How do I show Slack conversations in the customer portal?
Last updated: August 25, 2025
By default, Slack conversations do not automatically appear in the Customer Portal. This is designed to keep the portal focused on significant issues rather than including all quick conversations. However, there are ways to make specific Slack conversations visible in the Customer Portal.
If a customer states they are not able to see all of their tickets in the Customer Portal - check the Portal Visibility toggle in the Issue Details!
Methods to Show Slack Conversations in the Customer Portal
There are two main ways to make a Slack conversation appear in the Customer Portal:
Convert the conversation to a ticket:
If you have ticketing enabled, react to the root message of the Slack thread with the 🎫 (ticket) emoji.
This will convert the conversation into a ticket, making it visible in the portal.
Use the Customer Portal settings in the sidebar:
In the Pylon issues view, locate the right contextual bar.
Scroll down to the "Customer Portal Settings" section.
Toggle on the "Show issue in portal" option.
Use a trigger:
Why This Approach?
This selective approach to displaying Slack conversations in the Customer Portal helps to:
Keep the portal focused on significant issues
Prevent the portal from being overwhelmed with quick, casual conversations
Allow support teams to curate which conversations are most relevant for viewing in the portal
By using these methods, you can ensure that important Slack conversations are visible in the Customer Portal while maintaining a clean and focused view for your customers.