Commenting on Issues

Issue commenting in GitHub can be as simple as typing in a response and clicking "Comment". With Yetto installed, you can choose to create internal or external comments.

Internal comments

All of your comments on GitHub issues are internal by default. This means:

  • Only team members with access to the repository can see the comment.
  • Only team members with access to the repository can be @ mentioned.

This is useful for discussing a problem within a support ticket before sending a response to the user. Internal comments in support tickets enable more collaborative support workflows. You can:

  • Ask someone to confirm your solution
  • Collaborate on a solution or work-around
  • Have someone proofread your message before sending anything to a user
  • Leave notes for you and your team regarding how you found the source of a problem

External comments

When you are ready to respond to a user's support request, Yetto can help. In the repository that you've configured with Yetto, you can use GitHub issues to respond directly to your users.

To send an external response to the user who opened the issue, type [/send] at the end of your issue comment. The [/send] command must be the last seven characters of the comment.

Yetto will see that and send an email with the contents of the comment to the originating email address. The [/send] command will be stripped from the outgoing message, so the user will not see it.

Attachments

All outbound attachments from GitHub comments are available using GitHub's content delivery network. These are publicly available to anyone with the URL, so don't attach files or images that contain sensitive information. For more information, see "File attachments on issues and pull requests" in the GitHub documentation.

All inbound attachments are stored in Google Cloud Storage and served through yettoapp.com. These can only be accessed by authorized users who have access to your GitHub repository. In order to view inbound attachments, the Yetto app will ask for permission to access your GitHub account, strictly for determining whether you have access to the inbound data. We will not ask for, and are unable to access data for, repositories that aren't associated with Yetto.

Markdown

Yetto parses Markdown in GitHub issue comments so that they look exactly the way they do in GitHub's comment preview mode.