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

HelpScoutTickets.php in Fluent Support – Helpdesk & Customer Support Ticket System 2.4.5, at app/Services/Tickets/Importer/HelpScoutTickets.php

288 lines 10.9 KB

Raw Download Zip

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_safe_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	'redirection' => 0
96	]
97	);
98
99	$response = wp_remote_retrieve_body($request);
100	$response = json_decode($response, true);
101	$tickets = $response['_embedded']['conversations'];
102
103	$this->totalPage = (int) $response['page']['totalPages'];
104	$this->currentPage = (int) $response['page']['number'];
105	$this->totalTickets = (int) $response['page']['totalElements'];
106
107	$formattedTickets = [];
108	foreach ($tickets as $ticket) {
109	$formattedTickets[] = $this->bindOrginalTicketAndReplies($ticket['id']);
110	}
111
112	return $formattedTickets;
113	}
114
115	// This method will make ticket data with associated replies and attachments
116	private function bindOrginalTicketAndReplies($ticketId)
117	{
118	try{
119	$request = wp_safe_remote_get(
120	$this->apiUrl. 'conversations/' . $ticketId . '?embed=threads',
121	[
122	'headers' => [
123	'Authorization' => 'Bearer ' . $this->accessToken
124	],
125	'timeout' => 60,
126	'redirection' => 0
127	]
128	);
129
130	$response = wp_remote_retrieve_body($request);
131	$response = json_decode($response, true);
132
133	$formattedReplies = [];
134	$customerData = $response['primaryCustomer'] ?: [];
135
136	if ($replies = $response['_embedded']['threads']) {
137	$formattedCustomerData = $this->formatPersonData($customerData);
138	$customer = $this->fetchPerson($formattedCustomerData);
139	$this->originId = intval($response['id']);
140
141	if (isset(end($replies)['body'])) {
142	$content = wp_kses_post(end($replies)['body']);
143	} else {
144	$content = wp_kses_post($response['preview']);
145	}
146
147
148	$waitingTime = $response['customerWaitingSince']['time'] ?? $response['createdAt'] ?? null;
149	$waitingSince = $waitingTime ? gmdate('Y-m-d h:i:s', strtotime($waitingTime)) : null;
150	$createdAt = $response['createdAt'] ?? null;
151
152	$ticketData = [
153	'origin_id' => $this->originId,
154	'source' => 'helpscout',
155	'title' => isset($response['subject']) ? $response['subject'] : $response['preview'],
156	'content' => $content,
157	'customer' => $customer,
158	'response_count' => intval($response['threads']),
159	'created_at' => $createdAt ? gmdate('Y-m-d h:i:s', strtotime($createdAt)) : null,
160	'updated_at' => $createdAt ? gmdate('Y-m-d h:i:s', strtotime($createdAt)) : null,
161	'waiting_since' => $waitingSince,
162	'last_customer_response' => NULL,
163	'last_agent_response' => NULL,
164	];
165
166	if($response['threads'] == 0 && $response['status'] == 'active'){
167	$ticketData['status'] = 'closed';
168	} elseif ($response['status'] == 'closed') {
169	$ticketData['status'] = 'closed';
170	} else {
171	$ticketData['status'] = 'active';
172	}
173
174	if ($attachments = end($replies)['_embedded']['attachments']){
175	$ticketData['attachments'] = $this->download($attachments);
176	}
177
178	array_pop($replies);
179	$replies = array_reverse($replies);
180
181	foreach ($replies as $reply) {
182	$repliedBy = $reply['createdBy'] ?? [];
183	$isLineItem = $reply['type'] == 'lineitem';
184	$user = ($customer->email === ($repliedBy['email'] ?? null)) ? $customer : $this->fetchPerson($this->formatPersonData($repliedBy), 'agent');
185	$replyCreatedAt = $reply['createdAt'] ?? null;
186
187	$formattedReplies[] = [
188	'content' => $isLineItem ? wp_kses_post($reply['action']['text']) : wp_kses_post($reply['body']),
189	'conversation_type' => $isLineItem ? 'internal_info' : 'response',
190	'created_at' => $replyCreatedAt ? gmdate('Y-m-d H:i:s', strtotime($replyCreatedAt)) : null,
191	'updated_at' => $replyCreatedAt ? gmdate('Y-m-d H:i:s', strtotime($replyCreatedAt)) : null,
192	'is_customer_reply' => $isLineItem ? false : ($customer->email === $repliedBy['email']),
193	'user' => $user,
194	'attachments' => $this->download($reply['_embedded']['attachments']),
195	];
196	}
197	$ticketData['replies'] = $formattedReplies;
198	}
199
200	return $ticketData;
201	} catch (\Exception $e) {
202	throw new \Exception(esc_html($e->getMessage()));
203	}
204
205	}
206
207
208	private function fetchPerson($personData, $type='customer')
209	{
210	$person = Person::updateOrCreate(
211	[
212	'email' => $personData['email']
213	],
214	[
215	'first_name' => $personData['first_name'],
216	'last_name' => $personData['last_name'],
217	'email' => $personData['email'],
218	'type' => $type
219	]
220	);
221
222	return $person;
223	}
224
225	private function formatPersonData($personData)
226	{
227	return[
228	'first_name' => $personData['first'],
229	'last_name' => $personData['last'],
230	'email' => isset($personData['email']) ? $personData['email'] : null,
231	];
232	}
233
234	// This method will download attachments from Help Scout
235	// It will create a new folder for each ticket and store attachments in it with their original name
236	// Example folder name: helpscout-ticket-{helpscout_ticket_id}
237	private function download($attachments)
238	{
239	$formattedAttachments = [];
240
241	if (empty($attachments) \|\| !is_array($attachments) \|\| count($attachments) < 1) {
242	return $formattedAttachments;
243	}
244
245	$wpUploadDir = wp_upload_dir();
246	$baseDir = $wpUploadDir['basedir'] . '/fluent-support/helpscout-ticket-'. $this->originId . '/';
247
248	foreach ($attachments as $attachment){
249	$remoteUrl = $attachment['_links']['web']['href'];
250	$fileName = basename($remoteUrl);
251
252	$filePath = Common::downloadFile($remoteUrl, $baseDir, $fileName);
253
254	if (is_wp_error($filePath) \|\| !$filePath) {
255	continue;
256	}
257
258	$fileInfo = wp_check_filetype($filePath);
259	$fileUrl = $wpUploadDir['baseurl'] . '/fluent-support/helpscout-ticket-'. $this->originId . '/' . basename($filePath);
260
261	$formattedAttachments[] = [
262	'full_url' => $fileUrl,
263	'title' => $fileName,
264	'file_path' => $filePath,
265	'driver' => 'local',
266	'status' => 'active',
267	'file_type' => (!empty($fileInfo['type'])) ? $fileInfo['type'] : ''
268	];
269	}
270	return $formattedAttachments;
271	}
272
273	public function setAccessToken($accessToken)
274	{
275	$this->accessToken = $accessToken;
276	}
277
278	public function setMailboxId($mailbox_id)
279	{
280	$this->mailbox_id = $mailbox_id;
281	}
282
283	public function deleteTickets($page)
284	{
285	return;
286	}
287	}
288