Manage agent access and track usage
See which agents can use AI Copilot in your help desk, how to limit or grant access, and how to track Copilot usage with tags you can report on.
This page covers who can use AI Copilot in your help desk and how to measure how much they use it.
Who can use Copilot#
By default, every agent who can open a ticket in your help desk can use Copilot on it. Agents do not need a Pluno account.
Pluno follows your help desk's own permissions. An agent sees Pluno's content for a ticket only if they can access that ticket, based on their role, groups, brands and organizations. If an agent's access to a ticket looks out of date, they can select Re-check access.
Limit Copilot to certain agents#
The Pluno team can limit Copilot to specific people, roles or groups in your workspace, or block specific people. Contact the Pluno team with the list.
The same choice also applies to Draft reply with Pluno and the top-bar popup.
When an agent asks for access#
An agent without access sees a message in the Answer Copilot card and a Request copilot access button. Selecting it sends the request to the Pluno team, who then update access for your workspace.
Track Copilot usage#
Pluno can mark tickets in your help desk whenever Copilot is used, so you can build views and reports there.
- In the Pluno web app, open Settings, then Sidebar preferences.
- Under Copilot Usage Tracking, switch on Track Copilot usage.
- Select Save.
Pluno then adds these tags to tickets:
| Tag | Added when |
|---|---|
pluno:copilot_suggested_message_used |
An agent pasted the suggested message into their reply |
pluno:copilot_suggested_message_text_selected |
An agent selected text in a suggestion, for example to copy part of it |
pluno:chat_with_copilot_used |
An agent sent a message in the Copilot chat |
pluno:escalation_to_slack |
The ticket was escalated to Slack |
pluno:escalation_to_jira |
The ticket was escalated to Jira |
pluno:escalation_to_linear |
The ticket was escalated to Linear |
Review what Copilot suggested#
To see what Copilot produced on a specific ticket, open Insights & Analytics, then Ticket & Chat history, and pick the ticket. It shows the suggested answer, the agent guidance and the references. You need the Admin role.
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