Proactive Issues

Initiate conversations from Pylon to customers proactively

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.

Internal Issues

Create an issue that is only visible internally to your team. Set the account of the issue as the customer account to attribute the 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, for example requests made from internal team members

Email

Kick of an email to a customer or set of customers that is tracked as an issue in Pylon. Use cc and bcc to loop in relevant other stakeholders.

Slack

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