Pylon
Knowledge BaseWebsiteChangelogBook a DemoLogin
  • Getting Started
    • Introduction
    • Quick Start
    • Slack Setup
    • Channel Configuration
    • User Guide
  • Support Workflows
    • Omnichannel Support
    • Issues
      • Views
      • Statuses
      • Message Editor
      • Copilot
      • Internal Threads
      • Proactive Issues
      • Translation
      • Bulk actions
      • Issue Groups
    • SLAs
    • Support Hours
    • CSAT
    • Ticket Forms
    • Assignment Rules
      • User Status
    • Email
  • Platform
    • Custom Fields
    • Required and Conditional Fields
    • Tags
    • Teams
    • Triggers
      • Logs & History
    • Macros
    • Command Search
    • Roles & User Management
    • Training Data
    • Ask AI
  • AI Agents
    • Overview
    • Build
      • Resources
    • Test
  • Knowledge Base
    • Overview
    • Articles & Collections
      • Editor
      • Copilot
      • Templates
      • Collaboration
    • Knowledge Gaps
    • Styling & Customization
    • Custom Authentication
    • Search
    • Translation
  • Customer Portal
    • Overview
    • Styling & Customization
    • Access Control
    • Portal Experience
    • Custom Authentication
  • In-App Chat
    • Overview
    • Styling
    • Functionality
    • Chat Experience
    • Chat Setup
    • Identity Verification
    • JavaScript API
  • Account Management
    • Accounts
    • Views
    • Notebooks
      • Blocks
    • Highlights
    • Fields
    • Copilot
    • Activities
      • Custom Activities
  • Reporting & Analytics
    • Analytics
    • Default Dashboards
    • Custom Dashboards
  • Broadcasts
    • Overview
    • Create a Broadcast
    • Analytics
  • Integrations
    • CRM
      • Salesforce
      • Hubspot
      • Attio
      • Pipedrive
    • Ticketing
      • Linear
      • GitHub Issues
      • Asana
      • Jira
    • Alerting
      • PagerDuty
      • Opsgenie
    • Chat
      • Slack
        • Internal Threads
        • Collect Data
        • Support Ticket Flow
        • Welcome Message
        • Bookmarks
        • Onboard Employees
        • Left Company
        • Slack Community
      • Microsoft Teams
      • Discord
    • Incident Management
      • incident.io
    • Call Recording
      • Gong
      • Fathom
      • Grain
      • Fireflies
  • Data Warehouse
    • Snowflake
    • BigQuery
  • Developer
    • API
      • Authentication
      • Errors
      • API reference
        • Attachments
        • Accounts
          • Activities
          • Highlights
        • Contacts
        • Custom Fields
        • Issues
        • Knowledge Base
        • Me
        • Messages
        • Tags
        • Teams
        • Ticket Forms
        • User roles
        • Users
      • External IDs
    • Custom Apps
    • Embedded Iframes
    • Webhooks
Powered by GitBook
On this page

Was this helpful?

  1. Support Workflows
  2. Issues

Proactive Issues

Initiate conversations from Pylon to customers proactively

PreviousInternal ThreadsNextTranslation

Last updated 1 month ago

Was this helpful?

Usage

Create a tracked issue from Pylon by clicking the Create Issue button in the top right of the issues page.

Macros are available to use as part of the issue creation flow! Hit the m keyboard shortcut to bring up the macro menu.

Once you select where to create the issue and fine tune your message (details below), click the "Create Issue" button again in the top right to finalize and post.

Internal Only

Create an issue that is only visible internally to your team. Manually set the account of the issue as the customer account to attribute work to the proper customer.

This is best used when:

  • Tracking work from a customer call

  • Tracking fully internal work on behalf of a customer, i.e. requests made from internal team members

Email

Kick off an email to a customer or set of customers that will be tracked as an issue in Pylon. Use CC and BCC to loop in relevant additional stakeholders.

Slack

Kick off a proactive issue into a shared Slack channel. This will post a message into your configured shared channel with the customer and start an issue tracked in Pylon.

Microsoft Teams

Kick off a proactive issue into a Teams channel. This will post a message into your configured Teams channel with the customer and start an issue tracked in Pylon.

In-app Chat

Kick off a proactive issue to a user over chat. This will pop your message out from the user's chat, allowing them to click and respond.

Use our to programmatically create a proactive issue in any channel!

POST /issues API