At Activepieces, we use Pylon to manage Slack-based customer support requests through a Kanban board. Learn more about Pylon’s features: https://docs.usepylon.com/pylon-docs Pylon board showing different columns for ticket management

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New Column

Contains new support requests that haven’t been reviewed yet
  • Action Items:
    • Respond fast even if you don’t have an answer, the important thing here is to reply that you will take a look into it, the key to winning the customer’s heart.

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On You Column

Contains active tickets that require your attention and response. These tickets need immediate review and action.
  • Action items:
    • Set ticket fields (status and priority) according to the guide below
    • Check the handle request page on how to handle tickets
The goal as a support engineer is to keep the “New” and “On You” columns empty.

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On Hold

Contains only tickets that have a linked Linear issue.
  • Place tickets here after:
    • You have identified the customer’s issue
    • You have created a Linear issue (if one doesn’t exist - avoid duplicates!)
    • You have linked the issue in Pylon
    • You have assigned it to a team member (for urgent cases only)
Please do not place tickets on hold without a ticket.
Tickets will automatically move back to the “On You” column when the linked GitHub issue is closed.

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Closed Column

This means you did awesome job and the ticket reached it’s Final destination for resolved tickets and no further attention required.