| 1 |
<?php |
| 2 |
|
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namespace FluentSupport\App\Hooks\Handlers; |
| 4 |
|
| 5 |
use FluentSupport\App\App; |
| 6 |
use FluentSupport\App\Models\Agent; |
| 7 |
use FluentSupport\App\Models\Meta; |
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use FluentSupport\App\Models\Ticket; |
| 9 |
use FluentSupport\App\Services\EmailNotification\Settings; |
| 10 |
use FluentSupport\App\Services\Emogrifier; |
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use FluentSupport\App\Services\Helper; |
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use FluentSupport\App\Services\Mailer; |
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use FluentSupport\App\Services\Tickets\AgentTicketAccess; |
| 14 |
use FluentSupport\Framework\Support\Arr; |
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|
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class EmailNotificationHandler |
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{ |
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public function ticketCreated($ticket, $customer) |
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{ |
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$mailbox = $ticket->mailbox; |
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|
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if (!$mailbox) { |
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return; |
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} |
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|
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// Let's send welcome email to customer if enabled |
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$emailSettings = (new Settings())->getBoxEmailSettings($mailbox, 'ticket_created_email_to_customer'); |
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|
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// Blocked customers get no email; the admin copy below still goes out. |
| 30 |
if ($customer && $customer->canReceiveNotifications() |
| 31 |
&& $this->shouldSendEmail($emailSettings, 'ticket_created_email_to_customer', $ticket, $customer)) { |
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$subject = apply_filters('fluent_support/parse_smartcode_data', $emailSettings['email_subject'], [ |
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'customer' => $customer, |
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'business' => $mailbox, |
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'ticket' => $ticket |
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]); |
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|
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$subject = apply_filters('fluent_support/ticket_email_subject', $subject, $ticket, 'ticket_created_email_to_customer'); |
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|
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$emailBody = $this->parseEmailBody($emailSettings['email_body'], [ |
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'customer' => $customer, |
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'business' => $mailbox, |
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'ticket' => $ticket, |
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'email_type' => 'ticket_created_email_to_customer' |
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]); |
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|
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$headers = self::automatedHeaders($mailbox->getMailerHeader()); |
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|
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$headers = apply_filters('fluent_support/mail_to_customer_header', $headers, [ |
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'cc_email' => $ticket->getSettingsValue('cc_email', []), |
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'hook_type' => 'ticket_created_email_to_customer', |
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'ticket' => $ticket |
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]); |
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|
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$attachments = []; |
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|
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if ($emailSettings['send_attachments'] == 'yes' && ($files = $ticket->attachments)) { |
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foreach ($files as $file) { |
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if ($file->driver == 'local') { |
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$filePath = $file->file_path; |
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} else { |
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$filePath = Arr::get($file->settings, 'local_temp_path'); |
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} |
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if (file_exists($filePath)) { |
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$attachments[] = $filePath; |
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} |
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} |
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} |
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|
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Mailer::send($customer->email, $subject, $emailBody, $headers, $attachments); |
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} |
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|
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// let's send email to admin if enabled |
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$emailSettings = (new Settings())->getBoxEmailSettings($mailbox, 'ticket_created_email_to_admin'); |
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if ($this->shouldSendEmail($emailSettings, 'ticket_created_email_to_admin', $ticket, $customer) |
