This page describes the updates and enhancements of Koji. Where appropriate, we also reference the related version of Kbot framework (our Konverso chatbot technology).

Cloud solution updates

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 — 12.11.2022

Powered by Kbot version 2022.03.

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 help page.

V.1.4.0 — 12.11.2022

Powered by Kbot version 2022.03.

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.

Language support

We have added the support of 2 new languages: Polish and Brazilian Portuguese.

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

Powered by Kbot version 2022.01.

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.

V.1.0.21 — 19.05.2022

Powered by Kbot version 2022.01.

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:

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 settings page will warn you about this and offer a a simple one-click resolution procedure.

V.1.0.21 — 16.05.2022

Powered by Kbot version 2022.01.

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.

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:

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:

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.

V.1.0.21 — 09.05.2022

Powered by Kbot version 2022.01.

Including transcript in tickets

Now your virtual agent can generate comments in created tickets, using the transcript of the conversation with a user. There are 2 benefits of enabling this feature in Koji settings:

• The source of the ticket is clear, so support agents understand that the ticket was created by Koji.

• The transcript helps support agents understand the user search path and identify missed knowledge or training to improve the self service for the next similar case.

Configurable number of returned articles

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.

V.1.0.21 — 02.05.2022

Powered by Kbot version 2022.01.

Google search

We have added a new search option: Google search. It allows users to search the Internet for answers — it is extremely useful in case you have not set any knowledge base yet, or there are no FAQ or Confluence articles yet.

If you have just installed Koji, the global search is ready to go by default, but if you installed Koji a while ago, you can now enable the Google search in Koji settings, in the Search section.

Confluence search

Users can search for answers in Confluence in any supported language. We have improved the search, making it more robust and efficient.

Ticket creation

Now when users create tickets, the virtual assistant asks them whether they want to attach files.

V.1.0.21 — 21.04.2022

Powered by Kbot version 2022.01.

Localization best practices

Koji speaks English by default, but it supports multiple languages. We have added the new documentation page that describes the best practices for you to set up your virtual assistant in a non-default language.

V.1.0.21 — 11.04.2022

Powered by Kbot version 2022.01.

Widget

Welcome message

Now you can modify welcome messages for each language available in Koji. To do so, switch to a specific language and go to Koji settings > Global settings > Welcome, and click Edit.

When users start communicating with Koji in the given language, the set message will be used.

Knowledge search

If the content in your knowledge base is in a specific language, you can set it in the settings. In this case the bot will not try to translate the user’s statement and will search for it as it is.

Adding widgets with Atlassian Jira authentication to portals

Now you can generate the Koji widget and embed it into any website, while users can log in using their Atlassian Jira credentials.

To generate the widget, go to Configuration > Tenants > Deploy a portal widget:

You can set the authentication constraints as well:

• Anonymous access (no user/password required)

• JSM authentication

• Anonymous access and optional JSM authentication

These constraints define whether anonymous users can access the bot, and if they can log in.

V.1.0.21 — 27.03.2022

Powered by Kbot version 2022.01.

Widget

Use the Configuration > Tenants > Deploy a portal widget report to generate code for embedding a widget on your portal. Set the parameters for your widget, click Refresh, copy the code, and add it to your portal.

The widget allows users to log in using their Jira credentials.

V.1.0.21 — 22.03.2022

Powered by Kbot version 2022.01.

Customization

Now you can customize the avatar and name of your Koji.

Customization: name

To change the name of your Koji, go to Koji settings and modify the name in the Global settings section.

Customization: avatar

To change the avatar of your virtual agent, upload the kbot_avatar.png file into the root directory using Content > File manager:

New Atlassian API

As we keep working on our virtual agent that is integrated into the Atlassian environment, we might need some tools that can improve both the integration and overall performance of Koji.

We have created a request for the API that will make it possible to retrieve insight field values and enhance the slot filling in general. You can help us by voting for this issue, so it gets higher priority in Atlassian.

V.1.0.21 — 20.12.2021

Powered by Kbot version 2021.08.

Insight support

Insight is a solution for integrating configuration management database (CMDB) with Jira Service Management. It is designed to improve your asset management. To learn more about it, view the following pages:

• What is Insight in Jira Service Management Cloud?

• Jira-native asset and configuration management

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.

V.1.0.21

Released on 2021-10-11. Powered by Kbot version 2021.08.

