Data Migration to Pylon

Last updated: April 2, 2026

This guide will walk through the process of migrating your support system data and knowledge base to Pylon.

Note: We only migrate the "pure" data (values in custom fields for instance). Setting up the destination for that data (for instance custom fields in Pylon) would be your responsibility.

For a higher level overview on migrating to Pylon, see 📄 Migrating to Pylon

What data will be migrated

During the migration process, we will migrate your Ticket data and your Knowledge Base into Pylon.

Support System Objects	Pylon Objects
Organizations	Accounts
Customers	Contacts
Tickets	Issues
Groups	Teams
Agents	Users
Custom Fields	Custom Fields
Knowledge Base
Articles	Articles
Categories	Collections

Migrated tickets will include external comments, internal notes, custom fields, created time, response time, and resolution time so you can maintain your history and analytics.

If this mapping doesn't match your setup, please discuss with our migrations team migrations@usepylon.com when you meet with us.

Getting Started

First step is to book a call with us by reaching out to your CSM. While you wait for the call, take a look at the support specific guides below for any caveats for your support system.
On the call, we'll hook into your support system and walk through what data you want migrated over.
We'll run a sample of issues/articles to check they migrate over correctly.
If you're happy with the sample, we will kickoff the full migration.

Specific Support System Guides

Check here for a list of support system specific guides. If you don't see your support system, don't worry! We probably still support it and just haven't written a doc yet.

Migrating your Knowledge Base?

See 📄 Migrating your Knowledge Basefor more details.