Github

Automatically create GitHub issues from folder submissions using templates, labels, and assignees.

GitHub automations automatically create issues in your repositories when recordings or captures are added to a folder. Convert customer bug reports, feature requests, and support tickets into actionable GitHub issues with video evidence and console logs.

When to Use GitHub Automations

GitHub automations are ideal for:

Bug Report Tracking — Convert customer-reported bugs into GitHub issues with video evidence
Feature Request Management — Automatically create enhancement issues from customer feedback
Support Escalations — Create high-priority issues when critical problems are reported
Cross-Team Collaboration — Link customer recordings directly to development work
Engineering Visibility — Ensure engineers see customer context immediately
Issue Triage Workflow — Route issues to specific repositories and projects automatically

GitHub vs. Email/Webhook

Use GitHub when:

Your engineering team uses GitHub for issue tracking
You want automatic issue creation with full context
You need to organize issues by repository
You want to assign issues to team members
You need bi-directional sync with status updates

Use Email when:

Recipients don't use GitHub
You just need notifications
You want simpler setup without OAuth

Use Webhooks when:

You need integration with a different tool
You want custom payload formatting
You're building custom automation

Prerequisites

Before setting up GitHub automations:

GitHub Account — With repository write access
Repository Access — Admin or write access to target repositories
Screendesk Plan — Pro or Enterprise plan to enable automations
Folder — Created in Screendesk to trigger the automation

Setup

Connect GitHub to Screendesk (First-time only)

Navigate to your integrations:

Click your avatar in the top right corner
Select Account Settings
Go to Integrations & Automations → Integrations
Find GitHub in the list
Click Connect GitHub

You'll be redirected to GitHub to authorize access. You'll see a dialog showing the permissions Screendesk requires:

Create and read issues
Read repository metadata
Read organization members (for assignees)

Click Install & Authorize to proceed.

GitHub App Installation

You'll need to select installation scope:

All repositories — Screendesk can access all current and future repos
Select repositories — Choose specific repos you want to allow

You can change this anytime in GitHub settings.

Review GitHub connection status

After authorization completes, you'll return to Account Settings → Integrations.

You should see:

✅ GitHub Connected with your account name
List of accessible repositories
Disconnect button (if you need to remove the integration)

Connection Verified

If you see your username and repositories list, GitHub is successfully connected. You can now create automations in any folder.

Open folder automations

Create an automation in any folder:

Navigate to the folder you want to automate
Click Settings (gear icon) in the top right
Select the Automations tab
Click + Add Automation
Select GitHub from the integration list

Select target repository

Configure where issues will be created:

Repository (required):

Select the GitHub repository where issues will be created
Only repositories with write access appear in the dropdown
Can't find your repo? Verify GitHub App installation includes it
Click Refresh to reload the repository list

Note: Each automation targets one repository. Create multiple automations for multiple repositories.

Repository Selection

If you don't see expected repositories:

Ensure GitHub App installation includes them
Verify you have write access to the repo
Click Refresh in the GitHub integration settings
Re-save your automation

Configure issue title

Customize how issue titles appear in GitHub:

Default title template:

{{item.title}}

Example outputs:

Checkout page crashes on iOS
User can't reset password
Feature request: Dark mode toggle

Other title examples:

For bug reports:

🐛 {{item.title}}

For feature requests:

💡 Feature: {{item.title}}

Including customer context:

[{{creator.email}}] {{item.title}}

For folder-specific routing:

[{{folder.name}}] {{item.title}}

Title Length

Keep titles under 100 characters for clarity. GitHub will display full titles but very long titles may be truncated in lists.

View all available template variables →

Configure issue description

Create a rich issue description with recording context:

Default description template:

## Recording from Screendesk

**Title:** {{item.title}}
**From:** {{creator.name}} ({{creator.email}})
**Folder:** {{folder.name}}

**View recording:** {{item.url}}

---

This issue was automatically created from a recording uploaded to Screendesk.

Example: Detailed bug report description

## Bug Report

A customer submitted a recording that describes this issue.

