GitHub Actions Integration

Scitor’s automatic labels make it easy to build powerful automations with GitHub Actions. This guide covers common patterns for automating your support workflow.

Auto-assign based on category

Automatically assign team members based on the type of support request:

name: Auto-assign support tickets
on:
  issues:
    types: [labeled]

jobs:
  assign:
    runs-on: ubuntu-latest
    steps:
      - uses: actions/github-script@v7
        with:
          script: |
            const label = context.payload.label.name;
            const assignments = {
              'category:bug-report': ['dev-team-lead'],
              'category:billing': ['billing-team'],
              'category:account': ['account-manager'],
              'category:feature-request': ['product-manager'],
            };

            const assignees = assignments[label];
            if (assignees) {
              await github.rest.issues.addAssignees({
                owner: context.repo.owner,
                repo: context.repo.repo,
                issue_number: context.issue.number,
                assignees,
              });
            }

Auto-close spam

Automatically close issues with high spam scores:

name: Auto-close spam
on:
  issues:
    types: [labeled]

jobs:
  close-spam:
    if: github.event.label.name == 'spam:high'
    runs-on: ubuntu-latest
    steps:
      - uses: actions/github-script@v7
        with:
          script: |
            await github.rest.issues.update({
              owner: context.repo.owner,
              repo: context.repo.repo,
              issue_number: context.issue.number,
              state: 'closed',
              state_reason: 'not_planned',
            });

            await github.rest.issues.createComment({
              owner: context.repo.owner,
              repo: context.repo.repo,
              issue_number: context.issue.number,
              body: '🤖 Automatically closed — high spam score detected.',
            });

Slack notification for urgent issues

Send a Slack notification when a frustrated customer reports a bug:

name: Urgent issue alert
on:
  issues:
    types: [labeled]

jobs:
  notify:
    runs-on: ubuntu-latest
    steps:
      - name: Check if urgent
        id: check
        uses: actions/github-script@v7
        with:
          script: |
            const labels = context.payload.issue.labels.map(l => l.name);
            const isNegative = labels.includes('sentiment:negative');
            const isBug = labels.includes('category:bug-report');
            core.setOutput('urgent', isNegative && isBug ? 'true' : 'false');

      - name: Send Slack notification
        if: steps.check.outputs.urgent == 'true'
        uses: slackapi/slack-github-action@v2
        with:
          webhook: ${{ secrets.SLACK_WEBHOOK }}
          webhook-type: incoming-webhook
          payload: |
            {
              "text": "🚨 Urgent support issue",
              "blocks": [
                {
                  "type": "section",
                  "text": {
                    "type": "mrkdwn",
                    "text": "*🚨 Urgent: Frustrated customer bug report*\n<${{ github.event.issue.html_url }}|${{ github.event.issue.title }}>"
                  }
                }
              ]
            }

SLA tracking

Add a label if an issue hasn’t been responded to within a time period:

name: SLA check
on:
  schedule:
    - cron: '0 */4 * * *'  # Every 4 hours

jobs:
  check-sla:
    runs-on: ubuntu-latest
    steps:
      - uses: actions/github-script@v7
        with:
          script: |
            const issues = await github.rest.issues.listForRepo({
              owner: context.repo.owner,
              repo: context.repo.repo,
              state: 'open',
              labels: 'spam:clean',
              sort: 'created',
              direction: 'asc',
              per_page: 50,
            });

            const fourHoursAgo = new Date(Date.now() - 4 * 60 * 60 * 1000);

            for (const issue of issues.data) {
              if (new Date(issue.created_at) < fourHoursAgo && issue.comments === 0) {
                await github.rest.issues.addLabels({
                  owner: context.repo.owner,
                  repo: context.repo.repo,
                  issue_number: issue.number,
                  labels: ['sla:breached'],
                });
              }
            }

