SupportHero 🦸‍♀️

From Slack to Jira, support internal users where they are!

Tired of "can you create me a ticket?" when people ask a question on Slack? SupportHero is your support companion that removes friction for users who request support and keeps the processes for the teams that provide support.

✨ Features

🎯 Reaction-Based Ticket Creation

Configure emoji reactions (like 🎫 :ticket: or 🔥 :fire:) that automatically create Jira tickets
Support for user-specific and user group-specific configurations
Channel-specific or workspace-wide reaction setups

🤖 AI-Powered Smart Titles

Optional AI summarization for intelligent ticket titles
Converts long Slack messages into concise, meaningful Jira ticket summaries
Graceful fallback to text truncation if AI fails

📊 Customer Satisfaction (CSAT) Tracking

Automatic CSAT surveys sent to ticket reporters
Configurable reminder system for pending surveys
Analytics and reporting on support quality

🔗 Seamless Integration

Slack: Native app with shortcuts, interactive messages, and reaction handling
Jira: Full OAuth integration with automatic token refresh
Multi-tenant: Support for multiple Slack workspaces and Jira instances

⚙️ Advanced Configuration

Per-reaction configuration with project mapping
Custom feedback messages with variable substitution
Label and component assignment
Issue type customization

🚀 Use Cases

1. IT Support Team

👤 User: "Hey, I can't access the VPN from home. It keeps timing out."
🎫 Someone reacts with :ticket:
🤖 SupportHero creates Jira ticket: "VPN connection timeout issue from home office"
💬 Automated response: "Hi @user! We've created ticket IT-123 for your VPN issue."
📊 CSAT survey sent after ticket resolution

2. HR Department

👤 Employee: "I need help updating my emergency contact information in the system."
🔥 HR team member reacts with :fire: (urgent HR requests)
🤖 Creates ticket: "Emergency contact information update request"
📋 Automatically assigned to HR project with "Personal Info" component

3. DevOps Incidents

👤 Developer: "Production API is returning 500 errors for all /users endpoints since 2PM"
🚨 DevOps reacts with :rotating_light:
🤖 Creates P1 incident: "Production API 500 errors on /users endpoints"
⚡ Instantly routed to DevOps project with "Critical" priority

4. Security Requests

👤 Manager: "I need access to the finance dashboard for Q4 reporting"
🔐 Security team reacts with :lock:
🤖 Creates access request: "Finance dashboard access for Q4 reporting"
🔍 Auto-tagged with "access-request" and "finance" labels

🏗 Architecture

System Overview

Available infrastructure diagram.

Key Components

Application Layer

Slack Integration: Event handling, OAuth, message processing
Jira Integration: Ticket creation, project management, OAuth token refresh
AI Summarization: LangChain4j integration for intelligent title generation
CSAT Management: Survey delivery and reminder scheduling

Domain Layer

Configuration Management: Reaction mappings, user permissions, project settings
Event Processing: Reaction events, ticket lifecycle, user interactions
Multi-tenancy: Isolated configurations per Slack workspace

Infrastructure Layer

Database: PostgreSQL with JOOQ for type-safe queries
Caching: Redis for event deduplication and temporary data
Security: Per-tenant encryption for OAuth tokens
External APIs: Slack SDK, Jira REST API, AI services

🎮 Usage

Setup Process

Install the Slack App

# Configure your Slack app using the manifest
cp slack-app-manifest.json your-app-manifest.json
# Update URLs in the manifest for your deployment

Connect to Jira
- Use the global shortcut "Configure new reaction"
- Authenticate with your Jira instance
- SupportHero handles OAuth flow automatically

Configure Reactions

/shortcut "Configure new reaction"

📋 Select Jira Project: "IT Support"
🎯 Choose Reaction: 🎫 :ticket:
👥 Assign to User/Group: @it-support-team
📝 Issue Type: "Task"
💬 Feedback Message: "Hi $reporter! Created ticket $issue for you."
🤖 AI Summarizer: ✅ Enabled
📊 Send CSAT: ✅ Enabled

Start Using
- React to any Slack message with your configured emoji
- SupportHero automatically creates Jira tickets
- Users get instant feedback with ticket links

Configuration Options

Reaction Configuration

Project Mapping: Link reactions to specific Jira projects
User/Group Permissions: Control who can create tickets
Channel Scope: Global or channel-specific reactions
AI Summarization: Enable intelligent title generation
CSAT Surveys: Automatic customer satisfaction tracking

Feedback Messages

Support dynamic variables in feedback messages:

$reporter - @mention of the ticket reporter
$issue - Jira ticket key (e.g., IT-123)

Example:

"Thanks $reporter! 🎫 Created $issue for your request. We'll get back to you soon!"

