How ticket creation works in internal Slack channels

Applies to: Slack channels added to Pylon as internal channels.

Internal Slack channels do not create tickets from every new message. In an internal channel, a regular message stays as a private internal thread until someone explicitly turns it into a ticket by either @mentioning the Pylon bot in the message or adding the ticket reaction.

What to expect

• A plain message in an internal channel does not automatically open a ticket, even if your ticket settings for an internal account say to track all threads as tickets.
• When someone @mentions Pylon or adds the ticket reaction, Pylon can create a ticket from that internal-channel thread.
• Those internal-channel tickets remain private internal work. They are not treated like customer-facing Slack conversations.

Testing tips

If a test still does not create a ticket, confirm that the person sending the message is not being treated as part of the account owner team for that internal account. In that case, their message may be treated as an internal team message instead of a customer-style request.