- which has become a part of NVIDIA NIM™ microservices and is included in Perplexity’s Sovereign AI program
With Adam Stepien & Michal Kulakowski
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AI Ticket Assistant
AI in Jira Service Management
Easily create structured requests from user input
Smart, AI-driven request intake: Guide users through conversational input to gather all essential details up front. Prevent incomplete and unclear requests proactively, eliminating unnecessary follow-ups.
Automatic request type selection: AI analyzes user descriptions to instantly suggest the most appropriate request type, reducing triage effort and misrouted requests.
Intuitive conversational interface: Enable users to fill requests via an intuitive chat-based interface, removing barriers associated with complex Jira forms.
Built-in speech-to-text input: Allow users to create requests easily through voice dictation. Increase accessibility and speed up issue reporting.
Multilingual input support: AI understands and processes requests in the user’s preferred language, enabling seamless communication across global teams and reducing language-related misunderstandings.
Give agents fully contextualized requests instantly
Reduce support agent workload: Proactively capture detailed context to eliminate vague emails and incomplete requests, delivering fully structured and comprehensive requests ready for immediate action.
Auto-fill standard Jira fields: Automatically fill in standard Jira fields like text inputs, dropdowns, and date pickers based on user input—saving time for your support team. Fully compatible with any request form: custom and third-party fields can be completed manually by the user when needed.
Editable request preview: Let users review and adjust AI-generated request details before submitting them. Maintain accuracy and full user control over provided data.
Proactive assistance for unclear fields: AI proactively clarifies unclear Jira fields during intake asking additional, context-aware questions—ensuring that requests arrive well-structured and ready for triage.
Multilingual conversations (50+ languages): Automatically align conversations with user language preferences. Reduce misunderstandings and enhance global support efficiency.
Deploy instantly with minimal administrative effort
Zero scripting or setup needed: Deploy without complex decision trees, scripts, or custom workflows. Just enable per portal or specific user groups and go live instantly—plug-and-play integration.
Granular deployment control: Admins can selectively activate AI Ticket Assistant per portal or user group, facilitating gradual implementation and controlled rollouts.
Track usage, manage costs: Monitor AI token consumption and optimize cost-efficiency through built-in analytics.
Just describe your problem in natural language – no need to figure out forms.
Get complete, context-rich tickets with no follow-ups.
Enable per portal, control token usage, no building forms or scripts needed.
FIRST STEPS
GENERAL
Availability: Virtual Agent only ships with JSM Premium and Enterprise. AI Ticket Assistant runs on every Cloud plan.
Setup effort: AI Ticket Assistant is plug-and-play. You don’t define intents or conversation flows. Virtual Agent works only after an admin designs and maintains scripted scenarios and intent/Knowledge Base mappings.
How a request is captured: AI Ticket Assistant understands free text or live speech in 50-plus languages and auto-fills the native JSM request form. The requester can always open, edit or add fields before clicking Create.
What the user sees with Virtual Agent: The bot tries to resolve the issue in chat; if it fails, it creates a ticket from the pre-built scenario and simply shows “Ticket created” —the requester can’t modify the fields.
Philosophy: Virtual Agent is a rules-driven chatbot enhanced by AI search. AI Ticket Assistant is a true generative-AI helper focused on one pain point—getting an accurate ticket on the first try—while keeping the user firmly in control.
In short: AI Ticket Assistant means no premium licence, no scripts, full language & speech support, and the customer still decides what finally gets submitted.
Yes. Jira Cloud includes Atlassian Intelligence—AI features like smart search, summaries, and content suggestions (Premium and Enterprise only). Jira Service Management also offers a Virtual Agent, but setup is manual and limited to higher plans.
For a faster, easier AI experience on any plan, apps like AI Ticket Assistant let users create better tickets using natural language or voice—no setup required.
AI features are automatically enabled on Premium and Enterprise Cloud plans. Admins can manage them under Atlassian Administration > Settings > Atlassian Intelligence.
If you’re on a Standard plan, native AI isn’t available—but you can still use Marketplace apps like AI Ticket Assistant, which works out of the box and adds smart ticket creation via natural language or voice.
Want to learn more or help us enhance the app? Get in touch with the app’s Product Manager.