gitlab-customer-support-operations_zendesk 1.0.0

data/lib/support_ops_zendesk/zendesk/tickets.rb

@@ -0,0 +1,837 @@
+# frozen_string_literal: true
+
+# Defines the module SupportOps.
+module SupportOps
+  # Defines the module Zendesk
+  module Zendesk
+    ##
+    # Defines the class Tickets within the module {SupportOps::Zendesk}.
+    #
+    # @author Jason Colyer
+    # @since 1.0.0
+    # @attr [Integer] assignee_id The agent currently assigned to the ticket
+    # @attr [Array] additional_tags An array of tags to add in an update
+    # @attr [Integer] brand_id The id of the brand this ticket is associated with
+    # @attr [Array] collaborator_ids The ids of users currently CC'ed on the ticket
+    # @attr [Hash] comment An object that adds a comment to the ticket
+    # @attr [String] created_at When this record was created
+    # @attr [Array] custom_fields Custom fields for the ticket
+    # @attr [Integer] custom_status_id The custom ticket status id of the ticket
+    # @attr [String] description Read-only first comment on the ticket
+    # @attr [String] due_at If this is a ticket of type "task" it has a due date
+    # @attr [Array] email_cc_ids he ids of agents or end users currently CC'ed on the ticket
+    # @attr [Array] email_ccs An array of objects that represent agent or end users email CCs to add or delete from the ticket
+    # @attr [Array] fields Custom fields for the ticket
+    # @attr [Array] follower_ids The ids of agents currently following the ticket
+    # @attr [Array] followup_ids The ids of the followups created from this ticket
+    # @attr [Integer] group_id The group this ticket is assigned to
+    # @attr [Boolean] has_incidents Is true if a ticket is a problem type and has one or more incidents linked to it. Otherwise, the value is false.
+    # @attr [Integer] id Automatically assigned when the ticket is created
+    # @attr [Boolean] is_public Is true if any comments are public, false otherwise
+    # @attr [Integer] organization_id The organization of the requester. You can only specify the ID of an organization associated with the requester.
+    # @attr [String] priority The urgency with which the ticket should be addressed. Allowed values are "urgent", "high", "normal", or "low".
+    # @attr [Integer] problem_id For tickets of type "incident", the ID of the problem the incident is linked to
+    # @attr [Array] remove_tags An array of tags to remove in an update
+    # @attr [Hash] requester An object used to set the request on a ticket during creation
+    # @attr [Integer] requester_id The user who requested this ticket
+    # @attr [String] satisfaction_rating The satisfaction rating of the ticket, if it exists, or the state of satisfaction, "offered" or "unoffered". The value is null for plan types that don't support CSAT
+    # @attr [String] status The state of the ticket. If your account has activated custom ticket statuses, this is the ticket's status category. Allowed values are "new", "open", "pending", "hold", "solved", or "closed".
+    # @attr [String] subject The value of the subject field for this ticket
+    # @attr [Integer] submitter_id The user who submitted the ticket. The submitter always becomes the author of the first comment on the ticket
+    # @attr [Array] tags The array of tags applied to this ticket
+    # @attr [Integer] ticket_form_id  The id of the ticket form to render for the ticket
+    # @attr [String] type The type of this ticket. Allowed values are "problem", "incident", "question", or "task".
+    # @attr [String] updated_at When this record last got updated
+    # @attr [String] via Tells you how or why an action or event was created
+    # @attr [Integer] via_followup_source_id The id of a closed ticket when creating a follow-up ticket
+    # @todo Merge Tickets into Target Ticket => https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#merge-tickets-into-target-ticket
+    # @todo Ticket Related Information => https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#ticket-related-information
+    # @todo Autocomplete Problems => https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#autocomplete-problems
+    class Tickets < SupportOps::Zendesk::Base
+      # @!parse
+      #   # Creates/updates a ticket
+      #   # 
+      #   # @author Jason Colyer
+      #   # @since 1.0.0
+      #   # @return [Object] Instance of {SupportOps::Zendesk::Tickets}
+      #   # @note This is inherited from {SupportOps::Zendesk::Base#save!}
+      #   # @see
+      #   #   https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#create-ticket
+      #   #   Zendesk API > Tickets > Create Ticket
+      #   # @see
+      #   #   https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#update-ticket
+      #   #   Zendesk API > Tickets > Update Ticket
+      #   # @example
+      #   #   require 'support_ops_zendesk'
+      #   #
+      #   #   SupportOps::Zendesk::Configuration.configure do |config|
+      #   #     config.url = 'https://gitlab.zendesk.com/api/v2'
+      #   #     config.username = 'jason@example.com'
+      #   #     config.token = 'abc123'
+      #   #   end
+      #   #
+      #   #   new_ticket = SupportOps::Zendesk::Tickets.new
+      #   #   new_ticket.comment = { body: 'The smoke is very colorful'}
+      #   #   new_ticket.priority = 'urgent'
+      #   #   new_ticket.subject = 'My printer is on fire!'
