Intents

[Louie Cooper]

Can we use intents within Jira for emailed issues? I want to be able to use an intents to respond to tickets that are created via email. The documentation for intents is fairly vague and so I can't find an answer to this elsewhere. 

[Marc - Devoteam]

Hi @Louie Cooper 

If you have Confluence you can link a space with KB articles to your JSM project and provide customers with solutions articles based on their wording typed in the issue summary.

https://support.atlassian.com/jira-service-management-cloud/docs/set-up-a-knowledge-base-so-customers-can-serve-themselves/ 

[Matteo Vecchiato]

Hi @Louie Cooper ,

Thank you for your question. Intents are thought to give a solution to the customers before /avoiding creating a ticket.

The automated creation of ticket through email doesn't offers intents because the ticket is created directly, and currently it is not possible to use intents for generate comments.

Instead I suggest to investigate the "Ai Answers" if it is feasible for your scenario: https://www.atlassian.com/software/jira/service-management/product-guide/tips-and-tricks/virtual-agent#setting-up-ai-Answers 

Kind regards