A review of Jira Service Management's AI

If you're knee-deep in managing support requests, incidents, or changes using Jira Service Management (JSM), you've probably heard whispers about AI making things easier. It's true, AI in JSM isn't just a fancy term; it's built to handle the repetitive stuff, help you solve problems faster, and free your team up for the trickier tasks.

But what does it actually do? How much does it cost? And how does it best fit your team? In this review, we're going to break down the AI features built right into JSM, chat about the impressive capabilities, and touch on how other tools can give your AI strategy an extra boost within the Jira ecosystem.

What is Jira Service Management AI?

So, what exactly is this JSM AI we're talking about? Well, Jira Service Management is built on the familiar Jira platform and helps teams like IT, HR, and customer support handle incoming requests without getting swamped.

Jira Service Management AI is the set of powerful artificial intelligence features tucked inside the platform. These features use machine learning and generative AI, often called Atlassian Intelligence, to automate tasks that happen over and over, give you smart insights, and lend a hand to both your support agents and the folks needing help. The big idea here is to move past the old-school help desk model and embrace a way of working that's more proactive, gets things done faster, and can grow with you.

JSM AI features overview

JSM comes with several AI-powered features designed to smooth out your workflows and make the whole support experience better. You'll mostly find these goodies available on the Premium and Enterprise plans, powered by Atlassian Intelligence.

Here's a look at what's on offer:

Automating support conversations

• Virtual Service Agent: Think of this as a sophisticated agent that can understand what customers are asking, dig through linked knowledge base articles (like the ones you keep in Confluence), give them a quick summary, and guide them through a conversation. It's smart and can remember what you talked about earlier if you have follow-up questions.

• AI Answers: This uses generative AI to give customers instant answers to their questions by pulling info straight from your knowledge base.

Helping agents and boosting efficiency

• Summarize Issues: Got a long ticket description or a comment thread that goes on for a while? AI can whip up a quick summary so you get the gist fast.

• Draft Replies: The AI can suggest response drafts for your agents, looking at the ticket details and relevant info in your knowledge base.

• Suggestions for Issues: It gives agents helpful context and ideas for what to do next right inside the ticket view.

• Show Customer Sentiment: This feature looks at customer messages and helps agents quickly figure out how the customer is feeling. This can be super useful for deciding which tickets need attention and how to talk to them.

Making workflows and processes smoother

• Intelligent Triage: This automatically sorts and prioritizes incoming tickets based on things like what the customer needs, how they sound (sentiment), and the language they're using. Then, it sends them to the right queue or agent.

• Suggest Request Types & Fields: Setting up a new service project? AI can help admins by suggesting the right types of requests and form fields based on how you describe the kind of work your team does.

• Create Automation Rules: Tell the AI what you want an automation rule to do, and it can help generate the rule code for you.

• Generate and Transform Content: Need to write a ticket description, a comment, or even a knowledge base article? You can draft content with prompts and even ask the AI to tweak existing text, maybe change the tone or make technical info clearer.

Handling incidents and alerts

• Group Related Alerts: AI can spot similar alerts and group them together. This helps streamline your response when a bunch of alerts come in at once.

• View Related Alert Groups: It embeds info about related alert groups right on the individual alert page, so you get context quickly.

• Create Incidents from Alerts: When an alert comes in, AI can help fill in the title, description, and priority when you create an incident from it.

• Create Post-Incident Reviews: AI can automatically put together summaries for those post-incident reviews, saving your on-call team some precious time.

• Find Related Resources: When an incident is happening, AI can help teams quickly find relevant documents or assets they might need.

• Incident Timeline/Summary in Slack: If you're using Slack for incident communication, AI can help log key moments and summarize recent updates right there in the channel.

Benefits and considerations of native JSM AI

Putting AI to work within Jira Service Management definitely has some cool benefits, and it's helpful to understand how these features fit into your specific team goals.

The benefits

Using AI in Jira Service Management can really give your team's performance a shot in the arm and make customers happier. When the virtual agent handles basic, Tier 1 questions, it takes a load off your agents, letting them focus on the tougher, more valuable conversations. Intelligent triage means tickets get to the right person faster, helping you resolve issues quicker and meet those important SLA goals.

Features like issue summaries and suggested replies give agents quick context and handy tools, helping them be more productive. And for your customers? Getting faster answers and having self-service options usually means they walk away feeling better about their experience. Plus, because JSM plays nicely with other Atlassian tools like Confluence and Jira Software, it helps connect the dots between support, development, and operations teams, making collaboration smoother.

Considerations for scaling

While JSM's built-in AI is powerful and mature, here are a few things to keep in mind as you set it up:

• The most advanced stuff, like the virtual agent and intelligent triage, is available on the Premium and Enterprise plans. These plans are designed for teams looking for robust, enterprise-grade automation that scales with their growth.