+      #   #
+      #   #   new_ticket.save!
+      #   #
+      #   #   pp new_ticket.id
+      #   #   # => 35436
+      #   # @example
+      #   #   require 'support_ops_zendesk'
+      #   #
+      #   #   SupportOps::Zendesk::Configuration.configure do |config|
+      #   #     config.url = 'https://gitlab.zendesk.com/api/v2'
+      #   #     config.username = 'jason@example.com'
+      #   #     config.token = 'abc123'
+      #   #   end
+      #   #
+      #   #   existing_ticket = SupportOps::Zendesk::Tickets.get!(35436)
+      #   #   existing_ticket.status = 'open'
+      #   #   existing_ticket.comment = { body: '"The smoke is very colorful', author_id: 494820284 }
+      #   #
+      #   #   existing_ticket.save!
+      #   #
+      #   #   pp existing_ticket.status
+      #   #   # => "open"
+      #   def save!; end
+      # @!parse
+      #   # Deletes a ticket
+      #   # 
+      #   # @author Jason Colyer
+      #   # @since 1.0.0
+      #   # @return [Boolean]
+      #   # @note This is inherited from {SupportOps::Zendesk::Base#delete!}
+      #   # @see
+      #   #   https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#delete-ticket
+      #   #   Zendesk API > Tickets > Delete Ticket
+      #   # @example
+      #   #   require 'support_ops_zendesk'
+      #   #
+      #   #   SupportOps::Zendesk::Configuration.configure do |config|
+      #   #     config.url = 'https://gitlab.zendesk.com/api/v2'
+      #   #     config.username = 'jason@example.com'
+      #   #     config.token = 'abc123'
+      #   #   end
+      #   #
+      #   #   existing_ticket = SupportOps::Zendesk::Tickets.get!(35436)
+      #   #
+      #   #   existing_ticket.delete!
+      #   def delete!; end
+      # @!parse
+      #   # Lists the collaborators on a ticket
+      #   # 
+      #   # @author Jason Colyer
+      #   # @since 1.0.0
+      #   # @return [Boolean]
+      #   # @note This is inherited from {SupportOps::Zendesk::Base#collaborators}
+      #   # @see
+      #   #   https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#list-collaborators-for-a-ticket
+      #   #   Zendesk API > Tickets > List Collaborators for a Ticket
+      #   # @example
+      #   #   require 'support_ops_zendesk'
+      #   #
+      #   #   SupportOps::Zendesk::Configuration.configure do |config|
+      #   #     config.url = 'https://gitlab.zendesk.com/api/v2'
+      #   #     config.username = 'jason@example.com'
+      #   #     config.token = 'abc123'
+      #   #   end
+      #   #
+      #   #   existing_ticket = SupportOps::Zendesk::Tickets.get!(35436)
+      #   #   collaborators = existing_ticket.collaborators
+      #   #
+      #   #   pp collaborators.first.name
+      #   #   # => "Johnny Agent"
+      #   def collaborators; end
+      # @!parse
+      #   # Lists the followers on a ticket
+      #   # 
+      #   # @author Jason Colyer
+      #   # @since 1.0.0
+      #   # @return [Boolean]
+      #   # @note This is inherited from {SupportOps::Zendesk::Base#followers}
+      #   # @note If not using the followers system, you should use {#collaborators} instead
+      #   # @see
+      #   #   https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#list-followers-for-a-ticket
+      #   #   Zendesk API > Tickets > List Followers for a Ticket
+      #   # @example
+      #   #   require 'support_ops_zendesk'
+      #   #
+      #   #   SupportOps::Zendesk::Configuration.configure do |config|
+      #   #     config.url = 'https://gitlab.zendesk.com/api/v2'
+      #   #     config.username = 'jason@example.com'
+      #   #     config.token = 'abc123'
+      #   #   end
+      #   #
+      #   #   existing_ticket = SupportOps::Zendesk::Tickets.get!(35436)
+      #   #   followers = existing_ticket.followers
+      #   #
+      #   #   pp followers.last.name
+      #   #   # => "Peter Admin"
+      #   def followers; end
+      # @!parse
+      #   # Lists the CCs on a ticket
+      #   # 
+      #   # @author Jason Colyer
+      #   # @since 1.0.0