Auto-acknowledge inbound emails

Send an automatic thank-you reply to every non-spam inbound email. The workflow triggers when Scitor labels the issue spam:clean, posts a /send comment, and Scitor emails it back to the customer:

name: Auto-acknowledge inbound emails
on:
  issues:
    types: [labeled]

jobs:
  acknowledge:
    # Only reply to non-spam issues created by Scitor
    if: >
      github.event.label.name == 'spam:clean' &&
      github.event.issue.user.login == 'scitor-customerops[bot]'
    runs-on: ubuntu-latest
    steps:
      - uses: actions/github-script@v7
        with:
          script: |
            // Avoid double-replying if labels are re-applied
            const comments = await github.rest.issues.listComments({
              owner: context.repo.owner,
              repo: context.repo.repo,
              issue_number: context.issue.number,
              per_page: 5,
            });

            const alreadyReplied = comments.data.some(
              c => c.user.login === 'github-actions[bot]' && c.body.includes('/send')
            );
            if (alreadyReplied) return;

            await github.rest.issues.createComment({
              owner: context.repo.owner,
              repo: context.repo.repo,
              issue_number: context.issue.number,
              body: [
                '/send',
                '',
                'Thank you for reaching out! We have received your message and a member of our team will get back to you as soon as possible.',
                '',
                'In the meantime, you may find answers in our documentation at [support.scitor.io](https://support.scitor.io).',
                '',
                'Kind regards,',
                'The Support Team',
              ].join('\n'),
            });

if: >
  (github.event.label.name == 'spam:clean' || github.event.label.name == 'spam:low') &&
  github.event.issue.user.login == 'scitor-customerops[bot]'

Auto-reply to common questions

Send an automated first response for questions. The /send command tells Scitor to email the reply back to the original sender:

name: Auto-reply to questions
on:
  issues:
    types: [labeled]

jobs:
  auto-reply:
    if: github.event.label.name == 'category:question'
    runs-on: ubuntu-latest
    steps:
      - uses: actions/github-script@v7
        with:
          script: |
            await github.rest.issues.createComment({
              owner: context.repo.owner,
              repo: context.repo.repo,
              issue_number: context.issue.number,
              body: [
                "/send",
                "",
                "👋 Thanks for reaching out! We've received your question and will get back to you shortly.",
                "",
                "In the meantime, you might find the answer in our documentation:",
                "- [Getting Started](https://docs.scitor.io/your-org/support/getting-started/)",
                "- [FAQ](https://docs.scitor.io/your-org/support/faq/)",
                "",
                "Our team typically responds within 4 business hours."
              ].join('\n'),
            });

Escalate billing issues

Automatically add priority labels and notify a specific team when billing or account issues come from frustrated customers:

name: Escalate billing issues
on:
  issues:
    types: [labeled]

jobs:
  escalate:
    runs-on: ubuntu-latest
    steps:
      - uses: actions/github-script@v7
        with:
          script: |
            const labels = context.payload.issue.labels.map(l => l.name);
            const isBilling = labels.includes('category:billing') || labels.includes('category:account');
            const isNegative = labels.includes('sentiment:negative');

            if (isBilling && isNegative) {
              await github.rest.issues.addLabels({
                owner: context.repo.owner,
                repo: context.repo.repo,
                issue_number: context.issue.number,
                labels: ['priority:high'],
              });

              await github.rest.issues.addAssignees({
                owner: context.repo.owner,
                repo: context.repo.repo,
                issue_number: context.issue.number,
                assignees: ['billing-lead'],
              });
            }

Add to GitHub Projects board

Automatically add new support issues to a GitHub Projects board and set the status column based on category:

name: Add to support board
on:
  issues:
    types: [opened]

jobs:
  add-to-project:
    runs-on: ubuntu-latest
    steps:
      - uses: actions/github-script@v7
        with:
          script: |
            const projectNumber = 1; // Your project number
            const org = context.repo.owner;

            // Get project ID
            const project = await github.graphql(`
              query($org: String!, $number: Int!) {
                organization(login: $org) {
                  projectV2(number: $number) {
                    id
                  }
                }
              }
            `, { org, number: projectNumber });

            // Add issue to project
            await github.graphql(`
              mutation($projectId: ID!, $contentId: ID!) {
                addProjectV2ItemById(input: {
                  projectId: $projectId,
                  contentId: $contentId
                }) {
                  item { id }
                }
              }
            `, {
              projectId: project.organization.projectV2.id,
              contentId: context.payload.issue.node_id,
            });

