Rootly

Connect customer issues in Pylon to incidents in Rootly.

Setup

Click into the App Directory from your Pylon dashboard and then click on the Rootly integration to view setup instructions. For more setup instructions see here.

Prerequisites: You must be a Rootly administrator to complete the integration setup.

Usage

Usage Within the issue view, connect customer issues with the appropriate incident using the Rootly module on the sidebar. You can search for existing Rootly incidents to attach to a Pylon issue. The Pylon issue to incident link is now available across the product:

• Create a view of tickets filtered down by a specific incident

• Run reporting & analytics on how many tickets are associated with incidents

• Create differentiated automated workflows for tickets that are tied to an incident

You can also automatically create Rootly incidents from Pylon issues using triggers. Set up a trigger action to create a new incident when specific conditions are met (e.g., when an issue is escalated or reaches a certain status).