Is it possible to add our own chatbot + widget

Brady Buttrey March 21, 2024

I want to add an ai chatbot widget to our customer portal that creates tickets. We have a widget for the chat bot designed already and need to train it with the data. Is it possible to integrate our own chatbot? If so, how would I go about it? 

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Perisic Nikola
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March 22, 2024

Welcome to the community @Brady Buttrey !

Currently, Atlassian is only having their AI implemented with no options to create your own chatbot like ChatGPT does.

You can check this page right here: https://community.atlassian.com/t5/Jira-Service-Management/Has-anyone-set-up-a-chatbot-in-jira-service-desk/qaq-p/1083804

Also, I'd recommend checking out Zapier chatbot that allows you to create your own chat bot.

Brady Buttrey March 22, 2024

Thanks Perisic,

 

I read into Zapier a little bit but I wonder if maybe you can answer my lingering question. Would our chatbot need to be created in Zapier, or could we use Zapier to integrate it? Additionally, would it allow us to implement it on the JSM customer portal to help customers using our KBAs and create tickets. 

Perisic Nikola
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March 22, 2024

To answer your question, this is only possible if you use the Zapier as standalone. Otherwise, Atlassian doesn't have this feature enabled yet.

Brady Buttrey March 22, 2024

Interesting, thank you for the information. I'm curious, are you aware if other ITSMs like ServiceNow have features that allow you to integrate your own custom chatbot?

Perisic Nikola
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March 22, 2024

Yeah, here is the link: https://www.servicenow.com/products/virtual-agent.html

They have the similar virtual agent as Atlassian, but also they have the actual chatbot.

Brady Buttrey March 22, 2024

Great, thanks for that. As an alternative to implementing our own chatbot directly on the JSM portal, would it be possible to have a url widget that opens an iFrame to the chatbot?

Perisic Nikola
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March 22, 2024

I don't think so, since this won't be technical feasible.

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