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Koji can be a cloud solution, which means that it can receive separate updates apart from the Atlassian Marketplace store updates. That is why on this page you might find multiple identical application version numbers with extra suffix, such as “update 1”. As these updates take effect automatically, they do not need to be selected from the “Manage apps” area, as classic Atlassian updates do.
V.1.0.21 — 19.05.2022
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Custom user name for
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anonymous users
When anonymous users access the bot, the bot would call Koji, it calls them “colleague” or “human”, which is not always appropriate. Depending on your context, you can now set the name to use for addressing anonymous users.
We recommend names such as “customer” (B2C solution) or “colleague” (Employee solution). To edit the name, go to Koji settings:
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Resolution of missing service account
Koji Setting page will now warn you and offer A service account is required for the proper Koji performance. In case you haven’t set the account yet, the Koji settingspage will warn you about this and offer a a simple one-click resolution procedure for the case of missing service account. This situation may occur for early customers who did not have a complete setup of the application done..
V.1.0.21 — 16.05.2022
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Ticket creation by Anonymous user
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Creating tickets for anonymous user
You can allow anonymous users to access your JSM portal. If you have Koji on this portal, it lets users search in your published confluence content. Also, users might request to create a ticket — either through an explicit question or via by clicking the Ticket Create button”) will ask for the user email, dynamically create a Customer account for it, and then create the create button. In this case, Koji will ask their email address, create a customer account, and create a ticket.
Language of the
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anonymous user
For When anonymous access, the bot users reach Koji, it does not know their language. Previously, the user language. It is now possible to configure the language to use English language was used by default, but now you can set a specific language to be used for anonymous access. In the past, this was always English. It is now fully configurable through the Koji Settings page.
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The setting is available in Koji settings:
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Translating ticket types and fields
Previously the bot would always use automatic translation of the your virtual agent automatically translated ticket types and fields if the user was in a non-English language. It is now possible to control if using any language other than English. Now you can control whether the ticket details are to should be translated or not, this . This option is exposed on the Koji Settings pageavailable in Koji settings:
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New analytics on live agent usage
Four We present 4 new reports are available to help you track for tracking the usage of your live agents. They The reports are all exposed available in the Analytic Analytics view, under in the Operator Live agents section: .
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V.1.0.21 — 09.05.2022
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Including transcript in tickets
It is now possible for the bot to generate a new comment in created ticket with a Now your virtual agent can generate comments in created tickets, using the transcript of the conversation with a user conversation. There are two 2 benefits to of enabling this option feature in the Koji Setting pagessettings:
The source of the ticket is clearly identified. Support clear, so support agents understand that the ticket was created through by Koji.
The transcript helps the Support Agent support agents understand the user search path and identify any missed knowledge or training to improve the self service for the next occurencesimilar case.
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Configurable number of returned articles
When searching inside your JSDM confluence KB, the articles displayed to the user was limited to three. this number is now configurable inside the Koji Setting pages.
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Previously only 3 articles were displayed to users when they were searching inside the JSDM Confluence knowledge base. Now you can configure the number of displayed articles in Koji settings.
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V.1.0.21 — 02.05.2022
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