Zendesk Queue

Preferred Method: Personal Queue

Always use search_zendesk_tickets_by_advisor with advisor_email: [email protected] when checking Brendan's PQ. This avoids browser login issues and is faster.

Zendesk View IDs

How It Works

The Zendesk Views API is accessed via chrome_evaluate_script running fetch calls inside a page already authenticated with Zendesk. This piggybacks on the browser's session cookies (credentials: 'include').

Key API Endpoints

• GET /api/v2/views/{id}/tickets.json - List tickets in a view
• GET /api/v2/views/{id}/count.json - Get ticket count for a view
• GET /api/v2/tickets/{id}.json - Get ticket details
• GET /api/v2/tickets/{id}/comments.json?sort_order=desc&per_page=3 - Get recent comments

Step 1: Verify Zendesk Session

Before querying, confirm Pi's browser is on a Zendesk page:

chrome_list_pages → look for a page on shopify.zendesk.com

If no Zendesk page exists, navigate to one:

chrome_navigate_page → https://shopify.zendesk.com/agent/

If the page redirects to Google sign-in, ask the user to log in via the visible browser window.

Step 2: Query Views

Use chrome_evaluate_script to fetch tickets from each view. Example for both views at once:

async function() {
  const views = {
    'Theme Support | Unassigned': 4469570815501,
    'My Unresolved Tickets': 32208473,
    'Theme Support PQ Unresolved': 11227426874381
  };
  const results = {};

  for (const [name, viewId] of Object.entries(views)) {
    const resp = await fetch(`/api/v2/views/${viewId}/tickets.json`, { credentials: 'include' });
    const data = await resp.json();
    results[name] = {
      count: data.tickets?.length || 0,
      tickets: data.tickets?.map(t => ({
        id: t.id,
        subject: t.subject,
        status: t.status,
        created_at: t.created_at,
        updated_at: t.updated_at,
        requester_id: t.requester_id,
        tags: t.tags
      }))
    };
  }
  return results;
}

Step 3: Enrich Ticket Details (Optional)

For each ticket, fetch the latest comments to get context on what the merchant needs:

async function(ticketId) {
  const [ticketResp, commResp] = await Promise.all([
    fetch(`/api/v2/tickets/${ticketId}.json`, { credentials: 'include' }),
    fetch(`/api/v2/tickets/${ticketId}/comments.json?sort_order=desc&per_page=3`, { credentials: 'include' })
  ]);
  const ticket = (await ticketResp.json()).ticket;
  const comments = (await commResp.json()).comments;
  const lastPublic = comments?.find(c => c.public);

  return {
    id: ticket.id,
    subject: ticket.subject,
    status: ticket.status,
    created: ticket.created_at,
    updated: ticket.updated_at,
    priority: ticket.priority,
    description: lastPublic?.plain_body?.substring(0, 300),
    tags: ticket.tags
  };
}

Output Format

Present results as a clear summary table:

Theme Support | Unassigned (X tickets)

My Unresolved Tickets (X tickets)

Notes

• The Zendesk API is rate-limited. If you get a 429 response, wait 60 seconds before retrying.
• View ticket lists are paginated. Check next_page in the response for additional pages.
• The credentials: 'include' option is required to use the browser's session cookies.
• This approach only works while the Pi browser has an active Zendesk session.
• If the session expires, the user will need to log in again via the visible browser window.

Future Extensibility

• Add more views by adding their IDs to the view table above
• Build ticket assignment workflows on top of this
• Add queue monitoring/alerting
• Combine with /skill:start-ticket to pick up tickets directly from the queue