Helpdock 0.2.0

M2 Email channel and M3 Automation and SLAs. Helpdock now talks to
customers by email and runs the desk on its own: business hours and SLA clocks,
workflow and time-based rules, macros and canned responses, and staff
notifications in the admin, by email and by browser push.

M2 Email channel

• Inbound email from IMAP mailboxes or inbound-parse webhooks (Postmark,
  SendGrid, Mailgun, Resend, generic JSON). Replies thread onto their ticket by
  Message-ID, References or the ticket number, and only when the sender is a
  participant — anyone else quoting a ticket gets a new ticket.
• Outbound email through each brand's SMTP server, from the department's
  address, in English or Arabic with the agent's signature. Every send goes
  through the outbox with a fixed Message-ID, retries five times, and lands in
  Failed sends in the admin when it cannot be delivered.
• Auto-replies (acknowledgment and out-of-hours) with loop protection.
• Email security: sanitised HTML, remote images blocked or proxied, an
  optional SPF/DKIM spam rule.

M3 Automation and SLAs

• Business hours and holidays per brand, with department overrides.
• SLA engine: first-response and resolution clocks in business time, pause
  on "awaiting customer", escalation steps, and timers rebuilt after a Redis loss.
• Workflow rules on events and on a schedule, with a test run and a loop
  guard; macros and canned responses in English and Arabic.
• Notifications in the admin, by email and by web push, with per-person
  preferences; an audit log viewer for install admins.

Upgrade notes

• Run the migrations (0024–0029); the worker needs a restart to pick up the
  new queues.
• Sign-in links, password resets and invitations are now emailed through the
  install's SMTP server (the wizard's outgoing email step). Before this release
  they were only logged. Without SMTP they are still not delivered; the install
  guide says how to use Mailpit in development.
• Optional: HD_PUSH_VAPID_PUBLIC_KEY and HD_PUSH_VAPID_PRIVATE_KEY turn on
  browser push notifications.

Known gaps

Listed in M2 and
M3; none blocks upgrading.

What's Changed

• docs: start M2 Email channel and M3 Automation and SLAs by @Docker-Hunterpedia in #96
• feat(email): outbound SMTP through the outbox, auto-replies and Outgoing email admin (M2-05, M2-06, M2-08 part) by @Docker-Hunterpedia in #97
• feat(channels): inbound email, threading and mailboxes (M2-01, M2-02, M2-03, M2-04, M2-07, M2-08) by @Docker-Hunterpedia in #99
• feat(sla): business hours, holidays and the SLA engine (M3-01, M3-02) by @Docker-Hunterpedia in #100
• feat(rules): workflow rules engine, time-based rules and the rule builder (M3-03, M3-04, M3-05) by @Docker-Hunterpedia in #101
• feat: macros and canned responses, and the admin audit log viewer (M3-06, M3-08) by @Docker-Hunterpedia in #102
• feat(notifications): in-app, email and web push notifications with per-user preferences (M3-07) by @Docker-Hunterpedia in #103
• docs: close out M2 Email channel and M3 Automation and SLAs by @Docker-Hunterpedia in #105
• docs: start M4 Widget and realtime and M5 Help center by @Docker-Hunterpedia in #127
• fix(api): deliver sign-in links, password resets and invitations by email; 0.2.0 release notes by @Docker-Hunterpedia in #128
• chore: version packages by @github-actions[bot] in #98

Full Changelog: v0.1.0...v0.2.0