Pluno: Escalation Copilot for Zendesk - Periodic customer updates without babysitting Jira & Slack
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 🙏
@koalabs How customizable are the AI escalation rules?
Pluno
@masump Great question!
There are two major things you can configure:
1) AI workflows: These are rules you can define in natural language and they're highly customizable. It can be something from as simple as "Don't mention any ETAs to the customer" to something like "If the user is talking about pricing directly escalate the ticket to a human".
2) Escalation template: These make sure that all information is contained in the Jira issue / Slack thread, e.g. it can look like this:
What's something you would like to cover with the AI escalation rules, Masum?
CastRecap
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 :)
I’ve always wrestled with the gap between “support ticket” and “engineering task,” so an auto‑generated hand‑off feels like a real sanity‑saver. Questions popping into my head:
How granular can I get with the status updates before customers feel spammed?
Do you surface churn‑risk signals if an escalation drags on?
Quick thought: a small “time‑to‑resolution” badge next to each ticket could help support leads spot hotspots at a glance. Would love to hear if that’s on your roadmap! 🙌
Pluno
@gianmaria_caltagirone Great points!
You can use our AI Workflows for this. Simply set up something like:
Same for surfacing churn-risk signals:
We implemented the workflows after hearing that everyone has different guidelines how to communicate with their customers. The feature basically allows you to customize your agent to fit your needs :)
Adding a time-to-resolution indicator is a great idea, happy to put it on the roadmap right away!
@korbinian_abstreiter Thanks a ton for the detailed pointers! 🙏 Really appreciate you adding the time‑to‑resolution badge to the roadmap; I think that small visual will save managers precious minutes during stand‑ups.
Pluno
@gianmaria_caltagirone 100%, thanks for the suggestion!
Please continue the awesome feedback when trying it out, we're doing our best to ingest all of it and use it to iterate on the product in lighting speed ⚡️
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.