+      #   # @return [Boolean]
+      #   # @note This is inherited from {SupportOps::Zendesk::Base#ccs}
+      #   # @note If not using the followers system, you should use {#collaborators} instead
+      #   # @see
+      #   #   https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#list-email-ccs-for-a-ticket
+      #   #   Zendesk API > Tickets > List Email CCs for a Ticket
+      #   # @example
+      #   #   require 'support_ops_zendesk'
+      #   #
+      #   #   SupportOps::Zendesk::Configuration.configure do |config|
+      #   #     config.url = 'https://gitlab.zendesk.com/api/v2'
+      #   #     config.username = 'jason@example.com'
+      #   #     config.token = 'abc123'
+      #   #   end
+      #   #
+      #   #   existing_ticket = SupportOps::Zendesk::Tickets.get!(35436)
+      #   #   ccs = existing_ticket.ccs
+      #   #
+      #   #   pp ccs.last.name
+      #   #   # => "Jane End User"
+      #   def ccs; end
+      # @!parse
+      #   # List comments on a ticket
+      #   #
+      #   # @author Jason Colyer
+      #   # @since 1.0.0
+      #   # @return [Array]
+      #   # @note This is inherited from {SupportOps::Zendesk::Base#comments}
+      #   # @see
+      #   #   https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_comments/#list-comments
+      #   #   Zendesk API > Ticket comments > List Comments
+      #   # @example
+      #   #   require 'support_ops_zendesk'
+      #   #
+      #   #   SupportOps::Zendesk::Configuration.configure do |config|
+      #   #     config.url = 'https://gitlab.zendesk.com/api/v2'
+      #   #     config.username = 'jason@example.com'
+      #   #     config.token = 'abc123'
+      #   #   end
+      #   #
+      #   #   existing_ticket = SupportOps::Zendesk::Tickets.get!(123456)
+      #   #   comments = existing_ticket.comments
+      #   #
+      #   #   pp comments.select { |c| c['public'] == false }.count
+      #   #   # => 12
+      #   def comments; end
+      # @!parse
+      #   # Marks a ticket as spam (and suspends the requester)
+      #   #
+      #   # @author Jason Colyer
+      #   # @since 1.0.0
+      #   # @return [Array]
+      #   # @note This is inherited from {SupportOps::Zendesk::Base#mark_as_spam}
+      #   # @see
+      #   #   https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#mark-ticket-as-spam-and-suspend-requester
+      #   #   Zendesk API > Tickets > Mark Ticket as Spam and Suspend Requester
+      #   # @example
+      #   #   require 'support_ops_zendesk'
+      #   #
+      #   #   SupportOps::Zendesk::Configuration.configure do |config|
+      #   #     config.url = 'https://gitlab.zendesk.com/api/v2'
+      #   #     config.username = 'jason@example.com'
+      #   #     config.token = 'abc123'
+      #   #   end
+      #   #
+      #   #   existing_ticket = SupportOps::Zendesk::Tickets.get!(123456)
+      #   #   existing_ticket.mark_as_spam!
+      #   def mark_as_spam!; end
+      # @!parse
+      #   # Lists incidents attached to the ticket
+      #   #
+      #   # @author Jason Colyer
+      #   # @since 1.0.0
+      #   # @return [Array]
+      #   # @note This is inherited from {SupportOps::Zendesk::Base#incidents}
+      #   # @see
+      #   #   https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#list-ticket-incidents
+      #   #   Zendesk API > Tickets > List Ticket Incidents
+      #   # @example
+      #   #   require 'support_ops_zendesk'
+      #   #
+      #   #   SupportOps::Zendesk::Configuration.configure do |config|
+      #   #     config.url = 'https://gitlab.zendesk.com/api/v2'
+      #   #     config.username = 'jason@example.com'
+      #   #     config.token = 'abc123'
+      #   #   end
+      #   #
+      #   #   existing_ticket = SupportOps::Zendesk::Tickets.get!(123456)
+      #   #   incidents = existing_ticket.incidents
+      #   #
+      #   #   pp incidents.map { |i| i.id }
+      #   #   # => [33, 34]
+      #   def incidents; end
+      # @!parse
+      #   # Redacts all attachments (inline and external) within a ticket.
