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

[Andrew-Dickinson]

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]

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]

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

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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 <#59 (comment)>, or unsubscribe <https://github.com/notifications/unsubscribe-auth/AAX6K6ILLZXPR7V625VIP73WUFTMFANCNFSM6AAAAAAUGR76LA> . You are receiving this because you authored the thread.Message ID: ***@***.***>

[andybaumgar]

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]

Possible flow:

• send message after 24 hours
• has your issue been resolved (yes, no)
• no reopen support bot ticket and schedule new message
• optionally store the support data somewhere else for later analysis

[andybaumgar]

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