AI products that work with Jira Service Management
Internal service desks spend much of their day on requests that already have an answer in the knowledge base. AI Helpdesk Agent for Jira Service Management resolves those employee IT and service requests itself, then routes the rest to the right team, working directly with your requests, queues and knowledge base.
- Data exchanged
- requests, queues and knowledge base
- Access you provide
- Atlassian API token or OAuth app
- Added to the core price
- $750 for the Jira Service Management edition of a product
- Not included
- Jira Service Management license or subscription costs, and any customization beyond the field mapping agreed during setup.
| Product | What it does in Jira Service Management | Price | Add to cart |
|---|---|---|---|
| AI Helpdesk Agent for Jira Service Management | Resolves employee IT and internal service requests and routes the rest to the right team, connected natively to Jira Service Management so it reads and updates requests, queues and knowledge base. | Price range: $4,400 through $5,950 | Add to cart |
What does the helpdesk agent do in Jira Service Management?
It takes the first pass at incoming employee requests. When the answer exists in your knowledge base, the agent resolves the request. When it needs a person, the agent sends it to the right queue so it is not left sitting in a general inbox. It reads and updates requests, queues and the knowledge base, so every step stays visible in Jira Service Management.
- Resolves common IT and internal service requests
- Routes the rest to the right team
- Works with requests, queues and knowledge base
Who is it a good fit for?
It suits IT and internal service teams that run on Jira Service Management and see the same requests again and again, such as access questions or how-to queries. It also suits teams whose queues fill with misrouted tickets. The more complete your knowledge base, the more requests the agent can close, so many teams improve key articles as part of setup.
Questions buyers ask
Will it close requests employees still need help with?
The agent resolves requests it can answer from your knowledge base and routes the rest. The rules for when it resolves versus routes are agreed in the Scope Card. Employees should still be able to reopen a request or ask for a person if the answer did not solve their problem.
Does it work for non-IT service desks?
It is built for employee IT and internal service requests, which can include teams such as HR or facilities if they run in Jira Service Management. The queues and request types in scope are listed in the Scope Card, so it is clear which desks the agent covers.
What if our knowledge base is thin?
The agent can only resolve what your knowledge base explains. If articles are missing, more requests will be routed to people at first. Watching which requests get routed is a useful guide to the articles worth writing next, and the agent's results improve as those gaps close.
How the connection is set up
The general pattern we follow for every integration.
- 1You create the necessary access in your Jira Service Management account: a private app, an API key, or an OAuth approval, depending on what Jira Service Management supports.
- 2We agree a secure way to share access during intake. Please never send passwords or API keys by email.
- 3We agree the field mapping with you and test it on sample records before anything goes live.
- 4You can revoke access from Jira Service Management or the portal at any time.
Frequently asked questions
Which Jira Service Management plan do I need?
It depends on the product. Each product page lists the Jira Service Management features it relies on; plan upgrades are not included.
Will it change my existing data?
Only the fields in the mapping agreed with you, and that mapping is tested on sample records before anything goes live.
Can I use a different platform instead?
Many products also have editions for other platforms. See the full integrations list for what is currently published.