Pylon is a support platform built for B2B. Presented as an alternative to Zendesk, Pylon can be used to track customer issues across any channel, automate with AI, and design a support engine.
$89
per month per seat
Pricing
Pylon
Editions & Modules
Professional
$89
per month per seat
Advanced
$139
per month per seat
Offerings
Pricing Offerings
Pylon
Free Trial
Yes
Free/Freemium Version
No
Premium Consulting/Integration Services
No
Entry-level Setup Fee
No setup fee
Additional Details
Professional is $89 per seat per month and Advanced is $139 per seat per month, on an annual contract. Enterprise is a custom quote. Agentic features run on credits, with a minimum commitment of 5,000 credits. Add-ons: Account Intelligence is $10 per customer account per month (minimum 50 customer accounts). Phone is $35 per seat per month. SAML SSO is $125 per month on Advanced and included in Enterprise. There is no free plan.
Technical Support Manager in Customer Service at HG Insights (Information Technology & Services, 201-500 employees)
Chose Pylon
1. SLACK: Best for multiple customer channels, native Slack support. Tickets get created either automatically from any new Slack message, or by adding a ticket emoji to the message. 2. Auto-link to accounts - The tickets created this way are automatically linked to the related …
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Verified User
Chose Pylon
After evaluating both platforms, we chose Pylon for its superior user experience and deeper integration capabilities. Unlike Zendesk's frustrating UI and limited customization options, Pylon offered seamless integration with our existing tools like Salesforce, Linear, and PagerD…
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Key User Insights
Would buy again
No answers on this topic
Delivers good value for the price
No answers on this topic
Happy with the feature set
No answers on this topic
Lived up to sales and marketing promises
No answers on this topic
Implementation went as expected
No answers on this topic
Features
Pylon
Incident and problem management
Comparison of Incident and problem management features of Pylon
Feature
Pylon
9.2
2 Ratings
12% above category average
Organize and prioritize service tickets
9.32 Ratings
Expert directory
8.01 Ratings
Subscription-based notifications
10.01 Ratings
ITSM collaboration and documentation
8.32 Ratings
Ticket creation and submission
10.02 Ratings
Ticket response
9.32 Ratings
Self Help Community
Comparison of Self Help Community features of Pylon
Feature
Pylon
6.0
2 Ratings
27% below category average
External knowledge base
6.02 Ratings
Internal knowledge base
6.02 Ratings
Multi-Channel Help
Comparison of Multi-Channel Help features of Pylon
I think Pylon is great for startups who are figuring out where they want to interact and how they want to interact with their customers. Pylon is also great for beginner account management in terms of keeping track of comms, usage, tickets, and a bit more. Overall, I think Pylon will scale nicely it just takes a bit of time to configure all (lots) of settings.I don't think Pylon is well-suited for teams who don't know much about support operations. The tool has so many great features an they ship super fast, but the product itself isn't very opinionated and the amount of options sometimes can be overwhelming
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Overall, the UI is awesome and super intuitive. The features makes sense and everything is customizable to your liking. You don't need to create copies of filters, because the changing of filters on one saved few is THAT easy, which is something we love. Additionally, whenever we go to look for a capability or day dream about something... Pylon usually has it or its in the works. Only reason its not a 10 is that it can be overwhelming that it has everything, but a food problem to have
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
After evaluating both platforms, we chose Pylon for its superior user experience and deeper integration capabilities. Unlike Zendesk's frustrating UI and limited customization options, Pylon offered seamless integration with our existing tools like Salesforce, Linear, and PagerDuty, while allowing our team to stay within familiar Slack interfaces. The multi-channel notification system and AI-powered features like article generation provided the modern support infrastructure we needed, eliminating the complex rules and automations that made Zendesk cumbersome. Pylon's robust analytics and broadcast features also gave us valuable insights into customer engagement, making it the clear choice for streamlining our support workflows while enhancing both team efficiency and customer satisfaction.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
