Managing a flood of requests, tracking issues, and making sure everyone leaves happy? Easier said than done. But here’s the good news: Atlassian’s Jira Service Management (JSM) with AI has stepped in to take the weight off your shoulders. It’s not magic, but it’s pretty close.

So, how exactly does AI in JSM help, and why should you care? Let’s break it down.

Waiting Games and Missed Tickets

We’ve all been there—stuck in a customer support queue that feels like it might last forever. On the other side of that coin, support agents are staring down a mountain of tickets, wondering how they’re going to get through them all. Delays happen, tickets fall through the cracks, and everyone walks away feeling a little worse for wear.

That’s the problem AI in Jira Service Management is here to solve. By reducing response times and making ticket management smarter, Atlassian AI takes the pressure off support teams while making customers feel like they’re actually being heard (crazy concept, right?).

Atlassian AI: Your New Virtual Team Member

Jira Service Management’s AI isn’t just there to look pretty—it’s here to do the heavy lifting. The AI-driven features help manage tickets, suggest solutions, and route queries to the right department faster than you can say “another escalation.” It’s like adding an extra set of hands to your team, except this one doesn’t need breaks or make spelling mistakes.

Atlassian Intelligence Overview: This is where the real magic happens. Atlassian Intelligence uses AI built in-house, plus OpenAI, to drive smarter service management. It integrates with your team’s unique workflows and project history, meaning it actually learns from the way you work. That’s right—no more one-size-fits-all solutions.

The Virtual Service Agent: Helping Out, 24/7

Now, let’s talk about the virtual service agent—a key feature in Jira Service Management. This AI-powered assistant takes care of those repetitive, “I could do this in my sleep” tasks. Need someone to guide a new employee through onboarding? Got a bunch of software access requests piling up? The virtual service agent’s got your back.

Intent Flows: Automating the Mundane

The beauty of intent flows is that they automate customer interactions. Each flow is designed to handle specific requests, like troubleshooting or reporting an incident. This isn’t just some basic “FAQ bot”—it collects info, suggests solutions, and escalates only when needed. So your team can focus on the real problems, not the 50th VPN reset of the day.

Pro Tip: The intent flows are customizable with low-code or no-code configurations. Translation: you don’t need a degree in coding to make it work for you.

AI Answers: Putting Knowledge to Work

AI Answers in JSM is basically your knowledge base’s new best friend. It digs through all the information you’ve stored in Confluence or Jira, pulling up the right answers for common questions. And no, this isn’t just about linking customers to some general help article—it’s about getting them real answers, fast.

No human needed, unless, of course, things get complicated. Then it hands things over to a live agent without missing a beat.

Generative AI in Action: Helping Agents Write and Summarize

Atlassian AI doesn’t just help with customer queries—it also makes life easier for your agents. The generative AI within JSM allows agents to summarize long tickets, brainstorm responses, and even adjust the tone of their messages. Because let’s face it, sometimes you need a little help sounding more “professional” after your fifth cup of coffee.

Here’s how it works: Agents can bring up AI in the issue editor to get suggestions, clean up responses, or create a quick summary of an issue that’s been dragging on. Whether you’re bringing in new team members or escalating an issue, the AI helps you keep things moving.

Managing Employee Onboarding? Let AI Handle It

If you’re tired of managing repetitive tasks like onboarding new employees, Atlassian AI is about to become your new best friend. The virtual service agent can guide new hires through everything from account setup to IT access. No more missed steps, and no more bottlenecks—just smooth sailing (minus the buzzwords, of course).

The Real Win: Faster Resolutions = Happier Customers

At the end of the day, all these AI-powered features are designed with one goal in mind—making customers (and agents) happier. Faster resolutions mean fewer complaints, more satisfied customers, and support teams that don’t feel like they’re constantly putting out fires.

Real-World Scenario: Imagine this—your support team wakes up to a full inbox of tickets. Before they even log in, Atlassian AI has already sorted through the requests, categorized them, and offered up solutions where applicable. Tickets are prioritized, and only the trickiest issues make it to human agents. Your team is fresh, focused, and ready to tackle what really matters.

Sharing is Caring: Tell Us About Your Experience

How has AI improved your customer support game? We’d love to hear your success stories (or even your “here’s what went wrong” tales). Drop your thoughts in the comments below or connect with us on LinkedIn.

The Bottom Line: AI in Jira Service Management Makes Support Smarter

Here’s the deal—AI isn’t going to replace your team, but it’s going to make their jobs a lot easier. Jira Service Management’s AI tools are built to handle repetitive tasks, leaving your team free to focus on what matters most: delivering exceptional service to customers. And the best part? No coding knowledge required.

If you’re ready to boost your support efficiency and take some of the load off your team, get in touch with Clovity. As a Gold Solution Partner with Atlassian, we’re here to help you integrate AI into your service management strategy. Let’s get started today. Contact us at 📧 sales@clovity.com or visit 🌐 atlassian.clovity.com