> ## Documentation Index
> Fetch the complete documentation index at: https://www.activepieces.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# 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](https://docs.usepylon.com/pylon-docs)

![Pylon board showing different columns for ticket management](https://mintcdn.com/activepieces/ki8mFooo8mAmhMdP/resources/pylon-board.png?fit=max\&auto=format\&n=ki8mFooo8mAmhMdP\&q=85\&s=4c286a0ac7893dd6c11f1cf931dd8a42)

### 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](https://www.activepieces.com/docs/handbook/customer-support/handle-requests.md) on how to handle tickets

> [!TIP]
>
> 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)

> [!WARNING]
>
> Please do not place tickets on hold without a ticket.

> [!NOTE]
>
> 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.


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.