CORA Support User Guide

Setup

Site admins must Configure CORA at the Admin configuration page as discribed here:

Starting the chat

General

Activating CORA introduces a convenient button in the sub-header of the JSM portal pages. When clicked, this button opens a pop-up modal featuring the chat window.

Main Help Center

To access the button, it is necessary to first select the desired portal, as it is not available in the main help center window.

Portal Page

Once you select a portal, you will be directed to the specific page for that portal. A button will appear, allowing you to chat with CORA.

Click the button to open the pop-up window for CORA.

Chatting with CORA

Request Assistance

If you encounter any issues or need assistance with tasks handled by the portal service teams, feel free to reach out to CORA. CORA has the capability to access the portal’s knowledge base and gather relevant information to support you effectively.

Language Configuration:

Cora supports multiple languages. Jira customer users can select and configure their preferred language by clicking the Language button inside the Cora chat interface.

Open a Ticket

To open a ticket or request, simply inform CORA of your intention. CORA will engage you in a conversation to collect all the necessary information regarding your issue.

Make sure to provide relevant details you would like the request to contain.

Once your ticket has been successfully opened, CORA will respond with the details and a link to the ticket.

Upon creation, CORA will automatically add an initial comment to the request, summarizing the conversation that led up to this point.

CORA also supports opening tickets that contain custom forms, supporting complex input types.

Currently, CORA does not support the automatic opening of tickets with specific custom fields. In such instances, it will provide you with a link to the relevant request type, allowing you to open it manually.

Viewing an Open Ticket

To obtain information about an open ticket, inquire with CORA using the ticket's key or relevant content. CORA will locate the requested ticket and provide relevant information regarding it.

CORA will also share details regarding any comments associated with the request and enables users to add their own comments directly within the chat.

Add a Comment

You can easily add comments to an open request without leaving the chat window. Simply ask CORA to assist you with it. CORA will include a comment in the request, indicating that it was added from the chat.

Tips for Optimal Use

Ask for Help: Clearly describe your problem or the information you need. Examples:
- “How do I...”
- “Who is responsible for...”
Request Actions: When asking CORA to create a request or add a comment, be explicit. Examples:
- “Open a ticket about...”
- “Add a comment to that request saying...”
Follow-Up Actions: CORA can create tickets or perform tasks based on your previous conversation context.

Articles Generator

CORA works best when the knowledgebase contains reach, organized articles covering relevant topics and problems.
To Help solve the knowledge base gap caused by agents not adding documentation. CORA allows automatic generation of knowledge articles from Jira issues using descriptions, fields, and comments. Documenting the support team’s work to “teach” the AI agent how to better support the customers.
Enriches articles with web-sourced content for clearer, more complete information.