FreeScout Notifier

A robust Go application that monitors FreeScout tickets and sends intelligent Slack notifications when tickets need attention. Built with business hours awareness, cooldown protection, and comprehensive logging.

🚀 Features

Smart Notifications

• Open Tickets: Notifies when tickets haven't received agent responses within configurable thresholds
• Pending Tickets: Alerts when tickets are waiting for customer responses too long
• Cooldown Protection: Prevents notification spam with configurable cooldown periods
• Rate Limiting: Controls notification bursts to avoid overwhelming channels

Business Hours Intelligence

• Working Hours: Only sends notifications during configured business hours
• Holiday Support: Respects company holidays loaded from JSON configuration
• Queue Management: Automatically queues notifications outside business hours and sends them when work starts
• Timezone Support: Configurable timezone handling for global teams

Production Ready

• Structured Logging: JSON and text output formats with configurable verbosity
• Database Management: Automatic cleanup of old records and SQLite optimization
• Connection Testing: Built-in health checks for FreeScout and Slack
• Statistics: Comprehensive metrics and reporting
• Docker Support: Production-ready containerization
• Systemd Integration: Service files for automated scheduling

📋 Requirements

• Go 1.21+ for building from source
• FreeScout Instance with MySQL database access
• Slack Workspace with incoming webhook configured
• Linux/macOS for production deployment (Windows support available)

🔧 Installation

Option 1: Download Binary (Recommended)

# Download latest release
curl -L https://github.com/voicetel/freescout-notifier/releases/latest/download/freescout-notifier-linux-amd64 -o freescout-notifier
chmod +x freescout-notifier

Option 2: Build from Source

# Clone repository
git clone https://github.com/voicetel/freescout-notifier.git
cd freescout-notifier

# Build binary
go build -o freescout-notifier .

# Or use make
make build

Option 3: Docker

# Pull image
docker pull ghcr.io/voicetel/freescout-notifier:latest

# Or build locally
docker build -t freescout-notifier .

Option 4: Automated Installation (Linux)

# Download and run installation script
curl -sSL https://raw.githubusercontent.com/voicetel/freescout-notifier/main/install.sh | sudo bash

⚙️ Configuration

Database Connection (DSN)

The application uses a MySQL DSN (Data Source Name) for database connection:

--freescout-dsn "user:password@tcp(host:port)/database?parseTime=true&timeout=30s"

DSN Format Examples:

# Local MySQL
"freescout_user:mypassword@tcp(localhost:3306)/freescout?parseTime=true"

# Remote MySQL with SSL
"user:pass@tcp(db.example.com:3306)/freescout?tls=true&parseTime=true"

# MySQL with custom timezone
"user:pass@tcp(localhost:3306)/freescout?parseTime=true&loc=America%2FChicago"

Command Line Flags

Database & FreeScout

--freescout-dsn string     Database DSN (default: "user:password@tcp(localhost:3306)/freescout?parseTime=true&timeout=30s")
--freescout-url string     FreeScout base URL for ticket links (required)
--db-path string          SQLite database path (default: "./notifications.db")

Slack Integration

--slack-webhook string     Slack webhook URL (required)
--slack-timeout duration  Request timeout (default: 10s)
--slack-retry-attempts int Retry attempts (default: 3)

Notification Rules

--open-threshold duration     Time before notifying about open tickets (default: 2h)
--pending-threshold duration  Time before notifying about pending tickets (default: 24h)
--cooldown-period duration    Cooldown between notifications (default: 4h)
--max-notifications-per-run int Maximum notifications per run (default: 50)

Business Hours

--business-hours-enabled       Enable business hours (default: true)
--business-hours-start int     Start hour 0-23 (default: 9)
--business-hours-end int       End hour 0-23 (default: 17)
--business-hours-timezone string Timezone (default: "America/Chicago")
--business-hours-days string   Work days "1,2,3,4,5" (default: Mon-Fri)
--holidays-file string         Path to holidays JSON file

Operational

--config-file string      JSON configuration file path
--dry-run                 Check tickets but don't send notifications
--verbose                 Enable verbose logging
--log-format string       "text" or "json" (default: "text")
--stats                   Print statistics
--cleanup                 Clean old records and exit
--retention-days int      Days to retain history (default: 90)

Configuration File

Create a JSON configuration file for easier management:

{
  "freescout": {
    "dsn": "freescout_user:password@tcp(localhost:3306)/freescout?parseTime=true",
    "url": "https://support.yourcompany.com"
  },
  "slack": {
    "webhook_url": "https://hooks.slack.com/services/YOUR/SLACK/WEBHOOK",
    "timeout": "10s",
    "retry_attempts": 3
  },
  "open_threshold": "2h",
  "pending_threshold": "24h",
  "cooldown_period": "4h",
  "max_notifications": 50,
  "business_hours": {
    "enabled": true,
    "start_hour": 9,
    "end_hour": 17,
    "timezone": "America/Chicago",
    "work_days": [1, 2, 3, 4, 5],
    "notify_on_open": true,
    "holidays_file": "/etc/freescout-notifier/holidays.json"
  },
  "verbose": true,
  "log_format": "json",
  "stats": true
}

Holidays Configuration

Create a holidays.json file:

{
  "holidays": [
    "2024-01-01",
    "2024-07-04",
    "2024-12-25",
    "2025-01-01"
  ]
}

🚀 Usage

Quick Start

1. Initialize the database:

./freescout-notifier --init-db --config-file config.json

2. Test connections:

./freescout-notifier --check-connections \
  --freescout-dsn "user:pass@tcp(localhost:3306)/freescout?parseTime=true" \
  --freescout-url "https://support.company.com" \
  --slack-webhook "https://hooks.slack.com/services/..."

