Virtual Agents Email

[Lee Hutchinson]

Hello, I am looking to get virtual agents set up for one of my portals. I just had a couple of questions regarding it - 

1) If the virtual agent response to a ticket on the portal does it still send the email to the customer where they can reply?

2) Is there an option for an API for us to use it within our company app?

Thanks guys,

[Ugnius Aušra · Accepted solution]

Hello @Lee Hutchinson ,

Typically, when a virtual agent responds to a ticket on the portal, it can be configured to trigger notifications. In many setups, the response will send an email to the customer, allowing them to reply directly. However, the exact behavior depends on your notification settings in Jira Service Management and can be customized to match your workflow needs. 

Now talking about another topic. Currently, virtual agent capabilities are typically accessible within Atlassian's products directly. For custom integrations within your company app, you could look into Jira Service Management's API to manage ticket creation, status updates, and customer interactions. However, direct API access to virtual agent-specific features may be limited, so it might be best to integrate using general API endpoints and customize the virtual agent's functionality in-app as needed.

Best regards,

Ugnius