--- title: Pylon API Integration on Truto slug: pylon category: Helpdesk canonical: "https://truto.one/integrations/detail/pylon/" --- # Pylon API Integration on Truto **Category:** Helpdesk **Status:** Beta ## Unified APIs ### Unified User Directory API - **Groups** — Groups are a collection of users in the source application. In some applications, they might also be called Teams. - **Me** — - **Roles** — The Role object represents a role of a User. - **Users** — The User object represents a User. ## MCP-ready AI tools Truto exposes 55 tools for Pylon that AI agents can call directly. - **list_all_pylon_me** — Get details of the current user - **list_all_pylon_users** — List users in Pylon. Returns user fields: avatar_url, email, emails, id, name, role_id, and status in the response. - **get_single_pylon_user_by_id** — Get a user by its id in Pylon. Returns user fields: avatar_url, email, emails, id, name, role_id, and status in the response. - **update_a_pylon_user_by_id** — Update a user in Pylon. Requires id. Returns avatar_url, email, emails, id, name, role_id, and status for the updated user in the response. - **list_all_pylon_user_roles** — List all user roles in Pylon. Returns id, name, and slug fields for each user role in the response. - **list_all_pylon_teams** — List teams in Pylon. Returns id, name, and users (including email and id) for each team. - **get_single_pylon_team_by_id** — Get a team by its id in Pylon. Returns id, name, and users (including email and id) for each team. - **create_a_pylon_team** — Create a new team in Pylon. Returns id, name, and users fields in the response for the created team. - **update_a_pylon_team_by_id** — Update an existing team in Pylon using id. Returns id, name, and users array (each with email and id) in the response. - **create_a_pylon_attachment** — Create an attachment in Pylon. Returns id, name, description, and url of the created attachment in the response. - **list_all_pylon_accounts** — List accounts in Pylon. Requires limit. Returns account fields including id, name, type, created_at, domains, owner, tags, custom_fields, channels, external_ids, primary_domain, and latest_customer_activity_time in the response. - **get_single_pylon_account_by_id** — Get an account in Pylon by id. Returns id, name, type, created_at, domains, primary_domain, owner, channels, external_ids, tags, custom_fields, crm_settings, and latest_customer_activity_time. - **create_a_pylon_account** — Create an account in Pylon with the required name. Returns fields including channels, created_at, crm_settings, custom_fields, domains, external_ids, id, latest_customer_activity_time, name, owner, primary_domain, tags, and type. - **update_a_pylon_account_by_id** — Update an existing account in Pylon using id. Returns channels linked to the account, created_at timestamp, crm_settings details, custom_fields, domain, domains, external_ids, account id, latest_customer_activity_time, name, owner info, primary_domain, tags, and type. - **delete_a_pylon_account_by_id** — Delete an existing account in Pylon. Requires id. Returns request_id indicating the deletion request. - **create_a_pylon_account_activity** — Create a new activity for an account in Pylon. Requires id and slug. Returns success status and request_id in the response. - **create_a_pylon_account_highlight** — Create a new account highlight in Pylon. Requires account_id and content_html. Returns account_id, content_html, created_at, expires_at, id, and updated_at in the response. - **update_a_pylon_account_highlight_by_id** — Update an account highlight in Pylon. Requires account_id and id. Returns account_id, content_html, created_at, expires_at, id, and updated_at fields in the response. - **delete_a_pylon_account_highlight_by_id** — Delete an account highlight in Pylon. Requires account_id and id. The response includes success indicating if the operation was successful. - **list_all_pylon_contacts** — List all contacts in Pylon. Returns account.id, avatar_url, custom_fields, email, emails, id, name, and portal_role for each contact. - **get_single_pylon_contact_by_id** — Get a contact in Pylon by id. Returns fields including id, name, email, avatar_url, portal_role, account (with id), emails, and custom_fields. Requires id and limit. - **create_a_pylon_contact** — Create a new contact in Pylon. Requires email and name. Returns id, name, email, avatar_url, portal_role, account.id, custom_fields, and emails in the response. - **update_a_pylon_contact_by_id** — Update an existing contact in Pylon by id. Returns id, name, email, avatar_url, portal_role, custom_fields, emails, account.id. Requires id. - **list_all_pylon_custom_fields** — List custom-fields in Pylon using object_type. Returns fields such as id, label, object_type, type, slug, source, description, default_value, default_values, is_read_only, created_at, updated_at, select_metadata. Requires object_type. - **get_single_pylon_custom_field_by_id** — Get a custom field in Pylon by id. Returns created_at, default_value, default_values, description, id, is_read_only, label, object_type, select_metadata, slug, source, type, and updated_at in the response. - **create_a_pylon_custom_field** — Create a custom field in Pylon. Requires label, object_type, and type. Returns fields such as id, label, type, object_type, slug, default_value, default_values, description, select_metadata, source, created_at, updated_at, and is_read_only. - **update_a_pylon_custom_field_by_id** — Update a custom field in Pylon using id. Returns created_at, default_value, default_values, description, id, is_read_only, label, object_type, select_metadata, slug, source, type, and updated_at in the response. - **list_all_pylon_issues** — List issues