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.