Pylon

The support platform built for B2B.

Customer Support Platforms
★★★☆☆ 3
2022 Founded
51-200 Employees
750+ Customers
San Francisco, CA, USA Headquarters
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Quick Facts

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Website
usepylon.com →
Starting Price
59
Pricing Model
per-user
Free Trial
14 days
Company Type
startup
Social
LinkedIn Twitter/X

About Pylon

Pylon (Pylon Labs, Inc.) is an AI-native customer support platform built specifically for B2B companies. The product brings together ticketing, omnichannel messaging across Slack, Microsoft Teams, email, chat widgets, forms and Discord, plus knowledge management, AI agents and assistants, and account intelligence in a single unified interface. By centralizing customer conversations and account data, Pylon helps support, success, and revenue teams resolve complex B2B issues faster while maintaining full context on every account.

Founded in 2022 by Marty Kausas, Advith Chelikani, and Robert Eng, Pylon emerged from the insight that B2B customer relationships increasingly live in collaborative tools like Slack and Teams rather than traditional email-only help desks. The founders built Pylon to treat these channels as first-class citizens, turning shared customer workspaces into structured, trackable support workflows with SLAs, automation, and analytics layered on top. The company went through Y Combinator (W23) and quickly gained traction among fast-growing SaaS and infrastructure startups.

Pylon has raised $51M in venture funding, including a $17M Series A led by Andreessen Horowitz in August 2024 and a $31M Series B co-led by Andreessen Horowitz and Bain Capital Ventures in August 2025, with participation from General Catalyst, Y Combinator, and others. The company reports 750+ customers and strong growth, with more than 150 organizations migrating from legacy platforms like Zendesk, Intercom, and Salesforce Service Cloud. Notable users include Deel, Hightouch, Temporal, AssemblyAI, Together AI, and Ada, many of whom rely on Pylon’s AI agents to resolve a significant share of support inquiries automatically.

Positioned as a modern alternative to incumbent help desks, Pylon emphasizes AI-driven workflows and deep collaboration rather than just ticket queues. Its product roadmap centers on AI agents and assistants that handle ticket pre-work and resolution, analytics that surface account-level risk and health signals, and tight integrations with CRMs, incident tools, and data warehouses. With SOC 2 Type II, ISO 27001, HIPAA, and GDPR compliance, Pylon targets mid-market and enterprise B2B teams that need a security-ready, Slack- and Teams-native support system that can scale with rapid growth.

Key Features

Omnichannel support workspace - unify Slack, Microsoft Teams, email, in-app chat, forms, Discord, customer portal, and API-based tickets in a single inbox.

Slack & Teams native support - manage Slack Connect, Slack communities, and Microsoft Teams channels with ticket creation, routing, and analytics built in.

Unified ticketing system - track issues with custom statuses, views, tags, priorities, internal notes, and SLA-aware queues across all channels.

AI Agents - automated agents that handle ticket pre-work and resolution, triage issues, ask clarifying questions, and resolve a large share of eligible requests.

AI Assistants for agents - inline AI tools that summarize conversations, suggest replies, surface relevant docs, and generate account insights on demand.

AI-powered knowledge base - create, organize, and auto-translate help articles, detect knowledge gaps, and turn resolved tickets into reusable documentation.

Account Intelligence - 360u00b0 account views combining support, success, and sales data with AI-generated health signals, highlights, and account plans.

Workflow automation & triggers - powerful no-code rules engine for routing, auto-responses, escalations, SLAs, notifications, and lifecycle workflows.

Advanced analytics & reporting - configurable dashboards for SLAs, first-response and resolution times, CSAT, deflection, agent performance, and account-level metrics.

Customer portal - secure portal for customers to submit, view, and track tickets, access knowledge base content, and collaborate with your team.

Modern chat widget - embeddable web chat with embedded knowledge base search, ticket forms, support hours logic, and Slack-synced conversations.

Broadcasts & customer marketing - send product updates, incident communications, and announcements across Slack, email, and other channels with engagement tracking.