+      #   #
+      #   # @author Jason Colyer
+      #   # @since 1.0.0
+      #   # @return [Array]
+      #   # @note This is inherited from {SupportOps::Zendesk::Base#redact_attachments!}
+      #   # @see
+      #   #   https://developer.zendesk.com/api-reference/ticketing/tickets/ticket_comments/#redact-ticket-comment-in-agent-workspace
+      #   #   Zendesk API > Ticket Comments > Redact Ticket Comment In Agent Workspace
+      #   # @example
+      #   #   require 'support_ops_zendesk'
+      #   #
+      #   #   SupportOps::Zendesk::Configuration.configure do |config|
+      #   #     config.url = 'https://gitlab.zendesk.com/api/v2'
+      #   #     config.username = 'jason@example.com'
+      #   #     config.token = 'abc123'
+      #   #   end
+      #   #
+      #   #   existing_ticket = SupportOps::Zendesk::Tickets.get!(123456)
+      #   #   existing_ticket.redact_attachments!
+      #   def redact_attachments!; end
+      # @!parse
+      #   # List the organization details of a ticket.
+      #   #
+      #   # @author Jason Colyer
+      #   # @since 1.0.0
+      #   # @return [Various]
+      #   #   - If there is no organization, it returns nil
+      #   #   - If there is an organization, a {SupportOps::Zendesk::Organizations} instance
+      #   # @note This is inherited from {SupportOps::Zendesk::Base#organization}
+      #   # @example
+      #   #   require 'support_ops_zendesk'
+      #   #
+      #   #   SupportOps::Zendesk::Configuration.configure do |config|
+      #   #     config.url = 'https://gitlab.zendesk.com/api/v2'
+      #   #     config.username = 'jason@example.com'
+      #   #     config.token = 'abc123'
+      #   #   end
+      #   #
+      #   #   existing_ticket = SupportOps::Zendesk::Tickets.get!(123456)
+      #   #   org = existing_ticket.organization
+      #   #
+      #   #   pp org.name
+      #   #   # => "Bob's Burgers"
+      #   def organization; end
+      # @!parse
+      #   # Add a satisfaction rating to a ticket (must be done via impersonation).
+      #   #
+      #   # @author Jason Colyer
+      #   # @since 1.0.0
+      #   # @overload create_satisfaction_score!(key: value)
+      #   #   @param score [String required] The score to use, only supports
+      #   #     'good' and 'bad'
+      #   #   @param comment [String required] The comment to use
+      #   # @see
+      #   #   https://developer.zendesk.com/api-reference/ticketing/ticket-management/satisfaction_ratings/#create-a-satisfaction-rating
+      #   #   Zendesk API > Satisfaction Ratings > Create a Satisfaction Rating
+      #   # @example
+      #   #   require 'support_ops_zendesk'
+      #   #
+      #   #   SupportOps::Zendesk::Configuration.configure do |config|
+      #   #     config.url = 'https://gitlab.zendesk.com/api/v2'
+      #   #     config.auth_type = 'OAuth'
+      #   #     config.connection_type = 'impersonation'
+      #   #     config.token = 'abc123'
+      #   #     config.on_behalf_of = 'jason@example.com'
+      #   #   end
+      #   #
+      #   #   ticket = SupportOps::Zendesk::Tickets.get!(1)
+      #   #   rating = ticket.create_satisfaction_score!(score: 'good', comment: 'You are the best!')
+      #   #   pp rating['score']
+      #   #   # => "good"
+      #   def create_satisfaction_score!; end
+      define_attributes :assignee_id, :additional_tags, :brand_id,
+                        :collaborator_ids, :comment, :created_at,
+                        :custom_fields, :custom_status_id, :description,
+                        :due_at, :email_cc_ids, :email_ccs, :fields,
+                        :follower_ids, :followup_ids, :group_id, :has_incidents,
+                        :id, :is_public, :organization_id, :priority,
+                        :problem_id, :remove_tags, :requester, :requester_id,
+                        :satisfaction_rating, :status, :subject, :submitter_id,
+                        :tags, :ticket_form_id, :type, :updated_at, :via,
+                        :via_followup_source_id
+      readonly_attributes :id, :created_at, :updated_at
+
+      ##
+      # Returns an approximate count of tickets in the account. If the count exceeds 100,000, it is updated every 24 hours.
