How do I show Slack conversations in the customer portal?

Last updated: August 28, 2026

By default, Slack conversations do not automatically appear in the Customer Portal.

If you want a Slack thread to show up there, use one of the supported ways to make that issue portal-visible.

How to show a Slack thread in the Customer Portal

  1. Convert the Slack thread into a ticket by reacting to the root message with the 🎫 emoji.

  2. Open the issue in Pylon and turn on Show issue in portal.

  3. If you want this to happen automatically, create a trigger that sets portal visibility for new issues.

Access in the portal also depends on the contact’s portal role. Admins can see all portal-visible issues for their account. Members can see issues they requested or follow.

If a specific account’s Slack messages are still arriving as conversations instead of tickets, review Settings > Ticket Settings. You can add a higher-priority condition for that account and set support ticket tracking to Track all threads as tickets. Ticket-setting conditions use first-match order, so place the account-specific rule above broader rules.