{% extends "@UVDeskCoreFramework//Templates//layout.html.twig" %}

{% block title %}{{ '#' ~ ticket.id ~ ' ' ~ ticket.subject }}{% endblock %}

{% block templateCSS %}
    <style>
        .uv-inner-section .uv-view .uv-ticket-note-agent .uv-ticket-main-rt {
            padding: 15px;
            margin-bottom: 10px;
            background-color: #E3F2FD;
            border: 1px solid #42a5f5;
            position: relative;
        }

        .uv-inner-section .uv-view .uv-ticket-note-agent .uv-ticket-main-rt::before,
        .uv-inner-section .uv-view .uv-ticket-note-agent .uv-ticket-main-rt::after { 
            border-bottom: solid 1px #42a5f5;
            border-right: solid 1px #42a5f5;
            border-left: solid 1px #42a5f5;
        }

        .uv-inner-section .uv-view .uv-ticket-note-agent .uv-ticket-main-rt::before {
            content: "";
            position: absolute;
            top: 0px;
            bottom: -4px;
            left: 2px;
            right: 2px;
            z-index: -1;
            background-color: #FFFFFF;
        }

        .uv-inner-section .uv-view .uv-ticket-note-agent .uv-ticket-main-rt::after {
            content: "";
            position: absolute;
            top: 0px;
            bottom: -7px;
            left: 6px;
            right: 6px;
            z-index: -2;
        }

        .uv-aside-ticket-labels.label-list-block .uv-btn-label {
            cursor: pointer;
        }
        .uv-main-info-update-block .uv-element-block {
            margin: 10px 0px !important;
        }
        .uv-tab-ellipsis {
            position: relative;
        }
        .uv-inner-section .uv-view .uv-ticket-section .uv-ticket-accordion .uv-ticket-wrapper {
            display: block;
        }
        .uv-element-block.cc-bcc .uv-dropdown-container {
            padding: 10px 20px 10px 20px;
        }
        .uv-action-buttons .uv-dropdown-list ul li {
            padding: 5px 0px !important;
        }
        .uv-action-buttons{
            margin-bottom: 40px !important;
        }
        .uv-ticket-reply .uv-element-block-textarea, .thread-edit-container .uv-element-block-textarea {
            width: 100% !important;
            max-width: 100% !important;
        }
        .thread-edit-container .uv-field-message {
            color: #FF5656 !important;
        }
        .uv-element-block .mce-tinymce {
            margin-top: 10px;
        }
        .uv-ticket-reply .uv-element-block-textarea .uv-field-message, .thread-edit-container .uv-element-block-textarea .uv-field-message {
            margin-top: 15px;
        }
        .thread-edit-container {
            margin-top: 10px;
        }
        .uv-ticket-viewer-bar{
            transition: 0.2s cubic-bezier(0.4, 0, 0.2, 1);
            position: relative;
            overflow: hidden;
            height: 0px;
        }
        .uv-ticket-viewer-bar.active {
            height: 50px;
            margin-bottom: 10px;
            border-bottom: 1px dotted #f97278;
        }
        .uv-ticket-viewer-single {
            display: inline-block;
            margin-right: 5px;
        }
        .uv-ticket-viewer-single img {
            width: 40px;
            border-radius: 3px;
            display: inline-block;
            vertical-align: middle;
        }
        .uv-ticket-viewer-single.uv-first {
            width: 40px;
            height: 40px;
            background-image: linear-gradient(to right, #f97278 0%, #f181bf 100%);
            text-align: center;
            vertical-align: top;
            line-height: 30px;
            border-radius: 20px;
        }
        .uv-ticket-viewer-close {
            position: absolute;
            top: 0px;
            width: 40px;
            height: 40px;
            background: #f1f1f1;
            text-align: center;
            line-height: 35px;
            border-radius: 2px;
            opacity: .6;
            text-indent: 6px;
        }
        .uv-ticket-viewer-list {
            display: inline;
        }
        span.viewer-firstletter.img-thumbnail {
            width: 40px;
            height: 40px;
            display: block;
            text-align: center;
            font-size: 20px;
            font-style: italic;
            border: 1px dotted;
            border-radius: 4px;
            line-height: 35px;
        }
        .uv-ticket-viewer-close {
            display:none;
        }
        .uv-ticket-viewer-single:hover .uv-ticket-viewer-close {
            display: block;
        }
        .uv-hide{
            display: none;
        }
        .uv-info {
            background: #7C70F4;
        }
        .uv-ticket-viewer-list .uv-icon-eye-light{
            animation: jelly 0.8s infinite alternate ease-in-out;
        }
        .uv-aside-brick .uv-loader {
            position: absolute;
            transform: scale(0.5);
            top: 22px;
            right: 45px;
        }
        .uv-app-glyph-customfields {
            width: 20px;
            height: 20px;
            background-position: center center;
            background-repeat: no-repeat;
            cursor: pointer;
            display: inline-block;
            vertical-align: middle;
            margin: 5px 0px 5px 10px;
            background-image: url("{{ asset('bundles/uvdeskcoreframework/images/app-glyph-custom.svg') }}");
        }
        .uv-no-threads {
            padding: 80px 20px;
            text-align: center;
        }
        .uv-ticket-strip-label {
            position: relative;
        }
        input.input-copy-thread-link {
            position: absolute;
            bottom: 10px;
            width: 400px;
        }
        .uv-ticket-action-bar-fixed {
            position: fixed;
            width: 100%;
            background: #fff;
            z-index: 999;
        }
        .uv-ticket-action-bar-fixed .uv-ticket-action-bar-rt {
            position: fixed;
            right: 0px;
            margin-top: 10px;
        }
        .uv-ticket-action-bar-fixed + .uv-ticket-viewer-bar {
            margin-top: 70px;
        }
        .uv-ticket-main {
            word-wrap: break-word;
        }
        @media only screen and (max-width: 900px) {
            .uv-ticket-action-bar-fixed{
                position: relative;
            }
            .uv-ticket-action-bar-fixed + .uv-ticket-viewer-bar {
                margin-top: 0px;
            }
            .uv-ticket-action-bar-fixed .uv-ticket-action-bar-rt {
                position: relative;
            }
        }
        .uv-icon-pin {
            width: 18px;
            height: 18px;
            display: inline-block;
            vertical-align: middle;
            background-image: url("{{ asset('bundles/uvdeskcoreframework/images/uvdesk-sprite.svg') }}");
            background-position: 0px -396px;
            transition: transform .15s;
            transform: scale(1);
        }
        .uv-icon-pinned {
            background-position: -19px -396px;
        }
        .uv-header-fix{
            display: inline-block;
            margin: 0px 10px 0px 5px;
        }
        .uv-header-fix + .uv-tabs {
            display: inline-block;
        }
        .uv-ticket-section span.uv-mail-status {
            width: 16px;
            height: 16px;
            background: url('../../../../../bundles/webkuldefault/images/mail-status.png');
            cursor: help;
        }
        .uv-ticket-section .uv-mail-status.uv-mail-processed {
            background-position: 0 0;
        }
        .uv-ticket-section .uv-mail-status.uv-mail-open,.uv-ticket-section .uv-mail-status.uv-mail-delivered,.uv-ticket-section .uv-mail-status.uv-mail-click {
            background-position: -38px 0;
        }
        .uv-ticket-section .uv-mail-status.uv-mail-spam,.uv-ticket-section .uv-mail-status.uv-mail-deferred,.uv-ticket-section .uv-mail-spamreport {
            background-position: -55px 0;
        }
        .uv-ticket-section .uv-mail-status.uv-mail-bounce,.uv-ticket-section .uv-mail-status.uv-mail-dropped {
            background-position: -73px 0;
        }
        @media only screen and (max-width: 1480px) {
            .uv-inner-section .uv-view .uv-ticket-action-bar-fixed.uv-ticket-action-bar .uv-ticket-action-bar-rt{
                width: auto;
            }
        }
        @media only screen and (max-width: 1300px) {
            .uv-header-fix{
                margin: 0px 10px 0px 10px;
            }
        }

        @media only screen and (max-width: 900px) {
            .uv-ticket-action-bar-fixed{
                position: relative;
            }
            .uv-ticket-action-bar-fixed + .uv-ticket-viewer-bar {
                margin-top: 0px;
            }
            .uv-ticket-action-bar-fixed .uv-ticket-action-bar-rt {
                position: relative;
            }
            .uv-inner-section .uv-view .uv-ticket-action-bar.uv-ticket-action-bar-fixed .uv-ticket-action-bar-lt{
                width: 70%;
            }
            .uv-inner-section .uv-view .uv-ticket-action-bar.uv-ticket-action-bar-fixed .uv-ticket-action-bar-rt {
                width: 21%;
                padding-right: 33px;
            }
            .uv-header-fix {
                display: none;
            }
        }

        .uv-inner-section .uv-view .uv-ticket-scroll-region {
            margin-bottom: 0px;
        }

        .uv-inner-section .uv-view .uv-ticket-action-bar.uv-ticket-action-bar-fixed .uv-ticket-action-bar-rt {
            width: 21%;
            padding-right: 33px;
        }
        @media print {
            .uv-navbar,.uv-ticket-action-bar, .uv-sidebar, .uv-aside>.uv-aside-brick, .uv-aside-back, .uv-ticket-fixed-region, .uv-ticket-main.uv-ticket-reply, .uv-upload-actions, .uv-filter-view, .uv-dropdown-list>.uv-dropdown-container,.uv-notifications-wrapper,.uv-pop-up-overlay,.uv-loader-view, .uv-loader, .uv-navbar,.uv-ticket-count-wrapper {
                display: none !important;
            }
            .uv-ticket-scroll-region {
                overflow: visible;
                margin-bottom: 0 !important;
            }
            .uv-paper {
                padding-left: 0px !important; /* uv-view */
            }
            .uv-wrapper {
                left: 0 !important;
                margin: 0 !important;
            }
            .uv-inner-section .uv-view .uv-ticket-scroll-region  .uv-ticket-main-rt {
                width: 80%;
            }
            .uv-paper,.uv-view ,.uv-ticket-scroll-region, .uv-wrapper {
                position: initial !important;
            }
        }

        .uv-ticket-action-bar-rt .app-glyph {
            display: inline-block;
            vertical-align: middle;
            margin-right: 10px;
            cursor: pointer;
            height: 20px;
            width: 20px;
        }

        .uv-ticket-action-bar-rt .app-glyph:last-child {
            margin-right: 0px;
        }

        blockquote {
            background: #f9f9f9;
            border-left: 4px solid #ccc;
            margin: 1.5em 10px;
            padding: 0.5em 10px;
            quotes: "\201C""\201D""\2018""\2019";
        }

        blockquote:before {
            color: #ccc;
            content: open-quote;
            font-size: 3em;
            line-height: 0.1em;
            margin-right: 0.05em;
            vertical-align: -0.4em;
        }

        blockquote p {
            display: inline;
        }

        .uv-dropdown-list ul li {
            padding : 8px 0px !important;
        }

        ::-webkit-scrollbar {
            width: 6px;
        }
        ::-webkit-scrollbar-track {
            -webkit-box-shadow: inset 0 0 6px rgba(0,0,0,0.3);
        }
        ::-webkit-scrollbar-thumb {
            -webkit-box-shadow: inset 0 0 6px rgba(0,0,0,0.3);
        }

        .uv-aside-select.search .uv-dropdown-list.uv-bottom-left, .uv-aside-select .uv-dropdown-list.uv-bottom-right {
            top: 25px;
            width: 100%;
        }

        .uv-aside-select.search .uv-dropdown-list ul {
            padding: 0px 10px;
        }

        .uv-aside-select.search .uv-dropdown-container {
            padding: 8px 10px 4px;
            overflow-y: auto;
            max-height: 280px;
            border-bottom: solid 1px #D3D3D3;
        }

        .uv-aside-select.search .uv-dropdown-list ul.uv-agents-list li {
            border-bottom: solid 1px #D3D3D3;
            border-top:0px;
        }

        .uv-search-inline {
            width: 100%;
        }

        .uv-dropdown-list ul.uv-search-list li:first-child {
            border-top: none;
        }

        .uv-search-sm input.uv-search-field { 
           border: solid 1px #B1B1AE;
           border-radius: 3px;
           color: #333333;
           font-size: 15px;
           box-sizing: border-box;
           padding: 7px 10px 9px 33px;
           width: 100%;
        }

        {# Agent access details css start #}
        .uv-pop-up-body {
            padding: 15px 0 0 0 !important;
        }

        .uv-quick-view-trigger {
            width: 18px !important;
            background-position: -14px 210px !important;
        }
        #quick-view-modal .uv-view {
            padding: 0;
            overflow-y: visible;
            display: inline-block;
            position: relative;
        }
        #quick-view-modal .uv-view .uv-ticket-section {
            margin-top: 0;
        }
        #quick-view-modal .uv-ticket-head {
            padding: 5px 0px 0px 0px;
        }
        #quick-view-modal .uv-ticket-strip {
            padding-bottom: 0;
        }
        #quick-view-modal .uv-ticket-strip .uv-btn-tag {
            margin-bottom: 0;
        }
        #quick-view-modal .quick-view-navigation {
            position: absolute;
            right: 50px;
            top: 9px;
        }
        #quick-view-modal .quick-view-navigation ~ a {
            width: calc(100% - 100px);
            display: inline-block;
        }
        #quick-view-modal .uv-btn-tag[disabled="disabled"] {
            opacity: .4;
            cursor: not-allowed;
            border-color: #B1B1AE !important;
        }
        #quick-view-modal .uv-loader {
            transform: scale(0.5);
            top: 14px;
            right: 60px;
        }

        .uv-grid-item h3 {
            font-weight: bold;
            margin-bottom: 10px;
        }

        .uv-grid-item {
            margin-bottom: 8px;
            background-color: white;
            padding: 10px 20px;
            border-radius: 8px;
        }

        .uv-inner-section .uv-view p:first-of-type {
            margin-top: 0 !important;
        }

        .uv-grid-item h3 {
            font-family: 'Source Sans Pro', sans-serif;
            font-size: 18px;
            font-weight: 600;
            margin-bottom: 10px;
            color: #333;
        }
        .uv-agent-details-section {
            display: none;
        }
        .uv-agent-details {
            display: grid;
            list-style-type: none;
            padding-left: 10px;
            margin: 0;
            grid-template-columns: repeat(2, 1fr);
        }
        .uv-accordian-sec {
            display: flex;
            justify-content: space-between;
        }

        .uv-agent-details li, .uv-agent-details p {
            margin: 2px 0;
            padding-left: 15px;
            position: relative;
            text-transform: uppercase;
            font-size: 15px !important;
        }

        .uv-grid-item:last-child {
            margin-bottom: 0;
        }

        .uv-agent-details li::before {
            content: "•";
            font-size: 1rem;
            position: absolute;
            left: 0;
            top: -2px;
        }

        .uv-rt-accordian {
            display: flex;
            align-items: center;
        }

        .uv-accordian-icon {
            width: 12px;
            height: 12px;
            display: inline-block;
            background-color: transparent;
            position: relative;
            margin-right: 10px;
            cursor: pointer;
        }
        .uv-accordian-icon::before {
            content: '';
            border: solid #B1B1AE;
            border-width: 0 2px 2px 0;
            display: inline-block;
            padding: 4px;
            transform: rotate(45deg);
            transition: transform 0.3s ease;
        }
        .uv-accordian-icon.up::before {
            transform: rotate(-135deg); /* Up arrow */
        }

        .uv-ticket-head {
            font-family: 'Source Sans Pro', sans-serif;
        }

        @media (max-width: 768px) {
            .uv-grid-container {
                grid-template-columns: 1fr;
                gap: 20px;
            }
        }

        .uv-pop-up-box h2 {
            font-size: 20px !important;
        }

        .uv-pop-up-box .uv-pop-up-close {
            top : 30px !important;
            right: 28px !important;
        }

        .uv-pop-up-wide {
            background: #f4f6f9 !important;
            margin-left: -17% !important;
            border-radius: 10px;
            /* width: 700px; */
            max-width: 50% !important;
        }

        .uv-grid-item-count h4 {
            background: #f4f6f9;
            color: #333333;
            font-weight: 500;
            font-size: 15px;
            padding: 4px 8px;
            border-radius: 6px;
            margin-right: 15px;
        }
        {# Agent details css end #}

        {% if ticketRating %}
            {# Kudos Rating related CSS #}
            .uv-icon-kudos-rating {
                background-image: url("{{ asset('bundles/uvdeskcoreframework/images/ticket-rating-white-star.svg') }}");
                width: 14px;
                height: 13px;
                margin-left: 1px;
                background-size: contain;
                background-repeat: no-repeat;
            }

            .ticket-rating-common {
                display: flex !important;
                padding: 4px 5px;
                border-radius: 4px;
                justify-content: center;
                align-items: center;
            }

            .ticket-rating-1 {
                background: #FF5656;
            }
            
            .ticket-rating-2 {
                    background: #FF5656;
                }

            .ticket-rating-3 {
                    background: #FFA500;
                }

            .ticket-rating-4 {
                    background: #68CB47;
                }

            .ticket-rating-5 {
                    background: #68CB47;
                }

            .uv-icon-kudos-rating-label {
                    color: white !important;
                    font-family: 'Source Sans Pro';
                    font-size: 15px !important;
                    font-weight: 600;
                    line-height: 18.34px;
                    text-align: center;
                    margin-left: -8px;
                    margin-right: 1px !important;
            }
            {# Kudos Rating related CSS end #}
        {% endif %}

        {# public link access #}
        .ticket-public-resource-access-link {
            overflow: hidden;
            display: none;
            align-items: center;
            border: 1px solid #e5e5e5;
            border-radius: 4px;
            font-size: 14px;
        }

        .ticket-public-resource-access-link.visible {
            display: flex;
        }

        .ticket-public-resource-access-link .resource-link {
            overflow: hidden;
            text-overflow: ellipsis;
            text-wrap: nowrap;
            padding: 8px 10px;
            border-right: 1px solid #e5e5e5;
        }

