Pylon setup guide
Last updated: September 26, 2025
Purpose: Share basic tasks for setting up your Pylon. This is meant to highlight the key basic tasks that most customers will need vs a comprehensive guide of everything
Step 0: Slack setup
Sign in and add Pylon to your Slack workspace
Step 1: Customer communication channels
Set up all your customer communication channels so conversations are tracked and managed in Pylon. Here's the full list of what we support:
Customer portal (for Enterprise customers)
Key Qs to ask
What are all the ways that customers can reach out to you?
Step 2: Additional system integrations
Set up integrations between Pylon and other internal systems to (a) pull in data to improve the Pylon experience and (b) support workflows in other systems
Integrations: CRM & Sales
Pull in CRM fields into Pylon and sync select data back into the CRM
Key Qs to ask
Where do you store customer information today (e.g. customer Tiers, SLA levels, ARR, owner, etc.)?
Do you want to continue this system, or maintain customer data in Pylon directly?
Integrations: Product
Create a Product ticket in Pylon that lives in your own Product ticketing system. Updates from the Product ticketing system include when the ticket is Closed and when there are comments left in the Product ticketing system
Key Qs to ask
Where do adjacent teams to support manage their work? E.g. for Engineering, Product, and Ops team members, will they use Pylon or do they have an existing system that we should integrate with?
Integrations: Others
Alerting: Create an incident whenever Issue is marked as specific priority
Incident: Connect a Customer Issue to a specific incident
Custom app: Embed a custom iframe in Pylon Issue sidebar
Step 3: Workflow setup
Ensure the right people are tackling the right work
Teams: Assign Issues to groups of team members
Internal Slack channels
Key Qs to ask
Entry: When a customer submits a support issue, who works on it?
Team: What teams are involved in customer support and success? What is each of their scope? How does work get assigned within a team?
Handover / Escalations: How is work handed over or escalated between teams?
Step 4: Additional features
Additional features to setup as needed by your team (see full sidebar of features here). The most common next priorities in setup are typically:
AI Assistants for helping your team work more effectively
AI Agents for directly handling support issues without a team member in the loop
Account Intelligence for proactively managing your customers, e.g. identifying customers of high upsell or risk signals, high or low health, etc.
Feel free to reach out in your Pylon-Customer shared slack channel if you have any Qs