What's considered a Ticket?
Last updated: February 18, 2025
All communication with customers are considered Issues.
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 channel if Ticketing is turned off. Here, Pylon is invisible to your customer and messages are collected and bundled into conversations. |
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.
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