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nycmeshnet / nycmesh-support-bot

Slack chatbot to automate on-demand diagnostics collection for NYC Mesh equipment
MIT License
6 stars 2 forks source link

Send follow-up "have we fixed your issue" messages #59

Open Andrew-Dickinson opened 1 year ago

Andrew-Dickinson commented 1 year ago

For any threads in #support in which the supportbot has been used, send a follow-up whisper message 24 hours after the last message has been sent asking the user if we have resolved their issue.

If they say we have not resolved their issue, re-open the ticket in OSTicket created in #58 If they say we have resolved their issue, add metadata to the OSTicket to indicate this? Could be useful for metrics

andybaumgar commented 1 year ago

Should we attempt to revive the Slack thread before sending back to OSTicket? If we did a non-whisper it might remind the Slack volunteer? Maybe that's annoying? I guess it just depends on the situation.

Andrew-Dickinson commented 1 year ago

Interesting. So the bot would say something to the effect of: "Hey @volunteer, the member says you didn't solve their problem. Please solve it"?

I don't think we should let anyone other than the thread creator respond to the "Did we solve your problem?" question

On Wed, Jan 25, 2023, 13:04 Andy Baumgartner @.***> wrote:

Should we attempt to revive the Slack thread before sending back to OSTicket? If we did a non-whisper it might be useful for the Slack volunteer? I guess it just depends on the situation.

— Reply to this email directly, view it on GitHub https://github.com/nycmeshnet/nycmesh-support-bot/issues/59#issuecomment-1404022520, or unsubscribe https://github.com/notifications/unsubscribe-auth/AAX6K6ILLZXPR7V625VIP73WUFTMFANCNFSM6AAAAAAUGR76LA . You are receiving this because you authored the thread.Message ID: @.***>

andybaumgar commented 1 year ago

I imagine @-ing would be a bit too aggressive since we're all volunteers, but we could possibly just create a message that everyone would see.

andybaumgar commented 1 year ago

Possible flow:

andybaumgar commented 1 year ago

Potentially use slack future message scheduling to handle state without introducing it in supportbot python service.