Cloud Roadmap

Service desk agents can assign a ticket directly to an available Rovo agent from the Agents dropdown in the work item view, routing work to agents and saving time in ticket resolution.

In partnership with Lansweeper, automated discovery will populate configuration items from on-prem estates and their dependencies in Assets across AWS, Azure, and Active Directory, so teams can maintain an accurate CMDB without scripting or manual updates.

HR, Legal, and any team that investigates or manages sensitive cases can now manage cases centrally, including adding case notes to capture records as the investigation progresses, and keeping restricted work separate from standard requests.

Teams will be able to track SSL/TLS certificates as a managed asset type, including ownership, expiry dates, and the services each certificate supports, to renew them before they cause an outage.

Create custom metrics that evolve with your operation. Join data across incidents, requests, and Assets, reuse metrics across dashboards, and define KPIs that match your processes instead of being limited to predefined metrics.

Get started faster with out-of-the-box operations report templates and customize them to track the metrics that matter to your team. Get meaningful service performance insights without the manual setup.

Generate survey insights with Rovo to surface trends, themes, and recommendations from survey responses to improve employee experiences across key service and employee lifecycle events.

Holiday-aware on-call scheduling helps teams maintain reliable coverage when holidays, PTO, or out-of-office events overlap with on-call shifts. By connecting with calendar tools, customers can surface conflicts early so teams can avoid missed coverage, unnecessary pages, and last-minute manual overrides.

Administrators will be able to link Confluence page tree, individual pages, folders and subfolders to a knowledge base, in addition to the existing ability to link folders from third-party sources.

Service desk admins can create Rovo agents in a single click from templates covering common IT service desk use cases, then customize them in Studio - agentifying repetitive processes without building each agent from scratch. To start, we will be rolling out three agent templates that customers can use:

1. Escalation Handoff Notes 2. Request Type Enricher 3. Reopened Ticket Checker

Look for additional templates in the future.

Service-based routing uses AI-assisted classification and configured service and team mappings to route each ticket to the right team. By reducing manual triage and reassignment, it helps enterprise service teams get work to the right person faster, and improve time to first response.

Admins can see how Rovo is actually being used across their organization. A usage trend dashboard reports user-level Rovo engagement over time, so enterprise admins can track adoption, identify which teams are getting value, and justify continued investment in Rovo seats.

Evaluate and configure CSM with zero risk to your customers or your production environment. IT, support leadership and ops will be able to explore CSM's full capabilities — from AI agent setup to support workflows — in a dedicated sandbox before going live.

Jira Product Discovery will be available on the Enterprise plan, bringing enterprise-grade administration, security, and scale controls to product discovery teams.

Give customers a faster answer every time they call. Support teams will be able to add built-in voice as a fully integrated channel — with AI autonomously handling incoming calls from start to finish, and escalating to a human agent as a ticket with full context when needed

Jira suggests field values as you create work items, using AI to recommend the most relevant option from existing field data. This cuts manual data entry and improves the consistency of field values across large Jira sites.

Meet customers on the channel they already use. Receive, manage, and respond to WhatsApp conversations directly in Customer Service Management — with your AI agent on hand to answer instantly and resolve requests around the clock.

Performance Insights provides admins visibility into end-user performance for Jira and Confluence. Admins can monitor load times, investigate slow experiences, and take action to optimize their environments.

Meet customers where they already are and let them get help on their own schedule. Support teams will be able to add SMS as a fully integrated channel, so customers can start and continue conversations over text with AI ready to respond and every message flowing into the same queue the team already works from.

Automatically scan new attachments uploaded to Jira and Confluence for sensitive data. When sensitive content is detected, admins are alerted and can remediate, including deleting attachments, with the ability to restore. Available with Atlassian Guard Premium.

Jira's work item view has been rebuilt with a modernised layout that makes it faster to scan, understand, and act on a work item. Key details, fields, and activity are organised more clearly, reducing the effort needed to find context and keep work moving.

Rovo will be certified against ISO 42001 requirements, helping customers meet audit and compliance requirements.

Atlassian will make our IRAP Protected Assessment Report for Rovo available.

IRAP is an Australian Government security assessment framework that evaluates cloud systems against government cybersecurity standards.

Admins define the information their organization needs to protect, such as PII, financial data, or credentials, and Guard automatically detects and responds when that information appears in Jira or Confluence. Available with Guard Premium.

