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Bringing your Pylon history into Plain takes a short script built on the Plain API. Your team keeps every past conversation, searchable alongside live ones, from the day you switch. This page covers how Pylon’s data maps onto Plain’s and the decisions to make before you run it.

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What gets imported

  • Contacts → Customers
  • Issues → Threads
    • You choose which Pylon states land as Done and which stay Todo
    • All messages including internal notes are carried over. Notes appear as internal comments in Plain
  • Tags → Labels
  • Original timestamps: every thread and every message keeps the date it had in Pylon, so your history stays in order
  • A link back to the original issue, so anyone reading the thread in Plain can still find it in Pylon
CSAT ratings and custom fields on issues are not imported. See Migrating from another tool for the full picture of what you’ll rebuild in Plain. Importing history doesn’t trigger SLAs, auto-responses, or workflows, so nothing goes out to your customers and no SLA clocks start on old tickets.

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Mapping Pylon onto Plain

A few decisions to make before you write the script:
  • Statuses. Plain has three status groups: Todo, Snoozed, and Done. Decide which of your Pylon states land as Done and which stay Todo. If the original state matters for reporting, add it as a label so you keep it.
  • Accounts. Plain sets a customer’s Company automatically from their email domain, so most teams get their account grouping back without mapping anything. If your accounts don’t line up with domains, create a Tenant per account instead and attach customers to it.
  • Issue IDs. Use the Pylon issue ID as each thread’s external reference. That’s what makes the import safe to re-run.
  • Slack and Teams issues. Issues that started in a shared Slack or Microsoft Teams channel come across as threads with their message history. Connecting those channels for live support is set up separately, in Channels.
  • Assignees. Decide which Pylon users map to the users you’ve already invited to Plain, and what to do with anyone who has left.

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Running the import

The script itself works the same way for any tool, so the walkthrough lives in one place: Building your own ticket importer covers the steps, what makes the import safe to re-run, and how to start with a small batch before running the rest. Importing threads in the developer docs has the API reference and examples of each call. If you’d like a hand scoping the script or a review before you run it at full volume, email help@plain.com.