Support Center

Get help with DocBot, Tagger, and Service Desk setup, troubleshooting, and common issues

DocBot & Tagger — Frequently Asked Questions

help_outlineWhy isn't DocBot commenting on my PR?

Common causes:

  • Processing timeout: If no comment appears within 5 minutes, close and reopen the PR to retry
  • Branch restrictions: Check your `.wai-docbot.yml` config - PRs must target allowed branches (default: main, develop)
  • File filters: Verify your code files match the configured `include_extensions` in the config
  • Approval required: If `require_pr_approval: true`, you must comment `/docbot-approve` to start generation

settingsHow do I ensure my setup is correct?

Checklist:

  1. Verify GitHub App is installed on your repository (check Settings → GitHub Apps)
  2. Ensure `.wai-docbot.yml` or `.github/wai-docbot.yml` exists in your repository
  3. Check the config includes your target branch in `allowed_base_branches`
  4. Confirm file extensions are listed in `include_extensions` (e.g., `.py`, `.js`, `.ts`)
  5. For private repos, verify the GitHub App has repository access permissions

refreshWhat should I do if generation times out?

Quick fix (works 95% of the time):

  1. Close the pull request
  2. Wait 5 minutes for background processes to clear
  3. Reopen the pull request
  4. DocBot will automatically retry

infoNote: This is usually caused by Azure Functions cold starts or transient network issues.

tokenHow does token usage work?

Token limits by tier:

  • Free: 500,000 tokens lifetime (shared across all repos)
  • Entry: 500,000 tokens per month
  • Small: 3,000,000 tokens per month
  • Medium: 10,000,000 tokens per month
  • Enterprise: 50,000,000 tokens per month

Tokens are consumed when:

  • Generating documentation for PR changes
  • Running full repository rebuilds
  • Creating architecture guides

infoView your usage in the Portal under the Monthly tab.

folderWhere are the generated docs stored?

Documentation is committed directly to your repository in the docs/ folder (configurable via `docs_folder` in config).

Structure:

  • docs/README.md - Main documentation index
  • docs/src/ - Source code documentation
  • docs/guides/ - Architecture guides (if generated)

auto_awesomeHow do I generate guides or trigger a full rebuild?

Use the buttons in the Portal:

  1. Generate Guides: Creates architecture diagrams and workflow guides
  2. Rebuild Docs: Regenerates all documentation for the entire repository

Both actions are available in the Portal - select your repository and click the appropriate button.

Guides are visual Mermaid diagrams showing:

  • Architecture overview
  • Workflow processes
  • Data models
  • Component dependencies
  • API integration patterns

error_outlineWhat if I see "Installation not found" errors?

This usually means:

  • The GitHub App was uninstalled from the repository
  • The repository was transferred to another organization
  • The GitHub App's permissions were revoked

To fix:

  1. Go to GitHub Settings → Applications → Installed GitHub Apps
  2. Find "DocBot" or "Tagger" and click Configure
  3. Ensure the repository is selected and has proper permissions

Service Desk — Frequently Asked Questions

loginDo I need a GitHub account to use the Service Desk?

No. How you sign in depends on who you are:

  • Customers / end users: sign in with email/password (via Microsoft Entra External ID), Google.
  • Your team (admins & agents): always sign in with GitHub.

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

confirmation_numberHow do I raise a support ticket?

  1. Open the Service Desk portal your team shared with you.
  2. Sign in (email or Google for customers; GitHub for team members).
  3. Click Raise a ticket.
  4. Fill in a subject and description — what you expected, what actually happened, and any steps to reproduce.
  5. Submit. You'll get a confirmation and the ticket appears in your list.

infoTip: one issue per ticket, be specific, and include context (which repository, which page, what you were doing). Screenshots and error messages help a lot.

flagWhat do the ticket statuses mean?

  • Open — received and waiting to be picked up.
  • In progress — an agent is actively working on it.
  • Waiting on customer — we need more information from you; reply to move it forward.
  • Resolved — we believe it's sorted; reopen by replying if not.
  • Closed — finished and archived.

infoIf a ticket says "waiting on you", open it and reply — we need more information to proceed.

notificationsHow will I know when there's a reply?

You're notified whenever there's a reply or the status changes, and you can reply directly from the portal — no email needed.

Install the portal as an app (choose Install or Add to Home Screen in your browser) and notifications can arrive as push notifications that open straight to the ticket.

lockIs my source code shared with the Service Desk?

No. Service Desk only reads the markdown you choose to publish as knowledge articles — never your source code.

  • GitHub access via short-lived installation tokens
  • Webhooks validated with HMAC SHA-256 signatures
  • Hosted on Microsoft Azure (UK South), GDPR-compliant

person_offI was invited but can't sign in.

Make sure you're signing in with the same email your invitation was sent to.

End users only ever see the tickets they raised, plus the knowledge base.

swap_horizI belong to more than one organization — how do I switch?

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

Still need help? Raise a ticket on the Service Desk

Can't find the answer above? Get access to our Service Desk and raise a ticket there — you'll be able to track replies and ticket status in one place.

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Get support on the Service Desk

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