**Reported by:** {{creator.email}} ({{creator.name}})
**Folder:** {{folder.name}}

### Description
{{item.title}}

### Watch Recording
[View on Screendesk]({{item.url}})

---

### Recording Details
| Property | Value |
|----------|-------|
| Duration | {{item.duration}} seconds |
| Browser | {{item.browser}} |
| OS | {{item.os}} |
| Resolution | {{item.resolution}} |
| Location | {{item.country}} |
| Recorded | {{item.created_at}} |

### Technical Information

**Console Errors:**
\`\`\`
{{item.console_errors}}
\`\`\`

**Network Errors:**
\`\`\`
{{item.network_errors}}
\`\`\`

---

This issue was automatically created from a customer recording on Screendesk.

Example: Feature request description

## Feature Request

A customer requested the following feature.

**Suggested by:** {{creator.email}} ({{creator.name}})

### Feature Description
{{item.title}}

### Customer Recording
[View request on Screendesk]({{item.url}})

**Recording Duration:** {{item.duration}} seconds

---

This feature request was automatically created from a customer recording.

GitHub Markdown Support

GitHub descriptions support GitHub-Flavored Markdown:

Bold — **text**
Italic — *text*
Code blocks — ```
Links — [text](url)
Headers — ## Heading
Lists — * item
Task lists — - [ ] item
Collapsible sections — <details>

Use markdown to format important information effectively. {% endhint %}

View all available variables → {% endstep %}

{% step %}

Apply labels automatically

Organize issues with GitHub labels:

To add labels:

Click + Add Label
Select from your repository's available labels
Add multiple labels as needed

Suggested labels:

from-screendesk — Track all automated issues
customer-reported — Mark customer submissions
needs-triage — Flag for manual review
bug or enhancement — Categorize issue type
critical — For urgent folders
customer-feedback — Specific to feature requests

Example configurations:

For bug reports folder:


from-screendesk, customer-reported, bug, needs-triage

For feature requests folder:

from-screendesk, enhancement, customer-feedback

For critical issues folder:

from-screendesk, critical, urgent

{% hint style="warning" %} Label Availability

Only labels that exist in your repository appear in the dropdown. If you don't see a label you want:

Create it in GitHub first
Return to Screendesk
Click Refresh in the GitHub integration settings
The new label will appear in the dropdown {% endhint %} {% endstep %}

{% step %}

Assign team members (optional)

Auto-assign issues to team members:

Assignee dropdown:

Select specific team members
Multiple assignees supported
Or leave unassigned for manual assignment
Only active repository members appear in the list

Recommended approach:

Leave unassigned for most automations
Use assignee for on-call or urgent issues
Let team leads manually assign based on expertise

Example uses:

Assign critical bugs to on-call engineer
Assign feature requests to product manager
Leave general issues unassigned for triage

{% hint style="info" %} Multiple Assignees

GitHub supports multiple assignees per issue. Add team members to distribute work:

Bug triage: Add QA and backend leads
Feature requests: Add product and design
Critical issues: Add on-call engineer and team lead {% endhint %} {% endstep %}

{% step %}

Test the automation

Before activating, create a test issue:

Click Create Test Issue button
Check your GitHub repository for the new issue
Verify all fields populated correctly:
- Title matches template
- Description includes all variables
- Repository is correct
- Labels are applied
- Assignees are set (if configured)
- Recording link works
- Markdown renders properly

If something looks wrong:

Click Back
Update the settings
Click Create Test Issue again

Delete test issues in GitHub: After verifying, you can delete test issues directly in GitHub (they won't affect the automation).

{% hint style="success" %} Ready to Activate

Once testing passes, proceed to save. {% endhint %} {% endstep %}

{% step %}

Save and activate

Finalize the automation:

Click Save Automation
The automation is enabled by default
You'll see it listed in the folder's Automations tab

Status indicators:

✅ Green toggle — Automation is active
⚫ Gray toggle — Automation is disabled

You can disable/enable the automation anytime without deleting it.

From now on, every recording or capture added to this folder will automatically create an issue in GitHub.