Koji in Microsoft Teams store

We are happy to announce that Koji is available in Microsoft Teams store. It is really easy to install it: just find the app using the search field in the Apps view and click Add.

Authentication

• Now users can easily authenticate in the bot while having a conversation with Koji in Slack or Microsoft Teams. Users are provided with a link leading them to the login page. They enter their tenant and login, so Koji can find such a user in the system. If a person is a Jira user, they get a link inside the tenant to connect their Jira user with Slack or Microsoft Teams. If a person is a Jira customer, they are asked to enter their password.

• The new way of authenticating implies more secure approach, as users do not enter their credentials in the chat.

• Also we improved the authentication process based on the feedback we received. Now the process is more clear and straightforward.

• Your authentication page might have pre-built values for a domain or a login. To get this functionality, please, contact the Konverso team.

Cloud and Data Center support

Now Koji supports both Atlassian Cloud and Atlassian Data Center. To learn how to install Koji for either version, see the Installation chapter:

• Installing Koji in Atlassian Cloud

• Installing Koji in Atlassian Data Center

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.

Microsoft O365 support

Now Koji allows you to enable the Microsoft O365 Support, so users can get the proper information from this specific knowledge base. To enable this feature, go to Koji settings, navigate to the Search section, and click Enable.

Thus, users can ask their Microsoft-related questions and get quick answers:

Selecting a site

Registered users can click the Log in with Jira (Cloud) button to access the virtual assistant. If they are associated with multiple sites, they are offered to select one from the list:

Dedicated Koji instance

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.

A dedicated Koji instance provides you with access to all Kbot capabilities:

• Editing intents or workflows;

• Building your own scenarios;

• Customizing bot messages;

• And much more.

Live agents

Currently the live agents/operators functionality is available on dedicated Koji instances only. At the moment we are working on the new Operator functionality for Koji. We will announce when it is available.

Koji solution

Based on dedicated Koji instance, it is possible to build a unique project. Upon your request, the Konverso team can create a solution for your organization, taking the Koji functionalities as a basis.

Threads in Slack

In group channels in Slack Koji replies in threads.

Welcome message in Microsoft Teams

We have updated Koji’s welcome message in Microsoft Teams to synchronize it with the Microsoft certification policy.

Logging out

When people use Koji to log in to Jira in Microsoft Teams or Slack, their account gets linked with a given Jira account. There are 2 ways to undo that and separate these accounts:

• Once you have solved a problem, Koji offers a number of options for you to continue. One of them is logging out from Jira. Just click the Logout from Jira button.

• Alternatively, you can type logout to unlink your accounts and become anonymous again.

Request types lists

On your portal, there might be request type groups, containing various types of requests. Koji handles such long lists by providing users with corresponding options in the chat, keeping the similar structure.

V.1.0.20

Released on 2021-10-10. Powered by Kbot version 2021.06.

Koji manifest

The Koji manifest has been updated:

• Now in Microsoft Teams the bot is available for personal use only.

• The list of built-in commands is improved.

Suggesting actions

In case Koji cannot provide a user with a useful reply, it offers a few options: create a new request, transfer the user to a live agent (if this functionality is enabled), or start a new conversation. It helps to keep the conversation going and allows users to quickly find a proper action.

Authorization in Slack and Microsoft Teams

We have implemented the new functionality that makes authorization for Slack and Microsoft Teams users easier. Thus, in single-tenant environments, Koji detects users, whose emails already exist in a Jira instance. This way, they do not need to authorize manually.

Closing conversation with operators

We have improved the handling of a conversation with operator in a widget. Now, when a user closes the widget, the conversation automatically closes.

Custom Jira fields

The handling of custom Jira fields has been enhanced. Previously, their IDs were used, but now the field localizations are used, which makes the general flow more predictable and clear.

New types of Jira fields

Koji used to support only text Jira fields, but now it supports other types of fields. For example, the ones that allow users to select a value from the given list.

V.1.0.19

Released on 2021-09-02. Powered by Kbot version 2021.06.

Authentication

Koji for the Atlassian Cloud version now supports anonymous users access on the portal. To enable this functionality, a few settings must be set. To learn more about them, see the Authentication page.

V.1.0.18

Released on 2021-08-28. Powered by Kbot version 2021.06.

