← All changes | app/Hooks/Handlers/EmailNotificationHandler.php +166 -21 1.10.0 → 2.4.5 View file →

		@@ -2,13 +2,16 @@
2	2
3	3	namespace FluentSupport\App\Hooks\Handlers;
4	4
5	5	use FluentSupport\App\App;
	6	+use FluentSupport\App\Models\Agent;
6	7	use FluentSupport\App\Models\Meta;
	8	+use FluentSupport\App\Models\Ticket;
7	9	use FluentSupport\App\Services\EmailNotification\Settings;
8	10	use FluentSupport\App\Services\Emogrifier;
9	11	use FluentSupport\App\Services\Helper;
10	12	use FluentSupport\App\Services\Mailer;
	13	+use FluentSupport\App\Services\Tickets\AgentTicketAccess;
11	14	use FluentSupport\Framework\Support\Arr;
12	15
13	16	class EmailNotificationHandler
14	17	{
		@@ -22,9 +25,11 @@
22	25
23	26	// Let's send welcome email to customer if enabled
24	27	$emailSettings = (new Settings())->getBoxEmailSettings($mailbox, 'ticket_created_email_to_customer');
25	28
26		- if ($emailSettings && $emailSettings['status'] == 'yes') {
	29	+ // Blocked customers get no email; the admin copy below still goes out.
	30	+ if ($customer && $customer->canReceiveNotifications()
	31	+ && $this->shouldSendEmail($emailSettings, 'ticket_created_email_to_customer', $ticket, $customer)) {
27	32	$subject = apply_filters('fluent_support/parse_smartcode_data', $emailSettings['email_subject'], [
28	33	'customer' => $customer,
29	34	'business' => $mailbox,
30	35	'ticket' => $ticket
		@@ -29,8 +34,10 @@
29	34	'business' => $mailbox,
30	35	'ticket' => $ticket
31	36	]);
32	37
	38	+ $subject = apply_filters('fluent_support/ticket_email_subject', $subject, $ticket, 'ticket_created_email_to_customer');
	39	+
33	40	$emailBody = $this->parseEmailBody($emailSettings['email_body'], [
34	41	'customer' => $customer,
35	42	'business' => $mailbox,
36	43	'ticket' => $ticket,
		@@ -36,13 +43,14 @@
36	43	'ticket' => $ticket,
37	44	'email_type' => 'ticket_created_email_to_customer'
38	45	]);
39	46
40		- $headers = $mailbox->getMailerHeader();
	47	+ $headers = self::automatedHeaders($mailbox->getMailerHeader());
41	48
42	49	$headers = apply_filters('fluent_support/mail_to_customer_header', $headers, [
43	50	'cc_email' => $ticket->getSettingsValue('cc_email', []),
44		- 'hook_type' => 'ticket_created_email_to_customer'
	51	+ 'hook_type' => 'ticket_created_email_to_customer',
	52	+ 'ticket' => $ticket
45	53	]);
46	54
47	55	$attachments = [];
48	56
		@@ -63,9 +71,11 @@
63	71	}
64	72
65	73	// let's send email to admin if enabled
66	74	$emailSettings = (new Settings())->getBoxEmailSettings($mailbox, 'ticket_created_email_to_admin');
67		- if ($emailSettings && $emailSettings['status'] == 'yes' && is_email($mailbox->settings['admin_email_address'])) {
	75	+ if ($this->shouldSendEmail($emailSettings, 'ticket_created_email_to_admin', $ticket, $customer)
	76	+ && is_email($mailbox->settings['admin_email_address'])
	77	+ ) {
68	78
69	79	$mailTo = Arr::get($mailbox->settings, 'admin_email_address');
70	80
71	81	if (!$mailTo || !is_email($mailTo)) {
		@@ -77,8 +87,10 @@
77	87	'business' => $mailbox,
78	88	'ticket' => $ticket
79	89	]);
80	90
	91	+ $subject = apply_filters('fluent_support/ticket_email_subject', $subject, $ticket, 'ticket_created_email_to_admin');
	92	+
81	93	$emailBody = $this->parseEmailBody($emailSettings['email_body'], [
82	94	'customer' => $customer,
83	95	'business' => $mailbox,
84	96	'ticket' => $ticket,
		@@ -84,9 +96,9 @@
84	96	'ticket' => $ticket,
85	97	'email_type' => 'ticket_created_email_to_admin'
86	98	]);
87	99
