This is the second part of our beginner-friendly series about the Rovo agents included with Atlassian Cloud.
In service and support, there is always work to be done. When something goes wrong, every minute counts, and even small delays can quickly pile up.
Atlassian Rovo includes three agents designed to help with these challenges. If you have a paid Atlassian Cloud plan, these agents are already in your account and ready to use; no setup needed. These agents do not replace your team’s judgment. Instead, they handle repetitive tasks such as triaging, drafting initial replies, and managing the rush when issues arise.
Rovo Ops
When an incident happens, it can be hard to know what to do next, especially under pressure. Rovo Ops supports on-call duties and guides you to detect, respond to, and recover from incidents faster. Just bring it the active incident, and it will guide you through the process. This helps keep things calm, since you are not figuring out steps on the fly.
Service Request Helper
Most support replies repeat answers your team has given before. Service Request Helper uses that history as an Rovo agent to help. When you get a new request, it drafts a response based on past answers. It also suggests who should handle the request, what skills are needed, and provides a short summary. This way, your team stops rewriting the same replies, and requests get to the right person right away.
Service Triage
Sorting the queue is important, but it can take up a lot of your team’s time. Service Triage takes care of this in the background. It works as part of an automation rule, automatically sorting requests and updating fields in your service project. To use it, just start your prompt with “Automation mode.” This way, your team opens a queue that is already organized and can focus on solving problems instead of sorting them.
How these differ from the virtual service agent
Many teams find this part confusing, so let’s be clear.
The virtual service agent in Jira Service Management works with your customers. It appears in your portal, widget, Slack, or Teams, and tries to resolve requests before a person needs to step in, using intents and AI answers from your knowledge base. This agent requires a Premium or Enterprise plan and some setup.
The three Rovo agents above are for your team. They do not deflect requests, but instead help your team handle incoming requests more quickly.
Each agent solves a different problem, and the best service desks use both. The virtual service agent reduces the number of requests that reach your team, while the Rovo agents help your team handle requests faster. If you only use one, remember that Rovo agents need no setup, so you can get started with them right away.
How to find them
To find these agents, open Chat in Jira or Confluence and look through the available options. Rovo Ops and Service Request Helper work when you ask them, much like asking a teammate for help. Service Triage is set up as an automation rule, so you configure it once and let it run. If you are not sure how to set up the automation, just ask the agent for help and it will guide you.
Start using them
These agents are already available and ready for your next ticket. If your team is still managing the queue manually, now is a good time to let the agents handle the repetitive tasks. Try Service Request Helper first for a quick improvement, then let Service Triage handle the sorting.
Next in the series: the agents built for developers and agile delivery teams.
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