Support Ticket Flow

Enable customers to self-serve into support workflows in Slack

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!

Have AI Link Documentation

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.