Pylon now integrates with Rootly, enabling customer support workflows and Rootly incident response to work seamlessly together. With this integration you can link Pylon issues to Rootly incidents, create Rootly incidents from Pylon triggers, and view tickets filtered by their associated incident—bringing customer context directly into your reliability workflow.
Why it matters
In modern reliability operations, support and on-call teams need shared visibility into issues that span surface-level customer impact and backend service reliability. Previously, support tickets and incident response often lived in separate worlds—forcing teams to manually sync context or jump between tools. The Rootly × Pylon integration bridges that gap, letting you:
- Associate customer issues with Rootly incidents so support and engineering share a consistent source of truth.
- Automatically create Rootly incidents when Pylon issues meet defined conditions, reducing manual handoffs and accelerating response timelines.
- Report and analyze ticket-to-incident relationships, enabling insights into trends that affect both customer experience and system reliability.
How it works
- In Pylon, use the Rootly module to link issues to existing Rootly incidents, ensuring customer data flows into reliability workflows.
- Set up Pylon triggers to automatically create Rootly incidents when specific conditions are met (e.g., escalation or issue state changes).
- Once linked or created, you can filter Pylon views, run analytics, and automate follow-ups tied directly to Rootly incidents.
Check out the Pylon docs to get started.
Use cases
- Unified support + reliability workflows: Keep engineering and support aligned on the same issue without manual context passing.
- Trigger-based incident creation: Define Pylon triggers that create Rootly incidents for critical customer escalations.
- Reporting & analytics: View ticket counts, trends, and incident associations in context for better operational insights.
This release strengthens the connection between customer support and incident response—helping teams collaborate more effectively, reduce response latency, and ensure that customer-facing issues translate into actionable reliability work without extra coordination overhead.