Connect Zendesk
Connect Pluno to Zendesk: what Pluno does in your Zendesk, what you need first, the setup steps, messaging channels, and fixes for common connection issues.
Pluno runs inside Zendesk as a native app. It learns from your past tickets and help center, answers tickets and chats, works next to your agents in the ticket sidebar, and keeps your Zendesk the place where everything happens.
What Pluno does in Zendesk#
| Module | In Zendesk |
|---|---|
| Deflection AI | Answers email and form tickets, and chats on your messaging channels |
| AI Copilot | Suggested replies, guidance and sources in the ticket sidebar |
| Escalation Copilot | Escalates tickets to engineering from the sidebar and syncs updates back |
| AI Tagging & Field Filling | Chooses the ticket form and fills tags, type, priority and custom fields |
| Call Insights & Summary | Summarizes call recordings as internal notes |
| Quality Assurance | Reviews every solved ticket in the sidebar and in reporting |
| Troubleshooting Agent | Investigates a ticket from the sidebar |
Before you start#
- You are an active Zendesk admin.
- To answer chats as well as tickets: your plan includes the Zendesk Conversations API (Suite Professional or higher). You can add this later.
Connect Zendesk#
- In Pluno, enter Your Zendesk subdomain on Authenticate Pluno for Zendesk and select Connect.
- Approve the request in Zendesk. Pluno asks for read and write access.
- Under Onboarding tasks, open Install and configure Zendesk app, select Copy API Key, then Open in Zendesk.
- Install the Pluno app in Zendesk and paste the key into its Pluno API Key setting.
- Back in Pluno, tick the confirmation and select Verify Installation.
- Select Finish onboarding & start training your AI, then Confirm.
Pluno starts learning from your past tickets and help center as soon as Zendesk is connected. For the full walkthrough, including account creation, see Set up Pluno.
Add your messaging channels#
To let Pluno answer web chat, WhatsApp and other messaging channels, add your Conversations API credentials and enable the channels. See Set up messaging deflection.
What Pluno adds to Zendesk#
Pluno adds a sidebar app, a webhook, a few triggers and its own tags. It creates no custom fields and no new users. See What Pluno adds to your help desk for the full list.
Manage the connection#
- Change the admin account Pluno uses, for example when an admin leaves: Reconnect your help desk.
- Connect another Zendesk instance: Connect another help desk instance.
- Serve several brands from one instance: Use knowledge hubs for multiple brands.
Troubleshooting#
| You see | What to do |
|---|---|
| It looks like you don't have admin privileges when connecting | Ask a Zendesk admin to connect Pluno and install the app |
| Update Pluno API Key in the sidebar | Copy the API key again from Pluno and paste it into the app's Pluno API Key setting |
| Reconnection Required in the sidebar | An admin reconnects Zendesk, then agents select Refresh |
| Multiple Pluno Zendesk apps are enabled in the Pluno web app | Disable the duplicates |
| Ticket Access Unavailable in the sidebar | Select Re-check access |
Last updated