Work with Service Triage agent
Service Triage is a Rovo agent designed to automatically triage incoming requests by analyzing their content, sentiment, and other details to instantly determine the request type, urgency, and priority. This agent can also determine whether a request should be escalated based on SLAs, customer interactions, urgency, etc.
Like other out-of-the-box Rovo agents, you can chat with Service Triage agent and it will generate responses based on your prompts. In addition, this agent can be used within automation rules, so you can automate triage and field updates for requests within your service project.
To trigger the automation mode, add “Automation mode” at the beginning of your prompt. You’ll be able to use the agent’s response directly within the automation rule.
Read more about how to use an agent within automation rules
Generate reply
Support agents often struggle to explain complex issues, handle frustrated customers, or deliver difficult news. Service Triage 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.
Suggest priority
To avoid delays or misprioritizations, you can use this agent to analyze the details, comments, and customer sentiment to instantly suggest priority, ensuring critical issues get immediate attention.
Suggest request type
Manually categorizing incoming requests can be time-consuming and prone to errors. Service Triage agent analyzes details such as summary and description to suggest the correct request type, ensuring requests are routed efficiently and accurately from the start.
Suggest escalation
Knowing when to escalate a ticket is crucial to preventing customer frustration. The Service Triage agent monitors customer sentiment, SLAs, and other details to suggest escalation at the right moment, ensuring timely intervention.
Generate summary
Service Triage agent can review the overall activity and conversations in a work iteam to generate a concise summary, highlighting key issues, actions taken, and resolutions for quick internal reference.
Generate case summary
Compiling all relevant information for a complex case, often spanning multiple interactions and agents, is very time-consuming. Service Triage 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 Triage
Find out how to access Rovo Chat, select Service Triage, and unlock newer ways of improving efficiency:
How to | Article URL |
|---|---|
Start Rovo Chat | |
Select Service Triage from a list of Rovo agents | |
Chat with Service Triage | |
Use Service Triage in automation |
Conversation starters
Service Triage presents three conversation starters to help you get started. You can use any of these or your own prompts.
Suggest a priority for this issue.
Suggest a request type for this issue.
How do I automate triage?
These prompts perform better when you specify the work item key or URL.
Read more about conversation starters
Actions
Actions are how Service Triage puts its responses into practice. As of now, Service Triage supports the following actions:
Action | Description |
|---|---|
Suggest priority | Suggest the priority for a work item based on similar work items in a Jira Service Management project. |
Suggest request type | Update the request type for a work item based on similar work items in a Jira Service Management project |
Summarize work item | Create a comprehensive summary of a work item in a Jira Service Management project and add it as a comment. |
Suggest escalation | Suggest whether a work item should be escalated based on SLAs and other factors. |
Find out how to write instructions for your custom Rovo agent.
Though Service Triage 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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