88		- $headers = $mailbox->getMailerHeader();
	100	+ $headers = self::automatedHeaders($mailbox->getMailerHeader());
89	101
90	102	$attachments = [];
91	103
92	104	if ($emailSettings['send_attachments'] == 'yes' && ($files = $ticket->attachments)) {
		@@ -125,12 +137,16 @@
125	137
126	138	$ticket->load('customer');
127	139	$customer = $ticket->customer;
128	140
129		- if ($customer->status == 'inactive') {
	141	+ if (!$customer->canReceiveNotifications()) {
130	142	return false;
131	143	}
132	144
	145	+ if (!$this->shouldSendEmail($emailSettings, 'ticket_replied_by_agent_email_to_customer', $ticket, $customer)) {
	146	+ return false;
	147	+ }
	148	+
133	149	$subject = apply_filters('fluent_support/parse_smartcode_data', $emailSettings['email_subject'], [
134	150	'customer' => $customer,
135	151	'business' => $mailbox,
136	152	'ticket' => $ticket,
		@@ -137,8 +153,10 @@
137	153	'response' => $response,
138	154	'agent' => $agent
139	155	]);
140	156
	157	+ $subject = apply_filters('fluent_support/ticket_email_subject', $subject, $ticket, 'ticket_replied_by_agent_email_to_customer');
	158	+
141	159	$emailBody = $this->parseEmailBody($emailSettings['email_body'], [
142	160	'customer' => $customer,
143	161	'business' => $mailbox,
144	162	'ticket' => $ticket,
		@@ -147,12 +165,14 @@
147	165	'email_type' => 'ticket_replied_by_agent_email_to_customer'
148	166	]);
149	167
150	168
151		- $headers = $mailbox->getMailerHeader();
	169	+ // Written by the agent, so the From name follows the inbox's From name setting.
	170	+ $headers = $mailbox->getMailerHeader($agent);
152	171	$headers = apply_filters('fluent_support/mail_to_customer_header', $headers, [
153	172	'cc_email' => $response->getSettingsValue('cc_email', []),
154		- 'hook_type' => 'ticket_replied_by_agent_email_to_customer'
	173	+ 'hook_type' => 'ticket_replied_by_agent_email_to_customer',
	174	+ 'ticket' => $ticket
155	175	]);
156	176	$attachments = [];
157	177
158	178	if ($emailSettings['send_attachments'] == 'yes' && ($files = $response->attachments)) {
		@@ -185,12 +205,15 @@
185	205
186	206	$ticket->load('customer');
187	207	$customer = $ticket->customer;
188	208
189		- if ($customer->status == 'inactive') {
	209	+ if (!$customer->canReceiveNotifications()) {
190	210	return false;
191	211	}
192	212
	213	+ if (!$this->shouldSendEmail($emailSettings, 'ticket_closed_by_agent_email_to_customer', $ticket, $customer)) {
	214	+ return false;
	215	+ }
193	216
194	217	$subject = apply_filters('fluent_support/parse_smartcode_data', $emailSettings['email_subject'], [
195	218	'customer' => $customer,
196	219	'business' => $mailbox,
		@@ -197,8 +220,10 @@
197	220	'ticket' => $ticket,
198	221	'agent' => $agent,
199	222	]);
200	223
	224	+ $subject = apply_filters('fluent_support/ticket_email_subject', $subject, $ticket, 'ticket_closed_by_agent_email_to_customer');
	225	+
201	226	$emailBody = $this->parseEmailBody($emailSettings['email_body'], [
202	227	'customer' => $customer,
203	228	'business' => $mailbox,
204	229	'ticket' => $ticket,
		@@ -205,12 +230,13 @@
205	230	'agent' => $agent,
206	231	'email_type' => 'ticket_closed_by_agent_email_to_customer'
207	232	]);
208	233
209		- $headers = $mailbox->getMailerHeader();
	234	+ $headers = self::automatedHeaders($mailbox->getMailerHeader());
210	235	$headers = apply_filters('fluent_support/mail_to_customer_header', $headers, [
211	236	'cc_email' => $ticket->getSettingsValue('cc_email', []),
212		- 'hook_type' => 'ticket_closed_by_agent_email_to_customer'
