Changelog
Changelog
Changelog
Changelog
28 July 2025
Microsoft Teams Chat Integration
Microsoft Teams Chat Integration
Microsoft Teams Chat Integration
Microsoft Teams Chat Integration
Connect Microsoft Teams to Pylon to track issues and respond to messages all in one place
Account Management
Improved notebook formatting—AI now supports better spacing, bolding, and structure
Account Management
Improved notebook formatting—AI now supports better spacing, bolding, and structure
Account Management
Improved notebook formatting—AI now supports better spacing, bolding, and structure
Account Management
Improved notebook formatting—AI now supports better spacing, bolding, and structure
AI Agents
Use contact language as a variable in runbooks—tailor AI Agents with instructions based on the user's native language
AI Agents
Use contact language as a variable in runbooks—tailor AI Agents with instructions based on the user's native language
AI Agents
Use contact language as a variable in runbooks—tailor AI Agents with instructions based on the user's native language
AI Agents
Use contact language as a variable in runbooks—tailor AI Agents with instructions based on the user's native language
In-App Chat
Implemented email hash verifier to help validation identity verification
In-App Chat
Implemented email hash verifier to help validation identity verification
In-App Chat
Implemented email hash verifier to help validation identity verification
In-App Chat
Implemented email hash verifier to help validation identity verification
21 July 2025
Agent Modes
Agent Modes
Agent Modes
Agent Modes
AI Agents can be enabled in QA mode, where they will post internal notes instead of responding to customer issues, allowing you to review responses
QA mode generates issue logs that include which sources the AI Agent used in answering questions
Accounts
Add aggregations on account spreadsheet columns
Accounts
Add aggregations on account spreadsheet columns
Accounts
Add aggregations on account spreadsheet columns
Accounts
Add aggregations on account spreadsheet columns
Issues
Apply ticket settings automatically on sets of accounts
Issues
Apply ticket settings automatically on sets of accounts
Issues
Apply ticket settings automatically on sets of accounts
Issues
Apply ticket settings automatically on sets of accounts
General
SAML SSO login
General
SAML SSO login
General
SAML SSO login
General
SAML SSO login
AI Agent
Filter issue logs by runbook
AI Agent
Filter issue logs by runbook
AI Agent
Filter issue logs by runbook
AI Agent
Filter issue logs by runbook
General
New page navigation breadcrumbs
General
New page navigation breadcrumbs
General
New page navigation breadcrumbs
General
New page navigation breadcrumbs
14 July 2025
Keyboard Shortcuts
Keyboard Shortcuts
Keyboard Shortcuts
Keyboard Shortcuts
New palette of keyboard shortcuts accessible across the app, including quick navigation to specific pages or quickly searching for certain objects
AI Agents
Give feedback on AI responses
AI Agents
Give feedback on AI responses
AI Agents
Give feedback on AI responses
AI Agents
Give feedback on AI responses
Apps
Redshift integration for data warehouse sync - connect to sync Pylon issue data into Amazon Redshift
Apps
Redshift integration for data warehouse sync - connect to sync Pylon issue data into Amazon Redshift
Apps
Redshift integration for data warehouse sync - connect to sync Pylon issue data into Amazon Redshift
Apps
Redshift integration for data warehouse sync - connect to sync Pylon issue data into Amazon Redshift
General
Improved UI for knowledge base, customer portal, and ticket forms
General
Improved UI for knowledge base, customer portal, and ticket forms
General
Improved UI for knowledge base, customer portal, and ticket forms
General
Improved UI for knowledge base, customer portal, and ticket forms
Cleaner email rendering when dark mode is enabled
Cleaner email rendering when dark mode is enabled
Cleaner email rendering when dark mode is enabled
Cleaner email rendering when dark mode is enabled
Apps
Admins can see all calendars connected by team
Apps
Admins can see all calendars connected by team
Apps
Admins can see all calendars connected by team
Apps
Admins can see all calendars connected by team
Apps
Account ID is now a syncable field in CRM integrations
Apps
Account ID is now a syncable field in CRM integrations
Apps
Account ID is now a syncable field in CRM integrations
Apps
Account ID is now a syncable field in CRM integrations
Accounts
Account ID is a new selectable column in spreadsheets
Accounts
Account ID is a new selectable column in spreadsheets
Accounts
Account ID is a new selectable column in spreadsheets
Accounts
Account ID is a new selectable column in spreadsheets
API
New endpoints for linking product issues to Pylon issues
API
New endpoints for linking product issues to Pylon issues
API
New endpoints for linking product issues to Pylon issues
API
New endpoints for linking product issues to Pylon issues
07 July 2025
Issues
Reply all and forward options are now available for emails
Issues
Reply all and forward options are now available for emails
Issues
Reply all and forward options are now available for emails
Issues
Reply all and forward options are now available for emails
Custom Fields
Format number fields to display currency, commas, and more
Custom Fields
Format number fields to display currency, commas, and more
Custom Fields
Format number fields to display currency, commas, and more
Custom Fields
Format number fields to display currency, commas, and more
General
New Brand Center as single central place to maintain logos, colors, and typography
General
New Brand Center as single central place to maintain logos, colors, and typography
General
New Brand Center as single central place to maintain logos, colors, and typography
General
New Brand Center as single central place to maintain logos, colors, and typography
General
Settings page UX updated to group different pages into setting groups
General
