The deflection agent and Jira integration

What we like best is that Pluno drives measurable outcomes, not just AI activity. In a recent week, we had 4,124 tickets in total, and 2,347 of them were resolved by Pluno, which represented 56.9% of our overall volume. That kind of impact materially changes how our support team operates. We also like that the dashboard makes performance easy to understand. We can see clearly what was AI resolved, what needed team handling, and what was handled at the practice level. That visibility helps build trust internally because the results are concrete.

We’ve been using Pluno for about 2 months, and it has already become a meaningful part of our support workflow. The biggest benefit has been time savings. Pluno helps automate and streamline tasks that would normally take multiple manual steps, especially around Zendesk and Jira. It has been particularly valuable for filling mandatory Zendesk fields, structuring Jira bug reports, gathering context, and helping standardize escalations. In many cases, it acts as a strong second layer of validation before tickets or responses are submitted, which reduces back-and-forth and improves consistency across the team. What stands out most is how context-aware the AI is. The suggestions are generally accurate and aligned with our internal processes, even in more complex scenarios like classification, prioritization, and documenting observed vs. expected behavior. That has made a real difference when handling high ticket volume. Setup was also surprisingly easy. Being able to configure workflows using natural language instead of scripts made adoption much simpler for the team. On top of that, debugging outputs has been very manageable thanks to the logging functionality Pluno added for us. It makes it easy to understand how Pluno arrived at a result, refine prompts when needed, and quickly identify whether an issue is related to workflow design or AI behavior. Another major strength is the Pluno team itself. They have been highly receptive to feedback, quick to address issues, and very thoughtful in how they partner with us. Their approach feels collaborative rather than one-size-fits-all. A great example is when we needed a Notion integration for our documentation workflows. They moved quickly and delivered a native integration that fit our needs instead of pushing us toward a workaround. Collaboration has also improved because Pluno helps keep Zendesk, Jira, and Slack better aligned. Having shared context across tools reduces communication gaps and helps everyone stay on the same page without constantly switching platforms. There are still some areas to improve. We’ve experienced occasional performance issues, including slower load times when certain fields were added to a project, and there is still some ongoing optimization needed. We’ve also found that some ticket summaries inside Zendesk can occasionally feel a bit disjointed or lose context. A format that preserves the original comment more clearly and pairs it with a recommended next action would make that feature even stronger. Overall, Pluno has been one of the most in-depth and accurate AI tools we’ve used so far. It has improved efficiency, reduced manual effort, and the team behind it has been a big part of why the experience has been so positive.