Mods-for-HESK-Netsyms/inc/email_functions.inc.php

<?php
/*******************************************************************************
 *  Title: Help Desk Software HESK
 *  Version: 2.6.7 from 18th April 2016
 *  Author: Klemen Stirn
 *  Website: http://www.hesk.com
 ********************************************************************************
 *  COPYRIGHT AND TRADEMARK NOTICE
 *  Copyright 2005-2015 Klemen Stirn. All Rights Reserved.
 *  HESK is a registered trademark of Klemen Stirn.
 *  The HESK may be used and modified free of charge by anyone
 *  AS LONG AS COPYRIGHT NOTICES AND ALL THE COMMENTS REMAIN INTACT.
 *  By using this code you agree to indemnify Klemen Stirn from any
 *  liability that might arise from it's use.
 *  Selling the code for this program, in part or full, without prior
 *  written consent is expressly forbidden.
 *  Using this code, in part or full, to create derivate work,
 *  new scripts or products is expressly forbidden. Obtain permission
 *  before redistributing this software over the Internet or in
 *  any other medium. In all cases copyright and header must remain intact.
 *  This Copyright is in full effect in any country that has International
 *  Trade Agreements with the United States of America or
 *  with the European Union.
 *  Removing any of the copyright notices without purchasing a license
 *  is expressly forbidden. To remove HESK copyright notice you must purchase
 *  a license for this script. For more information on how to obtain
 *  a license please visit the page below:
 *  https://www.hesk.com/buy.php
 *******************************************************************************/

/* Check if this is a valid include */
if (!defined('IN_SCRIPT')) {
    die('Invalid attempt');
}

/* Get includes for SMTP */
if ($hesk_settings['smtp']) {
    require(HESK_PATH . 'inc/mail/smtp.php');
    if (strlen($hesk_settings['smtp_user']) || strlen($hesk_settings['smtp_password'])) {
        require_once(HESK_PATH . 'inc/mail/sasl/sasl.php');
    }
}

function hesk_notifyCustomerForVerifyEmail($email_template = 'verify_email', $activationKey, $modsForHesk_settings)
{
    global $hesk_settings, $ticket;

    if (defined('HESK_DEMO')) {
        return true;
    }

    // Format email subject and message
    $subject = hesk_getEmailSubject($email_template, $ticket);
    $message = hesk_getEmailMessage($email_template, $ticket, $modsForHesk_settings);
    $htmlMessage = hesk_getHtmlMessage($email_template, $ticket, $modsForHesk_settings);
    $activationUrl = $hesk_settings['hesk_url'] . '/verifyemail.php?key=%%ACTIVATIONKEY%%';
    $message = str_replace('%%VERIFYURL%%', $activationUrl, $message);
    $htmlMessage = str_replace('%%VERIFYURL%%', $activationUrl, $htmlMessage);
    $message = str_replace('%%ACTIVATIONKEY%%', $activationKey, $message);
    $htmlMessage = str_replace('%%ACTIVATIONKEY%%', $activationKey, $htmlMessage);
    $hasMessage = hesk_doesTemplateHaveTag($email_template, '%%MESSAGE%%', $modsForHesk_settings);

    // Add Cc / Bcc recipents if needed
    $ccEmails = array();
    $bccEmails = array();
    foreach ($hesk_settings['custom_fields'] as $k => $v) {
        if ($v['use']) {
            if ($v['type'] == 'email' && !empty($ticket[$k])) {
                if ($v['value'] == 'cc') {
                    $emails = explode(',', $ticket[$k]);
                    array_push($ccEmails, $emails);
                } elseif ($v['value'] == 'bcc') {
                    $emails = explode(',', $ticket[$k]);
                    array_push($bccEmails, $emails);
                }
            }
        }
    }

    hesk_mail($ticket['email'], $subject, $message, $htmlMessage, $modsForHesk_settings, $ccEmails, $bccEmails, $hasMessage);
}


function hesk_notifyCustomer($modsForHesk_settings, $email_template = 'new_ticket')
{
    global $hesk_settings, $hesklang, $ticket;

    // Demo mode
    if (defined('HESK_DEMO')) {
        return true;
    }

    $changedLanguage = false;
    //Set the user's language according to the ticket.
    if (isset($ticket['language']) && $ticket['language'] !== NULL) {
        hesk_setLanguage($ticket['language']);
        $changedLanguage = true;
    }

    // Format email subject and message
    $subject = hesk_getEmailSubject($email_template, $ticket);
    $message = hesk_getEmailMessage($email_template, $ticket, $modsForHesk_settings);
    $htmlMessage = hesk_getHtmlMessage($email_template, $ticket, $modsForHesk_settings);
    $hasMessage = hesk_doesTemplateHaveTag($email_template, '%%MESSAGE%%', $modsForHesk_settings);

    // Add Cc / Bcc recipents if needed
    $ccEmails = array();
    $bccEmails = array();
    foreach ($hesk_settings['custom_fields'] as $k => $v) {
        if ($v['use']) {
            if ($v['type'] == 'email' && !empty($ticket[$k])) {
                if ($v['value'] == 'cc') {
                    array_push($ccEmails, $ticket[$k]);
                } elseif ($v['value'] == 'bcc') {
                    array_push($bccEmails, $ticket[$k]);
                }
            }
        }
    }

