AI Tagging & Field Filling

AI Tagging & Field Filling takes ticket admin off your agents. Pluno reads the ticket, picks the right form, and fills the fields you choose: tags, type, priority and your custom fields.

Before you start#

• You have the Admin role in Pluno.
• The fields you want filled are active in your help desk. Only active fields are listed.

Set it up#

In the Pluno web app, open AI Tagging & Field Filling, then Configuration. Every switch saves as soon as you change it.

Step 1: Choose the fields#

Under Zendesk fields, switch on each field Pluno should fill. Tags, Type and Priority come first, followed by your custom fields.

For each field you switch on, you can select + Add additional context and tell Pluno how to decide, for example "Always set to Bug if the ticket mentions error codes". Pluno already knows the field's options and its description from your help desk, so only add what is not obvious from those.

Step 2: Let Pluno choose the form (optional)#

Switch on Ticket form selection to have Pluno pick the best ticket form before it fills the fields. It chooses among the active forms for the ticket's brand.

Select + Add additional context to guide the choice, for example "Use the billing form for invoice or payment issues".

Step 3: Choose when fields are filled#

You can switch on both. Filling at creation helps routing and reporting from the first minute. Filling at resolution captures what the ticket turned out to be about.

Two things happen whatever you choose here:

• Agents can fill fields on demand from the sidebar.
• When Deflection AI solves a ticket, it fills the fields first.

Which fields Pluno can fill#

Description, status, group and assignee cannot be filled. The subject is only rewritten when an agent uses Fill, update & draft message in the sidebar.

How Pluno chooses values#

Pluno reads the ticket's subject, its most recent messages, the current field values, and the requester's recent ticket subjects. If Shopify is connected, it sees the customer's data there as well. On call tickets, it reads the call summary.

It then follows these rules:

• It respects your agents. Automatic runs never overwrite a value an agent set, and never change a form an agent chose.
• It leaves optional fields empty unless it is sure. An optional field is filled only when the ticket gives clear evidence or your instructions say so.
• It always fills required fields. A field your help desk requires before a ticket can be solved is filled even if you did not switch it on. If the ticket gives no basis for a value, a required dropdown gets its first option and a required text field gets "Unknown".
• It keeps the form when in doubt. If the evidence for another form is weak, the current form stays.
• It records why. Pluno keeps a justification for every value it sets.

Fill fields from the sidebar#

Every ticket has an AI Tagging & Field Filling box in the Pluno sidebar. Any agent can use it.

Switch between the two with the arrow on the button. Results are written to the ticket straight away, and the box lists what changed.

Fields cannot be filled on closed tickets.

Pricing#

AI Tagging & Field Filling is included in your Pluno base fee. See pricing.