Pylon

​

Overview

Pylon is a B2B customer support platform that helps teams manage support tickets across multiple channels including Slack, Email, Microsoft Teams, and more. Through Langdock’s integration, you can access and manage Pylon directly from your conversations.

​

Available Actions

​

Get Issue

pylon.getIssue

Retrieve details of a specific issue by ID or ticket number Requires Confirmation: No Parameters:

• issueIdOrTicketNumber (TEXT, Required): The unique identifier or ticket number of the issue

Output: Returns the issue details with cleaned HTML content

---

​

Search Issues

pylon.searchIssues

Search for issues with advanced filtering capabilities Requires Confirmation: No Parameters:

• filterField (SELECT, Optional): The field to filter by (created_at, account_id, ticket_form_id, requester_id, follower_user_id, follower_contact_id, state, tags, title, body_html, or custom field slug)
  • filterOperator (SELECT, Optional): The operator to use for filtering (equals, in, not_in, contains, does_not_contain, string_contains, string_does_not_contain, time_is_after, time_is_before, time_range)
  • filterValue (TEXT, Optional): The value to filter by (for single value operators like equals, string_contains, time_is_after, time_is_before)
  • filterValues (TEXT, Optional): JSON array of values for operators: in, not_in, contains, does_not_contain
  • startTime (TEXT, Optional): Start time for time_range operator (RFC3339 format)
  • endTime (TEXT, Optional): End time for time_range operator (RFC3339 format)
  • cursor (TEXT, Optional): Cursor for pagination
  • limit (NUMBER, Optional): Number of issues to fetch (1-1000, default 100)

Output: Returns a list of issues matching the search criteria

---

​

Create Issue

pylon.createIssue

Create a new issue Requires Confirmation: Yes Parameters:

• title (TEXT, Required): The title of the issue
  • bodyHtml (MULTI_LINE_TEXT, Optional): The HTML content of the issue. Use HTML tags (e.g., <p>, <strong>, <ul>). Markdown syntax will NOT be rendered
  • accountId (TEXT, Optional): The ID of the account associated with this issue
  • assigneeId (TEXT, Optional): The ID of the user to assign this issue to
  • teamId (TEXT, Optional): The ID of the team to assign this issue to
  • priority (SELECT, Optional): The priority of the issue (low, medium, high, urgent)
  • requesterEmail (TEXT, Optional): Email of the person requesting this issue
  • requesterId (TEXT, Optional): ID of the requester
  • requesterName (TEXT, Optional): Name of the requester
  • requesterAvatarUrl (TEXT, Optional): URL to the requester’s avatar image
  • tags (TEXT, Optional): Tags for the issue (JSON array)
  • customFields (TEXT, Optional): Custom fields (JSON array)
  • attachmentUrls (TEXT, Optional): URLs to attachments (JSON array)
  • destination (TEXT, Optional): Destination for the issue (e.g., email, slack)
  • destinationEmail (TEXT, Optional): Email address for the destination
  • emailCcs (TEXT, Optional): CC email addresses (JSON array)
  • emailBccs (TEXT, Optional): BCC email addresses (JSON array)
  • createdAt (TEXT, Optional): Timestamp when issue was created (RFC3339 format)
  • userId (TEXT, Optional): ID of the user creating the issue
  • contactId (TEXT, Optional): ID of the contact associated with the issue

Output: Returns the created issue details

---

​

List Issues

pylon.listIssues

Get a list of issues Requires Confirmation: No Parameters:

• startTime (TEXT, Optional): Start time for filtering issues (RFC3339 format)
  • endTime (TEXT, Optional): End time for filtering issues (RFC3339 format)

Output: Returns a list of issues

---

​

Delete Issue

pylon.deleteIssue

Delete an existing issue Requires Confirmation: Yes Parameters:

• issueId (TEXT, Required): The ID of the issue to delete

Output: Confirmation of deletion

---

​

Update Issue

pylon.updateIssue

Update an existing issue Requires Confirmation: Yes Parameters:

