← All changes | app/Services/EmailNotification/Settings.php +121 -55 2.3.1 → 2.4.5 View file →

		@@ -71,8 +71,21 @@
71	71	$settings['ticket_link_portal_migrated'] = 'yes';
72	72	if (isset($settings['min_serial_number'])) {
73	73	$settings['min_serial_number'] = max(1, (int) $settings['min_serial_number']);
74	74	}
	75	+ // The frontend only ever offers 3/7/15 — reject anything else
	76	+ // (a tampered request, or a stale/unexpected value) back to the
	77	+ // 15-day default rather than trusting the submitted value as-is.
	78	+ if (isset($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) $settings['custom_registration_form_field'],
	85	+ array_keys(Helper::getCustomRegistrationFieldOptions())
	86	+ ));
	87	+ }
75	88	}
76	89
77	90	if ($settingsKey == 'global_business_settings' && !empty($settings['agent_time_tracking'])) {
78	91	if (class_exists(TimeTrackMigrator::class) && $settings['agent_time_tracking'] === 'yes') {
		@@ -121,8 +134,9 @@
121	134	'enable_min_serial_number' => 'no',
122	135	'ticket_prefix' => '',
123	136	'min_serial_number' => 1,
124	137	'enable_fluent_booking_integration' => 'no',
	138	+ 'report_snapshot_retention' => '15',
125	139	];
126	140
127	141	//Get default/existing settings from database using the key global_business_settings
128	142	$existingSettings = Helper::getOption('global_business_settings', []);
		@@ -184,16 +198,9 @@
184	198	foreach ($mimeGroups as $mimeGroup => $mime) {
185	199	$formattedMimeGroups[$mimeGroup] = $mime['title'];
186	200	}
187	201
188		- $customRegistrationFormOptions = array(
189		- 'address_line_1' => 'Address Line 1',
190		- 'address_line_2' => 'Address Line 2',
191		- 'city' => 'City',
192		- 'zip' => 'Zip Code',
193		- 'state' => 'State',
194		- 'country' => 'Country',
195		- );
	202	+ $customRegistrationFormOptions = Helper::getCustomRegistrationFieldOptions();
196	203
197	204	$fields = [
198	205	'ticket_link_portal_description' => [
199	206	'type' => 'html-viewer',
		@@ -233,9 +240,9 @@
233	240	],
234	241	'login_message' => [
235	242	'type' => 'wp-editor',
236	243	'label' => __('Message for non logged in users', 'fluent-support'),
237		- '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')
238	245	],
239	246	'disable_public_ticket' => [
240	247	'wrapper_class' => '',
241	248	'type' => 'inline-checkbox',
		@@ -357,8 +364,19 @@
357	364	'depends_on' => 'enable_min_serial_number',
358	365	'operator' => '=',
359	366	'value' => 'yes'
360	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'),
361	379	]
362	380	];
363	381	if (defined('FLUENT_BOOKING_VERSION')) {
364	382	$fields['enable_fluent_booking_integration'] = [
		@@ -391,11 +409,49 @@
391	409	];
392	410
393	411	}
394	412
	413	+ if (Helper::getAuthProvider() === 'fluent_auth') {
	414	+ $fields = $this->replaceTwoFaWithFluentAuthNotice($fields);
	415	+ }
	416	+
395	417	return $fields;
396	418	}
397	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;
	446	+ }
	447	+
	448	+ $replaced[$key] = $field;
	449	+ }
	450	+
	451	+ return $replaced;
	452	+ }
	453	+
398	454	private function getTicketLinkPortalOptions()
399	455	{
400	456	$options = [
401	457	[
		@@ -455,41 +511,49 @@
455	511	{
456	512	$actionLabel = __('Action', 'fluent-support');
457	513	$shortcutLabel = __('Shortcut', 'fluent-support');
458	514
	515	+ // Windows and Linux use Ctrl where macOS uses ⌘ (see resources/admin/Bits/shortcuts.js).
