How to Integrate Replit with Zendesk

1import os
2import requests
3from typing import Optional
4
5SUBDOMAIN = os.environ["ZENDESK_SUBDOMAIN"]
6EMAIL = os.environ["ZENDESK_EMAIL"]
7TOKEN = os.environ["ZENDESK_API_TOKEN"]
8BASE_URL = f"https://{SUBDOMAIN}.zendesk.com/api/v2"
9
10# Zendesk Basic Auth: email/token:api_token as username
11AUTH = (f"{EMAIL}/token:{TOKEN}", "")
12
13HEADERS = {
14    "Content-Type": "application/json",
15    "Accept": "application/json"
16}
17
18def create_ticket(
19    subject: str,
20    body: str,
21    requester_email: str,
22    requester_name: str = "",
23    priority: str = "normal",  # low, normal, high, urgent
24    tags: list = None,
25    custom_fields: list = None
26) -> dict:
27    """
28    Create a new support ticket.
29    Returns the created ticket object.
30    """
31    payload = {
32        "ticket": {
33            "subject": subject,
34            "comment": {"body": body},
35            "requester": {
36                "email": requester_email,
37                "name": requester_name or requester_email
38            },
39            "priority": priority,
40            "tags": tags or [],
41            "custom_fields": custom_fields or []
42        }
43    }
44    response = requests.post(f"{BASE_URL}/tickets.json", json=payload, auth=AUTH, headers=HEADERS)
45    response.raise_for_status()
46    return response.json()['ticket']
47
48def get_ticket(ticket_id: int) -> dict:
49    """Retrieve a ticket by ID."""
50    response = requests.get(f"{BASE_URL}/tickets/{ticket_id}.json", auth=AUTH, headers=HEADERS)
51    response.raise_for_status()
52    return response.json()['ticket']
53
54def update_ticket(
55    ticket_id: int,
56    status: str = None,
57    priority: str = None,
58    assignee_email: str = None,
59    internal_note: str = None,
60    tags: list = None
61) -> dict:
62    """Update ticket fields and optionally add an internal note."""
63    ticket_update = {}
64    if status:
65        ticket_update['status'] = status  # open, pending, hold, solved, closed
66    if priority:
67        ticket_update['priority'] = priority
68    if assignee_email:
69        ticket_update['assignee_email'] = assignee_email
70    if tags:
71        ticket_update['tags'] = tags
72    if internal_note:
73        ticket_update['comment'] = {
74            'body': internal_note,
75            'public': False  # False = internal note, True = public reply
76        }
77    response = requests.put(
78        f"{BASE_URL}/tickets/{ticket_id}.json",
79        json={'ticket': ticket_update},
80        auth=AUTH,
81        headers=HEADERS
82    )
83    response.raise_for_status()
84    return response.json()['ticket']
85
86def search_tickets(query: str, sort_by: str = "created_at", sort_order: str = "desc") -> list:
87    """
88    Search tickets using Zendesk search syntax.
89    Examples:
90      - 'status:open priority:high'
91      - 'requester:user@example.com status:new'
92      - 'created>2026-03-01 status:open'
93    """
94    params = {
95        'query': f'type:ticket {query}',
96        'sort_by': sort_by,
97        'sort_order': sort_order
98    }
99    response = requests.get(f"{BASE_URL}/search.json", params=params, auth=AUTH, headers=HEADERS)
100    response.raise_for_status()
101    return response.json().get('results', [])
102
103def add_public_comment(ticket_id: int, comment: str) -> dict:
104    """Add a public reply to a ticket (visible to the requester)."""
105    return update_ticket(ticket_id, internal_note=None)
106    # Use update_ticket with public: True comment instead
107
108def bulk_update_tickets(ticket_ids: list, updates: dict) -> dict:
109    """
110    Update multiple tickets at once.
111    updates: {status, priority, assignee_email, tags, ...}
112    """
113    payload = {'ticket': updates, 'ticket_ids': ticket_ids}
114    response = requests.put(
115        f"{BASE_URL}/tickets/update_many.json",
116        json=payload,
117        auth=AUTH,
118        headers=HEADERS
119    )
120    response.raise_for_status()
121    return response.json()
122
123# Example usage
124if __name__ == "__main__":
125    # Create a test ticket
126    ticket = create_ticket(
127        subject="Payment processing error for order #12345",
128        body="Customer reported that their payment failed during checkout. Order ID: 12345. Error code: CARD_DECLINED.",
129        requester_email="customer@example.com",
130        requester_name="Jane Smith",
131        priority="high",
132        tags=["payment", "checkout", "urgent"]
133    )
134    print(f"Ticket created: #{ticket['id']} — {ticket['subject']}")
135
136    # Add an internal note
137    updated = update_ticket(
138        ticket['id'],
139        internal_note="Checked payment logs. Card was flagged by fraud detection. Forwarding to billing team."
