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How Material Security uses Pylon

90%

Share of customers who prefer to receive support

As published on usepylon.com. Captured by usedby on Oct 8, 2026.

What happened

Material Security's product support team uses Pylon as its ticketing platform, replacing a Slack-based support process. It handles customer support across Slack, Microsoft Teams, email and in-app chat, and integrates with Linear for bug tracking and escalation to engineering.

Summary written by usedby from the source page, in English. The figures are those of Pylon and Material Security, not ours.

Since adopting Pylon, Material Security has reduced resolution times, streamlined bug tracking through Linear, and gained access to deeper reporting and analytics.

From the page. usepylon.com, captured Oct 8, 2026

After working extensively with industry standard big-box ticketing systems, it became glaringly obvious that a ticketing tool could be done better. I knew that I needed a tool that was highly flexible and customizable but didn't knew that a tool like that actually existed until I encountered Pylon.

Esther Disbot, Head of Product Support at Material Security, Material Security. Source, captured Oct 8, 2026

What the story claims, and what we checked

We compared the story with its live page on Oct 8, 2026.

  • The figure: 90%CheckedThe figure is on the page; its label is our wording.
  • The passage quoted aboveCheckedCopied word for word from the page, near the name of Material Security.
  • Material Security uses PylonCheckedConfirmed line. Latest check across sources: Oct 8, 2026.
  • The result itselfNot checkedWe quote it; we did not measure it.

Same company, same tool or same industry.

2 weeks“Ada completed their migration in 2 weeks with zero disruption”Ada uses Pylon. Another customer of Pylon50 minutes to under 3.5 minutes“First response times have improved from 50 minutes to under 3.5 minutes for support issues”Coalesce uses Pylon. Another customer of Pylon99%“Ticket volume scaled 10x with 99% faster resolution time”CodeRabbit uses Pylon. Another customer of Pylon