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Pylon is Superhawk’s support desk integration. Support pressure is one of the earliest and most reliable churn indicators, and connecting Pylon is what lets health judgements and signals see it.

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What Superhawk pulls in

  • Tickets — subject, body, status, and the account they belong to
  • Priority and escalation — which issues were raised as urgent
  • Volume and trend — how much support an account is consuming, and whether it is rising
  • Themes — what keeps coming back across tickets
  • Resolution — what got fixed, and what has been open a long time

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Connecting

1

Get an API token from Pylon

In Pylon, go to Settings → API and generate an API token.
2

Open Integrations in Superhawk

Go to Integrations and find Pylon under Support & Ticketing.
3

Paste the token

Click connect and paste the token. Superhawk verifies it immediately — if it is wrong or lacks access, you will be told straight away.
4

Wait for the first sync

The initial sync pulls historical tickets and takes longer than subsequent ones.

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What it feeds

  • Account health — support pressure as a health factor
  • Signals — escalations, volume spikes, and unresolved recurring issues
  • Briefs — open tickets before you take the call
  • The support tickets panel on the account
Walking into a customer meeting without knowing they have an escalation open is a bad start. The support panel on the account and the brief both exist to stop that happening.