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TicketPulse

TicketPulse is a Zendesk and Slack integration platform that provides SLA alerting, tag-based notifications, and configurable daily ticket summaries. It features a web dashboard with Google OAuth authentication for managing users, alert configurations, and Zendesk/Slack settings.

Features

• SLA Monitoring -- Polls Zendesk for tickets approaching or breaching SLA targets and sends tiered alerts to Slack channels at configurable thresholds (3h, 2h, 1h, 30m, 15m, and breach).
• Tag-Based Alerts -- Configure per-user tag alert rules that notify specific Slack channels when matching tickets are created or updated by end users.
• Daily Summaries -- Scheduled daily ticket summaries delivered via Slack DM, with configurable delivery time, timezone, work hours, and tag/ticket filters.
• Daily Alert Log -- An admin-configured daily digest posted to a Slack channel summarizing all alerts, acknowledgments, and skipped alerts from the previous day.
• Web Dashboard -- View alert history and statistics with charts covering the last 14 days.
• Admin Panel -- Manage users, tag alert rules, and Zendesk/Slack configuration from the web UI.
• Acknowledge Flow -- Slack message buttons let agents acknowledge alerts, which assigns the ticket in Zendesk and adds an internal note.

Quick Links

Topic	Description
Getting Started	Prerequisites, installation, and first-run setup
Configuration	Environment variables and UI-managed settings
Architecture	System design, components, and startup flow
Deployment	Docker, docker-compose, and production guidance
Zendesk Integration	How polling, SLA tracking, and ticket detection work
Slack Integration	Slack app setup, Socket Mode, and alert delivery
Alert System	Alert types, tag matching, deduplication, and acknowledgment
Daily Summaries	Per-user daily summary configuration and scheduling
Daily Alert Log	Admin-level daily alert digest
Web Dashboard	Dashboard, profile, alerts, and admin pages
Authentication and Security	OAuth, sessions, CSRF, encryption, and security headers
Database	Schema, migrations, and data retention
API and Endpoints	Complete HTTP route reference
Logging	Log formats, file output, and debug areas
Development	Local dev, testing, linting, and CI/CD
Troubleshooting	Common issues and how to resolve them

Technology Stack

Component	Technology
Language	Go 1.25
Database	SQLite (via modernc.org/sqlite)
Migrations	Goose (embedded SQL)
Web Framework	Gorilla Mux, gorilla/csrf, gorilla/sessions
Authentication	Google OAuth 2.0
Zendesk API	go-zendesk client library + direct REST calls
Slack API	slack-go/slack with Socket Mode
Templates	Go html/template with Tailwind CSS
Testing	testify, in-memory SQLite, httptest
CI/CD	GitHub Actions, Docker Hub