Set up ticket deflection

Ticket deflection lets Pluno answer tickets that arrive by email or web form. Pluno replies as an agent in your help desk, and it answers every ticket assigned to that agent.

Before you start#

• Pluno has finished learning from your tickets. Until then, Ticket deflection is locked.
• You have the Admin role in Pluno.
• You can create an agent in your help desk.

Step 1: Create an agent for Pluno#

In your help desk, create a new agent for Pluno to reply as. We recommend a dedicated agent, so Pluno's replies are easy to tell apart from your team's and its tickets are easy to find.

You can use an existing agent instead. Keep in mind that Pluno answers every ticket assigned to the agent you choose, and its replies go out under that agent's name.

Step 2: Choose the agent in Pluno#

1. In the Pluno web app, open Deflection, then Ticket deflection.
2. Under Which agent in Zendesk should Pluno use?, select the agent.
3. If the agent is only used by Pluno, switch on This is a dedicated account only used by Pluno. Pluno then unassigns the agent from tickets it will not handle, so they do not sit in an inbox nobody reads.
4. Select Save.

Pluno confirms with Pluno is now handling tickets assigned to followed by the agent's name.

Step 3: Assign new tickets automatically#

1. Find the card Automatically assign tickets to Pluno.
2. Switch on Activate trigger and auto-assign tickets to Pluno.

New tickets now go to Pluno first. Pluno answers them, and returns the ones it cannot resolve to your queue.

Which tickets the trigger assigns#

The switch controls a trigger in your help desk named Auto-assign new tickets to Pluno. By default, it assigns every newly created ticket that arrives by email or web form.

It skips tickets created through the API, social channels, voice and messaging channels. Chats are handled by messaging deflection instead.

Limit Pluno to some tickets#

You control which tickets reach Pluno in your help desk, not in Pluno. There are two ways:

• Narrow the trigger. Select Edit trigger conditions in Zendesk and add conditions, for example a brand, a group, a ticket form, a tag or a requester.
• Route tickets yourself. Leave the switch off and assign tickets to Pluno's agent by hand or with your own triggers.

Starting with one brand or one form is a good way to roll out gradually.

To keep a whole group away from Pluno entirely, including from its knowledge, use Excluded ticket groups under Data Privacy.

Delay Pluno's replies (optional)#

By default Pluno replies right away. To make replies arrive later:

1. On Ticket deflection, find the card Email ticket replies.
2. Enter the Email ticket delay (minutes).
3. Optionally, enter an Email ticket randomness (minutes). Pluno then adds or subtracts a random amount up to that value, so replies do not all arrive after exactly the same wait. It must be less than the delay.
4. Select Save email ticket timing.

Before a delayed reply goes out, Pluno checks the ticket again. If a human agent has taken over in the meantime, Pluno does not send it.

Turn ticket deflection off#

To stop automatic assignment only, switch off Activate trigger and auto-assign tickets to Pluno. Pluno still answers tickets that reach its agent another way.

To stop ticket deflection completely, select Disable next to Pluno is now handling tickets assigned to. There is no confirmation step.

Tickets that Pluno already answered are still solved automatically after 72 hours without activity.