How to use Pylon

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

<Tip> The goal as a support engineer is to keep the "New" and "On You" columns empty. </Tip>

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)

<Warning> Please do not place tickets on hold without a ticket. </Warning> <Note> Tickets will automatically move back to the "On You" column when the linked GitHub issue is closed. </Note>

Closed Column

This means you did awesome job and the ticket reached it's Final destination for resolved tickets and no further attention required.