Create detailed ZenDesk tickets from Get Help submissions

muckrock/assets/components/ContactForm.svelte

@@ -1,7 +1,12 @@
 <script>
   import { showMessage } from "../js/messages";
 
-  let { flagCategory = "", csrfToken = "" } = $props();
+  let {
+    csrfToken = "",
+    foiaPk = "",
+    categoryLabel = "",
+    problemTitle = "",
+  } = $props();
   let text = $state("");
   let submitted = $state(false);
   let errorMessage = $state("");
@@ -15,7 +20,7 @@
     const formData = new FormData(form);
 
     try {
-      const response = await fetch(window.location.href, {
+      const response = await fetch("/gethelp/contact/", {
         method: "POST",
         headers: {
           "X-Requested-With": "XMLHttpRequest",
@@ -45,11 +50,12 @@
 
 <form method="post" class="get-help__contact-form" onsubmit={handleSubmit}>
   <input type="hidden" name="csrfmiddlewaretoken" value={csrfToken} />
-  <input type="hidden" name="action" value="flag" />
-  <input type="hidden" name="flag-category" value={flagCategory} />
+  <input type="hidden" name="foia_pk" value={foiaPk} />
+  <input type="hidden" name="category_label" value={categoryLabel} />
+  <input type="hidden" name="problem_title" value={problemTitle} />
   <textarea
-    id="flag-text"
-    name="flag-text"
+    id="text"
+    name="text"
     bind:value={text}
     required
     rows="4"

muckrock/assets/components/GetHelp.svelte

@@ -85,12 +85,13 @@
     <ProblemList
       category={problems[selectedCategory]}
       {csrfToken}
+      foiaPk={foiaId}
       onBack={goBack}
     />
   {:else if view === "contact"}
     <div class="get-help__contact-view">
       <h3>Contact Support</h3>
-      <ContactForm flagCategory="" {csrfToken} />
+      <ContactForm {csrfToken} foiaPk={foiaId} />
     </div>
   {/if}
   </main>

muckrock/assets/components/ProblemItem.svelte

@@ -2,7 +2,7 @@
   import ContactForm from "./ContactForm.svelte";
   import Self from './ProblemItem.svelte';
 
-  let { problem, csrfToken = "" } = $props();
+  let { problem, csrfToken = "", foiaPk = "", categoryLabel = "" } = $props();
   let showContact = $state(false);
 </script>
 
@@ -18,9 +18,9 @@
     {#if problem.children && problem.children.length > 0}
       <div class="get-help__children">
         {#each problem.children as child (child.id)}
-          <Self problem={child} {csrfToken} />
+          <Self problem={child} {csrfToken} {foiaPk} {categoryLabel} />
         {/each}
-        <Self problem={{id: "other", title: "Other"}} {csrfToken} />
+        <Self problem={{id: "other", title: "Other"}} {csrfToken} {foiaPk} {categoryLabel} />
       </div>
     {:else}
       {#if problem.resolution_html && !showContact}
@@ -32,7 +32,7 @@
           I still need help
       </button>
       {:else}
-      <ContactForm flagCategory={problem.flag_category} {csrfToken} />
+      <ContactForm {csrfToken} {foiaPk} {categoryLabel} problemTitle={problem.title} />
       {/if}
     {/if}
   </div>

muckrock/assets/components/ProblemList.svelte

@@ -1,7 +1,7 @@
 <script>
   import ProblemItem from "./ProblemItem.svelte";
 
-  let { category, csrfToken = "" } = $props();
+  let { category, csrfToken = "", foiaPk = "" } = $props();
 
   let otherProblem = {
     title: "I need help with something else.",
@@ -12,10 +12,10 @@
   <h3>{category.label}</h3>
 
   {#each category.problems as problem (problem.id)}
-    <ProblemItem {problem} {csrfToken} />
+    <ProblemItem {problem} {csrfToken} {foiaPk} categoryLabel={category.label} />
   {/each}
 
-  <ProblemItem problem={otherProblem} {csrfToken} />
+  <ProblemItem problem={otherProblem} {csrfToken} {foiaPk} categoryLabel={category.label} />
 </div>
 
