💡 Bringing Multichannel ITSM (with AI) into Jira Service Management

[#1]

Hi everyone,

Antonio, from Deiser team here. This is my first time posting in this group. Today we're bringing some great news from our team. 😎

Let's bring some context first:

In many support teams, users don’t always go through the Jira Service Management portal to raise a request. Instead, they’ll message someone on WhatsApp, Microsoft Teams, Slack, Telegram, or just send an email. As a result, agents often need to manually gather the details, create a ticket, and sometimes lose traceability along the way.

This is a situation we have been spotting through the last months across the Spanish tech market. So, we decided to do something.

Today, we have launched a new service to make JSM smoother.

We’ve been working on a way to make this process easier and faster: connecting those channels directly to Jira Service Management. Now, any message sent through them can automatically become a ticket in Jira, with the key details already in place.

The interesting part is that we’ve added an AI layer that understands the user’s message, categorizes it, and fills in the relevant fields — reducing manual work, cutting down on errors, and making the process faster for both sides.

We thought it might be useful to share this with the community, in case anyone here has faced similar challenges or is exploring multichannel ITSM approaches. Happy to dive deeper into the AI part or the integration challenges with each channel if there’s interest.

I will leave a link in the comments, just in case you are interested. Also, we are wide open to discuss further questions!

[Antonio Rodríguez _Deiser_]

Check it out! (If you want :P) https://www.deiser.com/multichannel-itsm-with-ai

[Irini Lucy Sfirakis]

Congrats!! This is amazing