How to split Slack issues with multiple threads

Applies to: Slack-sourced issues that contain multiple customer threads.

You can split an issue only when the issue already contains more than one separate Slack thread. If the issue comes from a single Slack thread, Pylon does not support splitting that conversation into multiple issues, even when the thread contains several different questions.

How to split an eligible issue

1. Open the issue in Pylon.
2. Hover over a message from the thread you want to separate.
3. Select Split thread into new issue.

Pylon creates a new issue for the selected thread, and the remaining thread stays on the original issue.

When the option does not appear

• The issue contains only one Slack thread.
• The message you are viewing is not part of a separate thread that can be split out.

If one Slack thread contains multiple unrelated topics, the current workaround is to create a separate issue manually and keep the issues linked for tracking.