• issueId (TEXT, Required): The ID of the issue to update
  • assigneeId (TEXT, Optional): The ID of the user to assign (empty string removes assignee)
  • teamId (TEXT, Optional): The ID of the team to assign (empty string removes team)
  • state (SELECT, Optional): The state of the issue (new, in_progress, waiting, closed)
  • requesterId (TEXT, Optional): ID of the requester to update
  • customerPortalVisible (SELECT, Optional): Whether the issue is visible in the customer portal (true, false)
  • tags (TEXT, Optional): Updated tags for the issue (JSON array)
  • customFields (TEXT, Optional): Updated custom fields (JSON array)

Output: Returns the updated issue details

---

​

Add Draft Reply to Issue

pylon.addDraftReplytoIssue

Add a draft reply to an existing issue Requires Confirmation: Yes Parameters:

• issueId (TEXT, Required): The unique identifier of the issue
  • draftResponse (MULTI_LINE_TEXT, Required): The draft reply content to add to the issue

Output: Confirmation of draft reply addition

---

​

Add Note to Issue

pylon.addNotetoIssue

Add an internal note to an issue. IMPORTANT: Use HTML formatting, NOT Markdown. Markdown will be stripped and appear as plain text Requires Confirmation: Yes Parameters:

• issueId (TEXT, Required): The unique identifier of the issue
  • content (MULTI_LINE_TEXT, Required): The HTML content of the note. Use HTML tags like <p>, <strong>, <ul><li>, <h3>. DO NOT use Markdown syntax like bold or - lists as it will be stripped

Output: Confirmation of note addition

---

​

Snooze Issue

pylon.snoozeIssue

Snooze an issue until a specific time Requires Confirmation: Yes Parameters:

• issueId (TEXT, Required): The ID or number of the issue to snooze
  • snoozeUntil (TEXT, Required): Timestamp to snooze the issue until (RFC3339 format)

Output: Confirmation of snooze action

---

​

Get Issue Followers

pylon.getIssueFollowers

Get a list of followers for an issue Requires Confirmation: No Parameters:

• issueId (TEXT, Required): The ID or number of the issue

Output: Returns a list of followers

---

​

Get Issue Messages

pylon.getIssueMessages

Retrieve all messages for a specific issue Requires Confirmation: No Parameters:

• issueId (TEXT, Required): The unique identifier of the issue

Output: Returns all messages for the issue

---

​

Manage Issue Followers

pylon.manageIssueFollowers

Add or remove followers from an issue Requires Confirmation: Yes Parameters:

• issueId (TEXT, Required): The ID or number of the issue
  • operation (SELECT, Optional): Whether to add or remove followers (add, remove)
  • userIds (TEXT, Optional): User IDs to add/remove as followers (JSON array)
  • contactIds (TEXT, Optional): Contact IDs to add/remove as followers (JSON array)

Output: Confirmation of follower management

---

​

Manage External Issues

pylon.manageExternalIssues

Link or unlink external issues Requires Confirmation: Yes Parameters:

• issueId (TEXT, Required): The ID of the Pylon issue
  • operation (SELECT, Required): Whether to link or unlink external issues (link, unlink)
  • source (TEXT, Required): The source system (e.g., linear, jira)
  • externalId (TEXT, Required): The ID of the external issue
  • link (TEXT, Optional): URL link to the external issue

Output: Confirmation of external issue management

---

​

Redact Message

pylon.redactMessage

Redact a message in an issue Requires Confirmation: Yes Parameters:

• messageId (TEXT, Required): The ID of the message to redact

Output: Confirmation of message redaction

---

​

List Accounts

pylon.listAccounts

Get a paginated list of accounts Requires Confirmation: No Parameters:

• cursor (TEXT, Optional): The cursor to use for pagination
  • limit (NUMBER, Optional): Number of accounts to fetch (1-1000, default: 100)

Output: Returns a list of accounts

---

​

Create Account

pylon.createAccount

Create a new account Requires Confirmation: Yes Parameters:

• name (TEXT, Required): The name of the account
  • domains (TEXT, Optional): List of domains (comma-separated, e.g., acme.com, acme.org)
  • primaryDomain (TEXT, Optional): Primary domain (must be in domains list)
  • logoUrl (TEXT, Optional): URL to account logo (square PNG, JPG, or JPEG)
  • tags (TEXT, Optional): Tags for the account (JSON array, e.g., [‘enterprise’, ‘priority’])
  • externalIds (TEXT, Optional): External IDs (JSON array of objects, e.g., [external_id’: ‘123’, ‘label’: ‘CRM ID])
  • customFields (TEXT, Optional): Custom fields (JSON array, e.g., [slug’: ‘industry’, ‘value’: ‘Technology])
  • channels (TEXT, Optional): Channels to link (JSON array, e.g., [channel_id’: ‘ch123’, ‘source’: ‘slack’, ‘is_primary’: true}])

