A practical guide to Atlassian AI: Features, pricing & alternatives (2025)

So, Atlassian is going all-in on artificial intelligence. They're weaving their new AI suite, Atlassian Intelligence, and an AI teammate called Rovo right into the fabric of tools like Jira, Confluence, and Jira Service Management. The promise is a big one: transform how your team works by automating tasks, finding information faster, and generally speeding everything up.

But what is Atlassian AI, really? How does it work, what’s the real cost, and is it actually the right choice for every team? This guide will unpack its main features, the pricing structure, and the limitations that come with any platform-native tool. We'll also explore why a more flexible, specialized AI platform might actually be a smarter move for your customer service and IT support teams.

What is Atlassian AI?

Let's clear one thing up: Atlassian AI isn't a single product you buy off the shelf. It's a collection of AI-powered features built directly into their cloud platform. The engine behind it is Atlassian Intelligence, which uses a mix of OpenAI’s models and Atlassian's own "Teamwork Graph", a model that understands how your team's projects, goals, and knowledge are all connected. The flashiest new addition is Rovo, which Atlassian is pitching as your new AI teammate.

Rovo is built to help you find, understand, and act on information scattered across your Atlassian tools and other connected apps. It's made up of a few key parts:

• Rovo Search: Lets you use normal, everyday language to find information in Confluence, Jira, and other places you’ve connected.

• Rovo Chat: A conversational chatbot where you can ask questions, get quick summaries, and even generate new content.

• Rovo Agents: These are pre-built or custom AI agents that can handle repetitive tasks, like sorting service tickets or summarizing release notes.

• Rovo Studio: A low-code/no-code builder that lets you create your own custom Rovo Agents for your team's specific ways of working.

Basically, Atlassian's strategy is to bake AI into the tools your team already has open all day, making it a fundamental part of their ecosystem.

Rovo Chat, a key component of Atlassian AI, helps users find information and get summaries conversationally.

Key features of Atlassian AI across the platform

So what can this AI actually do? Let's look at the key features across Atlassian's main products to see how it might change day-to-day work.

Key features of Atlassian AI in Jira Service Management (JSM)

For IT and support teams using JSM, Atlassian AI adds a few features meant to make service delivery a bit smoother:

• A virtual service agent: This is an AI-powered chatbot that lives in Slack and Microsoft Teams. It can answer common questions by pulling information from your Confluence knowledge base.

• AI-powered summaries and sentiment analysis: Your agents can get instant summaries of long, complicated ticket histories and see a customer's sentiment at a glance to help them prioritize.

• Smarter ticket sorting: The AI can suggest the right request type for new tickets and even group similar incidents together to help your team resolve them faster.

These features sound pretty good for teams living and breathing JSM. But there's a catch: they mostly depend on knowledge that’s already stored inside Confluence. This becomes a real problem if your team’s most important information is in Google Docs, old tickets from a different helpdesk, or other internal wikis. To get real automation, your AI needs to learn from all your knowledge, not just the bits stored in one place.

The role of Atlassian AI in Confluence and Jira

For everyone else using Atlassian for collaboration and project management, the AI acts more like a personal productivity assistant:

• Content generation: You can draft pages, write summaries, or quickly change the tone of your writing right inside Confluence.

• Natural language search: Instead of wrestling with Jira Query Language (JQL), you can just type what you're looking for in plain English to find the issues you need.

• Task automation: You can have Jira automatically create a list of subtasks from a main issue, which can save project managers a decent amount of time.

Atlassian AI's Rovo copilot assists with content generation and summarization directly within Confluence.

Understanding Rovo agents and the challenge of custom Atlassian AI builds

This is where Atlassian's AI starts to get really interesting. Rovo Agents let you automate more complex, multi-step workflows. While Atlassian gives you a few pre-built agents to start with (like one for triaging service requests), the real power is supposed to come from Rovo Studio, which lets you build your own.

But here's the reality check: building your own agents isn't as simple as flipping a switch. It often takes some technical skill and a lot of time to get the triggers, actions, and knowledge sources working just right. This puts up a big wall for non-technical teams who need automation but don't have the time or resources for a mini-development project. A truly self-serve platform should let you get up and running in minutes, not drag you into a project that takes months.

The Rovo Studio provides a no-code interface for building custom Atlassian AI agents to automate specific team workflows.

The limitations of Atlassian AI as a platform-native tool

That deep integration into the Atlassian ecosystem sounds great on paper, but it's a double-edged sword. It’s also the source of the platform’s biggest weaknesses. Before you jump in, you need to understand the trade-offs.

The challenge of ecosystem lock-in

Unsurprisingly, Atlassian AI loves Atlassian data. Its "Teamwork Graph" is smart because it gets the connections between your Jira issues, Confluence pages, and code commits. But let's be real, where does your most valuable, up-to-date knowledge actually live? Is it all neatly organized in Confluence? Or is it spread across Google Docs, Notion, and a million old Slack threads?

