How do I raise a ticket with my upstream vendor?

When your customer opens a ticket with you and you need to then in turn raise a ticket with your upstream vendor, Pylon can help you stay on top of both conversations using email internal threads.

1. Find the issue from your customer

2. Click "+ Internal Thread" and select Email

3. Here you can choose to specify as much or as little information about the original issue to pass on to your vendor. You can also choose to loop in your customer or not.

4. This will open an email thread with your vendor that will be tied (but still separated) to your original ticket with the customer. Replies from both your customer and vendor will update the ticket.