Skip to main content
With Pylon’s support ticketing capabilities, your team and/or customers can initiate support tickets from Slack. Unlike conversations in Slack, a support ticket is visible to the customer with a status.

​
Handoff Questions to the Support Team

If you’re a CSM or Account Manager wasting time shuffling messages between a customer and support, you can seamlessly handoff support questions to the support team, directly from Slack.

​
Allow Customers to stay in Slack

Don’t force customers to leave Slack just to open a ticket. Make the workflow easy for your customers and your team! Get support for your customer as quickly as possible when AI can link the relevant documentation.

​
Opening a Ticket

​
Customer Prompt

If enabled, when a customer sends a message that looks like a support question, we’ll prompt them to self-serve into creating a support ticket automatically. The message they see can be customized on the Settings Page. This message is only visible to the question asker and balances ongoing education with minimal intrusion.

​
Ticket Emoji

You can react to any message or thread with the 🎫 emoji to create a ticket.

​
Closing a Ticket

Either your team or the customer can click the Close Issue button in Slack or the support team can close the ticket from Pylon.