TICKETING

Unified ticketing for every channel

Bring Slack, Microsoft Teams, email, chat, SMS, WhatsApp, phone, and more into one support workspace. Every issue includes the customer context humans and agents need to move it forward.

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Trusted by 1,500+ B2B customers globally

Everything you need to support your customers.

Purpose-built for B2B support teams who need to manage complex customer work.

Omnichannel ticketing

Customer sends a message in Slack or Teams? Auto-tracked. Email arrives? It's an issue. Every channel, one inbox.

Inbox, list, and Kanban views

Organize issues by status, owner, priority, account, SLA, or any custom field. Give each team the view that fits how it works.

Intelligent routing

Route issues by language, product area, account tier, region, skill, channel, or custom rules. Assign work to the right person, team, or agent automatically.

Custom fields

Add any field type to issues: text, select, date, user, boolean. Autofill with AI, sync from your CRM, collect from customers at submission, or set via API and triggers.

SLA management

Define response and resolution SLAs per tier or priority. Track adherence in real-time, get alerted on breaches, and surface violating tickets for immediate action.

Issue groups

When incidents strike multiple accounts, group related issues together. Link to incidents in PagerDuty, incident.io, or Rootly and drive coordinated responses at scale.

Connect ticketing to the rest of your stack.

Build support, account, and product intelligence across conversations, CRM, product usage, logs, and code, then make it available via MCP to your agents and team.

MODEL CONTEXT PROTOCOL

"After working extensively with industry standard big-box ticketing systems, it became glaringly obvious that a ticketing tool could be done better. I knew that I needed a tool that was highly flexible and customizable but didn't knew that a tool like that actually existed until I encountered Pylon."

Esther Disbot

Head of Product Support at Material Security

Frequently asked questions

Which support channels does Pylon support?

Pylon supports Slack, Microsoft Teams, Discord, email, chat, SMS, WhatsApp, phone, Telegram, and other customer communication channels.

Do Slack and Microsoft Teams conversations become tickets?

Yes. Customer conversations can create structured issues while preserving the original thread, participants, account, and channel context.

How are issues routed?

Issues can be routed by language, product area, account tier, region, channel, skill, workload, or custom fields. Rules can assign work to a person, team, or agent.

How do agents work inside the ticketing system?

Background Agents can investigate and perform triggered work on issues. Assist Agent helps teammates investigate and act. Support Agent can resolve supported customer questions or escalate them with the right context.

Can we define different SLAs for different customers?

Yes. Set response and resolution targets by account, plan, tier, priority, issue type, or other conditions. Pylon tracks progress and surfaces potential breaches.

Can Pylon connect tickets to our other systems?

Yes. Connect issues to CRM records, engineering tools, product data, communication systems, internal APIs, and MCP servers. Context and actions remain available from the issue.

Bring every support channel into Pylon.

See how Pylon gives humans and agents one ticketing system for managing every customer issue.

Join 1,500+ B2B companies who have left legacy platforms behind.

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The agentic support platform purpose-built for B2B.

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