Every customer gets the best your team has to offer regardless of who picks up the ticket. Support agents and team leads will have AI surfacing suggested replies, summaries, and next steps right in the agent view, so they can focus on the customer with confidence.

Organizations in the healthcare industry will be able to deliver AI-powered customer support without compromising on compliance — with the assurance that protected health information stays secure and compliant throughout every customer interaction.

Just like global custom fields, admins can now define a status once and every team can reuse it, keeping names and categories consistent across all your spaces. Less duplication, better reporting, and JQL that actually works. Teams still have the flexibility they need.

Set default data residency locations for your organization to ensure sites and apps are automatically provisioned and pinned to your preferred location. Apps are moved in bulk with minimal downtime, eliminating the need for manual, app-by-app configuration.

Data residency for CSM gives IT, legal, and compliance teams control over which region their customer data is stored, making it easier to meet local data sovereignty laws and organizational requirements wherever they operate.

Ensure every support interaction feels cohesive and branded. Support teams will be able to configure custom inbound and outbound email addresses, keeping the experience consistent and trusted across every customer touchpoint.

Customers get real resolutions — not just answers from the Customer Support AI Agent. Support teams and support operations will be able to extend their AI agent with MCP, connecting trusted tools and custom actions so the agent can take real action end to end.

Add your CSM AI agent to your support email channel so it can respond to incoming email requests using the same knowledge and guidance configured for your AI agent. Customers receive fast, accurate responses to common requests, while more complex issues are seamlessly handed off to your support team.

Request and track formal approvals directly on Confluence pages, keeping sign-off alongside the content it applies to.

Share selected Confluence content across your organization through managed access links without opening the entire space.

Expand automatic detection of confidential data types by adding more industry-standard and region-specific detections for US, UK, and Australia. Enhanced out-of-the-box detections broaden content scanning coverage in Jira and Confluence. Available in Atlassian Guard Premium.

Support customers in their preferred language. Customer experience leaders managing global teams will be able to serve customers in their preferred language, with AI agents and the support experience adapting automatically so more people can self-serve without friction.

We’re making content creation more intuitive and expressive across Confluence and Jira — from richer colors and text options to smarter tables, code blocks, layouts, and panels, plus collapsible headings, a floating table of contents, and a redesigned slash command.

Comply with regional regulations by storing Bitbucket Cloud repository code, metadata, and supported platform data in Atlassian's Europe-based data centers. Available to new workspaces when provisioning from an Enterprise Atlassian Organization, or workspaces on a Bitbucket Premium plan, to choose the region for their Bitbucket data hosting.

Enable users and teams to proactively capture, score, and track focus area risks in one system of record so leaders can protect strategic plans, course‑correct earlier, and increase confidence in delivery.

Atlassian cloud apps will undergo independent assessment against ISO 27017 to validate our cloud security controls and support customers’ cloud security compliance needs.

Strategic intelligence is a new command center in Focus that brings business health and the cost of delivery in a single place, personalized for every leader. Rovo continuously surfaces what’s changed across your work, goals, talent, plans and investments, so you can see what’s performing, what’s at risk, and what to fund next. No more stitching slides and spreadsheets to keep your strategy moving.

Admin configurable boundaries for managing data visibility within an organization.

Atlassian cloud apps will be independently assessed against the Spanish Esquema Nacional de Seguridad (ENS) requirements, helping Spanish public sector organizations meet their compliance obligations.

Workforce skills allow you to track skills across your teams and organization, to effectively scale for the future. Know if you have the right team to deliver on your most important priorities in minutes. Spot and address organizational skill gaps quickly, to efficiently scale training.

Detect and block sensitive data in Rovo Chat in real time, enabling users to prompt Rovo safely without risking data exposure or policy violations.

Automatically detect and block sensitive third-party data before it enters AI systems, so your data stays where it belongs and AI adoption doesn’t come with hidden risk.

Slides is an AI-native way to present knowledge in Confluence. It draws on the knowledge you have in Confluence and the Teamwork Graph (TWG) to create rich visual presentations in seconds.

Manage cross-team dependencies with asks, new functionality that allows teams to negotiate scope, commit to dates, and track every type of dependency from inception to delivery.

Structured proposal and decision flow for strategic trade-offs, with rationale, context, and audit trail.

Remix with Rovo allows you to reshape your existing Confluence content into visuals like charts, diagrams, infographics, timelines, geographical maps, and more.