Follow each Zendesk ticket in its own Slack thread

from slack_sdk import WebClient
from clickruntime import on_event, http, credentials, 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)


@on_event
def handle(event):
    t = (event.json or {}).get("ticket", {})
    slack = WebClient(token=credentials.connection("slack", "work"))
    ts = state.get(f"ts:{t['id']}")
    if not ts:
        msg = slack.chat_postMessage(channel="#support", text=f"🎫 #{t['id']} {t['subject']} ({t.get('requester', '')})\n{t.get('description', '')[:500]}")
        state.set(f"ts:{t['id']}", msg["ts"])
        return {"ticket": t["id"], "posted": "new"}
    comments = zd("GET", f"/tickets/{t['id']}/comments", params={"sort_order": "desc", "per_page": 1})["comments"]
    latest = comments[0]["plain_body"][:800] if comments and comments[0]["public"] else "(internal update)"
    slack.chat_postMessage(channel="#support", thread_ts=ts, text=f"Status: {t.get('status')}\n{latest}")
    return {"ticket": t["id"], "posted": "update"}