| 1 |
<?php |
| 2 |
|
| 3 |
namespace FluentSupport\App\Services; |
| 4 |
|
| 5 |
use Exception; |
| 6 |
use FluentSupport\App\Http\Policies\PortalPolicy; |
| 7 |
use FluentSupport\App\Models\MailBox; |
| 8 |
use FluentSupport\App\Models\Meta; |
| 9 |
use FluentSupport\App\Models\Ticket; |
| 10 |
use FluentSupport\App\Models\Customer; |
| 11 |
use FluentSupport\App\Services\Tickets\AgentTicketAccess; |
| 12 |
use FluentSupport\App\Services\Tickets\ResponseService; |
| 13 |
use FluentSupport\App\Services\Tickets\TicketService; |
| 14 |
use FluentSupport\Framework\Support\Arr; |
| 15 |
use FluentSupport\App\Models\Attachment; |
| 16 |
use FluentSupport\App\Models\Conversation; |
| 17 |
|
| 18 |
class CustomerPortalService |
| 19 |
{ |
| 20 |
/** |
| 21 |
* Ticket columns a customer never sees: the agent-set priority and the |
| 22 |
* email threading / dedupe internals. |
| 23 |
*/ |
| 24 |
const PRIVATE_TICKET_FIELDS = ['priority', 'message_id', 'content_hash', 'secret_content']; |
| 25 |
|
| 26 |
/** |
| 27 |
* Hide PRIVATE_TICKET_FIELDS on a ticket, or on each ticket of a list or page. |
| 28 |
* |
| 29 |
* @param mixed $tickets |
| 30 |
* @return mixed |
| 31 |
*/ |
| 32 |
public static function hidePrivateTicketFields($tickets) |
| 33 |
{ |
| 34 |
if ($tickets instanceof Ticket) { |
| 35 |
$tickets->makeHidden(self::PRIVATE_TICKET_FIELDS); |
| 36 |
} elseif (is_iterable($tickets)) { |
| 37 |
foreach ($tickets as $ticket) { |
| 38 |
if ($ticket instanceof Ticket) { |
| 39 |
$ticket->makeHidden(self::PRIVATE_TICKET_FIELDS); |
| 40 |
} |
| 41 |
} |
| 42 |
} |
| 43 |
|
| 44 |
return $tickets; |
| 45 |
} |
| 46 |
|
| 47 |
/** |
| 48 |
* @param object $customer |
| 49 |
* @param string $requestedStatus |
| 50 |
* @param array|null $options |
| 51 |
* @return object |
| 52 |
* @throws Exception |
| 53 |
* @since 1.8.1 |
| 54 |
*/ |
| 55 |
public function getTickets($customer, $requestedStatus, $options = []) |
| 56 |
{ |
| 57 |
$this->validateCustomer($customer); |
| 58 |
|
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$statuses = $this->getTicketStatues($requestedStatus); |
| 60 |
|
| 61 |
return $this->ticketsAdditionalData($customer, $statuses, $options); |
| 62 |
} |
| 63 |
|
| 64 |
/** |
| 65 |
* @param array $customerAdditionalData |
| 66 |
* @param int $ticketId |
| 67 |
* @return array |
| 68 |
* @since 1.5.7 |
| 69 |
*/ |
| 70 |
public function getTicket($customerAdditionalData, $ticketId) |
| 71 |
{ |
| 72 |
$ticket = $this->getTicketByID($ticketId); |
| 73 |
|
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// Same message as a denied ticket, so an unknown number reveals nothing. |
| 75 |
if (!$ticket) { |
| 76 |
throw new \Exception(esc_html__('Sorry, You do not have permission to this support ticket', 'fluent-support')); |
| 77 |
} |
| 78 |
|
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// translators: %s is the time duration (e.g., "2 hours", "3 days") |
| 80 |
$ticket->human_date = sprintf(__('%s ago', 'fluent-support'), human_time_diff(strtotime($ticket->created_at), current_time('timestamp'))); |
| 81 |
|
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$customer = $this->getCustomer($customerAdditionalData, $ticket); |
| 83 |
|
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$this->checkCustomerTicketAccess($customer, $ticket); |
| 85 |
|
| 86 |
return [ |
| 87 |
'ticket' => $this->syncTicketAdditionData($ticket), |
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'responses' => $this->getResponses($ticket->id), |
| 89 |
'sign_on_id' => $ticket->customer_id |
| 90 |
]; |
| 91 |
} |
| 92 |
|
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/** |
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* @param object $customer |
| 95 |
* @param array $data |
| 96 |
* @param int $mailboxId |
| 97 |
* @param bool $onBehalf Filed by a remote portal for the customer; their uploads are the customer's. |
| 98 |
* @return Ticket |
| 99 |
* @throws Exception |
| 100 |
*/ |
| 101 |
public function createTicket($customer, $data, $mailboxId, $onBehalf = false) |
| 102 |
{ |
| 103 |
$this->validateCustomer($customer); |
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|
| 105 |
$data = $this->onlyAllowedPortalTicketFields($data); |
