enhancement:- Added Queue Support for Zendesk

[Kuldeepkumawat144]

Type of Change

• Bugfix
• New feature
• [X ] Enhancement
• Refactoring
• Dependency updates

Description

Additional Changes

• This PR modifies the database schema (database migration added)
• This PR modifies dhall configs/environment variables

Motivation and Context

How did you test it?

Checklist

• I formatted the code and addressed linter errors ./dev/format-all-files.sh
• I reviewed submitted code
• I added unit tests for my changes where possible
• I added a CHANGELOG entry if applicable

Summary by CodeRabbit

New Features

• Added support for categorizing tickets as issue reports, SOS alerts, or feedback items to improve organization and tracking.
• Implemented intelligent ticket routing that directs different ticket types to appropriate support channels for more efficient handling and prioritization.

[coderabbitai]

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ℹ️ Review info

⚙️ Run configuration

Configuration used: Organization UI

Review profile: CHILL

Plan: Pro

Run ID: 73073877-06d5-4e8a-affb-30a0940ee825

📥 Commits

Reviewing files that changed from the base of the PR and between ea0d396 and 1521cbc.

📒 Files selected for processing (3)

• lib/mobility-core/src/Kernel/External/Ticket/Interface/Types.hs
• lib/mobility-core/src/Kernel/External/Ticket/Interface/Zendesk.hs
• lib/mobility-core/src/Kernel/External/Ticket/Zendesk/Config.hs

Walkthrough

This PR extends Zendesk ticket integration to route ticket creation requests to context-specific group IDs. It introduces a TicketContext type to categorize tickets, updates the request schema, expands configuration to support multiple group IDs, and implements routing logic to select the appropriate group based on ticket type.

Changes

Context-Aware Zendesk Ticket Routing

Layer / File(s)	Summary
Ticket Context and Request Schema lib/mobility-core/src/Kernel/External/Ticket/Interface/Types.hs	TicketContext algebraic type with three variants (IssueTicket, SOSAlert, FeedbackTicket) is introduced with JSON/schema derivation. CreateTicketReq record is extended with a ticketContext field alongside the existing becknIssueId field.
Zendesk Configuration Extension lib/mobility-core/src/Kernel/External/Ticket/Zendesk/Config.hs	ZendeskCfg record is extended with two optional fields: sosGroupId and feedbackGroupId, enabling separate group routing per ticket type.
Context-Aware Group ID Resolution lib/mobility-core/src/Kernel/External/Ticket/Interface/Zendesk.hs	resolveGroupId helper maps TicketContext variants to configuration fields (SOS alert → sosGroupId, feedback ticket → feedbackGroupId, issue ticket → groupId). mkZendeskCreateTicketReq is updated to apply context-aware routing when setting the ticket group ID.

Estimated code review effort

🎯 2 (Simple) | ⏱️ ~10 minutes

Possibly related PRs

• nammayatri/shared-kernel#1312: Modifies mkZendeskCreateTicketReq to include htmlBody in ticket comment payloads alongside body, overlapping with the group ID routing changes in this PR.
• nammayatri/shared-kernel#1297: Extends both Kernel.External.Ticket.Interface.Zendesk and ZendeskCfg configuration, with similar structural changes to support context-dependent ticket handling.

Suggested reviewers

• khuzema786
• Vignesh-772
• prakharritik

Poem

🐰 Three ticket types hop into the fold,
Context guides them where to go—
SOS, feedback, issues bold,
Different groups now help them flow!
Routes resolve with care and grace,
Each ticket finds its proper place.

🚥 Pre-merge checks | ✅ 4 | ❌ 1

❌ Failed checks (1 warning)

Check name	Status	Explanation	Resolution
Title check	⚠️ Warning	The title claims 'Queue Support for Zendesk' but the changeset actually adds ticket context categorization (issue/SOS/feedback) with group ID routing, not queue support.	Revise the title to accurately reflect the changes, such as 'Add ticket context routing for Zendesk group IDs' or similar.

✅ Passed checks (4 passed)

Check name	Status	Explanation
Description Check	✅ Passed	Check skipped - CodeRabbit’s high-level summary is enabled.
Docstring Coverage	✅ Passed	No functions found in the changed files to evaluate docstring coverage. Skipping docstring coverage check.
Linked Issues check	✅ Passed	Check skipped because no linked issues were found for this pull request.
Out of Scope Changes check	✅ Passed	Check skipped because no linked issues were found for this pull request.

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✨ Finishing Touches

🧪 Generate unit tests (beta)

• Create PR with unit tests
• Commit unit tests in branch backend/zendesk/queue

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[coderabbitai]

Actionable comments posted: 1

🤖 Prompt for all review comments with AI agents

Verify each finding against current code. Fix only still-valid issues, skip the
rest with a brief reason, keep changes minimal, and validate.

Inline comments:
In `@lib/mobility-core/src/Kernel/External/Ticket/Interface/Types.hs`:
- Around line 71-72: CreateTicketReq currently declares ticketContext ::
TicketContext (non-optional) and derives FromJSON, causing decoding failures for
payloads that omit ticketContext; update the JSON decoding to be
backward-compatible by either (A) changing the field to ticketContext :: Maybe
TicketContext and adjust downstream usages to handle Nothing, or (B) implement a
custom FromJSON instance for CreateTicketReq that treats a missing
"ticketContext" as a sensible default (e.g., IssueTicket) when parsing; modify
the FromJSON for CreateTicketReq (referencing CreateTicketReq, ticketContext,
TicketContext, and IssueTicket) so existing producers' payloads without the
field still decode correctly.

🪄 Autofix (Beta)

Fix all unresolved CodeRabbit comments on this PR:

• Push a commit to this branch (recommended)
• Create a new PR with the fixes

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ℹ️ Review info

⚙️ Run configuration

Configuration used: Organization UI

Review profile: CHILL

Plan: Pro

Run ID: fb1de9e9-113a-47fa-a85f-b8a8d7b823b7

📥 Commits

Reviewing files that changed from the base of the PR and between 1e3abfa and ea0d396.

📒 Files selected for processing (3)

• lib/mobility-core/src/Kernel/External/Ticket/Interface/Types.hs
• lib/mobility-core/src/Kernel/External/Ticket/Interface/Zendesk.hs
• lib/mobility-core/src/Kernel/External/Ticket/Zendesk/Config.hs