Initial commit

Co-authored-by: Cursor <cursoragent@cursor.com>

services/zammad-sync.js

@@ -0,0 +1,99 @@
+/**
+ * Syncs Zammad agent replies to Discord (for Discord tickets) and Gmail (for email tickets).
+ * Polls Zammad ticket articles and pushes new customer-visible Agent replies to the right channel.
+ */
+const { mongoose } = require('../db-connection');
+const { getZammadTicketArticles } = require('./zammad');
+const { sendGmailReply } = require('./gmail');
+const { htmlToTextWithBlocks } = require('../utils');
+
+const Ticket = mongoose.model('Ticket');
+
+function bodyToText(body, contentType) {
+  if (!body) return '';
+  const isHtml = (contentType || '').toLowerCase().includes('html');
+  return isHtml ? htmlToTextWithBlocks(body).trim() : String(body).trim();
+}
+
+/**
+ * Run once: find open tickets with Zammad ID, fetch new agent (customer-visible) articles,
+ * post to Discord or send via Gmail, then update lastSyncedZammadArticleId.
+ * @param {import('discord.js').Client} client - Discord client (for posting to ticket channels)
+ */
+async function syncZammadReplies(client) {
+  if (!client?.channels) return;
+
+  const tickets = await Ticket.find({
+    zammadTicketId: { $exists: true, $ne: null },
+    status: 'open'
+  })
+    .select('gmailThreadId discordThreadId zammadTicketId lastSyncedZammadArticleId senderEmail subject')
+    .lean();
+
+  for (const ticket of tickets) {
+    try {
+      const articles = await getZammadTicketArticles(ticket.zammadTicketId);
+      // Only agent replies that are customer-visible (not internal notes)
+      const agentReplies = articles.filter(
+        (a) => a.sender === 'Agent' && a.internal === false && a.body
+      );
+      if (agentReplies.length === 0) continue;
+
+      const lastSynced = ticket.lastSyncedZammadArticleId || 0;
+      const newReplies = agentReplies.filter((a) => a.id > lastSynced);
+      const maxId = Math.max(lastSynced, ...agentReplies.map((a) => a.id));
+
+      // First run: just advance cursor so we don't resend existing articles
+      if (newReplies.length === 0) {
+        if (maxId > lastSynced) {
+          await Ticket.updateOne(
+            { gmailThreadId: ticket.gmailThreadId },
+            { $set: { lastSyncedZammadArticleId: maxId } }
+          );
+        }
+        continue;
+      }
+
+      const isDiscordTicket = ticket.gmailThreadId.startsWith('discord-');
+
+      for (const article of newReplies) {
+        const text = bodyToText(article.body, article.content_type);
+        if (!text) continue;
+
+        const fromLabel = article.created_by || 'Support';
+
+        if (isDiscordTicket && ticket.discordThreadId) {
+          const channel = await client.channels.fetch(ticket.discordThreadId).catch(() => null);
+          if (channel) {
+            await channel.send(`**${fromLabel}** (via Zammad):\n${text}`).catch((err) => {
+              console.error('Zammad sync: Discord send failed:', err.message);
+            });
+          }
+        } else {
+          // Email ticket: send reply via Gmail
+          try {
+            await sendGmailReply(
+              ticket.gmailThreadId,
+              text,
+              ticket.senderEmail,
+              ticket.subject || 'Support',
+              fromLabel,
+              null
+            );
+          } catch (err) {
+            console.error('Zammad sync: Gmail send failed:', err.message);
+          }
+        }
+      }
+
+      await Ticket.updateOne(
+        { gmailThreadId: ticket.gmailThreadId },
+        { $set: { lastSyncedZammadArticleId: maxId } }
+      );
+    } catch (err) {
+      console.error('Zammad sync error for ticket', ticket.gmailThreadId, err.message);
+    }
+  }
+}
+
+module.exports = { syncZammadReplies };