{% hint style="info" %} Automation Activity

View execution history:

Go to Account Settings → Automations → Execution Log
Filter by folder or automation type
See success/failure details for each execution {% endhint %} {% endstep %} {% endstepper %}

Template Variables

Use these variables in title and description templates:

Item Information

Variable

Description

Example

{{item.title}}

Recording or capture title

"Checkout crashes"

{{item.url}}

Link to recording/capture

Full HTTPS URL

{{item.type}}

Item type

"recording" or "capture"

{{item.duration}}

Length in seconds

"45"

{{item.created_at}}

Submission timestamp

"Feb 6, 2026 at 2:30 PM"

Creator Information

Variable

Description

Example

{{creator.name}}

Person who submitted

"Alice Johnson"

{{creator.email}}

Creator's email

"[email protected]"

Recording-Specific (if applicable)

Variable

Description

Example

{{recording.title}}

Recording title

"Checkout page error"

{{recording.url}}

Recording link

Full HTTPS URL

{{recording.browser}}

Browser info

"Chrome 121.0.6167"

{{recording.os}}

Operating system

"macOS 14.3"

{{recording.resolution}}

Screen resolution

"2560x1440"

{{recording.country}}

Geographic location

"United States"

{{recording.console_errors}}

JavaScript errors

Formatted list

{{recording.network_errors}}

Failed HTTP requests

Formatted list

Capture-Specific (if applicable)

Variable

Description

Example

{{capture.title}}

Capture title

"Bug description"

{{capture.url}}

Capture link

Full HTTPS URL

{{capture.type}}

Capture type

Screenshot or document type

Folder & Account

Variable

Description

Example

{{folder.name}}

Folder name

"Bug Reports"

{{account.name}}

Workspace name

"Acme Corp"

View complete variable reference →

Example Configurations

Example 1: Bug Report Automation

Folder: Bug Reports Target: Report customer bugs to engineering team

Configuration:

Setting

Value

Repository

acme/frontend

Labels

from-screendesk, bug, customer-reported

Assignees

Unassigned (for triage)

Title Template:


🐛 {{item.title}}

Description Template:

## Customer Bug Report

A customer submitted a recording describing this issue.

**Reported by:** {{creator.email}} ({{creator.name}})
**Folder:** {{folder.name}}

### Description
{{item.title}}

### Watch Recording
[View on Screendesk]({{item.url}})

---

### System Information
| Property | Value |
|----------|-------|
| Browser | {{recording.browser}} |
| Operating System | {{recording.os}} |
| Resolution | {{recording.resolution}} |
| Location | {{recording.country}} |
| Duration | {{recording.duration}} seconds |
| Submitted | {{recording.created_at}} |

### Technical Details

**Console Errors:**
\`\`\`
{{recording.console_errors}}
\`\`\`

**Network Errors:**
\`\`\`
{{recording.network_errors}}
\`\`\`

---

This issue was automatically created from a customer recording on Screendesk.

Result: Issues created with full bug context, ready for engineer triage and investigation.

Example 2: Feature Request Automation

Folder: Feature Requests Target: Track customer feature suggestions for product team

Configuration:

Setting

Value

Repository

acme/product-feedback

Labels

from-screendesk, enhancement, customer-feedback

Assignees

(Unassigned)

Title Template:

💡 Feature Request: {{item.title}}

Description Template:

## Customer Feature Request

A customer has requested the following feature.

**Suggested by:** {{creator.name}} ({{creator.email}})
**Folder:** {{folder.name}}

### Feature Description
{{item.title}}

### Customer Recording
[View feature request on Screendesk]({{item.url}})

**Recording Duration:** {{recording.duration}} seconds

---

This feature request was automatically created from a customer recording.

Result: Feature requests flow directly to product team for evaluation and roadmap planning.

Example 3: Critical Issue Automation (High Priority)

Folder: Critical Issues Target: Escalate urgent problems to on-call engineer immediately

Configuration:

Setting

Value

Repository

acme/frontend

Labels

from-screendesk, critical, urgent, customer-impacting

Assignees

On-Call Engineer

Title Template:

🚨 CRITICAL: {{item.title}}

Description Template:

## CRITICAL ISSUE ALERT

A critical production issue has been reported.

**Reported by:** {{creator.email}} ({{creator.name}})

### Issue Details
{{item.title}}

### Watch Recording
[View Screendesk Recording]({{item.url}})

---

**IMMEDIATE ACTION REQUIRED**

This issue requires investigation as soon as possible.