459	516	$macShortcuts = [
460		- ['action' => __('Tickets – Advanced filter toggle', 'fluent-support'), 'shortcut' => '⌘ + ⌥ + f'],
461		- ['action' => __('Tickets – Refresh', 'fluent-support'), 'shortcut' => '⌘ + ⌥ + q'],
462		- ['action' => __('Tickets – Create Ticket', 'fluent-support'), 'shortcut' => '⌘ + ⌥ + n'],
463		- ['action' => __('Tickets – Reset filter', 'fluent-support'), 'shortcut' => '⌘ + ⌥ + r'],
464		- ['action' => __('Tickets – All Tickets', 'fluent-support'), 'shortcut' => '⌘ + ⇧ + a'],
465		- ['action' => __('Tickets – My Tickets', 'fluent-support'), 'shortcut' => '⌘ + ⇧ + m'],
466		- ['action' => __('Tickets – Unassigned', 'fluent-support'), 'shortcut' => '⌘ + ⇧ + u'],
467		- ['action' => __('Tickets – Waiting for reply', 'fluent-support'), 'shortcut' => '⌘ + ⌥ + w'],
468		- ['action' => __('Tickets – Bookmarks', 'fluent-support'), 'shortcut' => '⌘ + ⇧ + b'],
469		- ['action' => __('Tickets – Toggle (Open, active, close, all)', 'fluent-support'), 'shortcut' => '⌘ + ⇧ + → / ←'],
470		- ['action' => __('Ticket Reply – Reply', 'fluent-support'), 'shortcut' => '⌘ + ⌥ + r'],
471		- ['action' => __('Ticket Reply – Personal note', 'fluent-support'), 'shortcut' => '⌘ + ⌥ + n'],
472		- ['action' => __('Ticket Reply – Merge', 'fluent-support'), 'shortcut' => '⌘ + ⌥ + m'],
473		- ['action' => __('Ticket Reply – Bookmarks', 'fluent-support'), 'shortcut' => '⌘ + ⌥ + b'],
474		- ['action' => __('Ticket Reply – Refresh', 'fluent-support'), 'shortcut' => '⌘ + ⌥ + q'],
	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'],
475	535	];
476	536
477	537	$winShortcuts = [
478		- ['action' => __('Tickets – Advanced filter toggle', 'fluent-support'), 'shortcut' => 'Alt + Win + Shift + f'],
479		- ['action' => __('Tickets – Refresh', 'fluent-support'), 'shortcut' => 'Alt + Win + q'],
480		- ['action' => __('Tickets – Create Ticket', 'fluent-support'), 'shortcut' => 'Alt + Win + n'],
481		- ['action' => __('Tickets – Reset filter', 'fluent-support'), 'shortcut' => 'Alt + Win + Shift + r'],
482		- ['action' => __('Tickets – All Tickets', 'fluent-support'), 'shortcut' => 'Win + Shift + a'],
483		- ['action' => __('Tickets – My Tickets', 'fluent-support'), 'shortcut' => 'Alt + Win + Shift + m'],
484		- ['action' => __('Tickets – Unassigned', 'fluent-support'), 'shortcut' => 'Win + Shift + u'],
485		- ['action' => __('Tickets – Waiting for reply', 'fluent-support'), 'shortcut' => 'Alt + Win + Shift + w'],
486		- ['action' => __('Tickets – Bookmarks', 'fluent-support'), 'shortcut' => 'Win + Shift + b'],
487		- ['action' => __('Ticket Reply – Reply', 'fluent-support'), 'shortcut' => 'Alt + Win + Shift + r'],
488		- ['action' => __('Ticket Reply – Personal note', 'fluent-support'), 'shortcut' => 'Alt + Win + n'],
489		- ['action' => __('Ticket Reply – Merge', 'fluent-support'), 'shortcut' => 'Ctrl + Alt + Win + m'],
490		- ['action' => __('Ticket Reply – Bookmarks', 'fluent-support'), 'shortcut' => 'Ctrl + Alt + Win + b'],
491		- ['action' => __('Ticket Reply – Refresh', 'fluent-support'), 'shortcut' => 'Alt + Win + q'],
	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'],
492	556	];
493	557
494	558	return [
495	559	'title' => __('Keyboard Shortcuts', 'fluent-support'),
		@@ -530,9 +594,9 @@
530	594	'ticket_created_email_to_customer' => [
531	595	'key' => 'ticket_created_email_to_customer',
532	596	'title' => __('Ticket Created (To Customer)', 'fluent-support'),
