51 lines
1.7 KiB
Plaintext
51 lines
1.7 KiB
Plaintext
---
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title: "How to use Pylon"
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description: "Guide for using Pylon to manage customer support tickets"
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icon: "hexagon"
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---
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At Activepieces, we use Pylon to manage Slack-based customer support requests through a Kanban board.
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Learn more about Pylon's features: https://docs.usepylon.com/pylon-docs
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### New Column
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Contains new support requests that haven't been reviewed yet
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- Action Items:
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- 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.
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### On You Column
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Contains active tickets that require your attention and response. These tickets need immediate review and action.
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- Action items:
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- Set ticket fields (status and priority) according to the guide below
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- Check the [handle request page](./handle-requests) on how to handle tickets
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<Tip>
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The goal as a support engineer is to keep the "New" and "On You" columns empty.
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</Tip>
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### On Hold
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Contains only tickets that have a linked Linear issue.
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- Place tickets here after:
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- You have identified the customer's issue
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- You have created a Linear issue (if one doesn't exist - avoid duplicates!)
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- You have linked the issue in Pylon
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- You have assigned it to a team member (for urgent cases only)
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<Warning>
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Please do not place tickets on hold without a ticket.
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</Warning>
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<Note>
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Tickets will automatically move back to the "On You" column when the linked GitHub issue is closed.
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</Note>
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### Closed Column
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This means you did awesome job and the ticket reached it's Final destination for resolved tickets and no further attention required.
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