# How Material Security uses Pylon

**90%** Share of customers who prefer to receive support

As published on [usepylon.com](https://www.usepylon.com/case-study/material). Captured by usedby on 2026-10-08.

- Company: [Material Security](https://www.usedby.ai/companies/material-security.md)
- Tool: [Pylon](https://www.usedby.ai/tools/pylon.md)
- Industry: [Cybersecurity](https://www.usedby.ai/companies/industry/cybersecurity.md)
- Teams: Product Support, Support Engineers

## What the story says

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.

> 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

## What usedby checked

We compared the story with its live page on 2026-10-08.

- Checked: the figure 90% is on the page; its label is our wording.
- Checked: the passage quoted above is copied word for word from the page, near the name of Material Security.
- Checked: Material Security uses Pylon. Confirmed line. Latest check across sources: 2026-10-08.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/material-security-pylon · How we check: https://www.usedby.ai/methodology