The Basics
Use Cases
Tightly Integrated
Toss bugs and feature requests over to your product team by filing tickets in the system they use (Linear, JIRA, Github Issues, Asana, etc.)
Stay up-to-date
Stay up-to-date with their progress. Pylon auto-links tickets created from a conversation, so messages from product and engineering sync back as context as internal notes in Pylon.
Close the Loop
Bump your customer when the product team marks their ticket as done. Pylon will re-surface the old conversation when the associated ticket is completed.
How it Works
Creating a Ticket
There are 2 ways you can create product tickets:
- You can create a ticket from the Kanban board. You’ll see a new module in the issue sidebar to create a ticket. You can set a default project upon installation, or you can choose the project directly from the sidebar.
- You can create it directly from the triage channel. You’ll notice a new Product Ticket button in your triage channel which will also kickoff the same workflow to create a ticket.
You’ll notice context carries over when creating a ticket, so you don’t have to manually link the product ticket with the Pylon.
Waiting on a Ticket
After creating a product ticket, conversations will move to the On-Hold column. This is the column meant to hold convos that are waiting on another internal team.
Tickets in the On-Hold column will move out of the On-Hold column if any customer activity happens on the conversation or the product ticket gets completed.
Details on the product ticket will also display in the issue sidebar so you have context without having to hop into the other ticketing system.
As your product and engineering team works on the ticket, their messages will sync from their system back to Pylon for extra context.
Completing a Ticket
When the status moves to Done on the product ticket, the Pylon conversation will move out of On-Hold and into “Waiting on You” so you can tell your customer their request has been completed!