Draft replies to new Zendesk tickets and log them

from google.oauth2.credentials import Credentials
from googleapiclient.discovery import build
from datetime import date
from clickruntime import on_trigger, report_fetched, http, credentials, ai, state

ZD, AGENT = "https://yourcompany.zendesk.com/api/v2", "you@yourcompany.com"

def zd(method, path, **kw):
    r = http.request(method, ZD + path, auth=(f"{AGENT}/token", credentials.secret("ZENDESK_API_TOKEN")), **kw)
    return r.raise_for_status() or (r.json() if r.content else None)


sheets = lambda: build("sheets", "v4", credentials=Credentials(credentials.connection("google", "work")), cache_discovery=False).spreadsheets()
SHEET_ID = "your-spreadsheet-id"
GUIDE = "Friendly, concise, British English. Refunds within 30 days. Help centre: https://help.example.com"

@on_trigger
def run(event):
    seen = set(state.get("seen") or [])
    new = [t for t in zd("GET", "/search.json", params={"query": "type:ticket status:new"})["results"] if t["id"] not in seen]
    report_fetched(len(new))
    if not new:
        return {"summary": "No new tickets"}
    rows = []
    for t in new:
        draft = ai.generate(f"Subject: {t['subject']}\n\n{t['description'][:3000]}",
                            system=f"Draft a reply to this support ticket. {GUIDE}", max_output_tokens=400).text
        zd("PUT", f"/tickets/{t['id']}", json={"ticket": {"comment": {"body": f"Suggested reply:\n\n{draft}", "public": False}}})
        rows.append([date.today().isoformat(), t["id"], t["subject"], draft, ""])
        seen.add(t["id"])
    sheets().values().append(spreadsheetId=SHEET_ID, range="Drafts!A:E", valueInputOption="RAW", body={"values": rows}).execute()
    state.set("seen", sorted(seen)[-2000:])
    return {"drafted": len(rows)}