Projects, tasks & runbooks - structure complex investigations or escalations into playbooks and tasks that AI agents and humans can follow consistently.

Granular roles & permissions - role-based access control (RBAC), teams/subteams, viewer-only seats, and secure data warehouse exports for enterprise governance.

Developer-friendly platform - public APIs, webhooks, custom apps, and data warehouse integrations to extend Pylon and embed it into existing workflows.

Pros & Cons

👍 Pros

  • Deep native Slack and Microsoft Teams integrations that make it easy to support customers where they already work.
  • Modern, intuitive UI that is easy for support and success teams to adopt with minimal training.
  • Highly responsive and hands-on vendor support team that incorporates customer feedback quickly.
  • Powerful automation and AI features for triage, suggested replies, ticket pre-work, and knowledge creation.
  • Fast implementation and smooth migrations from legacy tools like Zendesk and Intercom, even with large ticket histories.

👎 Cons

  • Some customers report wanting more third-party integrations and deeper integrations with certain tools.
  • Microsoft Teams and a few other integrations can require additional configuration and feel less polished than Slack.
  • Customization options for advanced workflows, analytics, and the customer portal are still evolving compared to long-standing incumbents.

User Reviews

G2
4.9
★★★★★
Capterra
0.0
☆☆☆☆☆
TrustRadius
8.0
★★★★★

Integrations

Slack Slack Connect Slack Community Microsoft Teams Discord Salesforce HubSpot Attio Pipedrive Jira Linear Asana GitHub Issues PagerDuty Opsgenie Snowflake BigQuery Incident.io Make Custom API & Webhooks

Best For

Company Size

smb mid-market enterprise

Industries

SaaS Technology Developer Tools Fintech AI & Machine Learning

Use Cases

Omnichannel B2B customer support across Slack, Teams, email, chat, and forms Running support directly from shared Slack or Microsoft Teams channels AI-powered ticket triage, deflection, and response drafting to reduce volume and handle off-hours coverage Managing complex enterprise accounts with shared views across support, success, and sales Migrating from Zendesk, Intercom, or Salesforce Service Cloud to a B2B-first platform Centralizing knowledge management and documentation with AI-generated articles

FAQ

What is Pylon?

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Pylon is an AI-native B2B customer support platform that unifies ticketing, Slack and Microsoft Teams support, email, chat widgets, knowledge bases, AI agents, and account intelligence in one workspace. It is designed for B2B companies that collaborate with customers in shared channels and need a modern alternative to legacy help desks.

How much does Pylon cost?

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Pylon uses a per-seat subscription model. Starter plans begin around $59 per seat per month with annual billing (or about $70 on monthly billing), Professional plans start around $89 per seat per month (about $118 monthly), and Enterprise plans start around $139 per seat per month, with 3-seat minimums on Starter and Professional and a 7-seat minimum on Enterprise. Exact pricing can vary based on usage, AI add-ons, and contract terms.

What are the main features of Pylon?

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Key Pylon features include omnichannel support across Slack, Microsoft Teams, email, chat, forms and Discord; a unified ticketing system with SLAs and automation; AI Agents and Assistants for triage, suggested replies and ticket pre-work; an AI-powered knowledge base; account intelligence and health signals; advanced analytics and reporting; a self-service customer portal; broadcasts for announcements; and integrations with tools like Salesforce, HubSpot, Jira, Linear, PagerDuty, Snowflake and BigQuery.

Who are Pylon's main competitors?

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Pylon is most often compared with established support platforms like Zendesk, Intercom, Freshdesk, and Salesforce Service Cloud, as well as newer B2B-focused tools such as Thena, Plain, Hiver, and Featurebase in evaluations where Slack- and Teams-based workflows are critical.

Is Pylon good for small businesses?

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Pylon works well for fast-growing B2B startups and smaller teams that rely heavily on Slack or Microsoft Teams to talk with customers. Its Starter and Professional plans, quick setup, and modern UI make it accessible for SMBs, though very small or price-sensitive teams that only need a basic shared inbox may find simpler tools more cost-effective.

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