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|
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// Already unslashed at the request boundary. Don't unslash again or literal backslashes are lost. |
| 108 |
$data['title'] = sanitize_text_field($data['title']); |
| 109 |
$data['content'] = wp_kses_post($data['content']); |
| 110 |
$data['customer_id'] = $customer->id; |
| 111 |
$data['product_source'] = 'local'; |
| 112 |
$data['mailbox_id'] = $this->resolveMailboxId($mailboxId); |
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$data['source'] = 'web'; |
| 114 |
|
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$disabledFields = apply_filters('fluent_support/disabled_ticket_fields', []); |
| 116 |
$this->validateDisabledFields($data, $disabledFields); |
| 117 |
|
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return $this->storeTicket($data, $customer, $disabledFields, $onBehalf); |
| 119 |
} |
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|
| 121 |
/** |
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* The validator returns the whole payload, and many fillable Ticket columns (agent_id, |
| 123 |
* status, privacy, ...) are agent-only, so keep only what a customer may set. |
| 124 |
* |
| 125 |
* @param array $data |
| 126 |
* @return array |
| 127 |
*/ |
| 128 |
private function onlyAllowedPortalTicketFields($data) |
| 129 |
{ |
| 130 |
$allowedKeys = [ |
| 131 |
'title', |
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'content', |
| 133 |
'product_id', |
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'client_priority', |
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'custom_data', |
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'attachments', |
| 137 |
'message_id', |
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]; |
| 139 |
|
| 140 |
return array_intersect_key($data, array_flip($allowedKeys)); |
| 141 |
} |
| 142 |
|
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|
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/** |
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* @param array $customerAdditionalData |
| 146 |
* @param int $ticketId |
| 147 |
* @param array $data |
| 148 |
* @return array |
| 149 |
* @throws Exception |
| 150 |
* @since 1.5.7 |
| 151 |
*/ |
| 152 |
public function createResponse($customerAdditionalData, $ticketId, $data) |
| 153 |
{ |
| 154 |
// Already unslashed at the request boundary; ResponseService sanitizes it. |
| 155 |
$data['conversation_type'] = 'response'; |
| 156 |
|
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$ticket = Ticket::with(['customer'])->wherePublicIdentifier($ticketId)->firstOrFail(); |
| 158 |
$customer = $this->getCustomer($customerAdditionalData, $ticket); |
| 159 |
|
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$this->checkCustomerTicketAccess($customer, $ticket, 'response'); |
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|
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// Checked before anything changes, so a blank reply neither reopens nor saves. |
| 163 |
if (!$this->hasReplyContent(Arr::get($data, 'content'))) { |
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throw new \Exception(esc_html__('Please write a reply before sending.', 'fluent-support')); |
| 165 |
} |
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|
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// A reply reopens a closed ticket, as an emailed reply does, so it is never left |
| 168 |
// closed with an unanswered customer message in it. Reopened before the reply is |
| 169 |
// saved, as email piping does, so the reply hooks see an active ticket. Not when |
| 170 |
// the customer asked to close it with this reply. |
| 171 |
if ($ticket->status == 'closed' && Arr::get($data, 'close_ticket') != 'yes') { |
| 172 |
(new TicketService())->reopen($ticket, $customer); |
| 173 |
} |
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|
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$responseData = (new ResponseService())->createResponse($data, $customer, $ticket); |
| 176 |
|
| 177 |
if (!$responseData) { |
