AI Tools to Respond to Tickets?

[Louis Angelo Saldana]

Hi Community, 

I was wondering if there are currently any Jira tools in placed where a user submit some documentation to train the AI how to respond to tickets once created, that way there can be a quicker response to tickets? 

[Jim Knepley - ReleaseTEAM]

Welcome to the community, @Louis Angelo Saldana 

You might be looking for the "virtual service agent" in JSM. You might also look at Rovo, which I suspect is the direction Atlassian is heading.

[Louis Angelo Saldana]

Interesting, thanks Jim, I'll take a look into both of these to see what might be of service to my team. Thanks for your input. Have you had any success with this in your own experience?

[Jim Knepley - ReleaseTEAM]

Rovo is relatively new (earlier in October 2024), and I've only spent an hour or two exploring it.

A few things impressed me, like that it responds based on your access rights to data. It sounds obvious and is the right thing to do, but couldn't have been easy to implement.