公开(公告)号：US11228541B1

公开(公告)日：2022-01-18

申请号：US17153181

申请日：2021-01-20

Applicant: Atlassian Pty Ltd. ,  Atlassian Inc.

Inventor： Tristan Rubadeau ,  Komran Rashidov

IPC: H04L12/58 ,  G06F40/186 ,  G06F40/35 ,  G06F40/205

Abstract: Embodiments include a computer implemented method for automatically identifying an issue from a help message received via a chat interface and generating a response for responding to the help message. The method can include receiving one or more response templates that each include a reference to a resource associated with a help topic. The method can also include receiving, from a second user, a help request via the chat interface of a help channel. In response to receiving the help request the method can include parsing the help request to identify a help topic, generating a help desk ticket associated with the help request and generating a response message that includes an information resource associated with the help topic, and sending the response message to the user. In response to the user viewing the information resource and selecting a user interface element, the method can include automatically closing the help desk ticket.

公开(公告)号：US20220231973A1

公开(公告)日：2022-07-21

申请号：US17555610

申请日：2021-12-20

Applicant: Atlassian Pty Ltd. ,  Atlassian Inc.

Inventor： Tristan Rubadeau ,  Komran Rashidov

IPC: H04L51/02 ,  G06F40/35 ,  H04L51/42 ,  H04L51/046 ,  G06F40/186 ,  G06F40/205

Abstract: Embodiments include a computer implemented method for automatically identifying an issue from a help message received via a chat interface and generating a response for responding to the help message. The method can include receiving one or more response templates that each include a reference to a resource associated with a help topic. The method can also include receiving, from a second user, a help request via the chat interface of a help channel. In response to receiving the help request the method can include parsing the help request to identify a help topic, generating a help desk ticket associated with the help request and generating a response message that includes an information resource associated with the help topic, and sending the response message to the user. In response to the user viewing the information resource and selecting a user interface element, the method can include automatically closing the help desk ticket.

公开(公告)号：US11956186B2

公开(公告)日：2024-04-09

申请号：US17555610

申请日：2021-12-20

Applicant: Atlassian Pty Ltd. ,  Atlassian Inc.

Inventor： Tristan Rubadeau ,  Komran Rashidov

IPC: H04L51/02 ,  G06F40/186 ,  G06F40/205 ,  G06F40/35 ,  H04L51/046 ,  H04L51/42

CPC classification number: H04L51/02 ,  G06F40/186 ,  G06F40/205 ,  G06F40/35 ,  H04L51/046 ,  H04L51/42

Abstract: Embodiments include a computer implemented method for automatically identifying an issue from a help message received via a chat interface and generating a response for responding to the help message. The method can include receiving one or more response templates that each include a reference to a resource associated with a help topic. The method can also include receiving, from a second user, a help request via the chat interface of a help channel. In response to receiving the help request the method can include parsing the help request to identify a help topic, generating a help desk ticket associated with the help request and generating a response message that includes an information resource associated with the help topic, and sending the response message to the user. In response to the user viewing the information resource and selecting a user interface element, the method can include automatically closing the help desk ticket.

公开(公告)号：US20240259334A1

公开(公告)日：2024-08-01

申请号：US18629855

申请日：2024-04-08

Applicant: Atlassian Pty Ltd. ,  Atlassian us, Inc.

Inventor： Tristan Rubadeau ,  Komran Rashidov

IPC: H04L51/02 ,  G06F40/186 ,  G06F40/205 ,  G06F40/35 ,  H04L51/046 ,  H04L51/42

CPC classification number: H04L51/02 ,  G06F40/186 ,  G06F40/205 ,  G06F40/35 ,  H04L51/046 ,  H04L51/42

Abstract: Embodiments include a computer implemented method for automatically identifying an issue from a help message received via a chat interface and generating a response for responding to the help message. The method can include receiving response templates that each include a reference to a resource associated with a help topic. The method can also include receiving, from a second user, a help request via the chat interface of a help channel. In response to receiving the help request the method can include parsing the help request to identify a help topic, generating a help desk ticket associated with the help request and generating a response message that includes an information resource associated with the help topic, and sending the response message to the user. In response to the user viewing the information resource and selecting a user interface element, the method can include automatically closing the help desk ticket.