        .ticket-public-resource-access-link .copy-resource-link-to-clipboard {
            padding: 8px 10px;
            cursor: pointer;
            background: #e9e9e9;
        }
        {# public link access #}
        
    </style>
{% endblock %}
{% block pageContent %}

    <!-- Quick View popup -->
    <div class="uv-pop-up-overlay" id="quick-view-modal">
        <div class="uv-pop-up-box uv-pop-up-wide">
        </div>
    </div>
    <!-- //Quick View popup -->

    <div class="uv-inner-section">
        {# Ticket Sidebar #}
        <div class="uv-aside" {% if app.request.cookies and app.request.cookies.get('uv-asideView') %}style="display: none;"{% endif %} >
            <div class="uv-main-info-block">
                <div class="uv-aside-head">
                    <div class="uv-aside-title">
                        <h6>{{ 'Ticket'|trans }} #{{ ticket.id }}</h6>
                    </div>
                    <div class="uv-aside-back">
                        <span onclick="history.length > 1 ? history.go(-1) : window.location = '{{ path("helpdesk_member_ticket_collection") }}';">{{ 'Back'|trans }}</span>
                    </div>
                </div>

                {# Ticket Information #}
                <div class="uv-aside-brick">
                    {# Customer Details #}
                    <div class="uv-aside-customer-block">
                        <h3>{{ 'Customer Information'|trans }}</h3>
                        <div class="uv-aside-avatar">
                            {% if customer.thumbnail %}
                                <img src="{{ app.request.scheme ~'://' ~ app.request.httpHost ~ asset('') }}{{ customer.thumbnail }}">
                            {% else %}
                                <img src="{{ asset(default_customer_image_path) }}">
                            {% endif %}
                        </div>

                        <div class="uv-aside-customer-info">
                            <div style="display: flex; align-items: center; gap: 4px;">
                                <span>{{ customer.name }}</span>
                                {% if ticket_service.getUserPresenceStatus %}
                                    {% if customer.isOnline %}
                                        <span title="Last Login: {{ customer.lastLogin }}" style="cursor:pointer; color: green; font-size: 15px;">●</span>
                                    {% else %}
                                        <span title="Last Login: {{ customer.lastLogin }}" style="cursor:pointer; color: red; font-size: 15px;">●</span>
                                    {% endif %}
                                {% endif %}

                            </div>
                            <span>{{ customer.email }}</span>
                            {% if customer.contactNumber %}
                                <span>{{ customer.contactNumber }}</span>
                            {% endif %}

                            {% if user_service.isAccessAuthorized('ROLE_AGENT_MANAGE_CUSTOMER') %}
                                <span class="uv-customize" data-toggle="tooltip" title="Edit Customer Information"></span>
                            {% endif %}
                        </div>
                    </div>

                    {# Ticket Details #}
                    <div class="uv-aside-ticket-block">
                        <div class="uv-aside-ticket-brick">
                            <h3>{{ 'Total Replies'|trans }}</h3>
                            <span class="uv-icon-replies"></span> <span>{{ totalReplies }}</span>
                        </div>

                        <div class="uv-aside-ticket-brick">
                            <h3>{{ 'TimeStamp'|trans }}</h3>
                            <span class="uv-icon-timestamp"></span> <span>{{ ticket_service.timeZoneConverter(ticket.createdAt) }}</span>
                        </div>

                        <div class="uv-aside-ticket-brick">
                            <h3>{{ 'Channel'|trans }}</h3>
                            {% if ticket.source == 'email' %}
                                <span class="uv-icon-channel uv-channel-email"></span> <span>{{ 'Email'|trans }}</span>
                            {% elseif ticket.source == 'formbuilder' %}
                                <span class="uv-icon-channel uv-channel-form"></span> <span>{{ 'Formbuilder'|trans }}</span>
                            {% elseif ticket.source == 'api' %}
                                <span class="uv-icon-channel uv-channel-api"></span> <span>{{ 'Api'|trans }}</span>
                            {% else %}
                                <span class="uv-icon-channel uv-channel-web"></span> <span>{{ 'Website'|trans }}</span>
                            {% endif %}
                        </div>

                        <div class="uv-aside-ticket-brick">
                            <h3>{{ 'Booth'|trans }}</h3>
                                <span class="uv-icon-channel uv-channel-email"></span> <span>{{ ticket.getCustomField()}}</span>
                            
                        </div>

                        {# Generate Public Link #}
                        <div class="uv-aside-ticket-brick">
                            <ul style="padding: unset; margin: unset; list-style: none; display: flex; align-items: center; gap: 10px;">
                                <li style="width: 100%;">
                                    <button id="ticket-generate-customer-public-resource-access-link" class="uv-btn-small" title="Allow customer to view ticket publicly without having to login into their dashboard">Generate Public Link</button>
                                    <div id="ticket-public-resource-access-link" class="ticket-public-resource-access-link" style="margin-top: 10px;">
                                        <div class="resource-link"></div>
                                        <div class="copy-resource-link-to-clipboard">Copy</div>
                                    </div>
                                </li>
                            </ul>
                        </div>
                        {# Generate Public Link End #}

                        {# SLA #}
                        {% if user_service.isFileExists('apps/uvdesk/sla') %}
                            {{ include('@UVDeskCoreFramework\\slaSnippet.html.twig') }}
                        {% endif %}
                    </div>
                </div>
            </div>

            {# Edit Customer Info #}
            {% if user_service.isAccessAuthorized('ROLE_AGENT_MANAGE_CUSTOMER') %}
                <div class="uv-main-info-update-block uv-no-error-success-icon" style="display: none">
                    <div class="uv-aside-head">
                        <div class="uv-aside-title"><h6>{{ 'Edit Customer'|trans }}</h6></div>
                        <div class="uv-aside-back"><span>{{ 'Back'|trans }}</span></div>
                    </div>

                    <div class="uv-aside-brick">
                        <form method="post">
                            <input class="uv-field" name="id" type="hidden" value="{{ customer.id }}">

                            <div class="uv-element-block">
                                <label class="uv-field-label">{{ 'Name'|trans }}</label>
                                <div class="uv-field-block">
                                    <input class="uv-field" name="name" type="text" value="{{ customer.name }}">
                                </div>
                            </div>

                            <div class="uv-element-block">
                                <label class="uv-field-label">{{ 'Email'|trans }}</label>
                                <div class="uv-field-block">
                                    <input class="uv-field" name="email" type="text" value="{{ customer.email }}">
                                </div>
                            </div>

                            <div class="uv-element-block">
                                <label class="uv-field-label">{{ 'Contact Number'|trans }}</label>
                                <div class="uv-field-block">
                                    <input class="uv-field" name="contactNumber" type="text" value="{{ customer.contactNumber }}">
                                </div>
                            </div>

                            <div class="uv-action-buttons">
                                <a class="uv-btn update-btn" href="#">{{ 'Update'|trans }}</a>
                                <a class="uv-btn cancel-btn" href="#">{{ 'Cancel'|trans }}</a>
                            </div>

                            <input type="hidden" name="_token" value="{{ csrf_token_generator.refreshToken('') }}"/>
                        </form>
                    </div>
                </div>
            {% endif %}

            
            {# Edit Ticket #}
            <div class="uv-aside-brick">
                <div class="uv-aside-ticket-actions">
                    {# Update Ticket Agent #}
                    <div class="uv-aside-select search">
                        <label class="uv-aside-select-label">{{ 'Agent'|trans }}</label>
                        <div>
                            {% set agentName = ticketAgent ? ticketAgent.name : 'Not Assigned'|trans %}
                            {% if ticket.isTrashed == false and user_service.isAccessAuthorized('ROLE_AGENT_ASSIGN_TICKET') %}
                                <span class="uv-aside-select-value uv-dropdown-other uv-aside-drop-icon" data-id="{{ ticketAgent ? ticketAgent.id : '' }}">{{ agentName }}</span>
                                <div class="uv-dropdown-list uv-bottom-left">
                                    <div class="uv-dropdown-container">
                                        <label>{{ 'Agent'|trans }}</label>
                                        <div class="uv-search-sm">
                                            <input type="text" class="uv-search-field uv-search-inline" placeholder="{{ 'Search'|trans }}">
                                        </div>
                                    </div>

                                    <ul class="uv-agents-list agent" data-action="agent">
                                        {% for agent in user_service.getAgentPartialDataCollection() %}
                                            <li data-index="{{ agent.id }}">
                                                <img src="{{ agent.smallThumbnail != null ? app.request.scheme ~'://' ~ app.request.httpHost ~ asset('') ~ agent.smallThumbnail : asset(default_agent_image_path) }}"/> {{ agent.name }}
                                                {% if ticket_service.getUserPresenceStatus %}
                                                    {% if (agent.isOnline) %}  
                                                            <span title="Online" style="cursor:pointer; color: green; font-size: 15px; vertical-align: middle;">●</span>
                                                        {% else %}  
                                                            <span title="Offline" style="cursor:pointer; color: red; font-size: 15px; vertical-align: middle;">●</span>
                                                    {% endif %}
                                                {% endif %}
                                            </li>
                                        {% endfor %}
                                    </ul>
                                </div>
                            {% else %}
                                <span class="uv-aside-select-value">{{ agentName }}</span>
                            {% endif %}
                        </div>
                    </div>

                    {# Update Ticket Priority #}
                    <div class="uv-aside-select">
                        <label class="uv-aside-select-label">{{ 'Priority'|trans }}</label>
                        <div>
                            <span class="uv-list-ticket-priority" style="background: {{ ticket.priority.colorCode }}"></span>
                            {% if user_service.isAccessAuthorized('ROLE_AGENT_UPDATE_TICKET_PRIORITY') %}
                                <span class="uv-aside-select-value uv-dropdown-other uv-aside-drop-icon" data-id="{{ ticket.priority.id }}">{{ ticket.priority.description|trans }}</span>
                                <div class="uv-dropdown-list uv-bottom-left">
                                    <div class="uv-dropdown-container">
                                        <label>{{ 'Priority'|trans }}</label>
                                        <ul class="priority" data-action="priority">
                                            {% for priority in ticketPriorityCollection %}
                                                <li data-index="{{ priority.id }}" data-color="{{ priority.colorCode }}"><a href="#">{{ priority.description|trans }}</a></li>
                                            {% endfor %}
                                        </ul>
                                    </div>
                                </div>
                            {% else %}
                                <span class="uv-aside-select-value">
                                    {{ ticket.priority.description|trans }}
                                </span>
                            {% endif %}
                        </div>
                    </div>

                    {# Update Ticket Status #}
                    <div class="uv-aside-select">
                        <label class="uv-aside-select-label">{{ 'Status'|trans }}</label>
                        <div>
                            {% if user_service.isAccessAuthorized('ROLE_AGENT_UPDATE_TICKET_STATUS') %}
                                <span class="uv-aside-select-value uv-dropdown-other uv-aside-drop-icon" data-id="{{ ticket.status.id }}">{{ ticket.status.description|trans }}</span>
                                <div class="uv-dropdown-list uv-bottom-left">
                                    <div class="uv-dropdown-container">
                                        <label>{{ 'Status'|trans }}</label>
                                        <ul class="status" data-action="status">
                                            {% for status in ticketStatusCollection %}
                                                <li data-index="{{ status.id }}"><a href="#">{{ status.description|trans }}</a></li>
                                            {% endfor %}
                                        </ul>
                                    </div>
                                </div>
                            {% else %}
                                <span class="uv-aside-select-value">{{ ticket.status.description|trans }}</span>
                            {% endif %}
                        </div>
                    </div>

                    {# Update Ticket Type #}
                    <div class="uv-aside-select search">
                        <label class="uv-aside-select-label">{{ 'Type'|trans }}</label>
                        <div>
                            {% if user_service.isAccessAuthorized('ROLE_AGENT_UPDATE_TICKET_TYPE') %}
                                <span class="uv-aside-select-value uv-dropdown-other uv-aside-drop-icon" data-id="{{ ticket.type ? ticket.type.id : '-- --' }}">{{ ticket.type ? ticket.type.code : 'Not Assigned'|trans }}</span>
                                <div class="uv-dropdown-list uv-bottom-left">
                                    <div class="uv-dropdown-container">
                                        <label>{{ 'Type'|trans }}</label>
                                        <div class="uv-search-sm">
                                            <input type="text" class="uv-search-field uv-search-inline" placeholder="{{ 'Search'|trans }}">
                                        </div>
                                    </div>

                                    <ul class="uv-search-list type" data-action="type">
                                        {% for type in ticket_service.getTypes()  %}
                                            <li data-index="{{ type.id }}"><a href="#">{{ type.name }}</a></li>
                                        {% endfor %}
                                    </ul>
                                </div>
                            {% else %}
                                <span class="uv-aside-select-value">
                                    {{ ticket.type ? ticket.type.code : 'Not Assigned'|trans }}
                                </span>
                            {% endif %}
                        </div>
                    </div>

                    {# Update Ticket Support Group #}
                    <div class="uv-aside-select search">
                        <label class="uv-aside-select-label">{{ 'Group'|trans }}</label>
                        <div>
                            {% if user_service.isAccessAuthorized('ROLE_AGENT_ASSIGN_TICKET_GROUP') %}
                                <span class="uv-aside-select-value uv-dropdown-other uv-aside-drop-icon" data-id="{{ ticket.supportGroup ? ticket.supportGroup.id : '-- --' }}">
                                    {{ ticket.supportGroup ? ticket.supportGroup.name : 'Not Assigned'|trans }}
                                </span>
                                <div class="uv-dropdown-list uv-bottom-left">
                                    <div class="uv-dropdown-container">
                                        <label>{{ 'Group'|trans }}</label>
                                        <div class="uv-search-sm">
                                            <input type="text" class="uv-search-field uv-search-inline" placeholder="{{ 'Search'|trans }}">
                                        </div>
                                    </div>
                                    <ul class="uv-search-list group" data-action="group">
                                        <li data-index=""><a href="#">{{ 'Not Assigned'|trans }}</a></li>

                                        {% for group in supportGroupCollection %}
                                            <li data-index="{{ group.id }}"><a href="#">{{ group.name }}</a></li>
                                        {% endfor %}
                                    </ul>
                                </div>
                            {% else %}
                                <span class="uv-aside-select-value">
                                    {{ ticket.supportGroup ? ticket.supportGroup.name : 'Not Assigned'|trans }}
                                </span>
                            {% endif %}
                        </div>
                    </div>

                    {# Update Ticket Support Team #}
                    <div class="uv-aside-select search">
                        <label class="uv-aside-select-label">{{ 'Team'|trans }}</label>
                        <div>
                            {% if user_service.isAccessAuthorized('ROLE_AGENT_ASSIGN_TICKET_GROUP') %}
                                <span class="uv-aside-select-value uv-dropdown-other uv-aside-drop-icon" data-id="{{ ticket.supportTeam ? ticket.supportTeam.id : '-- --' }}">
                                    {{ ticket.supportTeam ? ticket.supportTeam.name : 'Not Assigned'|trans }}
                                </span>
                                <div class="uv-dropdown-list uv-bottom-left">
                                    <div class="uv-dropdown-container">
                                        <label>{{ 'Team'|trans }}</label>
                                        <div class="uv-search-sm">
                                            <input type="text" class="uv-search-field uv-search-inline" placeholder="{{ 'Search'|trans }}">
                                        </div>
                                    </div>
                                    <ul class="uv-search-list team" data-action="team">
                                        <li data-index=""><a href="#">{{ 'Not Assigned'|trans }}</a></li>
                                        {% for team in supportTeamCollection %}
                                            <li data-index="{{ team.id }}"><a href="#">{{ team.name }}</a></li>
                                        {% endfor %}
                                    </ul>
                                </div>
                            {% else %}
                                <span class="uv-aside-select-value">
                                    {{ ticket.supportTeam ? ticket.supportTeam.name : 'Not Assigned'|trans }}
                                </span>
                            {% endif %}
                        </div>
                    </div>

                    {# Assigned Country #}
                    <div class="uv-aside-select search">
                        <label class="uv-aside-select-label">{{ 'Country'|trans }}</label>

                        <div class="auto_focus">
                            {% if user_service.isAccessAuthorized('ROLE_AGENT_ASSIGN_TICKET_COUNTRY') %}
                                <span class="uv-aside-select-value uv-dropdown-other uv-aside-drop-icon" data-id="{{ ticket.country ? ticket.country : '-- --' }}">
                                    {% for key, selectedCountry in user_service.getCountries() %}
                                        {% if (ticket.country) and (ticket.country == key) %}
                                           {{ selectedCountry }}
                                        {% endif %}
                                    {% endfor %}

                                    {% if (ticket.country == '') or (ticket.country == null) %}
                                        {{ 'Not Assigned'|trans }}
                                    {% endif %}
                                </span>

                                <div class="uv-dropdown-list uv-bottom-left">
                                    <div class="uv-dropdown-container">
                                        <label>{{ 'Country'|trans }}</label>

                                        <div class="uv-search-sm">
                                            <input type="text" class="uv-search-field uv-search-inline">
                                        </div>
                                    </div>

                                    <ul class="uv-search-list country" data-action="country">
                                        <li data-index=""><a href="#">{{ 'Not Assigned'|trans }}</a></li>

                                        {% for key, country in user_service.getCountries() %}
                                            <li data-index="{{ key }}"><a href="#">{{ country }}</a></li>
                                        {% endfor %}
                                    </ul>
                                </div>
                            {% else %}
                                <span class="uv-aside-select-value">
                                    {% for key, selectedCountry in user_service.getCountries() %}
                                        {% if (ticket.country) and (ticket.country == key) %}
                                           {{ selectedCountry }}
                                        {% endif %}
                                    {% endfor %}

                                    {% if (ticket.country == '') or (ticket.country == null) %}
                                        {{ 'Not Assigned'|trans }}
                                    {% endif %}
                                </span>
                            {% endif %}
                        </div>
                    </div>
                </div>
            </div>

