Support Bot

---

🚀 Introduction

The Support Bot is a Slack integration designed to simplify and automate support workflows directly within your workspace.

You can:

🧾 Create tickets from Slack messages in dedicated channels.

👀 View and track ticket statuses.

⚙️ Update and manage ticket states (open, closed).

🚨 Mark tickets as escalated when requiring specialist attention.

⭐ Collect instant feedback on support threads — upon ticket closure, the thread creator can rate their support experience directly in Slack.

📊 Store support metrics in a database for dashboards and analytics.

📋 Browse and filter tickets from the in-Slack Bot Homepage — view a dashboard of tickets and quickly filter by status, impact, or assigned team, all without leaving Slack.

---

🤝 Contributing

We welcome contributions! Please read the CONTRIBUTING guide before submitting issues or pull requests.

---

📦 Installation

Running locally

To run the Support Bot locally, please refer to the service README for instructions.

Running within a Kubernetes Cluster

Follow these steps to deploy the Support Bot in a Kubernetes environment:

1️⃣ Image

You can reference the official Support Bot image directly in your deployment:

ghcr.io/coreeng/support-bot:<latestVersionFromRegistry>

• Replace <latestVersionFromRegistry> with the latest version
• For a full list of available versions, see the package registry

If you need to customize the image (e.g., add extra config, commands, or scripts), create a Dockerfile based on the base image:

# Dockerfile example
FROM ghcr.io/coreeng/support-bot:0.0.48
# Optional: add custom config/commands

2️⃣ Database

A Postgres database is required for the application to function. Ensure your cluster has a running Postgres instance and that the Support Bot can connect to it.

Note: The Support Bot will run database migrations on startup

3️⃣ Application Configuration

We recommend mounting your custom configuration as a Kubernetes ConfigMap.

• The default config can be found here
• An example of custom config definition can be found here
• An example of how the config is mounted can be found here

For example, to override the enums configuration, replace the enums block in your custom config.

For a more detailed explanation of all configuration options see the Configuration Documentation

4️⃣ Environment Variables

For the application to function correctly, you will need to set the following environment variables:

Variable	Description
SLACK_TOKEN	Slack bot token
SLACK_SOCKET_TOKEN	Websocket token for Slack events
SLACK_SIGNING_SECRET	Slack signing secret
SLACK_TICKET_CHANNEL_ID	Slack channel ID where queries arrive

5️⃣ Identity Provider Integration (Optional)

The Support Bot can integrate with an Identity Provider(E.g: Azure) to fetch real organisational user details, so we are able to associate support tickets with teams.

For local runs or testing, you can define a static list of users and groups instead.
If you want to use real users in Slack, configuring an Identity Provider is recommended.

More details under platform-integration in the configuration docs.

6️⃣ Feedback & Support

If you have questions, need assistance, or want to provide feedback, feel free to reach out at info@cecg.io

---

📄 Licence

This project is licensed under the Apache 2.0 License. See LICENSE for details.

---

Developer & Maintained with 💙 by CECG 🚀