feat: complete customer service safety and handover flow

app/api/controllers/admin.py

@@ -19,6 +19,7 @@ from app.api.schemas.admin import (
 )
 from app.core.contracts import RequestContext
 from app.service.admin_service import AdminService
+from app.service.customer_service_handover_admin_service import CustomerServiceHandoverAdminService
 
 router = APIRouter(prefix="/api/v1/admin", tags=["platform-admin"],
                    dependencies=[Depends(enforce_rate_limit)])
@@ -130,3 +131,24 @@ async def audit_records(
 ) -> dict[str, Any]:
     """审计查询（文档 §9.6 支持游标过滤）。游标非法时返回 `400 INVALID_CURSOR`。"""
     return await AdminService().query("audit-records", context, limit=limit, cursor=cursor)
+
+
+@router.get("/customer-service/handover-tickets")
+async def list_customer_service_handover_tickets(
+    limit: int = Query(default=20, ge=1, le=100),
+    cursor: str | None = Query(default=None),
+    context: RequestContext = Depends(build_request_context),  # noqa: B008
+) -> dict[str, Any]:
+    """只读查看客服待转人工队列；不暴露原始会话或处理动作。"""
+    return await CustomerServiceHandoverAdminService().list_tickets(
+        context, limit=limit, cursor=cursor
+    )
+
+
+@router.get("/customer-service/handover-tickets/{ticket_no}")
+async def get_customer_service_handover_ticket(
+    ticket_no: str,
+    context: RequestContext = Depends(build_request_context),  # noqa: B008
+) -> dict[str, Any]:
+    """只读查看单个工单的脱敏转接摘要。"""
+    return await CustomerServiceHandoverAdminService().get_ticket(ticket_no, context)