Your customers already know what's broken.
Now you will too.
Pinna monitors support tickets and detects systemic issues — broken integrations, silent outages, confusing UX — before they escalate.
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Your monitoring has a blind spot
Infrastructure monitoring tells you when servers are down. But when a payment integration silently breaks, or your UX confuses users in a new market — you find out from a support queue, days later.
Silent failures
A third-party integration degrades. No errors in your logs, no alerts from your APM. But 40 customers have already filed tickets in three languages.
Chronic UX debt
The same confusing flow generates 50 tickets a week. Support handles them one by one. Product never sees the pattern because it never spikes.
Cross-language blind spots
Issues in non-English markets get lost. A billing bug affecting LATAM users doesn't register as related to the same bug in EMEA — until Pinna clusters them.
From ticket noise to actionable signal
Pinna connects to your support platform, analyzes every ticket, and surfaces the patterns your team would otherwise miss.
Plug into your help desk
One-click integrations with Zendesk, Freshdesk, Intercom, and Jira Service Management. Pinna polls on your schedule — every 5 minutes to every hour.
Detect themes across languages
Every ticket is embedded, translated, and clustered. Pinna classifies root causes — broken integration, UX confusion, missing feature, documentation gap — and correlates across regions and customer segments.
Escalate with confidence
When a theme crosses your confidence threshold, Pinna fires an alert to Slack, PagerDuty, or Jira with a plain-English summary, affected ticket count, severity, and suggested owner.
Close the loop
Link detected themes to Jira issues. Pinna auto-suppresses future alerts for known problems and tracks resolution through declining ticket volume.
Built for engineering and support ops
Everything you need to turn your support queue into an early warning system.
Theme clustering
Automatically groups related tickets into themes using semantic similarity — no manual tagging, no keyword rules to maintain.
Spike detection
Detects abnormal increases in theme volume against your rolling baseline. Configurable sensitivity and confidence thresholds.
Multi-language analysis
Tickets in Spanish, German, Japanese, or any supported language are translated and analyzed together. One issue, one alert.
Root cause classification
Every theme is tagged: bug, integration failure, UX confusion, documentation gap, or feature request — so it routes to the right team.
Chronic UX report
Weekly digest of persistent themes that never spike but constantly drain support resources. The issues product teams don't know about.
Correlation explorer
Slice themes by region, plan tier, payment method, browser, or custom fields. Find that PayPal is failing — but only in Germany, and only on mobile.
Escalation rules engine
Define routing by severity, theme type, or affected segment. Payment issues go to #eng-payments. UX themes go to the product weekly review.
Known issue linking
Connect a Pinna theme to a Jira ticket. Future matches auto-suppress and track resolution by monitoring ticket volume decline.
Connects to your stack
Ingest from your help desk. Alert through your existing workflows.
Sources
Alerting
Scales with your support volume
Start free during beta. Pay only when you're seeing value.
For growing teams getting a handle on support patterns.
- Up to 5,000 tickets/month
- 1 support platform integration
- Slack alerts
- Theme dashboard
- 5 team members
For teams that need cross-dimensional analysis and custom routing.
- Up to 25,000 tickets/month
- 3 support platform integrations
- Slack + PagerDuty + Jira alerts
- Escalation rules engine
- Chronic UX report & correlation explorer
- 15 team members
For organizations with advanced security and deployment needs.
- Unlimited tickets & integrations
- BYOK — bring your own LLM key
- Self-hosted deployment option
- SSO / SCIM
- Custom model fine-tuning
- Dedicated support & SLA
Common questions
Zendesk Analytics shows you dashboards about ticket volume and response times. Pinna uses AI to detect what the tickets are about, clusters them into themes across languages, and alerts your engineering team when a pattern suggests a systemic product or integration issue. It's the difference between "tickets are up 20%" and "PayPal checkout is broken in 5 regions."
Pinna processes ticket content to detect patterns. All data is encrypted in transit and at rest. On the Enterprise plan, you can bring your own LLM API key so ticket content never leaves your infrastructure, or deploy Pinna self-hosted for full data sovereignty.
Pinna supports all major languages through automatic detection and translation. Tickets in Spanish, German, Japanese, Portuguese, French, and 20+ other languages are translated and analyzed together, so a billing issue in LATAM clusters with the same issue reported in English.
Pinna's polling interval is configurable from every 5 minutes to every hour. In a typical configuration, a spike involving 10+ tickets on a new theme can trigger an alert within 15–30 minutes of the first ticket arriving — hours or days before it would surface through manual triage.
Yes. You set confidence thresholds (e.g., only alert above 80% confidence), minimum ticket counts, severity routing rules, and escalation ladders. You can also suppress alerts for known issues by linking them to existing Jira tickets.
Most teams are up and running in under 10 minutes. Connect your help desk with a one-click OAuth integration, choose your alert channel, and Pinna starts analyzing tickets immediately. No code changes, no agent installation, no tagging taxonomy to configure.
Yes. Pinna's free tier includes 500 tickets per month from one source — enough to see value and champion the tool internally. No credit card required. Upgrade to Starter when you're ready for higher volume and additional integrations.
Stop finding out last
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