Statuses
An overview of issue statuses in Pylon.
Pylon has 5 statuses for issues, New, On You, On Customer, On Hold, and Closed. Each has special behavior in how it works and how other features of Pylon interact with it.
Categories
New
New indicates that an issue has not yet had a response by your team since it has started being tracked in Pylon.
Almost always, when you receive a new email issue, in-app chat issue, etc. it will start in New.
On You
On You indicates the next action on the issue needs to be taken by your team.
Pylon automatically uses AI to determine whether next action is needed by your team or by the customer when there is new activity on an issue. This means if a team member responds to a customer issue directly in Slack, email, etc, Pylon will still move the issue to the appropriate status without them taking manual action.
On Customer
On Customer indicates that the next action on the issue needs to be taken by the customer. Issues are typically in this status when you are waiting for a response, acknowledgement, or additional information from the customer.
Pylon automatically uses AI to determine whether next action is needed by your team or by the customer when there is new activity on an issue. This means if a team member responds to a customer issue directly in Slack, email, etc, Pylon will still move the issue to the appropriate status without them taking manual action.
On Hold
On Hold indicates that an issue is pending an action external to Pylon. Issues are typically in this status when they are waiting on a bug fix from engineering.
If using Pylon's ticketing integrations, issues will automatically be moved to on hold when a corresponding unfinished engineering ticket is linked to a Pylon issue. Issues are also automatically moved to on hold when they are snoozed.
Issues are automatically moved out of on hold when there is new public activity on the issue.
Closed
Closed indicates an issue has been resolved. In Pylon, closed issues can be reopened if there is new activity on the issue, for example, a customer in Slack sending a new message into a thread.
Setting Status
The status of an issue can be set explicitly by your team:
Dragging the issue card on the Kanban Board
Selecting issue cards or rows and bulk setting their status
Selecting the status from the top bar when a specific issue is open
Using the keyboard shortcut
swhen an issue is open
You can also use features like Triggers or Macros to automatically set the status of an issue as part of a workflow.
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