Virtual service agent

[Ryan Prince]

When staff want to lodge a ticket or request help, they need to choose the relevant category (photo attached).

Can the VSA be trained to automatically raise the ticket to the correct category when escalating an issue via chat with the virtual service agent?

For example,someone's monitor isn't working, so the ticket escalation goes to "Something isn't working." If someone identifies a security issue, the escalation creates a ticket under the "I want to improve or change something" category.

[sanam malleswari]

Hi @Ryan Prince

Yes, the Virtual Service Agent (VSA) can be configured to auto-assign tickets to the correct category.

Train the VSA with intent recognition:

• Use keywords and intents (like “monitor not working”, “security issue”) to map conversations to specific request types.

• Map intents to request forms:

  • For example:

    • “Monitor not working” → Automatically raises a ticket under “Something isn’t working.”

    • “Security concern” → Routes to “I want to improve or change something.”

• Use Jira Service Management’s VSA customization options:

  • In admin settings > Virtual Agent, configure:

    • Topics (FAQs/intents)

    • Escalation rules to request types

    • Smart values or conditional logic to trigger form submission

• Test & iterate:

  • Simulate different conversation scenarios to verify correct routing.

  • You can also add follow-up questions to refine the routing logic (e.g., “Is this related to hardware, software, or access?”