How do I use issue groups to manage multiple issues?

Last updated: September 18, 2025

Create an issue group

  1. When viewing an issue in Pylon, click into the Issue Group field and select 'Create new group', name the group and hit enter

    image.png

  2. That issue will be automatically linked to the new issue group and the group will be searchable and selectable when viewing other issues.

Updating child issues

  1. When viewing an issue group, you can see all associated child issues listed in the issue sidebar

    image.png

  2. Sending a message from the issue group will send the message to all associated child issues in their respective customer-facing threads (e.g. sending a response to a group with email and Slack issues will send emails and Slack messages respectively)

  3. Moving the issue group to a new status will prompt you with a confirmation modal asking if you want to update the status of the associated child tickets as well. Click 'Skip' if you do not want to update the status of the child issues.

image.png

Note: updating issue fields on the issue group will not update those fields on the associated child issues.

Viewing existing issue groups

To easily view all issue groups at a glance, create and save an issues view with a 'Number of Child Issues' filter applied to it.

  • Setting this to 'has any value' will include all issue groups

  • Setting a specific value allows you to track when issue groups exceed a certain number of associated issues

image.png