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&& is_email($mailbox->settings['admin_email_address']) |
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) { |
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|
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$mailTo = Arr::get($mailbox->settings, 'admin_email_address'); |
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|
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if (!$mailTo || !is_email($mailTo)) { |
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return; |
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} |
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|
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$subject = apply_filters('fluent_support/parse_smartcode_data', $emailSettings['email_subject'], [ |
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'customer' => $customer, |
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'business' => $mailbox, |
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'ticket' => $ticket |
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]); |
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|
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$subject = apply_filters('fluent_support/ticket_email_subject', $subject, $ticket, 'ticket_created_email_to_admin'); |
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|
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$emailBody = $this->parseEmailBody($emailSettings['email_body'], [ |
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'customer' => $customer, |
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'business' => $mailbox, |
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'ticket' => $ticket, |
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'email_type' => 'ticket_created_email_to_admin' |
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]); |
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|
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$headers = self::automatedHeaders($mailbox->getMailerHeader()); |
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|
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$attachments = []; |
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|
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if ($emailSettings['send_attachments'] == 'yes' && ($files = $ticket->attachments)) { |
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foreach ($files as $file) { |
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|
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if ($file->driver == 'local') { |
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$filePath = $file->file_path; |
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} else { |
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$filePath = Arr::get($file->settings, 'local_temp_path'); |
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} |
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if (file_exists($filePath)) { |
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$attachments[] = $filePath; |
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} |
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|
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} |
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} |
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|
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Mailer::send($mailTo, $subject, $emailBody, $headers, $attachments); |
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} |
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} |
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|
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public function agentReplied($response, $ticket, $agent) |
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{ |
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$mailbox = $ticket->mailbox; |
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|
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|
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if (!$mailbox) { |
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return false; |
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} |
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|
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// Let's send welcome email to customer if enabled |
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$emailSettings = (new Settings())->getBoxEmailSettings($mailbox, 'ticket_replied_by_agent_email_to_customer'); |
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|
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|
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if ($emailSettings && $emailSettings['status'] == 'yes') { |
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|
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$ticket->load('customer'); |
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$customer = $ticket->customer; |
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|
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if (!$customer->canReceiveNotifications()) { |
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return false; |
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} |
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|
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if (!$this->shouldSendEmail($emailSettings, 'ticket_replied_by_agent_email_to_customer', $ticket, $customer)) { |
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return false; |
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} |
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|
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$subject = apply_filters('fluent_support/parse_smartcode_data', $emailSettings['email_subject'], [ |
