The Pylon integration imports resolved issues from your Pylon workspace as "Support case" conversations in Four/Four, along with your Pylon accounts, contacts and users. It connects with an API token rather than a sign-in redirect, and is read-only.
What is imported
Item | Behaviour |
Issues | Imported with all their messages and tags. An issue becomes a conversation once it is resolved (Pylon has recorded a resolution time). Unresolved issues are synced but not analysed until resolved. |
Accounts, contacts, users | Imported as customer records. Refreshed about once a day. |
Issue frequency | Checked every 5 minutes. |
First sync | Issues go back 90 days. |
Connect Pylon
You need the ability to create an API token in Pylon. If API tokens are not visible in your Pylon settings, ask a Pylon admin.
In Pylon, open the API tokens page (the link in the Connecting Pylon window goes to app.usepylon.com/settings/api-tokens), create a token and copy it.
In Four/Four, go to Settings > Connections and find Pylon under Service management.
Click Connect.
In the Connecting Pylon window, paste the token into the API Token field and click Connect.
If Pylon rejects the token you see "Pylon rejected the provided API token, please check and try again." Check that you copied the whole token.
Troubleshooting
Authentication failed: Pylon no longer accepts the token, for example because it was deleted or replaced. Click Disconnect, create a new token in Pylon, then Connect and paste it. The same applies if you rotate the token.
Setup error: setup did not finish. Click Connect to try again.
An issue is missing: check that it is resolved in Pylon and that it had activity in the 90 days before you first connected.
Permissions
Connecting Pylon requires the Manage connections permission, which is normally held by admins.