Display Zendesk tickets
Please be sure of your agent type and version and pick the right documentation accordingly.
This is the documentation of the forest-express-sequelize
and forest-express-mongoose
Node.js agents that will soon reach end-of-support.
forest-express-sequelize
v9 and forest-express-mongoose
v9 are replaced by @forestadmin/agent
v1.
Please check your agent type and version and read on or switch to the right documentation.
Display Zendesk tickets
This section shows you how to create a smart collection to list the tickets of your Zendesk account.
Declare the Smart Collection Zendesk Tickets
First, we need to declare the smart collection in your project based on the API documentation. As an example, here the smart collection definition for Users:
const { collection } = require('forest-express-sequelize');
// Search on tickets => https://support.zendesk.com/hc/en-us/articles/203663206-Searching-tickets
collection('zendesk_tickets', {
actions: [],
fields: [
{
field: 'id',
type: 'Number',
isFilterable: true,
},
{
field: 'created_at',
type: 'Date',
isSortable: true,
},
{
field: 'updated_at',
type: 'Date',
isSortable: true,
},
{
field: 'type',
type: 'Enum',
enums: ['problem', 'incident', 'question', 'task'],
isFilterable: true,
isSortable: true,
},
{
field: 'priority',
type: 'Enum',
enums: ['urgent', 'high', 'normal', 'low'],
isFilterable: true,
isSortable: true,
},
{
field: 'status',
type: 'Enum',
enums: ['new', 'open', 'pending', 'hold', 'solved', 'closed'],
isFilterable: true,
isSortable: true,
},
{
field: 'subject',
type: 'String',
isFilterable: true,
},
{
field: 'description',
type: 'String',
isFilterable: true,
},
{
field: 'comment_count',
type: 'Number',
},
{
field: 'is_public',
type: 'Boolean',
},
{
field: 'satisfaction_rating',
type: 'Json',
},
{
field: 'tags',
type: ['String'],
isFilterable: true, // not => filtering on array is not yet possible
},
],
segments: [],
});
Implement the Smart Collection route
In the file routes/zendesk-tickets.js
, we’ve created a new route to implement the API behind the Smart Collection.
The logic here is to list all the users of your Zendesk account.
const express = require('express');
const { PermissionMiddlewareCreator } = require('forest-express-sequelize');
const router = express.Router();
const permissionMiddlewareCreator = new PermissionMiddlewareCreator(
'zendesk_tickets'
);
const { getTickets } = require('../services/zendesk-tickets-service');
// Get a list of Zendesk Tickets
router.get(
'/zendesk_tickets',
permissionMiddlewareCreator.list(),
(request, response, next) => {
getTickets(request, response, next);
}
);
Implement the get Route
The section above help you display the list of all Zendesk tickets. But you'll need to implement also the logic to display the information of a specific ticket.
This is going to be very similar. We just need to implement a new endpoint to get an individual ticket from the Zendesk API.
async function getTicket(request, response, next) {
return axios
.get(
`${ZENDESK_URL_PREFIX}/api/v2/tickets/${request.params.ticketId}?include=comment_count`,
{
headers: {
Authorization: `Basic ${getToken()}`,
},
}
)
.then(async (resp) => {
let record = resp.data.ticket;
// Serialize the result using the Forest Admin format
const recordSerializer = new RecordSerializer({
name: 'zendesk_tickets',
});
const recordSerialized = await recordSerializer.serialize(record);
response.send(recordSerialized);
})
.catch(next);
}
const {
getTickets,
getTicket,
} = require('../services/zendesk-tickets-service');
// Get a Zendesk Ticket
router.get(
'/zendesk_tickets/:ticketId',
permissionMiddlewareCreator.details(),
(request, response, next) => {
getTicket(request, response, next);
}
);
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