← All changes | app/Services/EmailNotification/Settings.php +390 -44 1.10.1 → 2.4.5 View file →

		@@ -3,12 +3,13 @@
3	3	namespace FluentSupport\App\Services\EmailNotification;
4	4	use FluentSupportPro\Database\Migrations\TimeTrackMigrator;
5	5
6	6	use FluentSupport\App\Services\Helper;
	7	+use FluentSupport\App\Services\Notifications\NotificationSettings;
	8	+use FluentSupport\Framework\Support\Arr;
7	9
8	10	class Settings
9	11	{
10		-
11	12	public function getEmailSettingsKeys()
12	13	{
13	14	$key = apply_filters('fluent_support/email_setting_keys', [
14	15	'ticket_created_email_to_customer',
		@@ -16,9 +17,10 @@
16	17	'ticket_closed_by_agent_email_to_customer',
17	18	'ticket_created_email_to_admin',
18	19	'ticket_replied_by_customer_email_to_admin',
19	20	'ticket_agent_on_change',
20		- 'ticket_created_by_agent_email_to_customer'
	21	+ 'ticket_created_by_agent_email_to_customer',
	22	+ 'ticket_created_by_agent_on_behalf_email_to_customer'
21	23	]);
22	24	return $key;
23	25	}
24	26
		@@ -30,8 +32,17 @@
30	32	'fields' => $this->getGlobalBusinessSettingsFields()
31	33	];
32	34	}
33	35
	36	+ if ($settingsKey == NotificationSettings::OPTION_KEY) {
	37	+ $notificationSettings = new NotificationSettings();
	38	+
	39	+ return [
	40	+ 'settings' => $notificationSettings->get(false),
	41	+ 'fields' => $notificationSettings->getFields()
	42	+ ];
	43	+ }
	44	+
34	45	return [
35	46	'settings' => [],
36	47	'fields' => []
37	48	];
		@@ -44,12 +55,39 @@
44	55	* @return mixed
45	56	*/
46	57	public function save($settingsKey, $settings)
47	58	{
	59	+ if ($settingsKey == 'global_business_settings' && is_array($settings) && array_key_exists('internal_notifications_enabled', $settings)) {
	60	+ $notificationSettings = new NotificationSettings();
	61	+ $savedNotificationSettings = $notificationSettings->get(false);
	62	+ $savedNotificationSettings['enabled'] = $settings['internal_notifications_enabled'];
	63	+ $notificationSettings->save($savedNotificationSettings);
	64	+ }
	65	+
48	66	if ($settingsKey == 'global_business_settings' && empty($settings['accepted_file_types'])) {
49	67	$settings['accepted_file_types'] = [];
50	68	}
51	69
	70	+ if ($settingsKey == 'global_business_settings') {
	71	+ $settings['ticket_link_portal_migrated'] = 'yes';
	72	+ if (isset($settings['min_serial_number'])) {
	73	+ $settings['min_serial_number'] = max(1, (int) $settings['min_serial_number']);
	74	+ }
	75	+ // The frontend only ever offers 3/7/15 — reject anything else
	76	+ // (a tampered request, or a stale/unexpected value) back to the
	77	+ // 15-day default rather than trusting the submitted value as-is.
	78	+ if (isset($settings['report_snapshot_retention']) && !in_array($settings['report_snapshot_retention'], ['3', '7', '15'], true)) {
	79	+ $settings['report_snapshot_retention'] = '15';
	80	+ }
	81	+ // These keys become user meta on signup, so keep only the offered fields.
	82	+ if (isset($settings['custom_registration_form_field'])) {
	83	+ $settings['custom_registration_form_field'] = array_values(array_intersect(
	84	+ (array) $settings['custom_registration_form_field'],
	85	+ array_keys(Helper::getCustomRegistrationFieldOptions())
	86	+ ));
	87	+ }
	88	+ }
	89	+
52	90	if ($settingsKey == 'global_business_settings' && !empty($settings['agent_time_tracking'])) {
53	91	if (class_exists(TimeTrackMigrator::class) && $settings['agent_time_tracking'] === 'yes') {
54	92	TimeTrackMigrator::migrate();
55	93	}
		@@ -54,9 +92,15 @@
54	92	TimeTrackMigrator::migrate();
55	93	}
56	94	}
57	95
58		- return Helper::updateOption($settingsKey, $settings);
	96	+ if ($settingsKey == NotificationSettings::OPTION_KEY) {
	97	+ return (new NotificationSettings())->save($settings);
	98	+ }
	99	+
	100	+ $result = Helper::updateOption($settingsKey, $settings);
	101	+
	102	+ return $result;
59	103	}
60	104
61	105	/**
62	106	* globalBusinessSettings method will fetch global settings from database, parse and return
		@@ -72,8 +116,11 @@
72	116	}
73	117
74	118	$defaults = [
75	119	'portal_page_id' => '',
	120	+ 'ticket_link_portal' => 'default',
	121	+ 'ticket_link_portal_migrated' => 'no',
	122	+ // translators: %1$s is opening paragraph tag, %2$s is closing paragraph tag
76	123	'login_message' => sprintf(__('%1$sPlease login or create an account to access the Customer Support Portal%2$s [fluent_support_auth]', 'fluent-support'), '<p>', '</p>'),
77	124	'disable_public_ticket' => 'no',
78	125	'accepted_file_types' => ['images', 'csv', 'documents', 'zip', 'json'],
79	126	'max_file_size' => 2,
		@@ -79,11 +126,17 @@
79	126	'max_file_size' => 2,
80	127	'max_file_upload' => 3,
81	128	'del_files_on_close' => 'no',
82	129	'enable_admin_bar_summary' => 'no',
	130	+ 'internal_notifications_enabled' => 'no',
83	131	'enable_draft_mode' => 'no',
84	132	'agent_feedback_rating' => 'no',
85		- 'keyboard_shortcuts' => 'no'
	133	+ 'keyboard_shortcuts' => 'yes',
	134	+ 'enable_min_serial_number' => 'no',
	135	+ 'ticket_prefix' => '',
	136	+ 'min_serial_number' => 1,
	137	+ 'enable_fluent_booking_integration' => 'no',
