Ticket events

app.post("/webhook/platform-events", async (req, res) => {
  const event = req.body;
  if (!event?.eventId || !event?.eventType?.startsWith("ticket:")) {
    return res.status(200).send("OK"); // ignore non-ticket events
  }
  res.status(200).send("OK"); // ack early

  switch (event.eventType) {
    case "ticket:created":
      await onTicketCreated(event.payload);
      break;
    case "ticket:status:changed":
      await onTicketStatusChanged(event.payload);
      break;
    default:
      break;
  }
});

interface TicketCreatedPayload {
  ticket: {
    id: string;
    ticketId: string;
    title: string;
    description: string;
    customerContactFirstName: string;
    customerContactLastName: string;
    customerContactEmail: string;
    priorityId: string;
    statusId: string;
    statusName: string;
    priorityName: string;
    sentimentId: string;
    sentimentName: string;
    source: string;
    createdAt: Date;
    teamId: string;
    teamName: string;
    teamIdentifier: string;
    subTeamId?: string;
    subTeamName?: string;
    subTeamIdentifier?: string;
    isEscalated: boolean;
    customer: {
      id: string;
      email: string;
      name: string;
    };
    assignedTo: string | null;
    assignedAgent: {
      id: string;
      email: string;
      name: string;
    } | null;
    tags?: string[];
    isArchived: boolean;
    customFields?: Record<string, string>;
    metadata?: Record<string, string>;
    aiGeneratedTitle?: string;
    aiGeneratedSummary?: string;
    lastCustomerComment?: Date;
    lastVendorComment?: Date;
    proactiveChannels?: string[];
    isProactive?: boolean;
  };
  comment?: {
    id: string;
    content: string;
    contentHtml: string;
    contentJson: string;
    customerContactId: string;
    createdAt: Date;
  };
}

{
  ticket: TicketPayload;
  previousTicket: TicketPayload; // Previous state of the ticket
}

{
  previousTicket: TicketPayload; // The deleted ticket data
}

{
  changedCustomFields: Array<{
    fieldUid: string;
    newValues: string[];
    changeType: "added";
  }>;
}

{
  changedCustomFields: Array<{
    fieldUid: string;
    previousValues: string[];
    changeType: "removed";
  }>;
}

{
  changedCustomFields: Array<{
    fieldUid: string;
    previousValues: string[];
    newValues: string[];
    addedValues?: string[];
    removedValues?: string[];
    changeType: "updated";
  }>;
}

{
  migration: {
    source: string;
    sourceId: string;
    [key: string]: unknown;
  };
}

{
  csat: {
    id: string;
    feedbackType: string;
    surveyConfig?: any;
    deliveryChannel?: string;
    ruleName: string;
    sentAt?: Date;
    requestorEmail: string;
  };
}

{
  csat: {
    id: string;
    feedbackType: string;
    deliveryChannel?: string;
    ruleName: string;
    completedAt?: Date;
    requestorEmail: string;
    ratingValue?: number;
    hasComment?: boolean;
    commentText?: string;
  };
}

function handleTicketCreated(payload) {
  const { ticket } = payload;

  // Send welcome email to customer
  if (ticket.source === "EMAIL") {
    sendWelcomeEmail(ticket.customer.email, ticket.ticketId);
  }

  // Notify assigned agent
  if (ticket.assignedAgent) {
    notifyAgent(ticket.assignedAgent.id, ticket);
  }

  // Log in CRM
  updateCRM({
    customerId: ticket.customer.id,
    ticketId: ticket.id,
    priority: ticket.priorityName,
  });
}

function handleStatusChange(payload) {
  const { ticket, previousTicket } = payload;

  if (
    ticket.statusName === "Closed" &&
    previousTicket.statusName !== "Closed"
  ) {
    // Ticket was closed
    triggerCSATSurvey(ticket);
    updateMetrics("ticket_closed", ticket.teamId);
  }
}

function handleCustomFieldChange(payload) {
  const { changedCustomFields } = payload;

  changedCustomFields.forEach((change) => {
    if (change.fieldUid === "severity-field-uid") {
      if (change.newValues.includes("Critical")) {
        escalateToManagement(payload.ticket);
      }
    }
  });
}