Pylon

Support is where a company learns what its product is actually like to use. Pylon's three streams are all mirrored, because each unit is a real artefact: an article someone wrote, a request someone filed, a thread someone resolved.

What you choose

Knowledge-base articles are scoped by knowledge base — you pick which ones are in range. Feature requests and resolved threads are workspace-wide streams: they come as a whole, not per account.

Resolved threads are on by default. A busy support desk resolves far more threads than a workspace writes documents, and each becomes its own source, so the volume is real — but it is also the reason to connect Pylon at all. The connection dialog answers the volume question with a history window instead: a new connection opens on recent history rather than the whole archive, and you choose how far back it reaches.

What lands in your map

The recurring shape of customer pain — which is usually invisible in any single thread and obvious across a hundred of them.

Authentication

Pylon connects with an API key rather than OAuth.

What it can't see

• Accounts and issues outside the scopes you authorise.