← All changes | app/Services/EmailNotification/Settings.php +103 -55 2.4.0 → 2.4.5 View file →

		@@ -77,8 +77,15 @@
77	77	// 15-day default rather than trusting the submitted value as-is.
78	78	if (isset($settings['report_snapshot_retention']) && !in_array($settings['report_snapshot_retention'], ['3', '7', '15'], true)) {
79	79	$settings['report_snapshot_retention'] = '15';
80	80	}
	81	+ // These keys become user meta on signup, so keep only the offered fields.
	82	+ if (isset($settings['custom_registration_form_field'])) {
	83	+ $settings['custom_registration_form_field'] = array_values(array_intersect(
	84	+ (array) $settings['custom_registration_form_field'],
	85	+ array_keys(Helper::getCustomRegistrationFieldOptions())
	86	+ ));
	87	+ }
81	88	}
82	89
83	90	if ($settingsKey == 'global_business_settings' && !empty($settings['agent_time_tracking'])) {
84	91	if (class_exists(TimeTrackMigrator::class) && $settings['agent_time_tracking'] === 'yes') {
		@@ -191,16 +198,9 @@
191	198	foreach ($mimeGroups as $mimeGroup => $mime) {
192	199	$formattedMimeGroups[$mimeGroup] = $mime['title'];
193	200	}
194	201
195		- $customRegistrationFormOptions = array(
196		- 'address_line_1' => 'Address Line 1',
197		- 'address_line_2' => 'Address Line 2',
198		- 'city' => 'City',
199		- 'zip' => 'Zip Code',
200		- 'state' => 'State',
201		- 'country' => 'Country',
202		- );
	202	+ $customRegistrationFormOptions = Helper::getCustomRegistrationFieldOptions();
203	203
204	204	$fields = [
205	205	'ticket_link_portal_description' => [
206	206	'type' => 'html-viewer',
		@@ -240,9 +240,9 @@
240	240	],
241	241	'login_message' => [
242	242	'type' => 'wp-editor',
243	243	'label' => __('Message for non logged in users', '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>', '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')
245	245	],
246	246	'disable_public_ticket' => [
247	247	'wrapper_class' => '',
248	248	'type' => 'inline-checkbox',
		@@ -409,11 +409,49 @@
409	409	];
410	410
411	411	}
412	412
	413	+ if (Helper::getAuthProvider() === 'fluent_auth') {
	414	+ $fields = $this->replaceTwoFaWithFluentAuthNotice($fields);
	415	+ }
	416	+
413	417	return $fields;
414	418	}
415	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	+
416	454	private function getTicketLinkPortalOptions()
417	455	{
418	456	$options = [
419	457	[
		@@ -473,41 +511,49 @@
473	511	{
474	512	$actionLabel = __('Action', 'fluent-support');
475	513	$shortcutLabel = __('Shortcut', 'fluent-support');
476	514
	515	+ // Windows and Linux use Ctrl where macOS uses ⌘ (see resources/admin/Bits/shortcuts.js).
477	516	$macShortcuts = [
478		- ['action' => __('Tickets – Advanced filter toggle', 'fluent-support'), 'shortcut' => '⌘ + ⌥ + f'],
479		- ['action' => __('Tickets – Refresh', 'fluent-support'), 'shortcut' => '⌘ + ⌥ + q'],
480		- ['action' => __('Tickets – Create Ticket', 'fluent-support'), 'shortcut' => '⌘ + ⌥ + n'],
481		- ['action' => __('Tickets – Reset filter', 'fluent-support'), 'shortcut' => '⌘ + ⌥ + r'],
482		- ['action' => __('Tickets – All Tickets', 'fluent-support'), 'shortcut' => '⌘ + ⇧ + a'],
483		- ['action' => __('Tickets – My Tickets', 'fluent-support'), 'shortcut' => '⌘ + ⇧ + m'],
484		- ['action' => __('Tickets – Unassigned', 'fluent-support'), 'shortcut' => '⌘ + ⇧ + u'],
485		- ['action' => __('Tickets – Waiting for reply', 'fluent-support'), 'shortcut' => '⌘ + ⌥ + w'],
486		- ['action' => __('Tickets – Bookmarks', 'fluent-support'), 'shortcut' => '⌘ + ⇧ + b'],
487		- ['action' => __('Tickets – Toggle (Open, active, close, all)', 'fluent-support'), 'shortcut' => '⌘ + ⇧ + → / ←'],
488		- ['action' => __('Ticket Reply – Reply', 'fluent-support'), 'shortcut' => '⌘ + ⌥ + r'],
489		- ['action' => __('Ticket Reply – Personal note', 'fluent-support'), 'shortcut' => '⌘ + ⌥ + n'],