Settings page UX updated to group different pages into setting groups
General
Settings page UX updated to group different pages into setting groups
General
Settings page UX updated to group different pages into setting groups
Knowledge Base
In-app chat enabled by default in KB for logged-in users
Knowledge Base
In-app chat enabled by default in KB for logged-in users
Knowledge Base
In-app chat enabled by default in KB for logged-in users
Knowledge Base
In-app chat enabled by default in KB for logged-in users
Triggers
Allow clearing out time delay queue in triggers
Triggers
Allow clearing out time delay queue in triggers
Triggers
Allow clearing out time delay queue in triggers
Triggers
Allow clearing out time delay queue in triggers
30 June 2025
Human-guided Runbooks
Human-guided Runbooks
Human-guided Runbooks
Human-guided Runbooks
Write runbooks that both humans and AI Agents can execute
AI Issue Suggestions will suggest when a runbook is applicable, and a team member can click the runbook to directly execute it
Issues
Duplicate view action
Issues
Duplicate view action
Issues
Duplicate view action
Issues
Duplicate view action
Triggers
Set date or datetime custom fields to the current time in triggers
Triggers
Set date or datetime custom fields to the current time in triggers
Triggers
Set date or datetime custom fields to the current time in triggers
Triggers
Set date or datetime custom fields to the current time in triggers
AI Agents
Bulk issue tester now displays runbook execution status
AI Agents
Bulk issue tester now displays runbook execution status
AI Agents
Bulk issue tester now displays runbook execution status
AI Agents
Bulk issue tester now displays runbook execution status
AI Agents
Learn about actions and variables with the new hint module
AI Agents
Learn about actions and variables with the new hint module
AI Agents
Learn about actions and variables with the new hint module
AI Agents
Learn about actions and variables with the new hint module
23 June 2025
Calendar Integration
Calendar Integration
Calendar Integration
Calendar Integration
Team members can connect their Google or Outlook calendars for customer meetings to automatically feed into Pylon
Two new default fields: Last Meeting Date and Next Meeting Date that stay updated across all accounts, allowing you to create views for those you haven’t met with, or use the fields in account notebooks
AI Agents
You can now use code as training data and connect GitHub repositories to AI Agents and AI Assistants
AI Agents
You can now use code as training data and connect GitHub repositories to AI Agents and AI Assistants
AI Agents
You can now use code as training data and connect GitHub repositories to AI Agents and AI Assistants
AI Agents
You can now use code as training data and connect GitHub repositories to AI Agents and AI Assistants
AI Agents
New default analytics dashboard for anyone using AI agents for agent funnel metrics
AI Agents
New default analytics dashboard for anyone using AI agents for agent funnel metrics
AI Agents
New default analytics dashboard for anyone using AI agents for agent funnel metrics
AI Agents
New default analytics dashboard for anyone using AI agents for agent funnel metrics
Command Search
New quick action for creating a new issue
Command Search
New quick action for creating a new issue
Command Search
New quick action for creating a new issue
Command Search
New quick action for creating a new issue
Analytics
Graph series now come with intelligent names by default
Analytics
Graph series now come with intelligent names by default
Analytics
Graph series now come with intelligent names by default
Analytics
Graph series now come with intelligent names by default
16 June 2025
AI Agents V2
AI Agents V2
AI Agents V2
AI Agents V2
Runbooks
Step-based natural language instruction manuals to specify how the Agent should operate in specific scenarios. Includes the ability for the Agent to take actions within Pylon or custom actions via API
End-to-end analytics on the agent funnel, including assign rate, response rate, resolution rate, etc.
Advanced testing and debugging capabilities including backtesting your AI agent on old issues, stepping through agent execution of a runbook with a debugger, and inspecting agent performance on specific issues with reasoning
Granular control of training data, including removing specific pages from a web scrape
Triggers
Improved UX for adding filters
Triggers
Improved UX for adding filters
Triggers
Improved UX for adding filters
Triggers
Improved UX for adding filters
Command Search
Sort button
Command Search
Sort button
Command Search
Sort button
Command Search
Sort button
Issues
Auto-focus on URL field when adding links
Issues
Auto-focus on URL field when adding links
Issues
Auto-focus on URL field when adding links
Issues
Auto-focus on URL field when adding links
Apps
New "Add Follower" and "Get Users" Zapier actions
Apps
New "Add Follower" and "Get Users" Zapier actions
Apps
New "Add Follower" and "Get Users" Zapier actions
Apps
New "Add Follower" and "Get Users" Zapier actions
API
New string contains operator in the Contacts API for more flexible contact search
API
New string contains operator in the Contacts API for more flexible contact search
API
New string contains operator in the Contacts API for more flexible contact search
API
New string contains operator in the Contacts API for more flexible contact search
API
Allow searching for contacts via account_id
API
Allow searching for contacts via account_id
API
Allow searching for contacts via account_id
API
Allow searching for contacts via account_id
09 June 2025
Multi-Step Triggers
Multi-Step Triggers
Multi-Step Triggers
Multi-Step Triggers
Triggers now feature a powerful canvas - style builder and allow you to:
Branch logic using “If” and “Else if”
Add multiple kickoff conditions
Stack time delays
Title different branches
Disable specific conditions
Use AI filters to intelligently route issues
Learn more about how to use triggers here.
