02 December 2024
Issues
New UX for followers
Admins can view, add, and remove teammates as followers on issues
Issues
New UX for bulk actions
New bar at the bottom of the screen appears when selecting issues to manage bulk actions
Issues
New layout option for hiding empty groups when selecting issue layouts
Issues
New "Current User" filter has been added for the Account Owner field
Issues
New action: Bulk mark issues as spam
SLAs
Updated SLA behavior to be more accurate to expectations
Response SLAs now properly pause in On Customer, On Hold, and Closed states
Resolution SLAs now properly pause in On Hold and Closed states
Customer Portal
New header for previewing the portal as specific customers
AI Agents
New customizable instructions for agent to follow
Ticket Form
Name and email fields can be prefilled on public ticket forms via URL parameters
General
Added support for the India time zone in support hours
Contacts
Support for having multiple emails per contact
Command Search
New commands for opening feature requests and viewing the changelog
API
New APIs for fetching ticket forms
API
New APIs for creating and updating teams
API
New API endpoint for deleting issues
25 November 2024
Users
New User Details page
Admins can view user details page for each specific user to update user statuses or modify roles
Admins can view user status logs to see when a user was marked as Away, Busy, or Out of Office
Issues
Issues can now be transferred between accounts in certain scenarios, excluding Slack or chat-related issues
Issues
Allow hiding of internal notes in default conversation view
Macros
New search functionality
Triggers
New search functionality
Triggers
New recipe for reassigning issues with new activity when assignee is out of office
Knowledge Base
Duplicate article detection
AI Agents
When a team member responds to an issue being handled by an AI agent, the AI agent will abandon the issue automatically
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
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
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
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
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
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
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.
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.
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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