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throw new \Exception(esc_html__('Please write a reply before sending.', 'fluent-support')); |
| 179 |
} |
| 180 |
|
| 181 |
$responseData['ticket'] = Ticket::find($ticket->id); |
| 182 |
$responseData['response']->content = Helper::refreshSignedAttachmentUrls($responseData['response']->content, $ticket->id); |
| 183 |
$responseData['response']->load([ |
| 184 |
'attachments' => function ($query) { |
| 185 |
$query->where('status', 'active'); |
| 186 |
} |
| 187 |
]); |
| 188 |
|
| 189 |
return [ |
| 190 |
'message' => __('Reply has been added', 'fluent-support'), |
| 191 |
'response' => $responseData['response'], |
| 192 |
'ticket' => self::hidePrivateTicketFields($responseData['ticket']) |
| 193 |
]; |
| 194 |
} |
| 195 |
|
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|
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/** |
| 198 |
* @param array $customerAdditionalData |
| 199 |
* @param int $ticketId |
| 200 |
* @return array |
| 201 |
* @throws Exception |
| 202 |
*/ |
| 203 |
public function closeTicket($customerAdditionalData, $ticketId) |
| 204 |
{ |
| 205 |
$ticket = Ticket::with(['customer'])->wherePublicIdentifier($ticketId)->firstOrFail(); |
| 206 |
$customer = $this->getCustomer($customerAdditionalData, $ticket); |
| 207 |
|
| 208 |
$this->checkCustomerTicketAccess($customer, $ticket, 'close'); |
| 209 |
|
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return [ |
| 211 |
'message' => __('Ticket has been closed', 'fluent-support'), |
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'ticket' => self::hidePrivateTicketFields((new TicketService())->close($ticket, $customer)) |
| 213 |
]; |
| 214 |
} |
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|
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/** |
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* @param array $customerAdditionalData |
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* @param int $ticketId |
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* @return array |
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* @throws Exception |
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*/ |
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public function reOpenTicket($customerAdditionalData, $ticketId) |
| 223 |
{ |
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$ticket = Ticket::with(['customer'])->wherePublicIdentifier($ticketId)->firstOrFail(); |
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$customer = $this->getCustomer($customerAdditionalData, $ticket); |
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|
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$this->checkCustomerTicketAccess($customer, $ticket, 'reopen'); |
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|
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return [ |
| 230 |
'message' => __('Ticket has been opened again', 'fluent-support'), |
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'ticket' => self::hidePrivateTicketFields((new TicketService())->reopen($ticket, $customer)) |
| 232 |
]; |
| 233 |
} |
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|
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/** |
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* @param array $data |
| 237 |
* @param array $disabledFields |
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* @return array $data |
| 239 |
* @since 1.5.7 |
| 240 |
*/ |
| 241 |
private function validateDisabledFields($data, $disabledFields) |
| 242 |
{ |
| 243 |
if (!in_array('priority', $disabledFields)) { |
| 244 |
$data['priority'] = sanitize_text_field($data['client_priority'] ?? ''); |
| 245 |
$data['client_priority'] = sanitize_text_field($data['client_priority'] ?? ''); |
| 246 |
} |
| 247 |
|
| 248 |
if (in_array('product_services', $disabledFields)) { |
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unset($data['product_id']); |
| 250 |
} |
| 251 |
|
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return $data; |
| 253 |
} |
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|
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|
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/** |
| 257 |
* @param array $data |
| 258 |
* @param object $customer |