While you can connect some external tools, the AI’s brain is still fundamentally centered on the Atlassian world. This can lead to incomplete answers and puts pressure on you to move all your knowledge into their platform, which is a massive undertaking. The goal should be to bring the AI to your knowledge, not the other way around. This is where a tool like eesel AI is different, it connects to all your existing knowledge sources instantly, without forcing you to migrate anything.

Hidden costs and complexity

Atlassian is marketing its AI features as being included at no extra cost, but there's a big asterisk there. You only get them if you're on a Premium or Enterprise cloud plan. For teams on the Standard plan, getting access to these AI tools means a big, expensive upgrade for your entire company. It's an all-or-nothing deal that can be tough to swallow.

On top of that, setting up AI automation that actually works can be complicated. Specialized platforms like eesel AI are built to be incredibly self-serve, letting you connect your helpdesk, train the AI on past tickets, and go live in just a few minutes. Atlassian's approach, particularly with Rovo Studio, feels more geared toward big companies with dedicated teams to manage the whole implementation process.

The lack of risk-free testing and granular control

Letting an AI talk to your customers is a big deal. You need to be sure it's going to give accurate answers and actually solve problems correctly. Atlassian's rollout process doesn't really offer a solid way to check the AI's performance before you set it live.

This is a massive gap. You should be able to test-drive your AI before letting it loose on your customers. For instance, eesel AI includes a simulation mode that lets you test your AI agent on thousands of your past tickets in a completely safe environment. You can see exactly how it would have replied, get solid forecasts on its resolution rate, and tweak its behavior until you’re 100% confident, all before a single customer ever talks to it.

Unlike Atlassian AI, specialized platforms allow for risk-free testing with simulation modes to ensure accuracy before deployment.

Atlassian AI pricing explained

You can't buy Atlassian AI as a standalone product. The features are bundled into the existing Jira, Confluence, and JSM cloud plans. Starting in April 2025, Rovo will be automatically turned on for accounts on Premium and Enterprise plans.

Here’s a quick breakdown of who gets what:

Feature Tier	Standard Plan	Premium Plan	Enterprise Plan
Basic AI Features	Yes (e.g., content editing, JQL search)	Yes	Yes
Rovo Chat & Search	Later in 2025	Yes (from April 2025)	Yes (from April 2025)
Rovo Agents	No	Yes	Yes
JSM Virtual Agent	No	Yes	Yes
AI Incident Management	No	Yes	Yes

The bottom line is this: to get the most valuable automation features from Atlassian AI, you have to be on a Premium or Enterprise plan. For a lot of companies, that means a huge price hike for every single user, just to get access to AI. You're essentially forced to pay for a lot more than you might need, whereas a dedicated solution gives you predictable pricing focused only on what the AI does for you.

The alternative to Atlassian AI: A flexible, specialized AI platform

Look, if your entire company runs on the Atlassian stack and nothing else, then Atlassian AI could be a decent fit. It offers a convenient way to add some AI muscle inside an environment your team already knows well.

But for most teams, reality is messier. Knowledge is spread out, workflows are different for every team, and what you really need is an AI solution that’s fast, flexible, and reliable. That's where a specialized tool built for support comes in.

eesel AI is an AI platform designed from the ground up for customer service, ITSM, and internal support. It connects smoothly with the tools you already use, including Jira Service Management, Zendesk, Confluence, Google Docs, and Slack, without making you change how you work.

Here’s why it’s a better alternative for most support teams:

• Get started in minutes, not months: With one-click integrations for your helpdesk and a truly self-serve setup, you can launch a fully working AI agent on your own, in a single afternoon.

• Connect to the knowledge you already have: eesel AI instantly learns from your past tickets, help center articles, and internal docs, no matter where they are. It delivers accurate, context-aware answers from day one.

• Test it out safely: Use the simulation mode to see how the AI performs on your historical data and get precise ROI forecasts before you turn it on for customers.

• Clear, straightforward pricing: Our plans are based on usage, not on forcing your entire company into a more expensive subscription. You get predictable costs without any hidden fees.

Meet Rovo, the new AI-powered teammate from Atlassian designed to enhance productivity across their suite of tools.

Is Atlassian AI the right choice for your team's reality?

There's no doubt Atlassian AI and Rovo are a big move for the company. For teams that are fully standardized on Atlassian's cloud platform, it offers an easy way to boost productivity in a familiar setting.

But the reality for most support and IT teams is that work happens everywhere, not just in one tool. Knowledge is distributed, and you can't afford to be locked into a single ecosystem. Instead of forcing your team into one box, it makes more sense to choose an AI that works the way you do.

Ready to see what a truly flexible AI agent can do for your team? Try eesel AI for free and deploy a fully autonomous agent that learns from all your knowledge, not just part of it.