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Slack Support Follow Up Bot

Features

  • sends follow
    • ticket created on 1st support thread
      - subject includes “follow-up-bot: ”
        if no slack response - every 48 hr nag up slackto messages3 times and then reopen osticket and email nag with auto-re-close. sends follow up os ticket email

        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        out of date