Know if a Pylon issue was reported before, and who else hit it.
Modem captures Pylon issues and their threads, groups them with reports of the same problem from Slack Connect, Discord, and your other sources, and shows your support team the affected customers and the engineering issue.
How Modem works with Pylon
Capture support issues and their message threads from Pylon and connect them to feedback from every other source.
Issues with their threads
Issue titles, opening messages, customer and teammate replies, internal notes, state, tags, requester, and assignee come into Modem as new issues arrive.
One problem, every report
A Pylon issue lands in the same topic as the Slack Connect thread and the Discord report about the same problem, with the people and companies behind each.
Replies when you allow it
Once an admin turns on agent writes, Modem can reply, add internal notes, and tag issues when a teammate asks, so the follow-up goes out when the fix lands.
One pipeline for everything your customers say
Pylon is one of the places Modem listens and acts. Everything lands in one prioritized view at app.modem.dev, grouped by what people are actually asking for and tied to the people and companies who raised it.
How to connect Pylon
Connecting takes a few minutes. You need a Modem account and permission to authorize Pylon for your team.
- 1
Create a Modem account
Sign up at app.modem.dev/auth/signup. Modem has a free plan, so you can connect your first sources without paying.
- 2
Add a Pylon API token
Create an API token in Pylon, then add it in your Modem organization under Settings, then Integrations, then Pylon.
- 3
Create the webhook triggers in Pylon
Modem shows you a webhook URL. In Pylon, create one trigger per event Modem lists (new issues, customer and teammate replies, internal notes, and state changes) pointing at it.
- 4
Watch topics form
New Pylon issues are grouped into topics with your other sources from then on. An admin can optionally import the last 30 days, up to 500 issues.
Common questions about the Pylon integration
What does Modem capture from Pylon?
Issues and their threads: the title, opening message, customer and teammate replies, internal notes (marked as internal), state, tags, requester, and assignee. An admin can optionally import the last 30 days, up to 500 issues.
Can Modem reply in Pylon?
Yes, once an admin turns on "Allow AI agent to write to Pylon". Writes are off until then. The agent can reply, add internal notes, and set tags when a teammate asks, and in Slack and, by default, in the dashboard each write waits for approval. Replies appear as the owner of the API token, not as Modem.
Does Modem replace Pylon?
No. Pylon keeps the issues, assignment, and SLAs. Modem is what your support team uses next to it to check whether a problem has been reported before, see which customers are affected, and find the linked engineering issue.
How do I connect Pylon?
Create a Pylon API token, add it in Modem under Settings, then Integrations, then Pylon, and add the webhook URL and triggers Modem shows you in Pylon. The setup docs at modem.ai/docs/integrations/pylon cover the details.