| 259 |
* @param array $disabledFields |
| 260 |
* @param bool $onBehalf |
| 261 |
* @return Ticket |
| 262 |
* @since 1.5.7 |
| 263 |
*/ |
| 264 |
private function storeTicket($data, $customer, $disabledFields, $onBehalf = false) |
| 265 |
{ |
| 266 |
/* |
| 267 |
* Filter ticket data before it's saved. |
| 268 |
* |
| 269 |
* @since v1.0.0 |
| 270 |
* @param array $data |
| 271 |
* @param object $customer |
| 272 |
*/ |
| 273 |
$data = apply_filters('fluent_support/create_ticket_data', $data, $customer); |
| 274 |
|
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/* |
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* Fires before the ticket is created. |
| 277 |
* |
| 278 |
* @since v1.0.0 |
| 279 |
* @param array $data |
| 280 |
* @param object $customer |
| 281 |
*/ |
| 282 |
do_action('fluent_support/before_ticket_create', $data, $customer); |
| 283 |
|
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$ticket = Ticket::create($data); |
| 285 |
|
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TicketService::addTicketAttachments($data, $disabledFields, $ticket, $customer, $onBehalf); |
| 287 |
$this->addCustomData($data, $ticket); |
| 288 |
|
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do_action('fluent_support/ticket_created', $ticket, $customer); |
| 290 |
|
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return $ticket; |
| 292 |
} |
| 293 |
|
| 294 |
|
| 295 |
/** |
| 296 |
* @param array $data |
| 297 |
* @param object $ticket |
| 298 |
* @return void |
| 299 |
*/ |
| 300 |
private function addCustomData($data, $ticket) |
| 301 |
{ |
| 302 |
if (defined('FLUENTSUPPORTPRO')) { |
| 303 |
$customData = Arr::get($data, 'custom_data'); |
| 304 |
if ($customData) { |
| 305 |
$ticket->syncCustomFields($customData); |
| 306 |
} |
| 307 |
} |
| 308 |
} |
| 309 |
|
| 310 |
/** |
| 311 |
* @param object|null $customer |
| 312 |
* @since 1.5.7 |
| 313 |
* @throws Exception |
| 314 |
*/ |
| 315 |
private function validateCustomer($customer) |
| 316 |
{ |
| 317 |
if (!$customer) { |
| 318 |
throw new \Exception(esc_html__('Customer not found', 'fluent-support')); |
| 319 |
} |
| 320 |
|
| 321 |
if (!$customer->canAccessPortal()) { |
| 322 |
throw new \Exception(esc_html__('Sorry, You do not have access to customer portal', 'fluent-support')); |
| 323 |
} |
| 324 |
} |
| 325 |
|
| 326 |
/** |
| 327 |
* With a valid signed ticket hash the ticket's own customer is used, otherwise the current user. |
| 328 |
* |
| 329 |
* @param array $customerAdditionalData |
| 330 |
* @param object $ticket |
| 331 |
* @return object $customer |
| 332 |
* @throws Exception |
| 333 |
* |
| 334 |
* @since 1.5.7 |
| 335 |
*/ |
| 336 |
public function getCustomer($customerAdditionalData, $ticket) |
| 337 |
{ |
| 338 |
$intendedHash = Arr::get($customerAdditionalData, 'intended_ticket_hash'); |
| 339 |
if ($intendedHash && Helper::isPublicSignedTicketEnabled()) { |
| 340 |
if (!is_string($intendedHash) || !hash_equals((string) $ticket->hash, $intendedHash)) { |
| 341 |
throw new \Exception(esc_html__('Sorry, You do not have permission to this support ticket', 'fluent-support')); |
| 342 |
} |
| 343 |
$customer = $ticket->customer; |
| 344 |
} else { |
| 345 |
$onBehalf = Arr::get($customerAdditionalData, 'on_behalf'); |
| 346 |
|
| 347 |
// Signed links are off: see PortalPolicy::maybePublicSignedRequest(). |
| 348 |
if ($intendedHash && !$onBehalf && PortalPolicy::canActOnBehalf()) { |
| 349 |
throw new \Exception(esc_html__('Sorry, You do not have permission to this support ticket', 'fluent-support')); |
| 350 |
} |
| 351 |
|
| 352 |
// An agent acting for a customer keeps their own mailbox and visibility limits. |
| 353 |
// Site admins have full access and may not have an agent record at all. |
| 354 |
if ($onBehalf && !current_user_can('manage_options') && !(new AgentTicketAccess())->currentAgentCanAccess($ticket)) { |
| 355 |
throw new \Exception(esc_html__('Sorry, You do not have permission to this support ticket', 'fluent-support')); |
| 356 |
} |
| 357 |
|
| 358 |
$customer = $this->resolveCustomer($onBehalf, Arr::get($customerAdditionalData, 'user_ip')); |
| 359 |
} |
| 360 |
|
| 361 |
if (!$customer) { |
| 362 |
