Follow up on Zendesk tickets waiting on the customer

import base64
from google.oauth2.credentials import Credentials
from googleapiclient.discovery import build
from datetime import date, timedelta
from clickruntime import on_trigger, http, credentials, state, notify

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)


def send_gmail(to, subject, text):
    raw = base64.urlsafe_b64encode(f"To: {to}\r\nSubject: {subject}\r\nContent-Type: text/plain; charset=utf-8\r\n\r\n{text}".encode()).decode()
    build("gmail", "v1", credentials=Credentials(credentials.connection("google", "work")), cache_discovery=False).users().messages().send(userId="me", body={"raw": raw}).execute()

@on_trigger
def run(event):
    cutoff = (date.today() - timedelta(days=3)).isoformat()
    done = set(state.get("done") or [])
    tickets = [t for t in zd("GET", "/search.json", params={"query": f"type:ticket status:pending updated<{cutoff}"})["results"] if t["id"] not in done]
    if not tickets:
        return {"chased": 0}
    lines = []
    for t in tickets:
        user = zd("GET", f"/users/{t['requester_id']}")["user"]
        send_gmail(user["email"], f"Re: {t['subject']} [#{t['id']}]",
                   f"Hi {user['name'].split()[0]},\n\nJust checking in on your request #{t['id']}. Could you reply to our last message "
                   "when you have a moment so we can finish sorting this out?\n\nThanks,\nThe support team")
        lines.append(f"#{t['id']} {t['subject']} ({user['email']})")
        done.add(t["id"])
    notify.email_me(f"Followed up on {len(lines)} pending tickets", "\n".join(lines))
    state.set("done", sorted(done)[-3000:])
    return {"chased": len(lines)}