How do I change the account on an issue?

You can change the account on an issue only when that issue source supports reassignment.

For supported issues, open the issue in Pylon and use the account dropdown in the sidebar to pick a different account.

The account dropdown is supported for these issue sources:

• Manual issues created in Pylon

• Email issues

• Ticket form issues

• Customer portal issues

• SMS issues

• WhatsApp issues

It can also be available in some special cases, including custom issue sources, issues on internal accounts, and partner-context issues.

Account reassignment is not supported for some channel-bound sources, including customer Slack issues, Microsoft Teams issues, and Chat Widget issues. In those cases, the conversation is tied to the original channel or requester relationship, so the account field may appear read-only.

If you do not see an editable account dropdown, the issue source likely does not support changing the account.