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diff --git a/sh_helpdesk/data/helpdesk_email_data.xml b/sh_helpdesk/data/helpdesk_email_data.xml
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--- /dev/null
+++ b/sh_helpdesk/data/helpdesk_email_data.xml
@@ -0,0 +1,807 @@
+<?xml version="1.0" encoding="UTF-8"?>
+<odoo>
+  <record id="sh_ticket_new_template" model="mail.template">
+    <field name="name">New Ticket: Send by email</field>
+    <field name="model_id" ref="sh_helpdesk.model_helpdesk_ticket" />
+    <field name="email_from">${object.company_id.partner_id.email_formatted |safe}</field>
+    <field name="partner_to">${object.partner_id.id}</field>
+    <field name="subject">${object.company_id.name} Your Ticket is generated (Ref ${object.name or 'n/a' })</field>
+    <field name="auto_delete" eval="False" />
+    <field name="body_html" type="html">
+      <div style="margin: 0px; padding: 0px;">
+        <table border="0" width="100%" cellpadding="0" bgcolor="#ededed" style="padding: 20px; background-color: #ededed; border-collapse:separate;">
+          <tbody>
+            <!-- HEADER -->
+            <tr>
+              <td align="center" style="min-width: 590px;">
+                <table width="590" border="0" cellpadding="0" bgcolor="#875A7B" style="min-width: 590px; background-color: rgb(135,90,123); padding: 20px; border-collapse:separate;">
+                  <tr>
+                    <td valign="middle">
+                      <span style="font-size:20px; color:white; font-weight: bold;">
+                                      ${object.name}
+                                  </span>
+                    </td>
+                    <td valign="middle" align="right">
+                      <img src="/logo.png?company=${object.company_id.id}" style="padding: 0px; margin: 0px; height: auto; width: 80px;" alt="${object.company_id.name}" />
+                    </td>
+                  </tr>
+                </table>
+              </td>
+            </tr>
+
+            <!-- CONTENT -->
+            <tr>
+              <td align="center" style="min-width: 590px;">
+                <table width="590" border="0" cellpadding="0" bgcolor="#ffffff" style="min-width: 590px; background-color: rgb(255, 255, 255); padding: 20px; border-collapse:separate;">
+                  <tbody>
+                    <td valign="top" style="font-family:Arial,Helvetica,sans-serif; color: #555; font-size: 14px;">
+                      <p style="margin: 0px; padding: 0px; font-size: 13px;">
+                        Dear ${object.partner_id.name} We received your request.
+                        <div class="predefined"></div>
+                        <br />
+                        <br />
+                        Our Support Team will contact you as soon as possible.
+                        <br />
+                        <br />
+                        <br />
+                        <center>
+                          <a href="${object.get_portal_url()}" style="background-color: #1abc9c; padding: 10px; text-decoration: none; color: #fff; border-radius: 5px; font-size: 16px;" class="o_default_snippet_text">View Ticket</a>
+                        </center>
+                        <br />
+                        <br />
+                      </p>
+                    </td>
+                  </tbody>
+                </table>
+              </td>
+            </tr>
+
+            <!-- FOOTER -->
+            <tr>
+              <td align="center" style="min-width: 590px;">
+                <table width="590" border="0" cellpadding="0" bgcolor="#875A7B" style="min-width: 590px; background-color: rgb(135,90,123); padding: 20px; border-collapse:separate;">
+                  <tr>
+                    <td valign="middle" align="left" style="color: #fff; padding-top: 10px; padding-bottom: 10px; font-size: 12px;">
+                      ${object.company_id.name}
+                      <br />
+                      ${object.company_id.phone or ''}
+                    </td>
+                    <td valign="middle" align="right" style="color: #fff; padding-top: 10px; padding-bottom: 10px; font-size: 12px;">
+                      % if object.company_id.email:
+                      <a href="mailto:${object.company_id.email}" style="text-decoration:none; color: white;">${object.company_id.email}</a>
+                      <br />
+                      % endif
+                                % if object.company_id.website:
+                      <a href="${object.company_id.website}" style="text-decoration:none; color: white;">
+                                        ${object.company_id.website}
+                                    </a>
+                      % endif
+                    </td>
+                  </tr>
+                </table>
+              </td>
+            </tr>
+          </tbody>
+        </table>
