chat-core-zendesk: add support for ticketFields

packages/chat-core-aws-connect/THIRD-PARTY-NOTICES

@@ -195,7 +195,7 @@ The following NPM packages may be included in this product:
  - @types/[email protected]
  - @types/[email protected]
  - @types/[email protected]
- - @types/[email protected].4
+ - @types/[email protected].5
  - @types/[email protected]
  - @types/[email protected]
  - @types/[email protected]

packages/chat-core-zendesk/README.md

@@ -2,7 +2,7 @@
 
 A library used for integrating Yext Chat with the Zendesk agent platform.
 
-This is an internal package as of now. 
+This is an internal package as of now.
 
 - 100% **TypeScript**, with detailed request and response models
 - Currently only supports browser-based chat sessions

packages/chat-core-zendesk/src/infra/ChatCoreZendeskImpl.ts

@@ -89,8 +89,23 @@ export class ChatCoreZendeskImpl {
    * with the conversation summary as the initial message.
    */
   private async setupSession(messageRsp: MessageResponse) {
+    const ticketFields: Record<string, unknown> = {};
+    try {
+      if (messageRsp.integrationDetails?.zendeskHandoff?.ticketFields) {
+        const rawFields = JSON.parse(
+          messageRsp.integrationDetails?.zendeskHandoff?.ticketFields
+        );
+        for (const key in rawFields) {
+          ticketFields[`zen:ticket_field:${key}`] = rawFields[key];
+        }
+      }
+    } catch (e) {
+      console.error("Error parsing metadata", e);
+    }
+
     let convo: Conversation = await Smooch.createConversation({
       metadata: {
+        ...ticketFields,
         "zen:ticket:tags": "yext-chat-agent-handoff",
         // this indicates to the internal zendesk bot webhook that the conversation is from the Chat SDK
         [MetadataChatSDKKey]: true,
@@ -99,7 +114,7 @@ export class ChatCoreZendeskImpl {
 
     // On first conversation creation of a new user, the id is TEMPORARY_CONVERSATION.
     // We need to re-fetch the current conversation to get the actual id.
-    if (convo.id === 'TEMPORARY_CONVERSATION') {
+    if (convo.id === "TEMPORARY_CONVERSATION") {
       const currentConversation = Smooch.getDisplayedConversation();
       if (!currentConversation) {
         throw new Error("No conversation found");
@@ -109,8 +124,10 @@ export class ChatCoreZendeskImpl {
     this.conversationId = convo.id;
     Smooch.loadConversation(convo.id);
     Smooch.sendMessage(
-      `SUMMARY: ${messageRsp.notes.conversationSummary}` ??
-        "User requested agent assistance",
+      `SUMMARY: ${
+        messageRsp.notes.conversationSummary ??
+        "User requested agent assistance"
+      }`,
       this.conversationId
     );
   }
@@ -123,14 +140,15 @@ export class ChatCoreZendeskImpl {
           return;
         }
         let msg: string = message.text;
-        
+
         // If the message is of type CSAT, indicating the agent has resolved the ticket, then omit this message.
         // Instead, send a message to inform user and reset the session
         // @ts-ignore - metadata is not in the Smooch types but it's in the actual data
         if (message["metadata"]?.type === "csat") {
           this.resetSession();
           this.eventListeners["close"]?.forEach((cb) => cb(data));
-          msg = "The agent has resolved the ticket. Further assistance will now be provided by the bot.";
+          msg =
+            "The agent has resolved the ticket. Further assistance will now be provided by the bot.";
         }
 
         // If the message is from a bot, indicating the agent has deleted the ticket, then reset the session

packages/chat-core-zendesk/tests/ChatCoreZendesk.test.ts

@@ -13,9 +13,11 @@ function mockMessageResponse(): MessageResponse {
       text: "text",
     },
     integrationDetails: {
-      zendeskHandoff: {},
+      zendeskHandoff: {
+        ticketFields: '{"field1": "value1", "field2": "value2"}',
+      },
     },
-  }
+  };
 }
 
 const mockConfig: ChatCoreZendeskConfig = {
@@ -222,3 +224,17 @@ it("clears session on resetSession", async () => {
   chatCoreZendesk.resetSession();
   expect(chatCoreZendesk.getSession()).toBeUndefined();
 });
+
+it("sets ticket fields on handoff", async () => {
+  const createConversationSpy = jest.spyOn(SmoochLib, "createConversation");
+  const chatCoreZendesk = provideChatCoreZendesk(mockConfig);
+  await chatCoreZendesk.init(mockMessageResponse());
+  expect(createConversationSpy).toBeCalledWith({
+    metadata: {
+      "zen:ticket_field:field1": "value1",
+      "zen:ticket_field:field2": "value2",
+      "zen:ticket:tags": "yext-chat-agent-handoff",
+      YEXT_CHAT_SDK: true,
+    },
+  });
+});

packages/chat-core/docs/chat-core.zendeskhandoff.md

@@ -11,3 +11,10 @@ Configurations for Zendesk handoff.
 ```typescript
 export interface ZendeskHandoff 
 ```
+
+## Properties
+
+|  Property | Modifiers | Type | Description |
+|  --- | --- | --- | --- |
+|  [ticketFields?](./chat-core.zendeskhandoff.ticketfields.md) |  | string | _(Optional)_ A serialized JSON string of ticket fields to be automatically set when initiating Zendesk handoff. |
+

packages/chat-core/docs/chat-core.zendeskhandoff.ticketfields.md

@@ -0,0 +1,13 @@
+<!-- Do not edit this file. It is automatically generated by API Documenter. -->
+
+[Home](./index.md) &gt; [@yext/chat-core](./chat-core.md) &gt; [ZendeskHandoff](./chat-core.zendeskhandoff.md) &gt; [ticketFields](./chat-core.zendeskhandoff.ticketfields.md)
+
+## ZendeskHandoff.ticketFields property
+
+A serialized JSON string of ticket fields to be automatically set when initiating Zendesk handoff.
+
+**Signature:**
+
+```typescript
+ticketFields?: string;
+```

packages/chat-core/etc/chat-core.api.md

@@ -197,6 +197,7 @@ export interface TokenStreamEvent {
 
 // @public
 export interface ZendeskHandoff {
+    ticketFields?: string;
 }
 
 // (No @packageDocumentation comment for this package)

packages/chat-core/src/models/integrations/Zendesk.ts

@@ -3,5 +3,10 @@
  *
  * @public
  */
-// eslint-disable-next-line @typescript-eslint/no-empty-interface
-export interface ZendeskHandoff {}
+export interface ZendeskHandoff {
+  /**
+   * A serialized JSON string of ticket fields to be automatically set
+   * when initiating Zendesk handoff.
+   */
+  ticketFields?: string;
+}

test-sites/test-browser-esm/README.md

@@ -18,4 +18,5 @@ This will serve the index.html page on http://localhost:5050. Opening that up sh
 ### Chat Core Integrations
 
 #### Zendesk
-To test Zendesk integration, ensures that the bot is configured with Zendesk handoff goal and provided appropriate credentials. In the `.env` file, provide the value for `TEST_ZENDESK_INTEGRATION_ID`. The test site should switch to use ChatCoreZendesk instance if it detects a zendesk-specific handoff step.
+
+To test Zendesk integration, ensures that the bot is configured with Zendesk handoff goal and provided appropriate credentials. In the `.env` file, provide the value for `TEST_ZENDESK_INTEGRATION_ID`. The test site should switch to use ChatCoreZendesk instance if it detects a zendesk-specific handoff step.