throw new \Exception(esc_html__('Sorry! No customer found', 'fluent-support')); |
| 363 |
} |
| 364 |
|
| 365 |
return $customer; |
| 366 |
} |
| 367 |
|
| 368 |
/** |
| 369 |
* @param string $requestedStatus |
| 370 |
* @return array |
| 371 |
* @since 1.8.1 |
| 372 |
*/ |
| 373 |
private function getTicketStatues($requestedStatus) |
| 374 |
{ |
| 375 |
$statuses = [ |
| 376 |
'open' => ['new', 'active', 'on-hold'], |
| 377 |
'all' => [], |
| 378 |
'closed' => ['closed'] |
| 379 |
]; |
| 380 |
|
| 381 |
return Arr::get($statuses, $requestedStatus, []); |
| 382 |
} |
| 383 |
|
| 384 |
|
| 385 |
/** |
| 386 |
* @param object $customer |
| 387 |
* @param array $statuses |
| 388 |
* @param array|null $options |
| 389 |
* @return object $tickets |
| 390 |
* @since 1.5.7 |
| 391 |
*/ |
| 392 |
private function ticketsAdditionalData($customer, $statuses, $options = []) |
| 393 |
{ |
| 394 |
$defaultOptions = [ |
| 395 |
'search' => null, |
| 396 |
'sorting' => null, |
| 397 |
'filters' => null |
| 398 |
]; |
| 399 |
|
| 400 |
$ticketOptions = wp_parse_args($options, $defaultOptions); |
| 401 |
|
| 402 |
$tickets = Ticket::with([ |
| 403 |
'customer' => function ($query) { |
| 404 |
$query->select(['first_name', 'last_name', 'id']); |
| 405 |
}, 'agent' => function ($query) { |
| 406 |
$query->select(['first_name', 'last_name', 'id']); |
| 407 |
} |
| 408 |
])->where('customer_id', $customer->id) |
| 409 |
->when(!empty($ticketOptions['sorting'] && !empty($ticketOptions['sorting']['sort_by'])), function ($query) use ($ticketOptions) { |
| 410 |
return $query->orderBy(sanitize_sql_orderby($ticketOptions['sorting']['sort_by']), sanitize_sql_orderby($ticketOptions['sorting']['sort_type'])); |
| 411 |
}) |
| 412 |
->when(!empty($options['filters']['product_id']), function ($query) use ($ticketOptions) { |
| 413 |
return $query->where('product_id', $ticketOptions['filters']['product_id']); |
| 414 |
}) |
| 415 |
->when($statuses, function ($query) use ($statuses) { |
| 416 |
return $query->whereIn('status', $statuses); |
| 417 |
}) |
| 418 |
->when($ticketOptions['search'], function ($query) use ($ticketOptions) { |
| 419 |
return $query->searchBy($ticketOptions['search']); |
| 420 |
}) |
| 421 |
->when(empty($ticketOptions['sorting']), function ($query) { |
| 422 |
return $query->latest('updated_at'); |
| 423 |
}) |
| 424 |
->paginate(); |
| 425 |
|
| 426 |
foreach ($tickets as $ticket) { |
| 427 |
// translators: %s is the time duration (e.g., "2 hours", "3 days") |
| 428 |
$ticket->human_date = sprintf(__('%s ago', 'fluent-support'), human_time_diff(strtotime($ticket->created_at), current_time('timestamp'))); |
| 429 |
$ticket->preview_response = $ticket->getLastResponse(); |
| 430 |
} |
| 431 |
|
| 432 |
return self::hidePrivateTicketFields($tickets); |
| 433 |
} |
| 434 |
|
| 435 |
/** |
| 436 |
* Keeps only scalar values, so sanitize_text_field() never gets an array. |
| 437 |
* An empty result makes resolveCustomer() use the logged-in user. |
| 438 |
* |
| 439 |
* @param mixed $onBehalf |
| 440 |
* @return array |
| 441 |
*/ |
| 442 |
public function sanitizeOnBehalf($onBehalf) |
| 443 |
{ |
| 444 |
if (!is_array($onBehalf)) { |
| 445 |
return []; |
| 446 |
} |
| 447 |
|
| 448 |
$sanitized = []; |
| 449 |
|
| 450 |
foreach ($onBehalf as $key => $value) { |
| 451 |
if (is_scalar($value)) { |
| 452 |
$sanitized[sanitize_text_field($key)] = sanitize_text_field($value); |
| 453 |
} |
| 454 |
} |
| 455 |
|
| 456 |
return $sanitized; |
| 457 |
} |
| 458 |
|
| 459 |
/** |
| 460 |
* Find the customer for $onBehalf (or the current user), creating it when $forceCreate is set. |
| 461 |
* |
| 462 |
* @param array $onBehalf |
| 463 |
* @param string $userIp |
| 464 |
* @param bool $forceCreate |
| 465 |
* @return Customer|false |
| 466 |
*/ |
| 467 |
public function resolveCustomer($onBehalf, $userIp, $forceCreate = false) |
| 468 |
{ |
| 469 |
if (!$onBehalf) { |
| 470 |
$user = get_user_by('ID', get_current_user_id()); |
| 471 |
if (!$user) { |
| 472 |
return false; |
| 473 |
} |
| 474 |
|
| 475 |
$onBehalf = [ |
| 476 |
'user_id' => $user->ID, |
| 477 |
'email' => $user->user_email, |
| 478 |
'last_ip_address' => $userIp |
| 479 |
]; |
| 480 |
} |
| 481 |
|
| 482 |
