> For the complete documentation index, see [llms.txt](https://docs.usepylon.com/pylon-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.usepylon.com/pylon-docs/integrations/chat/slack/support-ticket-flow.md).

# 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.

<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>

## Ticketing Modes

Choose how tickets are opened in **Settings > Ticket settings** (this page appears once Slack is connected). The **Allow support ticket tracking** dropdown has three modes:

| Mode                                      | What opens a ticket                                                                                               |
| ----------------------------------------- | ----------------------------------------------------------------------------------------------------------------- |
| **Require mention or reaction** (default) | Someone @mentions the Pylon bot, reacts to a message with 🎫, or a customer includes `:ticket:` in a new message. |
| **Track all threads as tickets**          | Every new top-level message from a customer becomes a ticket. Mentions and 🎫 still work.                         |
| **Do not allow ticketing**                | Nothing. Mentions, 🎫, and the customer prompt are ignored.                                                       |

Messages that don't open a ticket are still tracked in Pylon as issues. See [How Slack conversations become issues](/pylon-docs/integrations/chat/slack.md#how-slack-conversations-become-issues).

### Different modes for different accounts

Ticket settings apply in order. Under **Conditions**, click **Add Condition**, set **Apply settings to:** with account filters (for example, **Pylon Account Type** is Community), and choose the settings for those accounts. Each account uses the first condition it matches; everything else falls through to **Other accounts**. Drag conditions to reorder them.

{% hint style="info" %}
Internal channels linked to an account always use **Require mention or reaction**, whatever the account's mode.
{% endhint %}

## Opening a Ticket

### Mention the Pylon Bot

@mention the Pylon bot (or whatever you named it under [Bot display name](/pylon-docs/integrations/chat/slack.md#bot-display-name)) in a message or thread to open a ticket. In a thread, the author of the thread's first message becomes the requester.

### Ticket Emoji

You can react to any message or thread with the 🎫 emoji to create a ticket. Customers and your team can both do this.

<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&amp;token=5b871c1f-2d86-4235-936b-b53ea7c53b3c" alt="" width="375"><figcaption></figcaption></figure>

### Customer Prompt

Turn on **Confirm if contacts are asking a support question** in **Settings > Ticket settings**. When a customer sends a new message that looks like a question, Pylon asks whether they want to open a ticket. You can customize the message on the same page.

This message is only visible to the question asker and balances ongoing education with minimal intrusion. If they click **Help**, Pylon opens a ticket. A customer is prompted at most once every 15 minutes.

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

## In-Thread Messages

These options are in **Settings > Ticket settings**:

* **Send ticket opened confirmation message**: post a confirmation in the thread that mentions who opened or closed the ticket.
* **Send ticket opened follow up message**: post a custom message after the ticket opens.
* **Allow users to close tickets within the thread**: add a **Close Ticket** button to the confirmation message. Requires the confirmation message.
* **Send ticket status update messages**: post a custom message when a ticket is closed or reopened.
* **Add checkmark reaction when ticket is closed**: add ✅ to the original message on close, and remove it on reopen.

## Closing and Reopening a Ticket

When **Allow users to close tickets within the thread** is on, the customer or your team can click **Close Ticket** in Slack. Your team can also close the ticket from Pylon. Teammates need permission to edit issues in Pylon to use the button.

Once a ticket is closed, the button changes to **Reopen Ticket**. Customers and teammates can click it to reopen the ticket, which moves it back to **On you**. A customer reply in the ticket's thread also reopens it. See [Replies after an issue is closed](/pylon-docs/integrations/chat/slack.md#replies-after-an-issue-is-closed).

<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&amp;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&amp;token=778e9e96-3dea-4250-b391-511041696d1c" alt=""><figcaption></figcaption></figure>


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