Jira Service Management with AI Fundamentals Free Sample Questions

The 'Add internal note' feature allows agents and internal teams to collaborate on a ticket without exposing the conversation to the customer. @mentioning the administrator will notify them of the internal note.

Customers using the Help Center portal can only see the original request details and any communication that agents have explicitly submitted using the 'Reply to customer' function. Internal notes are completely hidden from the customer view to ensure secure internal collaboration.

True. One of the core features of Rovo Chat in Jira Service Management is its ability to analyze the current ticket context, reference available knowledge base articles, and generate a drafted response that the agent can review and send.

AI-generated summaries utilize Atlassian Intelligence to read through lengthy comment threads (including both customer replies and internal notes) and provide a concise overview of the issue, what has been tried, and the current status, saving the agent significant reading time.

Atlassian Intelligence includes text refinement tools that allow agents to adjust the tone of generated drafts. They can select options like 'Make it professional' or 'Make it empathetic' to quickly adapt the response to suit the specific customer audience without rewriting it from scratch.

Using 'Reply to customer' explicitly sends a notification and makes the comment visible on the Help Center portal. Sharing a Knowledge Base article as a reply also triggers a customer notification. Internal notes, even with @mentions of customers (which should be avoided), do not send notifications to customers. Transitioning a status may or may not send notifications depending on workflow configuration, but it is not a direct communication action like replying or sharing a KB.