            {# Ticket Labels #}
            <div class="uv-aside-brick">
                <div class="uv-aside-ticket-labels label-list-block">
                    <div class="uv-element-block">
                        <label class="uv-field-label">{{ 'Labels'|trans }}</label>

                        <div class="uv-field-block">
                            <input class="uv-field uv-dropdown-other" type="text" data-type="label">
                            <div class="uv-dropdown-list uv-top-left">
                                <div class="uv-dropdown-container">
                                    <label>{{ 'Filter With'|trans }}</label>
                                    <ul class="">
                                        <span class="uv-filter-info">{{ 'Type atleast 2 letters'|trans }}</span>
                                        <span class="uv-no-results" style="display: none;">{{ 'No result found'|trans }}</span>
                                    </ul>
                                </div>
                            </div>
                        </div>
                    </div>

                    <div class="label-list"></div>
                </div>
            </div>

            {# Ticket Collaborators #}
            <div class="uv-aside-brick collaborator-list-block">
                <div class="uv-aside-ticket-labels">
                    <div class="uv-element-block">
                        <label class="uv-field-label">{{ 'Collaborators'|trans }}</label>

                        {% if user_service.isAccessAuthorized('ROLE_AGENT_ADD_COLLABORATOR_TO_TICKET') %}
                            <div class="uv-field-block">
                                <input class="uv-field" type="text" name="email" type="text" value="" placeholder="{{ 'Type email to add'|trans }}">
                            </div>
                        {% endif %}
                    </div>
                    <div class="collaborator-list" style="margin-top: 10px"></div>
                </div>
            </div>

            {# Ticket Tags #}
            <div class="uv-aside-brick tag-list-block">
                <div class="uv-aside-ticket-labels">
                    <div class="uv-element-block">
                        <label class="uv-field-label">{{ 'Tags'|trans }}</label>

                        {% if user_service.isAccessAuthorized('ROLE_AGENT_ADD_TAG') %}
                            <div class="uv-field-block">
                                <input class="uv-field uv-dropdown-other" name="tag-name" type="text" data-type="tag" value="">
                                <div class="uv-dropdown-list uv-bottom-left">
                                    <div class="uv-dropdown-container">
                                        <label>{{ 'Filter With'|trans }}</label>
                                        <ul class="">
                                            <span class="uv-filter-info">{{ 'Type atleast 2 letters'|trans }}</span>
                                            <span class="uv-no-results" style="display: none;">{{ 'No result found'|trans }}</span>
                                        </ul>
                                    </div>
                                </div>
                            </div>
                        {% endif %}
                    </div>

                    <div class="tag-list" style="margin-top: 10px"></div>
                </div>
            </div>
        </div>

        <div class="uv-view {% if app.request.cookies and app.request.cookies.get('uv-asideView') %}uv-aside-view{% endif %}" >
            <div class="uv-ticket-scroll-region {% if app.request.cookies and app.request.cookies.get('uv-asideView') %}uv-aside-view-tv{% endif %}" >
                {# Ticket Header CTA #}
                <div class="uv-ticket-action-bar">
                    <div class="uv-ticket-action-bar-lt">
                        <div class="uv-header-fix"><a href="#" class="uv-icon-pin"></a></div>

                        {# Thread Actions #}
                        <div class="uv-tabs">
                            <ul>
                                {# Filter Threads #}
                                <li for="default" data-type="all" class="uv-tab-active">{{ 'All Threads'|trans }}</li>
                                <li for="default" data-type="reply">{{ 'Replies'|trans }}</li>
                                <li for="default" data-type="forward">{{ 'Forwards'|trans }}</li>
                                <li for="default" data-type="note">{{ 'Notes'|trans }}</li>
                                <li for="default" data-type="pinned">{{ 'Pinned'|trans }}</li>

                                {# Update Threads #}
                                {% if user_service.isAccessAuthorized('ROLE_AGENT_EDIT_TICKET') or user_service.isAccessAuthorized('ROLE_AGENT_DELETE_TICKET') %}
                                    <li class="uv-tab-ellipsis uv-ticket-action">
                                        <span class="uv-icon-ellipsis uv-dropdown-other"></span>

                                        <div class="uv-dropdown-list uv-bottom-right">
                                            <div class="uv-dropdown-container">
                                                <ul class="priority" data-action="priority">
                                                    {% if user_service.isAccessAuthorized('ROLE_AGENT_EDIT_TICKET') %}
                                                        <li data-action="edit" class="uv-open-popup" data-target="edit-ticket-modal">{{ 'Edit Ticket'|trans }}</li>
                                                    {% endif %}

                                                    <li data-action="print">{{ 'Print Ticket'|trans }}</li>

                                                    {% if user_service.isAccessAuthorized('ROLE_AGENT_UPDATE_TICKET_STATUS') %}
                                                        <li data-action="spam" data-index="6">{{ 'Mark as Spam'|trans }}</li>
                                                        <li data-action="closed" data-index="5">{{ 'Mark as Closed'|trans }}</li>
                                                    {% endif %}

                                                    {% if user_service.isAccessAuthorized('ROLE_AGENT_DELETE_TICKET') %}
                                                        <li data-action="delete" class="uv-text-danger">{{ 'Delete Ticket'|trans }}</li>
                                                    {% endif %}
                                                </ul>
                                            </div>
                                        </div>
                                    </li>
                                {% endif %}
                            </ul>
                        </div>
                    </div>

                    <div class="uv-ticket-action-bar-rt">
                        {{ uvdesk_extensibles.getRegisteredComponent("Webkul\\UVDesk\\CoreFrameworkBundle\\Tickets\\WidgetCollection").embedSideFilterIcons()|raw }}
                    </div>
                </div>

                {# Ticket Active Users #}
                <div class="uv-ticket-viewer-bar">
                    <div class="uv-ticket-viewer-list">
                        <div class="uv-ticket-viewer-single uv-first" title="Currently active agents on ticket...">
                            <span class="uv-icon-eye-light"></span>
                        </div>
                    </div>
                </div>

                {# Ticket Header #}
                <div class="uv-ticket-head">
                    <div class="uv-ticket-head-lt">
                        <span class="uv-star-large {{ ticket.isStarred ? 'uv-star-active' : '' }} uv-star uv-margin-right-5"></span>
                    </div>

                    <div class="uv-ticket-head-rt">
                        <h1>{{ ticket.subject }}</h1>
                    </div>
                </div>

                <div class="uv-ticket-strip">
                    <span>
                        <span class="uv-ticket-strip-label">{{ 'Created'|trans }} - </span>
                        <span class="timeago uv-margin-0" data-timestamp="{{ ticket.createdAt.getTimestamp() }}" title="{{ ticket.createdAt.format('d-m-Y h:ia') }}">{{ ticket_service.timeZoneConverter(ticket.createdAt) }}</span>
                    </span>

                    <span>
                        <span class="uv-ticket-strip-label">{{ 'By'|trans }} - </span> {{ initialThread.user.name }}
                        {% if totalCustomerTickets %}
                            (<a id="more-tickets-btn" href="{{ path('helpdesk_member_ticket_collection') }}#customer/{{customer.id}}" target="_blank">{{ 'count more tickets'|trans({'count': totalCustomerTickets}) }}</a>)
                        {% endif %}
                    </span>

                    <span class="agent-info" style="{{ ticketAgent ? '' : 'display: none' }}">
                        <span class="uv-ticket-strip-label">{{ 'Agent'|trans }} - </span>
                        <span class="name">{{ ticketAgent ? ticketAgent.name : '' }}</span>
                        {% if user_service.isAccessAuthorized('ROLE_AGENT_MANAGE_AGENT') and ticketAgent is defined and ticketAgent is not empty %}
                            <span class="uv-quick-view-trigger" title="Agent access details" data-placement="bottom" data-id="<%= id %>"></span>
                        {% endif %}
                    </span>

                    {# Ticket Kudos Rating By customer #}
                    <span>
                        {% if ticketRating %}
                            <span class="kudos-rating">
                                {% if ticketRating == 1 %}
                                    <span class='ticket-rating-common ticket-rating-1'>
                                        <span class="uv-icon-kudos-rating"></span>
                                        <span class="uv-icon-kudos-rating-label"  title="Client is very sad">
                                            {{ 'Very Sad'|trans }}
                                        </span>
                                    </span>
                                {% elseif ticketRating == 2 %}
                                    <span class='ticket-rating-common ticket-rating-2'>
                                        <span class="uv-icon-kudos-rating"></span>
                                        <span class="uv-icon-kudos-rating-label" title="Client is sad">
                                            {{ 'Sad'|trans }}
                                        </span>
                                    </span>
                                {% elseif ticketRating == 3 %}
                                    <span class='ticket-rating-common ticket-rating-3'>
                                        <span class="uv-icon-kudos-rating"></span>
                                        <span class="uv-icon-kudos-rating-label" title="Client is neutral">
                                            {{ 'Neutral'|trans }}
                                        </span>
                                    </span>
                                {% elseif ticketRating == 4 %}
                                    <span class='ticket-rating-common ticket-rating-4'>
                                        <span class="uv-icon-kudos-rating"></span>
                                        <span class="uv-icon-kudos-rating-label" title="Client is happy">
                                            {{ 'Happy'|trans }}
                                        </span>
                                    </span>
                                {% else %}
                                    <span class='ticket-rating-common ticket-rating-5'>
                                        <span class="uv-icon-kudos-rating"></span>
                                        <span class="uv-icon-kudos-rating-label" title="Client is very happy">
                                            {{ 'Very Happy'|trans }}
                                        </span>
                                    </span>
                                {% endif %}
                            </span>
                        {% endif %}
                    </span>
                </div>

                {# Thread Tab View #}
                <div class="uv-tab-view uv-tab-view-active" id="default">
                    <div class="uv-ticket-section">
                        <div class="uv-ticket-main create">
                            <div class="uv-ticket-strip">
                                <span>
                                    <span class="timeago uv-margin-0" data-timestamp="{{ ticket.createdAt.getTimestamp() }}" title="{{ ticket.createdAt.format('d-m-Y h:ia') }}">{{ ticket_service.timeZoneConverter(ticket.createdAt) }}</span>
                                    - {{ initialThread.user.name }} <span class="uv-ticket-strip-label">{{ 'created Ticket'|trans }}</span>
                                </span>
                                {% if initialThread.cc != '' %}
									<div class="uv-ticket-strip">
										<span><span class="uv-ticket-strip-label">{{ 'CC'|trans }} -</span> {{ initialThread.cc }}</span>
									</div>
								{% endif %}      
                            </div>

                            <div class="uv-ticket-main-lt">
                               <img src="{{ initialThread.user.thumbnail ? app.request.scheme ~'://' ~ app.request.httpHost ~ asset('') ~ (initialThread.user.thumbnail) : initialThread.createdBy == 'customer' ? asset(default_customer_image_path) : asset(default_agent_image_path) }}">
                            </div>

                            <div class="uv-ticket-main-rt">
                                {% if initialThread.createdBy == 'customer' %}
                                    <a href="{{ path('helpdesk_member_manage_customer_account') }}/{{ initialThread.user.id}}" class="uv-ticket-member-name">{{ initialThread.user.name }}</a>
                                {% else %}
                                    {% if initialThread.user %}
                                        <a href="{{ path('helpdesk_member_account') }}/{{ initialThread.user.id}}" class="uv-ticket-member-name">{{ initialThread.user.name }}</a>
                                    {% else %}
                                        <a class="uv-ticket-member-name">{{ initialThread.user.name }}</a>
                                    {% endif %}
                                {% endif %}

                                {# Ticket Message #}
                                <div class="message">
                                    <p>
                                        {% if initialThread.message|striptags == initialThread.message %}
                                            {{ initialThread.message|nl2br }}
                                        {% else %}
                                            {{ initialThread.message|raw }}
                                        {% endif %}
                                    </p>
                                </div>

                                {# Ticket Attachments #}
                                {% if initialThread.attachments|length %}
                                    <div class="uv-ticket-uploads">
                                        <h4>{{ 'Uploaded Files'|trans }}</h4>
                                        <div class="uv-ticket-uploads-strip">
                                            {% for attachment in initialThread.attachments %}
                                                <a href="{{ attachment.downloadURL }}" target = "_blank" class="uv-ticket-uploads-brick uv-no-pointer-events" data-toggle="tooltip" title="{{ attachment.name }}">
                                                    <img src="{{ attachment.iconURL }}"  class="uv-auto-pointer-events"/>
                                                </a>
                                            {% endfor %}
                                        </div>

                                        {% if initialThread.attachments|length > 1 %}
                                            <div class="uv-upload-actions">
                                                <a href="#" class="uv-open-in-files" data-thread="{{ initialThread.id }}" style="display: none"><span class="uv-icon-open-in-files"></span>{{ 'Open in Files'|trans }}</a>
                                                {% if initialThread.attachments|length %}
                                                    <a href="{{ path('helpdesk_member_ticket_download_attachment_zip') }}/{{ initialThread.id }}" target="_blank"><span class="uv-icon-attachment"></span> Download (as .zip)</a>
                                                {% endif %}
                                            </div>
                                        {% endif %}
                                    </div>
                                {% endif %}
                            </div>
                        </div>

                        <div class="uv-ticket-accordion">
                            <div class="uv-ticket-count-wrapper">
                                <span class="uv-ticket-count-stat">{{ totalReplies }}</span>
                            </div>

                            <div class="uv-ticket-wrapper thread-list"></div>
                        </div>
                    </div>
                </div>

                {# Reply Ticket View #}
                <div class="uv-ticket-main uv-ticket-reply uv-no-error-success-icon">
                    <div class="uv-ticket-main-lt">
                        <span class="uv-icon-ellipsis"></span>
                        <img src="{{ currentUserDetails.thumbnail ? app.request.scheme ~'://' ~ app.request.httpHost ~ asset('') ~ currentUserDetails.thumbnail : asset(default_agent_image_path) }}" />
                    </div>

                    <div class="uv-ticket-main-rt">
                        <span class="uv-ticket-member-name">{{ currentUserDetails.name }}</span>
                        <div class="uv-tabs">
                            <ul>
                                <li for="reply" class="uv-tab-active">{{ 'Reply'|trans }}</li>
                                <li for="forward">{{ 'Forward'|trans }}</li>
                                {% if user_service.isAccessAuthorized('ROLE_AGENT_ADD_NOTE') %}
                                    <li for='note'>{{ 'Note'|trans }}</li>
                                {% endif %}
                            </ul>
                        </div>

                        {# Ticket Thread | Add Reply #}
                        <div class="uv-tab-view uv-tab-view-active" id="reply">
                            <form enctype="multipart/form-data" method="post" action="{{ path('helpdesk_member_add_ticket_thread', {'ticketId': ticket.id }) }}">
                                <input name="threadType" value="reply" type="hidden">
                                <input name="status" value="" type="hidden" {% if user_service.isAccessAuthorized('ROLE_AGENT_UPDATE_TICKET_STATUS') %}class="reply-status"{% endif %}>
                                <div class="uv-element-block collaborators" style="display: none">
                                    <label class="uv-field-label">{{ 'Collaborators'|trans }}</label>
                                    <div class="uv-field-block"></div>
                                </div>

                                <div class="uv-element-block cc-bcc">
                                    <label>
                                        <div class="uv-checkbox">
                                            <input type="checkbox" class="cc-bcc-toggle">
                                            <span class="uv-checkbox-view"></span>
                                        </div>
                                        <span class="uv-checkbox-label">CC/BCC</span>
                                    </label>

                                    <div class="uv-field-block" style="display: none">
                                        <div class="uv-group">
                                            <input class="uv-group-field uv-dropdown-other preloaded uv-manual-enter" type="text">
                                            <div class="uv-dropdown-list uv-bottom-left">
                                                <div class="uv-dropdown-container">
                                                    <label>{{ 'Agent'|trans }}</label>
                                                </div>

                                                <ul class="uv-agents-list">
                                                    {% for agent in user_service.getAgentPartialDataCollection %}
                                                        <li data-id="{{ agent.email }}">
                                                            <img src="{{ agent.smallThumbnail ? app.request.scheme ~'://' ~ app.request.httpHost ~ asset('') ~ agent.smallThumbnail : asset(default_agent_image_path) }}"/> {{agent.name}}
                                                        </li>
                                                    {% endfor %}

                                                    <li class="uv-no-results" style="display: none;">{{ 'No result found'|trans }}</li>
                                                </ul>
                                            </div>
                                            <select class="uv-group-select cc-bcc-select">
                                                <option value="bcc">{{ 'BCC'|trans }}</option>
                                                <option value="cc">{{ 'CC'|trans }}</option>
                                            </select>
                                        </div>

                                        <div class="cc-bcc-list"></div>
                                    </div>
                                </div>

                                <div class="uv-element-block uv-element-block-textarea">
                                    <label class="uv-field-label">{{ 'Write a reply'|trans }}</label>
                                    <div class="uv-field-block">
                                        <textarea class="uv-field" name="reply" id="reply-area">{{ ticket_service.getAgentDraftReply() }}</textarea>
                                    </div>
                                </div>

                                <div class="uv-element-block attachment-block">
                                    <label>
                                        <span class="uv-file-label">{{ 'Add Attachment'|trans }}</span>
                                    </label>
                                </div>

                                <div class="uv-action-buttons">
                                    <div class="uv-dropdown next-view">
                                        <input type="hidden" name="nextView" value="stay"/>
                                        <div class="uv-dropdown-btn" style="padding: 9px 27px 9px 10px;">{{ 'Stay on ticket'|trans }}</div>
                                        <div class="uv-dropdown-list uv-top-left" style="opacity: 1;">
                                            <div class="uv-dropdown-container">
                                                <label>{{ 'After Reply'|trans }}</label>
                                                <ul>
                                                    <li data-value="stay">{{ 'Stay on ticket'|trans }}</li>
                                                    <li data-value="redirect">{{ 'Redirect to list'|trans }}</li>
                                                </ul>
                                            </div>
                                        </div>
                                    </div>

