Internally, we have two main use cases for using Pylon along with incidento.io

• Linking Pylon issues with incidents

• Sending customer escalations to the on-call Support Engineer for urgent support

🔗 Linking issues with incidents

Pylon offers an incident.io app that can be added to Pylon, which will let you:

• Create a view of tickets, filtered by a specific incident

• Run reporting & analytics on how many tickets are associated with incidents

• Create differentiated automated workflows for tickets that are tied to an incident

‼ Escalating issues to Support Engineers

We want to give our users the power to escalate issues to us that they consider urgent. This is important for issues that may come up outside working hours or during bank holidays, so that our customers can page someone and get support within minutes.

How is this configured?

• We do this by using Pylon's Forms

• Form is triggered whenever a user reacts with a ‼ emoji on a message, which sends a form within the thread, asking the customer two questions:

  • Escalating Reason

  • Details of escalation

• Once the two fields are submitted, we trigger a webhook call to our HTTP alert source to create a new alert in incident.io

  • This allows us to pass in all sorts of metadata to the alert.

• Once we receive the alert, we trigger an escalation and create an incident using our alert routes