Use AI Copilot on a ticket
A guide for support agents: get a suggested reply, read the guidance and sources, paste it into your answer, refine it by chat, and fix common messages.
This guide is for support agents. It shows how to work with AI Copilot on a ticket, from the first suggestion to the reply you send.
Open Pluno on a ticket#
Open a ticket and find Pluno in the sidebar apps. Pin it, so it is there on every ticket.
Get a suggestion#
In the Answer Copilot card, do one of these:
- Select Find solution to let Copilot work out the best reply to the ticket.
- Select the pencil icon to ask something specific, type your question, and press Enter.
Copilot takes up to a minute. If your workspace runs Copilot automatically, the suggestion is already there when you open the ticket.
Read the result#
| Section | What to look for |
|---|---|
| Suggested message | The reply, in the customer's language. If your team reads another language, your version is shown and the customer's sits under End-user language version |
| Agent guidance | What the customer wants, what Pluno found, the next steps, and anything it is unsure about. Read this before you send |
| References | Closed by default. Open it for a fuller summary and the list of sources. Past tickets appear as ticket numbers, and pages and issues as links |
Use the suggestion#
Select Paste into editor. The suggested message is inserted into your reply at the cursor.
- It goes into whichever composer you have open, public reply or internal note. Check which one before you paste.
- Text you already wrote is kept.
Read the reply and adjust it before you send. You know the customer, and Copilot's guidance tells you where it was unsure.
Refine it#
- Change the reply. Type an instruction in the Chat with Copilot... box, such as "shorter" or "ask for the order number first", and select Send.
- Start again. Select the reset icon to run Copilot from scratch.
- Catch up. If you see new message(s) since this was generated, select Refresh to include them.
After you reply, Copilot waits for the customer's next message. Select Show last suggestion to see the previous result in the meantime.
Draft from the reply editor#
You can also work without opening the sidebar. In the toolbar of the reply editor, select Draft reply with Pluno.
- Generate draft creates a suggestion and inserts it straight into the editor.
- Insert draft appears when a suggestion already exists, and inserts that one.
Know when a suggestion is ready#
When you open a ticket that already has a suggestion, a Suggested Message Available popup appears briefly in the top bar, and the Pluno icon shows a red dot. Switch on Don't show popup again if you only want the dot.
Read the ticket summary#
The Ticket Summary box gives you the conversation in brief, with a Ticket Sentiment of Positive, Neutral or Negative based on the customer's messages. It keeps itself up to date while the sidebar is open.
After you escalate a ticket#
Once a ticket is escalated to engineering, the Copilot card is replaced by a Suggested Message card. It drafts the update for the customer whenever there is news on the issue.
- Paste into editor inserts the message.
- Adapt message with AI... rewrites it to your instruction.
Messages you might see#
| Message | What to do |
|---|---|
| Pluno is currently training | Wait. Copilot becomes available when training finishes |
| This account does not have access to Answer Copilot | Select Request copilot access. The request goes to the Pluno team |
| You've reached your daily run limit | Your workspace has used its runs for today. Ask your admin about upgrading |
| Update Pluno API Key | Ask your Pluno admin to check the API key in the app settings |
| Reconnection Required | Ask your Pluno admin to reconnect the help desk |
| Access restricted by Data Privacy | Your admin excluded this ticket's group from Pluno. Nothing to fix |
| Ticket Access Unavailable | Select Re-check access |
| Ticket Details Unavailable | The ticket is very new. Select Process Ticket |
| Reload Zendesk | Reload the whole browser tab |
| Something went wrong loading the Zendesk app | Select Reload app |
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