Can Pylon track or manage Slack Direct Messages (DMs)?

Last updated: December 11, 2024

Currently, Pylon does not have the capability to directly track, manage, or create issues from Slack Direct Messages (DMs) or group DMs.

Recommended Practices

To ensure all customer interactions are properly tracked and managed, we recommend the following practices:

  1. Encourage public channel usage: Whenever possible, guide customers to post their questions or concerns in the shared Slack Connect channel or public support channels. This approach improves visibility and allows for easier tracking through Pylon.

  2. Manual issue creation: If a conversation occurs in DMs that needs to be tracked, you can manually create an issue in Pylon. To do this:

    • Go to the Pylon Issues page

    • Click on "Create Issue"

    • Fill in the necessary details from the DM conversation