Review 100% of conversations. Not just 5%.
Pluno automatically evaluates every resolved ticket against your quality criteria — rating agent performance, flagging coaching opportunities, and tracking improvement over time. No sampling, no manual reviews.
100%
Conversation coverage
0
Manual QA reviews needed
<30s
Per-ticket evaluation time
Trusted by 200+ support teams handling 500K+ tickets per month
Every ticket scored, every agent evaluated
When a ticket is resolved, Pluno automatically evaluates each human agent who participated — scoring their responses against your custom criteria. No sampling bias, no missed conversations, no QA backlog.
- Triggers automatically when tickets are resolved
- Evaluates each agent individually on the same ticket
- Custom criteria with 5-level scales or binary pass/fail
- Zendesk response time metrics included automatically
AI that checks answers against your knowledge base
Enable knowledge base validation on any criterion and the AI will search your docs, help center, and past tickets to verify whether the agent's response was actually correct — not just well-written.
- Searches help center, docs, and past tickets for verification
- Flags answers that contradict documented solutions
- Reasoning and confidence score for every evaluation
- Criteria marked N/A when not relevant to the conversation
Dashboards that surface what matters
Track agent performance over time, compare criteria scores across your team, and drill into individual tickets to see exactly why a score was given. Filter by agent, date range, criteria, or score level.
- Agent performance table with per-criteria breakdown
- Radar charts comparing agents side by side
- Criteria trend lines showing improvement over time
- Ticket-level drill-down with AI reasoning for each score
Your criteria, AI-powered scoring
Define what quality looks like for your team — then let Pluno evaluate every conversation automatically with structured reasoning and confidence scores.
Custom criteria builder
Create your own QA criteria with custom names, descriptions, and scoring scales. Define what 'excellent' vs 'poor' looks like for each criterion.
Knowledge base verification
Toggle per-criterion whether the AI should search your knowledge base to verify agent accuracy — not just tone and grammar.
Confidence scoring
Every evaluation includes a confidence score so you know when the AI is certain vs when a human review might be needed.
Response time metrics
Time to first response and time to resolution are tracked automatically from Zendesk — no configuration needed.
Per-agent scorecards
Each agent gets a scorecard visible in the Zendesk sidebar — with criteria breakdown, reasoning, and emoji ratings for quick scanning.
Results in the sidebar
QA scores appear directly in the Zendesk ticket sidebar so agents and managers can review quality without leaving their workflow.
How AI-Powered QA works
From ticket resolved to full quality scorecard — automatically.
Ticket resolved
A ticket status changes to resolved in Zendesk. Pluno automatically detects it and begins the QA evaluation process.
Context gathered
Pluno collects the full conversation, ticket metadata, agent messages, and optionally searches your knowledge base for verification.
AI evaluates
Each agent is scored against your criteria — with structured reasoning, confidence levels, and N/A detection for irrelevant criteria.
Results surface
Scores appear in the Zendesk sidebar and the QA dashboard — with trends, comparisons, and drill-downs ready for coaching.
I recommend Pluno to teams managing technical support ops, those with complex systems & valuable historical support data.
Ruben Martin
Team Lead Service, Waste Vision
100%
Conversations reviewed automatically
5min
Saved per ticket with AI suggestions
2x
Faster agent onboarding
Frequently asked questions
QA evaluations trigger automatically when a Zendesk ticket is resolved. There's a small random delay (10-30 seconds) to spread load when many tickets resolve simultaneously. The evaluation typically completes in under 30 seconds.
You can create custom criteria with three types: 5-level scales (like 'Communication Clarity' rated 1-5), binary pass/fail criteria (like 'Did the agent follow the process?'), and numerical metrics (like Time to First Response pulled directly from Zendesk). Default criteria are auto-created on first use.
Yes — when you enable knowledge base verification on a criterion, the AI searches your help center, documentation, and past tickets to check whether the agent's response aligns with your documented solutions. It's not just checking tone and grammar.
Bot-only resolutions where no human agent participated are automatically skipped. QA only evaluates tickets where human agents sent messages.
Yes. QA results appear directly in the Zendesk ticket sidebar with per-criteria scores, reasoning, and confidence levels. Non-admin users are filtered to see only their own evaluations in the dashboard.
Binary scores are normalized to a 1-5 scale for aggregation (fail=1, pass=5). 5-level criteria use their native 1-5 scale. Numerical metrics like response time are displayed as raw values and excluded from the overall score average.
Absolutely. The dashboard surfaces agents who score below thresholds, shows criteria trends over time, and lets you drill into individual tickets to see the AI's reasoning — so you know exactly what to coach on.
QA evaluates every resolved ticket automatically — there's no sampling or limit. It runs in the background with a concurrency limit of 30 simultaneous evaluations to ensure consistent performance.
Stop guessing about support quality
Pluno evaluates every conversation automatically — so you can coach with data, not assumptions. See it in action on your own tickets.