    // Send e-mail
    hesk_mail($ticket['email'], $subject, $message, $htmlMessage, $modsForHesk_settings, $ccEmails, $bccEmails, $hasMessage);

    // Reset the language if it was changed
    hesk_resetLanguage();

    return true;

} // END hesk_notifyCustomer()


function hesk_notifyAssignedStaff($autoassign_owner, $email_template, $modsForHesk_settings, $type = 'notify_assigned')
{
    global $hesk_settings, $hesklang, $ticket;

    // Demo mode
    if (defined('HESK_DEMO')) {
        return true;
    }

    $ticket['owner'] = intval($ticket['owner']);

    /* Need to lookup owner info from the database? */
    if ($autoassign_owner === false) {
        $res = hesk_dbQuery("SELECT `name`, `email`,`language`,`notify_assigned`,`notify_reply_my` FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "users` WHERE `id`='" . $ticket['owner'] . "' LIMIT 1");

        $autoassign_owner = hesk_dbFetchAssoc($res);
        $hesk_settings['user_data'][$ticket['owner']] = $autoassign_owner;

        /* If owner selected not to be notified or invalid stop here */
        if (empty($autoassign_owner[$type])) {
            return false;
        }
    }

    /* Set new language if required */
    hesk_setLanguage($autoassign_owner['language']);

    /* Format email subject and message for staff */
    $subject = hesk_getEmailSubject($email_template, $ticket);
    $message = hesk_getEmailMessage($email_template, $ticket, $modsForHesk_settings, 1);
    $htmlMessage = hesk_getHtmlMessage($email_template, $ticket, $modsForHesk_settings, 1);
    $hasMessage = hesk_doesTemplateHaveTag($email_template, '%%MESSAGE%%', $modsForHesk_settings);

    /* Send email to staff */
    hesk_mail($autoassign_owner['email'], $subject, $message, $htmlMessage, $modsForHesk_settings, array(), array(), $hasMessage);

    /* Reset language to original one */
    hesk_resetLanguage();

    return true;

} // END hesk_notifyAssignedStaff()


function hesk_notifyStaff($email_template, $sql_where, $modsForHesk_settings, $is_ticket = 1)
{
    global $hesk_settings, $hesklang, $ticket;

    // Demo mode
    if (defined('HESK_DEMO')) {
        return true;
    }

    $admins = array();

    $res = hesk_dbQuery("SELECT `email`,`language`,`isadmin`,`categories` FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "users` WHERE $sql_where ORDER BY `language`");
    while ($myuser = hesk_dbFetchAssoc($res)) {
        /* Is this an administrator? */
        if ($myuser['isadmin']) {
            $admins[] = array('email' => $myuser['email'], 'language' => $myuser['language']);
            continue;
        }

        /* Not admin, is he/she allowed this category? */
        $myuser['categories'] = explode(',', $myuser['categories']);
        if (in_array($ticket['category'], $myuser['categories'])) {
            $admins[] = array('email' => $myuser['email'], 'language' => $myuser['language']);
            continue;
        }
    }

    if (count($admins) > 0) {
        /* Make sure each user gets email in his/her preferred language */
        $current_language = 'NONE';
        $recipients = array();
        $hasMessage = hesk_doesTemplateHaveTag($email_template, '%%MESSAGE%%', $modsForHesk_settings);

        /* Loop through staff */
        foreach ($admins as $admin) {
            /* If admin language is NULL force default HESK language */
            if (!$admin['language'] || !isset($hesk_settings['languages'][$admin['language']])) {
                $admin['language'] = HESK_DEFAULT_LANGUAGE;
            }

            /* Generate message or add email to the list of recepients */
            if ($admin['language'] == $current_language) {
                /* We already have the message, just add email to the recipients list */
                $recipients[] = $admin['email'];
            } else {
                /* Send email messages in previous languages (if required) */
                if ($current_language != 'NONE') {
                    /* Send e-mail to staff */
                    hesk_mail(implode(',', $recipients), $subject, $message, $htmlMessage, $modsForHesk_settings, array(), array(), $hasMessage);

                    /* Reset list of email addresses */
                    $recipients = array();
                }

                /* Set new language */
                hesk_setLanguage($admin['language']);

                /* Format staff email subject and message for this language */
                $subject = hesk_getEmailSubject($email_template, $ticket);
                $message = hesk_getEmailMessage($email_template, $ticket, $modsForHesk_settings, $is_ticket);
                $htmlMessage = hesk_getHtmlMessage($email_template, $ticket, $modsForHesk_settings, $is_ticket);
                $hasMessage = hesk_doesTemplateHaveTag($email_template, '%%MESSAGE%%', $modsForHesk_settings);

                /* Add email to the recipients list */
                $recipients[] = $admin['email'];

                /* Remember the last processed language */
                $current_language = $admin['language'];
            }
        }

