Best Practices: Notifications
Last updated: February 25, 2026
When making the transition to Pylon, it's important to set your workflows up to only pull attention when and where it's needed in order to avoid notification fatigue. We've put together some best practices to help you determine the workflows most helpful for your team.
Category 1: Built-in Notification Settings
Here's some recommended settings for each category, assuming your team is used to working mainly in Slack. These settings are personal for each user, so they can feel free to tweak them as needed!
Setting | Recommendation | Reason |
I'm assigned an issue by a teammate | Your Choice | It's often helpful to leave these on, in your preferred platform, as manual assignments should be infrequent and usually represent some call to action. |
I'm assigned an issue by triggers or assignment rules | Support Team: Off* Other Teams: Slack | Typically your team should be aware of rule-based assignments and have views set up accordingly, so this is usually only helpful for teams that aren't living day-to-day in Pylon with a low volume of issues assigned. If you haven't built a process around assigning or viewing your own issues yet, leave this on even for the support team. |
I'm mentioned in an internal note | Off | If you are already in relevant internal channels and regularly checking Slack, you should already receive a Slack notification for the @ mention so you can leave this setting off. This is most helpful if you're living primarily out of Pylon and want to receive notifications via Chat Widget/ on your desktop. |
New message from the customer | Support Team: Off Other Teams: Slack | If you're already in Slack and/or not answering Pylon issues as part of your normal process this can be helpful to keep on, but otherwise will be covered by issues moving into the "On You" status. |
New message from Pylon team | Off | These should only be left on if you don't usually respond to issues yourself (as you get notifications for your own responses too). Typically team members will @mention you if direct action is required, and you're added as a follower whenever you participate in an issue. Note: Some users may still experience unwanted Slack notifications when replying to customer threads even with this setting turned off - if this occurs, contact support as this may require additional troubleshooting. |
Issue that I follow is unsnoozed | Your Choice | Every team member typically has different preferences around when they snooze issues, so it's best left up to the user. |
Issue that I'm assigned to breached SLA | Email / Slack | These are typically the most impactful to have notified outside of Pylon, as they're low(er) volume and represent a need for escalation. |
I'm mentioned in a knowledge base article comment | These are typically very low volume and low priority, so shouldn't be set to a notification where it pulls focus from day-to-day processes. These are similar to collaborative comments in Google Docs. | |
New comment in a knowledge base article thread | Same as above. |
Category 2: Internal Threads / Triage Channels
Internal Threads and/or Triage channels can be helpful depending on what % of your team lives out of Pylon vs. other tools, and whether or not you'd want to create automatic threads can often be left up to preference. You can find our full thoughts on best practices on this in our article 📄 Best practices: Slack and Pylon.
Category 3: Notifications via Triggers
Triggers can be a powerful way to set up reminders to follow-up on issues after a designated time period with no activity vs. the built-in notifications, which only alert at the time of the event (i.e. customer message received). You can find our full thoughts in our article 📄 How to Set Up Auto-Bump and Auto-Close Triggers.
Category 4: Channel Membership Alerts
Pylon can post a notification to your triage channel whenever someone joins or leaves a customer Slack channel. If this is generating noise (e.g. internal team members triggering alerts), you can toggle join and leave alerts independently under Settings → Workflows → Channel Membership Alerts. You can also change which Slack channel receives these notifications from that same page.