Pluno is a Zendesk app designed to improve ticket escalation and management, focusing on faster resolutions and increased customer satisfaction (CSAT). It targets SaaS support teams that use Zendesk and need to escalate issues to Jira or Slack.
Key features include:
- One-Click Escalation: Agents can escalate tickets to Jira or Slack directly from Zendesk with a single click.
- Customizable Templates: Pluno uses customizable templates to ensure engineers receive all necessary context, including business impact, reproduction steps, and customer priority.
- Automated Updates: Pluno automatically tracks changes across Jira, Slack, and Zendesk, providing relevant updates to agents and customers.
- SLA Tracking: Automated SLA tracking helps ensure deadlines are met and issues are resolved promptly.
- Integration with Jira and Slack: Seamlessly connects Zendesk with Jira and Slack, facilitating communication and collaboration.
Use Cases:
- SaaS companies using Zendesk for customer support and Jira/Slack for engineering.
- Support teams struggling with inefficient ticket escalation processes.
- Organizations seeking to improve CSAT and reduce resolution times.
