Support

• Processing timeout. If no comment appears within five minutes, close and reopen the pull request to retry.
• Branch restrictions. Check allowed_base_branches in .github/wai-docbot.yml. By default DocBot processes pull requests targeting main, master, develop and release branches.
• File filters. The changed files must match include_extensions.
• Approval required. If you set require_pr_approval to true, DocBot posts an estimate and waits for /docbot-approve.

1. The GitHub App is installed on the repository (GitHub Settings, Applications).
2. If you added one, the configuration file is at exactly .github/wai-docbot.yml and is valid YAML.
3. Your target branch is in allowed_base_branches.
4. Your file extensions are in include_extensions.
5. For a private repository, the app has access to it.

Close the pull request, wait five minutes for background processing to clear, then reopen it. DocBot retries automatically. This is usually a cold start or a transient network problem.

Tokens are used when DocBot documents a pull request, runs a full rebuild, or generates architecture guides. Every comment shows tokens used and the balance left, and the portal shows usage by month and repository. The free allowance and each paid tier are on the pricing page.

In your repository, in a _docs/ folder, always. The index is _docs/README.md; per-file documents are _docs/<path>.md, directory READMEs are _docs/<path>/README.md, and architecture guides land in _docs/guides/.

Press Rebuild Docs or Generate Guides in the portal, or push a branch containing wai-docs-update (rebuild) or wai-guides-build (guides). DocBot posts a cost estimate; approve with /docbot-rebuild-approve or /docbot-guides-approve. Rebuild approvals expire after seven days.

The GitHub App was uninstalled, the repository was transferred, or its permissions were revoked. In GitHub Settings, Applications, Installed GitHub Apps, find the app, choose Configure, and make sure the repository is selected.

No. TagBot has no configuration. Check the app is installed on the repository and that the pull request was opened, reopened or updated with a push; pushes made by bots are skipped.

No. It depends on who you are.

• Customers sign in with email and password or Google (through Microsoft Entra External ID), or with GitHub if they have it.
• Your team signs in with GitHub, with email and password, or with Google. Team members are invited by GitHub username or by email address, and either kind works on a standalone desk as well as a connected one.

Always sign in with the same email your invitation was sent to.

1. Open the Service Desk portal your team shared with you.
2. Sign in.
3. Choose Raise a ticket.
4. Give it a subject and a description: what you expected, what happened, and any steps to reproduce. Screenshots and error messages help.
5. Submit. The ticket appears in your list and you are told when it changes.

• Open: received and being worked on.
• Pending customer: we need something from you. Reply to move it forward.
• Ready to review: we believe it is done and would like you to confirm.
• Resolved: closed as fixed. Reply to reopen it.
• Closed: finished and archived.

The portal shows a notification for every reply and status change, and you reply from the portal. Install it as an app (Install, or Add to Home Screen, in your browser) and notifications can arrive as push notifications that open straight to the ticket. There are no email notifications.

No. The desk reads only the markdown you choose to publish as knowledge articles, never your source code. GitHub access is through short-lived installation tokens, webhooks are validated with HMAC SHA-256, and everything is hosted in Microsoft Azure, UK South.

Paid Woden Service Desk plans start with a seven-day free trial. DocBot paid tiers, when they launch, start with a fourteen-day GitHub Marketplace trial. There is also a free plan with no trial clock at all. See pricing.

Make sure you are signing in with the same email your invitation was sent to. Customers only ever see the tickets they raised, plus the knowledge base.

Use the organisation switcher in the header; you can switch without signing out. Each organisation keeps its own board, members and plan.