prepare(
'SELECT t.*, p.name AS priority_name, p.color AS priority_color, d.name AS department_name
FROM tickets t
JOIN priorities p ON p.id = t.priority_id
JOIN departments d ON d.id = t.department_id
WHERE t.ticket_number = ?'
);
$stmt->execute([$number]);
$ticket = $stmt->fetch();
if (!$ticket) {
flash('error', 'Dieses Ticket wurde nicht gefunden.');
redirect('/home.php');
}
$user = current_user();
if (verify_ticket_access_token((int) $ticket['id'], (string) ($_GET['token'] ?? ''))) {
if ($user) {
claim_ticket_for_customer($pdo, (int) $ticket['id'], $user);
}
$_SESSION['guest_ticket_access'][$ticket['ticket_number']] = true;
session_write_close();
redirect('/ticket_view.php?n=' . urlencode($ticket['ticket_number']));
}
$allowed = ($user && $ticket['user_id'] == $user['id'])
|| !empty($_SESSION['guest_ticket_access'][$ticket['ticket_number']]);
if (!$allowed) {
flash('error', 'Bitte melden Sie sich an oder bestätigen Sie Ihre E-Mail-Adresse, um dieses Ticket zu sehen.');
redirect('/ticket_lookup.php?n=' . urlencode($number));
}
$errors = [];
if ($_SERVER['REQUEST_METHOD'] === 'POST') {
// Ticket-Bewertung (auch bei geschlossenem Ticket erlaubt)
if (($_POST['action'] ?? '') === 'rate_ticket') {
verify_csrf();
$rating = (int)($_POST['rating'] ?? 0);
$comment = trim($_POST['rating_comment'] ?? '');
if ($rating >= 1 && $rating <= 5 && get_setting('ticket_ratings_enabled', '1') === '1') {
$ratingSql = $pdo->getAttribute(PDO::ATTR_DRIVER_NAME) === 'sqlite'
? 'INSERT INTO ticket_ratings (ticket_id, user_id, rating, comment, created_at) VALUES (?,?,?,?,?)
ON CONFLICT(ticket_id) DO UPDATE SET
user_id=excluded.user_id, rating=excluded.rating,
comment=excluded.comment, created_at=excluded.created_at'
: 'INSERT INTO ticket_ratings (ticket_id, user_id, rating, comment, created_at) VALUES (?,?,?,?,?)
ON DUPLICATE KEY UPDATE
user_id=VALUES(user_id), rating=VALUES(rating),
comment=VALUES(comment), created_at=VALUES(created_at)';
$pdo->prepare($ratingSql)
->execute([$ticket['id'], $user['id'] ?? null, $rating, $comment ?: null, db_now()]);
flash('success', 'Vielen Dank für Ihre Bewertung!');
}
redirect('/ticket_view.php?n=' . urlencode($ticket['ticket_number']));
}
}
if ($_SERVER['REQUEST_METHOD'] === 'POST' && !in_array($ticket['status'], ['closed'])) {
verify_csrf();
$message = trim($_POST['message'] ?? '');
if ($message === '') {
$errors[] = 'Bitte geben Sie eine Nachricht ein.';
} else {
$now = db_now();
$stmt = $pdo->prepare(
'INSERT INTO ticket_threads (ticket_id, author_type, user_id, message, is_internal_note, created_at)
VALUES (?,?,?,?,0,?)'
);
$stmt->execute([$ticket['id'], 'customer', $user['id'] ?? null, $message, $now]);
$threadId = (int) $pdo->lastInsertId();
if (!empty($_FILES['attachments']['name'][0])) {
$uploadResults = handle_ticket_uploads_multi($_FILES['attachments']);
foreach ($uploadResults as $up) {
if (isset($up['error'])) {
$errors[] = $up['error'];
} else {
$pdo->prepare('INSERT INTO ticket_attachments (thread_id, original_name, stored_name, filesize, created_at) VALUES (?,?,?,?,?)')
->execute([$threadId, $up['original_name'], $up['stored_name'], $up['filesize'], $now]);
}
}
}
// Ein Kunden-Reply auf ein beantwortetes Ticket setzt den Status zurück auf "Offen"
$wasReopened = in_array($ticket['status'], ['answered', 'resolved', 'pending']);
$newStatus = $wasReopened ? 'open' : $ticket['status'];
$stmt = $pdo->prepare('UPDATE tickets SET status = ?, updated_at = ? WHERE id = ?');
$stmt->execute([$newStatus, $now, $ticket['id']]);
ticket_sla_status_transition($pdo, (int) $ticket['id'], (string) $ticket['status'], $newStatus);
log_activity($pdo, $ticket['id'], null, 'Kunde hat geantwortet');
if ($wasReopened) {
log_activity($pdo, $ticket['id'], null, 'Ticket wieder geöffnet');
}
notify_new_reply_channels($ticket, $message);
webhook_dispatch($pdo, 'ticket.replied', (int) $ticket['id'], ['author' => 'customer']);
if ($newStatus !== $ticket['status']) webhook_dispatch($pdo, 'ticket.status_changed', (int) $ticket['id'], ['previousStatus' => $ticket['status']]);
flash('success', 'Ihre Antwort wurde übermittelt.');
redirect('/ticket_view.php?n=' . urlencode($number));
}
}
// Thread laden
$stmt = $pdo->prepare(
"SELECT tt.*, s.name AS staff_name, u.name AS user_name
FROM ticket_threads tt
LEFT JOIN staff s ON s.id = tt.staff_id
LEFT JOIN users u ON u.id = tt.user_id
WHERE tt.ticket_id = ? AND tt.is_internal_note = 0
ORDER BY tt.created_at ASC"
);
$stmt->execute([$ticket['id']]);
$thread = $stmt->fetchAll();
// Anhänge je Thread-Eintrag
$attStmt = $pdo->prepare('SELECT * FROM ticket_attachments WHERE thread_id = ?');
// Individuelle Felder, die bei der Ticket-Erstellung ausgefüllt wurden
$fieldStmt = $pdo->prepare(
"SELECT cf.label, cf.field_type, v.value FROM ticket_field_values v
JOIN custom_fields cf ON cf.id = v.custom_field_id
WHERE v.ticket_id = ? ORDER BY cf.sort_order, cf.label"
);
$fieldStmt->execute([$ticket['id']]);
$customFieldValues = $fieldStmt->fetchAll();
$pageTitle = "Ticket #{$ticket['ticket_number']}";
$activePage = 'dashboard';
require __DIR__ . '/includes/header_customer.php';
[$statusLabel, $statusColor] = status_label($ticket['status']);
?>
· erstellt am
Ticket dauerhaft in Ihrem Konto speichern?
Melden Sie sich an oder erstellen Sie ein Konto mit derselben E-Mail-Adresse. Dieses Ticket bleibt in diesem Browser freigeschaltet und kann danach in „Meine Tickets“ hinzugefügt werden.
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Konto erstellen
execute([$msg['id']]);
$attachments = $attStmt->fetchAll();
$isStaff = $msg['author_type'] === 'staff';
?>
Dieses Ticket ist geschlossen. Bei weiteren Fragen erstellen Sie bitte ein neues Ticket.
prepare('SELECT * FROM ticket_ratings WHERE ticket_id=?');
$rs->execute([$ticket['id']]);
$existingRating = $rs->fetch();
}
if ($ratingsEnabled):
?>
Danke für Ihre Bewertung!
Wie zufrieden waren Sie mit der Bearbeitung?