About Jira Service Desk

Jira Service Management (formerly Jira Service Desk) is Atlassian's IT service management (ITSM) platform built on the Jira engine. It provides a customer-facing portal for submitting requests, agent queues with SLA tracking, ITIL-aligned incident and change management, and automation rules. Higher tiers add a CMDB (asset and configuration management), Opsgenie on-call scheduling, and AI-powered features. Atlassian ended new Data Center sales in March 2026, making cloud the primary deployment.

AI Agent Use Cases

- Customer self-service portal and request management

- SLA tracking and escalation policies

- ITIL-aligned incident, problem, and change management workflows

- Asset and configuration management database (CMDB) on Premium/Enterprise

- On-call scheduling via Opsgenie integration

- Automation rules for ticket routing and notifications

Available Actions

These are the specific actions that AI agents can perform with this tool

Create Comment on Request

4 inputs

Adds a new comment to a specified customer request in Jira Service Desk.

Inputs

cloudId

Select a site, or provide a custom ID.

requestId

Select a request, or provide a custom ID.

body

The content of the comment

isPublic

Whether the comment is public or not

Create Request

5 inputs

Creates a new customer request in Jira Service Desk to initiate support or service tasks

Inputs

cloudId

Select a site, or provide a custom ID.

serviceDeskId

Select a service desk, or provide a custom ID.

requestTypeId

Select a request type, or provide a custom ID.

requestParticipants

Not available to users who only have the Service Desk Customer permission or if the feature is turned off for customers..

raiseOnBehalfOf

Not available to users who only have the Service Desk Customer permission.