How do I split issues?

Splitting Tickets from Multiple Slack Threads

When multiple messages occur in quick succession without threading in Slack, Pylon may bundle these messages into a single thread. This helps keep conversations organized but can affect where your responses appear.

Currently, you can only split Pylon issues that contain multiple Slack threads. This means:

• If a Pylon issue contains messages from more than one Slack thread, you can split these into separate issues.

• Issues that originate from a single Slack thread cannot be split into multiple Pylon issues.

How to Split a Ticket

If your issue qualifies for splitting (i.e., it contains multiple Slack threads), here's how to do it:

1. Open the Pylon issue that contains multiple Slack threads.

2. Hover your mouse over a message from the thread you want to split off.

3. Look for the "Split thread into new issue" option that appears.

4. Click on this option to create a new Pylon issue from that Slack thread.

Important Notes

• If you don't see the "Split thread into new issue" option when hovering over a message, it likely means the issue contains only a single Slack thread and cannot be split.

• Splitting issues helps in organizing and managing complex conversations more effectively.

This split functionality works across all message sources - including Slack threads, WhatsApp messages, and other channels. If messages are incorrectly grouped into a single issue, you can split them the same way.