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Connect Pylon to import support issues, conversations, customer accounts and support users. Issues remain managed in Pylon; Weave uses imported evidence for reporting and source-linked context.

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Connect a workspace

  1. Open Data → Pylon → Connect.
  2. Enter a Pylon API key with read access to issues, messages, users, accounts, teams, issue statuses and issue custom-field definitions.
  3. Weave verifies the key and workspace through Pylon’s /me endpoint and starts an import.
Weave links Pylon users to existing Weave accounts by email. An individual must have a linked account to appear in engineer metrics. Customer contacts remain separate from support members.

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Reporting settings

Once Pylon has synced, open Settings → Integrations → Pylon configuration to:
  • Choose the Pylon issue custom field used for product grouping. Text and select values, including multi-select options, can supply product labels.
  • Map Pylon teams to Weave teams for reporting. These mappings are explicit; source teams are not inferred from the current assignee’s team membership.
  • Inspect import coverage separately for issues, conversations, and customer/team metadata.
Customer groups retain their Pylon account identity even when the customer has no matching Weave organization. Missing names fall back to the source identity.

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Import coverage

Scheduled syncs import issues created or updated in the last 90 days. Incremental sync uses issue updates so status changes can be detected without a new conversation message. Custom statuses follow their Pylon category, including custom closed statuses. A failed conversation page remains pending and is retried independently of the issue import. Unavailable source issues retain their history and are excluded from confirmed current inventory; absence is never treated as resolution. Invalid source timestamps are reported instead of replaced with today’s date. Administrators can extend arrival history through Admin → Backfills → Pylon using a creation-date range. Each backfill also imports all currently open issues, including older waiting and snoozed cases. Completed days are checkpointed so interrupted imports can resume. Coverage reports a contiguous imported range; gaps remain pending until every missing window completes. A backfill cannot clear a failed conversation scan. Known resolution evidence survives reopenings, but polling cannot reconstruct transitions that the source no longer exposes.

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Conversation evidence and existing metrics

Weave stores source conversation content for support context and contribution analysis, together with sender identity, source timestamps and message visibility. Contribution assessments validate participants against the imported messages and save the complete latest assessment with its source-message cutoff. Corrections to older messages trigger reanalysis even when their timestamps stay the same. An identical import or a new authorless system note does not repeat a completed assessment. Analysis runs separately from sync, so a conversation that changes while it is being analyzed is picked up by the next scheduled analysis run; the previous assessment remains until a new result replaces it. The existing Support Contributions and Support TTFR charts retain their existing definitions and engineer cohorts. Provider duration fields are retained as source metadata; this integration does not promise SLA, business-hours, or engineering-hours calculations.
Last modified on October 11, 2026