Output: Returns the created account details

---

​

Get Account

pylon.getAccount

Get an account by its ID or external ID Requires Confirmation: No Parameters:

• accountId (TEXT, Required): The ID or external ID of the account

Output: Returns the account details

---

​

Update Account

pylon.updateAccount

Update an existing account Requires Confirmation: Yes Parameters:

• accountId (TEXT, Required): The ID or external ID of the account to update
  • name (TEXT, Optional): New name for the account
  • domains (TEXT, Optional): Updated list of domains (comma-separated)
  • primaryDomain (TEXT, Optional): Primary domain (must be in domains list)
  • ownerId (TEXT, Optional): ID of the new owner
  • tags (TEXT, Optional): Updated tags (JSON array)
  • externalIds (TEXT, Optional): Updated external IDs (JSON array)
  • customFields (TEXT, Optional): Updated custom fields (JSON array)
  • channels (TEXT, Optional): Updated channels (JSON array)
  • keepExistingPrimaryDomain (SELECT, Optional): If updating domains but not primary, set to true (true, false)

Output: Returns the updated account details

---

​

Delete Account

pylon.deleteAccount

Delete an existing account Requires Confirmation: Yes Parameters:

• accountId (TEXT, Required): The ID or external ID of the account to delete

Output: Confirmation of deletion

---

​

Search Accounts

pylon.searchAccounts

Search for accounts using field-specific operators. IMPORTANT: Each field has specific allowed operators - domains/tags: contains, does_not_contain, in, not_in | name/external_ids: equals, in, not_in. Use filterValue for single values (equals, contains, does_not_contain), filterValues for arrays (in, not_in) Requires Confirmation: No Parameters:

• filterField (SELECT, Optional): Field to filter by. Each field supports different operators - check operator compatibility (domains, tags, name, external_ids)
  • filterOperator (SELECT, Optional): Operator for filtering. MUST be compatible with selected field (see field descriptions) (equals, in, not_in, contains, does_not_contain)
  • filterValue (TEXT, Optional): Use for SINGLE value operators: equals, contains, does_not_contain. Leave empty when using filterValues
  • filterValues (TEXT, Optional): Use ONLY for ARRAY operators: in, not_in. Must be JSON array format. Leave empty when using filterValue
  • cursor (TEXT, Optional): The cursor for pagination
  • limit (NUMBER, Optional): Number of results (1-1000)

Output: Returns a list of accounts matching the search criteria

---

​

Create Account Activity

pylon.createAccountActivity

Create a new activity for an account Requires Confirmation: Yes Parameters:

• accountId (TEXT, Required): The ID of the account to create the activity for
  • slug (TEXT, Required): The slug of the activity type. Get valid slugs from ‘Get Activity Types’ action
  • bodyHtml (MULTI_LINE_TEXT, Optional): Optional HTML content to display in the activity
  • contactId (TEXT, Optional): Optional contact ID of the actor
  • userId (TEXT, Optional): Optional user ID of the actor
  • happenedAt (TEXT, Optional): Timestamp (RFC3339) when activity happened (defaults to now)
  • link (TEXT, Optional): Optional link to add to the activity
  • linkText (TEXT, Optional): Link text to display (defaults to ‘Open link’)

Output: Returns the created activity details

---

​

Get Activity Types

pylon.getActivityTypes

Get custom activity types configured in your Pylon instance Requires Confirmation: No Parameters: None Output: Returns a list of activity types

---

​

Create Account Highlight

pylon.createAccountHighlight

Create a new highlight for an account Requires Confirmation: Yes Parameters:

• accountId (TEXT, Required): The ID of the account to create the highlight for
  • contentHtml (MULTI_LINE_TEXT, Required): The HTML content for this highlight
  • expiresAt (TEXT, Optional): Optional RFC3339 timestamp when highlight expires

Output: Returns the created highlight details

---

​

Update Account Highlight

pylon.updateAccountHighlight

Update an existing account highlight Requires Confirmation: Yes Parameters:

