append data to new Zendesk tickets

index.js

/**
 * What is the problem we're trying to solve?
 * Sometimes a business needs additional information to be part of the record in Support.
 * Solution: use a service to handle events sent from Zendesk via a target, parse some info from the event and insert a comment into the ticket with some additional context.
 * The real meat and potatoes, which you have to developm is what happens between receiving the event and inserting the comment.
 */

// imports
const bodyParser = require('body-parser');
const express = require('express');
const axios = require('axios');

// constants
const SUBDOMAIN = '[zendesk subdomain]';
const USERNAME = '[zendesk admin username]';
const PASSWORD = '[zendesk admin password]';
const AUTHORID = '[zendesk admin author ID]';
const PORT = 8000;

const getTicket = ticketId => axios({
    method: 'get',
    url: `https://${SUBDOMAIN}.zendesk.com/api/v2/tickets/${ticketId}.json`,
    auth: {
        username: USERNAME,
        password: PASSWORD
    }
});

const getComments = ticketId => axios({
    method: 'get',
    url: `https://${SUBDOMAIN}.zendesk.com/api/v2/tickets/${ticketId}/comments.json`,
    auth: {
        username: USERNAME,
        password: PASSWORD
    }
});

const getUser = userId => axios({
    method: 'get',
    url: `https://${SUBDOMAIN}.zendesk.com/api/v2/users/${userId}.json`,
    auth: {
        username: USERNAME,
        password: PASSWORD
    }
});

const sendComment = (ticketId, body) => axios({
    method: 'put',
    url: `https://${SUBDOMAIN}.zendesk.com/api/v2/tickets/${ticketId}.json`,
    auth: {
        username: USERNAME,
        password: PASSWORD
    },
    data: {
        ticket: {
            comment: {
                author_id: AUTHORID,
                public: false,
                body
            }
        }
    }
});

express()
    .use(bodyParser.json())
    .post('/resources/:id/events', async function(req, res) {
        const params = req.body.metadata;
        try {
            const user = {} // (await getUser(params['ticket.requester.id'])).data;
            const ticket = {} // (await getTicket(params['ticket.id'])).data;
            const comments = {} // (await getComments(params['ticket.id'])).data;
            console.log(JSON.stringify({ user, ticket, comments, params }, null, 4));
        } catch (err) {
            console.log('ERROR', err, {
                userId: params['ticket.requester.id'],
                ticketId: params['ticket.id'],
                params
            });
        }
        res.end();
    })
    .use('/', function(req, res) {
        // event data comes from Zendesk in the form of a hash map in JSON format
        const props = new Map(req.body);
        
        const message = `**This is a note containing context from some 3rd party system.**
        Here's some stuff we know about the user that no other system is aware of:
        - they have a dog name "Rx"
        - they have seven kids
        - they ate an old cookie they found in the couch recently recently.
        `;

        sendComment(props.get('id'), message)
            .then(data => console.log('DATA ->', data))
            .catch(error => console.log('ERROR ->', error.message));

        // not waiting for a success to acknowledge webhook
        res.end();
    })
    .listen(PORT);

package.json

{
  "name": "new-ticket-handler",
  "version": "1.0.0",
  "description": "",
  "main": "index.js",
  "scripts": {
    "test": "echo \"Error: no test specified\" && exit 1"
  },
  "author": "",
  "license": "ISC",
  "dependencies": {
    "axios": "^0.19.0",
    "body-parser": "^1.19.0",
    "express": "^4.17.1"
  }
}