Using Pylon

This guide outlines our process for handling support requests at Langfuse. For this, we use Pylon (docs):

• Centralize our support channels in a single inbox
• Manage escalation levels and track SLAs
• Link customer requests and reported bugs to Linear issues

Everyone gets access to Pylon during onboarding.

What is the Process in Pylon?

1. Unified inbox: Pylon is synced with our support channels: Slack Connect channels, MS Teams channels, email support addresses, GitHub Discussions (Support and Ideas), and in-app support form. Pylon uses AI to merge messages into support tickets in case a user uses multiple messages for a single request.
2. 1st level support: Screens the inbox regularly, answers questions
   • Assign 2nd level owner if escalation is needed
   • Generally, escalate bug reports and feature requests to owner. Owner takes care of linking to their Linear backlog (see product ops).
3. Owner (engineer, GTM): fixes/logs the issue, notes feedback, and gives technical advice.
4. Close the loop: Resolve immediately or log an issue and ping the user once fixed + update docs

How to use Pylon?

Core application screen

1. Status of an Issue.
2. Assignee of an Issue. You own the issue if you are assigned.
3. Customer Tier: Check if they are paying us.
4. Leave internal notes and tag people.
5. Use Pylon to directly reply in Slack/MS Teams/email/chat widget.

Personal workflow

• If you are not on first-level support duty:
  • You can focus on the view My issues (only assigned).
  • It is expected that you clear these out at least once a day.

Recommended Notification Settings

• Subscribe to all events related to threads assigned to you
• In general, we use Slack async. For most members of the team, we recommend enabling Pylon notifications in Slack as the default in order to move fast on customer communication.
• If you are on PTO, please turn on Away Mode in order to (1) unassign threads upon new responses from you and (2) disable any automation that auto-assigns tickets to you

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