feat(fusion_helpdesk_central): client-label field, views, branded ack email

x_fc_client_label on helpdesk.ticket (+ list/search exposure), create() override sends a branded acknowledgement (magic link via get_portal_url) for in-app-channel tickets only. 3 Enterprise tests (run on nexa).

Co-Authored-By: Claude Opus 4.7 (1M context) <noreply@anthropic.com>

fusion_helpdesk_central/__manifest__.py

@@ -3,7 +3,7 @@
 # License OPL-1
 {
     'name': 'Fusion Helpdesk Central — Client API Keys',
-    'version': '19.0.1.0.2',
+    'version': '19.0.1.1.0',
     'category': 'Productivity',
     'summary': 'Admin UI on the central Odoo for issuing per-client API '
                'keys used by fusion_helpdesk client deployments.',
@@ -28,7 +28,9 @@ Depends only on `helpdesk`. No client-side install needed.
     'data': [
         'security/ir.model.access.csv',
         'data/ir_config_parameter_data.xml',
+        'data/mail_template_ack.xml',
         'views/fusion_helpdesk_client_key_views.xml',
+        'views/helpdesk_ticket_views.xml',
     ],
     'installable': True,
     'auto_install': False,

fusion_helpdesk_central/data/mail_template_ack.xml

@@ -0,0 +1,55 @@
+<?xml version="1.0" encoding="utf-8"?>
+<!--
+    Copyright 2026 Nexa Systems Inc.
+    License OPL-1
+
+    Branded acknowledgement sent to the customer when an in-app-channel
+    ticket is created. Carries the portal magic link (object.get_portal_url()
+    embeds the access token) so the customer can track + reply without an
+    account. Button colours follow the company email branding, like Odoo's
+    own helpdesk templates.
+-->
+<odoo>
+    <data noupdate="1">
+        <record id="mail_template_ticket_ack" model="mail.template">
+            <field name="name">Helpdesk: Ticket Acknowledgement (Fusion)</field>
+            <field name="model_id" ref="helpdesk.model_helpdesk_ticket"/>
+            <field name="subject">We received your request [{{ object.ticket_ref or object.id }}]</field>
+            <field name="partner_to">{{ object.partner_id.id }}</field>
+            <field name="lang">{{ object.partner_id.lang }}</field>
+            <field name="auto_delete" eval="True"/>
+            <field name="body_html" type="html">
+                <div style="margin:0; padding:0; font-family:Arial, Helvetica, sans-serif; color:#21252b; font-size:14px;">
+                    <p>Hello <t t-out="object.partner_name or 'there'"/>,</p>
+                    <p>
+                        Thanks for reaching out — we've received your request and our
+                        support team will be in touch. Here are the details:
+                    </p>
+                    <table style="margin:12px 0; font-size:14px;">
+                        <tr>
+                            <td style="padding:2px 12px 2px 0; color:#6c757d;">Reference</td>
+                            <td style="padding:2px 0;"><strong t-out="object.ticket_ref or object.id"/></td>
+                        </tr>
+                        <tr>
+                            <td style="padding:2px 12px 2px 0; color:#6c757d;">Subject</td>
+                            <td style="padding:2px 0;"><t t-out="object.name or ''"/></td>
+                        </tr>
+                    </table>
+                    <p style="margin:18px 0;">
+                        <a t-att-href="object.get_base_url() + object.get_portal_url()"
+                           target="_blank"
+                           t-attf-style="background-color: {{ object.company_id.email_secondary_color or '#2c89e9' }}; padding:10px 18px; text-decoration:none; color: {{ object.company_id.email_primary_color or '#ffffff' }}; border-radius:5px; font-size:14px; display:inline-block;">
+                            View &amp; track your ticket
+                        </a>
+                    </p>
+                    <p style="color:#6c757d; font-size:13px;">
+                        You can reply directly to this email to add information, follow up
+                        from the link above, or sign up for an account from that page to
+                        manage all of your requests in one place.
+                    </p>
+                    <p style="color:#6c757d; font-size:13px;">— <t t-out="object.company_id.name or 'Support'"/></p>
+                </div>
+            </field>
+        </record>
+    </data>
+</odoo>

fusion_helpdesk_central/models/__init__.py

@@ -1,2 +1,3 @@
 # -*- coding: utf-8 -*-
 from . import fusion_helpdesk_client_key
+from . import helpdesk_ticket

fusion_helpdesk_central/models/helpdesk_ticket.py

@@ -0,0 +1,57 @@
+# -*- coding: utf-8 -*-
+# Copyright 2026 Nexa Systems Inc.
+# License OPL-1
+"""Central-side helpdesk.ticket extensions for the customer follow-up flow.
+
+Adds the `x_fc_client_label` deployment tag (set by the in-app reporter so
+the embedded inbox can scope per client) and sends a branded acknowledgement
+email — carrying the portal magic link — when an in-app ticket is created.
+"""
+import logging
+
+from odoo import api, fields, models
+
+_logger = logging.getLogger(__name__)
+
+
+class HelpdeskTicket(models.Model):
+    _inherit = 'helpdesk.ticket'
+
+    x_fc_client_label = fields.Char(
+        string='Client Deployment', index=True, copy=False,
+        help='Deployment tag (e.g. ENTECH) set by the fusion_helpdesk in-app '
+             'reporter. Scopes the embedded "My Tickets" inbox per client and '
+             'lets support filter tickets by originating deployment.',
+    )
+
+    @api.model_create_multi
+    def create(self, vals_list):
+        tickets = super().create(vals_list)
+        tickets._fc_send_ack_email()
+        return tickets
+
+    def _fc_send_ack_email(self):
+        """Send the branded acknowledgement (with magic link) to the customer.
+
+        Only fires for in-app-channel tickets (those tagged with a client
+        label) that have a customer email — external web-form submissions
+        rely on the native website confirmation, so this won't double-send.
+        The whole thing is best-effort: a template/mail failure must never
+        block ticket creation, so we log and move on.
+        """
+        template = self.env.ref(
+            'fusion_helpdesk_central.mail_template_ticket_ack',
+            raise_if_not_found=False,
+        )
+        if not template:
+            return
+        for ticket in self:
+            if not (ticket.x_fc_client_label and ticket.partner_email):
+                continue
+            try:
+                template.send_mail(ticket.id, force_send=False)
+            except Exception:  # noqa: BLE001 — ack must never block create
+                _logger.exception(
+                    'fusion_helpdesk_central: acknowledgement email failed '
+                    'for ticket %s (%s)', ticket.id, ticket.x_fc_client_label,
+                )

