AI and Bots

Product and Project Management

Overview

Pluno handles escalations for you; one click escalates tickets from Zendesk to Jira or Slack, complete with all the context needed to jump in and fix the issue.

How? 🤔

A smart summary is auto-compiled from a customizable escalation template, context intact, so the receiving team has everything to act right away.

And here comes the best part 😉

Pluno keeps customers informed automatically, without manually tracking Jira or Slack, boosting efficiency, reducing missed updates, and improving response times and satisfaction.
<a href="https://youtu.be/N43r2FghtN4"><img src="https://shorturl.at/REQet" alt="8.png"></a>

<h2>Why Support Teams and Customers Love It?</h2>

Manual escalations now happen instantly, full context upfront, feedback flows back into Zendesk, and customers stay in the loop with periodic progress updates.

<img src="https://shorturl.at/x3VQi" alt="1.png">

<h2>What&#39;s Included</h2>

<ul>
<li>1-Click Escalation to Jira or Slack
Send tickets directly from Zendesk to Slack or Jira with all necessary context filled in, no manual effort required.</li>
</ul>

<img src="https://shorturl.at/uouOG" alt="2.png">

<ul>
<li>Automated Ticket Summaries Based On Custom Escalation Templates
Pluno gathers key details, prior troubleshooting steps, and relevant information into a clean, consistent format tailored to your workflows.</li>
</ul>

<img src="https://shorturl.at/5DlDa" alt="3.png">

<ul>
<li>Bi-directional Communication Sync
Whenever there&#39;s a relevant update on Jira/Slack, Pluno adds an internal comment on Zendesk and generates a suggested message for updating the customer.</li>
</ul>

Likewise, any new replies from the customer are synced back to the escalated issue, keeping the escalation team in the loop.

<img src="https://shorturl.at/UjQif" alt="4.png">

<ul>
<li>AI Workflows for Escalation Rules
Define rules in plain language. For example, auto-nudge the escalation team if no update within a set time, or block updates like timelines from ever reaching customers.</li>
</ul>

<img src="https://shorturl.at/BduXW" alt="5.png">

<h2>Success Stories</h2>

<img src="https://shorturl.at/sRFo1" alt="6.png">

Explore more <a href="https://pluno.ai/success-stories">success stories</a>.

<h2>Security &amp; Compliance</h2>

<ul>
<li>Detailed <a href="https://www.notion.so/6d2fcec491384daaa135e3b8da0b9c6e?pvs=21">security and data protection policies</a>.</li>
</ul>

<img src="https://shorturl.at/dZGTp" alt="7.png">

<h3>FAQs</h3>

<ul>
<li>Is Pluno free to use?
For now, Pluno is free with all features included.</li>
<li>Is there a limit to how many tickets I can escalate and manage with Pluno?
Pluno supports unlimited ticket escalations and management simultaneously.</li>
<li>Which support channels does Pluno work with?
Supports escalations from email and web widget conversations.</li>
<li>Do I need technical skills to set up or use Pluno?
Setup takes under 10 minutes, and everything is customizable in plain text with no coding required.</li>
</ul>

<h2>Support &amp; Maintenance</h2>

<ul>
<li>Reach us via our <a href="https://pluno.ai/">website</a>, or <a href="mailto:support@pluno.ai">email</a>. Your call.</li>
<li>Fast response times: within a few hours</li>
<li>Onboarding help is available</li>
<li>Weekly feature updates and improvements</li>
<li>Follow our <a href="https://pluno.ai/changelog">changelog</a></li>
</ul>

This app requires access to the conversations API for advanced customizations (included in Zendesk Suite Professional plans or above). See <a href="https://support.zendesk.com/hc/en-us/articles/6380323137306-What-is-Sunshine-Conversations-and-how-does-it-work">About Sunshine Conversations</a> for more information.

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