feat: P4.4 support REST (tickets/escalate/callbacks/queue admin) + kernel-client methods

8 routes under /v1/support (session-auth). RestClient gains createTicket/escalate/
listTickets/patchTicket/requestCallback/createQueue/joinQueue/setAvailability +
Ticket/CallbackRequest types.

Co-Authored-By: Claude Opus 4.8 (1M context) <noreply@anthropic.com>

packages/iios-service/src/support/support.controller.ts

@@ -0,0 +1,76 @@
+import { BadRequestException, Body, Controller, Get, Headers, Param, Patch, Post, Query } from '@nestjs/common';
+import { IiosTicketState } from '@prisma/client';
+import { SupportService } from './support.service';
+import { AssignmentService } from './assignment.service';
+import { SessionVerifier } from '../platform/session.verifier';
+import type { MessagePrincipal } from '../identity/actor.resolver';
+import {
+  AvailabilityDto,
+  CallbackDto,
+  CreateQueueDto,
+  CreateTicketDto,
+  EscalateDto,
+  PatchTicketDto,
+} from './support.dto';
+
+@Controller('v1/support')
+export class SupportController {
+  constructor(
+    private readonly support: SupportService,
+    private readonly assignment: AssignmentService,
+    private readonly session: SessionVerifier,
+  ) {}
+
+  @Post('tickets')
+  async createTicket(@Body() body: CreateTicketDto, @Headers('authorization') auth?: string) {
+    return this.support.createTicket(this.principal(auth), body);
+  }
+
+  @Post('escalate')
+  async escalate(@Body() body: EscalateDto, @Headers('authorization') auth?: string) {
+    return this.support.escalate(body.threadId, this.principal(auth), body.subject);
+  }
+
+  @Get('tickets')
+  async listTickets(@Query('scope') scope?: string, @Headers('authorization') auth?: string) {
+    return this.support.listTickets(this.principal(auth), { scope: scope === 'assigned' ? 'assigned' : 'mine' });
+  }
+
+  @Patch('tickets/:id')
+  async patchTicket(@Param('id') id: string, @Body() body: PatchTicketDto, @Headers('authorization') auth?: string) {
+    return this.support.transition(id, this.principal(auth), body.state as IiosTicketState, body.reason);
+  }
+
+  @Post('callbacks')
+  async callback(@Body() body: CallbackDto, @Headers('authorization') auth?: string) {
+    return this.support.requestCallback(this.principal(auth), {
+      preferChannel: body.preferChannel,
+      preferredTime: body.preferredTime ? new Date(body.preferredTime) : undefined,
+      notes: body.notes,
+      ticketId: body.ticketId,
+    });
+  }
+
+  // ─── admin / agent ────────────────────────────────────────────────
+
+  @Post('queues')
+  async createQueue(@Body() body: CreateQueueDto, @Headers('authorization') auth?: string) {
+    return this.assignment.createQueue(this.principal(auth), body.name);
+  }
+
+  @Post('queues/:id/members')
+  async joinQueue(@Param('id') id: string, @Headers('authorization') auth?: string) {
+    return this.assignment.addMember(id, this.principal(auth));
+  }
+
+  @Patch('members/me/availability')
+  async availability(@Body() body: AvailabilityDto, @Headers('authorization') auth?: string) {
+    return this.assignment.setAvailability(this.principal(auth), body.state);
+  }
+
+  private principal(authorization?: string): MessagePrincipal {
+    const token = (authorization ?? '').replace(/^Bearer\s+/i, '');
+    if (!token) throw new BadRequestException('Authorization bearer token is required');
+    return this.session.verify(token);
+  }
+}

packages/iios-service/src/support/support.dto.ts

@@ -0,0 +1,35 @@
+import { IsIn, IsOptional, IsString } from 'class-validator';
+
+const PRIORITIES = ['P0', 'P1', 'P2', 'P3', 'P4'] as const;
+const STATES = ['NEW', 'OPEN', 'PENDING_CUSTOMER', 'PENDING_INTERNAL', 'RESOLVED', 'CLOSED', 'CANCELLED'] as const;
+
+export class CreateTicketDto {
+  @IsString() subject!: string;
+  @IsOptional() @IsIn(PRIORITIES) priority?: (typeof PRIORITIES)[number];
+  @IsOptional() @IsString() threadId?: string;
+}
+
+export class EscalateDto {
+  @IsString() threadId!: string;
+  @IsOptional() @IsString() subject?: string;
+}
+
+export class PatchTicketDto {
+  @IsIn(STATES) state!: (typeof STATES)[number];
+  @IsOptional() @IsString() reason?: string;
+}
+
+export class CallbackDto {
+  @IsString() preferChannel!: string;
+  @IsOptional() @IsString() preferredTime?: string;
+  @IsOptional() @IsString() notes?: string;
+  @IsOptional() @IsString() ticketId?: string;
+}
+
+export class CreateQueueDto {
+  @IsString() name!: string;
+}
+
+export class AvailabilityDto {
+  @IsString() state!: string;
+}

packages/iios-service/src/support/support.module.ts

@@ -2,9 +2,11 @@ import { Module } from '@nestjs/common';
 import { OutboxModule } from '../outbox/outbox.module';
 import { SupportService } from './support.service';
 import { AssignmentService } from './assignment.service';
+import { SupportController } from './support.controller';
 
 @Module({
   imports: [OutboxModule],
+  controllers: [SupportController],
   providers: [SupportService, AssignmentService],
   exports: [SupportService, AssignmentService],
 })