Pylon MCP server

• Finds support issues by keyword, status, account, assignee or tag

  Searches your Pylon issues by words in titles and messages, and filters by state, account, assignee, tags or custom fields.

  Try: “Find open issues from Acme that mention SSO.”

  Read · search_issues

• Opens one issue, optionally with its full conversation

  Fetches a single issue by its ID or number, and can include the whole conversation.

  Try: “Show me issue 4821 with all its messages.”

  Read · get_issue

• Reads an issue's full message history in order

  Fetches every message on an issue in order, including who was on To and Cc for emails.

  Try: “Read me the full thread on issue 4821.”

  Read · get_issue_messages

• Creates a new issue with an internal note

  Creates an issue in your workspace, starting with an internal note for your team.

  Try: “Open an issue for Acme about the failed invoice sync.”

  Write · create_issue

• Changes an issue's status, assignee, team, priority, tags or fields

  Updates an issue's status, assignee, team, priority, tags or custom fields; tags can be replaced or added and removed one by one.

  Try: “Assign issue 4821 to Priya and set priority to high.”

  Write · update_issue

• Snoozes an issue until a set time

  Puts an issue on hold until a future time, after which it comes back as waiting on you.

  Try: “Snooze issue 4821 until Monday 9am.”

  Write · snooze_issue

• Sends a reply to the customer on their channel; cannot be unsent

  Sends a reply to the customer on the issue's channel, such as Slack or email (reply-all). It goes out at once and cannot be unsent, so check the text first.

  Try: “Reply to the customer on 4821 that the fix ships Thursday.”

  Write · send_issue_reply

• Posts an internal note only your team can see

  Posts an internal note on an issue that customers never see.

  Try: “Add an internal note on 4821 that engineering confirmed the bug.”

  Write · send_issue_note

• Lists an issue's internal discussion threads

  Lists the internal threads your team has started on an issue.

  Try: “What internal threads are on issue 4821?”

  Read · get_issue_threads

• Starts an internal thread on an issue, optionally in Slack

  Creates an internal discussion thread on an issue, and can mirror it to an internal Slack channel.

  Try: “Start an internal thread on 4821 and sync it to #support-eng.”

  Write · create_issue_thread

• Shows who follows an issue

  Lists the teammates who follow an issue.

  Try: “Who is following issue 4821?”

  Read · get_issue_followers

• Adds or removes teammates as followers of an issue

  Adds teammates to, or removes them from, the followers of an issue.

  Try: “Add Sam as a follower on 4821.”

  Write · update_issue_followers

• Links a Linear, Jira, GitHub, Asana or Shortcut ticket to an issue

  Connects an engineering ticket in Linear, Jira, GitHub, Asana or Shortcut to a support issue.

  Try: “Link Linear ticket ENG-312 to issue 4821.”

  Write · link_product_issue

• Finds customer accounts by name, domain, tag or field

  Searches accounts by name, domain, external ID, tags or custom fields.

  Try: “Find the account for acme.com.”

  Read · search_accounts

• Opens one account with its custom fields

  Fetches a single customer account, including its custom field values.

  Try: “Show me everything on the Acme account.”

  Read · get_account

• Creates a new customer account

  Creates a new account in Pylon.

  Try: “Create an account for Globex with domain globex.com.”

  Write · create_account

• Updates an account's fields

  Changes fields on an existing account.

  Try: “Set Acme's tier to Enterprise.”

  Write · update_account

• Uploads files like PDFs to an account

  Uploads files, such as PDFs, to an account's Files tab.

  Try: “Upload this contract PDF to the Acme account.”

  Write · upload_account_files

• Reads an account's notes, newest first

  Lists the notes in an account's Notes block, newest first. Needs Account Intelligence.

  Try: “Show the latest notes on the Acme account.”

  Read · get_account_notes

• Adds or edits a note on an account

  Creates a timestamped note on an account, or edits a note's title or text. Needs Account Intelligence.

  Try: “Add a note to Acme that renewal talks start in March.”

  Write · save_account_note

• Finds customer contacts by name, email, phone or account

  Searches contacts by name, email, phone number, account and more.

  Try: “Find the contact jane@acme.com.”

  Read · search_contacts

• Opens one contact

  Fetches a single contact by its ID.

  Try: “Show me Jane's contact record.”

  Read · get_contact

• Creates, updates or merges contacts; merges delete one for good

  Creates a contact on an account, updates a contact's name, account or fields, or merges two duplicates. A merge permanently deletes one contact and cannot be undone.

  Try: “Merge the two Jane Doe contacts on Acme.”

  Delete · save_contact

• Finds Pylon teammates by name or email

  Searches your Pylon team members by name, or looks one up by email.