if ($forceCreate) { |
| 483 |
return Customer::maybeCreateCustomer($onBehalf); |
| 484 |
} |
| 485 |
|
| 486 |
return Customer::getCustomerFromData($onBehalf); |
| 487 |
} |
| 488 |
|
| 489 |
/** |
| 490 |
* Whether a reply has something to read: text, or an image. Editors leave markup |
| 491 |
* such as <p> </p> behind when the text is deleted. |
| 492 |
* |
| 493 |
* @param mixed $content |
| 494 |
* @return bool |
| 495 |
*/ |
| 496 |
private function hasReplyContent($content) |
| 497 |
{ |
| 498 |
// ResponseService refuses whatever empty() treats as empty, "0" included. |
| 499 |
if (!is_string($content) || empty($content)) { |
| 500 |
return false; |
| 501 |
} |
| 502 |
|
| 503 |
if (stripos($content, '<img') !== false) { |
| 504 |
return true; |
| 505 |
} |
| 506 |
|
| 507 |
$text = wp_strip_all_tags(str_ireplace([' ', ' '], ' ', $content)); |
| 508 |
|
| 509 |
return trim(html_entity_decode($text, ENT_QUOTES, 'UTF-8'), " \t\n\r\0\x0B\xC2\xA0") !== ''; |
| 510 |
} |
| 511 |
|
| 512 |
/** |
| 513 |
* The given mailbox's id, falling back to the default mailbox. |
| 514 |
* |
| 515 |
* @param int $mailboxId |
| 516 |
* @return int|null |
| 517 |
*/ |
| 518 |
public function resolveMailboxId($mailboxId) |
| 519 |
{ |
| 520 |
$mailbox = MailBox::find($mailboxId); |
| 521 |
if ($mailbox) { |
| 522 |
return $mailbox->id; |
| 523 |
} |
| 524 |
|
| 525 |
$mailbox = Helper::getDefaultMailBox(); |
| 526 |
|
| 527 |
if ($mailbox) { |
| 528 |
return $mailbox->id; |
| 529 |
} |
| 530 |
return null; |
| 531 |
} |
| 532 |
|
| 533 |
/** |
| 534 |
* @param int|string $ticketId |
| 535 |
* @return object $ticket |
| 536 |
*/ |
| 537 |
private function getTicketByID($ticketId) |
| 538 |
{ |
| 539 |
$ticket = Ticket::wherePublicIdentifier($ticketId) |
| 540 |
->with([ |
| 541 |
'customer' => function ($query) { |
| 542 |
$query->select(['first_name', 'email', 'person_type', 'last_name', 'id', 'avatar']); |
| 543 |
}, 'agent' => function ($query) { |
| 544 |
$query->select(['first_name', 'email', 'person_type', 'last_name', 'id', 'title', 'avatar']); |
| 545 |
}, |
| 546 |
'product', |
| 547 |
'attachments' => function ($q) { |
| 548 |
$q->where('status', 'active'); |
| 549 |
} |
| 550 |
]) |
| 551 |
->first(); |
| 552 |
|
| 553 |
return $ticket; |
| 554 |
} |
| 555 |
|
| 556 |
/** |
| 557 |
* @param object $customer |
| 558 |
* @param object $ticket |
| 559 |
* @param string|false $action |
| 560 |
* @return bool true if access is granted |
| 561 |
* @throws Exception |
| 562 |
*/ |
| 563 |
public function checkCustomerTicketAccess($customer, $ticket, $action = false) |
| 564 |
{ |
| 565 |
if (!$customer) { |
| 566 |
throw new \Exception(esc_html__('Sorry, You do not have permission to this support ticket', 'fluent-support')); |
| 567 |
} |
| 568 |
|
| 569 |
if (!$customer->canAccessPortal()) { |
| 570 |
throw new \Exception(esc_html__('Sorry, You do not have access to customer portal', 'fluent-support')); |
| 571 |
} |
| 572 |
|
| 573 |
if ($ticket->privacy == 'private' && $customer->id != $ticket->customer_id) { |
| 574 |
if ($action) { |
| 575 |
throw new \Exception(sprintf( |
| 576 |
// translators: %s is the action being performed (e.g., "view", "edit", "delete") |
| 577 |
esc_html__("Sorry! You cannot %s this ticket", 'fluent-support'), |
| 578 |
esc_html($action) |
| 579 |
)); |
| 580 |
} else { |
| 581 |
throw new \Exception(esc_html__('You do not have permission to view this support ticket', 'fluent-support')); |
| 582 |
} |
| 583 |
} |
| 584 |
|
| 585 |
$result = apply_filters('fluent_support/can_customer_access_ticket', true, $customer, $ticket, $action); |
| 586 |
|
| 587 |
if ($result && !is_wp_error($result)) { |
| 588 |
return $result; |
| 589 |
} |
| 590 |
|
| 591 |
if (!$result) { |
| 592 |
throw new \Exception(esc_html__('Sorry, You cannot access this ticket', 'fluent-support')); |
| 593 |
} |
| 594 |
|
| 595 |
throw new \Exception(esc_html($result->get_error_message())); |
| 596 |
} |
| 597 |
|
| 598 |
|
| 599 |
/** |
| 600 |
* @param int $ticketId |
| 601 |
* @return mixed |
| 602 |
*/ |
| 603 |
private function getResponses($ticketId) |
| 604 |
{ |
| 605 |
$responses = Conversation::where('ticket_id', $ticketId) |
| 606 |
->with([ |
| 607 |
