Beyond the interface, I've really come to value the automated notification system: it keeps our team aligned without manual check-ins.

The reporting dashboard has been a game changer for us. Beign able to visualize our progress in real time has made our weekly syncs much more productive. Review collected by and hosted on G2.com.

While the feature set is strong, the initial dashboard load time can be sluggish during peak hours. Optimizing performance for larger datasets would be a huge plus.

The mobile experience could use some work. It's great on desktop, but navigating the interface on a phone feels a bit cramped and less intuitive. Review collected by and hosted on G2.com.

I like Pylon for how it creates intimacy between our support engineers and our customers, allowing us to provide caring and personal support. It helps us maintain a real relationship with our customers as we support them through Slack and supports a large number of customer channels. I also appreciate that when our customers reach out through Slack, they are talking directly with the engineers who know their environment. Pylon keeps that context organized without forcing us into a ticket-queue mentality, resulting in faster resolutions and customers who feel like they have a real partner, not a help desk. Review collected by and hosted on G2.com.

A few areas stand out. First, the support experience is inconsistent. Their reps are responsive on initial contact, but follow-through on subsequent requests is often lacking. Second, and more importantly, the product direction feels concerning. New features ship in a half-baked state with just enough to announce, but lack the depth to actually use them effectively, and then they quietly get abandoned. It feels like the roadmap is chasing breadth over quality. As a company that built its reputation on being the modern, Slack-native alternative to legacy ticketing systems, it has been disappointing to watch the product inch closer to becoming what it was supposed to replace. Review collected by and hosted on G2.com.

I find Pylon to be a great single pane of glass for providing support. We use it as our main way to provide support to thousands of customers, and it's a lot better than the software we upgraded from. Our support is a differentiator in deals, and Pylon plays a crucial role in enabling that effectively. I also appreciate how intuitive Pylon is to set up and use. Review collected by and hosted on G2.com.

I think Pylon AI agents leave some stuff to be desired. It depends on documentation being excellent, but unfortunately, we don't have excellent documentation. That limits the product capability. Also, it doesn't understand the product very well. We've been using Claude hooked up to our core repository, which works better than Pylon's AI agents. It needs a lot of improvement. Feature requests and collation using AI are not often used. Review collected by and hosted on G2.com.

I find Pylon incredibly useful for collecting customer issues in one place and offering cross-org visibility into those issues. I really like how it connects to internal communication channels like Slack, which we use frequently to post updates about new issues or comments. This integration allows us to communicate with engineering and other teams without needing them to log in to Pylon directly. I love that the knowledge base helps us build up external-facing articles to support frequent issues. Also, Pylon allows us to plug in other AI tools connected to our platform and database, which helps prepare answers to questions and issues. Review collected by and hosted on G2.com.

The email threading can get annoying and gets cut off at certain points. The new phone feature is very robotic and not as good as others we've tried. The ticket merging process is not great. Review collected by and hosted on G2.com.

I appreciate how Pylon is AI native, as this provides unlimited visibility into our customer and account health. The vast AI features are crucial for compiling all of the account information into actionable insights when Pylon is connected to Slack, email, tickets, CRM, and other integrations. The initial setup of Pylon was very easy, and although ticket data migration took a bit, it was manageable. We switched from Zendesk after realizing the value Pylon provides, especially for support in Slack as it grew. I'm glad it integrates well with our in-house custom agents and other tools like HubSpot, Notion, GitHub, email/calendar, and more. Review collected by and hosted on G2.com.

The editor in the knowledge base could be improved. The editor is a basic document editor and the ability to improve the text entry or edit would be appreciated. Review collected by and hosted on G2.com.

our CSM is amazing and the dev team works so quickly to fix bugs and release high-priority features! Review collected by and hosted on G2.com.

it's not really a "dislike" but there are still some aspects of Account Intelligence that are missing, due to how new it is Review collected by and hosted on G2.com.

I love how now I can keep track of all my conversations with the customers, I can leave internal notes with details so that the entire team has all the information about the subject in the conversation and now I am not missing any thread and it made my job a looooot easier. Really love it and highly recommend it!

And I love the fact that now it analyses other threads and helps me with a response for the customer from looking at similar conversations. Review collected by and hosted on G2.com.

Nothing. IT's all amazing and I love it! Review collected by and hosted on G2.com.

I use Pylon for our technical support queue and account management. I find it valuable as the hub of our support ticketing which helps us scale by routing tickets by region, tracking, and enforcing response times. The AI and collaboration tools are effective for resolving complex tickets. I appreciate that it integrates well with Slack and Teams, which is critical for real-time communication with our customers and helps us hit our response time SLAs. The tool's ease of use and the responsive and collaborative team add to its value. Review collected by and hosted on G2.com.

Although the Account Intelligence suite is valuable and has useful AI insights, it is still a relatively early product and does not yet have all the tools to allow our CSM team to manage their customers end to end through Pylon. I also feel the need for a more reliable and robust integration with Salesforce, particularly for opportunity/renewal forecasting and more workflow capabilities where AI insights can help draft and send emails on behalf of CSMs. Review collected by and hosted on G2.com.

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.

The omnichannel support with AI triggers to help direct workflow allow us to stay op top of issues and not allow customer requests to fall through the cracks.

The AI powered notebooks mean we can always have up to date account plans for every account which is a HUGE time saver for the CS team. Review collected by and hosted on G2.com.

Pylon's Account Management functionality for complex enterprise accounts that may have many different sub accounts is still in its infancy. Its my one knock but given the speed at which they are developing I hope they have it fixed soon. Review collected by and hosted on G2.com.