  Try: “Find our teammate Priya.”

  Read · search_users

• Opens one teammate's profile

  Fetches a Pylon team member by ID.

  Try: “Show Priya's user details.”

  Read · get_user

• Finds teams by name or lists them all

  Looks up teams by name, or lists every team.

  Try: “List our support teams.”

  Read · search_teams

• Shows a team's details, members and subteams

  Reads a team's details, its members and its subteams.

  Try: “Who is on the Tier 2 team?”

  Read · get_team

• Creates a team or changes its name, members and subteams

  Creates a team, or updates its name, icon, members and subteams. Removing someone also deletes their schedule blocks in that team.

  Try: “Add Sam to the Tier 2 team.”

  Write · save_team

• Shows how CRM users map to Pylon teammates

  Lists users in your connected Salesforce, HubSpot, Attio or Pipedrive CRM, their current Pylon matches and suggested matches by email.

  Try: “Which HubSpot owners aren't mapped to Pylon users yet?”

  Read · list_integration_user_mappings

• Maps or unmaps CRM users to Pylon teammates

  Saves or removes matches between CRM users and Pylon teammates, so Pylon knows who owns each account.

  Try: “Map HubSpot user Dana to our Pylon user Dana.”

  Write · save_integration_user_mappings

• Lists the knowledge bases you can read

  Lists every knowledge base you have access to.

  Try: “Which knowledge bases do we have?”

  Read · list_knowledge_bases

• Lists the collections in a knowledge base

  Lists the collections inside a knowledge base.

  Try: “List the collections in our help center.”

  Read · list_collections

• Opens a collection and its visibility settings

  Fetches a collection's details and who can see it.

  Try: “Is the Billing collection public?”

  Read · get_collection

• Lists the articles and sub-collections in a collection

  Lists the articles and sub-collections directly inside a collection.

  Try: “What articles are in the Billing collection?”

  Read · list_collection_contents

• Creates, renames or moves a knowledge base collection

  Creates a collection, edits its title, description or slug, or moves it under another collection.

  Try: “Create a collection called SSO under Admin guides.”

  Write · save_collection

• Searches help articles by title and content

  Runs a full-text search across knowledge base article titles and content.

  Try: “Find help articles about resetting passwords.”

  Read · search_articles

• Opens a help article with its settings and tags

  Fetches an article's content, visibility and tags by ID or public URL, and can include its images.

  Try: “Show me the 'Set up SAML' article.”

  Read · get_article

• Lists the websites tracked for your knowledge base

  Lists the tracked websites and external sites set up for your organization.

  Try: “Which external sites are linked to our knowledge base?”

  Read · get_related_links

• Writes a draft article or new draft text without publishing

  Creates a draft article, or saves new draft content for an existing article without publishing it.

  Try: “Draft an article explaining how to rotate API keys.”

  Write · save_draft_article

• Publishes an article so readers can see it

  Publishes an article's current content.

  Try: “Publish the API key rotation article.”

  Write · publish_article

• Changes an article's visibility, AI agent access and tags

  Changes who can see an article, whether AI agents may use it, and its tags. The tag list replaces the current tags.

  Try: “Hide the beta article from the public help center.”

  Write · update_article_settings

• Moves an article to another collection

  Moves an article into a different collection.

  Try: “Move the SSO article into the Security collection.”

  Write · move_article_to_collection

• Finds feature requests by status and other filters

  Searches feature requests by status and other filters. Needs the Feature Requests plan feature.

  Try: “What are the top open feature requests?”

  Read · search_feature_requests

• Opens a feature request with its customer evidence

  Fetches a feature request with the customer evidence attached to it.

  Try: “Show me the dark mode request and who asked for it.”

  Read · get_feature_request

• Creates or updates a feature request

  Creates a feature request with optional evidence, or updates its title, description, status or custom fields.

  Try: “Create a feature request for CSV export.”

  Write · save_feature_request

• Records that a customer asked for an existing request

  Links an issue or account to an existing feature request as evidence of demand.

  Try: “Add Acme's issue 4821 as evidence for the CSV export request.”

  Write · add_evidence_to_feature_request

• Merges duplicate feature requests into one

  Merges duplicate feature requests; their evidence and linked tickets move over and the duplicates are archived.

  Try: “Merge the two dark mode requests.”

  Delete · merge_feature_requests

• Finds tasks across your org, an account or a project

  Searches tasks across your organization, or within one account or project. Needs Account Intelligence.

  Try: “What tasks are due this week for Acme?”

  Read · search_tasks

• Opens a task with its subtasks and recent comments

  Fetches a task with its subtasks and its 20 most recent comments.

