Pylon

The first customer support platform built for B2B. Consolidate support, success, AI-add ons, Slack/Teams integrations, Knowledge Base, Chat Widget—all-in-one.

[Marty Kausas @marty_kausas]

Our support team just crossed 100K tickets.

That's 17,355 across Jon Clark (leads the team and 1st support hire) and Matthew Nagy (2nd support hire).

32,000+ product questions, 26,000+ feature requests, and 23,000+ bug reports (top 3 categories).

5,000+ issues from our top 10 most active customers.

...all handled with a 93% CSAT.

On top of this, our support team is heavily involved in building and testing new Pylon products.

They're a huge part of the reason we can ship high quality features so quickly, and are always the first to pilot workflows we eventually productize and release to customers.

Congratulations to our support team for handling 100,000 (by now already 100,200+) issues. Thank you for keeping Pylon running 🚀

[advith chelikani @advith_c]

New workflow: Send and set status ⚡

If you ever want to manually override AI auto-statuses in Pylon, you can now respond to an issue and set its custom status in the same action.

→ Draft your customer reply
→ Use the "Send" dropdown to set issue status on send
→ Use keyboard shortcuts to do it even faster

Make sure tickets land exactly where you want them.

[advith chelikani @advith_c]

Testing something big and we're very excited about the results so far 🤫

[Robert Eng @rengrenghello]

We got a new addition to the customer portal...

🍀 Feature requests 🍀

→ Turn on portal visibility for FRs
→ Select what metadata customers can see
→ Choose how FR statuses appear to customers

Now customers can stay updated on their feature requests, right alongside their open tickets and tasks.

[advith chelikani @advith_c]

Here's how our first ever AI support hackathon went 👇️

What we learned from the event...

1/ For a lot of people, networking and just getting to chat with other attendees was super valuable in itself

2/ Our current customers got a ton of value out of meeting their Pylon CSMs in person (even if it was just a 15-30 min conversation in the middle of the day)

3/ It was awesome to see folks get excited about beta products we announced, but many people wanted deeper dives on use cases and how to set things up

We had a great time and got such good feedback that we're planning a similar series of customer-focused workshops for this summer.

Some of what we'll add based on your input...

→ Dedicated sessions with your Pylon CSMs
→ Event tracks so attendees can go deep on specific Pylon products or workflows they want to learn about
→ Small group sessions to facilitate different teams meeting each other and sharing their work

It's going be a very fun series so we can't wait to get more of the Pylon team and our customers involved.

Huge thank you to everyone who came out on May 21. It's still mind-boggling to us that people flew in from as far as the East Coast and the UK to be there!

See you again at the next one 🫡

[Robert Eng @rengrenghello]

AI-pilled?

No, Pylon is Tetris-pilled.

Oliver (product design) vibe-coded a custom Pylon-themed Tetris game with our brand patterns.

Watch everyone try to beat Advith's 20,000 highscore 👀

[Robert Eng @rengrenghello]

New in Pylon: HIPAA provisioning per account

We've had HIPAA mode in Pylon for a while now, where you can choose stricter email privacy settings for your entire workspace.

Now we're adding per-account controls so you can specifically accommodate the customers who actually require HIPAA compliance.

For each account...
→ Go to their account page
→ Find "Account settings" at the bottom of the sidebar
→ Change the "Email privacy" settings for that account

More granular controls for teams with mixed compliance footprints across their customers!

[advith chelikani @advith_c]

Usually the logic is that customer onboarding gets worse as you scale.

Tighter CSM bandwidth → less personalized setup

But our scaled CSM Donal Woods (who manages hundreds of accounts himself) knew that shouldn't be true anymore with AI tools and good account context....

...so in the past few months he built a Pylonboarding experience that outputs personalized + interactive onboarding plans for every customer.

This is how the flow works:

1. New customers take a 90-second quiz on their setup status, pain points, and product needs

2. Depending on their inputs, customers automatically get placed into 3 product tracks: Foundation, Growth, or Scale

3. They get a personalized email with track-specific next steps

4. Pylon auto-creates a project for the customer with track-specific tasks

5. Customers get directed to interactive product walkthroughs so they can start exploring Pylon on their own

Built with Claude, Pylon, Typeform, https://t.co/IfEOlEIRSr, and Arcade.

Huge shoutout to Dónal for helping scale Pylonboarding while improving the experience for all our new customers.

If you're curious to check out one of the interactive product pages:
https://t.co/o14fX7PEOd

[Marty Kausas @marty_kausas]

From the beginning at Pylon, we've had this conviction that you can't just run B2B support on platforms made for B2C.

Why?

Account context.

Context is everything when your customers...
→ Are accounts with multiple stakeholders
→ Sign multi-year contracts
→ Pay you 6+ figures in ARR
→ Form long-term relationships with your team
→ Talk to you via unstructured channels like Slack

Given the above it's impossible to reduce B2B support interactions to one-time transactions and you can't afford to "forget" customer context and history.