+      </div>
+    </field>
+  </record>
+  <!-- code by nida -->
+  <record id="sh_ticket_new_template_to_admin" model="mail.template">
+    <field name="name">New Ticket to Admin: Send by email</field>
+    <field name="model_id" ref="sh_helpdesk.model_helpdesk_ticket" />
+    <field name="email_from">${object.company_id.partner_id.email_formatted |safe}</field>
+    <field name="partner_to">${object.company_id.partner_id.id}</field>
+    <field name="subject">${object.company_id.name} New Ticket Received In the System(Ref ${object.name or 'n/a' })</field>
+    <field name="auto_delete" eval="False" />
+    <field name="body_html" type="html">
+      <div style="margin: 0px; padding: 0px;">
+        <table border="0" width="100%" cellpadding="0" bgcolor="#ededed" style="padding: 20px; background-color: #ededed; border-collapse:separate;">
+          <tbody>
+            <!-- HEADER -->
+            <tr>
+              <td align="center" style="min-width: 590px;">
+                <table width="590" border="0" cellpadding="0" bgcolor="#875A7B" style="min-width: 590px; background-color: rgb(135,90,123); padding: 20px; border-collapse:separate;">
+                  <tr>
+                    <td valign="middle">
+                      <span style="font-size:20px; color:white; font-weight: bold;">
+                                      ${object.name}
+                                  </span>
+                    </td>
+                    <td valign="middle" align="right">
+                      <img src="/logo.png?company=${object.company_id.id}" style="padding: 0px; margin: 0px; height: auto; width: 80px;" alt="${object.company_id.name}" />
+                    </td>
+                  </tr>
+                </table>
+              </td>
+            </tr>
+
+            <!-- CONTENT -->
+            <tr>
+              <td align="center" style="min-width: 590px;">
+                <table width="590" border="0" cellpadding="0" bgcolor="#ffffff" style="min-width: 590px; background-color: rgb(255, 255, 255); padding: 20px; border-collapse:separate;">
+                  <tbody>
+                    <td valign="top" style="font-family:Arial,Helvetica,sans-serif; color: #555; font-size: 14px;">
+                      <p style="margin: 0px; padding: 0px; font-size: 13px;">
+                        Dear ${object.company_id.name},
+                        <br/>
+                        A new ticket is received in the system having following details:
+                        <div class="predefined"></div>
+                        <h2>Ticket Information</h2>
+                        <strong>Ticket :</strong>
+                        ${object.name}
+                        <br />
+                        <br />
+                        <strong>Create Date :</strong>
+                        ${object.create_date}
+                        <br />
+                        <br />
+                        <strong>Due Date : </strong>
+                        ${object.sh_due_date}
+                        <br />
+                        <br />
+                        % if object.subject_id:
+                                        <strong>Subject : </strong>
+                                        ${object.subject_id.name}
+                                        <br />
+                                        <br />
+                                        % endif
+                        % if object.ticket_type:
+                                        <strong>Type : </strong>
+                                        ${object.ticket_type.name}
+                                        <br />
+                                        <br />
+                                        % endif
+                        % if object.category_id:
+                                        <strong>Category : </strong>
+                                        ${object.category_id.name}
+                                        <br />
+                                        <br />
+                                        % endif
+                        % if object.sub_category_id:
+                                        <strong>Sub Category : </strong>
+                                        ${object.sub_category_id.name}
+                                        <br />
+                                        <br />
+                                        % endif
+                        % if object.priority:
+                                        <strong>Priority : </strong>
+                                        ${object.priority.name}
+                                        <br />
+                                        <br />
+                                        % endif
+                        <br />
+                        <br />
+                        Please process the ticket with details mentioned above.
