# fluent-support/1.5.4/app/Services/TicketHelper.php

Fluent Support – Helpdesk & Customer Support Ticket System, version 1.5.4. 120 lines.

- Page: https://pluginprobe.com/plugins/fluent-support/1.5.4/code/app/Services/TicketHelper.php
- Raw: https://pluginprobe.com/plugins/fluent-support/1.5.4/raw/app/Services/TicketHelper.php
- Modified: 2021-11-12T14:57:38+00:00

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```php
<?php

namespace FluentSupport\App\Services;

use FluentSupport\App\Models\Agent;
use FluentSupport\App\Models\Meta;
use FluentSupport\App\Models\Ticket;
use FluentSupport\App\Modules\PermissionManager;

class TicketHelper
{
    public static function getActivity($ticketId, $currentAgentId = false)
    {
        $meta = Meta::where('object_type', 'ticket_meta')
            ->where('key', '_live_activity')
            ->where('object_id', $ticketId)
            ->first();

        $activities = [];
        if ($meta) {
            $activities = maybe_unserialize($meta->value);
        }

        foreach ($activities as $index => $activity) {
            if ((time() - $activity) > 60) {
                unset($activities[$index]);
            }
        }

        if (!$currentAgentId) {
            return self::getAgentsInfoFromActivities($activities);
        }

        $activities[$currentAgentId] = time();

        if ($meta) {
            $meta->value = maybe_serialize($activities);
            $meta->save();
        } else {
            Meta::insert([
                'object_type' => 'ticket_meta',
                'key' => '_live_activity',
                'object_id' => $ticketId,
                'value' => maybe_serialize($activities)
            ]);
        }

        return self::getAgentsInfoFromActivities($activities);
    }

    public static function getAgentsInfoFromActivities($activities)
    {
        if (!$activities) {
            return [];
        }

        return Agent::select(['email', 'first_name', 'last_name'])
            ->whereIn('id', array_keys($activities))
            ->get();
    }

    public static function removeFromActivities($ticketId, $agentId)
    {
        $meta = Meta::where('object_type', 'ticket_meta')
            ->where('key', '_live_activity')
            ->where('object_id', $ticketId)
            ->first();

        $activities = [];
        if ($meta) {
            $activities = maybe_unserialize($meta->value);
        }

        if (!$activities) {
            return false;
        }

        unset($activities[$agentId]);
        foreach ($activities as $index => $activity) {
            if ((time() - $activity) > 60) {
                unset($activities[$index]);
            }
        }

        $meta->value = maybe_serialize($activities);
        $meta->save();

        return true;
    }

    public static function getSuggestedTickets($agentId, $limit = 5)
    {
        $tickets = Ticket::where('agent_id', $agentId)
            ->where('status', '!=', 'closed')
            ->applyFilters([
                'waiting_for_reply' => 'yes'
            ])
            ->orderBy('last_customer_response', 'ASC')
            ->limit($limit)
            ->with('customer')
            ->get();

        if($tickets->isEmpty() && PermissionManager::currentUserCan('fst_manage_unassigned_tickets')) {
            $tickets = Ticket::where('status', '!=', 'closed')
                ->orderBy('id', 'ASC')
                ->where(function ($q) {
                    $q->whereNull('agent_id');
                    $q->orWhere('agent_id', '0');
                })
                ->with('customer')
                ->limit($limit)
                ->get();
        }


        return $tickets;

    }
}

```