fluent-support / app / Services / Tickets / Importer / HelpScoutTickets.php

HelpScoutTickets.php in Fluent Support – Helpdesk & Customer Support Ticket System 1.10.2, at app/Services/Tickets/Importer/HelpScoutTickets.php

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1	<?php
2	namespace FluentSupport\App\Services\Tickets\Importer;
3	use FluentSupport\App\Models\Person;
4	use FluentSupport\App\Models\Meta;
5	use FluentSupport\App\Services\Helper;
6
7	class HelpScoutTickets extends BaseImporter
8	{
9	protected $handler = 'helpscout';
10	public $accessToken;
11	public $mailbox_id;
12	private $apiUrl = 'https://api.helpscout.net/v2/';
13	protected $limit = 25;
14	private $totalPage;
15	private $currentPage;
16	private $totalTickets;
17	private $originId;
18
19	public function stats()
20	{
21	$metadata = Meta::where('object_type', '_fs_helpscout_migration_info')->first();
22	$previouslyImported = Helper::safeUnserialize($metadata->value ?? []);
23	if (isset($metadata->key)) {
24	$previouslyImported['mailbox_id'] = $metadata->key;
25	}
26
27	return [
28	'name' => esc_html('Help Scout'),
29	'handler' => $this->handler,
30	'type' => 'sass',
31	'last_migrated' => get_option('_fs_migrate_helpscout'),
32	'previously_imported' => $previouslyImported,
33	];
34	}
35
36	public function doMigration($page, $handler)
37	{
38	$this->handler = $handler;
39
40	$tickets = $this->getTickets($page);
41	$results = $this->migrateTickets($tickets);
42
43	$hasMore = $this->currentPage < $this->totalPage;
44	$completedNow = isset($results['inserts']) ? count($results['inserts']) : 0;
45	$completedTickets = $completedNow + (($this->currentPage - 1) * 25);
46	$remainingTickets = $this->totalTickets - $completedTickets;
47	$completed = intval(($completedTickets / $this->totalTickets) * 100);
48
49	$response = [
50	'handler' => $this->handler,
51	'insert_ids' => $results['inserts'],
52	'skips' => count($results['skips']),
53	'has_more' => $hasMore,
54	'completed' => $completed,
55	'imported_page' => $page,
56	'total_pages' => $this->totalPage,
57	'next_page' => $page + 1,
58	'total_tickets' => $this->totalTickets,
59	'remaining' => $remainingTickets,
60	];
61
62	if ($hasMore) {
63	$previousValue = Meta::where('object_type', '_fs_helpscout_migration_info')->first();
64	if ($previousValue) {
65	Meta::where('object_type', '_fs_helpscout_migration_info')->update([
66	'key' => $this->mailbox_id,
67	'value' => maybe_serialize($response)
68	]);
69	} else {
70	Meta::insert([
71	'object_type' => '_fs_helpscout_migration_info',
72	'key' => $this->mailbox_id,
73	'value' => maybe_serialize($response)
74	]);
75	}
76	return $response;
77	}
78
79	Meta::where('object_type', '_fs_helpscout_migration_info')->delete();
80	$response['message'] = __('All tickets have been imported successfully', 'fluent-support');
81	update_option('_fs_migrate_helpscout', current_time('mysql'), 'no');
82	return $response;
83	}
84
85	// This method will get all tickets from Help Scout
86	private function getTickets($page)
87	{
88	$request = wp_remote_get(
89	$this->apiUrl . 'conversations?mailbox=' . $this->mailbox_id . '&page=' . $page . '&status=all',
90	[
91	'headers' => [
92	'Authorization' => 'Bearer ' . $this->accessToken
93	],
94	'timeout' => 60
95	]
96	);
97
98	$response = wp_remote_retrieve_body($request);
99	$response = json_decode($response, true);
100	$tickets = $response['_embedded']['conversations'];
101
102	$this->totalPage = (int) $response['page']['totalPages'];
103	$this->currentPage = (int) $response['page']['number'];
104	$this->totalTickets = (int) $response['page']['totalElements'];
105
106	$formattedTickets = [];
107	foreach ($tickets as $ticket) {
108	$formattedTickets[] = $this->bindOrginalTicketAndReplies($ticket['id']);
109	}
110
111	return $formattedTickets;
112	}
113
114	// This method will make ticket data with associated replies and attachments
115	private function bindOrginalTicketAndReplies($ticketId)
116	{
117	try{
118	$request = wp_remote_get(
119	$this->apiUrl. 'conversations/' . $ticketId . '?embed=threads',
120	[
121	'headers' => [
122	'Authorization' => 'Bearer ' . $this->accessToken
123	],
124	'timeout' => 60
125	]
126	);
127
128	$response = wp_remote_retrieve_body($request);
129	$response = json_decode($response, true);
130
131	$formattedReplies = [];
132	$customerData = $response['primaryCustomer'] ?: [];
133
134	if ($replies = $response['_embedded']['threads']) {
135	$formattedCustomerData = $this->formatPersonData($customerData);
136	$customer = $this->fetchPerson($formattedCustomerData);
137	$this->originId = intval($response['id']);
138
139	if (isset(end($replies)['body'])) {
140	$content = wp_kses_post(end($replies)['body']);
141	} else {
142	$content = wp_kses_post($response['preview']);
143	}
144
145
146	$waitingSince = isset($response['customerWaitingSince']['time']) ?