**Timeline:**
* Submitted: {{recording.created_at}}
* Severity: CRITICAL

**Environment:**
* Browser: {{recording.browser}}
* OS: {{recording.os}}
* Location: {{recording.country}}

---

[Assigned to: On-Call Engineer]

Result: Critical issues immediately become high-visibility tickets assigned to on-call engineers.

Example 4: Support Escalation Automation

Folder: Escalations Target: Create tickets when support team escalates customer issues

Configuration:

Setting

Value

Repository

acme/support-issues

Labels

from-screendesk, support-escalation, needs-triage

Assignees

Support Lead

Title Template:

[ESCALATED] {{item.title}} - {{creator.email}}

Description Template:

## Support Escalation

The support team has escalated this issue from a customer.

**Customer:** {{creator.name}} ({{creator.email}})
**Escalated at:** {{item.created_at}}

### Customer Issue
{{item.title}}

### Supporting Evidence
[View Recording]({{item.url}})

**Duration:** {{recording.duration}} seconds
**Browser:** {{recording.browser}}
**OS:** {{recording.os}}

---

This customer has been waiting for resolution. Please prioritize.

Result: Support escalations create visible tickets that go directly to support leads.

Managing the Integration

View Integration Status

Check GitHub connection status:

Go to Account Settings
Select Integrations & Automations
Find GitHub in the integrations list
See connection status and account information

Displayed information:

Connection status (Connected/Disconnected)
Account name
Number of accessible repositories
Last sync status

Configure Repository Access

Modify which repositories Screendesk can access:

Go to Account Settings → Integrations & Automations
Find GitHub
Click Configure GitHub App
Add or remove repositories from installation
Return to Screendesk

Disconnect GitHub

Remove the GitHub integration:

Go to Account Settings → Integrations & Automations
Find GitHub
Click Disconnect
Confirm disconnection

What happens:

All GitHub automations are disabled (not deleted)
Existing issues in GitHub remain unchanged
Sync stops immediately
Automations can be re-enabled by reconnecting

Refresh Repositories

If GitHub resources aren't loading:

Go to Account Settings → Integrations & Automations
Find GitHub
Click Refresh
Repositories update immediately

When to refresh:

New repositories created in GitHub
Repository access changed
Permissions modified

Troubleshooting

Issues Not Creating

Symptom: Automations enabled but no issues appear in GitHub

Solutions:

{% stepper %} {% step %}

Verify GitHub is connected

Go to Account Settings → Integrations & Automations
Check GitHub status shows "Connected"
If disconnected, click Connect GitHub to re-authorize {% endstep %}

{% step %}

Check repository permissions

Verify you have write access to the selected repository
Check that the GitHub App installation includes the repository
Try selecting a different repository to test {% endstep %}

{% step %}

Verify automation is enabled

Open folder Settings → Automations
Find the GitHub automation
Toggle should be green (on)
If disabled, click to enable {% endstep %}

{% step %}

Check execution logs

Go to Account Settings → Automations → Execution Log
Filter by the folder or automation
Look for error messages explaining why issue creation failed
Recent failures show detailed error information {% endstep %}

{% step %}

Test with a test issue

Open the automation
Click Create Test Issue
If test fails, error message explains why
Fix the issue and test again

{% hint style="info" %} Test issues show specific error messages that help diagnose problems. {% endhint %} {% endstep %} {% endstepper %}

Missing or Incorrect Fields

Symptom: GitHub issue created but fields are empty or wrong

Solutions:

{% stepper %} {% step %}

Verify template syntax

Check title and description templates:

Variables must be enclosed in double braces: {{variable}}
Variable names must be spelled exactly
No extra spaces or special characters

Correct: {{item.title}} Incorrect: {{ item.title }} or {{item.Title}} {% endstep %}

{% step %}

Check data availability

Some variables only exist for certain item types:

{{recording.*}} — Only for recordings
{{capture.*}} — Only for captures
{{creator.*}} — Available for all items

If a recording doesn't have console errors, {{recording.console_errors}} will be empty. {% endstep %}

{% step %}

Test with sample data

Create a test recording/capture with the data you're referencing:

Add test item to folder
Create test issue
View the result
Adjust templates based on what's missing {% endstep %} {% endstepper %}

Wrong Repository

Symptom: Issue created in wrong repository

Solutions:

Open the automation settings
Verify Repository dropdown shows correct repo
Click Save to update
Create a test issue to verify

Note: Changes only affect new issues, not previously created ones.