        /* Send email messages to the remaining staff */
        hesk_mail(implode(',', $recipients), $subject, $message, $htmlMessage, $modsForHesk_settings, array(), array(), $hasMessage);

        /* Reset language to original one */
        hesk_resetLanguage();
    }

    return true;

} // END hesk_notifyStaff()

function mfh_sendCalendarReminder($reminder_data, $modsForHesk_settings) {
    global $hesk_settings, $hesklang;

    if (defined('HESK_DEMO')) {
        return true;
    }

    hesk_setLanguage($reminder_data['user_language']);

    $valid_emails = hesk_validEmails();
    $subject = NULL;
    if (!isset($valid_emails['calendar_reminder'])) {
        hesk_error($hesklang['inve']);
    } else {
        $subject = $valid_emails['calendar_reminder'];
    }

    // Format email subject and message
    $subject = str_replace('%%TITLE%%', $reminder_data['event_name'], $subject);
    $message = hesk_getEmailMessage('calendar_reminder', NULL, $modsForHesk_settings, 1, 0, 1);
    $message = mfh_processCalendarTemplate($message, $reminder_data);
    $htmlMessage = hesk_getHtmlMessage('calendar_reminder', NULL, $modsForHesk_settings, 1, 0, 1);
    $htmlMessage = mfh_processCalendarTemplate($htmlMessage, $reminder_data);

    hesk_mail($reminder_data['user_email'], $subject, $message, $htmlMessage, $modsForHesk_settings);

    return true;
}

function mfh_processCalendarTemplate($message, $reminder_data) {
    global $hesk_settings;

    if ($reminder_data['event_all_day'] == '1') {
        $format = 'Y-m-d';
    } else {
        $format = $hesk_settings['timeformat'];
    }

    $start_date = strtotime($reminder_data['event_start']);
    $formatted_start_date = date($format, $start_date);
    $formatted_end_date = '';

    if ($reminder_data['event_start'] != $reminder_data['event_end']) {
        $end_date = strtotime($reminder_data['event_end']);
        $formatted_end_date = ' - ' . date($format, $end_date);
    }

    // Process replaced fields
    $message = str_replace('%%TITLE%%', $reminder_data['event_name'], $message);
    $message = str_replace('%%LOCATION%%', $reminder_data['event_location'], $message);
    $message = str_replace('%%CATEGORY%%', $reminder_data['event_category'], $message);
    $message = str_replace('%%WHEN%%', $formatted_start_date . $formatted_end_date, $message);
    $message = str_replace('%%COMMENTS%%', $reminder_data['event_comments'], $message);

    return $message;
}


function mfh_sendOverdueTicketReminder($ticket, $users, $modsForHesk_settings) {
    global $hesk_settings, $hesklang;

    if (defined('HESK_DEMO')) {
        return true;
    }

    hesk_setLanguage($ticket['user_language']);

    $valid_emails = hesk_validEmails();
    $subject = NULL;
    if (!isset($valid_emails['overdue_ticket'])) {
        hesk_error($hesklang['inve']);
    } else {
        $subject = $valid_emails['overdue_ticket'];
    }

    // Format email subject and message
    $subject = str_replace('%%TITLE%%', $ticket['subject'], $subject);
    $subject = str_replace('%%TRACKID%%', $ticket['trackid'], $subject);
    $message = hesk_getEmailMessage('overdue_ticket', NULL, $modsForHesk_settings, 1, 0, 1);
    $message = hesk_processMessage($message, $ticket, 1, 1, 0, $modsForHesk_settings);
    $htmlMessage = hesk_getHtmlMessage('overdue_ticket', NULL, $modsForHesk_settings, 1, 0, 1);
    $htmlMessage = hesk_processMessage($htmlMessage, $ticket, 1, 1, 0, $modsForHesk_settings, 1);

    $emails = [];
    if ($ticket['user_email'] != NULL) {
        $emails[] = $ticket['user_email'];
    }
    foreach ($users as $user) {
        $categories = explode(',', $user['categories']);
        if ($user['email'] != $ticket['user_email']
            && ($user['isadmin'] || in_array($ticket['category'], $categories))) {
            $emails[] = $user['email'];
        }
    }

    foreach ($emails as $email) {
        hesk_mail($email, $subject, $message, $htmlMessage, $modsForHesk_settings);
    }

    return true;
}


function hesk_validEmails()
{
    global $hesklang;

    return array(

        /*** Emails sent to CLIENT ***/

        // --> Send reminder about existing tickets
        'forgot_ticket_id' => $hesklang['forgot_ticket_id'],

        // --> Staff replied to a ticket
        'new_reply_by_staff' => $hesklang['new_reply_by_staff'],

        // --> New ticket submitted
        'new_ticket' => $hesklang['ticket_received'],

        // --> Verify email
        'verify_email' => $hesklang['verify_email'],

        // --> Ticket closed
        'ticket_closed' => $hesklang['ticket_closed'],


        /*** Emails sent to STAFF ***/

        // --> Ticket moved to a new category
        'category_moved' => $hesklang['category_moved'],

