Internal Threads
Have internal discussions on customer issues
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Have internal discussions on customer issues
Last updated
Was this helpful?
Tabs on the top of the issue view show all conversations related to a given customer issue. The first tab contains the external conversation, overlayed with all internal conversations.
Tabs contains conversations related to the issue from internal slack channels, product ticketing systems (Linear, Jira, etc.) and more.
An internal thread can be created from an issue by hitting the "+ Internal Thread" tab and selecting a destination for the internal thread. Internal threads can be discussions in Pylon or Slack, and represent separate conversation related to customer issue.
Each issue can have multiple internal threads related to it.
When an internal thread is posted to Slack, context about the issue is posted and any comments in the thread will be synced back to Pylon.
Internal threads are useful for looping in additional people and teams onto issues, while still tracking all the context in one place. Use it to:
Loop in engineering in a #bugs channel
Kickoff a feedback discussion about a feature request into a #project channel
Have a quick internal pricing negotiation discussion
You can also create internal threads automatically using Triggers. Setup a Trigger to automatically open up internal threads for all new issues for example, or just for issues marked as high priority. You can do this from the Internal Threads page in settings.
If you already have an ongoing thread in Slack, and would like to sync it to an existing Pylon issue, you can use the "Sync internal thread" shortcut in Slack. To do this:
1) Hover over a message thread in Slack
2) Click the 3 dots on the far right that say "More Actions"
3) Select the "Sync internal thread" shortcut. If it's not immediately visible in the menu, click on "More message shortcuts..." the first time you are using it!
