Every agent answers like your best agent.
Pluno's AI Copilot sits inside Zendesk and instantly surfaces the right answer from past tickets, help center, Slack, Jira, and APIs — so agents resolve faster without searching.
50%
Less time searching
2x
More tickets per agent
5min
Saved per ticket
Trusted by 200+ support teams handling 500K+ tickets per month
Instant answers from every knowledge source
Agents no longer need to search across multiple tools. The Copilot pulls answers from past resolved tickets, help center articles, Slack threads, Jira issues, and connected APIs — all in one sidebar, the moment a ticket opens.
- Searches past tickets, help center, docs, and APIs in parallel
- Surfaces the most relevant answer, not just keyword matches
- Shows source references so agents can verify
- Updates automatically when new messages arrive
Draft replies agents can send in one click
The Copilot generates a suggested response based on verified sources — matching your team's tone, language, and brand voice. Agents review, edit if needed, and send. No more drafting from scratch.
- On-brand response drafts with your tone and language
- One-click copy or insert into Zendesk reply editor
- Troubleshooting steps for complex diagnostic issues
- Confidence indicator shows how reliable the suggestion is
A conversational assistant, not a static suggestion
Need more detail? Ask the Copilot follow-up questions in a chat interface. It refines its suggestions, digs deeper into knowledge sources, and adapts to what the agent needs — all without leaving the ticket.
- Ask follow-up questions to refine suggestions
- Copilot maintains conversation context across messages
- Request different tone, format, or level of detail
- Escalation drafts for Jira and Slack with full context
Designed for agents, not just managers
The Copilot lives inside the Zendesk sidebar and adapts to each ticket in real-time — with features built for how agents actually work.
Real-time streaming
Suggestions appear token-by-token as the AI generates them — no waiting for the full response before reading.
Multi-language support
Configure the Copilot to respond in your team's preferred language, regardless of what language the customer writes in.
Custom tone & persona
Set brand-specific instructions, tone guidelines, and custom rules per team — like 'always greet by name' or 'never offer refunds'.
Auto-refresh on new messages
When the customer replies, the Copilot automatically regenerates its suggestion with the updated conversation context.
Agent feedback loop
Agents rate suggestions with thumbs up/down so you can track quality over time and continuously improve AI output.
Escalation drafting
When tickets need engineering help, the Copilot drafts Jira issues with full reproduction details and customer context.
How the AI Copilot works
From ticket open to suggested reply — in real-time.
Agent opens a ticket
The Copilot activates automatically in the Zendesk sidebar. No clicks needed — it starts researching the moment the ticket loads.
Knowledge search
Pluno runs parallel searches across past tickets, help center, documentation, Slack, and connected APIs to find the most relevant information.
Suggestion appears
A draft reply streams into the sidebar in real-time — with source references, troubleshooting steps, and a confidence score.
Agent sends or refines
The agent reviews, edits if needed, and sends with one click. Or asks the Copilot follow-up questions to dig deeper.
My team is, like, a huge fan. They feel like they can't live without Pluno now. We'd be drowning without it.
Sarala Conlan
Sr. Customer Support Manager, Kojo
5min
Saved per ticket on average
40%
Less onboarding time for new agents
2x
More tickets resolved per agent
Frequently asked questions
The Copilot runs as a sidebar app inside Zendesk. When an agent opens a ticket, it automatically searches across your knowledge sources — past tickets, help center, Slack, Jira, and APIs — and streams a suggested reply in real-time. Agents can copy it, edit it, or ask follow-up questions without leaving Zendesk.
No. The Copilot generates draft suggestions for agents to review. Agents always have full control — they can edit, refine, or discard the suggestion before sending anything to the customer. It's an assistant, not an auto-responder.
The Copilot searches past resolved tickets, help center articles, FAQ entries, crawled web pages, custom knowledge snippets, and connected APIs — all in parallel. It uses vector similarity search to find the most relevant information, not just keyword matches.
Yes. You can configure custom instructions per team — brand voice, greeting style, response language, and specific rules (like 'never offer refunds' or 'always include a tracking link'). The Copilot adapts its suggestions accordingly.
When a ticket needs engineering help, the Copilot helps draft Jira issues or Slack messages with full customer context, reproduction details, and troubleshooting history — so engineers can act without back-and-forth.
That's one of the biggest benefits. New agents get instant access to the same knowledge as your most experienced team members. Kojo saw 40% less onboarding time for new hires after implementing the Copilot.
The Copilot installs as a Zendesk app and connects to your existing knowledge sources immediately. Most teams are up and running within a day.
Yes. All data processing happens in Europe, and LLMs are hosted via Microsoft Azure — model providers never access your data, and no models are trained on it. Pluno is SOC-2 Type 2 certified and fully GDPR compliant.
Stop making agents search for answers
Pluno's AI Copilot brings the right answer to every ticket, instantly. See it work inside your Zendesk — no configuration, no commitment.