Exchanging attachments with operators

Now you can send files to operators: this might help to explain various issues faster. Also it is possible to paste the screenshots to the chat directly from the exchange buffer.

V.1.0.17

Released on 2021-08-27. Powered by Kbot version 2021.05.

Widget

We have improved the Service Desk portal’s widget. The chat used to be displayed as a window on customer portals. Now, to chat with a virtual assistant, one needs to click a button. This approach helps to save space, as the chat window is expanded only when it is necessary.

Adding MadCap articles to Koji

We have built a tool for converting MadCap HTML articles to Koji’s FAQ format. Thus, if you have a library of MadCap articles, you can quickly add them to Koji.

To get the tool, contact us, and we will send you the archive and required credentials.

Tenants

The new report for monitoring tenant activity is introduced. The Configuration > Tenants > Tenant overview report allows you to view the following:

• List of users

• Details on sessions

• Associated knowledge base

• Conversations

• Configuration

Users and roles

The Configuration > Users and roles > User data report has been enhanced. Now you can quickly select which information you need to view: click the Display drop-down list and select the required items.

Users

We have added the support of Jira users and Jira customers in Slack and Microsoft Teams. To learn more about authentication features, see the Authentication page.

V.1.0.16

Released on 2021-07-21. Powered by Kbot version 2021.05.

Slack support

Now your virtual agent can be integrated into Slack. See the Installing Koji in Slack page to learn how to carry out this integration.

Attaching files

Now you can attach files in Slack (and in Microsoft Teams as well). This might come in handy while you create tickets.

Operators

Now Koji support live agents: sometimes users might need the assistance from a human being.

To start your agent shift, go to chat and type #on. To finish the shift, type #off.

To stop a particular conversation with a user, type stop or #exit. A user receives a notification that the conversation has been closed and they can continue talking to the bot.

V.1.0.15

Released on 2021-06-05. Powered by Kbot version 2021.04.

Security enhancements

AMS-13253: Addressing general security issues reported by Atlassian for all Jira Marketplace applications.

Localization

KB-9892: The FAQ knowledge base of each tenant is now localized.

Contact information

KB-9782: The Koji settings page is now requesting for a contact email. We will use this email if we need to provide you with important information.

Teams Channel

KB-9561 and KB-9891: The bot is now available to users on Teams. See this page for instructions to add this to your Teams environment.

V.1.0.14

Released 2021-06-03. Powered by Kbot version 2021.04.

The Koji Marketplace page offers a new motion design video that explains what Koji is and how it can be useful for organizations.

V.1.0.13

Released 2021-05-29. Powered by Kbot version 2021.04.

Request statuses filtering

KB-9861: We have added a new filter that allows you to quickly see the requests with a specific status: “open”, “closed”, or “all”. Now, if you want to check the requests that must be addressed, just click Open.

V.1.0.12

Released 2021-05-26. Powered by Kbot version 2021.03.

Chat button instead of a panel

KB-9800: The chat used to be displayed as a window on customer portals. Now, to chat with a virtual assistant, one needs to click a button. This approach helps to save space, as the chat window is expanded only when it is necessary.

See the example of what the button looks like when it is configured to be displayed above the ticket types:

Data protection

KB-9532: We have submitted our application to the Atlassian Self-Assessment Security program and successfully passed the check!

Information security

We have prepared a new Wiki space called Konverso Information Security. It describes our security practices around data protection, explains how the Konverso team manages data storage, and how we keep it safe.

Displaying comments from tickets

KB-9589: Comments in tickets might contain important information. Now Koji helps you to get this information in a quick way, by displaying the last comment. See the latest updates from the ticket right in the chat: if there’s something new or urgent, it is time to open the ticket and review it.

New icon in the navigation menu

The icon of Koji backoffice has been updated. Enjoy a new item in the navigation menu!

V.1.0.11

Released 2021-05-23. Powered by Kbot version 2021.03.

Enhancing the Connect file

KB-9809: In this release, we have enhanced the management of the Connect file, so you can configure the target Koji hostname. This approach makes it possible to have dedicated Koji instances deployed for MSP (Managed Service Providers).

V.1.0.10

Released 2021-04-28. Powered by Kbot version 2021.02.

Koji is available on the Marketplace

We are happy to announce that the first version of Koji has been published on the marketplace! Let us know what you think about it: feel free to join our forum.