AI Knowledge Base Search
AI Knowledge Base Search
AI Knowledge Base Search
AI Knowledge Base Search
Get a synthesized answer with a citation as the top result when searching questions in the knowledge base.
Account Management
Drag columns to reorder
Account Management
Drag columns to reorder
Account Management
Drag columns to reorder
Account Management
Drag columns to reorder
Custom Fields
Set colors for select and multi-select options
Custom Fields
Set colors for select and multi-select options
Custom Fields
Set colors for select and multi-select options
Custom Fields
Set colors for select and multi-select options
CRM
Allow select and multi-select fields to sync from Pylon into your CRM
CRM
Allow select and multi-select fields to sync from Pylon into your CRM
CRM
Allow select and multi-select fields to sync from Pylon into your CRM
CRM
Allow select and multi-select fields to sync from Pylon into your CRM
02 June 2025
Customizable Sidebars
Customizable Sidebars
Customizable Sidebars
Customizable Sidebars
Change the ordering and visibility of fields and modules on the issue and account sidebar. Learn more here.
Account Management
New UX for adding new fields as columns
Account Management
New UX for adding new fields as columns
Account Management
New UX for adding new fields as columns
Account Management
New UX for adding new fields as columns
Customer Portal
Ticket forms now allow video uploads
Customer Portal
Ticket forms now allow video uploads
Customer Portal
Ticket forms now allow video uploads
Customer Portal
Ticket forms now allow video uploads
Integrations
Pylon attachment in Linear now shows ticket number
Integrations
Pylon attachment in Linear now shows ticket number
Integrations
Pylon attachment in Linear now shows ticket number
Integrations
Pylon attachment in Linear now shows ticket number
Triggers
Email notification trigger allows adding issue requester as recipient
Triggers
Email notification trigger allows adding issue requester as recipient
Triggers
Email notification trigger allows adding issue requester as recipient
Triggers
Email notification trigger allows adding issue requester as recipient
26 May 2025
Global Support Hours
Global Support Hours
Global Support Hours
Global Support Hours
Create support hour schedules with default or custom holiday settings and assign them to specific customers
Issues
New UX for merging issues
Issues
New UX for merging issues
Issues
New UX for merging issues
Issues
New UX for merging issues
Ask AI
Filters for setting context
Ask AI
Filters for setting context
Ask AI
Filters for setting context
Ask AI
Filters for setting context
Specify more precisely what your Ask AI query should search over
Command Search
Unified search experience
Command Search
Unified search experience
Command Search
Unified search experience
Command Search
Unified search experience
The search icon now opens the same unified search experience as command search
Issues
Warning when saving shared views
Issues
Warning when saving shared views
Issues
Warning when saving shared views
Issues
Warning when saving shared views
Issues
CSV export now contains links to linked external issues (Jira, Linear, etc)
Issues
CSV export now contains links to linked external issues (Jira, Linear, etc)
Issues
CSV export now contains links to linked external issues (Jira, Linear, etc)
Issues
CSV export now contains links to linked external issues (Jira, Linear, etc)
19 May 2025
AI Issue Suggestions
AI Issue Suggestions
AI Issue Suggestions
AI Issue Suggestions
See recommendations above the message editor for similar issues or documentation that may help you solve the current issue.
