TicketPulse

TicketPulse is a Zendesk and Slack integration platform that provides SLA alerting, tag-based notifications, and configurable daily ticket summaries. It features a web dashboard with Google OAuth authentication for managing users, alert configurations, and Zendesk/Slack settings.

Features

• SLA Monitoring -- Polls Zendesk for tickets approaching or breaching SLA targets and sends alerts to Slack.
• Tag-Based Alerts -- Configure per-user tag alerts that notify specific Slack channels when matching tickets are created or updated.
• Daily Summaries -- Scheduled daily ticket summaries delivered via Slack DM, with configurable work hours, timezone, and tag/ticket filters.
• Web Dashboard -- View alert history and statistics with a browser-based UI.
• Admin Panel -- Manage users, tag alert rules, and Zendesk/Slack configuration from the web UI.

Architecture

main.go                   Application entry point and HTTP routing
├── handlers/             HTTP handlers, auth middleware (Google OAuth)
├── services/
│   ├── zendesk.go        Zendesk API client, ticket polling, SLA processing
│   ├── slack.go          Slack client, Socket Mode, alert delivery
│   ├── scheduler.go      Daily summary scheduler
│   ├── summary.go        Zendesk search and daily summary generation
│   ├── polling.go        Testable polling service
│   ├── dashboard.go      Dashboard statistics queries
│   ├── config_cache.go   TTL-backed configuration cache
│   ├── comment_fetcher.go Rate-limited comment fetching
│   └── ticket_context.go Ticket enrichment (requester, org)
├── models/               Data models and database access (users, alerts, config)
├── db/                   Database interface, SQLite initialization, migrations
├── middlewares/          SSE server, notification middleware
├── logging/              Area-based debug logging
├── templates/            HTML templates (dashboard, profile, admin)
└── static/               CSS, JavaScript, images, vendor libraries

Prerequisites

• Go 1.23+
• Google OAuth credentials (Client ID and Client Secret) for user authentication
• Zendesk account with API access (subdomain, email, API key)
• Slack app with Bot Token and App Token (Socket Mode enabled)

Setup

1. Clone the repository:

   git clone https://github.com/TylerConlee/TicketPulse.git
   cd TicketPulse

2. Create a .env file in the project root:

   GOOGLE_CLIENT_ID=your-google-client-id
   GOOGLE_CLIENT_SECRET=your-google-client-secret
   SESSION_KEY=a-random-base64-session-key
   DB_FILEPATH=ticketpulse.db
   DEBUG_AREAS=all

   DEBUG_AREAS controls verbose logging. Options: zendesk, sla, cache, slack, polling, tags, scheduler, db, or all. Leave empty to disable debug logging.

3. Run the application:

   go run .

   The server starts on http://localhost:8080. Log in with Google OAuth, then configure Zendesk and Slack credentials via the Admin > Configuration page.

4. Build a binary:

   go build -o ticketpulse .

Docker

docker build -t ticketpulse .
docker run -p 8080:8080 \
  -e GOOGLE_CLIENT_ID=... \
  -e GOOGLE_CLIENT_SECRET=... \
  -e SESSION_KEY=... \
  -e DB_FILEPATH=/data/ticketpulse.db \
  -v ticketpulse-data:/data \
  ticketpulse

Running Tests

go test -race ./...

Tests use an in-memory SQLite database and mock HTTP servers for Zendesk API calls. See testutil/ for shared test helpers.

Configuration

Zendesk and Slack settings are stored in the database and managed through the web UI at /admin/configuration. Required configuration keys:

Key	Description
zendesk_subdomain	Your Zendesk subdomain (e.g. mycompany)
zendesk_email	Zendesk agent email for API authentication
zendesk_api_key	Zendesk API token
slack_bot_token	Slack Bot User OAuth Token (xoxb-...)
slack_app_token	Slack App-Level Token for Socket Mode (xapp-...)

Environment Variables

Variable	Required	Description
GOOGLE_CLIENT_ID	Yes	Google OAuth 2.0 Client ID
GOOGLE_CLIENT_SECRET	Yes	Google OAuth 2.0 Client Secret
SESSION_KEY	Yes	Secret key for session cookie encryption
DB_FILEPATH	Yes	Path to the SQLite database file
DEBUG_AREAS	No	Comma-separated debug logging areas