Partner accounts are a partner or agency that may service multiple customers. Issues started by partners will have a separate “Partner” field that'll be populated to represent that an issue was created by a partner.

Any contact that is in a partner account will be designated as a "partner" and any issue submitted by a contact with the same email as this partner contact will mark issues with a Partner field.

In this case, Bob who works for "Partner Account" performs a service for Adob and the issue he submitted will be labeled with the partner account that Bob is part of.

You can also filter all issues by "Partner" on the issues page:

How to Create a Partner Account

All Accounts View - Add Account - Account Type - Partner Accounts

Find the specific Partner Account that you just created.

Left side bar - look for associated Accounts - Select Customer Accounts that you want associated with this Partner Account

Message handling

Messages from Partner contacts in customer channels will be treated as 'Customer' messages within Pylon for AI status changes, SLA calculations, etc.

Slack channel creation and account domain setting

Previously, having a partner/third-party member in customer Slack channels when auto-creating a Pylon account could result in the incorrect/partner email domain being set on the Customer account in Pylon.

Now, Pylon will ignore contacts with emails that match the domain set on any Partner type account when setting the Customer account domain on accounts created through this method.