	138	+ 'report_snapshot_retention' => '15',
86	139	];
87	140
88	141	//Get default/existing settings from database using the key global_business_settings
89	142	$existingSettings = Helper::getOption('global_business_settings', []);
		@@ -93,13 +146,44 @@
93	146	return $settings;
94	147	}
95	148
96	149	$settings = wp_parse_args($existingSettings, $defaults);
	150	+ $settings['ticket_link_portal'] = $settings['ticket_link_portal'] ?: 'default';
97	151
	152	+ if (Arr::get($settings, 'ticket_link_portal_migrated') !== 'yes') {
	153	+ $settings['ticket_link_portal'] = $this->resolveLegacyTicketLinkPortal($settings);
	154	+ $settings['ticket_link_portal_migrated'] = 'yes';
	155	+ Helper::updateOption('global_business_settings', $settings);
	156	+ }
	157	+
98	158	return $settings;
99	159	}
100	160
	161	+ private function resolveLegacyTicketLinkPortal($settings)
	162	+ {
	163	+ $selectedPortal = Arr::get($settings, 'ticket_link_portal', 'default');
101	164
	165	+ if ($selectedPortal && $selectedPortal !== 'default') {
	166	+ return $selectedPortal;
	167	+ }
	168	+
	169	+ $ticketFormSettings = Helper::getOption('_ticket_form_settings', []);
	170	+
	171	+ if (Arr::get($settings, 'enable_fc_menu') === 'yes') {
	172	+ return 'fluent_cart';
	173	+ }
	174	+
	175	+ // The legacy pro plugin defaulted enable_woo_menu to 'yes', so treat an
	176	+ // absent value the same as 'yes' — only skip migration if explicitly 'no'.
	177	+ // WC portal was always Pro-only, so require Pro to be active as well.
	178	+ if (defined('FLUENTSUPPORTPRO_PLUGIN_VERSION') && defined('WC_PLUGIN_FILE') && Arr::get($ticketFormSettings, 'enable_woo_menu', 'yes') !== 'no') {
	179	+ return 'woocommerce';
	180	+ }
	181	+
	182	+ return 'default';
	183	+ }
	184	+
	185	+
102	186	/**
103	187	* getGlobalBusinessSettingsFields method will prepare the list of field, and it's property that will be used in global settings form
104	188	* @return array
105	189	*/
		@@ -104,8 +188,9 @@
104	188	* @return array
105	189	*/
106	190	private function getGlobalBusinessSettingsFields()
107	191	{
	192	+ $nextSerialNumber = \FluentSupport\App\Models\Ticket::getNextSerialNumber();
108	193
109	194	$mimeGroups = Helper::getMimeGroups();
110	195
111	196	$formattedMimeGroups = [];
		@@ -113,33 +198,56 @@
113	198	foreach ($mimeGroups as $mimeGroup => $mime) {
114	199	$formattedMimeGroups[$mimeGroup] = $mime['title'];
115	200	}
116	201
117		- $customRegistrationFormOptions = array(
118		- 'address_line_1' => 'Address Line 1',
119		- 'address_line_2' => 'Address Line 2',
120		- 'city' => 'City',
121		- 'zip' => 'Zip Code',
122		- 'state' => 'State',
123		- 'country' => 'Country',
124		- );
	202	+ $customRegistrationFormOptions = Helper::getCustomRegistrationFieldOptions();
125	203
126	204	$fields = [
	205	+ 'ticket_link_portal_description' => [
	206	+ 'type' => 'html-viewer',
	207	+ 'label' => __('Customer Portal', 'fluent-support'),
	208	+ 'wrapper_class' => 'fs_portal_destination_description',
	209	+ ],
	210	+ 'ticket_link_portal' => [
	211	+ 'type' => 'input-radio',
	212	+ 'wrapper_class' => 'fs_portal_destination_options',
	213	+ 'options' => $this->getTicketLinkPortalOptions(),
	214	+ ],
	215	+ 'fluent_community_portal_link' => [
	216	+ 'type' => 'html-viewer',
	217	+ 'wrapper_class' => 'fs_fluent_community_portal_link',
	218	+ 'html' => $this->getFluentCommunityPortalLinkHtml(),
	219	+ 'dependency' => [
	220	+ 'depends_on' => 'ticket_link_portal',
	221	+ 'operator' => '=',
	222	+ 'value' => 'fluent_community'
	223	+ ],
	224	+ ],
127	225	'portal_page_id' => [
128	226	'type' => 'input-options',
129		- 'label' => __('Portal Page', 'fluent-support'),
	227	+ 'label' => __('Select a Page', 'fluent-support'),
	228	+ 'wrapper_class' => 'fs_portal_page_selector',
130	229	'show_id' => true,
131	230	'placeholder' => __('Select Portal Page', 'fluent-support'),
132	231	'options' => Helper::getWPPages(),//Get list of published pages
133		- 'inline_help' => __('Please provide the page id where you want to show the tickets for your customers. Use shortcode <code>[fluent_support_portal]</code> in that page', 'fluent-support')
	232	+ 'inline_help' => __('Please provide the page id where you want to show the tickets for your customers. Use shortcode <code>[fluent_support_portal]</code> in that page', 'fluent-support'),
	233	+ 'admin_url' => admin_url(),
	234	+ 'home_url' => home_url('/'),
	235	+ 'dependency' => [
	236	+ 'depends_on' => 'ticket_link_portal',
	237	+ 'operator' => '=',
	238	+ 'value' => 'default'
	239	+ ],
134	240	],
135	241	'login_message' => [
136	242	'type' => 'wp-editor',
137	243	'label' => __('Message for non logged in users', 'fluent-support'),
138		- 'inline_help' => __('Please provide message for not logged in users. You can place login shortcode too. Use shortcode <code>[fluent_support_login]</code> to show built-in login form. For the user registration use this shortcode <code>[fluent_support_signup]</code> and for both form please use <code>[fluent_support_auth]</code>', 'fluent-support')
