Anyone who's ever set up a service desk knows the pain of creating the perfect request form. Ask for too little information, and your agents are stuck playing detective, chasing down details just to get started. Ask for too much, and you’ve got frustrated users abandoning the form halfway through. It's a tough balancing act.
You want to make it easy for people to ask for help, but you also need enough information to actually solve their problem without a dozen back-and-forth emails.
Atlassian is trying to lend a hand with Atlassian Intelligence, its set of AI tools built into its cloud products. One of these tools, Atlassian Intelligence Suggest Fields, is specifically aimed at taking some of the guesswork out of building forms in Jira Service Management (JSM).
In this guide, we'll walk through exactly what this feature does, who it's for, what it costs, and, most importantly, its pretty significant limitations. We’ll also look at a more powerful alternative for teams who want to go beyond just setting up forms and start automating their actual workflows.
What is Atlassian Intelligence Suggest Fields?
In a nutshell, Atlassian Intelligence Suggest Fields is a feature in Jira Service Management that helps you create request types faster. Think of it as a helpful nudge in the right direction when you're building out your service catalog.
Here’s how it works: when you're creating a new request type, say, "Request new software" or "Report an office maintenance issue", you give it a name and a description. The AI then scans your existing JSM setup and offers up two kinds of field suggestions for your form:
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Fields you already have: It looks at your existing fields (both standard and custom ones) and suggests adding any that seem like a good match. For a software request, it might recommend your "Department" and "Manager Approval" fields.
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Brand new fields: It also dreams up new custom fields you might need to capture the right details. For that same software request, it could propose creating a new dropdown field called "Software Name" or a text box for "Business Justification."
The idea is to save admins time, encourage consistency across different forms, and make it easier for teams new to JSM (like HR or Facilities) to build out their projects without needing a PhD in Jira configuration.
What Atlassian Intelligence Suggest Fields is good for: Key features and uses
The "Suggest Fields" feature is really all about simplifying and astandardizing the initial setup of your service desk.
Faster form creation
This tool is designed to work alongside its sibling feature, "Suggest Request Types." An admin can first ask the AI to generate a list of common request types for their department (like "Password Reset" or "VPN Access" for an IT team). Then, for each of those new request types, they can immediately use "Suggest Fields" to populate the forms.
This combo turns a manual, head-scratching process into a much quicker, guided experience. It cuts down on the time you'd normally spend figuring out what information you need to collect from scratch.
- Real-world example: An HR team is setting up their JSM project for the first time. They create a request type called "Update Employee Information." Atlassian Intelligence might suggest adding existing fields like "Employee Name" and "Employee ID," while also proposing new ones like "New Home Address" (as a text field) and "Reason for Update" (as a dropdown with options like 'Relocation' or 'Name Change'). This gets them 80% of the way there in just a few clicks.
Keeping your data consistent
By suggesting similar fields for related request types, the AI helps you maintain a standard way of collecting information. This might seem like a small thing, but it has a huge impact on your data quality down the road.
When your data is clean and consistent, it makes reporting a breeze, allows you to build more reliable automation rules, and generally helps your service desk run more smoothly. It’s like having a seasoned Jira admin looking over your shoulder, helping less-experienced users build forms that follow best practices.
Helping non-IT teams get started
Jira Service Management has grown way beyond IT. These days, you'll find it running service desks for HR, Legal, Facilities, and Marketing teams. For these non-technical folks, diving into Jira's custom field settings can feel a little intimidating.
Atlassian Intelligence Suggest Fields lowers that barrier. It empowers these teams to create solid request forms on their own, without needing to become experts in Jira administration. This autonomy helps organizations roll out JSM across more departments much faster.
JSM pricing: What it costs
Alright, let's talk about the cost, because this is where things get interesting. Atlassian Intelligence Suggest Fields, like most of Atlassian's AI toolkit, isn't included in every Jira Service Management plan. You can only access it on the Premium** and **Enterprise tiers.
JSM's pricing is per agent, per month, which can add up quickly as your support team grows. Here’s a quick look at the plans that include these AI features.
| Feature | Free ($0) | Standard ($20/agent/mo) | Premium ($51.42/agent/mo) | Enterprise (Contact Sales) |
|---|---|---|---|---|
| User Limit | 3 agents | 20,000 agents | 20,000 agents | 20,000 agents |
| Basic AI | No | Rovo Search & Chat (Limited) | Rovo Search & Chat (More credits) | Rovo Search & Chat (Most credits) |
| Suggest Request Types | No | No | Yes | Yes |
| Atlassian Intelligence Suggest Fields | No | No | Yes | Yes |
| Virtual Agent | No | No | Yes (1,000 conversations/mo) | Yes (1,000 conversations/mo) |
| Virtual Agent Overage | N/A | N/A | Consumption-based pricing applies | Consumption-based pricing applies |
The bottom line? To use this relatively simple form-building assistant, you need to commit to the Premium plan, which is over $50 per agent, every single month. On top of that, more advanced AI tools like the Virtual Agent have consumption-based pricing for any usage over the monthly limit. This can introduce unpredictable costs that are tough for teams to budget for.
