AI is really changing how teams get things done, especially in project management and support. Tools like Jira, a big name in tracking projects and sorting out issues, are adding AI features to help teams work faster and smarter. Basically, it’s about cutting down on the tedious stuff so you can actually focus on the important work.
In this post, we’re going to walk through the AI features you can find built right into Jira products. We’ll dive into what they do, how they can help your team, and where they might fall short. While Jira’s built-in AI is pretty solid, you might find that other tools can take things even further, especially for what your team specifically needs.
What is Atlassian intelligence in Jira?
Atlassian Intelligence (AI) is the main system that brings artificial intelligence across all of Atlassian’s tools, including Jira. It’s designed to work with your team’s unique context – think of it like using all the data from your projects and workflows, which Atlassian calls the “Teamwork graph.”
This intelligence uses a mix of Atlassian’s own AI tech and external large language models (LLMs) like OpenAI to help you speed up work, get things done, and uncover insights right within the tools you use every day. You’ll start seeing the Atlassian Intelligence icon pop up in different spots inside Jira as you work.
Key benefits of using AI capabilities in Jira
So, why even bother with AI in your Jira setup? It really comes down to making your work life easier and more effective.
Here are some key ways AI in Jira can help:
- Work smarter, not harder: AI can handle routine tasks for you, freeing up your time for more complex, strategic thinking.
- Solve issues faster: Features like AI-powered summaries help you quickly grasp the core of a problem or discussion, speeding up how fast you can respond.
- Streamline your workflows: Smart suggestions can help you route tickets correctly or suggest automation rules, making your processes smoother.
- Improve team communication: AI can help clarify messages and give instant context, cutting down on endless back-and-forth.
- Get better insights: AI can look at trends in your data, like common types of tickets or gaps in your knowledge base, helping you make smarter choices.
Specific Jira AI features and how they work
Let’s take a look at some of the main AI features you might run into in Jira and see how they actually work.
Generative AI in the editor toolbar
This feature is super helpful for working with text directly within your Jira issues and comments.
It helps you write, rewrite, summarize, or change the tone of your content. You can get to it by clicking the AI icon in the editor toolbar or just typing /ai. It’s really handy for turning brief notes into detailed user stories, adding more background to task descriptions, or getting a quick summary of a long comment thread. For example, you could quickly draft a detailed bug report description based on just a few bullet points you jotted down earlier.
Natural language to JQL
Jira Query Language (JQL) is powerful, but let’s be honest, it can be a bit tricky if you’re not used to the syntax. This AI feature makes things simpler.
It lets you search for issues using plain English instead of having to build complicated JQL queries by hand. Just type your question into the issue navigator search bar, and the AI translates it into the right JQL for you. Need to find “all unresolved high-priority bugs assigned to me due this week”? Just ask, and the AI should give you the JQL you need. That said, some users have mentioned that the JQL feature can sometimes struggle even with simpler requests, finding it “absolute terrible every time” and messing up “the simplest of questions”.
AI-powered summaries
Ever open a Jira issue and see a comment thread that goes on forever? AI summaries are here to rescue you.
This feature takes long issue descriptions or comment threads and condenses them into quick, easy-to-read summaries. It can even summarize content from linked Smart Links, like Confluence pages or Google Docs. You’ll usually find the “Summarize” button in the Activity section of an issue. It’s a fantastic way to get new team members up to speed quickly, hand off tickets smoothly, or just save time reading through every single comment to find the key points or decisions made.
AI work breakdown
Planning out big projects can feel overwhelming. AI work breakdown aims to make it less so.
This feature helps you take large tasks, often called Epics, and break them down into smaller, more manageable issues or sub-tasks. The AI can suggest potential steps or sub-tasks based on the Epic’s description. For instance, if you have an Epic titled “Implement User Login Feature,” the AI might suggest breaking it down into tasks like “Design UI,” “Develop Backend API,” “Write Unit Tests,” and “Deploy to Staging.”
Jira Service Management (JSM) specific AI
AI is especially useful for teams using Jira Service Management (JSM) to handle customer support and IT requests. If you’re using JSM, you might want to check out the eesel AI Jira Service Management integration for even more capabilities.
Here are some AI features you’ll find specifically in JSM:
- Virtual service agent: This feature automates the first interactions with customers, often working with chat platforms like Slack or Teams.
- It can use AI Answers to search your knowledge base (like Confluence or JSM’s own KB) and give direct answers to customer questions.
- It can also use Intents to guide users through specific processes, like starting a password reset request.
- Similar requests panel: When an agent is looking at an issue, this panel suggests similar past issues or incidents. This helps them find solutions faster by seeing how previous, similar problems were solved.
- Predictive agent assignment: This feature suggests which agent might be the best fit to work on an issue based on who has handled similar work or has the right expertise in the past.
These JSM features are designed to handle simple questions automatically and give agents the context and suggestions they need to solve more complex issues efficiently.
