Welcome to Pylon! Let's get you migrated over.

This can be as quick as giving your agents access to Pylon and sending a Slack message to introduce it or as long as a couple weeks to really get all the details squared away. Either way, we'll work with you to make it happen.

Getting Started

1. First things first, you'll want to book a time with the Migrations Team. We'll walk through what it's going to look like, timelines, and anything special / nonstandard you want.

2. Feel free to read through these guides before our initial meeting. It'll detail the overall process.

3. Finally, don't be afraid to ask us questions in our Slack channel or at support@usepylon.com. We're always here to help!

What to expect

There are three major milestones in a migration. These don't have to be done sequentially and can all be done in parallel:

Milestone 1 - Process: Recreate your processes in Pylon (custom fields, SLAs, triggers, views)

Milestone 2 - Team: Move over your team to start using Pylon

Milestone 3 - Data: Migrate the historical data (issues, contacts, accounts, etc)

Milestone 1: Process Migration

This milestone ensures that all of the various processes that you currently have set up are configured within Pylon. This includes routing rules, support hours, reporting, and more. This also ensures that any other systems you have connected are also connected to Pylon (eg. Linear, Salesforce, Fathom etc.).

Core Features

If you've gone through our onboarding checklist, most of this should be done. You'll want to pay special attention to the major features like custom fields, SLAs, Triggers, Macros, CSAT, and Views. For completeness, it's best to scan all the Settings pages.

Integrations

Head over to our Apps Directory and connect the relevant systems. Depending on your permissions, you may need to involve IT to get admin access to install.

Analytics

If you have any custom analytics, you'll want to rebuild your charts in Pylon. Our analytics are very powerful, if you need help, don't hesitate to reach out. Take a look at our Help Center on Analytics here.

Sources

There are different strategies for migrating each source. Some of these will be finished during the Team Migration.

Slack/Teams: You should be able to hook up Slack + MS Teams channels no problem and have that start coming into Pylon.

Email: You have a few options on how to migrate email depending on whether you're optimizing for your team, your customer, or yourself.

Roughly speaking, you'll set a cutover date where your team starts responding from Pylon and you either shut off the old system immediately or let them finish first.

See your options here: 📄 Migrating Email

In-app Chat: You'll just need to hot-swap the chat widgets out. This will require someone to modify the code in your product, usually an engineer, so line up those resources early if you need to.

Read more about it here: 📄 Migrating In-app Chat

Customer Portal: You can test customer portal access then enable customer portal access once you cutover to Pylon.

Ticket Forms: You can set them up to test them out. If you're replacing an existing link somewhere on your site, you'll need to do a cutover when you're ready.

API: If you have any existing integrations or homegrown ticket forms, you'll want to get the engineering team involved to swap those over. We have a fully built out API (see our docs) that can cover your use case.

Milestone 2: Team Migration

There are many ways to do this as teams are all different shapes and sizes. Here are some guiding principles:

• We recommend introducing the entire team to Pylon so they can start familiarizing themselves with the tool as soon as possible.

• You'll probably want to migrate by source since each one has a different timeline to migrate. You'll probably want to start with Slack/Teams since those are net new sources.

• Throughout the process, you'll want to minimize the amount of time someone has to live out of two systems.

  • If you're a small team, this means being nimble and migrating quickly.

  • If you're a large org and migrating multiple teams, this could mean focusing on migrating one team at a time.

Milestone 3: Data Migration

We'll help you backfill your support system data and Knowledge Base over so you keep that ticket history.

See📄 Data Migration to Pylonfor a full guide on what to expect.