For a deeper look, Atlassian has a full guide on AI in Confluence.

Atlassian overview: AI for project and task management in Jira

Inside Jira, the AI features focus on making task management and finding information a bit less of a headache.

• **Natural language to JQL:** This is a big one for anyone who isn’t a JQL wizard. Instead of learning Jira Query Language, you can type a search in plain English (like, “show me all high-priority bugs my team worked on this month”), and the AI turns it into a proper JQL query.
• **Issue summaries:** If you’re dropping into a ticket with a long comment history, the AI can create a short summary of the description and all the back-and-forth, getting you up to speed in seconds.
• Content assistance: Just like in Confluence, you can use AI to help write or edit issue descriptions and comments right inside Jira, making sure everything is clear and consistent.

You can learn more on Atlassian’s page for AI in Jira Software.

Atlassian overview: AI for IT and customer support in Jira service management

Jira Service Management (JSM) gets some of the most interesting AI features, which aim to automate support and help agents work more efficiently.

• **Virtual Agent:** This is an AI chatbot that works in tools like Slack and Microsoft Teams. It answers common questions by looking up information in your knowledge base, which can deflect simple tickets before they reach a human.
• **Ticket triage and prioritization:** The AI helps agents sort through their queues. It can analyze a customer’s message to flag frustration, suggest the right request type if a ticket is misfiled, and help figure out what to tackle next.
• **AI-generated replies:** Agents can get help from AI to draft replies. The AI can pull information from relevant knowledge base articles or even learn from how similar tickets were handled in the past.

Atlassian has a detailed product guide for AI in JSM for those who want to get into the details.

The real cost: An Atlassian overview of pricing and plans

So, how much does all this AI cost? This is where it gets complicated. Atlassian Intelligence isn’t an add-on you can buy separately. Its features are bundled exclusively into their top-tier Premium and Enterprise cloud plans.

This has a pretty big consequence: if your team is on a Free or Standard plan, you can’t touch any of these AI features without upgrading your entire Atlassian subscription. That’s not a small price jump. For many, it could mean doubling or tripling their monthly bill just to turn on AI.

This all-or-nothing model is a tough pill to swallow for many teams. It’s a very different approach from other AI platforms that integrate with the tools you already use. For example, a solution like eesel AI works right on top of your existing setup—whether it’s Atlassian Standard, Zendesk, or Freshdesk—and is priced based on usage. You only pay for what you use, not for a mandatory platform-wide upgrade.

To see what you’re missing on the lower tier, here’s a comparison of the Standard and Premium plans.

Atlassian overview: Limitations of its AI and when to look for an alternative

While Atlassian Intelligence works well within its own universe, its limitations become obvious once you step outside of it. This is where you have to decide if a built-in, “good enough” tool is right for you, or if you need something with more muscle.

Atlassian overview: The “Walled Garden” problem

The biggest issue with Atlassian Intelligence is that it lives in a “walled garden.” It’s great when all your data, knowledge, and tools are inside the Atlassian ecosystem because its knowledge is mostly limited to your Confluence pages and Jira tickets.

But what if your support team works out of Zendesk, Intercom, or Gorgias? What if your most important company knowledge is scattered across Google Docs, SharePoint, and Notion? Atlassian’s AI can’t see or learn from any of those other places.

This is where a layered AI platform comes in handy. eesel AI is built to be the bridge between all your different systems. It connects to over 100 sources—including help desks, CRMs, and document platforms—to create a single AI brain that works with the tools you already have. This approach avoids vendor lock-in and gives your AI a complete picture of your business, not just the parts that live in Atlassian.

Atlassian overview: Generalist vs. specialist capabilities

Atlassian Intelligence is a generalist. It offers a wide range of useful AI features across many products, but it doesn’t always have the deep, specialized functions that a busy support or ITSM team really needs.

In contrast, eesel AI is a specialist platform built just for automating customer service and internal help desks. This focus allows for more advanced features that a generalist tool just can’t offer:

• Simulation mode: Before you even turn the AI on, you can run it on your past tickets in a test environment. This lets you check its accuracy, see how many tickets it would have solved, and figure out your potential cost savings, so you can be confident before going live.
• Multi-bot architecture: You can create and launch separate, specialized AI bots for different departments. You could build one for IT that knows about device policies, another for HR that understands company benefits, and a third for Customer Support that’s an expert on your products—all from one place.
• **Advanced actions:** eesel AI does more than just summarize text. It can make API calls to look up live order information in Shopify, check a customer’s subscription status, or update records in another system.

Atlassian overview: Control and implementation flexibility

Atlassian gives you some admin controls for turning AI features on or off. However, getting the AI to behave exactly how you want can be tricky, as the fine-tuning options are limited.

A more flexible tool like eesel AI gives you more control with a simple, human-in-the-loop setup. You can define a bot’s exact behavior, tone of voice, and when it should escalate to a human using plain English prompts. There’s no complex code or confusing configuration screens. This lets you dial in the AI’s performance to perfectly match your company’s policies and brand voice.

To help you decide, here’s a simple flowchart for picking the right AI tool for you.

Atlassian overview conclusion: Is Atlassian Intelligence right for your team?

Atlassian Intelligence is a convenient and well-integrated set of AI tools, but it comes with a big trade-off: you get convenience at the cost of flexibility and power.

The decision really comes down to this: Atlassian Intelligence is a great choice for teams who are already all-in on the Atlassian Premium or Enterprise plan and just need some general AI help to speed up their current work in Jira and Confluence.

However, for any team whose tools and knowledge are spread across different platforms, or for those who need serious, specialized automation for customer support and IT help desks, a dedicated platform is the better choice. It gives you more power, more flexibility, and the ability to connect to your entire tech stack.

Ready for an AI that works with your entire stack?

If your knowledge is spread across platforms like Zendesk, Google Docs, and Slack, you need an AI that can connect them all. Atlassian Intelligence, by its nature, just can’t do that.

eesel AI plugs into your existing help desk and knowledge sources to automate support, draft replies, and handle internal Q&A, all without forcing you to change tools or pay for an expensive platform upgrade.

Book a demo or try eesel AI for free to see how a specialized AI layer can improve your support workflows.