GitHub is a cloud-based development platform that enables teams to manage source code, track issues, collaborate on software projects, and maintain project documentation. The GitHub integration in BoldDesk helps support and engineering teams work together more effectively by linking GitHub issues directly to support tickets.

Once configured, agents can create, link, and manage GitHub issues from within BoldDesk. Comments and updates can be synchronized between both platforms, providing visibility into bug reports, feature requests, and development progress while reducing manual effort and keeping teams aligned.

Key Features

• Create GitHub issues directly from BoldDesk tickets.
• Link existing GitHub issues to BoldDesk tickets.
• Synchronize ticket notes and GitHub issue comments.
• View GitHub issue details such as repository, issue number, status, labels, and assignee directly within a ticket.
• Display GitHub issue updates within BoldDesk.
• Restrict access to selected repositories and synchronization settings.
• Control user access through BoldDesk app permissions.

Prerequisites

Before installing the GitHub integration, ensure the following:

• You have Admin access in BoldDesk.
• You have permission to install and authorize GitHub applications.
• The GitHub account used for authorization has access to the repositories that need to be linked with BoldDesk.
• Repository administrators have granted the necessary permissions for issue management.

Install and Configure GitHub

Step 1. Install the GitHub App

To install the GitHub integration, follow the steps below:

1. Navigate to Admin Menu > Marketplace.

2. Search for GitHub.

3. Select the GitHub application.

4. Click Install.
   

   
   
   

5. Authorize the integration by logging into your GitHub account.
   

   
   
   

Step 2. Configure GitHub Integration

After authorization:

1. Select the repositories that agents should be allowed to access.

2. Click Next to configure synchronization actions.

3. Choose the actions that should occur between BoldDesk tickets and GitHub issues.

4. Configure app permissions to control who can view, create, and link GitHub issues.

5. Click Save to complete the configuration.
   

   
   
   

Synchronization Options

You can configure how information is synchronized between BoldDesk tickets and GitHub issues. Depending on the available settings, supported actions may include:

• Synchronizing BoldDesk ticket notes to GitHub issue comments.
• Synchronizing GitHub issue comments to BoldDesk ticket notes.
• Displaying GitHub issue updates within BoldDesk.
• Maintaining associations between tickets and linked GitHub issues.

App Permissions

Configure app permissions to determine which users or roles can:

• View linked GitHub issues.
• Create GitHub issues from tickets.
• Link existing GitHub issues.
• Access repository information.
• View synchronized updates and comments.

Troubleshooting

Unable to View Repositories

Possible Cause:
The connected GitHub account does not have access to the required repositories.

Resolution:

• Verify repository permissions in GitHub.
• Reauthorize the GitHub connection.
• Ensure repository access was granted during installation.

Unable to Authorize GitHub

Possible Cause
The GitHub account does not have permission to install or authorize applications.

Resolution

• Sign in with an account that has the required permissions.
• Contact your GitHub organization administrator.
• Verify that third-party application access is allowed within your GitHub organization.

Unable to Create GitHub Issues

Possible Cause
The GitHub account lacks the required repository permissions, or the repository is not included in the integration configuration.

Resolution

• Verify issue management permissions in GitHub.
• Confirm the repository is selected in the integration settings.
• Reauthorize the integration if repository permissions have changed.

Frequently Asked Questions

1. Can I connect multiple GitHub repositories?
   Yes. You can select and configure multiple repositories during integration setup.

2. Can agents access all repositories in the connected GitHub account?
   No. Agents can only access repositories that are selected during integration configuration.

3. Can existing GitHub issues be linked to tickets?
   Yes. The integration supports linking existing GitHub issues to BoldDesk tickets.

4. What information can be synchronized between BoldDesk and GitHub?
   Depending on the configured synchronization settings, ticket notes and GitHub issue comments can be synchronized between the two systems.

Related Articles

1. How to Install & Configure Apps Easily in BoldDesk Marketplace
2. How to Link a GitHub Issue with a BoldDesk Ticket
3. How to Create and Link a GitHub Issue with a BoldDesk Ticket