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.
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.
![](https://docs.usepylon.com/~gitbook/image?url=https%3A%2F%2Fmintlify.s3-us-west-1.amazonaws.com%2Fpylon%2Fimages%2Fuser-prompt.png&width=768&dpr=4&quality=100&sign=468da3dc&sv=2)
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.
Last updated
Was this helpful?