Here’s a quick look at some of the core Jira AI features:
| Jira AI Feature | Primary Benefit | Where it’s Used |
|---|---|---|
| Generative AI in Editor | Draft/refine text quickly | Issue descriptions, comments |
| Natural Language to JQL | Easier searching for everyone | Issue Navigator search |
| AI-Powered Summaries | Quickly understand long discussions or docs | Issue Activity section, Smart Links |
| AI Work Breakdown | Structure large tasks into smaller steps | Epic view |
| Virtual Service Agent | Automate initial support (JSM) | Chat platforms (Slack, Teams), Help Center |
| Similar Requests Panel | Find past solutions faster (JSM) | JSM Issue View |
| Predictive Agent Assignment | Get issues to the right person quickly (JSM) | JSM Issue View |
Limitations and things to think about with native Jira AI
While Jira’s built-in AI features offer a lot of cool possibilities, it’s good to know their current limits and what users are saying.
Here are some limitations and things to consider with native Jira AI:
- Too simple for complex tasks: Automation and scripting features can feel basic and may not support advanced workflows or deep configuration changes.
- Heavily reliant on your data: AI accuracy depends on how complete and well-organized your knowledge base is.
- Limited customization: You can tweak tone, but you won’t get full control over phrasing, workflows, or brand voice.
- No real testing environment: AI features are hard to preview before going live, which can lead to trial-and-error in production.
- Higher-tier pricing: More advanced AI (like Intelligent Triage) is often gated behind Premium or Enterprise plans, which can get pricey.
- Shallow external integrations: Deep actions like pulling specific customer data or performing API tasks often require workarounds or third-party tools.
Pro Tip: Before fully relying on native Jira AI for critical workflows, take a good look at what your team specifically needs and how complex your processes are. Sometimes, using a mix of tools is the best way to get the level of automation and customization you want.
How third-party AI enhances Jira workflows
While Jira’s native AI features are a great starting point, they’re not built for every use case, especially when it comes to automating real actions, training AI on past support tickets, or customizing behavior for different teams.
eesel AI is built specifically for support and service teams that need more from their automation. Instead of just generating text or tagging issues, it connects directly with Jira Service Management to help you resolve requests faster, reduce manual workloads, and train AI on the sources that actually reflect how your team works.
Here’s what makes eesel AI a strong companion to Jira:
- Custom AI agents for Jira Service Management: You can set up agents that answer customer questions, route requests, and take real actions like triggering workflows or pulling data from internal systems.
- Train on real Jira ticket history: Unlike native Jira AI, which depends heavily on Confluence or the Teamwork Graph, eesel AI lets you train using past tickets, conversations, or internal docs—so replies and suggestions are more accurate and useful.
- No-code setup with deep actions: Set up multi-step automations that pull from APIs, databases, or CRMs, no scripting or engineering help required.
- Interaction-based pricing: Instead of paying for every agent seat, eesel offers a pay-per-use model that scales as your support volume grows.
- Multiple bots, one platform: Create specialized bots for onboarding, refunds, escalations, or product-specific support, all connected to Jira workflows.
Let’s say your team handles dozens of password reset requests a day. With eesel AI, you can build a virtual agent that automatically responds, checks the user’s details against your internal tools, and even completes the reset without involving a human agent.
Or imagine a bot that helps your internal IT team by summarizing Jira issues, suggesting solutions based on similar past tickets, and escalating only the trickiest problems. You can set that up quickly with eesel and connect it straight to your JSM queue.
eesel AI gives you more control, more flexibility, and more efficiency while still working seamlessly with the Jira setup your team already relies on.
So, what’s your choice?
AI brings a lot of good stuff to Jira users, from speeding up simple tasks to helping manage complex service requests. But choosing the right AI solution really depends on your team’s specific problems, how complicated your workflows are, and your budget.
Native Jira AI is a solid place to start, offering valuable features right away. However, if you need more in-depth automation, more flexible ways to train the AI (like training on past tickets!), or clear, predictable pricing, looking into third-party AI solutions that connect with Jira might be a smarter move.
Finding the right AI fit for your Jira
Jira offers some valuable built-in AI features through Atlassian Intelligence that can definitely help you get more done and make certain workflows smoother. Features like generative text, JQL translation, and summaries are great starting points for using AI in your daily work.
However, it’s important to understand what they can currently do and where they have limits. For teams that need deeper automation, more flexible sources for training data, the ability to perform custom actions using API calls, or a more transparent pricing model, exploring third-party AI solutions that connect seamlessly with Jira is a smart next step.
If you’re looking for an AI solution that lets you customize training on lots of different sources (including past tickets!), supports advanced automation actions, and gives you clear, interaction-based pricing that grows with you without per-agent fees, eesel AI is worth checking out. It’s designed to improve your existing Jira Service Management workflows and help you accomplish more with less effort.
Want to see how eesel AI can make a difference for your Jira Service Management?
- Learn more about eesel AI.
- See the eesel AI Jira integration.
- Start a free trial (no credit card needed!).
- Book a demo.