Labels Not Applied

Symptom: Issue created but labels are missing

Solutions:

{% stepper %} {% step %}

Verify labels exist in GitHub

Open GitHub repository
Go to Issues → Labels
Check that your configured labels exist
Labels must be created in GitHub before using in Screendesk {% endstep %}

{% step %}

Refresh label list in Screendesk

Go to Account Settings → Integrations & Automations
Find GitHub
Click Refresh
Wait for labels to update
Edit automation and verify labels appear {% endstep %}

{% step %}

Re-add labels to automation

Open the automation settings
Remove old labels
Click + Add Label to re-select
Choose labels from the refreshed list
Save and test {% endstep %} {% endstepper %}

Assignee Not Applied

Symptom: Issue not assigned to selected team member

Solutions:

Verify the selected person has write access to the repository
Person must be a collaborator on the repo
Go to GitHub repository settings → Manage access
Check if the person is listed
If not, add them as a collaborator
Select a different assignee in automation and test again

Rate Limiting

Symptom: "API rate limit exceeded" error

Solutions:

Wait before retrying — GitHub enforces rate limits; wait a few minutes
Space out automations — Don't trigger many automations simultaneously
Check rate limit status — View your GitHub API rate limit at github.com/settings/tokens
Contact GitHub support — If limits are too restrictive for your use case

Markdown Rendering Issues

Symptom: Description formatting looks wrong in GitHub

Solutions:

Test your Markdown template in a GitHub issue directly
Verify GitHub-Flavored Markdown syntax is correct
Common issues:
- Missing line breaks between sections
- Incorrect code block syntax (use triple backticks)
- Unescaped special characters
Test with a test issue to verify before activating

OAuth Authorization Failed

Symptom: "GitHub authorization failed" error during connection

Solutions:

Verify GitHub account — Ensure you're logged into the correct account
Check OAuth permissions — Screendesk requires write access to issues
Try again — Click Connect GitHub to retry
Clear browser cache — OAuth may fail due to cached credentials

If issues persist, contact Screendesk support.

Best Practices

Use Consistent Naming

Keep naming conventions consistent:

{% columns %} {% column %} ❌ Inconsistent:


bug: checkout error
BUG - login failing
Customer says: password reset broken
[SEV-1] database timeout

{% endcolumn %}

{% column %} ✅ Consistent:


🐛 Checkout page error
🐛 Login failing
🐛 Password reset broken
🐛 Database timeout

{% endcolumn %} {% endcolumns %}

Consistent naming makes issues easier to scan and search in GitHub.

Use Meaningful Labels

Create labels for quick filtering:

Organizational labels:

from-screendesk — Track all automated issues
customer-reported — Issues from customers
internal-report — Issues from your team

Type labels:

bug, enhancement, documentation
performance, security, ui, backend

Status labels:

needs-triage, blocked, duplicate
critical, high-priority, low-priority

Apply 2-4 labels per issue for effective organization.

Include Recording Links Prominently

Make accessing customer evidence easy:

{% columns %} {% column %} ❌ Buried:


This is a bug report.
See details below.
...lots of text...
Link: {{item.url}}

{% endcolumn %}

{% column %} ✅ Prominent:


[View Recording]({{item.url}})

**Description:**
{{item.title}}

{% endcolumn %} {% endcolumns %}

Put the recording link near the top where developers will see it first.

Add Environment Context

Include technical details for debugging:

**System Information**
| Property | Value |
|----------|-------|
| Browser | {{recording.browser}} |
| OS | {{recording.os}} |
| Resolution | {{recording.resolution}} |
| Location | {{recording.country}} |

This helps developers reproduce issues and understand scope.

Test Before Large Deployment

Before creating many automations:

Create one automation
Add a test recording
Verify in GitHub
Check title, description, labels, assignees
Adjust templates as needed
Then create additional automations

Testing first saves time fixing issues later.

