Escalating to engineering
Turn a ticket that needs a code fix into a Forgeboard issue, and hear back when it ships.
Settings → Engineering
Connects this workspace to a forgeboard deployment, so an agent can turn a ticket that needs a code fix into an engineering issue without retyping it — and hear back when it ships. Owner/Admin only.
Setting it up
- In forgeboard, open Settings → API tokens and create a token. It belongs to that forgeboard workspace.
- Here, enter forgeboard's address and the token, then Test connection.
- Pick the project and issue type escalations go to by default. Agents can change both per escalation.
- Allow escalation switches escalating (and the five-minute check on linked issues) off without removing the connection.
What an escalation does
- Creates an issue in forgeboard with the ticket's title and description, the agent's note, and a link back to the ticket.
- Adds an internal note to the ticket — customers never see it.
- Shows the issue and its status in the ticket's Engineering panel.
Staying in step
Linked issues are re-read about every five minutes, and an agent can refresh one at any time. When an issue reaches a done status, the ticket gets an internal note and its assignee a notification — once — so they can confirm the fix with the customer.
The token is encrypted before it is stored and never shown again. A saved token is only ever sent to the address it was saved with — changing the address means entering the token again.