AI Agent
Thinking state in chat widget while AI is answering
AI Agent
Thinking state in chat widget while AI is answering
AI Agent
Thinking state in chat widget while AI is answering
AI Agent
Thinking state in chat widget while AI is answering
Issues
Create issues without needing to link them to an account
Issues
Create issues without needing to link them to an account
Issues
Create issues without needing to link them to an account
Issues
Create issues without needing to link them to an account
Issues
Share a direct link to the AI issue summary
Issues
Share a direct link to the AI issue summary
Issues
Share a direct link to the AI issue summary
Issues
Share a direct link to the AI issue summary
Issues
Create internal threads for issue groups
Issues
Create internal threads for issue groups
Issues
Create internal threads for issue groups
Issues
Create internal threads for issue groups
Analytics
Drilldowns on single stat chart types
Analytics
Drilldowns on single stat chart types
Analytics
Drilldowns on single stat chart types
Analytics
Drilldowns on single stat chart types
Analytics
Sort graph by formula field
Analytics
Sort graph by formula field
Analytics
Sort graph by formula field
Analytics
Sort graph by formula field
Analytics
Easily move graphs between dashboards
Analytics
Easily move graphs between dashboards
Analytics
Easily move graphs between dashboards
Analytics
Easily move graphs between dashboards
Analytics
Duplicate action for default dashboard
Analytics
Duplicate action for default dashboard
Analytics
Duplicate action for default dashboard
Analytics
Duplicate action for default dashboard
API
Surface multilingual metadata in knowledge base APIs
API
Surface multilingual metadata in knowledge base APIs
API
Surface multilingual metadata in knowledge base APIs
API
Surface multilingual metadata in knowledge base APIs
API
Add or retrieve issue followers through the API
API
Add or retrieve issue followers through the API
API
Add or retrieve issue followers through the API
API
Add or retrieve issue followers through the API
12 May 2025
Issue Groups
Issue Groups
Issue Groups
Issue Groups
Introducing parent-child relationships between issues and a new interface to manage parent issues. Learn more here
Issues
New UX for the Linear, Jira, GitHub, and Asana module
Issues
New UX for the Linear, Jira, GitHub, and Asana module
Issues
New UX for the Linear, Jira, GitHub, and Asana module
Issues
New UX for the Linear, Jira, GitHub, and Asana module
Analytics
Export charts to CSV
Analytics
Export charts to CSV
Analytics
Export charts to CSV
Analytics
Export charts to CSV
Analytics
Greatly improved load times of dashboards
Analytics
Greatly improved load times of dashboards
Analytics
Greatly improved load times of dashboards
Analytics
Greatly improved load times of dashboards
Account Management
New account fields available as template variables in AI blocks (Account Notebooks)
Account Management
New account fields available as template variables in AI blocks (Account Notebooks)
Account Management
New account fields available as template variables in AI blocks (Account Notebooks)
Account Management
New account fields available as template variables in AI blocks (Account Notebooks)
API
Added number of touches metric in issues API response
API
Added number of touches metric in issues API response
API
Added number of touches metric in issues API response
API
Added number of touches metric in issues API response
API
Allow searching issues by contact follower
API
Allow searching issues by contact follower
API
Allow searching issues by contact follower
API
Allow searching issues by contact follower
API
Create multilingual articles using knowledge base APIs
API
Create multilingual articles using knowledge base APIs
API
Create multilingual articles using knowledge base APIs
API
Create multilingual articles using knowledge base APIs
05 May 2025
Multilingual Knowledge Base
Multilingual Knowledge Base
Multilingual Knowledge Base
Multilingual Knowledge Base
Knowledge Base
Replace the default "How can we help?" header with any phrase
Knowledge Base
Replace the default "How can we help?" header with any phrase
Knowledge Base
Replace the default "How can we help?" header with any phrase
Knowledge Base
Replace the default "How can we help?" header with any phrase
Analytics
Save filters on default dashboards
Analytics
Save filters on default dashboards
Analytics
Save filters on default dashboards
Analytics
Save filters on default dashboards
Analytics
Default lookback for charts is now 120 days
Analytics
Default lookback for charts is now 120 days
Analytics
Default lookback for charts is now 120 days
Analytics
Default lookback for charts is now 120 days
Contacts
New default field for Language
Contacts
New default field for Language
Contacts
New default field for Language
Contacts
New default field for Language
Notifications
Internal note notifications now default the editor to internal note
Notifications
Internal note notifications now default the editor to internal note
Notifications
Internal note notifications now default the editor to internal note
Notifications
Internal note notifications now default the editor to internal note
API
CRM details available in API
API
CRM details available in API
API
CRM details available in API
API
CRM details available in API
API
Article visibility surfaced in API
API
Article visibility surfaced in API
API
Article visibility surfaced in API
API
Article visibility surfaced in API
28 April 2025
Custom Activity Types
Custom Activity Types
Custom Activity Types
Custom Activity Types
Learn more here
Create custom account activity types like "New Champion Detected"
Write activities to accounts directly via the API from other tools or your product
Analytics
Create charts using AI
Analytics
Create charts using AI
Analytics
Create charts using AI
Analytics
Create charts using AI
API
Create, update, and delete account highlights via API
API
Create, update, and delete account highlights via API
API
Create, update, and delete account highlights via API
API
Create, update, and delete account highlights via API
API
Move contacts between accounts via API
API
Move contacts between accounts via API
API
