Pylon Reviews & Product Details

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. Review collected by and hosted on G2.com.

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I like Pylon for its ease of use and having a technical support team that makes problem-solving easier. It stands out for putting the ticket at the center of communication and offers native/modern integrations with all our core tools like Slack, Jira, HubSpot, Gong, and BigQuery. These integrations are not only very easy to set up but also interact with Pylon in a way that ensures updates are consistently available within the platform. This means our support engineers can stay within Pylon without switching contexts, which is really efficient. The integration with tools like HubSpot and Jira is particularly valuable because it allows us to have all the required information at our fingertips, saving us from jumping between tools, thus making interactions better and quicker. These features essentially save us time and make our workflows far more efficient. Review collected by and hosted on G2.com.

Nothing - everything is super intuitive and their feature release is taking care of staying on top of needs. Review collected by and hosted on G2.com.

What I like best about Pylon is that it keeps all customer requests in one centralized place, making it easy to manage and respond efficiently. The ability to message both customers and internal teams in one tool streamlines communication, and the analytics provide valuable insight into trends, response times, and overall customer needs. Review collected by and hosted on G2.com.

Getting Pylon fully set up and working exactly as needed can feel a bit cumbersome at first, and it can be noisy with a high volume of activity. That said, once custom views are built, it becomes much easier to cut through the noise, and those views significantly improve day to day usability. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

The agent feature lacks the ability to be deeply integrated with our systems so we can't use it as much. Review collected by and hosted on G2.com.

I like how Pylon is very user-friendly, which means I don't have to spend much time understanding it. The clean design is visually appealing and makes things easy to share with others. I also find Pylon highly customizable, as it adapts to my workflow instead of the other way around. This lets me build views and reports based on what is important to me. Review collected by and hosted on G2.com.

The customizable forms don't show me where in the platform the user is. They could tell me the URL of where the user is in the platform like the chat widget does. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

I think Pylon could use more customizability when it comes to the UI of the chatbot for our customers. Review collected by and hosted on G2.com.

I really appreciate how fast the development team at Pylon works. I love the Kanban board because it helps me organize tasks effectively. The Slack and Discord integrations are fantastic, making communication much smoother. I find all the integrations really good, as they enhance functionality and connectivity. The setup was super easy because they did it all for us, which made the transition to Pylon seamless. Review collected by and hosted on G2.com.

I think a better externally facing portal for customers would be good. Review collected by and hosted on G2.com.