• accountId (TEXT, Required): The ID of the account that the highlight belongs to
  • highlightId (TEXT, Required): The ID of the highlight to update
  • contentHtml (MULTI_LINE_TEXT, Optional): The updated HTML content for this highlight
  • expiresAt (TEXT, Optional): Updated expiration timestamp (RFC3339)

Output: Returns the updated highlight details

---

​

Delete Account Highlight

pylon.deleteAccountHighlight

Delete an existing account highlight Requires Confirmation: Yes Parameters:

• accountId (TEXT, Required): The ID of the account that the highlight belongs to
  • highlightId (TEXT, Required): The ID of the highlight to delete

Output: Confirmation of deletion

---

​

List Custom Fields

pylon.listCustomFields

Get all custom fields configured in Pylon. REQUIRED: objectType must be one of: account, issue, or contact Requires Confirmation: No Parameters:

• objectType (SELECT, Required): Select the object type (account, issue, or contact)

Output: Returns a list of custom fields

---

​

Get Custom Field

pylon.getCustomField

Get a custom field by its ID Requires Confirmation: No Parameters:

• customFieldId (TEXT, Required): The ID of the custom field

Output: Returns the specific custom field details

---

​

Create Custom Field

pylon.createCustomField

Create a new custom field Requires Confirmation: Yes Parameters:

• slug (TEXT, Required): Unique identifier for the custom field
  • label (TEXT, Required): Display label for the custom field
  • type (SELECT, Required): The type of the custom field (text, number, decimal, boolean, date, datetime, user, url, select, multiselect)
  • objectType (SELECT, Required): The object type this field applies to (account, issue, contact)
  • description (TEXT, Optional): Description of the custom field
  • defaultValue (TEXT, Optional): Default value for single-valued fields
  • defaultValues (TEXT, Optional): Default values for multi-valued fields (JSON array)
  • selectOptions (TEXT, Optional): Options for select/multiselect fields (JSON array)

Output: Returns the created custom field details

---

​

Update Custom Field

pylon.updateCustomField

Update an existing custom field Requires Confirmation: Yes Parameters:

• customFieldId (TEXT, Required): The ID of the custom field to update
  • slug (TEXT, Optional): Updated slug for the custom field
  • label (TEXT, Optional): Updated label for the custom field
  • description (TEXT, Optional): Updated description
  • defaultValue (TEXT, Optional): Updated default value for single-valued fields
  • defaultValues (TEXT, Optional): Updated default values for multi-valued fields (JSON array)
  • selectOptions (TEXT, Optional): Updated options for select/multiselect fields (JSON array)

Output: Returns the updated custom field details

---

​

List Users

pylon.listUsers

Get a list of all users Requires Confirmation: No Parameters:

• cursor (TEXT, Optional): Pagination cursor from previous request
  • limit (NUMBER, Optional): Number of users to fetch (max 1000)

Output: Returns a list of users

---

​

Get User

pylon.getUser

Get a user by ID Requires Confirmation: No Parameters:

• userId (TEXT, Required): The ID of the user to fetch

Output: Returns the user details

---

​

Update User

pylon.updateUser

Update a user’s role or status Requires Confirmation: Yes Parameters:

• userId (TEXT, Required): The ID of the user to update
  • roleId (TEXT, Optional): The new role ID for the user
  • status (SELECT, Optional): User status (active, away, or out_of_office)

Output: Returns the updated user details

---

​

Search Users

pylon.searchUsers

Search for users by email Requires Confirmation: No Parameters:

• filterField (SELECT, Optional): Field to filter by (currently only ‘email’ is supported)
  • filterOperator (SELECT, Optional): Operator for the filter (equals, in, not_in)
  • filterValue (TEXT, Optional): Value for equals operator
  • filterValues (TEXT, Optional): JSON array of values for in/not_in operators
  • cursor (TEXT, Optional): Pagination cursor from previous request
  • limit (NUMBER, Optional): Number of users to fetch (max 1000)

Output: Returns a list of users matching the search criteria

---

​

List Knowledge Bases

pylon.listKnowledgeBases

Get a list of all knowledge bases Requires Confirmation: No Parameters: None Output: Returns a list of knowledge bases

