Service Desk Virtual Agents

[Lee Hutchinson]

Has this been rolled out to customers now or is it still only for agents?

[Nikola Perisic · Accepted solution]

Hello @Lee Hutchinson 

Virtual agents are working based on the Slack channel that you connect to your service management project. There two types of channels:

• Request channel - this channel can be included for both your customers and your agents
• Agents channel - this channel is only specified to be used only by the agents

[Nikola Perisic]

@Lee Hutchinson You can also use it in the portal: https://support.atlassian.com/jira-service-management-cloud/docs/use-the-virtual-agent-in-your-portal/

[Lee Hutchinson]

Just one more thing, I have 2 portals for my business. Do I need to set up virtual agents on both of them individually or is it global? 

[Nikola Perisic]

You need to set up for both projects since agent and requests channels for Slack will be different.

[Lee Hutchinson]

No problem, that is great. I only want it on one portal. But was worried if I uploaded knowledge base articles it would show to both portals but it wouldn't be applicable to both.

Thanks for all your help Nikola, you're a legend!

[Lee Hutchinson]

@Nikola Perisic if a virtual agent responds to a ticket in the portal, will it supply an update via email as well?

[Lee Hutchinson]

So everything has to be done in Slack and not the portal?