Set up Pluno

Setting up Pluno takes five steps: create an account, connect your help desk, install the Pluno app, optionally authorize messaging, and finish onboarding. Pluno learns from your past tickets in the background while you do.

Before you start#

• Admin access to your help desk. In Zendesk, the person who connects Pluno must be an active Zendesk admin.
• A decision on what Pluno should not see. Pluno starts learning from your past tickets as soon as you connect. If some ticket groups should never reach Pluno, such as HR or legal, add them under Data Privacy right after connecting. Pluno then deletes any copies it already took.
• Optional, for chat channels: your Zendesk Conversations API credentials (App ID, Key ID and Secret key). You only need these if you want Pluno to answer messaging channels such as web chat or WhatsApp, and you can add them later.

Step 1: Create your account#

1. Open the Pluno sign-up page.
2. On Create Your Account, enter your email and select Continue, or select Sign up with Google.
3. If you signed up with email, open the verification link Pluno sends you.
4. On Complete your signup, answer the questions and select Continue.

Step 2: Connect your help desk#

1. On Authenticate Pluno for Zendesk, enter Your Zendesk subdomain.
2. Select Connect.
3. Approve the access request in Zendesk. Pluno asks for read and write access.

The person who completes this step becomes the first Admin of the Pluno workspace.

When the connection succeeds, the first onboarding task shows as connected. Pluno sets up what it needs inside your help desk and starts learning from your past tickets and help center straight away. See What Pluno adds to your help desk for the full list.

Step 3: Install the Pluno app#

The Pluno app is what your agents see in the ticket sidebar.

1. On Onboarding tasks, open Install and configure Zendesk app.
2. Select Copy API Key.
3. Select Open in Zendesk and install the Pluno app.
4. Paste the key into the app setting Pluno API Key.
5. Back in Pluno, tick I installed the Pluno Zendesk app and entered the Pluno API Key.
6. Select Verify Installation.

Step 4: Authorize messaging (optional)#

Do this if you want Pluno to answer chats as well as tickets. You can skip it now and come back later.

1. On Onboarding tasks, open Messaging Authorization.
2. Enter the App ID, Key ID and Secret key of your Zendesk Conversations API key.
3. Select Test Connection.
4. Select Save Credentials.

Step 5: Finish onboarding#

1. Select Finish onboarding & start training your AI.
2. Select Confirm.

Your 14-day free trial begins, you land on Home, and the rest of the navigation unlocks.

While Pluno learns your tickets#

Pluno has been learning from your tickets since you connected your help desk in step 2. Until it finishes, items that depend on it show Training in progress:

• Ticket deflection, Messaging deflection and Topics & Trends stay locked.
• AI Copilot answers in the help desk sidebar become available when it completes.
• Everything else is ready to use, including knowledge, workflows, Escalation Copilot and AI Tagging & Field Filling.

The person who connected the help desk gets an email with the subject Pluno has finished training when it is done. See How Pluno first learns your tickets for what Pluno processes.

What to do next#

• Open any ticket in your help desk, find Pluno in the sidebar apps and pin it, so AI Copilot is always one click away.
• Turn on ticket deflection so Pluno starts resolving tickets on its own.
• Add more knowledge, such as your documentation site or internal pages.
• Connect an escalation destination for the places your engineering and product teams work, such as Slack or Jira.
• Invite your team.

For the first 14 days, the sidebar also shows Book free onboarding call. Every customer gets dedicated onboarding with the Pluno team.