All around great product
May 15, 2025

All around great product

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Pylon

We use Pylon as our sole and primary form of customer support. We use it for Slack, email, portal and looking to add into customer Teams channels. It is used by our small support team of 5 and helps us scale to users in all different channels, on multiple product offerings. We are able to use AI, customizations, and smart features to make our small team productive and able to handle more than previous. Pylon's large feature set allows us to continuously track, manage, and grow our accounts in addition to managing questions, issues, and feature requests.

Pros

  • Agent view customizations
  • Account mangagement tools
  • Feature / Tool feedback

Cons

  • AI intentionality
  • Linear integration
  • Team productivity
  • Easier cross-functional collaboration
  • better insights into customer issue tracking
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.
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.

Do you think Pylon delivers good value for the price?

Yes

Are you happy with Pylon's feature set?

Yes

Did Pylon live up to sales and marketing promises?

Yes

Did implementation of Pylon go as expected?

Yes

Would you buy Pylon again?

Yes

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.

Pylon Feature Ratings

Incident and problem management
9.2
Organize and prioritize service tickets
8
Expert directory
8
Subscription-based notifications
10
ITSM collaboration and documentation
9
Ticket creation and submission
10
Ticket response
10
Self Help Community
10.0
External knowledge base
10
Internal knowledge base
10
Multi-Channel Help
9.5
Customer portal
10
Social integration
9
Email support
10
Help Desk CRM integration
9

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