Automate triage, enforce compliance, and eliminate manual work. By the end of this track you will have teams organized, triggers routing issues automatically, and dashboards replacing gut feel.
Before automating routing, Pylon needs to know your team structure. Group people by function, segment, or product area.
Teams control routing, views, and reporting. You can be as broad as "Support" or as specific as "Enterprise CS – APAC". Because one person can belong to multiple teams, complex org structures are easy to model — a senior engineer can sit in both Engineering and an Enterprise Escalations team without duplication.
Every team gets its own Saved View, its own round-robin assignment pool, and its own slice of the Analytics dashboard, making it easy for team leads to see exactly how their group is performing.
This is where manual triage dies. Triggers auto-route issues to the right team based on AI categorization, keywords, or account tier.
AI Assistants let you write plain-language prompts that classify incoming issues by topic and automatically route them to the relevant team -- no manual triage needed. Set up rules like "if the issue is about billing, assign to Finance" and let the AI handle the rest.
Learn more about AI AssistantsYou can't improve what you can't measure. Build dashboards that give team leads real-time visibility into operational health.
Response SLAs (first response time and next reply time) only tick during business hours, and only while your customer was the last to respond with the issue in a New or On You status. They pause in all other statuses.
Resolution SLAs tick during business hours while an issue is New, On You, or On Customer — pausing whenever it moves to any other state. Set your hours under Settings > Support Hours, otherwise timers run 24/7.
What do p50, p90, and p99 mean in Analytics?
Half your issues resolved faster than this, half slower. Your baseline performance number.
The median90% of issues resolved within this time. Highlights the worst-case experience most customers encounter.
Near worst-caseOnly 1% of issues take longer than this. Focusing on p99 surfaces the outliers that disproportionately hurt satisfaction.
True outliersYour Portal
Log in with your Pylon email address to see your recommended onboarding tasks in the customer portal.
Reference
Docs for everything in this track.