Stronger email guarantees for Zendesk AI workflows

import httpx

ZENDESK_SUBDOMAIN = "acme"
ZENDESK_TOKEN = "your_zendesk_api_token"
ZENDESK_EMAIL = "[email protected]"
MULTIMAIL_TOKEN = "mm_live_your_token_here"
MULTIMAIL_BASE = "https://api.multimail.dev"

def handle_ticket(ticket_id: int) -> dict:
    zd = httpx.Client(
        base_url=f"https://{ZENDESK_SUBDOMAIN}.zendesk.com/api/v2",
        auth=(f"{ZENDESK_EMAIL}/token", ZENDESK_TOKEN),
    )

    ticket = zd.get(f"/tickets/{ticket_id}.json").json()["ticket"]
    requester = zd.get(f"/users/{ticket[&"cm">#039;requester_id']}.json").json()["user"]

    mm = httpx.Client(
        base_url=MULTIMAIL_BASE,
        headers={"Authorization": f"Bearer {MULTIMAIL_TOKEN}"},
    )

    response = mm.post("/send_email", json={
        "from": "[email protected]",
        "to": requester["email"],
        "subject": f"Re: {ticket[&"cm">#039;subject']}",
        "body": (
            f"Hi {requester[&"cm">#039;name'].split()[0]},\n\n"
            "Thank you for reaching out. Our team has reviewed your request "
            "and will follow up within one business day.\n\n"
            "Reference: "cm">#{ticket_id}"
        ),
        "thread_id": f"zd-{ticket_id}",
        "oversight_mode": "gated_send",
        "metadata": {
            "zendesk_ticket_id": ticket_id,
            "zendesk_status": ticket["status"],
        },
    })

    return response.json()

from flask import Flask, request, jsonify
import httpx

app = Flask(__name__)
MULTIMAIL_TOKEN = "mm_live_your_token_here"
ZENDESK_TOKEN = "your_zendesk_api_token"
ZENDESK_EMAIL = "[email protected]"
ZENDESK_SUBDOMAIN = "acme"

@app.post("/webhooks/multimail")
def multimail_webhook():
    event = request.json

    if event.get("type") != "email.pending_approval":
        return jsonify({"ok": True})

    message_id = event["message_id"]
    ticket_id = event.get("metadata", {}).get("zendesk_ticket_id")

    decision = "reject"
    if ticket_id:
        zd = httpx.Client(
            base_url=f"https://{ZENDESK_SUBDOMAIN}.zendesk.com/api/v2",
            auth=(f"{ZENDESK_EMAIL}/token", ZENDESK_TOKEN),
        )
        ticket = zd.get(f"/tickets/{ticket_id}.json").json()["ticket"]
        tags = ticket.get("tags", [])
        if "low-risk" in tags and ticket["priority"] in ("low", "normal"):
            decision = "approve"

    mm = httpx.Client(
        base_url="https://api.multimail.dev",
        headers={"Authorization": f"Bearer {MULTIMAIL_TOKEN}"},
    )
    mm.post("/decide_email", json={
        "message_id": message_id,
        "decision": decision,
    })

    return jsonify({"ok": True})

import { serve } from "@hono/node-server";
import { Hono } from "hono";

const app = new Hono();

const ZENDESK_SUBDOMAIN = process.env.ZENDESK_SUBDOMAIN;
const ZENDESK_EMAIL = process.env.ZENDESK_EMAIL;
const ZENDESK_TOKEN = process.env.ZENDESK_TOKEN;
const MULTIMAIL_TOKEN = process.env.MULTIMAIL_TOKEN;

app.post("/webhooks/inbound", async (c) => {
  const event = await c.req.json();

  if (event.type !== "email.received") {
    return c.json({ ok: true });
  }

  const { from, subject, body_text, thread_id } = event;

  "cm">// thread_id was set as zd-{ticket_id} on the original send
  const ticketId = thread_id?.replace(/^zd-/, "");
  if (!ticketId) {
    return c.json({ ok: true });
  }

  const zdBase = `https:"cm">//${ZENDESK_SUBDOMAIN}.zendesk.com/api/v2`;
  const zdAuth = Buffer.from(`${ZENDESK_EMAIL}/token:${ZENDESK_TOKEN}`).toString("base64");

  await fetch(`${zdBase}/tickets/${ticketId}.json`, {
    method: "PUT",
    headers: {
      Authorization: `Basic ${zdAuth}`,
      "Content-Type": "application/json",
    },
    body: JSON.stringify({
      ticket: {
        comment: {
          body: `Customer replied via email:\n\n${body_text}`,
          public: false,
          author_id: null,
        },
        status: "open",
      },
    }),
  });

  "cm">// Tag the MultiMail message so it's searchable by ticket
  await fetch("https://api.multimail.dev/tag_email", {
    method: "POST",
    headers: {
      Authorization: `Bearer ${MULTIMAIL_TOKEN}`,
      "Content-Type": "application/json",
    },
    body: JSON.stringify({
      message_id: event.message_id,
      tags: [`zendesk:${ticketId}`, "customer-reply"],
    }),
  });

  return c.json({ ok: true });
});

serve({ fetch: app.fetch, port: 3000 });

import httpx

MULTIMAIL_TOKEN = "mm_live_your_token_here"

def get_pending_zendesk_replies() -> list[dict]:
    mm = httpx.Client(
        base_url="https://api.multimail.dev",
        headers={"Authorization": f"Bearer {MULTIMAIL_TOKEN}"},
    )

    result = mm.get("/list_pending").json()
    pending = result.get("messages", [])

    "cm"># Filter to messages that originated from Zendesk tickets
    zendesk_pending = [
        msg for msg in pending
        if "zendesk_ticket_id" in msg.get("metadata", {})
    ]

    for msg in zendesk_pending:
        ticket_id = msg["metadata"]["zendesk_ticket_id"]
        print(f"[{msg[&"cm">#039;message_id']}] Ticket #{ticket_id}")
        print(f"  To: {msg[&"cm">#039;to']}")
        print(f"  Subject: {msg[&"cm">#039;subject']}")
        print(f"  Created: {msg[&"cm">#039;created_at']}")
        print()

    return zendesk_pending

if __name__ == "__main__":
    pending = get_pending_zendesk_replies()
    print(f"{len(pending)} Zendesk replies awaiting approval")