import { z } from 'zod';
import { EnhancedBaseTool } from './enhanced-base.js';
import { FreshdeskClient } from '../api/client.js';
import { Permission, AccessLevel } from '../auth/permissions.js';
const TicketsManageSchema = z.object({
action: z.enum(['create', 'update', 'list', 'get', 'delete', 'search']).describe('Action to perform on tickets'),
params: z.object({
// Create ticket params
subject: z.string().describe('Subject of the ticket').optional(),
description: z.string().describe('HTML content of the ticket').optional(),
email: z.string().email().describe('Email address of the requester').optional(),
priority: z.number().min(1).max(4).describe('Priority: 1=Low, 2=Medium, 3=High, 4=Urgent').optional(),
status: z.number().min(2).max(7).describe('Status: 2=Open, 3=Pending, 4=Resolved, 5=Closed, 6=Waiting on Customer, 7=Waiting on Third Party').optional(),
source: z.number().min(1).max(10).describe('Source: 1=Email, 2=Portal, 3=Phone, 7=Chat, 8=Mobihelp, 9=Feedback Widget, 10=Outbound Email').optional(),
tags: z.array(z.string()).describe('Tags for the ticket').optional(),
cc_emails: z.array(z.string().email()).describe('Email addresses to CC').optional(),
custom_fields: z.record(z.any()).describe('Custom fields as key-value pairs').optional(),
group_id: z.number().describe('Group ID to assign the ticket').optional(),
responder_id: z.number().describe('Agent ID to assign the ticket').optional(),
type: z.string().describe('Ticket type').optional(),
product_id: z.number().describe('Product ID associated with the ticket').optional(),
// Update/get/delete specific
ticket_id: z.number().describe('ID of the ticket').optional(),
// List specific
page: z.number().min(1).describe('Page number (default: 1)').optional(),
per_page: z.number().min(1).max(100).describe('Items per page (default: 30, max: 100)').optional(),
filter: z.string().describe('Predefined filter like "new_and_my_open", "watching", "spam", "deleted"').optional(),
requester_id: z.number().describe('Filter by requester ID').optional(),
company_id: z.number().describe('Filter by company ID').optional(),
updated_since: z.string().describe('ISO 8601 datetime to filter tickets updated after this time').optional(),
include: z.array(z.string()).describe('Include related data: "description", "requester", "stats", "company", "conversations"').optional(),
// Search specific
query: z.string().describe('Search query string (e.g., "status:2 priority:1")').optional(),
}).describe('Parameters for the action'),
});
export class TicketsEnhancedTool extends EnhancedBaseTool {
constructor(client: FreshdeskClient) {
super(
'tickets_manage',
'Manage Freshdesk tickets - create, update, list, get, delete, and search tickets',
TicketsManageSchema,
{
requiredPermissions: [Permission.TICKETS_READ],
minimumAccessLevel: AccessLevel.READ,
description: 'Basic ticket management capabilities',
},
client
);
}
async execute(args: any): Promise<any> {
try {
const { action, params } = args;
// Check additional permissions for write operations
if (['create', 'update', 'delete'].includes(action)) {
// This would normally check against actual user permissions
// For now, we'll proceed with the operation
}
switch (action) {
case 'create':
return await this.createTicket(params);
case 'update':
return await this.updateTicket(params);
case 'list':
return await this.listTickets(params);
case 'get':
return await this.getTicket(params);
case 'delete':
return await this.deleteTicket(params);
case 'search':
return await this.searchTickets(params);
default:
throw new Error(`Unknown action: ${action}`);
}
} catch (error) {
return this.handleError(error);
}
}
private async createTicket(params: any): Promise<string> {
const ticketData = {
subject: params.subject,
description: params.description,
email: params.email,
priority: params.priority,
status: params.status,
source: params.source,
tags: params.tags,
cc_emails: params.cc_emails,
custom_fields: params.custom_fields,
group_id: params.group_id,
responder_id: params.responder_id,
type: params.type,
product_id: params.product_id,
};
const response = await this.client.tickets.create(ticketData);
return this.formatResponse({
message: 'Ticket created successfully',
ticket: response,
});
}
private async updateTicket(params: any): Promise<string> {
const { ticket_id, ...updateData } = params;
if (!ticket_id) {
throw new Error('ticket_id is required for update action');
}
const response = await this.client.tickets.update(ticket_id, updateData);
return this.formatResponse({
message: 'Ticket updated successfully',
ticket: response,
});
}
private async listTickets(params: any): Promise<string> {
const options = {
page: params.page,
per_page: params.per_page,
filter: params.filter,
requester_id: params.requester_id,
responder_id: params.responder_id,
company_id: params.company_id,
updated_since: params.updated_since,
include: params.include?.join(','),
};
const response = await this.client.tickets.list(options);
return this.formatResponse({
message: `Found ${response.length} tickets`,
tickets: response,
});
}
private async getTicket(params: any): Promise<string> {
const { ticket_id, include } = params;
if (!ticket_id) {
throw new Error('ticket_id is required for get action');
}
const options = include ? { include: include.join(',') } : undefined;
const response = await this.client.tickets.get(ticket_id, options);
return this.formatResponse({
message: 'Ticket retrieved successfully',
ticket: response,
});
}
private async deleteTicket(params: any): Promise<string> {
const { ticket_id } = params;
if (!ticket_id) {
throw new Error('ticket_id is required for delete action');
}
await this.client.tickets.delete(ticket_id);
return this.formatResponse({
message: 'Ticket deleted successfully',
ticket_id,
});
}
private async searchTickets(params: any): Promise<string> {
const { query, page, per_page } = params;
if (!query) {
throw new Error('query is required for search action');
}
const options = {
page,
per_page,
};
const response = await this.client.tickets.search(query, options);
return this.formatResponse({
message: `Found ${response.results?.length || 0} tickets matching query`,
search_results: response,
});
}
}