Create Repository-Specific Automations

Organize automations by repository:

For bug reports:

Create separate automations for frontend, backend, mobile
Target appropriate teams automatically
Makes triage more efficient

For feature requests:

Route to product-feedback repository
Assign to product manager

For support:

Route to support-issues repository
Assign to support team lead

Monitor Automation Success Rate

Regularly check execution logs:

Go to Account Settings → Automations → Execution Log
Filter by GitHub automations
Look for patterns in failures
Address common issues

Target success rate: 99%+

Document Your Setup

Keep notes on your automations:

Why each automation exists
What folder triggers it
What repository it targets
Who manages it
When to update templates

This helps new team members understand the system.

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Good evening

hashtagWhen to Use GitHub Automations

hashtagPrerequisites

hashtagSetup

hashtagConnect GitHub to Screendesk (First-time only)

hashtagReview GitHub connection status

hashtagOpen folder automations

hashtagSelect target repository

hashtagConfigure issue title

hashtagConfigure issue description

hashtagApply labels automatically

hashtagAssign team members (optional)

hashtagTest the automation

hashtagSave and activate

hashtagTemplate Variables

hashtagItem Information

hashtagCreator Information

hashtagRecording-Specific (if applicable)

hashtagCapture-Specific (if applicable)

hashtagFolder & Account

hashtagExample Configurations

hashtagExample 1: Bug Report Automation

hashtagExample 2: Feature Request Automation

hashtagExample 3: Critical Issue Automation (High Priority)

hashtagExample 4: Support Escalation Automation

hashtagManaging the Integration

hashtagView Integration Status

hashtagConfigure Repository Access

hashtagDisconnect GitHub

hashtagRefresh Repositories

hashtagTroubleshooting

hashtagIssues Not Creating

hashtagVerify GitHub is connected

hashtagCheck repository permissions

hashtagVerify automation is enabled

hashtagCheck execution logs

hashtagTest with a test issue

hashtagMissing or Incorrect Fields

hashtagVerify template syntax

hashtagCheck data availability

hashtagTest with sample data

hashtagWrong Repository

hashtagLabels Not Applied

hashtagVerify labels exist in GitHub

hashtagRefresh label list in Screendesk

hashtagRe-add labels to automation

hashtagAssignee Not Applied

hashtagRate Limiting

hashtagMarkdown Rendering Issues

hashtagOAuth Authorization Failed

hashtagBest Practices

hashtagUse Consistent Naming

hashtagUse Meaningful Labels

hashtagInclude Recording Links Prominently

hashtagAdd Environment Context

hashtagTest Before Large Deployment

hashtagCreate Repository-Specific Automations

hashtagMonitor Automation Success Rate

hashtagDocument Your Setup

When to Use GitHub Automations

Prerequisites

Setup

Connect GitHub to Screendesk (First-time only)

Review GitHub connection status

Open folder automations

Select target repository

Configure issue title

Configure issue description

Apply labels automatically

Assign team members (optional)

Test the automation

Save and activate

Template Variables

Item Information

Creator Information

Recording-Specific (if applicable)

Capture-Specific (if applicable)

Folder & Account

Example Configurations

Example 1: Bug Report Automation

Example 2: Feature Request Automation

Example 3: Critical Issue Automation (High Priority)

Example 4: Support Escalation Automation

Managing the Integration

View Integration Status

Configure Repository Access

Disconnect GitHub

Refresh Repositories

Troubleshooting

Issues Not Creating

Verify GitHub is connected

Check repository permissions

Verify automation is enabled

Check execution logs

Test with a test issue

Missing or Incorrect Fields

Verify template syntax

Check data availability

Test with sample data

Wrong Repository

Labels Not Applied

Verify labels exist in GitHub

Refresh label list in Screendesk

Re-add labels to automation

Assignee Not Applied

Rate Limiting

Markdown Rendering Issues

OAuth Authorization Failed

Best Practices

Use Consistent Naming

Use Meaningful Labels

Include Recording Links Prominently

Add Environment Context

Test Before Large Deployment

Create Repository-Specific Automations

Monitor Automation Success Rate

Document Your Setup