Something that has been on my mind lately is a bit of a contradiction I’ve occasionally noticed within the Atlassian ecosystem.
The ecosystem itself thrives on integrations, extensions, and building tools that help teams work more efficiently. The whole idea is enabling better workflows, smarter automation, and new ways of working on top of the platform.
But when people start using tools like Rovo to improve their daily work, the reaction isn’t always curiosity or support. Sometimes it feels more like subtle hesitation as if relying on a tool like that means you’re not really doing your job properly.
And that’s where the irony comes in.
Rovo is meant to help people find information faster, connect knowledge across tools like Jira and Confluence, and reduce the time spent searching through documentation or switching contexts. In theory, it supports exactly the kind of productivity and efficiency that the Atlassian ecosystem promotes.
Yet the perception can sometimes be that using an AI assistant is “taking shortcuts.” Instead of being seen as someone optimizing their workflow, it can feel like the assumption is that the work isn’t being done properly if AI is involved.
Of course, some caution makes sense. AI tools bring real questions about data governance, accuracy, and responsible use. Being thoughtful about how these tools are used is important.
Still, viewing the use of these tools negatively can feel like a cultural mismatch. In an ecosystem that celebrates building better tools and improving how teams work, using those tools effectively should be seen as a strength rather than a weakness.
Otherwise, it creates a strange contradiction: promoting smarter ways of working externally, while certain environments in the ecosystem may be hesitant about using the same tools internally.
Curious if others have experienced something similar. Have you ever felt like using tools like Rovo was seen as “not doing the work properly”? 🤔
I think this is at least bi-fold:
- on the one hand I always hear of ROVO creating some content. This is where I stop reading.
Ok, there might be folks out there who have the job to create things in confluence - that is not ours. In consulting we need answers to questions we might have answered to other customers dozens of times. But I see other tools are doing better in this - or it's still just faster to type it again than to clean up messy answers generated by a tool.
- on the other hand folks at Atlassian seems not really to do extended market research, I mean actually asking customers, watching customers in instead of relying on AI-answers and "management knowledge". If you think you know what customers are doing with your products: Let me tell you: you don't - be prepared for surprises! - When I was in product management we had focus groups, discussing over hours the value and mechanics of the product, helping us to deeply understand that is triggering users and what prevents them to use the service. Yes, this is time intensive and it costs a few bucks, but it was worth it.
I can't just get it that Atlassian is sitting on tons of knowledge treasure not utilising this to full extent to customers. The implicit knowledge of ROVO could be a massive churn preventer, if ROVO would be actually useable and beneficial for customers. Today I can't see that.
Maybe I get things wrong. We operate a 150+seats platform and pay plenty of license fees, but I do not get any personal support on that. We had a "customer success manager" before, but the only thing I can remember is recommending premium versions and upsales, so the success is just on his side. - Telling us to use the product to full extent - that would be the thing I would expect. Unformtunately, you can't make a short term business case out of this, so short term "do nothing" is financially the better option.
The stock price of Atlassian reflects that dilemma, that customer exploitation is stretched to the limit (e.g. licensing plugins to total user base instead of actual users), and the value generated is hardly in line with the price paid. The major risk for Atlassian is vibe-coding a transition tool to other platforms, to overcome the lock in effect. So in long term Atlassian has to engage into taking more care of its customers, at least the more valuable >10seats... ;-)
@Ralf Becker - That's a great insight into how things ought to be.
But I am curios to know what makes you think that Atlassian doesn't advocate or facilitate identifications of patterns in customer behavior. Could your Customer Success Manager example be a one-off thing? Did you try to talk to Atlassian about it? The best any customer support team must do is to create an environment where a customer doesn't need them, just like an ethical doctor really wishes that no one needs them. But yes, Rovo can potentially be used as a churn preventer. I was looking at a couple of Marketplace apps that help identify customer signals based on that knowledge treasure!
I am no one to support any side, but I do agree that there are some things that Atlassian should look into and perhaps fix like the license tiers vs. usage among others!
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