What's considered a Ticket?

Last updated: May 7, 2026

All communication with customers are considered Issues.

Important: Pylon automatically ingests all messages in connected channels and creates Issues by default, regardless of your ticketing settings. Disabling ticketing only prevents customers from creating formal Tickets through integrations - it does not stop Issue creation entirely.

Issues have further classifications of either being a:

  • Conversation

  • Ticket

Issue Type

Examples

Conversation

Any conversational interactions with the customer where the customer is not aware their messages are being tracked, ie. Pylon is invisible to the customer.

This happens in shared Slack or Microsoft Teams channels. Here, Pylon is invisible to your customer and messages are collected and bundled into conversations.

Note: All messages in connected channels create Issues as Conversations by default, even when ticketing is disabled. Common examples include brief responses like "thanks!" or casual channel discussions. Additionally, AI bots may not respond to messages when operating in conversation mode, as they typically require ticket mode to function properly.

Ticket

Interactions with the customer where they are aware they are opening tickets. Typically in these cases, the customer see their ticket number, or is asked for more information to fill out.

  • Chat interactions

  • Form submissions

  • Portal submissions

  • Slack community tickets

  • Emails

  • Slack Tickets

Managing Unwanted Conversation Issues

If you want to automatically handle conversation-type Issues (like brief "thanks!" messages), you can set up a trigger to auto-close them:

  1. Go to Settings > Triggers

  2. Create a new trigger with these conditions:

    • When: New Issue Created

    • If: Issue Type is Not Ticket

    • Then: Set Issue Status to Closed

This will automatically close all Issues that are Conversations while keeping formal Tickets open for handling.