How to Create and Link a GitHub Issue with a BoldDesk Ticket
The BoldDesk GitHub integration allows agents to create a GitHub issue directly from a BoldDesk ticket. After the issue is created, BoldDesk automatically links the GitHub issue to the originating ticket.
Agents can review the linked issue’s repository, title, state, labels, assignees, and milestone from the ticket’s Apps panel. Agents can also open the issue in GitHub or unlink it from the BoldDesk ticket.
This article explains how to create a GitHub issue from a BoldDesk ticket, review the linked issue, open it in GitHub, and remove the link when required.
Prerequisites
Before creating a GitHub issue from a BoldDesk ticket, ensure that:
- The GitHub app is installed and configured in BoldDesk.
- The required GitHub repository is connected to BoldDesk.
- You can access the applicable BoldDesk ticket.
- Your assigned role has permission to Manage settings.
- The GitHub account used for the integration can create issues in the required repository.
- The required GitHub labels, assignees, and milestones are available in the selected repository.
The repositories, labels, assignees, and milestones available in the issue-creation dialog depend on the selected repository and the access granted to the GitHub integration.
Create and Link a GitHub Issue
To create a GitHub issue from a BoldDesk ticket:
-
Open the ticket from which you want to create the GitHub issue.
-
In the right sidebar, select Apps.
-
Locate and expand GitHub.
-
Click Create Issue.
-
In the GitHub - Create Issue dialog, select the required Repository.
-
Review or update the Title.
-
Review or update the Description.
-
In Labels, select the applicable labels.
-
In Assignee(s), select the GitHub users responsible for the issue.
-
In Milestone, select the applicable milestone, if required.
-
Review the issue information.
-
Click Create.
The created issue also appears under the GitHub app in the ticket’s right sidebar.
- Creating a GitHub issue through Create Issue automatically links the issue to the originating BoldDesk ticket. You do not need to use Link Issue separately.
- Repository and Title are required. Description, Labels, Assignee(s), and Milestone can be configured according to the requirements of the selected GitHub repository.
Open the Linked Issue in GitHub
To open the issue in GitHub:
-
Open the applicable BoldDesk ticket.
-
Select Apps in the right sidebar.
-
Expand GitHub.
-
Expand the required linked issue.
-
Click Open in GitHub.
The selected issue opens in GitHub, where authorized GitHub users can review or update it.
Access to the issue in GitHub depends on the signed-in GitHub user’s repository permissions.
Link an Existing GitHub Issue
If a GitHub issue already exists for the problem reported in the BoldDesk ticket, link the existing issue instead of creating another one.
To link an existing GitHub issue, explore further information on How to Link a GitHub Issue with a BoldDesk Ticket.
Search for an existing GitHub issue before creating a new issue for the same problem. Linking an existing issue helps prevent duplicate development work.
Unlink a GitHub Issue from a BoldDesk Ticket
Unlink a GitHub issue when the wrong issue was linked or when the association is no longer required.
To unlink a GitHub issue:
-
Open the applicable BoldDesk ticket.
-
In the right sidebar, select Apps.
-
Expand GitHub.
-
Expand the linked issue.
-
Click Unlink.
-
Confirm the action, if prompted.
-
Confirm that the issue no longer appears under the GitHub app for the ticket.
Unlinking removes the association between the GitHub issue and the BoldDesk ticket. It does not delete the issue from GitHub.
Choose Between Create Issue and Link Issue
| Option | When to Use |
|---|---|
| Create Issue | Use when no GitHub issue exists for the problem reported in the BoldDesk ticket. |
| Link Issue | Use when an applicable GitHub issue already exists. |
| Unlink | Use when an issue was linked incorrectly or the association is no longer required. |
Review the ticket content before copying it to GitHub. Remove passwords, access tokens, authentication details, personal information, confidential customer information, and any other data that GitHub users are not authorized to access.
Troubleshooting
GitHub Is Not Displayed in the Apps Panel
Confirm that:
- The GitHub app is installed in BoldDesk.
- The GitHub integration is active.
- Your assigned role can access and use the GitHub app.
- The app is visible to your agent account.
Contact a BoldDesk administrator to review the app installation, visibility, and permissions.
The Required Repository Is Not Listed
Confirm that:
- The repository is included in the GitHub integration configuration.
- The connected GitHub account can access the repository.
- The repository has not been renamed, transferred, archived, or deleted.
- The GitHub authorization remains valid.
A Label Is Not Available
Confirm that:
- The required repository is selected.
- The label exists in the selected repository.
- The GitHub integration can access the repository labels.
Labels are specific to the selected repository.
An Assignee Is Not Available
Confirm that:
- The required GitHub user can access the selected repository.
- The user can be assigned issues in that repository.
- The integration can retrieve the repository collaborators.
A Milestone Is Not Available
Confirm that:
- The milestone exists in the selected repository.
- The milestone is available for issue assignment.
- The correct repository is selected.
The Wrong GitHub Issue Was Linked
- Expand the linked issue in the GitHub app.
- Click Unlink.
- Confirm the unlinking action.
- Click Link Issue.
- Select the correct existing GitHub issue.
Frequently Asked Questions
-
Can I create a GitHub issue directly from a BoldDesk ticket?
Yes. Open the ticket, select Apps, expand GitHub, and click Create Issue. -
Is a GitHub issue created from BoldDesk automatically linked to the ticket?
Yes. After the issue is created, BoldDesk displays GitHub issue created and linked successfully, and the issue appears under the GitHub app. -
How can I review the linked GitHub issue?
Expand the issue under the GitHub app. You can review the repository, title, state, labels, assignees, and milestone. -
Can I link an existing GitHub issue instead of creating a new one?
Yes. Select Link Issue under the GitHub app and choose the existing issue. -
How can I remove a GitHub issue link from a ticket?
Expand the linked issue and click Unlink. -
Does unlinking an issue delete it from GitHub?
No. Unlinking removes only the association between the GitHub issue and the BoldDesk ticket.