Move contacts between accounts via API
API
Move contacts between accounts via API
Issues
Recent calls show inline within the issue
Issues
Recent calls show inline within the issue
Issues
Recent calls show inline within the issue
Issues
Recent calls show inline within the issue
Issues
AI titles can now be edited
Issues
AI titles can now be edited
Issues
AI titles can now be edited
Issues
AI titles can now be edited
AI Agents
AI Agents now available in Discord
AI Agents
AI Agents now available in Discord
AI Agents
AI Agents now available in Discord
AI Agents
AI Agents now available in Discord
Webhooks
Variables can be templated into webhook paths
Webhooks
Variables can be templated into webhook paths
Webhooks
Variables can be templated into webhook paths
Webhooks
Variables can be templated into webhook paths
Webhooks
Allow marking webhook headers as secret for secure storage
Webhooks
Allow marking webhook headers as secret for secure storage
Webhooks
Allow marking webhook headers as secret for secure storage
Webhooks
Allow marking webhook headers as secret for secure storage
Webhooks
New fields for issue.created_at and issue.resolution_time
Webhooks
New fields for issue.created_at and issue.resolution_time
Webhooks
New fields for issue.created_at and issue.resolution_time
Webhooks
New fields for issue.created_at and issue.resolution_time
Accounts
External ID values visible in account sidebar
Accounts
External ID values visible in account sidebar
Accounts
External ID values visible in account sidebar
Accounts
External ID values visible in account sidebar
Apps
Autolink to Linear issues when Linear Slack integration is used
Apps
Autolink to Linear issues when Linear Slack integration is used
Apps
Autolink to Linear issues when Linear Slack integration is used
Apps
Autolink to Linear issues when Linear Slack integration is used
21 April 2025
Account Highlights In Proactive Issues
Account Highlights In Proactive Issues
Account Highlights In Proactive Issues
Account Highlights In Proactive Issues
Ask AI
Objects can be @ mentioned to guide query
Ask AI
Objects can be @ mentioned to guide query
Ask AI
Objects can be @ mentioned to guide query
Ask AI
Objects can be @ mentioned to guide query
Issues
Edit view titles and icons inline
Issues
Edit view titles and icons inline
Issues
Edit view titles and icons inline
Issues
Edit view titles and icons inline
Issues
Customer portal URL and title now available in issues CSV export
Issues
Customer portal URL and title now available in issues CSV export
Issues
Customer portal URL and title now available in issues CSV export
Issues
Customer portal URL and title now available in issues CSV export
Issues
Issue sidebar now includes a direct link to the accounts page
Issues
Issue sidebar now includes a direct link to the accounts page
Issues
Issue sidebar now includes a direct link to the accounts page
Issues
Issue sidebar now includes a direct link to the accounts page
Accounts
Account notebooks can be reordered
Accounts
Account notebooks can be reordered
Accounts
Account notebooks can be reordered
Accounts
Account notebooks can be reordered
Accounts
Set expiration dates on account highlights
Accounts
Set expiration dates on account highlights
Accounts
Set expiration dates on account highlights
Accounts
Set expiration dates on account highlights
Accounts
New default column for account creation date
Accounts
New default column for account creation date
Accounts
New default column for account creation date
Accounts
New default column for account creation date
Accounts
Spreadsheet view now searchable by domain
Accounts
Spreadsheet view now searchable by domain
Accounts
Spreadsheet view now searchable by domain
Accounts
Spreadsheet view now searchable by domain
Accounts
External IDs now appear in the account notebook sidebar
Accounts
External IDs now appear in the account notebook sidebar
Accounts
External IDs now appear in the account notebook sidebar
Accounts
External IDs now appear in the account notebook sidebar
Contacts
New contacts page in settings to view all contacts
Contacts
New contacts page in settings to view all contacts
Contacts
New contacts page in settings to view all contacts
Contacts
New contacts page in settings to view all contacts
Analytics
Analytics dashboards can be reordered
Analytics
Analytics dashboards can be reordered
Analytics
Analytics dashboards can be reordered
Analytics
Analytics dashboards can be reordered
Apps
Support for sync of long text account fields from CRM
Apps
Support for sync of long text account fields from CRM
Apps
Support for sync of long text account fields from CRM
Apps
Support for sync of long text account fields from CRM
Knowledge Base
Download as PDF option
Knowledge Base
Download as PDF option
Knowledge Base
Download as PDF option
Knowledge Base
Download as PDF option
14 April 2025
Analytics Formulas
Analytics Formulas
Analytics Formulas
Analytics Formulas
Issues
Bulk reply to a group of issues
Issues
Bulk reply to a group of issues
Issues
Bulk reply to a group of issues
Issues
Bulk reply to a group of issues
Accounts
Multiple channels per account
Accounts
Multiple channels per account
Accounts
Multiple channels per account
Accounts
Multiple channels per account
Route issues from multiple channels into the same account in Pylon
Manage each channel’s settings separately
Account Management
New contacts pane
Account Management
New contacts pane
Account Management
New contacts pane
Account Management
New contacts pane
Account Management
Use template variables into AI prompts
Account Management
Use template variables into AI prompts
Account Management
Use template variables into AI prompts
Account Management
Use template variables into AI prompts
Account Management
Account owner filter can be set as current_user
Account Management
Account owner filter can be set as current_user
Account Management
Account owner filter can be set as current_user
Account Management
Account owner filter can be set as current_user
Analytics
Filter analytics by Product Issue
Analytics
Filter analytics by Product Issue
Analytics
Filter analytics by Product Issue
Analytics
Filter analytics by Product Issue
AI Agents
Limit knowledge base articles to be visible only to the AI agent
