Atlassian Intelligence AI in service management: A 2025 overview

If you work in IT, it probably feels like AI went from a sci-fi concept to something on your daily to-do list almost overnight. It’s not just talk anymore. According to Atlassian's own State of AI in Service Management report, about 88% of organizations are already using AI for service management and are planning to put even more money into it.

Naturally, Atlassian has thrown its hat in the ring with Atlassian Intelligence, a set of AI features built to work with its products, especially Jira Service Management (JSM). The promise is pretty appealing: automate the boring stuff and help your teams focus on what matters.

But is it the perfect solution for every team? In this overview, we'll get into the nitty-gritty of what Atlassian Intelligence does, what it’s going to cost you, and where it doesn't quite hit the mark. We’ll give you a straight-up look at its features, pricing, and limitations so you can decide if it’s the right move for your team or if you might need something a bit more flexible.

What is Atlassian Intelligence AI in Service Management?

First things first, Atlassian Intelligence isn't a separate tool you go out and buy. It’s a suite of AI-powered features that are baked directly into Atlassian's cloud products, but only for customers on their Premium and Enterprise plans. Think of it as a built-in assistant that’s always there for your service teams.

Its main goal is to make life easier in JSM by automating tasks, digging up quick insights, and generally smoothing out the bumps for IT support, operations, and other service teams. It uses Atlassian’s own AI models mixed with tech from OpenAI to make sense of the data you already have sitting in your Atlassian tools.

And that’s both its biggest advantage and its main drawback. Atlassian Intelligence is built for teams that are all-in on the Atlassian ecosystem. If your entire world is Jira, Confluence, and other Atlassian products, it’s going to feel like a natural fit. But what if your team's knowledge and favorite tools are scattered all over the place? That’s when you might start to feel a little boxed in.

Key features and capabilities

Atlassian Intelligence brings a lot to the table, with features designed to help at different stages of the service management process. They’re definitely useful, but they’re also designed to keep you happily inside Atlassian’s world. Let's break down what it can do and see where it really helps, and where it might fall short.

Virtual agent for automated support

The virtual agent is Atlassian’s bot for handling frontline support. You can drop it into channels your team is already using, like Slack, Microsoft Teams, or the JSM help portal. The agent’s job is to answer common questions by pulling information from your knowledge bases, which for most people means Confluence. If you have more complex but repetitive tasks, you can build out "intent flows" to walk users through a set process.

Here’s the thing, though. Setting up those intent flows can get surprisingly technical and eat up a lot of time. And the agent is only as good as the information it can access, so if all your knowledge isn't perfectly organized in Confluence, it’s not going to be much help. What if your best troubleshooting guides are in Google Docs, your onboarding docs are in Notion, or your most valuable insights are buried in old tickets from another helpdesk?

If that sounds like a headache, you're not wrong. This is where other tools, like eesel AI, take a different path. You can connect it to pretty much any knowledge source you have with a single click and have a working AI agent up and running in minutes. There are no mandatory demos or complicated setups to wrestle with, you can just get started on your own.

AI-powered ticket triage and summaries

Two of the handiest features are the AI-powered triage and summaries. The triage tool looks at new tickets, especially those vague ones that come in through email, and suggests the right request type. This helps agents get their queue sorted out much faster. The summaries feature is just what it sounds like: it reads through those novel-length comment threads on a ticket and gives you the short version, so you don't have to spend half an hour just getting up to speed.

These features are genuinely helpful, but an agent still has to look at the suggestions and click a button to approve them. If you’re looking for something that takes the manual step out completely, other tools offer a more autonomous approach. For example, eesel AI's AI Triage can be set up to automatically route, tag, prioritize, and even close tickets without a human needing to touch them. Even better, you can run a simulation on thousands of your past tickets to see exactly how it would have performed, giving you a clear picture of your potential automation rate before you let it loose on live customer issues.

Generative AI for agents and knowledge management

Atlassian Intelligence also gives your human agents a little AI boost. They can use it to help draft replies to customers, clean up their writing, switch the tone from formal to friendly, or just catch pesky typos. It also lends a hand with knowledge management by spotting recurring issues and suggesting new topics for knowledge base articles, which helps you get ahead of common problems.

This is a nice touch, but it still puts the burden on your team to create and review that content. Some tools are starting to take this a step further. eesel AI, for instance, can automatically spot tickets that were resolved successfully and turn them into draft articles for your knowledge base. Your documentation basically starts writing itself, built from solutions you already know have worked in the real world. That saves your team a ton of time and makes your self-service content way more reliable.

A demonstration of eesel AI's generative AI automatically drafting a reply for an agent within a helpdesk, based on existing knowledge.

AIOps for incident management

For the IT ops folks, Atlassian Intelligence offers some AIOps features. It can group related alerts to cut down on the noise, automatically create incident tickets with the details already filled in, and even whip up a first draft of a Post-Incident Review (PIR) after an issue has been resolved.

