The modern IT landscape demands agility and responsiveness. Traditional ITSM tools, while valuable, may struggle to keep up with evolving user needs and complex environments. This is where artificial intelligence (AI) emerges as a transformative force that will most likely revolutionize the way we manage our IT services.

Imagine helpdesk teams equipped with the ability to instantly understand user requests (no matter how poorly they're worded). Picture solutions offered before issues escalate, minimizing downtime and frustration. Consider an ITSM tool that continuously learns, adapts, and becomes more effective with each interaction. This is the tangible potential of AI in ITSM, and it's no longer a distant vision.

In this blog post, I will explore the power of AI in ITSM tools, with a focus on Atlassian Intelligence.

What is Atlassian Intelligence?

Atlassian Intelligence is an AI-powered virtual assistant within your Atlassian Cloud tools (Premium and Enterprise), helping teams collaborate and work efficiently. It generates content, summarizes information, assists with searches, and suggests solutions.

Launched in December 2023, it analyzes your team's data to provide relevant support across various Atlassian products (Confluence, Jira Service Management, Jira Work Management, and more).

Here are six real-life examples of how it can transform your team's workflow:

1. AI-powered request triage

You can easily describe a user's issue in natural language, and Atlassian Intelligence suggests the most relevant request type so that tickets reach the right team instantly. This not only saves time but also improves customer satisfaction with faster resolutions.

In the screenshot below, a user has a problem connecting to Wi-Fi.  The agent types this into the request screen in the description, marks the text, and clicks on the AI button:.

AI suggests the following:


You can then inform the user and continue the conversation with AI until you get a solution.

2. Knowledge base on autopilot

Maintaining an accurate and up-to-date knowledge base is crucial, but it's often time-consuming. When an agent resolves a ticket, you can get Atlassian Intelligence to analyze the conversation and suggest relevant parts to repurpose into knowledge base articles. This not only saves time for agents but also ensures your knowledge base is constantly enriched with solutions. What you need to know is how to write good prompts with AI.

For example, if an agent were to resolve a password reset issue and close the ticket, AI would analyze the conversation and suggest creating a new knowledge base article titled "How to reset your password."

3. Effortless ticket summarization

A ticket summary is an AI feature that automatically generates concise summaries of complex tickets, highlighting key details and action items. This allows agents to get up to speed quickly and resolve issues.

A ticket titled "We need to comply with the DORA regulation" has a lengthy description, so AI would generate a summary that gets the agent up to speed fast, allowing them to dispatch the issue to the right person.


Mark the text, click the AI button, and choose “Summarize writing.”

Atlassian Intelligence

Now you have a nice, easy-to-read summary that you can insert below the description:

Atlassian Intelligence 1

4. AI-powered customer empathy

Delivering empathetic support is essential, but crafting personalized responses can be time-consuming. This is where the AI tone adjustment comes into play. This feature analyzes your responses and suggests adjustments to ensure they convey the right tone, whether it's empathetic for frustrated users or informative for knowledge-seekers.

In the example below, an agent drafts a response to a user's urgent request and wants the response to sound empathetic.

Atlassian Intelligence screenshot 2

AI suggests updates to the text that you can replace the answer with:

Atlassian Intelligence empathy

5. Natural language search for faster resolutions

The search feature allows agents to look for related issues and answers using natural language. Imagine typing, "Find similar network access issues resolved last week" or "Search the knowledge base for solutions to error code XYZ." This allows agents to find relevant information quickly, speeding up resolution times.

6. Virtual agent—your tireless teammate

The virtual assistant in Atlassian Intelligence serves as another member of your ITSM team. You will have a 24/7 support agent who can answer common questions, deflect tickets, and resolve simple issues.

The virtual agent uses natural language processing to understand user inquiries and provide helpful responses, reducing the burden on your human agents and improving first-contact resolution rates.

If a user wants to know how to reset their password, for example, the virtual agent will guide them through the process without needing human intervention.

The screenshot shows how this is set up behind the scenes.

Gloomhaven IT

Using virtual agents, ITSM teams can avoid repetitive tasks and focus on complex issues, identify trends, and proactively prevent problems.

AI unlocks hidden insights from your data, empowering you to make data-driven decisions and optimize your entire service desk operation. Embrace the future of service management and allow your ITSM team to keep up with the fast pace we're living in.

Published: Feb 23, 2024