+      #
+      # @author Jason Colyer
+      # @since 1.0.0
+      # @return [Hash]
+      # @see
+      #   https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#count-tickets
+      #   Zendesk API > Tickets > Count Tickets
+      # @see SupportOps::Zendesk::Configuration Setting up a client
+      # @example
+      #   require 'support_ops_zendesk'
+      #
+      #   SupportOps::Zendesk::Configuration.configure do |config|
+      #     config.url = 'https://gitlab.zendesk.com/api/v2'
+      #     config.username = 'jason@example.com'
+      #     config.token = 'abc123'
+      #   end
+      #
+      #   tickets = SupportOps::Zendesk::Tickets.count
+      #   pp tickets['value']
+      #   # => 102
+      def self.count
+        response = client.connection.get('tickets/count')
+        Oj.load(response.body)['count']
+      end
+
+      ##
+      # Lists tickets in the Zendesk system
+      #
+      # @author Jason Colyer
+      # @since 1.0.0
+      # @overload list(key: value)
+      #   @param sort [String optional] The sorting method to use for the list
+      #     ("updated_at", "id", "status", "-updated_at", "-id", "-status").
+      #     Defaults to "id"
+      #   @param limit [Integer optional] The limit to the number of tickets
+      #     returned. Default to 0 (i.e. no limit)
+      # @return [Array]
+      # @see
+      #   https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#list-tickets
+      #   Zendesk API > Tickets > List Tickets
+      # @see SupportOps::Zendesk::Configuration Setting up a client
+      # @example
+      #   require 'support_ops_zendesk'
+      #
+      #   SupportOps::Zendesk::Configuration.configure do |config|
+      #     config.url = 'https://gitlab.zendesk.com/api/v2'
+      #     config.username = 'jason@example.com'
+      #     config.token = 'abc123'
+      #   end
+      #
+      #   tickets = SupportOps::Zendesk::Tickets.list(sort: '-id', limit: 250)
+      #   pp tickets.count
+      #   # => 250
+      #   pp tickets.last.subject
+      #   # => "I'm the 250th ticket!"
+      def self.list(**args)
+        args[:sort] = 'id' unless args[:sort]
+        args[:limit] = 0 unless args[:limit]
+        tickets = []
+        opts = "page[size]=100&sort=#{args[:sort]}"
+        loop do
+          response = client.connection.get("tickets?#{opts}")
+          body = Oj.load(response.body)
+          tickets += body['tickets'].map { |t| Tickets.new(t) }
+          break if args[:limit].to_i.positive? && tickets.count >= args[:limit].to_i
+          break unless body['meta']['has_more']
+
+          opts = body['links']['next'].split('?').last
+        end
+        return tickets if args[:limit].to_i.zero?
+        
+        tickets.first(args[:limit].to_i)
+      end
+
+      ##
+      # Locates a specific ticket in the Zendesk system
+      #
+      # @author Jason Colyer
+      # @since 1.0.0
+      # @see
+      #   https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#show-ticket
+      #   Zendesk API > Tickets > Show Ticket
+      # @see SupportOps::Zendesk::Configuration Setting up a client
+      # @example
+      #   require 'support_ops_zendesk'
+      #
+      #   SupportOps::Zendesk::Configuration.configure do |config|
+      #     config.url = 'https://gitlab.zendesk.com/api/v2'
+      #     config.username = 'jason@example.com'
+      #     config.token = 'abc123'
+      #   end
+      #
+      #   ticket = SupportOps::Zendesk::Tickets.get(250)
+      #   pp ticket.subject
+      #   # => "I'm the 250th ticket!"
+      def self.get(object)
+        if object.is_a? Tickets
+          Tickets.new(id: id).find
+        else
+          Tickets.new(id: object).find
+        end
+      end
+
+      ##
+      # Locates a specific ticket in the Zendesk system
+      #
+      # @author Jason Colyer
+      # @since 1.0.0
+      # @see
+      #   https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#show-ticket
+      #   Zendesk API > Tickets > Show Ticket
+      # @see SupportOps::Zendesk::Configuration Setting up a client
+      # @note This will hard exit if no ticket is found
+      # @example
+      #   require 'support_ops_zendesk'
+      #
+      #   SupportOps::Zendesk::Configuration.configure do |config|
+      #     config.url = 'https://gitlab.zendesk.com/api/v2'
+      #     config.username = 'jason@example.com'
+      #     config.token = 'abc123'
+      #   end
+      #
+      #   ticket = SupportOps::Zendesk::Tickets.get!(250)
+      #   pp ticket.subject
+      #   # => "I'm the 250th ticket!"
+      def self.get!(object)
+        if object.is_a? Tickets
+          Tickets.new(id: id).find!
+        else
+          Tickets.new(id: object).find!
