Enable every agent to solve complex tickets like your best agent

Get ready-to-send answers inside the Zendesk sidebar with clear reasoning and references. No more manual searching through past tickets, docs, or dependence on a select few agents.

Analyzing New Ticket #5028

Billing portal 403 after SSO migration
Customer: Acme Corp · Priority: High
Analyzing...
Researching across 4 sources

Past Tickets

  • Ticket #3291 — same 403 error - 96%
  • Help Center - SSO role re-sync guide - 94%
  • API Log - POST /auth/saml — 403 - 91%
  • Slack - #eng-sso — migration fix - 87%

Suggested Reply

This is a known issue from the SSO migration. Your billing role wasn’t re-synced. I’ve triggered a re-sync — please sign out and back in. If the issue persists, I’ll loop in our billing team.

Reasoning & References

Matched against resolved ticket with identical error and SSO migration context. Solution verified in internal docs.
Ticket #3291 - Identical root cause resolved 3 days ago
SSO Guide § 4.2 - Role re-sync after SAML migration

Support agents reply faster and accurately with AI Copilot

No more manual look-ups to find answers.

  • Let Pluno AI go through past tickets, docs, help center articles, internal threads, and connected tools and find the solution.
  • With the 'Suggested Answer' inside the Zendesk sidebar, instantly resolve complex tickets that previously led to unnecessary escalations to engineering.

New suggested answer for every new message in the thread

Ticket #4821
Customer Message
Our SSO integration stopped syncing user roles after we migrated to a new IdP. Users are being assigned default permissions instead of their configured roles.

Pluno AI Researching...

Suggested Answer

Add to Editor
Reasoning - 95% confidence
Matched against 3 previously resolved tickets with identical SSO migration symptoms. Solution verified in help center documentation.

References

  • Ticket #3912 — SSO role sync fix
  • Help Center: SSO Migration Guide

Leverage AI while keeping support Human-first

Pluno AI Copilot enables you to take advantage of most of what AI brings to the table in terms of efficiency gains, without forcing you to have a customer-facing AI. At the same time, making your support agents 5x more productive and a lot less drained.

Team Knowledge Always Available

Every agent on your team gets instant access to the collective knowledge of your best performers — past solutions, tribal knowledge, and expert reasoning — without pulling anyone away from their own queue.

Everything happens inside the Zendesk sidebar

No tab-switching, no copy-pasting, no context loss.

How the AI Copilot works

  1. New ticket arrives - As soon as a new ticket comes in, the AI Copilot runs automatically in the background.
  2. Knowledge search - Pluno runs parallel searches across past tickets, help center, documentation, Slack, and connected APIs to find the most relevant information.
  3. Suggestion appears - A suggested message streams into the sidebar in real-time — with source references, reasoning, and troubleshooting steps.
  4. Agent sends or refines - The agent reviews, edits if needed, and sends with one click.

Frequently asked questions

What kind of tickets is AI Copilot best for?

AI Copilot excels at complex, technical tickets that previously required escalation to senior support agents or engineering.

How does the AI Copilot work inside Zendesk?

The Copilot runs as a sidebar app inside Zendesk. When a new ticket arrives, it automatically runs in the background, searching across your knowledge sources.

Does the Copilot send replies automatically?

No. The Copilot generates draft suggestions for agents to review. Agents always have full control.

What knowledge sources does the Copilot search?

The Copilot searches past resolved tickets, help center articles, FAQ entries, connected APIs, and more.