'person' => function ($query) { |
| 608 |
$query->select(['first_name', 'email', 'person_type', 'last_name', 'id', 'title', 'avatar']); |
| 609 |
}, |
| 610 |
'attachments' => function ($query) { |
| 611 |
$query->where('status', 'active'); |
| 612 |
} |
| 613 |
]) |
| 614 |
->filterByType(['response', 'ticket_merge_activity', 'ticket_split_activity']) |
| 615 |
->orderBy('created_at', 'desc') |
| 616 |
->orderBy('id', 'desc') |
| 617 |
->get(); |
| 618 |
|
| 619 |
$contents = []; |
| 620 |
foreach ($responses as $response) { |
| 621 |
$contents[$response->id] = $response->content; |
| 622 |
} |
| 623 |
|
| 624 |
$contents = Helper::refreshSignedAttachmentUrlsInContents($contents, $ticketId); |
| 625 |
|
| 626 |
$feedbacks = []; |
| 627 |
if (defined('FLUENTSUPPORTPRO_PLUGIN_VERSION') && Helper::isAgentFeedbackEnabled()) { |
| 628 |
$responseIds = $responses->pluck('id')->toArray(); |
| 629 |
if ($responseIds) { |
| 630 |
$feedbacks = Meta::where('object_type', 'conversation_meta') |
| 631 |
->where('key', 'agent_feedback_ratings') |
| 632 |
->whereIn('object_id', $responseIds) |
| 633 |
->get() |
| 634 |
->keyBy('object_id'); |
| 635 |
} |
| 636 |
} |
| 637 |
|
| 638 |
foreach ($responses as $response) { |
| 639 |
if ($feedbacks && $feedbacks->has($response->id)) { |
| 640 |
$response->agent_feedback = $feedbacks->get($response->id)->value; |
| 641 |
} |
| 642 |
|
| 643 |
// translators: %s is the time duration (e.g., "2 hours", "3 days") |
| 644 |
$response->human_date = sprintf(__('%s ago', 'fluent-support'), human_time_diff(strtotime($response->created_at), current_time('timestamp'))); |
| 645 |
if (isset($contents[$response->id])) { |
| 646 |
$response->content = $contents[$response->id]; |
| 647 |
} |
| 648 |
|
| 649 |
$responseContent = apply_filters('fluent_support/response_content_before_render', $response->content, $response, null); |
| 650 |
$responseContent = links_add_target(make_clickable($responseContent)); |
| 651 |
$response->content = apply_filters('fluent_support/response_content_after_render', $responseContent, $response, null); |
| 652 |
|
| 653 |
if ($response->person) { |
| 654 |
$response->person->setHidden(['email']); |
| 655 |
} |
| 656 |
} |
| 657 |
|
| 658 |
return $responses; |
| 659 |
} |
| 660 |
|
| 661 |
/** |
| 662 |
* @param object $ticket |
| 663 |
* @return object $ticket |
| 664 |
*/ |
| 665 |
private function syncTicketAdditionData($ticket) |
| 666 |
{ |
| 667 |
$ticket->content = Helper::refreshSignedAttachmentUrls($ticket->content, $ticket->id); |
| 668 |
$ticketContent = apply_filters('fluent_support/ticket_content_before_render', $ticket->content, $ticket); |
| 669 |
$ticketContent = links_add_target(make_clickable($ticketContent)); |
| 670 |
$ticket->content = apply_filters('fluent_support/ticket_content_after_render', $ticketContent, $ticket); |
| 671 |
|
| 672 |
if ($ticket->customer) { |
| 673 |
$ticket->customer->setHidden(['email']); |
| 674 |
} |
| 675 |
|
| 676 |
if ($ticket->agent) { |
| 677 |
$ticket->agent->setHidden(['email']); |
| 678 |
} |
| 679 |
|
| 680 |
if ($ticket->status == 'closed') { |
| 681 |
$ticket->load('closed_by_person'); |
| 682 |
if ($ticket->closed_by_person) { |
| 683 |
$ticket->closed_by_person->setVisible(['first_name', 'last_name', 'id', 'full_name', 'photo']); |
| 684 |
} |
| 685 |
} |
| 686 |
|
| 687 |
if (defined('FLUENTSUPPORTPRO')) { |
| 688 |
$ticket->custom_fields = $ticket->customData('public', true); |
| 689 |
} |
| 690 |
|
| 691 |
// Set when an agent opened the ticket on the customer's behalf. Only the |
| 692 |
// display fields leave the server: the loaded Agent row carries the |
| 693 |
// agent's email, IP and user id, so it is dropped again after reading. |
| 694 |
if ($ticket->created_by) { |
| 695 |
$ticket->load('created_by_person'); |
| 696 |
if ($ticket->created_by_person) { |
| 697 |
$ticket->created_by_agent = [ |
| 698 |
'full_name' => $ticket->created_by_person->full_name, |
| 699 |
'photo' => $ticket->created_by_person->photo, |
| 700 |
// The agent's first response is the opening message; skip the placeholder body. |
| 701 |
'agent_initiated' => $ticket->isAgentInitiated(), |
| 702 |
]; |
| 703 |
} |
| 704 |
$ticket->unsetRelation('created_by_person'); |
