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

# Pylon

> Connect Pylon to Ask Reevo so it can pull up support tickets and customer accounts, read full ticket threads, and create or update issues, with your approval on every change.

The Pylon connector lets [Ask Reevo](/AI-and-productivity/AskReevo-Copilot) work with your Pylon support workspace during conversations. Ask what's blocking a renewal, get a summary of the back-and-forth on a ticket, open an issue from something a customer raised on a call, or update an account's owner and tags, and it uses your own Pylon account to do it.

How it works:

* The connection is personal. Ask Reevo acts as your Pylon user and can only see and change what your own Pylon account can access.
* Reading runs automatically. Any change to your Pylon data (creating or updating issues, editing accounts, or uploading files) shows an approval card in the chat, and Ask Reevo proceeds only after you approve.
* An organization admin enables the connector once for the whole organization; each person then connects their own Pylon account.

<Info>
  **Availability.** MCP connectors are rolling out gradually to help us maintain the best possible experience for you. If you don't see **MCP connectors** under Settings, your organization may not have access yet; contact your Reevo representative or email [support@reevo.ai](mailto:support@reevo.ai).
</Info>

***

## Connect Pylon to Ask Reevo

### Enable the connector (admins)

An organization admin must enable the connector before anyone can connect:

1. In Reevo, open the [**Organization** tab](https://app.reevo.ai/settings/mcp?tab=organization) of **Settings → Ask Reevo → MCP connectors**.
2. Turn on the toggle on the **Pylon** card.

### Connect your Pylon account

1. Open the [**User** tab](https://app.reevo.ai/settings/mcp) of **Settings → Ask Reevo → MCP connectors**.
2. Click **Connect** on the **Pylon** card. Your browser is redirected to Pylon.
3. Sign in to Pylon and approve the authorization request.
4. You return to Reevo, and the Pylon card shows a **Connected** badge.

***

## Use the Pylon connector

Once connected, just mention Pylon (or your support tickets and accounts) in any Ask Reevo conversation. Examples of what you can ask:

* "Pull all open Pylon issues for the Acme Corp account so I know what's blocking the renewal."
* "Summarize the full back-and-forth on Pylon issue #4821."
* "Open a Pylon ticket on the Globex account titled 'Onboarding blocker', assigned to the Support team, priority high."
* "Mark Pylon issue #4821 as waiting on customer and tag it 'renewal-risk'."
* "Set me as the owner of the Globex account in Pylon and update its tier to Enterprise."
* "Find the enterprise-tagged Pylon accounts I own."

***

## What Ask Reevo can do in Pylon

### Reads (run automatically)

* **Issues**: find and filter support issues by account, assignee, requester, state, tags, type, or date, and open one by its ID or number.
* **Ticket threads**: read an issue's full message history, in order, with authors.
* **Accounts**: look up a customer account's details (name, domain, owner, tags, and custom fields) and search accounts by name, domain, owner, or tags.
* **People**: look up a specific contact or teammate, and confirm which Pylon user you're connected as.

### Changes (need your approval)

* **Create issues**: open a new support issue on an account, with an optional requester, priority, assignee, team, and tags.
* **Update issues**: change an issue's state, assignee, team, or tags.
* **Update accounts**: change an account's name, owner, tags, or custom fields.
* **Upload files**: add files (up to 5 at a time, 10 MB each) to an account's Files tab. A file whose name matches one already on the account replaces the existing file.

<Info>
  **What it cannot do.** The connector cannot post replies or internal notes into a ticket's thread (it reads threads, but responding happens in Pylon), and it cannot create or search knowledge base articles. Contact and teammate lookups fetch one person at a time; there is no people search.
</Info>

***

## Permissions and data access

Pylon access is granted through OAuth: you sign in on Pylon's own authorization screen and approve the connection. No API keys are created or pasted.

* Ask Reevo operates as your Pylon user, so what it can see and change matches your own Pylon role and permissions exactly.
* When Ask Reevo updates tags on an issue or account, the new tag list replaces the old one; ask it to keep existing tags if you want them preserved.

***

## Disconnect and reconnect

To disconnect, open **Settings → Ask Reevo → [MCP connectors](https://app.reevo.ai/settings/mcp)**, find the **Pylon** card, open the three-dot menu next to the **Connected** badge, and select **Disconnect**. When you disconnect, Reevo removes the connection's stored sign-in tokens and, where Pylon supports it, also revokes Reevo's access on Pylon's side. Ask Reevo can no longer reach your Pylon account until you reconnect.

If a connection stops working (for example, the authorization expired or was revoked in Pylon), Ask Reevo shows a reconnect card in the chat, and the **Pylon** card on the MCP connectors page shows **Reconnect** instead of **Connect**. Click **Reconnect** and complete the Pylon sign-in to restore the connection; your admin does not need to re-enable anything.

***

## Data and privacy

* Ask Reevo requests Pylon data when it needs it to answer you; it does not run background syncs of your Pylon workspace.
* Reevo stores the connection's sign-in tokens so you don't have to re-authorize on every request.
* Pylon content that appears in a conversation becomes part of that chat, like any other chat content.
* You can disconnect the connector at any time from the **MCP connectors** page.

<Note>
  The Reevo [Privacy Policy](https://reevo.ai/privacy) and [Terms of Service](https://reevo.ai/terms) govern how Reevo collects, uses, and retains data, including data accessed through connectors.
</Note>

***

## Troubleshooting and FAQs

<AccordionGroup>
  <Accordion title="I don't see MCP connectors in my Settings.">
    MCP connectors are rolling out gradually and may not be enabled for your organization yet. Contact your Reevo representative or email [support@reevo.ai](mailto:support@reevo.ai).
  </Accordion>

  <Accordion title="The page says no connectors have been enabled for my organization.">
    An organization admin needs to enable the Pylon connector from the Organization tab first. Ask your Reevo admin to turn it on.
  </Accordion>

  <Accordion title="Can Ask Reevo reply to a customer in a Pylon thread?">
    No. It can read the full thread and summarize it, create new issues, and update an issue's state, assignee, team, or tags, but posting replies or internal notes happens in Pylon.
  </Accordion>

  <Accordion title="Can Ask Reevo change my Pylon data without asking?">
    No. Creating issues, updating issues or accounts, and uploading files all show an approval card first. Reads run automatically.
  </Accordion>

  <Accordion title="A chat message says Pylon needs reconnection.">
    Your Pylon authorization expired or was revoked. Click **Reconnect** on the card in the chat (or on the MCP connectors page) and complete the Pylon sign-in again.
  </Accordion>

  <Accordion title="How do I disconnect Pylon?">
    Open **Settings → Ask Reevo → MCP connectors**, find the Pylon card, open the three-dot menu next to the **Connected** badge, and select **Disconnect**. You can reconnect anytime.
  </Accordion>
</AccordionGroup>

> Still have questions? [Sign in to Reevo](https://app.reevo.ai) and ask Ask Reevo, or email [support@reevo.ai](mailto:support@reevo.ai).