feat: creating zendesk tickets

[lukasz-hycom]

What does this PR do?

• implemented createTicket method from Zendesk API

Key Changes

• adding the option to create tickets with description and attachments

Summary by CodeRabbit

• New Features

  • Tickets: add file attachments and new classification fields — topic, priority (urgent|high|normal|low), and type (question|problem|incident|task).
  • Tickets: enable full end-to-end creation with external ticketing integration and automatic requester resolution.

• Stability / UX

  • Product details and recommended products: refined server-side data fetching for more consistent rendering and error handling.

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1 Skipped Deployment

Project	Deployment	Review	Updated (UTC)
o2s-docs	Skipped		Jan 16, 2026 2:40pm

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Walkthrough

Adds attachment and metadata fields to the ticket request contract and implements a full Zendesk ticket creation flow: input validation, optional attachment uploads, user resolution by email, ticket creation with custom fields, and mapping Zendesk responses to the internal ticket model.

Changes

Cohort / File(s)	Summary
Framework Request Contract packages/framework/src/modules/tickets/tickets.request.ts	Added TicketAttachmentInput (filename, content, contentType) and extended PostTicketBody with topic: string, optional attachments: TicketAttachmentInput[], optional priority: string, and optional type: string.
Zendesk Ticket Service Implementation packages/integrations/zendesk/src/modules/tickets/zendesk-ticket.service.ts	Replaced stub with full createTicket flow: validates input, resolves user by email, uploads attachments via HttpService (parallel), constructs Zendesk payload (subject, description, optional priority/type, optional topic as custom_field), creates ticket, maps Zendesk response to internal model. Adds baseUrl/authToken config, HttpService injection, and helpers uploadAttachment & findZendeskUserByEmail.
Frontend server components (minor refactor) packages/blocks/product-details/src/frontend/ProductDetails.server.tsx, packages/blocks/recommended-products/src/frontend/RecommendedProducts.server.tsx	Refactored server components to assign fetched data to a local variable and perform a single final render after try/catch; no public API changes.

Sequence Diagram(s)

sequenceDiagram
    participant Client as Client
    participant Service as ZendeskService
    participant Users as UsersService
    participant Zendesk as ZendeskAPI
    participant HTTP as HttpService

    Client->>Service: createTicket(PostTicketBody, authorization?)
    activate Service
    Service->>Service: validate input (title/description/topic)
    Service->>Users: resolve user by authorization (email)
    activate Users
    Users-->>Service: user email (or none)
    deactivate Users

    alt attachments present
        Service->>HTTP: upload attachment(s) (parallel)
        activate HTTP
        HTTP-->>Service: upload token(s)/identifiers
        deactivate HTTP
    end

    Service->>Zendesk: find user by email (searchUsers)
    activate Zendesk
    Zendesk-->>Service: zendesk user id (or none)
    deactivate Zendesk

    Service->>Zendesk: create ticket (subject, description, priority/type, custom_fields/topic, uploads, requester)
    activate Zendesk
    Zendesk-->>Service: created ticket data (comments, authors)
    deactivate Zendesk

    Service-->>Client: mapped internal ticket response
    deactivate Service

Loading

Estimated code review effort

🎯 4 (Complex) | ⏱️ ~45 minutes

Possibly related PRs

• feat(integrations.zendesk): add Zendesk ticket integration #319 — Introduced initial Zendesk ticket integration and is directly related to the ticket creation and PostTicketBody contract extensions.

Suggested reviewers

• marcinkrasowski

Poem

🐰 I hopped through lines of code so bright,

Attachments packed and topics tight,
I fetched a user, sent a file,
Zendesk smiled across the mile,
A rabbit cheers — tickets take flight!

🚥 Pre-merge checks | ✅ 2 | ❌ 1

❌ Failed checks (1 warning)

Check name	Status	Explanation	Resolution
Description check	⚠️ Warning	The description is largely incomplete, missing critical sections like Related Ticket(s), detailed Key Changes explanation, and How to test steps required by the template.	Add Related Ticket(s) section with ticket number, expand Key Changes with specific details about validation and attachment handling, and provide step-by-step testing instructions including environment setup.

✅ Passed checks (2 passed)

Check name	Status	Explanation
Title check	✅ Passed	The title accurately describes the main objective of the PR—implementing Zendesk ticket creation functionality.
Docstring Coverage	✅ Passed	No functions found in the changed files to evaluate docstring coverage. Skipping docstring coverage check.

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[coderabbitai]

Actionable comments posted: 3

🤖 Fix all issues with AI agents

In `@packages/integrations/zendesk/src/modules/tickets/zendesk-ticket.service.ts`:
- Around line 368-372: The users.find email comparison in the map callback
should be case-insensitive to avoid missing matches; update the matching logic
used where matchedUser is computed (the users.find((u) => u.email === email)
expression) to compare u.email and email after normalizing both (e.g.,
toLowerCase()) and guard against undefined emails so the function returns a
correct matchedUser even when Zendesk returns lowercased or differently-cased
addresses.
- Around line 199-208: The code currently drops data.topic when
ZENDESK_TOPIC_FIELD_ID is unset (topicFieldId === 0); update the logic in the
ticket creation flow that builds customFields (referencing
ZENDESK_TOPIC_FIELD_ID, topicFieldId, customFields, and data.topic) to either 1)
throw a clear configuration error when data.topic is provided but
ZENDESK_TOPIC_FIELD_ID is not set (fail-fast), or 2) add a safe fallback such as
appending the topic to tags or a separate fallback field so the value is
persisted; implement one approach consistently and return or surface the error
so callers cannot silently lose topic values.
- Around line 390-401: The uploadAttachment method's axios.post call lacks a
timeout; update the axios request in uploadAttachment to include a timeout value
read from an environment variable (e.g., process.env.ZENDESK_UPLOAD_TIMEOUT)
with a sensible default fallback, and pass it into the axios options object so
uploads cannot hang indefinitely; ensure the change targets the axios.post
invocation in uploadAttachment and validate the env var is parsed to a number
before use.

📜 Review details

Configuration used: Organization UI

Review profile: CHILL

Plan: Pro

📥 Commits

Reviewing files that changed from the base of the PR and between fd6bb5c and 11a0a79.

📒 Files selected for processing (2)

• packages/framework/src/modules/tickets/tickets.request.ts
• packages/integrations/zendesk/src/modules/tickets/zendesk-ticket.service.ts

🧰 Additional context used

🧬 Code graph analysis (1)

packages/integrations/zendesk/src/modules/tickets/zendesk-ticket.service.ts (2)

packages/framework/src/modules/tickets/tickets.request.ts (1)

• PostTicketBody (15-20)

packages/integrations/zendesk/src/modules/tickets/zendesk-ticket.mapper.ts (1)

• mapTicketToModel (7-91)

⏰ Context from checks skipped due to timeout of 90000ms. You can increase the timeout in your CodeRabbit configuration to a maximum of 15 minutes (900000ms). (1)

• GitHub Check: deploy-preview

🔇 Additional comments (3)

packages/framework/src/modules/tickets/tickets.request.ts (1)

9-19: DTO updates for attachments/topic look good.

Clear, minimal additions that align with the new ticket creation flow.

packages/integrations/zendesk/src/modules/tickets/zendesk-ticket.service.ts (2)

1-19: Imports aligned with the new create-ticket flow.

Looks consistent with the new functionality.

---

37-53: Zendesk client config wiring looks solid.

Env-backed base URL and auth token setup is clean.

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