	244	+ 'inline_help' => __('Please provide message for not logged in users. You can place login shortcode too. Use shortcode <code>[fluent_support_login]</code> to show built-in login form. For the user registration use this shortcode <code>[fluent_support_signup]</code> and for both form please use <code>[fluent_support_auth]</code>. Registration forms only show when "Anyone can register" is enabled in Settings > General.', 'fluent-support')
139	245	],
140	246	'disable_public_ticket' => [
	247	+ 'wrapper_class' => '',
141	248	'type' => 'inline-checkbox',
	249	+ 'label' => __('Public Ticket Interaction', 'fluent-support'),
142	250	'true_label' => 'yes',
143	251	'false-label' => 'no',
144	252	'checkbox_label' => __('Disable Public Ticket interaction', 'fluent-support'),
145	253	'inline_help' => __('If you enable this then only logged in user can reply the tickets. Otherwise, url will be signed and intended user can reply without logging in', 'fluent-support')
		@@ -144,26 +252,27 @@
144	252	'checkbox_label' => __('Disable Public Ticket interaction', 'fluent-support'),
145	253	'inline_help' => __('If you enable this then only logged in user can reply the tickets. Otherwise, url will be signed and intended user can reply without logging in', 'fluent-support')
146	254	],
147	255	'accepted_file_types' => [
148		- 'wrapper_class' => 'fs_half_field',
	256	+ 'wrapper_class' => '',
149	257	'type' => 'checkbox-group',
150	258	'label' => __('Accepted File Types', 'fluent-support'),
151	259	'options' => $formattedMimeGroups
152	260	],
153	261	'max_file_size' => [
154		- 'wrapper_class' => 'fs_half_field',
	262	+ 'wrapper_class' => 'fs_settings_half_field',
155	263	'type' => 'input-text',
156	264	'data_type' => 'number',
157	265	'label' => __('Max File Size (in MegaByte)', 'fluent-support'),
158	266	],
159	267	'max_file_upload' => [
160		- 'wrapper_class' => 'fs_half_field',
	268	+ 'wrapper_class' => 'fs_settings_half_field',
161	269	'type' => 'input-text',
162	270	'data_type' => 'number',
163	271	'label' => __('Maximum File Upload', 'fluent-support'),
164	272	],
165	273	'del_files_on_close' => [
	274	+ 'wrapper_class' => '',
166	275	'type' => 'inline-checkbox',
167	276	'true_label' => 'yes',
168	277	'false-label' => 'no',
169	278	'checkbox_label' => __('Delete all attachments on ticket close', 'fluent-support'),
		@@ -169,8 +278,9 @@
169	278	'checkbox_label' => __('Delete all attachments on ticket close', 'fluent-support'),
170	279	'inline_help' => __('If you enable this feature, all attachments associated with a ticket will be deleted when the ticket is closed.', 'fluent-support')
171	280	],
172	281	'enable_admin_bar_summary' => [
	282	+ 'wrapper_class' => '',
173	283	'type' => 'inline-checkbox',
174	284	'true_label' => 'yes',
175	285	'false-label' => 'no',
176	286	'checkbox_label' => __('Enable Fluent Summary In Admin Bar', 'fluent-support'),
		@@ -175,9 +285,22 @@
175	285	'false-label' => 'no',
176	286	'checkbox_label' => __('Enable Fluent Summary In Admin Bar', 'fluent-support'),
177	287	'inline_help' => __('If you enable this, logged in user can see the ticket summary from top nav bar.', 'fluent-support')
178	288	],
	289	+ 'internal_notifications_enabled' => [
	290	+ 'wrapper_class' => '',
	291	+ 'type' => 'inline-checkbox',
	292	+ 'true_label' => 'yes',
	293	+ 'false-label' => 'no',
	294	+ 'checkbox_label' => __('Enable Internal Notifications', 'fluent-support'),
	295	+ 'inline_help' => sprintf(
	296	+ '<ul><li>%1$s</li><li>%2$s</li></ul>',
	297	+ __('Enable the in-app notification bell, unread counts, and notification event storage for agents.', 'fluent-support'),
	298	+ __('Notification data older than 15 days will be removed automatically.', 'fluent-support')
	299	+ )
	300	+ ],
179	301	'enable_draft_mode' => [
	302	+ 'wrapper_class' => '',
180	303	'type' => 'inline-checkbox',
181	304	'true_label' => 'yes',
182	305	'false-label' => 'no',
183	306	'checkbox_label' => __('Enable Draft Mode', 'fluent-support'),
		@@ -183,14 +306,15 @@
183	306	'checkbox_label' => __('Enable Draft Mode', 'fluent-support'),
184	307	'inline_help' => __('If you enable this setting, any written response will be saved as a draft if an agent accidentally closes a ticket.', 'fluent-support')
185	308	],
186	309	'custom_registration_form_field' => [
187		- 'wrapper_class' => 'inline-checkbox',
	310	+ 'wrapper_class' => '',
188	311	'type' => 'checkbox-group',
189	312	'label' => __('Custom Registration Form Field', 'fluent-support'),
190	313	'options' => $customRegistrationFormOptions
191	314	],
192	315	'enable_two_fa' => [
	316	+ 'wrapper_class' => '',
193	317	'type' => 'inline-checkbox',
194	318	'true_label' => 'yes',
195	319	'false-label' => 'no',
196	320	'checkbox_label' => __('Enable Two-Factor Authentication', 'fluent-support'),
		@@ -196,18 +320,79 @@
196	320	'checkbox_label' => __('Enable Two-Factor Authentication', 'fluent-support'),
197	321	'inline_help' => __('If you enable this setting, users will be required to submit a second form of authentication, such as a code sent to their email, to login.', 'fluent-support')