147	date('Y-m-d h:i:s', strtotime($response['customerWaitingSince']['time'])) :
148	date('Y-m-d h:i:s', strtotime($response['createdAt']));
149
150	$ticketData = [
151	'origin_id' => $this->originId,
152	'source' => 'helpscout',
153	'title' => isset($response['subject']) ? $response['subject'] : $response['preview'],
154	'content' => $content,
155	'customer' => $customer,
156	'response_count' => intval($response['threads']),
157	'created_at' => date('Y-m-d h:i:s', strtotime($response['createdAt'])),
158	'updated_at' => date('Y-m-d h:i:s', strtotime($response['createdAt'])),
159	'waiting_since' => $waitingSince,
160	'last_customer_response' => NULL,
161	'last_agent_response' => NULL,
162	];
163
164	if($response['threads'] == 0 && $response['status'] == 'active'){
165	$ticketData['status'] = 'closed';
166	} elseif ($response['status'] == 'closed') {
167	$ticketData['status'] = 'closed';
168	} else {
169	$ticketData['status'] = 'active';
170	}
171
172	if ($attachments = end($replies)['_embedded']['attachments']){
173	$ticketData['attachments'] = $this->download($attachments);
174	}
175
176	array_pop($replies);
177	$replies = array_reverse($replies);
178
179	foreach ($replies as $reply) {
180	$repliedBy = $reply['createdBy'] ?? [];
181	$isLineItem = $reply['type'] == 'lineitem';
182	$user = ($customer->email === ($repliedBy['email'] ?? null)) ? $customer : $this->fetchPerson($this->formatPersonData($repliedBy), 'agent');
183
184	$formattedReplies[] = [
185	'content' => $isLineItem ? wp_kses_post($reply['action']['text']) : wp_kses_post($reply['body']),
186	'conversation_type' => $isLineItem ? 'internal_info' : 'response',
187	'created_at' => date('Y-m-d H:i:s', strtotime($reply['createdAt'])),
188	'updated_at' => date('Y-m-d H:i:s', strtotime($reply['createdAt'])),
189	'is_customer_reply' => $isLineItem ? false : ($customer->email === $repliedBy['email']),
190	'user' => $user,
191	'attachments' => $this->download($reply['_embedded']['attachments']),
192	];
193	}
194	$ticketData['replies'] = $formattedReplies;
195	}
196
197	return $ticketData;
198	} catch (\Exception $e) {
199	throw new \Exception(esc_html($e->getMessage()));
200	}
201
202	}
203
204
205	private function fetchPerson($personData, $type='customer')
206	{
207	$person = Person::updateOrCreate(
208	[
209	'email' => $personData['email']
210	],
211	[
212	'first_name' => $personData['first_name'],
213	'last_name' => $personData['last_name'],
214	'email' => $personData['email'],
215	'type' => $type
216	]
217	);
218
219	return $person;
220	}
221
222	private function formatPersonData($personData)
223	{
224	return[
225	'first_name' => $personData['first'],
226	'last_name' => $personData['last'],
227	'email' => isset($personData['email']) ? $personData['email'] : null,
228	];
229	}
230
231	// This method will download attachments from Help Scout
232	// It will create a new folder for each ticket and store attachments in it with their original name
233	// Example folder name: helpscout-ticket-{helpscout_ticket_id}
234	private function download($attachments)
235	{
236	$formattedAttachments = [];
237
238	if (count($attachments) < 1) {
239	return $formattedAttachments;
240	}
241
242	$wpUploadDir = wp_upload_dir();
243	$baseDir = $wpUploadDir['basedir'] . '/fluent-support/helpscout-ticket-'. $this->originId . '/';
244
245	foreach ($attachments as $attachment){
246	$remoteUrl = $attachment['_links']['web']['href'];
247	$fileName = basename($remoteUrl);
248
249	$filePath = $this->downloadFile($remoteUrl, $baseDir);
250
251	if ($filePath) {
252	$fileInfo = wp_check_filetype($filePath);
253	$fileUrl = $wpUploadDir['baseurl'] . '/fluent-support/helpscout-ticket-'. $this->originId . '/' . $fileName;
254
255	$formattedAttachments[] = [
256	'full_url' => $fileUrl,
257	'title' => $fileName,
258	'file_path' => $filePath,
259	'driver' => 'local',
260	'status' => 'active',
261	'file_type' => (!empty($fileInfo['type'])) ? $fileInfo['type'] : ''
262	];
263	}
264	}
265	return $formattedAttachments;
266	}
267
268	public function setAccessToken($accessToken)
269	{
270	$this->accessToken = $accessToken;
271	}
272
273	public function setMailboxId($mailbox_id)
274	{
275	$this->mailbox_id = $mailbox_id;
276	}
277
278	public function deleteTickets($page)
279	{
280	return;
281	}
282
283	// Download a file from a remote URL and create a new directory for this if not exists
284	// Then save the file to the new directory and move this directory to a new given directory
285	private function downloadFile($remoteUrl, $baseDir)
286	{
287	$fileName = basename($remoteUrl);
288	$filePath = $baseDir . $fileName;
289
290	if (!file_exists($baseDir)) {
291	mkdir($baseDir, 0777, true);
292	}
293
294	if (!file_exists($filePath)) {
295	$response = wp_remote_get($remoteUrl, [
296	'timeout' => 60,
297	'stream' => false
298	]);
299
300	if (is_wp_error($response)) {
301	return false;
302	}
303
304	$file_contents = wp_remote_retrieve_body($response);
305	if (empty($file_contents)) {
306	return false;
307	}
308
309	file_put_contents($filePath, $file_contents);
310	}
311
312	return $filePath;
313	}
314	}
315