Escalation Copilot by Pluno vs Trends & Topic Insights by Pluno

Overview Pluno manages escalations for you; one click escalates tickets from Zendesk to Jira or Slack with all context to jump in and resolve the issue. Get a smart summary auto-generated from a customizable template with context intact, enabling immediate action by the receiving team. Auto-update customers, without manually tracking Jira or Slack, boosting efficiency, reducing missed updates, and improving response times and satisfaction. Why Support Teams and Customers Love It? Manual escalations now happen instantly, full context upfront, feedback flows back into Zendesk, and customers stay in the loop with periodic progress updates. What's Included 1-Click Escalation to Jira or Slack Send tickets directly from Zendesk to Slack or Jira with all necessary context filled in, no manual effort required. Automated Ticket Summaries Based On Custom Escalation Templates Pluno gathers key details, prior troubleshooting steps, and relevant information into a clean, consistent format tailored to your workflows. Bi-directional Communication Sync Whenever there's a relevant update on Jira/Slack, Pluno adds an internal comment on Zendesk and generates a suggested message for updating the customer. Likewise, any new replies from the customer are synced back to the escalated issue, keeping the escalation team in the loop. AI Workflows for Escalation Rules Define rules in plain language. For example, auto-nudge the escalation team if no update within a set time, or block updates like timelines from ever reaching customers. Success Stories Explore more success stories. Security & Compliance Detailed security and data protection policies. FAQs Is Pluno free to use? For now, Pluno is free with all features included. Is there a limit to how many tickets I can escalate and manage with Pluno? Pluno supports unlimited ticket escalations and management simultaneously. Which support channels does Pluno work with? Supports escalations from email and web widget conversations. Do I need technical skills to set up or use Pluno? Setup takes under 10 minutes, and everything is customizable in plain text with no coding required. Support & Maintenance Reach us via our website, or email. Your call. Fast response times: within a few hours Onboarding help is available Weekly feature updates and improvements Follow our changelog This app requires access to the conversations API for advanced customizations (included in Zendesk Suite Professional plans or above). See About Sunshine Conversations for more information.

Why teams use it Automatic topic discovery: AI clusters your tickets into meaningful topics and subtopics, revealing patterns you would never find manually. Guided analysis: Ask questions in plain text like "Show me churn risk signals" or "Which product module has the most issues?" and get focused insights. Proactive trend detection: See which topics are rising or falling over time, so you can act before small issues become big problems. Multi-brand segmentation: Analyse topics independently across different brands or product areas. Drill down to the source: Every insight is backed by real tickets. Click through to see the exact conversations behind the data. How it works Analyse tickets with default topic discovery or guide the AI with a specific question. Explore the interactive cluster visualisation to uncover patterns, trends, and root causes. What's included Smart Topic Clustering: Automatically groups tickets into hierarchical topics and subtopics based on content and context. Plain-Text Query Engine: Ask anything: "Analyse product feedback", "Find login issue resolutions", "Identify VIP customer concerns". Trend Analysis: Compare recent vs historical data to spot emerging issues and declining topics. Brand Filtering: Segment insights by brand for targeted analysis. Interactive Visualisation: Explore topic hierarchies with an intuitive interface designed for fast navigation. Ticket-Level Evidence: Every cluster links directly to the underlying tickets for full transparency. Example queries "Analyse the main reasons customers contact support" "Which product module out of Billing, Shipping, and Returns has the most tickets?" "Analyse tickets where users show signs of churn risk" "Which topics have the worst customer sentiment?" "Find the most common ways login issues were resolved" "Analyse all product feedback and feature requests" Pricing Free forever. FAQs How accurate is the clustering? The AI uses advanced language models to understand ticket content in context. Clustering quality is continuously improved, and you can guide results with specific queries for even more relevant groupings. Can I analyse specific subsets of tickets? Yes. Filter by date range, brand, or any other Zendesk ticket attribute before running your analysis. How is this different from Zendesk Explore? Zendesk Explore shows metrics on fields you already track. Trends & Topic Insights discovers patterns in the actual content of conversations, revealing issues you might not have known to look for. Can I share the results? Yes. Invite colleagues to view topic clusters and ticket lists for further analysis or sharing with stakeholders. Does it work with multiple languages? Yes. The AI understands and clusters tickets across languages automatically. Security & Compliance SOC 2 Type II certified; scoped permissions only; documented retention. Data used solely to provide the feature; no third-party resale. Read our security and data protection policies. Support & Maintenance Reach us via our website or email Fast response times: within a few hours Onboarding help is available Weekly feature updates and improvements Follow our changelog Installation Instructions Installation takes less than 10 minutes. Visit our website to get started.