 <style>

muckrock/core/urls.py

@@ -163,6 +163,7 @@
     re_path(r"^project/", include("muckrock.project.urls")),
     re_path(r"^fine-uploader/", include("muckrock.fine_uploader.urls")),
     re_path(r"^communication/", include("muckrock.communication.urls")),
+    re_path(r"^gethelp/", include("muckrock.gethelp.urls")),
     re_path(r"^squarelet/", include("muckrock.squarelet.urls")),
     re_path(r"^admin/", admin.site.urls),
     re_path(r"^search/$", views.SearchView.as_view(), name="search"),

muckrock/core/utils.py

@@ -25,6 +25,14 @@
 import boto3
 import requests
 import stripe
+from zenpy import Zenpy
+from zenpy.lib.api_objects import (
+    Comment,
+    Organization as ZenOrg,
+    Ticket,
+    User as ZenUser,
+)
+from zenpy.lib.exception import APIException
 
 logger = logging.getLogger(__name__)
 
@@ -264,6 +272,65 @@ def zoho_get(path, params=None):
     return _zoho(requests.get, path, params=params)
 
 
+def get_zendesk_client():
+    """Return a configured Zenpy client."""
+    return Zenpy(
+        email=settings.ZENDESK_EMAIL,
+        subdomain=settings.ZENDESK_SUBDOMAIN,
+        token=settings.ZENDESK_TOKEN,
+    )
+
+
+def create_zendesk_ticket(
+    subject, description, tags, requester_data, org_data=None, custom_fields=None
+):
+    """Create a Zendesk ticket and return its integer ticket ID.
+
+    requester_data: dict with at least `name`; optionally `email`, `external_id`
+    org_data:       dict with `name` + `external_id`, or None
+    custom_fields:  list of {id, value} dicts, or None
+    """
+    client = get_zendesk_client()
+
+    org_id = None
+    if org_data:
+        try:
+            org = client.organizations.create_or_update(ZenOrg(**org_data))
+        except APIException:
+            # De-duplicate name
+            deduped = dict(org_data)  # Create new dict from org_data
+            deduped["name"] += "_" + deduped["external_id"][:6]
+            org = client.organizations.create_or_update(ZenOrg(**deduped))
+        org_id = org.id
+    if org_id:
+        requester_data = dict(requester_data, organization_id=org_id)
+
+    try:
+        user = client.users.create_or_update(ZenUser(**requester_data))
+    except APIException:
+        # merge conflicting users
+        user1 = list(client.users.search(external_id=requester_data["external_id"]))[0]
+        user2 = list(client.users.search(query=requester_data["email"]))[0]
+        user = client.users.merge(user1, user2)
+
+    ticket_kwargs = {
+        "subject": subject,
+        "comment": Comment(body=description),
+        "type": "task",
+        "priority": "normal",
+        "status": "new",
+        "tags": list(tags or []),
+        "requester_id": user.id,
+    }
+    if org_id:
+        ticket_kwargs["organization_id"] = org_id
+    if custom_fields:
+        ticket_kwargs["custom_fields"] = custom_fields
+
+    audit = client.tickets.create(Ticket(**ticket_kwargs))
+    return audit.ticket.id
+
+
 def get_s3_storage_bucket():
     """Return the S3 storage bucket"""
     s3 = boto3.resource("s3")

muckrock/gethelp/forms.py

@@ -0,0 +1,14 @@
+"""Forms for the gethelp app"""
+
+# Django
+from django import forms
+
+
+class GetHelpForm(forms.Form):
+    text = forms.CharField(
+        strip=True,
+        error_messages={"required": "Please describe your issue."},
+    )
+    foia_pk = forms.IntegerField(required=False)
+    category_label = forms.CharField(required=False)
+    problem_title = forms.CharField(required=False)