	237	+ 'hook_type' => 'ticket_closed_by_agent_email_to_customer',
	238	+ 'ticket' => $ticket
213	239	]);
214	240	Mailer::send($customer->email, $subject, $emailBody, $headers);
215	241	}
216	242	}
		@@ -223,9 +249,9 @@
223	249	}
224	250
225	251	// Let's send welcome email to customer if enabled
226	252	$emailSettings = (new Settings())->getBoxEmailSettings($mailbox, 'ticket_replied_by_customer_email_to_admin');
227		- if ($emailSettings && $emailSettings['status'] == 'yes') {
	253	+ if ($this->shouldSendEmail($emailSettings, 'ticket_replied_by_customer_email_to_admin', $ticket, $customer)) {
228	254
229	255	$ticket->load('agent');
230	256	$agent = $ticket->agent;
231	257
		@@ -245,8 +271,10 @@
245	271	'response' => $response,
246	272	'agent' => $agent
247	273	]);
248	274
	275	+ $subject = apply_filters('fluent_support/ticket_email_subject', $subject, $ticket, 'ticket_replied_by_customer_email_to_admin');
	276	+
249	277	$emailBody = $this->parseEmailBody($emailSettings['email_body'], [
250	278	'customer' => $customer,
251	279	'business' => $mailbox,
252	280	'ticket' => $ticket,
		@@ -254,9 +282,9 @@
254	282	'agent' => $agent,
255	283	'email_type' => 'ticket_replied_by_customer_email_to_admin'
256	284	]);
257	285
258		- $headers = $mailbox->getMailerHeader();
	286	+ $headers = self::automatedHeaders($mailbox->getMailerHeader());
259	287	$attachments = [];
260	288
261	289	if ($emailSettings['send_attachments'] == 'yes' && ($files = $response->attachments)) {
262	290	foreach ($files as $file) {
		@@ -274,10 +302,18 @@
274	302	Mailer::send($emailTo, $subject, $emailBody, $headers, $attachments);
275	303	}
276	304	}
277	305
278		- public function onAgentAssign($agent, $ticket, $assigner)
	306	+ public function onAgentAssign(Agent $agent, Ticket $ticket, ?Agent $assigner = null)
279	307	{
	308	+ if ($agent->status !== 'active' || (int) $ticket->agent_id !== (int) $agent->id) {
	309	+ return;
	310	+ }
	311	+
	312	+ if (!(new AgentTicketAccess())->canAccess($agent, $ticket)) {
	313	+ return;
	314	+ }
	315	+
280	316	$currentUser = Helper::getAgentByUserId();
281	317
282	318	if ($currentUser && $currentUser->user_id == $agent->user_id) {
283	319	return;
		@@ -291,9 +327,9 @@
291	327
292	328	// Let's send notification email to agent if enabled
293	329	$emailSettings = (new Settings())->getBoxEmailSettings($mailbox, 'ticket_agent_on_change');
294	330
295		- if ($emailSettings && $emailSettings['status'] == 'yes') {
	331	+ if ($this->shouldSendEmail($emailSettings, 'ticket_agent_on_change', $ticket, $agent)) {
296	332
297	333	if ($agent) {
298	334	$emailTo = $agent->email;
299	335	}
		@@ -308,8 +344,10 @@
308	344	'agent' => $agent,
309	345	'assigner' => $assigner
310	346	]);
311	347
	348	+ $subject = apply_filters('fluent_support/ticket_email_subject', $subject, $ticket, 'ticket_agent_on_change');
	349	+
312	350	$emailBody = $this->parseEmailBody($emailSettings['email_body'], [
313	351	'business' => $mailbox,
314	352	'ticket' => $ticket,
315	353	'agent' => $agent,
		@@ -316,9 +354,9 @@
316	354	'assigner' => $assigner,
317	355	'email_type' => 'ticket_agent_on_change'
318	356	]);
319	357
320		- $headers = $mailbox->getMailerHeader();
	358	+ $headers = self::automatedHeaders($mailbox->getMailerHeader());
321	359
322	360	Mailer::send($emailTo, $subject, $emailBody, $headers);
323	361	}
324	362	}
		@@ -326,15 +364,15 @@
326	364	public function ticketCreatedByAgent($ticket, $customer, $agent)
327	365	{
328	366	$mailbox = $ticket->mailbox;
