How to Connect GitHub with Omni24

GitHub is the leading platform for software development and version control. It enables teams to collaborate on code repositories while managing development workflows.

Why Connect Omni24 and GitHub?

The integration automatically converts customer conversations directly to code repositories. It streamlines workflow by connecting support teams with development processes

• Automatic Issue Creation - Convert customer bug reports into GitHub issues automatically to ensure developers have complete context from the support conversation
• Link Tickets to Pull Requests - Connect support tickets to GitHub requests so agents can track when fixes are being developed
• Update Tickets via Commits - Enable developers to update or close issues from GitHub, and it will be synced directly into the support ticket without leaving their environment
• Track Development Progress - Monitor GitHub issue status and code changes directly from support tickets to provide accurate fix timelines

Connecting GitHub to Omni24

Step 1: From your Omni24 dashboard, navigate to Settings > API & Integrations > Integrations to view all available third-party integrations.

Step 2:  Locate the GitHub integration card and click on it to view the integration details and connection options. 

​

Step 3: Click the "Connect GitHub" button to begin the authorization process

Step 4:  A "Connect to GitHub" page appears. Select which Omni24 inbox you want to connect with GitHub from the dropdown menu.

​

​

Once you've selected your inbox, click the "Connect" button to proceed to GitHub authorization.

Step 5: You'll be redirected to GitHub's authorization page titled "Install & Authorize OmniDevTesting" (or your organization's GitHub app name).

​

​

Review the permissions carefully and click "Install & Authorize" to complete the connection.

​

​

Your GitHub account is now successfully integrated with Omni24 with all the selected inboxes. You can also update the inbox permission from here

How to Create a GitHub Issue from a Customer Conversation

Step 1: Navigate to Inbox > Customer conversation for the Conversation list for which you want to create a GitHub Issue.

Note: You can Link Conversations to an Issue, providing complete context for efficient resolution

Step 2:  Under the customer profile from the right profile panel, click on the GitHub dropdown list

Step 3: Select “Open New Issue” to create a new issue in GitHub from a customer conversation

​

Step 4: A pop-up page appears as “Link to new issue” where you need to enter the details

​

Here's what each field does:

Repository Owner & Repository: GitHub account and specific repository in which issue will be created.

• Title: Descriptive title for the GitHub issue (30  character limit shown).
• Description: detailed information about the issue (150 character limit shown).
• Assignees: The Agent who will be responsible for handling GitHub issues.
• Labels: Relevant tags to categorize and organize the issue.
• Milestone: Associate the issue with a specific milestone for planning purposes.
• Add Issue into conversation: checked this option links the GitHub issue with the customer conversation for seamless tracking

Click the "Create and Link Issue" button and the ticket will be synced as a new issue in your GitHub account. 

In GitHub, you can view it as

Attach Existing GitHub Issue with Customer Conversation

Step 1: Under the GitHub drop-down list in the left profile panel of the Omni24 inbox, click on the “attach existing issue” button

Step 2: A pop-up appears as “attach existing issue,” where you need to enter the details

​

​Note: It connects customer conversations to existing GitHub issues which is already been created:

Field required to enter:

• Repository: GitHub repository that contains the existing issue that you want to link 
• Issue: Choose from a dropdown list of existing GitHub issues within the repository that need to be connected
  

Click the "Link Issue" button to attach an existing issue to the conversation.​

Tip: This is useful when multiple customers report the same problems or when following up on previously logged issues.

In Omni24, all the issues created and synced are shown as below

​

From here, you can directly unlink an issue with the ticket or close a ticket directly from the Omni24 Inbox