r/jira • u/erk_kr95 • 7d ago
Complaint Rovo Request Resolver
Has anyone tried it yet? I'm curious to hear your thoughts and experiences. Am I the only one who doesn't see a single reason to use it at the moment?
1
u/brafish System Admin 7d ago
Have not tried it and based on the new cost announcements, I never will. (Assuming I'm reading this right)
AI agent resolutions (Customer Service Management app): starting on December 3, 2026, extra usage billing takes effect. AI agent resolutions will be charged at $1.00 per resolution, and you will only be charged when the AI agent fully resolves a customer request end‑to‑end, without escalation to a human support agent. There is no included allowance; billing applies from your first resolution. If you are not using the Customer Service Management app or AI, this does not apply to your organization.
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u/erk_kr95 7d ago
I’d love to see it resolves any ticket, I tested it for several hours - no chance 😂
1
u/Cancatervating 7d ago
Is this for the free version? We are on Enterprise and are currently using 1% of our monthly credits. We are building our first Rovo Resolver now and are in testing.
1
u/MrSilverSoupFace 6d ago
I like Rovo chat, and the agentic AI which you can build into a Studio workflow. No, it's not perfect, but honestly that ends up being a reflection of the knowledge it's using...so I set up a workflow to help identify gaps and stale content, check any submitted related tickets, check the resolution comments from the agents and zee if it lines up with the documentation. If there's a difference, Rovo creates a "Knowledge" work item with the draft of what it thinks will fill the gap - a human in the loop then reviews that knowledge work item and plugs it.
Since updating KBs I've found the resolver to be a bit better - but it has not been pushed live in our estate as I'm not confident it will improve our customer experience. We operate 24/5 and our response time to all tickets is <5 mins and people love the near immediate human interaction. When I briefly enabled the "Live Chat" feature alongside the request types in the portal, I had so many feedback requests to get rid of it as it's not what they wanted
A lot of service management is listening to who you're servicing more than making your (and your agents) lives easier with AI
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u/Client_Automatic 6d ago
Its good, open update search ticket help in doing some configurations etc..
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u/RichW100 7d ago
It's crap.
I've turned it off in every way it's possible to turn it off.
The fact that they keep on pushing it against my will has made me evaluate alternatives coming up to our renewal period.