Atlassian Leverages AI to Power New Customer Service Management App
Atlassian has introduced a new customer service app built on a foundation of artificial intelligence, signaling its continued expansion beyond software development tools. This latest release, Jira Service Management for Customer Service, extends the company’s existing IT service management platform and is tailored to support a wider range of teams, especially those in customer-facing roles.
The move comes as companies increasingly seek AI-driven solutions to streamline customer support workflows, cut costs, and reduce reliance on traditional contact centers. Atlassian’s product aims to provide organizations with a self-service portal that allows internal teams such as HR, finance, and legal—alongside external customer support teams—to handle service requests and inquiries more efficiently.
According to Atlassian, the new platform enables teams to consolidate their service delivery operations into a unified system while leveraging generative AI to enhance knowledge base management and automate routine tasks. The AI features include automated summaries of support tickets, suggested replies, and content generation for help articles, all powered by Atlassian Intelligence, the company’s generative AI engine first introduced in 2023.
Cameron Deatsch, Atlassian’s chief revenue officer, said in a statement that the company is “doubling down on customer service” by offering a product tailored to both technical and non-technical users. “We believe service management shouldn’t be limited to IT teams,” Deatsch added. “Our goal is to provide a modern platform that breaks down silos and brings service capabilities to every corner of the organization.”
The company emphasized that the platform is not designed to compete directly with large-scale customer relationship management (CRM) systems or contact center providers such as Salesforce or Zendesk. Instead, Atlassian is positioning the product as a lightweight, flexible alternative that can serve customer support teams that do not require the robust marketing, sales, and analytics tools typically found in enterprise CRM platforms.
By targeting smaller teams and internal service departments, Atlassian hopes to fill a gap in the market where more complex CRM systems may be too expensive or unwieldy. The strategy also aligns with Atlassian’s broader vision of extending the Jira brand into more business units, a trend the company has followed in recent years through the introduction of products like Jira Work Management.
Industry analysts view the move as a logical step for Atlassian, given the growing demand for tools that streamline service management and leverage AI to improve efficiency. “Organizations want to consolidate their software stacks while still getting powerful functionality,” said Brent Leary, co-founder of CRM Essentials. “Atlassian is making a smart play by offering an AI-powered platform that’s extensible and developer-friendly.”
The platform includes features that allow teams to track service-level agreements (SLAs), assign and manage tickets, and build knowledge bases that automatically suggest relevant articles to users. One of its central components is a self-service portal that guides customers or internal employees through common requests, such as updating account information or submitting HR documents. AI plays a significant role by helping teams generate, organize, and maintain the help content required to support these functions.
Unlike traditional contact center systems, Jira Service Management for Customer Service does not include omnichannel support for phone, chat, or social media integrations out of the box. However, it does support third-party integrations and offers APIs that allow teams to extend its capabilities. Atlassian believes this modularity will appeal to its core user base—software developers and technical teams—who often prefer tools they can customize.
The company is also promoting the product’s affordability, citing a starting price of $10 per agent per month. This pricing model may make it attractive for smaller companies or those looking to test AI-powered customer service tools without committing to higher enterprise costs.
While Atlassian has traditionally focused on tools for software development and IT operations, this new offering signals a growing ambition to compete in broader workplace software categories. The expansion into customer service is part of a larger trend as enterprise software companies race to embed AI into their platforms and address rising expectations around automation and self-service.
Jira Service Management for Customer Service is currently available to customers and integrates with other Atlassian products, including Confluence and Trello. The company said it plans to continue refining the product and expanding its AI capabilities based on user feedback.
As the enterprise software market continues to evolve, Atlassian’s AI-powered approach to service management could position it as a key player in a segment that is rapidly shifting toward automation, efficiency, and cross-functional integration.
