R/get_all_ticket_metrics.R

In zdeskR: Connect to Your 'Zendesk' Data

#' Get Metrics on All Zendesk Tickets
#'
#' This function takes your Email Id, authentication token,
#' and sub-domain and parses all the tickets and its corresponding
#' metrics in a list. Since each iteration only returns 100
#' tickets at a time you must run the loop until the
#' "has_more" parameter is equal to FALSE.
#'
#' Its not a good practice to write down these authentication
#' parameters in your code. There are various methods and
#' packages available that are more secure; this package
#' doesn't require you to use any one in particular.
#'
#'
#' @references \url{https://developer.zendesk.com/rest_api
#' /docs/support/ticket_metrics}
#'
#' @param email_id Zendesk Email Id (username).
#' @param token Zendesk API token.
#' @param subdomain Your organization's Zendesk sub-domain.
#'
#' @return Data Frame with metrics for all tickets
#'
#' @import dplyr
#' @importFrom jsonlite "fromJSON"
#' @importFrom httr "content"
#' @importFrom httr "authenticate"
#' @importFrom purrr "map_dfr"
#'
#' @export
#'
#' @examples \dontrun{
#' ticket_metrics <- get_all_ticket_metrics(email_id, token, subdomain)
#' }
get_all_ticket_metrics <- function(email_id, token, subdomain) {
  user <- paste0(email_id, "/token")
  pwd <- token
  subdomain <- subdomain
  after_cursor <- ""

  # Stop Pagination when the parameter "next_page" is null.
  req_metrics <- list()
  stop_paging <- FALSE
  i <- 1
  while (stop_paging == FALSE) {
    url_metrics <- paste0(
      "https://", subdomain,
      ".zendesk.com/api/v2/ticket_metrics.json?page[after]=",
      after_cursor, "&page[size]=100"
    )

    req_metrics[[i]] <- httr::RETRY("GET",
      url = paste0(url_metrics),
      httr::authenticate(user, pwd),
      times = 4,
      pause_min = 10,
      terminate_on = NULL,
      terminate_on_success = TRUE,
      pause_cap = 5
    )
    if (jsonlite::fromJSON(
        httr::content(
          req_metrics[[i]],
          "text"
        ),
        flatten = TRUE)$meta$has_more == FALSE)
    {
      stop_paging <- TRUE
    }
    after_cursor <- jsonlite::fromJSON(
      httr::content(req_metrics[[i]], "text"),
      flatten = TRUE
    )$meta$after_cursor
    i <- i + 1
  }

  build_data_frame <- function(c) {
    metrics <- as.data.frame((jsonlite::fromJSON(httr::content(
      req_metrics[[c]],
      "text"
    ), flatten = TRUE))$ticket_metrics)
  }

  ticket_metrics_df <- purrr::map_dfr(
    seq_len(length(req_metrics)),
    build_data_frame
  )

  return(ticket_metrics_df)
}