490		- ['action' => __('Ticket Reply – Merge', 'fluent-support'), 'shortcut' => '⌘ + ⌥ + m'],
491		- ['action' => __('Ticket Reply – Bookmarks', 'fluent-support'), 'shortcut' => '⌘ + ⌥ + b'],
492		- ['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'],
493	535	];
494	536
495	537	$winShortcuts = [
496		- ['action' => __('Tickets – Advanced filter toggle', 'fluent-support'), 'shortcut' => 'Alt + Win + Shift + f'],
497		- ['action' => __('Tickets – Refresh', 'fluent-support'), 'shortcut' => 'Alt + Win + q'],
498		- ['action' => __('Tickets – Create Ticket', 'fluent-support'), 'shortcut' => 'Alt + Win + n'],
499		- ['action' => __('Tickets – Reset filter', 'fluent-support'), 'shortcut' => 'Alt + Win + Shift + r'],
500		- ['action' => __('Tickets – All Tickets', 'fluent-support'), 'shortcut' => 'Win + Shift + a'],
501		- ['action' => __('Tickets – My Tickets', 'fluent-support'), 'shortcut' => 'Alt + Win + Shift + m'],
502		- ['action' => __('Tickets – Unassigned', 'fluent-support'), 'shortcut' => 'Win + Shift + u'],
503		- ['action' => __('Tickets – Waiting for reply', 'fluent-support'), 'shortcut' => 'Alt + Win + Shift + w'],
504		- ['action' => __('Tickets – Bookmarks', 'fluent-support'), 'shortcut' => 'Win + Shift + b'],
505		- ['action' => __('Ticket Reply – Reply', 'fluent-support'), 'shortcut' => 'Alt + Win + Shift + r'],
506		- ['action' => __('Ticket Reply – Personal note', 'fluent-support'), 'shortcut' => 'Alt + Win + n'],
507		- ['action' => __('Ticket Reply – Merge', 'fluent-support'), 'shortcut' => 'Ctrl + Alt + Win + m'],
508		- ['action' => __('Ticket Reply – Bookmarks', 'fluent-support'), 'shortcut' => 'Ctrl + Alt + Win + b'],
509		- ['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'],
510	556	];
511	557
512	558	return [
513	559	'title' => __('Keyboard Shortcuts', 'fluent-support'),
		@@ -548,9 +594,9 @@
548	594	'ticket_created_email_to_customer' => [
549	595	'key' => 'ticket_created_email_to_customer',
550	596	'title' => __('Ticket Created (To Customer)', 'fluent-support'),
551	597	'description' => __('This email will be sent when a customer submit a support ticket', 'fluent-support'),
552		- 'email_subject' => 'Re: {{ticket.title}} #{{ticket.id}}',
	598	+ 'email_subject' => 'Re: {{ticket.title}} #{{ticket.public_id}}',
553	599	'default_status' => 'no',
554	600	'send_attachments'=> 'no'
555	601	],
556	602	'ticket_replied_by_agent_email_to_customer' => [
		@@ -556,9 +602,9 @@
556	602	'ticket_replied_by_agent_email_to_customer' => [
557	603	'key' => 'ticket_replied_by_agent_email_to_customer',
558	604	'title' => __('Replied by Agent (To Customer)', 'fluent-support'),
559	605	'description' => __('This email will be sent when an agent reply to a ticket', 'fluent-support'),
560		- 'email_subject' => 'Re: {{ticket.title}} #{{ticket.id}}',
	606	+ 'email_subject' => 'Re: {{ticket.title}} #{{ticket.public_id}}',
561	607	'default_status' => 'yes',
562	608	'send_attachments'=> 'no'
563	609	],
564	610	'ticket_closed_by_agent_email_to_customer' => [
		@@ -564,9 +610,9 @@
564	610	'ticket_closed_by_agent_email_to_customer' => [
565	611	'key' => 'ticket_closed_by_agent_email_to_customer',
566	612	'title' => __('Ticket Closed by Agent (To Customer)', 'fluent-support'),
567	613	'description' => __('This email will be sent when an agent close a ticket', 'fluent-support'),
568		- 'email_subject' => 'Re: {{ticket.title}} #{{ticket.id}}',
	614	+ 'email_subject' => 'Re: {{ticket.title}} #{{ticket.public_id}}',
569	615	'default_status' => 'no',
570	616	'send_attachments'=> 'no'
571	617	],
572	618	'ticket_created_email_to_admin' => [
		@@ -572,9 +618,9 @@
572	618	'ticket_created_email_to_admin' => [
573	619	'key' => 'ticket_created_email_to_admin',
574	620	'title' => __('Ticket Created (To Admin)', 'fluent-support'),
