Slack Chat "I need help logging in to VPN"- Crystal; "Here's a link to the VPN access guide. Did that resolve your issue?" - Assist

AI-powered virtual agent

The Jira Service Management virtual agent with Atlassian Intelligence automates support interactions to free up agent time and help teams deliver exceptional service at scale.

Supercharge your service frontline by automating Tier 1 support issues

With a built-in AI engine that leverages powerful Natural Language Processing and generative AI, the Jira Service Management virtual agent delights agents and help-seekers alike with fast, conversational support.

Atlassian assist virtual agent helping a customer in Slack

Free up agent time to focus on the work that matters

Deflect repetitive requests and allow your team to focus on more important work. Create custom intents or tap into the power of your existing knowledge base to instantly automate Tier 1 support workflows. For complex issues that need a human touch, route tickets to the right team with pre-gathered context.

Delight help seekers with 24/7 self-service support

Meet your help seekers where they already work to deliver fast, always-on service. Employees can get personalized help at any time, without ever having to leave their favorite collaboration tools or wait for a human agent.

Delight help seekers with 24/7 self-service support
Setting automation flow for Atlassian Assist's virtual agent

Get started with AI quickly to deliver value fast

Easily set up the virtual agent, regardless of technical know-how – no coding, data science, or costly consultants required. Take advantage of out-of-the-box knowledge base answers and pre-built templates to begin supporting your employees instantly.

Virtual agent features

Intent templates

Streamline intent creation using templates based on common issues and your historical ticket data.

AI answers

Respond to requests using generative AI, powered by your knowledge base and Atlassian Intelligence.

Automated web requests

Cut down on escalated tickets by automating common actions like software access or password resets.


Capture powerful insights about your virtual agent’s effectiveness and identify ways to optimize your intents and knowledge base.

Low/no code flow builder

Get started in just a few clicks with a user-friendly interface and out-of-the-box templates.

Conversational interface

Deliver personalized, conversational support in a chat-like interface


What are intents?

Intents in Jira Service Management represent a specific question, request, or problem that the virtual agent might be able to resolve for a help seeker, for example, VPN troubleshooting or a software access request. When the virtual agent detects an intent in a customer’s message, it asks them to confirm that the intent detected is correct. Once confirmed, the virtual agent starts the conversation flow for that intent.

Admins can create intents manually for any issue, or can use suggested intent templates that come pre-built with basic settings based on historical issue data or common requests for a particular team type.

How do intents differ from Atlassian Intelligence answers?

In the virtual agent, there are two core ways to automate requests: intent flows and Atlassian Intelligence answers.

Intent flows, which can be created manually or by the virtual agent via ‘from your data’ intent templates, are great for requests that require information collection and triaging, guided troubleshooting, and/or an automated action via web request.

Atlassian Intelligence answers, or AI answers, uses generative AI to search across your linked knowledge base spaces and answer your customer questions without needing to create an intent. AI answers requires no setup – you can can begin automating responses to requests instantly requests instantly – and is ideal for customer questions that:

  • Can be resolved by providing information or instructions
  • Are covered in (or can be added to) your existing knowledge base articles
  • Don’t usually need to be escalated to a human agent

You can use one or both of these to automate requests with the virtual agent. When a customer sends a message, the virtual agent will always first try to match it to any existing intents. If no intents match, it’ll then try to answer the question using Atlassian Intelligence answers.

How do I set up Atlassian Intelligence answers for the virtual agent?

To use Atlassian Intelligence answers in the virtual agent, an admin must toggle on the AI answers feature in virtual agent settings.

On which plans is the virtual agent available?

The Jira Service Management virtual agent is available on all Cloud Premium and Enterprise plans. There are currently no plans to bring Atlassian Intelligence to Data Center. We will continue to investigate the opportunity and share plans if that changes.

On what channels is the virtual agent available?

The virtual agent is currently generally available on Slack, and coming soon to other surfaces including help center, portal, and Microsoft Teams. Keep an eye on our public Cloud roadmap for updates.

Where can I learn more about AI features in Jira Service Management?

You can learn more about our AI capabilities here, and be sure to check out our AI product guide for tips on how to set up and use our features.

Learn more about Jira Service Management

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Getting started with Jira Service Management virtual agent

Atlassian Team '23

High Velocity: Unveiling Innovations in AI-powered ITSM

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Product GUIDE

Artificial Intelligence in Jira Service Management

Start automating support interactions

Choose Jira Service Management to deliver exceptional service experiences and accelerate the flow of work.