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Tickets: Show Metrics Tool

Usage​

All Portia tools using API endpoints that require OAuth are built with plug and play authentication support. They use Portia client credentials including client ID, client name and redirect URL. Such tools will raise a Action Clarification with an OAuth link as the action URL. The portia.wait_for_ready() method must be used in this scenario: Portia's OAuth server will listen for the authentication result and resolve the concerned clarification, allowing your plan run to resume again.

For more on this, please visit to the section on running Portia tools (↗).

Configure your Zendesk tools with Portia AI​

You will need to provide the subdomain of your Zendesk account to use with Portia AI. This is because Zendesk creates a unique subdomain for each account.

Configure access in Portia AI​

  1. Log into your Portia dashboard ↗
  2. Navigate to the Manage Org tab.
  3. Enter the subdomain of your Zendesk account. Your subdomain is the part of your Zendesk URL before the .zendesk.com domain. For example, if your Zendesk URL is https://portialabs.zendesk.com, your subdomain is portialabs.

You are now ready to call Zendesk tools on our cloud!

Tool details​

Tool ID: portia:zendesk:tickets:show_metrics

Tool description: Returns metrics for a specific ticket, including first response time, full resolution time, number of reopens, and other performance metrics. A ticket in Zendesk is intended to be used by agents or admins. They can be used to track and resolve requests raised by end users (e.g. customer service) or for internal issue tracking.

Args schema:

{
  "description": "Input schema for ZendeskShowTicketMetricsTool.",
  "properties": {
    "ticket_id": {
      "description": "The ID of the ticket to retrieve metrics for",
      "title": "Ticket Id",
      "type": "string"
    }
  },
  "required": [
    "ticket_id"
  ],
  "title": "ZendeskShowTicketMetricsToolSchema",
  "type": "object"
}

Output schema:

('application/json', 'application/json: Payload containing ticket metrics including resolution times, reply times, number of reopens, and other performance data.')