From 0b67ba7c37a593f8afe3b088e10e7e3ab5dbb5c7 Mon Sep 17 00:00:00 2001
From: Joel Hermanns <joel.hermanns@gmail.com>
Date: Fri, 2 Feb 2024 11:57:59 +0100
Subject: [PATCH] Add ticket metrics support

---
 zendesk/ticket_metrics.go | 128 ++++++++++++++++++++++++++++++++++++++
 1 file changed, 128 insertions(+)
 create mode 100644 zendesk/ticket_metrics.go

diff --git a/zendesk/ticket_metrics.go b/zendesk/ticket_metrics.go
new file mode 100644
index 00000000..abc8f1e3
--- /dev/null
+++ b/zendesk/ticket_metrics.go
@@ -0,0 +1,128 @@
+package zendesk
+
+import (
+	"context"
+	"encoding/json"
+	"fmt"
+	"time"
+)
+
+// TimeDuration represents a time in business or calendar days
+type TimeDuration struct {
+	Business int `json:"business"`
+	Calendar int `json:"calendar"`
+}
+
+type TicketMetric struct {
+	AgentWaitTimeInMinutes       TimeDuration `json:"agent_wait_time_in_minutes"`
+	AssignedAt                   time.Time    `json:"assigned_at"`
+	AssigneeStations             int          `json:"assignee_stations"`
+	AssigneeUpdatedAt            time.Time    `json:"assignee_updated_at"`
+	CreatedAt                    time.Time    `json:"created_at"`
+	CustomStatusUpdatedAt        time.Time    `json:"custom_status_updated_at"`
+	FirstResolutionTimeInMinutes TimeDuration `json:"first_resolution_time_in_minutes"`
+	FullResolutionTimeInMinutes  TimeDuration `json:"full_resolution_time_in_minutes"`
+	GroupStations                int          `json:"group_stations"`
+	ID                           int          `json:"id"`
+	InitiallyAssignedAt          time.Time    `json:"initially_assigned_at"`
+	LatestCommentAddedAt         time.Time    `json:"latest_comment_added_at"`
+	OnHoldTimeInMinutes          TimeDuration `json:"on_hold_time_in_minutes"`
+	Reopens                      int          `json:"reopens"`
+	Replies                      int          `json:"replies"`
+	ReplyTimeInMinutes           TimeDuration `json:"reply_time_in_minutes"`
+	ReplyTimeInSeconds           struct {
+		Calendar int `json:"calendar"`
+	} `json:"reply_time_in_seconds"`
+	RequesterUpdatedAt         time.Time    `json:"requester_updated_at"`
+	RequesterWaitTimeInMinutes TimeDuration `json:"requester_wait_time_in_minutes"`
+	SolvedAt                   time.Time    `json:"solved_at"`
+	StatusUpdatedAt            time.Time    `json:"status_updated_at"`
+	TicketID                   int          `json:"ticket_id"`
+	UpdatedAt                  time.Time    `json:"updated_at"`
+}
+
+type TicketMetricListOptions struct {
+	PageOptions
+
+	SortBy string `url:"sort_by,omitempty"`
+
+	SortOrder string `url:"sort_order,omitempty"`
+}
+
+// TicketMetricsAPI is an interface containing all methods for the ticket
+// metrics API
+type TicketMetricsAPI interface {
+	GetTicketMetrics(ctx context.Context, opts ...TicketMetricListOptions) ([]TicketMetric, Page, error)
+	GetTicketMetric(ctx context.Context, ticketMetricsID int64) (TicketMetric, error)
+	GetTicketMetricByTicket(ctx context.Context, ticketID int64) (TicketMetric, error)
+}
+
+// GetTicketMetrics get ticket metrics list with offset based pagination
+//
+// ref: https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_metrics/#list-ticket-metrics
+func (z *Client) GetTicketMetrics(ctx context.Context, opts *TicketMetricListOptions) ([]TicketMetric, Page, error) {
+	var data struct {
+		TicketMetrics []TicketMetric `json:"ticket_metrics"`
+		Page
+	}
+
+	tmp := opts
+	if tmp == nil {
+		tmp = &TicketMetricListOptions{}
+	}
+
+	u, err := addOptions("/ticket_metrics.json", tmp)
+	if err != nil {
+		return nil, Page{}, err
+	}
+
+	body, err := z.get(ctx, u)
+	if err != nil {
+		return nil, Page{}, err
+	}
+
+	err = json.Unmarshal(body, &data)
+	if err != nil {
+		return nil, Page{}, err
+	}
+	return data.TicketMetrics, data.Page, nil
+
+}
+
+// ref: https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_metrics/#show-ticket-metrics
+func (z *Client) GetTicketMetric(ctx context.Context, ticketMetricsID int64) (TicketMetric, error) {
+	var result struct {
+		TicketMetric TicketMetric `json:"ticket_metric"`
+	}
+
+	body, err := z.get(ctx, fmt.Sprintf("/ticket_metrics/%d.json", ticketMetricsID))
+	if err != nil {
+		return TicketMetric{}, err
+	}
+
+	err = json.Unmarshal(body, &result)
+	if err != nil {
+		return TicketMetric{}, err
+	}
+
+	return result.TicketMetric, err
+}
+
+// ref: https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_metrics/#show-ticket-metrics
+func (z *Client) GetTicketMetricByTicket(ctx context.Context, ticketID int64) (TicketMetric, error) {
+	var result struct {
+		TicketMetric TicketMetric `json:"ticket_metric"`
+	}
+
+	body, err := z.get(ctx, fmt.Sprintf("/tickets/%d/metrics.json", ticketID))
+	if err != nil {
+		return TicketMetric{}, err
+	}
+
+	err = json.Unmarshal(body, &result)
+	if err != nil {
+		return TicketMetric{}, err
+	}
+
+	return result.TicketMetric, err
+}