        // --> Client replied to a ticket
        'new_reply_by_customer' => $hesklang['new_reply_by_customer'],

        // --> New ticket submitted
        'new_ticket_staff' => $hesklang['new_ticket_staff'],

        // --> New ticket assigned to staff
        'ticket_assigned_to_you' => $hesklang['ticket_assigned_to_you'],

        // --> New private message
        'new_pm' => $hesklang['new_pm'],

        // --> New note by someone to a ticket assigned to you
        'new_note' => $hesklang['new_note'],

        // --> Staff password reset email
        'reset_password' => $hesklang['reset_password'],

        // --> Calendar reminder
        'calendar_reminder' => $hesklang['calendar_reminder'],

        // --> Overdue Ticket reminder
        'overdue_ticket' => $hesklang['overdue_ticket'],

    );
} // END hesk_validEmails()


function hesk_mail($to, $subject, $message, $htmlMessage, $modsForHesk_settings, $cc = array(), $bcc = array(), $hasMessageTag = false)
{
    global $hesk_settings, $hesklang, $ticket;

    // Are we in demo mode or are all email fields blank? If so, don't send an email.
    if (defined('HESK_DEMO')
        || (($to == NULL || $to == '')
            && ($cc == NULL || count($cc) == 0)
            && ($bcc == NULL || count($bcc) == 0))
    ) {
        return true;
    }

    // Encode subject to UTF-8
    $subject = "=?UTF-8?B?" . base64_encode(hesk_html_entity_decode($subject)) . "?=";

    // Auto-generate URLs for HTML-formatted emails
    $htmlMessage = hesk_makeURL($htmlMessage, '', false);

    // Setup "name <email>" for headers
    if ($hesk_settings['noreply_name']) {
        $hesk_settings['from_header'] = "=?UTF-8?B?" . base64_encode(hesk_html_entity_decode($hesk_settings['noreply_name'])) . "?= <" . $hesk_settings['noreply_mail'] . ">";
    } else {
        $hesk_settings['from_header'] = $hesk_settings['noreply_mail'];
    }

    // Uncomment for debugging
    # echo "<p>TO: $to<br >SUBJECT: $subject<br >MSG: $message</p>";
    # return true;

    // Use mailgun
    if ($modsForHesk_settings['use_mailgun']) {
        ob_start();
        $ch = curl_init();

        curl_setopt($ch, CURLOPT_URL, "https://api.mailgun.net/v2/" . $modsForHesk_settings['mailgun_domain'] . "/messages");

        curl_setopt($ch, CURLOPT_HTTPAUTH, CURLAUTH_BASIC);
        curl_setopt($ch, CURLOPT_USERPWD, 'api:' . $modsForHesk_settings['mailgun_api_key']);

        curl_setopt($ch, CURLOPT_RETURNTRANSFER, 1);
        curl_setopt($ch, CURLOPT_CONNECTTIMEOUT, 10);
        curl_setopt($ch, CURLOPT_SSL_VERIFYPEER, 0);
        curl_setopt($ch, CURLOPT_SSL_VERIFYHOST, 0);

        curl_setopt($ch, CURLOPT_POST, true);

        $postfields = array(
            'from' => $hesk_settings['from_header'],
            'to' => $to,
            'h:Reply-To' => $hesk_settings['from_header'],
            'subject' => $subject,
            'text' => $message
        );
        if (count($cc) > 0) {
            $postfields['cc'] = implode(',', $cc);
        }
        if (count($bcc) > 0) {
            $postfields['bcc'] = implode(',', $bcc);
        }
        if ($modsForHesk_settings['html_emails']) {
            $postfields['html'] = $htmlMessage;
        }
        if ($hasMessageTag && $modsForHesk_settings['attachments'] && $hesk_settings['attachments']['use'] && isset($ticket['attachments']) && strlen($ticket['attachments'])) {
            $postfields = processDirectAttachments('mailgun', $postfields);
        }

        curl_setopt($ch, CURLOPT_POSTFIELDS, $postfields);

        $result = curl_exec($ch);
        curl_close($ch);

        $tmp = trim(ob_get_contents());
        ob_end_clean();

        return (strlen($tmp)) ? $tmp : true;
    }

    $outerboundary = sha1(uniqid());
    $innerboundary = sha1(uniqid());
    if ($outerboundary == $innerboundary) {
        $innerboundary .= '1';
    }
    $plaintextMessage = $message;
    $message = "--" . $outerboundary . "\n";
    $message .= "Content-Type: multipart/alternative; boundary=\"" . $innerboundary . "\"\n\n";

    $message .= "--" . $innerboundary . "\n";
    $message .= "Content-Type: text/plain; charset=" . $hesklang['ENCODING'] . "\n\n";
    $message .= $plaintextMessage . "\n\n";
    //Prepare the message for HTML or non-html
    if ($modsForHesk_settings['html_emails']) {
        $message .= "--" . $innerboundary . "\n";
        $message .= "Content-Type: text/html; charset=" . $hesklang['ENCODING'] . "\n\n";
        $message .= $htmlMessage . "\n\n";
    }