+                        <br />
+                        <br />
+                        Thankyou
+                        <br/>
+                        <br />
+<!--                        <center>-->
+<!--                          <a href="${object.get_portal_url()}" style="background-color: #1abc9c; padding: 10px; text-decoration: none; color: #fff; border-radius: 5px; font-size: 16px;" class="o_default_snippet_text">View Ticket</a>-->
+<!--                        </center>-->
+                        <br />
+                        <br />
+                      </p>
+                    </td>
+                  </tbody>
+                </table>
+              </td>
+            </tr>
+
+            <!-- FOOTER -->
+            <tr>
+              <td align="center" style="min-width: 590px;">
+                <table width="590" border="0" cellpadding="0" bgcolor="#875A7B" style="min-width: 590px; background-color: rgb(135,90,123); padding: 20px; border-collapse:separate;">
+                  <tr>
+                    <td valign="middle" align="left" style="color: #fff; padding-top: 10px; padding-bottom: 10px; font-size: 12px;">
+                      ${object.company_id.name}
+                      <br />
+                      ${object.company_id.phone or ''}
+                    </td>
+                    <td valign="middle" align="right" style="color: #fff; padding-top: 10px; padding-bottom: 10px; font-size: 12px;">
+                      % if object.company_id.email:
+                      <a href="mailto:${object.company_id.email}" style="text-decoration:none; color: white;">${object.company_id.email}</a>
+                      <br />
+                      % endif
+                                % if object.company_id.website:
+                      <a href="${object.company_id.website}" style="text-decoration:none; color: white;">
+                                        ${object.company_id.website}
+                                    </a>
+                      % endif
+                    </td>
+                  </tr>
+                </table>
+              </td>
+            </tr>
+          </tbody>
+        </table>
+      </div>
+    </field>
+  </record>
+  <!-- end by nida -->
+  <record id="sh_ticket_done_template" model="mail.template">
+    <field name="name">Ticket is Resolved: Send by email</field>
+    <field name="model_id" ref="sh_helpdesk.model_helpdesk_ticket" />
+    <field name="email_from">${object.create_uid.partner_id.email_formatted |safe}</field>
+    <field name="partner_to">${object.partner_id.id}</field>
+    <field name="subject">${object.company_id.name} Your ticket is resolved (Ref ${object.name or 'n/a' })</field>
+    <field name="auto_delete" eval="False" />
+    <field name="body_html" type="html">
+      <div style="margin: 0px; padding: 0px;">
+
+
+        <table border="0" width="100%" cellpadding="0" bgcolor="#ededed" style="padding: 20px; background-color: #ededed; border-collapse:separate;">
+          <tbody>
+
+            <!-- HEADER -->
+            <tr>
+              <td align="center" style="min-width: 590px;">
+                <table width="590" border="0" cellpadding="0" bgcolor="#875A7B" style="min-width: 590px; background-color: rgb(135,90,123); padding: 20px; border-collapse:separate;">
+                  <tr>
+                    <td valign="middle">
+                      <span style="font-size:20px; color:white; font-weight: bold;">
+                                      ${object.name}
+                                  </span>
+                    </td>
+                    <td valign="middle" align="right">
+                      <img src="/logo.png?company=${object.company_id.id}" style="padding: 0px; margin: 0px; height: auto; width: 80px;" alt="${object.company_id.name}" />
+                    </td>
+                  </tr>
+                </table>
+              </td>
+            </tr>
+
+            <!-- CONTENT -->
+            <tr>
+              <td align="center" style="min-width: 590px;">
+                <table width="590" border="0" cellpadding="0" bgcolor="#ffffff" style="min-width: 590px; background-color: rgb(255, 255, 255); padding: 20px; border-collapse:separate;">
+                  <tbody>
+                    <td valign="top" style="font-family:Arial,Helvetica,sans-serif; color: #555; font-size: 14px;">
+                      <p style="margin: 0px; padding: 0px; font-size: 13px;">
+                        Dear ${object.partner_id.name},
+                        <div class="predefined"></div>
+                        <br />
+                        <br />
+                        As your request we have resolved your ticket.
+                        <br />
+                        <br />
+                        <br />
+                        <center>
+                          <a href="/my/tickets/${object.id}" style="background-color: #1abc9c; padding: 10px; text-decoration: none; color: #fff; border-radius: 5px; font-size: 16px;" class="o_default_snippet_text">View Ticket</a>
+                        </center>
+                        <br />
+                        <br />
+                      </p>
+                    </td>
+                  </tbody>
+                </table>
+              </td>
+            </tr>
+
+            <!-- FOOTER -->
+            <tr>
+              <td align="center" style="min-width: 590px;">
+                <table width="590" border="0" cellpadding="0" bgcolor="#875A7B" style="min-width: 590px; background-color: rgb(135,90,123); padding: 20px; border-collapse:separate;">
+                  <tr>
+                    <td valign="middle" align="left" style="color: #fff; padding-top: 10px; padding-bottom: 10px; font-size: 12px;">