533	597	'description' => __('This email will be sent when a customer submit a support ticket', 'fluent-support'),
534		- 'email_subject' => 'Re: {{ticket.title}} #{{ticket.id}}',
	598	+ 'email_subject' => 'Re: {{ticket.title}} #{{ticket.public_id}}',
535	599	'default_status' => 'no',
536	600	'send_attachments'=> 'no'
537	601	],
538	602	'ticket_replied_by_agent_email_to_customer' => [
		@@ -538,9 +602,9 @@
538	602	'ticket_replied_by_agent_email_to_customer' => [
539	603	'key' => 'ticket_replied_by_agent_email_to_customer',
540	604	'title' => __('Replied by Agent (To Customer)', 'fluent-support'),
541	605	'description' => __('This email will be sent when an agent reply to a ticket', 'fluent-support'),
542		- 'email_subject' => 'Re: {{ticket.title}} #{{ticket.id}}',
	606	+ 'email_subject' => 'Re: {{ticket.title}} #{{ticket.public_id}}',
543	607	'default_status' => 'yes',
544	608	'send_attachments'=> 'no'
545	609	],
546	610	'ticket_closed_by_agent_email_to_customer' => [
		@@ -546,9 +610,9 @@
546	610	'ticket_closed_by_agent_email_to_customer' => [
547	611	'key' => 'ticket_closed_by_agent_email_to_customer',
548	612	'title' => __('Ticket Closed by Agent (To Customer)', 'fluent-support'),
549	613	'description' => __('This email will be sent when an agent close a ticket', 'fluent-support'),
550		- 'email_subject' => 'Re: {{ticket.title}} #{{ticket.id}}',
	614	+ 'email_subject' => 'Re: {{ticket.title}} #{{ticket.public_id}}',
551	615	'default_status' => 'no',
552	616	'send_attachments'=> 'no'
553	617	],
554	618	'ticket_created_email_to_admin' => [
		@@ -554,9 +618,9 @@
554	618	'ticket_created_email_to_admin' => [
555	619	'key' => 'ticket_created_email_to_admin',
556	620	'title' => __('Ticket Created (To Admin)', 'fluent-support'),
557	621	'description' => __('This email will be sent when the business when a new ticket has been submitted', 'fluent-support'),
558		- 'email_subject' => 'New Ticket: {{ticket.title}} #{{ticket.id}}',
	622	+ 'email_subject' => 'New Ticket: {{ticket.title}} #{{ticket.public_id}}',
559	623	'default_status' => 'yes',
560	624	'send_attachments'=> 'no'
561	625	],
562	626	'ticket_replied_by_customer_email_to_admin' => [
		@@ -562,9 +626,9 @@
562	626	'ticket_replied_by_customer_email_to_admin' => [
563	627	'key' => 'ticket_replied_by_customer_email_to_admin',
564	628	'title' => __('Replied by Customer (To Agent/Admin)', 'fluent-support'),
565	629	'description' => __('This email will be sent to Assigned Agent or Admin when a customer reply to a ticket', 'fluent-support'),
566		- 'email_subject' => 'New Response: {{ticket.title}} #{{ticket.id}}',
	630	+ 'email_subject' => 'New Response: {{ticket.title}} #{{ticket.public_id}}',
567	631	'default_status' => 'yes',
568	632	'send_attachments'=> 'no'
569	633	],
570	634	'ticket_agent_on_change' => [
		@@ -570,9 +634,9 @@
570	634	'ticket_agent_on_change' => [
571	635	'key' => 'ticket_agent_on_change',
572	636	'title' => __('Ticket Agent Change (To Agent)', 'fluent-support'),
573	637	'description' => __('This email will be sent to newly assigned agent', 'fluent-support'),
574		- 'email_subject' => 'Ticket Agent Change: {{ticket.title}} #{{ticket.id}}',
	638	+ 'email_subject' => 'Ticket Agent Change: {{ticket.title}} #{{ticket.public_id}}',
575	639	'default_status' => 'yes',
576	640	'send_attachments'=> 'no'
577	641	],
578	642	'ticket_created_by_agent_email_to_customer' => [
		@@ -578,9 +642,9 @@
578	642	'ticket_created_by_agent_email_to_customer' => [
579	643	'key' => 'ticket_created_by_agent_email_to_customer',
