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<?php |
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|
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namespace FluentSupport\App\Services\Tickets\Importer; |
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|
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use FluentSupport\App\Models\Meta; |
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use FluentSupport\App\Services\Helper; |
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|
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class FreshDeskTickets extends BaseImporter |
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{ |
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protected $handler = 'freshdesk'; |
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public $accessToken; |
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public $mailbox_id; |
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private $domain; |
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protected $limit = 10; |
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private $hasMore; |
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private $currentPage; |
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private $totalTickets; |
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private $originId; |
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private $responseCount; |
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protected $ticketUpdatedSince; |
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|
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public function stats() |
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{ |
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$metadata = Meta::where('object_type', '_fs_freshdesk_migration_info')->first(); |
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$previouslyImported = Helper::safeUnserialize($metadata->value ?? []); |
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$previouslyImported['domain'] = $metadata->key ?? ''; |
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return [ |
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'name' => esc_html('Freshdesk'), |
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'handler' => $this->handler, |
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'type' => 'sass', |
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'last_migrated' => get_option('_fs_migrate_freshdesk'), |
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'previously_imported' => $previouslyImported, |
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]; |
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} |
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|
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public function doMigration($page, $handler) |
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{ |
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$this->currentPage = $page; |
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$this->handler = $handler; |
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$tickets = $this->ticketsWithReply(); |
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|
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if (is_wp_error($tickets)) { |
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throw new \Exception(esc_html($tickets->get_error_message())); |
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} |
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|
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$results = $this->migrateTickets($tickets); |
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|
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$completedNow = isset($results['inserts']) ? count($results['inserts']) : 0; |
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|
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$response = [ |
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'handler' => $this->handler, |
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'insert_ids' => $results['inserts'], |
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'skips' => count($results['skips']), |
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'has_more' => $this->hasMore, |
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'completed' => $completedNow, |
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'imported_page' => $page, |
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'total_pages' => null, |
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'next_page' => $page + 1, |
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'total_tickets' => null, |
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'remaining' => 0, |
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]; |
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|
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if ($this->hasMore) { |
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$previousValue = Meta::where('object_type', '_fs_freshdesk_migration_info')->first(); |
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if ($previousValue) { |
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Meta::where('object_type', '_fs_freshdesk_migration_info')->update([ |
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'key' => $this->domain, |
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'value' => maybe_serialize($response) |
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]); |
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} else { |
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Meta::insert([ |
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'object_type' => '_fs_freshdesk_migration_info', |
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'key' => $this->domain, |
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'value' => maybe_serialize($response) |
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]); |
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} |
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return $response; |
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} |
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|
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Meta::where('object_type', '_fs_freshdesk_migration_info')->delete(); |
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$response['message'] = __('All tickets have been imported successfully', 'fluent-support'); |
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update_option('_fs_migrate_freshdesk', current_time('mysql'), 'no'); |
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return $response; |
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} |
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|
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private function ticketsWithReply() |
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{ |
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try { |
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$url = "{$this->domain}/api/v2/tickets?updated_since={$this->ticketUpdatedSince}&per_page={$this->limit}&page={$this->currentPage}&include=stats,requester,description"; |
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$tickets = $this->makeRequest($url); |
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|
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if (is_wp_error($tickets)) { |
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return $tickets; |
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} |
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|
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$formattedTickets = []; |
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if (empty($tickets)) { |
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$this->hasMore = false; |
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return []; |
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} |
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|
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$this->hasMore = true; |
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|
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foreach ($tickets as $ticket) { |
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$singleTicketUrl = "{$this->domain}/api/v2/tickets/{$ticket->id}?include=conversations,requester,stats"; |
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$singleTicket = $this->makeRequest($singleTicketUrl); |
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|
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if (is_wp_error($singleTicket)) { |
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return $singleTicket; |
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} |
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|
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if (!$singleTicket) { |
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continue; |
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} |
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$this->originId = $singleTicket->id; |
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$attachments = []; |
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|
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if ($singleTicket->attachments) { |
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$attachments = $this->getAttachments($singleTicket->attachments); |
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|
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if (is_wp_error($attachments)) { |