in Pylon using start_time and end_time. Returns fields such as id, title, state, assignee, requester, created_at, resolution_time, csat_responses, tags, and more in the response. - **get_single_pylon_issue_by_id** — Get a specific issue in Pylon. Requires id. Returns fields including id, title, state, assignee, requester, created_at, body_html, tags, link, number, team, and timestamps in the response. - **create_a_pylon_issue** — Create a new issue in Pylon. Requires body_html and title. Returns fields such as id, title, body_html, requester, assignee, team, state, tags, created_at, latest_message_time, number, resolution_time, and type in the response. - **update_a_pylon_issue_by_id** — Update an existing issue in Pylon by id. Returns fields including id, assignee, body_html, created_at, custom_fields, customer_portal_visible, requester, state, tags, team, number, title, and key metrics in the response. - **delete_a_pylon_issue_by_id** — Delete an existing issue in Pylon. Requires id. The response returns request_id as confirmation of the operation. - **pylon_issues_snooze** — Snooze an issue in Pylon. Requires id and snooze_until. Returns fields such as account, assignee, body_html, created_at, state, snoozed_until_time, requester, resolution_time, tags, and type in the response. - **pylon_issues_link_or_unlink** — Link or unlink external issues to or from an issue in Pylon. Requires id, external_issue_id, and source. Returns fields such as id, assignee info, external_issues, state, and key timing and status fields in the response. - **list_all_pylon_knowledge_bases** — List all knowledge bases in Pylon. Returns id, default_language, slug, supported_languages, and title for each knowledge base in the response. - **get_single_pylon_knowledge_base_by_id** — Get a knowledge base in Pylon by id. Returns id, default_language, slug, supported_languages, and title in the response. - **pylon_messages_redact** — Redact a specific message in Pylon. Requires id and message_id. Returns author, email_info, file_urls, id, is_private, message_html, source, thread_id, and timestamp for the redacted message. - **list_all_pylon_tags** — List all tags in Pylon. Returns hex_color, id, object_type, and value for each tag. - **get_single_pylon_tag_by_id** — Get a tag in Pylon by id. Returns id, value, hex_color, and object_type fields in the response. - **create_a_pylon_tag** — Create a new tag in Pylon. Requires object_type and value. Returns hex_color, id, object_type, and value fields in the response. - **update_a_pylon_tag_by_id** — Update an existing tag in Pylon by id. Returns hex_color, id, object_type, and value for the updated tag. - **delete_a_pylon_tag_by_id** — Delete a tag in Pylon. Requires id. Returns request_id field indicating the request identifier in the response. - **list_all_pylon_ticket_forms** — List ticket-forms in Pylon. Returns id, name, slug, url, is_public, description_html, and fields (with name, slug, type, description_html) for each ticket-form. - **list_all_pylon_users_search** — Search users in Pylon with a required filter parameter. Returns id, email, emails, name, avatar_url, role_id, and status fields for matched users. - **list_all_pylon_knowledge_base_collections** — List all collections in a specific knowledge base in Pylon. Requires id. Returned fields include created_at, description, id, parent_collection_id, slug, and title for each collection. - **create_a_pylon_knowledge_base_collection** — Create a new knowledge-base-collections resource in Pylon using id and title. Returns id, title, description, slug, parent_collection_id, and created_at fields in the response. - **create_a_pylon_knowledge_base_article** — Create a new knowledge-base-article in Pylon using id, author_user_id, body_html, and title. Returns current_published_content_html, id, identifier, is_published, last_published_at, slug, title, and visibility_config fields in the response. - **update_a_pylon_knowledge_base_article_by_id** — Update an existing knowledge-base-articles resource in Pylon using id and article_id. Returns current_published_content_html, id, identifier, is_published, last_published_at, slug, title, and visibility_config in the response. - **create_a_pylon_knowledge_base_route_redirect** — Create a route redirect in Pylon knowledge base. Requires id, from_path, object_id, and object_type. Returns created_at, from_path, id, language, object_id, and object_type fields in the response. - **list_all_pylon_issues_search** — Search issues in Pylon using a required filter; returns issues with fields including id, state, created_at, title, requester, assignee, custom_fields, tags, and link in the response. Requires filter. - **list_all_pylon_issue_followers** — Get followers of an issue in Pylon. Requires id. Returns an array of follower objects with id and type fields for each follower. - **create_a_pylon_issue_follower** — Add or remove followers for an issue in Pylon. Requires id. Returns data with id and type of each follower and the request_id of the operation in the response. - **list_all_pylon_contacts_search** — Search contacts in Pylon by filter. Requires filter. Returns account.id, avatar_url, custom_fields, email, emails, id, name, and portal_role in the response. - **list_all_pylon_activity_types** — List custom activity types in Pylon. Returns icon_url, id, label, and slug fields for each activity type. - **list_all_pylon_account_search** — Search accounts in Pylon using a required filter. Returns data including id, name, domains, tags, type, created_at, owner, channels, crm_settings, external_ids, custom_fields, latest_customer_activity_time, and primary_domain for each account. ## How it works 1. **Link your customer's Pylon account.