+        end
+      end
+
+      ##
+      # Deletes multiple tickets via a batch job
+      #
+      # @author Jason Colyer
+      # @since 1.0.0
+      # @param ticket_ids [Array] An array of ticket IDs
+      # @return [object] A {SupportOps::Zendesk::JobStatuses} instance
+      # @see https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#bulk-delete-tickets Zendesk API > Tickets > Bulk Delete Tickets
+      # @example
+      #   require 'support_ops_zendesk'
+      #
+      #   SupportOps::Zendesk::Configuration.configure do |config|
+      #     config.url = 'https://gitlab.zendesk.com/api/v2'
+      #     config.username = 'jason@example.com'
+      #     config.token = 'abc123'
+      #   end
+      #
+      #   delete = SupportOps::Zendesk::Tickets.delete_many!([35436, 35437])
+      #   pp delete.id
+      #   # => "82de0b044094f0c67893ac9fe64f1a99"
+      def self.delete_many!(ticket_ids)
+        raise 'The parameter must be an Array' unless ticket_ids.is_a? Array
+        raise 'You can only delete a maximum of 100 tickets at a time' if ticket_ids.count > 100
+
+        response = client.connection.delete("tickets/destroy_many?ids=#{ticket_ids.join(',')}")
+        raise "Failed to delete tickets => #{body['details']}" if response.status != 200
+        JobStatuses.new(Oj.load(response.body)['job_status'])
+      end
+
+      ##
+      # Creates multiple tickets via a batch job
+      #
+      # @author Jason Colyer
+      # @since 1.0.0
+      # @param tickets [Array] An array of {SupportOps::Zendesk::Tickets} instances
+      # @return [object] A {SupportOps::Zendesk::JobStatuses} instance
+      # @see https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#create-many-tickets Zendesk API > Tickets > Create Many Tickets
+      # @example
+      #   require 'support_ops_zendesk'
+      #
+      #   SupportOps::Zendesk::Configuration.configure do |config|
+      #     config.url = 'https://gitlab.zendesk.com/api/v2'
+      #     config.username = 'jason@example.com'
+      #     config.token = 'abc123'
+      #   end
+      #
+      #   ticket1 = SupportOps::Zendesk::Tickets.new
+      #   ticket1.comment = { body: 'The smoke is very colorful'}
+      #   ticket1.priority = 'urgent'
+      #   ticket1.subject = 'My printer is on fire!'
+      #   ticket2 = SupportOps::Zendesk::Tickets.new
+      #   ticket2.comment = { body: 'This is a comment'}
+      #   ticket2.priority = 'normal'
+      #   ticket2.subject = 'Help'
+      #
+      #   creates = SupportOps::Zendesk::Tickets.create_many!([ticket1, ticket2])
+      #   pp creates.id
+      #   # => "82de0b044094f0c67893ac9fe64f1a99"
+      def self.create_many!(tickets)
+        raise 'The parameter must be an Array' unless tickets.is_a? Array
+        raise 'You can only create a maximum of 100 tickets at a time' if tickets.count > 100
+        raise 'You can only use SupportOps::Zendesk::Tickets instances in the Array' unless tickets.reject { |t| t.is_a? SupportOps::Zendesk::Tickets }.count.zero?
+
+        data = { tickets: tickets.map { |t| to_hash(t).compact } }.to_json
+        response = client.connection.post('tickets/create_many', data)
+        raise "Failed to create tickets => #{body['details']}" if response.status != 200
+        JobStatuses.new(Oj.load(response.body)['job_status'])
+      end
+
+      ##
+      # Updates multiple tickets via a batch job
+      #
+      # @author Jason Colyer
+      # @since 1.0.0
+      # @param tickets [Array] An array of {SupportOps::Zendesk::Tickets} instances
+      # @return [object] A {SupportOps::Zendesk::JobStatuses} instance
+      # @see https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#update-many-tickets Zendesk API > Tickets > Update Many Tickets
+      # @example
+      #   require 'support_ops_zendesk'
+      #
+      #   SupportOps::Zendesk::Configuration.configure do |config|
+      #     config.url = 'https://gitlab.zendesk.com/api/v2'
+      #     config.username = 'jason@example.com'
+      #     config.token = 'abc123'
+      #   end
+      #
+      #   ticket1 = SupportOps::Zendesk::Tickets.get!(255)
+      #   ticket1.subject = 'My printer is on fire!'
+      #   ticket2 = SupportOps::Zendesk::Tickets.get!(256)
+      #   ticket2.subject = 'Help'
+      #
+      #   updates = SupportOps::Zendesk::Tickets.update_many!([ticket1, ticket2])
+      #   pp updates.id
+      #   # => "82de0b044094f0c67893ac9fe64f1a99"
+      def self.update_many!(tickets)
+        raise 'The parameter must be an Array' unless tickets.is_a? Array
+        raise 'You can only update a maximum of 100 tickets at a time' if tickets.count > 100
+        raise 'You can only use SupportOps::Zendesk::Tickets instances in the Array' unless tickets.reject { |t| t.is_a? SupportOps::Zendesk::Tickets }.count.zero?
