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.
$70
per month per seat
Zendesk Suite
Score 8.7 out of 10
N/A
Zendesk is a customer support solution with built-in ticketing, conversational messaging, and live chat, designed to help businesses of all sizes and industries deliver personalized service at scale. Zendesk's AI agents are trained in CX to help Service teams resolve customer issues faster and more accurately while still providing a human-centered experience. Zendesk ultimately aims to help businesses improve time to value, reduce effort per ticket, and keep costs low.
$69
per month per agent
Pricing
Pylon
Zendesk Suite
Editions & Modules
Starter
$70
per month per seat
Professional
$118
per month per seat
Enterprise
$167
per month per seat
Suite Team
$69
per month per agent
Suite Growth
$115
per month per agent
Suite Professional
$149
per month per agent
Suite Enterprise
Contact Sales
Offerings
Pricing Offerings
Pylon
Zendesk Suite
Free Trial
No
Yes
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
Yes
Entry-level Setup Fee
No setup fee
Optional
Additional Details
Up to a 33% discount available for annual pricing.
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…
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
Being a customer support agent, I found it very good when it comes to send an email or call or chat- with the user. I can do all that from the one single platform which is so easy and time saving for you. It does not take much time to use this, We can chat- with the user and at the same time we can send an email to them as well.
Is there a way for AEs and CSMs to be informed in a weekly summary of all their accounts and any tickets? Example: Disney submitted a ticket on XYZ. Google has an urgent issue on X still unresolved.
Is there a way for CSMs or AEs to have a Dashboard that's specific to their accounts instead of seeing all the tickets in the queue that are not relevant to them?
Zendesk is an amazing tool for communicating with your customers easily. The communication tickets from sellers to us or from us to sellers are stored, and there are statuses used to make communication easy. We have internal conversations between departments, linked with useful software such as Zingtree, Talkdesk, and Webs.
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
Pros: The agent interface is sleek, contemporary, and relatively easy to learn compared to many other enterprise tools. For common tasks, admins are given point-and-click options- adding fields, modifying workflows, constructing macros. The knowledge base (Guide) editor is easy to use for non-developers. Drawbacks: Once you move past the initial things - complex automations, reporting/analytics in Explore, and/or customizations integrating the API, it requires much more advanced training to use successfully. Navigating between the different modules (Support, Explore, Chat, Guide) can feel very disconnected; often you are reminded that it really is a "suite" of products brought together -not really one unified platform. If you're using multiple brands managing simultaneous support tickets, or heavily customizing workflows to meet your brand, you may run into a bit of struggle with usability. So: it's a lot more user friendly than the palaces (Salesforce Service Cloud, ServiceNow), but is not used as quickly or with as much streamlined flow as a product made for a small shop. So if you are looking for a great balance, this is a good option if you are a net new organization or an organization on their way to scaling from 15 - 50 employee. Expect some elbow grease from the admin team once learning, adapting, and working efficiently once you move past the basics with your support tickets and initial customizations.
We rarely need to contact their support team, but when we do they are responsive. However there have been notable times when communication between myself and the support rep was challenging despite me providing clear explanation of the issue, screenshots, and a thorough explanation of the goal we hope to achieve. It took several back and forth attempt, on a few occasions, to get resolution on an otherwise simple request
Zendesk has tons of available material for training - videos, webinars, articles, etc. The only reason this is not a 10 is because it can be hard to figure out how to navigate to these things and find what you are looking for.
I was very satisfied. They have a free trial for 30 days and I recommend you do that and use it. It is very easy to get started with the basics and the build on over time.
The only thing technically complex was single sign-on and integration to Salesforce.com required some tweaks – otherwise setting up system was very easy
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.
The customisable reporting every time. Our leadership reply on me to run my team and want to know what customers are telling us so they can elevate our products. We have extensive custom reports that tie up all aspects of our product and customer journeys. I've not found another product that allows me as much freedom as Zendesk Suite explore does, so far.
Integrating other AI solutions for an organization with high volumes can cost about USD5000 monthly. With Zendesk AI and by building onto the same with AI powered apps built for Zendesk Suite we save a projected USD4000 monthly.
Robust Zendesk APIs have enabled us to integrate our internal system with a customized app saving us hundreds of hours every quarter spent loading customer profiles that are not loaded instantly from the app.
Plug and play apps like Round robin save us weeks of sprint delay timelines as they do not require additional coding or developer support to install and start using.
