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.

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Custom Statuses

Use custom statuses to further personalize issue workflows to your business. Custom statuses fit into one of the 5 status categories.

For example, make a "Waiting on Engineering" status in the On Hold category to separate.

Custom statuses can be used anywhere statuses are used - they show up as separate Kanban columns, can be set with keyboard shortcuts, in macros, triggers, etc and more.

Custom statuses can be created on the Issue Statuses page in Settings. You can customize the color of the icon of your custom status.

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 s when 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.