                                    <div class="uv-dropdown reply">
                                        <div class="uv-btn uv-dropdown-other">{{ 'Reply'|trans }} <span class="uv-icon-down-light"></span></div>
                                        <div class="uv-dropdown-list uv-top-left">
                                            <div class="uv-dropdown-container">
                                                <label>{{ 'Reply'|trans }}</label>
                                                <ul>
                                                    <li data-id="">{{ 'Submit'|trans }}</li>
                                                    {% if user_service.isAccessAuthorized('ROLE_AGENT_UPDATE_TICKET_STATUS') %}
                                                        <li data-id="open">{{ 'Submit And Open'|trans }}</li>
                                                        <li data-id="pending">{{ 'Submit And Pending'|trans }}</li>
                                                        <li data-id="answered">{{ 'Submit And Answered'|trans }}</li>
                                                        <li data-id="resolved">{{ 'Submit And Resolved'|trans }}</li>
                                                        <li data-id="closed">{{ 'Submit And Closed'|trans }}</li>
                                                    {% endif %}
                                                </ul>
                                            </div>
                                        </div>
                                    </div>
                                </div>
                            </form>
                        </div>

                        {# Ticket Thread | Forward Thread #}
                        <div class="uv-tab-view" id="forward">
                            <form enctype="multipart/form-data" method="post" action="{{ path('helpdesk_member_add_ticket_thread', {'ticketId': ticket.id }) }}">
                                <input name="threadType" value="forward" type="hidden">
                                <input name="status" value="" type="hidden" {% if user_service.isAccessAuthorized('ROLE_AGENT_UPDATE_TICKET_STATUS') %}class="reply-status"{% endif %}>

                                <div class="uv-element-block">
                                    <label class="uv-field-label">{{ 'Subject'|trans }}</label>
                                    <div class="uv-field-block">
                                        <input class="uv-field" type="text" name="subject">
                                    </div>
                                </div>

                                <div class="uv-element-block to">
                                    <label class="uv-field-label">{{ 'To'|trans }}</label>
                                    <div class="uv-field-block">
                                        <input class="uv-field uv-dropdown-other preloaded uv-to-message uv-manual-enter" type="text">

                                        <div class="uv-dropdown-list uv-bottom-left">
                                            <div class="uv-dropdown-container">
                                                <label>{{ 'Agent'|trans }}</label>
                                            </div>

                                            <ul class="uv-agents-list">
                                                {% for agent in user_service.getAgentPartialDataCollection %}
                                                    <li data-id="{{ agent.email }}">
                                                        <img src="{{ agent.smallThumbnail ? app.request.scheme ~'://' ~ app.request.httpHost ~ asset('') ~ agent.smallThumbnail : asset(default_agent_image_path) }}"/> {{agent.name}}
                                                    </li>
                                                {% endfor %}

                                                <li class="uv-no-results" style="display: none;">{{ 'No result found'|trans }}</li>
                                            </ul>
                                        </div>

                                        <div class="to-list"></div>
                                    </div>
                                </div>

                                <div class="uv-element-block cc-bcc">
                                    <label>
                                        <div class="uv-checkbox">
                                            <input type="checkbox" class="cc-bcc-toggle">
                                            <span class="uv-checkbox-view"></span>
                                        </div>
                                        <span class="uv-checkbox-label">CC/BCC</span>
                                    </label>
                                    <div class="uv-field-block" style="display: none">
                                        <div class="uv-group">
                                            <input class="uv-group-field uv-dropdown-other preloaded uv-manual-enter" type="text">
                                            <div class="uv-dropdown-list uv-bottom-left">
                                                <div class="uv-dropdown-container"><label>{{ 'Agent'|trans }}</label></div>

                                                <ul class="uv-agents-list">
                                                    {% for agent in user_service.getAgentPartialDataCollection %}
                                                        <li data-id="{{ agent.email }}">
                                                            <img src="{{ agent.smallThumbnail ? app.request.scheme ~'://' ~ app.request.httpHost ~ asset('') ~ agent.smallThumbnail : asset(default_agent_image_path) }}"/> {{agent.name}}
                                                        </li>
                                                    {% endfor %}

                                                    <li class="uv-no-results" style="display: none;">{{ 'No result found'|trans }}</li>
                                                </ul>
                                            </div>
                                            <select class="uv-group-select cc-bcc-select">
                                                <option value="bcc">{{ 'BCC'|trans }}</option>
                                                <option value="cc">{{ 'CC'|trans }}</option>
                                            </select>
                                        </div>

                                        <div class="cc-bcc-list"></div>
                                    </div>
                                </div>

                                <div class="uv-element-block uv-element-block-textarea">
                                    <label class="uv-field-label">{{ 'Write a reply'|trans }}</label>
                                    <div class="uv-field-block">
                                        <textarea class="uv-field" name="reply" id="forward-area">{{ ticket_service.getAgentDraftReply() }}</textarea>
                                    </div>
                                </div>

                                <div class="uv-element-block attachment-block">
                                    <label><span class="uv-file-label">{{ 'Add Attachment'|trans }}</span></label>
                                </div>

                                <div class="uv-action-buttons">
                                    <div class="uv-dropdown next-view">
                                        <input type="hidden" name="nextView" value="stay"/>
                                        <div class="uv-dropdown-btn" style="padding: 9px 27px 9px 10px;">{{ 'Stay on ticket'|trans }}</div>
                                        <div class="uv-dropdown-list uv-top-left" style="opacity: 1;">
                                            <div class="uv-dropdown-container">
                                                <label>{{ 'After Reply'|trans }}</label>
                                                <ul>
                                                    <li data-value="stay">{{ 'Stay on ticket'|trans }}</li>
                                                    <li data-value="redirect">{{ 'Redirect to list'|trans }}</li>
                                                </ul>
                                            </div>
                                        </div>
                                    </div>

                                    <div class="uv-btn forward">{{ 'Forward'|trans }}</div>
                                </div>
                            </form>
                        </div>

                        {# Ticket Thread | Add Note #}
                        {% if user_service.isAccessAuthorized('ROLE_AGENT_ADD_NOTE') %}
                            <div class="uv-tab-view" id="note">
                                <form enctype="multipart/form-data" method="post" action="{{ path('helpdesk_member_add_ticket_thread', {'ticketId': ticket.id }) }}">
                                    <input name="threadType" value="note" type="hidden">
                                    <input name="status" value="" type="hidden" {% if user_service.isAccessAuthorized('ROLE_AGENT_UPDATE_TICKET_STATUS') %}class="reply-status"{% endif %}>

                                    <div class="uv-element-block uv-element-block-textarea">
                                        <label class="uv-field-label">{{ 'Write a reply'|trans }}</label>
                                        <div class="uv-field-block">
                                            <textarea class="uv-field" name="reply" id="note-area">{{ ticket_service.getAgentDraftReply() }}</textarea>
                                        </div>
                                    </div>

                                    <div class="uv-element-block attachment-block">
                                        <label><span class="uv-file-label">{{ 'Add Attachment'|trans }}</span></label>
                                    </div>

                                    <div class="uv-action-buttons">
                                        <div class="uv-dropdown next-view">
                                            <input type="hidden" name="nextView" value="stay"/>
                                            <div class="uv-dropdown-btn" style="padding: 9px 27px 9px 10px;">{{ 'Stay on ticket'|trans }}</div>
                                            <div class="uv-dropdown-list uv-top-left" style="opacity: 1;">
                                                <div class="uv-dropdown-container">
                                                    <label>{{ 'After Reply'|trans }}</label>
                                                    <ul>
                                                        <li data-value="stay">{{ 'Stay on ticket'|trans }}</li>
                                                        <li data-value="redirect">{{ 'Redirect to list'|trans }}</li>
                                                    </ul>
                                                </div>
                                            </div>
                                        </div>

                                        <div class="uv-dropdown reply">
                                            <div class="uv-btn uv-dropdown-other">{{ 'Reply'|trans}}<span class="uv-icon-down-light"></span></div>

                                            <div class="uv-dropdown-list uv-top-left">
                                                <div class="uv-dropdown-container">
                                                    <label>{{ 'Add Note'|trans }}</label>
                                                    <ul>
                                                        <li data-id="">{{ 'Submit'|trans }}</li>
                                                        {% if user_service.isAccessAuthorized('ROLE_AGENT_UPDATE_TICKET_STATUS') %}
                                                            <li data-id="open">{{ 'Submit And Open'|trans }}</li>
                                                            <li data-id="pending">{{ 'Submit And Pending'|trans }}</li>
                                                            <li data-id="answered">{{ 'Submit And Answered'|trans }}</li>
                                                            <li data-id="resolved">{{ 'Submit And Resolved'|trans }}</li>
                                                            <li data-id="closed">{{ 'Submit And Closed'|trans }}</li>
                                                        {% endif %}
                                                    </ul>
                                                </div>
                                            </div>
                                        </div>
                                    </div>
                                </form>
                            </div>
                        {% endif %}
                    </div>
                </div>
            </div>

            <!-- Bottom Action Block -->
            <div class="uv-ticket-fixed-region">
                <div class="uv-ticket-fixed-region-lt">
                    {{ uvdesk_extensibles.getRegisteredComponent("Webkul\\UVDesk\\CoreFrameworkBundle\\Tickets\\QuickActionButtonCollection").injectTemplates()|raw }}
                </div>

                <div class="uv-ticket-fixed-region-rt"></div>
            </div>
            <!-- //Bottom Action Block -->
        </div>
    </div>

    {# Edit Ticket #}
    {% if user_service.isAccessAuthorized('ROLE_AGENT_EDIT_TICKET') %}
        <div class="uv-pop-up-overlay uv-no-error-success-icon" id="edit-ticket-modal">
            <div class="uv-pop-up-box uv-pop-up-wide">
                <span class="uv-pop-up-close"></span>
                <h2>{{ 'Edit Ticket'|trans }}</h2>

                {# Edit Ticket Form #}
                <form method="post" action="{{ path('helpdesk_member_update_ticket_details_xhr', {'ticketId': ticket.id}) }}" id="edit-ticket-form">
                    <div class="uv-element-block">
                        <label class="uv-field-label">{{ 'Subject'|trans }}</label>
                        <div class="uv-field-block">
                            <input type="text" name="subject" class="uv-field" value="{{ ticket.subject }}" />
                        </div>
                    </div>
                    
                    <div class="uv-element-block">
                        <label class="uv-field-label">{{ 'Reply'|trans }}</label>
                        <div class="uv-field-block">
                            {% if initialThread.message|striptags == initialThread.message %}
                                <textarea name="reply" id="uv-edit-create-thread" class="uv-field">{{ initialThread.message|nl2br }}</textarea>
                            %} {% else %}
                                <textarea name="reply" id="uv-edit-create-thread" class="uv-field">{{ initialThread.message|raw }}</textarea>
                            {% endif %}
                        </div>
                    </div>

                    <div class="uv-pop-up-actions">
                        <input class="uv-btn update" href="#" value="Update" type="submit">
                        <input class="uv-btn cancel" href="#" value="Discard" type="button">
                    </div>
                </form>
            </div>
        </div>
    {% endif %}

    {{ uvdesk_extensibles.getRegisteredComponent("Webkul\\UVDesk\\CoreFrameworkBundle\\Tickets\\WidgetCollection").embedSideFilterContent()|raw }}
{% endblock %}

{% block footer %}
    {{ parent() }}

    {{ include('@UVDeskCoreFramework\\Templates\\attachment.html.twig') }}
    {{ include("@UVDeskCoreFramework/Templates/tinyMCE.html.twig") }}

    <script id="thread_list_empty_tmp" type="text/template">
        <div class="uv-no-threads">{{ 'Nothing interesting here...'|trans }}</div>
    </script>

    <script> 
        $(document).ready(function() {
            function setupFilter(inputSelector, listSelector) {
                $(inputSelector).on("keyup", function () {
                    const value = this.value.toLowerCase();
                    const $items = $(listSelector + " li");
                    if (value) {
                        $items.hide().filter(function () {
                            return $(this).html().toLowerCase().includes(value);
                        }).show();
                    } else {
                        $items.show();
                    }
                });
            }

            setupFilter("#filterSavedreplies", "#listSavedReplies");
            setupFilter("#filterPreparedResponse", "#listPreparedResponses");

            $(".uv-dropdown-btn").click(function(event) {
                setTimeout(function() {
                    $(".uv-search-inline").focus();
                }, 100);
            });
        });
    </script>

    <script id="thread_list_item_tmp" type="text/template">
        <div class="uv-ticket-strip">
            <span>
                <% if(typeof(mailStatus) != 'undefined' && mailStatus) { %>
                    <a href="https://support.uvdesk.com/en/blog/uvdesk-ticket-delivery-status" target="_blank">
                        <span class="uv-mail-status uv-mail-<%- mailStatus.split(',')[0] %>" <% if(mailStatus !== 'pending') { %>data-toggle="tooltip" data-placement="right" title="{{ 'Mail status:'|trans }} <%- mailStatus.split(',')[0] %> <% if(mailStatus.split(',').length > 1) { print('Reason:' + mailStatus.split(',')[1] ); } %> "<% } %> ></span>
            </a>
            <% } %>
            <span class="timeago uv-margin-0" data-timestamp="<%- timestamp %>" title="<%- formatedCreatedAt %>">
                    <%- formatedCreatedAt %>
                </span>
            - <%- fullname %>
            <span class="uv-ticket-strip-label">
                <% if (threadType == 'reply') { %>
                    {{ 'replied'|trans }}
                <% } else if(threadType == 'note') { %>
                    {{ 'added note'|trans }}
                <% } else if(threadType == 'forward') { %>
                    {{ 'forwarded'|trans }}
                <% } %>
                - <a href="#thread/<%- id %>" id="thread<%- id %>" class="copy-thread-link">#<%- id %></a>
                </span>
            </span>

            <% if ((replyTo && threadType ==  'forward') || cc || bcc) { %>
                <div class="uv-ticket-strip">
                    <% if (replyTo && threadType ==  'forward') { %>
                    <span><span class="uv-ticket-strip-label">{{ 'TO'|trans }} -</span> <%- replyTo %></span>
                    <% } if (cc) { %>
                    <span><span class="uv-ticket-strip-label">{{ 'CC'|trans }} -</span> <%- cc %></span>
                    <% } if (bcc) { %>
                    <span><span class="uv-ticket-strip-label">{{ 'BCC'|trans }} -</span> <%- bcc %></span>
                    <% } %>
                </div>
            <% } %>
        </div>

        <div class="uv-ticket-strip uv-margin-top-5" <% if(!bookmark && !isLocked) { %>style="display: none"<% } %> >
            <span <% if(!bookmark) { %>style="display: none"<% } %> >
                    <span class="uv-icon-pinned"></span>
                    {{ 'Pinned'|trans }}
                    </span>
            <span <% if(!isLocked) { %>style="display: none"<% } %> >
                <span class="uv-icon-locked"></span>
                {{ 'Locked'|trans }}
            </span>
        </div>
        <div class="uv-ticket-main-lt">
            <span class="uv-thread-action">
                <span class="uv-icon-ellipsis uv-dropdown-other"></span>
                <div class="uv-dropdown-list uv-bottom-left">
                    <div class="uv-dropdown-container">
                        <ul>
                            {% if user_service.isAccessAuthorized('ROLE_AGENT_EDIT_THREAD_NOTE') %}
                                <% if (userType != 'system' && userType != 'System') { %>
                                    <li data-action="edit">{{ 'Edit Thread'|trans }}</li>
                                <% } %>
                            {% endif %}
                            {% if user_service.isAccessAuthorized('ROLE_AGENT_DELETE_THREAD_NOTE') %}
                                <li data-action="delete">{{ 'Delete Thread'|trans }}</li>
                            {% endif %}
                            <li data-action="forward">{{ 'Forward'|trans }}</li>
                            <% if(bookmark) { %>
                                <li data-action="pin" data-id="1">{{ 'Unpin Thread'|trans }}</li>
                            <% } else { %>
                                <li data-action="pin" data-id="0">{{ 'Pin Thread'|trans }}</li>
                            <% } %>
                            <% if(threadType != 'note') { %>
                                {% if user_service.isAccessAuthorized('ROLE_AGENT_MANAGE_LOCK_AND_UNLOCK_THREAD') %}
                                    <% if(isLocked) { %>
                                        <li data-action="lock" data-id="1">{{ 'Unlock Thread'|trans }}</li>
                                    <% } else { %>
                                        <li data-action="lock" data-id="0">{{ 'Lock Thread'|trans }}</li>
                                    <% } %>
                                {% endif %}
                            <% } %>
                            <li style="display: none;" data-action="translate">{{ 'Translate Thread'|trans }}</li>
                        </ul>
                    </div>
                </div>
            </span>
            <span class="p-relative">
                
            </span>
            <% if (userType != 'system' && userType != 'System') { %>
                <% if(user && user.smallThumbnail != null) { %>
                    <img src="{{ app.request.scheme ~'://' ~ app.request.httpHost ~ asset('') }}<%- user.smallThumbnail %>" />
                <% } else { %>
                    <img src="<% if(userType == 'agent') { %> {{ asset(default_agent_image_path) }} <% } else { %> {{ asset(default_customer_image_path) }} <% } %>" />
                <% } %>
            <% } else { %>
                <img src="{{ asset(default_helpdesk_image_path) }}" />
            <% } %>
        </div>
        <div class="uv-ticket-main-rt">
            <% if(userType == 'customer') { %>
                <a <% if(user) { %>href="{{ path('helpdesk_member_manage_customer_account') }}/<%- user.id %>"<% } %> class="uv-ticket-member-name">
                <%- fullname %>
                </a>
            <% } else if(userType == 'agent') { %>
                <a <% if(user) { %>href="{{ path('helpdesk_member_account') }}/<%- user.id %>"<% } %> class="uv-ticket-member-name">
                <%- fullname %>
                </a>
            <% } else { %>
                <span class="uv-ticket-member-name">
                    <%- fullname %>
                </span>
            <% } %>

