Pylon
PylonReviews from AWS customer
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Efficient Customer Support Made Simple
What do you like best about the product?
I like that Pylon was super easy to set up and get up and running. It integrates with Slack which is great because our team primarily works out of Slack, making it easy to answer chats in a system we are already in constantly. Getting it up and running, particularly on the chat side, was pretty simple.
What do you dislike about the product?
It's a bit complex in terms of setting up triggers and SLAs, and there's a lot to Pylon. It's important to go through onboarding documents and make sure you plan before jumping in.
What problems is the product solving and how is that benefiting you?
Pylon gives our customers an easy way to engage with us and report issues. It helps us triage issues, cover off hours, and its Slack integration lets us manage chats in our existing system effortlessly.
Seamless Slack Integration for Managing Support in One Place
What do you like best about the product?
The way it integrates with Slack so we can manage all support channels from one tool.
What do you dislike about the product?
Some of the settings are not very intuitive. Also the fact that the merge issue functionality is too limited.
What problems is the product solving and how is that benefiting you?
It's allowing us to offer slack channel support to our customers while letting us prioritize and manage all incoming issues across all channels effectively.
Streamlined Request Consolidation, but Ticketing Can Create Duplicate Bloat
What do you like best about the product?
Pylon helps our team keep track of incoming requests in one streamlined place. We have multiple request channels, and we benefit a lot from consolidating them, and Pylon does exactly that.
What do you dislike about the product?
There are times that the ticketing process is not the most intuitive. I.e multiple tickets being created for a single request - which causes bloat.
What problems is the product solving and how is that benefiting you?
Pylon serves as a single source of truth for customer information and outreach. It lets us quickly review the most up-to-date details we have on our customers and, in an intuitive way, figure out the best approach to supporting them.
Slack Integration Makes Ticketing Effortless
What do you like best about the product?
I like the Slack integration and having the ability to open tickets from Slack
What do you dislike about the product?
The Teams integration is extremely wonky, and it's hard to avoid opening tickets that are not actual tickets from the Slack/Teams integration
What problems is the product solving and how is that benefiting you?
We didn't have a ticketing system, and as a small company this fits our needs. It's not difficult to use, it has enough capabilities to be sufficient in our current size, and it's easy to track tickets down to resolution.
Clear Ticketing and Insightful Metrics
What do you like best about the product?
I really like Pylon's ticketing features because everything is clear, and I always know the statuses. The metrics it provides are great too, as they allow me to see ticket reports and SLAs. I use these features to track client support volume, giving us clarity on which clients are raising the most tickets so we can keep an eye on them. Also, the initial setup of Pylon was super easy.
What do you dislike about the product?
I struggled with setting up automations, and the processes don't seem 100% clear. Maybe it's a me problem, but I wish there was better guidance.
What problems is the product solving and how is that benefiting you?
I use Pylon to track and manage support queues, making ticket statuses clear. The metrics help me see ticket reports and SLAs, which gives us clarity on which clients are raising the most tickets so we can monitor them.
Flexibility and Integration Elevate Customer Operations
What do you like best about the product?
I like Pylon's flexibility to set up our ticketing system the way we want. Its deep integration with Slack is a core value proposition for us, ensuring we don't miss any messages and can track threads and centralize tickets within channels. I also appreciate its AI features that simplify and automate some manual tasks like ticket categorization, assignment, and summary. The initial setup was very easy, especially with the help from a team.
What do you dislike about the product?
The agent feature lacks the ability to be deeply integrated with our systems so we can't use it as much.
What problems is the product solving and how is that benefiting you?
Pylon manages tickets, escalations, and workflows. It integrates deeply with Slack to centralize communications and tracks threads, making sure no message is missed. Its AI automates tasks like ticket categorization and assignment, simplifying our operations.
Efficient Management Hub
What do you like best about the product?
I like that the setup of Pylon was pretty easy and fast, taking only a few weeks. I appreciate having project plans for implementation and support organized in one place. Pylon acts as a central hub for customer truth, helping me manage everything efficiently.
What do you dislike about the product?
The billing/pricing structure felt a bit unclear and bespoke — it was given to us in a Google Sheet, which gave me the impression they were trying to ring us up for as many add-ons as possible versus a standard, easy-to-understand model.
What problems is the product solving and how is that benefiting you?
I use Pylon to organize customer issues and manage implementation projects, providing a central hub for customer truth.
Intuitive, Reliable, and Fast-Shipped Features with Thoughtful Client Support
What do you like best about the product?
Pylon ships incredibly quickly and thoughtfully. I often log-in to new features and functionality and it always works. The experience is intuitive and I feel empowered to own the system, even a non-technical person. I also really enjoy how they interact with their clients. They actually use Pylon at Pylon and are able to expedite requests to relevant folks on their team - all the way up to their founders.
What do you dislike about the product?
I don't have anything to share at this time.
What problems is the product solving and how is that benefiting you?
Pylon is helping us scale our post-sales motion in a meaningful way. Pylon helps me see our client base as a whole and in the weeds when needed. Instead of fragmented systems to manage our client workflows, I see the path to doing everything with Pylon. They aren't there yet, but their shipping momentum and workflow focus gives me confidence that Pylon is all we will need. We considered purchasing a CS tool middle of last year and decided not to due to the added functionality that Pylon has built.
Exceptional Ticket Management
What do you like best about the product?
I like Pylon for providing a good overview, making it easier to keep track of tickets coming in from different sources. It offers more visibility on tickets compared to what we were using before. I appreciate the good feature velocity, and I found the initial setup to be easy.
What do you dislike about the product?
I think Pylon could use more customizability when it comes to the UI of the chatbot for our customers.
What problems is the product solving and how is that benefiting you?
I use Pylon for support, helping me with an overview of tickets from different sources and making it easier to keep track. We switched from Slack to Pylon for more visibility on tickets.
Integrates Well but Needs Email Enhancements
What do you like best about the product?
I like the Slack and Teams integrations in Pylon. I also like the AI summary features it has because it helps me understand the sentiments of my accounts and how they're feeling about the product and the support they're receiving at a glance. I have not found another tool that so seamlessly centralizes Slack and Teams conversations.
What do you dislike about the product?
I find the Kanban style board to be clunky and difficult to use. It feels like things get lost easily, and it's hard to understand the status of tickets. I also do not like how the Pylon email system handles email threading. Customers sometimes don't receive replies or receive replies without context, which is very confusing for them and for us.
What problems is the product solving and how is that benefiting you?
Pylon helps us track and triage customer issues via email, support portal, Slack, and Teams, centralizing conversations seamlessly.
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