Teams

Organize ownership, automate assignments, and track work by function or region.

---

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.

---

Setup

---

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.

---

Best practices

• Use Teams, even if you only have a small number of users, so you can be ready to scale

• Use Teams in Triggersfor 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