            <!-- Message Block -->
            <div class="message">
                <%= reply %>
            </div>

            <!-- Attachment Block -->
            <% if(attachments.length) { %>
            <div class="uv-ticket-uploads">
                <h4>{{ 'Uploaded Files'|trans }}</h4>
                <div class="uv-ticket-uploads-strip">
                    <% _.each(attachments, function(file) { %>
                    <a href="<%-file.downloadURL %>" target ="_blank" class="uv-ticket-uploads-brick uv-no-pointer-events" data-toggle="tooltip" title="<%- file.name %>">
                        <img src="<%-file.iconURL %>" class="uv-auto-pointer-events">
                    </a>
                    <% }) %>
                </div>

                <% if (attachments.length > 1) { %>
                <div class="thread-attachments-zip pull-left">
                    <div class="uv-upload-actions">
                        <a href="#" class="uv-open-in-files" data-thread="<%- id %>" style="display: none"><span class="uv-icon-open-in-files"></span>{{ 'Open in Files'|trans }}</a>
                        <% if(attachments.length > 0) { %>
                        <a href="{{ path('helpdesk_member_ticket_download_attachment_zip') }}/<%- id %>" target="_blank"><span class="uv-icon-attachment"></span> {{ 'Download (as .zip)'|trans }}</a>
                        <% } %>
                    </div>
                </div>
                <% } %>

            </div>
            <% } %>
        </div>
    </script>

    <script id="edit_thread_tmp" type="text/template">
        <div class="thread-edit-container">
            <div class="uv-element-block uv-element-block-textarea">
                <div class="uv-field-block">
                    <textarea id="uv-edit-thread">
                    </textarea>
                </div>
            </div>
            <div class="uv-action-buttons">
                <a class="uv-btn cancel-edit" type="button">{{ 'Cancel'|trans }}</a>
                <a class="uv-btn saveThread" type="button" style="margin-right: 10px;">{{ 'Update'|trans }}</a>
            </div>
        </div>
    </script>

    <script id="ticket_quick_navigation_tmp" type="text/template">
        <% if(prev) { %>
            <a class="uv-btn-stroke" href="{{ path('helpdesk_member_ticket') }}/<%- prev %>">
                <span class="uv-icon-previous"></span>
                {{ 'Previous Ticket'|trans }}
            </a>
        <% } else { %>
            <a class="uv-btn-stroke" disabled="disabled">
                <span class="uv-icon-previous"></span>
                {{ 'Previous Ticket'|trans }}
            </a>
        <% } %>

        <% if(next) { %>
            <a class="uv-btn-stroke" href="{{ path('helpdesk_member_ticket') }}/<%- next %>">
                {{ 'Next Ticket'|trans }}
                <span class="uv-icon-next"></span>
            </a>
        <% } else { %>
            <a class="uv-btn-stroke" disabled="disabled">
                {{ 'Next Ticket'|trans }}
                <span class="uv-icon-next"></span>
            </a>
        <% } %>
    </script>

    <script type="text/javascript">
        uvdesk = {
            ticket: {}
        };

        var ticketApp = {};

        viewerImages = function() {
            if (typeof($().viewer == 'function')) {
                $('.uv-ticket-uploads .uv-ticket-uploads-strip').viewer({
                    'url': 'data-url',
                    'downloadBase': "{{ path('helpdesk_member_ticket_download_attachment') }}",
                    'download': 'data-download',
                });
            }
        };

        $(function () {
            var threadIds = [];
            viewerImages();

            _.extend(Backbone.Model.prototype, Backbone.Validation.mixin);

            // Ticket Model
            var TicketModel = Backbone.Model.extend({
                idAttribute : "id",
                urlRoot : "{{ path('helpdesk_member_update_ticket_attributes_xhr') }}",
                validation: {
                    'email': [{
                        required: true,
                        msg: '{{ "This field is mandatory" | trans}}'
                    },{
                        pattern: /^[a-zA-Z0-9.!#$%&'*+\/=?^_`{|}~-]+@[a-zA-Z0-9](?:[a-zA-Z0-9-]{0,61}[a-zA-Z0-9])?(?:\.[a-zA-Z0-9](?:[a-zA-Z0-9-]{0,61}[a-zA-Z0-9])?)*$/,
                        msg: 'Please enter a valid email'
                    }],
                    'subject' : {
                        required : true,
                        msg : '{{ "This field is mandatory" | trans}}'
                    },
                    'reply' : {
                        fn: function(value) {
                            var content = tinyMCE.activeEditor.getContent();
							content = content.replace(/&nbsp;/g, '').replace(/<[^>]*>/g, '');

							if (content.trim() == '') {
								return true;
							} else {
								return false;
							}

                            if (! tinyMCE.get("uv-edit-create-thread"))
                                return false;
                            var html = tinyMCE.get("uv-edit-create-thread").getContent();
                            if (app.appView.stripHTML(html) != '') {
                                return false;
                            }
                            
                            return true;
                        },
                        msg : '{{ "This field is mandatory" | trans}}'
                    }
                },
            });

            // Thread Model
            var ThreadModel = Backbone.Model.extend({
                idAttribute : "id",
                defaults : {
                    hasTask : 0,
                    task: null
                }
            });

            // Customer Model
            var CustomerModel = Backbone.Model.extend({
                validation: {
                    'name': [{
                        required: true,
                        msg: '{{ "This field is mandatory" }}'
                    }, {
                        pattern: /^((?![!@#$%^&*()<_+]).)*$/,
                        msg: '{{ "This field must have characters only"}}'
                    }],
                    'email': [{
                        required: true,
                        msg: '{{ "This field is mandatory" | trans}}'
                    },{
                        pattern: /^[a-zA-Z0-9.!#$%&'*+\/=?^_`{|}~-]+@[a-zA-Z0-9](?:[a-zA-Z0-9-]{0,61}[a-zA-Z0-9])?(?:\.[a-zA-Z0-9](?:[a-zA-Z0-9-]{0,61}[a-zA-Z0-9])?)*$/,
                        msg: '{{ "Email address is invalid" | trans}}'
                    }],
                    'contactNumber': function(value) {
                        if(value != undefined && value !== '') {
                            if (!value.match('^\\s*(?:\\+?(\\d{1,3}))?[-. (]*(\\d{3})[-. )]*(\\d{3})[-. ]*(\\d{4})(?: *x(\\d+))?\\s*$'))
                                return 'Contact number is invalid';
                        }
                    }
                },
                urlRoot : "{{ path('helpdesk_member_manage_customer_account') }}"
            });

            // Ticket Collaborator Model
            var CollaboratorModel = Backbone.Model.extend({
                idAttribute : "id",
                validation: {
                    'email': [{
                        required: true,
                        msg: '{{ "This field is mandatory" | trans}}'
                    },{
                        pattern: /^[a-zA-Z0-9.!#$%&'*+\/=?^_`{|}~-]+@[a-zA-Z0-9](?:[a-zA-Z0-9-]{0,61}[a-zA-Z0-9])?(?:\.[a-zA-Z0-9](?:[a-zA-Z0-9-]{0,61}[a-zA-Z0-9])?)*$/,
                        msg: '{{ "Please enter a valid email" | trans}}'
                    }]
                },
                defaults : {
                    ticketId : {{ ticket.id }},
                    email: ''
                },
                parse: function (resp, options) {
                    return resp.collaborator;
                },
                urlRoot : "{{ path('helpdesk_member_ticket_manage_collaborators_xhr') }}"
            });

            // Ticket Tag Model
            var TagModel = Backbone.Model.extend({
                idAttribute : "id",
                defaults : {
                    ticketId : {{ ticket.id }}
                },
                parse: function (resp, options) {
                    return resp.tag;
                },
                urlRoot : "{{ path('helpdesk_member_ticket_create_tag_xhr') }}"
            });

            // Ticket Label Model
            var LabelModel = Backbone.Model.extend({
                idAttribute : "id",
                defaults : {
                    ticketId : {{ ticket.id }}
                },
                parse: function (resp, options) {
                    return resp.label;
                },
                urlRoot : "{{ path('helpdesk_member_ticket_add_label_xhr') }}"
            });

            // Ticket Thread Collection
            var ThreadCollection = AppCollection.extend({
                model : ThreadModel,
                mode: "infinite",
                url : "{{ path('helpdesk_member_thread_collection_xhr', {'ticketId': ticket.id}) }}",
                firstScrollCheck: false,
                threadRequestedId: false,
                template : $("#thread_list_empty_tmp").html(),
                parseRecords: function (resp, options) {
                    return resp.threads;
                },
                syncData : function() {
                    type = $(".uv-ticket-action-bar-lt .uv-tabs .uv-tab-active").attr('data-type')
                    var self = this;
                    var data = {
                        threadType: type
                    };

                    if(this.threadRequestedId)
                        data.threadRequestedId = this.threadRequestedId;

                    app.appView.showLoader()
                    this.fetch({
                        data : data,
                        remove: false,
                        success: function(model, response) {
                            app.appView.hideLoader();
                            self.threadRequestedId = false;
                            pagination.renderPagination(response.pagination);
                            threadCollection.state.currentPage = parseInt(response.pagination.current) + 1;
                            if(response.pagination.totalCount <= 0){
                                this.$('.uv-ticket-wrapper.thread-list').html(self.template);
                            }
                        },
                        error: function (model, xhr, options) {
                            if(url = xhr.getResponseHeader('Location'))
                                window.location = url;
                        }
                    }).done(function(){
                        viewerImages();
                        if(!self.firstScrollCheck){
                            self.firstScrollCheck = true;
                            var fragment = Backbone.history.fragment.trim();
                            if(fragment == '') {
                                router.scrollPage('#reply');
                            } else
                                router.scrollPage('#' + fragment.replace('thread/', 'thread'));
                        }
                    });
                }
            });

            // Ticket Collaborator Collection
            var CollaboratorCollection = Backbone.PageableCollection.extend({
                model : CollaboratorModel
            });

            // Ticket Tag Collection
            var TagCollection = Backbone.PageableCollection.extend({
                model : TagModel,
                isTagExist : function(name) {
                    var flag = 1;
                    _.each(tagCollection.models, function (item) {
                        if(item.get('name').toUpperCase() == name.toUpperCase())
                            flag = 0;
                    }, this);

                    return flag;
                }
            });

            // Ticket Label Collection
            var LabelCollection = Backbone.PageableCollection.extend({
                model : TagModel,
                isLabelExist : function(name) {
                    var flag = 1;
                    _.each(labelCollection.models, function (item) {
                        if(item.get('name').toUpperCase() == name.toUpperCase())
                            flag = 0;
                    }, this);
                    return flag;
                }
            });

            // Customer Form View
            var CustomerForm = Backbone.View.extend({
                events : {
                    'click .uv-btn.update-btn' : "saveCustomer",
                    'blur input': 'formChanged',
                    'click .cancel-btn': 'backToInfo',
                    'click .uv-aside-back': 'backToInfo'
                },
                initialize : function() {
                    Backbone.Validation.bind(this);
                },
                formChanged: function(e) {
                    this.model.set(Backbone.$(e.currentTarget).attr('name'), Backbone.$(e.currentTarget).val())
                    this.model.isValid([Backbone.$(e.currentTarget).attr('name')])
                },
                saveCustomer: function (e) {
                    e.preventDefault();
                    currentElement = Backbone.$(e.currentTarget);
                    this.model.clear();
                    this.model.set(this.$el.find('form').serializeObject());
                    self = this;
                    if (this.model.isValid(true)) {
                        app.appView.showLoader();
                        currentElement.attr('disabled', 'disabled');
                        this.model.save({}, {
                            success: function (model, response, options) {
                                app.appView.hideLoader();
                                currentElement.removeAttr("disabled");
                                if (response.alertClass == "success") {
                                    app.appView.renderResponseAlert(response);
                                    $('.uv-aside-customer-info').html("<span>" + self.model.attributes.name + "</span><span>" + self.model.attributes.email + "</span><span>" + self.model.attributes.contactNumber + "</span><span class='uv-customize'></span>")
                                    self.backToInfo();
                                } else if (response.errors) {
                                    self.addErrors(JSON.parse(response.errors));
                                } else if (response.alertMessage) {
                                    app.appView.renderResponseAlert(response);
                                }
                            },
                            error: function (model, xhr, options) {
                                if (url = xhr.getResponseHeader('Location'))
                                    window.location = url;

                                app.appView.hideLoader();
                                app.appView.renderResponseAlert(warningResponse);
                            }
                        });
                    }
                },
                addErrors: function(jsonContext) {
                    for (var field in jsonContext) {
                        Backbone.Validation.callbacks.invalid(this, field, jsonContext[field], 'input');
                    }
                },
                backToInfo: function(e) {
                    if (e)
                        e.preventDefault()

                    $('.uv-main-info-update-block').hide()
                    $('.uv-main-info-block').show()
                },
            });

            // Ticket View
            var TicketView = Backbone.View.extend({
                el: $('.uv-wrapper'),
                stopDraftSaveFlag: 0,
                events: {
                    'click .uv-ticket-action .uv-dropdown-list li[data-action="spam"], .uv-ticket-action .uv-dropdown-list li[data-action="closed"]': 'markSpamAndClosed',
                    'click .uv-aside-ticket-actions .uv-aside-select .uv-dropdown-list li': 'editTicketProperty',
                    'click .uv-aside-customer-info .uv-customize': 'showCustomerUpdateBlock',
                    'click .uv-ticket-head .uv-star-large': 'updateStar',
                    'click .uv-ticket-action-bar .uv-tabs li': 'filterThread',
                    'click .uv-ticket-action .uv-dropdown-list li[data-action="delete"]': 'confirmRemove',
                    'click .uv-ticket-action .uv-dropdown-list li[data-action="lock"]': 'lockAndUnlockThread',
                    'click .uv-element-block.collaborators .uv-btn-tag': 'removeCcCollaborator',
                    'keypress .uv-element-block.to .uv-dropdown-other': 'addToInput',
                    'click .uv-element-block.to .uv-dropdown-list li': 'addTo',
                    'click .to-list .uv-btn-tag': 'removeTo',
                    'change .uv-element-block.cc-bcc .cc-bcc-toggle': 'showCcBccBlock',
                    'keypress .uv-element-block.cc-bcc .uv-group-field.uv-dropdown-other': 'addCcBccInput',
                    'click .uv-element-block.cc-bcc .uv-dropdown-list li': 'addCcBcc',
                    'click .cc-bcc-list .uv-btn-tag, .to-list .uv-btn-tag': 'removeEmail',
                    'click .next-view .uv-dropdown-list li': 'setNextView',
                    'click .uv-dropdown.reply .uv-dropdown-list li, .uv-btn.forward': 'validateForm',
                    'click #edit-ticket-modal .uv-btn.update': 'updateTicket',
                    'click .message .uv-icon-ellipsis': 'showReplyQuote',
                    'input .uv-aside-brick .uv-field.uv-dropdown-other': 'searchFilterXhr',
                    'click .uv-dropdown-container.prepared-responses a:not(.create-new)': 'confirmPreparedResponses',

                    'click .uv-header-fix': 'fixheader',
                    'click .uv-ticket-action .uv-dropdown-list li[data-action="print"]': 'printTicket',
                    'blur .uv-manual-enter': 'enterManualAdd',
                    'click .uv-quick-view-trigger, .quick-view-navigation .uv-btn-tag': 'navigateQuickView',
                    'click .uv-grid-item': 'toggleAccordian',
                    'click #ticket-generate-customer-public-resource-access-link': 'generateCustomerPublicTicketResourceAccessLink',
                    'click .ticket-public-resource-access-link .copy-resource-link-to-clipboard': 'copyResourceLinkToClipboard',
                },
                ticketNavigationTemplate : _.template($("#ticket_quick_navigation_tmp").html()),
                loaderTemplate : _.template($("#loader-tmp").html()),
                targetPreparedResponseUrl: '',
                initialize: function() {
                    Backbone.Validation.bind(this);
                    InitTinyMce('#uv-edit-create-thread');
                    $('.uv-ticket-fixed-region .uv-ticket-fixed-region-rt').html(this.ticketNavigationTemplate(ticketNavigation))
                    var threadTab = localStorage.getItem("threadTab");
                    if (threadTab){
                        $('.uv-ticket-action-bar-lt .uv-tabs li').removeClass('uv-tab-active');
                        $('.uv-ticket-action-bar-lt .uv-tabs [data-type="' + threadTab + '"]').addClass('uv-tab-active');
                    }
                    nextView = localStorage.getItem("nextView");
                    if (nextView) {
                        $(".next-view input").val(nextView)
                        $(".next-view .uv-dropdown-btn").text($("#reply .next-view .uv-dropdown-list li[data-value='" + nextView + "']").text())
                    }
                    if (!localStorage.getItem('ticketTour')) {
                        $('.uv-ticket-tour').show()
                    }
                    this.fixHeaderInit();
                },
                printTicket: function(e) {
                    window.print();
                },
                enterManualAdd: function(e) {
                    var target = $(e.target);
                    if (target.val()) {
                        var e = $.Event("keypress");
                        e.which = 13; //choose the one you want
                        target.trigger(e);
                    }
                },
                fixheader: function(e){
                    e.preventDefault();
                    var header = localStorage.getItem("fixHeader");
                    header = !(header == 'true');
                    localStorage.setItem("fixHeader", header);
                    this.fixHeaderInit();
                },
                fixHeaderInit: function(){
                    var header = localStorage.getItem("fixHeader");
                    if (header == 'true') {
                        $('a.uv-icon-pin').addClass('uv-icon-pinned');
                        $('.uv-ticket-action-bar').addClass('uv-ticket-action-bar-fixed');
                    } else {
                        $('a.uv-icon-pin').removeClass('uv-icon-pinned');
                        $('.uv-ticket-action-bar').removeClass('uv-ticket-action-bar-fixed');
                    }
                },
                markSpamAndClosed: function(e) {
                    var currentElement = Backbone.$(e.currentTarget);
                    var value = currentElement.attr('data-index');
                    $(".uv-aside-select .uv-dropdown-list ul.status li[data-index='" + value + "']").trigger('click')
                },
               
                generateCustomerPublicTicketResourceAccessLink: function (e) {
                    app.appView.showLoader();

