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_privacy.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.
+
+Cross-customer privacy guards for AI ticketing.
+
+The investigator reasons over material that belongs to people other than the
+person it is writing to: similar past tickets from the same org, and rows from
+a connected database that has no row-level scoping. The same LLM call that
+reads all of that also writes `customer_summary`, which is delivered to the
+customer — at autonomy L3 with no human in the loop. Prompt wording alone can't
+be the control on that, so these are deterministic, applied at the boundary.
+"""
+
+import re
+from typing import Iterable, Optional, Set
+
+from app.core.logger import get_logger
+from app.utils.guardrails import GuardrailAction, PIIDetector
+
+logger = get_logger(__name__)
+
+# Identifiers that must never appear in a message we send out, no matter whose
+# they are — a support summary has no legitimate reason to restate them.
+ALWAYS_REDACT = ("ssn", "credit_card", "date_of_birth")
+
+# Identifiers that are fine to echo back to their *owner* but not to anyone
+# else. Kept when they match the recipient, redacted otherwise.
+OWNER_ONLY = ("email", "phone")
+
+THIRD_PARTY_MARKER = "[redacted]"
+
+
+def _digits(value: str) -> str:
+    return re.sub(r"\D", "", value or "")
+
+
+def _owner_keys(identifiers: Iterable[Optional[str]]) -> Set[str]:
+    """Normalized forms of the recipient's own identifiers, so a match is not
+    defeated by case or phone formatting."""
+    keys: Set[str] = set()
+    for raw in identifiers:
+        value = (raw or "").strip()
+        if not value:
+            continue
+        keys.add(value.lower())
+        digits = _digits(value)
+        # 7 digits filters out short numerics (order counts, amounts) that
+        # would otherwise whitelist themselves as if they were the phone.
+        if len(digits) >= 7:
+            keys.add(digits)
+    return keys
+
+
+def scrub_outbound(text: Optional[str], owner_identifiers: Iterable[Optional[str]] = ()) -> Optional[str]:
+    """Strip third-party identifiers from a message bound for the customer.
+
+    The recipient's own email/phone survive — telling someone their own address
+    is not a leak, and blanking it makes legitimate summaries read as broken.
+    Everything else that looks like an identifier is redacted, because in a
+    ticket summary it can only have come from another customer's record.
+    """
+    if not text:
+        return text
+
+    owners = _owner_keys(owner_identifiers)
+    scrubbed = text
+
+    for pii_type in ALWAYS_REDACT:
+        pattern = PIIDetector.PATTERNS.get(pii_type)
+        if pattern:
+            scrubbed = re.sub(pattern, THIRD_PARTY_MARKER, scrubbed)
+
+    for pii_type in OWNER_ONLY:
+        pattern = PIIDetector.PATTERNS.get(pii_type)
+        if not pattern:
+            continue
+
+        def _replace(match: re.Match) -> str:
+            value = match.group()
+            if value.lower() in owners or (_digits(value) and _digits(value) in owners):
+                return value
+            return THIRD_PARTY_MARKER
+
+        scrubbed = re.sub(pattern, _replace, scrubbed)
+
+    if scrubbed != text:
+        logger.warning(
+            "Redacted third-party identifiers from an outbound ticket message"
+        )
+    return scrubbed
+
+
+def redact_reference_text(text: Optional[str]) -> Optional[str]:
+    """Strip identifiers from another customer's material before it becomes
+    model context.
+
+    Similar past tickets are included to convey *what broke and how it was
+    fixed*; the names, addresses and numbers in their titles carry none of that
+    signal and are the most likely thing to be echoed into a summary written
+    for a different person.
+    """
+    if not text:
+        return text
+    result = PIIDetector.detect(text, action=GuardrailAction.REDACT)
+    return result.redacted_text or text