> ## Documentation Index
> Fetch the complete documentation index at: https://help.statisfy.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Pylon Integration

> Connect Pylon with Statisfy to sync support issues and their conversations into your customer timeline.

### Connect Pylon with Statisfy

The Pylon integration pulls support issues and their message threads from your Pylon workspace into Statisfy. Each issue becomes a support activity linked to the matching customer account, so support context appears alongside the rest of the customer timeline.

**Prerequisites:**

* **Admin access** to both **Pylon** and **Statisfy**
* A Pylon **API token** with read access to issues, messages, accounts, contacts, and users
* A connected CRM (Salesforce or HubSpot). Pylon starts syncing once your CRM has finished its first sync

### What Gets Synced

| Data Type | Description |
| - | - |
| **Issues** | Each Pylon issue is synced as a support ticket with its title, state, priority, and ticket number |
| **Messages** | The issue's conversation — the original request and every reply — with each message's author and timestamp |
| **Account** | The Pylon account the issue belongs to, used to link the issue to a Statisfy account |
| **Requester & Assignee** | The contact who raised the issue and the team member it's assigned to, added as participants |

If an issue has no title, it's shown as **Ticket #\<number>** using its Pylon ticket number.

### Generate a Pylon API Token

1. Sign in to Pylon as an admin.

2. Create an API token. See the [Pylon API documentation](https://docs.usepylon.com) for current instructions.

3. Copy the token — you'll provide it to Statisfy in the next step.

<Warning>
  Keep the token secure. Anyone with the token can read support data from your Pylon workspace.
</Warning>

### Steps to Connect with Statisfy

1. **Log in to Statisfy.**

2. In Statisfy, open the **Integrations** page and select the **Admin Apps** tab. Find the **Pylon** card, click **Connect**, paste your Pylon API token into the **API Key** field, and click **Connect**.

3. Once connected, Statisfy imports your issues from the last **30 days**.

4. After that, Statisfy checks Pylon for new issues every **4 hours**.

5. Find synced issues on the **Support** page, and under each Account → **AI Timeline** → Timeline Activity → **Source: Pylon**.

### How Issues Are Matched to Accounts

Statisfy links each issue to an account using domains:

1. The domains on the issue's **Pylon account**
2. If the Pylon account has no domains, the domain of the **requester's email address** (internal domains are ignored)

These are matched against each Statisfy account's domain and alias domains. If no account matches, Statisfy tries to resolve the account from the requester's email address. Issues that still can't be matched are stored without an account.

### Troubleshooting

<Accordion title="Authentication failed">
  * Verify the API token has not been revoked in Pylon.
  * If the token was revoked or replaced, reopen the **Pylon** card and click **Update** to enter a new one.
</Accordion>

<Accordion title="Issues not appearing in Statisfy">
  * Make sure your CRM (Salesforce or HubSpot) has finished its first sync. Pylon doesn't sync until it has.
  * Issues are skipped if they have no Pylon account or no requester. Assign the issue to an account in Pylon and it will be picked up on a later sync that includes it.
</Accordion>

<Accordion title="Issues appear on the Support page but not on an account">
  * The issue was synced but couldn't be linked to an account, so it's stored without one. Check that the issue's account in Pylon has a domain that matches a Statisfy account's domain or alias domains.
  * If the Pylon account has no domains, the requester's email domain is used instead — confirm it matches the Statisfy account.
</Accordion>

### Need Help?

If you face any challenges with the Pylon integration, please contact [support@statisfy.com](mailto:support@statisfy.com). Our team will assist you.