User Guide

Common tips and tracks on how to setup and use Pylon!

Pylon is a pretty powerful platform with lots of customization to make your day-to-day productive and fun. Here are some of the things you'll want to get setup or learn about to help you get the most value out of Pylon.

Keyboard Shortcuts

All keyboard shortcuts can be found in-app by choosing "Keyboard Shortcuts" from your profile menu at the bottom left corner of the screen.

General Navigation

To quickly navigate around Pylon, view recently visited pages, or search for specific customer issues, knowledge base articles, accounts, etc use Command Search by hitting Cmd-K or Ctrl-K from anywhere in Pylon.

Managing Issues

Issue keyboard shortcuts are available when you are viewing an issue.

Shortcut	Action
j and k	Navigate between issues
s	Change the status of an issue
z	Snooze an issue
a	Assign an issue
f	Toggle fullscreen mode
m	Run a Macro
Esc	Exit out of an issue
Cmd-j	AI Copilot
Cmd-Enter or Ctrl-Enter	Send a message
Cmd-Shift-Enter or Ctrl-Shift-Enter	Send a message and close the issue
Cmd-Option-Enter or Ctrl-Option-Enter	Send a message, close the issue, and move to the next issue

Dark Mode

Toggle dark mode from your Profile page in Settings or by typing Cmd-k and then Dark Mode.

Notification Preferences

Under the Notifications page, customize which notifications you'd like to receive and where you'd like to receive them. You can also access them from both the profile and settings menus in the bottom left corner of your screen.

Notifications are grouped into tabs: Issues, Projects & tasks, Knowledge base, Feature management, and Connectors & tools. For each event, choose whether to be notified In-app, in Slack, with a Desktop notification, or by Email. Turn on Enable Sound to play a sound for in-app notifications.

Issue notifications you can configure:

• I'm assigned an issue by a teammate

• I'm assigned an issue by triggers or assignment rules

• I'm mentioned in an internal note

• New customer message on an issue I follow

• New message from your team on an issue I follow

• Issue that I follow is unsnoozed

• Issue that I'm assigned to breached SLA

In-app notifications will show up under your notifications tray, accessible via. the Bell icon on the top left. The tray has All, Unread, and Mentions tabs, and a Mark all read button.

If Desktop notifications are on but you aren't seeing them, check that your browser allows notifications from Pylon.

Signatures

If you'll be sending emails from Pylon, consider setting up an email signature on your Profile page. The signature will get automatically appended in the editor when you're replying to emails.