Pylon Playbook
Introduction
Pylon is a tool that we use in support to manage our customer conversation. Pylon handles conversations across Slack, live chat, support tickets, and email. In addition to being a tool for communicating with customers, it is also how we track “voice of customer” feedback. i.e. what users are saying about our product, what questions or issues they are encountering, and what new features they are looking for.
Procedures
In Pylon, all customer conversations are referred to as issues so we will be using that term going forward in this doc. When a customer reaches out, regardless of the source, a new issue will appear in the New column of the Issues board. While you can see and respond to some issues in Slack, for consistency you should handle all of your customer conversations through the Issues board.
Basic Pylon Workflow
-
When a new issue is created, a new post will be sent to #pylon-triage
-
SLAs will automatically be assigned to the issue based on the source using preset triggers:
-
Slack (during hours) = 15 minutes / 30 minutes
-
Slack (after hours) = 2 hours / 4 hours
-
Email / Support Request form (during hours) = 60 minutes / 4 hours
-
Email / Support Request form (after hours) = 4 hours / 8 hours
-
Chat (only available during hours) = 3 minutes / 5 minutes
- Note: after hours is from 5pm PT on Friday to 5pm PT on Sunday
-
-
-
If we don’t reply before the SLA expires an alert will be sent to #pylon-alerts
-
All issues can be viewed on the Issues board, all customer conversations should be handled through this board
-
When you respond to an issue through the Issues board you will automatically be labeled as the Assignee for the issue
-
Fill these fields in the Issues Detail view as appropriate: Status, Summary/Notes, Ticket Topic, and Ticket Type
- See the Pylon Issues Details Fields playbook for more information on these fields
-
Continue working with the customer until the issue has been resolved, at which point you can close the issue
Ongoing Tickets
Some issues won’t be resolvable at the time the customer reaches out and will need to remain open. The most common examples would be when the issue turns into a bug report or a feature request where we will want to follow up with the customer on the issue at some point in the future. When you have an issue like this you should move the item to the On Hold or On Hold (Bug Reported) column so that it can be monitored and followed up on as needed. See the Resources section for more information on how to report a bug or submit a feature request.
Setting an Email Signature
You can set up an email signature that will be included in any Pylon conversations you have, either from email or the Support Request form. You can find the option to set up your email signature on your Pylon profile page.
Here is an email template you can use:
Amanda DiNoto
API Support Engineer
Get Started with our Docs | Join our Discord community | Check out our Cookbooks
Note: you will need to copy/paste the image separately for it to show up correctly.
Broadcasting Messages to Multiple Slack Channels
You can use Pylon to send a message to multiple Slack channels simultaneously. Pylon refers to this as “creating a broadcast”. Check out this section of the Pylon documentation to learn more.
Resources
Internal Slack channels for Pylon
-
#pylon-triage: A channel where new issues are surfaced as they come in, intended as a place for internal discussions around tickets
-
[#pylon-alerts: A channel where alerts are posted if SLAs for an issue aren’t met, make sure you have notifications on for this channel]{.mark}
-
#slack-firehose: A channel where all new Slack issues from customers are cross-posted, meant to be a channel folks can review to get a feel for what folks are reaching out about
-
#pylon-chat: A channel where new pylon chats are surfaced, you can respond to these chats via Slack thread but for consistency, we should use the Issues board
Pylon Issue Details Fields playbook
How to Report a Bug
How to Submit a Feature Request