What is the difference between linking Slack to Customer, Community, and Internal Accounts?

Customer Accounts

Customer accounts are linked to 1:1 Slack channels between you and a specific customer, typically named #ext-customer or #yourcompany-customer. They can be shared channels or ones where customers are single channel guest users.

All issues in these channels are attributed to the given customer.

Community Accounts

Community accounts are most often linked to Community Slack channels, where you might have a #help or #support channel that includes hundreds or even thousands of customers. They're places where you have multiple different customers in one Slack channel. We distinguish community vs customer accounts so that we know whether the users in that channel all belong to the same organization or not.

Internal Accounts

Internal accounts are linked to internal Slack channels where you offer support to your own team. For example, if your CS/Sales team has questions for your support or eng team you'd link that channel as an Internal Account. In this case the "customer" is your own team. You can only link Internal Accounts from the Pylon UI on the Accounts Page. Learn more.