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fix: Zendesk sync reliability -- parse-report regex and auto-solve required fields #46

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Merged
mbradley merged 5 commits into from
Apr 7, 2026
Merged

fix: Zendesk sync reliability -- parse-report regex and auto-solve required fields #46

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6e5c7e9
fix: tolerate markdown and alternate field names in Zendesk parse-rep…
mbradley Mar 30, 2026
2a71632
fix: set required fields when auto-solving Zendesk tickets
mbradley Mar 30, 2026
2be8eac
fix: prevent violation regex cross-line greediness, correct comment
mbradley Apr 7, 2026
0fb30c9
fix: move Zendesk field IDs to env vars, add parse-report and solve t…
mbradley Apr 7, 2026
8476433
test: cover zendesk solved-ticket payload
NotThatKindOfDrLiz Apr 7, 2026
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20 changes: 16 additions & 4 deletions worker/src/index.ts
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Original file line number Diff line number Diff line change
Expand Up @@ -1665,7 +1665,7 @@ async function addZendeskInternalNote(
const auth = btoa(`${env.ZENDESK_EMAIL}/token:${env.ZENDESK_API_TOKEN}`);
const url = `https://${env.ZENDESK_SUBDOMAIN}.zendesk.com/api/v2/tickets/${ticketId}`;

const payload: { ticket: { comment: { body: string; public: boolean }; status?: string } } = {
const payload: { ticket: { comment: { body: string; public: boolean }; status?: string; assignee_email?: string; custom_fields?: Array<{ id: number; value: string }> } } = {
ticket: {
comment: {
body: note,
Expand All @@ -1676,6 +1676,17 @@ async function addZendeskInternalNote(

if (solve) {
payload.ticket.status = 'solved';
// Zendesk requires an assignee to solve a ticket (system rule, not enforced via API error).
// Without this, the comment is added but the status change is silently ignored.
payload.ticket.assignee_email = env.ZENDESK_EMAIL;
// Category and Issue are required fields. These values are set unconditionally. Safe
// because auto-categorize triggers fire at ticket creation, and this solve call runs
// later only for report types where triggers didn't set specific values (e.g., "other"
// reports with the previously misconfigured trigger).
payload.ticket.custom_fields = [
{ id: 14559549220879, value: 'trust___safety' }, // Category
{ id: 14560383908879, value: 'other_content_report' }, // Issue
];
}

const response = await fetch(url, {
Expand Down Expand Up @@ -2238,9 +2249,10 @@ async function handleParseReport(
}

// Parse description with regex
const eventMatch = description.match(/Event ID:\s*([a-f0-9]{64})/i);
const pubkeyMatch = description.match(/Author Pubkey:\s*([a-f0-9]{64})/i);
const violationMatch = description.match(/Violation Type:\s*(\w+)/i);
// Tolerates markdown bold (**Event ID:**) and alternate field names (Reported Pubkey vs Author Pubkey)
const eventMatch = description.match(/\*{0,2}Event ID:?\*{0,2}\s*([a-f0-9]{64})/i);
const pubkeyMatch = description.match(/\*{0,2}(?:Author|Reported) Pubkey:?\*{0,2}\s*([a-f0-9]{64})/i);
const violationMatch = description.match(/\*{0,2}(?:Violation Type|Reason):?\*{0,2}\s*(\w[^\n]*\w|\w)/i);

const event_id = eventMatch?.[1] || null;
const author_pubkey = pubkeyMatch?.[1] || null;
Expand Down
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