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return $attachments; |
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} |
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} |
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|
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$lastCustomerResponse = $singleTicket->stats->requester_responded_at ?? $singleTicket->stats->status_updated_at; |
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$lastAgentResponse = $singleTicket->stats->agent_responded_at ? date('Y-m-d h:i:s', strtotime($singleTicket->stats->agent_responded_at)) : NULL; |
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|
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$formattedTickets[] = [ |
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'title' => sanitize_text_field($ticket->subject), |
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'content' => wp_kses_post($ticket->description), |
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'origin_id' => intval($ticket->id), |
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'source' => sanitize_text_field($this->handler), |
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'customer' => $this->fetchPerson($singleTicket->requester), |
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'replies' => $this->getReplies($singleTicket->conversations, $singleTicket->requester), |
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'response_count' => $this->responseCount, |
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'status' => $this->getStatus($ticket->status), |
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'client_priority' => $this->getPriority($ticket->priority), |
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'priority' => $this->getPriority($ticket->priority), |
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'created_at' => date('Y-m-d h:i:s', strtotime($ticket->created_at)), |
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'updated_at' => date('Y-m-d h:i:s', strtotime($ticket->updated_at)), |
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'last_customer_response' => date('Y-m-d h:i:s', strtotime($lastCustomerResponse)), |
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'last_agent_response' => $lastAgentResponse, |
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'attachments' => $attachments |
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]; |
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} |
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|
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return $formattedTickets; |
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|
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} catch (\Exception $e) { |
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return new \WP_Error('freshdesk_api_error', $e->getMessage()); |
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} |
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} |
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|
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private function getReplies($replies, $requester) |
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{ |
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if (!$requester || !$replies) { |
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return []; |
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} |
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|
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$formattedReplies = []; |
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$user = $this->fetchPerson($requester); |
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|
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// Check if fetchPerson returned an error |
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if (is_wp_error($user)) { |
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return $user; // Return the WP_Error object |
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} |
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|
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$this->setResponseCount(count($replies)); |
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foreach ($replies as $reply) { |
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$ticketReply = [ |
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'content' => wp_kses_post($reply->body), |
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'conversation_type' => ($reply->source == 2) ? 'note' : 'response', |
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'created_at' => date('Y-m-d h:i:s', strtotime($reply->created_at)), |
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'updated_at' => date('Y-m-d h:i:s', strtotime($reply->updated_at)), |
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'is_customer_reply' => ($requester->id === $reply->user_id), |
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]; |
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|
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if ($requester->id == $reply->user_id) { |
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$ticketReply['user'] = $user; |
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} else { |
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$ticketReply['user'] = $this->fetchPerson($reply->user_id, 'agent', $reply->support_email); |
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|
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if (is_wp_error($ticketReply['user'])) { |
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return $ticketReply['user']; |
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} |
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} |
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|
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if (count($reply->attachments)) { |
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$ticketReply['attachments'] = $this->getAttachments($reply->attachments); |
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|
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if (is_wp_error($ticketReply['attachments'])) { |
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return $ticketReply['attachments']; |
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} |
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} |
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$formattedReplies[] = $ticketReply; |
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} |
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return $formattedReplies; |
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} |
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|
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private function makeRequest($url) |
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{ |
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$token = base64_encode($this->accessToken . ':X'); |
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$request = wp_remote_get($url, [ |
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'headers' => [ |
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'Authorization' => "Bearer {$token}", |
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'Content-Type' => 'application/json' |
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], |
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'timeout' => 600 |
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]); |
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|
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if (is_wp_error($request)) { |
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return new \WP_Error('api_request_error', $request->get_error_message()); |
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} |
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|
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$response_code = wp_remote_retrieve_response_code($request); |
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|
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if ($response_code == 429) { |
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$retry_after = wp_remote_retrieve_header($request, 'retry-after'); |
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if ($retry_after) { |
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$minutes = floor($retry_after / 60); |
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$seconds = $retry_after % 60; |
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$error_message = "Rate limit exceeded. Please retry after {$minutes} minutes and {$seconds} seconds."; |
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} else { |
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$error_message = "Rate limit exceeded. Please try again later."; |
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} |
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return new \WP_Error($response_code, $error_message); |
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} |
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|
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if ($response_code >= 400) { |
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$body = wp_remote_retrieve_body($request); |
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$decoded_body = json_decode($body); |
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$error_message = isset($decoded_body->message) ? $decoded_body->message : "API request failed with status code: {$response_code}"; |
