Atlassian Intelligence in JSM: The AI that understands your tickets (and helps you with them!)

Atlassian Intelligence in JSM has arrived! Artificial Intelligence is no longer a distant future possibility. In Jira Service Management Cloud, Atlassian Intelligence is now a tangible reality that is helping teams become more agile, efficient, and—why not say it—a little happier 🧠✨

If you manage incidents, alerts, or simply need to have everything more under control, these functionalities of Atlassian Intelligence will interest you. Today, we’ll tell you straightforwardly how it can help you in your day-to-day with real examples that will surely resonate with you.

Triage Issues – Intelligent Classification to the Rescue

What is it for?

When you receive dozens (or hundreds) of tickets a day, classifying them correctly is a task as important as it is tedious. Atlassian Intelligence analyzes the content of the ticket and automatically proposes the request type, priority, and category, so the right team can attend to it from the first minute.

Practical Case

A user reports: “I can’t access the payroll system since this morning.” AI classifies it as “High Priority > HR System Incident” without human intervention.

Value for Business

Accelerates resolution from the first second and reduces routing errors.

Create Post-Incident Reviews – PIRs, Prêt-à-Porter

What is it for?

After each critical incident, it’s time to do a post-mortem analysis. What happened? What decisions were made? What has been learned? Now you can automatically generate a draft of the Post-Incident Review (PIR), including timelines, causes, and actions taken.

Practical Example

After a 3-hour production outage, the team generates an automatic PIR that already includes the timeline, the teams involved, and the most relevant comments.

Value for Business

Saves time, ensures consistency, and improves organizational learning.

Group Related Alerts – Don’t Panic: This is All the Same Thing

What is it for?

Do those duplicate or related alerts that arrive in cascade due to a single root cause sound familiar? Atlassian Intelligence detects patterns and groups related alerts, allowing you to act more efficiently and without noise.

Practical Example

Three microservices fail due to the same error in the database. Instead of three different alerts, you have a single grouped one with all the details.

Value for Business

Fewer alerts = less stress + more focus.

Find Related Resources – Context Without Picking Up the Phone

What is it for?

Don’t you know if this problem has already happened before? Who solved it? Is there documentation? Atlassian Intelligence suggests similar incidents, Confluence articles, and related tickets so you can resolve sooner… and better.

Practical Example

When reviewing a ticket about authentication problems, Atlassian Intelligence suggests an internal article with the solution guide and a similar incident from last month.

Value for Business

Collective knowledge is leveraged and duplications are avoided.

Summarize Issues – I’ll Summarize What Happened… and What Matters

What is it for?

Tired of reading endless threads in a ticket to catch up? Atlassian Intelligence generates a clear summary of what has happened, ideal for escalating or resuming an ongoing incident.

Practical Example

An incident has 10 comments, several attachments, and status changes. AI summarizes:

“The user could not access, two solutions were tested, now an SSO failure is suspected. Escalated to IT Security.”

Value for Business

Saves time and avoids misunderstandings in knowledge transfer.

Show Customer Sentiment – Because a Ticket Is Not the Same as an Angry Customer

What is it for?

Beyond the textual content, Atlassian Intelligence analyzes the emotional tone of the tickets to indicate the user’s level of satisfaction or frustration.

Practical Example

Two tickets with similar text, but one of them includes “Same thing again!” and “I’m tired of this happening.” AI marks it with an angry emoji and an urgent attention alert.

Value for Business

Improves customer experience by prioritizing according to emotional impact, not just technical impact.

To sum up: Artificial Intelligence at the Service of Shift Left

Everything we’ve seen—from automatic ticket classification to alert grouping and customer sentiment detection—is not just a technical improvement, but a strategic approach to the Shift Left approach promoted by ITIL v4.

What is Shift Left?

Shift Left means bringing resolution closer to the initial point of contact, reducing reliance on higher levels of support. In short: resolve sooner, resolve better, and with less effort from the most specialized teams.

How does Atlassian Intelligence help Shift Left?

• Classifying well from the first minute avoids unnecessary detours.
• Contextual suggestions allow first-level agents to solve what they previously escalated.
• Summarize Issues and automatic Post-Incident Reviews reduce the learning curve and increase autonomy.
• Sentiment analysis allows prioritizing not only by technical urgency but also by customer impact.
• Grouping alerts reduces noise and focuses efforts where they are really needed.

Result

More effective support teams, increased customer satisfaction, and an organization more aligned with ITSM best practices.

Can we help you apply Shift Left with the power of Atlassian Intelligence? At TecnoFor, we are ready to accompany you.

✉️ Do you want a practical demo for your team? Would you like us to analyze how to apply these functionalities in your service desk? Contact us or leave us a comment. We’ll be happy to help!