+
+        data = { tickets: tickets.map { |t| to_hash(t).compact } }.to_json
+        response = client.connection.put('tickets/update_many', data)
+        raise "Failed to update tickets => #{body['details']}" if response.status != 200
+        JobStatuses.new(Oj.load(response.body)['job_status'])
+      end
+
+      ##
+      # Locates up to 100 tickets within Zendesk.
+      #
+      # @author Jason Colyer
+      # @since 1.0.0
+      # @param ticket_ids [Array] The ticket IDs to find
+      # @return [Array]
+      # @see https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#show-multiple-tickets Zendesk API > Tickets > Show Multiple Tickets
+      # @example
+      #   require 'support_ops_zendesk'
+      #
+      #   SupportOps::Zendesk::Configuration.configure do |config|
+      #     config.url = 'https://gitlab.zendesk.com/api/v2'
+      #     config.username = 'jason@example.com'
+      #     config.token = 'abc123'
+      #   end
+      #
+      #   tickets = SupportOps::Zendesk::Tickets.get_many([255, 256])
+      #   pp tickets.map { |t| t.subject }
+      #   # => ["My printer is on fire!", "Help"]
+      def self.get_many(ticket_ids)
+        raise 'The parameter must be an Array' unless ticket_ids.is_a? Array
+        raise 'You can only get a maximum of 100 tickets at a time' if ticket_ids.count > 100
+
+        response = client.connection.get("tickets/show_many?ids=#{ticket_ids.join(',')}")
+        Oj.load(response.body)['tickets'].map { |t| Tickets.new(t) }
+      end
+
+      ##
+      # Lists all non-solved problem tickets
+      #
+      # @author Jason Colyer
+      # @since 1.0.0
+      # @return [Array]
+      # @see https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#list-ticket-problems Zendesk API > Tickets > List Ticket Problems
+      # @example
+      #   require 'support_ops_zendesk'
+      #
+      #   SupportOps::Zendesk::Configuration.configure do |config|
+      #     config.url = 'https://gitlab.zendesk.com/api/v2'
+      #     config.username = 'jason@example.com'
+      #     config.token = 'abc123'
+      #   end
+      #
+      #   problems = SupportOps::Zendesk::Tickets.problem_tickets
+      #   pp problems.map { |p| p.id }
+      #   # => [33, 34]
+      def self.problem_tickets
+        problems = []
+        opts = 'page[size]=100'
+        loop do
+          response = client.connection.get("problems?#{opts}")
+          body = Oj.load(response.body)
+          problems += body['tickets'].map { |t| Tickets.new(t) }
+          break unless body['meta']['has_more']
+
+          opts = body['links']['next'].split('?').last
+        end
+        problems
+      end
+
+      ##
+      # Marks up to 100 tickets as spam (and suspends the requesters)
+      #
+      # @author Jason Colyer
+      # @since 1.0.0
+      # @param ticket_ids [Array] The ticket IDs to find
+      # @return [Object]
+      # @see
+      #   https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#bulk-mark-tickets-as-spam
+      #   Zendesk API > Tickets > Bulk Mark Tickets as Spam
+      # @example
+      #   require 'support_ops_zendesk'
+      #
+      #   SupportOps::Zendesk::Configuration.configure do |config|
+      #     config.url = 'https://gitlab.zendesk.com/api/v2'
+      #     config.username = 'jason@example.com'
+      #     config.token = 'abc123'
+      #   end
+      #
+      #   spam_tickets = SupportOps::Zendesk::Tickets.mark_many_as_spam!([255, 256])
+      #   pp spam_tickets.id
+      #   # => "82de0b044094f0c67893ac9fe64f1a99"
+      def self.mark_many_as_spam!(ticket_ids)
+        raise 'The parameter must be an Array' unless ticket_ids.is_a? Array
+        raise 'You can only mark a maximum of 100 tickets as spam at a time' if ticket_ids.count > 100
+
+        response = client.connection.put("tickets/mark_many_as_spam?ids=#{ticket_ids.join(',')}")
+        raise "Failed to mark many tickets as spam => #{body['details']}" if response.status != 200
+        JobStatuses.new(Oj.load(response.body)['job_status'])
+      end
+
+      private
+
+      ##
+      # @private
+      def get_record
+        response = self.client.connection.get("tickets/#{self.id}")
+        return nil if response.status != 200
+
+        Oj.load(response.body)['ticket']
+      end
+
+      ##
+      # @private
+      def create_record
+        response = self.client.connection.post("tickets", { ticket: attributes_for_save }.to_json)
+        body = Oj.load(response.body)
+        raise "Failed to create ticket => #{body['details']}" if response.status != 201
