CHALLENGES
Writer's growing enterprise customer base required advanced platform capabilities that HelpScout couldn't deliver.
As Writer expanded their AI-powered writing platform to serve larger enterprise clients, their support infrastructure needed to match their customers' sophisticated requirements. Enterprise clients demanded higher levels of customization, security, and integration capabilities that HelpScout simply wasn't designed to provide.
HelpScout's limitations became increasingly apparent across three critical areas: the platform offered minimal customization options for complex workflows, lacked robust integrations with enterprise tech stacks, and provided poor visibility across teams. These constraints prevented Writer from delivering the seamless, collaborative support experience their enterprise customers expected.
The most significant limitation was HelpScout's inability to integrate meaningfully with Slack, Writer's primary collaboration platform. This forced the team to work across disconnected systems, creating inefficiencies and information silos that hindered both internal collaboration and customer service quality.
"HelpScout had significant limitations around customization and integrations. Since we work primarily in Slack, having that seamless connection between our communication platform and ticketing system became absolutely critical as we scaled."
Aaron Ersoz, Head of Support
Writer needed an enterprise-grade platform that could provide the advanced functionality, deep integrations, and collaborative capabilities that HelpScout couldn't deliver for their growing operation.
SOLUTIONS
Writer chose Pylon for its comprehensive Slack integration, enterprise-grade customization, and streamlined migration process.
Writer evaluated multiple support platforms, including a near-purchase of Zendesk, when they discovered Pylon during their comprehensive platform review. The timing aligned perfectly with their need to upgrade from HelpScout's limitations.
Pylon immediately showed the unified workflow Writer needed. The platform could create tickets directly from Slack conversations, seamlessly add context from multiple channels, integrate Jira tickets, and display everything in a single, comprehensive view. This capability would eliminate the tool-switching that was hindering their team's efficiency.
The migration process exceeded expectations for simplicity and support. Pylon's team managed the entire transition, including transferring six months of historical ticket data while maintaining full customer context. Rather than overwhelming documentation, they provided structured weekly check-ins and clear, actionable implementation steps.
Pylon's native integrations immediately improved Writer's existing workflows with Slack, Salesforce, and Jira. The enhanced Salesforce integration provided significantly more sophisticated account and opportunity data synchronization than HelpScout's basic connectivity.
"The demonstration was incredible - seeing how we could create tickets from Slack, add context from different channels, connect Jira tickets, and view everything unified in one place. We knew immediately this was the solution that would transform our workflow."
Aaron Ersoz, Head of Support
RESULTS
Writer achieved seamless platform migration with immediate improvements in team efficiency, cross-functional visibility, and automated workflows.
Writer completed their HelpScout migration without any customer impact, successfully transferring six months of historical data while preserving full context for ongoing relationships. The transition delivered immediate operational benefits across the organization.
Migration Success:
- 6 months of historical ticket data migrated without data loss
- 10 active seats deployed for support and management teams
- ~70+ viewer seats providing enterprise-wide visibility
- 12 custom dashboard views tailored for different teams and workflows
- Zero customer disruption during the complete platform transition
The team realized immediate efficiency gains through intelligent automation and enhanced workflows. AI-powered ticket categorization transformed operations from manual categorization of every ticket to simple verification of AI-generated tags with 90% accuracy rates, eliminating hours of repetitive work daily.
Monthly reporting shifted from a 2-3 hour manual process to automated analytics generation, while cross-functional collaboration improved dramatically through enhanced visibility. Customer success managers and technical account managers now access ticket information directly rather than requesting updates, and intelligent Slack notifications automatically alert relevant teams about priority issues.
These operational improvements enabled Writer to implement sophisticated AI capabilities that weren't possible with HelpScout: AI-powered spam detection, automated priority-based escalation, and custom integrations that embed Writer's own AI tools directly within support tickets. The combination of streamlined workflows and advanced automation positions Writer for continued scaling without requiring proportional team expansion.
"The transformation has been remarkable - we've gone from manually checking and categorizing everything to simply verifying AI-generated work that's accurate 90% of the time. It's eliminated stress and anxiety because I'm confident the system is handling things correctly."
Aaron Ersoz, Head of Support