Support Operations
AI Ticket Routing
Routes tickets to the right team or agent based on content and skills.
Employee Lifecycle
AI Helpdesk Agent for Jira Service Management
Routine requests answered from your Jira Service Management knowledge base, and the rest raised in the right queue.
Your Jira Service Management knowledge base holds the answers, but employees still raise a request instead of searching it. This agent answers their questions in Slack, Teams or a website widget, drawing on that knowledge base and your approved documents. What it cannot resolve becomes a properly described request in the right queue, so your agents start with the details they need.
- Answers drawn from your Jira Service Management knowledge base
- Unresolved questions raised as requests in the right queue
- Agents receive requests with the details already captured
$4,400
20–30 working days
Optional maintenance $249/mo
What it is
AI Helpdesk Agent for Jira Service Management answers employee IT and internal service questions from your Jira Service Management knowledge base and approved documents, in one channel such as Slack, Teams or a website widget. What it cannot resolve becomes a request in the right queue.
Why businesses buy it
Service desks running Jira Service Management often see queues full of questions their own knowledge base already answers, plus vague requests that need a round of follow-up. Both slow down the work that matters. After launch, routine questions are answered on the spot, and new requests arrive in the correct queue with clear descriptions. The Scope Card sets the channel, the queues and the topics covered before you order, so your service owners know exactly how requests will reach them.
Problems this solves
Employees raise Jira requests for questions the knowledge base already answers
The agent answers from your Jira Service Management knowledge base and approved documents, in Slack, Teams or a website widget. Simple questions are settled before a request is raised.
Requests land in the wrong Jira queue and get bounced
What the agent cannot resolve becomes a request in the right queue. The documented field mapping shows which details are carried into Jira Service Management.
Knowledge base articles exist but staff never find them
Employees ask in plain words and get the relevant article back. The test report checks 40 documented questions, so you see answer quality before launch.
A good fit if
Your service desk already runs on Jira Service Management, with separate queues for teams such as IT or facilities.
Your Jira Service Management knowledge base has articles that answer common requests, but employees raise requests anyway.
You want unanswered questions to arrive as proper requests in the right queue, not as a forwarded chat message.
An admin can create an Atlassian API token or OAuth app and join a 30-minute setup call.
Not the right fit if
Your service desk runs on Freshservice. See AI Helpdesk Agent for Freshservice.
You want existing requests sorted and assigned automatically, not new questions answered. See AI Ticket Routing.
You track engineering work in Jira and want a Slack bot for issues and comments. See AI Slack Bot for Jira.
You need more than five intents or a second channel. Add a note at checkout for a Change Quote.
How it works
- An Atlassian API token or OAuth app links the agent to Jira Service Management, and the mapping of requests, queues and knowledge base articles is agreed with your admin.
- Knowledge base articles you approve, plus other documents, up to 100 documents or 200 web pages in total, become its answer source.
- Employees ask in the one channel you choose: Slack, Microsoft Teams or a website widget.
- Questions inside its five intents get an answer, such as a knowledge base article summarized in plain words, or the status of a request already raised.
- Anything else is raised as a request in the queue your escalation rules point to, with the conversation attached.
- 40 test questions are run before launch and marked pass or fail, including handoffs into your queues.
What you provide within 72 hours
Your portal lists these the moment you order. Delivery starts the working day after everything is in and your access is checked.
- An Atlassian API token or OAuth app with access to your Jira Service Management project.
- A Jira Service Management admin for a 30-minute setup call.
- The knowledge base articles, FAQs and policies to answer from, with your top 20 questions and approved answers.
- Escalation rules showing which kinds of request belong in which queue, and your support hours.
- Admin access to install the agent in Slack, Teams or your website, plus your logo and brand colors.
- One decision-maker for approvals.
- An API key for your own AI model account (for example OpenAI or Google Gemini), created for this build with a spending limit.
The 72-hour rule. Send everything on your checklist, including access, within 72 hours of ordering so your build starts on time.
Timeline
Start
Intake verified; queues, intents and channel confirmed.
Weeks 1–2
Knowledge base articles and documents loaded; intents built.
Week 3
Jira Service Management mapping connected and request creation tested.
Weeks 3–4
40 test questions run, handoffs into queues checked.
Week 4
Review and two rounds of changes.
