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.

Key Features

  • 3x Faster engineering response
  • 0 context lost in handoffs
  • 2-way Jira & Slack sync

Trusted by 200+ support teams handling 500K+ tickets per month

“I compared Pluno with Fin by Intercom, and Pluno was miles ahead!”

Joseph D’Appuzo
Customer Support Manager, Smartness

“My team is 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

“My CEO tested it once, asked one question, and immediately saw that the AI was impressive.”

Aurélien Wei
Team Lead Support, Innovorder

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)

Create Jira Issue

ENG Board
Project: ENG
Issue Type: Bug
Critical

Summary
Billing portal returns 403 after password reset

Description
User reports 403 error when accessing billing portal after a password reset. Session token appears to be invalidated but not re-issued...

Linked to Zendesk #4821

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.

  1. Agent clicks Escalate
    From the Zendesk sidebar, the agent selects a Jira project or Slack channel. AI generates the escalation content instantly.
  2. 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.
  3. Updates sync automatically
    Engineering replies in Jira or Slack. Pluno syncs updates back to the Zendesk ticket as internal notes — both sides stay informed.
  4. Loop closed
    When the issue is resolved, the Zendesk ticket is updated automatically. In hybrid mode, the customer is notified with the resolution.

Frequently asked questions

What platforms does Escalation Copilot integrate with?
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.

Does it create duplicate Jira issues?
No — you can either create a new Jira issue or search for and link an existing one.

What is the hybrid agent?
The hybrid agent is an AI-powered mode that autonomously manages post-escalation communication.

How does the bidirectional sync work?
When engineering updates a Jira issue or replies in a Slack thread, Pluno automatically posts an internal note on the Zendesk ticket.

Can I customize what information is included in escalations?
Yes. You can create custom escalation templates with specific fields and instructions.

Who can escalate tickets?
Access is controlled per community with allowlists by email or role ID.

How long does setup take?
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.