Improve support ticket email notifications

Co-Authored-By: Claude Opus 4.6 <noreply@anthropic.com>

Author: simonhamp

app/Filament/Resources/SupportTicketResource/RelationManagers/RepliesRelationManager.php

@@ -73,7 +73,10 @@ public function table(Table $table): Table
                         }
 
                         $ticket = $this->getOwnerRecord();
-                        $ticket->user->notify(new SupportTicketReplied($ticket, $record));
+
+                        if ($ticket->user_id !== auth()->id()) {
+                            $ticket->user->notify(new SupportTicketReplied($ticket, $record));
+                        }
                     }),
             ])
             ->actions([

app/Filament/Resources/SupportTicketResource/Widgets/TicketRepliesWidget.php

@@ -36,7 +36,7 @@ public function sendReply(): void
             'note' => $this->isNote,
         ]);
 
-        if (! $this->isNote) {
+        if (! $this->isNote && $this->record->user_id !== auth()->id()) {
             $this->record->user->notify(new SupportTicketReplied($this->record, $reply));
         }
 

app/Notifications/SupportTicketReplied.php

@@ -8,7 +8,6 @@
 use Illuminate\Contracts\Queue\ShouldQueue;
 use Illuminate\Notifications\Messages\MailMessage;
 use Illuminate\Notifications\Notification;
-use Illuminate\Support\Str;
 
 class SupportTicketReplied extends Notification implements ShouldQueue
 {
@@ -30,11 +29,11 @@ public function via(object $notifiable): array
     public function toMail(object $notifiable): MailMessage
     {
         return (new MailMessage)
-            ->subject('Update on your support request: '.$this->ticket->subject)
+            ->subject('Update on your support request: '.$this->ticket->mask)
             ->greeting("Hi {$notifiable->first_name},")
-            ->line('Your support ticket has received a new reply.')
-            ->line('**'.e($this->ticket->subject).'**')
-            ->line(Str::limit($this->reply->message, 500))
-            ->action('View Ticket', route('customer.support.tickets.show', $this->ticket));
+            ->line('Your support ticket **'.e($this->ticket->subject).'** has received a new reply.')
+            ->line('Please log in to your dashboard to view the message and respond.')
+            ->action('View Ticket', route('customer.support.tickets.show', $this->ticket))
+            ->line('*Please do not reply to this email — responses must be submitted through the support portal.*');
     }
 }

app/Notifications/SupportTicketSubmitted.php

@@ -26,16 +26,39 @@ public function via(object $notifiable): array
     public function toMail(object $notifiable): MailMessage
     {
         $ticket = $this->ticket->loadMissing('user');
+        $user = $ticket->user;
 
         return (new MailMessage)
             ->subject('New Support Ticket: '.$ticket->subject)
-            ->replyTo($ticket->user->email, $ticket->user->name)
             ->greeting('New support ticket received!')
+            ->line("**Customer:** {$user->name}")
+            ->line('**Email:** '.$this->obfuscateEmail($user->email))
             ->line("**Product:** {$ticket->product}")
             ->line('**Issue Type:** '.($ticket->issue_type ?? 'N/A'))
             ->line("**Subject:** {$ticket->subject}")
             ->line('**Message:**')
             ->line(Str::limit($ticket->message, 500))
             ->action('View Ticket', SupportTicketResource::getUrl('view', ['record' => $ticket]));
     }
+
+    private function obfuscateEmail(string $email): string
+    {
+        $parts = explode('@', $email);
+        $local = $parts[0];
+        $domain = $parts[1] ?? '';
+
+        $visibleLocal = Str::length($local) > 2
+            ? Str::substr($local, 0, 2).str_repeat('*', Str::length($local) - 2)
+            : $local;
+
+        $domainParts = explode('.', $domain);
+        $domainName = $domainParts[0] ?? '';
+        $tld = implode('.', array_slice($domainParts, 1));
+
+        $visibleDomain = Str::length($domainName) > 2
+            ? Str::substr($domainName, 0, 2).str_repeat('*', Str::length($domainName) - 2)
+            : $domainName;
+
+        return "{$visibleLocal}@{$visibleDomain}.{$tld}";
+    }
 }

tests/Feature/SupportTicketTest.php

@@ -656,6 +656,31 @@ function (SupportTicketSubmitted $notification, array $channels, object $notifia
         );
     }
 
+    #[Test]
+    public function support_ticket_email_includes_customer_details_with_obfuscated_email(): void
+    {
+        $user = User::factory()->create([
+            'name' => 'Jane Smith',
+            'email' => 'jane@example.com',
+        ]);
+
+        $ticket = SupportTicket::factory()->create([
+            'user_id' => $user->id,
+            'subject' => 'Test ticket',
+            'product' => 'bifrost',
+            'issue_type' => 'bug',
+            'message' => 'Test message',
+        ]);
+
+        $notification = new SupportTicketSubmitted($ticket);
+        $mailMessage = $notification->toMail($user);
+        $rendered = $mailMessage->render()->toHtml();
+
+        $this->assertStringContainsString('Jane Smith', $rendered);
+        $this->assertStringContainsString('ja**@ex*****.com', $rendered);
+        $this->assertStringNotContainsString('jane@example.com', $rendered);
+    }
+
     #[Test]
     public function authenticated_ultra_user_can_reply_to_their_open_ticket(): void
     {
@@ -877,6 +902,27 @@ public function internal_note_reply_does_not_send_notification_to_ticket_owner()
         Notification::assertNotSentTo($user, SupportTicketReplied::class);
     }
 
+    #[Test]
+    public function ticket_owner_does_not_receive_notification_for_own_reply(): void
+    {
+        Notification::fake();
+
+        $admin = User::factory()->create(['is_admin' => true]);
+        $ticket = SupportTicket::factory()->create(['user_id' => $admin->id]);
+
+        Livewire::actingAs($admin)
+            ->test(TicketRepliesWidget::class, ['record' => $ticket])
+            ->set('newMessage', 'Replying to my own ticket.')
+            ->call('sendReply');
+
+        $this->assertDatabaseHas('replies', [
+            'support_ticket_id' => $ticket->id,
+            'message' => 'Replying to my own ticket.',
+        ]);
+
+        Notification::assertNotSentTo($admin, SupportTicketReplied::class);
+    }
+
     #[Test]
     public function support_ticket_replied_notification_contains_correct_mail_content(): void
     {
@@ -892,9 +938,14 @@ public function support_ticket_replied_notification_contains_correct_mail_conten
 
         $notification = new SupportTicketReplied($ticket, $reply);
         $mail = $notification->toMail($user);
+        $rendered = $mail->render()->toHtml();
 
-        $this->assertStringContainsString('Login issue', $mail->subject);
+        $this->assertStringContainsString($ticket->mask, $mail->subject);
+        $this->assertStringNotContainsString('Login issue', $mail->subject);
         $this->assertStringContainsString('Hi Jane', $mail->greeting);
+        $this->assertStringContainsString('log in to your dashboard', $rendered);
+        $this->assertStringContainsString('do not reply to this email', $rendered);
+        $this->assertStringNotContainsString('We have fixed the login issue', $rendered);
     }
 
     #[Test]