329	367
330		- if (!$mailbox) {
	368	+ if (!$mailbox || !$customer || !$customer->canReceiveNotifications()) {
331	369	return;
332	370	}
333	371
334	372	// Let's send welcome email to customer if enabled
335	373	$emailSettings = (new Settings())->getBoxEmailSettings($mailbox, 'ticket_created_by_agent_email_to_customer');
336		- if ($emailSettings && $emailSettings['status'] == 'yes') {
	374	+ if ($this->shouldSendEmail($emailSettings, 'ticket_created_by_agent_email_to_customer', $ticket, $customer)) {
337	375	$subject = apply_filters('fluent_support/parse_smartcode_data', $emailSettings['email_subject'], [
338	376	'customer' => $customer,
339	377	'agent' => $agent,
340	378	'business' => $mailbox,
		@@ -340,8 +378,10 @@
340	378	'business' => $mailbox,
341	379	'ticket' => $ticket
342	380	]);
343	381
	382	+ $subject = apply_filters('fluent_support/ticket_email_subject', $subject, $ticket, 'ticket_created_by_agent_email_to_customer');
	383	+
344	384	$emailBody = $this->parseEmailBody($emailSettings['email_body'], [
345	385	'customer' => $customer,
346	386	'business' => $mailbox,
347	387	'agent' => $agent,
		@@ -348,9 +388,13 @@
348	388	'ticket' => $ticket,
349	389	'email_type' => 'ticket_created_by_agent_email_to_customer'
350	390	]);
351	391
352		- $headers = $mailbox->getMailerHeader();
	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	+ ]);
353	397
354	398	$attachments = [];
355	399
356	400	if ($emailSettings['send_attachments'] == 'yes' && ($files = $ticket->attachments)) {
		@@ -369,8 +413,78 @@
369	413	Mailer::send($customer->email, $subject, $emailBody, $headers, $attachments);
370	414	}
371	415	}
372	416
	417	+ public function ticketCreatedByAgentOnBehalf($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	+
373	487	private function emailTemplateCss()
374	488	{
375	489	$app = App::getInstance();
376	490	return $app->view->make('emails.styles');
		@@ -387,13 +501,14 @@
387	501	} else {
388	502	$businessName = get_bloginfo('name');
389	503	}
390	504
391		- $footerText = apply_filters('fluent_support/email_footer_credit', 'This email is a service from ' . $businessName . '. Support Plugin is Powered by <a href="https://fluentsupport.com/?utm_source=user&utm_medium=wp&utm_campaign=mail_footer" style="color:#9e9e9e;" target="_new">FluentSupport</a>.');
	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>.');
392	507
393	508	$data['email_footer'] = $footerText;
394	509
395		- $emailTypeForCustomerFooter = ['ticket_created_email_to_customer', 'ticket_replied_by_agent_email_to_customer', 'ticket_closed_by_agent_email_to_customer'];
	510	+ $emailTypeForCustomerFooter = ['ticket_created_email_to_customer', 'ticket_replied_by_agent_email_to_customer', 'ticket_closed_by_agent_email_to_customer', 'ticket_created_by_agent_on_behalf_email_to_customer'];
396	511
397	512	if (defined('FLUENTSUPPORTPRO') && in_array($data['email_type'], $emailTypeForCustomerFooter)
398	513	&& !is_null($data['business']->email_footer)) {
399	514	$data['email_footer'] = apply_filters('fluent_support/parse_smartcode_data', $data['business']->email_footer, $data);
		@@ -402,8 +517,38 @@
402	517	$emailBody = $app->view->make('emails.ticket_template', $data);
403	518	$emogrifier = new Emogrifier($emailBody, $this->emailTemplateCss());
404	519	$emogrifier->disableInvisibleNodeRemoval();
405	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 $headers;
406	551	}
407	552
408	553	public function getMailerHeaderWithCc($headers, $info)
409	554	{