Close the loop between support and engineering.
Escalate tickets to Jira or Slack with full AI-generated context — reproduction details, troubleshooting history, and customer impact. Updates sync back automatically so support never misses a follow-up.
3x
Faster eng response
0
Context lost in handoffs
2-way
Jira & Slack sync
Trusted by 200+ support teams handling 500K+ tickets per month
One-click escalation with AI-generated context
Click 'Escalate to Jira' or 'Escalate to Slack' from the Zendesk sidebar. Pluno generates a complete escalation brief — summary, reproduction steps, customer context, and troubleshooting history — so engineers can act immediately without asking support to repeat themselves.
- AI fills Jira issues with summary, description, and custom fields
- Slack threads created with full ticket context
- Customizable templates per project or channel
- File attachments supported (screenshots, logs, recordings)
Bidirectional sync between platforms
When engineering updates a Jira issue or replies in Slack, Pluno automatically posts an internal note on the Zendesk ticket. When the customer sends a new message, the escalation thread gets updated too. No more switching between tools to stay in sync.
- Jira status changes, comments, and assignee updates sync to Zendesk
- Slack thread replies appear as Zendesk internal notes
- Customer messages forwarded to the escalation thread
- Works across multiple Jira instances and Slack channels
Hybrid agent for autonomous post-escalation
Enable the hybrid agent and Pluno autonomously manages communication after escalation — forwarding engineering updates to the customer, relaying customer questions to the team, and sending proactive follow-ups. Support agents focus on new tickets instead of babysitting escalations.
- Auto-replies to customers with engineering updates
- Forwards customer questions to the internal team
- Schedules follow-up reminders if the team hasn't responded
- Changes ticket status based on resolution signals
Flexible enough for complex team structures
Multi-brand routing, per-project templates, access controls, and multiple Jira instances — built for how real support orgs actually work.
Link to existing issues
Search for an existing Jira issue or Slack thread and link it to the Zendesk ticket — no need to create duplicates for known issues.
Per-brand routing
Configure which Jira projects and Slack channels are available per Zendesk brand — so each product team gets escalations in the right place.
Custom escalation templates
Define what information gets included in escalations with customizable templates — default or per-project/channel overrides with Zendesk placeholders.
Multiple escalations per ticket
Escalate the same ticket to multiple Jira projects or Slack channels. Each linked issue and thread is tracked independently.
Proactive follow-ups
The hybrid agent can set reminders to ping itself and follow up with engineering or the customer if a response is overdue.
Access control
Control which agents can escalate with allowlists and role-based access — keep escalation focused and prevent noise.
How Escalation Copilot works
From support ticket to engineering action — without losing context.
Agent clicks Escalate
From the Zendesk sidebar, the agent selects a Jira project or Slack channel. AI generates the escalation content instantly.
Review and submit
The agent reviews the AI-generated summary, edits if needed, attaches files, and submits. The Jira issue or Slack thread is created.
Updates sync automatically
Engineering replies in Jira or Slack. Pluno syncs updates back to the Zendesk ticket as internal notes — both sides stay informed.
Loop closed
When the issue is resolved, the Zendesk ticket is updated automatically. In hybrid mode, the customer is notified with the resolution.
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
3x
Faster engineering response time
0
Context lost in support-to-eng handoffs
80%
Less back-and-forth between teams
Frequently asked questions
Escalation Copilot integrates with Jira (cloud) and Slack. You can connect multiple Jira instances and Slack channels, and configure which are available per Zendesk brand.
No — you can either create a new Jira issue or search for and link an existing one. Multiple Zendesk tickets can be linked to the same Jira issue, and a single ticket can be escalated to multiple Jira issues or Slack channels.
The hybrid agent is an AI-powered mode that autonomously manages post-escalation communication. It can auto-reply to customers with engineering updates, forward customer questions to the internal team, send follow-up reminders, and change ticket status — all without agent intervention.
When engineering updates a Jira issue (status change, comment, assignee) or replies in a Slack thread, Pluno automatically posts an internal note on the Zendesk ticket. When a customer sends a new message, it can be forwarded to the escalation thread too.
Yes. You can create custom escalation templates with specific fields and instructions. Templates support Zendesk placeholders and can be overridden per Jira project or Slack channel for different teams.
Access is controlled per community with allowlists by email or role ID. You can configure which agents have escalation access to keep it focused and prevent noise.
Yes. Per-brand routing lets you configure which Jira projects and Slack channels are available for each Zendesk brand — so each product team gets escalations in the right place.
Jira and Slack connections are set up via standard OAuth flows — typically takes under 30 minutes. Configure your templates and routing rules, and you're ready to escalate.
Stop losing context between support and engineering
Pluno bridges the gap with AI-generated escalations, bidirectional sync, and autonomous follow-ups. See it in action on your own tickets.