198	322	],
199	323	'keyboard_shortcuts' => [
	324	+ 'wrapper_class' => '',
200	325	'type' => 'inline-checkbox',
201	326	'true_label' => 'yes',
202	327	'false-label' => 'no',
203	328	'checkbox_label' => __('Enable Keyboard Shortcuts', 'fluent-support'),
204		- 'inline_help' => __("If you enable this, agents can use keyboard shortcuts for faster actions.", 'fluent-support')
	329	+ 'inline_help' => __("If you enable this, agents can use keyboard shortcuts for faster actions.", 'fluent-support'),
	330	+ 'shortcut_modal' => $this->getKeyboardShortcutModalData()
	331	+ ],
	332	+ 'enable_min_serial_number' => [
	333	+ 'wrapper_class' => '',
	334	+ 'type' => 'inline-checkbox',
	335	+ 'true_label' => 'yes',
	336	+ 'false-label' => 'no',
	337	+ 'checkbox_label' => __('Enable Minimum Ticket Number', 'fluent-support'),
	338	+ 'inline_help' => __('Enable this to start public ticket numbers from a custom minimum number.', 'fluent-support')
	339	+ ],
	340	+ 'min_serial_number' => [
	341	+ 'wrapper_class' => 'fs_settings_half_field',
	342	+ 'type' => 'input-text',
	343	+ 'data_type' => 'number',
	344	+ 'label' => __('Minimum Ticket Number', 'fluent-support'),
	345	+ 'help' => __('Once a ticket is created, you cannot lower this value below the current highest ticket number. Set this carefully — raising it is easy, but lowering it below an existing ticket number is not allowed.', 'fluent-support'),
	346	+ 'inline_help' => sprintf(
	347	+ __('Next Ticket Number: %d', 'fluent-support'),
	348	+ $nextSerialNumber
	349	+ ),
	350	+ 'next_serial_number' => $nextSerialNumber,
	351	+ 'dependency' => [
	352	+ 'depends_on' => 'enable_min_serial_number',
	353	+ 'operator' => '=',
	354	+ 'value' => 'yes'
	355	+ ]
	356	+ ],
	357	+ 'ticket_prefix' => [
	358	+ 'wrapper_class' => 'fs_settings_half_field',
	359	+ 'type' => 'input-text',
	360	+ 'data_type' => 'text',
	361	+ 'label' => __('Ticket Prefix', 'fluent-support'),
	362	+ 'inline_help' => __('Optional prefix for newly created public ticket numbers.', 'fluent-support'),
	363	+ 'dependency' => [
	364	+ 'depends_on' => 'enable_min_serial_number',
	365	+ 'operator' => '=',
	366	+ 'value' => 'yes'
	367	+ ]
	368	+ ],
	369	+ 'report_snapshot_retention' => [
	370	+ 'wrapper_class' => '',
	371	+ 'type' => 'input-radio',
	372	+ 'label' => __('Snapshot Retention', 'fluent-support'),
	373	+ 'options' => [
	374	+ ['id' => '3', 'label' => __('3 days', 'fluent-support')],
	375	+ ['id' => '7', 'label' => __('7 days', 'fluent-support')],
	376	+ ['id' => '15', 'label' => __('15 days', 'fluent-support')],
	377	+ ],
	378	+ 'inline_help' => __('Advanced Reports saves a snapshot of each report every 6 hours. Snapshots older than this many days are automatically deleted.', 'fluent-support'),
205	379	]
206	380	];
	381	+ if (defined('FLUENT_BOOKING_VERSION')) {
	382	+ $fields['enable_fluent_booking_integration'] = [
	383	+ 'wrapper_class' => '',
	384	+ 'type' => 'inline-checkbox',
	385	+ 'true_label' => 'yes',
	386	+ 'false-label' => 'no',
	387	+ 'checkbox_label' => __('Enable Fluent Booking Integration', 'fluent-support'),
	388	+ 'inline_help' => __('If you enable this, agents can create booking links and view meeting details inside tickets.', 'fluent-support')
	389	+ ];
	390	+ }
207	391
208	392	if (defined('FLUENTSUPPORTPRO_PLUGIN_VERSION')) {
209	393	$fields['agent_feedback_rating'] = [
	394	+ 'wrapper_class' => '',
210	395	'type' => 'inline-checkbox',
211	396	'true_label' => 'yes',
212	397	'false-label' => 'no',
213	398	'checkbox_label' => __('Agent Feedback Rating', 'fluent-support'),
		@@ -214,8 +399,9 @@
214	399	'inline_help' => __("If you enable this setting, users will have the option to provide feedback on an agent's response.", 'fluent-support')
215	400	];
216	401
217	402	$fields['agent_time_tracking'] = [
	403	+ 'wrapper_class' => '',
218	404	'type' => 'inline-checkbox',
219	405	'true_label' => 'yes',
220	406	'false-label' => 'no',
221	407	'checkbox_label' => __('Agent Time Tracking', 'fluent-support'),
		@@ -221,22 +407,166 @@
221	407	'checkbox_label' => __('Agent Time Tracking', 'fluent-support'),
222	408	'inline_help' => __("If you enable this setting, the agent can specify the amount of time needed to complete a ticket.", 'fluent-support')
223	409	];
224	410
225		- if (defined('FLUENTCART_VERSION')) {
226		- $fields['enable_fc_menu'] = [
227		- 'type' => 'inline-checkbox',
228		- 'checkbox_label' => 'Add support link to Fluent Cart account navigation',
229		- 'inline_help' => __("If you enable this setting, support link will be added to Fluent Cart account navigation.", 'fluent-support'),
230		- 'true_label' => 'yes',
231		- 'false_label' => 'no'
232		- ];
	411	+ }
	412	+
	413	+ if (Helper::getAuthProvider() === 'fluent_auth') {
	414	+ $fields = $this->replaceTwoFaWithFluentAuthNotice($fields);
	415	+ }
	416	+
	417	+ return $fields;
	418	+ }
	419	+
	420	+ /**
	421	+ * With FluentAuth handling portal sign-in, our 2FA toggle no longer applies, so a note
	422	+ * pointing to FluentAuth's 2FA settings takes its place. The stored value is kept.
