It's a Rovo roundup! 🤠 Agent releases that make self-service use cases in JSM even MORE powerful

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The Rovo team has been working on enhancements that unlock new levels of access, precision, and integration for Rovo agents. Here's a roundup of recent releases that make custom Rovo agents even more powerful for self-service goals. 

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Rovo agents in JSM portals and help centers are available to all Atlassian account holders – even without a paid seat.

 

We’ve addressed your feedback around previous access limits for Rovo agents in JSM. This week, we're rolling out an update to expand Rovo agent availability to all users with an Atlassian account – even those who don't have a paid seat for any Atlassian apps!

This means anyone internal to your organization can:

• Interact with a Rovo agent published to your JSM portal or help center.

• Get instant answers based on your JSM knowledge base.

• Escalate to a JSM ticket directly through the agent when they need a human touch.

**If you already have a Rovo agent in a JSM portal or help center, you'll see this upgrade apply automatically to your unlicensed internal customers.

Read this article for more detail on adding Rovo agents to a JSM help center.

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Test your Rovo agent’s responses for resolution and accuracy with Evaluations

We’ve launched Rovo Agent Evals to help you validate, measure and improve your agent at scale, so they're a trustworthy front door for internal support.

Methodically stress test your agent ahead of publication, and routinely over time.

1. Eliminate guesswork with Response Accuracy: Upload a Q&A dataset and their ideal responses to evaluate your agent’s performance against this gold standard.

2. Measure resolution: Instantly audit resolution quality across your service and Q&A flows using only your raw Q&A set, to make sure your knowledge and agent configuration come together to resolve requests.

3. Manual batch testing: Run dozens of common questions at once to manually review as a team, and spot opportunities for further agent or knowledge tuning.

Pro tip: Use Rovo to pull the Q&A dataset for you with a simple prompt, right from your JSM queue.

Read this article for more detail on Rovo agent Evals.

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Rovo agents in Slack channels handover to support teams upon ticket creation, syncing conversations in comments

Service happens where the conversation is and, for a lot of us, that’s Slack! Rolling out this week: a more fluid transition that turns the handoff from Rovo to support teams into a single, continuous conversation.

When you add a Rovo agent to a Slack channel, the Raise a request skill creates JSM tickets that pre-fill required fields – and now, we’ve extended the power of that skill: Rovo passes the conversation to the ticket Assignee.

• The full Slack thread transcript between the Rovo agent and user syncs to the JSM ticket comments.

• Then, the Assignee can respond straight from JSM ticket comments, which continues to notify live to users in the original Slack thread.

• Or, if they prefer, the Assignee can jump directly into the Slack thread too.

Your support team gets the full context regardless of where they choose to work, and your customers get real-time updates directly from Slack.

**If you already have a Rovo agent using the Raise a request skill and live in a Slack channel, you'll see this upgrade apply automatically.

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We want your feedback!

Whether an IT blocker, HR policy question, or Legal sense check, the goal behind self-service Rovo agents is always the same: quickly get people the help they need, so they can get back to their best work.

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.