                    $.ajax({
                        url: "{{ path('uvdesk_member_generate_ticket_public_resource_access_link', { id: ticket.id }) }}",
                        type: 'POST',
                        dataType: 'json',
                        success: function(response) {
                            if (response.status == true) {
                                $('#ticket-public-resource-access-link .resource-link').html(response.resourceUrl);
                                $('#ticket-public-resource-access-link').addClass('visible');
                            } else {
                                app.appView.renderResponseAlert({
                                    alertClass: 'warning',
                                    alertMessage: response.message,
                                });
                            }

                            app.appView.hideLoader();
                        },
                        error: function (xhr) {
                            app.appView.renderResponseAlert({
                                alertClass: 'danger',
                                alertMessage: 'An unexpected error occurred while disabling generating public ticket resource link.'
                            });
                        }
                    });
                },
                copyResourceLinkToClipboard: function (e) {
                    let resourceLink = $('#ticket-public-resource-access-link .resource-link').html();

                    copyContentToClipboard(resourceLink);
                },
                editTicketProperty: function(e) {
                    var currentElement = Backbone.$(e.currentTarget);
                    var uvSelect = currentElement.parents('.uv-aside-select');
                    var field = currentElement.parent().attr('data-action');
                    var value = currentElement.attr('data-index');
                    if(uvSelect.find('.uv-aside-select-value').attr('data-id') != value) {
                        var name = currentElement.text().trim();
                        app.appView.showLoader();
                        this.model.save({attribute: field, value: value, id: this.model.id}, {
                            patch: true,
                            success: function (model, response, options) {
                                uvSelect.find('.uv-aside-select-value').attr('data-id', value).text(name)
                                if (field == 'priority') {
                                    uvSelect.find('.uv-list-ticket-priority').attr('style', 'background:' + currentElement.attr('data-color'));
                                } else if (field == 'agent') {
                                    $('.uv-ticket-strip .agent-info').show()
                                    $('.uv-ticket-strip .agent-info .name').text(name)
                                }
                                app.appView.hideLoader();
                                app.appView.renderResponseAlert(response);
                            },
                            error: function (model, xhr, options) {
                                if (url = xhr.getResponseHeader('Location'))
                                    window.location = url;
                                var response = warningResponse;
                                if (xhr.responseJSON)
                                    response = xhr.responseJSON;

                                app.appView.hideLoader();
                                app.appView.renderResponseAlert(response);
                            }
                        });
                    }
                },
                showCustomerUpdateBlock: function() {
                    $('.uv-main-info-update-block').show()
                    $('.uv-main-info-block').hide()
                },
                updateStar: function(e) {
                    e.preventDefault();
                    var currentElement = Backbone.$(e.currentTarget);
                    currentElement.toggleClass('uv-star-active')
                    this.model.save({id: this.model.id}, {
                        patch: true,
                        url : "{{ path('helpdesk_member_bookmark_ticket_xhr') }}",
                        success: function (model, response, options) {
                        },
                        error: function (model, xhr, options) {
                            if (url = xhr.getResponseHeader('Location'))
                                window.location = url;
                        }
                    });
                },
                filterThread: function(e) {
                    var currentElement = Backbone.$(e.currentTarget);
                    if(type = currentElement.attr('data-type')) {
                        localStorage.setItem("threadTab", type);
                        if (type != 'all')
                            $('.uv-ticket-main.create').hide()
                        else
                            $('.uv-ticket-main.create').show()
                        $('.uv-ticket-wrapper.thread-list').html('')
                        models = []
                        threadCollection.each(function(model) {
                            models.push(model)
                        })
                        total = threadCollection.models.length;
                        count = 0;
                        if (total) {
                            _.each(models, function (model) {
                                threadCollection.remove(model)
                                count++;
                                if(total == count) {
                                    threadCollection.reset()
                                    threadCollection.state.currentPage = 1;
                                    threadCollection.syncData()
                                }
                            });
                        } else {
                            threadCollection.reset()
                            threadCollection.state.currentPage = 1;
                            threadCollection.syncData()
                        }
                    }
                },
                confirmRemove: function(e) {
                    app.appView.openConfirmModal(this);
                },
                removeItem : function() {
                    if (this.model.attributes.isTrashed)
                        window.location.href = "{{ path('helpdesk_member_delete_ticket', {'ticketId': ticket.id}) }}";
                    else
                        window.location.href = "{{ path('helpdesk_member_trash_ticket', {'ticketId': ticket.id}) }}";
                },
                addCCCollaborators: function() {
                    if (collaboratorCollection.length) {
                        var collaboratorContainer = $('.uv-element-block.collaborators');
                        collaboratorContainer.find('.uv-field-block').html('');
                        collaboratorContainer.show()
                        _.each(collaboratorCollection.models, function (item) {
                            var json = item.attributes;
                            collaboratorContainer.find('.uv-field-block').append("<span><input type='hidden' name='cccol[]' value='" + json.email + "'/><a class='uv-btn-tag' href='#'><span class='uv-icon-remove-dark-before'></span>" + json.name + "</a></span>")
                        }, this);
                    }
                },
                removeCcCollaborator: function(e) {
                    e.preventDefault()
                    Backbone.$(e.currentTarget).parent().remove();
                    var collaboratorContainer = $('.uv-element-block.collaborators');
                    if (!collaboratorContainer.find('.uv-btn-tag').length)
                        collaboratorContainer.hide()
                },
                addToInput: function(e) {
                    var inputElement = Backbone.$(e.currentTarget);
                    var currentTab = inputElement.parents('.uv-tab-view');
                    var email = inputElement.val().trim();
                    if (e.which === 13 && email) {
                        e.preventDefault()
                        if (!this.model.preValidate({name: 'email', email: email})) {
                            inputElement.val('').trigger('input')
                            inputElement.removeClass('uv-dropdown-btn-active')
                            inputElement.siblings('.uv-dropdown-list').hide()
                            if (!currentTab.find(".to-list input[value='" + email + "'].to").length) {
                                currentTab.find('.to-list').append("<span><input type='hidden' name='to[]' value='" + email + "' class='to'/><a class='uv-btn-tag' href='#'><span class='uv-icon-remove-dark-before'></span>" + email + "</span></a></span>")
                            }
                        }
                    }
                },
                addTo: function(e) {
                    var currentTab = Backbone.$(e.currentTarget).parents('.uv-tab-view');
                    var email =  Backbone.$(e.currentTarget).attr('data-id');
                    if (!currentTab.find(".to-list input[value='" + email + "'].to").length) {
                        currentTab.find('.to-list').append("<span><input type='hidden' name='to[]' value='" + email + "' class='to'/><a class='uv-btn-tag' href='#'><span class='uv-icon-remove-dark-before'></span>" + email + "</span></a></span>")
                    }
                },
                showCcBccBlock: function(e) {
                    var currentElement = Backbone.$(e.currentTarget);
                    var currentTab = currentElement.parents('.uv-tab-view');
                    if (currentElement.is(':checked')) {
                        currentTab.find('.uv-element-block.cc-bcc').find('.uv-field-block').show()
                    } else {
                        currentTab.find('.uv-element-block.cc-bcc').find('.uv-field-block').hide()
                        currentTab.find('.uv-element-block .cc-bcc-list').html('')
                    }
                },
                addCcBccInput: function(e) {
                    var inputElement = Backbone.$(e.currentTarget);
                    var currentTab = inputElement.parents('.uv-tab-view');
                    var email = inputElement.val().trim();
                    if (e.which === 13 && email) {
                        e.preventDefault()
                        type = currentTab.find('.cc-bcc-select option:selected').text()
                        if (!this.model.preValidate({name: 'email', email: email})) {
                            inputName = $('.cc-bcc-select').val()
                            inputElement.val('').trigger('input')
                            inputElement.removeClass('uv-dropdown-btn-active')
                            inputElement.siblings('.uv-dropdown-list').hide()
                            if (!currentTab.find(".cc-bcc-list input[value='" + email + "']." + inputName).length) {
                                currentTab.find('.cc-bcc-list').append("<span><input type='hidden' name='" + inputName + "[]' value='" + email + "' class='" + inputName + "'/><a class=uv-btn-tag uv-lowercase' href='#'><span class='uv-icon-remove-dark-before'></span>" + email + " : <span class='uv-uppercase'>" + type + "</span></a></span>")
                            }
                        }
                    }
                },
                addCcBcc: function(e) {
                    var currentTab = Backbone.$(e.currentTarget).parents('.uv-tab-view');
                    var email =  Backbone.$(e.currentTarget).attr('data-id');
                    type = currentTab.find('.cc-bcc-select option:selected').text()
                    inputName = currentTab.find('.cc-bcc-select').val()
                    if (!currentTab.find(".cc-bcc-list input[value='" + email + "']." + inputName).length) {
                        currentTab.find('.uv-element-block.cc-bcc .uv-group-field.uv-dropdown-other').val('').trigger('input')
                        currentTab.find('.cc-bcc-list').append("<span><input type='hidden' name='" + inputName + "[]' value='" + email + "' class='" + inputName + "'/><a class=uv-btn-tag uv-lowercase' href='#'><span class='uv-icon-remove-dark-before'></span>" + email + " : <span class='uv-uppercase'>" + type + "</span></a></span>")
                    }
                },
                removeEmail: function(e) {
                    e.preventDefault()
                    Backbone.$(e.currentTarget).parent().remove();
                },
                setNextView: function(e) {
                    var currentElement = Backbone.$(e.currentTarget);
                    var nextView = currentElement.attr('data-value');
                    localStorage.setItem("nextView", nextView);
                    $(".next-view input").val(nextView)
                    $(".next-view .uv-dropdown-btn").text(currentElement.text())
                },
                validateForm : function(e) {
                    e.preventDefault();
                    var element = Backbone.$(e.currentTarget);
                    formType = element.parents('.uv-tab-view.uv-tab-view-active').attr('id');
                    form = element.parents('form');
                    form.find('.reply-status').val(element.attr('data-id'));
                    form.find('.uv-field-message').remove()

                    var html = tinyMCE.get(formType + "-area").getContent();
                    if (app.appView.htmlText(html) != '' || -1 != html.indexOf('<img')) {
                        if (formType == 'forward') {
                            if (!form.find(".to-list input.to").length) {
                                $('.uv-element-block.to').append("<span class='uv-field-message'>{{ 'This field is mandatory'|trans }}</span>")
                            } else {
                                this.stopDraftSaveFlag = 1;

                                app.appView.showLoader();
                                tinyMCE.activeEditor.uploadImages(function(response) {
                                    app.appView.hideLoader();

                                    form.submit();
                                    $('.uv-btn.forward').attr('disabled', 'disabled');
                                });
                            }
                        } else {
                            this.stopDraftSaveFlag = 1;
                            if (localStorage) {
                                localStorage.setItem("threadTab", "all");
                            }

                            app.appView.showLoader();
                            tinyMCE.activeEditor.uploadImages(function(response) {
                                app.appView.hideLoader();

                                form.submit();
                                $('.uv-dropdown.reply').find('.uv-btn').attr('disabled', 'disabled');
                            });
                        }
                    } else {
                        form.find('.uv-element-block-textarea').append("<span class='uv-field-message'>{{ 'This field is mandatory'|trans }}</span>");
                        if (formType == 'forward') {
                            if(!form.find(".to-list input.to").length) {
                                $('.uv-element-block.to').append("<span class='uv-field-message'>{{ 'This field is mandatory'|trans }}</span>")
                            }
                        }
                    }
                },
                updateTicket: function(e) {
                    e.preventDefault();
                    this.model.set($('#edit-ticket-modal form').serializeObject());
                    if (this.model.isValid(['subject', 'reply'])) {
                        $('#edit-ticket-modal form').find('.uv-btn').attr('disabled', 'disabled');
                        $('#edit-ticket-modal form').submit();
                    }
                },
                showReplyQuote: function(e) {
                    Backbone.$(e.currentTarget).next().toggle();
                },

                // Agent roles and permissions quick view
                quickViewTemplate: _.template($("#agent_access_details_quick_view_tmp").html()),
                navigateQuickView : function(e) {
                    e.preventDefault();

                    var currentElement = Backbone.$(e.currentTarget);
                    var self = this;

                    if(currentElement.hasClass("uv-quick-view-trigger"))
                        app.appView.showLoader();

                    if(self.xhrReq)
                        self.xhrReq.abort();

                    $("#quick-view-modal .uv-loader").show()

                    self.xhrReq = $.ajax({
                        url: "{{ path('helpdesk_member_ticket_user_permission_quick_view_xhr') }}", // Make sure this route is correct
                        type: 'GET',
                        data: { 'ticketId': ticketModel.attributes.id }, // Sending the ticket ID
                        dataType: 'json',
                        success: function(response) {
                            console.log(response);
                            self.xhrReq = 0;
                            if(currentElement.hasClass("uv-quick-view-trigger"))
                                app.appView.hideLoader();

                            self.renderQuickView(response)
                        },
                        error: function(xhr) {
                            self.xhrReq = 0;
                            if(url = xhr.getResponseHeader('Location'))
                                window.location = url;
                            app.appView.hideLoader();
                        }
                    });
                },

                renderQuickView: function(response) {
                    $('#quick-view-modal .uv-pop-up-box').html(this.quickViewTemplate(response));
                    app.appView.openModal('quick-view-modal')
                    $('#quick-view-modal .message').find('img').removeAttr('crossorigin');

                    $('#quick-view-modal .message').find('.uv-icon-ellipsis').remove();
                    $('#quick-view-modal .message').find('.helpdesk_blockquote').eq(0).before("<span class='uv-icon-ellipsis uv-ellipsis-mirror'></span>").hide();
                    app.appView.relativeTime();
                },
                toggleAccordian: function(e) {
                    const arrowElement = Backbone.$(e.currentTarget);

                    // Map of section configurations
                    const sectionMap = {
                        'uv-group-section': {
                            block: '.uv-agent-details-section',
                            arrow: '.uv-accordian-icon',
                        },
                        'uv-team-section': {
                            block: '.uv-agent-details-section',
                            arrow: '.uv-accordian-icon',
                        },
                        'uv-privilage-section': {
                            block: '.uv-agent-details-section',
                            arrow: '.uv-accordian-icon'
                        },
                        'uv-ticketView-section': {
                            block: '.uv-agent-details-section',
                            arrow: '.uv-accordian-icon'
                        }
                    };

                    // Find which section was clicked
                    const sectionKey = Object.keys(sectionMap).find(key =>
                        arrowElement.closest(`.${key}`).length
                    );

                    if (sectionKey) {
                        const section = sectionMap[sectionKey];
                        const filterSection = this.$(`.${sectionKey} ${section.block}`);
                        const arrowToggle = this.$(`.${sectionKey} ${section.arrow}`);

                        // Toggle section visibility and update UI
                        const isVisible = filterSection.is(':visible');

                        filterSection[isVisible ? 'hide' : 'show']();

                        // Update arrow direction using CSS class
                        arrowToggle.toggleClass('up', !isVisible);
                    }
                },
                searchFilterXhr: _.debounce(function(e) {
                    currentElement = Backbone.$(e.currentTarget);
                    var parent = currentElement.parent();
                    if ($('.uv-dropdown-other.uv-dropdown-btn-active').parent().attr('id') != parent.attr('id'))
                        return;
                    parent.find("li:not(.uv-no-results, .uv-filter-info)").remove();
                    parent.find(".uv-filter-info").show()
                    if (currentElement.val().length > 1) {
                        parent.append(this.loaderTemplate())
                        parent.find('.uv-filter-info').text("{% trans %}Searching{% endtrans %} ...")
                        if(self.xhrReq)
                            self.xhrReq.abort();

                        self.xhrReq = $.ajax({
                            url : "{{ path('helpdesk_member_ticket_search_filter_options') }}",
                            type : 'GET',
                            data: {"type" : currentElement.attr('data-type'), "query": currentElement.val()},
                            dataType : 'json',
                            success : function(response) {
                                self.xhrReq = 0;
                                parent.find('.uv-loader').remove()
                                parent.find('.uv-filter-info').text("{{ 'Type atleast 2 letters'|trans }}").hide();
                                if (response.length == 0) {
                                    parent.find('.uv-no-results').show();
                                    parent.find('.uv-no-results').disabled = true;
                                } else {
                                    parent.find('.uv-no-results').hide();
                                    _.each(response, function(item) {
                                        parent.find('.uv-dropdown-list ul').append("<li data-id='" + item.id + "'>" + item.name + "</li>")
                                    });
                                }
                            },
                            error: function (xhr) {
                                self.xhrReq = 0;
                                parent.find('.uv-loader').remove()
                                parent.find('.uv-no-results').hide();
                                parent.find('.uv-filter-info').text("{{ 'Type atleast 2 letters'|trans }}").show();

                                if (url = xhr.getResponseHeader('Location'))
                                    window.location = url;
                            }
                        });
                    } else {
                        parent.find('.uv-no-results').hide();
                    }
                }, 1000)
            });

