SaaS & Software
Pluno works inside the help desk you already use, so it can answer technical tickets on its own, help users inside your product and hand bugs to engineering with the report written.
Customer: We're rolling out SSO and every login fails with "SAML response invalid: audience mismatch". Our IT admin followed your setup guide twice. What are we missing?
PlunoThis error means the audience in your identity provider's SAML response doesn't match the Entity ID your workspace expects. Copy the Entity ID from your SSO settings into the audience field in your identity provider, then try again. If it still fails, reply with the full SAML error and we'll take a closer look.
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“My team is, like, a huge fan. They feel like they can't live without Pluno now. We'd be drowning without it.”
SaaS tickets are rarely simple FAQs. Most of them depend on how a customer has set up the product and on what changed in the last release.
Help center articles fall behind new releases, so the real answers live in resolved tickets and in the places your engineering and product teams work.
Configuration, integrations, permissions and error messages need several rounds of research, which is where FAQ bots give up or guess.
Escalations lose context on the way to engineering, and customers end up chasing support for updates on a fix.
Ticket volume grows with every new customer, while support headcount stays flat.
Software companies whose tickets are technical and multi-step, and who have a history of resolved tickets to learn from. The more complex the product, the more Pluno's research across past tickets, docs and connected tools matters. If you sell software to hotels, vacation rentals or restaurants, the hospitality tech page covers what is different about supporting operators.
Each workflow runs inside your help desk, on the tickets that already flow through it.
Step 1
Step 2
Step 3
Yes
Replies with the fix, or makes the change through your APIs
No
Escalates to support or engineering with a research summary, related tickets and next steps
Deflection AI learns from your resolved tickets, help center and docs, including sources such as Notion or Confluence. It runs several rounds of searches for each ticket and replies only when its sources agree. When they don't, it escalates to your team with a research summary, related tickets and suggested next steps.
Kojo went from 0% to 50% ticket deflection.
Product Agent is a chat widget inside your own product. It reads each user's current configuration before answering, and can change settings, complete setup, run exports and fix configuration issues on the user's behalf. It learns from your docs and past tickets with no new API to build, and hands suspected bugs to support with the conversation, context and actions already taken.
AI Copilot drafts a reply in the help desk sidebar for every customer message, with cited sources, reasoning and troubleshooting steps. For suspected bugs, the Troubleshooting Agent investigates your codebase, error tracking and logs, and links every finding to its evidence.
Waste Vision agents save 2 to 5 minutes on every ticket.
From the ticket sidebar, Escalation Copilot prepares the issue for the tool your engineering team already uses, such as Jira, Linear or Slack, and the agent reviews and submits it. Each one includes a summary, reproduction steps, customer impact and what support already tried. Status changes and comments sync back to the ticket as internal notes.
Kojo now creates Jira escalations the same day, instead of after days in a backlog.
If you sell several products or brands, Pluno keeps a separate knowledge base, AI workflows and escalation routing for each one. Customers get answers from the documentation of the product they actually use.
New agents see a suggested reply with sources on every ticket, so they can answer complex questions in their first weeks. The sidebar can show suggestions in your team's language, whatever language the customer writes in.
Kojo cut new-hire ramp-up time by 40%.
When a call recording is attached to a ticket, Pluno transcribes it and posts a structured summary as an internal note: who called, the issue, the resolution and next steps, from a template you can customize. AI Tagging then runs again on the summary, so the ticket's fields reflect what was said on the phone.
Quality Assurance scores every resolved ticket against your own criteria, usually within 30 seconds of resolution, and can check agents' answers against your knowledge base. Each evaluation includes a confidence score, and results appear as per-agent scorecards in the ticket sidebar and a team dashboard. No sampling.
Typical tickets, step by step: one Pluno resolves in your help desk, one it hands to a person and one Product Agent handles before it becomes a ticket.
Customer
We're rolling out SSO and every login fails with "SAML response invalid: audience mismatch". Our IT admin followed your setup guide twice. What are we missing?
What Pluno does
Pluno's reply
This error means the audience in your identity provider's SAML response doesn't match the Entity ID your workspace expects. Copy the Entity ID from your SSO settings into the audience field in your identity provider, then try again. If it still fails, reply with the full SAML error and we'll take a closer look.
Outcome: Resolved by Deflection AI. No agent involved, and the ticket is tagged as an AI resolution.
Chat
Customer
Since yesterday our monthly CSV export just spins and then times out. It worked fine last month. We need it for our board meeting on Friday.
What Pluno does
Outcome: The agent submits the prepared report to engineering in one click. Status changes sync back to the ticket.
In-product chat
Customer
I set up a webhook for new invoices, but nothing ever reaches our endpoint. What's wrong?
What Pluno does
Pluno's reply
Your webhook is subscribed to "Invoice updated", so it only fires when an existing invoice changes. I've switched it to "Invoice created" and sent a test delivery, which your endpoint received.
Outcome: Fixed inside the product by Product Agent, before it became a ticket.
