Pylon

4 min

Pylon is a Slack-first B2B customer support platform that gives modern SaaS teams a shared inbox across Slack Connect, email, and in-app channels. The Custify integration mirrors your Pylon tickets into Custify so you can review support volume and history next to health scores, lifecycle stages, and renewal data without switching tools.

What can you do with Pylon in Custify

Once connected, the integration imports your Pylon tickets and surfaces ticket activity across Custify so your CSMs can act on it alongside the rest of your customer data:

Import Pylon tickets as Touchpoints on the matching person and company in Custify, including messages, tags, assignee, and state.

Match Pylon issues to existing people in Custify by requester email, then roll them up to the company level so you see total ticket counts and a breakdown by Pylon state (new, waiting on you, waiting on customer, on hold, closed).

Review the full Pylon ticket history directly inside the Customer 360° Profile, with a link back to the original ticket in Pylon.

Segment customers by Pylon activity, for example, accounts with a high number of open tickets or tickets sitting in waiting on you for too long.

Trigger Playbooks when ticket counts cross a threshold, so your CSMs get a task or alert at the right moment.

Feed Pylon ticket data into Health ScoresHealth Scores to factor support load into each customer's overall health.

Activation

For Pylon, the requester email is the primary identifier. Tickets are matched to people in Custify by email and aggregated up to the company level. The integration only attaches tickets to people and companies that already exist in Custify, so no new records are created.

You will need admin permission in Pylon to generate an API token. The token is created under Settings - API Tokens in Pylon.

In Pylon, go to Settings - API Tokens and generate a new token. Copy the value.

Find Pylon in the list and paste the token into the Pylon API Token field.

Confirm the company matching toggles. Account external IDs and the Slack channel fallback are on by default, so Custify will try to match each ticket to a company by linked person, then by Pylon Account external_ids, then by Slack channel ID.

Click Save settings. The initial backfill starts automatically, and Custify then runs hourly incremental syncs to pull anything updated since the last run.

Observation: For Slack channel matching to work, your companies need a slack_channel_id custom attribute populated in Custify. If that attribute is not set, the email and external ID matching tiers still apply. Pylon conversations (chat, surveys, knowledge base, CSAT) are not imported, only Pylon Tickets.