Refined Portal Alternatives for JSM

[Michael Shannon]

Are there any good alternatives to customize and support AI chat functionality for the JSM portal other than Refined? Overall, Refined is a solid site with lots of good features. However, they are essentially forcing users to upgrade to the Advanced package. Some standard features that users are already getting will no longer be available unless they upgrade. 

Also, the limitations with it's widget capabilities are problematic. Rovo chat is more powerful than the virtual service agent but it's not compatible with Refined. Even if we settle and configure/use the VSA, that option is severely limited. I understand that Refined is a business and they want customers to use their AI tools but I feel that they should be more accommodating for native JSM chat tools. We may need to suck it up and go back to using JSM's native tools. 

Sources: 

https://jira.atlassian.com/browse/JSDCLOUD-16379

https://help.refined.com/space/CLOUDDOCS/4704241268/Chat+widgets

https://community.atlassian.com/forums/Jira-Service-Management/Virtual-Service-Agent-and-Refined-Portal/qaq-p/3180534

[Arkadiusz Wroblewski]

Hello and Welcome @Michael Shannon 

If native AI chat is the priority, I’d seriously consider going back to the native JSM portal.

I’m not aware of a strong Refined alternative that gives you both strong portal customization and clean support for Rovo / VSA.

So it currently feels more like:

Refined = better branding/customization

Native JSM = better fit for Atlassian AI/chat

That’s probably the main tradeoff here.