580	644	'title' => __('Ticket Logged by Agent (To Customer)', 'fluent-support'),
581	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'),
582		- 'email_subject' => 'Re: {{ticket.title}} #{{ticket.id}}',
	646	+ 'email_subject' => 'Re: {{ticket.title}} #{{ticket.public_id}}',
583	647	'default_status' => 'no',
584	648	'send_attachments'=> 'no'
585	649	],
586	650	'ticket_created_by_agent_on_behalf_email_to_customer' => [
		@@ -586,9 +650,10 @@
586	650	'ticket_created_by_agent_on_behalf_email_to_customer' => [
587	651	'key' => 'ticket_created_by_agent_on_behalf_email_to_customer',
588	652	'title' => __('Agent Outreach Ticket (To Customer)', 'fluent-support'),
589	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'),
590		- 'email_subject' => 'Your ticket has been created (#{{ticket.id}})',
	654	+ // Outreach reads like an email the agent wrote: their subject, their message.
	655	+ 'email_subject' => '{{ticket.title}}',
591	656	'default_status' => 'yes',
592	657	'send_attachments'=> 'no'
593	658	]
594	659	];
		@@ -656,38 +721,39 @@
656	721	private function getDefaultEmailBody($emailKey, $type = 'web')
657	722	{
658	723	if ($emailKey == 'ticket_created_email_to_customer') {
659	724	if ($type == 'web') {
660		- return '<p>Hi <strong><em>{{customer.full_name}}</em>,</strong></p><p>Your request (<a href="{{ticket.public_url}}">#{{ticket.id}}</a>) has been received, and is being reviewed by our support staff.</p><p>To add additional comments, follow the link below:</p><h4><a href="{{ticket.public_url}}">View Ticket</a></h4><p>&nbsp;</p><p>or follow this link: {{ticket.public_url}}</p><hr /><p>{{business.name}}</p>';
	725	+ return '<p>Hi <strong><em>{{customer.full_name}}</em>,</strong></p><p>Your request (<a href="{{ticket.public_url}}">#{{ticket.public_id}}</a>) has been received, and is being reviewed by our support staff.</p><p>To add additional comments, follow the link below:</p><h4><a href="{{ticket.public_url}}">View Ticket</a></h4><p>&nbsp;</p><p>or follow this link: {{ticket.public_url}}</p><hr /><p>{{business.name}}</p>';
661	726	} else {
662	727	return '<p>Hi <strong><em>{{customer.full_name}}</em>,</strong></p><p>Your request has been received, and is being reviewed by our support staff.</p><p>Our support staff will reply back to you soon</p>';
663	728	}
664	729	} else if ($emailKey == 'ticket_replied_by_agent_email_to_customer') {
665	730	if ($type == 'web') {
666		- return '<p>Hi <strong><em>{{customer.full_name}}</em>,</strong></p><p>An agent just replied to your ticket "<strong>{{ticket.title}}</strong>" (<a href="{{ticket.public_url}}">#{{ticket.id}}</a>). To view his reply or add additional comments, click the button below:</p><h4><a href="{{ticket.public_url}}">View Ticket</a></h4><p>or follow this link: {{ticket.public_url}}</p><hr /><p>Regards,<br />{{business.name}}</p>';
	731	+ return '<p>Hi <strong><em>{{customer.full_name}}</em>,</strong></p><p>An agent just replied to your ticket "<strong>{{ticket.title}}</strong>" (<a href="{{ticket.public_url}}">#{{ticket.public_id}}</a>). To view the reply or add additional comments, click the button below:</p><h4><a href="{{ticket.public_url}}">View Ticket</a></h4><p>or follow this link: {{ticket.public_url}}</p><hr /><p>Regards,<br />{{business.name}}</p>';
667	732	} else {
668		- return '{{response.full_content}}<p>Regards,<br />{{agent.full_name}}</p>';
	733	+ // {{agent.signature}} is empty when the agent has none.