+                      ${object.company_id.name}
+                      <br />
+                      ${object.company_id.phone or ''}
+                    </td>
+                    <td valign="middle" align="right" style="color: #fff; padding-top: 10px; padding-bottom: 10px; font-size: 12px;">
+                      % if object.company_id.email:
+                      <a href="mailto:${object.company_id.email}" style="text-decoration:none; color: white;">${object.company_id.email}</a>
+                      <br />
+                      % endif
+                                % if object.company_id.website:
+                      <a href="${object.company_id.website}" style="text-decoration:none; color: white;">
+                                        ${object.company_id.website}
+                                    </a>
+                      % endif
+                    </td>
+                  </tr>
+                </table>
+              </td>
+            </tr>
+          </tbody>
+        </table>
+
+      </div>
+    </field>
+  </record>
+  <record id="sh_ticket_cancelled_template" model="mail.template">
+    <field name="name">Ticket is Cancelled: Send by email</field>
+    <field name="model_id" ref="sh_helpdesk.model_helpdesk_ticket" />
+    <field name="email_from">${object.create_uid.partner_id.email_formatted |safe}</field>
+    <field name="partner_to">${object.partner_id.id}</field>
+    <field name="subject">${object.company_id.name} Your ticket is cancelled (Ref ${object.name or 'n/a' })</field>
+    <field name="auto_delete" eval="False" />
+    <field name="body_html" type="html">
+      <div style="margin: 0px; padding: 0px;">
+
+
+        <table border="0" width="100%" cellpadding="0" bgcolor="#ededed" style="padding: 20px; background-color: #ededed; border-collapse:separate;">
+          <tbody>
+
+            <!-- HEADER -->
+            <tr>
+              <td align="center" style="min-width: 590px;">
+                <table width="590" border="0" cellpadding="0" bgcolor="#875A7B" style="min-width: 590px; background-color: rgb(135,90,123); padding: 20px; border-collapse:separate;">
+                  <tr>
+                    <td valign="middle">
+                      <span style="font-size:20px; color:white; font-weight: bold;">
+                                      ${object.name}
+                                  </span>
+                    </td>
+                    <td valign="middle" align="right">
+                      <img src="/logo.png?company=${object.company_id.id}" style="padding: 0px; margin: 0px; height: auto; width: 80px;" alt="${object.company_id.name}" />
+                    </td>
+                  </tr>
+                </table>
+              </td>
+            </tr>
+
+            <!-- CONTENT -->
+            <tr>
+              <td align="center" style="min-width: 590px;">
+                <table width="590" border="0" cellpadding="0" bgcolor="#ffffff" style="min-width: 590px; background-color: rgb(255, 255, 255); padding: 20px; border-collapse:separate;">
+                  <tbody>
+                    <td valign="top" style="font-family:Arial,Helvetica,sans-serif; color: #555; font-size: 14px;">
+                      <p style="margin: 0px; padding: 0px; font-size: 13px;">
+                        Dear ${object.partner_id.name},
+                        <div class="predefined"></div>
+                        <br />
+                        <br />
+                        Your ticket is cancelled for now based on some technical issue.
+                        <br />
+                        <br />
+                        <br />
+                        <center>
+                          <a href="/my/tickets/${object.id}" style="background-color: #1abc9c; padding: 10px; text-decoration: none; color: #fff; border-radius: 5px; font-size: 16px;" class="o_default_snippet_text">View Ticket</a>
+                        </center>
+                        <br />
+                        <br />
+                      </p>
+                    </td>
+                  </tbody>
+                </table>
+              </td>
+            </tr>
+
+            <!-- FOOTER -->
+            <tr>
+              <td align="center" style="min-width: 590px;">
+                <table width="590" border="0" cellpadding="0" bgcolor="#875A7B" style="min-width: 590px; background-color: rgb(135,90,123); padding: 20px; border-collapse:separate;">
+                  <tr>
+                    <td valign="middle" align="left" style="color: #fff; padding-top: 10px; padding-bottom: 10px; font-size: 12px;">
+                      ${object.company_id.name}
+                      <br />
+                      ${object.company_id.phone or ''}
+                    </td>
+                    <td valign="middle" align="right" style="color: #fff; padding-top: 10px; padding-bottom: 10px; font-size: 12px;">
+                      % if object.company_id.email:
+                      <a href="mailto:${object.company_id.email}" style="text-decoration:none; color: white;">${object.company_id.email}</a>
+                      <br />
+                      % endif
+                                % if object.company_id.website:
+                      <a href="${object.company_id.website}" style="text-decoration:none; color: white;">
+                                        ${object.company_id.website}
+                                    </a>
+                      % endif
+                    </td>
+                  </tr>
+                </table>
+              </td>
+            </tr>
+          </tbody>
+        </table>
+
+      </div>
+    </field>
+  </record>
+  <record id="sh_ticket_reopened_template" model="mail.template">
