feat(helpdesk): replace abstract driver bars with concrete reason texts

Cards now show plain-language reasons instead of abstract progress bars:
'8 open, 3 critical', '↑4 more than resolved', '2 SLA breaches',
'Oldest ticket 12d'. Instantly understandable without knowing the
scoring formula. Driver bars remain in the detail dialog for the
full dimension breakdown.

Co-Authored-By: Claude Opus 4.6 (1M context) <noreply@anthropic.com>

modules/helpdesk/i18n/default_de.json

@@ -323,5 +323,8 @@
   "open": "offen",
   "overdue": "überfällig",
   "net": "netto",
-  "Search customers...": "Kunden suchen..."
+  "Search customers...": "Kunden suchen...",
+  "more than resolved": "mehr als gelöst",
+  "SLA breaches": "SLA-Verletzungen",
+  "Oldest ticket": "Ältestes Ticket"
 }

modules/helpdesk/i18n/default_en.json

@@ -323,5 +323,8 @@
   "open": "open",
   "overdue": "overdue",
   "net": "net",
-  "Search customers...": "Search customers..."
+  "Search customers...": "Search customers...",
+  "more than resolved": "more than resolved",
+  "SLA breaches": "SLA breaches",
+  "Oldest ticket": "Oldest ticket"
 }

modules/helpdesk/pages/helpdesk/risk-radar/index(default).phtml

@@ -36,6 +36,9 @@ $periodLabels = [
      data-label-ticket="<?php e(t('Ticket')); ?>"
      data-label-status="<?php e(t('Status')); ?>"
      data-label-age="<?php e(t('Age')); ?>"
+     data-label-more-than-resolved="<?php e(t('more than resolved')); ?>"
+     data-label-sla-breaches="<?php e(t('SLA breaches')); ?>"
+     data-label-oldest-ticket="<?php e(t('Oldest ticket')); ?>"
      data-label-tickets="<?php e(t('Tickets')); ?>"
      data-label-score="<?php e(t('Risk score')); ?>"
 >

modules/helpdesk/web/css/helpdesk.css

@@ -630,22 +630,15 @@
     font-weight: 600;
   }
 
-  .helpdesk-risk-card-drivers {
-    display: grid;
-    gap: calc(var(--app-spacing) * 0.2);
-  }
-
-  .helpdesk-risk-card-driver {
-    display: flex;
-    align-items: center;
-    gap: calc(var(--app-spacing) * 0.35);
+  .helpdesk-risk-card-reasons {
+    list-style: none;
+    margin: 0;
+    padding: 0;
     font-size: var(--text-xs, 0.75rem);
-  }
-
-  .helpdesk-risk-card-driver-label {
-    min-width: 7ch;
     color: var(--app-muted-color);
-    flex-shrink: 0;
+    display: flex;
+    flex-direction: column;
+    gap: 0.15em;
   }
 
   .helpdesk-risk-card-driver-bar {

modules/helpdesk/web/js/helpdesk-risk-radar.js

@@ -111,22 +111,29 @@ if (container) {
 
     card.appendChild(metrics);
 
-    // Top drivers
-    const drivers = customer.drivers || [];
-    if (drivers.length > 0) {
-      const driverSection = h('div', 'helpdesk-risk-card-drivers');
-      for (const dr of drivers) {
-        if (dr.dimension_score === null || dr.weighted_points <= 0) continue;
-        const row = h('div', 'helpdesk-risk-card-driver');
-        row.appendChild(h('span', 'helpdesk-risk-card-driver-label', dimLabel(dr.id)));
-        const bar = h('div', 'helpdesk-risk-card-driver-bar');
-        const fill = h('div', 'helpdesk-risk-card-driver-fill');
-        fill.style.width = Math.min(100, dr.dimension_score) + '%';
-        bar.appendChild(fill);
-        row.appendChild(bar);
-        driverSection.appendChild(row);
+    // Why at risk — concrete facts
+    const kpiOpen = kpis.open || 0;
+    const kpiCritical = kpis.critical || 0;
+    const kpiSla = kpis.sla_overdue || 0;
+    const kpiNet = kpis.net_flow || 0;
+    const kpiOldest = kpis.oldest_open_hours || 0;
+
+    const reasons = [];
+    if (kpiOpen > 0) {
+      let text = kpiOpen + ' ' + d('labelOpen', 'open');
+      if (kpiCritical > 0) text += ', ' + kpiCritical + ' ' + d('labelCritical', 'critical');
+      reasons.push(text);
     }
-      card.appendChild(driverSection);
+    if (kpiNet > 0) reasons.push('↑' + kpiNet + ' ' + d('labelMoreThanResolved', 'more than resolved'));
+    if (kpiSla > 0) reasons.push(kpiSla + ' ' + d('labelSlaBreaches', 'SLA breaches'));
+    if (kpiOldest > 168) reasons.push(d('labelOldestTicket', 'Oldest ticket') + ' ' + formatAge(kpiOldest));
+
+    if (reasons.length > 0) {
+      const reasonList = h('ul', 'helpdesk-risk-card-reasons');
+      for (const r of reasons) {
+        reasonList.appendChild(h('li', '', '• ' + r));
+      }
+      card.appendChild(reasonList);
     }
 
     // Click/keyboard to open detail