How to Automate Slack Support Tickets using the API

1import os
2import time
3import logging
4import threading
5from flask import Flask, request, jsonify
6from slack_sdk import WebClient
7from slack_bolt import App
8from slack_bolt.adapter.flask import SlackRequestHandler
9
10logging.basicConfig(level=logging.INFO)
11logger = logging.getLogger(__name__)
12
13bolt_app = App(
14    token=os.environ['SLACK_BOT_TOKEN'],
15    signing_secret=os.environ['SLACK_SIGNING_SECRET']
16)
17client = WebClient(token=os.environ['SLACK_BOT_TOKEN'])
18SUPPORT_AGENT_ID = os.environ.get('SUPPORT_AGENT_ID', 'U_SUPPORT')
19handler = SlackRequestHandler(bolt_app)
20flask_app = Flask(__name__)
21
22def build_ticket_blocks(ticket_id, user_id, description, status='Open'):
23    return [
24        {
25            'type': 'section',
26            'text': {'type': 'mrkdwn',
27                     'text': f'*Support Ticket #{ticket_id}*\n*From:* <@{user_id}>\n*Issue:* {description}\n*Status:* {status}'}
28        },
29        {'type': 'divider'},
30        {
31            'type': 'actions',
32            'elements': [
33                {'type': 'button', 'text': {'type': 'plain_text', 'text': 'Claim'},
34                 'action_id': 'ticket_claim', 'value': str(ticket_id)},
35                {'type': 'button', 'text': {'type': 'plain_text', 'text': 'Escalate'},
36                 'action_id': 'ticket_escalate', 'value': str(ticket_id), 'style': 'primary'},
37                {'type': 'button', 'text': {'type': 'plain_text', 'text': 'Close'},
38                 'action_id': 'ticket_close', 'value': str(ticket_id), 'style': 'danger'}
39            ]
40        }
41    ]
42
43@bolt_app.command('/support')
44def handle_support_command(ack, command, respond):
45    ack()  # Ack within 3 seconds
46    user_id = command['user_id']
47    description = command.get('text') or 'No description provided'
48    threading.Thread(
49        target=_create_ticket_bg,
50        args=(user_id, description, respond)
51    ).start()
52
53def _create_ticket_bg(user_id, description, respond):
54    try:
55        ticket_id = int(time.time())
56        # Create private channel
57        channel = client.conversations_create(
58            name=f'ticket-{ticket_id}', is_private=True
59        )['channel']
60        channel_id = channel['id']
61        # Invite requester and support
62        client.conversations_invite(
63            channel=channel_id, users=f'{user_id},{SUPPORT_AGENT_ID}'
64        )
65        # Post and pin ticket card
66        post = client.chat_postMessage(
67            channel=channel_id,
68            text=f'Support Ticket #{ticket_id}',
69            blocks=build_ticket_blocks(ticket_id, user_id, description)
70        )
71        client.pins_add(channel=channel_id, timestamp=post['ts'])
72        respond({'response_type': 'ephemeral',
73                 'text': f'Ticket #{ticket_id} created! See <#{channel_id}>'})
74        logger.info(f'Ticket {ticket_id} created in {channel_id}')
75    except Exception as e:
76        logger.error(f'Ticket creation failed: {e}')
77        respond({'response_type': 'ephemeral', 'text': f'Error: {str(e)}'})
78
79@bolt_app.action('ticket_claim')
80def handle_claim(ack, body, client):
81    ack()
82    tid = body['actions'][0]['value']
83    agent = body['user']['id']
84    client.chat_update(
85        channel=body['channel']['id'], ts=body['message']['ts'],
86        text=f'Ticket #{tid} — Claimed',
87        blocks=[{'type': 'section', 'text': {'type': 'mrkdwn',
88                 'text': f'*Ticket #{tid}* :green_circle: Claimed by <@{agent}>'}}]
89    )
90
91@bolt_app.action('ticket_close')
92def handle_close(ack, body, client):
93    ack()
94    cid = body['channel']['id']
95    tid = body['actions'][0]['value']
96    agent = body['user']['id']
97    client.chat_postMessage(
98        channel=cid, text=f':white_check_mark: Ticket #{tid} closed by <@{agent}>.'
99    )
100    client.conversations_archive(channel=cid)
101
102@flask_app.route('/slack/events', methods=['POST'])
103def slack_events():
104    return handler.handle(request)
105
106if __name__ == '__main__':
107    flask_app.run(port=3000)