CSAT survey automation that emails resolved Freshdesk tickets

def fd_get_tickets(page: int = 1, per_page: int = 100) -> list:
    result = _sk_exec("freshdesk_tickets_list", {
        "per_page": per_page,
        "page": page,
        "include": "requester",
    })
    if not isinstance(result, list):
        raise RuntimeError(f"Unexpected tickets response: {type(result)}")
    # Scalekit returns numbers as floats — compare both
    return [t for t in result if t.get("status") in (4, 4.0)]

def fd_get_survey(ticket_id: str) -> dict | None:
    try:
        ticket_data = _sk_exec("freshdesk_ticket_get", {
            "ticket_id": int(ticket_id),
            "include": "satisfaction_ratings",
        })
        ratings = ticket_data.get("satisfaction_ratings") if isinstance(ticket_data, dict) else None
        if ratings and isinstance(ratings, list):
            valid = [r for r in ratings if isinstance(r, dict) and r.get("rating") is not None]
            if valid:
                return sorted(valid, key=lambda r: r.get("created_at", ""), reverse=True)[0]
    except Exception as exc:
        log.debug("satisfaction_ratings fetch failed: %s", exc)
    return None  # no survey yet — ticket marked seen, not re-polled

from google.adk.agents import LlmAgent
from google.adk.models.google_llm import Gemini
from pydantic import BaseModel

class CsatDecision(BaseModel):
    feedback_received: bool
    rating: int              # 103 = positive, -103 = negative
    action: str              # "thank_and_close" | "reopen_and_apologize"

agent = LlmAgent(
    name="csat_judge",
    model=Gemini(model="gemini-2.5-flash"),
    instruction=DECISION_PROMPT,
    output_schema=CsatDecision,
)
decision = get_adk_decision(ticket, survey)   # runs agent, falls back on quota errors

def fd_reply(ticket_id: str, body: str) -> None:
    _sk_exec("freshdesk_tickets_reply", {
        "ticket_id": int(ticket_id),
        "body": body,
    })

def fd_update_status(ticket_id: str, status: int) -> None:
    _sk_exec("freshdesk_ticket_update", {
        "ticket_id": int(ticket_id),
        "status": status,
    })

if decision.action == "thank_and_close":
    fd_reply(ticket["id"], thank_msg)
    fd_update_status(ticket["id"], 5)   # Closed
else:
    fd_reply(ticket["id"], apology_msg)
    fd_update_status(ticket["id"], 2)   # Reopened