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How Sardine uses Pylon

90%

“First response time decreased 90%, from 35 minutes to under 3.5 minutes”

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

What happened

Sardine replaced Zendesk with Pylon as its core post-sales and support platform, unifying B2B and B2C support, Slack and Teams customer channels, internal collaboration and workflows in one workspace. It also uses Pylon's AI features such as Ask AI and AI-drafted replies.

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

  • 5 days“Full Zendesk migration in 5 days, including 120,000 tickets, 50+ workflows, and 20+ external automations”
  • ~35%“~35% reduction in manual support hours, despite a 25% increase in ticket volume”
  • 6x“6x company growth supported by the same support team size, showing Pylon's ability to scale without bloating headcount”
  • 400“Centralizes conversations across Slack and Teams, spanning more than 400 customer channels”

First response time decreased 90%, from 35 minutes to under 3.5 minutes, while maintaining 24/7 coverage across time zones

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

We’re still the same size team, but we’re supporting 6x the business volume. That kind of scale just isn’t possible without an AI and collaboration first system like Pylon.

Duke Puniani, Head of Post-Sales, Sardine. 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%CheckedPrinted word for word on the page, near the name of Sardine.
  • The passage quoted aboveCheckedCopied word for word from the page, near the name of Sardine.
  • The numbers in our summaryCheckedEach one is printed on the page.
  • Sardine 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