AI Tagging & Field Filling
Zero manual ticket classification. Ever.
Pluno automatically tags, categorizes, and fills every ticket field the moment a conversation begins — using AI that reads the full context, not just keywords. Agents spend zero time on admin work.
Key Metrics
- 95% Tagging accuracy
- 30s–2min Saved per ticket
- 0 Manual classification
Trusted by 200+ support teams handling 500K+ tickets per month
Every field filled before agents even look
Priority, type, tags, custom fields, and ticket forms are filled automatically on ticket creation — based on the full conversation, not just the subject line. By the time an agent opens the ticket, it's already classified.
- Auto-fills on new ticket creation — no clicks needed
- Reads the full conversation context, not just keywords
- Handles custom fields, dropdowns, checkboxes, and tags
- Respects validation rules and conditional requirements
Auto-Fill FieldsAI
Analyzing ticket content...
“Billing portal returns 403 after password reset”
- Priority: High
- Type: Bug→Authentication
- Tags: billingportalauth403-error
Smart enough for complex field logic
Real ticket forms have conditional fields, required fields that change based on other values, and regex validation. Pluno handles all of it — evaluating parent field dependencies and filling nested requirements correctly.
- Evaluates conditional required fields based on parent values
- Respects regex validation patterns on custom fields
- Merges tags without overwriting existing ones
- Selects the right ticket form automatically
Works on every trigger, not just new tickets
AI Tagging runs on ticket creation, after call transcripts are ready, when tickets auto-resolve, or on-demand from the Zendesk sidebar. It adapts to the latest conversation state every time.
- Auto-fills on new ticket creation
- Re-runs after call summaries are transcribed
- Fills required fields before auto-resolve
- Manual one-click trigger from the Zendesk sidebar
Handles the edge cases other tools miss
Conditional fields, regex validation, nested dependencies — AI Tagging handles the complexity of real Zendesk setups, not just simple dropdowns.
Ticket form selection
AI picks the right ticket form based on the conversation — so downstream fields, routing rules, and SLA policies all work correctly from the start.
Custom instructions per field
Add field-specific instructions like 'only set priority to urgent if the customer mentions a production outage' — the AI follows your rules.
Never overwrites existing data
Tags are merged, not replaced. Fields that already have agent-set values are respected. AI only fills what's empty or what you configure it to update.
Re-runs on new context
When a call transcript arrives or a ticket is auto-resolved, AI Tagging re-evaluates with the latest information and fills any remaining gaps.
Full conversation analysis
Reads the last 12 messages, ticket metadata, user and org fields, and even Shopify context to make accurate classification decisions.
Retry logic built in
If the AI can't determine a field value on the first attempt, it retries up to 3 times with refined context — reducing missed classifications.
How AI Tagging works
From ticket creation to fully classified — before an agent even opens it.
- Ticket arrives: A new ticket is created via email, form, chat, or voice. AI Tagging activates automatically — no manual trigger needed.
- Context analysis: Pluno reads the full conversation, ticket metadata, customer info, and configured field rules to understand the context.
- Fields filled: Priority, type, tags, custom fields, and ticket form are set — with a justification for each decision the AI makes.
- Agent picks up a clean ticket: By the time an agent opens the ticket, it's fully classified and routed — ready for resolution, not admin work.
I compared Pluno with Fin by Intercom, and Pluno was miles ahead!
Frequently asked questions
What ticket fields can AI Tagging fill?
AI Tagging can fill priority, type, tags, custom dropdown fields, text fields, checkboxes, and even select the right ticket form. It handles all standard Zendesk field types except system fields like subject, description, status, group, and assignee.
Does it overwrite fields that agents have already set?
No. Tags are merged with existing tags, never overwritten. For other fields, AI Tagging respects values that have already been set by agents. It only fills what's empty or what you've explicitly configured it to update.
Can I customize how specific fields are filled?
Yes. Each field has its own toggle and custom instructions text box. You can add rules like 'only set priority to urgent if the customer mentions a production outage' or 'tag as billing-issue when payment or invoice is mentioned.'
When does AI Tagging run?
It can run on four triggers: automatically on new ticket creation, after a call transcript is ready, before auto-resolve (to fill required fields), or manually via a one-click button in the Zendesk sidebar.
How does ticket form selection work?
When enabled, the AI reads the conversation and selects the most appropriate ticket form from your configured forms. This ensures downstream fields, routing rules, and SLA policies all work correctly from the start.
How accurate is the tagging?
AI Tagging achieves approximately 95% accuracy by reading the full conversation context — not just keywords or subject lines. It also provides a justification for each field decision, so you can audit and refine as needed.
Does it work with conditional and required fields?
Yes. AI Tagging evaluates conditional requirements — where a field becomes required based on another field's value — and fills nested dependencies correctly. It also respects regex validation patterns on custom fields.
Is there a free plan?
Yes. AI Tagging includes a free tier with 5 tickets per month, so you can try it before committing. Paid plans scale with your volume.
Stop wasting agent time on ticket admin
Pluno fills every field, tag, and category automatically — so your agents can focus on solving problems, not classifying them.