Hi,
I think about create an interface to our ticketing system (OTRS).
After some search i haven’t find any existing interface.
The purpose is to have a command to show a ticket summary by his id and on the over hand to send message to user when a ticket in is queue is modified.
To do that what is the best betwenn App and bot ?
Thanks
I believe, that apps can only react to direct user interaction, like calling /poll. So for the second part of your interface you would most likely need a bot/incoming webhook.
Since yesterday i’ve search some information (documentation is very poor 
) and found this video :
Rocket.Chat Apps Development Webinar
and at 20:34 after deployement the app expose a POST webhook on localhost:3000/api/apps/public/…
So it seem an app be able to react a some external events like the BitBucket App : https://docs.rocket.chat/guides/rocket-chat-apps/atlassian/bitbucket-server-integration
Yes i’ve used this app as an example.
I made an app but it’s not clear in which case it’s better to create an app and in which cas a bot.