We're currently finishing migrating our Halp answers over to Virtual Agent/Assist. I had a couple of feedback items I wanted to post. The Virtual Agent is a decent tool, but our team could really use some additional features.
- Make items within the Intent workflow copyable. It would be nice if I setup a multiple question item to easily be copied over to another portion of the tree. If there was a way to have something like an intent widget that could be re-used when building new intents, that could work too.
- Create an Intent template (even global templates) that could already be used to create other intents.
- Allow users to "cancel" an Intent workflow. The Virtual Agent is quite aggressive with wanting to create tickets. Users in our helpdesk channel sometimes just want a quick answer and a virtual agent ticket isn't always needed.
- Allow exporting and importing of Intent answers. The test channel is nice, but for those with a Jira sandbox, it would be great to be able to be able to test in a sandbox.
- Need a Intent library. (Like Jira automation library) The current intent templates really just contain training answers. Having a intent library with built out answers would give ideas and help team implement Virtual Agent quicker.
Hope this is valuable info for the Atlassian team. I'm sorry I missed this from last month:
https://community.atlassian.com/t5/Jira-Service-Management/Using-the-Jira-Service-Management-Virtual-Agent-We-want-to-hear/td-p/2674443
Thanks team
