slacktriage

SlackTriage is a production-grade support ticket management system that captures Slack messages via webhooks, analyzes them with OpenAI GPT-4 to suggest priority (P0–P3) and category (bug/feature/support), tracks SLA deadlines, and provides a filterable triage UI for support teams. It includes thread-aware re-analysis when new replies arrive, emoji-based priority hints (🔥, ⚠️, etc.), background job processing via Redis, and integration hooks for Jira/Trello. The tool is designed for teams handling customer support or internal requests through Slack channels, enabling faster response and better organization.

Built to solve real support-team workflow challenges: automatically capturing support requests from Slack without manual triage, intelligently prioritizing incoming issues with AI to reduce human overhead, tracking SLA compliance, and preventing critical issues from being lost in busy channels. The extensive documentation (AI re-analysis tracking, thread monitoring, Jira/Trello integration plans) and production features (Google OAuth, timezone config, job queue) suggest this was built to meet an actual operational need, likely for a team managing high volumes of support messages across multiple Slack channels.

PHP 8.x backend with Symfony routing, Twig templating, MySQL database, Redis job queue, Docker Compose for local development, OpenAI GPT-4 API for analysis, Slack Events API webhooks, TailwindCSS for UI. Includes Docker deployment config and automated background workers for async processing.

Last active Dec 22, 2025 — 69 commits across 7 active days (spanning 69 days).

Active development over 69 days (October to December 2025) with 69 commits concentrated in just 7 distinct working sessions. The commit pattern shows intense, focused bursts of work rather than daily iteration—suggests this was built alongside other responsibilities, likely as an internal tool to solve an urgent operational problem. Most commits cluster in December (46 commits) following an initial October prototype (23 commits).

This is clearly production software: comprehensive Google OAuth implementation, detailed deployment checklist and Dokploy config, SLA breach diagnostics and fix scripts, extensive troubleshooting guides, timezone configuration, monitoring documentation, migration strategy, and thorough testing guides. The docs reference real operational concerns (485 unanalyzed threads backlog, historical SLA breach cleanup). The private repo status, lack of stars, and operational focus all point to an internal tool actively serving a real team's support workflow.