Flexible and Automatable Ticketing System
Use Cases and Deployment Scope
We use Pylon to create customer support tickets from questions our customers ask about the product or their accounts. Pylon enables us to track multi-channel outreach: web form, email, slack channels. All channels come into a united queue which is automatically categorized and prioritized for the support team to work on. The tickets move through different statuses before getting closed. The Pylon backlog is the first surface from which tickets can become either Engineering or product escalations.
Pros
- Deflect spam
- Integrate with JIRA
- AI for classifying tickets
- AI for improving copy
- In-app worfklow automation through triggers
Cons
- Discrepancies between API labels and UI labels (ex: ticket statuses)
- Control over when an AI field value gets filled
- Round robin assignment by % of backlog volume is missing
Return on Investment
- Consolidation: We merged 3 ticketing platforms into 1 Pylon backlog
- Efficiency: Spam and commercial outreach are automatically disqualified
- Multi-team orchestration: triggers enable us to accurately send the ticket where it belongs in terms of subject matter expertise
- Exhaustivity: Notifications enable us to spot JIRA, customer or internal updates on ticket so that no change goes unnoticed.
Usability
Alternatives Considered
Zendesk Guide, Zendesk Suite, Freshdesk and Front
Other Software Used
Slack, Atlassian Jira, Atlassian Confluence
