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

HelpScoutTickets.php in Fluent Support – Helpdesk & Customer Support Ticket System 2.2.1, 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	$waitingTime = $response['customerWaitingSince']['time'] ?? $response['createdAt'] ?? null;
147	$waitingSince = $waitingTime ? gmdate('Y-m-d h:i:s', strtotime($waitingTime)) : null;
148	$createdAt = $response['createdAt'] ?? null;
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' => $createdAt ? gmdate('Y-m-d h:i:s', strtotime($createdAt)) : null,
158	'updated_at' => $createdAt ? gmdate('Y-m-d h:i:s', strtotime($createdAt)) : null,
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	$replyCreatedAt = $reply['createdAt'] ?? null;
184
185	$formattedReplies[] = [
186	'content' => $isLineItem ? wp_kses_post($reply['action']['text']) : wp_kses_post($reply['body']),
187	'conversation_type' => $isLineItem ? 'internal_info' : 'response',
188	'created_at' => $replyCreatedAt ? gmdate('Y-m-d H:i:s', strtotime($replyCreatedAt)) : null,
189	'updated_at' => $replyCreatedAt ? gmdate('Y-m-d H:i:s', strtotime($replyCreatedAt)) : null,
190	'is_customer_reply' => $isLineItem ? false : ($customer->email === $repliedBy['email']),
191	'user' => $user,
192	'attachments' => $this->download($reply['_embedded']['attachments']),
193	];
194	}
195	$ticketData['replies'] = $formattedReplies;
196	}
197
198	return $ticketData;
199	} catch (\Exception $e) {
200	throw new \Exception(esc_html($e->getMessage()));
201	}
202
203	}
204
205
206	private function fetchPerson($personData, $type='customer')
207	{
208	$person = Person::updateOrCreate(
209	[
210	'email' => $personData['email']
211	],
212	[
213	'first_name' => $personData['first_name'],
214	'last_name' => $personData['last_name'],
215	'email' => $personData['email'],
216	'type' => $type
217	]
218	);
219
220	return $person;
221	}
222
223	private function formatPersonData($personData)
224	{
225	return[
226	'first_name' => $personData['first'],
227	'last_name' => $personData['last'],
228	'email' => isset($personData['email']) ? $personData['email'] : null,
229	];
230	}
231
232	// This method will download attachments from Help Scout
233	// It will create a new folder for each ticket and store attachments in it with their original name
234	// Example folder name: helpscout-ticket-{helpscout_ticket_id}
235	private function download($attachments)
236	{
237	$formattedAttachments = [];
238
239	if (empty($attachments) \|\| !is_array($attachments) \|\| count($attachments) < 1) {
240	return $formattedAttachments;
241	}
242
243	$wpUploadDir = wp_upload_dir();
244	$baseDir = $wpUploadDir['basedir'] . '/fluent-support/helpscout-ticket-'. $this->originId . '/';
245
246	foreach ($attachments as $attachment){
247	$remoteUrl = $attachment['_links']['web']['href'];
248	$fileName = basename($remoteUrl);
249
250	$filePath = $this->downloadFile($remoteUrl, $baseDir);
251
252	if ($filePath) {
253	$fileInfo = wp_check_filetype($filePath);
254	$fileUrl = $wpUploadDir['baseurl'] . '/fluent-support/helpscout-ticket-'. $this->originId . '/' . $fileName;
255
256	$formattedAttachments[] = [
257	'full_url' => $fileUrl,
258	'title' => $fileName,
259	'file_path' => $filePath,
260	'driver' => 'local',
261	'status' => 'active',
262	'file_type' => (!empty($fileInfo['type'])) ? $fileInfo['type'] : ''
263	];
264	}
265	}
266	return $formattedAttachments;
267	}
268
269	public function setAccessToken($accessToken)
270	{
271	$this->accessToken = $accessToken;
272	}
273
274	public function setMailboxId($mailbox_id)
275	{
276	$this->mailbox_id = $mailbox_id;
277	}
278
279	public function deleteTickets($page)
280	{
281	return;
282	}
283
284	// Download a file from a remote URL and create a new directory for this if not exists
285	// Then save the file to the new directory and move this directory to a new given directory
286	private function downloadFile($remoteUrl, $baseDir)
287	{
288	$fileName = basename($remoteUrl);
289	$filePath = $baseDir . $fileName;
290
291	if (!file_exists($baseDir)) {
292	mkdir($baseDir, 0777, true);
293	}
294
295	if (!file_exists($filePath)) {
296	$response = wp_remote_get($remoteUrl, [
297	'timeout' => 60,
298	'stream' => false
299	]);
300
301	if (is_wp_error($response)) {
302	return false;
303	}
304
305	$file_contents = wp_remote_retrieve_body($response);
306	if (empty($file_contents)) {
307	return false;
308	}
309
310	file_put_contents($filePath, $file_contents);
311	}
312
313	return $filePath;
314	}
315	}
316