How We Use AI to Help Answer Your IT Support Requests
How We Use AI to Help Answer Your IT Support Requests
The IT Help Desk uses an AI assistant called Rovo — built into our Jira and Confluence platform by Atlassian — to help us respond to support requests more quickly and consistently.
This page explains what that means for you, what rules we follow, and what Rovo can and cannot do.
What is Rovo?
Rovo is an AI assistant provided by Atlassian (the company that makes Jira, the ticketing system we use). It can read your support request and search our IT knowledge base to suggest a relevant answer or next step for the IT staff member handling your ticket.
Rovo is not a chatbot you interact with directly — it works behind the scenes to help our team, not as a replacement for them.
What Rovo does
When you submit a support request, Rovo may:
Search our knowledge base for articles that are relevant to your issue and suggest them to the IT staff member handling your ticket
Draft a suggested reply for that staff member, based on your request and our existing documentation
Highlight possible next steps or diagnostic questions to help the team resolve your issue faster
What Rovo does not do
Rovo never sends a reply to you directly. Every response you receive has been read, reviewed, and sent by a real member of the IT Services team.
Rovo cannot resolve or close your ticket on its own — only IT staff can do that.
Rovo does not have access to your personal data beyond what you include in your support request. It only searches IT knowledge base articles to help form a response.
Rovo cannot access other IT systems on your behalf or take any action outside of your support ticket.
Our rules for using AI in support
We follow a clear set of rules to make sure AI is used responsibly:
Rule | What it means for you |
|---|---|
A human always reviews AI-generated content | No AI-drafted text is ever sent to you without an IT staff member reading and approving it first |
IT staff are responsible for every reply | The team member who sends you a response is responsible for its accuracy, regardless of whether AI helped draft it |
AI cannot override IT or University policy | If an AI suggestion conflicts with IT Services or University policy, staff must correct it before sending |
Your ticket stays within the IT Help Desk | Rovo only looks at your ticket and our own IT knowledge base — it does not share your request with external services |
AI use may be noted in your ticket | Where AI assistance was used in preparing a reply, we aim to be transparent about this |
Your ticket is still handled by people
Using AI assistance does not mean your request is being handled any less carefully. It is a tool to help our team find answers faster — the same way a search engine helps someone find information more quickly. Every decision, response, and action on your ticket is made by a member of the IT Services team.
If you have any concerns about how your support request was handled, please reply to your ticket or contact the IT Help Desk directly.
Questions or feedback
If you have questions about our use of AI, or would like to request that your ticket is handled without AI assistance, please let us know in your ticket and we will be happy to accommodate that.
IT Services Help Desk — Last reviewed: March 2026