** Use Truto's frontend SDK; we handle every OAuth and API key flow so you don't need to create the OAuth app. 2. **Authentication is automatic.** Truto refreshes tokens, stores credentials securely, and injects them into every API request. 3. **Call Truto's API to reach Pylon.** The Proxy API is a 1-to-1 mapping of the Pylon API. 4. **Get a unified response format.** Every response uses a single shape, with cursor-based pagination and data in the `result` field. ## Use cases - **Sync support issues into your customer health platform** — If you build a customer success or health scoring product, pulling Pylon issues, CSAT data, and resolution times lets your users correlate support activity with churn risk — without asking them to export CSVs or build custom scripts. - **Link engineering tickets to customer conversations** — If your product is a project management or issue tracking tool, letting users bind their dev tickets to Pylon issues via the link/unlink endpoint creates a bidirectional audit trail between bug fixes and the customers waiting on them. - **Push product context into the support agent's view** — If your platform tracks product usage or onboarding milestones, injecting account activities and highlights into Pylon arms CSMs with real-time context before they respond in a shared Slack channel — no tab-switching required. - **Feed knowledge base content into AI-powered answer engines** — If you build an AI chatbot or search product, syncing Pylon knowledge base collections and articles gives your users a continuously updated source of truth their bot can cite, with graceful escalation to human agents via issue creation. - **Centralize user and team data across helpdesk tools** — If your product manages team directories or role-based access across multiple SaaS tools, Truto's Unified User Directory API lets you read Pylon users, roles, and teams through a standardized schema alongside other helpdesk providers. ## What you can build - **Two-way issue lifecycle sync** — Create, update, snooze, and resolve Pylon issues from your product, and pull issue state changes back to keep both systems in lockstep. - **Account intelligence injection** — Push account activities and highlights — like usage drops, renewal dates, or onboarding progress — directly into a customer's Pylon account profile so CSMs see them inline. - **Engineering escalation linking** — Use the issues link/unlink endpoint to bind your platform's work items to Pylon issues, giving support agents live visibility into engineering progress without leaving Pylon. - **Knowledge base content sync** — Create and update knowledge base collections, articles, and route redirects from your CMS or documentation tool so help content stays consistent across platforms. - **Unified team and user directory** — Read and update Pylon users, teams, and roles through Truto's Unified User Directory API to keep your product's permissions and org chart aligned with Pylon. - **Custom field mapping for CRM alignment** — List, create, and update Pylon custom fields programmatically so your users' account and contact metadata stays synchronized with their source-of-truth CRM. ## FAQs ### What authentication method does Pylon use through Truto? Truto handles the OAuth or API key flow for Pylon on your behalf. Your end users connect their Pylon accounts through Truto's managed auth, so you never store or rotate credentials yourself. ### Can I create and manage Pylon accounts, contacts, and issues through Truto? Yes. The integration supports full CRUD on accounts, contacts, and issues — including create, read, update, and delete — plus specialized actions like snoozing issues and linking/unlinking external issue IDs. ### Does the integration support custom fields? Yes. You can list, create, update, and read individual custom fields via dedicated endpoints, making it straightforward to keep Pylon's custom data schema in sync with your product. ### What Unified APIs are available for Pylon? Pylon is mapped to Truto's Unified User Directory API, which provides standardized access to Users, Groups (Teams), Roles, and Me. This lets you read and manage Pylon's user data using the same schema you use for other integrated tools. ### Can I search for issues, contacts, and accounts rather than listing everything? Yes. Pylon exposes dedicated search endpoints for issues, contacts, accounts, and users, so you can query by specific criteria instead of paginating through full lists. ### How does Truto handle pagination and rate limits for Pylon? Truto manages pagination automatically across all list and search endpoints. Rate limit handling — including retries and backoff — is built into the proxy layer, so your application doesn't need to implement Pylon-specific throttling logic. ## Related reading - [Connect Pylon to Claude: Manage Support Teams & User Workflows](https://truto.one/blog/connect-pylon-to-claude-manage-support-teams-user-workflows/) — Learn how to connect Pylon to Claude using a managed MCP server. Automate B2B support workflows, manage users, and sync account intelligence without writing custom integration code. - [Connect Pylon to ChatGPT: Automate B2B Support Sync](https://truto.one/blog/connect-pylon-to-chatgpt-automate-support-issues-account-sync/) — Learn how to connect Pylon to ChatGPT using Truto's managed MCP server. Automate B2B support triage, user management, and account sync without custom code. - [Connect Pylon to AI Agents: Automate Support Workflows & Data Sync](https://truto.one/blog/connect-pylon-to-ai-agents-streamline-helpdesk-ops-data-sync/) — Learn how to connect Pylon to AI agents using Truto's /tools API and LangChain. Automate B2B support workflows without building custom API connectors.