The Basics

The with Pylon’s support ticketing capabilities, your team and/or customers can initiate support tickets from Slack.

Unlike a Conversational Ticket, a support ticket is visible in Slack to the customer with a status.

When the support team gets a new ticket, they can respond without leaving Pylon. That response will sync directly back to the Slack channel where the ticket was opened.

Here’s why this is powerful:

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Opening a Ticket

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Customer Prompt

When a customer asks a message in Slack that looks like a support question, they can be prompted to optionally open a support ticket. Enable this setting and customize the message they see on the Settings Page.

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Ticket Emoji

You can react to any message or thread with the 🎫 emoji to create a ticket.

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Tag Support

The customer can tag an alias like @Your Company Support at anytime to kickoff a support ticket.

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Floating Bar

The floating bar is a message that stays “pinned” to the bottom of a channel. It stays pinned by constantly reposting itself at the bottom of the channel when new messages are sent in the channel.

The bar itself has a button that opens a modal with a form to kickoff a support ticket. These inputs can be mapped to fields in your support system.

This method of ticketing is the most forceful for your customer, as they will be reminded to open a support ticket with each message they send in the channel.

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Closing a Ticket

Either your team or the customer can click the Close Issue button in Slack or the support team can close the ticket from Pylon.