The limitations of Atlassian Intelligence Suggest Fields
While it's a nice little helper for getting a new project off the ground, the feature has some major blind spots that prevent it from being a truly transformative AI tool for support teams.
A one-trick pony for setup only
The tool is a one-time assistant. It helps you build a form, and then its job is done. It doesn’t learn from the tickets that are submitted through that form over time.
It won't tell you if users are constantly getting confused by a certain field, if a field is almost never filled out, or if your agents always have to follow up to ask for a specific piece of information that's missing from the form. True intelligence involves learning and adapting, and this feature is stuck on day one. It doesn't help you optimize your forms based on real-world usage.
It can't read your most important information
This is probably the biggest limitation. According to Atlassian's own public issue tracker (JRACLOUD-95447), the AI cannot analyze or suggest anything based on the text within your custom fields. It can only suggest which fields to add to a form.
For any support team, the most valuable details, the error messages, the descriptions of the problem, the troubleshooting steps, are all locked away inside these custom text fields. If the AI can't read and understand that content, its usefulness is incredibly limited. It's like trying to understand a book by only looking at the chapter titles.
It lives in an Atlassian bubble
The AI's suggestions are based only on what it knows from your Jira and Confluence spaces. But where does your team really store its knowledge? It's probably scattered across Google Docs, Notion pages, recent Slack conversations, and other internal wikis.
Because the Atlassian AI can't access any of that, its recommendations are made without the full context of how your company actually works. It's making suggestions in a silo, missing the complete picture of your team's processes and knowledge.
Beyond Atlassian Intelligence Suggest Fields: Unify knowledge for real workflow intelligence
While Atlassian Intelligence Suggest Fields can give you a starting point, a genuinely smart system should do more than just help build a form. It should understand conversations, connect to all of your team's knowledge, and help automate entire workflows from start to finish.
This is where a tool like eesel AI offers a much more powerful and complete solution. It integrates with your existing help desk, including Jira Service Management, to bring intelligence to where your team is already working.
Learning from your actual work, not just setup
Instead of a one-time suggestion, eesel AI's AI Agent continuously learns from your team's past tickets. It reads everything, the custom fields, the attachments, the back-and-forth comments, to understand not just what people ask for, but how those issues actually get solved. It can even spot gaps in your knowledge base and automatically draft new help articles based on successful resolutions, so your team's expertise is never lost.
Breaking out of the Atlassian bubble
An AI is only as smart as the information it can access. eesel AI connects to all your company's knowledge sources with a single click. Whether your answers live in Confluence, Google Docs, Notion, or Slack, eesel AI can find them. This gives it a 360-degree view of your business, so it can provide answers and automate tasks based on your entire knowledge base, not just the fraction of it that lives in Atlassian's world.
Automating the whole workflow, with confidence
eesel AI tackles the limitations of the Atlassian tool by interacting with your workflows in a much more dynamic way. For example, it can read a product SKU from a custom field in a ticket, use that information to look up the order status in an external system like Shopify, and then post the status as a comment and resolve the ticket.
Best of all, you can see exactly how it will behave before you turn it on. A powerful simulation mode lets you test the AI on thousands of your past tickets, giving you total confidence in its performance. And with simple, predictable pricing based on interactions, not confusing per-agent fees or per-resolution costs, you'll never have to worry about surprise bills.
From suggesting fields to automating workflows
So, where does that leave us? Atlassian Intelligence Suggest Fields is a handy little utility if you're just getting started with Jira Service Management and you're already paying for a Premium or Enterprise plan. It can definitely speed up the initial chore of building out your request forms.
But its limits become obvious pretty quickly. It's a setup-only tool that can't read the most important content in your tickets and is completely walled off from the rest of your company's knowledge.
For teams that are serious about using AI to actually reduce their agents' workload, resolve tickets faster, and improve the customer experience, a more powerful, connected, and flexible solution like eesel AI is the way to go. It’s the difference between getting a little help with your setup and getting a true AI partner for your entire workflow.
Ready to see what a truly connected AI can do for your support team? Get started with eesel AI for free.
Frequently asked questions
Atlassian Intelligence Suggest Fields is primarily used to speed up the creation of request types and forms in Jira Service Management. It helps admins by suggesting relevant existing fields and proposing new custom fields based on the request type's name and description.
To use Atlassian Intelligence Suggest Fields, your Jira Service Management instance must be on the Premium or Enterprise pricing tiers. It is not available on the Free or Standard plans.
By suggesting similar fields for related request types, Atlassian Intelligence Suggest Fields helps maintain a consistent approach to data collection. This leads to better data quality, easier reporting, and more reliable automation rules across your service desk.
Unfortunately, a significant limitation is that Atlassian Intelligence Suggest Fields cannot analyze the text or content within your custom fields. It only suggests which fields to add, meaning it doesn't learn or adapt based on actual ticket data or user interactions.
Atlassian Intelligence Suggest Fields is a one-time setup tool. Once a form is created, its job is done, and it does not continuously learn or optimize the forms based on user submissions or agent feedback.
No, Atlassian Intelligence Suggest Fields operates within an Atlassian bubble. Its suggestions are based solely on information within your Jira and Confluence spaces, without accessing external knowledge sources.
