9 September 2023
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
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
Apps
New iframe custom app
• Embed a custom iframe into your issues view
• View and interact with information like an analytics dashboard or internal guide directly
Apps
New app directory UI
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. Currently supported for Salesforce and HubSpot.
Warehouse Sync
Triggers
Time delay conditions in triggers can now be in calendar duration or business hours duration
Knowledge Base
New accordion component available for use in articles
Issues
New date filters available in views, triggers, etc. for last message timestamp and issue resolved timestamp
2 September 2023
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New column in articles table showing articles with unpublished latest changes
• Sort by unpublished latest change to determine which articles require review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
26 August 2023
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 are now avaiable 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 2023
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
Clearer UX for reply vs. 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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