It feels like every software tool we use is getting an AI upgrade, and Atlassian is no exception. If your team lives in Jira Service Management (JSM), you’ve probably heard about "Atlassian Intelligence." It promises to streamline everything, from the initial setup of request forms to managing the daily flood of tickets. But what do features like AI-powered field suggestions and bulk triage actually do? And more importantly, are they worth it?
Let's cut through the hype. This guide gives you an honest look at Atlassian Intelligence for JSM. We’ll walk through its main features for managing requests, talk about the real-world limitations and pricing, and show you a more powerful and flexible alternative for your support workflows.
Understanding Atlassian Intelligence
First off, Atlassian Intelligence isn't one specific thing you can buy. Think of it more as a collection of AI skills sprinkled across Atlassian's cloud products, including Jira, Confluence, and of course, JSM. It was built with help from OpenAI and uses Atlassian’s own models. The main goal is to help teams get work done faster by handling repetitive tasks, summarizing long conversations, and finding useful info in the data you already have.
For JSM, this means new tools for both the admins setting up service desks and the agents handling tickets. It can help generate new request types from a simple description or sort incoming emails automatically. The idea is to cut down on manual work and get issues resolved quicker.
Core features: How Atlassian Intelligence handles requests
Atlassian Intelligence brings a few new tricks to the table to help you set up and manage your service project. The most interesting ones for request management are its AI suggestions for request types and fields, and a bulk triage function to help keep your queues tidy.
AI-powered request types and field suggestions
Anyone who has set up a new service desk knows how tedious creating all the request types and forms can be. Atlassian Intelligence tries to take a crack at this. You can just describe what your team does in plain language, something like, "We handle IT hardware requests for new employees." The AI then spits out a list of relevant request types it thinks you'll need.
After you create a request type, the AI keeps assisting by offering field suggestions. Based on what the request is about, it might recommend adding existing fields or creating new custom ones, like "Laptop Model" or "Office Location." This can definitely help you build out your forms faster. The only catch is that it’s all based on the AI's interpretation of your prompt, so your mileage may vary.
AI-powered bulk triage
For any busy support team, the queue can turn into a mess pretty quickly. This is especially true for tickets that come in via email, which often get dumped into a generic "Emailed request" category. The AI triage feature is meant to help sort this out.
You can select up to ten tickets at a time and hit "Triage." Atlassian Intelligence will then read through each one and suggest a more fitting request type, automatically filling in any fields it recognizes. This helps agents categorize new work much faster and makes sure tickets go to the right place. The main drawback? That ten-ticket limit means it’s still a very manual, batch-by-batch job if you’re dealing with a high volume of requests.
The limitations and challenges of Atlassian Intelligence
While having some AI built-in is a nice step forward, its native integration has some pretty big limitations. If you're looking for a solution that can truly automate your support, you might hit a wall.
The walled garden: Limited knowledge sources
Atlassian Intelligence works best when it's using data from inside its own ecosystem, which mostly means Jira tickets and Confluence pages. But let’s be real, where does your team actually keep its important information? Most of us have critical docs scattered across Google Docs, Notion, SharePoint, and a million different Slack threads. Atlassian's AI can't see any of that, which leads to incomplete answers and agents having to dig around in different apps for the right info.
This is a huge blind spot, and frankly, it's where tools like eesel AI really shine. It connects to over 100 sources, including all the usual suspects like Google Docs and Notion, plus your past helpdesk tickets. This gives your AI a complete picture of your business, not just the tiny slice that lives in Atlassian.
An infographic showing how eesel AI connects to multiple knowledge sources, overcoming the limitations of tools that only use internal data.No testing or simulation mode
Flipping the switch on a new AI feature can be nerve-wracking. How do you know if its suggestions are any good? How will it affect your resolution times before you let it loose on live tickets? Atlassian Intelligence doesn't really have a good way to test things out, so you pretty much have to activate it and hope for the best.
This is a problem eesel AI was built to solve. It has a powerful simulation mode that lets you test your AI setup on thousands of your own historical tickets. You can see exactly how it would have answered, get accurate predictions on your automation rate, and tweak its behavior in a safe environment before a single customer ever interacts with it. That’s peace of mind.
A view of eesel AI's simulation mode, which allows teams to test AI performance on historical data before deployment.Rigid workflows and lack of customization
Atlassian’s AI is built to do a few specific things, like suggesting a field or changing a ticket type. But modern support work is way more complicated than that. What if you need the AI to look up an order status in Shopify, check a user's subscription in an internal database, or just adopt a more empathetic tone? The native tools simply can't handle these kinds of custom actions.