AI Agents
Limit knowledge base articles to be visible only to the AI agent
AI Agents
Limit knowledge base articles to be visible only to the AI agent
AI Agents
Limit knowledge base articles to be visible only to the AI agent
Issues
New issue channel filter
Issues
New issue channel filter
Issues
New issue channel filter
Issues
New issue channel filter
Issues
Support for blockquotes
Issues
Support for blockquotes
Issues
Support for blockquotes
Issues
Support for blockquotes
Users
Microsoft login is now supported
Users
Microsoft login is now supported
Users
Microsoft login is now supported
Users
Microsoft login is now supported
Users
See team membership on the users page
Users
See team membership on the users page
Users
See team membership on the users page
Users
See team membership on the users page
Triggers
New trigger kickoff condition based on whether a message is an internal note
Triggers
New trigger kickoff condition based on whether a message is an internal note
Triggers
New trigger kickoff condition based on whether a message is an internal note
Triggers
New trigger kickoff condition based on whether a message is an internal note
Custom App
New templated iFrame URL for account.crm_account_id
Custom App
New templated iFrame URL for account.crm_account_id
Custom App
New templated iFrame URL for account.crm_account_id
Custom App
New templated iFrame URL for account.crm_account_id
API
New message redaction API endpoint
API
New message redaction API endpoint
API
New message redaction API endpoint
API
New message redaction API endpoint
07 April 2025
Account Management
Account Management
Account Management
Account Management
We’re launching Account Management: One place to see, manage, and share customer context—so you can support customers proactively, not just reactively.
Plug in data from customer calls in addition to async communication from email, in-app chat, Slack, Microsoft Teams, Discord, etc. and CRM data that Pylon already has access to
Use notebooks to iterate on blocks of information you want AI to surface for different use cases, or add blocks like analytics graphs, engineering issues, or other custom data
Ask questions about accounts to pull up information you need—right when you need it
Pass context across customer success, sales, and support so everyone is on the same page when working with customers
View the most recent activity like champions leaving/joining, recent calls, and custom events
31 March 2025
Generate Charts From Analytical Questions
Generate Charts From Analytical Questions
Generate Charts From Analytical Questions
Generate Charts From Analytical Questions
Knowledge Base
New feedback notifications UX, now with email alerts
Knowledge Base
New feedback notifications UX, now with email alerts
Knowledge Base
New feedback notifications UX, now with email alerts
Knowledge Base
New feedback notifications UX, now with email alerts
Knowledge Base
Add GitHub as a social footer icon
Knowledge Base
Add GitHub as a social footer icon
Knowledge Base
Add GitHub as a social footer icon
Knowledge Base
Add GitHub as a social footer icon
Knowledge Base
Articles code blocks support HTML
Knowledge Base
Articles code blocks support HTML
Knowledge Base
Articles code blocks support HTML
Knowledge Base
Articles code blocks support HTML
Issues
Cleaner message editor with collapsed formatting options
Issues
Cleaner message editor with collapsed formatting options
Issues
Cleaner message editor with collapsed formatting options
Issues
Cleaner message editor with collapsed formatting options
API
The page URL the user was on is now available in the Issues API for chat issues
API
The page URL the user was on is now available in the Issues API for chat issues
API
The page URL the user was on is now available in the Issues API for chat issues
API
The page URL the user was on is now available in the Issues API for chat issues
Triggers
New template variable for issue.last_message.author.name
Triggers
New template variable for issue.last_message.author.name
Triggers
New template variable for issue.last_message.author.name
Triggers
New template variable for issue.last_message.author.name
24 March 2025
Redesigned In-App Chat
Redesigned In-App Chat
Redesigned In-App Chat
Redesigned In-App Chat
New and greatly polished chat experience for your users
Improved chat configuration experience
Analytics
Message-level analytics is now available
Analytics
Message-level analytics is now available
Analytics
Message-level analytics is now available
Analytics
Message-level analytics is now available
Issues
Improved attachment rendering
Issues
Improved attachment rendering
Issues
Improved attachment rendering
Issues
Improved attachment rendering
Issues
Download all attachments
Issues
Download all attachments
Issues
Download all attachments
Issues
Download all attachments
Command Search
Faster load times for search results
Command Search
Faster load times for search results
Command Search
Faster load times for search results
Command Search
Faster load times for search results
Tags
Ability to bulk delete tags
Tags
Ability to bulk delete tags
Tags
Ability to bulk delete tags
Tags
Ability to bulk delete tags
Triggers
New templated variable available—account.domains
Triggers
New templated variable available—account.domains
Triggers
New templated variable available—account.domains
Triggers
New templated variable available—account.domains
17 March 2025
Discord Integration
Discord Integration
Discord Integration
Discord Integration
View, respond to, and track customer requests from Discord—learn more here
Apps
Improved incident.io integration now uses incident numbers
Apps
Improved incident.io integration now uses incident numbers
Apps
Improved incident.io integration now uses incident numbers
Apps
Improved incident.io integration now uses incident numbers
Apps
Jira module now shows a native Pylon issues link directly on the Jira issue
Apps
Jira module now shows a native Pylon issues link directly on the Jira issue
Apps
Jira module now shows a native Pylon issues link directly on the Jira issue
Apps
Jira module now shows a native Pylon issues link directly on the Jira issue
API
New API to snooze issues