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'customer' => $customer, |
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'business' => $mailbox, |
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'ticket' => $ticket, |
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'response' => $response, |
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'agent' => $agent |
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]); |
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|
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$subject = apply_filters('fluent_support/ticket_email_subject', $subject, $ticket, 'ticket_replied_by_agent_email_to_customer'); |
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|
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$emailBody = $this->parseEmailBody($emailSettings['email_body'], [ |
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'customer' => $customer, |
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'business' => $mailbox, |
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'ticket' => $ticket, |
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'response' => $response, |
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'agent' => $agent, |
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'email_type' => 'ticket_replied_by_agent_email_to_customer' |
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]); |
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|
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|
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// Written by the agent, so the From name follows the inbox's From name setting. |
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$headers = $mailbox->getMailerHeader($agent); |
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$headers = apply_filters('fluent_support/mail_to_customer_header', $headers, [ |
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'cc_email' => $response->getSettingsValue('cc_email', []), |
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'hook_type' => 'ticket_replied_by_agent_email_to_customer', |
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'ticket' => $ticket |
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]); |
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$attachments = []; |
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|
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if ($emailSettings['send_attachments'] == 'yes' && ($files = $response->attachments)) { |
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foreach ($files as $file) { |
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if ($file->driver == 'local') { |
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$filePath = $file->file_path; |
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} else { |
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$filePath = Arr::get($file->settings, 'local_temp_path'); |
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} |
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if (file_exists($filePath)) { |
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$attachments[] = $filePath; |
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} |
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} |
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} |
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|
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Mailer::send($customer->email, $subject, $emailBody, $headers, $attachments); |
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} |
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} |
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|
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public function closedByAgent($ticket, $agent) |
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{ |
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$mailbox = $ticket->mailbox; |
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if (!$mailbox) { |
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return; |
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} |
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|
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// Let's send welcome email to customer if enabled |
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$emailSettings = (new Settings())->getBoxEmailSettings($mailbox, 'ticket_closed_by_agent_email_to_customer'); |
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if ($emailSettings && $emailSettings['status'] == 'yes') { |
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|
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$ticket->load('customer'); |
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$customer = $ticket->customer; |
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|
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if (!$customer->canReceiveNotifications()) { |
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return false; |
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} |
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|
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if (!$this->shouldSendEmail($emailSettings, 'ticket_closed_by_agent_email_to_customer', $ticket, $customer)) { |
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return false; |
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} |
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|
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$subject = apply_filters('fluent_support/parse_smartcode_data', $emailSettings['email_subject'], [ |
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'customer' => $customer, |
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'business' => $mailbox, |
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'ticket' => $ticket, |
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'agent' => $agent, |
