# Support Ticket Flow

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. 

<table data-card-size="large" data-view="cards" data-full-width="false"><thead><tr><th></th><th></th></tr></thead><tbody><tr><td><h3>Handoff Questions to the Support Team</h3></td><td>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.</td></tr><tr><td><h3>Allow Customers to stay in Slack</h3></td><td>Don’t force customers to leave Slack just to open a ticket. Make the workflow easy for your customers and your team!</td></tr><tr><td><h3>Have AI Link Documentation</h3></td><td>Get support for your customer as quickly as possible when AI can link the relevant documentation.</td></tr></tbody></table>

## 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](https://app.usepylon.com/settings/ticket-settings).

This message is only visible to the question asker and balances ongoing education with minimal intrusion.

<div align="center"><figure><img src="https://mintlify.s3-us-west-1.amazonaws.com/pylon/images/user-prompt.png" alt=""><figcaption></figcaption></figure></div>

### Ticket Emoji

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

<figure><img src="https://982123570-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9hXBoCTTNw5flARlUVJf%2Fuploads%2FJnaV5PmcCeQO5fzsjbpk%2Fimage.png?alt=media&#x26;token=5b871c1f-2d86-4235-936b-b53ea7c53b3c" alt="" width="375"><figcaption></figcaption></figure>

### 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.

<figure><img src="https://982123570-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9hXBoCTTNw5flARlUVJf%2Fuploads%2FHjSaUhsw8be4xYcHGsUR%2Fimage.png?alt=media&#x26;token=696671ce-e1c3-4a69-a1d6-4f4cf22423a7" alt=""><figcaption></figcaption></figure>

<figure><img src="https://982123570-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9hXBoCTTNw5flARlUVJf%2Fuploads%2Fws71e0ZGvLmEzs6OpBWC%2Fimage.png?alt=media&#x26;token=778e9e96-3dea-4250-b391-511041696d1c" alt=""><figcaption></figcaption></figure>


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# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.usepylon.com/pylon-docs/integrations/chat/slack/support-ticket-flow.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.