Pylon now integrates with Rootly, enabling customer support workflows and Rootly incident response to work seamlessly together. With this integration you can link Pylon issues to Rootly incidents, create Rootly incidents from Pylon triggers, and view tickets filtered by their associated incident—bringing customer context directly into your reliability workflow.
Why it matters
In modern reliability operations, support and on-call teams need shared visibility into issues that span surface-level customer impact and backend service reliability. Previously, support tickets and incident response often lived in separate worlds—forcing teams to manually sync context or jump between tools. The Rootly × Pylon integration bridges that gap, letting you:
- Associate customer issues with Rootly incidents so support and engineering share a consistent source of truth.
- Automatically create Rootly incidents when Pylon issues meet defined conditions, reducing manual handoffs and accelerating response timelines.
- Report and analyze ticket-to-incident relationships, enabling insights into trends that affect both customer experience and system reliability.
How it works
- In Pylon, use the Rootly module to link issues to existing Rootly incidents, ensuring customer data flows into reliability workflows.
- Set up Pylon triggers to automatically create Rootly incidents when specific conditions are met (e.g., escalation or issue state changes).
- Once linked or created, you can filter Pylon views, run analytics, and automate follow-ups tied directly to Rootly incidents.
Check out the Pylon docs to get started.
Use cases
- Unified support + reliability workflows: Keep engineering and support aligned on the same issue without manual context passing.
- Trigger-based incident creation: Define Pylon triggers that create Rootly incidents for critical customer escalations.
- Reporting & analytics: View ticket counts, trends, and incident associations in context for better operational insights.
This release strengthens the connection between customer support and incident response—helping teams collaborate more effectively, reduce response latency, and ensure that customer-facing issues translate into actionable reliability work without extra coordination overhead.
New & Improved
New Features
- JSON Path Explorer added to navigation — A link to the JSON Path Explorer tool is now accessible directly from the help section of the navigation, making it easier for users to discover and use.
- Slack integration setup options renamed for clarity — The Slack connection options have been relabeled to "Connect to Slack Enterprise Grid" and "Connect to Single Workspace," reducing confusion for trial users who only need a single workspace.
- Meeting bot can now record audio only — Users can configure the Rootly meeting bot to record audio only instead of audio and video.
- Schedule notifications now auto-combine consecutive shifts for the same person — When the same person is on call for back-to-back shifts, schedule notifications now merge them into a single entry instead of sending separate noisy messages.
- Alert grouping UI options updated — The alert grouping settings have been simplified by renaming "select routes" to "selected destinations" and removing redundant radio button settings when that option is selected.
- Severity description field now correctly marked as required — The severity description UI field now visually reflects that it is required, eliminating silent validation confusion.
Bug Fixes
- Workflow liquid variable preview fixed for "Page Rootly On-Call" action — The action was incorrectly showing only alert liquid variables when building incident workflows; it now correctly previews incident liquid variables.
- On-call schedule shift ownership inconsistency fixed — The same calendar date was displaying different on-call owners depending on which month was being viewed; shift ownership is now consistent across monthly schedule views.
- Rotation timezone now honored in shift start notifications — Shift start notification times were ignoring the rotation's configured timezone; they are now sent at the correct local time.
- Alert timeline notes text now wraps correctly — Long text in the alert timeline notes component was being clipped instead of wrapping; it now displays fully.
- Grouping page "Learn more" link fixed — The link was pointing to a broken URL returning 404; it now correctly redirects to the alert grouping documentation.