    //-- Close the email
    $message .= "--" . $innerboundary . "--";

    // Use PHP's mail function
    if (!$hesk_settings['smtp']) {
        // Set additional headers
        $headers = '';
        $headers .= "MIME-Version: 1.0\n";
        $headers .= "From: $hesk_settings[from_header]\n";
        if (count($cc) > 0) {
            $headers .= "Cc: " . implode(',', $cc);
        }
        if (count($bcc) > 0) {
            $headers .= "Bcc: " . implode(',', $bcc);
        }
        $headers .= "Reply-To: $hesk_settings[from_header]\n";
        $headers .= "Return-Path: $hesk_settings[webmaster_mail]\n";
        $headers .= "Date: " . date(DATE_RFC2822) . "\n";
        $headers .= "Content-Type: multipart/mixed;boundary=\"" . $outerboundary . "\"";

        // Add attachments if necessary
        if ($hasMessageTag && $modsForHesk_settings['attachments'] && $hesk_settings['attachments']['use'] && isset($ticket['attachments']) && strlen($ticket['attachments'])) {
            $message .= processDirectAttachments('phpmail', NULL, $outerboundary);
        }
        $message .= "\n\n" . '--' . $outerboundary . '--';

        // Send using PHP mail() function
        ob_start();
        mail($to, $subject, $message, $headers);
        $tmp = trim(ob_get_contents());
        ob_end_clean();

        return (strlen($tmp)) ? $tmp : true;
    }

    // Use a SMTP server directly instead
    $smtp = new smtp_class;
    $smtp->host_name = $hesk_settings['smtp_host_name'];
    $smtp->host_port = $hesk_settings['smtp_host_port'];
    $smtp->timeout = $hesk_settings['smtp_timeout'];
    $smtp->ssl = $hesk_settings['smtp_ssl'];
    $smtp->start_tls = $hesk_settings['smtp_tls'];
    $smtp->user = $hesk_settings['smtp_user'];
    $smtp->password = hesk_htmlspecialchars_decode($hesk_settings['smtp_password']);
    $smtp->debug = 1;

    // Start output buffering so that any errors don't break headers
    ob_start();

    // Send the e-mail using SMTP
    $to_arr = explode(',', $to);

    $headersArray = array(
        "From: $hesk_settings[from_header]",
        "To: $to",
        "Reply-To: $hesk_settings[from_header]",
        "Return-Path: $hesk_settings[webmaster_mail]",
        "Subject: " . $subject,
        "Date: " . date(DATE_RFC2822)
    );
    array_push($headersArray, "MIME-Version: 1.0");
    array_push($headersArray, "Content-Type: multipart/mixed;boundary=\"" . $outerboundary . "\"");

    if (count($cc) > 0) {
        array_push($headersArray, "Cc: " . implode(',', $cc));
    }
    if (count($bcc) > 0) {
        array_push($headersArray, "Bcc: " . implode(',', $bcc));
    }

    // Add attachments if necessary
    if ($hasMessageTag && $modsForHesk_settings['attachments'] && $hesk_settings['attachments']['use'] && isset($ticket['attachments']) && strlen($ticket['attachments'])) {
        $message .= processDirectAttachments('smtp', NULL, $outerboundary);
    }
    $message .= "\n\n" . '--' . $outerboundary . '--';

    if (!$smtp->SendMessage($hesk_settings['noreply_mail'], $to_arr, $headersArray, $message)) {
        // Suppress errors unless we are in debug mode
        if ($hesk_settings['debug_mode']) {
            $error = $hesklang['cnsm'] . ' ' . $to . '<br /><br />' .
                $hesklang['error'] . ': ' . htmlspecialchars($smtp->error) . '<br /><br />' .
                '<textarea name="smtp_log" rows="10" cols="60">' . ob_get_contents() . '</textarea>';
            ob_end_clean();
            hesk_error($error);
        } else {
            $_SESSION['HESK_2ND_NOTICE'] = true;
            $_SESSION['HESK_2ND_MESSAGE'] = $hesklang['esf'] . ' ' . $hesklang['contact_webmsater'] . ' <a href="mailto:' . $hesk_settings['webmaster_mail'] . '">' . $hesk_settings['webmaster_mail'] . '</a>';
        }
    }

    ob_end_clean();

    return true;

} // END hesk_mail()


function hesk_getEmailSubject($eml_file, $ticket = '', $is_ticket = 1, $strip = 0)
{
    global $hesk_settings, $hesklang;

    // Demo mode
    if (defined('HESK_DEMO')) {
        return '';
    }

    /* Get list of valid emails */
    $valid_emails = hesk_validEmails();

    /* Verify this is a valid email include */
    if (!isset($valid_emails[$eml_file])) {
        hesk_error($hesklang['inve']);
    } else {
        $msg = $valid_emails[$eml_file];
    }

    /* If not a ticket-related email return subject as is */
    if (!$ticket) {
        return $msg;
    }

    /* Strip slashes from the subject only if it's a new ticket */
    if ($strip) {
        $ticket['subject'] = stripslashes($ticket['subject']);
    }

