Ollie

Ollie is FloatMe’s automated support assistant service. It handles support ticket creation and routing through Zendesk — enriching each ticket with user context (membership tier, float eligibility, loan status) and applying tags and macros to streamline support workflows.

What This Service Owns

Domain Responsibility

Ticket Creation

Accepts ticket requests from mobile clients, enriches them with user context, and creates them in Zendesk with appropriate tags and custom fields

User Context Enrichment

Fetches membership tier, float eligibility, and active loan status to tag tickets before submission

Zendesk Automation

Applies macros for common scenarios (cancellation with active/defaulted/retry float) and tags tickets with ollie_skipped when escalating to human agents

Ticket Categories

Exposes the list of available request reason categories sourced from a Zendesk custom field

File Attachments

Accepts base64-encoded file attachments (up to 2 MB) and uploads them to Zendesk before attaching to the ticket

Lambda Functions

Function Trigger Purpose

prod-ollie-api

API Gateway (AWS IAM)

Primary REST API — ticket creation with user enrichment, ticket category lookup

External Dependencies

Service Role

Zendesk

Support ticket platform — ticket and user management, macro application, attachment uploads, and category field definitions

User Service

User profile data (name, email, membership tier) attached to each ticket as custom fields and tags

Underwriting Service

Float eligibility check — determines whether to apply float-related tags to the ticket

LOC Service

Active installment loan lookup — determines whether to apply installment_loan or has_active_installment_loan tags

AWS Secrets Manager

Stores Zendesk API credentials and the Datadog API key

Datadog

APM tracing, Lambda metrics, and SLO monitoring

Documentation