fusion_helpdesk_central/tests/__init__.py

@@ -0,0 +1,2 @@
+# -*- coding: utf-8 -*-
+from . import test_identity

fusion_helpdesk_central/tests/test_identity.py

@@ -0,0 +1,68 @@
+# -*- coding: utf-8 -*-
+# Copyright 2026 Nexa Systems Inc.
+# License OPL-1
+"""Identity-keystone tests for the central helpdesk extensions.
+
+Runs on an Enterprise environment (helpdesk installed) — e.g. odoo-nexa or
+odoo-trial. Validates that passing partner_email resolves the customer +
+follower (native), that the client label is stored, and that the branded
+acknowledgement only fires for in-app-channel tickets.
+"""
+from odoo.tests import TransactionCase, tagged
+
+
+@tagged('post_install', '-at_install', 'fusion_helpdesk_central')
+class TestTicketIdentity(TransactionCase):
+
+    @classmethod
+    def setUpClass(cls):
+        super().setUpClass()
+        cls.team = cls.env['helpdesk.team'].search([], limit=1)
+
+    def _ack_mails(self, ticket):
+        return self.env['mail.mail'].search([
+            ('model', '=', 'helpdesk.ticket'),
+            ('res_id', '=', ticket.id),
+        ]).filtered(lambda m: 'received your request' in (m.subject or ''))
+
+    def test_partner_resolution_follower_and_label(self):
+        ticket = self.env['helpdesk.ticket'].create({
+            'name': 'Keystone test',
+            'team_id': self.team.id,
+            'partner_email': 'keystone.newperson@example.com',
+            'partner_name': 'Key Stone',
+            'x_fc_client_label': 'ENTECH',
+        })
+        self.assertEqual(ticket.x_fc_client_label, 'ENTECH')
+        self.assertTrue(
+            ticket.partner_id,
+            "native create() should find-or-create a partner from partner_email")
+        self.assertEqual(ticket.partner_id.email, 'keystone.newperson@example.com')
+        self.assertIn(
+            ticket.partner_id, ticket.message_partner_ids,
+            "the customer must be subscribed as a follower")
+
+    def test_ack_email_for_inapp_ticket(self):
+        ticket = self.env['helpdesk.ticket'].create({
+            'name': 'Ack test',
+            'team_id': self.team.id,
+            'partner_email': 'ack.person@example.com',
+            'partner_name': 'Ack Person',
+            'x_fc_client_label': 'ENTECH',
+        })
+        self.assertTrue(
+            self._ack_mails(ticket),
+            "an in-app ticket with a customer email should get our ack email")
+
+    def test_no_ack_without_client_label(self):
+        # Simulates an external web-form ticket — no client label, so our
+        # acknowledgement must NOT fire (avoids double-acknowledgement).
+        ticket = self.env['helpdesk.ticket'].create({
+            'name': 'External web ticket',
+            'team_id': self.team.id,
+            'partner_email': 'external.web@example.com',
+            'partner_name': 'External Web',
+        })
+        self.assertFalse(
+            self._ack_mails(ticket),
+            "no client label => our acknowledgement should not send")

fusion_helpdesk_central/views/helpdesk_ticket_views.xml

@@ -0,0 +1,34 @@
+<?xml version="1.0" encoding="utf-8"?>
+<!--
+    Copyright 2026 Nexa Systems Inc.
+    License OPL-1
+    Surface the client-deployment tag in the agent backend so support can
+    see + filter tickets by the deployment they came from.
+-->
+<odoo>
+
+    <record id="fhc_ticket_list_label" model="ir.ui.view">
+        <field name="name">fhc.helpdesk.ticket.list.client_label</field>
+        <field name="model">helpdesk.ticket</field>
+        <field name="inherit_id" ref="helpdesk.helpdesk_tickets_view_tree"/>
+        <field name="arch" type="xml">
+            <xpath expr="//list" position="inside">
+                <field name="x_fc_client_label" optional="show"/>
+            </xpath>
+        </field>
+    </record>
+
+    <record id="fhc_ticket_search_label" model="ir.ui.view">
+        <field name="name">fhc.helpdesk.ticket.search.client_label</field>
+        <field name="model">helpdesk.ticket</field>
+        <field name="inherit_id" ref="helpdesk.helpdesk_tickets_view_search"/>
+        <field name="arch" type="xml">
+            <xpath expr="//search" position="inside">
+                <field name="x_fc_client_label"/>
+                <filter string="Client Deployment" name="group_client_label"
+                        context="{'group_by': 'x_fc_client_label'}"/>
+            </xpath>
+        </field>
+    </record>
+
+</odoo>