+    <field name="name">Ticket is Re-Opened: Send by email</field>
+    <field name="model_id" ref="sh_helpdesk.model_helpdesk_ticket" />
+    <field name="email_from">${object.create_uid.partner_id.email_formatted |safe}</field>
+    <field name="partner_to">${object.partner_id.id}</field>
+    <field name="subject">${object.company_id.name} Your ticket is re-opened (Ref ${object.name or 'n/a' })</field>
+    <field name="auto_delete" eval="False" />
+    <field name="body_html" type="html">
+      <div style="margin: 0px; padding: 0px;">
+
+
+        <table border="0" width="100%" cellpadding="0" bgcolor="#ededed" style="padding: 20px; background-color: #ededed; border-collapse:separate;">
+          <tbody>
+
+            <!-- HEADER -->
+            <tr>
+              <td align="center" style="min-width: 590px;">
+                <table width="590" border="0" cellpadding="0" bgcolor="#875A7B" style="min-width: 590px; background-color: rgb(135,90,123); padding: 20px; border-collapse:separate;">
+                  <tr>
+                    <td valign="middle">
+                      <span style="font-size:20px; color:white; font-weight: bold;">
+                                      ${object.name}
+                                  </span>
+                    </td>
+                    <td valign="middle" align="right">
+                      <img src="/logo.png?company=${object.company_id.id}" style="padding: 0px; margin: 0px; height: auto; width: 80px;" alt="${object.company_id.name}" />
+                    </td>
+                  </tr>
+                </table>
+              </td>
+            </tr>
+
+            <!-- CONTENT -->
+            <tr>
+              <td align="center" style="min-width: 590px;">
+                <table width="590" border="0" cellpadding="0" bgcolor="#ffffff" style="min-width: 590px; background-color: rgb(255, 255, 255); padding: 20px; border-collapse:separate;">
+                  <tbody>
+                    <td valign="top" style="font-family:Arial,Helvetica,sans-serif; color: #555; font-size: 14px;">
+                      <p style="margin: 0px; padding: 0px; font-size: 13px;">
+                        Dear ${object.partner_id.name} Your ticket is Re-opened,
+                        <div class="predefined"></div>
+                        <br />
+                        <br />
+                        We will follow-up as soon as possible.
+                        <br />
+                        <br />
+                        <br />
+                        <center>
+                          <a href="/my/tickets/${object.id}" style="background-color: #1abc9c; padding: 10px; text-decoration: none; color: #fff; border-radius: 5px; font-size: 16px;" class="o_default_snippet_text">View Ticket</a>
+                        </center>
+                        <br />
+                        <br />
+                      </p>
+                    </td>
+                  </tbody>
+                </table>
+              </td>
+            </tr>
+
+            <!-- FOOTER -->
+            <tr>
+              <td align="center" style="min-width: 590px;">
+                <table width="590" border="0" cellpadding="0" bgcolor="#875A7B" style="min-width: 590px; background-color: rgb(135,90,123); padding: 20px; border-collapse:separate;">
+                  <tr>
+                    <td valign="middle" align="left" style="color: #fff; padding-top: 10px; padding-bottom: 10px; font-size: 12px;">
+                      ${object.company_id.name}
+                      <br />
+                      ${object.company_id.phone or ''}
+                    </td>
+                    <td valign="middle" align="right" style="color: #fff; padding-top: 10px; padding-bottom: 10px; font-size: 12px;">
+                      % if object.company_id.email:
+                      <a href="mailto:${object.company_id.email}" style="text-decoration:none; color: white;">${object.company_id.email}</a>
+                      <br />
+                      % endif
+                                % if object.company_id.website:
+                      <a href="${object.company_id.website}" style="text-decoration:none; color: white;">
+                                        ${object.company_id.website}
+                                    </a>
+                      % endif
+                    </td>
+                  </tr>
+                </table>
+              </td>
+            </tr>
+          </tbody>
+        </table>
+
+
+      </div>
+    </field>
+  </record>
+  <record id="sh_ticket_user_allocation_template" model="mail.template">
+    <field name="name">Ticket Allocation to assign user: Send by email</field>
+    <field name="model_id" ref="sh_helpdesk.model_helpdesk_ticket" />
+    <field name="subject">${object.company_id.name} Ticket is assign to user (Ref ${object.name or 'n/a' })</field>
+    <field name="auto_delete" eval="False" />
+    <field name="body_html" type="html">
+      <div style="margin: 0px; padding: 0px;">
+
+        <table border="0" width="100%" cellpadding="0" bgcolor="#ededed" style="padding: 20px; background-color: #ededed; border-collapse:separate;">
+          <tbody>
+
+            <!-- HEADER -->
+            <tr>
+              <td align="center" style="min-width: 590px;">
+                <table width="590" border="0" cellpadding="0" bgcolor="#875A7B" style="min-width: 590px; background-color: rgb(135,90,123); padding: 20px; border-collapse:separate;">
+                  <tr>
+                    <td valign="middle">
+                      <span style="font-size:20px; color:white; font-weight: bold;">
+                                      ${object.name}
+                                  </span>
