Escalate a ticket

This guide is for support agents. It shows how to hand a ticket to engineering from the help desk sidebar, and how to keep the customer informed afterwards.

Escalate a ticket#

1. Open the ticket and find the Escalation box in the Pluno sidebar.
2. Select Escalate. If your team uses several destinations, choose Escalate to Jira, Escalate to Linear or Escalate to Slack.
3. Choose where it should go: the project and issue type, the team, or the channel. Pluno remembers your last choice for each brand.
4. Wait a moment while Pluno writes the report. It fills in the title and description from the conversation.
5. Read the report and edit anything that is wrong or missing.
6. Select Escalate.

You see Escalation successful, and the box now shows This ticket is escalated to: with a link to the issue or thread.

Fill in the form#

Fields marked with an asterisk are required. The Escalate button stays disabled until they are filled, and its tooltip tells you which are missing.

If you change the project, team or channel after the report was written, Pluno asks whether to regenerate it for the new destination.

Add files#

Files are only sent if you add them.

• Add files from ticket attaches files the customer sent.
• Upload files attaches files from your computer.

Larger files are skipped, and Pluno tells you which ones.

Link an existing issue or thread#

If engineering already knows about the problem, link the ticket instead of creating a duplicate.

1. In the Escalation box, select the link icon next to the destination.
2. Find the issue or thread:
   • Jira or Linear. Search, type the issue key, or paste the issue's URL.
   • Slack. Choose the channel, then search or paste the link to the thread.
3. Select Link.

Linking gives you everything a new escalation does: the note on the ticket, the updates and the suggested messages.

Escalate to more than one place#

After an escalation the buttons stay available, so one ticket can be linked to several issues and threads, for example a Jira issue and a Slack thread.

Follow the issue from the ticket#

On an escalated ticket, the sidebar shows Linked Jira Issues or Linked Linear Issues. For each issue you see its status, project, assignee and priority.

• Select Show more for the summary, the number of comments and the latest update.
• Select the comments to read them all, with the issue's description and attachments.
• Type in Add new comment... and select Add comment to write to engineering without leaving the ticket. Use @ to mention someone.

Keep the customer informed#

Right after you escalate, the Suggested Message card offers an acknowledgement you can send. When engineering shares something new, the card offers the next update.

1. Read the message.
2. To change it, type an instruction in Adapt message with AI... and select Generate.
3. Select Paste into editor, then send it as usual.

In human-led mode, you decide what is sent. In autonomous mode, Pluno relays the updates to the customer for you. If the card says Nothing new to share with the customer, there is nothing you need to do yet.

When engineering updates the issue, Pluno adds an internal note to the ticket and sets it back to Open, so it returns to your queue.

Unlink an issue or thread#

Select Unlink next to the link and confirm. When the last link is removed, the ticket no longer counts as escalated.

If something goes wrong#