emailToTicketWorker.js

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// Email-to-Ticket AI Worker: Smart ticket creation, update, or reopen
const Redis = require("ioredis");
const { v4: uuidv4 } = require("uuid");
const fetch = require("node-fetch");
 
const redisConfig = require('./config/redis');
const sub = new Redis(redisConfig);
const pub = new Redis(redisConfig);
 
sub.subscribe("emails:ai:analysis");
 
/**
 *
 * @param email
 */
async function findRelatedTicket(email) {
  // Call backend API to find open/recent tickets for this customer/email
  const res = await fetch(`http://localhost:3000/api/tickets/find-related?email=${encodeURIComponent(email.from)}&subject=${encodeURIComponent(email.subject)}`);
  if (!res.ok) return null;
  return await res.json();
}
 
/**
 *
 * @param ticketId
 * @param note
 * @param isReopen
 * @param referenceId
 */
async function addNoteToTicket(ticketId, note, isReopen = false, referenceId = null) {
  // Add note to ticket, optionally reopen and reference old ticket
  await fetch(`http://localhost:3000/api/tickets/${ticketId}/notes`, {
    method: "POST",
    headers: { "Content-Type": "application/json" },
    body: JSON.stringify({
      content: note,
      is_ai: true,
      reference_ticket_id: referenceId || undefined,
      reopen: isReopen || undefined
    })
  });
}
 
/**
 *
 * @param email
 * @param note
 * @param referenceId
 */
async function createNewTicket(email, note, referenceId = null) {
  // Create a new ticket and add the note
  const res = await fetch(`http://localhost:3000/api/tickets`, {
    method: "POST",
    headers: { "Content-Type": "application/json" },
    body: JSON.stringify({
      title: email.subject,
      description: note,
      customer_email: email.from,
      status: "open",
      reference_ticket_id: referenceId || undefined
    })
  });
  if (!res.ok) return null;
  return await res.json();
}
 
/**
 *
 * @param tenantId
 * @param to
 * @param subject
 * @param body
 */
async function sendTicketEmail(tenantId, to, subject, body) {
  // Call backend email send endpoint
  await fetch(`http://localhost:3000/api/email/send/${tenantId}`, {
    method: "POST",
    headers: { "Content-Type": "application/json" },
    body: JSON.stringify({ to, subject, body })
  });
}
 
sub.on("message", async (_, message) => {
  const { email, ai } = JSON.parse(message); // { email, ai: { status, reason, confidence } }
  // Find related ticket
  const related = await findRelatedTicket(email);
  let ticket, ticketId;
  if (related && related.status === "open") {
    // Add note to open ticket
    await addNoteToTicket(related.id, ai.reason);
    ticketId = related.id;
  } else if (related && related.status === "closed" && !related.billed) {
    // Reopen closed ticket and add note
    await addNoteToTicket(related.id, ai.reason, true);
    ticketId = related.id;
  } else if (related && related.status === "closed" && related.billed) {
    // Create new ticket, reference old
    const newTicket = await createNewTicket(email, ai.reason, related.id);
    if (newTicket) {
      await addNoteToTicket(newTicket.id, `Related to previous ticket #${related.id}`);
      ticketId = newTicket.id;
    }
  } else {
    // No related ticket, create new
    const newTicket = await createNewTicket(email, ai.reason);
    if (newTicket) ticketId = newTicket.id;
  }
  // Send notification email to customer (if ticketId and email.from)
  if (ticketId && email.from) {
    // Compose notification body
    const subject = `Ticket Update: ${email.subject}`;
    const body = `Your ticket has been updated.\n\n${ai.reason}`;
    // Assume tenant_id is available on email or related
    const tenantId = email.tenant_id || (related && related.tenant_id);
    if (tenantId) {
      await sendTicketEmail(tenantId, email.from, subject, body);
    }
  }
  // Optionally publish dashboard event
  pub.publish("dashboard:events", JSON.stringify({ type: "ticket_update", email, ai }));
});
 
console.log("Email-to-Ticket AI Worker running: smart ticket creation/update/reopen.");