Migrating your Team Over to Pylon

Last updated: August 15, 2025

There are a couple of different options available for cutting your team over to Pylon that we will outline here. There are dependencies based on what system you are migrating off of, as well as the various channels that you ingest customer tickets from (eg. Slack, Email, Chat Widget, etc.) that will make certain options impossible (or very hard).

Things to Consider

  • Disruption to your Support Agents

  • Disruption to customers

  • Complexity of migration

Immediate Cutover to Pylon

This will always be the option that we push our customers towards. As soon as the team is ready, the Migrations team will kick off the historical data import and you will cut over all channels (email, chat widget, etc) so that all new issues go into Pylon. This sequencing is important so that once the data migration is kicked off, no new issues only flow into your old system.

While we support and recommend immediate cutover to all customers, however how "seamless" this cutover is for your customers will depend on what system you use, and how what channel is in place.

Pros

  • Cleanest way to cutover. There is limited time between the cutover and the data migration.

  • You can answer all your open tickets in Pylon - You will also the whole thread in Pylon.

Cons

  • If you are using email and "seamless" cutover is not an option (eg. not using Zendesk, Front, or Intercom), you will have to close out all open tickets and ask customers to re-open them in Pylon.

Duration Cutover to Pylon

Allow for 1 week to 1 month for ongoing old system tickets to close before telling customers to move. Recommend if you have long time to resolutions, you want minimal disruption to your customers, and/or large teams.

Note: not all support systems can handle a Duration Cutover depending on how the old system implements email.

Pros

  • Minimal disruption to your customers. For most of your customers, the cutover will be seamless and they won't experience any change.

Cons

  • Disruption to your team. Your team will need to juggle two support systems.

  • Slowest (1 week - 1 month). This can delay shutting off your old system for an extra month.

  • If you use Customer Portal, there's a large gap in customer ticket visibility for the duration of the cutover.

Work out of both systems

Work out of both systems (Pylon and the old system) until your team is ready. Recommended if you have low ticket volume and/or small (< 5 person) teams.

Pros

  • Fast (few days). You hook up email, test and iterate, and shut the old system down after a few days.

  • Easiest upfront and least amount of work. You're essentially trading off ease of getting started with a data mess afterward.

  • Run both systems in parallel. Note though, If you're looking to test in parallel, we recommend to use a test email or migrate an unimportant email instead.

Cons

  • Confusion for your team and customers. We can't pick up replies from your old system so issues in Pylon will be lossy and vice versa. This is fine with a small team or low volume since you can more easily manually keep track of tickets.

  • Bad data hygiene. Upon data migration, emails created in the overlap will be duplicated.

  • Dropped tickets after switching. When your team moves over, ongoing old system tickets will be dropped.