feat: Implement Phase 10 support and recommendations features

- Added models for support messages, SLA policies, tickets, ticket events, and ticket links.
- Created routes for help, help admin, newsletter, recommendations, and support for both customer and admin.
- Developed services for help, marketing (newsletter), and recommendations.
- Introduced support service for ticket management, including creation, replies, transitions, and attachments.
- Added validation schemas for support recommendations and ticket management.
- Implemented a cron job for support reconciliation and recommendation cleanup.
- Created migration for new support and recommendation database tables.
- Added unit tests for validation and policy checks related to Phase 10 features.

app/controllers/help.controller.js

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+const db=require("../models"),help=require("../services/help/help.service"),{resolveLocale}=require("../services/catalogue/locale.service");const locale=req=>resolveLocale(req);exports.categories=async(req,res,next)=>{try{res.json({success:true,data:await help.categories(locale(req))});}catch(e){next(e);}};exports.category=async(req,res,next)=>{try{const row=await db.HelpCategory.findOne({where:{slug:req.params.slug,status:"ACTIVE"}});if(!row)return res.status(404).json({success:false,error:{code:"NOT_FOUND",message:"Help category not found"}});res.json({success:true,data:{category:(await help.categories(locale(req))).find(x=>x.id===row.id),articles:await help.articles({locale:locale(req),categoryId:row.id})}});}catch(e){next(e);}};exports.articles=async(req,res,next)=>{try{res.json({success:true,data:await help.articles({locale:locale(req),categoryId:req.query.category,featured:req.query.featured==null?undefined:req.query.featured==="true",limit:Math.min(+req.query.limit||20,50)})});}catch(e){next(e);}};exports.article=async(req,res,next)=>{try{const a=await db.HelpArticle.findOne({where:{slug:req.params.slug,status:"PUBLISHED"}});if(!a)return res.status(404).json({success:false,error:{code:"NOT_FOUND",message:"Help article not found"}});const tr=help.pick(await db.HelpArticleTranslation.findAll({where:{article_id:a.id}}),locale(req));res.json({success:true,data:{id:a.id,slug:a.slug,categoryId:a.category_id,type:a.article_type,title:tr?.title||null,summary:tr?.summary||null,body:tr?.body||null,locale:tr?.locale||locale(req),isFeatured:a.is_featured,publishedAt:a.published_at}});}catch(e){next(e);}};exports.search=async(req,res,next)=>{try{const q=String(req.query.q||"").trim();if(q.length<2||q.length>100)return res.status(400).json({success:false,error:{code:"INVALID_QUERY",message:"q must contain 2-100 characters"}});res.json({success:true,data:await help.articles({locale:locale(req),q,limit:Math.min(+req.query.limit||20,50)})});}catch(e){next(e);}};

app/controllers/helpAdmin.controller.js

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+const db=require("../models"),help=require("../services/help/help.service");exports.categories=async(req,res,next)=>{try{res.json({success:true,data:await db.HelpCategory.findAll({order:[["sort_order","ASC"]]})});}catch(e){next(e);}};exports.createCategory=async(req,res,next)=>{try{res.status(201).json({success:true,data:await help.createCategory(req.body)});}catch(e){next(e);}};exports.articles=async(req,res,next)=>{try{res.json({success:true,data:await db.HelpArticle.findAll({order:[["createdAt","DESC"]]})});}catch(e){next(e);}};exports.createArticle=async(req,res,next)=>{try{res.status(201).json({success:true,data:await help.createArticle(req.user,req.body)});}catch(e){next(e);}};exports.publish=status=>async(req,res,next)=>{try{res.json({success:true,data:await help.publish(req.params.id,req.user,status)});}catch(e){next(e);}};

