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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.1.4.0 — 19.11.2022
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Widget management
The process of creating and adding widgets has been enhanced. Now you create a widget, get generated code, and copy it to the site you need. Read about deployment and code generation on this help page.
Widget for Refined sites
Refined is a tool for building branded help and support sites with custom looks, layouts and navigation in Atlassian environment. You can now create a Kbot widget for your Refined sites.
The process is quite similar to a general widget creation, but you need to take care of a few setting in the Refined Admin view. For more details on creating and deploying the widget for Refined, view this /wiki/spaces/DOC/pages/3232137225.
V.1.4.0 — 12.11.2022
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Creating tickets during conversations
If a client cannot solve an issue with the chatbot, they can ask for a live agent's help. Now the agent can quickly create a ticket right from the conversation. To learn more about this feature, view this help page.
Ticket management: switch between slot filling and form completion
Your chatbot can use the slot filling technique: this is when it creates tickets automatically, retrieving all the required data from the user input. However, you can turn this functionality off, so your bot will send the user a link to the Jira Service Management form, where the user can enter all information manually.
To manage this behavior, go to Koji settings > Ticket management and select Use slot filling.
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Language support
We have added the support of 2 new languages: Polish and Brazilian Portuguese.
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Permissions
The Koji scope is enhanced, as the new permission that allows you to get the primary user email has been added. This is used only when it is necessary to address you, but your name is not defined in your account.
V.1.0.21 — 11.06.2022
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Ticket management: slot filling
You can let your chatbot create tickets automatically, retrieving all the required data from the user input. However, you can now turn this functionality off and make the bot send the user a link for the JSM form, where the user is able to enter all the information manually.
To manage this behavior, go to Koji settings > Ticket management and select Use slot filling.
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V.1.0.21 — 19.05.2022
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Custom user name for anonymous users
When anonymous users access Koji, it calls them “colleague” or “human”, which is not always appropriate. Depending on your context, you can set the name 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
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.
V.1.0.21 — 16.05.2022
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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 by clicking the Create a request button. In this case, Koji will ask their email address, create a customer account, and create a ticket.
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Language of the anonymous user
When anonymous users reach Koji, it does not know their language. Previously, the English language was used by default, but now you can set a specific language to be used for anonymous access. The setting is available in Koji settings:
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Translating ticket types and fields
Previously your virtual agent automatically translated ticket types and fields if the user was using any language other than English. Now you can control whether the ticket details should be translated or not. This option is available in Koji settings:
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New analytics on live agent usage
We present 4 new reports for tracking the usage of your live agents. The reports are available in the Analytics view, in the 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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Now Koji is able to leverage the Insight's functionality. Insight manages various assets, including generic data, such as locations, details on computers, and so on, using fields that point to some objects. Koji can use such fields for obtaining data.
Language support
We keep expanding the multilanguage capabilities of Koji. In addition to English, French, and Spanish, your virtual assistant supports German and Portuguese as well.
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Language support
We have implemented the support of Spanish, so now Koji can handle Spanish in a chat. You can use other features, like creating FAQ, in Spanish as well.
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Koji is the out-of-the-box IT Service Desk Virtual Agent. However, if your organization wants the full control over the solution and higher levels of customization, Konverso offers the possibility to get a dedicated Koji instance, where you can modify anything.
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