pylon-support_skill

Overview

This skill provides lightweight command-line tooling to interact with the Pylon REST API so you can list and inspect support tickets, post internal notes or customer replies, and run ad-hoc API calls. It includes a general request wrapper, a quick issue lister, and a shared client helper for authentication and JSON parsing. Configure via an API token and optional base URL override for staging.

How this skill works

The skill uses a shared client to attach the Pylon API token and base URL, then issues HTTP requests to endpoints such as /issues and /issues/<id>/messages. A listing script fetches issues with common filters and supports pagination via cursors. A general-purpose request script accepts path, method, query params, and body payloads to perform any supported API operation.

When to use it

• Audit or triage your support queue from the terminal
• Fetch a single issue's metadata and full message history
• Post internal notes or public customer replies without the UI
• Change issue state or snooze windows via PATCH calls
• Run one-off or scripted Pylon API calls not covered by other tools

Best practices

• Create a scoped Pylon API token with only the permissions you need
• Export PYLON_API_TOKEN in your environment before running scripts
• Use the listing script each morning to triage items in state waiting_on_you
• Pass JSON bodies with --data or --data-file and test in staging by overriding the base URL
• Use internal notes (is_private=true) for handoffs and sensitive context

Example use cases

• Daily triage: list issues in state waiting_on_you and follow up
• Deep dive: fetch /issues/<id> and /issues/<id>/messages to review history
• Status update: PATCH an issue to waiting_on_customer after contacting product
• Internal handoff: POST a private message to an issue before tagging a teammate
• Ad-hoc call: run arbitrary endpoints (users, contacts, tags) when investigating