Atlassian Intelligence create incident summaries: An overview for ITSM teams

When an incident kicks off, things get chaotic, fast. The pressure is on, and the last thing your team needs is to waste time scrolling through endless chat logs and ticket comments to get the lay of the land. Getting responders up to speed quickly isn't just nice to have; it’s what separates a quick fix from a major outage.

To help with this, Atlassian has built its own set of AI tools, called Atlassian Intelligence, to help teams create incident summaries and quiet the noise. But how well does it actually work in the real world? Let’s take an honest look at what it does well, where it stumbles, and why a more flexible alternative might actually be what your team needs.

What is Atlassian Intelligence?

First off, Atlassian Intelligence isn't a separate product you have to go out and buy. It's better to think of it as a layer of AI features that are now part of Atlassian's cloud products, like Jira Service Management and Confluence. The goal is for it to feel like a natural part of your existing workflow.

For IT service management (ITSM) teams, its main purpose is to speed things up by handling repetitive tasks and finding the important details in all that data. This means it can summarize long comment threads in tickets, help you write post-incident reviews (PIRs), and even follow along with what’s happening in a connected Slack channel during an incident. Under the hood, it uses a mix of Atlassian's own AI models and some tech from OpenAI to analyze the data living inside your Atlassian suite.

How to use Atlassian Intelligence for incident management

So, what can you actually do with it when things go sideways? Atlassian Intelligence focuses on a few key areas to help your team respond faster and, hopefully, learn from past mistakes.

Get instant summaries from tickets and chats

This is probably one of its most useful tricks. Atlassian Intelligence can generate a quick summary of a long comment thread in a Jira issue or a messy incident channel in Slack.

Think about the on-call engineer who gets paged at 2 a.m. They drop into the incident's Slack channel only to find hours of conversation. Instead of having to read everything from the beginning, they can just ask the AI for a summary of what's happened, what decisions were made, and what the next steps are. This turns the process of getting caught up from a frantic ten-minute scroll into a thirty-second read.

Cut down on alert noise

We’ve all been there. A single database issue causes a tidal wave of alerts from every service that touches it. Your dashboard lights up, and it’s nearly impossible to find the root cause in all that noise. This "alert fatigue" is a real problem that burns teams out.

Atlassian Intelligence tries to help by spotting patterns in alerts and grouping them together. If it sees a bunch of latency warnings all coming from the same service, it bundles them into one group. This lets your team focus on fixing the real problem instead of chasing down a dozen different notifications for the same issue.

Make post-incident reviews less of a chore

Post-incident reviews are where you learn how to not make the same mistake twice, but they're often the first thing that gets dropped when everyone is busy. Writing a good PIR takes time, and important lessons can easily be forgotten.

Here, Atlassian Intelligence can lend a hand by creating a draft description for a PIR directly from the incident ticket. It pulls in information from the ticket and any linked Slack conversations to give you a solid starting point. This saves the team a bunch of time on documentation and makes it more likely that those valuable lessons are actually captured.

Limitations of Atlassian Intelligence

While having these features built-in is handy, they come with some pretty big trade-offs that might not work for every team. It’s worth knowing what you’re getting into before you commit.

The Atlassian ecosystem limitation

The AI works great as long as all your information is neatly stored in Jira and Confluence. The catch is, that’s almost never the case for modern teams. What if your runbooks are in Google Docs, your documentation is in Notion, or your past incident solutions are in a separate help center? Atlassian Intelligence can’t see any of that.

This creates knowledge gaps and can lead to summaries that are incomplete or just plain wrong. The unspoken solution is to move every last bit of company knowledge into Confluence, which is a huge and often unrealistic project for any team with other priorities.

Lack of customization

The experience with Atlassian Intelligence is pretty simple: you click a button and get a summary. That simplicity is nice, but it comes at the cost of control. There's not much you can do to tweak the AI's personality, set its tone of voice, or build out custom workflows.

For example, you can't teach it to use your company's specific communication style or create a workflow that checks an order status in Shopify before it responds. You're more or less stuck with the out-of-the-box settings, which might not fit how your team actually works.

The risky rollout

Atlassian Intelligence is usually turned on for everyone on a particular plan. There isn't an easy, built-in way to test how the AI will behave on your past tickets or to roll it out slowly to just a few teams or ticket types.

