Set sidebar preferences

Sidebar preferences control how Pluno looks and reads for your agents in the help desk ticket sidebar. They apply to your whole workspace.

In the Pluno web app, open Settings, then Sidebar preferences. You need the Admin role. After any change, select Save.

Support Team Language#

Your customers may write in many languages, but your team usually reads one. Set it here and Pluno shows its content for agents in that language, whatever the language of the ticket.

Choose a language from the list, or type any other language. The default is Language of the ticket.

Setting a team language changes:

• The ticket summary.
• Copilot's Agent guidance and References.
• The suggested message. Pluno drafts it in both languages: your team's version to read, and the customer's version to send.
• Escalation Copilot's suggested message and its internal note to the agent.
• Quality Assurance evaluations.

It does not change Deflection AI. Automatic replies always go out in the customer's language.

Ticket Summary Instructions#

This is the instruction Pluno follows when it writes the Ticket Summary box. The default is Create a concise, single-sentence summary.

Replace it to get a different length or format. For example:

• "Summarize in three bullet points: the issue, what we tried, and what is still open."
• "Write a short timeline with one line per reply."

Your instruction takes priority over Pluno's default style. If you leave the field blank, Pluno writes a concise summary in its own style, without the single-sentence rule.

The Ticket Sentiment shown with the summary is not affected by this setting.

Sidebar Layout#

Drag the items to change their order.

You can reorder boxes, but not hide them here. A box only appears when its module is active for your workspace.

Copilot Usage Tracking#

Switch on Track Copilot usage to have Pluno record in your help desk when agents use a suggestion. It is off by default. See Track Copilot usage for what is recorded.