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 really like how Pylon automatically creates tickets from various sources like forms, emails, and Teams chat, which we can easily triage and resolve. It eliminates the need for manually creating and organizing support tickets, freeing up time to focus on bigger impact items. The initial setup was seamless. Review collected by and hosted on G2.com.

I don't like that in Teams chat, each new message gets grouped into the same ticket until the original ticket is closed, which is a major communication channel with our customers. 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 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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

I really appreciate Pylon's AI features, which draft responses and surface trends, making my work more efficient. I also find it super easy to see tickets thanks to Pylon's user interface. The initial setup was easy, especially with the help of the implementation specialist Franz, who was amazing. I also value Pylon for providing better reporting and insights into what customers are reporting and offering better visibility across the entire team. Review collected by and hosted on G2.com.

Some reporting features require further refinement, but that's if I'm being picky Review collected by and hosted on G2.com.

The AI abilities to summarize data quickly, works across support, product, engineering and data teams needs and inputs, communicates with customers across multiple channels. the connectivity to other tools across the org and ability to create to your own platform makes resolution of cases faster and allows engineering and prod teams to prioritize needs across multiple customers Review collected by and hosted on G2.com.

Needs more managerial/slice and dice portfolio views across industries and account managers/CSMs for more executive oversight functions especially for C-levels Review collected by and hosted on G2.com.

The native Slack integration is a real big differential, along with the integrations with BigQuery. Flexibility in adjusting contract terms and the super-helpful team are great pros! Review collected by and hosted on G2.com.

Some simple behaviors are not so obviously configured, which overcomplicates quite common workflows (i.e., assigning to an agent doesn't necessarily assign to their respective team, a new issue doesn't turn to 'on you' after getting an agent response). Review collected by and hosted on G2.com.

It's very fast, which is key when managing a lot of customers issues at the same time. It keeps up with me when I'm juggling multiple fires at once! Review collected by and hosted on G2.com.

I'm not the biggest fan of some of the latest UI changes. The user and account icons were made smaller which isn't great for accessibility. Review collected by and hosted on G2.com.