Improve ticket status handling for agent replies via email

helpdesk/helpdesk/doctype/hd_ticket/hd_ticket.py

@@ -876,23 +876,55 @@ def on_communication_update(self, c):
         # be reopened.
         # handle re opening tickets for email
         if c.sent_or_received == "Received":
-            # check if agent has replied
-
-            if self.has_agent_replied:
-                self.status = self.ticket_reopen_status
+             # Check if sender is an agent (agent replying via email)
+            sender_is_agent = is_agent(c.sender)
+
+            if sender_is_agent:
+                # Agent replying via email - treat as helpdesk panel response
+                # Set first response date from communication timestamp if not set already
+                if not self.first_responded_on:
+                    # Use communication_date if available, otherwise use current time
+                    self.first_responded_on = c.communication_date or frappe.utils.now_datetime()
+
+                # If ticket is not resolved, change status to "Replied" or configured status
+                if self.status_category != "Resolved":
+                    # TODO: remove this feature once we add automation feature
+                    if frappe.db.get_single_value("HD Settings", "auto_update_status"):
+                        self.status = frappe.db.get_single_value(
+                            "HD Settings", "update_status_to"
+                        )
+                    else:
+                        self.status = "Replied"
             else:
-                self.status = self.default_open_status
+                # Customer reply - reopen ticket
+                if self.has_agent_replied:
+                    self.status = self.ticket_reopen_status
+                else:
+                    self.status = self.default_open_status
         # If communication is outgoing, it must be a reply from agent
         if c.sent_or_received == "Sent":
-            # Set first response date if not set already
-            self.first_responded_on = (
-                self.first_responded_on or frappe.utils.now_datetime()
-            )
-
-            # TODO: remove this feature once we add automation feature
-            if frappe.db.get_single_value("HD Settings", "auto_update_status"):
-                self.status = frappe.db.get_single_value(
-                    "HD Settings", "update_status_to"
+            # Check if sender is an agent
+            sender_is_agent = is_agent(c.sender)
+
+            if sender_is_agent:
+                # Set first response date from communication timestamp if not set already
+                if not self.first_responded_on:
+                    # Use communication_date if available, otherwise use current time
+                    self.first_responded_on = c.communication_date or frappe.utils.now_datetime()
+
+                # If ticket is not resolved, change status to "Replied" or configured status
+                if self.status_category != "Resolved":
+                    # TODO: remove this feature once we add automation feature
+                    if frappe.db.get_single_value("HD Settings", "auto_update_status"):
+                        self.status = frappe.db.get_single_value(
+                            "HD Settings", "update_status_to"
+                        )
+                    else:
+                        self.status = "Replied"
+            else:
+                # Non-agent outgoing communication
+                self.first_responded_on = (
+                    self.first_responded_on or frappe.utils.now_datetime()
                 )
 
         # Fetch description from communication if not set already. This might not be needed

helpdesk/helpdesk/doctype/hd_ticket/test_hd_ticket.py

@@ -576,6 +576,101 @@ def test_resolve_closed_resolution_time(self):
             ticket.save()
             self.assertEqual(ticket.resolution_time, 30 * 60)
 
+    def test_agent_reply_via_communication(self):
+        """
+        Test that when an agent replies via communication:
+        1. first_responded_on is set from communication timestamp
+        2. status changes to "Replied" if ticket is not resolved
+        3. Works for both Sent (panel) and Received (email) communications
+        """
+        # Create a ticket
+        ticket = frappe.get_doc(get_ticket_obj())
+        ticket.insert()
+
+        # Ensure first_responded_on is not set
+        self.assertIsNone(ticket.first_responded_on)
+
+        # Test 1: Agent replying via email (Received)
+        communication_email = frappe.get_doc({
+            "doctype": "Communication",
+            "communication_type": "Communication",
+            "communication_medium": "Email",
+            "sent_or_received": "Received",
+            "sender": agent,
+            "content": "Agent reply via email to ticket",
+            "reference_doctype": "HD Ticket",
+            "reference_name": ticket.name,
+            "subject": f"Re: {ticket.subject}",
+        })
+        communication_email.insert(ignore_permissions=True)
+
+        # Reload ticket and verify
+        ticket.reload()
+        self.assertIsNotNone(ticket.first_responded_on)
+        self.assertEqual(ticket.status, "Replied")
+
+        # Test 2: Agent replying via panel (Sent) - subsequent reply
+        ticket.reload()
+        ticket.status = "Open"
+        ticket.save()
+
+        communication_panel = frappe.get_doc({
+            "doctype": "Communication",
+            "communication_type": "Communication",
+            "communication_medium": "Email",
+            "sent_or_received": "Sent",
+            "sender": agent,
+            "content": "Agent reply via panel",
+            "reference_doctype": "HD Ticket",
+            "reference_name": ticket.name,
+            "subject": f"Re: {ticket.subject}",
+        })
+        communication_panel.insert(ignore_permissions=True)
+
+        ticket.reload()
+        self.assertEqual(ticket.status, "Replied")
+
+        # Test 3: Customer reply after agent reply (Received from non-agent)
+        ticket.reload()
+        customer_communication = frappe.get_doc({
+            "doctype": "Communication",
+            "communication_type": "Communication",
+            "communication_medium": "Email",
+            "sent_or_received": "Received",
+            "sender": non_agent,
+            "content": "Customer reply",
+            "reference_doctype": "HD Ticket",
+            "reference_name": ticket.name,
+            "subject": f"Re: {ticket.subject}",
+        })
+        customer_communication.insert(ignore_permissions=True)
+
+        ticket.reload()
+        # Status should change to reopen status for customer reply
+        self.assertNotEqual(ticket.status, "Replied")
+
+        # Test 4: Resolved tickets don't change to Replied
+        ticket.reload()
+        ticket.status = "Resolved"
+        ticket.save()
+
+        communication_resolved = frappe.get_doc({
+            "doctype": "Communication",
+            "communication_type": "Communication",
+            "communication_medium": "Email",
+            "sent_or_received": "Received",
+            "sender": agent,
+            "content": "Agent reply after resolved",
+            "reference_doctype": "HD Ticket",
+            "reference_name": ticket.name,
+            "subject": f"Re: {ticket.subject}",
+        })
+        communication_resolved.insert(ignore_permissions=True)
+
+        ticket.reload()
+        # Status should remain Resolved, not change to Replied
+        self.assertEqual(ticket.status, "Resolved")
+
     def tearDown(self):
         remove_holidays()
         frappe.db.set_single_value("HD Settings", "default_ticket_status", "Open")