app/controllers/newsletter.controller.js

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+const db=require("../models"),service=require("../services/marketing/newsletter.service");exports.subscribe=async(req,res,next)=>{try{const x=await service.subscribe({...req.body,userId:req.user?.id});res.status(x.idempotent?200:201).json({success:true,message:"Subscription request processed",data:{status:x.subscription.status}});}catch(e){next(e);}};exports.unsubscribe=async(req,res,next)=>{try{await service.unsubscribe(req.params.token);res.json({success:true,message:"Unsubscribe request processed"});}catch(e){next(e);}};exports.mine=async(req,res,next)=>{try{res.json({success:true,data:await db.NewsletterSubscription.findOne({where:{user_id:req.user.id},attributes:{exclude:["unsubscribe_token_hash"]}})});}catch(e){next(e);}};exports.list=async(req,res,next)=>{try{const page=Math.max(+req.query.page||1,1),limit=Math.min(+req.query.limit||50,100),x=await db.NewsletterSubscription.findAndCountAll({attributes:{exclude:["unsubscribe_token_hash"]},limit,offset:(page-1)*limit,order:[["createdAt","DESC"]]});res.json({success:true,data:x.rows,pagination:{page,limit,total:x.count}});}catch(e){next(e);}};

app/controllers/recommendation.controller.js

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+const service=require("../services/recommendation/recommendation.service"),{resolveLocale}=require("../services/catalogue/locale.service");const loc=req=>resolveLocale(req),limit=req=>Math.min(Math.max(+req.query.limit||12,1),24);exports.event=async(req,res,next)=>{try{const x=await service.recordView({...req.body,userId:req.user?.id});res.status(x.created?201:200).json({success:true,data:{accepted:true,idempotent:!x.created}});}catch(e){next(e);}};exports.related=async(req,res,next)=>{try{res.json({success:true,data:await service.related(req.params.productId,loc(req),limit(req))});}catch(e){next(e);}};exports.trending=async(req,res,next)=>{try{res.json({success:true,data:await service.ranked({type:"trending",locale:loc(req),limit:limit(req)})});}catch(e){next(e);}};exports.popular=async(req,res,next)=>{try{res.json({success:true,data:await service.ranked({type:"popular",locale:loc(req),limit:limit(req)})});}catch(e){next(e);}};exports.recent=async(req,res,next)=>{try{res.json({success:true,data:await service.recent(req.user.id,loc(req),limit(req))});}catch(e){next(e);}};exports.forYou=async(req,res,next)=>{try{res.json({success:true,data:await service.ranked({type:"for-you",userId:req.user.id,locale:loc(req),limit:limit(req)})});}catch(e){next(e);}};

app/controllers/support/admin.controller.js

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+const{Op}=require("sequelize"),db=require("../../models"),support=require("../../services/support/support.service");exports.list=async(req,res,next)=>{try{const page=Math.max(+req.query.page||1,1),limit=Math.min(+req.query.limit||20,100),where={...(req.query.status&&{status:req.query.status}),...(req.query.priority&&{priority:req.query.priority}),...(req.query.category&&{category_id:req.query.category}),...(req.query.assignedAgentId&&{assigned_agent_id:req.query.assignedAgentId}),...(req.query.business&&{business_customer_id:req.query.business}),...(req.query.unassigned==="true"&&{assigned_agent_id:null}),...(req.query.overdue==="true"&&{resolution_due_at:{[Op.lt]:new Date()},status:{[Op.notIn]:["RESOLVED","CLOSED","CANCELLED"]}})},x=await db.SupportTicket.findAndCountAll({where,order:[["createdAt","DESC"]],limit,offset:(page-1)*limit});res.json({success:true,data:x.rows,pagination:{page,limit,total:x.count}});}catch(e){next(e);}};exports.detail=async(req,res,next)=>{try{const ticket=await db.SupportTicket.findByPk(req.params.id);if(!ticket)return res.status(404).json({success:false,error:{code:"TICKET_NOT_FOUND",message:"Ticket not found"}});const[messages,attachments,links,events,escalations]=await Promise.all([db.SupportMessage.findAll({where:{ticket_id:ticket.id},order:[["createdAt","ASC"]]}),db.SupportAttachment.findAll({where:{ticket_id:ticket.id}}),db.SupportTicketLink.findAll({where:{ticket_id:ticket.id}}),db.SupportTicketEvent.findAll({where:{ticket_id:ticket.id},order:[["occurred_at","ASC"]]}),db.SupportEscalation.findAll({where:{ticket_id:ticket.id}})]);res.json({success:true,data:{ticket,messages,attachments,links,events,escalations}});}catch(e){next(e);}};exports.assign=async(req,res,next)=>{try{res.json({success:true,data:await support.assign(req.params.id,req.body.agentId,req.user)});}catch(e){next(e);}};exports.claim=async(req,res,next)=>{try{res.json({success:true,data:await support.assign(req.params.id,req.user.id,req.user,true)});}catch(e){next(e);}};exports.reply=async(req,res,next)=>{try{res.status(201).json({success:true,data:await support.agentMessage(req.user,req.params.id,req.body)});}catch(e){next(e);}};exports.note=async(req,res,next)=>{try{res.status(201).json({success:true,data:await support.agentMessage(req.user,req.params.id,req.body,true)});}catch(e){next(e);}};exports.action=to=>async(req,res,next)=>{try{res.json({success:true,data:await support.transition(req.params.id,to,req.user)});}catch(e){next(e);}};exports.priority=async(req,res,next)=>{try{const row=await db.SupportTicket.findByPk(req.params.id);if(!row)return res.status(404).json({success:false,error:{code:"TICKET_NOT_FOUND",message:"Ticket not found"}});const from=row.priority;await row.update({priority:req.body.priority});await db.SupportTicketEvent.create({id:require("crypto").randomUUID(),event_id:require("crypto").randomUUID(),ticket_id:row.id,actor_user_id:req.user.id,type:"PRIORITY_CHANGED",from_value:from,to_value:row.priority,occurred_at:new Date()});res.json({success:true,data:row});}catch(e){next(e);}};exports.attachment=async(req,res,next)=>{try{res.json({success:true,data:{url:await support.attachmentUrl(req.params.id,req.params.attachmentId,req.user,true)}});}catch(e){next(e);}};

