Pylon

AI-Native support platform built for B2B companies. One tool for your ticketing, chat, knowledge base, AI support, account intelligence, and more.

Project Lists

• View a list of all projects with options to sort, group, and configure columns.
• Connect your personal email inbox (e.g. bob@company.com) to Pylon to seamlessly pull historical and future emails into account activity.
• Track account owner changes in account activity log.

Task Comments

• Customers and end-users can leave comments on tasks.
• End-users can comment within the customer portal and customers can comment within Pylon.
• Contacts can now be assigned custom roles to limit their access with granular permissions.

Mobile Chat SDK

• Pylon chat can now be embedded within Android, iOS, or React Native mobile apps.
• Custom statuses can now be created for tasks to represent unique workflows.
• Tasks can now have subtasks, automatically inheriting the account, project, and milestone from their parent task.

Audit Logs

• Audit Logs capture events and include clear actor information to improve traceability across account-level changes such as settings updates, user management actions, and more.
• Field values like ARR and sentiment can now be tracked over time.

Product Intelligence

• Automatically analyzes all customer interactions to extract and organize customer feedback into clear feature requests for your teams.

Team SLAs

• Set SLAs for how long a team is assigned to an issue; these run independently from issue SLAs.

Teams: Staffing Heatmaps

• Forecast workload and optimize scheduling using heatmaps of agent activity, handle time, and ticket volume.

Subaccounts

• Similar to issue grouping, accounts can now include subaccounts to represent related organizations, divisions, or subsidiaries.

Custom Domain for Customer Portal

• Host your portal on a custom branded domain—e.g., support.acme.com.

Skills-based & Capacity Routing

• Route issues to team members based on their skillset and current workload.

Account Web Research

• Automatically gather information about your customers from live online sources—including funding rounds, industry news, company press releases, and more.

Issue Anomaly Detection

• Automatically detect anomalous patterns in issues. Pylon’s AI scans incoming issues in real-time to detect clusters of similar issues indicating a wider spread problem.

Human-guided Runbooks

• Write runbooks that both humans and AI Agents can execute.

Multi-Step Triggers

• Triggers now feature a powerful canvas-style builder that allows you to branch logic using "If" and "Else If" and add multiple kickoff conditions.

Customizable Sidebars

• Change the ordering and visibility of fields and modules on the issue and account sidebar.