samtregar / scoutbot

A bot to monitor a HelpScout mailboxes.

ScoutBot - a bot to monitor HelpScout and provide alerts via Slack

This bot serves to glue together three systems:

• HelpScout - the ticket system we use to get requests from our clients
• Slack - the chat system we hang out in all day
• Google Calender - the calendar system we use to record who's on support (i.e. responsible for responding to tickets that come in)

The bot currently can:

• Tell you who's on support now, today, tomorrow or N days in the future.
• Tell you the current status of tickets in HelpScout including which need replies and how long the client has been waiting.

Soon it will:

• Alert the person on support when a ticket is waiting for too long.
• Alert everyone when a ticket has been waiting much too long.

scoutbot's Issues

Don't count email sigs

cal is smart enough to stop tracking a thread when it gets to 'thanks for the help!' -- but thinks email signatures are meaningful content.

It'd be great if cal ignored everything past "--\n" when doing word counts.

Wait command

I'd love something between 'ignore' and 'unignore' so I can get cal to shut-up while I'm actively working (or have asked someone else to work on) a ticket. i.e. 'wait XXX YYY' will not alert me on ticket XXX for the next YYY minutes.

I broke it

In PR #7 I sent the wrong file. (I think it was a early version from when I was futzing on laptop before uploading it to test.) Messing around now, new PR coming shortly.

Need a 'holiday' or 'closed' command

Cal spammed the hell out of Slack this morning, not knowing support was closed.

We need a way to tell cal to ignore everything for a fixed length of time, like 'holiday 2015-12-25'

less aggressive @channel-ing in #general

Possible solution: notify channel without @channel first. Then escalate to @channel later as needed.

AK customers and all their problems. Sheesh.

Post links to tickets/bugs when they are mentioned in chat

Feature suggestion from October:

Any time someone mentions /(hs|helpscout||bug|bugzilla) [#]?(\d+)/i, reply with a link to the relevant HelpScout / Bugzilla page, unless you've already posted that link in the last five minutes.