Pluno

Pluno

Pluno for Zendesk is a powerful tool designed to enhance the management of escalated tickets, ensuring faster resolutions and higher customer satisfaction (CSAT). Its core functionality revolves around the seamless escalation of tickets from Zendesk to platforms like Jira or Slack with just one click. This process is facilitated by customizable summary templates that automatically fill in essential details, allowing support agents to provide engineers with all the necessary context without any hassle. By streamlining this communication, Pluno helps maintain clarity and efficiency in ticket management.

The target audience for Pluno primarily includes SaaS support teams that deal with complex issues and require effective cross-team collaboration. These teams often face challenges such as delays, unclear ownership, and the chaos that can arise from juggling multiple platforms. Pluno addresses these pain points by integrating Zendesk with Jira and Slack, ensuring that support agents can focus on their customers without getting bogged down by administrative tasks.

Pluno's unique value proposition lies in its ability to keep all stakeholders informed and engaged throughout the ticket escalation process. By automatically tracking changes across platforms, Pluno ensures that updates are shared with both agents and customers in real-time. This feature eliminates the risk of miscommunication and helps maintain a smooth flow of information, ultimately leading to improved customer satisfaction.

Key differentiators of Pluno include its one-click escalation feature, which simplifies the process of transferring tickets to engineering teams. Additionally, the tool supports custom Jira fields, addressing a common limitation found in many integrations. This flexibility allows teams to tailor the escalation process to their specific needs, ensuring that all relevant information is captured and communicated effectively.

In terms of technical implementation, Pluno is designed to be user-friendly, requiring no complex onboarding or additional overhead. Users can easily install the tool from the Zendesk Marketplace and connect it to their Jira or Slack accounts. This straightforward setup process allows teams to start benefiting from cleaner workflows and enhanced ticket management from day one.

Top Features:
  1. One-Click Escalation: Easily escalate tickets to Jira or Slack with just one click, saving time and reducing errors in communication.

  2. Customizable Templates: Use templates to auto-fill ticket details, ensuring all necessary context is provided to engineering teams without extra effort.

  3. Real-Time Updates: Automatically track changes across platforms, keeping agents and customers informed about ticket status and updates.

  4. SLA Tracking: Set up automated reminders for service level agreements, ensuring deadlines are met without manual follow-ups.

  5. Cross-Platform Communication: Maintain conversations across Zendesk, Jira, and Slack, allowing for seamless collaboration and information sharing.

FAQs:

1) What is Pluno for Zendesk?

Pluno for Zendesk is a tool that helps manage escalated tickets by allowing users to quickly escalate them to Jira or Slack with customizable templates.

2) Who can benefit from using Pluno?

SaaS support teams that deal with complex issues and need to collaborate across different platforms can benefit from using Pluno.

3) How does Pluno improve ticket management?

Pluno improves ticket management by automating the escalation process and keeping all stakeholders informed with real-time updates.

4) Is there a cost to use Pluno?

Pluno is currently free while it is being developed, but there are no promises about future pricing.

5) How do I install Pluno?

You can install Pluno from the Zendesk Marketplace and connect it to your Jira or Slack accounts easily.

6) What features does Pluno offer?

Pluno offers features like one-click escalation, customizable templates, real-time updates, SLA tracking, and cross-platform communication.

7) Can Pluno be used with other platforms?

Currently, Pluno is designed for use with Zendesk, Jira, and Slack, but the team is open to feedback for supporting other platforms.

Category:

Pricing:

Freemium

Tags:

ticket management
customer support
escalation
Zendesk
Jira
Slack
SaaS
CSAT
workflow automation

Tech used:

Vercel
Cloudflare

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