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]); |
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|
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$subject = apply_filters('fluent_support/ticket_email_subject', $subject, $ticket, 'ticket_closed_by_agent_email_to_customer'); |
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|
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$emailBody = $this->parseEmailBody($emailSettings['email_body'], [ |
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'customer' => $customer, |
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'business' => $mailbox, |
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'ticket' => $ticket, |
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'agent' => $agent, |
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'email_type' => 'ticket_closed_by_agent_email_to_customer' |
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]); |
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|
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$headers = self::automatedHeaders($mailbox->getMailerHeader()); |
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$headers = apply_filters('fluent_support/mail_to_customer_header', $headers, [ |
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'cc_email' => $ticket->getSettingsValue('cc_email', []), |
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'hook_type' => 'ticket_closed_by_agent_email_to_customer', |
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'ticket' => $ticket |
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]); |
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Mailer::send($customer->email, $subject, $emailBody, $headers); |
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} |
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} |
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|
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public function customerReplied($response, $ticket, $customer) |
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{ |
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$mailbox = $ticket->mailbox; |
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if (!$mailbox) { |
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return; |
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} |
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|
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// Let's send welcome email to customer if enabled |
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$emailSettings = (new Settings())->getBoxEmailSettings($mailbox, 'ticket_replied_by_customer_email_to_admin'); |
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if ($this->shouldSendEmail($emailSettings, 'ticket_replied_by_customer_email_to_admin', $ticket, $customer)) { |
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|
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$ticket->load('agent'); |
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$agent = $ticket->agent; |
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|
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$emailTo = $mailbox->settings['admin_email_address']; |
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if ($agent) { |
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$emailTo = $agent->email; |
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} |
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|
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if (!$emailTo || !is_email($emailTo)) { |
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return; |
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} |
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|
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$subject = apply_filters('fluent_support/parse_smartcode_data', $emailSettings['email_subject'], [ |
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'customer' => $customer, |
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'business' => $mailbox, |
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'ticket' => $ticket, |
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'response' => $response, |
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'agent' => $agent |
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]); |
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|
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$subject = apply_filters('fluent_support/ticket_email_subject', $subject, $ticket, 'ticket_replied_by_customer_email_to_admin'); |
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|
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$emailBody = $this->parseEmailBody($emailSettings['email_body'], [ |
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'customer' => $customer, |
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'business' => $mailbox, |
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'ticket' => $ticket, |
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'response' => $response, |
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'agent' => $agent, |
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'email_type' => 'ticket_replied_by_customer_email_to_admin' |
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]); |
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|
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$headers = self::automatedHeaders($mailbox->getMailerHeader()); |
| 287 |
$attachments = []; |
| 288 |
|
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if ($emailSettings['send_attachments'] == 'yes' && ($files = $response->attachments)) { |
| 290 |
foreach ($files as $file) { |
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if ($file->driver == 'local') { |
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$filePath = $file->file_path; |
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} else { |
