Add Zendesk Support ticketing integration

[daltoniam]

Summary

• Add a Zendesk Support adapter so agents can search, create, update, and comment on tickets without leaving Switchboard.
• Cover the adjacent support workflow too: users, organizations, groups, views, macros, Help Center articles, tags, and CSAT ratings.

Test plan

• Adapter unit tests (go test ./integrations/zendesk/)
• Config defaults and env mapping tests
• make ci (build, vet, race tests, lint, gosec); govulncheck still reports existing Go 1.26.5 stdlib findings
• Enable Zendesk in the web UI with subdomain + API token (or OAuth token) and run search / execute for zendesk_search_tickets

[acmacalister]

Solid new adapter — wiring, dispatch/compaction/markdown parity, and auth dual-path all look clean, and CI is green (build/test/lint/security/compose/rust-sdk). Three things worth tightening before this hits real tenants, mainly around search query shaping and create/update payloads.

[acmacalister]

strings.Contains(query, "type:") will false-positive on free-text that just happens to include that substring. Something like prototype: broken login skips the type:ticket prefix and searches across users/orgs too, which is the opposite of what this tool promises.

A token-aware check is safer:

hasType := false
for _, tok := range strings.Fields(query) {
	if strings.HasPrefix(tok, "type:") {
		hasType = true
		break
	}
}
if !hasType {
	query = "type:ticket " + query
}

Worth a regression case in TestSearchTickets for a query containing prototype:.

[daltoniam]

Fixed in 92f1389: hasTypeFilter now tokenizes on whitespace and only matches type: prefixes, so prototype: broken login still gets type:ticket.

[acmacalister]

custom_fields only accepts a JSON string. When an LLM (or script) passes a native array — which is the natural shape for [{id, value}, ...] — r.Str fails with a type error and the whole create/update bails.

Other adapters that take structured blobs usually accept both string and already-parsed values. Something like:

if raw, ok := args["custom_fields"]; ok && raw != nil {
	switch v := raw.(type) {
	case string:
		if v != "" {
			if err := json.Unmarshal([]byte(v), &fields); err != nil {
				return nil, fmt.Errorf("invalid custom_fields JSON: %w", err)
			}
		}
	case []any:
		fields = v
	default:
		return nil, fmt.Errorf("custom_fields must be a JSON array or string")
	}
	ticket["custom_fields"] = fields
}

[daltoniam]

Fixed in 92f1389: parseCustomFields accepts a JSON string or a native array/object so LLM/script payloads no longer 400 on type conversion.

[acmacalister]

requester_id / assignee_id / group_id / organization_id are typed as integers in the Zendesk Ticket API, but we always ship them as JSON strings via r.Str. Most tenants coerce, but some requests 422 on the type mismatch — especially once IDs come back as numbers from a prior tool call and we re-stringify them.

Prefer parsing to int64 when present so the outbound body matches the schema:

if requesterID != "" {
	id, err := strconv.ParseInt(requesterID, 10, 64)
	if err != nil {
		return nil, fmt.Errorf("requester_id: %w", err)
	}
	ticket["requester_id"] = id
}

Same idea for assignee/group/org (and the empty-assignee unassign path can stay nil).

[daltoniam]

Fixed in 92f1389: optionalIntID now emits integer IDs for requester/assignee/group/organization so the outbound ticket body matches the Zendesk schema.

[acmacalister]

Nice adapter — dispatch/compaction/markdown parity, dual auth, and the follow-up hardening for search + ticket payloads all look solid. CI is green across build/test/lint/security/compose/rust-sdk. Two small LLM-input edges on public and tags inline; neither is blocking.

[acmacalister]

public is parsed as a string and only treated as private when it equals exactly "false". A native bool works because ArgStr lowercases it, but values like "False", "FALSE", "0", or "f" all stay public — the opposite of what the agent intended for an internal note.

r.Bool / mcp.ArgBool already accept those forms. Presence-check + Bool keeps the default-true behavior:

public := true
if _, ok := args["public"]; ok {
	public = r.Bool("public")
}

Same pattern would help ticketPayload's public / verified fields below.

[daltoniam]

Fixed in 4884e90: public and verified now use r.Bool with a presence check, so False/FALSE/0/f become private notes as intended.

[acmacalister]

tags only comes through r.Str + splitCSV, so a native array (the shape tickets already return) fails the type conversion and aborts create/update.

r.StrSlice accepts CSV strings and []string/[]any the same way Datadog/GitHub do for labels/tags:

if tags := r.StrSlice("tags"); len(tags) > 0 {
	ticket["tags"] = tags
}

Worth doing in userPayload too so update-user doesn't hit the same wall.

[daltoniam]

Fixed in 4884e90: tickets and users now take r.StrSlice("tags"), so native arrays and CSV both work.

[acmacalister]

Solid Zendesk adapter — dual auth, dispatch/compaction/markdown parity, and the earlier search/payload hardening all look good. CI is green across build/test/lint/security/compose/rust-sdk. One non-blocking edge on clearing tags inline.

[acmacalister]

update_ticket advertises tags as replacing the existing set, but we only send tags when len(tags) > 0. An explicit clear (tags: [] or tags: "") gets dropped, so the previous tags stick around — same shape as assignee_id empty-to-unassign, just without the presence check.

if _, present := args["tags"]; present {
	if tags == nil {
		tags = []string{}
	}
	ticket["tags"] = tags
}

Worth the same treatment in userPayload a few lines down.

[daltoniam]

Fixed in c41c0a0: ticket and user payloads now send tags whenever the argument is present, including empty lists, so an explicit clear replaces the existing set.

[acmacalister]

PR #225 Review: Add Zendesk Support ticketing integration

Verification (existing CI)

Check	Result
build	Pass
test	Pass
lint	Pass
security	Pass
rust-sdk	Pass
compose	Pass

What'''s Good

• Clean hexagonal adapter: unexported struct, exported New(), dual auth (OAuth + API token Basic), dispatch map with full parity tests
• Compaction + markdown coverage for document-shaped tools, shared mcp helpers throughout
• Earlier review rounds landed solid hardening (token-aware type: filter, int IDs, native tags/custom_fields, empty-tag clears) with regression tests

Must Fix (Blocking)

No issues found

Should Fix (Non-Blocking)

No issues found

Consider (Nice to Have)

• Tool param copy still says tags are comma-separated only; handlers also accept native arrays — a one-line description tweak would match behavior
• subdomain is required in the UI credential schema even when base_url alone is enough for Configure (test/proxy setups)

Clean PR — CI is green across build/test/lint/security/compose/rust-sdk and I didn'''t find any blocking issues. LGTM.