These are solid features for any team that manages their incidents entirely within JSM. But what happens if your IT support team uses a different helpdesk, like Zendesk or Freshdesk? They're left out of the loop. A tool that isn't tied to a specific platform, like eesel AI's AI for ITSM, can plug into the tools you’re already comfortable with, whether that's Zendesk, Freshdesk, or even Jira Service Management. It adds a consistent layer of AI across all your support tools without making you move everything over to one platform.

Atlassian Intelligence AI in Service Management: Pricing and plans

Alright, this is where things can get a little tricky. The AI features in Atlassian Intelligence aren't available on the Free plan. You have to be on a paid Cloud plan: Standard, Premium, or Enterprise. The Standard plan gives you a taste of the AI, but the really powerful stuff, like the virtual agent and advanced AIOps, is locked away in the Premium and Enterprise tiers.

The bigger catch, though, is the consumption-based pricing that comes along with some of the best features. This can make your monthly bill feel like a moving target.

For instance:

• Virtual Agent: The Premium plan gives you 1,000 "assisted conversations" each month. If you go over that, you start paying for each one, starting at $0.30 per conversation. A particularly busy month could mean a surprisingly large bill.

• Assets: The Premium plan also comes with 50,000 "Assets objects" for tracking your hardware and software. Exceed that, and you'll get billed for each extra object per month, starting at $0.02.

This kind of pricing can be a real headache for teams trying to manage a budget. It's a big departure from the straightforward pricing you see with other tools, like the pricing model for eesel AI. With eesel AI, you get simple, tiered plans based on the features you need. There are no per-resolution fees, which means you can handle more support requests without worrying that your bill is going to spiral out of control.

Plan	Price (per agent/month, billed annually)	Key AI Features Included	Consumption-Based Add-on Costs
Free	$0 (up to 3 agents)	None	N/A
Standard	$20	Basic AI (Rovo credits, similar alerts)	N/A for advanced features
Premium	$51.42	Virtual Agent, Advanced AIOps, Asset Management	Yes (for Virtual Agent conversations and Assets objects over limit)
Enterprise	Contact Sales (Billed Annually)	All AI features, higher limits	Yes (for Virtual Agent conversations and Assets objects over limit)

A screenshot of the eesel AI pricing page, which contrasts with the consumption-based model of Atlassian Intelligence AI in Service Management by showing clear, tier-based plans.

The eesel AI alternative: A more flexible and powerful approach

If being tied to the Atlassian ecosystem feels a bit too confining or the pricing model seems unpredictable, you're not the only one. A lot of teams need an AI solution that plays nicely with all their tools, not just the ones from a single company. This is where a tool like eesel AI really shines.

Here’s a quick rundown of how eesel AI handles the limitations you might find in a closed system:

• Get up and running in minutes, not months: Atlassian Intelligence might be technically "on" once you have the right plan, but getting it tuned to work well for your team takes time and a good bit of know-how. With eesel AI, you can connect your helpdesk and knowledge sources with one click and launch a working AI agent on the same day. It's built to be something you can set up yourself, without a long implementation project.

A workflow diagram showcasing the simple and fast implementation process of eesel AI compared to the more involved setup for Atlassian Intelligence AI in Service Management.

• It connects to everything, not just Confluence: Atlassian Intelligence does its best work when all your knowledge is in Confluence. eesel AI integrates smoothly with Confluence too, but it also connects to Google Docs, Notion, your old support tickets from any helpdesk, and over 100 other apps. It pulls everything together into one brain for your AI to use.

An infographic showing how eesel AI connects to multiple knowledge sources, a key differentiator from the Confluence-centric approach of Atlassian Intelligence AI in Service Management.

• Test it without any risk: This is a big one. eesel AI has a simulation mode that lets you test how the AI would have handled thousands of your real, historical tickets before it ever interacts with a customer. This gives you a ton of confidence and a solid forecast of your automation rate and cost savings, something Atlassian Intelligence can't offer at the same level.

A look at eesel AI's simulation mode, a feature that provides a risk-free way to test performance, unlike Atlassian Intelligence AI in Service Management.

• Clear and predictable pricing: It’s worth repeating: eesel AI has no per-resolution fees. The price you see on the tin is the price you pay. This makes budgeting a whole lot easier and means you won't be punished for being successful and scaling your support.

Is Atlassian Intelligence AI in Service Management the right choice?

Atlassian Intelligence is a solid, deeply integrated AI solution that can be a huge help for teams that are already living and breathing in the Atlassian cloud ecosystem. If you’re on a Premium or Enterprise plan and all your important data is sitting in Jira and Confluence, it’s a native option that’s absolutely worth checking out.

But its biggest strength is also its main weakness. Its value is directly tied to that ecosystem, and the consumption-based pricing can introduce a level of uncertainty that not every team is comfortable with.

For teams that need to be more flexible, want to connect a wide variety of tools, and prefer to know exactly what they’ll be paying each month, a dedicated AI platform is probably the smarter choice. Taking a little time to look at your options will help you find a solution that fits your whole workflow, not just one part of it.

Take control of your support automation with eesel AI

Ready to see what a more flexible and powerful AI platform can do for your team? You can see the difference for yourself.

• Try eesel AI for free and set up your first AI agent in under 5 minutes.

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