What gets indexed
- Issues - Support tickets and conversations including title, description, status, priority, and tags
- Issue metadata - Assignee, requester, account, team, and custom fields
- Metrics - First response time, resolution time, and CSAT scores
- Linked issues - References to external issues in Linear, Asana, Jira, or GitHub
Setup
1
Get your Pylon API token
You must be a Pylon admin to create an API token.
- Log in to your Pylon workspace
- Go to Settings > Developer > API Tokens
- Generate a new API token with read access
- Copy the API token
2
Connect to Grapevine
- In Grapevine, go to Integrations and click on Pylon
- Paste your API token
- Click Connect
3
Wait for initial sync
Grapevine will begin syncing your Pylon issues. The initial sync may take some time depending on your issue volume.
Permissions
- All indexed Pylon issues are visible to all users in your Grapevine organization
- The API key must have read access to issues, accounts, contacts, users, and teams
Sync behavior
- Initial sync - Syncs all issues from the past 2 years
- Ongoing syncs - New and updated issues are synced every 30 minutes
- Reference data - Account, contact, user, and team information is refreshed daily
Limitations
- Issues older than 2 years are not indexed
- Sync frequency is every 30 minutes (not real-time)
- All users in your organization can see all indexed issues (no per-issue permissions)