Support Ticket Flow
Enable customers to self-serve into support workflows in Slack
Last updated
Was this helpful?
Enable customers to self-serve into support workflows in Slack
Last updated
Was this helpful?
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.
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 .
This message is only visible to the question asker and balances ongoing education with minimal intrusion.
You can react to any message or thread with the 🎫 emoji to create 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.
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.
Don’t force customers to leave Slack just to open a ticket. Make the workflow easy for your customers and your team!
Get support for your customer as quickly as possible when AI can link the relevant documentation.
