Auto-reply to Jira tickets with AI?

[brian.lee]

In an effort to cut down time dealing with issues the end user could troubleshoot and possibly resolve themselves, I was wondering if it was possible to incorporate auto-replies with AI. An example use case:

User emails IT about issues with VPN not starting. Once the AI gathers context about the contents of the email, it detected that the user has an issue with VPN. Then it will auto-reply to the ticket with content we customize (link to troubleshooting doc, instructions on troubleshooting on the auto-reply, whatever we see if best fit).

If such a thing exists, will be possible to train the AI to look out for specific keywords or phrases? I believe if this could be incorporated, it will reduce troubleshooting time and also be helpful for after-hours tickets on issues that the end user could possible resolve themselves without having to wait for IT to respond.

Thanks!

[Jim Knepley - ReleaseTEAM · Accepted solution]

Hi @brian_lee. Welcome to the community.

You can certainly automate that behavior with Atlassian Rovo.

Rovo prompts can be integrated as a step in Jira automation, it's just a question of writing a prompt based on the triggering issue. You can use the usual smart values, so getting issue details should be simple.

Rovo integrates Jira and Confluence data, so the response can be based on documentation from Confluence. Also, you can write Rovo agents using Forge which could be very useful to things like looking up recent VPN logs for that user to use as context.

A word of caution, though... users can tell when a response is written by AI these days, and they don't like it. It's one thing for very specific issues like VPN connectivity, but don't just throw every ticket at Rovo and call it a day.

[brian.lee]

Hi Jim, thank you for your response. You are correct, I'd look into only generating auto-responses for specific inquiries, not all. I will check out Rovo. Thank you!