API
New API to snooze issues
API
New API to snooze issues
API
New API to snooze issues
API
New APIs to delete accounts and contacts
API
New APIs to delete accounts and contacts
API
New APIs to delete accounts and contacts
API
New APIs to delete accounts and contacts
Issues
Custom statuses can now be reordered
Issues
Custom statuses can now be reordered
Issues
Custom statuses can now be reordered
Issues
Custom statuses can now be reordered
Issue Copilot
Agents can now read and interpret images in conversations
Issue Copilot
Agents can now read and interpret images in conversations
Issue Copilot
Agents can now read and interpret images in conversations
Issue Copilot
Agents can now read and interpret images in conversations
Customer Portal
Differentiate between status categories
Customer Portal
Differentiate between status categories
Customer Portal
Differentiate between status categories
Customer Portal
Differentiate between status categories
Customers can easily see which tickets need their action and which are waiting on you
Ticket Form
Subject and description fields are now optional
Ticket Form
Subject and description fields are now optional
Ticket Form
Subject and description fields are now optional
Ticket Form
Subject and description fields are now optional
Build forms that just have field values—no free text required from the user
Knowledge Base
Choose which custom data is available as part of federated search within your KB
Knowledge Base
Choose which custom data is available as part of federated search within your KB
Knowledge Base
Choose which custom data is available as part of federated search within your KB
Knowledge Base
Choose which custom data is available as part of federated search within your KB
Webhooks
Attachment URLs are available as a field
Webhooks
Attachment URLs are available as a field
Webhooks
Attachment URLs are available as a field
Webhooks
Attachment URLs are available as a field
10 March 2025
Auto-translation
Auto-translation
Auto-translation
Auto-translation
Automatically translate incoming customer messages into your native language
Write replies in your native language, and they'll be sent to your customer in theirs
Apps
CRM Sync Revamp
Apps
CRM Sync Revamp
Apps
CRM Sync Revamp
Apps
CRM Sync Revamp
Sync account-level fields from Pylon into your CRM
Enjoy an improved UX for mapping accounts and syncing fields!
Issues
Customize AI copilot’s Tone
Issues
Customize AI copilot’s Tone
Issues
Customize AI copilot’s Tone
Issues
Customize AI copilot’s Tone
Teams
Assignment and UI Revamp
Teams
Assignment and UI Revamp
Teams
Assignment and UI Revamp
Teams
Assignment and UI Revamp
See your teams and their assignment policies in one place
Accounts
New default fields
Accounts
New default fields
Accounts
New default fields
Accounts
New default fields
New fields for Last Customer Activity, Last Broadcast Sent, Number of Issues(90d) and Customers in Channel
Create account views in Pylon to identify:
Unengaged customers
Customers with low issue volume
Customers with empty channels
Custom Fields
New next operator for filtering date-based custom fields
Custom Fields
New next operator for filtering date-based custom fields
Custom Fields
New next operator for filtering date-based custom fields
Custom Fields
New next operator for filtering date-based custom fields
Apps
Jira integration now includes an issue type picker when creating tickets from Pylon
Apps
Jira integration now includes an issue type picker when creating tickets from Pylon
Apps
Jira integration now includes an issue type picker when creating tickets from Pylon
Apps
Jira integration now includes an issue type picker when creating tickets from Pylon
AI Agents
Agents can now read and interpret images in conversations
AI Agents
Agents can now read and interpret images in conversations
AI Agents
Agents can now read and interpret images in conversations
AI Agents
Agents can now read and interpret images in conversations
Images are now supported in email signatures
Images are now supported in email signatures
Images are now supported in email signatures
Images are now supported in email signatures
Issues
Export issues to PDF
Issues
Export issues to PDF
Issues
Export issues to PDF
Issues
Export issues to PDF
Issues
View the original raw email for email issues
Issues
View the original raw email for email issues
Issues
View the original raw email for email issues
Issues
View the original raw email for email issues
Issues
Snoozed issues now have a visual indicator on the card level
Issues
Snoozed issues now have a visual indicator on the card level
Issues
Snoozed issues now have a visual indicator on the card level
Issues
Snoozed issues now have a visual indicator on the card level
Triggers
Use "from email" as a filter condition in triggers
Triggers
Use "from email" as a filter condition in triggers
Triggers
Use "from email" as a filter condition in triggers
Triggers
Use "from email" as a filter condition in triggers
Macros
New template variables for actor (the user executing the macro)
Macros
New template variables for actor (the user executing the macro)
Macros
New template variables for actor (the user executing the macro)
Macros
New template variables for actor (the user executing the macro)
Macros
Macro visibility can now be customized on a more granular level
Macros
Macro visibility can now be customized on a more granular level
Macros
Macro visibility can now be customized on a more granular level
Macros
Macro visibility can now be customized on a more granular level
Analytics
Added support for tracking time in custom status metric
Analytics
Added support for tracking time in custom status metric
Analytics
Added support for tracking time in custom status metric
Analytics
Added support for tracking time in custom status metric
Users
Set user roles in bulk from user management space
Users
Set user roles in bulk from user management space
Users
Set user roles in bulk from user management space
Users
Set user roles in bulk from user management space
03 March 2025
Analytics Revamped
Analytics Revamped
Analytics Revamped
Analytics Revamped
Total end-to-end revamp of analytics featuring significantly improve UX and functionality.
