SupportBot is an IRC bot with multiple API integrations to increase efficiency and improve visibility into case load and platform stability.

The following commands are entered into the IRC channel or a SupportBot PM. Input values are parsed independently, so the syntax can be loose ( !onduty joe next 4 is the same as !onduty next joe 4 , etc).

• [no params] => Defaults to "today"

• Date Parameters

  • today, tonight

  • yesterday

  • tomorrow

  • mon , tues, wed , etc.

    • If the day of the week has passed, jumps to next week

    • E.g. If today is Wed 12/25:

         !onduty wed => Returns today (12/25)
         !onduty tues => Returns next Tuesday (12/31)
         !onduty next wed => Returns next week (1/1)
      

  • monday, tuesday, wednesday , etc.

  • 12/15, 1/10, 03/01/14, 5/5/2014

    • If the date has no year, and is not in the current month, jump to next year E.g. If today is Wed 12/25/13:

        !onduty 12/01 => Returns 12/01/2013
        !onduty 1/5 => Returns 1/5/2014
        !onduty 11/30 => Returns 11/30/2014
      

• Range Parameters

  • [0-99] => Minimum values to return, if available

    • Default is 1

        !onduty 12/5 5 => Returns 5 days starting with 12/5
        !onduty joe 3 => Returns next 3 on-call dates for Joe
      

  • next => Used in conjunction with a weekday (e.g. mon ) or agent (e.g. Joe )

    • Not necessary with agent query, but allowed since the syntax seems natural

        !onduty next tue => Advances the checked date by 1 week
        !onduty satia next 4 => Returns next 4 on-call dates for Satia
      

• Agent Parameters

  • agent name =>

    • E.g Joe, Johnson, Satia

    • Case insensitive

    • IRC names can also be used as long as the IRC nick contains the agent name

    • Can be combined with range parameter

• Unlike !onduty, !ooo will always return all events when only given a date range.

• It otherwise uses the same input structure as !onduty . (See above)

• [no params] => Currently unsupported, eventually will show current status!

• Instruction Parameters

  • on
    • Adds all specified agents (or if none, the speaker) to VBX
  • off
    • Removes all specified agents (or if none, the speaker) from VBX
  • only
    • Adds all specified agents (or if none, the speaker) and removes all others

• Agent Parameters

  • agent name =>

    • E.g Joe, Johnson, Satia

    • Multiple agents supported, e.g.

        !vbx on joe kana office
      

    • Case insensitive

    • IRC names can also be used as long as the IRC nick contains the agent name

• [no params] => Returns all unassigned cases (INBOX view in Zendesk)

• Case ID

  • #### => Returns details for Case ID

    • Up to 3 digits only... sorry case #99!

        !zd 4200 => Details and URL for ZD #4200
      

• Pass and Take

  • pass [case id] [agent name] =>

    • Assigns specified ZD case to the target as Open

    • Agent names as specified above

    • IRC names can also be used as long as the IRC nick contains the agent name, e.g.

        !zd pass 1234 kana
      

  • take [case id] =>

    • Assigns specified ZD to the speaker as Open , e.g.

        !zd take 1234
      

• Agent and Organization

  • agent name =>

    • E.g Joe, Johnson, Satia

    • Case insensitive

    • Can be combined with case status parameter, range parameter (default is Open , 3)

  • *organization name =>

    • Autocompletes based on ZD Client Name
    • E.g. thril for Thrillist, doggy for DoggyLoot
    • Can be combine*d with case status parameter, range parameter (default is Open , 3)

• Case Status Parameter

  • case status =>

    • New, Open, Pending, Solved or Closed

    • Defaults to last 3 cases with that status

• Range Parameter

  • [0-99] => Minimum values to return, if available

    • Default is 3

        !zd joe pending 3 => Returns most recent 3 pending cases for Joe
        !zd thril solved 5 => Returns last 5 solved cases for Thrillist
      

• Displays any open stability alert issues and the time since the issue began (see 'Stability Monitoring' under Cron Jobs / Monitoring below)

• Makes use of the Wolfram Alpha API to add a variety of utilities and search functionality to SupportBot

• Returns only plain text results; limit of 2000 per month, so don't abuse the feature!

