Pylon

A read-only API token integration that syncs Pylon issues, their messages, and your Pylon users into Rippit on a schedule. For what applies to every integration, see how data integrations work. For the security model, see Data integration security. This page covers the data integration. To let the Rippit agent search Pylon live instead, see the Pylon connector.

Connection summary


Authorization	A Pylon API token, sent as a Bearer token
Scope parameter	None
Token requirement	Only Pylon Admins can create API tokens
Writes to Pylon	None. Calls are `GET`, or `POST` to Pylon’s issue search endpoint, which takes its filters in the request body
Credentials shared with Rippit	The API token. Rippit stores it and uses it for every sync
Credential check	The token is tested against Pylon before the connection is created. Rejected tokens create no connection, and Rippit does not keep them
Connection identity	Your Pylon organization, read from the token. One connection per organization
Region	Detected from the token. US and EU Pylon accounts are both supported
Required Rippit role	Workspace admin
API base	`https://api.usepylon.com` for US accounts, `https://api.eu.usepylon.com` for EU accounts
Sync method	Scheduled polling
Attachments	Not downloaded
Maximum historical backfill	90 days. The default is 7

Before you connect

Rippit asks for one value: an API token. Create it in Pylon under Settings → Integrations & dev → API tokens. Only Pylon Admins can create tokens. Tokens cannot contain spaces. You do not choose a region. EU tokens start with pylon_api_eu_, and Rippit uses the EU API for them. Older tokens without a region prefix are tried against the US API first, and against the EU API if Pylon reports that the token belongs to the other region.

Data handling

Question	Answer
Is issue content ingested, or only metadata?	Full content: each issue, every message on it, and your Pylon users
Are internal notes ingested?	Yes. Private messages are stored and marked as not public
Are attachments stored?	No. Rippit does not download files attached to Pylon messages
Can Rippit modify Pylon?	No. No write code path exists
Is data used to train models?	No. Rippit does not train any AI models. Your data is used for inference only

What an issue becomes in Rippit

Each Pylon issue becomes one conversation in Rippit.

Rippit record	Content
Subject	The issue title
Agent	The issue’s assignee
Start and end	The issue’s created time and the time of its latest message
Link	The issue’s link in Pylon
Fields	Status (the issue state), platform (the issue source), tags, assignee, issue number, issue type, team ID, customer account ID, CSAT score (from the issue’s most recent CSAT response), first response time in seconds, and resolution time in seconds
Default selected fields	Subject, status, platform, tags, assignee, CSAT score, commenters, first commenter, and last commenter
Conversation comments	Every message on the issue, with its HTML body, its time, and its author’s name. Messages are attributed to the Pylon user or contact who wrote them
People	Pylon users, including deactivated users, with name and email. They are the agents assigned to issues

API endpoints

Authentication

Purpose	Endpoint	Method
Credential check, region check, and organization lookup	`/me`	GET

Issues, messages, and users

Object	Endpoint	Method
Issues updated in a time window	`/issues/search` with an `updated_at` `time_range` filter and `limit` 100	POST
A single issue, to re-sync it	`/issues/<id>`	GET
An issue’s messages	`/issues/<id>/messages`	GET
All users, including deactivated users	`/users?include_deactivated=true`	GET
A sample of issues, for field discovery	`/issues/search` with `limit` 100	POST

Issue search pages with a cursor returned in the response. Rippit sends it back in the next request body with the original filter. Messages are not part of the issue search response. Each issue returned by the search has its messages fetched separately, one request per issue.

Sync behavior


Issue discovery	Windowed on issue `updated_at`, cursor pagination
Window width	7 days, one window at a time
Trailing buffer	Each window closes 5 minutes behind the current time
Messages	Fetched per issue, one request each, one at a time
Users	Full list once a day
Re-sweep	Once a day the last 24 hours of issues are listed again, which picks up issues missed the first time
Update handling	An updated issue is listed again, and the issue and its messages are refetched
Resumption	High water mark on issue `updated_at`. Changed issues only, no full rescan

Rate limiting

Pylon limits requests to an issue’s messages to 120 per minute for each organization. Rippit fetches messages one issue at a time to stay under it. When Pylon returns 429, Rippit waits for the time in the Retry-After header and tries again. Because messages take one request per issue, a large backfill spends most of its time there, which is why the default backfill is 7 days.

Getting Started

Connecting your Data

Using Rippit

Connecting to your AI Agent

Use cases

Reference

Connection summary

Before you connect

Data handling

What an issue becomes in Rippit

API endpoints

Authentication

Issues, messages, and users

Sync behavior

Rate limiting

​Connection summary

​Before you connect

​Data handling

​What an issue becomes in Rippit

​API endpoints

​Authentication

​Issues, messages, and users

​Sync behavior

​Rate limiting

Connection summary

Before you connect

Data handling

What an issue becomes in Rippit

API endpoints

Authentication

Issues, messages, and users

Sync behavior

Rate limiting