# 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.