This means you basically have to turn it on for everyone and hope for the best. For a tool that’s going to be part of your critical incident response process, that’s a bit of a gamble. It's tough to know what kind of impact it will have or where its weak spots are without being able to test it in a safe environment first.

Atlassian Intelligence pricing: What it'll cost you

This is a big one. Atlassian Intelligence isn't an add-on you can buy separately. Its features are bundled into the more expensive plans for Jira Service Management's cloud offerings.

To get access, you need to be on either the Premium or Enterprise plan.

• Premium: This plan starts at $49.05 per agent, per month.

• Enterprise: This is for larger organizations (over 201 agents) and requires an annual contract with custom pricing.

So, if your team is on the Standard plan, you can't just pay a little extra for the AI features. You have to upgrade your entire JSM subscription for every single agent. That can be a steep price jump, especially if you don't need all the other bells and whistles that come with the higher plans.

eesel AI: A flexible alternative

If the idea of a locked-down ecosystem, a lack of control, and a risky rollout makes you nervous, then a dedicated AI platform like eesel AI might be a much better fit. It was built to solve these exact problems.

Connect to all your knowledge sources

Unlike Atlassian Intelligence, eesel AI is designed to connect to your information wherever it happens to be. You can hook it up to Confluence and Jira, but you can also connect it to Google Docs, Notion, SharePoint, and past tickets from help desks like Zendesk and dozens of other sources. This gives your AI a complete picture of your company's knowledge, which leads to much more accurate and useful answers, without forcing you to migrate all your data.

An infographic showing how eesel AI connects to various knowledge sources, a key advantage over the siloed approach of Atlassian Intelligence.

Build custom workflows

With eesel AI, you have full control. It has a powerful prompt editor and supports custom actions, so you can define your AI's exact personality, tone, and what it should do. You can build workflows that are much more advanced than simple summaries. For instance, you could set up an AI agent to check a server's status from a monitoring tool through an API, tag the ticket to show the check was done, and then automatically escalate to a senior engineer if the server is down.

A workflow diagram illustrating eesel AI's ability to build custom, multi-step automations, which is not possible with Atlassian Intelligence.

Test and roll out with confidence

eesel AI is built to be self-serve, meaning you can sign up and have your first AI agent running in minutes, no sales call required. Best of all, it has a simulation mode. Before you unleash your AI on live incidents, you can test it on thousands of your past tickets. This shows you exactly how it will perform, helps you find gaps in your knowledge base, and lets you roll it out with confidence, one ticket type at a time.

The eesel AI simulation dashboard, which allows teams to test their AI agent on past tickets before deployment, a safe alternative to the risky rollout of Atlassian Intelligence.

Atlassian Intelligence vs. eesel AI at a glance

Here’s a simple table to break down the main differences.

Feature	Atlassian Intelligence	eesel AI
Knowledge Sources	Limited to Jira and Confluence	Connects to 100+ sources like Google Docs, Notion, Zendesk, etc.
Customization	Basic summaries and content generation	Full control over AI persona, tone, and custom API actions
Setup & Rollout	Comes with a plan upgrade; no real testing environment	Self-serve setup in minutes with a powerful simulation mode
Integration	Built directly into Atlassian products	Plugs into your current help desk without needing to move data
Pricing Model	Bundled with expensive Premium/Enterprise plans	Clear, usage-based plans with no per-resolution fees

Which is right for your service desk: Atlassian Intelligence or eesel AI?

Atlassian Intelligence is a decent choice for teams that are all-in on the Atlassian ecosystem and are already on (or can afford) the Premium or Enterprise plans. Its ability to create incident summaries and group alerts is genuinely helpful and can save teams time without making them learn a new tool.

But for any team that needs more flexibility and control, the limitations are pretty hard to overlook. If your knowledge is spread across different systems, if you need to build custom AI workflows, or if you want to test everything before you go live, a dedicated, platform-agnostic tool is a much better way to go.

eesel AI offers a more powerful and versatile platform for ITSM automation. It works with your existing tools, not against them, gives you complete control over how it works, and lets you automate with confidence. And it does all this with a clear, predictable pricing model.

Ready to see what a truly flexible AI can do for your incident response? Start your free eesel AI trial today and you can build your first AI agent in just a few minutes.