Pylon Account Setup

FreightTiger uses Pylon as the customer-support operating layer for TMS support. The setup brings together Accounts, Issues, Knowledge Base content, channels, custom fields, triggers, and SLAs so support teams can triage tickets consistently while leadership can report from clean metadata.

Business Reason

Before this setup, customer issues were spread across email, Slack, internal context, and engineering follow-ups. Pylon gives FreightTiger one support workspace where each issue has an account, owner, severity, module, status, SLA, conversation history, and escalation path.

User Story

When a customer or internal user raises a TMS issue, FreightTiger support should be able to create or receive the ticket in Pylon, classify it by account/module/severity, trigger the correct team workflow, notify the right Slack channel, and either resolve from the knowledge base or escalate with complete information.

Core Objects

Object	How FreightTiger uses it
Accounts	Customer/company records with tier, business line, MRR, modules, owner, CSM lead, and customer ops metadata.
Issues	Support tickets for bugs, feature requests, onboarding/configuration questions, integration issues, and internal notes.
Knowledge Base	Reusable support articles used by agents and, where appropriate, customers to answer repeat questions.

Ticket Creation Channels

FreightTiger can create Pylon issues from multiple channels:

Channel	Usage
Email	Customer or internal email creates/continues a support issue.
Slack	Slack messages can create issues and can also notify teams about new issues.
Internal note	Internal users can create tickets or add operational context without exposing it to the customer.
Customer Portal	Intended customer-facing issue creation and tracking surface.
Marketplace APIs	Programmatic issue creation from external systems.

Pending work

The Customer Portal still needs to be integrated with the FreightTiger web app.

Account Fields

Field	Source / Rule	Pipeline slug
Business Line	Must be tms for weekly analytics inclusion.	business_line_for_customer_account
Customer Tier	Platinum, Gold, Silver, or Bronze. HubSpot-synced/read-only in Pylon.	account.hubspot.customer_tier
MRR	Convert source value from lakhs to absolute INR before writing.	mrr
Active Modules	Set from owners mapping sheet using module slugs.	active_modules
CSM Lead	Set from Pylon user id; skip if user does not exist in Pylon.	csm_lead
Owner	Set from Account Owner - Pylon User ID.	Pylon owner field
Customer Ops	Set from Customer Ops - Pylon User ID; skip missing users.	Customer Ops field

Customer tier is upstream controlled

customer_tier is HubSpot-synced/read-only in Pylon. Values can be sent during update work, but HubSpot can overwrite them.

Issue Taxonomy

Issue field	Purpose
tms_request_type	Classifies tickets as System Issue / Bug, New Feature Request, or other.
tms_severity	Primary severity for bugs: outage, P1, P2, P3.
priority	Fallback severity source when tms_severity is unset.
tms_module	Module rollups and Linear team routing.

Triggers, SLAs, And Team Routing

Pylon triggers and SLAs were set up so each support team can operate from the same issue record:

• Triggers classify or route issues based on fields such as request type, module, severity, and account.
• SLAs define expected response/resolution behavior for each team/tier combination.
• Slack notifications can be configured so every new issue, or every issue matching a high-value filter, is pushed into the relevant Slack channel.
• Slack is also enabled as a channel for creating new Pylon issues.

For leadership reporting, these fields matter most:

• Account tier.
• Business line.
• Request type.
• Severity.
• Module.
• Assignee/owner.
• SLA breach state.

Configured module labels:

Slug	Display label
journey_trips	Journey/Trips
integration	Integration
indent_bidding	Indent/Bidding
freight_invoice	Freight Invoice
data_analytics	Data Analytics
epod	ePOD
platform	Platform
planning	Planning
ptl	PTL
onboarding	Onboarding