    /* Not a ticket, but has some info in the $ticket array */
    if (!$is_ticket) {
        return str_replace('%%SUBJECT%%', $ticket['subject'], $msg);
    }

    /* Set category title */
    $ticket['category'] = hesk_msgToPlain(hesk_getCategoryName($ticket['category']), 1);

    /* Get priority */
    switch ($ticket['priority']) {
        case 0:
            $ticket['priority'] = $hesklang['critical'];
            break;
        case 1:
            $ticket['priority'] = $hesklang['high'];
            break;
        case 2:
            $ticket['priority'] = $hesklang['medium'];
            break;
        default:
            $ticket['priority'] = $hesklang['low'];
    }

    /* Set status */
    $statusRs = hesk_dbQuery("SELECT `Key` FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "statuses` WHERE `ID` = " . $ticket['status']);
    $row = hesk_dbFetchAssoc($statusRs);
    $ticket['status'] = $hesklang[$row['Key']];

    /* Replace all special tags */
    $msg = str_replace('%%SUBJECT%%', $ticket['subject'], $msg);
    $msg = str_replace('%%TRACK_ID%%', $ticket['trackid'], $msg);
    $msg = str_replace('%%CATEGORY%%', $ticket['category'], $msg);
    $msg = str_replace('%%PRIORITY%%', $ticket['priority'], $msg);
    $msg = str_replace('%%STATUS%%', $ticket['status'], $msg);

    return $msg;

} // hesk_getEmailSubject()

function hesk_getHtmlMessage($eml_file, $ticket, $modsForHesk_settings, $is_admin = 0, $is_ticket = 1, $just_message = 0)
{
    global $hesk_settings, $hesklang;

    // Demo mode
    if (defined('HESK_DEMO') || !$modsForHesk_settings['html_emails']) {
        return '';
    }

    // We won't do validation here, as hesk_getEmailMessage will be called which handles validation.

    // Get email template
    $original_eml_file = $eml_file;
    $eml_file = 'language/' . $hesk_settings['languages'][$hesk_settings['language']]['folder'] . '/emails/html/' . $original_eml_file . '.txt';
    $plain_eml_file = 'language/' . $hesk_settings['languages'][$hesk_settings['language']]['folder'] . '/emails/' . $original_eml_file . '.txt';

    if (file_exists(HESK_PATH . $eml_file)) {
        $msg = file_get_contents(HESK_PATH . $eml_file);
    } elseif (file_exists(HESK_PATH . $plain_eml_file)) {
        $msg = file_get_contents(HESK_PATH . $plain_eml_file);
    } else {
        hesk_error($hesklang['emfm'] . ': ' . $eml_file);
    }

    //Perform logic common between hesk_getEmailMessage and hesk_getHtmlMessage
    $msg = hesk_processMessage($msg, $ticket, $is_admin, $is_ticket, $just_message, $modsForHesk_settings, true);
    return $msg;
}

function hesk_getEmailMessage($eml_file, $ticket, $modsForHesk_settings, $is_admin = 0, $is_ticket = 1, $just_message = 0)
{
    global $hesk_settings, $hesklang;

    // Demo mode
    if (defined('HESK_DEMO')) {
        return '';
    }

    /* Get list of valid emails */
    $valid_emails = hesk_validEmails();

    /* Verify this is a valid email include */
    if (!isset($valid_emails[$eml_file])) {
        hesk_error($hesklang['inve']);
    }

    /* Get email template */
    $eml_file = 'language/' . $hesk_settings['languages'][$hesk_settings['language']]['folder'] . '/emails/' . $eml_file . '.txt';

    if (file_exists(HESK_PATH . $eml_file)) {
        $msg = file_get_contents(HESK_PATH . $eml_file);
    } else {
        hesk_error($hesklang['emfm'] . ': ' . $eml_file);
    }

    $msg = hesk_processMessage($msg, $ticket, $is_admin, $is_ticket, $just_message, $modsForHesk_settings);
    return $msg;

} // END hesk_getEmailMessage

function hesk_doesTemplateHaveTag($eml_file, $tag, $modsForHesk_settings)
{
    global $hesk_settings;
    $path = 'language/' . $hesk_settings['languages'][$hesk_settings['language']]['folder'] . '/emails/' . $eml_file . '.txt';
    $htmlHasTag = false;
    if ($modsForHesk_settings['html_emails']) {
        $htmlPath = 'language/' . $hesk_settings['languages'][$hesk_settings['language']]['folder'] . '/emails/html/' . $eml_file . '.txt';
        $htmlContents = file_get_contents(HESK_PATH . $htmlPath);
        $htmlHasTag = !(strpos($htmlContents, $tag) === false);
    }
    $emailContents = file_get_contents(HESK_PATH . $path);
    return !(strpos($emailContents, $tag) === false) || $htmlHasTag;
}

function hesk_processMessage($msg, $ticket, $is_admin, $is_ticket, $just_message, $modsForHesk_settings, $isForHtml = 0)
{
    global $hesk_settings, $hesklang;

