Support is one address and a person on the end of it. There is no ticket portal to sign up for and no bot to get past.
What to tell us
Anything you can give us shortens the round trip. Most useful, in order:
- The GitHub organisation the problem is on.
- The address of the screen you were on when it happened.
- What you expected to see, and what you saw instead.
- Roughly when it happened, so we can find it.
Please do not send us a password or a GitHub token. We will never ask for either, and there is nothing we could do with one that we cannot do without it.
Things you can fix yourself
- The team view is empty
- The App is told about work as it happens, and nothing goes back for what happened before it was installed, so a fresh organisation fills up over the following days.
- Somebody is missing
- Somebody appears once there is work of theirs to show. Anything older than a month has aged out, which is the point of it.
- The App is installed but nothing arrives
- Check on GitHub which repositories you let the App see. It is told about the ones you chose and hears nothing from the rest.
- You want your data gone
- The admin screen erases a team, or the whole account, without asking us first.
Reporting something security-related
If you have found a vulnerability, write to the same address with “security” in the subject and we will treat it ahead of everything else. Please give us a chance to fix it before you publish it, and we will credit you when we do.
How long we take
Support is answered by the people who write the product rather than by a shift. Everything that arrives is read and answered in the order it arrives, soonest for anything that has stopped you working.