How can I automate triage with Jira tickets?
Hi all,
I've been tasked with integrating automated triage in our Jira workflow. I'm not an expert by any means but seeking advice as to what would be suitable to meet our requirements.
Currently, tickets are created via a page we have set up which I believe is the "Customer Services Desk" feature of Jira. We must manually review each support desk ticket and SLAs to determine its priority and whether it must be handled in the current or next sprint depending on the urgency.
We are looking to automate this and I'm seeking advice as to:
- How we can approach this
- What the workflow would look like (e.g assigning labels, changing ticket status etc?)
- Which Jira tools we can make use of
I have heard the use of AI (Rovo?) may be appropriate here to analyse the ticket to determine its priority.
Additionally when replying to the customer under support desk ticket, we are looking for a method to generate a suggested reply based on the context of internal comments on the support desk ticket.
Please advise.
Many thanks in advance.