Pluno: Escalation Copilot for Zendesk - Periodic customer updates without babysitting Jira & Slack
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Escalate Zendesk tickets to Slack or Jira in one click, with full context & key details via smart, customizable summary templates. Keep teams aligned & customers updated; no manual tracking, no missed updates. Faster resolutions, better support, higher CSAT.
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Pluno
Zendesk is where support lives. It’s fast, focused, and built for productivity.
But the moment a ticket needs engineering, the flow breaks.
Now you’re pasting context into Jira. Or pinging someone on Slack. Or both.
You’re copying logs, linking tickets, summarizing customer pain. Just to get the issue in front of the right person.
And then? You’re switching back and forth, hoping for updates.
That context lives in Zendesk. But the fix happens somewhere else.
Pluno keeps those worlds in sync. Escalate from Zendesk in one click. Engineers get what they need in Jira or Slack. You stay in the flow, and the customer gets timely updates, without manual chasing.
No more babysitting. No more silence. Just visible, moving tickets with a clear path to resolution.
Key features:
- One-click escalations from Zendesk to Slack or Jira
- Creates summaries based on customizable escalation templates using the full ticket context
- Bi-directional (Zendesk ↔️ Slack/Jira) Communication Sync
- AI Workflows for Escalation Rules
Who it’s for:
Pluno is built for SaaS support teams who want less stress and a smooth and reliable escalation process. If you’re tired of the manual escalation chaos, we made this for you.
It’s perfect for teams using Jira or Slack for escalations and trying to:
- Remove manual steps and redundant steps, and back-and-forth in the escalation process.
- Reduce errors and missed follow-ups.
- Keep their customers in the loop about the progress of their issues.
- Improve resolution times and CSAT.
- Help every agent use their time better and get more done.
- Stay lean and keep processes scalable without adding headcount.
Launch offer:
Pluno is free for now. We’d love for you to try it and tell us what works, what doesn’t, and what you’d love to see next.
Your feedback means everything. Drop any thoughts or questions below, we’re all ears! 💬
Thanks for checking us out 🙏
Pluno
Thanks @divyansh_tiwari7, really appreciate the positive feedback!
Liked the idea! I'm gonna give it a try definitely. Congrats in advance anyway!!! All the best here
Pluno
@german_merlo1 Thanks, Germán!
Let me know if any questions or feedback come up. Always happy to help :)
Streamlined ticket escalations are a must! 👍
Pluno
@shenjun Totally agree!
Congrats on the launch! This looks like a great product to keep engineering and support aligned.
How does the communication sync work? Do all the Jira comments get forwarded to the support team?
Pluno
@t03i
We’re using our AI pipeline to evaluate every update on an escalation, including Jira comments, for relevance to other teams or the customer.
This lets engineers discuss implementation details in Jira without automatically triggering an update to the support team.
And when there’s a relevant update, like a timeline estimate for a fix, the AI detects it and forwards it to the support team, so they can inform the customer.
You will be surprised how well this works. Feel free to give a try and share your feedback :)
Postmodern.
Strong team and a killer product
Pluno
Thanks @metabright, really appreciate your kind words!
Really like the concept! Looks like a huge time-saver for support teams. Congrats on the launch and best of luck! :)
Gave Pluno a try—makes Zendesk escalations to Jira and Slack a lot cleaner. Cuts down the manual work and keeps everyone in the loop. Worth checking out if you’re in support.