Feature: Support Hero Jr.

[joethreepwood]

Is your feature request related to a problem?

For reasons discussed in greater detail here, I think we need a bot which helps the support hero and our users.

Reasons why this would be helpful in brief:

• Better encourage users to self-serve via Squeak
• Better inform users who/what a support hero is, how they prioritize
• Clarify expectations to users in #community-support

Describe the solution you'd like

A bot which, whenever a user posts in #community-support, responds with a canned message that adjusts to give accurate information about the support hero rotation.

The bot would need to:

• Pull support hero rotation information from somewhere, probably Pagerduty
• Respond to users in thread, not via DM or channel
• Include logic so that users can only get a bot-response once every, say, 30mins.

Ideally the bot activity would also be detectable as an event in posthog (for analytics) and could be filtered out of Zendesk, so it doesn't create noise. But these are stretch goals.

Describe alternatives you've considered

Tried a few ways to do this myself, but ended up here.

Additional context

Thank you for your feature request – we love each and every one!

[kevoconnell]

Hey @joethreepwood, I can do this! Just a couple of things: I don't have access to Pagerduty, so what I can do for now is create a command to change who is on duty/what their timezone is. Also, is there any preference for where the bot is hosted?

[camerondeleone]

This is the kind of thing which could be helpful for new users (and us) but could also totally kill the vibe in the channel and make regular posters quite annoyed, so I would advocate for a couple of things here:

1. The ability to 'silence' this bot after seeing it once
2. The ability for this bot message to show up only for a single person (I assume the slack bot api exposes something like this, because i can do /remind x in any public channel and only see it myself — maybe that's not true, though)

I sort of feel like this is just kicking the can our support issue down the line a bit, but it's worth a shot.

[joethreepwood]

Yeah, agree that's a good shout @camerondeleone

@MrKevinOConnell The best place to host, I'm told, would probably be the same place as our contributions bot which was built by @yakkomajuri

[kevoconnell]

@joethreepwood @camerondeleone I think I did everything that was addressed, here's the repo. I can't see the contributions bot because its private so I got it hosted on heroku, here is a example slack workplace if either of you want to try it out https://join.slack.com/t/slackbot-a3w1665/shared_invite/zt-1dwrzrcqf-B3d3L01vAwkdmNF6fiNsNQ

Here's a screenshot showing how it works:

[joethreepwood]

Thanks @MrKevinOConnell - I've dropped some quick questions on an issue on your repo. Hopefully we can get this deployed to the PostHog Slack soon!

[benjackwhite]

I forked the repo, and setup a new issue here with final tasks to get this actually prod-ready https://github.com/PostHog/support-hero-junior/issues/1