Modernising IT Help Desks with Rovo and Jira Service Management

[#1]

Artificial Intelligence (AI) is rapidly transforming the way organizations approach customer support, offering innovative solutions that empower users to resolve issues independently. By integrating AI-driven tools such as chatbots, virtual assistants, and intelligent knowledge bases, companies can provide instant, accurate answers to common queries, reducing the need for users to create tickets and wait for your support teams.

In this article, I provide 5 steps along with the AI agents and any associated prompts for your teams to adopt AI with Rovo and Jira Service Management on the Atlassian Cloud Platform. We'll be looking at leveraging Artificial Intelligence an modernising your current approach to help desks and customer support. The steps will lead to helping promote and improve self-service, reducing the need for your customers to reach out to your support teams, and enabling them to work on more complex and strategic tasks.

I break down each of the above steps in detail along with the AI prompts below.

1. Leverage AI to identify themes and trends

Chances are, your team can already list the most common themes and repetitive tasks from their queues. This should be a great starting point for you to get a baseline, and consider them as inputs to Step 2.

However, this is also one of the strong points for Artificial Intelligence, and taking a data driven approach is always the preferred way to go. Rovo in Jira Service Management can help identify themes using your ticket data. My recommendation is to create a JQL to identify tickets that have been resolved in the last 14 days, and use Rovo to identify the themes with the JQL as input. Below is what your prompt may look like.

What themes can you identify in my Jira issues? <insert JQL>

You can find more prompts and examples here.

Use the identified themes to get more targeted on where you want your teams to focus on and the type of tasks you want to automate. You will see in Step 2 and Step 3, the themes feed as inputs to either automate, or build knowledge bases and How To articles to improve your self-service capabilities.

To take it a step further, you can also run this to analyse themes on a frequent basis using scheduled triggers and Automation in Jira Service Management, with a goal of identifying trends over time. If you are improving your automation and self-service, you should see tickets in themes you have already addressed reduce over time.

2. Automate common tasks and deploy AI agents with Automation

Automation is key to help reduce manual effort required and speed up ticket resolution. Frequent and common tasks like user activation/deactivation, license provisioning and access requests, or anything that has an API that allows you to do it, should be automated. The above themes you have identified in Step 1, is an input for you to prioritise what tasks can be automated.

Automation in Jira Service Management is a “no-code” capability that lets you do just that. By automating your processes and workflows, you remove the need for you and your team to perform manual, repetitive tasks – and you can focus on the work that matters.

To supercharge your automation, you can now deploy AI Agents along with your automation. Here's one of many common scenarios for you to consider: many tickets raised are often missing some of the information and details required to help the customer, and in many of those scenarios, with the right questions asked, the customer is able to troubleshoot or debug and close the ticket themselves. You can use the prompt below to identify these questions.

Examine the summary and description of the current ticket. 
Considering common problem indicators and troubleshooting paths 
from past similar requests, propose 2-3 key data points that are 
often necessary to pinpoint the root cause quickly. These should 
be very specific facts or observations. Present them as clear, 
direct questions for the user.

You can find more prompts here.

You can then leverage these agents in your automation rules. As an example, you can use the above prompt to automatically add a comment to your ticket upon creation. Take a look at our documentation to learn more.

3. Leverage AI to create and maintain Knowledge Bases

Your support agents are working on tickets, debugging and troubleshooting issues, and responding to customers with answers to help them resolve issues. You can use Rovo to use all of this data, to draft, create and update knowledge base articles using the prompt below.

Create a knowledge base article to help solve :[Describe problem or issue] 
or [Ticket URL] using support articles, documents, conversations, and 
previous related tickets.

You can find more prompts and examples related to knowledge bases here.

Similarly, support agents are often providing step-by-step instructions helping your customers troubleshoot problems. You can use Rovo to craft step by step guides and how-to articles, which will help deflect future tickets and promote self-service. You can use the prompt below to create a step-by-step how-to guide.

Create a step-by-step how-to guide post for [Target Audience] that 
explains how to [Complete a Specific Task/Solve a Problem] in the 
[Field/Industry]. Include detailed steps, practical tips or tools, 
and a summary of key points so the content is educational, practical, 
and easy to follow.

You can find more prompts and examples related to How To guides here.

4. Connect multiple data-sources to boost your search

In any enterprise organisation, as much as there is a need to standardise and keep information and knowledge in a centralised system, it is most commonly spread across multiple platforms. The typical products I encounter with my consulting is Google Drive, Sharepoint and Box. You can connect all these sources of knowledge using the out-of-the-box Rovo Connectors. You can then harness all this knowledge and use Rovo to unlock enterprise search which we will cover in the next step.

Google Drive Connector: Rovo connects seamlessly to all your Google Drive files and folders and enforces user access permissions at the time of each query, ensuring users only see authorized results. Learn more here.

Sharepoint Connector: Bring your SharePoint files and folders into the Rovo experience. SharePoint’s access controls are honored at every step, ensuring only authorized users can view documents. Learn more here.

Box Connector: All your Box documents, spreadsheets, and presentations are indexed for search, with strict adherence to Box’s permission settings to keep your content secure. Learn more here.

5. Deploy AI Powered Search

You have already managed to leverage AI to create and maintain knowledge bases and how-to articles with ease. You have also managed to connect multiple sources of information, further boosting the knowledge and information you have access to from one single place.

With all of this rich information available, it's now just a matter of making all that available directly to your customers, enabling them to find information themselves, without having to raise a support ticket as the first option. This is where AI powered Rovo Search and Rovo Chat can supercharge your employee productivity.

Rovo Search has various ways of giving you access to your company’s knowledge. Your employees can directly access all the Knowledge Base articles, the troubleshooting and how-to guides themselves using Rovo Search. This is not only from Confluence, but all your other data sources such as Sharepoint, Google and Box. Finding the right content using a Search means they no longer have to create a support ticket for things that have already been resolved, promoting self-service and helping deflect tickets.

Didn't find what they are looking for? They can now use Rovo Chat. The Rovo Chat app allows you to access the knowledge of your organization through a conversational interface. It basically means you can ask Rovo to write, read, review, or create things the same way you might ask a person. Rovo AI can use all of the knowledge and craft a helpful response for your employees, promoting self-service and helping deflecting tickets.

---

Above are the 5 steps that will help you modernise your existing help desks and customer support channels using Artificial Intelligence with Rovo and Jira Service Management. By leveraging AI to identify common themes and tasks, automating them and leverage AI along with automation, building and maintaining a good knowledge base, connecting all your data and making it directly available to your customers, you are promoting self-service and reducing the need for them to reach out to your support team, giving them time to focus on the more complex and strategic tasks.