            // Ticket Thread View
            var ThreadItem = Backbone.View.extend({
                tagName : "div",
                className : "uv-ticket-main",
                template : _.template($("#thread_list_item_tmp").html()),
                editThreadTemplate : _.template($("#edit_thread_tmp").html()),
                events : {
                    'click .uv-thread-action .uv-dropdown-list li[data-action="delete"]': 'confirmRemove',
                    'click .uv-thread-action .uv-dropdown-list li[data-action="lock"]': 'lockAndUnlockThread',
                    'click .uv-thread-action .uv-dropdown-list li[data-action="pin"]': 'pinThread',
                    'click .uv-thread-action .uv-dropdown-list li[data-action="mark"]': 'markForTask',
                    'click .uv-thread-action .uv-dropdown-list li[data-action="forward"]' : 'forwardThread',
                    'click .uv-thread-action .uv-dropdown-list li[data-action="edit"]' : 'editThread',
                    'click .uv-btn.cancel-edit' : 'cancelEdit',
                    'click .uv-btn.saveThread' : 'updateThread',
                    'click .copy-thread-link' : 'copyThreadLink',
                    'blur .input-copy-thread-link': 'removeCopyThreadLink'
                },
                render : function () {
                    this.$el.html(this.template(this.model.toJSON()));

                    this.$el.addClass("thread-" + this.model.id)
                    if (this.model.attributes.threadType == 'note' && this.model.attributes.userType == 'System') {
                        this.$el.addClass('uv-ticket-note') 
                    } else if (this.model.attributes.threadType == 'note' && this.model.attributes.userType != 'System') {
                        this.$el.addClass('uv-ticket-note-agent') 
                    }

                    return this;
                },
                unrender : function(response) {
                    if(response.alertMessage != undefined) {
                        var self = this;
                        {# threadCollection.models.remove(this.model); #}
                        threadCollection.models = threadCollection.models.filter(thread => {
                            if(thread.id == self.model.id) {
                                return false;
                            }

                            return true;
                        });
                        this.remove();
                        threadCollection.syncData();
                        app.appView.renderResponseAlert(response);
                    }
                },
                confirmRemove: function(e) {
                    app.appView.openConfirmModal(this);
                },
                removeItem : function() {
                    self = this;
                    var index = threadIds.indexOf(this.model.id);
                    if (index > -1)
                        threadIds.splice(index, 1);
                    app.appView.showLoader();
                    this.model.destroy({
                        url : "{{ path('helpdesk_member_thread_xhr') }}/" + this.model.id,
                        data : { 'ticketId' : ticketModel.attributes.id },
                        success : function (model, response, options) {
                            app.appView.hideLoader();
                            self.unrender(response);
                        },
                        error: function (model, xhr, options) {
                            if(url = xhr.getResponseHeader('Location'))
                                window.location = url;
                            var response = warningResponse;
                            if(xhr.responseJSON)
                                response = xhr.responseJSON;

                            app.appView.hideLoader();
                            app.appView.renderResponseAlert(response);
                        }
                    });
                },
                lockAndUnlockThread :function(e) {
                    self = this;
                    currentElement = Backbone.$(e.currentTarget);
                    var isLocked = 0;
                    if(this.model.get('isLocked')) {
                        this.model.set('isLocked', 0);
                        currentElement.attr('data-id', isLocked).text("{{ 'Lock Thread'|trans }}");
                    } else {
                        isLocked = 1;
                        this.model.set('isLocked', 1);
                        currentElement.attr('data-id', isLocked).text("{{ 'Unlock Thread'|trans }}");
                    }
                    app.appView.showLoader();
                    this.model.save({
                        isLocked: isLocked,
                        id: this.model.id,
                        ticketId: ticketModel.attributes.id,
                        updateType: 'lock'
                    }, {
                        patch: true,
                        url : "{{ path('helpdesk_member_thread_xhr') }}/" + this.model.id,
                        success : function (model, response, options) {
                            self.toggleThreadPropertyIcon()
                            app.appView.hideLoader();
                            app.appView.renderResponseAlert(response);
                        },
                        error: function (model, xhr, options) {
                            if(url = xhr.getResponseHeader('Location'))
                                window.location = url;
                            var response = warningResponse;
                            if(xhr.responseJSON)
                                response = xhr.responseJSON;

                            app.appView.hideLoader();
                            app.appView.renderResponseAlert(response);
                        }
                    });
                },
                pinThread :function(e) {
                    self = this;
                    currentElement = Backbone.$(e.currentTarget);
                    var bookmark = 0;
                    if(this.model.get('bookmark')) {
                        this.model.set('bookmark', 0);
                        currentElement.attr('data-id', bookmark).text("{{ 'Pin Thread'|trans }}");
                    } else {
                        bookmark = 1;
                        this.model.set('bookmark', 1);
                        currentElement.attr('data-id', bookmark).text("{{ 'Unpin Thread'|trans }}");
                    }
                    app.appView.showLoader();
                    this.model.save({
                        bookmark: bookmark,
                        id: this.model.id,
                        ticketId: ticketModel.attributes.id,
                        updateType: 'bookmark'
                    }, {
                        patch: true,
                        url : "{{ path('helpdesk_member_thread_xhr') }}/" + this.model.id,
                        success : function (model, response, options) {
                            self.toggleThreadPropertyIcon()
                            app.appView.hideLoader();
                            app.appView.renderResponseAlert(response);
                        },
                        error: function (model, xhr, options) {
                            if(url = xhr.getResponseHeader('Location'))
                                window.location = url;
                            var response = warningResponse;
                            if(xhr.responseJSON)
                                response = xhr.responseJSON;

                            app.appView.hideLoader();
                            app.appView.renderResponseAlert(response);
                        }
                    });
                },
                forwardThread : function(e) {
                    var element = Backbone.$(e.currentTarget);
                    tinymce.get('forward-area').setContent(this.model.attributes.reply);
                    $('#forward-area').parent().find('img').removeAttr('crossorigin');
                    $(".uv-tabs li[for='forward']").trigger('click');

                    $('.uv-ticket-scroll-region').animate({
                        scrollTop: $('#default').outerHeight()
                    }, 'slow');
                },
                cancelEdit : function(e) {
                    this.initEditThread();
                    tinymce.get('uv-edit-thread').destroy()
                },
                editThread : function(e) {
                    $('.thread-edit-container .cancel-edit').trigger('click');
                    this.initEditThread();
                    this.$el.find('.message').hide().after(this.editThreadTemplate());
                    this.$el.find('.uv-ticket-uploads').hide()

                    InitTinyMce('#uv-edit-thread');
                    tinymce.get('uv-edit-thread').setContent(this.model.attributes.reply);
                    this.$el.find('img').removeAttr('crossorigin');
                },
                initEditThread: function() {
                    $('.thread-edit-container').remove();
                    messageElement = this.$el.find('.message');
                    messageElement.show();
                    this.$el.find('.uv-ticket-uploads').show()
                },
                updateThread : function(e) {
                    e.preventDefault();
                    var currentElement = Backbone.$(e.currentTarget);
                    parent = currentElement.parents('.thread-edit-container')
                    parent.find('.uv-field-message').remove()

                    var html = tinyMCE.get("uv-edit-thread").getContent();
                    if(app.appView.stripHTML(html) != '') {
                        var self = this;
                        currentElement.attr("disabled", "disabled");
                        this.model.set('reply', html);
                        app.appView.showLoader()
                        this.model.save({}, {
                            url : "{{ path('helpdesk_member_thread_update_xhr') }}/" + this.model.id,
                            success : function (model, response, options) {
                                app.appView.hideLoader()
                                messageElement = self.$el.find('.message');
                                if(response.alertClass == 'success') {
                                    messageElement.html(self.model.attributes.reply).show();
                                    messageElement.find('.uv-icon-ellipsis').remove();
                                    messageElement.find('.helpdesk_blockquote').eq(0).before("<span class='uv-icon-ellipsis uv-ellipsis-mirror'></span>").hide();
                                }

                                self.initEditThread();
                                tinymce.get('uv-edit-thread').destroy()
                                app.appView.renderResponseAlert(response);
                            },
                            error: function (model, xhr, options) {
                                self.initEditThread();
                                tinymce.get('uv-edit-thread').destroy()
                                if(url = xhr.getResponseHeader('Location'))
                                    window.location = url;
                                var response = warningResponse;
                                if(xhr.responseJSON)
                                    response = xhr.responseJSON;
                                app.appView.hideLoader()
                                app.appView.renderResponseAlert(response);
                            }
                        });
                    } else {
                        this.$el.find('.uv-element-block-textarea').append("<span class='uv-field-message'>{{ 'This field is mandatory'|trans }}</span>");
                    }
                },
                toggleCreateTaskBar : function() {
                    if(threadIds.length) {
                        $("#uv-task-view").css('right', '0px');
                        $("#uv-task-view .uv-create-task").show()
                        $("#uv-task-view .uv-task-list").hide()
                    } else {
                        $("#uv-task-view").css('right', '-300px');
                        $("#uv-task-view .uv-create-task").hide()
                        $("#uv-task-view .uv-task-list").show()
                    }
                },
                copyThreadLink: function(e){
                    _.delay(function(){
                        $(e.currentTarget).before('<input type="text" class="input-copy-thread-link uv-field" value="' + window.location.href + '"/>');
                        $(e.currentTarget).prev().focus().select();
                    }, 100);
                },
                removeCopyThreadLink: function(e){
                    $(e.currentTarget).remove();
                },
                toggleThreadPropertyIcon: function(e) {
                    if(jQuery.inArray(this.model.id, threadIds) !== -1 || this.model.get('bookmark') || this.model.get('isLocked')) {
                        this.$el.find('.uv-icon-pinned').parents('.uv-ticket-strip').show()
                    } else {
                        this.$el.find('.uv-icon-pinned').parents('.uv-ticket-strip').hide()
                    }

                    if(jQuery.inArray(this.model.id, threadIds) !== -1)
                        this.$el.find('.uv-icon-marked-task').parent().show()
                    else
                        this.$el.find('.uv-icon-marked-task').parent().hide()

                    if(this.model.get('bookmark'))
                        this.$el.find('.uv-icon-pinned').parent().show()
                    else
                        this.$el.find('.uv-icon-pinned').parent().hide()

                    if(this.model.get('isLocked'))
                        this.$el.find('.uv-icon-locked').parent().show()
                    else
                        this.$el.find('.uv-icon-locked').parent().hide()
                }
            });

            // Ticket Thread List
            var ThreadList = Backbone.View.extend({
                el : $(".thread-list"),
                initialize : function() {
                    this.listenTo(threadCollection.fullCollection, "add", this.renderThread);
                },
                renderThread : function (item) {
                    var threadItem = new ThreadItem({
                        model: item
                    });
                    if(item.id < threadCollection.fullCollection.at(0).id)
                        this.$el.prepend(threadItem.render().el);
                    else
                        this.$el.append(threadItem.render().el);
                    threadItem.$el.find('.helpdesk_blockquote').eq(0).before("<span class='uv-icon-ellipsis uv-ellipsis-mirror'></span>").hide();
                    //emojifyRun();
                    this.$el.find('img').removeAttr('crossorigin');
                    this.$el.find('div.message a').attr('target', '_blank');
                    app.appView.relativeTime();
                }
            });

            // Ticket Pagination View
            var Pagination = Backbone.View.extend({
                el: $('.uv-ticket-accordion'),
                events: {
                    'click .uv-ticket-count-stat': 'loadMore',
                },
                renderPagination: function(pagination) {
                    if(pagination.totalCount - pagination.lastItemNumber > 0 && pagination.lastItemNumber > 0) {
                        var remain = pagination.totalCount - pagination.lastItemNumber;
                        $('.uv-ticket-count-stat').text(remain)
                        $('.uv-ticket-accordion').removeClass('uv-ticket-accordion-expanded').removeClass('uv-ticket-accordion-no-count')
                    } else {
                        $('.uv-ticket-accordion').addClass('uv-ticket-accordion-expanded').addClass('uv-ticket-accordion-no-count')
                    }
                },
                loadMore: function() {
                    threadCollection.syncData();
                }
            });

            // Ticket collaborator Item View
            var CollaboratorItem = Backbone.View.extend({
                tagName : "a",
                className: 'uv-btn-tag',
                template : _.template("{% if user_service.isAccessAuthorized('ROLE_AGENT_DELETE_COLLABORATOR_FROM_TICKET') %}<span class='uv-tag'><span class='uv-icon-remove-dark-before'></span><%- name %></span>{% else %}<span class='uv-tag-delete'><%- name %></span>{% endif %}"),
                events : {
                    'click .uv-tag' : 'confirmRemove'
                },
                render : function () {
                    this.$el.html(this.template(this.model.toJSON()));
                    return this;
                },
                unrender : function(response) {
                    if(response.alertMessage != undefined) {
                        app.appView.renderResponseAlert(response);
                    }
                },
                removeItem: function() {
                    {% if user_service.isAccessAuthorized('ROLE_AGENT_ADD_COLLABORATOR_TO_TICKET') %}
                        self = this;
                        app.appView.showLoader();
                        this.model.destroy({
                            data : { 'ticketId' : this.model.attributes.ticketId },
                            success : function (model, response, options) {
                                app.appView.hideLoader();
                                self.$el.remove();
                                self.unrender(response);
                            },
                            error: function (model, xhr, options) {
                                if(url = xhr.getResponseHeader('Location'))
                                    window.location = url;
                                var response = warningResponse;
                                if(xhr.responseJSON)
                                    response = xhr.responseJSON;

                                app.appView.hideLoader();
                                app.appView.renderResponseAlert(response);
                            }
                        });
                    {% endif %}
                },
                confirmRemove: function(e) {
                    e.preventDefault();
                    {% if user_service.isAccessAuthorized('ROLE_AGENT_ADD_COLLABORATOR_TO_TICKET') %}
                        app.appView.openConfirmModal(this);
                    {% endif %}
                }
            });

            // Ticket Collaborator View
            var CollaboratorList = Backbone.View.extend({
                el : $(".collaborator-list-block"),
                events : {
                    'keypress .uv-field' : 'addCollaborator',
                    'focusout .uv-field' : 'removeErrorClass'
                },
                initialize : function() {
                    //Backbone.Validation.bind(this);
                },
                render : function() {
                    this.$el.find(".collaborator-list").html('');
                    var self = this;
                    collaboratorOptionHtml = '';

                    if(collaboratorCollection.length) {
                        _.each(collaboratorCollection.models, function (item) {
                            this.renderCollaborator(item);
                        }, this);
                    }
                    ticketView.addCCCollaborators()
                },
                renderCollaborator : function (item) {
                    var collaborator = new CollaboratorItem({
                        model: item
                    });
                    this.$el.find('.collaborator-list').append(collaborator.render().el);
                },
                removeErrorClass: function(e) {
                    var inputElement = Backbone.$(e.currentTarget);
                    inputElement.removeClass('uv-field-error');
                    inputElement.parents('.uv-element-block').find('.uv-field-message').remove()
                },
                addCollaborator : function(e) {
                    {% if user_service.isAccessAuthorized('ROLE_AGENT_ADD_COLLABORATOR_TO_TICKET') %}
                        var inputElement = Backbone.$(e.currentTarget);
                        inputElement.removeClass('uv-field-error');
                        inputElement.parents('.uv-element-block').find('.uv-field-message').remove()
                        var text = inputElement.val().trim();

                        if (e.which === 13 && text) {
                            this.model = new CollaboratorModel();
                            self = this;
                            this.model.set({email: text})

                            if(this.model.isValid(true)) {
                                app.appView.showLoader();
                                this.model.save({},{
                                    success : function (model, response, options) {
                                        inputElement.val('');
                                        if(response.alertClass == "success") {
                                            collaboratorCollection.add(model);
                                        }
                                        self.render();
                                        app.appView.hideLoader();
                                        app.appView.renderResponseAlert(response);
                                    },
                                    error: function (model, xhr, options) {
                                        if(url = xhr.getResponseHeader('Location'))
                                            window.location = url;
                                        var response = warningResponse;
                                        if(xhr.responseJSON)
                                            response = xhr.responseJSON;

                                        app.appView.hideLoader();
                                        app.appView.renderResponseAlert(response);
                                    }
                                });
                            } else {
                                inputElement.addClass('uv-field-error');
                                if(text)
                                    inputElement.parents('.uv-element-block').append("<span class='uv-field-message'>{{ 'Email address is invalid'|trans }}</span>");
                            }
                        }
                    {% endif %}
                }
            });


            // Ticket Tag Item View
            var TagItem = Backbone.View.extend({
                tagName : "a",
                className : "uv-btn-tag",
                template : _.template("<span class='uv-tag'>{% if user_service.isAccessAuthorized('ROLE_AGENT_DELETE_TAG') %}<span class='uv-icon-remove-dark-before'></span>{% endif %}<%- name %></span>"),
                events : {
                    'click .uv-tag' : "confirmRemove"
                },
                render : function () {
                    this.$el.html(this.template(this.model.toJSON()));

                    return this;
                },
                unrender : function(response) {
                    if(response.alertMessage != undefined) {
                        tagListView.render();
                        app.appView.renderResponseAlert(response);
                    }
                },
                removeItem : function () {
                    {% if user_service.isAccessAuthorized('ROLE_AGENT_DELETE_TAG') %}
                    self = this;
                    app.appView.showLoader();
                    this.model.destroy({
                        data : { 'ticketId' : ticketModel.id } ,
                        success : function (model, response, options) {
                            app.appView.hideLoader();
                            self.$el.remove();
                            self.unrender(response);
                        },
                        error: function (model, xhr, options) {
                            if(url = xhr.getResponseHeader('Location'))
                                window.location = url;
                            var response = warningResponse;
                            if(xhr.responseJSON)
                                response = xhr.responseJSON;

                            app.appView.hideLoader();
                            app.appView.renderResponseAlert(response);
                        }
                    });
                    {% endif %}
                },
                confirmRemove: function(e) {
                    e.preventDefault();
                    {% if user_service.isAccessAuthorized('ROLE_AGENT_DELETE_TAG') %}
                        app.appView.openConfirmModal(this)
                    {% endif %}
                }
            });

