A support ticket system built around your workflow, not a dashboard

The ticket next to the PR that caused it

When a customer's bug report is a GitHub Issue, linking it to the fix is a normal GitHub action — reference the Issue number in a commit or pull request and GitHub cross-links them automatically. There's no separate "attach ticket ID" field to remember, no second tool to open to check whether the fix shipped. The ticket, the diff, and the discussion about both live in the same place, searchable together.

That matters more than it sounds like it should. A support tool that lives outside your codebase means every escalation starts with someone re-explaining technical context that already exists in GitHub — copying a stack trace into a ticket, or a ticket number into a PR description, by hand.

GitHub permissions, not a second user directory

Every other ticket system maintains its own list of agents, roles, and permissions — a separate identity system your team has to be provisioned into and deprovisioned from. Scitor doesn't have one. Access to the support queue is tied to GitHub repository permissions: anyone with access to the repo can triage and reply, anyone removed from it loses access within a minute. Onboarding a new engineer to support is the same action as giving them repo access, because it is the same action.

GitHub Actions as the automation layer

Most helpdesks ship their own automation rules engine — a proprietary UI for "if ticket contains X, do Y." Because Scitor tickets are GitHub Issues, the automation layer is GitHub Actions: the same workflow files, triggers, and secrets your team already uses for CI/CD. A workflow that fires on a new support Issue can post to Slack, page on-call via PagerDuty, sync to Linear, or run any other webhook — nothing proprietary to learn, no separate automation product to pay for.