demarches-normaliennes/app/lib/helpscout/api.rb
Pierre de La Morinerie 503c393a87 helpscout: use replies_sent to compute contact rate
The `conversations_count` we previously used counts replies, but also
all conversations that were tagged or re-tagged during the month – with
made counting the actual work spent on user support brittle.

Counting the replies is a better estimation of what we get.

Unfortunately this also removes the filtering-by-tag feature. To
mitigate this, the reports are now scoped to a specific mailbox. This
allows to create extra mailboxes for conversations that should't be
counted in the stats.
2019-09-11 17:26:10 +02:00

165 lines
3.9 KiB
Ruby

class Helpscout::API
MAILBOXES = 'mailboxes'
CONVERSATIONS = 'conversations'
TAGS = 'tags'
FIELDS = 'fields'
CUSTOMERS = 'customers'
PHONES = 'phones'
OAUTH2_TOKEN = 'oauth2/token'
def ready?
required_secrets = [
Rails.application.secrets.helpscout[:mailbox_id],
Rails.application.secrets.helpscout[:client_id],
Rails.application.secrets.helpscout[:client_secret]
]
required_secrets.all?(&:present?)
end
def add_tags(conversation_id, tags)
call_api(:put, "#{CONVERSATIONS}/#{conversation_id}/#{TAGS}", {
tags: tags
})
end
def create_conversation(email, subject, text, file)
body = {
subject: subject,
customer: customer(email),
mailboxId: user_support_mailbox_id,
type: 'email',
status: 'active',
threads: [
{
type: 'customer',
customer: customer(email),
text: text,
attachments: attachments(file)
}
]
}.compact
call_api(:post, CONVERSATIONS, body)
end
def add_phone_number(email, phone)
query = URI.encode("(email:#{email})")
response = call_api(:get, "#{CUSTOMERS}?mailbox=#{user_support_mailbox_id}&query=#{query}")
if response.success?
body = parse_response_body(response)
if body[:page][:totalElements] > 0
customer_id = body[:_embedded][:customers].first[:id]
call_api(:post, "#{CUSTOMERS}/#{customer_id}/#{PHONES}", {
type: "work",
value: phone
})
end
end
end
def productivity_report(year, month)
Rails.logger.info("[HelpScout API] Retrieving productivity report for #{month}-#{year}")
params = {
mailboxes: [user_support_mailbox_id].join(','),
start: Time.utc(year, month).iso8601,
end: Time.utc(year, month).next_month.iso8601
}
response = call_api(:get, 'reports/productivity?' + params.to_query)
if !response.success?
raise StandardError, "Error while fetching productivity report: #{response.response_code} '#{response.body}'"
end
parse_response_body(response)
end
private
def attachments(file)
if file.present?
[
{
fileName: file.original_filename,
mimeType: file.content_type,
data: Base64.strict_encode64(file.read)
}
]
else
[]
end
end
def customer(email)
{
email: email
}
end
def custom_fields
@custom_fields ||= get_custom_fields.reduce({}) do |fields, field|
fields[field[:name].to_sym] = field[:id]
fields
end
end
def get_custom_fields
parse_response_body(fetch_custom_fields)[:_embedded][:fields]
end
def fetch_custom_fields
call_api(:get, "#{MAILBOXES}/#{user_support_mailbox_id}/#{FIELDS}")
end
def call_api(method, path, body = nil)
url = "#{HELPSCOUT_API_URL}/#{path}"
case method
when :get
Typhoeus.get(url, {
headers: headers
})
when :post
Typhoeus.post(url, {
body: body.to_json,
headers: headers
})
when :put
Typhoeus.put(url, {
body: body.to_json,
headers: headers
})
end
end
def parse_response_body(response)
JSON.parse(response.body, symbolize_names: true)
end
def user_support_mailbox_id
Rails.application.secrets.helpscout[:mailbox_id]
end
def headers
{
'Authorization': "Bearer #{access_token}",
'Content-Type': 'application/json; charset=UTF-8'
}
end
def access_token
@access_token ||= get_access_token
end
def get_access_token
parse_response_body(fetch_access_token)[:access_token]
end
def fetch_access_token
Typhoeus.post("#{HELPSCOUT_API_URL}/#{OAUTH2_TOKEN}", body: {
grant_type: 'client_credentials',
client_id: Rails.application.secrets.helpscout[:client_id],
client_secret: Rails.application.secrets.helpscout[:client_secret]
})
end
end