This is why we built Account Intelligence.

We're the first support platform to connect support data back to account-level context, because we've seen that building up your customer knowledge graph consistently improves outcomes.

We partnered with the team at @a16z to prove it with data directly from Pylon.

When you maintain and leverage rich context on your accounts, you improve AI-driven resolution and your customers are more satisfied with the support they're getting.

We did a whole deep dive on Pylon data and wrote about why contrary to the popular narrative, AI is best as a copilot for support teams and not a replacement for them.

Link to the full piece in comments 👇️

—

Huge thanks to Jared Forman, our Head of Data, and @saltzman_jason + team at a16z for the analysis.

[Marty Kausas @marty_kausas]

Real quotes from people who churned from Zendesk to Pylon:

"After working extensively with industry-standard big-box ticketing systems, it became glaringly obvious that a ticketing tool could be done better."

"Our experience with Pylon has validated the decision to leave Zendesk, and I've seen nothing that would cause us to reconsider it."

"Pylon has helped us turn support into a system that improves itself."

"We're still the same size team, but we're supporting 6x the business volume. Pylon isn't just a tool. It's a partner and a copilot."

[advith chelikani @advith_c]

Teamwork makes the dream work...

...so we're making it easier to collaborate on tickets.

You can now see who else is viewing an issue directly from your list and kanban views.

Now it's easier to work through your team's queue together in real-time and there's no more double-handling.

Happy collaboration 🤝

[Robert Eng @rengrenghello]

New Pylon customization unlocked...

Knowledge base themes!

You can now fully customize the look of your help center in Pylon:

→ Edit HTML and CSS directly in a code editor
→ Preview changes before publishing
→ Switch between themes in one click

We can't wait to see everyone's beautiful knowledge bases 🎨

[Robert Eng @rengrenghello]

Just shipped: Queueing logic 🎫 🧠

We added a new ticket queueing logic so you don't have to manually deal with unassigned tickets ever again.

When everyone on your team is full or it's after hours, you can now choose for tickets to go into a queue instead of staying unassigned.

As soon as the right person becomes available, Pylon will pull tickets from the queue according to priority and assign them a new issue.

Link to docs in the comments!

[advith chelikani @advith_c]

The AI tools we ship at Pylon come from real needs we've noticed in our own customer work...

...which means we really do use all the agentic workflows and features we've built into our product.

How?

In a few weeks @rengrenghello and Nikolaj will show you.

They'll demo 3 AI workflows our support, product, and GTM teams use every single day:

→ Tech stack we used
→ Patterns we applied
→ Prompts we wrote
→ Improvements we made
→ Outcomes we got

And you can expect to leave with workflow patterns to copy and tweak for your own team.

📆 June 10
⏰️ 10 AM PT

Register here for a spot: https://t.co/FzKxn3SIr9

[Pylon @usepylon]

@rengrenghello @AnthropicAI Until next time!

[Robert Eng @rengrenghello]

THANK YOU for an incredible @usepylon x @AnthropicAI hackathon yesterday 🙏

We were so impressed by people's projects that we're already thinking about how to incorporate elements of them into our own roadmap...

→ Response quality analysis skills
→ Custom AI-drafted KB updates
→ Escalation risk tracking
→ and many others

One of the best parts was also just seeing different teams share AI strategies with each other and even inspire each other's projects.

Huge shoutout to our speakers and team for organizing the day. We're excited to share more from the event soon and start planning the next one 🫡

[advith chelikani @advith_c]

We're almost ready for the Pylon x Claude Code workshop 🚀

Excited to see everyone in just a bit!

[Robert Eng @rengrenghello]

Nuggets from Franz and Regie's conversation about Zendesk → Pylon migrations yesterday 💎

1/ Spend 70% of the effort on process migration (setting up workflows, triggers, routing, etc.). Data migration itself is usually quicker and simpler.

2/ Most teams don't need to import all historical tickets. Importing more than the last 1-2 years could actually pollute AI features with unnecessary context.

3/ Many cutovers happen with zero down-time! In Regie's case, his team was well prepared and just responded to customers as usual while our solutions team migrated things in the background.

Thank you to everyone who joined the session!

A huge shoutout to Franz for hosting and to Regie for sharing his team's experience.

If you missed it live, we have the full recording up on our website: https://t.co/hNm4vxY7O7

[advith chelikani @advith_c]

Proud that @usepylon is one of the fastest-growing vendors on @brexHQ 📈

Earlier this year we had another SKU cross > $1M ARR on its own, and we're working on even more bets to keep scaling our products.

From Account Intelligence to some very exciting AI that I can't say much more about yet 😅, there's a lot coming up soon.

Shoutout to our team for their incredible momentum and work to get us here.