+        body['ticket']
+      end
+
+      ##
+      # @private
+      def update_record
+        raise "Failed to update ticket => You didn't change anything in the object" if attributes_for_save.keys == [:id]
+        response = self.client.connection.put("tickets/#{self.id}", { ticket: attributes_for_save }.to_json)
+        body = Oj.load(response.body)
+        raise "Failed to update ticket #{self.id} => #{body['details']}" if response.status != 200
+        body['ticket']
+      end
+
+      ##
+      # @private
+      def delete_record
+        response = self.client.connection.delete("tickets/#{self.id}")
+        raise "Failed to delete ticket => #{body['details']}" if response.status != 204
+        true
+      end
+
+      ##
+      # @private
+      def collaborators_record
+        response = self.client.connection.get("tickets/#{self.id}/collaborators")
+        Oj.load(response.body)['users'].map { |u| Users.new(u) }
+      end
+
+      ##
+      # @private
+      def followers_record
+        response = self.client.connection.get("tickets/#{self.id}/followers")
+        Oj.load(response.body)['users'].map { |u| Users.new(u) }
+      end
+
+      ##
+      # @private
+      def ccs_record
+        response = self.client.connection.get("tickets/#{self.id}/email_ccs")
+        Oj.load(response.body)['users'].map { |u| Users.new(u) }
+      end
+
+      ##
+      # @private
+      def comments_record
+        comments = []
+        opts = 'page[size]=100'
+        loop do
+          response = client.connection.get("tickets/#{self.id}/comments?#{opts}")
+          body = Oj.load(response.body)
+          comments += body['comments'].map { |c| Comments.new(c) }
+          break unless body['meta']['has_more']
+
+          opts = body['links']['next'].split('?').last
+        end
+        comments
+      end
+
+      ##
+      # @private
+      def mark_as_spam_record
+        response = client.connection.put "tickets/#{self.id}/mark_as_spam"
+        raise "Failed to mark ticket #{self.id} as spam => #{body['details']}" if response.status != 200
+        true
+      end
+
+      ##
+      # @private
+      def incidents_record
+        tickets = []
+        opts = 'page[size]=100'
+        loop do
+          response = client.connection.get("tickets/#{self.id}/incidents?#{opts}")
+          body = Oj.load(response.body)
+          tickets += body['tickets'].map { |c| Tickets.new(c) }
+          break unless body['meta']['has_more']
+
+          opts = body['links']['next'].split('?').last
+        end
+        tickets
+      end
+
+      ##
+      # @private
+      def redact_attachments_record
+        redactions = []
+        self.comments.each do |c|
+          object = {
+            id: c.id,
+            redaction: { ticket_id: self.id }
+          }
+          object[:redaction][:external_attachment_urls] = c.attachments.map { |a| a['content_url'] } unless c.attachments.count.zero?
+          object[:redaction][:html_body] = c.html_body.gsub('<img', '<img redact') if c.html_body =~ /<img/
+          redactions.push(object) unless object[:redaction][:external_attachment_urls].nil? && object[:redaction][:html_body].nil?
+        end
+        redactions.each do |r|
+          client.connection.put "comment_redactions/#{r[:id]}", r[:redaction].to_json
+        end
+        true
+      end
+
+      ##
+      # @private
+      def organization_record
+        return nil if self.organization_id.nil?
+
+        Organizations.get(self.organization_id)
+      end
+
+      ##
+      # @private
+      def create_satisfaction_score_record(**args)
+        raise 'You have to provide a score' unless args[:score]
+        raise "Invalid score provided: #{args[:score]}" unless %w[good bad].include?(args[:score])
+        raise 'You have to provide a comment' unless args[:comment]
+        data = { satisfaction_rating: { score: args[:score], comment: args[:comment] }}.to_json
+        response = client.connection.post("tickets/#{self.id}/satisfaction_rating", data)
+        body = Oj.load(response.body)
+        raise "Unable to add satisfaction score to ticket #{self.id} => #{body}" if response.status != 200
+        body['satisfaction_rating']
+      end
+
+      ##
+      # @private
+      def web_url_record
+        raise 'You cannot have a web URL for a non-existant ticket' if self.id.nil?
+        self.client.connection.url_prefix.to_s.gsub('api/v2', 'agent/tickets/') + self.id.to_s
+      end
+    end
+  end
+end