When a customer reports a bug, your developers probably track it somewhere else. Connect a GitHub repository to Tender and your support staff can create a GitHub issue from a discussion, or link a discussion to an issue that already exists. When the issue is closed or reopened, Tender notes it in the discussion and puts the discussion back in Pending, so you know it's time to tell the customer.
Tender also works with Lighthouse.
Connect a repository
- In your dashboard, go to Account & Settings › Extras, then Ticket Tracker in the sidebar.
- Click Github Issues (if you already have a tracker, click + Add Ticketing first).
- GitHub asks you to sign in and to authorize Tender. Tender asks for access to your repositories, so that it can read and create issues.
- Back in Tender, choose the Repository. Tender shows a preview of its open issues.
- Tick Share if the rest of your support team should use this connection too. Issues they create will then be created by your GitHub account.
- Click Save Tracker.
To connect more repositories, add a tracker for each one. A tracker's repository can't be changed afterwards: add a new tracker and remove the old one.
The webhook
GitHub tells Tender about changes to its issues through a webhook on the repository. Tender adds it when you save, if your GitHub account is an admin of the repository.
If it isn't, the tracker page says so, and lists the settings a repository admin needs to add the webhook by hand, in the repository's Settings › Webhooks on GitHub: the URL shown on the page, content type application/json, no secret, and the events Issues, Issue comments and Pull requests. It only needs to be done once for the whole team.
Once the repository is saved, its page also has Update (ticked unless you untick it: put discussions back in Pending when their issue changes) and Test connection, which checks that Tender can still read the repository's issues.
Pick a repository per queue or category
If you have several repositories, you can say which one each queue or category's issues usually go to. Edit the queue (Manage Queues) or the category (Manage Categories) and choose a GitHub repository. When someone attaches a ticket to a discussion in that queue or category, that repository is offered first.
Attach an issue to a discussion
In a discussion, your support staff see Attach a Ticket in the Status box on the right. Customers don't see it.
Click it, then either:
- search the repository by issue number or keywords and pick an issue, or
- fill in Create a new ticket (a title, a description and tags) and click Create Ticket.
If you have more than one tracker, choose which one at the top.
Tender links the issue to the discussion, marks the discussion as having a ticket open, and adds an internal note such as "GitHub issue juniper/juniper-app#1487 was created for this discussion". On GitHub, the issue gets a comment with a link back to the discussion.
Customers see that a ticket is open and its number, but not the link to your repository. Your staff can remove the link with delete? beside it.
When the issue changes
When the issue is closed or reopened on GitHub, Tender adds an internal note ("… was closed.") to every discussion linked to it and, with Update ticked, puts those discussions back in Pending. Closing the issue doesn't resolve the discussion: reply to the customer, then resolve it.