Your Pylon contains a lot of great data - from customer requests to solutions from your agents. Bringing this context into Kapa can arm your internal teams with extra knowledge and insights that can speed up their resolution time for future tickets.

You can find the code for this exporter on our Github: https://github.com/kapa-ai/data-exporters/tree/main/pylon-exporter

Getting started

You'll need a few things to get started:

• A Pylon API key (and a bearer token).

• An S3 bucket (with any provider).

• A Kapa account, with permissions to create a new data source.

Pulling data from Pylon

Getting your data from Pylon is the first step to getting your data into Kapa. We want to grab this data from the Pylon API, get the fields that are important to us, and then output this into a format that we can do more actions on in the future.

You can check out how we do this in our pylon_fetcher.py file, where we retrieve the last 30 days of closed tickets from our Pylon instance and output this as a CSV file for the next stage. You'll need to input your own API key and bearer token for this script to work - give it a try! This will output one file:

1. pylon_closed_tickets_<timestamp>.json

Converting the data for Kapa

Now that we have the data from the Pylon API, we need to convert this into a format that Kapa will understand. Using our pylon_to_kapa.py file as a reference, we want to convert these files from the JSON format that we've saved them in in the step above into a directory of markdown files that can be uploaded to an S3 bucket that can then be ingested into Kapa. Two things will come out of this step:

1. A directory of markdown files ready to upload to an S3 bucket.

2. An index.json file that can be used to link back to the source files.

As Kapa can ingest markdown files, we are in a good place to continue to the next step of getting this data into Kapa itself.

Adding your content to Kapa

Now that we have a directory full of markdown files, we want to make sure that these are accessible to Kapa. Uploading these to an S3 bucket to make use of our S3 Bucket data source to connect the bucket to your Kapa project. Once you've uploaded this directory make a note of your credentials, and the location within the bucket that the directory has been uploaded - you will need this to set up things on Kapa's side. You'll want to insert the index.json into the same folder that the directory of markdowns containing ticket information live.

Now jump over to Kapa. You'll want to create a new data source and select "S3 Bucket" as the data source type - enter your credentials, along with the bucket details, to set this up. Once you have this set up, go ahead and save the data source and the initial ingestion will begin to start pulling in your Pylon tickets.

Putting it all together

Now that you can fetch the data and ingest it into Kapa, you should now have access to your Pylon tickets within Kapa. We recommend keeping this only for internal projects to prevent your ticket data from being accessible from external users - unless that fits your use case!

Getting your Pylon tickets into Kapa is a great way of ingesting organisational knowledge into Kapa - your agents responses can contain valuable troubleshooting information or solutions that have yet to make it into your documentation. Doing so is pretty simple and just requires a few steps - though you'll need to make sure to run this ever 30 or so days in order to get the most recent information.

We'd love to hear how you use your Pylon ticket data within Kapa, feel free to share with the Kapa team if you do ingest your Pylon tickets into Kapa!