575	621	'description' => __('This email will be sent when the business when a new ticket has been submitted', 'fluent-support'),
576		- 'email_subject' => 'New Ticket: {{ticket.title}} #{{ticket.id}}',
	622	+ 'email_subject' => 'New Ticket: {{ticket.title}} #{{ticket.public_id}}',
577	623	'default_status' => 'yes',
578	624	'send_attachments'=> 'no'
579	625	],
580	626	'ticket_replied_by_customer_email_to_admin' => [
		@@ -580,9 +626,9 @@
580	626	'ticket_replied_by_customer_email_to_admin' => [
581	627	'key' => 'ticket_replied_by_customer_email_to_admin',
582	628	'title' => __('Replied by Customer (To Agent/Admin)', 'fluent-support'),
583	629	'description' => __('This email will be sent to Assigned Agent or Admin when a customer reply to a ticket', 'fluent-support'),
584		- 'email_subject' => 'New Response: {{ticket.title}} #{{ticket.id}}',
	630	+ 'email_subject' => 'New Response: {{ticket.title}} #{{ticket.public_id}}',
585	631	'default_status' => 'yes',
586	632	'send_attachments'=> 'no'
587	633	],
588	634	'ticket_agent_on_change' => [
		@@ -588,9 +634,9 @@
588	634	'ticket_agent_on_change' => [
589	635	'key' => 'ticket_agent_on_change',
590	636	'title' => __('Ticket Agent Change (To Agent)', 'fluent-support'),
591	637	'description' => __('This email will be sent to newly assigned agent', 'fluent-support'),
592		- 'email_subject' => 'Ticket Agent Change: {{ticket.title}} #{{ticket.id}}',
	638	+ 'email_subject' => 'Ticket Agent Change: {{ticket.title}} #{{ticket.public_id}}',
593	639	'default_status' => 'yes',
594	640	'send_attachments'=> 'no'
595	641	],
596	642	'ticket_created_by_agent_email_to_customer' => [
		@@ -596,9 +642,9 @@
596	642	'ticket_created_by_agent_email_to_customer' => [
597	643	'key' => 'ticket_created_by_agent_email_to_customer',
598	644	'title' => __('Ticket Logged by Agent (To Customer)', 'fluent-support'),
599	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'),
600		- 'email_subject' => 'Re: {{ticket.title}} #{{ticket.id}}',
	646	+ 'email_subject' => 'Re: {{ticket.title}} #{{ticket.public_id}}',
601	647	'default_status' => 'no',
602	648	'send_attachments'=> 'no'
603	649	],
604	650	'ticket_created_by_agent_on_behalf_email_to_customer' => [
		@@ -604,9 +650,10 @@
604	650	'ticket_created_by_agent_on_behalf_email_to_customer' => [
605	651	'key' => 'ticket_created_by_agent_on_behalf_email_to_customer',
606	652	'title' => __('Agent Outreach Ticket (To Customer)', 'fluent-support'),
607	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'),
608		- '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}}',
609	656	'default_status' => 'yes',
610	657	'send_attachments'=> 'no'
611	658	]
612	659	];
		@@ -674,38 +721,39 @@
674	721	private function getDefaultEmailBody($emailKey, $type = 'web')
675	722	{
676	723	if ($emailKey == 'ticket_created_email_to_customer') {
677	724	if ($type == 'web') {
678		- return '<p>Hi <strong><em>{{customer.full_name}}</em>,</strong></p><p>Your request (<a href="{{ticket.public_url}}">#{{ticket.id}}</a>) has been received, and is being reviewed by our support staff.</p><p>To add additional comments, follow the link below:</p><h4><a href="{{ticket.public_url}}">View Ticket</a></h4><p>&nbsp;</p><p>or follow this link: {{ticket.public_url}}</p><hr /><p>{{business.name}}</p>';
	725	+ return '<p>Hi <strong><em>{{customer.full_name}}</em>,</strong></p><p>Your request (<a href="{{ticket.public_url}}">#{{ticket.public_id}}</a>) has been received, and is being reviewed by our support staff.</p><p>To add additional comments, follow the link below:</p><h4><a href="{{ticket.public_url}}">View Ticket</a></h4><p>&nbsp;</p><p>or follow this link: {{ticket.public_url}}</p><hr /><p>{{business.name}}</p>';
679	726	} else {
