Set up Woden Service Desk

Connected to GitHub: install from GitHub Marketplace and choose the repositories it can access. Tickets become issues and the board is your GitHub Projects board.

Standalone: sign up at desk.woden-ai.com with email or Google, name your organisation and say what it is for: working with customers, or your own or your team's work. The desk owns the tickets and the board; GitHub is not involved.

Open desk.woden-ai.com. On a connected desk, sign in with the GitHub account that installed the app. On a standalone desk, sign in with the email or Google account you signed up with. Either way you are the first admin.

1. Branding: your organisation's name, your personalised URL, for example /acme/portal, and your logo — used in the sidebar, on the sign-in screen, on the installed app icon and on exported PDFs. Without a logo you get an initials badge. You can also set your company colours, which appear as a third theme next to Light and Dark. All of it is on every plan, including Free.
2. Estimation unit: hours, days or story points. It drives the delivery metrics.
3. Team: invite admins and agents by GitHub username or by email address — one box takes both, on either kind of desk. An email invite is claimed the first time that person signs in, with email and password, Google or GitHub. Scope agents to service desk, development or both.
4. Projects and boards: on a connected desk, classify each GitHub Project as service desk or development, pick the desk destination, and mark the Done and Active status columns so throughput, lead time and estimate reporting are right. On a standalone desk, name your board and its columns.
5. Repositories: which connected repositories are in scope (connected desks only).
6. Knowledge base and release notes: publish markdown from a repository, or articles from team notes.
7. Intake form: the fields customers fill in when they raise a ticket, with select options mapped to categories.
8. Customers: invite them by email, or share the sign-in link.
9. SLA policy: first-response and resolution targets per priority, and your business hours.

Share the personalised sign-in link with your customers (/<your-slug>/login/support). Raise a live test ticket and confirm it lands where you expect: on a connected desk, in the right repository, project and board column.

Each user can connect Claude, ChatGPT or any MCP-capable assistant to their notes, their dashboard analytics and their tickets. Open Integrations in the portal, paste the connector URL and OAuth client ID into your AI tool, and sign in with OAuth through Microsoft Entra External ID. It reads your private and shared notes (never locked notes), can create private notes and edit ones you authored, and never deletes a note. It sees the tickets you can already see, including a ticket’s own description when you ask for one; it sees replies only if an admin switches that on, and never attachments. On customer tickets it can set the column, category, labels, dates and assignees but cannot raise, rename, rewrite, reprioritise, resolve or close one; your team’s development tickets are fully workable, and if an admin switches it on it can delete one you raised when you ask. It never replies to a customer, never deletes a customer ticket, and never changes the labels the desk acts on. No Woden AI model runs on your data. Available on every plan, opt-in, and revocable any time.

In the same Integrations page, admins get What this organisation allows AI tools to do. Each capability needs two permissions before it works: the person grants it when they sign the connector into their own AI tool, and you allow it here for everybody. Until an admin changes it, everything is allowed except reading ticket threads, adding internal notes and deleting development tickets, which stay off until you tick them — untick a capability to stop it across the organisation without asking anyone to revoke their connector. Below it, write notes telling AI tools how your desk is organised; every AI tool that connects reads them first.