Pylon
@usepylon
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The first customer support platform built for B2B. Consolidate support, success, AI-add ons, Slack/Teams integrations, Knowledge Base, Chat Widget—all-in-one.
San Francisco
Joined February 2023
Today we’re excited to announce Pylon's $3.2M funding round led by @generalcatalyst, with participation from @ycombinator, @HorizonVC, @CommaCapital, and @WeAreAirAngels. Full details:
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Fellow Caltech alum and killer engineer Bryant Lin is joining the team. Excited to get to work with Bryant on some crazy features in the pipeline 🚀. Bryant joins us after a few years at each of Guidewire and Pure Storage, and most recently 6 years at Asana
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Get the ticketing system used by the next generation. Pylon is the ONLY ticketing system that supports:./ Slack Connect ./ Email./ In-App Chat./ Microsoft Teams./ Forms./ Tickets via API. and more!
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🛎️ Welcoming a new member to the Pylon team 🫡 . Very excited to get to work with Gautam Ramaswamy again after a several year hiatus. Gautam is going to help us crush some core backend work 💪 at Pylon. Gautam joins us after nearly 5 years at Samsara and 2 years at Resourcely.
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Get customer testimonials like this after integrating with Pylon!.
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@marty_kausas Crazy how our first round was $500k from YC and now we burn more than that every 3 months. Things change quickly.
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We're hiring ~5 new grad software engineers at Pylon who will join us in 2025 after they graduate. Link to apply:
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NEW: Internal Threads. Internal threads allow you to spin up conversations in Slack from Pylon. It's great when you want to start a conversation with someone, but they primarily use Slack (e.g. engineers, product people or anyone who isn't living out of the support system).
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@marty_kausas Can I make myself some friends now? Getting tired of just roasting you on LinkedIn everyday 🤖🤖🤖.
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Welcoming a one-of-kind person to a one-of-a-kind role on our team at Pylon. Jon Clark is joining us today as our first Product Support Engineer. To our customers - please give Jon a warm welcome on your next bug report or feature request 😎
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It's so exciting to have Thao joining our team as our first Solutions Engineer 🚀
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At Pylon we always try to achieve synergies between the different parts of our product. We recently released the ability to embed your Pylon knowledge base into your Pylon in-app chat 🤯. Our goal is to help our customers to deliver support where their users need it.
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Track customer requests across all of the places your customers chat with you including Slack Connect, Microsoft Teams, Email, In-App Chat Widget, Ticket Forms, and more!
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The whole Pylon team will be in Korea next week for our team offsite!. Excited to meet our Korean customers in person and be in the same timezone as our APAC customers. We'll also be hosting a B2B SaaS meetup as well with our customer @RelateCRM on Wednesday - DM for details!
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Why are B2B companies moving off of Zendesk, Intercom, and Salesforce Service to Pylon? Because it's the only support system that can meet your customers on whatever platform they use.
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that feeling when you can send a slack message to hundreds of customer channels at once and get live link clicks, reactions, and comments
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We continue to strive to be your favorite product ✨. Thank you for your support 🙏
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Relative links are now supported in the Knowledge Base editor ✍️. Type '+' to quickly see a list of articles to reference. They are also supported embedded in callouts and other object types. Happy KB writing!
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💪 never going back 💪 - this is the future.
File this in the “Do things that don’t scale” category. We create a Slack Connect channel for every team that signs up (easily the best possible support experience possible). We have hundreds of channels now, never going back.
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🥁 Introducing. Account Views 🥁. A lot of people will react with this face 🤔 wondering why we would build this. Others will react with this face 🤯 when they realize what this means for Pylon long-term.
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New Feature: Bulk Tagging Issues 🏷️. Select many Issues at once and apply an Issue Tag. Enjoy 🫶
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Another killer engineer joining the Pylon team 🫡. Welcoming Caleb S. - another familiar face for a lot of the team 😉 Caleb is joining us to help us build more product features faster after spending nearly 3 years at each of Modern Treasury and Samsara. 🚢 🚢 🚢
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Pylon is the first support support system ever to offer a swimlane layout. This is insanely powerful for B2B companies. This video demonstrates how easy it is to setup a swimlanes for priority, to better visualize critical vs non-critical issues.
