In Atlassian Support team we get to work not only on the issues created by our customers but on a variety of projects as well. These are development, research, writing or process improvement projects that are creative, fun and always make a wider impact on how we help our customers.

In May, I started my first project rotation to rewrite Virgil. Virgil suggests links that might be of use to you when you create an issue in our support system.

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Virgil uses javascript to talk to Google and get a list of return relevant suggestions based on the summary entered by the customer. If Virgil can find a solution to your problem before you even create a ticket, you’re happy and we’re happy. Virgil searches our documentation, bug reports, forums, blogs, and many other resources.

We are happy and excited about Virgil. We’ve heard from a lot of you that it’s helpful. A lot of you had questions about how it works. You wanted to know how to implement a similar tool in your own instances. In the spirit of openness, I have decided to continue Kevin’s blog and share the results of my work on Virgil with all of you.

My first goal was to refine the suggestions Virgil provides by using some of the new ordering features introduced since our initial implementation. In order to do this, I had to migrate Virgil to the new Google Custom Search API. Among other things, the new API lets us weight results according to the data source, date created, and give you more relevant solutions. We were also able to use a Google Analytics tracking code to help us understand which pages in the results we return end up being useful.

It was a really interesting learning experience playing with the new API. Without boring you with too much detail here are the resources I found most useful in working on this project:

Additionally, while I was working on the code, I added coverage for a wider range of products (beyond just Jira and Confluence). I also added support for our new community site answers.atlassian.com. This is a great resource that contains the knowledge of our staff, user base, and partners, and it’s a natural fit for Virgil.

So, without further ado – Virgil 2.0 is now live! It contains:

  1. Support for all of our products
  2. A wider range of sources, including answers.atlassian.com
  3. Results that are more refined, more relevant and hence more useful.

What would you like to see in Virgil 3.0? Please let us know.

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