Huge improvements to UX and ease of chart building
Custom dashboards and charts with resizing, drag & drop, and more
Complete set of filters on the dashboard and chart level
Preview chart data in tables below the chart
Fullscreen, print, and share charts and dashboards
Drilldowns to click into graphs and see individual data points
Proactive Chat Issues
Proactive Chat Issues
Proactive Chat Issues
Proactive Chat Issues
Open up proactive issues with specific users in your app to notify them or offer help
Available via creating a new issue in the Pylon dashboard or via API!
Ask AI
Now available as a Copilot within the issue sidebar
Ask AI
Now available as a Copilot within the issue sidebar
Ask AI
Now available as a Copilot within the issue sidebar
Ask AI
Now available as a Copilot within the issue sidebar
Ticket Forms
Conditional visibility of ticket form fields
Ticket Forms
Conditional visibility of ticket form fields
Ticket Forms
Conditional visibility of ticket form fields
Ticket Forms
Conditional visibility of ticket form fields
Issues
Autocomplete email addresses based on past recipients of email issues
Issues
Autocomplete email addresses based on past recipients of email issues
Issues
Autocomplete email addresses based on past recipients of email issues
Issues
Autocomplete email addresses based on past recipients of email issues
Issues
New selectable column in list view for associated engineering tickets
Issues
New selectable column in list view for associated engineering tickets
Issues
New selectable column in list view for associated engineering tickets
Issues
New selectable column in list view for associated engineering tickets
Issues
List view columns are now easily reorderable
Issues
List view columns are now easily reorderable
Issues
List view columns are now easily reorderable
Issues
List view columns are now easily reorderable
Issues
Customizable card previews
Issues
Customizable card previews
Issues
Customizable card previews
Issues
Customizable card previews
Ask AI
Chat share links will unfurl in Slack
Ask AI
Chat share links will unfurl in Slack
Ask AI
Chat share links will unfurl in Slack
Ask AI
Chat share links will unfurl in Slack
Macros
Set subject lines, titles, and recipients directly in macro
Macros
Set subject lines, titles, and recipients directly in macro
Macros
Set subject lines, titles, and recipients directly in macro
Macros
Set subject lines, titles, and recipients directly in macro
Customer Portal
Allows customers to view custom fields without editing access
Customer Portal
Allows customers to view custom fields without editing access
Customer Portal
Allows customers to view custom fields without editing access
Customer Portal
Allows customers to view custom fields without editing access
27 January 2025
Internal Threads
Create internal email threads
Internal Threads
Create internal email threads
Internal Threads
Create internal email threads
Internal Threads
Create internal email threads
Ask AI
Query responses are now streamed - so expect much faster performance!
Ask AI
Query responses are now streamed - so expect much faster performance!
Ask AI
Query responses are now streamed - so expect much faster performance!
Ask AI
Query responses are now streamed - so expect much faster performance!
Issues
New action to snooze issues in bulk
Issues
New action to snooze issues in bulk
Issues
New action to snooze issues in bulk
Issues
New action to snooze issues in bulk
Issues
New action to follow issues in bulk
Issues
New action to follow issues in bulk
Issues
New action to follow issues in bulk
Issues
New action to follow issues in bulk
Issues
Set the initial status when creating an issue manually—instead of defaulting to "New"
Issues
Set the initial status when creating an issue manually—instead of defaulting to "New"
Issues
Set the initial status when creating an issue manually—instead of defaulting to "New"
Issues
Set the initial status when creating an issue manually—instead of defaulting to "New"
Triggers
New trigger action: Add a reaction to an issue
Triggers
New trigger action: Add a reaction to an issue
Triggers
New trigger action: Add a reaction to an issue
Triggers
New trigger action: Add a reaction to an issue
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