Merge pull request #3138 from alphagov/get-zendesk-tickets

Rough little script to get Zendesk tickets for support analysis.
2026-05-30 11:00:14 -04:00 · 2019-11-27 10:29:30 +00:00
parent da37ae4868 b568f74f3d
commit c51f6de1d6
1 changed files with 140 additions and 0 deletions
--- a/get_zendesk_tickets.py
+++ b/get_zendesk_tickets.py
@@ -0,0 +1,140 @@
+"""
+This script can be used to retrieve Zendesk tickets.
+This can be run locally if you set the ZENDESK_API_KEY. Or the script can be run from a flask shell from a ssh session.
+"""
+import os
+import requests
+import urllib.parse
+import csv
+
+# Group: 3rd Line--Notify Support
+NOTIFY_GROUP_ID = 360000036529
+
+# Organization: GDS
+NOTIFY_ORG_ID = 21891972
+
+# the account used to authenticate with. If no requester is provided, the ticket will come from this account.
+NOTIFY_ZENDESK_EMAIL = 'zd-api-notify@digital.cabinet-office.gov.uk'
+ZENDESK_API_KEY = os.environ.get('ZENDESK_API_KEY')
+
+
+def get_tickets():
+    ZENDESK_TICKET_URL = 'https://govuk.zendesk.com/api/v2/search.json?query={}'
+    query_params = 'type:ticket group:{}'.format(NOTIFY_GROUP_ID)
+    query_params = urllib.parse.quote(query_params)
+
+    next_page = ZENDESK_TICKET_URL.format(query_params)
+
+    with open("zendesk_ticket_data.csv", 'w') as csvfile:
+        fieldnames = [
+            'Service id',
+            'Ticket id',
+            'Subject line',
+            'Date ticket created',
+            'Tags',
+        ]
+        writer = csv.DictWriter(csvfile, fieldnames=fieldnames)
+        writer.writeheader()
+        while next_page:
+            print(next_page)
+            response = requests.get(
+                next_page,
+                headers={'Content-type': 'application/json'},
+                auth=(
+                    '{}/token'.format(NOTIFY_ZENDESK_EMAIL),
+                    ZENDESK_API_KEY
+                )
+            )
+            data = response.json()
+            print(data)
+            for row in data["results"]:
+                service_url = [x for x in row["description"].split('\n')
+                               if x.startswith("https://www.notifications.service.gov.uk/services/")]
+                service_url = service_url[0][50:] if len(service_url) > 0 else None
+                if service_url:
+                    writer.writerow({'Service id': service_url,
+                                     'Ticket id': row['id'],
+                                     'Subject line': row['subject'],
+                                     'Date ticket created': row["created_at"],
+                                     'Tags': row.get('tags', '')
+                                     })
+            next_page = data["next_page"]
+
+
+def get_tickets_without_service_id():
+    ZENDESK_TICKET_URL = 'https://govuk.zendesk.com/api/v2/search.json?query={}'
+    query_params = 'type:ticket group:{}'.format(NOTIFY_GROUP_ID)
+    query_params = urllib.parse.quote(query_params)
+
+    next_page = ZENDESK_TICKET_URL.format(query_params)
+    with open("zendesk_ticket_data_without_service.csv", 'w') as csvfile:
+        fieldnames = [
+            'Ticket id',
+            'Subject line',
+            'Date ticket created',
+            'Tags',
+        ]
+        writer = csv.DictWriter(csvfile, fieldnames=fieldnames)
+        writer.writeheader()
+        while next_page:
+            print(next_page)
+            response = requests.get(
+                next_page,
+                headers={'Content-type': 'application/json'},
+                auth=(
+                    '{}/token'.format(NOTIFY_ZENDESK_EMAIL),
+                    ZENDESK_API_KEY
+                )
+            )
+            data = response.json()
+            print(data)
+            for row in data["results"]:
+                service_url = [x for x in row["description"].split('\n')
+                               if x.startswith("https://www.notifications.service.gov.uk/services/")]
+                service_url = service_url[0][50:] if len(service_url) > 0 else None
+                if not service_url:
+                    writer.writerow({'Ticket id': row['id'],
+                                     'Subject line': row['subject'],
+                                     'Date ticket created': row["created_at"],
+                                     'Tags': row.get('tags', '')
+                                     })
+            next_page = data["next_page"]
+
+
+def get_tickets_with_description():
+    ZENDESK_TICKET_URL = 'https://govuk.zendesk.com/api/v2/search.json?query={}'
+    query_params = 'type:ticket group:{}, created>2019-07-01'.format(NOTIFY_GROUP_ID)
+    query_params = urllib.parse.quote(query_params)
+
+    next_page = ZENDESK_TICKET_URL.format(query_params)
+    with open("zendesk_ticket.csv", 'w') as csvfile:
+        fieldnames = [
+            'Ticket id',
+            'Subject line',
+            'Description',
+            'Date ticket created',
+            'Tags',
+        ]
+        writer = csv.DictWriter(csvfile, fieldnames=fieldnames)
+        writer.writeheader()
+        while next_page:
+            print(next_page)
+            response = requests.get(
+                next_page,
+                headers={'Content-type': 'application/json'},
+                auth=(
+                    '{}/token'.format(NOTIFY_ZENDESK_EMAIL),
+                    ZENDESK_API_KEY
+                )
+            )
+            data = response.json()
+            print(data)
+            for row in data["results"]:
+                writer.writerow({'Ticket id': row['id'],
+                                 'Subject line': row['subject'],
+                                 'Description': row['description'],
+                                 'Date ticket created': row["created_at"],
+                                 'Tags': row.get('tags', '')
+                                 })
+            next_page = data["next_page"]
+