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_csat.py

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+"""
+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.
+
+Capture side of the ticket CSAT loop.
+
+TicketService.close() asks the customer for a rating through the widget's
+existing conversation rating prompt. This module carries the answer back: every
+path that creates a Rating calls record_conversation_rating(), which attaches
+the score to the ticket linked to that session, if there is one.
+
+Deliberately conversation-only. ratings.session_id is NOT NULL, so a rating
+cannot exist without a chat session — a manual or email-only ticket has nothing
+to rate. Supporting those would mean a public tokenised rating page and a
+session-less Rating; until that exists, such tickets are never asked and their
+CSAT card reads "not requested".
+
+Best-effort throughout: a rating is a customer-facing success the moment it is
+stored, so a failure to link it must never fail the submission.
+"""
+
+from typing import Optional
+from uuid import UUID
+
+from sqlalchemy.orm import Session
+
+from app.core.logger import get_logger
+from app.models.rating import Rating
+from app.services.ticket import TicketService
+
+logger = get_logger(__name__)
+
+
+def record_conversation_rating(db: Session, rating: Rating) -> Optional[UUID]:
+    """Link a just-submitted conversation rating to its ticket.
+
+    Returns the ticket id it was attached to, or None when the session has no
+    native ticket (the common case for plain chats) or the linkage failed.
+    """
+    try:
+        service = TicketService(db)
+        ticket = service.repo.get_by_session(rating.session_id)
+        if ticket is None:
+            return None
+        service.record_csat(ticket, rating.id, rating.rating, rating.feedback)
+        db.commit()
+        return ticket.id
+    except Exception as e:
+        # The rating row itself is already committed by the caller, so rolling
+        # back here only discards the half-applied ticket update.
+        logger.error(f"Failed to link rating {rating.id} to its ticket: {e}")
+        try:
+            db.rollback()
+        except Exception:
+            pass
+        return None