Reporting

Read the Deflection AI report: what counts as AI Resolved, Team Handled and Internally Escalated, how to filter it, and how the numbers relate to billing.

Reporting shows how many tickets reached Pluno, how many it resolved on its own, and how many went to your team. You need the Admin role to open it.

In the Pluno web app, open Insights & Analytics, then Reporting.

The four numbers#

Card	What it counts
Total Tickets	Tickets that reached Pluno and that Pluno tried to answer automatically
AI Resolved	Tickets Pluno resolved without a human getting involved
Team Handled	Tickets where a human agent replied publicly, or that Pluno escalated to your team
Internally Escalated	Tickets escalated to engineering or another internal team in the period, including tickets Pluno was not involved in

How AI Resolved is counted#

Only full resolutions count. A ticket counts as AI Resolved when Pluno resolved it without a human getting involved. Escalations are never counted.
The number can go down. If a human agent later replies publicly on a ticket, it moves from AI Resolved to Team Handled.
Chats are counted early. A chat can be counted as resolved before it appears in your help desk, and is removed again if it is escalated later.
Every AI-resolved ticket is tagged. Pluno marks a ticket as resolved 72 hours after its last reply if the customer does not respond again, and adds the pluno-resolved tag, so you can filter on these tickets in your help desk.
Test tickets are left out.

Filter the report#

Date range. The default is the last week. Tickets are grouped by the date they were created, in UTC.
Forms. Show only tickets from certain ticket forms.
Brands. Show only certain brands.
Channels. Choose Email, Chat or Call.

Charts#

Each chart can be viewed by Day, Week or Month.

Deflection Ticket Volume. How many tickets reached Pluno over time.
Deflection Resolution Distribution (%). The share Pluno resolved against the share your team handled.
Escalations. How many tickets were escalated.

If you see No deflection data available yet, Deflection AI has not answered any tickets in the period. See Set up ticket deflection.

Reporting and billing#

Deflection AI is billed per resolved ticket. You only pay when Pluno fully closes a ticket, and escalations are never counted, so you never pay for partial work.

To check the tickets behind an invoice, filter on the pluno-resolved tag in your help desk, or email hi@pluno.ai and the Pluno team will send you an export of all AI-resolved ticket IDs for that billing period.

Find the tickets in your help desk#

Pluno tags every ticket it touches, so you can build views and reports in your help desk as well:

pluno-involved for every ticket Pluno took part in
pluno-resolved for tickets Pluno solved
pluno-routed-to-team for tickets Pluno handed to your team

See Tags for the full list.

Last updated October 12, 2026