How to connect Pylon
The Pylon integration imports your resolved support tickets into Ferndesk, helping our AI identify documentation gaps, suggest updates, and keep your help center in sync with customer questions.
Before you begin: You'll need admin access to your Pylon workspace to create an API token.
Get your Pylon API token
You need to create an API token in Pylon before connecting:
Log in to your Pylon dashboard
Go to Settings > API Tokens
Click Create
Give your token a name (like "Ferndesk") and click save
Copy the token immediately—it's only shown once
See Pylon's guide for more details.
Connect Pylon to Ferndesk
Go to Settings > Integrations in your Ferndesk dashboard
Find the Pylon card and click Connect
Enter your Pylon API token
Click Continue
You'll see a "Connected to Pylon" confirmation.
Connecting Pylon doesn't automatically process your tickets. You need to turn on monitoring to start importing support conversations and getting recommendations from Fern.
What data is synced
Ferndesk imports resolved, closed, and archived tickets along with their messages (excluding internal notes). All support conversations are encrypted and deleted after processing to identify trends and gaps in your documentation.
Manage your connection
To disconnect or update your API key, go back to Settings > Integrations, find Pylon, and click Manage connections.