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Support-Bot (Fork of Middleman)

License:Apache2 Built with nio-template

Ticketing system for Matrix Synapse Element implemented through a matrix bot.

Support-Bot Features:

  • Messaging system features:
    • ✅ Messages to bot are relayed to management room
    • ✅ Rerequests for decryption keys of unencrypted messages
    • ✅ Decryption key forwarding for staff
    • ✅ Support for message types:
      • ✅ Text messages
      • ✅ Media files
      • ✅ Calls
      • ✅ Replies
      • ✅ Reactions
    • ✅ Anonymous replies from staff through bot
    • ✅ Copy messages from management room to ticket room upon ticket creation
    • GRPC endpoints supporting support-bot-dashboard web dashboard
  • Support-bot commands:
    • !message <room ID or alias> <Text to write> - Sends a message to a room
    • !c claim <Ticket index> - Claim the ticket with specified index (be invited to the ticket room)
    • !c claimfor <user id> <Ticket index> - Claim the ticket with specified index (be invited to the ticket room) for a specific user
    • !c raise <user id> <ticket name> - Raise a ticket for a user
    • !c addstaff <user id> - Add staff with specified name
    • !c activeticket <user id> - Get active ticket of specified user
    • !c close - Closes the ticket that belongs to the current room (no longer transmits communications to the ticket room)
    • !c reopen <Ticked Index> - Reopens the ticket that belongs to the current room
    • !c opentickets <user id> - Lists all currently open tickets, or open tickets that are assigned to a specified staff member
    • !c setupcommunicationsroom <user id> - Updates the DM between user and bot.
    • !c chat <user id> - Create or join an existing chat for a user with a specified name or for the replied to message sender.

Getting started

See SETUP.md for how to setup and run the project.

Usage

The configured management room is the room that all messages support_bot receives in other rooms will be relayed to.

Normal discussion can happen in the management room. To create a ticket for a user for further communication you can either:

  • Reply to the user message with !raise <Ticket Name> - a ticket room for that user will be created and staff invited to it, where normal discussion can continue.
  • Create a ticket room with !c raise @user:server <Ticket Name> - will create a ticket for the specified user.

License

Apache2