Similar to ChatOps What is ChatOps?
- conversation-driven development and operations.
- bring tools into your conversations
- use a chat bot modified to work with key plugins and scripts
- teams automate tasks and collaborate openly How would SupportChatOps work
- Case bot and users (SupportEng, Eng, SalesEng) sit in slack channel
- Case announcement by bot
- New case comes in via email, portal, internal
- Case#, Customer, Cluster
- take case
- e.g.
supportbot take case 12345 - case is updated in SFDC with new owner & status changed to Open
- e.g.
- Case updated by customer via email or portal
- notification via chat:
@supporteng: New Email from Customer_Contact on Case#: Case_Discription for Customer: Case_URL - the
@will notify rep that their case has an update in slack and give them (and others notification of case) - the updates can be seen by all and includes a link back to the case. If a SupportEng is busy, they can ask someone to look in.
- notification via chat:
- Short case notes can be added by users
- e.g. from SalesEng:
supportbot case 12345 Customer confirms they are no longer seeing upload errors
- e.g. from SalesEng:
- Search functions from chat
- cover the main searchable functions
- cases
- contacts
- clusters
- assests/nodes
supportbot search case Customermight return open case info Extending the paradigim
- cover the main searchable functions
- bots could perform basic triage functions via chat commands
- e.g.
supportbot healthcheck uuid Cluster_UUID
- e.g.
- calls could announce customers via chat
- open a call to a
Customer_Contactvia chat command