  Try: “Show the onboarding task for Acme.”

  Read · get_task

• Creates a task or updates its fields

  Creates a task, or updates only the fields you give it.

  Try: “Create a task to schedule Acme's QBR by Friday.”

  Write · save_task

• Adds a task comment or edits your own

  Adds a comment to a task or replaces the text of a comment you wrote. New comments may be visible to customers unless marked internal.

  Try: “Add an internal comment on the QBR task: waiting on dates.”

  Write · save_task_comment

• Deletes a task and its subtasks

  Deletes a task along with its subtasks.

  Try: “Delete the duplicate QBR task.”

  Delete · delete_task

• Finds projects by name, account, owner or status

  Searches or lists projects by name, account, owner and status.

  Try: “List active onboarding projects.”

  Read · search_projects

• Opens a project with its progress

  Fetches a project's details and how far along it is.

  Try: “How far along is Acme's onboarding project?”

  Read · get_project

• Creates a project, optionally from a template, or updates one

  Creates a project for an account, optionally copied from a template, or updates an existing project.

  Try: “Start an onboarding project for Globex from our template.”

  Write · save_project

• Lists your project templates

  Lists the project templates in your workspace.

  Try: “Which project templates do we have?”

  Read · get_project_templates

• Lists a project's or account's milestones

  Lists milestones for a project or account, or fetches one by ID.

  Try: “What milestones are left on Acme's onboarding?”

  Read · get_milestones

• Creates or updates a project milestone

  Creates a milestone in a project, or updates an existing one.

  Try: “Add a 'Go live' milestone due March 1.”

  Write · save_milestone

• Searches call recordings by title, account or what was said

  Searches call recordings by title, account name, or words spoken on the call. Needs Account Intelligence.

  Try: “Find calls where Acme mentioned pricing.”

  Read · search_call_recordings

• Opens a call's summary, participants and transcript

  Fetches a recording's details, participants, summary and full transcript, or lists an account's recent calls.

  Try: “Summarize last week's call with Acme.”

  Read · get_call_recording

• Lists your NPS, CSAT and custom surveys

  Lists the NPS, CSAT and custom surveys in your workspace.

  Try: “Which surveys are running?”

  Read · list_surveys

• Reads survey responses for a survey or issue

  Fetches responses for a survey or for a single issue.

  Try: “Show this month's CSAT responses with a score below 3.”

  Read · get_survey_responses

• Lists your automation trigger groups

  Lists the groups your triggers are organized in.

  Try: “List our trigger groups.”

  Read · list_trigger_groups

• Lists triggers with what starts them, what they do and how often they fire

  Lists triggers with their kickoffs, actions and firing statistics.

  Try: “Which triggers fired most last week?”

  Read · list_triggers

• Opens a trigger's full setup

  Fetches a trigger's full configuration.

  Try: “Show me the 'Escalate VIP' trigger.”

  Read · get_trigger

• Creates a trigger switched off, or replaces a trigger's setup

  Creates a new trigger in a disabled state so you can review it, or replaces an existing trigger's configuration.

  Try: “Create a trigger that tags issues mentioning 'outage' as urgent.”

  Write · save_trigger

• Lists saved reply macros

  Lists the macros you can see, with optional search by name and group.

  Try: “Find our refund macros.”

  Read · list_macros

• Opens a macro's text and settings

  Reads a macro's stored text, type, visibility, actions and attachment summaries.

  Try: “Show me the 'Refund approved' macro.”

  Read · get_macro

• Creates or edits a macro's text

  Creates a text-only macro, or edits a macro's name, message text or type. It does not send anything.

  Try: “Create a macro for password reset instructions.”

  Write · save_macro

• Deletes a macro permanently

  Permanently deletes a macro, including its actions and attachments. This cannot be undone.

  Try: “Delete the old holiday hours macro.”

  Delete · delete_macro

• Lists issue, account or article tags

  Lists tags for issues, accounts or knowledge base articles, or looks one up by exact name.

  Try: “List our issue tags.”

  Read · list_tags

• Creates, renames or recolors a tag

  Creates a tag, or renames or recolors an existing one. A rename changes it everywhere it is used.

  Try: “Create an issue tag called 'billing-v2'.”

  Write · save_tag

• Deletes a tag everywhere, permanently

  Permanently deletes a tag and removes it from every issue, account or article. Refused while a trigger or view still uses it.

  Try: “Delete the unused 'legacy' tag.”

  Delete · delete_tag

• Searches who changed what in your workspace and when

  Searches recorded actions and changes by object, action and time. Needs Admin; history beyond 30 days needs Enterprise.

