• Tickets originating from Slack will be set with Case Origin Slack within Salesforce Service Cloud.
  • Replies made from the Case Feed on Pylon tickets will be synced back to your customer’s Slack channel in real-time and vice versa
  • Case comments made in Salesforce on Pylon tickets will be synced back to your internal feed channel in real time and vice versa
  • When using Salesforce reporting, you can drill into data on Slack tickets by filtering by a Case Origin of Slack

Data Carryover

Pylon creates rich data in Salesforce Service for Slack issues. Contacts with company domains, enriched emails, and avatars are made and associated with cases.

Case information is displayed on the Slack ticket, including who the case is assigned to and its priority.

This includes:

Data TypeSupported
New Contacts
Emails
Avatars

Supported Formatting

FormatSupported
Bold
Italics
Inline Code
Emojis 😊
Links
Multiline Code
Inline Images
Attachments
GIFs
Mention User from Salesforce