	423	+ *
	424	+ * @param array $fields
	425	+ * @return array
	426	+ */
	427	+ private function replaceTwoFaWithFluentAuthNotice($fields)
	428	+ {
	429	+ $notice = [
	430	+ 'type' => 'html-viewer',
	431	+ 'label' => __('Two-Factor Authentication', 'fluent-support'),
	432	+ 'wrapper_class' => 'fs_warn_alert_wrapper',
	433	+ 'html' => sprintf(
	434	+ /* translators: %s: URL of the FluentAuth settings page */
	435	+ __('Portal sign-in is handled by the FluentAuth plugin, so two-factor authentication for your customers and agents is set up there. FluentAuth applies it to the roles you choose, so include your customers\' role. <a href="%s">Open FluentAuth settings</a>', 'fluent-support'),
	436	+ esc_url(admin_url('admin.php?page=fluent-auth#/settings'))
	437	+ ),
	438	+ ];
	439	+
	440	+ $replaced = [];
	441	+
	442	+ foreach ($fields as $key => $field) {
	443	+ if ($key === 'enable_two_fa') {
	444	+ $replaced['fluent_auth_two_fa_notice'] = $notice;
	445	+ continue;
233	446	}
	447	+
	448	+ $replaced[$key] = $field;
234	449	}
235	450
236		- return $fields;
	451	+ return $replaced;
237	452	}
238	453
	454	+ private function getTicketLinkPortalOptions()
	455	+ {
	456	+ $options = [
	457	+ [
	458	+ 'id' => 'default',
	459	+ 'label' => __('Default Portal Page', 'fluent-support'),
	460	+ ],
	461	+ ];
	462	+
	463	+ if (Helper::isPortalActive('fluent_cart')) {
	464	+ $options[] = [
	465	+ 'id' => 'fluent_cart',
	466	+ 'label' => __('FluentCart Account Navigation', 'fluent-support'),
	467	+ ];
	468	+ }
	469	+
	470	+ if (Helper::isPortalActive('woocommerce')) {
	471	+ $options[] = [
	472	+ 'id' => 'woocommerce',
	473	+ 'label' => __('WooCommerce Account Navigation', 'fluent-support'),
	474	+ ];
	475	+ }
	476	+
	477	+ if (Helper::isPortalActive('fluent_community')) {
	478	+ $options[] = [
	479	+ 'id' => 'fluent_community',
	480	+ 'label' => __('FluentCommunity Portal', 'fluent-support'),
	481	+ ];
	482	+ }
	483	+
	484	+ return apply_filters('fluent_support/ticket_link_portal_options', $options);
	485	+ }
	486	+
	487	+ private function getFluentCommunityPortalLinkHtml()
	488	+ {
	489	+ if (!defined('FLUENT_COMMUNITY_PLUGIN_VERSION') || !class_exists('\FluentCommunity\App\Services\Helper')) {
	490	+ return '';
	491	+ }
	492	+
	493	+ $portalLink = rtrim(\FluentCommunity\App\Services\Helper::baseUrl('support/'), '/\\') . '/';
	494	+
	495	+ return '<div class="fs_portal_link_content">'
	496	+ . '<span class="fs_portal_link_label">' . esc_html__('FluentCommunity Portal URL', 'fluent-support') . '</span>'
	497	+ . '<button type="button" class="fs_portal_link_token" data-portal-link="' . esc_attr($portalLink) . '">'
	498	+ . '<span class="fs_portal_link_text">' . esc_html($portalLink) . '</span>'
	499	+ . '<span class="fs_portal_link_action">' . esc_html__('Copy', 'fluent-support') . '</span>'
	500	+ . '</button>'
	501	+ . '<p class="fc_inline_help">' . esc_html__('Copy this URL and add it to your FluentCommunity menu.', 'fluent-support') . '</p>'
	502	+ . '</div>';
	503	+ }
	504	+
	505	+ /**
	506	+ * Returns translatable keyboard shortcut modal data for the settings form.
	507	+ *
	508	+ * @return array{title: string, mac_label: string, win_label: string, action_label: string, shortcut_label: string, mac_shortcuts: array, win_shortcuts: array}
	509	+ */
	510	+ public function getKeyboardShortcutModalData()
	511	+ {
	512	+ $actionLabel = __('Action', 'fluent-support');
	513	+ $shortcutLabel = __('Shortcut', 'fluent-support');
	514	+
	515	+ // Windows and Linux use Ctrl where macOS uses ⌘ (see resources/admin/Bits/shortcuts.js).