| 705 |
} |
| 706 |
|
| 707 |
return self::hidePrivateTicketFields($ticket); |
| 708 |
} |
| 709 |
|
| 710 |
/** |
| 711 |
* @param string $approvalStatus |
| 712 |
* @param int $conversationID |
| 713 |
* @param int $ticketId The authorized ticket ID the conversation must belong to |
| 714 |
* @throws Exception |
| 715 |
*/ |
| 716 |
public function addUserFeedback($approvalStatus, $conversationID, $ticketId) |
| 717 |
{ |
| 718 |
if (!in_array($approvalStatus, ['like', 'dislike'], true)) { |
| 719 |
throw new Exception(esc_html__('Invalid feedback value provided', 'fluent-support')); |
| 720 |
} |
| 721 |
|
| 722 |
$conversation = Conversation::with('person') |
| 723 |
->where('id', $conversationID) |
| 724 |
->where('ticket_id', $ticketId) |
| 725 |
->where('conversation_type', 'response') |
| 726 |
->first(); |
| 727 |
|
| 728 |
if (!$conversation || !$conversation->person || $conversation->person->person_type !== 'agent') { |
| 729 |
throw new Exception(esc_html__('Invalid conversation for feedback', 'fluent-support')); |
| 730 |
} |
| 731 |
|
| 732 |
$existingAgentFeedback = Meta::where([ |
| 733 |
'object_id' => $conversationID, |
| 734 |
'object_type' => 'conversation_meta', |
| 735 |
'key' => 'agent_feedback_ratings', |
| 736 |
])->first(); |
| 737 |
|
| 738 |
if ($existingAgentFeedback) { |
| 739 |
$wasRemoved = $existingAgentFeedback->value === $approvalStatus; |
| 740 |
$result = $this->updateExistingFeedback($existingAgentFeedback, $approvalStatus); |
| 741 |
if (!$wasRemoved) { |
| 742 |
$this->fireFeedbackReceived($approvalStatus, $conversation); |
| 743 |
} |
| 744 |
return $result; |
| 745 |
} |
| 746 |
|
| 747 |
$agentFeedback = Meta::create([ |
| 748 |
'object_id' => $conversationID, |
| 749 |
'key' => 'agent_feedback_ratings', |
| 750 |
'object_type' => 'conversation_meta', |
| 751 |
'value' => $approvalStatus, |
| 752 |
]); |
| 753 |
|
| 754 |
$this->fireFeedbackReceived($approvalStatus, $conversation); |
| 755 |
|
| 756 |
return $agentFeedback; |
| 757 |
} |
| 758 |
|
| 759 |
/** |
| 760 |
* A customer rated an agent's reply (or changed the rating). Clicking the |
| 761 |
* same rating again removes it and fires nothing. Each rating fires at most |
| 762 |
* once per reply, so clicking back and forth can't rerun workflows. |
| 763 |
* |
| 764 |
* @param string $rating 'like' or 'dislike' |
| 765 |
* @param Conversation $conversation The rated reply. |
| 766 |
* @return void |
| 767 |
*/ |
| 768 |
private function fireFeedbackReceived($rating, $conversation) |
| 769 |
{ |
| 770 |
$ticket = Ticket::with('customer')->find($conversation->ticket_id); |
| 771 |
|
| 772 |
if (!$ticket) { |
| 773 |
return; |
| 774 |
} |
| 775 |
|
| 776 |
$firedKey = '_agent_feedback_fired_' . $rating; |
| 777 |
$alreadyFired = Meta::where('object_type', 'conversation_meta') |
| 778 |
->where('object_id', $conversation->id) |
| 779 |
->where('key', $firedKey) |
| 780 |
->exists(); |
| 781 |
|
| 782 |
if ($alreadyFired) { |
| 783 |
return; |
| 784 |
} |
| 785 |
|
| 786 |
Meta::create([ |
| 787 |
'object_type' => 'conversation_meta', |
| 788 |
'object_id' => $conversation->id, |
| 789 |
'key' => $firedKey, |
| 790 |
'value' => current_time('mysql'), |
| 791 |
]); |
| 792 |
|
| 793 |
/* |
| 794 |
* Fires when a customer likes or dislikes an agent's reply. |
| 795 |
* |
| 796 |
* @since 2.4.1 |
| 797 |
* @param string $rating 'like' or 'dislike' |
| 798 |
* @param Conversation $conversation The rated reply. |
| 799 |
* @param Ticket $ticket |
| 800 |
* @param Customer $customer |
| 801 |
*/ |
| 802 |
do_action('fluent_support/agent_feedback_received', $rating, $conversation, $ticket, $ticket->customer); |
| 803 |
} |
| 804 |
|
| 805 |
private function updateExistingFeedback($existingAgentFeedback, $approvalStatus) |
| 806 |
{ |
| 807 |
if (($existingAgentFeedback->value === 'like' && $approvalStatus === 'like') || |
| 808 |
($existingAgentFeedback->value === 'dislike' && $approvalStatus === 'dislike')) { |
| 809 |
$existingAgentFeedback->delete(); |
| 810 |
} else { |
| 811 |
$existingAgentFeedback->update([ |
| 812 |
'value' => $approvalStatus, |
| 813 |
]); |
| 814 |
} |
| 815 |
return $existingAgentFeedback; |
| 816 |
} |
| 817 |
|
| 818 |
} |
| 819 |
|
