Customer Support — Zendesk Triage + Vision

from pathlib import Path

def _find_notebooks_dir() -> Path:
    cwd = Path.cwd().resolve()
    if cwd.name == 'notebooks':
        return cwd
    candidate = cwd / 'notebooks'
    return candidate if candidate.is_dir() else cwd
WORKSPACE = _find_notebooks_dir() / '_support_workspace'
WORKSPACE.mkdir(parents=True, exist_ok=True)
print('workspace:', WORKSPACE)

# from shipit_agent.llms import build_llm_from_settings
# llm = build_llm_from_settings({'provider': 'bedrock',
#     'model': 'bedrock/anthropic.claude-sonnet-4-5-v2:0'}, provider='bedrock')
# llm = build_llm_from_settings({'provider': 'litellm',
#     'model': 'openai/gpt-4o'}, provider='litellm')
# from shipit_agent.llms import LiteLLMProxyChatLLM
# llm = LiteLLMProxyChatLLM(model='gpt-4o',
#     api_base='https://litellm.internal', api_key='sk-proxy')

from shipit_agent.llms import SimpleEchoLLM
llm = SimpleEchoLLM()
print('llm:', type(llm).__name__)

from shipit_agent.integrations import CredentialRecord, InMemoryCredentialStore
from shipit_agent.tools.zendesk import ZendeskTool

store = InMemoryCredentialStore()
store.set(CredentialRecord(
    key='zendesk', provider='zendesk',
    secrets={'token': 'zd-demo', 'email': '[email]'},
    metadata={'base_url': 'https://acme.zendesk.com',
              'auth_scheme': 'Basic'},
))
zd = ZendeskTool(credential_store=store)

_TICKETS = [
    {'id': 9001, 'subject': 'Card declined on Pro upgrade', 'status': 'open',
     'priority': 'high', 'tags': ['billing', 'card'],
     'requester_id': 501, 'screenshot_url': 'https://example.com/zd/ticket-9001.png'},
    {'id': 9002, 'subject': 'Dashboard shows 502 after login', 'status': 'open',
     'priority': 'urgent', 'tags': ['outage', 'frontend'],
     'requester_id': 502},
    {'id': 9003, 'subject': 'Invoice PDF export missing VAT line', 'status': 'open',
     'priority': 'normal', 'tags': ['billing', 'invoice', 'export'],
     'requester_id': 503},
    {'id': 9004, 'subject': 'Slack integration disconnects every hour', 'status': 'open',
     'priority': 'high', 'tags': ['integrations', 'slack'],
     'requester_id': 504},
]

def _fake_zd(*, record, method, path, query=None, body=None):
    if path == '/api/v2/search.json':
        return {'results': _TICKETS, 'count': len(_TICKETS)}
    if path.startswith('/api/v2/tickets/'):
        tid = int(path.rsplit('/', 1)[-1].split('.')[0])
        for t in _TICKETS:
            if t['id'] == tid:
                return {'ticket': t}
    return {}

zd._request_json = _fake_zd
print('zendesk stub installed')

from shipit_agent.tools.base import ToolContext

ctx = ToolContext(prompt='support triage', state={'credential_store': store})

tickets_out = zd.run(ctx, action='search_tickets',
                       query='status:open priority>=high')
print(tickets_out.text)
tickets = tickets_out.metadata.get('items') or []

from collections import Counter

def categorize(tags):
    for t in tags:
        if t in ('billing', 'invoice'):
            return 'Billing'
        if t in ('outage', 'frontend', 'backend'):
            return 'Reliability'
        if t in ('integrations', 'slack', 'webhook'):
            return 'Integrations'
    return 'Other'

counts = Counter(categorize(t.get('tags', [])) for t in tickets)
for cat, n in counts.most_common():
    print(f'{cat:<14} {n}')

from shipit_agent.tools.vision import VisionTool

vision = VisionTool(llm=llm)
target = next(t for t in tickets if t.get('screenshot_url'))
v = vision.run(ctx, image=target['screenshot_url'],
                prompt='Extract the exact error message shown on the screen.')
print(f"ticket #{target['id']}")
print(f"vision text: {v.text[:240]}")

from shipit_agent.tools.dashboard_render import DashboardRenderTool

dash = DashboardRenderTool(workspace_root=WORKSPACE)

metric_items = [
    {'label': 'Open tickets', 'value': str(len(tickets))},
    {'label': 'Urgent', 'value': str(sum(1 for t in tickets if t.get('priority') == 'urgent'))},
    {'label': 'High', 'value': str(sum(1 for t in tickets if t.get('priority') == 'high'))},
]

palette = ['#d85a30', '#185fa5', '#534ab7', '#888888']
bars = [
    {'label': cat, 'pct': int(round(n / max(1, len(tickets)) * 100)),
     'color': palette[i % len(palette)]}
    for i, (cat, n) in enumerate(counts.most_common())
]

timeline = [
    {'period': f'#{t["id"]}', 'head': t['subject'],
     'desc': f"priority={t['priority']} tags={','.join(t['tags'])}",
     'dot_color': '#d85a30' if t['priority'] == 'urgent' else '#185fa5',
     'tags': [{'text': t['priority'], 'color': 'red' if t['priority']=='urgent' else 'blue'}]}
    for t in tickets
]

result = dash.run(
    ToolContext(prompt='support triage',
                 state={'artifact_workspace_root': str(WORKSPACE)}),
    title='Support Triage — 2026-04-24',
    subtitle='Open tickets, priority>=high',
    lang='en',
    sections=[
        {'type': 'metrics', 'title': 'Queue', 'columns': 3, 'items': metric_items},
        {'type': 'bars', 'title': 'By category', 'items': bars},
        {'type': 'timeline', 'title': 'Open ticket queue', 'items': timeline},
        {'type': 'verdict', 'title': 'Triage verdict',
         'text': ('**Reliability is the breakout category.** One urgent 502 '
                  'needs an on-call page; billing churn is steady.')},
    ],
    export=True,
)
print(result.text)
print('artifact path:', result.metadata.get('path'))