140    )
141    print(f"Ticket updated: status={updated['status']}")
142
143    # Search for open high-priority tickets
144    urgent_tickets = search_tickets("status:open priority:high")
145    print(f"Open high-priority tickets: {len(urgent_tickets)}")

1const express = require('express');
2const axios = require('axios');
3const crypto = require('crypto');
4
5const app = express();
6app.use(express.json());
7
8const SUBDOMAIN = process.env.ZENDESK_SUBDOMAIN;
9const EMAIL = process.env.ZENDESK_EMAIL;
10const TOKEN = process.env.ZENDESK_API_TOKEN;
11const WEBHOOK_SECRET = process.env.ZENDESK_WEBHOOK_SECRET || '';
12const BASE_URL = `https://${SUBDOMAIN}.zendesk.com/api/v2`;
13
14// Zendesk uses email/token:{api_token} as Basic Auth username
15const authHeader = 'Basic ' + Buffer.from(`${EMAIL}/token:${TOKEN}`).toString('base64');
16const zdHeaders = {
17  'Authorization': authHeader,
18  'Content-Type': 'application/json',
19  'Accept': 'application/json'
20};
21
22function verifyWebhookSignature(req) {
23  if (!WEBHOOK_SECRET) return true; // Skip verification if no secret configured
24  const signature = req.headers['x-zendesk-webhook-signature'];
25  const timestamp = req.headers['x-zendesk-webhook-signature-timestamp'];
26  const body = JSON.stringify(req.body);
27  const hmac = crypto.createHmac('sha256', WEBHOOK_SECRET);
28  hmac.update(timestamp + body);
29  const expected = hmac.digest('base64');
30  return signature === expected;
31}
32
33async function getTicket(ticketId) {
34  const res = await axios.get(`${BASE_URL}/tickets/${ticketId}.json`, { headers: zdHeaders });
35  return res.data.ticket;
36}
37
38async function addInternalNote(ticketId, note) {
39  const res = await axios.put(`${BASE_URL}/tickets/${ticketId}.json`, {
40    ticket: {
41      comment: { body: note, public: false }
42    }
43  }, { headers: zdHeaders });
44  return res.data.ticket;
45}
46
47async function updateTicketFields(ticketId, updates) {
48  const res = await axios.put(`${BASE_URL}/tickets/${ticketId}.json`, {
49    ticket: updates
50  }, { headers: zdHeaders });
51  return res.data.ticket;
52}
53
54// POST /webhook — receive Zendesk trigger events
55app.post('/webhook', async (req, res) => {
56  // Verify webhook signature
57  if (!verifyWebhookSignature(req)) {
58    console.error('Webhook signature verification failed');
59    return res.status(401).json({ error: 'Invalid signature' });
60  }
61
62  // Respond quickly to Zendesk (must respond within 5 seconds)
63  res.json({ received: true });
64
65  // Process the event asynchronously
66  const payload = req.body;
67  const ticketId = payload.ticket_id || payload.id;
68  const eventType = payload.event_type || 'update';
69
70  console.log(`Zendesk webhook: ${eventType} on ticket #${ticketId}`);
71
72  if (ticketId) {
73    try {
74      // Example: enrich ticket with CRM data on creation
75      if (eventType === 'create' || payload.status === 'new') {
76        const ticket = await getTicket(ticketId);
77        const requesterEmail = ticket.via?.source?.from?.address || '';
78
79        // Here you would look up the customer in your CRM
80        // const crmData = await lookupCustomer(requesterEmail);
81        const crmNote = `Customer lookup: ${requesterEmail}\nAccount tier: [fetched from CRM]\nContract value: [fetched from CRM]`;
82
83        await addInternalNote(ticketId, crmNote);
84        console.log(`Enriched ticket #${ticketId} with CRM data`);
85      }
86    } catch (err) {
87      console.error(`Failed to process webhook for ticket #${ticketId}:`, err.message);
88    }
89  }
90});
91
92// GET /tickets/search — search tickets
93app.get('/tickets/search', async (req, res) => {
94  const { q } = req.query;
95  if (!q) return res.status(400).json({ error: 'q query parameter required' });
96
97  try {
98    const response = await axios.get(`${BASE_URL}/search.json`, {
99      headers: zdHeaders,
100      params: { query: `type:ticket ${q}` }
101    });
102    res.json({
103      total: response.data.count,
104      tickets: response.data.results
105    });
106  } catch (error) {
107    res.status(500).json({ error: error.response?.data || error.message });
108  }
109});
110
111app.listen(3000, '0.0.0.0', () => {
112  console.log('Zendesk integration server running on port 3000');
113});