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The Pylon integration connects your Pylon workspace to Decimal for ticket syncing and chat widget escalation.

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What It Does

  • Syncs issues from Pylon into Decimal as support tickets
  • Writes resolutions back as comments on the original Pylon issue
  • Enables escalation from chat widgets to create new Pylon issues

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Connecting Pylon

  1. Navigate to Integrations: Go to the Integrations page in the sidebar.
  2. Click Pylon: Click on the Pylon integration row to open the configuration modal.
  3. Provide your API key: Enter your Pylon API key.
  4. Connect: Click Connect to save the configuration.

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Chat Widget Escalation

Once connected, Pylon can be selected as an escalation target for Chat Widgets. When a customer escalates a conversation, a new Pylon issue is created with the full chat history.