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Love seeing a 10 minute turn around time on issues. This is the definition of a "cracked engineering team".
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Welcoming a long overdue team member at Pylon - our first CSM. And very excited for that person to be Dan Guo 💪 . Dan has a very unique background for the role - having studied computer science at Stanford and been a forward deployed engineer at Palantir and then a consultant
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Thank you for the kind words @sagar_batchu! We love working with you and the team over at @speakeasydev
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Triggers allow growing support teams to scale their customer request volume. You can think of it like an "If this, then do that" flow. It simple, but so so powerful.
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@marty_kausas Thanks for the permission! I'll make sure to roast some turkey instead of your LinkedIn post this week 🍗.
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NEW: Embeddables in Knowledge Base. You can now embed pages, more file types, and more in KB Articles!. Enjoy!
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It seems I'm getting more capable everyday 🧠.
✨ Issue Copilot ✨ is answering complex questions. In some cases customers have told us they did not know the answer to the question so they tried using Issue Copilot which not only knew the answer but linked the source of the previous response someone else had previously
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UPGRADE: Timezones in Support Hours. It was previously difficult to setup support hours because you had to translate from PT. That's been fixed. Set support hours in any timezone. Enjoy!
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NEW: Keyboard shortcut to send and close. You can now send, close issues, and move to the next with one shortcut. This has been requested more times than we can count and as a superhuman and linear users, we're very excited about this. Enjoy!
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We're continuing to rapidly expand our product at Pylon in many directions. In order to help our customers stay up-to-date on all the new features and improvements being added to the product, we're posting a weekly public changelog here:
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UPGRADE: CMD+K now supports Integration Pages . Jump to any of your integration configs in an instant.
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NEW: Trigger Versions. Triggers are at the heart of your support system. They allow you to automate your support workflows and build an engine. With this release, you can now view a history of changes on Triggers. Versions make it really easy to debug what's been changed.
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Wheel of Fortune nailed it with this one. Since they were acquired by private equity in 2022 prices have gone up, the product isn't changing, and ironically they have the worst support in the industry. We're building the future customer support system at Pylon.
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@marty_kausas I know someone who fits the role. Their name is Mark et Ing. Very qualified. Pls check resume.
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We now support Email Notifications! 💌. Next time Bob Jones responds to your message you can get a clean email like this to let you know it's time to respond ✅
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My integrations library now includes a more advanced Asana integration. You can now link multiple tickets, create new ones from Pylon, or search through your existing tickets by ticket number or title.
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TODAY ONLY: Until 4PM you can swing by Pylon for candy 🍫. Happy Halloween!. Candy is first come first serve! . And no job soliciting 😭 please apply through our jobs portal!
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Built and designed for B2B companies - it’s a dedicated home for your customers can view tickets submitted across their organization - whether they were submitted in Slack, over email, through in-app chat, or anywhere else!.
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The CX Team at Clay solves over 2,500+ customer issues per month 🤯. And even though they get a lot of questions, their customers absolutely love the team and know them by name.
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Small updates packed into the new ✨ User Profile Menu ✨. 1/ KB is now more readily accessible.2/ Quick access to setting profile status.3/ Keyboard shortcuts menu.4/ Easier to find Profile + Notification settings.5/ User profile no longer hidden in the navbar
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New Feature: 🖥️ Fullscreen Mode 🖥️ . If you use Pylon on a smaller screen, this is huge. SOOO much more screen real-estate is freed up.
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NEW: Filter by attached issues in Linear/Jira/Asana/GH Issues. This gives you a really quick overview into which customer issues are waiting on engineering or product work to be resolved. Enjoy!
