Pluno: Escalation Copilot for Zendesk

Product Introduction

1. Pluno: Escalation Copilot for Zendesk is a workflow automation tool designed to streamline the escalation of Zendesk support tickets to Slack or Jira while maintaining full context and reducing manual effort. It integrates directly into Zendesk’s interface, enabling agents to escalate tickets in one click using customizable templates that auto-populate critical details like business impact, reproduction steps, and customer priority. The tool ensures cross-platform synchronization of updates between Zendesk, Jira, and Slack, eliminating silos and keeping all stakeholders aligned.
2. The core value of Pluno lies in accelerating ticket resolution cycles, reducing human error in cross-tool communication, and improving customer satisfaction (CSAT) through automated status updates. By automating context transfer and update tracking, it allows support teams to focus on customer interactions while engineering teams receive structured, actionable data. The product also enforces SLA compliance through AI-driven workflows that proactively nudge teams to meet deadlines.

Main Features

1. One-Click Escalation with Smart Templates: Agents escalate tickets to Jira or Slack directly from Zendesk using predefined templates that auto-fill fields like “Business Impact,” “Steps to Reproduce,” and custom Jira fields. Templates are fully customizable to match organizational workflows, ensuring engineers receive complete context without manual data entry. This feature supports multi-tool escalation, allowing teams to choose between Slack threads or Jira tickets based on issue severity.
2. Real-Time Cross-Platform Sync: Pluno automatically tracks updates across Zendesk, Jira, and Slack, ensuring all changes are reflected in real time. For example, customer follow-ups in Zendesk are added to the corresponding Jira ticket or Slack thread, while engineering updates in Jira/Slack are visible within Zendesk. This bidirectional sync prevents missed updates and eliminates the need for agents to manually check external platforms.
3. AI-Driven SLA Workflows: Users configure automated SLA enforcement using natural language instructions (e.g., “nudge assignee after 48 hours if unresolved”). Pluno monitors deadlines, sends reminders to responsible teams, and alerts managers about potential breaches. The system also auto-updates customers via Zendesk when SLAs are at risk, maintaining transparency without agent intervention.

Problems Solved

1. Fragmented Escalation Processes: Traditional workflows require agents to manually copy-paste ticket details into Jira/Slack, leading to incomplete context, formatting errors, and delays. Pluno eliminates this by automating context transfer and ensuring engineers receive standardized, actionable data.
2. Support Teams in SaaS Companies: The product targets Zendesk-based support teams at SaaS organizations that handle frequent cross-departmental escalations to engineering (via Jira) or internal teams (via Slack). It is particularly valuable for teams managing high ticket volumes with complex technical issues.
3. Cross-Tool Misalignment: When tickets move to Jira/Slack, support agents lose visibility into resolution progress, causing delays and customer frustration. Pluno solves this by syncing updates bidirectionally, enabling agents to respond to customer queries without switching tools.

Unique Advantages

1. Deep Zendesk-Jira-Slack Integration: Unlike generic integrations, Pluno supports custom Jira fields and Slack thread formatting, adapting to existing workflows without requiring engineering customization. It also syncs attachments, tags, and internal notes across platforms.
2. Context-Aware Automation: The tool intelligently routes follow-up questions from engineering back to Zendesk agents, who can reply directly within the ticket interface. This ensures customer communication remains centralized and traceable.
3. Zero-Overhead Adoption: Pluno requires no code changes or complex onboarding—users install it via the Zendesk Marketplace, connect Jira/Slack accounts, and configure templates in minutes. The AI workflows use plain-language setup, reducing dependency on technical staff.

Frequently Asked Questions (FAQ)

1. How does Pluno handle data security between Zendesk, Jira, and Slack? Pluno uses OAuth 2.0 for secure API access and encrypts all data in transit (TLS 1.3+) and at rest (AES-256). It complies with GDPR and CCPA standards, and access permissions are scoped to minimize data exposure across integrated platforms.
2. Can Pluno escalate to both Jira and Slack simultaneously? Yes, users can configure escalation rules to send tickets to Jira for tracking and Slack for real-time team discussions. Updates in either platform are synced back to Zendesk, ensuring full visibility.
3. Is there a cost for using Pluno during the free tier? Pluno is currently free with no usage limits, though premium features may be introduced later. The free version includes all core functionalities, including custom templates, SLA workflows, and unlimited escalations.