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GitHub Slack Integration for Turning Support Tickets Into Issues

Sutask’s Slack GitHub integration creates or links an issue when a ticket needs engineering team expertise. Comments and status updates are synced between Slack and GitHub, so both have the same view of a ticket.

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Turn Slack Tickets Into GitHub Issues

Create a GitHub issue from Slack when a Suptask ticket needs development work
The issue is linked to the ticket, so support and engineering can work on the same item
You can select the repositories when integration is getting set up

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Link Tickets to GitHub Issues That Already Exist

Existing GitHub issues can be linked to a Suptask ticket
Status and comments from the linked GitHub issue remain visible on the ticket
Slack GitHub issues integration adds issue and pull request details on the ticket

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Comments and Status Sync Both Ways Between GitHub and Slack

GitHub and Suptask hold the same comments and status
GitHub and Suptask hold the same comments and status
The requester follows progress in the Slack thread with no GitHub account needed

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Send Tickets to GitHub Automatically, or Manually by an Agent

An agent can pick the tickets manually that need a GitHub issue, one ticket at a time
Every ticket created in a specific inbox is turned into a GitHub issue automatically
The integration can be enabled for a whole inbox or for a single form

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How the GitHub Slack Integration Works

Set up the Slack integration with GitHub once, then tickets that need development work can get a linked issue.

Setup

A GitHub user with repository access creates a personal access token. A Suptask integration specialist connects the token to your chosen inbox or form.

Escalate

An agent can create a GitHub issue from the ticket, or link one that already exists. Suptask can also be configured to create issues automatically for that inbox.

Resolve

Comments and status from GitHub issues are synced with Slack, where the agent answers the requester.

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What You Need to Connect GitHub to Slack Tickets

The GitHub Slack integration needs three prerequisites on the GitHub side and one from Suptask.

Repository access in GitHub

The token must be created by a GitHub user who has access to the repositories being connected, including the organization repositories.

Classic personal access token

Create the token under Developer settings with the repo and read:org scopes. A long expiry keeps the connection from lapsing.

Repository URLs

Share the repository URLs with Suptask, and name the inbox or form on which the integration will work.

Suptask’s custom plan

Suptask has four pricing plans, and the Slack GitHub integration is part of the Custom plan. A Suptask integration specialist sets up the integration, and additional cost may apply.

What support and engineering teams improve with Suptask

76%

Faster Response Times

Increase in User Satisfaction

85%

Auto-resolved by AI

Built for Teams That Fix Problems in GitHub

GitHub and Slack integration can benefit the team that raises requests in Slack and the engineers who resolve them in GitHub.

Customer support teams

A support team working on a customer's ticket can raise a GitHub issue from it whenever engineering work is needed. The replies go back in the same Slack thread.

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Engineering and DevOps teams

Engineering and DevOps teams get the customer's request as a GitHub issue with the ticket linked for context.

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Incident responders

An outage reported in Slack turns into a GitHub issue for the fix, and the requester follows the status on the ticket.

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Already trusted by fast-moving support teams.

"Suptask has helped us create a seamless, best-in-classticketing experience for our end users. By integrating across multiple workspaces, it has streamlined our workflows and empowered our entire organization."

Chris Tucker

Director of Strategic Technology

“Suptask has become an integral part of multiple departments within our organization, and the impact has been transformative. The platform has streamlined our ticketing workflow, leading to significant efficiency gains and saving our teams hundreds of hours each month”

Prathamesh Borkar

Director of Operations

"With Suptask, Product Managers and Engineers work hand-in-hand in Slack. By keeping everything in Slack, Engineers and Product Managers can easily collaborate on tickets while maintaining private threads for technical discussions. It’s boosted our overall responsiveness against our clients."

Simona Cossidente

Head of Product & Process

"Suptask transformed the way we manage support by bringing full ticketing workflows into Slack. With its powerful AI features, we handle requests faster, stay organized effortlessly, and deliver a smoother experience for both our team and our customers. It’s truly made support feel natural and efficient on Slack."

Charles Mellin

Chief Operations Officer

"The biggest impact Suptask has made on our team is that we now have an organized way to process questions and requests from our employees. All communication for a request stays within Slack and the Suptask ticket - which was an impossible feat in the past."

Jean

People Enablement Coordinator

Turn Slack into a help desk connected to the tools you already use

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Frequently asked Questions

How do I connect GitHub to Slack with Suptask?

The process is simple and handled by the Suptask support team. You can contact Suptask support, and our team will guide you throughout the process. Our team will work with a GitHub user with access to the repositories to create a personal access token. A Suptask integration specialist will connect the token to the inbox of the selected form.

How is Suptask different from the GitHub app for Slack?

The GitHub app for Slack is used for notifications that post pull requests, issues, and commit updates in channels. Additionally, you can subscribe to a repository. Suptask’s GitHub Slack integration works on customer support tickets that are connected with GitHub issues. The Slack ticketing system ensures the requester and agent work on the same ticket, while engineering resolves the ticket in GitHub.

Can I link a ticket to a GitHub issue that already exists?

Yes, an existing GitHub issue can be linked with a Suptask ticket by an agent. Additionally, you can also create new issues from a ticket.

What syncs in the Slack integration with GitHub?

Comments and status are synced between the GitHub issue and the Suptask ticket. The issue remains linked with the ticket, so updates sync both ways. Agents are able to reply from Slack, and the progress of the issue can be followed there.

Can Suptask create GitHub issues automatically?

Yes. One way is an agent creating the GitHub issue from a ticket. Automatic creation is also available for a specific Inbox. Every ticket created in that Inbox then gets a GitHub issue.

Which Suptask plan includes the GitHub integration?

The GitHub integration is part of the Custom plan. The setup is done with Suptask’s integration specialists. Additional cost might apply. Book a demo to get it scoped for your team.