Automate your GitHub triage process

Quickly find and prioritize GitHub activity that needs a response.

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Developer Relations, Sales


GitHub logoGitHub


GitHub is where open-source happens. It’s where developers communicate, collaborate, and contribute.

And when your product is available on GitHub, your developer relations and go-to-market teams naturally want to know what’s happening and how to respond.

Sometimes that means squashing bugs. Other times it means talking about your managed services with a user who fits your ideal customer profile (ICP). Either way, the hard part is keeping pace—and knowing how to separate the signal from the noise.

In this playbook, we’ll show you how to uncover the GitHub activity you may be missing, stay updated on it in real time, and zero in on what matters most.

Let’s dive in 🤿

What you’ll need:

Common Room (this is how we’ll find and filter GitHub activity—sign up for free to follow along)
Access to GitHub

Step 1: Connect GitHub

We’ll start by connecting GitHub to Common Room.

Log into Common Room, head over to the Settings menu in the left sidebar (the little ⚙️ icon at the bottom), and click into Sources.

Select Sources from the Settings menu

Select GitHub and click Connect GitHub.

Select GitHub

From here you’ll need to authenticate your account and choose the repositories you want to connect. Keep in mind that this requires admin access or approval.

Once Common Room is installed and authorized to access your GitHub repos, the data will start rolling in.

💡 Common Room gives you dozens of natively built and fully managed integrations with popular digital channels and data sources to help you centralize your view of user activity.

All right, let’s take a look at the GitHub activity that requires our attention 👀

Step 2: Filter activity

Hit Back to app to leave the Settings menu, then click on Activity in the left sidebar.

Select Activity

We want to create a priority list of people to follow up with based on their GitHub activity. There are multiple ways to do this, but it all comes down to filters.

💡 You can apply a wide range of filters to people, organizations, and activities in Common Room to quickly surface the attributes and actions you care about.

For example, we could click Add filter, select GitHub, and choose # of Issues.

Select # of Issues

We would put 1 in the At least box to surface all GitHub issues.

Add criteria

To spotlight issues that haven’t received a response, we’d click Add filter and select Replies.

Select Replies

Then we’d choose No reply.

Select No reply

Finally, let’s say we want to focus on recent issues. We’d click Add filter once again and select Active between.

Select Active between

Then we’d choose Last 7 days.

Select Last 7 days

Bam—we now have a view of all GitHub issues over the past week that haven’t gotten a response.

View GitHub activity

Another option is using Common Room’s auto-categories 🤖

💡 Common Room’s auto-categories feature uses machine learning to automatically group activity into key categories, including product complaints, feature requests, product appreciation, bugs and issues, product questions, messages with content attached, and account support.

All we’d have to do is click Add filter and select Category.

Select Category

This will bring up a dropdown list of options. We’ll choose Product complaint, Bug/issue, product question, and Account support.

Select categories

Then we’d once again add our filters for activities that haven’t received a reply over the past seven days.

And just like that, we have an overview of GitHub activity we want to follow up on.

From here we can click into the activity to understand what it’s concerning, as well as view the person’s profile to learn more about them.

But first, let’s drill down further to make sure we’re prioritizing our VIP users.

Step 3: Filter for customers and ICP

We want to help all our users, but we also want to make sure we’re giving our current and prospective customers the white-glove treatment.

There are multiple ways to spotlight these individuals using filters, but the easiest and most accurate method involves tags.

💡 You ca create both contact tags and organization tags in Common Room. These help you automatically assign certain designations to individuals and organizations based on preset criteria, as well as filter for them much faster.

Let’s say we’ve created both our Customer and Ideal customer profile tags in Common Room.

The former is based on the data in our CRM (Common Room offers native integrations with both Salesforce and HubSpot), and the latter is based on filters such as company size, revenue, industry, and tech stack.

💡 Check out these playbooks to see how you can set up tags to identify existing customers and identify ideal customers.

All we’d have to do is click Add filter and select Organization tags.

Select Organization tags

Then we’d choose both Customer and Ideal customer profile from the dropdown list.

Select tags

Now our view of GitHub activity is focused on the paying customers we want to retain and the companies we want to convert.

Let’s make sure we’re always ready to respond lickety-split 🏃

Step 4: Create real-time alerts

Navigate to Team alerts in the left sidebar.

Select Team alerts

We’ll click Create team alert, then add a name and description to our alert ✍️

Add name and description

Now it’s time to choose which activities we’ll be notified about.

💡 Common Room lets you create and customize team alerts based on any criteria you want to instantly get updated on the people, organizations, and activities you care about.

First we’ll choose New activity under the trigger section.

Select New activity

Next, we’ll filter for the activity we care about under the filter section by adding our tags under Organization filters (Customer, Ideal customer profile), GitHub under Contact filters, and our categories under Activity filters (Product complaint, Bug/issue, Product question, Account support).

Select filters

Finally, we’ll choose where we want to be notified under the action section. In this case, we’ll select an internal Slack channel.

Select Slack channel

After we hit Create alert we’ll get pinged in real time whenever there’s GitHub activity among our current customers and people who work at organizations that match our ICP.

Wrapping up

There we have it—a GitHub triage list to help us keep our paying customers happy and spotlight opportunities to convert high-fit users 😉

With this list in hand we can squash bugs, spotlight upsell signals, and do much more faster than ever before.

Looking for a different playbook? Let us know. And if you haven’t already, take Common Room for a free spin.

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