What are partner accounts?

Partner accounts let one partner or agency work across multiple customer accounts while keeping the customer account and partner identity separate on issues.

When an issue is created by a contact who belongs to a partner account, Pylon can show a separate Partner field on the issue. This makes it easier to filter and report on partner-involved work.

How to set up a partner account

1. Create or open the account that should represent the partner.
2. Set its Account Type to Partner.
3. Open Related accounts on that partner account.
4. Use Add Customer Account to link the customer accounts that partner works with.

After the relationship is in place, partner contacts can participate in issues for those linked customer accounts.

Message handling

Messages from partner contacts in customer channels are treated as customer messages for workflows such as AI status handling and SLA timing.

Slack account-domain behavior

When Pylon creates accounts from Slack channel membership, domains that match partner accounts are ignored when setting the customer account domain.