Go-live
Live, mapping documented, recorded 60-minute handoff, support begins.
| Option | Delivery time | Price |
|---|---|---|
| Standard | 20–30 working days | $4,400 |
| Express | 15–25 working days | $5,150 |
| Rush | 10–20 working days | $5,950 |
What you receive at handover
- The helpdesk agent live on one channel, such as Slack, Teams or a website widget
- Two-way Jira Service Management connection with documented field mapping, plus up to one more system
- Up to five intents plus human handoff that creates requests in the right queue
- Test report on 40 documented questions with pass or fail results
- Admin guide, recorded 60-minute handoff session and 30 days of post-launch support
Expected benefits and how to measure them
- Employees can get answers without raising a request.
- Requests can reach the right queue on the first try.
- Your knowledge base can get more use from the people it was written for.
- Requests created per week
- Compare Jira Service Management request counts on common topics for four weeks before and after launch.
- Requests moved between queues
- Count requests transferred between queues in Jira. Compare the month before and after launch.
- Questions resolved without a request
- Use the agent's log to count conversations closed without creating a request.
Before you start: Export a month of Jira Service Management requests by topic and queue, including how many were transferred.
These are things to track, not promised results. Outcomes depend on your data, your team and your market.
Running costs
The build is paid once. In operation it costs roughly $30 to $150 a month in your own accounts for AI model usage and hosting. Your Jira Service Management subscription carries on as before; licenses and plan upgrades sit outside this build.
AI usage during the build and testing is billed to your accounts too.
Ask about running costsCustom requirements
Custom Jira Service Management objects outside the agreed mapping, a second channel or more than five intents are priced in a written Change Quote. Add a note at checkout to receive it.
Request a custom versionKeep it running
Monthly maintenance covers monitoring, fixes and change hours, for example a new queue or refreshed knowledge base articles. It starts after the post-launch support period, bills monthly and can be cancelled any month. Unused hours do not roll over.
$249/mo (the minimum fee, includes 2 change hours)
Optional. Starts after the post-launch support period. Cancel any month.
How maintenance worksHow this compares
| Do it yourself with a SaaS tool | Hire a custom agency | Upmark Labs | |
|---|---|---|---|
| Price | A service management AI add-on is often priced per agent each month | An Atlassian consultancy quotes after discovery | Ours is one fixed price, shown on this page before you buy |
| Unanswered questions | The employee raises a request by hand | Depends on the workflow they configure | Ours raises it in the right queue with the conversation |
| Knowledge | Answers from whatever the add-on can see | A consultant restructures your articles | Ours answers only from articles and documents you approve |
| Delivery | Quick to switch on, slow to tune | Several weeks of project time | Ours has a fixed delivery time shown before you buy, with faster options |
Questions about this product
Does it use our existing Jira Service Management knowledge base?
Yes. Articles from your Jira Service Management knowledge base can be part of its approved content, alongside other documents, up to 100 documents or 200 web pages in total. You choose which articles it may use. It answers only from that material and says so plainly when the answer is not there.
Which queue does an unanswered request land in?
The queue your escalation rules point to for that kind of request, agreed at intake and written into the field mapping. For example, an access question could go to your IT queue and a building question to facilities. The new request carries the employee's question and the conversation so far.
Can employees check the status of a request they already raised?
Yes, if you choose it as one of the five intents. Requests are part of the two-way mapping, so the agent can read a request the employee raised and report where it stands. What it may change on a request is limited to the fields the agreed mapping allows.
What access does the Jira Service Management edition need?
An Atlassian API token or an OAuth app, created by your admin and scoped to the project and fields in the agreed mapping. We confirm it together on a 30-minute setup call. Access sits in your Atlassian account, and your admin can revoke it at any time.
What are the monthly running costs with Jira Service Management?
Roughly $30 to $150 a month for AI model usage and hosting, billed to your own accounts. Busier service desks sit toward the top of that range. Your Jira Service Management licenses are unchanged, and no plan upgrade is required for this build to work.
What delivery speeds are available for the Jira Service Management edition?
The delivery time is fixed and shown on this page before you order, and express or rush delivery can bring the launch forward if you need it sooner. All three include 40 documented test questions with pass or fail results, including checks that handoffs reach the correct queue.
Fewer repeat requests in your queues.
Order the Jira Service Management edition and routine questions are answered from your knowledge base, while the rest arrive as clear requests in the right queue.
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