Communicating the Pylon Cutover With Customers

Last updated: September 11, 2025

A valid question within a migration would be: How do I communicate this change to our customers? Should I communicate it in the first place? What are best practices around this & do you have any copy that we could use? This article will answer all of these questions:

How do I communicate this change to our customers?

General framework: Communication is dependent on your industry, your relationship with your customers, and their clientele. Some industries don't really care about switching support platforms while others might want to know about it.

Things you want to communicate:

  • Everything proactive that would cause a disruption on your customer's end: Downtimes, change in support emails, major changes in how support can be reached.

  • For 90% of all cases, this shouldn't be the case when you migrate support systems.

Things that don't need communication:

  • New KB design, new customer portal design. Those things are not really material changes in customer experience nor do they negatively effect your customers in their ability to receive support.

Things that you might want to communicate:

  • When you add Pylon to your Slack channel, people will inevitably see our logo. You can prepare people for that and add a message along: "Heads up, we are migrating our support system to Pylon. Nothing to do on your end! Your XX - Support team"

    • Depending on your preference, you might want people to react with an emoji ("🎫") to reemphasize that the current thread or ticket is being treated as a ticket. See this link that explains how to enable the ticket ticketing under ticket settings.

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      • However your customers don't know about this new feature, so a broadcast to all slack channels explaining the new functionality is useful.

      • Example broadcast: " Hi team, just a quick heads up from your support team. We recently switched to Pylon and you can now submit tickets via slack. In order to do that, react with an "🎫" emoji to your thread and we will get right to it!"

  • Seamless cutover: In order for us to bring your open email tickets to Pylon, we have to email them once while your new support email is cc'ed (sounds confusing, ask our team about it on your migration calls). Here is some example copy on how a message could look like:

    • Hey all,
      This is just a quick update to let you know that your support ticket is still in progress. We're currently migrating to a new ticketing platform, and this message is part of that process to ensure your case is moved over correctly.
      No action is needed on your end, and you can continue replying to this email as usual if you have any updates or questions. Thanks and let us know if you have any questions.
      XX Support Team [external-{{ticket.id}}]

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    • The external ticket ID has to be part of the ticket in order to backfill information after the ticket gets emailed into Pylon.