Pylon — Migration Reference

Pylon — Migration Support Overview

Role in migrations

• Staff (HD): supported as target.
• Company (HD): supported as target.
• Contact (HD): supported as target.
• Ticket (HD): supported as target.
• Category (KB): supported as target.
• Folder (KB): supported as target.
• Article (KB): supported as target.

Field-level support migrating TO Pylon (Ticket)

Field-level support migrating TO Pylon (Company)

Field-level support migrating TO Pylon (Contact)

Field-level support migrating TO Pylon (Article)

Migration options available for Pylon

• Migrate content translations - applies to: both (Article)
• Retain multi-company contact associations - applies to: target (Contact)
• Select records for Demo - applies to: source (Ticket)
• Update existing records on target - applies to: target (Company), target (Contact)
• Inline images in tickets - applies to: source (Ticket)
• Skip ticket attachments - applies to: source (Ticket)
• Add a new tag to tickets - applies to: target (Ticket)

Pylon Migration Limitations

1. The target doesn't accept common personal email domains as company domains, including: aol.com, gmail.com, googlemail.com, hotmail.com, hotmail.fr, icloud.com, outlook.com, yahoo.co.in, protonmail.com, live.com, yahoo.com, yahoo.com.ar, yahoo.com.br, yahoo.com.ph, yahoo.fr. Companies without a domain are created as companies without a domain.
2. A contact cannot be created without a company (account). If a contact is created with an email whose domain isn't present among existing accounts, an account is created automatically for it.
3. If a company has a domain, matching is done by domain. If the source company has no domain, matching is done by name.
4. During KB migration, attachments migrate within the article body.
5. Custom ticket fields can be created through the app, but if a field with the same name already exists in another entity (for example, a custom field on contacts or organizations), an error occurs and the tool cannot create that field. Such fields must be created manually in Pylon.
6. Only an API key is required to connect Pylon to the tool.
7. In accounts where a custom field was created before January 30, 2025, such fields won't appear in the mapping.
8. It may be necessary to select the KB at the target connection step (needs confirmation with engineers).
9. Pylon supports custom ticket statuses.
10. AI must be disabled during migration.
11. Pylon supports multi-select fields.
12. Ticket matching logic: When migrating to Pylon, tickets are matched by the External ID contained in the body of the first comment. However, the tool only updates tickets that are not in a status belonging to the Closed category. This means that if, per the mapping, a source ticket's status is mapped to a status in the Closed category, and a ticket with that External ID already exists on the target, it will not be updated — a new ticket will be created instead.
13. Sync function description: the function synchronizes support tickets from an external system to Pylon by performing the following steps:
    1. It checks whether an open ticket already exists on Pylon with the same body_html value ([external-<source-id>]) as the imported ticket.
    2. If a ticket with that body_html value is found, it updates all fields of the existing Pylon ticket with data from the imported ticket, and imports all private comments associated with the imported ticket into the existing ticket.