Pylon MCP Server

Pylon is a customer support platform that unifies conversations from Slack, email, Microsoft Teams, chat widgets, and more into a single inbox for B2B support teams.

Tools

Last Updated

Nov 2, 2026

What is the Pylon MCP Server?

The Pylon MCP server gives AI agents structured, permission-aware access to Pylon through the Model Context Protocol. With 27 pre-built actions, agents can read, create, and update Pylon data on behalf of authorized users.

Willow ships the Pylon MCP server as part of an enterprise control plane. Every call runs behind SSO (Okta, Azure AD), enforces RBAC and least-privilege at runtime, writes to a full audit trail, and integrates with Splunk and Loki for SIEM visibility. Connect from Claude Desktop, Claude Code, Cursor, ChatGPT, VS Code, n8n, or any custom agent. Install once, distribute org-wide, and see exactly how Pylon is being used by every AI agent in your stack.

Tools

List Issues

Get a list of issues within a specified time range. Both start_time and end_time are required in RFC3339 format (e.g. '2025-01-01T00:00:00Z'). The duration between them must be 30 days or less. Returns issues with their state, assignee, requester, tags, and metadata.

Search Issues

Search for issues using advanced filters. Supports filtering by fields such as state, assignee_id, team_id, requester_email, tags, source, type, and more. Operators include equals, not_equals, contains, in, not_in, time_is_after, time_is_before, and compound operators (and, or). Returns paginated results.

Get Issue

Retrieve full details of a specific issue by its ID or issue number. Returns comprehensive information including title, body, state, assignee, requester, tags, source, external issues, CSAT responses, and timing metrics.

Create Issue

Create a new issue in Pylon. At minimum, title and body_html are required. You can optionally set the requester, assignee, team, tags, priority, custom fields, and destination (email, slack, in_app_chat, sms, or internal).

Update Issue

Update an existing issue. You can change the state, assignee, team, tags, priority, title, and custom fields. State values: new, waiting_on_you, waiting_on_customer, on_hold, closed (or a custom status slug).

Delete Issue

Permanently delete an issue by its ID. This action cannot be undone.

Snooze Issue

Snooze an issue until a specified time. The issue will reappear at the given time. Provide the time in RFC3339 format.

Get Issue Messages

Retrieve all messages on an issue, including customer-facing replies and internal notes. Messages are grouped by thread. Each message includes the author, HTML body, source, timestamp, and whether it is private (internal note).

Reply to Issue

Send a customer-facing reply on an issue. The reply will be visible to the requester and delivered via the issue's channel (email, Slack, etc.). Requires the body_html and the message_id of the message being replied to.

Add Internal Note

Create an internal note on an issue. Internal notes are not visible to the requester. Provide either thread_id (from Get Issue Threads, use the 'id' field) or message_id (to reply to an existing note). If neither is provided, a new thread is created.

Get Issue Threads

Get all threads on an issue. Threads group messages together - there are customer-facing threads (email, Slack) and internal threads for notes. Use the returned thread 'id' field when creating internal notes via Add Internal Note.

Create Issue Thread

Create a new thread (container) on an issue. After creating a thread, add notes to it using Add Internal Note with the returned thread 'id'.

List Accounts

Get a list of all accounts (companies/organizations) in your Pylon workspace. Returns account details including name, domain, owner, tags, custom fields, and associated channels.

Search Accounts

Search for accounts using advanced filters. Filter by fields like name, domain, tags, owner_id, custom fields, and more. Supports operators: equals, not_equals, contains, in, not_in, string_contains, is_set, is_unset, and compound operators (and, or).

Get Account

Retrieve full details of a specific account by its ID. Returns the account's name, domains, owner, tags, custom fields, channels, CRM settings, and activity timestamps.

Create Account

Create a new account (company/organization) in Pylon. At minimum, a name and domain are required.

Update Account

Update an existing account's properties. You can change the name, owner, tags, and custom fields.

Search Contacts

Search for contacts (end-users/customers) using filters. Filter by fields such as name, email, account_id, tags, and custom fields. Supports operators: equals, not_equals, contains, in, not_in, string_contains, is_set, is_unset, and compound operators (and, or).

Get Contact

Retrieve full details of a specific contact by their ID. Returns name, email, account, tags, custom fields, and associated metadata.

