= Overview = Pebkac is the customer support application within Phabricator. Its name is an acronym which stands for "problem exists between keyboard and chair." Despite this goofy name, pebkac takes customer support very seriously, enabling users to track customer issues all over the Internet and respond as closely to the source of the complaint as possible. = Object Overview = - `PebkacContactSource` - User-defined source of contacts - Example 1 (pull) - Twitter posts with #phabricator in them - Example 2 (push) - Emails to 'helpme@example.com' - Daemons periodically do pulls for `PebkacContactSource` objects that need them - `PebkacContact` - An actual contact as defined by a `PebkacContactSource`. - Further communication resides within Phabricator *and* medium defined by `PebkacContentSource`\ - Daemons periodically do pulls for `PebkacContact` objects that need them. - Content is also pulled at view time for `PebkacContact` objects that need updates - `PebkacContactQueue` - Groupings of one or more `PebkacContactSource` - Workers pull contacts from these queues to work = Product Overview = Pebkac has three main views - user home page - shows recent `PebkacContact`s from `PebkacContactQueue`s the user cares about - contact view for user - contact view for customer Within pebkac, users operate on the contact object primarily. When users interact, communication "automagically" happens as close to the source of the complaint as possible -- e.g. twitter complaints get tweet backs or whatever the kids call those things these days. The contact view should - surface all known communication for the contact - surface pertinent information about the customer(s) facing the problem - be designed for both throughput and accuracy The contact view should also be viewable by the customer(s) though with pertinent information and abilities stripped out and new ones added. Customers should also have a list of their other tickets handy on any ticket single view page. Contacts benefit from an organization mechanism known as queues. Queues can represent problems or types of problems, or otherwise be used as an arbitrary mechanism to group tickets for processing based on the contact source. The user home page should show the various queues and the status they have. = Desired Contact Source Types = - twitter - facebook - quora - stack overflow - email - web form on Phabricator - IRC

= Overview = Pebkac is the customer support application within Phabricator. Its name is an acronym which stands for "problem exists between keyboard and chair." Despite this goofy name, pebkac takes customer support very seriously, enabling users to track customer issues all over the Internet and respond as closely to the source of the complaint as possible. = Object Overview = - `PebkacContactSource` - User-defined source of contacts - Example 1 (pull) - Twitter posts with #phabricator in them - Example 2 (push) - Emails to 'helpme@example.com' - Daemons periodically do pulls for `PebkacContactSource` objects that need them - `PebkacContact` - An actual contact as defined by a `PebkacContactSource`. - Further communication resides within Phabricator *and* medium defined by `PebkacContentSource`\ - Daemons periodically do pulls for `PebkacContact` objects that need them. - Content is also pulled at view time for `PebkacContact` objects that need updates - `PebkacContactQueue` - Groupings of one or more `PebkacContactSource` - Workers pull contacts from these queues to work = Product Overview = Pebkac has three main views - user home page - shows recent `PebkacContact`s from `PebkacContactQueue`s the user cares about - contact view for user - contact view for customer Within pebkac, users operate on the contact object primarily. When users interact, communication "automagically" happens as close to the source of the complaint as possible -- e.g. twitter complaints get tweet backs or whatever the kids call those things these days. The contact view should - surface all known communication for the contact - surface pertinent information about the customer(s) facing the problem - be designed for both throughput and accuracy The contact view should also be viewable by the customer(s) though with pertinent information and abilities stripped out and new ones added. Customers should also have a list of their other tickets handy on any ticket single view page. If a customer contacts again on the same contact source, if there is any open contact the communication is added there. This serves to aggregate contacts from zealous customers. Contacts benefit from an organization mechanism known as queues. Queues can represent problems or types of problems, or otherwise be used as an arbitrary mechanism to group tickets for processing based on the contact source. The user home page should show the various queues and the status they have. = Desired Contact Source Types = - twitter - facebook - quora - stack overflow - email - web form on Phabricator - IRC

= Overview = Pebkac is the customer support application within Phabricator. Its name is an acronym which stands for "problem exists between keyboard and chair." Despite this goofy name, pebkac takes customer support very seriously, enabling users to track customer issues all over the Internet and respond as closely to the source of the complaint as possible. = Object Overview = - `PebkacContactSource` - User-defined source of contacts - Example 1 (pull) - Twitter posts with #phabricator in them - Example 2 (push) - Emails to 'helpme@example.com' - Daemons periodically do pulls for `PebkacContactSource` objects that need them - `PebkacContact` - An actual contact as defined by a `PebkacContactSource`. - Further communication resides within Phabricator *and* medium defined by `PebkacContentSource`\ - Daemons periodically do pulls for `PebkacContact` objects that need them. - Content is also pulled at view time for `PebkacContact` objects that need updates - `PebkacContactQueue` - Groupings of one or more `PebkacContactSource` - Workers pull contacts from these queues to work = Product Overview = Pebkac has three main views - user home page - shows recent `PebkacContact`s from `PebkacContactQueue`s the user cares about - contact view for user - contact view for customer Within pebkac, users operate on the contact object primarily. When users interact, communication "automagically" happens as close to the source of the complaint as possible -- e.g. twitter complaints get tweet backs or whatever the kids call those things these days. The contact view should - surface all known communication for the contact - surface pertinent information about the customer(s) facing the problem - be designed for both throughput and accuracy The contact view should also be viewable by the customer(s) though with pertinent information and abilities stripped out and new ones added. Customers should also have a list of their other tickets handy on any ticket single view page. If a customer contacts again on the same contact source, if there is any open contact the communication is added there. This serves to aggregate contacts from zealous customers. Contacts benefit from an organization mechanism known as queues. Queues can represent problems or types of problems, or otherwise be used as an arbitrary mechanism to group tickets for processing based on the contact source. The user home page should show the various queues and the status they have. = Desired Contact Source Types = - twitter - facebook - quora - stack overflow - email - web form on Phabricator - IRC