Connect a Lighthouse project to Tender and your support staff can create Lighthouse tickets from discussions, or link a discussion to a ticket that already exists. When the ticket's state changes, Tender notes it in the discussion and can put the discussion back in Pending, so you know it's time to tell the customer.
Tender also works with GitHub.
What you need from Lighthouse
- Your account's subdomain: the
yourcompanyinyourcompany.lighthouseapp.com. - An API token with full access. Make one in Lighthouse under your profile's API tokens. A read-only token can't create tickets.
Connect a project
- In your dashboard, go to Account & Settings › Extras, then Ticket Tracker in the sidebar.
- Click Lighthouse (if you already have a tracker, click + Add Ticketing first).
- Fill in the form:
- Name: what your staff will see when they pick a tracker.
- Account subdomain and API key: your subdomain and the token.
- Project ID: once Tender has checked your token, choose the project from the list.
- Update: leave it ticked to put a discussion back in Pending when its ticket changes.
- Share: tick it if the rest of your support team should create tickets with this token too (they'll be created by the token's Lighthouse user, so a shared "bot" user works well).
- Click Save your changes.
Attach a ticket 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 Lighthouse by ticket number or keywords and pick a ticket, or
- fill in Create a new ticket (a title, a description and tags) and click Create Ticket.
Searches use Lighthouse's search, so you can narrow them the same way: export state:open finds open tickets about exports.
Tender links the ticket to the discussion, marks the discussion as having a ticket open, adds an internal note such as "Lighthouse ticket #42 was created for this discussion", and comments on the Lighthouse ticket with a link back. Customers see that a ticket is open and its number, but not a link to Lighthouse. Your staff can remove the link with delete? beside it.
When the ticket changes
When the ticket is resolved or reopened in Lighthouse, Tender adds an internal note to every discussion linked to it and, with Update ticked, puts them back in Pending. Resolving the ticket doesn't resolve the discussion: reply to the customer, then resolve it.