Overview

Pluno helps support agents respond faster and confidently by generating context-aware replies to tickets inside Zendesk.

No more digging through your knowledge base or writing answers from scratch. With one click, agents get a suggested reply with reasoning and references, ready to send.

And when needed, chat with the copilot to surface the right info on demand.

Problem it solves?

• Looking up answers in help docs or past tickets

• Manually drafting responses from scratch

• Verifying accuracy and consistency

Overall: Slower replies, more agent effort, and inconsistent customer experiences.

How can you trust it?

Every AI-suggested reply includes:

• Clear reasoning: see how the answer was formed, step by step.

• Direct references: source links to your help centre, docs, or ticket history, making verification effortless.

Agents stay in control, with the context and evidence to back every reply.

What you can expect in return?- Up to 40% faster first responses → suggested replies cut down manual research and drafting time.

• 30-50% less agent effort → fewer clicks and less searching through the knowledge base

• Consistent, reference-backed answers → reduce escalations caused by unclear or inaccurate responses.

• Boost CSAT by 10-15% → customers get faster, clearer, and more reliable support.

• Accelerated onboarding → new agents ramp up quickly by leaning on Copilot reasoning and references.

• Scalable quality → maintain high standards of support even as ticket volumes grow.

What's included?

Suggested Replies

Generate intelligent, context-aware draft responses instantly.

Reasoning + References

Every suggested reply comes with clear reasoning and direct references.

Interactive Copilot ChatChat with the copilot in the Zendesk Sidebar to quickly surface the right information from the knowledge base.

Success Stories

Explore how teams are resolving tickets faster with Answer Copilot.

Security & Compliance

• Detailed security and data protection policies.

FAQs

• Is Pluno free to use?Yes. Upgrade options available for more ⚡.

• Which support channels does Pluno work with?It works directly in Zendesk, covering email, web widget, and other Zendesk channels.

• Do I need technical skills to set up or use Pluno?No coding needed. Setup is simple and takes under 10 minutes.

Support & Maintenance

• Reach us via our website, or email. Your call.
• Fast response times: within a few hours
• Onboarding help is available

• Weekly feature updates and improvements

• Follow our changelog

This app requires access to the conversations API for advanced customizations (included in Zendesk Suite Professional plans or above). See About Sunshine Conversations for more information.