Pylon

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: bit.ly/430zqwu

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.

@advith_c @brexHQ Up and to the right!!

Introducing... the speaker lineup for our Pylon x Claude Code AI support workshop on Thursday 🥁 @marty_kausas will start the day off with a welcome and share what we think the future of agentic support looks like. Fred Zhao (engineering) will follow with a session on creating, optimizing, and scaling AI Skills in Claude. @advith_c will talk about.... something secret Jon Clark (support) will show you how our own support team is using AI in Pylon and Claude lately. And our friend Stephane Gonthier (Head of Global Support @ Builder.io) will walk you through how his team is using Pylon, Claude, and Builder together to accelerate their support ops. Incredibly excited for all these sessions!

Guess the "Pylon surprises" we're unveiling at our hackathon... 🧠 🔄 ⚡️ 🏗️ ⚙️ 🎛️ I will grant 1,000,000 Pybucks to the first person who gets it right.

Just shipped: Rollups 🎢 We've made it very simple in Pylon to calculate and display aggregate data like... → All your champions for each account → The sum renewal ARR per account → Number of open issues by account Instead of manually maintaining custom fields to track these details, now you just define a rollup for any given object and let it auto-update.

@advith_c @AnthropicAI See everyone on Thursday!

Thursday is @usepylon x @AnthropicAI support workshop. Here's what to expect! 1/ We'll have a series of live sessions to show you how AI can work in customer support and give you ideas for what to build. 2/ You'll see actual examples of skills and workflows from top support teams to help get you started. 3/ Pylon's AI team will hold office hours to help unblock you or jam on ideas throughout the day. 4/ You'll meet a bunch of fellow support leaders who you can share ideas and chat about use cases with. We might also have some Pylon surprises to help you build your projects.... 🤫 Can't wait to see everyone there. P.S. We just closed registration but you can join the waitlist: bit.ly/4tCIfYp

Counting down the days until the Pylon x Claude Code AI support workshop... This Thursday, we're bringing together support leaders from across San Francisco for a whole day of building and community. Put on your hackathon hats and get ready to create some AI workflows for your support team 🤠 We can't wait to see (and share) what everyone builds! — Registration is now closed, but you can join the waitlist or leave your name and email for the next one: bit.ly/4wwfAqN

Many people at Pylon have non-linear backgrounds. Kaan (customer success) used to be a technical solutions engineer and did business development before that. Efe (solutions) was previously a software engineer working on AI agents. Nikolaj and Keren (support) have computer science backgrounds and so does Austin (SDR). Julia (SDR) and Dil (customer success) worked in banking before getting into tech. Adi (growth) was a YC founder before joining us. The great thing about this is our customer-facing teams can get very technical when customers need that type of support. And on the flip side, our technical team members really understand how to best support deals or customer requests. Everyone's non-traditional experience is like glue that holds the different parts of Pylon together 🤝

Findigs, Inc. partnered with Pylon to scale support for AI-native resident screening. After the team switched from Service Cloud to Pylon, their support operations became more efficient. They've reduced their ticket volume by 30%, set up AI runbooks to auto-triage 10-15% of all tickets, and avoided having to double the team. Plus, in 30 minutes and with no technical expertise required, Tatiana and Nikita can build workflows that would taken them days to set up in Salesforce. Learn more in their case study: usepylon.com/case-study/fin…

We recently celebrated hitting 100+ employees! At the beginning of last year there were less than 30 of us. Some fun highlights from the past few months: 1/ Exec team has grown with leaders across engineering, data, marketing, and more joining soon 2/ Added net new roles like marketing ops, customer success ops, and legal ops 3/ Doubled the number of product managers, performance marketers, and product designers we have Very, very proud of this team and excited to keep growing it 📈

The evolution of migrations at Pylon... 2023: Manually doing migrations for customers 2024: We build our own v1 migration tool 2025: First solutions engineer joins 2026: SE team has migrated hundreds of customers from Zendesk, Intercom, and counting A lot of times migrations are the scariest part of switching support platforms. We always get questions about... → How we'll preserve data → How long everything will take → Who will be there to help the team through it Luckily we have incredible solutions engineers who walk customers through every step of the process, and next week we'll talk about this live. Join Franz from our team and Reginald Espiritu from GoodTime to learn exactly how we've migrated customers from Zendesk to Pylon. May 19 @ 9 AM PT! Link to register in the comments. 📸 : POV you're about to migrate to Pylon and the solutions team greets you

Oliver (product design) vibe-coded this sick website that generates empty state designs for the @usepylon app 🤯 He baked in some rules so the designs always look beautiful and actually match our brand. Look out for these in Pylon soon....

@rengrenghello Hoping I come across an empty state so I can see these 😊

@advith_c @AnthropicAI Get your hackathon hats on

Come hack with @usepylon and @AnthropicAI 👾 Next Thursday, we're hosting the first ever AI support hackathon in San Francisco. On top of... → Learning when/how/what to automate with AI → Having dedicated time to build workflows → Getting frameworks to help you keep building ...you'll get to chat with tons of other support teams about the things they're building and testing every day. Join us on May 21! We have limited spots left. Register at the link in the comments.

We've talked plenty about why you should leave Zendesk for Pylon. But what about the migration? Next week we're hosting a webinar all about the migration process. → How long does it take? → Am I going to lose all my data? → Is someone going to help me with it? Come hear from our solutions engineer Franz Heller and our friend Regie Espiritu (Customer Support Manager @ GoodTime). Franz will walk you through what migrations look like and Regie will share GoodTime's experience. 📆 Tuesday, May 19 ⏰️ 9 AM PT Register here: bit.ly/430zqwu

It feels like all the default use cases for AI in CS have to do with health scoring or meeting prep. Our post-sales team has been thinking through more complex cases where AI can be really helpful. Some of the things CSMs have built so far... Em's Kickoff Deck Builder → AI pulls an account's onboarding quiz answers, notebook data, and connected integrations from Pylon → Grabs kickoff attendees from Google Calendar and deal context from Slack → Drops a completed kickoff deck into the customer's Google Drive folder Dónal's Heat Scanner → AI analyzes usage data across all accounts → Identifies the top 20 highest-potential upsells → Helps transition these accounts from scaled to mid-market CSMs Dil's Renewal Skills → AI scans for all upcoming renewals → Creates a Pylon issue for each one → Drafts an outreach email to champions and POCs ...and that doesn't even cover what the team has been building for Pylonboarding recently 👀

.@findigs_inc avoided 2x'ing their support team by switching from Salesforce Service Cloud to Pylon. Tati and Nikita's team went from asking engineers for custom Retool workarounds to building support workflows themselves in 30 minutes. Every part of their support operations got more efficient: → Reduced ticket volume 30% → AI runbooks auto-triage 10-15% of all tickets → 4+ different teams working from the same platform Huge thanks to Tati and Nikita for sharing how Pylon supported their scale. Link to their full case study in the comments!