Get started with Jira Service Management for admins
Your first stop for learning how to get started with Jira Service Management.
Create, edit, or delete an intent
The virtual agent is now available for all Jira Service Management customers on Premium and Enterprise plans. Read more about plans and pricing.
Each intent represents a specific problem, question, or request that your virtual agent can help resolve for your customers.
When the virtual agent detects an intent in a customer’s message, it asks them to confirm that the intent detected is correct. Once confirmed, the virtual agent starts the conversation flow for that intent.
Intents can have one of two statuses:
Test – the intent is active in the test channel, but not in the customer-facing request channel.
Live – the intent is active in both the customer-facing request channel and in the test channel.
When you create a new intent, its status is set to Test by default. When you’re ready to activate it for customers, you can change the status to Live. Read more about activating or deactivating an intent, or about virtual agent channels.
Create a new intent
From the navigation on the left, select Project settings, then Virtual agent.
Select Intents, and then Create intent.
To use a template, select Browse templates. Hover over a template to see its details. Select a template to use it.
Enter (or edit) the Name, Description, or Display name.
The Display name may appear for customers as an option they can select to start the conversation flow for this intent, so make it short and clear.
Select Next.
Enter (or edit) three Training phrases. Find out how to train your virtual agent to recognize an intent.
Select Create.
Build the conversation flow for your intent. Find out how to build a conversation flow.
Select Save changes.
Once you’ve created your intent and finished building its conversation flow, it’ll automatically be active in your test channel. We recommend going to your test channel and testing your intent before activating it for your customers in a request channel. Find out how to activate an intent.
‘From your data’ intent templates are generated using your project’s data, and only appear if your project has at least 150 issues and your organization admin has activated Atlassian Intelligence.
‘From your data’ templates are generated using large language models developed by OpenAI. Read more about the capabilities of OpenAI’s models.
Edit an intent
To make changes to an intent:
From the navigation on the left, select Project settings, then Virtual agent.
Select Intents, and then select the intent you want to edit.
Select Flow to edit the intent's conversation flow. Find out how to build a conversation flow.
Select Training to edit the intent's Training phrases. Find out how to train your virtual agent to recognize an intent.
Select Settings to edit the intent's Description, Display name, or Confirmation question.
Select Save changes.
Delete an intent
To delete an intent:
From the navigation on the left, select Project settings, then Virtual agent.
Select Intents.
Hover over the intent you want to delete, and then select Delete () on the right hand side.
Select Delete.
If you want to keep your intent but don’t want it to be active for customers, you can deactivate it instead. Find out how to deactivate an intent.
Example
Let’s say a large number of your customers need help with resetting their passwords for various software applications every day. You have clear instructions documented for each software program, but they’re hard to find, so customers frequently come to your chat platform to ask your support agents for help. This means that your agents spend a lot of their time repeatedly sending the same links to your customers.
In this scenario, you could create an intent called Password reset, and train your virtual agent to recognize when customers are asking for help with resetting their password.
Then you could configure the Password reset conversation flow so that the virtual agent asks the customer which software program they want to reset their password for, sends a link to the instructions, and then asks whether the instructions helped them – and if not, creates an issue in Jira Service Management for one of your agents to work on.
Was this helpful?