Zendesk Integration

// Zendesk API Client Configuration
const Zendesk = require('zendesk-node-api');
const client = new Zendesk({
  username: process.env.ZENDESK_EMAIL,
  token: process.env.ZENDESK_TOKEN,
  subdomain: process.env.ZENDESK_SUBDOMAIN
});

// Create Ticket from VAI Conversation
async function createTicketFromConversation(conversationData) {
  const ticketData = {
    ticket: {
      subject: conversationData.issueType === 'technical' 
        ? `Issue: ${conversationData.summary}`
        : `Inquiry: ${conversationData.summary}`,
      comment: {
        body: `This ticket was automatically created by VAI AI Agent.

Conversation Summary:
${conversationData.fullSummary}

User Information:
- Email: ${conversationData.userEmail}
- Account ID: ${conversationData.accountId}
- Agent Type: ${conversationData.agentType}

Issue Details:
- Type: ${conversationData.issueType}
- Priority: ${conversationData.priority}
- Category: ${conversationData.category}

Next Steps:
${conversationData.recommendedAction}
`
      },
      priority: conversationData.priority === 'urgent' ? 'urgent' : 'normal',
      type: conversationData.issueType === 'incident' ? 'incident' : 'question',
      status: 'new',
      requester: {
        email: conversationData.userEmail,
        name: conversationData.userName || 'Customer'
      },
      custom_fields: [
        {
          id: 12345, // VAI Conversation ID field
          value: conversationData.conversationId
        },
        {
          id: 12346, // AI Agent field
          value: conversationData.agentType
        },
        {
          id: 12347, // Sentiment field
          value: conversationData.sentiment
        }
      ]
    }
  };

  try {
    const result = await client.tickets.create(ticketData);
    console.log('Ticket created:', result.id);
    
    // Update conversation with ticket ID
    await updateConversationWithTicket(conversationData.conversationId, result.id);
    
    return result;
  } catch (error) {
    console.error('Error creating ticket:', error);
    throw error;
  }
}

// Intelligent Ticket Routing Logic
function determineTicketRouting(conversationData) {
  const routingRules = {
    technical: {
      conditions: ['error', 'bug', 'crash', 'not working', 'broken'],
      group_id: 360001234567, // Technical Support Group
      priority: 'high'
    },
    billing: {
      conditions: ['payment', 'invoice', 'charge', 'refund', 'billing'],
      group_id: 360001234568, // Finance Group
      priority: 'medium'
    },
    account: {
      conditions: ['account', 'login', 'password', 'access', 'profile'],
      group_id: 360001234569, // Account Management Group
      priority: 'high'
    },
    feature: {
      conditions: ['feature', 'request', 'suggestion', 'improvement'],
      group_id: 360001234570, // Product Group
      priority: 'low'
    }
  };

  const message = conversationData.message.toLowerCase();
  let matchedRoute = null;
  let confidence = 0;

  // Find best matching route
  Object.keys(routingRules).forEach(route => {
    const rules = routingRules[route];
    const matchCount = rules.conditions.filter(condition => 
      message.includes(condition)
    ).length;
    
    if (matchCount > confidence) {
      confidence = matchCount;
      matchedRoute = route;
    }
  });

  // Determine escalation level
  let escalationLevel = 'L1';
  if (conversationData.sentiment === 'very_negative' || 
      conversationData.urgency === 'high') {
    escalationLevel = 'L2';
  }
  if (conversationData.accountType === 'enterprise') {
    escalationLevel = 'L2';
  }

  return {
    group_id: matchedRoute ? routingRules[matchedRoute].group_id : 360001234567,
    priority: matchedRoute ? routingRules[matchedRoute].priority : 'normal',
    escalation_level: escalationLevel,
    confidence: confidence,
    route: matchedRoute || 'general'
  };
}