	516	+ $macShortcuts = [
	517	+ ['action' => __('Tickets: Advanced filter toggle', 'fluent-support'), 'shortcut' => '⌘ + ⌥ + f'],
	518	+ ['action' => __('Tickets: Refresh', 'fluent-support'), 'shortcut' => '⌘ + ⌥ + q'],
	519	+ ['action' => __('Tickets: Create Ticket', 'fluent-support'), 'shortcut' => '⌘ + ⌥ + n'],
	520	+ ['action' => __('Tickets: Reset filter', 'fluent-support'), 'shortcut' => '⌘ + ⌥ + r'],
	521	+ ['action' => __('Tickets: All Tickets', 'fluent-support'), 'shortcut' => '⌘ + ⇧ + a'],
	522	+ ['action' => __('Tickets: My Tickets', 'fluent-support'), 'shortcut' => '⌘ + ⇧ + m'],
	523	+ ['action' => __('Tickets: Unassigned', 'fluent-support'), 'shortcut' => '⌘ + ⇧ + u'],
	524	+ ['action' => __('Tickets: Waiting for reply', 'fluent-support'), 'shortcut' => '⌘ + ⌥ + w'],
	525	+ ['action' => __('Tickets: Bookmarks', 'fluent-support'), 'shortcut' => '⌘ + ⇧ + b'],
	526	+ ['action' => __('Tickets: Toggle (Open, active, close, all)', 'fluent-support'), 'shortcut' => '⌘ + ⇧ + → / ←'],
	527	+ ['action' => __('Ticket Reply: Reply', 'fluent-support'), 'shortcut' => '⌘ + ⌥ + r'],
	528	+ ['action' => __('Ticket Reply: Personal note', 'fluent-support'), 'shortcut' => '⌘ + ⌥ + n'],
	529	+ ['action' => __('Ticket Reply: Merge', 'fluent-support'), 'shortcut' => '⌘ + ⌥ + m'],
	530	+ ['action' => __('Ticket Reply: Bookmarks', 'fluent-support'), 'shortcut' => '⌘ + ⌥ + b'],
	531	+ ['action' => __('Ticket Reply: Refresh', 'fluent-support'), 'shortcut' => '⌘ + ⌥ + q'],
	532	+ ['action' => __('Ticket Reply: Next ticket', 'fluent-support'), 'shortcut' => '⌘ + ⌥ + ↓'],
	533	+ ['action' => __('Ticket Reply: Previous ticket', 'fluent-support'), 'shortcut' => '⌘ + ⌥ + ↑'],
	534	+ ['action' => __('Ticket Reply: Close ticket', 'fluent-support'), 'shortcut' => '⌘ + ⌥ + x'],
	535	+ ];
	536	+
	537	+ $winShortcuts = [
	538	+ ['action' => __('Tickets: Advanced filter toggle', 'fluent-support'), 'shortcut' => 'Ctrl + Alt + f'],
	539	+ ['action' => __('Tickets: Refresh', 'fluent-support'), 'shortcut' => 'Ctrl + Alt + q'],
	540	+ ['action' => __('Tickets: Create Ticket', 'fluent-support'), 'shortcut' => 'Ctrl + Alt + n'],
	541	+ ['action' => __('Tickets: Reset filter', 'fluent-support'), 'shortcut' => 'Ctrl + Alt + r'],
	542	+ ['action' => __('Tickets: All Tickets', 'fluent-support'), 'shortcut' => 'Ctrl + Shift + a'],
	543	+ ['action' => __('Tickets: My Tickets', 'fluent-support'), 'shortcut' => 'Ctrl + Shift + m'],
	544	+ ['action' => __('Tickets: Unassigned', 'fluent-support'), 'shortcut' => 'Ctrl + Shift + u'],
	545	+ ['action' => __('Tickets: Waiting for reply', 'fluent-support'), 'shortcut' => 'Ctrl + Alt + w'],
	546	+ ['action' => __('Tickets: Bookmarks', 'fluent-support'), 'shortcut' => 'Ctrl + Shift + b'],
	547	+ ['action' => __('Tickets: Toggle (Open, active, close, all)', 'fluent-support'), 'shortcut' => 'Ctrl + Shift + → / ←'],
	548	+ ['action' => __('Ticket Reply: Reply', 'fluent-support'), 'shortcut' => 'Ctrl + Alt + r'],
	549	+ ['action' => __('Ticket Reply: Personal note', 'fluent-support'), 'shortcut' => 'Ctrl + Alt + n'],
	550	+ ['action' => __('Ticket Reply: Merge', 'fluent-support'), 'shortcut' => 'Ctrl + Alt + m'],
	551	+ ['action' => __('Ticket Reply: Bookmarks', 'fluent-support'), 'shortcut' => 'Ctrl + Alt + b'],
	552	+ ['action' => __('Ticket Reply: Refresh', 'fluent-support'), 'shortcut' => 'Ctrl + Alt + q'],
	553	+ ['action' => __('Ticket Reply: Next ticket', 'fluent-support'), 'shortcut' => 'Ctrl + Alt + ↓'],
	554	+ ['action' => __('Ticket Reply: Previous ticket', 'fluent-support'), 'shortcut' => 'Ctrl + Alt + ↑'],
	555	+ ['action' => __('Ticket Reply: Close ticket', 'fluent-support'), 'shortcut' => 'Ctrl + Alt + x'],
	556	+ ];
	557	+
	558	+ return [
	559	+ 'title' => __('Keyboard Shortcuts', 'fluent-support'),
	560	+ 'mac_label' => __('macOS', 'fluent-support'),
	561	+ 'win_label' => __('Windows', 'fluent-support'),
	562	+ 'action_label' => $actionLabel,
	563	+ 'shortcut_label'=> $shortcutLabel,
	564	+ 'mac_shortcuts' => $macShortcuts,
	565	+ 'win_shortcuts' => $winShortcuts,
	566	+ ];
	567	+ }
	568	+
239	569	public function saveBoxEmailSettings($box, $emailKey, $settings)
240	570	{
241	571	return $box->saveMeta('_email_' . $emailKey, $settings);
242	572	}
		@@ -264,9 +594,9 @@
264	594	'ticket_created_email_to_customer' => [
265	595	'key' => 'ticket_created_email_to_customer',
266	596	'title' => __('Ticket Created (To Customer)', 'fluent-support'),
267	597	'description' => __('This email will be sent when a customer submit a support ticket', 'fluent-support'),
