Changelog

Changelog

Changelog

Changelog

18 November 2024

Custom Statuses

As a user:

  • Set yourself as Active, Busy, or Out of Office

  • Optionally bulk reassign your issues when going out of office

As an admin:

  • Set the status for users on the Users page in Settings

  • Optionally bulk reassign a user's issues when setting them Out of Office

General

New Assignee Status filter to make triggers, views, etc. based on if users are Active, Busy, or Out of Office

General

Added a "What's New" section in the navbar to showcase product updates

Issues

Keyboard shortcuts for 'Send and Close' and 'Send and Close and next'

Issues

Turn internal issue into an external issue. Loop the customer in on an issue that originally started as internal

Custom Fields

AI-autofilled fields are now fully self-serve

Knowledge Base

Set the visibility of articles in bulk

Knowledge Base

Move articles between collections in bulk

Knowledge Base

Article generation now works in the language of the conversation

Integrations

Control what state a Pylon issue transitions to when linking an external issue for Jira, Linear, GitHub, and Asana integrations

API

New endpoint to create knowledge base collections

API

New endpoint to create knowledge base route redirects

API

New endpoint to search for users

API

New endpoint to search for contacts

API

Set user status via API

Triggers

Set up issue assignment based on a user or account custom field value

Triggers

New change detection UX

  • Added a save reminder bar at the bottom of the page when editing a trigger

AI Agent

New trigger recipes for AI agent assignment workflows

11 November 2024

Internal Threads

A new way of having internal conversations related to customer issues.

  • Tabbed Conversations: View and manage separate internal conversations as tabs directly within an issue, including Slack, Linear, Jira, and other integrations

  • Start Internal Threads: Spin up a new internal conversation in Pylon or Slack by creating a new internal thread tied to the issue. Do this manually from the issue or automatically via triggers!

  • Link Existing Internal Threads: Use a Slack shortcut to connect an existing Slack thread to a Pylon issue

  • Synced Conversations: All conversation on internal threads will get synced back to Pylon!

Federated Search

  • For customers using AI Agents, additional resources accessible to the agent are now searchable within your knowledge base by your team and customers

  • Surface results from your extenral documentation and marketing page directly through the knowledge base search

Knowledge Base

Customize alt text on images for accessibility via. screen readers

Knowledge Base

Article author is now surfaced in the articles table

Macros

Organize macros into folders and view execution previews

Accounts

Auto-link new Slack channels as accounts based on a specified naming pattern

  • Accessible from the top right of the accounts page

Issues

New proactive issue creation flow

  • New full-page flow for creating new issues

  • Now supports using macros, setting fields, mentioning users, adding template variables, and more

Issues

Collapse the editor using Shift+R when writing a large message

General

Added new text field filter operators: "starts with", "ends with", and "does not contain"

General

New icons across the app

API

New custom field definitions API

API

New search accounts API

API

Link slack accounts via API

04 November 2024

AI Agent

New issue log to track AI agent performance

General

New filters for product ticketing integrations

Filter to view which issues have a Linear/Jira/Asana/GitHub issue associated with them.

Integrations

Support for multiple simultaneous ticketing integrations

You can now connect multiple ticketing integrations to Pylon simultaneously, such as Jira and GitHub.

Issues

Macro activity available in Activity Log

API

New tag management endpoints in API

Create, update, delete and fetch tags via. the API

API

Linked product issues available in issues API

API

First response and resolution durations surfaced in issues API

28 October 2024

Trigger Runs and History

Robust logging and tooling to help fine tune and debug your workflows and automations.

Trigger Runs: View and filter all past invocations of each trigger, including modified objects

Trigger History: Access all past versions of triggers and roll back to previous versions if needed

Triggers

SLAs can now be cleared via triggers

Triggers

New contact created trigger kickoff

Knowledge Base

Revamped code component

Add code snippets with tabs for multiple languages. Complete with syntax highlighting, file names, and line numbers.

