Pluno: Escalation Copilot for Zendesk

Pluno: Escalation Copilot for Zendesk

Pluno is a tool that makes handling tough tickets easier for Zendesk users. It helps teams work together better by connecting Zendesk, Jira, and Slack. This makes solving problems quicker and keeps customers happy.

Pluno began with a simple idea: make customer support smarter and less frustrating. What started as a prototype called AwesomeQA, which handled repetitive questions, has grown into a powerful platform. Now, Pluno helps modern SaaS businesses manage support more efficiently.

Pluno does more than just handle routine questions. It makes escalation processes easier, automates workflows, and helps teams work together seamlessly. This ensures that customers have great experiences. From small startups to large enterprises, Pluno helps businesses work smarter, resolve issues faster, and keep customers happy.

Benefits

Pluno offers several key benefits:

One Click Escalations: You can send a ticket to Jira or a Slack channel with just one click from the Zendesk sidebar. This saves time and effort by reducing the need to copy information between systems.

Customizable Templates: You can define what information gets included in an escalation. Pluno''s templates auto fill details like Business Impact, Steps to Reproduce, or Customer Priority. This ensures your engineering team has all the necessary context right from the start.

Real Time Sync Across Platforms: Once a ticket is escalated, Pluno keeps the conversation going. Updates in Zendesk can be pushed to the linked Jira issue or Slack thread. This ensures everyone has the latest information without switching tabs.

Automate SLA Management: You can set up workflows to monitor your Service Level Agreements. If a response deadline is approaching, Pluno can automatically remind the appropriate team members in Jira or Slack. This helps you meet your commitments and keep customers satisfied.

Use Cases

Pluno can be used in various scenarios to make support operations smoother:

Resolving a Complex Software Bug: An agent can escalate a complex bug to Jira in one click. The pre set template automatically populates the Jira issue with the customer''s report, environment details, and reproduction steps from Zendesk. Engineers get a complete picture immediately. As they update the Jira ticket, the agent sees these updates directly within Zendesk, allowing them to inform the customer proactively.

Addressing an Urgent System Issue via Slack: A high priority alert can be escalated to a dedicated Slack channel. The core issue details are instantly shared. As the engineering team discusses and deploys a fix, key updates from Slack can be synced back to the Zendesk ticket, ensuring a consistent record and communication trail.

Ensuring VIP Customer SLAs are Met: You can set up a Pluno workflow to monitor specific Jira issues. If an issue remains unaddressed by engineering for a set time, Pluno automatically sends a reminder to the assigned engineer and notifies the support manager. This helps prevent SLA breaches and maintain high service standards.

Pricing

Pluno is currently available for free. You can install it from the Zendesk Marketplace and connect it to your Jira or Slack instances to get started.