268		- 'email_subject' => 'Re: {{ticket.title}} #{{ticket.id}}',
	598	+ 'email_subject' => 'Re: {{ticket.title}} #{{ticket.public_id}}',
269	599	'default_status' => 'no',
270	600	'send_attachments'=> 'no'
271	601	],
272	602	'ticket_replied_by_agent_email_to_customer' => [
		@@ -272,9 +602,9 @@
272	602	'ticket_replied_by_agent_email_to_customer' => [
273	603	'key' => 'ticket_replied_by_agent_email_to_customer',
274	604	'title' => __('Replied by Agent (To Customer)', 'fluent-support'),
275	605	'description' => __('This email will be sent when an agent reply to a ticket', 'fluent-support'),
276		- 'email_subject' => 'Re: {{ticket.title}} #{{ticket.id}}',
	606	+ 'email_subject' => 'Re: {{ticket.title}} #{{ticket.public_id}}',
277	607	'default_status' => 'yes',
278	608	'send_attachments'=> 'no'
279	609	],
280	610	'ticket_closed_by_agent_email_to_customer' => [
		@@ -280,9 +610,9 @@
280	610	'ticket_closed_by_agent_email_to_customer' => [
281	611	'key' => 'ticket_closed_by_agent_email_to_customer',
282	612	'title' => __('Ticket Closed by Agent (To Customer)', 'fluent-support'),
283	613	'description' => __('This email will be sent when an agent close a ticket', 'fluent-support'),
284		- 'email_subject' => 'Re: {{ticket.title}} #{{ticket.id}}',
	614	+ 'email_subject' => 'Re: {{ticket.title}} #{{ticket.public_id}}',
285	615	'default_status' => 'no',
286	616	'send_attachments'=> 'no'
287	617	],
288	618	'ticket_created_email_to_admin' => [
		@@ -288,9 +618,9 @@
288	618	'ticket_created_email_to_admin' => [
289	619	'key' => 'ticket_created_email_to_admin',
290	620	'title' => __('Ticket Created (To Admin)', 'fluent-support'),
291	621	'description' => __('This email will be sent when the business when a new ticket has been submitted', 'fluent-support'),
292		- 'email_subject' => 'New Ticket: {{ticket.title}} #{{ticket.id}}',
	622	+ 'email_subject' => 'New Ticket: {{ticket.title}} #{{ticket.public_id}}',
293	623	'default_status' => 'yes',
294	624	'send_attachments'=> 'no'
295	625	],
296	626	'ticket_replied_by_customer_email_to_admin' => [
		@@ -296,9 +626,9 @@
296	626	'ticket_replied_by_customer_email_to_admin' => [
297	627	'key' => 'ticket_replied_by_customer_email_to_admin',
298	628	'title' => __('Replied by Customer (To Agent/Admin)', 'fluent-support'),
299	629	'description' => __('This email will be sent to Assigned Agent or Admin when a customer reply to a ticket', 'fluent-support'),
300		- 'email_subject' => 'New Response: {{ticket.title}} #{{ticket.id}}',
	630	+ 'email_subject' => 'New Response: {{ticket.title}} #{{ticket.public_id}}',
301	631	'default_status' => 'yes',
302	632	'send_attachments'=> 'no'
303	633	],
304	634	'ticket_agent_on_change' => [
		@@ -304,19 +634,28 @@
304	634	'ticket_agent_on_change' => [
305	635	'key' => 'ticket_agent_on_change',
306	636	'title' => __('Ticket Agent Change (To Agent)', 'fluent-support'),
307	637	'description' => __('This email will be sent to newly assigned agent', 'fluent-support'),
308		- 'email_subject' => 'Ticket Agent Change: {{ticket.title}} #{{ticket.id}}',
	638	+ 'email_subject' => 'Ticket Agent Change: {{ticket.title}} #{{ticket.public_id}}',
309	639	'default_status' => 'yes',
310	640	'send_attachments'=> 'no'
311	641	],
312	642	'ticket_created_by_agent_email_to_customer' => [
313	643	'key' => 'ticket_created_by_agent_email_to_customer',
314		- 'title' => __('Ticket Created by Agent (To Customer)', 'fluent-support'),
315		- 'description' => __('This email will be sent when an agent create a ticket for a customer', 'fluent-support'),
316		- 'email_subject' => 'Re: {{ticket.title}} #{{ticket.id}}',
	644	+ 'title' => __('Ticket Logged by Agent (To Customer)', 'fluent-support'),
	645	+ 'description' => __('This email will be sent when an agent logs a ticket on behalf of a customer (e.g. from a phone call or email received outside the system)', 'fluent-support'),
	646	+ 'email_subject' => 'Re: {{ticket.title}} #{{ticket.public_id}}',
317	647	'default_status' => 'no',
318	648	'send_attachments'=> 'no'
	649	+ ],
	650	+ 'ticket_created_by_agent_on_behalf_email_to_customer' => [
	651	+ 'key' => 'ticket_created_by_agent_on_behalf_email_to_customer',
	652	+ 'title' => __('Agent Outreach Ticket (To Customer)', 'fluent-support'),
	653	+ 'description' => __('This email will be sent when an agent creates a ticket using the "Agent Initiated" option to proactively reach out to a customer — includes the agent\'s message content', 'fluent-support'),
	654	+ // Outreach reads like an email the agent wrote: their subject, their message.
