Pylon

Pylon is an advanced customer support and success platform designed to help you manage every aspect of your customer relationships—from support issues to accounts, contacts, users, teams, and beyond. Pylon empowers support and success teams to operate efficiently and programmatically with a rich API and comprehensive toolset.

With Pylon in Sim, you can:

• Manage Support Issues:

  • List, create, get, update, and delete support issues for efficient case tracking.
  • Search and snooze issues to help agents stay focused and organized.
  • Handle issue followers and external issues for seamless collaboration with internal and external stakeholders.

• Full Account Management:

  • List, create, get, update, and delete customer accounts.
  • Bulk update accounts programmatically.
  • Search accounts to quickly find customer information relevant for support or outreach.

• Contact Management:

  • List, create, get, update, delete, and search contacts—manage everyone connected to your accounts.

• User and Team Operations:

  • List, get, update, and search users in your Pylon workspace.
  • List, create, get, and update teams to structure your support organization and workflows.

• Tagging and Organization:

  • List, get, create, update, and delete tags for categorizing issues, accounts, or contacts.

• Message Handling:

  • Redact sensitive message content directly from your workflows for privacy and compliance.

By integrating Pylon tools into Sim, your agents can automate every aspect of support operations:

• Automatically open, update, or triage new issues when customer events occur.
• Maintain synchronized account and contact data across your tech stack.
• Route conversations, handle escalations, and organize your support data using tags and teams.
• Ensure sensitive data is properly managed by redacting messages as needed.

Pylon's endpoints provide granular control for full-lifecycle management of customer issues and relationships. Whether scaling a support desk, powering proactive customer success, or integrating with other systems, Pylon in Sim enables best-in-class CRM automation—securely, flexibly, and at scale.

Usage Instructions

Integrate Pylon into the workflow. Manage issues (list, create, get, update, delete, search, snooze, followers, external issues), accounts (list, create, get, update, delete, bulk update, search), contacts (list, create, get, update, delete, search), users (list, get, update, search), teams (list, get, create, update), tags (list, get, create, update, delete), and messages (redact).

Tools

pylon_list_issues

Retrieve a list of issues within a specified time range

Input

Output

pylon_create_issue

Create a new issue with specified properties

Input

Output

pylon_get_issue

Fetch a specific issue by ID

Input

Output

pylon_update_issue

Update an existing issue

Input

Output

pylon_delete_issue

Remove an issue by ID

Input

Output

pylon_search_issues

Query issues using filters

Input

Output

pylon_snooze_issue

Postpone issue visibility until specified time

Input

Output

pylon_list_issue_followers

Get list of followers for a specific issue

Input

Output

pylon_manage_issue_followers

Add or remove followers from an issue

Input

Output

pylon_link_external_issue

Link an issue to an external system issue

Input

Output

pylon_list_accounts

Retrieve a paginated list of accounts

Input

Output

pylon_create_account

Create a new account with specified properties

Input

Output

pylon_get_account

Retrieve a single account by ID

Input

Output

pylon_update_account

Update an existing account with new properties

Input

Output

pylon_delete_account

Remove an account by ID

Input

Output

pylon_bulk_update_accounts

Update multiple accounts at once

Input

Output

pylon_search_accounts

Search accounts with custom filters

Input

Output

pylon_list_contacts

Retrieve a list of contacts

Input

Output

pylon_create_contact

Create a new contact with specified properties

Input

Output

pylon_get_contact

Retrieve a specific contact by ID

Input

Output

pylon_update_contact

Update an existing contact with specified properties

Input

Output

pylon_delete_contact

Delete a specific contact by ID

Input

Output

pylon_search_contacts

Search for contacts using a filter

Input

Output

pylon_list_users

Retrieve a list of users

Input

Output

pylon_get_user

Retrieve a specific user by ID

Input

Output

pylon_update_user

Update an existing user with specified properties

Input

Output

pylon_search_users

Search for users using a filter with email field

Input

Output

pylon_list_teams

Retrieve a list of teams

Input

Output

pylon_get_team

Retrieve a specific team by ID

Input

Output

pylon_create_team

Create a new team with specified properties

Input

Output

pylon_update_team

Update an existing team with specified properties (userIds replaces entire membership)

Input

Output

pylon_list_tags

Retrieve a list of tags

Input

Output

pylon_get_tag

Retrieve a specific tag by ID

Input

Output

pylon_create_tag

Create a new tag with specified properties (objectType: account/issue/contact)

Input

Output

pylon_update_tag

Update an existing tag with specified properties

Input

Output

pylon_delete_tag

Delete a specific tag by ID

Input

Output

pylon_redact_message

Redact a specific message within an issue

Input

Output

Notes

• Category: tools
• Type: pylon