Problem Description

I need a Discord bot that bridges the gap between Discord and Zendesk. This bot should operate as a seamless communication flow between the two products.

A Bot will have to listen to a specific channel and upon a trigger keyword, a private channel will be generated for the user hitting the trigger
Upon channel creation in Discord, the bot will generate a ticket in Zendesk.
Discord bot will monitor any responses to a ticket in Zendesk and post to Discord private channel.
Further response to the thread will post on both apps, Zendesk and Discord private channel.

Acceptance Criteria

Bot must be able to generate a new private channel in Discord when a user triggers to open a ticket.
Bot must be able to check if user exists in Zendesk and generate one if it doesn’t.
Bot must be able to link an existing user in Zendesk from previous communications.
Bot must be able to check for an existing ticket with the current Discord user and add a new ticket if one does not exist.
Bot must be able to reply in a Discord private channel when a message is typed in the Zendesk ticket.
Bot must be able provide a status of a Zendesk ticket via a Discord trigger
Bot must be able to update a status and priority of a Zendesk ticket via a Discord trigger
Bot must be able to provide logging information for troubleshooting purposes.
Documentation on how the implementation works.

Workflow

I can provide a workflow diagram for the flows required for this bot.

Technical Details

Language preference for the Bot is Python or Golang.
The bot needs to operate with the minimum amount of permissions necessary for management between the Discord channel and the Zendesk API.
A polling mechanism is required to check for new updates in Zendesk periodically. This should be configurable.