    /* Return just the message without any processing? */
    if ($just_message) {
        return $msg;
    }

    // Convert any entities in site title to plain text
    $hesk_settings['site_title'] = hesk_msgToPlain($hesk_settings['site_title'], 1);

    /* If it's not a ticket-related mail (like "a new PM") just process quickly */
    if (!$is_ticket) {
        $trackingURL = $hesk_settings['hesk_url'] . '/' . $hesk_settings['admin_dir'] . '/mail.php?a=read&id=' . intval($ticket['id']);

        $msg = str_replace('%%NAME%%', $ticket['name'], $msg);
        $msg = str_replace('%%SUBJECT%%', $ticket['subject'], $msg);
        $msg = str_replace('%%TRACK_URL%%', $trackingURL, $msg);
        $msg = str_replace('%%SITE_TITLE%%', $hesk_settings['site_title'], $msg);
        $msg = str_replace('%%SITE_URL%%', $hesk_settings['site_url'], $msg);

        if (isset($ticket['message'])) {
            // If HTML is enabled, let's unescape everything, and call html2text.
            if ($isForHtml) {
                $htmlMessage = nl2br($ticket['message']);
                $msg = str_replace('%%MESSAGE_NO_ATTACHMENTS%%', $htmlMessage, $msg);
                return str_replace('%%MESSAGE%%', $htmlMessage, $msg);
            }
            $message_has_html = checkForHtml($ticket);
            if ($message_has_html) {
                if (!function_exists('convert_html_to_text')) {
                    require(HESK_PATH . 'inc/html2text/html2text.php');
                }
                $ticket['message'] = convert_html_to_text($ticket['message']);
                $ticket['message'] = fix_newlines($ticket['message']);
            }
            $msg = str_replace('%%MESSAGE_NO_ATTACHMENTS%%', $ticket['message'], $msg);
            return str_replace('%%MESSAGE%%', $ticket['message'], $msg);
        } else {
            return $msg;
        }
    }

    // Is email required to view ticket (for customers only)?
    $hesk_settings['e_param'] = $hesk_settings['email_view_ticket'] ? '&e=' . rawurlencode($ticket['email']) : '';

    /* Generate the ticket URLs */
    $trackingURL = $hesk_settings['hesk_url'];
    $trackingURL .= $is_admin ? '/' . $hesk_settings['admin_dir'] . '/admin_ticket.php' : '/ticket.php';
    $trackingURL .= '?track=' . $ticket['trackid'] . ($is_admin ? '' : $hesk_settings['e_param']) . '&Refresh=' . rand(10000, 99999);

    /* Set category title */
    $ticket['category'] = hesk_msgToPlain(hesk_getCategoryName($ticket['category']), 1);

    /* Set priority title */
    switch ($ticket['priority']) {
        case 0:
            $ticket['priority'] = $hesklang['critical'];
            break;
        case 1:
            $ticket['priority'] = $hesklang['high'];
            break;
        case 2:
            $ticket['priority'] = $hesklang['medium'];
            break;
        default:
            $ticket['priority'] = $hesklang['low'];
    }

    /* Get owner name */
    $ticket['owner'] = hesk_msgToPlain(hesk_getOwnerName($ticket['owner']), 1);

    /* Set status */
    $statusRs = hesk_dbQuery("SELECT `Key` FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "statuses` WHERE `ID` = " . $ticket['status']);
    $row = hesk_dbFetchAssoc($statusRs);
    $ticket['status'] = $hesklang[$row['Key']];

    /* Replace all special tags */
    $msg = str_replace('%%NAME%%', $ticket['name'], $msg);
    $msg = str_replace('%%SUBJECT%%', $ticket['subject'], $msg);
    $msg = str_replace('%%TRACK_ID%%', $ticket['trackid'], $msg);
    $msg = str_replace('%%TRACK_URL%%', $trackingURL, $msg);
    $msg = str_replace('%%SITE_TITLE%%', $hesk_settings['site_title'], $msg);
    $msg = str_replace('%%SITE_URL%%', $hesk_settings['site_url'], $msg);
    $msg = str_replace('%%CATEGORY%%', $ticket['category'], $msg);
    $msg = str_replace('%%PRIORITY%%', $ticket['priority'], $msg);
    $msg = str_replace('%%OWNER%%', $ticket['owner'], $msg);
    $msg = str_replace('%%STATUS%%', $ticket['status'], $msg);
    $msg = str_replace('%%EMAIL%%', $ticket['email'], $msg);
    $msg = str_replace('%%CREATED%%', $ticket['dt'], $msg);
    $msg = str_replace('%%UPDATED%%', $ticket['lastchange'], $msg);
    $msg = str_replace('%%ID%%', $ticket['id'], $msg);

    /* All custom fields */
    foreach ($hesk_settings['custom_fields'] as $k => $v) {
        if ($v['use']) {
            if ($v['type'] == 'checkbox') {
                $ticket[$k] = str_replace("<br />", "\n", $ticket[$k]);
            }

