Turn a noisy inbox into clear, focused queues. By the end of this track you will have Saved Views and Assignment Rules set up so issues reach the right person and your queue stays manageable.
Setup time: ~5 minutes
The default All Issues view shows everything, which quickly becomes overwhelming. Saved Views let you create focused queues that you can actually clear.
Recommended starting views:
Saved Views are persistent filtered queues — named bookmarks for your issue list that always appear in your sidebar. Unlike one-off filters that reset when you leave the page, Saved Views are always one click away.
The real power is combining conditions: create a view for "My open issues without a reply in 24 hours" and work it to zero every morning. Most teams settle on 3–5 core views and stop looking at the unfiltered All Issues list entirely.
Assignment Rules automatically route issues to the right person. This removes manual triage and ensures new issues never sit unassigned.
Common patterns:
AI Assistant can suggest assignees based on issue content and past assignment patterns. This works well as a fallback for issues that your rules do not catch.
Learn more about AI AssistantRules are evaluated top to bottom and stop at the first match, so you can build a priority chain — assign to the dedicated account owner first, and if there isn't one, fall through to round-robin across the team. Conditions can check channel source, account name, question type, keyword, or priority.
Because rules run the moment an issue is created, your team opens Pylon to a triage-free inbox where every ticket already has an owner.
Your Portal
Log in with your Pylon email address to see your recommended onboarding tasks in the customer portal.
Reference
Docs for everything in this track.