  Try: “Who changed the owner on the Acme account this month?”

  Read · search_audit_logs

• Sends a request to Pylon's own support team

  Sends a request about Pylon itself to Pylon's support team, after you agree to send it.

  Try: “Tell Pylon support that the Slack sync is delayed.”

  Write · submit_support_ticket

• Lists your Pylon AI agents

  Lists your AI agents so you can pick one to test. Needs AI Agents and Backtesting.

  Try: “Which AI agents do we have?”

  Read · list_agents

• Lists the versions of an AI agent customers can see

  Lists the customer-visible variations of an AI agent.

  Try: “What variations does our support agent have?”

  Read · list_agent_variations

• Lists the test sets for AI agent backtests

  Lists backtest datasets and how many cases each holds.

  Try: “Which backtest datasets exist?”

  Read · list_backtest_datasets

• Creates an empty test set for AI agent backtests

  Creates an empty dataset for backtesting an AI agent.

  Try: “Create a backtest dataset called 'Refund questions'.”

  Write · create_backtest_dataset

• Adds real issues to a backtest test set

  Copies readable issues into a backtest dataset as test cases, up to 100 per dataset.

  Try: “Add last week's refund issues to the backtest dataset.”

  Write · add_issues_to_backtest_dataset

• Runs an AI agent against a test set

  Starts backtest runs for one or more AI agent configurations.

  Try: “Backtest both agent variations on the refund dataset.”

  Write · run_backtest

• Lists backtests and their progress

  Lists your backtests, their runs and progress.

  Try: “Is the refund backtest finished?”

  Read · list_backtests

• Shows the results of a backtest

  Fetches progress and results for a backtest or one run.

  Try: “How did variation B score on the refund backtest?”

  Read · get_backtest_results

• Compares every agent's answer for one test case

  Shows every agent result for a single backtest case side by side.

  Try: “Compare both variations on case 12.”

  Read · get_backtest_case

• Shows the full step-by-step timeline of a test result

  Shows the full message, tool and event timeline for one backtest result.

  Try: “Show what the agent did step by step on case 12.”

  Read · get_playground

• Shows everything an AI agent did on a real issue

  Shows an AI agent's full activity on a real issue: tool calls, runbook steps, escalations, messages and outcome.

  Try: “What did our AI agent do on issue 4821?”

  Read · get_agent_issue

• Rates a backtest result thumbs up or down

  Rates one backtest case result thumbs up or down, or clears the rating.

  Try: “Thumbs down variation A on case 12.”

  Write · update_backtest_case_feedback

• Used by the assistant behind the scenes

  Looks up your issue statuses

  Lists the default and custom issue statuses set up for your organization.

  Read · get_issue_statuses

• Uploads a file and returns a link to attach

  Uploads a file and returns an attachment ID and link the assistant can use elsewhere.

  Write · create_attachment

• Checks who is signed in

  Returns the signed-in user and their organization.

  Read · get_me

• Looks up feature request statuses

  Lists the feature request statuses set up for your organization.

  Read · get_feature_request_statuses

• Looks up task statuses

  Lists the default and custom task statuses.

  Read · get_task_statuses

• Looks up what can start a trigger

  Lists the kinds of events that can start a trigger, or describes one and its conditions.

  Read · describe_trigger_kickoff

• Looks up what a trigger can do

  Lists the actions a trigger can take, or describes one and its variables.

  Read · describe_trigger_action

• Gets example trigger setups

  Returns example payloads for common trigger patterns.

  Read · get_trigger_examples

• Checks a trigger setup before saving

  Validates a trigger configuration without saving it.

  Read · validate_trigger

• Builds a valid search filter

  Builds a validated filter for any object type to use in searches.

  Read · build_filter

• Looks up which fields can be filtered

  Lists the fields, operators and reference types available when filtering an object type.

  Read · get_filter_attributes

• Looks up custom field definitions

  Lists custom field definitions and valid values for an object type.

  Read · get_custom_fields

• Looks up audit log action names

  Lists the exact action names that audit log search supports.

  Read · list_audit_log_actions

Watch out for

• It can message your customers directly

  A reply goes out on the customer's channel at once and cannot be unsent. Read the exact message your assistant shows you before you approve it. docs.usepylon.com

• Some deletes cannot be undone

  Deleting a task, macro or tag, and merging two contacts, is permanent. Ask the assistant to list what it will change first. docs.usepylon.com

• It sees everything your Pylon user sees

  The assistant has the same access as your login. Admins control who can connect with the MCP Access role. docs.usepylon.com

• New automations start switched off

  Triggers the assistant creates are saved disabled, so you can review them in Pylon before turning them on. docs.usepylon.com

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