muckrock/gethelp/tasks.py

@@ -0,0 +1,147 @@
+"""Celery tasks for the gethelp app"""
+
+# Django
+from celery import shared_task
+from django.conf import settings
+from django.contrib.auth.models import User
+from django.utils import timezone
+
+# Standard Library
+import logging
+import sys
+from random import randint
+
+# Third Party
+from requests.exceptions import RequestException
+from zenpy.lib.exception import APIException, ZenpyException
+
+# MuckRock
+from muckrock.core.utils import create_zendesk_ticket
+from muckrock.foia.models import FOIARequest
+from muckrock.organization.models import Membership
+
+logger = logging.getLogger(__name__)
+
+MR_NUMBER_FIELD = 1500004565182
+
+
+def create_ticket_subject(user, category_label, problem_title):
+    username = user.username if user else "anonymous"
+    if category_label and problem_title:
+        subject = f"[{category_label}] {problem_title} @{username}"
+    elif category_label:
+        subject = f"[{category_label}] @{username}"
+    else:
+        subject = f"[GetHelp] @{username}"
+    return subject
+
+
+def get_primary_org(user, foia):
+    """Return the org this ticket is associated with, or None."""
+    if foia:
+        return foia.composer.organization
+    try:
+        return user.profile.organization
+    except Membership.DoesNotExist:
+        return None
+
+
+def create_ticket_description(text, user, foia):
+    links = ["=== Quick Links ==="]
+    if foia:
+        links.append(
+            f"- Request on MuckRock Requests: "
+            f"{settings.MUCKROCK_URL}{foia.get_absolute_url()}"
+        )
+    if user:
+        links.append(
+            f"- User profile on MuckRock Requests: "
+            f"{settings.MUCKROCK_URL}{user.profile.get_absolute_url()}"
+        )
+        links.append(
+            f"- User profile on MuckRock Accounts: "
+            f"{settings.SQUARELET_URL}/users/{user.username}/"
+        )
+        org = get_primary_org(user, foia)
+        if org and not org.individual:
+            plan = "Premium" if org.entitlement.base_requests > 0 else "Free"
+            links.append(
+                f"- {plan} Organization on MuckRock Requests: "
+                f"{settings.MUCKROCK_URL}{org.get_absolute_url()}"
+            )
+            links.append(
+                f"- {plan} Organization on MuckRock Accounts: "
+                f"{settings.SQUARELET_URL}/organizations/{org.slug}/ "
+            )
+    if links:
+        return text + "\n\n" + "\n".join(links)
+    return text
+
+
+def create_ticket_tags(category_label):
+    tags = ["gethelp"]
+    if category_label:
+        tags.append(category_label.lower().replace(" ", "_"))
+    return tags
+
+
+def create_ticket_data(user, foia):
+    if user:
+        requester_data = {
+            "name": user.profile.full_name or user.username,
+            "external_id": str(user.profile.uuid),
+        }
+        if user.email:
+            requester_data["email"] = user.email
+        primary_org = get_primary_org(user, foia)
+        if primary_org:
+            org_data = {
+                "name": primary_org.name,
+                "external_id": str(primary_org.uuid),
+            }
+        else:
+            org_data = None
+    else:
+        requester_data = {"name": "Anonymous User"}
+        org_data = None
+    return [requester_data, org_data]
+
+
+@shared_task(ignore_result=True, max_retries=5)
+def create_gethelp_ticket(
+    user_pk, text, foia_pk=None, category_label="", problem_title=""
+):
+    """Create a Zendesk support ticket from a GetHelp form submission."""
+    user = (
+        User.objects.filter(pk=user_pk).select_related("profile").first()
+        if user_pk
+        else None
+    )
+    foia = FOIARequest.objects.filter(pk=foia_pk).first() if foia_pk else None
+    [requester_data, org_data] = create_ticket_data(user, foia)
+    custom_fields = [{"id": MR_NUMBER_FIELD, "value": foia.pk}] if foia else None
+
+    try:
+        ticket_id = create_zendesk_ticket(
+            subject=create_ticket_subject(user, category_label, problem_title),
+            description=create_ticket_description(text, user, foia),
+            tags=create_ticket_tags(category_label),
+            requester_data=requester_data,
+            org_data=org_data,
+            custom_fields=custom_fields,
+        )
+        if foia and user and foia.has_perm(user, "change"):
+            foia.notes.create(
+                author=user,
+                datetime=timezone.now(),
+                note=f"Submitted help request:\n\n{text}\n\n" f"Ticket ID: {ticket_id}",
+            )
+    except (RequestException, ZenpyException, APIException) as exc:
+        logger.warning(
+            "Zendesk error in create_gethelp_ticket: %s", exc, exc_info=sys.exc_info()
+        )
+        raise create_gethelp_ticket.retry(
+            countdown=(2**create_gethelp_ticket.request.retries) * 300
+            + randint(0, 300),
+            exc=exc,
+        )

muckrock/gethelp/urls.py

@@ -0,0 +1,11 @@
+"""URL configuration for the gethelp app"""
+
+# Django
+from django.urls import path
+
+# MuckRock
+from muckrock.gethelp import views
+
+urlpatterns = [
+    path("contact/", views.contact, name="gethelp-contact"),
+]