Create Contact

Create a new contact in Pylon. Contacts represent end-users or customers who interact through issues.

Update Contact

Update an existing contact's properties such as name, email, account, title, tags, and custom fields.

List Teams

Get all teams in your Pylon workspace. Teams are used to organize and route issues to groups of support agents.

List Users

Get all users (support agents/team members) in your Pylon workspace. Returns user details including name, email, and role.

Get Me

Retrieve details about the organization associated with the current API token. Use this to verify your token is working and to get your organization information.

List Knowledge Bases

Get all knowledge bases in your Pylon workspace. Knowledge bases contain collections and articles for self-service customer support.

List Articles

Get all articles in a specific knowledge base with pagination. Returns article title, slug, published status, content (HTML), and visibility configuration.

List Tags

Get all tags available in your Pylon workspace. Tags are used to categorize and label issues and accounts.

Customize Tools

Edit descriptions, modify arguments, select tools, or add new ones

Set Up Your Pylon MCP Server in Minutes

Add the following configuration to your MCP client. Authentication is handled via OAuth. Compatible with Claude Desktop, Claude Code, Cursor, ChatGPT, VS Code, n8n, and any MCP-compatible agent.

Claude Desktop

claude_desktop_config.json

{
  "mcpServers": {
    "willow-pylon": {
      "type": "http",
      "url": "https://<org>.mcp-s.com/mcp/mcp/pylon"
    }
  }
}

Cursor

.cursor/mcp.json

{
  "mcpServers": {
    "willow-pylon": {
      "type": "http",
      "url": "https://<org>.mcp-s.com/mcp/mcp/pylon"
    }
  }
}

Claude Code

CLI

claude mcp add willow-pylon --transport http https://<org>.mcp-s.com/mcp/mcp/pylon

n8n

HTTP Request Node

{
  "url": "https://<org>.mcp-s.com/mcp/mcp/pylon",
  "method": "POST"
}

Or click "Install with Willow" above to set up automatically with SSO and RBAC preconfigured.

Enterprise Governance for Pylon

Willow adds the layer Pylon and every other SaaS doesn't ship out of the box: every call runs behind SSO (Okta, Azure AD), enforces RBAC and least-privilege at runtime, writes to full audit logs, and detects shadow AI usage across your stack. One MCP gateway. Any agent. Every tool.

Pylon MCP Server FAQ

What is the Pylon MCP server?

The Pylon MCP server is a Model Context Protocol implementation that lets AI agents like Claude, Cursor, and ChatGPT read and write Pylon data through a standardized interface. Willow hosts and governs this server so enterprises can roll it out without a security review backlog.

How is Willow's Pylon MCP server different from the official one?

The official Pylon MCP server is scoped to a single user's account and does not include enterprise governance. Willow's version adds SSO, RBAC, audit logging, shadow AI detection, and centralized control over which actions agents can take across the entire org.

Which AI clients work with the Pylon MCP server?

Claude Desktop, Claude Code, Cursor, ChatGPT, VS Code with MCP support, n8n, and any custom agent built with OpenAI Agents SDK, LangChain, Vercel AI SDK, or Anthropic SDK.

Is the Pylon MCP server secure? How does Willow handle authentication?

Every call runs behind your existing SSO (Okta, Azure AD). Per-user OAuth scopes the agent to exactly what that user can do in Pylon, nothing more. No credentials reach the LLM. Every action writes to an audit trail.

Can I limit which Pylon actions agents can take?

Yes. Willow lets you scope agents to specific actions, specific projects, or specific environments. Toggle actions on or off in the dashboard, or enforce policy via infrastructure-as-code through GitHub.

How do I detect shadow Pylon MCP servers in my org?

Willow's browser extension and discovery service surface unmanaged MCP servers, skills, and AI agents across the org. If a developer installed an unapproved Pylon MCP locally, you'll see it.

What does the Pylon MCP server cost?

Pricing depends on org size and deployment model (SaaS, dedicated cloud, self-host). See withwillow.ai/pricing or contact sales for a quote.

How do I install the Pylon MCP server with Willow?

Install via the Willow Connect Panel in one click, or paste the JSON snippet above into your Claude Desktop, Cursor, or Claude Code config. SSO and RBAC inherit from your existing Willow setup.