Set up Jira escalations

With Jira connected, your agents can create a Jira issue from a ticket in a few clicks, or link the ticket to an issue that already exists. Updates on the issue then flow back to the ticket.

You need the Admin role in Pluno, and Jira admin rights to install the app.

Connect Jira#

Escalation Copilot and AI Copilot share one Jira connection.

• Already connected Jira for Copilot? You are done. Skip to the next section.
• Not connected yet? In the Pluno web app, open Escalation Copilot, then Jira escalation, and select Install Pluno Jira App. The steps are the same as in Connect Jira to AI Copilot, including the Pluno Auth Token.

Once Jira is connected, the Jira Escalation page shows Connected to followed by your site, and the Escalate to Jira button appears in the ticket sidebar.

Limit projects and issue types per brand#

By default, agents can escalate tickets of any brand to any project and issue type. To narrow that:

1. On Jira Escalation, open the Restrict Projects & Issue Types tab.
2. Find the brand and tick Restrict Jira projects for this brand.
3. Tick the projects agents may use for that brand.
4. For each project, choose the issue types, or leave it on All types.
5. Select Save.

The restriction applies everywhere: the escalation form, the search for existing issues, the Jira API, and the issues AI Copilot may use as context.

Show the number of linked tickets on a Jira issue#

Engineers often prioritize by how many customers are affected. Pluno can keep that count on the issue.

1. In Jira, create a number field for the count, if you do not have one.
2. On Jira Escalation, open the Jira Instance Configuration tab.
3. Under Linked Zendesk Ticket Count Field, choose that field.

Pluno updates the field every time a ticket is linked to or unlinked from an issue. The default is None (Disabled).

What your engineers see in Jira#

Each Jira issue gets a Pluno panel listing the linked tickets, with each ticket's number, subject, status and assignee. Engineers can open a ticket from there.

Issues created by Pluno get the label zendesk.

Connect more than one Jira site#

Select Add More Jira Instances and install the Pluno app on the other site. Agents then choose the site under Jira Instance when they escalate.

Use the Jira API#

If you manage links from your own systems, Pluno offers two endpoints.

1. On Jira Escalation, open the Jira API tab.
2. Select Create or rotate key and copy the key. It is shown once.
3. Send it in the X-Pluno-Api-Key header.

Your brand restrictions apply to these requests too. Select Revoke key to disable a key.

Next steps#

• Customize the escalation report for Jira, or for a single project.
• Decide which Jira updates reach your agents in workflows and settings.