SLAH Considerations merge / refactor suggestions

Quick preface, per testing from this issue. I created a bot with the ideas I thought could be made to improve the SLA messages. This is an attempt to merge that bot, into this bot.

There is a lot of changes here, a lot of opinionated changes, and I don't expect it to be fully merged. I wanted to store/share the work I've done. But I do feel bad for taking a big ol' hamma when making changes everywhere.

Goals

Move slack SLA messages to a new channel

• Reduce spam in support_self-managed
• Bring back self-managed as a focused troubleshooting assistance/collaboration channel

More information on tickets

• Ticket Status
• Human readable time
• Ticket assignee status
• Priority
• Ping Owners

Enable SLA Hawks

• Marking tickets as 'resolved' / visual clarity
• SOS reaction to request help (WIP)
• CC'ing ticket owners / cc'ing participants

Resolve

resolve

Threads / SOS

sos_Project

Other notes / Refactoring

• Zendesk Ticket Class/Shim
  • Extend Zendesk class to provider more helpers
  • Move some of the ticket specific code into helpers
• Gemfile
  • All requires in supportbot.rb
• Slack Realtime
  • Support Reaction
  • Message updating
  • Threads / SOS
• Slack modules for formatting and finding users
• rubocop lint / auto correct all the things
• Time Difference for human readable components (e.g. 45 minutes left)
• Module/Classes include class variables
  • Store/cache Zendesk Client
  • Logger

Related Issues

• Support Response Crew