• Documentation

Work with Service Request Helper

Service Request Helper is a Rovo agent designed to provide your team with the insights needed to streamline service management and accelerate resolution times. Designed to use both Atlassian apps and connected third-party apps as knowledge sources, this agent can gather relevant information and offer guidance on how to resolve requests with speed and precision.

Suggest how to resolve requests faster

Service Request Helper gathers context from past and ongoing similar requests in your project and suggests steps that your team can perform to resolve requests quickly.

Example

Tell me how to resolve request ITSD-10.

Tell me how to resolve this request.

On entering this or a similar prompt, the agent will respond with a detailed list of steps that you can follow to resolve the request.

Generate reply

Support agents often struggle to explain complex issues, handle frustrated customers, or deliver difficult news. This Rovo agent analyzes details and comments from past similar work items to quickly draft tailored replies. You can use the draft reply as is or edit it to modify the content or tone.

Find the right people to assign requests

Finding the right assignee for a ticket is manually tedious due to the need to sift through numerous team members' skills, availability, and current workload. Service Request Helper can suggest whom you can assign work items to by going through past similar work items.

Generate case summary

Compiling all relevant information for a complex case, often spanning multiple interactions and agents, is very time-consuming. This Rovo agent gathers all associated data, notes, and customer communications to generate a comprehensive case summary, providing a complete overview for effective resolution and handover.

Start and use Service Request Helper

Find out how to access Rovo Chat, select Service Request Helper, and unlock newer ways of improving efficiency:

How to

Article URL

Start Rovo Chat

Accessing Chat

Select Service Request Helper from a list of Rovo agents

Browse Rovo agents

Start Service Request Helper from work item view (in Jira Service Management)

  1. Go to your service project.

  2. From the navigation on the left, select Incidents.

  3. Select any given request.

  4. In the work item view, select Chat with Service Request Helper from within Suggestions

Chat with Service Request Helper

Using Chat

Conversation starters

Service Request Helper presents three conversation starters to help you get started. You can use any of these or use your own prompts.

What steps should I take next?

Help me draft a reply to send to the customer.

Find people who worked on similar requests before

These prompts perform better when you specify the work item key or URL.

Read more about conversation starters

Actions

Actions are how Service Request Helper puts its responses into practice. As of now, Service Request Helper supports the following actions:

Action

Description

Find similar issues

Find work items with a similar summary in a Jira Service Management project.

Draft reply

Draft a reply based on other similar requests in a Jira Service Management project.

Summarize work item

Create a comprehensive summary of a work item in a Jira Service Management project.

Find assignee

Find the right people to assign work items to for faster resolution in a Jira Service Management project.

Suggest next steps

Suggest what steps can be taken to resolve a work item in a Jira Service Management project.

Suggest priority

Suggest the priority for a work item based on similar work items in a Jira Service Management project.

Find out how to write instructions for your custom Rovo agent.

Though Service Request Helper is accessible within Jira, Jira Service Management, Jira Product Discovery, and Confluence, it generates higher-quality output in the context of service requests and other related work types within Jira Service Management. The agent also continuously learns from past similar work items and improves its recommendations over time. We recommend reviewing the agent's suggestions regularly and using thumbs-up 👍 or thumbs-down 👎 to provide feedback to enhance its accuracy and usefulness.

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