id: UUID,
+    current_user: User = Depends(require_permissions("manage_knowledge")),
+    db: Session = Depends(get_db),
+):
+    check_help_center_access(db, current_user.organization_id)
+    faq = _get_owned_faq(faq_id, current_user, db)
+    FAQRepository(db).delete(faq)
+
+
+@router.post("/faqs/bulk-status")
+async def bulk_set_status(
+    payload: FAQBulkStatusRequest,
+    current_user: User = Depends(require_permissions("manage_knowledge")),
+    db: Session = Depends(get_db),
+):
+    """Publish/unpublish one or many FAQs in a single call."""
+    check_help_center_access(db, current_user.organization_id)
+    updated = FAQRepository(db).bulk_set_status(
+        current_user.organization_id, payload.faq_ids, payload.status
+    )
+    return {"updated": updated}
+
+
+@router.post("/faqs/bulk-delete")
+async def bulk_delete(
+    payload: FAQBulkDeleteRequest,
+    current_user: User = Depends(require_permissions("manage_knowledge")),
+    db: Session = Depends(get_db),
+):
+    """Delete many FAQs in one call (org-scoped; foreign ids are ignored)."""
+    check_help_center_access(db, current_user.organization_id)
+    deleted = FAQRepository(db).bulk_delete(current_user.organization_id, payload.faq_ids)
+    return {"deleted": deleted}