Feedback triage that works with the support tool you keep.
Pylon is a support platform. Modem is the triage layer on top of support, chat, and analytics: it clusters what customers say into topics and puts each one in front of the engineers who can ship it.
Slack
now
csv export broken again??
Intercom
2m
New conversation: export times out
GitHub
9m
#2210 Export 504s over 10k rows
Linear
1h
Customer escalation: exports
Ask a follow-up
"which customers hit this most?"
Pull a report
impact by plan and segment
Set up an automation
recurring: watch for regressions
Implement the fix
ENG-318 assigned, loop closes
Modem
4 sources · 23 reports
CSV exports failing — routed, ENG-318
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See how we transform cross-platform information into insights that drive product execution.
Why engineering teams add Modem
Keep your support tool
Modem connects to Zendesk, Intercom, and Jira Service Management rather than replacing them, and adds chat, code, and analytics on top.
Triage across every source
A feature request in a support ticket meets the same request from Discord and a Gong call in one topic.
In front of engineers
Topics carry the customer quotes to the engineers who ship the fix, and Modem can hand them to a coding agent.
Modem vs Pylon
| Pylon | Modem | |
|---|---|---|
| Category | B2B support platform | Feedback triage |
| Built for | Support and CS teams | Engineering teams |
| Feedback capture | From its own support threads | From support, chat, code, calls, and analytics |
| Who acts | Support and CS teams | The engineer who ships it |
| Replaces your helpdesk | Yes, that is the product | No, it connects to it |
Because coding isn't the slow part
Teams are still spending too many cycles chasing down feedback, curating their backlog, and following up with users. Tedious work often done by a single person who holds all the context and bottlenecks execution. Modem fixes that.
Build what's actually important
Every bug report, every feature request, automatically clustered and prioritized
Unified company & user profiles to understand who matters and who can wait
Spot emerging trends before they become fires
New ConversationWhat are the biggest issues my customers are facing?
Here are three conversations from this week with lots of activity and high priority customers:
High
High
Medium
ProductI've been encountering frequent timeout errors when trying to search in the web app
@modem can you make a ticket for this, include any other relevant conversations, and assign me?
Done! This problem has been mentioned by two external customers as well. I've included a rollup in the ticket.
Timeout issues when searching in web app
Issue ENG-2831 in Linear
Multiple customers have reported timeout errors when searching in the web app. Here is...
Act on problems you didn't know you had
Get alerted to user concerns as they happen, not days later
Create detailed tickets straight from chat or through automations you set up
Delegate tasks to coding agents with the context they need to be successful
Close the loop at scale
Draft follow-ups to customers when their requests ship
Generate user-tailored release notes from GitHub PRs and Linear tickets
Automate personalized recurring digests, triage reports, and more in plain English
New ConversationCan you send our customers release notes every Monday at 9am based on what we've merged?
I created a scheduled task to post release notes for your customers based on your team's Github and Linear history:
Post Release Notes
Every Monday at 9am PT
Would you like me to ask you first with the notes for approval?
Not just an agent – a multiplayer platform
Built on a real-time discussion graph
Long-term memory sourced from user and team discussions
No tagging, no triaging — it just organizes itself
Semantic search that finds what you mean, not just what you type
Close the product gap
