If you find yourself losing track of customer messages, not responding quickly, or needing analytics on your customer conversations, it’s time to start using Pylon’s ticketing.

Pylon’s ticketing system gives GTM teams structure around their customer conversations.

All customer messages are captured and grouped into units of Conversation. For example, if two messages come in from a customer about the same topic, we automatically group them together.

Each conversation has a status of Open, In Progress, or Closed.

Conversations can be viewed and handled directly in Slack via Triage Channels or from the Kanban Board.

Account Executives and Customer Success Managers typically have their own Triage Channels where they can track conversations related only to their own Accounts.

Conversational tickets are completely invisible to a customer, unless you explicitly connect a conversation to a support tool like Zendesk, Intercom, or Salesforce Service.

Conversations are created out of all customer Slack messages, including use cases like:

New Conversations

A new conversation is created when a customer sends a message into any of your customer channels. At that moment we initiate a Conversational Ticket or add the message to an existing one.

The conversation is visible in both your Triage Channel and the Kanban Board.

There are three conversations shown in the triage channel. One in progress conversation, another that is closed, and a third that has been synced to Intercom.

The same conversations viewed from the Kanban Board in our UI.

Messages will be grouped into a conversation using a combination of criteria including AI, threading, timing.

Two seperate messages that are grouped into one conversation.

What that one Conversation looks like in the Triage Channel

Conversation Owners

Conversations are assigned an Owner based on who the Channel Owner is for the Account. The Channel Owner is set when Pylon is added to that channel.

You can always modify it by:

  1. Going to the Accounts Page
  2. Clicking on the relevant Account
  3. Choosing a new Account Owner

Conversation Status

New conversations start with the status To Do. As you respond to customer messages, Pylon uses AI to categorize the status of the conversation for you or you can always update the status manually using the Kanban Board.

StatusExplanationSample Trigger
To DoYou have not responded to the message.Customer sends any message.
In ProgressYou sent a response that does not conclude the conversation.You say “Taking a look” or “Let me check with the team”
ClosedYou sent a response that concluded the conversation.You say “I just confirmed with the team…”

This response will mark the conversation as `In Progress`

This response will mark the conversation as `Closed`

Closing a Ticket

You can mark a conversation as Closed in the Triage Channel by clicking the Acknowledge button in the Triage Channel, responding to a customer with a conclusive message, or by manually dragging a Conversation into the Closed state.

Discussing Issues Internally

Because Triage Channels are just Slack channels, you can have discussions with others about Conversations directly from there. Simply add a reply within the Triage Channel.