I’ve open-sourced "SupportHero" [1], a Slack-to-Jira support bot inspired by a similar, internal one, built by a colleague where I work.
The original idea was simple: reacting to a Slack message would automatically create a ticket. This reduced friction for users (“please create me a ticket” was no longer needed), provided platform teams with better visibility into support load, and surfaced real demand. I extended it while leading the Runtime team, then rewrote it as "SupportHero".
For a while, it sat on the shelf: useful, but not perfect. Recently, inspired by the builder mentality I see in projects like DHH’s Omarchy, I decided just to clean it up, write some docs, and release it.
It’s not something I plan to monetize, and it’s not a polished product. But that’s the point: sometimes you don’t need a business plan or a launch strategy. You can simply build things and open-source them.
The code is tested, easy to deploy, and can serve as a base for teams who want to automate away this kind of support overhead.
joaoqalves•5mo ago
The original idea was simple: reacting to a Slack message would automatically create a ticket. This reduced friction for users (“please create me a ticket” was no longer needed), provided platform teams with better visibility into support load, and surfaced real demand. I extended it while leading the Runtime team, then rewrote it as "SupportHero".
For a while, it sat on the shelf: useful, but not perfect. Recently, inspired by the builder mentality I see in projects like DHH’s Omarchy, I decided just to clean it up, write some docs, and release it.
It’s not something I plan to monetize, and it’s not a polished product. But that’s the point: sometimes you don’t need a business plan or a launch strategy. You can simply build things and open-source them.
The code is tested, easy to deploy, and can serve as a base for teams who want to automate away this kind of support overhead.
More details and the backstory in my blog post.
1 - https://github.com/abistama/support-hero