Salim Moumouni

import requests
import json
from datetime import datetime, timedelta

# Constants
BASE_URL = "https://.zendesk.com/api/v2"
ENDPOINT = "/incremental/tickets/cursor"
AUTH = ('', '')

EXCLUDED_BRAND_IDS = {
    360004255072: "Printer Setup",
    360000044983: "DiveR,,,",
    360000046986: "freediving",
    360000041126: "Freediving",
    1900000261367: "Massachusetts...",
    4562467897108: "Mass...",
    7689048: "Nevada ",
    360003769091: "New York ",
    4417994256788: "New York Vend...",
    5046048: "Pennsylvania...",
    360002459491: "Phone System Event",
    360000017906: "R",
    360002324671: "R support...",
    360000041106: "Scuba",
    360002436671: "Diver....",
    360002480172: "Diver sales...",
    360002781632: "Diver io...
}

def get_tickets_for_month(year, month):
    """Retrieve tickets for a specific month."""
    start_date = datetime(year, month, 1)
    if month == 12:
        end_date = datetime(year + 1, 1, 1)
    else:
        end_date = datetime(year, month + 1, 1)

    start_time = int((start_date - datetime(1970, 1, 1)).total_seconds())
    end_time = int((end_date - datetime(1970, 1, 1)).total_seconds())

    params = {
        'start_time': start_time,
        'end_time': end_time
    }

    tickets = []
    current_endpoint = ENDPOINT
    page_count = 0

    while True:
        response = requests.get(BASE_URL + current_endpoint, params=params, auth=AUTH)
        response.raise_for_status()
        data = response.json()

        page_count += 1
        print(f"Processing page {page_count}...")

        # Exclude tickets with certain tags and brand IDs
        new_tickets = [
            ticket for ticket in data.get('tickets', [])
            if "bp_call" not in ticket["tags"] and "spam" not in ticket["tags"] and ticket.get("brand_id") not in EXCLUDED_BRAND_IDS
        ]

        tickets.extend(new_tickets)

        print(f"Current page has {len(data.get('tickets', []))} tickets. After exclusions: {len(new_tickets)} tickets.")
        print(f"Next page: {data.get('next_page')}")

        # If there's a next page URL provided, use it. Else, break out of the loop.
        if data.get("next_page"):
            params = {}  # Clear the existing parameters
            current_endpoint = data["next_page"].split(BASE_URL)[1]
        else:
            break

    print(f"Total pages processed: {page_count}")
    return tickets

def get_ticket_comments(ticket_id):
    COMMENT_ENDPOINT = f"/tickets/{ticket_id}/comments.json"
    response = requests.get(BASE_URL + COMMENT_ENDPOINT, auth=AUTH)
    response.raise_for_status()
    return response.json().get('comments', [])

def get_user_details(user_id):
    USER_ENDPOINT = f"/users/{user_id}.json"
    response = requests.get(BASE_URL + USER_ENDPOINT, auth=AUTH)
    response.raise_for_status()
    return response.json().get('user', {})

def get_ticket_field_definitions():
    TICKET_FIELDS_ENDPOINT = "/ticket_fields.json"
    response = requests.get(BASE_URL + TICKET_FIELDS_ENDPOINT, auth=AUTH)
    response.raise_for_status()
    return {field['id']: field['title'] for field in response.json().get('ticket_fields', [])}

def get_brand_details(brand_id):
    """Fetch the brand name using the brand ID."""
    BRAND_ENDPOINT = f"/brands/{brand_id}.json"
    response = requests.get(BASE_URL + BRAND_ENDPOINT, auth=AUTH)
    response.raise_for_status()
    return response.json().get('brand', {}).get('name', '')

def get_ticket_metrics(ticket_id):
    """Fetch the ticket metrics using the ticket ID."""
    METRICS_ENDPOINT = f"/tickets/{ticket_id}/metrics.json"
    response = requests.get(BASE_URL + METRICS_ENDPOINT, auth=AUTH)
    response.raise_for_status()
    return response.json().get('ticket_metric', {})

def transform_tickets(tickets, ticket_field_definitions):
    print("Starting data transformation...")
    transformed_data = []

    for ticket in tickets:
        requester_details = get_user_details(ticket["requester_id"])
        assignee_details = get_user_details(ticket["assignee_id"]) if ticket["assignee_id"] else {}
        brand_name = get_brand_details(ticket.get("brand_id")) if ticket.get("brand_id") else None
        ticket_metrics = get_ticket_metrics(ticket["id"])

        # Filter out custom fields with null values

        custom_fields_data = {
            ticket_field_definitions.get(field['id'], str(field['id'])): field['value']
            for field in ticket.get('custom_fields', []) if field['value'] is not None
        }

        item = {
            "ID": ticket["id"],
            "Assignee ID": ticket["assignee_id"],
            "Assignee Email": assignee_details.get("email", ""),
            "Brand ID": ticket.get("brand_id", ""),
            "Brand Name": brand_name,  # Include the brand name
            "Recipient": ticket["recipient"],
            "URL": ticket["url"],
            "Conversation Item Timestamp": ticket["created_at"],
            "Conversation Item Title": ticket["subject"],
            "Conversation Item Body": {
                "Tags": ",".join(ticket["tags"]),
                "HTML Body": ticket.get("description", "")
            },
            "Conversation Item Source": "Zendesk",
            "Customer Email": requester_details.get("email", ""),
            "Customer Name": requester_details.get("name", ""),
            "Customer Phone": requester_details.get("phone", ""),
            "Solved At": ticket_metrics.get("solved_at", None),  
            "Custom Fields": custom_fields_data
        }
        comments = get_ticket_comments(ticket["id"])
        item["Comments"] = [comment['body'] for comment in comments]
        transformed_data.append(item)
    print(f"Data transformation complete for {len(transformed_data)} items.")
    return transformed_data

def save_data(data, year, month):
    path = f"C:/users//downloads/zendesk_data_{year}_{month}.json"
    print(f"Saving data to {path}...")
    with open(path, 'w') as outfile:
        json.dump(data, outfile, indent=4)
    print("Data saving complete.")

def main():
    try:
        year = 2023
        month = 9
        print(f"Fetching tickets for {month}/{year}...")
        tickets = get_tickets_for_month(year, month)

        print(f"Found {len(tickets)} tickets for {month}/{year}.")

        ticket_field_definitions = get_ticket_field_definitions(
        data = transform_tickets(tickets, ticket_field_definitions)
        save_data(data, year, month)

    except Exception as e:
        print(f"An error occurred: {e}")
        if 'data' in locals():
            print(f"Saving the data that was successfully fetched and transformed for {month}/{year}...")
            save_data(data, year, month)

if __name__ == "__main__":
    main()