Supercharge Your Service Desk With 10 New AI-Powered Features in Jira

If 2024 was the year of AI hype, then 2025 is poised to be the year where AI finds real-world applications, especially in service management.

According to a report, an impressive 88% of organizations already use AI for service management, with 89% planning to scale up their investment over the next year⁽ⁱ⁾.

Atlassian is capitalizing on the rise of agentic AI with ten new AI-driven features in Jira Service Management, designed to enhance efficiency and transform the way teams handle incidents.

In this blog post, we’ll explore the new and next AI-powered features of Jira Service Management and how they are set to redefine efficiency and elevate your service operations in 2025 and beyond.

Top 10 New AI-Powered Features in Jira Service Management

IT Operations teams are increasingly turning to AI to enhance service resilience and improve responsiveness to change.

In Jira, AI plays a proactive role by grouping alerts and providing insights such as change risks, past incident history, suggested responders, and priority levels. This information is seamlessly integrated into the existing incident management workflow and shared through connected tools like Slack and Microsoft Teams.

The standout feature, however, is the Rovo Agents – dynamic, intelligent assistants designed to take action.

Moreover, Atlassian has introduced these features with a strong focus on agentic AI, aimed at enhancing existing capabilities and improving user experience.

Let’s take a look at them:

1. Enhanced IT Operations Intelligence

When incidents occur, AI immediately retrieves historical data, evaluates change risks, and prioritizes incident levels, helping your IT teams make data-driven decisions. By recommending the best response teams, it ensures faster and more efficient incident resolution, minimizing downtime and service interruptions.

2. AI Agents to Boost Productivity

AI agents now handle routine tasks like identifying root causes and compiling Post-Incident Reviews. These intelligent agents automate repetitive work, enabling your team to focus on higher-value activities and strategic initiatives that drive business outcomes, instead of getting stuck in operational tasks.

3. Employee Support, Anytime, Anywhere

Whether employees are using Slack, Teams, email, web widgets, or the Help Center, virtual service agents are available around the clock. This ensures your workforce gets the support they need, regardless of location or platform, driving productivity and enhancing overall employee experience.

4. Multilingual Support for Global Teams

The virtual service agent now supports all major languages, making it easier for global enterprises to provide consistent, high-quality support. Employees from different regions can communicate in their native language, ensuring seamless assistance and improved satisfaction.

5. AI-Driven Request Summaries

With AI-generated summaries, employee requests are automatically distilled into key insights, with recommended next steps and action buttons for quick resolutions. This eliminates unnecessary back-and-forth, speeding up response times and improving service efficiency for your business.

6. AI-Powered Help Desk Analytics

The AI-powered dashboard provides real-time performance analytics, highlighting areas for improvement and revealing knowledge gaps. It even recommends new knowledge articles, ensuring your service desk continuously evolves to meet growing business needs and enhance customer support operations.

7. Streamlined HR Workflows with AI

AI simplifies complex HR tasks such as onboarding and offboarding, using automated request templates to accelerate service desk setup. HR teams can improve service efficiency, reduce administrative overhead, and deliver faster support to employees, directly impacting business agility.

8. Seamless HR and IT Integrations

Integrate Jira Service Management with HR platforms like Workday and Okta to streamline cross-departmental workflows. This seamless integration improves operational efficiency, reduces manual effort, and ensures smoother employee support across HR and IT services.

9. Simplified, Secure Access Control

Handling sensitive HR data is easier with enhanced access control mechanisms. This ensures that only authorized individuals access confidential information while maintaining ease of use for employees. Simplifying compliance while securing critical data helps businesses meet regulatory requirements without sacrificing agility.

10. Revamped HR Help Center for Improved Engagement

The redesigned HR Help Center offers an intuitive and user-friendly experience, helping employees quickly find resources. With faster access to information, your teams stay productive, and HR processes become more efficient, contributing to a stronger employee experience and better business outcomes.

Conclusion

Atlassian is making AI work where it matters—seamlessly enhancing daily workflows to boost efficiency and ease.

Avani Prabhakar, Atlassian’s Chief People Officer, highlights that these AI innovations aren’t just about automation—they’re about enabling teams to work smarter. Designed to streamline service delivery, they help teams find answers faster and stay productive.

This is AI with real impact—especially in people-centric operations. From HR to IT service management, where human interactions meet technology, we’re seeing AI step up to simplify and enhance the way teams work.

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⁽ⁱ⁾ Atlassian