Hesk

[avorsterman]

According to this page this is the list of special tags that Hesk will replace before sending an email:

https://www.hesk.com/knowledgebase/index.php?article=35

SPECIAL TAG WILL BE REPLACED WITH
%%NAME%% customer name
%%EMAIL%% customer email (since version 2.5.0)
%%SUBJECT%% ticket subject
%%MESSAGE%% ticket (reply) message
%%CREATED%% date and time of ticket submission
%%UPDATED%% date and time of ticket last update
%%TRACK_ID%% ticket tracking ID
%%TRACK_URL%% ticket URL address
%%SITE_TITLE%% your website title
%%SITE_URL%% your website URL address
%%CATEGORY%% ticket category
%%OWNER%% staff member assigned to the ticket
%%PRIORITY%% ticket priority
%%STATUS%% ticket status
%%ID%% sequential ticket ID
%%CUSTOM1%%
...
%%CUSTOM20%% value of custom field 1 (or custom field 20 in the second case).


Is there a special tag that shows the full thread of a ticket with all previous replies ?

[Klemen]

Unfortunately no, there is no such option in Hesk.

[MangoVolvo]

Hiya!

I was able to get ticket history to display on my instance by adding the below code to \inc\email_functions.inc.php, then adding the special tag %%PREVIOUSREPLIES%% to the bottom of my e-mail templates.

I have my instance setup to strip quoted replies, which I believe is necessary in order to show only one reply at a time in the ticket history.

Below is the code I added -

Code: Select all

// Add %%PREVIOUSREPLIES%% ##heskmod
	// Fetch previous replies format
	$prevreply_res = hesk_dbQuery("SELECT `message` , `dt` , `name` FROM `".hesk_dbEscape($hesk_settings['db_pfix'])."replies` WHERE `replyto` = '".intval($ticket['id'])."' ORDER BY `id` DESC");

	// Initialize variable for previous replies
		$previous_replies = "";

	// Loop through each reply and append it to previous reply variable
	// 
	while ($reply = hesk_dbFetchAssoc($prevreply_res)) {
		// Decode HTML entities to render correctly in the email
		$previous_replies .= "on " . $reply['dt'] . " -- " . $reply['name'] . " wrote" . "<hr>" . $reply['message'] . "<hr>";
	}
	
	// attempt to properly format HTML again
	$replychain =	hesk_html_entity_decode ($previous_replies);

	// Replace %%PREVIOUSREPLIES%% with the retrieved replies
	//	list ($msg, $html_msg) = hesk_replace_email_tag ('%%PREVIOUSREPLIES%%', $replychain, $msg, $html_msg);
	$msg = str_replace ('%%PREVIOUSREPLIES%%', $replychain, $msg);
	$html_msg = str_replace ('%%PREVIOUSREPLIES%%', $replychain, $html_msg);
	//$msg = str_replace('%%PREVIOUSREPLIES%%', $previous_replies, $msg);

// End %%PREVIOUSREPLIES%% ##heskmod

You'll want to add it below the following code block:

Code: Select all

    // Is message tag in email template?
    if (strpos($msg, '%%MESSAGE%%') !== false || strpos($html_msg, '%%MESSAGE%%') !== false) {
        // If there are attachments to this email and the %%ATTACHMENTS%% tag was not present, add links to attachments below the message
        if ($hesk_settings['attachments']['use'] && isset($ticket['attachments']) && strlen($ticket['attachments'])) {
            if ($count_plain == 0) {
                $ticket['message'] .= "\n\n" . $hesklang['fatt'] . "\n\n" . $att_links;
            }
            if ($count_html == 0) {
                $ticket['message_html'] .= "<br/><br/>" . $hesklang['fatt'] . "<br/>" .  $html_att_links;
            }
        }

        // Replace message
        $msg = str_replace('%%MESSAGE%%', $ticket['message'], $msg);
        $html_msg = str_replace('%%MESSAGE%%', $ticket['message_html'], $html_msg);

        // For customer notifications: if we allow email piping/pop 3 fetching and
        // stripping quoted replies add an "reply above this line" tag
        if (!$is_admin && ($hesk_settings['email_piping'] || $hesk_settings['pop3'] || $hesk_settings['imap']) && $hesk_settings['strip_quoted']) {
            $msg = $hesklang['EMAIL_HR'] . "\n\n" . $msg;
            $html_msg = $hesklang['EMAIL_HR'] . '<br/><br/>' . $html_msg;
        }
    }
    
    // Add %%PREVIOUSREPLIES%% ##heskmod <---------- Insert code here
    

Let me know if that works for you!

[Klemen]

Thank you for sharing your solution!

[MangoVolvo]

Absolutely! Thanks for making this awesome software, Klemen!