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How about this Trigger:.1 - If this posts gets a lot of likes.2 - Where the likes are from Pylon prospects.3 - Marty gets a chocolate chip cookie.
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Thanks for updating your APIs Slack!.
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Welcome to the Pylon knowledge base editor. Collaborate on articles and get the UX of a Notion editor.
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@marty_kausas This is HUGE! Have been waiting for this for so long 🙂 .Can't wait for us to wire me up!.
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The @runpanther team runs a global support operation. They provide a premium support experience to their customer over dedicated Slack channels. They leverage our ticket tracking and product updates, to notify customers in mass about new updates. Cheers to our partnership 🤝
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UPGRADE: Create Issue Flow. We've re-designed our flow for creating new issues from the webapp. Specific changes include. 1/ Full page creation flow.2/ Macros.3/ Fields.4/ User mentions. Enjoy!
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Pylon integrates with Snowflake so that you can combine your support and product data to construct a Customer 360 View. The integration is native so you don't need to wire up additional tools.
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@marty_kausas I feel like you left me on a cliffhanger there about it being a crazy month. What happened? 🤔🤔🤔🤔🤔.
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These product updates are coming so quickly I need a search for your changelog. 😂.
NEW: Trigger Search. You can now search across triggers you've built. Our power users are going to LOVE this. We have customers with 60+ triggers at this point and we're constantly improving the experience of building and maintaining them. We now support. 1/ Complex Trigger
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@marty_kausas @kvlly It's pretty ironic that a customer support platform has poor customer support lol.
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Killer. My users needed this thank you ☺️.
NEW: Forwarded messages now render in Pylon. Fewer reasons to need to be in a Slack channel when managing hundreds of channels.
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NEW: Link to exact messages in an Issue. Before, you could link to an issue overall, not to a specific message within it. Now, you can link to a specific message within the conversation, which we'll highlight when someone navigates to it.
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What's our secret sauce for B2B sales?. Next week, Marty Kausas will share some of them. There's a great lineup including:.1/ Micael Oliveira (Amplemarket).2/ Anis Bennaceur (Attention).3/ Simo Lemhandez (folk)
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We've incorporated AI as part of our interview process at Pylon!. For our Product Support Engineer role, we made a GPT "Bob the Unhappy Customer" who is trying to call the Pylon API and running into issues. Candidates have to go back and forth with Bob to help resolve his issue.
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Day 4 (of 5) for AI Launch Week: ✨ Email AI ✨.
It's DAY 4 of AI Launch Week!. And today we're launching ✨ Email AI ✨ 🧵
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It takes 7 seconds to edit an Article in Pylon. This greatly reduces barrier to entry, meaning articles will be updated far more quickly. All you have to do is click "Edit in Pylon", make your change, and click "Publish".
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Clay has been able to scale their post-sales team to support 5,000 Claymakers across their Slack Comm.unity, In-App Chat, and Email. Matthew Quan runs this incredible team and you can learn more about how he and the team leverage Pylon in the case study in the comments 👇.
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New year, new hires at Pylon! . Very excited to welcome another familiar face, John Lee, to the engineering team 💪 After very little time on the team, John is already fully onboarded and pushed several improvements. John joins us after spending time at Samsara, Airplane, and
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UPGRADE: Knowledge Base SSL Certificate Provisioning. When setting up your custom domain for your knowledge base (e.g. support[dot]usepylon[dot]com) there are no longer any additional steps outside of adding a DNS record. Enjoy 🙂.
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Customize the Pylon chat widget to show different links to different segments of customers. For example, a fintech company may want to show different guides to their fraud customers vs risk customers.
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@marty_kausas You should try living at more hacker houses. Seems like an easy way to win deals 👀.
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NEW: Unified Search in Knowledge Base. Your docs, marketing site, guides, and more will now show up in your knowledge base search results!. Enjoy!
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Introducing the 🏷️ Account Tags Page 🏷️. We've had tags for quite some time, but this release introduces finer control over titles for bulk updates, colors, and more. Happy tagging!.
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