What is Pluno?
Pluno is an AI layer for customer support help desks. Learn what it does, where it runs, what it learns from, and which module handles which job.
What Pluno is#
Pluno is an AI layer for customer support help desks. It works inside Zendesk, Intercom, Salesforce Service Cloud, HubSpot and Jira Service Management, where it resolves customer tickets on its own, drafts replies for human agents, escalates issues to engineering, fills ticket fields, and reviews every conversation for quality.
Pluno does not replace your help desk. Your tickets, macros, views and reporting stay where they are, and Pluno adds AI to the tickets that already flow through it. There is no migration and no new inbox.
Pluno covers the whole support journey on one platform:
- Before the ticket. The Product Agent helps customers inside your own product.
- When a ticket arrives. Deflection AI resolves it when the evidence is there.
- When your team steps in. AI Copilot gives agents answers and reply drafts in the help desk sidebar.
- When it's a bug. Escalation Copilot and the Troubleshooting Agent get it to engineering with the context already attached.
How Pluno works#
- You connect your help desk. Pluno runs inside it as a sidebar app that writes internal notes, tags and ticket fields.
- Pluno learns from your knowledge sources. The most important one is your resolved tickets. Pluno reconstructs the troubleshooting steps, diagnostic questions and edge-case fixes your agents actually used, and favors the latest successful resolutions.
- A ticket arrives. Pluno runs several rounds of parallel searches across your sources and cross-checks the results.
- Pluno answers when its sources agree. Deflection AI replies to the customer directly. AI Copilot prepares a suggested reply for your agent, with cited sources and reasoning.
- Pluno escalates when they don't. If the evidence is thin or conflicting, or a business decision is needed, Pluno hands the ticket to your team with a research summary, ticket references and next steps.
Where Pluno runs#
| Area | Supported |
|---|---|
| Help desks | Zendesk, Intercom, Salesforce Service Cloud, HubSpot, Jira Service Management |
| Customer channels | Email, web forms, chat, messaging channels including WhatsApp, the web widget, and phone calls through call transcripts |
| Escalation destinations | Slack, Jira, Linear, Microsoft Teams, incident.io |
| Inside your product | The Product Agent chat widget |
Modules#
| Module | What it does |
|---|---|
| Product Agent | Answers questions, helps with setup, and takes actions for users inside your product. |
| Deflection AI | Resolves complex tickets on its own, learning from past ones. |
| AI Copilot | Gives your agents instant answers and reply drafts inside the help desk. |
| AI Tagging & Field Filling | Tags, categorizes, and fills ticket fields automatically. |
| Call Insights & Summary | Transcribes and summarizes every support call into the ticket. |
| Escalation Copilot | Creates escalations with full context in the places your engineering and product teams work, such as Slack or Jira, and syncs updates back to the ticket. |
| Troubleshooting Agent | Finds the root cause across your code, logs, and database. |
| Quality Assurance | Scores 100% of conversations against your quality criteria. |
What Pluno learns from#
- Past tickets. Imported automatically from your help desk when you connect it.
- Help center articles. Added as a source automatically when you connect.
- Web pages. Pluno crawls pages from a start URL and refreshes them every two weeks. This works for help centers, GitBook, Google Docs, public Notion pages and GitHub repos.
- Files. Upload
.txt,.md,.pdf,.docxor.jsonfiles. - Questions and answers that you add by hand.
- The tools where your team keeps internal knowledge, such as Confluence or Notion.
- The places your engineering and product teams work, such as Slack or Jira.
- Live data. MCP servers and your own APIs, so Pluno can look up things like an order or an account status in the middle of a conversation.
See How Pluno learns for details.
Security and data#
- Pluno is SOC 2 Type II certified and GDPR compliant.
- Pluno processes your data in the European Union or European Economic Area. Any processing outside it follows the GDPR's rules for international transfers.
- Large language models are hosted through Microsoft Azure. Model providers never access your data.
- No models are trained on your data.
See the trust center and the Data Processing Agreement for details.
Getting started#
Pluno has a 14-day free trial with full access to every module. No credit card is required. Every customer also gets dedicated onboarding with the Pluno team, covering the help desk connection, knowledge source setup, AI workflow configuration and go-live support.
Ready to start? Follow Set up Pluno.
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