Zendesk API - Set Primary and Secondary Talk Agents and Availability

zendesk_set_primary_and_secondary_sla.ps1

param
(
[string] $PrimaryNinja   = "Jane Doe",
[string] $SecondaryNinja = "John Smith"
)

$global:zendesk_user_name = "[email protected]/token" # The /token part is obligatory when using Zendesk's API
$global:zendesk_password = "put_your_zendesk_API_token_here"
$global:zendesk_address = "https://your_zendesk_subdomain_here.zendesk.com"
$global:primarySLAgroupname = "SLA Primary"
$global:secondarySLAgroupname = "SLA Secondary"

function CreateAuthorizationHeader()
{
    $pair = "$($zendesk_user_name):$($zendesk_password)"
    $encodedCreds = [System.Convert]::ToBase64String([System.Text.Encoding]::ASCII.GetBytes($pair))
    $basicAuthValue = "Basic $encodedCreds"
    $Headers = @{
        Authorization = $basicAuthValue
    }
    return $Headers
}

$header = CreateAuthorizationHeader

# note: can probably optimize the querying of users using Zendesk's Search API and filtering by role and/or name

$global:users = Invoke-RestMethod -UseBasicParsing -ContentType "application/json" -Uri "$zendesk_address/api/v2/users.json" -Headers $header
$global:groups = Invoke-RestMethod -UseBasicParsing -ContentType "application/json" -Uri "$zendesk_address/api/v2/groups.json" -Headers $header
$global:memberships = Invoke-RestMethod -UseBasicParsing -ContentType "application/json" -Uri "$zendesk_address/api/v2/group_memberships.json" -Headers $header


function SetExclusiveNinjaMembership([string] $NinjaName,[string] $GroupName)
{
    $agentObject = $global:users.users | Select id, name, role | Where name -eq $NinjaName
    $groupObject = $global:groups.groups | Select id, name | Where name -eq $GroupName
    $needToAdd = "True"
    foreach ($membershipsObjectToDelete in ($memberships.group_memberships | Select id, user_id, group_id | Where group_id -eq $groupObject.id))
    {
        if ($membershipsObjectToDelete.user_id -ne $agentObject.id)
        {
            "Delete membership " + $membershipsObjectToDelete.id   # informational message
            $uri = "$zendesk_address/api/v2/group_memberships/" + $membershipsObjectToDelete.id + ".json"
            $deleted = Invoke-RestMethod -Method Delete -UseBasicParsing -ContentType "application/json" -Uri $uri -Headers $header
        } else {
            $needToAdd = "False"
        }
    }

    if ($needToAdd -eq "True")
    {
        "Add membership for user_id " + $agentObject.id + " group_id " + $groupObject.id  # informational message
        $body = '{"group_membership": {"user_id": ' + $agentObject.id + ', "group_id": ' + $groupObject.id + '}}'
        $newmembership = Invoke-RestMethod -Method Post -UseBasicParsing -ContentType "application/json" -Uri "$zendesk_address/api/v2/group_memberships.json" -Headers $header -Body $body
    } else {
        "Agent is already in group."  # informational message
    }

    "Making sure agent is available in Talk..."  # informational message
    
    $uri = "$zendesk_address/api/v2/channels/voice/availabilities/" + $agentObject.id + ".json"
    $agentAvailability = Invoke-RestMethod -Method Get -UseBasicParsing -ContentType "application/json" -Uri $uri -Headers $header
    
    if ($agentAvailability.availability.available -and $agentAvailability.availability.via -eq "phone")
    {
        "Agent is already available. No need to update."  # informational message
    } else {
        "Agent is not currently available. Updating..."  # informational message
        $body = '{"availability": { "via": "phone", "available": true }}'
        $agentAvailability = Invoke-RestMethod -Method Put -UseBasicParsing -ContentType "application/json" -Uri $uri -Headers $header -Body $body
    }
}

SetExclusiveNinjaMembership -NinjaName $PrimaryNinja -GroupName $global:primarySLAgroupname
SetExclusiveNinjaMembership -NinjaName $SecondaryNinja -GroupName $global:secondarySLAgroupname

Line #28 could be optimized by using the search.json API of Zendesk in order to filter the queried users (i.e. by role and/or by name/email) instead of the users.json API which retrieves all users (including end-users).