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Add ticket metrics support
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jhedev committed Feb 2, 2024
1 parent 780ad86 commit 0b67ba7
Showing 1 changed file with 128 additions and 0 deletions.
128 changes: 128 additions & 0 deletions zendesk/ticket_metrics.go
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package zendesk

import (
"context"
"encoding/json"
"fmt"
"time"
)

// TimeDuration represents a time in business or calendar days
type TimeDuration struct {
Business int `json:"business"`
Calendar int `json:"calendar"`
}

type TicketMetric struct {
AgentWaitTimeInMinutes TimeDuration `json:"agent_wait_time_in_minutes"`
AssignedAt time.Time `json:"assigned_at"`
AssigneeStations int `json:"assignee_stations"`
AssigneeUpdatedAt time.Time `json:"assignee_updated_at"`
CreatedAt time.Time `json:"created_at"`
CustomStatusUpdatedAt time.Time `json:"custom_status_updated_at"`
FirstResolutionTimeInMinutes TimeDuration `json:"first_resolution_time_in_minutes"`
FullResolutionTimeInMinutes TimeDuration `json:"full_resolution_time_in_minutes"`
GroupStations int `json:"group_stations"`
ID int `json:"id"`
InitiallyAssignedAt time.Time `json:"initially_assigned_at"`
LatestCommentAddedAt time.Time `json:"latest_comment_added_at"`
OnHoldTimeInMinutes TimeDuration `json:"on_hold_time_in_minutes"`
Reopens int `json:"reopens"`
Replies int `json:"replies"`
ReplyTimeInMinutes TimeDuration `json:"reply_time_in_minutes"`
ReplyTimeInSeconds struct {
Calendar int `json:"calendar"`
} `json:"reply_time_in_seconds"`
RequesterUpdatedAt time.Time `json:"requester_updated_at"`
RequesterWaitTimeInMinutes TimeDuration `json:"requester_wait_time_in_minutes"`
SolvedAt time.Time `json:"solved_at"`
StatusUpdatedAt time.Time `json:"status_updated_at"`
TicketID int `json:"ticket_id"`
UpdatedAt time.Time `json:"updated_at"`
}

type TicketMetricListOptions struct {
PageOptions

SortBy string `url:"sort_by,omitempty"`

SortOrder string `url:"sort_order,omitempty"`
}

// TicketMetricsAPI is an interface containing all methods for the ticket
// metrics API
type TicketMetricsAPI interface {
GetTicketMetrics(ctx context.Context, opts ...TicketMetricListOptions) ([]TicketMetric, Page, error)
GetTicketMetric(ctx context.Context, ticketMetricsID int64) (TicketMetric, error)
GetTicketMetricByTicket(ctx context.Context, ticketID int64) (TicketMetric, error)
}

// GetTicketMetrics get ticket metrics list with offset based pagination
//
// ref: https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_metrics/#list-ticket-metrics
func (z *Client) GetTicketMetrics(ctx context.Context, opts *TicketMetricListOptions) ([]TicketMetric, Page, error) {
var data struct {
TicketMetrics []TicketMetric `json:"ticket_metrics"`
Page
}

tmp := opts
if tmp == nil {
tmp = &TicketMetricListOptions{}
}

u, err := addOptions("/ticket_metrics.json", tmp)
if err != nil {
return nil, Page{}, err
}

body, err := z.get(ctx, u)
if err != nil {
return nil, Page{}, err
}

err = json.Unmarshal(body, &data)
if err != nil {
return nil, Page{}, err
}
return data.TicketMetrics, data.Page, nil

}

// ref: https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_metrics/#show-ticket-metrics
func (z *Client) GetTicketMetric(ctx context.Context, ticketMetricsID int64) (TicketMetric, error) {
var result struct {
TicketMetric TicketMetric `json:"ticket_metric"`
}

body, err := z.get(ctx, fmt.Sprintf("/ticket_metrics/%d.json", ticketMetricsID))
if err != nil {
return TicketMetric{}, err
}

err = json.Unmarshal(body, &result)
if err != nil {
return TicketMetric{}, err
}

return result.TicketMetric, err
}

// ref: https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_metrics/#show-ticket-metrics
func (z *Client) GetTicketMetricByTicket(ctx context.Context, ticketID int64) (TicketMetric, error) {
var result struct {
TicketMetric TicketMetric `json:"ticket_metric"`
}

body, err := z.get(ctx, fmt.Sprintf("/tickets/%d/metrics.json", ticketID))
if err != nil {
return TicketMetric{}, err
}

err = json.Unmarshal(body, &result)
if err != nil {
return TicketMetric{}, err
}

return result.TicketMetric, err
}

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