What is Pluno?
Navigating customer support often means bridging communication between different teams and tools. When a Zendesk ticket needs input from your engineering team via Jira, or quick attention from developers in Slack, the process can become fragmented. Manual data entry, lost context, and constant follow-ups not only consume valuable time but can also impact your customer satisfaction. Pluno for Zendesk is here to simplify this crucial workflow, connecting your support operations seamlessly. It empowers your team to escalate issues efficiently, keep everyone informed, and ultimately resolve customer problems faster.
Key Features: Your Toolkit for Smoother Escalations
Pluno for Zendesk offers a focused set of features designed to remove friction from your ticket escalation process:
🚀 Initiate One-Click Escalations: Directly from the Zendesk sidebar, you can send a ticket to Jira or a designated Slack channel with a single click. This significantly reduces the manual effort and time your agents spend copying information between systems.
📝 Utilize Customizable Templates: Define what information gets included in an escalation. Pluno’s flexible templates auto-fill details like "Business Impact," "Steps to Reproduce," or "Customer Priority," and even support your custom Jira fields. This ensures your engineering team receives all necessary context right from the start.
🔄 Maintain Real-Time Sync Across Platforms: Once a ticket is escalated, Pluno keeps the conversation flowing. Customer updates in Zendesk can be pushed to the linked Jira issue or Slack thread. Engineering updates or questions in Jira are visible to the agent within Zendesk, ensuring everyone has the latest information without switching tabs.
⏱️ Automate SLA Management: Configure workflows to monitor your Service Level Agreements. If a response deadline is approaching for an escalated ticket, Pluno can automatically nudge the appropriate team members in Jira or Slack, helping you meet your commitments and keep customers satisfied.
How Pluno for Zendesk Works in Practice
Imagine these common scenarios, but without the usual headaches:
Resolving a Complex Software Bug: An agent, Sarah, identifies a complex bug reported by a customer in Zendesk. With Pluno, she escalates it to Jira in one click. The pre-set template automatically populates the Jira issue with the customer’s report, environment details, and reproduction steps from Zendesk. Engineers get a complete picture immediately. As they update the Jira ticket, Sarah sees these updates directly within Zendesk, allowing her to inform the customer proactively.
Addressing an Urgent System Issue via Slack: A high-priority alert comes into Zendesk indicating a service disruption. The support lead needs to get engineering involved fast. Using Pluno, they escalate the ticket to a dedicated #ops-urgent Slack channel. The core issue details are instantly shared. As the engineering team discusses and deploys a fix, key updates from Slack can be synched back to the Zendesk ticket, ensuring a consistent record and communication trail.
Ensuring VIP Customer SLAs are Met: Your team has committed to a 2-hour internal follow-up SLA for escalated tickets from VIP customers. You can set up a Pluno workflow that monitors these specific Jira issues. If an issue remains unaddressed by engineering for 90 minutes, Pluno automatically sends a reminder to the assigned engineer and notifies the support manager, helping to prevent SLA breaches and maintain high service standards.
Conclusion: Focus on Support, Not System Juggling
Pluno for Zendesk is built for SaaS support teams who want to optimize their escalation process and improve cross-team collaboration. By minimizing manual work, keeping crucial context intact, and ensuring all stakeholders stay informed, Pluno helps your agents stay focused within Zendesk, empowers managers to lead more effectively, and ensures your customers feel heard and valued. The result? Faster resolutions, improved CSAT scores, and a more streamlined support operation.
Ready to experience cleaner workflows? Pluno for Zendesk is currently available for free. You can install it from the Zendesk Marketplace and connect it to your Jira or Slack instances to get started.
More information on Pluno
Launched
2024-10
Pricing Model
Free
Starting Price
Global Rank
3802673
Follow
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Tech used
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Top 5 Countries
27.41%
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United States
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Germany
Malaysia
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Traffic Sources
2.22%
0.44%
0.17%
5.79%
24.69%
66.22%
social
paidReferrals
mail
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search
direct
Pluno was manually vetted by our editorial team and was first featured on 2025-05-08.
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