3. Run a dry-run test:

./freescout-notifier --dry-run --verbose --config-file config.json

4. Run normally:

./freescout-notifier --config-file config.json --stats

Production Deployment

Option 1: Systemd (Recommended)

# Install using the automated script
sudo ./install.sh

# Configure
sudo cp config.example.json /etc/freescout-notifier/config.json
sudo editor /etc/freescout-notifier/config.json

# Initialize database
sudo -u freescout-notifier /usr/local/bin/freescout-notifier \
  --init-db --config-file /etc/freescout-notifier/config.json

# Enable and start
sudo systemctl enable freescout-notifier.timer
sudo systemctl start freescout-notifier.timer

# Check status
sudo systemctl status freescout-notifier.timer
sudo journalctl -u freescout-notifier.service -f

Option 2: Cron

# Add to crontab - check every 15 minutes
*/15 * * * * /usr/local/bin/freescout-notifier --config-file /etc/freescout-notifier/config.json >/dev/null 2>&1

Option 3: Docker

# Run with config file
docker run -d \
  --name freescout-notifier \
  -v /path/to/config.json:/etc/freescout-notifier/config.json \
  -v /path/to/data:/var/lib/freescout-notifier \
  ghcr.io/voicetel/freescout-notifier:latest

# Run with environment variables
docker run -d \
  --name freescout-notifier \
  -e FREESCOUT_DSN="user:pass@tcp(host:3306)/freescout?parseTime=true" \
  -e FREESCOUT_URL="https://support.company.com" \
  -e SLACK_WEBHOOK="https://hooks.slack.com/services/..." \
  ghcr.io/voicetel/freescout-notifier:latest

Maintenance Commands

# View statistics
./freescout-notifier --stats-only --config-file config.json

# Clean up old records
./freescout-notifier --cleanup --retention-days 30 --config-file config.json

# Test specific components
./freescout-notifier --check-connections --config-file config.json

# Export configuration template
./freescout-notifier --config-file config.json --save-config config-backup.json

📊 Monitoring & Logging

Log Formats

Text Format (Human Readable):

2024-01-15 10:30:00 INF Starting FreeScout Notifier business_hours_enabled=true dry_run=false
2024-01-15 10:30:01 INF Sent notification for ticket #1234

JSON Format (Machine Readable):

{"time":"2024-01-15T10:30:00Z","level":"INFO","msg":"run_completed","stats":{"tickets_checked":15,"notifications_sent":3}}

Statistics Output

=== FreeScout Notifier Statistics ===

Total Notifications: 1,247

By Status:
  sent: 1,198
  queued: 49
  pending: 0

By Type:
  open_no_agent_response: 856
  pending_no_customer_response: 391

Sent in Last 24 Hours: 23
Current Queue Size: 5

Business Hours Bursts (Last 7 Days):
  Events: 12
  Notifications Sent: 67

Response Times (Last 7 Days):
  Average: 127.3 minutes
  Minimum: 45.0 minutes
  Maximum: 480.0 minutes

🔧 Development

Prerequisites

# Install Go 1.21+
# Install golangci-lint for linting
# Install make for build automation

Setup

# Clone and setup
git clone https://github.com/voicetel/freescout-notifier.git
cd freescout-notifier

# Install dependencies
go mod download

# Run tests
go test ./...

# Lint code
golangci-lint run

# Build
make build

# Run locally
./freescout-notifier --check-connections --dry-run

Project Structure

freescout-notifier/
├── internal/
│   ├── config/            # Configuration management
│   ├── database/          # Database connections and queries
│   ├── logging/           # Structured logging
│   ├── models/            # Data models
│   ├── notifier/          # Core business logic
│   └── slack/             # Slack client
├── deployments/           # Docker and systemd files
├── docs/                  # Documentation
├── scripts/               # Build and deployment scripts
└── tests/                 # Integration tests

Testing

# Unit tests
go test ./...

# Integration tests (requires test database)
go test -tags=integration ./...

# Benchmarks
go test -bench=. ./...

# Coverage
go test -cover ./...

🤝 Contributing

1. Fork the repository
2. Create a feature branch: git checkout -b feature/amazing-feature
3. Make your changes and add tests
4. Run linting: golangci-lint run
5. Run tests: go test ./...
6. Commit your changes: git commit -m 'Add amazing feature'
7. Push to branch: git push origin feature/amazing-feature
8. Open a Pull Request

Code Style

• Follow Go Code Review Comments
• Use gofmt for formatting
• Add tests for new functionality
• Update documentation for user-facing changes

📝 License

This project is licensed under the MIT License - see the LICENSE file for details.

🆘 Support

• Issues: GitHub Issues

🎯 Roadmap

• Multi-channel support (Teams, Discord, Email)
• Web dashboard for configuration and monitoring
• Ticket assignment suggestions based on workload
• SLA tracking and breach notifications
• Custom notification templates
• Prometheus metrics export
• High availability deployment options

🙏 Acknowledgments

• FreeScout team for the excellent help desk software
• Go community for the amazing language and ecosystem
• All contributors who help improve this project

🙌 Contributors

We welcome, acknowlege, and appreciate contributors. Thanks to these awesome people for making this project possible:

Michael Mavroudis

💖 Sponsors

We gratefully acknowledge the support of our amazing sponsors:

Sponsor	Contribution
VoiceTel Communications	Everything :)

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Made with ❤️ for better customer support