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.

Why Support Teams and Customers Love It?

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

What's Included

• 1-Click Escalation to Jira or SlackSend tickets directly from Zendesk to Slack or Jira with all necessary context filled in, no manual effort required.

• Automated Ticket Summaries Based On Custom Escalation TemplatesPluno gathers key details, prior troubleshooting steps, and relevant information into a clean, consistent format tailored to your workflows.

• Bi-directional Communication SyncWhenever there's a relevant update on Jira/Slack, Pluno adds an internal comment on Zendesk and generates a suggested message for updating the customer.

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

• AI Workflows for Escalation RulesDefine 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.

Success Stories

Explore more success stories.

Security & Compliance

• Detailed security and data protection policies.

FAQs

• Is Pluno free to use?For now, Pluno is free with all features included.

• Is there a limit to how many tickets I can escalate and manage with Pluno?Pluno supports unlimited ticket escalations and management simultaneously.

• Which support channels does Pluno work with?Supports escalations from email and web widget conversations.

• 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.

Support & Maintenance

• Reach us via our website, or email. Your call.
• Fast response times: within a few hours
• Onboarding help is available

• Weekly feature updates and improvements

• Follow our changelog

This app requires access to the conversations API for advanced customizations (included in Zendesk Suite Professional plans or above). See About Sunshine Conversations for more information.