680	727	return '<p>Hi <strong><em>{{customer.full_name}}</em>,</strong></p><p>Your request has been received, and is being reviewed by our support staff.</p><p>Our support staff will reply back to you soon</p>';
681	728	}
682	729	} else if ($emailKey == 'ticket_replied_by_agent_email_to_customer') {
683	730	if ($type == 'web') {
684		- return '<p>Hi <strong><em>{{customer.full_name}}</em>,</strong></p><p>An agent just replied to your ticket "<strong>{{ticket.title}}</strong>" (<a href="{{ticket.public_url}}">#{{ticket.id}}</a>). To view his reply or add additional comments, click the button below:</p><h4><a href="{{ticket.public_url}}">View Ticket</a></h4><p>or follow this link: {{ticket.public_url}}</p><hr /><p>Regards,<br />{{business.name}}</p>';
	731	+ return '<p>Hi <strong><em>{{customer.full_name}}</em>,</strong></p><p>An agent just replied to your ticket "<strong>{{ticket.title}}</strong>" (<a href="{{ticket.public_url}}">#{{ticket.public_id}}</a>). To view the reply or add additional comments, click the button below:</p><h4><a href="{{ticket.public_url}}">View Ticket</a></h4><p>or follow this link: {{ticket.public_url}}</p><hr /><p>Regards,<br />{{business.name}}</p>';
685	732	} else {
686		- return '{{response.full_content}}<p>Regards,<br />{{agent.full_name}}</p>';
	733	+ // {{agent.signature}} is empty when the agent has none.
	734	+ return '{{response.full_content}}{{agent.signature}}';
687	735	}
688	736	} else if ($emailKey == 'ticket_closed_by_agent_email_to_customer') {
689	737	if ($type == 'web') {
690		- return '<p>Hi <strong><em>{{customer.full_name}},</strong></p><p>Your ticket - {{ticket.title}}</p><p>We hope that the ticket was resolved to your satisfaction. If you feel that the ticket should not be closed or if the ticket has not been resolved, please reopen the ticket (<a href="{{ticket.public_url}}">#{{ticket.id}}</a>)</p><p>Regards,<br />{{business.name}}</p>';
	738	+ return '<p>Hi <strong><em>{{customer.full_name}},</strong></p><p>Your ticket - {{ticket.title}}</p><p>We hope that the ticket was resolved to your satisfaction. If you feel that the ticket should not be closed or if the ticket has not been resolved, please reopen the ticket (<a href="{{ticket.public_url}}">#{{ticket.public_id}}</a>)</p><p>Regards,<br />{{business.name}}</p>';
691	739	} else {
692	740	return '<p>Hi <strong><em>{{customer.full_name}},</strong></p><p>Your ticket - {{ticket.title}}</p><p>We hope that the ticket was resolved to your satisfaction. If you feel that the ticket should not be closed or if the ticket has not been resolved, please feel free to reply back.<p>Regards,<br />{{business.name}}</p>';
693	741	}
694	742	} else if ($emailKey == 'ticket_created_email_to_admin') {
695		- 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>';
696	744	} else if ($emailKey == 'ticket_replied_by_customer_email_to_admin') {
697	745	return '<p>A new response has been added to "<a href="{{ticket.admin_url}}">{{ticket.title}}</a>" by {{customer.full_name}}</p><h4>Response Body</h4><p>{{response.content}}</p><p><b><a href="{{ticket.admin_url}}">View Ticket</a></b></p>';
698	746	} else if($emailKey == 'ticket_agent_on_change') {
699		- 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>';
700	748	} else if($emailKey == 'ticket_created_by_agent_email_to_customer') {
701	749	return '<p>Hi <strong><em>{{customer.full_name}}</em>,</strong></p><p>{{agent.full_name}} created a ticket on behalf of you, you can check it <a href="{{ticket.public_url}}">here</a></p>.';
702	750	} else if($emailKey == 'ticket_created_by_agent_on_behalf_email_to_customer') {
703	751	if ($type == 'web') {
704		- 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>';
705		- } else {
706		- 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>';
707	754	}
	755	+ return '{{response.full_content}}{{agent.signature}}';
708	756	}
709	757
710	758	return '';
711	759	}