            $msg = str_replace('%%' . strtoupper($k) . '%%', stripslashes($ticket[$k]), $msg);
        } else {
            $msg = str_replace('%%' . strtoupper($k) . '%%', '', $msg);
        }
    }


    // Is message tag in email template?
    if (strpos($msg, '%%MESSAGE%%') !== false) {
        // Replace message
        if ($isForHtml) {
            $htmlMessage = nl2br($ticket['message']);
            $msg = str_replace('%%MESSAGE%%', $htmlMessage, $msg);
        } else {
            $plainTextMessage = $ticket['message'];
            $message_has_html = checkForHtml($ticket);
            if ($message_has_html) {
                if (!function_exists('convert_html_to_text')) {
                    require(HESK_PATH . 'inc/html2text/html2text.php');
                }
                $plainTextMessage = convert_html_to_text($plainTextMessage);
                $plainTextMessage = fix_newlines($plainTextMessage);
            }
            $msg = str_replace('%%MESSAGE%%', $plainTextMessage, $msg);
        }

        // Add direct links to any attachments at the bottom of the email message OR add them as attachments, depending on the settings
        if ($hesk_settings['attachments']['use'] && isset($ticket['attachments']) && strlen($ticket['attachments'])) {
            if (!$modsForHesk_settings['attachments']) {
                if ($isForHtml) {
                    $msg .= "<br><br><br>" . $hesklang['fatt'];
                } else {
                    $msg .= "\n\n\n" . $hesklang['fatt'];
                }

                $att = explode(',', substr($ticket['attachments'], 0, -1));
                foreach ($att as $myatt) {
                    list($att_id, $att_name, $saved_name) = explode('#', $myatt);
                    if ($isForHtml) {
                        $msg .= "<br><br>" . $att_name . "<br>";
                    } else {
                        $msg .= "\n\n" . $att_name . "\n";
                    }
                    $msg .= $hesk_settings['hesk_url'] . '/download_attachment.php?att_id=' . $att_id . '&track=' . $ticket['trackid'] . $hesk_settings['e_param'];
                }
            }

            // If attachments setting is set to 1, we'll add the attachments separately later; otherwise we'll duplicate the number of attachments.
        }

        // 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['strip_quoted']) {
            $msg = $hesklang['EMAIL_HR'] . "\n\n" . $msg;
        }
    } elseif (strpos($msg, '%%MESSAGE_NO_ATTACHMENTS%%') !== false) {
        if ($isForHtml) {
            $htmlMessage = nl2br($ticket['message']);
            $msg = str_replace('%%MESSAGE_NO_ATTACHMENTS%%', $htmlMessage, $msg);
        } else {
            $plainTextMessage = $ticket['message'];
            $message_has_html = checkForHtml($ticket);
            if ($message_has_html) {
                if (!function_exists('convert_html_to_text')) {
                    require(HESK_PATH . 'inc/html2text/html2text.php');
                }
                $plainTextMessage = convert_html_to_text($plainTextMessage);
                $plainTextMessage = fix_newlines($plainTextMessage);
            }
            $msg = str_replace('%%MESSAGE_NO_ATTACHMENTS%%', $plainTextMessage, $msg);
        }
    }

    return $msg;
}

// $postfields is only required for mailgun.
// $boundary is only required for PHP/SMTP
function processDirectAttachments($emailMethod, $postfields = NULL, $boundary = '')
{
    global $hesk_settings, $ticket;

    $att = explode(',', substr($ticket['attachments'], 0, -1));
    // if using mailgun, add each attachment to the array
    if ($emailMethod == 'mailgun') {
        $i = 0;
        foreach ($att as $myatt) {
            list($att_id, $att_name, $saved_name) = explode('#', $myatt);
            $postfields['attachment[' . $i . ']'] = '@' . HESK_PATH . $hesk_settings['attach_dir'] . '/' . $saved_name;
            $i++;
        }
        return $postfields;
    } else {
        $attachments = '';
        foreach ($att as $myatt) {
            list($att_id, $att_name, $saved_name) = explode('#', $myatt);
            $attachments .= "\n\n" . "--" . $boundary . "\n";
            $attachments .= "Content-Type: application/octet-stream; name=\"" . $att_name . "\" \n";
            $attachments .= "Content-Disposition: attachment\n";
            $attachments .= "Content-Transfer-Encoding: base64\n\n";
            $attachmentBinary = file_get_contents(HESK_PATH . $hesk_settings['attach_dir'] . '/' . $saved_name);
            $attcontents = chunk_split(base64_encode($attachmentBinary));
            $attachments .= $attcontents . "\n\n";
        }
        return $attachments;
    }
}

function checkForHtml($ticket) {
    global $hesk_settings;

    $repliesRs = hesk_dbQuery("SELECT * FROM `" . hesk_dbEscape($hesk_settings['db_pfix']) . "replies` WHERE `replyto` = ".intval($ticket['id']) . " ORDER BY `id` DESC LIMIT 1");
    if (hesk_dbNumRows($repliesRs) != 1) {
        return $ticket['html'];
    }
    $reply = hesk_dbFetchAssoc($repliesRs);
    return $reply['html'];
}