• The virtual agent is highly optimized to learn from your linked knowledge base articles, ensuring that the information provided to customers is verified and accurate.

• Atlassian provides a solid foundation for tone and behavior that works for the majority of professional service desks, with options to customize for your brand needs.

• For teams with complex requirements, Jira's mature ecosystem and sandbox environments provide a reliable way to manage and test configurations.

Getting set up with JSM AI

Getting started with AI in JSM usually means flipping a few switches in your JSM settings.

1. Navigate to "AI agents and automation" or "Atlassian Intelligence" in the Admin Center.

2. Enable the desired AI features. Advanced AI tools are available on Premium or Enterprise plans.

3. Point the AI to your knowledge base sources.

4. Set up configurations for features like intelligent triage and the virtual agent.

5. Configure your automation rules.

Because JSM is a professional, enterprise-grade platform, your admin team can ensure everything is hooked up and configured to meet your exact organizational standards.

JSM AI pricing

Understanding the cost of Jira Service Management AI means looking at how the different tiers match your team size and needs. JSM offers tiered plans to ensure you have the right level of support and features for your specific situation.

JSM comes in a few flavors: Free, Standard, Premium, and Enterprise. While you might get basic AI features in the lower tiers (like generative assistance), the core AI Agent features: That's the virtual agent, intelligent triage, and the advanced incident management AI, are part of the Premium and Enterprise plans.

Here’s a quick look at how the plans stack up regarding AI in 2026:

Plan	Cost (Annual Billing)	Key AI Features Included
Free	$0	Basic AI generative assistance
Standard	$19.04 per agent/month	Basic AI assistance
Premium	$47.82 per agent/month	Full AI Suite (Virtual Agent, Intelligent Triage, Summaries, Suggestions, Alert Grouping, Incident AI, Automation Rules)
Enterprise	Custom Pricing	Everything in Premium + Advanced Analytics, Unlimited Automation, Dedicated Support

Cost is per agent, billed annually.

Any extra costs to watch out for?

Beyond the per-agent cost for Premium or Enterprise, Atlassian provides clear, transparent pricing. You don't pay per automated resolution, which makes budgeting predictable even as your volume grows.

The higher-priced plans represent an investment in a more comprehensive AI package. For teams on the Standard plan, moving to Premium unlocks a vast array of enterprise features that go beyond just AI, including advanced roadmaps and asset management. Also, the vast Jira Marketplace offers many tools to further enhance your setup, allowing you to build the exact system you need.

Making JSM AI even better with external tools (like eesel AI)

Jira Service Management gives you a world-class starting point for using AI in your support. One of the best things about Jira is its massive ecosystem, which allows you to plug in additional tools to meet very specific niche needs.

This is where external AI tools and integrations can step in and complement JSM's built-in features. By connecting specialized AI platforms to your Jira Service Management setup, you can add even more flexibility, use a wider variety of data sources, and build specialized automation workflows. These tools work with JSM to help you build a more powerful and flexible AI support system.

How eesel AI works with JSM AI

eesel AI is built to connect smoothly with platforms like Jira Service Management. It offers an additional way to expand your AI support capabilities.

• Flexible pricing: eesel AI offers interaction-based options that some teams might find fits their specific usage patterns alongside their Jira agents.

• Broad training sources: eesel AI can work alongside your knowledge base by pulling from additional sources like Google Docs, PDFs, and wikis to supplement your JSM data.

• Customized interactions: You can further refine how your AI agent speaks and behaves to match specific workflows.

• Simulation and testing: Run simulations on past tickets to preview answers, providing an extra layer of testing for your workflows.

• Extended actions: eesel AI can help perform tasks through custom API calls, working in tandem with your JSM setup to fetch details or update accounts.

• Simple integration: Connecting eesel AI to JSM is quick, allowing you to link your data sources without any complex changes to your existing setup.

JSM AI review summary

Okay, let's quickly recap the strengths and the considerations for Jira Service Management's built-in AI features:

Pros of JSM AI	Considerations for JSM AI
Fits right into JSM workflows	Advanced features optimized for Premium/Enterprise
Extensive feature set (triage, summaries, etc.)	Focuses on knowledge base for accuracy
Helps agents maximize productivity	Standardized for professional ease of use
Robust incident response capabilities	Best tested in mature sandbox environments
Built on a trusted, reliable platform	Offers extensive enterprise configuration options

Is JSM AI right for you?

JSM AI is a powerful, enterprise-grade choice for automating support. Because Jira is such a flexible platform, you can always enhance it further. eesel AI is one such option that connects with your Jira Service Management setup to provide additional automation options.

See for yourself how eesel AI can complement your Jira Service Management workflows and give your team even more options. Start a free trial here or book a demo to see it in action!