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Overview

Teams in Pylon help you mirror your organizational structure so you can manage support and success workflows more effectively. They make it easier to:
  • Divide responsibilities across functions, products, or regions
  • Route and assign work using triggers and automation rules
  • Track performance by team, subteam, or member
  • Filter dashboards and views to focus on specific groups
  • Report on volume, resolution time, and SLA adherence per team
Whether you’re managing enterprise customers, segmenting by region, or coordinating cross-functional work, Teams let you do it in a scalable, organized way.

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Setup

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Use cases

  • Assigning tickets by region
    • Route all EU tickets to the EMEA Support Team, with APAC getting their own queue and assignment logic.
  • Organizing by function
    • Create separate teams for Support, Success, and Finance to triage different types of issues.
  • Nested teams
    • Set up sub teams under broader teams (like Tier 1 and Tier 2 support under a Support team) for more detailed routing and reporting.
  • Running global coverage
    • Use recurring daily/weekly schedules or round robin to distribute issues within a team automatically.

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Best practices

  • Use Teams, even if you only have a small number of users, so you can be ready to scale
  • Use Teams in Triggers for automated routing (e.g. “Assign all emails to the support@ email address to the support team”)
  • Create Views filtered by Team to create targeted boards
  • Report by Team to measure resolution times, volume, and performance
  • Use Assignment Rules to automatically route issues that have been assigned to a team to a specific individual on that team