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$filePath = Arr::get($file->settings, 'local_temp_path'); |
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} |
| 296 |
if (file_exists($filePath)) { |
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$attachments[] = $filePath; |
| 298 |
} |
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} |
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} |
| 301 |
|
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Mailer::send($emailTo, $subject, $emailBody, $headers, $attachments); |
| 303 |
} |
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} |
| 305 |
|
| 306 |
public function onAgentAssign(Agent $agent, Ticket $ticket, ?Agent $assigner = null) |
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{ |
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if ($agent->status !== 'active' || (int) $ticket->agent_id !== (int) $agent->id) { |
| 309 |
return; |
| 310 |
} |
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|
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if (!(new AgentTicketAccess())->canAccess($agent, $ticket)) { |
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return; |
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} |
| 315 |
|
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$currentUser = Helper::getAgentByUserId(); |
| 317 |
|
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if ($currentUser && $currentUser->user_id == $agent->user_id) { |
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return; |
| 320 |
} |
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|
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$mailbox = $ticket->mailbox; |
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|
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if (!$mailbox) { |
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return; |
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} |
| 327 |
|
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// Let's send notification email to agent if enabled |
| 329 |
$emailSettings = (new Settings())->getBoxEmailSettings($mailbox, 'ticket_agent_on_change'); |
| 330 |
|
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if ($this->shouldSendEmail($emailSettings, 'ticket_agent_on_change', $ticket, $agent)) { |
| 332 |
|
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if ($agent) { |
| 334 |
$emailTo = $agent->email; |
| 335 |
} |
| 336 |
|
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if (!$emailTo || !is_email($emailTo)) { |
| 338 |
return; |
| 339 |
} |
| 340 |
|
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$subject = apply_filters('fluent_support/parse_smartcode_data', $emailSettings['email_subject'], [ |
| 342 |
'business' => $mailbox, |
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'ticket' => $ticket, |
| 344 |
'agent' => $agent, |
| 345 |
'assigner' => $assigner |
| 346 |
]); |
| 347 |
|
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$subject = apply_filters('fluent_support/ticket_email_subject', $subject, $ticket, 'ticket_agent_on_change'); |
| 349 |
|
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$emailBody = $this->parseEmailBody($emailSettings['email_body'], [ |
| 351 |
'business' => $mailbox, |
| 352 |
'ticket' => $ticket, |
| 353 |
'agent' => $agent, |
| 354 |
'assigner' => $assigner, |
| 355 |
'email_type' => 'ticket_agent_on_change' |
| 356 |
]); |
| 357 |
|
| 358 |
$headers = self::automatedHeaders($mailbox->getMailerHeader()); |
| 359 |
|
| 360 |
Mailer::send($emailTo, $subject, $emailBody, $headers); |
| 361 |
} |
| 362 |
} |
| 363 |
|
| 364 |
public function ticketCreatedByAgent($ticket, $customer, $agent) |
| 365 |
{ |
| 366 |
$mailbox = $ticket->mailbox; |
| 367 |
|
| 368 |
if (!$mailbox || !$customer || !$customer->canReceiveNotifications()) { |
| 369 |
return; |
| 370 |
} |
| 371 |
|
| 372 |
// Let's send welcome email to customer if enabled |
| 373 |
$emailSettings = (new Settings())->getBoxEmailSettings($mailbox, 'ticket_created_by_agent_email_to_customer'); |
| 374 |
if ($this->shouldSendEmail($emailSettings, 'ticket_created_by_agent_email_to_customer', $ticket, $customer)) { |
| 375 |
$subject = apply_filters('fluent_support/parse_smartcode_data', $emailSettings['email_subject'], [ |
| 376 |
'customer' => $customer, |
| 377 |
'agent' => $agent, |
| 378 |
'business' => $mailbox, |
| 379 |
'ticket' => $ticket |
| 380 |
]); |
| 381 |
|
| 382 |
$subject = apply_filters('fluent_support/ticket_email_subject', $subject, $ticket, 'ticket_created_by_agent_email_to_customer'); |
| 383 |
|
| 384 |
$emailBody = $this->parseEmailBody($emailSettings['email_body'], [ |
| 385 |
'customer' => $customer, |
| 386 |
'business' => $mailbox, |
| 387 |
'agent' => $agent, |
| 388 |
'ticket' => $ticket, |
| 389 |
'email_type' => 'ticket_created_by_agent_email_to_customer' |
| 390 |
]); |
| 391 |
|
| 392 |
$headers = apply_filters('fluent_support/mail_to_customer_header', self::automatedHeaders($mailbox->getMailerHeader()), [ |
| 393 |
'hook_type' => 'ticket_created_by_agent_email_to_customer', |
| 394 |
'cc_email' => [], |
| 395 |
'ticket' => $ticket |
| 396 |
]); |
| 397 |
|
| 398 |
$attachments = []; |
| 399 |
|
| 400 |
if ($emailSettings['send_attachments'] == 'yes' && ($files = $ticket->attachments)) { |
| 401 |
foreach ($files as $file) { |
| 402 |
if ($file->driver == 'local') { |
| 403 |
$filePath = $file->file_path; |
| 404 |
} else { |
| 405 |
$filePath = Arr::get($file->settings, 'local_temp_path'); |
| 406 |
} |
| 407 |
if (file_exists($filePath)) { |
| 408 |
$attachments[] = $filePath; |
| 409 |
} |
| 410 |
} |
| 411 |
} |
| 412 |
|
| 413 |
Mailer::send($customer->email, $subject, $emailBody, $headers, $attachments); |
| 414 |
} |
| 415 |
} |
| 416 |
|
| 417 |
public function ticketCreatedByAgentOnBehalf($response, $ticket, $agent) |
| 418 |
{ |
| 419 |
$mailbox = $ticket->mailbox; |
