Escalation Copilot overview
Escalation Copilot sends tickets to engineering with a written report, then brings updates back to the ticket and drafts the reply for the customer.
Some tickets need engineering or product. Escalation Copilot handles the handover in both directions: it writes the report your engineers need, sends it to the tool they work in, and brings their updates back to the ticket so the customer hears about them.
Escalation Copilot is available in every account, during and after the trial.
How it works#
- An agent escalates from the ticket. In the help desk sidebar they choose where to send it. Pluno writes the report from the conversation, and the agent can edit it before sending.
- The issue or thread is created and linked. The ticket gets an internal note with the link, and a tag.
- Pluno drafts an acknowledgement. The agent gets a suggested message telling the customer the issue is with the team.
- Engineering works where they always work. They comment, change the status or reply in the thread.
- Updates come back by themselves. When something matters, Pluno adds an internal note to the ticket and drafts the next message for the customer.
Hybrid mode#
You choose how much Pluno does on its own after an escalation, and you can switch any flow between the two modes.
- Human-led. Pluno drafts each update for the customer, and your agent sends it.
- Autonomous. Pluno relays engineering's updates to the customer itself, forwards the customer's questions to the team, sets follow-up reminders and updates the ticket status.
Where you can escalate to#
| Destination | What is created | Setup guide |
|---|---|---|
| Jira | An issue, with attachments | Set up Jira escalations |
| Linear | An issue, with attachments | Set up Linear escalations |
| Slack | A thread in a channel you choose | Set up Slack escalations |
| incident.io | An incident, for the most critical tickets | Part of the Linear setup |
Pluno also supports escalations to Microsoft Teams.
There is no master switch. Escalation Copilot turns on as soon as you connect one destination, and the Escalation box then appears in the ticket sidebar. You can connect several.
What happens after an escalation#
Pluno follows the linked issue or thread in real time. Updates usually reach the ticket within about a minute.
Pluno does not pass on everything. It reads each update and decides whether your agent needs to know, following your escalation workflows. Out of the box, that means two things: the issue was resolved, or the team is asking for something.
When an update matters, Pluno:
- Adds a private internal note to the ticket, starting with Pluno - Update from Jira: (or Slack, or Linear).
- Sets the ticket to Open, so it comes back into your agent's view. Solved and closed tickets are left alone.
- Prepares a Suggested Message for the customer if there is something new to tell them, or sends the update itself in autonomous mode.
Tags Pluno adds#
| Tag | Added when |
|---|---|
jira_escalated, linear_escalated, slack_escalated |
A ticket is escalated or linked to that destination |
jira_resolved, linear_resolved |
The linked issue is resolved, done or completed |
Use them to build views in your help desk, for example "escalated to engineering and not yet resolved".
Who can escalate#
By default, every agent who can open a ticket can escalate it. Agents do not need a Pluno account.
To limit escalations to certain people, roles or groups, contact the Pluno team. To limit which projects, teams or channels a brand may use, see the setup guide for each destination.
Set it up#
- Connect at least one destination: Jira, Linear or Slack.
- Customize the escalation report so it asks for what your engineers need.
- Review the workflows and settings that decide which updates reach your agents.
- Show your agents how to escalate a ticket.
Last updated