How to build Rovo agents for AI self-service in only THREE STEPS 🥹 | A complete guide
Hey, howdy, hey, Community babes! It's your friendly neighborhood Rovo enthusiast, Janessa, coming to you on behalf of THE @Sarah Scaife (Rovo Studio PM and one of my new favorite people on the planet). 👋 Check out this goodness to get an in-depth look at how to build your own Rovo Agent for self-service so you can impress your team, your boss, and your backlog. 👇
Take it away, Sarah!
TL;DR: Learn how Rovo custom agents can transform service workflows by easily integrating with Jira Service Management. This guide walks through the steps from creating an agent for self-service in just one click, to insider tips as you test, optimize and expand to empower internal employees with fast, autonomous support.
Ready to transform how your teams get help? Here’s why you’ll love Rovo
With agentic technology, Rovo agents…
Land results fast. Scenarios are quick to create, train and guide, just using simple prompts.
Feel like natural conversations. Rovo uses connected knowledge and skills to respond dynamically – rather than following a single, linear path.
Intelligently route tickets. Rovo escalation finds the relevant request type, then collects required fields – which means fewer follow-ups, cleaner ticket hygiene and more possibilities with automation.
Adapt to every user. Rovo answers are multi-lingual, geo-specific and context aware.
Act proactively: Rovo agents go beyond a help front door, triggered to jump in on cue.
How to build a Rovo agent for self-service
Eligibility check: To build a Rovo agent, you’ll need a Standard, Premium or Enterprise plan and Rovo is activated on your site.
Step 1: Create a Rovo agent for a Jira Service Management project using a template – in just one click
Get started in seconds using a template already optimized for self-service: Advanced prompts pointing to your project, the Jira Service Management ‘Raise a request’ skill pre-selected, and your project’s Jira Service Management knowledge base pre-selected.
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In Project Settings under Channels & Self-service, select Portal, then Create from template.
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Click Test to see how your Rovo agent responds and creates tickets out of the box.
Note: The ‘Raise a Request’ skill collects required Request Type fields before the Rovo agent creates a ticket, but custom Forms support is coming soon! Watch this ticket for updates.
PRO TIPS:
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The template instructions specifying your project and project key tell Rovo where to create tickets. As you personalize the template prompt, keep this text if you want escalation behavior.
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You can customize your Default Scenario any time by updating the Instructions prompt, or adding more Knowledge and Skills. For example, using 3rd party Connectors like Slack or Google.
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To create Rovo agents that span multiple Jira Service Management projects, just add more knowledge bases by project.
Step 2: Add the Rovo agent to more surfaces
All live agents are available in Rovo Chat and Extension, so help is already a click away from any screen. For even more impact, add an agent to a JSM Portal, Slack channel or Hub.
Eligibility check: You’ll need Project Administrator permissions for that project, and Owner, Admin or Collaborator permissions for that Rovo agent. You can only add one agent to a JSM Portal, but you can add an agent to multiple Portals. Ensure you deactivate a live virtual service agent first.
In Project Settings under Channels & Self-service,
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Select Portal
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Under Rovo agents, select the Rovo agent you’d like to add.
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To activate, turn the toggle on next to Display a Rovo agent for this portal. The Rovo widget will start working immediately.
Use a Rovo Agent inside Slack
Want to see a demo? Watch this Loom.
Eligibility check: Ensure you deactivate a live virtual service agent first or remove the Assist app from your Slack channel.
The Atlassian Rovo Slack app brings Rovo’s AI-powered assistance directly into Slack, enabling your teams to get AI-powered support from you Rovo agent via direct messages, @mentions, or triggers in channels. To learn more about setting up the app for your site, see this article.
Note: Rovo can’t hand off the ticket to a support agent upon assignment in Slack (like Jira Service Management Chat’s Assist app), but watch this this ticket for updates. We’re working on it!
If the Rovo Slack app is already installed and you already use a Slack channel for support requests, invite your team’s Rovo agent agent to respond there.
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@ mention Rovo, and invite it to your desired channel.
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Type /rovo add
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Choose between Rovo or a custom Rovo agent from your organization. You do this by providing the agent’s URL, which you can copy from the More menu (…) on the agent’s profile.
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Configure emoji or keyword triggers, so the agent knows when to respond in the channel.
Step 3: Build and customize your Rovo agent to amp up performance
Scenarios are available to all Rovo agents. Think of them as optional sub-agents their own specialization, that allow you to split your Rovo agent into different routes. When a Rovo agent responds, it will always match to either a custom-created Scenario (which is your IF case) or the Default Scenario (which is your ELSE case).
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In Scenarios, select the
to build new Scenarios for specific topics with unique workflows.
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In Triggers, set up a Trigger for when the scenario should fire, then add Instructions, Knowledge and Skills guiding the agent on what to do in that particular scenario.
PRO TIPS:
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From your Jira Service Management queue, ask Rovo to analyze and cluster tickets in the last 90 days. This helps tease out common queries ripe for Scenarios, to help you kick off with impact.
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Focus on Scenarios that need an action to be taken but don’t need human support. For example, a policy topic handled by Knowledge where any remaining questions are reviewed at once by the legal team.
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Add specific pages to Knowledge in a Scenario when a process is well defined, so the agent knows to reference just those sources. For example, selecting the official Confluence page on your organization’s bonus policy for a Scenario designed around bonus questions.
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Don’t forget to add the Raise a Request skill to every Scenario where you want to escalate ticket creation in Jira Service Management.
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To automate Scenarios, add Skills from the library – or build custom skills with Forge apps.
More pro tips for building powerful Rovo Agents
If you have a messy or bloated knowledge base, set up a Knowledge Base librarian to help keep knowledge up to date.
Trigger the Rovo agent to act proactively. For example, if a company announcement is coming, trigger the Rovo agent share the news in a Slack channel, then offer to answer any FAQs.
When a ticket is created in Jira Service Management, use the Support Triage agent to help your support teams draft their first reply.
We want your feedback
If you have questions, feedback or just want to brainstorm new agentic workflows in Jira Service Management – join a weekly Office Hours with the Rovo product team dedicated to the self-service experience.
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Janessa Drainville
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