pluno.ai-EV0EZDwBDE - Smarter ticket escalation management

Product Introduction

Pluno is designed to streamline the escalation process for support teams using Zendesk. It bridges the gap between Zendesk and other platforms like Jira or Slack, ensuring that ticket escalations are handled efficiently without agents needing to leave Zendesk.

How It Works

Pluno operates directly from the Zendesk sidebar, allowing agents to escalate tickets instantly. The tool uses customizable templates to include all relevant details, such as business impact, steps to reproduce, and customer priority. It also supports custom Jira fields, addressing a common limitation in other integrations.

flowchart TD
    A[Agent escalates ticket in Zendesk] --> B[Pluno formats details]
    B --> C[Escalates to Jira or Slack]
    C --> D[Automated SLA tracking]
    D --> E[Deadline reminders]

Pricing

Pricing information is currently unavailable on the Pluno website. The service is free for now, but future pricing plans may be introduced.

Usage

1. Installation: Add Pluno to your Zendesk instance via the Zendesk Marketplace.
2. Escalation: Use the sidebar in Zendesk to escalate tickets to Jira or Slack.
3. Customization: Set up templates and workflows to match your team's needs.
4. Tracking: Monitor escalations and SLAs directly within Zendesk.

Pros and Cons

Pros

• Seamless integration with Zendesk.
• Reduces manual work and context switching.
• Customizable escalation templates.
• Supports custom Jira fields.
• Automated SLA tracking and reminders.

Cons

• Limited to Zendesk users.
• Only supports Jira and Slack for now.
• Pricing details are unclear.

Case Studies

Case study information is currently unavailable on the Pluno website.

Support and Services

For support or inquiries, contact Pluno via email at support@pluno.io.

FAQs