🔧 Development

Prerequisites

Java 17+
Kotlin 1.9+
PostgreSQL 16+
Redis 7+
Slack App with appropriate permissions
Jira Cloud instance with API access

Local Setup

Database Setup

# Start dependencies
./deps start

# Run migrations
./gradlew liquibaseUpdate

Environment Configuration

# Copy and configure environment
cp .env.properties.example .env.properties

# Required variables:
ENCRYPTION_MASTER_KEY=your-secure-master-key
SLACK_CLIENT_SECRET=your-slack-client-secret
SLACK_SIGNING_SECRET=your-slack-signing-secret
SLACK_REDIRECT_HOST=https://your-ngrok-url.ngrok.io
JIRA_CLIENT_SECRET=your-jira-oauth-secret
ANTHROPIC_API_KEY=your-ai-api-key

Slack App Configuration

# Generate environment-specific manifest
./configure-slack-app dev

# Use the generated manifest in Slack App settings
cat slack-app-dev-manifest.json

Run Application
```
./gradlew bootRun
```

Testing

# Run all tests
./gradlew test

# Run specific test suites
./gradlew test --tests "*CreateJiraFromReactionTest*"
./gradlew test --tests "*TenantEncryptionServiceTest*"

Security Features

Per-Tenant Token Encryption

OAuth tokens encrypted with tenant-specific keys
AES-256-GCM encryption with PBKDF2 key derivation
Cross-tenant isolation prevents data leaks

See encryption setup for detailed security configuration.

📈 Monitoring and Analytics

Built-in Metrics

Ticket Creation Rate: Reactions → Jira tickets per period
CSAT Scores: Average satisfaction ratings per configuration
Response Times: Time from reaction to ticket resolution
User Adoption: Active users and reaction usage patterns

🤝 Contributing

Development Workflow

Clone and Setup

git clone https://github.com/abistama/supporthero.git
cd supporthero
./deps start

Make Changes
- Follow Kotlin coding conventions
- Add tests for new features
- Update documentation as needed
Test and Deploy
```
./gradlew test
./gradlew build
```

Architecture Decisions

Kotlin + Spring Boot: Type safety, coroutines, reactive programming
JOOQ: Type-safe SQL with compile-time verification
Arrow: Functional programming for error handling
LangChain4j: AI integration with multiple provider support

🆘 Support

Issues: Create GitHub issues for bugs and feature requests
Discussions: Use GitHub Discussions for questions and ideas
Contact: Reach out via email at contact at abistama dot com.

Made with ❤️ for support teams everywhere

SupportHero - Because great support starts where your users are

Name		Name	Last commit message	Last commit date
Latest commit History 2 Commits
.cursor/rules		.cursor/rules
.github/workflows		.github/workflows
.run		.run
docs		docs
gradle/wrapper		gradle/wrapper
public		public
src		src
web		web
.dockerignore		.dockerignore
.env.properties.example		.env.properties.example
.gitignore		.gitignore
.hugo_build.lock		.hugo_build.lock
Dockerfile		Dockerfile
LICENSE		LICENSE
README.md		README.md
build.gradle.kts		build.gradle.kts
configure-slack-app		configure-slack-app
deps		deps
docker-compose.yml		docker-compose.yml
fly.toml		fly.toml
gradlew		gradlew
gradlew.bat		gradlew.bat
settings.gradle.kts		settings.gradle.kts
slack-app-dev-manifest.json		slack-app-dev-manifest.json
slack-app-manifest.json		slack-app-manifest.json

License

abistama/support-hero

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