Enable every agent to solve complex tickets like your best agent
Get ready-to-send answers inside the Zendesk sidebar with clear reasoning and references. No more manual searching through past tickets, docs, or dependence on a select few agents.
50%
Less time searching
3x Faster
New-Hire onboarding
10min
Saved per ticket
Trusted by 200+ support teams handling 500K+ tickets per month
Support agents reply faster and accurately with AI Copilot
No more manual look ups to find answers.
- Let Pluno AI go through past tickets, docs, help center articles, internal threads, and connected tools and find the solution.
- With the 'Suggested Answer' inside the Zendesk sidebar, instantly resolve complex tickets that previously led to unnecessary escalations to engineering.
Leverage AI while keeping support Human-first
Pluno AI Copilot enables you to take advantage of most of what AI brings to the table in terms of efficiency gains, without forcing you to have a customer-facing AI. At the same time making your support agents 5x more productive and a lot less drained.
- Not limited to pre-configured macros like most AI copilots.
- Digs through all connected sources, most importantly past resolved tickets and connected APIs, to find the right solution.
Your best agent, available to everyone, all the time
Every agent on your team gets instant access to the collective knowledge of your best performers — past solutions, tribal knowledge, and expert reasoning — without pulling anyone away from their own queue.
- Like asking a senior agent for help — without actually asking them.
- Tribal knowledge is now accessible to every agent on the team.
Everything happens inside the Zendesk sidebar
No tab-switching, no copy-pasting, no context loss.
Chat with Copilot
Not satisfied with the suggested answer? Refine it through a conversational interface — adjust tone, add context, or dig deeper into sources.
Multi-language support
Configure the Copilot to respond in your team's preferred language, regardless of what language the customer writes in.
AI Workflows
Fine-tune the Copilot’s behavior with custom workflows — set tone guidelines, brand rules, and team-specific instructions to shape every suggestion.
Auto-refresh on new messages
When the customer replies, the Copilot automatically regenerates its suggestion with the updated conversation context.
Regenerate on demand
Not happy with the suggestion? Hit regenerate to get a fresh answer — the AI retries with different reasoning paths and sources.
Reasoning & references
Every suggested answer comes with cited sources and clear reasoning — so agents can verify before sending.
How the AI Copilot works
From ticket open to suggested reply — in real-time.
New ticket arrives
As soon as a new ticket comes in, the AI Copilot runs automatically in the background — no clicks needed, no delays.
Knowledge search
Pluno runs parallel searches across past tickets, help center, documentation, Slack, and connected APIs to find the most relevant information.
Suggestion appears
A suggested message streams into the sidebar in real-time — with source references, reasoning, and troubleshooting steps.
Agent sends or refines
The agent reviews, edits if needed, and sends with one click. Or asks the Copilot follow-up questions to dig deeper.
My team is, like, 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
5min
Saved per ticket on average
40%
Less onboarding time for new agents
2x
More tickets resolved per agent
Explore Pluno's other features
Frequently asked questions
AI Copilot excels at complex, technical tickets that previously required escalation to senior support agents or engineering. With the Copilot, even newer agents can resolve these tickets independently by leveraging the collective knowledge from past solutions, internal documentation, and connected tools.
The Copilot runs as a sidebar app inside Zendesk. When a new ticket arrives, it automatically runs in the background, searching across your knowledge sources — past tickets, help center, Slack, Jira, and APIs — and has a suggested reply ready by the time the agent opens the ticket. Agents can copy it, edit it, or ask follow-up questions without leaving Zendesk.
No. The Copilot generates draft suggestions for agents to review. Agents always have full control — they can edit, refine, or discard the suggestion before sending anything to the customer. It's an assistant, not an auto-responder.
The Copilot searches past resolved tickets, help center articles, FAQ entries, crawled web pages, custom knowledge snippets, and connected APIs — all in parallel. It uses vector similarity search to find the most relevant information, not just keyword matches.
Yes. Through AI Workflows, you can configure custom instructions per team — brand voice, greeting style, response language, and specific rules (like ‘never offer refunds’ or ‘always include a tracking link’). The Copilot adapts its suggestions based on the workflows you set up.
That's one of the biggest benefits. New agents get instant access to the same knowledge as your most experienced team members. Kojo saw 40% less onboarding time for new hires after implementing the Copilot.
Setup takes less than 10 minutes — just install the Zendesk app and connect your knowledge sources. Training on your data typically takes around 4 hours or less, after which the Copilot is fully operational.
Yes. All data processing happens in Europe, and LLMs are hosted via Microsoft Azure — model providers never access your data, and no models are trained on it. Pluno is SOC-2 Type 2 certified and fully GDPR compliant.
Every agent, handling complex tickets like a pro
Give every agent on your team the ability to resolve complex tickets independently, leveraging tribal knowledge like never before.