From 8d7e2cb2b67e4de3773a3015a54c8a537e70168a Mon Sep 17 00:00:00 2001
From: Mathieu Faucher <99497774+Math-Fauch@users.noreply.github.com>
Date: Wed, 11 Mar 2026 10:15:55 -0400
Subject: [PATCH] fix(integrations/zendesk): comply to new payload (#15001)

---
 integrations/zendesk/integration.definition.ts      |  2 +-
 integrations/zendesk/src/events/message-received.ts | 12 ++++++------
 2 files changed, 7 insertions(+), 7 deletions(-)

diff --git a/integrations/zendesk/integration.definition.ts b/integrations/zendesk/integration.definition.ts
index fb63c93ed86..7268d6b0b6c 100644
--- a/integrations/zendesk/integration.definition.ts
+++ b/integrations/zendesk/integration.definition.ts
@@ -6,7 +6,7 @@ import { actions, events, configuration, channels, states, user } from './src/de
 export default new sdk.IntegrationDefinition({
   name: 'zendesk',
   title: 'Zendesk',
-  version: '3.1.0',
+  version: '3.1.1',
   icon: 'icon.svg',
   description:
     'Optimize your support workflow. Trigger workflows from ticket updates as well as manage tickets, access conversations, and engage with customers.',
diff --git a/integrations/zendesk/src/events/message-received.ts b/integrations/zendesk/src/events/message-received.ts
index bccca915cde..ab197849d3f 100644
--- a/integrations/zendesk/src/events/message-received.ts
+++ b/integrations/zendesk/src/events/message-received.ts
@@ -1,10 +1,11 @@
 import { createOrUpdateUser } from '@botpress/common'
+import _ from 'lodash'
 import type { ZendeskClient } from '../client'
 import type { TriggerPayload } from '../triggers'
 import { retrieveHitlConversation } from './hitl-ticket-filter'
 import * as bp from '.botpress'
 
-const COMMENT_ON_BEHALF_START = '----------------------------------------------\n\n!***'
+const ON_BEHALF_REGEXP: RegExp = /!\*{3}|\*{3}!/
 
 export const executeMessageReceived = async ({
   zendeskClient,
@@ -67,12 +68,11 @@ export const executeMessageReceived = async ({
     })
   }
 
-  let messageWithoutAuthor: string
+  let messageWithoutAuthor = _.trimStart(zendeskTrigger.comment, '-').trim()
+  const firstLine = messageWithoutAuthor.split('\n').at(0)
 
-  if (zendeskTrigger.comment.startsWith(COMMENT_ON_BEHALF_START)) {
-    messageWithoutAuthor = zendeskTrigger.comment.split('\n').slice(5).join('\n')
-  } else {
-    messageWithoutAuthor = zendeskTrigger.comment.split('\n').slice(3).join('\n')
+  if (firstLine && ON_BEHALF_REGEXP.test(firstLine)) {
+    messageWithoutAuthor = messageWithoutAuthor.split('\n').slice(1).join('\n').trim()
   }
 
   await client.createMessage({