• Search Parameter

  • [Wolfram Alpha Search String] =>

    • Returns the interpretation of the input and the first result

    • Useful / fun examples that work well with plaintext: Basic Arithmetic: 125 + 375, 1/4 * (4 - 1/2) Word Definitions: define proxy Unit conversion: 15800ms in minutes, 1101010100010 binary to decimal

        IP Lookup: 194.37.109.10
        Web Address Lookup: sailthru.com
        Typical Port Use: port 80
        File Format Lookup: .csv file format
        Password Strength Analysis: analyze password opensesame
      
        Timestamp Parsing: unix 1379089235
        Character Encoding: copyright sign, unicode 169, ascii 40
        Hashing: md5 "apikeyandapisecret"
      
        Weather: weather, weather forecast, weather new york 1/5/1990
        Lottery Odds: lottery
        Morse Code: morse code sailthru rules
        Smiley Face Interpretation: :-|
      

• Identical to !wa, but is verbose (will return all valid plaintext responses)

• Takes a UNIX timestamp as a parameter, equivalent of !wa unix [timestamp] EST

• Returns a random, "WTF"-worthy line from the more interesting Support cases we've gotten over time
• Add to the WTF doc here
  • Keep each row to one line, no line breaks
  • Use single quotes ' instead of double quotes "
  • ~400 character limit per row

• Unclaimed Cases

  • SupportBot will alert the #support channel if a case has been unassigned for 15 minutes

• Checks Every 60 Seconds: MY - Basic 200 OK SU - Basic 200 OK WWW - Basic 200 OK Feed - Valid JSON and Basic 200 OK Link - 200 OK and Proper Redirect (4 Links in Total) API - Checks 200 Response from GET: User, Content, Stats, List and Template POST: Email, Content, Purchase, Blast and Job

• Any individual failure will retry 3 times (in 10s intervals), and then alert the #support channel in IRC (see !mon )

• An Alert Resolved message will be sent on the next successful attempt

• Sailbot's !ondutycs

  • SupportBot will automatically update Sailbot with the current CSE On Duty

    • Weekdays:

      • Update at :
        • 7pm EDT (Robert)
        • 8pm EDT (Evening On-Duty)
        • 9pm EDT (Robert)
        • 11pm EDT (Evening On-Duty)
        • 4am EDT (Kirsty)

    • Weekends:

      • Update at 1am EDT Saturday and Sunday (for good measure)

• SupportBot uses tmux to run in a separate session from your own. That way, when you log off, SupportBot stays running.

  1. Log into the Support Box ( 162.243.109.239 )

  2. Whether SupportBot is in the session or not, you need to first shut him down by typing supportbotstop

  3. Then, type supportbotsession to start the session SupportBot will run in

  4. Type supportbotgo to start him up. SupportBot should log in.

  5. Type Ctrl+b (for pc and mac), and then d (don't hold ctrl down) to detach from the session.

• SupportBot's root directory is currently located at ~/joe/supportbot

  1. Log into the Support Box ( 162.243.109.239 )

  2. To tail the SupportBot logs and get additional details on error messages, type tail -f ~/joe/supportbot/log/log.

• OpenVBX Monitor Showing Current Agents On Phones

• Function Aliasing / Macro Functions (h/t Irina)

• Adjust !onduty to switch over at 8am, not midnight

• !ooo => Will display agents out of office for the day (h/t Satia) DONE

• Add support for private messages to SupportBot DONE

• Adjust !zd to detect Phone Cases / Suspended Cases DONE

• Ability to check test send, prod. send, api calls from IRC DONE

• ~~Compensate for the ZD ~1min Inbox delay (cases just claimed still show up)~~ DONE

• Wolfram Alpha API Integration (h/t Johnson) DONE