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Today we’re launching Devin’s integration with Pylon. Support teams can get Devin to start investigations directly from Pylon, and engineers can pick them up with the first pass of work already done. To help teams get started, we’re giving new Devin customers on Pylon $15,000 in Devin credits. Customers don’t just want a quick response, they want their issues fixed. But support teams often can’t deliver that resolution themselves. They can validate a bug, gather details and escalate to engineering, but have to wait for engineering to investigate, find a fix, and report back. Devin’s native Pylon integration closes that gap. When a ticket is flagged for engineering, Devin starts right away: digging into logs, reproducing the bug, finding the root cause, and opening a PR with a fix. Support follows progress in Pylon, engineers take over the linked session to land the fix, and updates sync both ways automatically, so no one has to relay context or chase status. Beyond bug reports, support teams can use Devin in Pylon to run codebase search for answers to product questions, generate screenshots and video demos, and scope out implementations for small feature requests—all without leaving Pylon. Instead of just passing a ticket to engineering, support can hand over a shared Devin session which has already completed a repro, RCA, and opened a PR with a proposed change. Less coordination, more resolution Many teams use Pylon to manage customer support, from answering product questions to triaging bug reports and feature requests. But when an issue requires an engineer, the path to resolution can spread across Pylon, Linear tickets, Slack messages, and multiple local agent sessions, with teammates copying and pasting context between them. Even teams already using coding agents still have to connect the dots. Someone turns the customer’s report into an engineering ticket. An engineer starts an agent session and supplies the context. New details arrive from the customer that need to be carried over. Findings come back and need to reach support. Each step depends on someone noticing, switching tools, and moving the work forward. Some teams have gone to considerable lengths to establish a connected workflow. We have seen customers setting up a local agent on a schedule to check for new and updated Pylon tickets, post relevant context on Slack, and tag Devin to investigate, backed by a 1,500-line instruction file covering codebase and support process details. Even with this setup, resolution would often take over an hour. With Pylon and Devin, that investigation is managed by a shared, multiplayer, ongoing session. Pylon helps identify issues that need engineering attention, and triggers pull Devin in to begin the work. New customer details flow into the same session. When an engineer joins, they can review what Devin has found and continue from there, instead of starting from scratch with another agent. Support stays in Pylon. Engineers work with Devin where they already collaborate in Slack or Linear. Both teams follow the same investigation, without any human needing to play messenger. Closing the loop in action A customer reports in a Pylon ticket that rate-limited API requests return a server error (500) instead of a rate-limit response (429). In a manual workflow, support gets a local agent to summarize the issue, creates a Linear ticket, and posts in Slack to find an engineer who can fix the bug. The engineer starts their own local coding agent session to gather the customer’s examples and start investigation. When a fix is ready, someone links the PR to the tickets and tells support what changed. Every new customer detail or engineering update makes the same manual round trip between tools. With the new Pylon-Devin integration: With Devin in Pylon, support teams can push customer issues towards a fix instead of just passing them along. Engineering gets a head start, and both teams stay connected from first report through resolution. Get started New Devin customers on Pylon: Reach out to your Pylon account team to get $15,000 in Devin credits and help setting up the integration. Want to see it in action? Join our webinar to learn more about the integration. Learn more about the Devin Pylon integration on our docs.
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