| 420 |
|
| 421 |
if (!$mailbox) { |
| 422 |
return; |
| 423 |
} |
| 424 |
|
| 425 |
$emailSettings = (new Settings())->getBoxEmailSettings($mailbox, 'ticket_created_by_agent_on_behalf_email_to_customer'); |
| 426 |
if ($this->shouldSendEmail($emailSettings, 'ticket_created_by_agent_on_behalf_email_to_customer', $ticket)) { |
| 427 |
|
| 428 |
$ticket->load('customer'); |
| 429 |
$customer = $ticket->customer; |
| 430 |
|
| 431 |
if (!$customer->canReceiveNotifications()) { |
| 432 |
return false; |
| 433 |
} |
| 434 |
|
| 435 |
$subject = apply_filters('fluent_support/parse_smartcode_data', $emailSettings['email_subject'], [ |
| 436 |
'customer' => $customer, |
| 437 |
'agent' => $agent, |
| 438 |
'business' => $mailbox, |
| 439 |
'ticket' => $ticket, |
| 440 |
'response' => $response |
| 441 |
]); |
| 442 |
|
| 443 |
$subject = apply_filters('fluent_support/ticket_email_subject', $subject, $ticket, 'ticket_created_by_agent_on_behalf_email_to_customer'); |
| 444 |
|
| 445 |
$emailBody = $this->parseEmailBody($emailSettings['email_body'], [ |
| 446 |
'customer' => $customer, |
| 447 |
'business' => $mailbox, |
| 448 |
'agent' => $agent, |
| 449 |
'ticket' => $ticket, |
| 450 |
'response' => $response, |
| 451 |
'email_type' => 'ticket_created_by_agent_on_behalf_email_to_customer' |
| 452 |
]); |
| 453 |
|
| 454 |
$headers = apply_filters('fluent_support/mail_to_customer_header', $mailbox->getMailerHeader($agent), [ |
| 455 |
'hook_type' => 'ticket_created_by_agent_on_behalf_email_to_customer', |
| 456 |
'cc_email' => [], |
| 457 |
'ticket' => $ticket |
| 458 |
]); |
| 459 |
|
| 460 |
$attachments = []; |
| 461 |
|
| 462 |
if ($emailSettings['send_attachments'] == 'yes') { |
| 463 |
$files = $response->attachments; |
| 464 |
|
| 465 |
// Agent-initiated ticket uploads are stored on the ticket, while this email |
| 466 |
// is rendered from the synthetic first response created during ticket creation. |
| 467 |
if ((!$files || $files->isEmpty()) && $ticket->attachments) { |
| 468 |
$files = $ticket->attachments; |
| 469 |
} |
| 470 |
|
| 471 |
foreach ($files as $file) { |
| 472 |
if ($file->driver == 'local') { |
| 473 |
$filePath = $file->file_path; |
| 474 |
} else { |
| 475 |
$filePath = Arr::get($file->settings, 'local_temp_path'); |
| 476 |
} |
| 477 |
if (file_exists($filePath)) { |
| 478 |
$attachments[] = $filePath; |
| 479 |
} |
| 480 |
} |
| 481 |
} |
| 482 |
|
| 483 |
Mailer::send($customer->email, $subject, $emailBody, $headers, $attachments); |
| 484 |
} |
| 485 |
} |
| 486 |
|
| 487 |
private function emailTemplateCss() |
| 488 |
{ |
| 489 |
$app = App::getInstance(); |
| 490 |
return $app->view->make('emails.styles'); |
| 491 |
} |
| 492 |
|
| 493 |
protected function parseEmailBody($emailBody, $data) |
| 494 |
{ |
| 495 |
$data['email_body'] = apply_filters('fluent_support/parse_smartcode_data', $emailBody, $data); |
| 496 |
|
| 497 |
$app = App::getInstance(); |
| 498 |
|
| 499 |
if (isset($data['business'])) { |
| 500 |
$businessName = $data['business']->name; |
| 501 |
} else { |
| 502 |
$businessName = get_bloginfo('name'); |
| 503 |
} |
| 504 |
|
| 505 |
$footerCreditUrl = Helper::getUpgradeUrl('mail_footer', ['base_url' => 'https://fluentsupport.com/']); |
| 506 |
$footerText = apply_filters('fluent_support/email_footer_credit', 'This email is a service from ' . $businessName . '. Support Plugin is Powered by <a href="' . esc_url($footerCreditUrl) . '" style="color:#9e9e9e;" target="_new">FluentSupport</a>.'); |
| 507 |
|
| 508 |
$data['email_footer'] = $footerText; |
| 509 |
|
| 510 |
$emailTypeForCustomerFooter = ['ticket_created_email_to_customer', 'ticket_replied_by_agent_email_to_customer', 'ticket_closed_by_agent_email_to_customer', 'ticket_created_by_agent_on_behalf_email_to_customer']; |
| 511 |
|
| 512 |
if (defined('FLUENTSUPPORTPRO') && in_array($data['email_type'], $emailTypeForCustomerFooter) |
| 513 |
&& !is_null($data['business']->email_footer)) { |
| 514 |
$data['email_footer'] = apply_filters('fluent_support/parse_smartcode_data', $data['business']->email_footer, $data); |
| 515 |
} |
| 516 |
|
| 517 |
$emailBody = $app->view->make('emails.ticket_template', $data); |
| 518 |
$emogrifier = new Emogrifier($emailBody, $this->emailTemplateCss()); |
| 519 |
$emogrifier->disableInvisibleNodeRemoval(); |
| 520 |
return $emogrifier->emogrify(); |
| 521 |
} |
| 522 |
|
| 523 |
protected function shouldSendEmail($emailSettings, $emailType, $ticket, $person = null) |
| 524 |
{ |
| 525 |
if (!$emailSettings || $emailSettings['status'] != 'yes') { |
| 526 |
return false; |
| 527 |
} |
| 528 |
|
| 529 |
return apply_filters('fluent_support/should_send_notification', true, 'email', $emailType, $ticket, $person); |
| 530 |
} |
| 531 |
|
| 532 |
/** |
| 533 |
* Mark a system-generated email (confirmations, closed notices, agent alerts) so |
| 534 |
* autoresponders don't answer it (RFC 3834 Auto-Submitted, and Outlook's |
| 535 |
* X-Auto-Response-Suppress). An answer would come back through email piping and |
| 536 |
* could start a mail loop. Replies an agent writes are not marked. |
| 537 |
* |
| 538 |
* @param array $headers |
| 539 |
* @return array |
| 540 |
*/ |
| 541 |
public static function automatedHeaders($headers) |
| 542 |
{ |
| 543 |
if (!apply_filters('fluent_support/mark_automated_emails', true)) { |
| 544 |
return $headers; |
| 545 |
} |
| 546 |
|
| 547 |
$headers[] = 'Auto-Submitted: auto-generated'; |
| 548 |
$headers[] = 'X-Auto-Response-Suppress: All'; |
| 549 |
|
| 550 |
return $headers; |
| 551 |
} |
| 552 |
|
| 553 |
public function getMailerHeaderWithCc($headers, $info) |
| 554 |
{ |
| 555 |
if (isset($info['cc_email'])) { |
| 556 |
$CcHeaders = !empty($info['cc_email']) && is_array($info['cc_email']) ? implode(', ', $info['cc_email']) : ''; |
| 557 |
$headers[] = $CcHeaders ? "Cc: $CcHeaders" : ''; |
| 558 |
} |
| 559 |
|
| 560 |
return $headers; |
| 561 |
} |
| 562 |
|
| 563 |
} |
| 564 |
|
