68 lines
2.5 KiB
Python
68 lines
2.5 KiB
Python
"""
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Copyright 2024-2026 ReplyPier
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Licensed under the Apache License, Version 2.0 (the "License");
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you may not use this file except in compliance with the License.
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You may obtain a copy of the License at
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http://www.apache.org/licenses/LICENSE-2.0
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Unless required by applicable law or agreed to in writing, software
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distributed under the License is distributed on an "AS IS" BASIS,
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WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied.
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See the License for the specific language governing permissions and
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limitations under the License.
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Capture side of the ticket CSAT loop.
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TicketService.close() asks the customer for a rating through the widget's
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existing conversation rating prompt. This module carries the answer back: every
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path that creates a Rating calls record_conversation_rating(), which attaches
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the score to the ticket linked to that session, if there is one.
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Deliberately conversation-only. ratings.session_id is NOT NULL, so a rating
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cannot exist without a chat session — a manual or email-only ticket has nothing
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to rate. Supporting those would mean a public tokenised rating page and a
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session-less Rating; until that exists, such tickets are never asked and their
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CSAT card reads "not requested".
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Best-effort throughout: a rating is a customer-facing success the moment it is
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stored, so a failure to link it must never fail the submission.
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"""
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from typing import Optional
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from uuid import UUID
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from sqlalchemy.orm import Session
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from app.core.logger import get_logger
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from app.models.rating import Rating
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from app.services.ticket import TicketService
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logger = get_logger(__name__)
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def record_conversation_rating(db: Session, rating: Rating) -> Optional[UUID]:
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"""Link a just-submitted conversation rating to its ticket.
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Returns the ticket id it was attached to, or None when the session has no
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native ticket (the common case for plain chats) or the linkage failed.
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"""
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try:
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service = TicketService(db)
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ticket = service.repo.get_by_session(rating.session_id)
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if ticket is None:
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return None
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service.record_csat(ticket, rating.id, rating.rating, rating.feedback)
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db.commit()
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return ticket.id
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except Exception as e:
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# The rating row itself is already committed by the caller, so rolling
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# back here only discards the half-applied ticket update.
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logger.error(f"Failed to link rating {rating.id} to its ticket: {e}")
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try:
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db.rollback()
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except Exception:
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pass
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return None
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