ConductorOne exists to modernize identity, and that includes the way we support our customers. Our support model is hands-on, real-time, and designed to work the way you do.
At its core, our approach is simple: support should be fast, easy to access, and actually helpful. And because we’re tightly integrated with Slack and Pylon, our ticketing support platform, that’s exactly what it is.
Support doesn’t just start when a ticket is filed. It starts with our platform, which is designed to be intuitive from the start. We prioritize ease of use and back it up with clear, thorough documentation, so customers can both help themselves when they want to and reach out when they need to.
Built for Speed
Support at ConductorOne isn’t bolted on as an afterthought. It’s baked into how we operate.
From day one, our support model has been founder-led. Our founders have constantly prioritized customer success. Not just during onboarding or when something breaks, but always. That’s why almost every ConductorOne customer is connected to us directly in Slack. Got a question or run into a bug? Drop it in the channel. We’re already there.
Our average first response time is under 15 minutes, and we resolve most issues under 3 business hours. No support tickets disappearing into the void. No bouncing between teams. Just fast responses, real conversations, and a shared goal: helping you succeed.
How It Works: Slack, Pylon, and People
Here’s what a typical support moment looks like:
- A customer sends us a quick message in Slack describing what’s going on
- We react with a 🧾 ticket emoji, which automatically kicks off a support ticket in Pylon
- We jump in, investigate right away, keep you updated, and loop in the right people as needed
If you’re using Microsoft Teams or email instead of Slack, no problem. The same process works there too.
Behind the scenes, Pylon helps us stay organized. It lets us:
- Track every support interaction from start to finish
- Use AI to surface similar past issues
- Stick to response time SLAs
- Log and manage feature requests
- Spot trends across accounts
Feature Requests That Don’t Disappear
At a lot of companies, feature requests get tossed into a black hole. You never hear back. Not here.
Every request we get is logged and tracked. We know which part of the product it touches, how often it comes up, and how it lines up with your goals. That visibility helps us prioritize the right improvements and be clear about what’s possible and when we might deliver the improvement.
Not Just Reactive
We don’t wait for something to break. Our team is proactive about helping customers succeed. That can look like:
- Regular check-ins to talk through strategy, blockers, or access goals
- Health tracking to spot what’s working and what’s not
- Offers to walk through setup, troubleshoot a tricky workflow, or help define access controls
We’re here to make sure your identity program doesn’t just run, but runs smoothly and scales with you.
Metrics That Matter
We track what really tells us how we’re doing, like:
- How fast we respond and resolve issues
- How many times we go back and forth on a ticket
- The types of questions we’re seeing and where they’re coming from
- Patterns in priority and product area
This helps us keep improving our support and gives you peace of mind that nothing slips through the cracks.
No Stupid Questions
We show up, whether it’s to fix a bug that takes five seconds or to talk through your long-term strategy. Our team gives it our all to make sure customers are successful.
That’s what support should be.
