Customize the escalation report

When an agent escalates a ticket, Pluno writes the report for them: a title and a structured description built from the conversation. The escalation template decides what that report contains.

You need the Admin role to edit templates.

How Pluno writes a report#

Pluno reads the full conversation and the ticket's context, including its fields, requester, organization, group, brand and tags. It then fills in the template field by field.

It writes for an engineer who has not seen the ticket:

• Short and direct, like a chat message.
• Every relevant detail included, because the report may be all the team reads.
• What the customer tried kept apart from what the agent suggested.

The agent can edit everything before sending.

The default template#

Every destination starts with the same structure.

Title: a one-line summary of the customer's issue, in at most 10 words.

Description:

<Fill out the following template in English>

This ticket has been created from Zendesk.
Ticket ID: {{ticket.id}}
[View ticket in Zendesk]({{ticket.link}})

## Problem
<Describe the problem the user is facing.>

## Customer Business Impact
<Describe the business impact of the problem. If not mentioned, write TODO.>

## Steps to Reproduce
<Describe the steps to reproduce the problem. If not mentioned, write TODO.>

### Actual Results
<Describe the actual results. If not mentioned, write TODO.>

### Expected Results
<Describe the expected results. If not mentioned, write TODO.>

## Browser Used
<Add which Browser the user is using. If not mentioned, write TODO.>

The Linear template leaves out Browser Used. In Slack, the description is called Summary.

Edit a template#

1. In the Pluno web app, open Escalation Copilot, then the destination: Jira escalation, Linear escalation or Slack escalation.
2. Open the Escalation Template tab.
3. Edit the instruction for each field.
4. Select Save.

The next escalation uses the new template.

Write good instructions#

A template is a set of instructions to Pluno, not a form with fixed blanks.

• Follow the convention of the default template. It puts instructions in angle brackets, such as <Describe the steps to reproduce the problem.>, and writes headings and fixed lines as plain text.
• Say what to do when information is missing. "If not mentioned, write TODO" makes gaps visible to the agent.
• Use ticket placeholders. {{ticket.id}} and {{ticket.requester.name}} are filled in from the ticket.
• Ask for what your engineers always ask for. If they need an account ID, an environment or an error code on every issue, add a section for it.

Fill other fields automatically#

A field is only filled if its template has an instruction. That is why Pluno writes the title and description by default, but leaves fields such as priority, labels or assignee to the agent.

To have Pluno fill one, write an instruction for it, for example for a Jira priority field: "Set to High if the customer cannot work, otherwise Medium." Pluno chooses from the options the field really has.

For Jira, the template shows the fields your project requires, plus optional fields your agents switched on with Configure fields in the escalation form.

Use a different template for a project, team or channel#

Different teams want different reports. Add an override next to the default:

1. On the Escalation Template tab, open Select template scope.
2. Select + Add template and choose the scope.
3. Edit the instructions and select Save.

Escalations outside an override use the Default template. Deleting an override returns that project, team or channel to the default.

Change the language#

Reports are written in English, because the default template starts with <Fill out the following template in English>.

To get reports in another language, change that first line, for example to <Fill out the following template in German>. The Support Team Language in sidebar preferences does not affect reports.

The incident.io template#

If you escalate critical tickets to incident.io, the incident has its own template. Edit it under Incident escalation template on the Linear Workspace Configuration tab.

By default it fills in the incident's name and a summary with the problem, the customer business impact and the steps to reproduce.