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return new \WP_Error($response_code, $error_message); |
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} |
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|
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$response = json_decode(wp_remote_retrieve_body($request)); |
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|
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if (json_last_error() !== JSON_ERROR_NONE) { |
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return new \WP_Error('json_parse_error', 'Failed to parse API response: ' . json_last_error_msg()); |
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} |
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|
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return $response; |
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} |
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|
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private function fetchPerson($personData, $type = 'customer', $email = null) |
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{ |
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if ('agent' == $type) { |
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try { |
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$url = "{$this->domain}/api/v2/agents/{$personData}"; |
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$agent = $this->makeRequest($url); |
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|
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if (is_wp_error($agent)) { |
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return $agent; |
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} |
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|
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if (!isset($agent->contact)) { |
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$personArray = [ |
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'first_name' => 'Freshdesk anonymous agent', |
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'last_name' => '', |
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'email' => $email, |
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'person_type' => 'agent', |
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]; |
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return Common::updateOrCreatePerson($personArray); |
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} |
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$personArray = Common::formatPersonData($agent->contact, $type); |
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|
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return Common::updateOrCreatePerson($personArray); |
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} catch (\Exception $e) { |
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return new \WP_Error('person_fetch_error', $e->getMessage()); |
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} |
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} else { |
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try { |
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$personArray = Common::formatPersonData($personData, $type); |
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return Common::updateOrCreatePerson($personArray); |
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} catch (\Exception $e) { |
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return new \WP_Error('person_format_error', $e->getMessage()); |
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} |
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} |
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} |
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|
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private function getAttachments($attachments) |
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{ |
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try { |
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$wpUploadDir = wp_upload_dir(); |
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$baseDir = $wpUploadDir['basedir'] . '/fluent-support/freshdesk-ticket-' . $this->originId . '/'; |
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|
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$formattedAttachments = []; |
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foreach ($attachments as $attachment) { |
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$filePath = Common::downloadFile($attachment->attachment_url, $baseDir, $attachment->name); |
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|
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// Check if downloadFile returned an error |
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if (is_wp_error($filePath)) { |
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return $filePath; // Return the WP_Error object |
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} |
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|
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$fileUrl = $wpUploadDir['baseurl'] . '/fluent-support/freshdesk-ticket-' . $this->originId . '/' . $attachment->name; |
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$formattedAttachments[] = [ |
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'full_url' => $fileUrl, |
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'title' => $attachment->name, |
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'file_path' => $filePath, |
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'driver' => 'local', |
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'status' => 'active', |
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'file_type' => $attachment->content_type |
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]; |
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} |
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|
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return $formattedAttachments; |
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} catch (\Exception $e) { |
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return new \WP_Error('attachment_error', $e->getMessage()); |
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} |
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} |
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|
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public function setAccessToken($accessToken) |
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{ |
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$this->accessToken = $accessToken; |
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} |
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|
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public function setDomain($domain) |
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{ |
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$this->domain = $domain; |
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} |
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|
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private function setResponseCount($count) |
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{ |
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$this->responseCount = $count; |
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} |
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|
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private function getStatus($statusCode) |
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{ |
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switch ($statusCode) { |
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case 2: |
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return 'active'; |
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case 3: |
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return 'pending'; |
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case 4 || 5: |
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return 'closed'; |
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default: |
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return 'new'; |
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} |
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} |
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|
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private function getPriority($priorityCode) |
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{ |
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switch ($priorityCode) { |
| 346 |
case 1: |
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return 'normal'; |
| 348 |
case 2: |
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return 'medium'; |
| 350 |
case 3 || 4: |
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return 'critical'; |
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default: |
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return 'normal'; |
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} |
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} |
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|
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public function deleteTickets($page) |
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{ |
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return; |
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} |
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} |
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|
