Set clear response targets and start measuring support quality. By the end of this track you will have SLAs, support hours, and CSAT surveys set up and running.
SLAs define how quickly your team should respond and resolve issues. Even simple targets help teams stay consistent and prevent tickets from slipping through the cracks.
SLAs give every issue a deadline. Without them, tickets sit open until someone notices — with them, a breached timer automatically surfaces the issue so nothing slips silently. Each priority tier (Urgent, High, Normal) can have its own response and resolution window.
SLA data also feeds directly into Analytics dashboards, so you can see which teams or channels consistently miss targets and make data-driven decisions about staffing and coverage.
Define when your team is actually available so SLA timers only run during working hours.
Without support hours configured, SLA timers run 24/7. A ticket arriving at 11pm on Friday could show as breached by Monday morning, even if your team responded within minutes of starting work.
Support hours tell Pylon exactly when timers should run. You can configure multiple schedules and assign them to different SLA policies — stricter coverage for enterprise accounts, standard hours for everyone else.
CSAT surveys show whether customers are actually happy with the support they receive. They are one of the fastest ways to detect unhappy customers and follow up quickly.
AI Issue QA reviews every resolved conversation and flags issues where the response may have missed the mark — wrong tone, incomplete answer, or slow follow-up. Catch quality problems before your customer tells you about them in a CSAT survey.
Learn more about AI Issue QACSAT surveys are sent automatically after an issue resolves. The response data flows straight into Pylon — you can filter your issue list by score, build a dedicated "Negative CSAT" Saved View to prioritize follow-ups, and track satisfaction trends over time in Analytics.
The single most impactful setting is the send delay. Sending within 1 hour of resolution, while the experience is fresh, gets response rates significantly higher than waiting until the next day.
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Reference
Docs for everything in this track.