	734	+ return '{{response.full_content}}{{agent.signature}}';
669	735	}
670	736	} else if ($emailKey == 'ticket_closed_by_agent_email_to_customer') {
671	737	if ($type == 'web') {
672		- return '<p>Hi <strong><em>{{customer.full_name}},</strong></p><p>Your ticket - {{ticket.title}}</p><p>We hope that the ticket was resolved to your satisfaction. If you feel that the ticket should not be closed or if the ticket has not been resolved, please reopen the ticket (<a href="{{ticket.public_url}}">#{{ticket.id}}</a>)</p><p>Regards,<br />{{business.name}}</p>';
	738	+ return '<p>Hi <strong><em>{{customer.full_name}},</strong></p><p>Your ticket - {{ticket.title}}</p><p>We hope that the ticket was resolved to your satisfaction. If you feel that the ticket should not be closed or if the ticket has not been resolved, please reopen the ticket (<a href="{{ticket.public_url}}">#{{ticket.public_id}}</a>)</p><p>Regards,<br />{{business.name}}</p>';
673	739	} else {
674	740	return '<p>Hi <strong><em>{{customer.full_name}},</strong></p><p>Your ticket - {{ticket.title}}</p><p>We hope that the ticket was resolved to your satisfaction. If you feel that the ticket should not be closed or if the ticket has not been resolved, please feel free to reply back.<p>Regards,<br />{{business.name}}</p>';
675	741	}
676	742	} else if ($emailKey == 'ticket_created_email_to_admin') {
677		- 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>';
678	744	} else if ($emailKey == 'ticket_replied_by_customer_email_to_admin') {
679	745	return '<p>A new response has been added to "<a href="{{ticket.admin_url}}">{{ticket.title}}</a>" by {{customer.full_name}}</p><h4>Response Body</h4><p>{{response.content}}</p><p><b><a href="{{ticket.admin_url}}">View Ticket</a></b></p>';
680	746	} else if($emailKey == 'ticket_agent_on_change') {
681		- 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>';
682	748	} else if($emailKey == 'ticket_created_by_agent_email_to_customer') {
683	749	return '<p>Hi <strong><em>{{customer.full_name}}</em>,</strong></p><p>{{agent.full_name}} created a ticket on behalf of you, you can check it <a href="{{ticket.public_url}}">here</a></p>.';
684	750	} else if($emailKey == 'ticket_created_by_agent_on_behalf_email_to_customer') {
685	751	if ($type == 'web') {
686		- return '<p>Hi <strong><em>{{customer.full_name}}</em>,</strong></p><p>A support agent has created a new ticket on your behalf titled "{{ticket.title}}" (#{{ticket.id}}).</p><p>You can review the details, track progress, or add additional comments by clicking the button below:</p><h4><a href="{{ticket.public_url}}">View Ticket</a></h4><p>Or follow this link: {{ticket.public_url}}</p><p>Best regards,<br />{{agent.full_name}}</p>';
687		- } else {
688		- return '{{response.full_content}}<p>Regards,<br />{{agent.full_name}}</p>';
	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>';
689	754	}
	755	+ return '{{response.full_content}}{{agent.signature}}';
690	756	}
691	757
692	758	return '';
693	759	}