app/controllers/support/customer.controller.js

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+const db=require("../../models"),support=require("../../services/support/support.service");const page=req=>({page:Math.max(Number(req.query.page)||1,1),limit:Math.min(Math.max(Number(req.query.limit)||20,1),100)});exports.create=async(req,res,next)=>{try{res.status(201).json({success:true,data:await support.createTicket(req.user,req.body)});}catch(e){next(e);}};exports.list=async(req,res,next)=>{try{const p=page(req),where={customer_user_id:req.user.id,...(req.query.status&&{status:req.query.status}),...(req.query.category&&{category_id:req.query.category})},x=await db.SupportTicket.findAndCountAll({where,order:[["createdAt","DESC"]],limit:p.limit,offset:(p.page-1)*p.limit});res.json({success:true,data:x.rows,pagination:{...p,total:x.count}});}catch(e){next(e);}};exports.detail=async(req,res,next)=>{try{const ticket=await support.ownTicket(req.params.id,req.user.id),[messages,attachments,links,events]=await Promise.all([db.SupportMessage.findAll({where:{ticket_id:ticket.id,visibility:"CUSTOMER_VISIBLE"},order:[["createdAt","ASC"]]}),db.SupportAttachment.findAll({where:{ticket_id:ticket.id,visibility:"CUSTOMER_VISIBLE"}}),db.SupportTicketLink.findAll({where:{ticket_id:ticket.id}}),db.SupportTicketEvent.findAll({where:{ticket_id:ticket.id,type:["TICKET_CREATED","TICKET_ASSIGNED","TICKET_RESOLVED","TICKET_CLOSED","TICKET_REOPENED"]},attributes:{exclude:["metadata"]},order:[["occurred_at","ASC"]]})]);res.json({success:true,data:{ticket,messages,attachments,links,events}});}catch(e){next(e);}};exports.reply=async(req,res,next)=>{try{res.status(201).json({success:true,data:await support.customerReply(req.user,req.params.id,req.body)});}catch(e){next(e);}};exports.close=async(req,res,next)=>{try{await support.ownTicket(req.params.id,req.user.id);res.json({success:true,data:await support.transition(req.params.id,"CLOSED",req.user)});}catch(e){next(e);}};exports.attachment=async(req,res,next)=>{try{res.json({success:true,data:{url:await support.attachmentUrl(req.params.id,req.params.attachmentId,req.user,false)}});}catch(e){next(e);}};