Escalate support tickets to software engineering

When a new ticket is created in InvGate Service Management, automatically create an issue in GitHub so developers can investigate the underlying bug.

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How Knit builds this workflow

The Agent researches both APIs and wires the trigger on one side to the action on the other — no pre-built connector required. Here is the vocabulary it has to work with.

InvGate Service Management Explore InvGate Service Management →

Triggers

New ticket created

Fires when a new support ticket is created in InvGate Service Management.

Ticket status changed

Fires when a ticket's status changes in InvGate Service Management.

Ticket assigned

Fires when a ticket in InvGate Service Management is assigned to an agent.

SLA breached

Fires when a ticket in InvGate Service Management breaches its response SLA.

Actions

Create ticket

Creates a new ticket in InvGate Service Management.

Update ticket status

Updates a ticket's status in InvGate Service Management.

Assign ticket

Assigns a ticket in InvGate Service Management to an agent.

Add ticket comment

Posts an internal or public comment on a ticket in InvGate Service Management.

GitHub Explore GitHub →

Triggers

New issue captured

Fires when a new error or issue is captured in GitHub.

Issue status changed

Fires when an issue's status changes in GitHub.

Deployment tracked

Fires when a new deployment is tracked in GitHub.

Actions

Create issue

Creates or updates an issue in GitHub.

Assign issue

Assigns an issue in GitHub to a teammate.

Resolve issue

Resolves or mutes an issue in GitHub.

Update support ticket statuses when code deploys When a deployment is tracked in GitHub, update the ticket status in InvGate Service Management so support teams know the patch has reached production. See details

Post technical updates directly into support threads When an issue status changes in GitHub, automatically add a ticket comment in InvGate Service Management to keep support reps informed of engineering progress. See details

See all InvGate Service Management + GitHub integrations → · Browse the full workflow library →

Enterprise-grade security

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FAQ

Common questions

Can Knit build “Escalate support tickets to software engineering” between InvGate Service Management and GitHub?

Yes — describe it in the box above and Knit's Integrations Agent researches InvGate Service Management and GitHub's public API docs (or your own uploaded docs) and builds a working workflow, whether or not either app already has a pre-built connector.

How long does it take to build?

Minutes to a first working version, not weeks — you test it against real data before it goes anywhere near production.

How does connecting developer tools with ticketing systems help support teams?

Integrating GitHub with InvGate Service Management bridges support and engineering by escalating user-reported tickets into developer issues and updating tickets when fixes deploy.

Can code deployments automatically update customer tickets?

Yes, when a deployment is tracked in GitHub, corresponding ticket statuses in InvGate Service Management can automatically update to inform agents that fixes are live.