Pylon Connections

Pylon connections enable agents to create internal issues and look up customer accounts in Pylon.

Create and manage connections via the web UI at https://ui.{deployment}.firetigerapi.com/settings/connections

Overview

Pylon is a customer support platform. With this connection, agents can:

• Create internal issues for escalation and tracking
• Search for customer accounts by domain
• Retrieve account details for context during investigations

Setup Instructions

1. Generate a Pylon API Token

1. Log in to Pylon at app.usepylon.com
2. Navigate to Settings > API Tokens
3. Click Create API Token
4. Name your token (e.g., “Firetiger Integration”)
5. Copy and securely store the generated token

See the Pylon API Authentication docs for details.

2. Create the Connection

In the Firetiger UI, create a new Pylon connection with your API token.

Connection Parameters

Parameter	Type	Required	Description
api_token	string	Yes	Your Pylon API token

Agent Capabilities

Once configured, agents can use the following tools:

Tool	Description
CreateIssue	Creates an internal issue in Pylon (not visible to customers). Supports title, HTML body, account linking, priority, and tags.
SearchAccounts	Finds customer accounts by domain.
GetAccount	Retrieves full details for a specific account.
ListAccounts	Lists all accounts with pagination.

Description Field

Use the description field to guide agents on when and how to use this connection, and where relevant, with any specific details about how your Pylon instance is structured.

Example:

Pylon connection for internal issue creation and account lookups.

Use cases:
- Create internal issues when monitoring detects customer-impacting problems
- Look up customer accounts by domain during investigations
- Get account context for triage and escalation

Note: Issues created are INTERNAL only (not visible to customers).

API Reference

If creating connections via the API instead of the UI:

{
  "display_name": "Pylon - Internal Issues",
  "description": "Pylon connection for internal issue creation...",
  "connection_details": {
    "pylon": {
      "api_token": "pylon_api_xxxxxxxxxxxxx"
    }
  }
}