• Tickets originating from Slack will be tagged with Slack within Zendesk

  • Replies made in Zendesk on Pylon tickets will be synced back to your customer’s Slack channel in real-time and vice versa

  • Notes made in Zendesk on Pylon tickets will be synced back to your internal feed channel in real time

  • Contacts for customers asking issues or participating in the ticket conversation get auto created in Zendesk and assigned to the appropriate company

  • You can @mention Slack users straight from Zendesk. We populate the user’s Slack tag next to their comment in Zendesk to make it easy to know who to tag.

    • Use this to loop in team members straight from Zendesk or tag the OP on a thread.
  • Private notes you leave on your Zendesk ticket sync to your private internal feed channel

  • All rich text and attachments sent in either Slack or Zendesk sync seamlessly. Screenshots come with a preview on Zendesk!

  • Zendesk analytics will all work out of the box.

  • When customers respond to closed Zendesk issue, we will file a follow-up ticket in Zendesk linked back to the original ticket and start syncing the thread to the follow-up ticket

  • You can drill down on analytics on specifically Slack tickets by filtering your reporting by the Slack tag that Pylon creates and attaches to all Slack-based Zendesk tickets.