Add Activepieces integration for workflow automation
- Add Activepieces fork with SmoothSchedule custom piece - Create integrations app with Activepieces service layer - Add embed token endpoint for iframe integration - Create Automations page with embedded workflow builder - Add sidebar visibility fix for embed mode - Add list inactive customers endpoint to Public API - Include SmoothSchedule triggers: event created/updated/cancelled - Include SmoothSchedule actions: create/update/cancel events, list resources/services/customers 🤖 Generated with [Claude Code](https://claude.com/claude-code) Co-Authored-By: Claude Opus 4.5 <noreply@anthropic.com>
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---
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title: "How to handle Requests"
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icon: "ticket"
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---
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As a support engineer, you should:
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* Fix the urgent issues (please see the definition below)
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* Open tickets for all non-urgent issues. **(DO NOT INCLUDE ANY SENSITIVE INFO IN ISSUE)**
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* Keep customers updated
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* Write clear ticket descriptions
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* Help the team prioritize work
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* Route issues to the right people
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<Note>
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Our support hours are from **8 am to 6 pm New York time (ET)**. Please keep this in mind when communicating response expectations to customers.
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</Note>
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### Ticket fields
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When handling support tickets, ensure you set the appropriate status and priority to help with ticket management and response time:
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### Requests
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### Type 1: Quick Fixes & Urgent Issues
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* Understand the issue and how urgent it is.
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* Open a ticket for on linear with "require attention" label and assign someone.
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### Type 2: Complex Technical Issues
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* Assess the issue and determine its urgency.
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* Always create a Linear issue for the feature request, and send it to the customer.
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* Leave a comment on the Linear issue with an estimated completion time.
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### Type 3: Feature Enhancement Requests
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* Always create a Linear issue for the feature request and send it to the customer.
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* Evaluate the request and dig deeper into what the customer is trying to solve, then either evaluate and open a new ticket or append to an existing ticket in the backlog.
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* Add it to our roadmap and discuss it with the team.
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### Type 4: Business Case
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* These cases involve purchasing new features, billing, or discussing agreements.
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* Change the Team to "Success" on Pylon.
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* Tag someone from the Success Team to handle it.
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<Tip>
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New features will always have the status "Backlog". Please make sure to communicate that we will discuss and address it in future production cycles so the customer doesn't expect immediate action.
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</Tip>
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### Frequently Asked Questions
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<AccordionGroup>
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<Accordion title="What if I don't understand the feature or issue?">
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If you don't understand the feature or issue, reach out to the customer for clarification. It's important to fully grasp the problem before proceeding. You can also consult with your team for additional insights.
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</Accordion>
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<Accordion title="How do I prioritize multiple urgent issues?">
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When faced with multiple urgent issues, assess the impact of each on the customer and the system. Prioritize based on severity, number of affected users, and potential risks. Communicate with your team to ensure alignment on priorities.
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</Accordion>
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<Accordion title="What if there is an angry or abusive customer?">
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If you encounter an abusive or rude customer, escalate the issue to Mohammad AbuAboud or Ashraf Samhouri. It's important to handle such situations with care and ensure that the customer feels heard while maintaining a respectful and professional demeanor.
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</Accordion>
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</AccordionGroup>
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---
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title: "Overview"
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icon: "cube"
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---
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At Activepieces, we take a unique approach to customer support. Instead of having dedicated support staff, our full-time engineers handle support requests on rotation. This ensures you get expert technical help from the people who build the product.
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### Support Schedule
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Our on-call engineer handles customer support as part of their rotation. For more details about how this works, check out our on-call documentation.
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### Support Channels
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- Community Support
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- GitHub Issues: We actively monitor and respond to issues on our [GitHub repository](https://github.com/activepieces/activepieces)
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- Community Forum: We engage with users on our [Community Platform](https://community.activepieces.com/) to provide help and gather feedback
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- Email: only for account related issues, delete account request or billing issues.
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- Enterprise Support
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- Enterprise customers receive dedicated support through Slack
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- We use [Pylon](https://usepylon.com) to manage support tickets and customer channels efficiently
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- For detailed information on using Pylon, see our [Pylon Guide](/handbook/customer-support/pylon)
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### Support Hours & SLA:
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<Warning>
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Work in progress—coming soon!
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</Warning>
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50
activepieces-fork/docs/handbook/customer-support/pylon.mdx
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activepieces-fork/docs/handbook/customer-support/pylon.mdx
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---
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title: "How to use Pylon"
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description: "Guide for using Pylon to manage customer support tickets"
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icon: "hexagon"
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---
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At Activepieces, we use Pylon to manage Slack-based customer support requests through a Kanban board.
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Learn more about Pylon's features: https://docs.usepylon.com/pylon-docs
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### New Column
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Contains new support requests that haven't been reviewed yet
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- Action Items:
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- Respond fast even if you don't have an answer, the important thing here is to reply that you will take a look into it, the key to winning the customer's heart.
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### On You Column
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Contains active tickets that require your attention and response. These tickets need immediate review and action.
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- Action items:
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- Set ticket fields (status and priority) according to the guide below
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- Check the [handle request page](./handle-requests) on how to handle tickets
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<Tip>
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The goal as a support engineer is to keep the "New" and "On You" columns empty.
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</Tip>
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### On Hold
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Contains only tickets that have a linked Linear issue.
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- Place tickets here after:
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- You have identified the customer's issue
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- You have created a Linear issue (if one doesn't exist - avoid duplicates!)
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- You have linked the issue in Pylon
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- You have assigned it to a team member (for urgent cases only)
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<Warning>
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Please do not place tickets on hold without a ticket.
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</Warning>
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<Note>
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Tickets will automatically move back to the "On You" column when the linked GitHub issue is closed.
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</Note>
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### Closed Column
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This means you did awesome job and the ticket reached it's Final destination for resolved tickets and no further attention required.
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38
activepieces-fork/docs/handbook/customer-support/tone.mdx
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activepieces-fork/docs/handbook/customer-support/tone.mdx
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---
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title: "Tone & Communication"
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icon: "comments"
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---
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Our customers are fellow engineers and great people to work with. This guide will help you understand the tone and communication style that reflects Activepieces' culture in customer support.
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#### Casual
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Chat with them like you're talking to a friend. There's no need to sound like a robot. For example:
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* ✅ "Hey there! How can I help you today?"
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* ❌ "Greetings. How may I assist you with your inquiry?"
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* ✅ "No worries, we'll get this sorted out together!"
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* ❌ "Please hold while I process your request."
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#### Fast
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Reply quickly! People love fast responses. Even if you don't know the answer right away, let them know you'll get back to them with the information. This is the fastest way to make customers happy; everyone likes to be heard.
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#### Honest
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Explain the issue clearly, don't be defensive, and be honest. We're all about open source and transparency here – it's part of our culture. For example:
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* ✅ "I'm sorry, I forgot to follow up on this. Let's get it sorted out now."
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* ❌ "I apologize for the delay; there were unforeseen circumstances."
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### Always Communicate the Next Step
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Always clarify the next step, such as whether the ticket will receive an immediate response or be added to the backlog for team discussion.
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#### Use "we," not "I"
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* ✅ "We made a mistake here. We'll fix that for you."
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* ❌ "I'll look into this for you."
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* You're speaking on behalf of the company in every email you send.
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* Use "we" to show customers they have the whole team's support.
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<Tip>
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Customers are real people who want to talk to real people. Be yourself, be helpful, and focus on solving their problems!
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</Tip>
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