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Artificial intelligence (AI) is no longer just a buzzword—it’s changing how we manage tasks, collaborate, and deliver results. If your teams use Atlassian tools like Jira and Confluence, you’ve likely noticed some new smart features popping up.
This article explains what’s happening, what it means for your business, and how leaders can take advantage of the changes.
In the age of digital transformation, support teams are under constant pressure to deliver faster, more accurate, and more human-like service — all while reducing costs. That's where AI agents in Jira Service Management (JSM) come in.
By Maria Petrova, Automation Specialist, 2018
When you’re tasked with tracking and managing data on thousands of hardware installations across hundreds of fuel stations — spanning multiple countries, vendors, and equipment generations — the first instinct is to search for a dedicated asset management system. In our case, we tried, but nothing quite fit: too expensive, too rigid, or simply not “close enough” to our real business process.
By Alex Ivanov, Application Support Engineer, 2007
Working in first-line support for program-trading platforms in a corporate bank is both a privilege and a stress test for any engineer. Our clients — corporate traders using custom-built order management systems — expect speed, clarity, and no-nonsense solutions. When I joined the team, support was handled mainly via shared inboxes, spreadsheets, and the occasional hallway shout. As ticket volumes and system complexity grew, it became clear: we needed real incident management.