Weekly support digest

Generate a weekly summary of support activity and post it as a discussion or issue:

name: Weekly support digest
on:
  schedule:
    - cron: '0 9 * * 1'  # Every Monday at 9 AM

jobs:
  digest:
    runs-on: ubuntu-latest
    steps:
      - uses: actions/github-script@v7
        with:
          script: |
            const oneWeekAgo = new Date(Date.now() - 7 * 24 * 60 * 60 * 1000).toISOString();

            const issues = await github.rest.issues.listForRepo({
              owner: context.repo.owner,
              repo: context.repo.repo,
              since: oneWeekAgo,
              state: 'all',
              per_page: 100,
            });

            const opened = issues.data.filter(i => !i.pull_request && new Date(i.created_at) > new Date(oneWeekAgo));
            const closed = issues.data.filter(i => !i.pull_request && i.state === 'closed');

            const byCategory = {};
            const bySentiment = {};
            for (const issue of opened) {
              for (const label of issue.labels) {
                const name = typeof label === 'string' ? label : label.name;
                if (name.startsWith('category:')) byCategory[name] = (byCategory[name] || 0) + 1;
                if (name.startsWith('sentiment:')) bySentiment[name] = (bySentiment[name] || 0) + 1;
              }
            }

            const categoryLines = Object.entries(byCategory)
              .sort((a, b) => b[1] - a[1])
              .map(([k, v]) => `- ${k}: ${v}`)
              .join('\n') || '- No categorized issues';

            const sentimentLines = Object.entries(bySentiment)
              .sort((a, b) => b[1] - a[1])
              .map(([k, v]) => `- ${k}: ${v}`)
              .join('\n') || '- No sentiment data';

            const body = [
              `# 📊 Weekly Support Digest`,
              `*${new Date(oneWeekAgo).toLocaleDateString()} — ${new Date().toLocaleDateString()}*`,
              ``,
              `## Overview`,
              `- **New issues:** ${opened.length}`,
              `- **Closed issues:** ${closed.length}`,
              `- **Open rate:** ${opened.length > 0 ? Math.round(closed.length / opened.length * 100) : 0}% resolved`,
              ``,
              `## By category`,
              categoryLines,
              ``,
              `## By sentiment`,
              sentimentLines,
            ].join('\n');

            await github.rest.issues.create({
              owner: context.repo.owner,
              repo: context.repo.repo,
              title: `📊 Weekly Support Digest — ${new Date().toLocaleDateString()}`,
              body,
              labels: ['digest'],
            });

Auto-block spam and close

Automatically block the sender and close the issue when Scitor labels it as high spam:

name: Auto-block spam
on:
  issues:
    types: [labeled]

jobs:
  block-spam:
    if: github.event.label.name == 'spam:high'
    runs-on: ubuntu-latest
    steps:
      - uses: actions/github-script@v7
        with:
          script: |
            // Block the sender using Scitor's /block-sender command
            await github.rest.issues.createComment({
              owner: context.repo.owner,
              repo: context.repo.repo,
              issue_number: context.issue.number,
              body: '/block-sender',
            });

            // Close the issue
            await github.rest.issues.update({
              owner: context.repo.owner,
              repo: context.repo.repo,
              issue_number: context.issue.number,
              state: 'closed',
              state_reason: 'not_planned',
            });

Apply priority labels by sentiment

Add priority labels based on the combination of sentiment and category:

name: Priority labels
on:
  issues:
    types: [labeled]

jobs:
  prioritize:
    runs-on: ubuntu-latest
    steps:
      - uses: actions/github-script@v7
        with:
          script: |
            const labels = context.payload.issue.labels.map(l => l.name);

            // Determine priority based on label combinations
            let priority = null;

            if (labels.includes('sentiment:negative') && labels.includes('category:bug-report')) {
              priority = 'priority:critical';
            } else if (labels.includes('sentiment:negative')) {
              priority = 'priority:high';
            } else if (labels.includes('category:bug-report')) {
              priority = 'priority:medium';
            } else if (labels.includes('category:feature-request')) {
              priority = 'priority:low';
            }

            if (priority) {
              // Remove any existing priority labels first
              for (const label of labels) {
                if (label.startsWith('priority:')) {
                  await github.rest.issues.removeLabel({
                    owner: context.repo.owner,
                    repo: context.repo.repo,
                    issue_number: context.issue.number,
                    name: label,
                  }).catch(() => {}); // Ignore if already removed
                }
              }

              await github.rest.issues.addLabels({
                owner: context.repo.owner,
                repo: context.repo.repo,
                issue_number: context.issue.number,
                labels: [priority],
              });
            }