---

​

Get Knowledge Base

pylon.getKnowledgeBase

Get details of a specific knowledge base Requires Confirmation: No Parameters:

• knowledgeBaseId (TEXT, Required): The ID of the knowledge base

Output: Returns the knowledge base details

---

​

Create KB Article

pylon.createKBArticle

Create a new knowledge base article. IMPORTANT: The contentHtml field is mapped to body_html in the API Requires Confirmation: Yes Parameters:

• knowledgeBaseId (TEXT, Required): The ID of the knowledge base. Get valid IDs from the ‘List Knowledge Bases’ action
  • title (TEXT, Required): The title of the article
  • contentHtml (MULTI_LINE_TEXT, Required): The HTML content of the article (maps to body_html in API). Use proper HTML tags. Markdown will NOT be rendered
  • collectionId (TEXT, Optional): The ID of the collection to add the article to
  • slug (TEXT, Optional): URL slug for the article
  • authorUserId (TEXT, Optional): The ID of the user to set as the article author. Get valid user IDs from the ‘List Users’ action
  • publishedAt (TEXT, Optional): Publication timestamp (RFC3339)
  • isPublished (SELECT, Optional): Whether the article should be published immediately (true, false)
  • isUnlisted (SELECT, Optional): Whether the article should be unlisted (accessible only via direct link) (true, false)

Output: Returns the created article details

---

​

Update KB Article

pylon.updateKBArticle

Update an existing knowledge base article. IMPORTANT: The contentHtml field is mapped to body_html in the API Requires Confirmation: Yes Parameters:

• articleId (TEXT, Required): The ID of the article to update
  • title (TEXT, Optional): Updated title of the article
  • contentHtml (MULTI_LINE_TEXT, Optional): Updated HTML content (maps to body_html in API). Use proper HTML tags. Markdown will NOT be rendered
  • slug (TEXT, Optional): Updated URL slug
  • publishedAt (TEXT, Optional): Updated publication timestamp (RFC3339)

Output: Returns the updated article details

---

​

List KB Collections

pylon.listKBCollections

Get a list of knowledge base collections Requires Confirmation: No Parameters:

• knowledgeBaseId (TEXT, Required): The ID of the knowledge base

Output: Returns a list of collections

---

​

Create KB Collection

pylon.createKBCollection

Create a new knowledge base collection Requires Confirmation: Yes Parameters:

• knowledgeBaseId (TEXT, Required): The ID of the knowledge base
  • title (TEXT, Required): The title of the collection
  • description (TEXT, Optional): Description of the collection
  • slug (TEXT, Optional): URL slug for the collection

Output: Returns the created collection details

---

​

Create KB Route Redirect

pylon.createKBRouteRedirect

Create a route redirect in the knowledge base Requires Confirmation: Yes Parameters:

• knowledgeBaseId (TEXT, Required): The ID of the knowledge base
  • fromPath (TEXT, Required): The path to redirect from
  • toPath (TEXT, Required): The path to redirect to

Output: Returns the created redirect details

---

​

List Teams

pylon.listTeams

Get a list of all teams Requires Confirmation: No Parameters: None Output: Returns a list of teams

---

​

Get Team

pylon.getTeam

Get details of a specific team Requires Confirmation: No Parameters:

• teamId (TEXT, Required): The ID of the team

Output: Returns the team details

---

​

Create Team

pylon.createTeam

Create a new team Requires Confirmation: Yes Parameters:

• name (TEXT, Required): The name of the team
  • description (TEXT, Optional): Description of the team
  • slackChannelId (TEXT, Optional): Associated Slack channel ID

Output: Returns the created team details

---

​

Update Team

pylon.updateTeam

Update an existing team Requires Confirmation: Yes Parameters:

• teamId (TEXT, Required): The ID of the team to update
  • name (TEXT, Optional): Updated name of the team
  • description (TEXT, Optional): Updated description
  • slackChannelId (TEXT, Optional): Updated Slack channel ID

Output: Returns the updated team details

---

​

Common Use Cases

​

Best Practices

​

Troubleshooting

Issue	Solution
Authentication failed	Verify your API Key credentials
Rate limit exceeded	Reduce request frequency
Data not found	Check permissions and data availability
Connection timeout	Verify network connectivity

​

Support

For additional help with the Pylon integration, contact support@langdock.com