+                    </td>
+                    <td valign="middle" align="right">
+                      <img src="/logo.png?company=${object.company_id.id}" style="padding: 0px; margin: 0px; height: auto; width: 80px;" alt="${object.company_id.name}" />
+                    </td>
+                  </tr>
+                </table>
+              </td>
+            </tr>
+
+            <!-- CONTENT -->
+            <tr>
+              <td align="center" style="min-width: 590px;">
+                <table width="590" border="0" cellpadding="0" bgcolor="#ffffff" style="min-width: 590px; background-color: rgb(255, 255, 255); padding: 20px; border-collapse:separate;">
+                  <tbody>
+                    <td valign="top" style="font-family:Arial,Helvetica,sans-serif; color: #555; font-size: 14px;">
+                      <p style="margin: 0px; padding: 0px; font-size: 13px;">
+                        <div class="predefined"></div>
+                        We Have received new ticket from customer.
+                        <br />
+                        <br />
+                        Please take a follow-up as soon as possible.
+                        <br />
+                        <br />
+                        <br />
+                        <center>
+                          <a href="${object.form_url}" style="background-color: #1abc9c; padding: 10px; text-decoration: none; color: #fff; border-radius: 5px; font-size: 16px;" class="o_default_snippet_text">View Ticket</a>
+                        </center>
+                        <br />
+                        <br />
+                      </p>
+                    </td>
+                  </tbody>
+                </table>
+              </td>
+            </tr>
+
+            <!-- FOOTER -->
+            <tr>
+              <td align="center" style="min-width: 590px;">
+                <table width="590" border="0" cellpadding="0" bgcolor="#875A7B" style="min-width: 590px; background-color: rgb(135,90,123); padding: 20px; border-collapse:separate;">
+                  <tr>
+                    <td valign="middle" align="left" style="color: #fff; padding-top: 10px; padding-bottom: 10px; font-size: 12px;">
+                      ${object.company_id.name}
+                      <br />
+                      ${object.company_id.phone or ''}
+                    </td>
+                    <td valign="middle" align="right" style="color: #fff; padding-top: 10px; padding-bottom: 10px; font-size: 12px;">
+                      % if object.company_id.email:
+                      <a href="mailto:${object.company_id.email}" style="text-decoration:none; color: white;">${object.company_id.email}</a>
+                      <br />
+                      % endif
+                                % if object.company_id.website:
+                      <a href="${object.company_id.website}" style="text-decoration:none; color: white;">
+                                        ${object.company_id.website}
+                                    </a>
+                      % endif
+                    </td>
+                  </tr>
+                </table>
+              </td>
+            </tr>
+          </tbody>
+        </table>
+      </div>
+    </field>
+  </record>
+  <record id="sh_ticket_replay_template" model="mail.template">
+    <field name="name">Ticket Reply: Send by email</field>
+    <field name="model_id" ref="sh_helpdesk.model_helpdesk_ticket" />
+    <field name="email_from">${object.create_uid.partner_id.email_formatted |safe}</field>
+    <field name="partner_to">${object.partner_id.id}</field>
+    <field name="subject">Ticket reply from ${object.company_id.name} (Ref ${object.name or 'n/a' })</field>
+    <field name="auto_delete" eval="False" />
+    <field name="body_html" type="html">
+      <div style="margin: 0px; padding: 0px;">
+
+        <table border="0" width="100%" cellpadding="0" bgcolor="#ededed" style="padding: 20px; background-color: #ededed; border-collapse:separate;">
+          <tbody>
+
+            <!-- HEADER -->
+            <tr>
+              <td align="center" style="min-width: 590px;">
+                <table width="590" border="0" cellpadding="0" bgcolor="#875A7B" style="min-width: 590px; background-color: rgb(135,90,123); padding: 20px; border-collapse:separate;">
+                  <tr>
+                    <td valign="middle">
+                      <span style="font-size:20px; color:white; font-weight: bold;">
+                                      ${object.name}
+                                  </span>
+                    </td>
+                    <td valign="middle" align="right">
+                      <img src="/logo.png?company=${object.company_id.id}" style="padding: 0px; margin: 0px; height: auto; width: 80px;" alt="${object.company_id.name}" />
+                    </td>
+                  </tr>
+                </table>
+              </td>
+            </tr>
+
+            <!-- CONTENT -->
+            <tr>
+              <td align="center" style="min-width: 590px;">
+                <table width="590" border="0" cellpadding="0" bgcolor="#ffffff" style="min-width: 590px; background-color: rgb(255, 255, 255); padding: 20px; border-collapse:separate;">
+                  <tbody>
+                    <td valign="top" style="font-family:Arial,Helvetica,sans-serif; color: #555; font-size: 14px;">
+                      <p style="margin: 0px; padding: 0px; font-size: 13px;">
+                        Dear ${object.partner_id.name},
+                        <div class="predefined"></div>
+                        <br />
+                        <br />
+                        Your Ticket is working on we will contact you soon.