	655	+ 'email_subject' => '{{ticket.title}}',
	656	+ 'default_status' => 'yes',
	657	+ 'send_attachments'=> 'no'
319	658	]
320	659	];
321	660
322	661	if (!isset($settingsDefaults[$emailKey])) {
		@@ -382,32 +721,39 @@
382	721	private function getDefaultEmailBody($emailKey, $type = 'web')
383	722	{
384	723	if ($emailKey == 'ticket_created_email_to_customer') {
385	724	if ($type == 'web') {
386		- return '<p>Hi <strong><em>{{customer.full_name}}</em>,</strong></p><p>Your request (<a href="{{ticket.public_url}}">#{{ticket.id}}</a>) has been received, and is being reviewed by our support staff.</p><p>To add additional comments, follow the link below:</p><h4><a href="{{ticket.public_url}}">View Ticket</a></h4><p>&nbsp;</p><p>or follow this link: {{ticket.public_url}}</p><hr /><p>{{business.name}}</p>';
	725	+ return '<p>Hi <strong><em>{{customer.full_name}}</em>,</strong></p><p>Your request (<a href="{{ticket.public_url}}">#{{ticket.public_id}}</a>) has been received, and is being reviewed by our support staff.</p><p>To add additional comments, follow the link below:</p><h4><a href="{{ticket.public_url}}">View Ticket</a></h4><p>&nbsp;</p><p>or follow this link: {{ticket.public_url}}</p><hr /><p>{{business.name}}</p>';
387	726	} else {
388	727	return '<p>Hi <strong><em>{{customer.full_name}}</em>,</strong></p><p>Your request has been received, and is being reviewed by our support staff.</p><p>Our support staff will reply back to you soon</p>';
389	728	}
390	729	} else if ($emailKey == 'ticket_replied_by_agent_email_to_customer') {
391	730	if ($type == 'web') {
392		- return '<p>Hi <strong><em>{{customer.full_name}}</em>,</strong></p><p>An agent just replied to your ticket "<strong>{{ticket.title}}</strong>" (<a href="{{ticket.public_url}}">#{{ticket.id}}</a>). To view his reply or add additional comments, click the button below:</p><h4><a href="{{ticket.public_url}}">View Ticket</a></h4><p>or follow this link: {{ticket.public_url}}</p><hr /><p>Regards,<br />{{business.name}}</p>';
	731	+ return '<p>Hi <strong><em>{{customer.full_name}}</em>,</strong></p><p>An agent just replied to your ticket "<strong>{{ticket.title}}</strong>" (<a href="{{ticket.public_url}}">#{{ticket.public_id}}</a>). To view the reply or add additional comments, click the button below:</p><h4><a href="{{ticket.public_url}}">View Ticket</a></h4><p>or follow this link: {{ticket.public_url}}</p><hr /><p>Regards,<br />{{business.name}}</p>';
393	732	} else {
394		- return '{{response.full_content}}<p>Regards,<br />{{agent.full_name}}</p>';
	733	+ // {{agent.signature}} is empty when the agent has none.
	734	+ return '{{response.full_content}}{{agent.signature}}';
395	735	}
396	736	} else if ($emailKey == 'ticket_closed_by_agent_email_to_customer') {
397	737	if ($type == 'web') {
398		- return '<p>Hi <strong><em>{{customer.full_name}},</strong></p><p>Your ticket - {{ticket.title}}</p><p>We hope that the ticket was resolved to your satisfaction. If you feel that the ticket should not be closed or if the ticket has not been resolved, please reopen the ticket (<a href="{{ticket.public_url}}">#{{ticket.id}}</a>)</p><p>Regards,<br />{{business.name}}</p>';
	738	+ return '<p>Hi <strong><em>{{customer.full_name}},</strong></p><p>Your ticket - {{ticket.title}}</p><p>We hope that the ticket was resolved to your satisfaction. If you feel that the ticket should not be closed or if the ticket has not been resolved, please reopen the ticket (<a href="{{ticket.public_url}}">#{{ticket.public_id}}</a>)</p><p>Regards,<br />{{business.name}}</p>';
399	739	} else {
400	740	return '<p>Hi <strong><em>{{customer.full_name}},</strong></p><p>Your ticket - {{ticket.title}}</p><p>We hope that the ticket was resolved to your satisfaction. If you feel that the ticket should not be closed or if the ticket has not been resolved, please feel free to reply back.<p>Regards,<br />{{business.name}}</p>';
401	741	}
402	742	} else if ($emailKey == 'ticket_created_email_to_admin') {
403		- return '<p>A new ticket (<a href="{{ticket.admin_url}}">{{ticket.title}}</a>) as been submitted by {{customer.full_name}}</p><h4>Ticket Body</h4><p>{{ticket.content}}</p><p><b><a href="{{ticket.admin_url}}">View Ticket</a></b></p>';
	743	+ return '<p>A new ticket (<a href="{{ticket.admin_url}}">{{ticket.title}}</a>) has been submitted by {{customer.full_name}}</p><h4>Ticket Body</h4><p>{{ticket.content}}</p><p><b><a href="{{ticket.admin_url}}">View Ticket</a></b></p>';
404	744	} else if ($emailKey == 'ticket_replied_by_customer_email_to_admin') {
405	745	return '<p>A new response has been added to "<a href="{{ticket.admin_url}}">{{ticket.title}}</a>" by {{customer.full_name}}</p><h4>Response Body</h4><p>{{response.content}}</p><p><b><a href="{{ticket.admin_url}}">View Ticket</a></b></p>';
406	746	} else if($emailKey == 'ticket_agent_on_change') {
407		- return '<p>Hi <strong><em>{{agent.full_name}}</em>,</strong></p><p>Ticket "<a href="{{ticket.admin_url}}">#{{ticket.id}}</a>" assigned to you.</p>';
	747	+ return '<p>Hi <strong><em>{{agent.full_name}}</em>,</strong></p><p>Ticket "<a href="{{ticket.admin_url}}">#{{ticket.public_id}}</a>" assigned to you.</p>';
408	748	} else if($emailKey == 'ticket_created_by_agent_email_to_customer') {
409	749	return '<p>Hi <strong><em>{{customer.full_name}}</em>,</strong></p><p>{{agent.full_name}} created a ticket on behalf of you, you can check it <a href="{{ticket.public_url}}">here</a></p>.';
	750	+ } else if($emailKey == 'ticket_created_by_agent_on_behalf_email_to_customer') {
	751	+ if ($type == 'web') {
	752	+ // Web mailboxes take replies in the portal, not by email.
	753	+ return '{{response.full_content}}{{agent.signature}}<p><a href="{{ticket.public_url}}">Reply to this conversation</a></p>';
	754	+ }
	755	+ return '{{response.full_content}}{{agent.signature}}';
410	756	}
411	757
412	758	return '';
413	759	}