This is what really sets a tool like eesel AI apart. You get a fully customizable workflow engine. You can set up custom API actions to connect to any system you use, shape the AI's personality with a simple prompt editor, and create specific rules to control exactly which tickets get automated and how.
The interface for setting up custom rules and workflows in eesel AI, highlighting its flexibility compared to native solutions.Atlassian Intelligence pricing: What you'll actually pay
So, what's all this going to cost? Here's the important part: Atlassian Intelligence isn't an add-on you can just buy. Its best features are bundled into Jira Service Management's more expensive subscription tiers. While some basic AI is available on the Standard plan, the key features we've been talking about, like the virtual agent, AI triage, and intelligent suggestions, are only for Premium and Enterprise customers.
That’s a critical detail. To unlock the helpful parts of Atlassian's AI, you have to be on a plan that costs more than double the Standard tier. For a lot of teams, that’s a steep price jump.
Here’s a quick breakdown of the JSM Cloud plans where the AI features live:
| Plan | Price (per agent/month, annual billing) | Key AI Feature Availability |
|---|---|---|
| Free | $0 (up to 3 agents) | Not available |
| Standard | $22.05 | Basic AI (summaries, content generation) |
| Premium | $49.35 | All Standard features + Virtual Agent, AI-powered suggestions, Bulk AI Triage, Sentiment Analysis |
| Enterprise | Contact Sales | All Premium features + advanced admin and security controls |
Pricing changes, so always check the official Atlassian pricing page for the latest numbers.
A more flexible alternative to Atlassian Intelligence: eesel AI
For teams that need more power, flexibility, and control over their AI without being forced into a pricey plan upgrade, a dedicated AI platform is the way to go. eesel AI plugs right into Jira Service Management and delivers a much more capable solution.
Here’s how eesel AI gets around the limitations of the native tools:
-
Bring all your knowledge together: Don't let your AI be limited to just Confluence. Connect JSM with Google Docs, Slack, Notion, past tickets, and over 100 other sources to give your AI the full picture.
-
Go live in minutes, with confidence: The self-serve setup is incredibly simple. You can use the simulation mode to test your AI on old tickets and see how it will perform before you turn it on.
-
Total control over your workflows: Go way beyond basic suggestions. Use the intuitive prompt editor and custom API actions to triage tickets, look up external data, and automate even the most complex, multi-step tasks.
-
Clear and predictable pricing: Our plans are straightforward and aren't tied to your JSM tier. We never charge per resolution, so you can automate as much as you want without worrying about a surprise bill.
A workflow diagram illustrating how eesel AI automates the entire support process, from ticket creation to final resolution.What's the bottom line on Atlassian Intelligence?
Atlassian Intelligence is a decent starting point for teams who are already deep in the Atlassian world and are paying for a Premium or Enterprise plan. Features like AI-powered request creation and bulk triage can definitely help tidy up your queues and speed up the initial setup.
However, its weaknesses become obvious pretty quickly. The platform is stuck with its own data sources, doesn't have good testing tools, and offers very little when it comes to real workflow customization. For teams that want to build a truly smart, automated, and efficient support system, these limitations create a hard ceiling on what you can actually accomplish.
To move beyond basic suggestions and unlock what AI can really do, you need a dedicated platform that connects to all your tools, lets you roll out with confidence, and gives you complete control.
Ready to see what a truly flexible AI can do for your Jira Service Management workflow? Try eesel AI for free and see how you can automate support in minutes.
Frequently asked questions
Atlassian Intelligence can help generate request types based on a plain language description of your team's function. After a request type is created, it suggests relevant fields, either existing or new custom ones, to build out your forms faster.
They are useful for quickly categorizing incoming email tickets. Agents can select up to ten tickets, and the AI will suggest a more fitting request type and automatically fill in recognized fields, helping to sort the queue faster.
Atlassian Intelligence primarily uses data from within the Atlassian ecosystem, like Jira and Confluence. It cannot access information stored in external tools such as Google Docs, Notion, or Slack, which can lead to incomplete suggestions.
The native Atlassian Intelligence doesn't offer a specific simulation mode to test its suggestions. You generally activate the features and observe their performance directly in your live environment, requiring a "test and learn" approach.
Atlassian Intelligence has a predefined set of functions, such as suggesting fields or changing ticket types. It offers limited customization for complex workflows, external data lookups, or nuanced AI persona adjustments beyond these specific tasks.
Key AI features, including intelligent suggestions and bulk triage, are only available to Jira Service Management Premium and Enterprise plan customers. These plans are significantly more expensive than the Standard tier.
A dedicated AI platform connects to a wider array of knowledge sources beyond Atlassian's ecosystem and offer robust customization for workflows, API actions, and AI behavior. They also provide simulation modes for confident deployment.
