Experience sharing: building an AI Agent to Triage GitHub, Discourse, and Email (A Real-World Use Case for OSS Maintenance)

I co-founded **Seafile** 14 year ago, an open-source file sync platform. As the community grew, our support surface became a nightmare: * **GitHub** for technical bugs. * **Discourse** for community discussions. * **Email** for private support. We were spending hours just finding context to resolve an issue. Now we built an Agentic tool to make it easy. Here I like to share how it is done. We divide the system into three components: **1. The Knowledge Sync Layer** The system can sync contents from Notion, Confluence, and documentation site. This ensures the agent always have the latest knowledge. **2. The Multi-Channel Pipeline** It continuously pulls issues and comments from GitHub, Discourse, and Email. **3. The Agentic Loop** Instead of replying instantly (and potentially getting it wrong), the agent monitors the stream and generates related contents to an issue and actionable suggestions. We built the UI to show the agent’s "thought process" in a timeline format: * **Event:** What triggered it? (e.g., "New GitHub Issue #402") * **Analysis:** What did the agent find? (e.g., "This looks like a regression from v8.0 based on a similar Discourse post.") * **Suggestion:** The specific action (e.g., "Assign label: Bug; Draft reply explaining the workaround.") The agent has a specific "toolbox": * **Metadata:** Assigning GitHub issue types/labels. * **Communication:** Drafting comments for GitHub/Forums or Email replies. * **Internal:** Creating a ticket for the dev team if the community post is confirmed as a bug. **The Result** The system acts as a **Knowledge Context Layer.** Humans stay in the loop to approve the final action, but the "mental tax" of researching the background of every ticket is down to near zero. I'm quite satisfied with the system and it can resolve most of our daily support tasks.