What's considered a Ticket?

Last updated: October 26, 2026

All communication with customers are considered Issues.

Important: By default, Pylon ingests all messages in connected channels and creates an Issue for each conversation. Disabling ticketing only prevents customers from creating formal Tickets - it does not stop Issue creation. If you only want Issues created when someone explicitly asks for support, set Allow support ticket tracking to Track ticketed threads only (see below).

However, messages sent by bots or automated systems (including Slack workflows) are ignored to prevent infinite loops. Bot and workflow message detection is disabled by default and requires explicit per-workspace allowlisting in your Slack app settings. To create tickets from workflow messages, you can manually use the 🎫 emoji reaction on the message, or allowlist specific bots in your Slack app settings so their messages automatically create issues. See How to allowlist Slack bots for detailed instructions.

Issues have further classifications of either being a:

  • Conversation

  • Ticket

Issue Type

Examples

Conversation

Any conversational interactions with the customer where the customer is not aware their messages are being tracked, ie. Pylon is invisible to the customer.

This happens in shared Slack or Microsoft Teams channels. Here, Pylon is invisible to your customer and messages are collected and bundled into conversations.

Note: By default, all messages in connected channels create Issues as Conversations, even when ticketing is disabled (unless you use Track ticketed threads only). Common examples include brief responses like "thanks!" or casual channel discussions. Additionally, AI bots may not respond to messages when operating in conversation mode, as they typically require ticket mode to function properly.

Ticket

Interactions with the customer where they are aware they are opening tickets. Typically in these cases, the customer see their ticket number, or is asked for more information to fill out.

  • Chat interactions

  • Form submissions

  • Portal submissions

  • Slack community tickets

  • Emails

  • Slack Tickets

Managing Unwanted Conversation Issues

Option 1: Only create Issues for ticketed threads

  1. Go to Settings > Ticket Settings

  2. Set Allow support ticket tracking to Track ticketed threads only, either as your default or on a rule for specific accounts

Pylon will then only create an Issue when someone reacts with 🎫 or @mentions the Pylon bot. Other messages are kept as account context without creating an Issue.

  • Rules apply per account, not per channel. Every channel on that account follows the same setting.

  • Internal channels always use ticket emoji mode.

  • Existing Issues aren't removed. The setting applies to new messages going forward.

Option 2: Auto-close Conversations with a trigger

If you want to automatically handle conversation-type Issues (like brief "thanks!" messages), you can set up a trigger to auto-close them:

  1. Go to Settings > Triggers

  2. Create a new trigger with these conditions:

    • When: New Issue Created

    • If: Issue Type is Not Ticket

    • Then: Set Issue Status to Closed

This will automatically close all Issues that are Conversations while keeping formal Tickets open for handling.