Teams currently pull Pylon data into Excel, build formulas for averages and capacity calculations, and refresh manually. Staffing Heatmaps do all of that automatically — calculated from your live issue data, always current, never requiring an export.
Heatmaps are scoped by team. Your general support team might be well-covered while technical support is drowning on Tuesday afternoons. Pylon shows both — separately — so you can staff each team based on its own patterns, not a blended average.
When you need to justify a new hire, "it feels like we're stretched thin" doesn't hold up. A staffing difference chart that shows a consistent 40% gap between scheduled and needed coverage on Monday mornings does. Pylon gives you the number.
Pylon Workforce Management helps support leaders replace manual capacity spreadsheets with live staffing heatmaps calculated from Pylon issue data. Teams can visualize coverage gaps, compare scheduled and needed coverage, track workload patterns by team, and use real data to make headcount and staffing decisions.
Pylon helps support managers understand when teams are under-covered, where workload is building, and how staffing needs change over time. For SLA tracking, teams can configure support hours so SLA timers only run during working hours, then use SLA breach notifications and workflows to stay ahead of missed response or resolution targets.
Yes. Pylon supports team-based workforce visibility, so managers can evaluate coverage and workload separately across teams instead of relying on a blended average. For global teams, Pylon also supports multiple support hour schedules across different time zones, helping teams track SLAs more accurately across regions.
Yes. Pylon supports native alerting integrations with PagerDuty and Opsgenie, so teams can create incident-based workflows from Pylon issues. These integrations can be used with Pylon Triggers to create alerts based on conditions like priority, customer tier, or issue properties.