            // Ticket Tag View
            var TagList = Backbone.View.extend({
                el : $(".tag-list-block"),
                events : {
                    'keypress .uv-field' : 'addTag',
                    'focusout .uv-field' : 'removeErrorClass',
                    'click .uv-dropdown-list li': 'addTag'
                },
                render : function() {
                    var self = this;
                    this.$el.find(".tag-list").html('');
                    if (tagCollection.length) {
                        _.each(tagCollection.models, function (item) {
                            this.renderTag(item);
                        }, this);
                    }
                },
                renderTag : function (item) {
                    var tag = new TagItem({
                        model: item
                    });
                    this.$el.find('.tag-list').append(tag.render().el);
                },
                addTag : function(e) {
                    {% if user_service.isAccessAuthorized('ROLE_AGENT_ADD_TAG') %}
                        var currentElement = Backbone.$(e.currentTarget);
                        if (currentElement.is('li')) {
                            var inputElement = currentElement.parents('.uv-field-block').find('.uv-dropdown-other');
                            var text = currentElement.text().trim();
                        } else {
                            var inputElement = currentElement;
                            var text = inputElement.val().trim();
                        }
                        inputElement.removeClass('uv-field-error');
                        inputElement.parents('.uv-element-block').find('.uv-field-message').remove()

                        if (currentElement.is('li') || (e.which === 13 && text)) {
                            if (text.length <= 20) {
                                if (tagCollection.isTagExist(text)) {
                                    var self = this;
                                    inputElement.val('');
                                    this.model = new TagModel();
                                    this.model.set({name:text});
                                    self = this;

                                    app.appView.showLoader();
                                    this.model.save({}, {
                                        success: function (model, response, options) {
                                            inputElement.parent().find("li:not(.uv-no-results)").remove()
                                            inputElement.parent().find(".uv-no-results").show()
                                            if (!currentElement.is('li')) {
                                                inputElement.trigger('click')
                                            }
                                            if (response.alertClass == "success") {
                                                tagCollection.add(model);
                                                self.render();
                                            }

                                            app.appView.hideLoader();
                                            app.appView.renderResponseAlert(response);
                                        },
                                        error: function (model, xhr, options) {
                                            if (url = xhr.getResponseHeader('Location'))
                                                window.location = url;
                                            var response = warningResponse;
                                            if (xhr.responseJSON)
                                                response = xhr.responseJSON;

                                            app.appView.hideLoader();
                                            app.appView.renderResponseAlert(response);
                                        }
                                    });
                                } else {
                                    inputElement.addClass('uv-field-error');
                                    inputElement.parents('.uv-element-block').append("<span class='uv-field-message'>{{ 'Tag with same name already exist'|trans }}</span>");
                                }
                            } else {
                                inputElement.addClass('uv-field-error');
                                inputElement.parents('.uv-element-block').append("<span class='uv-field-message'>{{ 'Text length should be less than 20 charactors'|trans }}</span>");
                            }
                        }
                    {% endif %}
                },
                removeErrorClass: function(e) {
                    var inputElement = Backbone.$(e.currentTarget);
                    inputElement.removeClass('uv-field-error');
                    inputElement.parents('.uv-element-block').find('.uv-field-message').remove()
                },
            });

            // Ticket Label Item View
            var LabelItem = Backbone.View.extend({
                tagName : "a",
                className : "uv-btn-label",
                template : _.template("<span class='uv-tag'><span class='uv-icon-remove-before'></span><%- name %></span>"),
                events : {
                    'click .uv-tag' : "confirmRemove"
                },
                render : function () {
                    this.$el.html(this.template(this.model.toJSON()));

                    return this;
                },
                unrender : function(response) {
                    if (response.alertMessage != undefined) {
                        labelListView.render();
                        app.appView.renderResponseAlert(response);
                    }
                },
                removeItem : function () {
                    self = this;
                    app.appView.showLoader();

                    this.model.destroy({
                        url : "{{ path('helpdesk_member_update_ticket_attributes_xhr') }}",
                        data : { attribute :'label', 'ticketId': ticketModel.id, 'labelId': this.model.get('id') },
                        success : function (model, response, options) {
                            app.appView.hideLoader();
                            self.$el.remove();
                            self.unrender(response);
                        },
                        error: function (model, xhr, options) {
                            if (url = xhr.getResponseHeader('Location'))
                                window.location = url;
                            var response = warningResponse;
                            if (xhr.responseJSON)
                                response = xhr.responseJSON;

                            app.appView.hideLoader();
                            app.appView.renderResponseAlert(response);
                        }
                    });
                },
                confirmRemove: function(e) {
                    e.preventDefault();
                    app.appView.openConfirmModal(this)
                }
            });

            // Ticket Label View
            var LabelList = Backbone.View.extend({
                el: $(".label-list-block"),
                events: {
                    'keypress .uv-field' : 'addLabel',
                    'focusout .uv-field' : 'removeErrorClass',
                    'click .uv-dropdown-list li': 'addLabel'
                },
                render : function() {
                    var self = this;
                    this.$el.find(".label-list").html('');
                    if (labelCollection.length) {
                        _.each(labelCollection.models, function (item) {
                            this.renderLabel(item);
                        }, this);
                    }
                },
                renderLabel : function (item) {
                    var label = new LabelItem({
                        model: item
                    });
                    lavelItem = label.render().el;
                    $(lavelItem).attr('style', 'background:' + item.attributes.color)
                    this.$el.find('.label-list').append(lavelItem);
                },
                addLabel : function(e) {
                    var currentElement = Backbone.$(e.currentTarget);
                    if (currentElement.is('li')) {
                        var inputElement = currentElement.parents('.uv-field-block').find('.uv-dropdown-other');
                        var text = currentElement.text().trim();
                    } else {
                        var inputElement = currentElement;
                        var text = inputElement.val().trim();
                    }
                    inputElement.removeClass('uv-field-error');
                    inputElement.parents('.uv-element-block').find('.uv-field-message').remove()

                    if (currentElement.is('li') || (e.which === 13 && text)) {
                        if (text.length <= 20) {
                            if (labelCollection.isLabelExist(text)) {
                                var self = this;
                                inputElement.val('');
                                this.model = new LabelModel();
                                this.model.set({name:text});
                                self = this;

                                app.appView.showLoader();
                                this.model.save({}, {
                                    success: function (model, response, options) {
                                        inputElement.parent().find("li:not(.uv-no-results)").remove()
                                        inputElement.parent().find(".uv-no-results").show()
                                        if (!currentElement.is('li')) {
                                            inputElement.trigger('click')
                                        }
                                        if (response.alertClass == "success") {
                                            labelCollection.add(model);
                                            self.render();
                                        }

                                        app.appView.hideLoader();
                                        app.appView.renderResponseAlert(response);
                                    },
                                    error: function (model, xhr, options) {
                                        if (url = xhr.getResponseHeader('Location'))
                                            window.location = url;
                                        var response = warningResponse;
                                        if (xhr.responseJSON)
                                            response = xhr.responseJSON;

                                        app.appView.hideLoader();
                                        app.appView.renderResponseAlert(response);
                                    }
                                });
                            } else {
                                inputElement.addClass('uv-field-error');
                                inputElement.parents('.uv-element-block').append("<span class='uv-field-message'>{{ 'Label with same name already exist'|trans }}</span>");
                            }
                        } else {
                            inputElement.addClass('uv-field-error');
                            inputElement.parents('.uv-element-block').append("<span class='uv-field-message'>{{ 'Text length should be less than 20 charactors'|trans }}</span>");
                        }
                    }
                },
                removeErrorClass: function(e) {
                    var inputElement = Backbone.$(e.currentTarget);
                    inputElement.removeClass('uv-field-error');
                    inputElement.parents('.uv-element-block').find('.uv-field-message').remove()
                },
            });

            // Ticket Router
            var Router = Backbone.Router.extend({
                routes: {
                    'thread/:thread' : 'threadRequestedId'
                },
                threadRequestedId: function(thread){
                    threadCollection.threadRequestedId = thread;
                },
                scrollPage : function(divId) {
                    if ($(divId).length){
                        $('li a[href="'+divId+'"]').trigger('click');
                        $('.uv-ticket-scroll-region').animate({
                            scrollTop: $(divId).offset().top
                        }, 'slow');
                    } else if (divId == '#') { //scroll to last thread added
                        if (threadCollection.fullCollection.length)
                            this.scrollPage('#thread' + threadCollection.fullCollection.at(0).id);
                    }
                }
            });

            var customerForm = new CustomerForm({
                el : $(".uv-main-info-update-block"),
                model : new CustomerModel()
            });

            var ticketNavigation = $.parseJSON('{{ ticketNavigationIteration|json_encode|raw }}');

            const copyContentToClipboard = async (content) => {
                try {
                    if (navigator.clipboard && navigator.clipboard.writeText) {
                        await navigator.clipboard.writeText(content);
                    } else {
                        // Fallback for unsupported browsers
                        const textarea = document.createElement("textarea");
                        textarea.value = content;
                        textarea.style.position = "fixed";  // avoid scrolling to bottom
                        document.body.appendChild(textarea);
                        textarea.focus();
                        textarea.select();
                        document.execCommand("copy");
                        document.body.removeChild(textarea);
                    }
                    console.log("Copied to clipboard!");
                } catch (err) {
                    console.error("Failed to copy content to clipboard:", err);
                }
            };

            var ticketModel = new TicketModel({
                id : "{{ ticket.id }}",
                status : "{{ ticket.status.id }}",
                priority : "{{ ticket.priority.id }}",
                group : "{{ ticket.supportGroup ? ticket.supportGroup.id : '' }}",
                subGroup : "{{ ticket.supportTeam ? ticket.supportTeam.id : '' }}",
                agent : "",
                profileImage : "",
                isTrashed : "{{ ticket.isTrashed }}"
            });

            ticketApp.ticketView = ticketView = new TicketView({
                model: ticketModel
            });

            uvdesk.ticket.model = ticketModel;

            threadCollection = new ThreadCollection();
            var threadList = new ThreadList();
            var pagination = new Pagination();

            var collaboratorCollection = new CollaboratorCollection($.parseJSON('{{ ticket_service.getTicketCollaborators(ticket.id)|json_encode|raw }}'));
            var collaboratorList = new CollaboratorList();
            collaboratorList.render();

            var tagCollection = new TagCollection($.parseJSON('{{ ticket_service.getTicketTagsById(ticket.id)|json_encode|raw }}'));
            var tagListView = new TagList();
            tagListView.render();

            var labelCollection = new LabelCollection($.parseJSON('{{ ticket_service.getTicketLabels(ticket.id)|json_encode|raw }}'));
            var labelListView = new LabelList();
            labelListView.render();

            var router = new Router();
            Backbone.history.start({push_state:true});

            threadCollection.syncData();
        });
    </script>

    <script>
        var sfTinyMceNew = $.extend({}, sfTinyMce);
        var toolbarOptions = sfTinyMce.options.toolbar;

        sfTinyMce.init({
            selector : '.uv-ticket-reply textarea',
            toolbar: toolbarOptions + ' | translate',
            mentions : getMentions(),
            images_upload_url: "",
            setup: function(editor) {
                editor.on('keydown', function(e) { /** for pageup, pagedown keys **/
                    if(e.keyCode == 34 || e.keyCode == 33){
                        e.preventDefault();
                    }
                });
                addTranslateButton(editor);
            }
        });

        function InitTinyMce(selector) {
            let sfTinyMceNew2 = $.extend({}, sfTinyMceNew);
            sfTinyMceNew2.init({
                selector : selector,
                mentions : getMentions(),
                setup: function(editor) {
                    addTranslateButton(editor);
                }
            });
        }

        function getMentions(){
            return {
                delimiter: ['#'],
                items: 15,
                source: function(){
                    return [
                        {
                            name : "{{ 'Ticket Id'|trans }}",
                            value : "{{ ticket.id }}",
                        },
                        {
                            name : "{{ 'Subject'|trans }}",
                            value : "{{ ticket.subject|replace({"\n":' ', "\r":' '}) }}",
                        },
                        {
                            name : "{{ 'Status'|trans }}",
                            value : "{{ ticket.status.description }}",
                        },
                        {
                            name : "{{ 'Priority'|trans }}",
                            value : "{{ ticket.priority.description|trans }}",
                        },
                        {
                            name : "{{ 'Type'|trans }}",
                            value : "{{ ticket.type ? ticket.type.description|replace({"\n":' ', "\r":' '}) : 'Not Assigned'|trans }}",
                        },
                        {
                            name : "{{ 'Group'|trans }}",
                            value : "{{ ticket.supportGroup ? ticket.supportGroup.description : 'Not Assigned'|trans }}",
                        },
                        {
                            name : "{{ 'Team'|trans }}",
                            value : "{{ ticket.supportTeam ? ticket.supportTeam.description : 'Not Assigned'|trans }}",
                        },
                        {
                            name : "{{ 'Customer Name'|trans }}",
                            value : "{{ customer.name }}",
                        },
                        {
                            name : "{{ 'Customer Email'|trans }}",
                            value : "{{ customer.email }}",
                        },
                        {
                            name : "{{ 'Agent Name'|trans }}",
                            value : "{{ ticketAgent.name is defined ? ticketAgent.name : 'Not Assigned'|trans }}",
                        },
                        {
                            name : "{{ 'Agent Email'|trans }}",
                            value : "{{ ticketAgent.email is defined ? ticketAgent.email : 'Not Assigned'|trans }}",
                        }
                    ];
                },
                insert: function(item) {
                    return '<span>' + item.value + '</span>';
                }
            };
        }
    </script>
    <script id="agent_access_details_quick_view_tmp" type="text/template">
        <div class="uv-pull-right quick-view-navigation">
            <div class="uv-loader" style="display: none">
                <span></span>
                <span></span>
                <span></span>
            </div>
        </div>
        <span class="uv-pop-up-close"></span>
        <h2>{{ 'Agent Access Details'|trans }}</h2>
        <div class="uv-pop-up-body uv-inner-section">
            <div class="uv-view">
                <div class="uv-ticket-head uv-grid-container">

                    <!-- Agent Groups -->
                    <div class="uv-grid-item uv-group-section">
                        <span class="uv-accordian-sec">
                            <h3>{{ 'Groups'|trans }}</h3>

                            <span class="uv-rt-accordian">
                                <% if (typeof agentGroups !== 'undefined' && agentGroups.length > 0) { %>
                                        <span class="uv-grid-item-count">
                                          <h4> <%= agentGroups.length %> Access </h4>
                                        </span>
                                <% } else { %>
                                        <span class="uv-grid-item-count">
                                          <h4> 0 Access </h4>
                                        </span>
                                <% } %>
                                <span class="uv-accordian-icon"></span>
                            </span>
                        </span>
                        <span class="uv-agent-details-section">
                            <ul class="uv-agent-details">
                                <% if (typeof agentGroups !== 'undefined' && agentGroups.length > 0) { %>
                                    <% agentGroups.forEach(function(group) { %>
                                        <li><%- group %></li>
                                    <% }) %>
                                <% } else { %>
                                    <p>{{ 'No Groups found'|trans }}</p>
                                <% } %>
                            </ul>
                        </span>
                    </div>

                    <!-- Agent Team -->
                    <div class="uv-grid-item uv-team-section" id="uv-team-access">
                        <span class="uv-accordian-sec">
                            <h3>{{ 'Teams'|trans }}</h3>

                            <span class="uv-rt-accordian">
                                <% if (typeof agentTeam !== 'undefined' && agentTeam.length > 0) { %>
                                        <span class="uv-grid-item-count">
                                          <h4> <%= agentTeam.length %> Access </h4>
                                        </span>
                                <% } else { %>
                                        <span class="uv-grid-item-count">
                                          <h4> 0 Access </h4>
                                        </span>
                                <% } %>
                                <span class="uv-accordian-icon"></span>
                            </span>
                        </span>
                        <span class="uv-agent-details-section">
                            <ul class="uv-agent-details">
                                <% if (typeof agentTeam !== 'undefined' && agentTeam.length > 0) { %>
                                    <% agentTeam.forEach(function(team) { %>
                                        <li><%- team %></li>
                                    <% }) %>
                                <% } else { %>
                                    <p>{{ 'No Teams found'|trans }}</p>
                                <% } %>
                            </ul>
                        </span>
                    </div>

                    <!-- Agent Privileges -->
                    <div class="uv-grid-item uv-privilage-section">
                        <span class="uv-accordian-sec">
                            <h3>{{ 'Privileges'|trans }}</h3>

                            <span class="uv-rt-accordian">
                                <% if (typeof agentPrivileges !== 'undefined' && agentPrivileges.length > 0) { %>
                                        <span class="uv-grid-item-count">
                                          <h4> <%= agentPrivileges.length %> Access </h4>
                                        </span>
                                <% } else { %>
                                        <span class="uv-grid-item-count">
                                          <h4> 0 Access </h4>
                                        </span>
                                <% } %>
                                <span class="uv-accordian-icon"></span>
                            </span>
                        </span>
                        <span class="uv-agent-details-section">
                            <ul class="uv-agent-details">
                                <% if (typeof agentPrivileges !== 'undefined' && agentPrivileges.length > 0) { %>
                                    <% agentPrivileges.forEach(function(privilege) { %>
                                        <li><%- privilege %></li>
                                    <% }) %>
                                <% } else { %>
                                    <p>{{ 'No Privileges found'|trans }}</p>
                                <% } %>
                            </ul>
                        </span>
                    </div>

                    <!-- Ticket View -->
                    <div class="uv-grid-item uv-ticketView-section">
                        <span class="uv-accordian-sec">
                            <h3>{{ 'Ticket View'|trans }}</h3>

                            <span class="uv-rt-accordian">
                                <% if (typeof ticketView !== 'undefined' && ticketView.length > 0) { %>
                                        <span class="uv-grid-item-count">
                                          <h4> 1 Access </h4>
                                        </span>
                                <% } else { %>
                                        <span class="uv-grid-item-count">
                                          <h4> 0 Access </h4>
                                        </span>
                                <% } %>
                                <span class="uv-accordian-icon"></span>
                            </span>
                        </span>
                        <span class="uv-agent-details-section">
                            <ul class="uv-agent-details">
                                <% if (typeof ticketView !== 'undefined' && ticketView.length > 0) { %>
                                    <li><%- ticketView %></li>
                                <% } else { %>
                                    <p>{{ 'No Ticket View Access found'|trans }}</p>
                                <% } %>
                            </ul>
                        </span>
                    </div>
                </div>
            </div>
        </div>
    </script>
{% endblock %}