How to Guide Users to the Right Request Form in the JSM Portal Using Rovo for FREE!

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Atlassian recently introduced a floating help widget/chatbox inside the JSM portal for Rovo Agents (for licensed users only).



This is great news, but can it truly help users find what they need on the portal?

Below are three possible approaches, each with its own pros and cons.

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Option 1: The Native “One-Click” Solution

Atlassian offers a one-click setup to create a custom Rovo agent tailored to your portal.

Inside the JSM space's portal settings you'll find a 'Create from template' button for a new Rovo agent that can be selected to be displayed as widget inside the portal.

The created Rovo agent can even create requests directly in the chat using the Create a request (beta) skill.

The custom Rovo agent includes pre-configured instructions for example to reduce hallucinations, such as:

• “If you cannot find an answer, clearly state that you don’t have the information.”
  
  
• “Before answering, ensure you fully understand the user’s issue.”

However, some fixed instructions don’t fit every portal. For example:

“You are a friendly, approachable service agent helping internal employees self-serve support needs in IT, HR, and Operations.”

Many portals don’t include HR or Operations, yet the agent will still assume they do, something Atlassian will hopefully refine.

When the agent can’t answer a question, it tries to create a request instead. It gathers the required information, shows a request preview, and asks the user to confirm. This works well when the request type has only a few fields, but becomes slow and repetitive when many required fields are involved.

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Option 2: The Manual Workaround

If you prefer that users continue creating requests manually, but still want Rovo to guide them, you can update the custom Rovo agent instructions like this:

If you can’t answer the user’s question or they want to speak to a human, provide a link to the most fitting request form from the list below:

Request name: Support Request
Request description: …
Form link: https://DOMAIN.atlassian.net/servicedesk/customer/portal/…

Request name: Feature Request
Request description: …
Form link: https://DOMAIN.atlassian.net/servicedesk/customer/portal/…

With this information, Rovo can point users directly to the most relevant form.

The downside of this approach:

You must maintain this list yourself. Any portal structure change requires a manual update. And since users are redirected immediately, any information they already gave in chat is lost, they must re-enter it in the form.

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Option 3: The App Solution (Demo video)

We’ve combined the advantages of both approaches in our app:
Portal Guide (JSM, Rovo) FREE or Portal Guide (JSM, Rovo) PRO.

The app provides a Rovo skill called Portal Guide that you can add to your custom Rovo agent. After giving the agent a short instruction on how to use it, the following happens: 

1. The agent will use ‘Portal Guide’ to get the up to date details on request types, their fields, descriptions and form links.
   
   
2. Using this information, the agent will suggest the best matching request form and pre-fills system and custom fields, whenever it fits the conversation. Alternatively you can configure the agent to always provide a redirect in the footer of the text message.
   
   
3. If something is missing in the request form, the user can provide it in the chat or adjust it in the pre-filled form.
   
   
4. The user is redirected to the standard request form and keeps full control over the submission.
   
   

This approach combines Rovo’s intelligence with the reliability of the native portal. 

The main drawback, besides needing a third-party app, is that each redirect opens a new tab.

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Final Thoughts

As with any AI solution, preferences differ. Some teams want a fully automated chat experience, others prefer AI as a guide, and some prefer no AI at all.

Have you tried any of the options above?
Do you have other ideas for using AI to help users navigate the JSM portal?

We’d love to hear your thoughts.