Knowledge Base

Improved UX for adding and editing links within articles

Knowledge Base

Embed downloadable files into articles

Issues

Enhanced Activity Log

See more granular details on actions taken by AI, Triggers, Users, etc. on each issue

Issues

View next reply time SLA in the issue sidebar

General

New filter for issue follower

General

New filter for first response time

General

Improved UX for viewing issues on smaller devices

Contacts

New action for deleting contacts from accounts

Contacts

New action for moving contacts between accounts

In-App Chat

New API for opening up chat to a specific ticket form

In-App Chat

Pre-populate ticket form within in-app chat with field values

Ticket Forms

Pre-populate ticket forms with field values based on URL parameters

API

New endpoints to create knowledge base articles

Notifications

Close breached SLA issues directly within Slack notifications

21 October 2024

AI Agents

Introducing powerful autonomous teammates that use your collective knowledge to answer questions. You can design, train, and test them before deployment. Learn more here.

  • Design and build custom AI agents

  • Train them on content from your Pylon knowledge base and other documentation sources

  • Test agents in a simulated environment to see how agents handle customer queries across various channels (Slack, chat, etc.) without deploying to customers

  • Leverage Pylon's existing workflow engine to loop agents into tickets - you have fine grained control over which tickets your AI agents interact with

Broadcasts

Now supports bullets and numbered lists

In-App Chat

New API available to open up specific knowledge base articles within in-app chat

Knowledge Base

Table cells can now be colored

Knowledge Base

Articles and collections can be reordered

General

New issue sidebar experience for small screen sizes

Warehouse Sync

New fields available: time to first response & time to resolution

Triggers

Support for nested templated variables (e.g., issue.assignee.name, issue.requester.name)

Triggers

New out-of-the-box trigger recipes: off-hour auto responses, assignment from Slack, and issue resolution from Slack

Triggers

New trigger kickoff: contact custom field changed

Macros

Macro text is now inserted at the position of your cursor

API

Set contact customer portal role through the API

Customer Portal

In-app chat is now visible in the customer portal

Customer Portal

Default ticket visibility increased to 1 year, with a new date filter for custom ranges

14 October 2024

Knowledge Base

Create multiple distinct knowledge bases

  • Create knowledge bases with separate branding, content, and configuration to use for different products, personas, or brands

General

Support hours can now be added natively to any timezone

General

Added a "last message at" filter

General

HIPAA customers can now make emails sent through Pylon BAA compliant

Notifications

New personal Slack notifications UX

  • Message-based notifications now show the specific message content instead of just the issue

API

Issue type is now available via the API

07 October 2024

Knowledge Base

SSL Certificate Provisioning

  • Custom domain setup no longer requires extra steps beyond adding a DNS record. SSL certificates are automatically provisioned during this process

General

Filter by requester email

  • You can now filter by the requester's email address in views, triggers, etc.

General

Improved date picker UX & enhanced filtering

  • New date picker UX with additional filtering options and operators for date and datetime fields

Integrations

CRM Integration

  • CRM activity sync now includes a link back to the related Pylon issue

30 September 2024

Custom Authentication

Your end users can now log into the knowledge base and customer portal using the same credentials as their product dashboard. Unify your product experience with your support experience.

Learn more on how to implement this here!

Integrations

New setting available to retain ticket history, regardless of your customer’s Slack retention policies

Integrations

Microsoft Teams integration now supports being added to shared channels in Teams

General

New and improved advanced filters UX across views, triggers, etc.

General

Command search now searches over connected integration pages

General

Boolean fields can now be filtered for “no value”

Customer Portal

New logout button in the customer portal for end users to sign out

Issues

Updated the attachment icon in the editor to better indicate support for all file types, with clearer rendering for non-image attachments

Triggers

Allow templating of issue and account custom field values directly into trigger action bodies

Warehouse Sync

New issue type field available to sync

23 September 2024

Knowledge Base Article Templates

  • Create standardized format for different types of knowledge base articles

  • AI generated articles will also adhere to your chosen template

Other Improvements
Other Improvements
Other Improvements
Other Improvements

Integrations

Enhanced CRM Activity Sync

  • All issues are now synced to your CRM

  • Sync issues from Slack, Microsoft Teams, email, in-app chat, etc. directly to the corresponding account record in your CRM

General

Filter UX

  • New and improved filters across views, triggers, and more for enhanced usability

General

Command search now shows recently viewed pages and commands

Macros

Attachment Support

  • All file types are now supported for uploads to macros

Apps

Iframe App URL now supports account custom fields as template variables

16 September 2024

Command Search

Use Command Search with the CMD-K keyboard shortcut to:

