What Pluno adds to your help desk
A reference of everything Pluno installs or creates when you connect your help desk: the app, the access it requests, triggers, webhooks and tags.
Pluno runs inside your help desk instead of replacing it. This page lists everything it adds when you connect, so your help desk admin knows exactly what to expect.
Access Pluno requests#
- Read and write access to your help desk, approved by a help desk admin when you connect. Pluno uses it to read tickets and to write replies, internal notes, tags and ticket fields.
- One API key for the Pluno app. You copy it from Pluno and paste it into the app's Pluno API Key setting.
- Optional messaging credentials. For chat channels, Pluno uses a Zendesk Conversations API key that your admin creates (App ID, Key ID and Secret key).
The Pluno app#
Pluno is listed on the Zendesk Marketplace under several names, one per module, such as AI Copilot by Pluno or Deflection AI by Pluno. Every listing installs the same app with the same functionality, so you only need one.
The app appears in these places:
| Location | What your agents see |
|---|---|
| Ticket sidebar | Boxes for Ticket Summary, Copilot, Escalation, Troubleshooting Agent, AI Tagging & Field Filling and QA Evaluation (once resolved) |
| Ticket editor | A Draft reply with Pluno button |
| Top bar | A popup when a new suggestion is ready |
Admins can change the order of the sidebar boxes in Sidebar preferences.
Webhook#
Pluno creates one webhook, Notify Pluno on ticket events, so it hears about ticket activity as it happens.
Triggers#
| Trigger | When it is created | What it does |
|---|---|---|
| Notify Pluno on ticket updates | When you connect | Tells Pluno when a ticket is created, a comment is added, or the status or assignee changes |
| Notify Pluno when conversation ends | When you connect | Tells Pluno when a messaging conversation ends |
| Close ticket when pluno-closed tag is added | When you connect | Closes a ticket when the pluno-closed tag is added to it |
| Auto-assign new tickets to Pluno | When first needed | Assigns new tickets to Pluno's agent. It is created inactive, and you activate it from Ticket deflection. It skips follow-up tickets of chats that were already handed to your team |
| End messaging session when pluno-end-session tag is added | When first needed | Ends a messaging session once Pluno adds the pluno-end-session tag, then removes the tag |
Messaging#
Once you save your messaging credentials, Pluno adds a Conversations integration and a switchboard integration, both named Pluno. On the channels you enable, Pluno becomes the first responder and hands conversations over to your agents in the Zendesk Agent Workspace when needed.
Tags#
Pluno marks the tickets it touches with tags, so you can filter and report on them in your help desk. It adds its own tags and never replaces the tags a ticket already has. The one tag it removes again is pluno-end-session, as described below.
| Tag | Added when |
|---|---|
pluno-involved |
Pluno replied to the customer, escalated the ticket, or resolved it |
pluno-resolved |
Pluno resolved the ticket. For tickets, that is after 72 hours with no further activity following Pluno's reply, with no escalation and no public reply from a human agent. Pluno sets the ticket to Solved at the same time |
pluno-resolved-chat |
Pluno resolved a chat and saved it to your help desk as a solved ticket |
pluno-routed-to-team |
Pluno handed the ticket or chat to your team. The ticket is unassigned from Pluno so it lands back in your queue |
pluno-routed-chat-to-team |
Pluno handed a chat to your team. Added together with pluno-routed-to-team |
pluno-merged |
Pluno merged this ticket into another open ticket from the same requester. Only happens if you allow automatic ticket merging |
pluno-detected-automated-reply |
The latest customer message looks like an auto-reply, such as an out-of-office message. Pluno does not answer it, which prevents reply loops |
pluno-end-session |
Pluno is ending a resolved chat session. The tag is removed again as soon as the session ends |
pluno-monthly-deflection-limit-exceeded |
Your workspace reached its monthly deflection limit, so Pluno left this ticket or chat for your team |
In messaging, Pluno passes these tags on when it hands a conversation over, and they appear on the ticket your help desk creates for it.
Tickets escalated to engineering get their own tags, such as jira_escalated and jira_resolved. See Tags Pluno adds.
If you switch on usage tracking, Pluno also tags tickets where an agent used AI Copilot or escalated to engineering. See Track Copilot usage.
What Pluno does not create#
- No custom ticket fields.
- No new user. Pluno replies as an agent you choose. We recommend creating a dedicated agent for it.
Data Pluno imports#
When you connect, Pluno imports your past tickets and adds your help center as a knowledge source. See How Pluno learns.
Change the connection later#
You can switch the account Pluno uses, or connect another help desk instance, at any time. See Manage your help desk connection.
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