> ## Documentation Index
> Fetch the complete documentation index at: https://help.superhawk.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Pylon

> Connect Pylon to bring support tickets, escalations, and themes into Superhawk.

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.

## 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

## Connecting

<Steps>
  <Step title="Get an API token from Pylon">
    In Pylon, go to **Settings → API** and generate an API token.
  </Step>

  <Step title="Open Integrations in Superhawk">
    Go to **Integrations** and find Pylon under **Support & Ticketing**.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Wait for the first sync">
    The initial sync pulls historical tickets and takes longer than subsequent ones.
  </Step>
</Steps>

## What it feeds

* **[Account health](/customer-success/account-health)** -- support pressure as a health factor
* **[Signals](/signals/overview)** -- escalations, volume spikes, and unresolved recurring issues
* **[Briefs](/briefs/overview)** -- open tickets before you take the call
* **The support tickets panel** on the account

<Tip>
  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.
</Tip>

## Related

* [Integrations](/integrations/overview)
* [Churn Risk & Renewals](/customer-success/churn-risk-and-renewals)