  • Run quick commands like creating an issue or toggling dark mode

  • Search over all accounts, issues, contacts, etc

  • Find a knowledge base article and copy the link without ever leaving the issues page

App Directory + Iframe App

  • Brand new UX for Pylon App Directory

  • New custom iframe app that can be embedded into your issues view

  • View and interact with information like an analytics dashboard or internal admin page directly in Pylon

Other Improvements
Other Improvements
Other Improvements
Other Improvements

Knowledge Base

Create article templates

  • Create standardized format for different types of knowledge base articles

  • AI generated articles will also adhere to your chosen template

Integrations

Sync contact-level attributes in your CRM directly onto contacts in Pylon

  • Select attributes stored on contacts in your CRM and sync them directly onto contacts in Pylon

Warehouse Sync

New requester email field available in sync

Triggers

Time delay conditions in triggers can now be in calendar hours or business hours

Knowledge Base

New accordian component available for use in articles

Issues

New date filters available in views, triggers, etc. for last message timestamp and issue resolved timestamp

9 September 2024

New Account Creation Experience

New Account Creation Experience

New Account Creation Experience

New Account Creation Experience

Easily bulk link channels in Slack, import accounts from a CSV or your CRM, or manually add a new account into Pylon.

  • Bulk link new accounts from Slack, for example by searching for channels with a certain prefix

  • Add a new customer account manually by inputting specified details

  • Import an account directly from your CRM

  • Import a long list of accounts via. a CSV upload

Other Improvements
Other Improvements
Other Improvements
Other Improvements

Knowledge Base

New column in articles table showing articles with unpublished latest changes

  • Sort by unpublished latest change to determine which articles require review

API

CSAT score is available as a property on issue API responses

2 September 2024

Knowledge Base Embedded In-App

Knowledge Base Embedded In-App

Knowledge Base Embedded In-App

Knowledge Base Embedded In-App

Allow users to find the information they are looking for right where they are asking you questions by embedding your knowledge base into your in-app chat.

  • Search bar on home screen of chat

  • Full article browsing experience

  • Respects visibility settings of articles, users will only see the content that is gated to them

Find this configuration inside of your In-App Chat settings on the "Home Screen" tab.

Other Improvements
Other Improvements
Other Improvements
Other Improvements

Custom Fields

Custom fields on the contacts object

Write your user-level data into contacts in Pylon to view more information when solving issues and set up differentiated workflows and views based on user-level data attributes.

  • New contact fields page in Settings

  • New APIs for creating and setting contact fields

  • Ability to use contact custom fields in views, triggers, and more

Broadcast

Edit broadcasts once sent by clicking on the sent broadcast

Issues

Allow end users to edit ticket field values in the customer portal, for example updating the priority of a ticket

Customer Portal

Select order that fields exposed to customer portal show up in to end users

26 August 2024

Comment on Knowledge Base Articles

Leave Google Docs style comments on knowledge base articles.

  • Mentions, reactions, and rich text in comments

  • Receive notifications directly in Slack on article comments and mentions

  • Give feedback on articles in the same place you draft them

Comments are available to all knowledge base users - highlight a piece of text in the knowledge base and click the comment icon in the hover bar to leave a comment.

Other Improvements
Other Improvements
Other Improvements
Other Improvements

Triggers

New trigger action to add follower to an issue

Custom Fields

New datetime custom field type

API

New GET /contacts endpoint

Knowledge Base

Clicking on an image opens it in an enlarged view

General

You can now set a default role for new users

Issues

New "Next Monday" snooze quick option

Issues

Multiple files can be attached at once to a message

Triggers

Reference custom fields values in webhook trigger body

Issues

New UX for differentiating between reply and a note

Issues

All file types can be sent in Slack issue replies

Issues

Custom field descriptions are surfaced on hover in issue sidebar

API

Image attachments can be added in POST /issues endpoint payload

Knowledge Base

AI generated articles now come with screenshots

Knowledge Base

Add relative links between articles with "+"

Issues

New "Current User" assignee filter

Notification

New filter for viewing just unread notifications

General

New profile menu when clicking on user avatar. See notification preferences and keyboard shortcuts menu here

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