+                        <br />
+                        <br />
+                        <br />
+                        <center>
+                          <a href="/my/tickets/${object.id}" style="background-color: #1abc9c; padding: 10px; text-decoration: none; color: #fff; border-radius: 5px; font-size: 16px;" class="o_default_snippet_text">View Ticket</a>
+                        </center>
+                        <br />
+                        <br />
+                      </p>
+                    </td>
+                  </tbody>
+                </table>
+              </td>
+            </tr>
+
+            <!-- FOOTER -->
+            <tr>
+              <td align="center" style="min-width: 590px;">
+                <table width="590" border="0" cellpadding="0" bgcolor="#875A7B" style="min-width: 590px; background-color: rgb(135,90,123); padding: 20px; border-collapse:separate;">
+                  <tr>
+                    <td valign="middle" align="left" style="color: #fff; padding-top: 10px; padding-bottom: 10px; font-size: 12px;">
+                      ${object.company_id.name}
+                      <br />
+                      ${object.company_id.phone or ''}
+                    </td>
+                    <td valign="middle" align="right" style="color: #fff; padding-top: 10px; padding-bottom: 10px; font-size: 12px;">
+                      % if object.company_id.email:
+                      <a href="mailto:${object.company_id.email}" style="text-decoration:none; color: white;">${object.company_id.email}</a>
+                      <br />
+                      % endif
+                                % if object.company_id.website:
+                      <a href="${object.company_id.website}" style="text-decoration:none; color: white;">
+                                        ${object.company_id.website}
+                                    </a>
+                      % endif
+                    </td>
+                  </tr>
+                </table>
+              </td>
+            </tr>
+          </tbody>
+        </table>
+
+
+      </div>
+    </field>
+  </record>
+  <record id="sh_ticket_closed_template" model="mail.template">
+    <field name="name">Closed Ticket: Send by email</field>
+    <field name="model_id" ref="sh_helpdesk.model_helpdesk_ticket" />
+    <field name="email_from">${object.create_uid.partner_id.email_formatted |safe}</field>
+    <field name="partner_to">${object.partner_id.id}</field>
+    <field name="subject">${object.company_id.name} Your ticket is closed (Ref ${object.name or 'n/a' })</field>
+    <field name="auto_delete" eval="False" />
+    <field name="body_html" type="html">
+      <div style="margin: 0px; padding: 0px;">
+        <table border="0" width="100%" cellpadding="0" bgcolor="#ededed" style="padding: 20px; background-color: #ededed; border-collapse:separate;">
+          <tbody>
+
+            <!-- HEADER -->
+            <tr>
+              <td align="center" style="min-width: 590px;">
+                <table width="590" border="0" cellpadding="0" bgcolor="#875A7B" style="min-width: 590px; background-color: rgb(135,90,123); padding: 20px; border-collapse:separate;">
+                  <tr>
+                    <td valign="middle">
+                      <span style="font-size:20px; color:white; font-weight: bold;">
+                                      ${object.name}
+                                  </span>
+                    </td>
+                    <td valign="middle" align="right">
+                      <img src="/logo.png?company=${object.company_id.id}" style="padding: 0px; margin: 0px; height: auto; width: 80px;" alt="${object.company_id.name}" />
+                    </td>
+                  </tr>
+                </table>
+              </td>
+            </tr>
+
+            <!-- CONTENT -->
+            <tr>
+              <td align="center" style="min-width: 590px;">
+                <table width="590" border="0" cellpadding="0" bgcolor="#ffffff" style="min-width: 590px; background-color: rgb(255, 255, 255); padding: 20px; border-collapse:separate;">
+                  <tbody>
+                    <td valign="top" style="font-family:Arial,Helvetica,sans-serif; color: #555; font-size: 14px;">
+                      <p style="margin: 0px; padding: 0px; font-size: 13px;">
+                        Dear ${object.partner_id.name},
+                        <div class="predefined"></div>
+                        <br />
+                        <br />
+                        Your Ticket is closed for now, if you want to Re-open your ticket please give your reply.
