Slack Support Follow Up Bot

Features

• • ticket created on 1st support thread
  • - subject includes “follow-up-bot: ”
  • if no slack response - every 48 hr nag up to 3 times and then reopen osticket and email nag with auto-re-close.

Problems to solve

• member has issue that gets forgotten about after reporting on slack thread
• support thread is never responded to by a volunteer
• atypical support threads
  • volunteer message to many people
    • Is this a community announcement?
      • if no or no response, then run support bot
        

Complication

• slack threads are not structured causing false positives, identical treatment for different types of threads
• someone responds out of thread

Programming

• need database
  • ignore multiple threads

Process

• content matches goes to funnel
• automated follow up after 48 hours
  • is issue resolved? 
    • if no response after 3 cycles then reopen ticket
      • reopen in OS ticket and send message and recloses 
      • false positives
    • if yes, then say thank you and do nothing (maybe record analytics somewhere)
      • stop nagging
    • if no
      • should stay in slack

Diagram 

out of date

link