The support tasks SaaS teams hand to Pluno most often, and the module that covers each one.
| Support task | How Pluno handles it | Module |
|---|---|---|
| How-to and configuration questions | Answers on its own from past tickets, help center articles and docs | Deflection AI |
| Error messages and integration issues | Drafts a reply with troubleshooting steps and cited sources for the agent | AI Copilot |
| Suspected bugs | Investigates code, error tracking and logs, then reports findings with evidence | Troubleshooting Agent |
| Engineering escalations | Prepares the issue for Slack, Jira, Linear, Microsoft Teams or incident.io, ready for the agent to submit, and syncs updates back | Escalation Copilot |
| Ticket fields and tags | Sets priority, type, tags and custom fields, with a reason for each value | AI Tagging |
| Setup questions inside your product | Answers in your product using the user's configuration, and changes settings for them | Product Agent |
| Customer calls | Transcribes the recording and posts a structured summary to the ticket | Call summaries |
| Quality review | Scores every conversation against your own rubric, with no sampling | Quality Assurance |
Pluno connects to the tools SaaS support teams already use.
Pluno runs as a native app in Zendesk, Intercom, Salesforce Service Cloud, HubSpot and Jira Service Management. No new inbox and no ticket migration.
Escalates to
Learns from
Jira or Linear
Bug escalations with the report written, and status synced back
Notion or Confluence
Product docs that keep answers current with each release
Your own APIs
Account lookups and changes mid-conversation
Product Agent embed
One snippet puts Product Agent inside your product, with no new API to build
Everything Pluno can't resolve within your rules and its evidence reaches a person, with the research already done.
The same safeguards apply to every team that uses Pluno.
Processed in Europe
All data processing happens in Europe.
No training on your data
Models run on Microsoft Azure. Model providers never access your data, and no models are trained on it.
SOC 2 Type 2
Pluno is SOC 2 Type 2 certified.
GDPR compliant
Fully GDPR compliant, with a data processing agreement for business customers.
Read the data processing agreement and privacy policy.
50%
ticket deflection, up from 0%
Share of tickets Deflection AI resolves with no agent involved, tracked weekly in Pluno's analytics. Kojo's 5-person team handles 1,000+ tickets a month for a multi-feature product, on Zendesk with Jira for engineering.
Kojo · Construction procurement
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2 to 5 min
saved per agent-handled ticket, on average
Agent time saved per ticket with AI Copilot, which draws on years of past Zendesk tickets. Pluno also resolves 10 to 20% of Waste Vision's tickets on its own.
Waste Vision · Waste management tech
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LinkedIn post
Automated ticket investigation with the Pluno Troubleshooting Agent
Now Pluno pulls the full picture together automatically and tells us what happened and why. Support resolves more, and engineering steps in only when it matters.
MaintainX makes maintenance and asset management software. Its support team uses the Troubleshooting Agent to investigate tickets.
MaintainX
View on LinkedIn →
LinkedIn post
Runpod is now using Pluno to deliver faster, smarter, and more scalable support
With Pluno's AI copilot integrated into their support workflows, Runpod is automating repetitive tasks and cutting resolution times, without adding operational overhead.
RunPod is a cloud platform for AI workloads, with AI Copilot built into its support workflows.
RunPod
View on LinkedIn →
More SaaS teams using Pluno
Yes. Pluno is built for technical, multi-step issues such as configuration, integrations and error messages. It learns from your resolved tickets, including troubleshooting steps and edge-case fixes, and cross-checks them against your help center and docs before it answers. When it lacks evidence, it escalates to your team with a full research summary.
Pluno prioritizes the latest successful resolutions and cross-checks several sources before replying. When sources are ambiguous or contradict each other, it escalates instead of guessing, so outdated answers don't reach customers. Connecting the docs your product team maintains, such as Notion or Confluence, keeps answers current with each release.
From the ticket sidebar, the agent escalates to Slack, Jira, Linear, Microsoft Teams or incident.io in one click. Escalation Copilot writes the brief (summary, reproduction steps, customer impact and troubleshooting history) from templates you can customize, and syncs status changes and comments back to the ticket.
Yes. Product Agent is a chat widget inside your own product. It reads each user's current setup before answering, and can change settings, complete setup and fix configuration issues for them. It learns from your docs and past tickets with no new API to build, and hands suspected bugs to your support team with the conversation and the actions already taken.
Pluno cross-checks your past tickets, help center and connected tools before it replies, and favors the latest successful resolutions. When the evidence is thin, outdated or contradictory, or a business decision is needed, it escalates to your team with a research summary instead of answering. You can see how it would answer your own tickets in a free simulation before going live.
A resolution is a ticket Pluno resolves with no person involved. Escalations never count. A ticket is marked resolved 72 hours after Pluno's last reply if the customer doesn't respond again. Every AI-resolved ticket is tagged in your help desk, and the full list can be exported for any period.
Pluno works inside Zendesk, Intercom, Salesforce Service Cloud, HubSpot and Jira Service Management. It runs as a native app in your help desk, so there is no new inbox, no ticket migration and no change to how your team works.
Pluno connects to your help desk and starts learning from your past tickets right away. Waste Vision's service team configured it themselves and was live within a few days, with no external consultants.
Yes. Pluno runs your 50 most recent tickets through the AI and shows, side by side, how it would have answered each one. You see the quality of its answers, any gaps in its knowledge and when it would hand off, all before anything goes live. The simulation is free.
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Pluno runs your 50 most recent tickets and shows, side by side, how it would have answered each one. Free, with no commitment.