+                        <br />
+                        <br />
+                        We would like to get your feedback on the support.
+                        <br />
+                        <br />
+                        <br />
+                        <center>
+                          <a href="/ticket/feedback/${object.id}" style="background-color: #1abc9c; padding: 10px; text-decoration: none; color: #fff; border-radius: 5px; font-size: 16px;" class="o_default_snippet_text">Give Feedback</a>
+                        </center>
+                        <br />
+                        <br />
+                      </p>
+                    </td>
+                  </tbody>
+                </table>
+              </td>
+            </tr>
+
+            <!-- FOOTER -->
+            <tr>
+              <td align="center" style="min-width: 590px;">
+                <table width="590" border="0" cellpadding="0" bgcolor="#875A7B" style="min-width: 590px; background-color: rgb(135,90,123); padding: 20px; border-collapse:separate;">
+                  <tr>
+                    <td valign="middle" align="left" style="color: #fff; padding-top: 10px; padding-bottom: 10px; font-size: 12px;">
+                      ${object.company_id.name}
+                      <br />
+                      ${object.company_id.phone or ''}
+                    </td>
+                    <td valign="middle" align="right" style="color: #fff; padding-top: 10px; padding-bottom: 10px; font-size: 12px;">
+                      % if object.company_id.email:
+                      <a href="mailto:${object.company_id.email}" style="text-decoration:none; color: white;">${object.company_id.email}</a>
+                      <br />
+                      % endif
+                                % if object.company_id.website:
+                      <a href="${object.company_id.website}" style="text-decoration:none; color: white;">
+                                        ${object.company_id.website}
+                                    </a>
+                      % endif
+                    </td>
+                  </tr>
+                </table>
+              </td>
+            </tr>
+          </tbody>
+        </table>
+      </div>
+    </field>
+  </record>
+  <record id="sh_send_whatsapp_email_template" model="mail.template">
+    <field name="name">Ticket Whatsapp: Send by email</field>
+    <field name="model_id" ref="sh_helpdesk.model_helpdesk_ticket" />
+    <field name="email_from">${object.create_uid.email_formatted |safe}</field>
+    <field name="partner_to">${object.partner_id.id}</field>
+    <field name="subject">${object.company_id.name} (Ref ${object.name or 'n/a' })</field>
+    <field name="body_html" type="html">
+      <div style="margin: 0px; padding: 0px;">
+        <p style="margin: 0px; padding: 0px; font-size: 13px;">
+          <div style="list-style-type: none;">
+            Dear ${object.partner_id.name} ,%0A%0A
+							Here is the your Ticket *${object.name}*
+							from ${object.company_id.name} %0A%0A 
+					    % if object.company_id.sh_ticket_product_detail:
+							% if object.product_ids:
+            <div class="predefined"></div>
+
+            <span style="list-style-type: none;">
+								    *Following is your product details*.%0A%0A
+								</span>
+            %for line in object.product_ids:
+            <span class="badge badge-info" style="list-style-type:none;">
+					    			${line.name_get()[0][1]}%0A%0A
+					    		</span>
+            % endfor
+	                       	% endif
+				    	% endif
+            <br />
+            % if object.company_id.sh_pdf_in_message:
+            <span style="list-style-type: none;">*Click here to download Ticket Document* %20 :${object.sh_ticket_report_url} %0A%0A</span>
+            % endif
+            <br />
+            % if object.company_id.sh_ticket_url_in_message:
+            <span style="list-style-type: none;">*Click here to See Ticket History* %20 :${object.portal_ticket_url_wp} %0A%0A</span>
+            % endif
+            <br />
+            % if object.company_id.sh_signature and object.env.user.sign :
+            <span style="list-style-type: none;">%20 *${object.env.user.sign}* %0A%0A</span>
+            % endif
+          </div>
+        </p>
+      </div>
+    </field>
+    <field name="lang">${object.partner_id.lang}</field>
+    <field name="auto_delete" eval="False" />
+  </record>
+</odoo>
\ No newline at end of file