How to use Pylon
Guide for using Pylon to manage customer support tickets
At Activepieces, we use Pylon to manage Slack-based customer support requests through a Kanban board.
Learn more about Pylon’s features: https://docs.usepylon.com/pylon-docs
New Column
Contains new support requests that haven’t been reviewed yet
- Action Items:
- Respond fast even if you don’t have an answer, the important thing here is to reply that you will take a look into it, the key to winning the customer’s heart.
On You Column
Contains active tickets that require your attention and response. These tickets need immediate review and action.
- Action items:
- Set ticket fields (status and priority) according to the guide below
- Check the handle request page on how to handle tickets
The goal as a support engineer is to keep the “New” and “On You” columns empty.
On Hold
Contains only tickets that have a linked Linear issue.
- Place tickets here after:
- You have identified the customer’s issue
- You have created a Linear issue (if one doesn’t exist - avoid duplicates!)
- You have linked the issue in Pylon
- You have assigned it to a team member (for urgent cases only)
Please do not place tickets on hold without a ticket.
Tickets will automatically move back to the “On You” column when the linked GitHub issue is closed.
Closed Column
This means you did awesome job and the ticket reached it’s Final destination for resolved tickets and no further attention required.