# 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.