13 January 2025
Set visibility conditions on issue fields, such as showing a set of fields when the issue is a feature request
Set requirements on issue fields, such as requiring a field to be filled out when closing an issue
Use this to clean up your view list - hide/unhide organization and team-level views to curate your list
Add your own internal identifier onto the accounts object for easier tracking - no need to keep track of Pylon's identifier
06 January 2025
One of Pylon’s most powerful features yet - ask open ended questions about your data. Learn more here.
See citations for answers to your questions, past search history, and share searches with team members.
Use this for product feedback aggregation, feature discovery, support trends, team member onboarding, customer sentiment, account summaries, and much more!
16 December 2024
Create draft responses to issues using context from your previous tickets, your Pylon knowledge base, and any connected documentation
Quickly iterate on your responses - adjust the tone, translate, or improve your replies with custom prompts
09 December 2024
Identify gaps in your documentation using topics from common questions. Learn more
Always up-to-date list of knowledge gaps
Compares all customer issues with content from you Pylon KB and other external documentation sources
Merge, delete, and edit topics to guide the AI
Select a topic to see all related issues and use their shared context to generate a KB article
Available as part of AI Assistants add-on
Easily iterate on your knowledge base articles. Learn more
Highlight article content and instruct the Article Copilot
Instantly make changes in article formatting, structure, or tone
Available as part of AI Assistants add-on
02 December 2024
Admins can view, add, and remove teammates as followers on issues
New bar at the bottom of the screen appears when selecting issues to manage bulk actions
Response SLAs now properly pause in On Customer, On Hold, and Closed states
Resolution SLAs now properly pause in On Hold and Closed states
25 November 2024
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
18 November 2024
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
Added a save reminder bar at the bottom of the page when editing a trigger
11 November 2024
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!
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
Accessible from the top right of the accounts page
04 November 2024
Filter to view which issues have a Linear/Jira/Asana/GitHub issue associated with them.
You can now connect multiple ticketing integrations to Pylon simultaneously, such as Jira and GitHub.
Create, update, delete and fetch tags via. the API
28 October 2024
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
Add code snippets with tabs for multiple languages. Complete with syntax highlighting, file names, and line numbers.
See more granular details on actions taken by AI, Triggers, Users, etc. on each issue
21 October 2024
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
14 October 2024
Create knowledge bases with separate branding, content, and configuration to use for different products, personas, or brands
Message-based notifications now show the specific message content instead of just the issue
07 October 2024
Custom domain setup no longer requires extra steps beyond adding a DNS record. SSL certificates are automatically provisioned during this process
You can now filter by the requester's email address in views, triggers, etc.
New date picker UX with additional filtering options and operators for date and datetime fields
CRM activity sync now includes a link back to the related Pylon issue
30 September 2024
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!
23 September 2024
Create standardized format for different types of knowledge base articles
AI generated articles will also adhere to your chosen template
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
New and improved filters across views, triggers, and more for enhanced usability
All file types are now supported for uploads to macros
16 September 2024
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
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
Create standardized format for different types of knowledge base articles
AI generated articles will also adhere to your chosen template
Select attributes stored on contacts in your CRM and sync them directly onto contacts in Pylon
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
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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