Discover why Atlassian customers win in the AI service era

[#1]

Hi Community! 👋

Welcome to Week 1 of Shatter the Service Quo: Break Stuff, Earn Badges! 🎉

Be honest – how much of your service workflow still looks like log it, route it, wait, report on it?

That playbook made sense when work moved slower and lived in one system. But now your team is fielding requests across Slack, Teams, email, and portals while managing code deploys, SaaS sprawl, and a backlog that never quits. The old queue-and-form model wasn't built for this.

We just published a white paper that digs into what AI-native service actually looks like in practice – not AI bolted onto legacy tools, but service rebuilt from the ground up around context, teamwork, and experience.

👉 Read the full paper, or if you want the TL;DR, we’ve shared what stood out to us below.

The challenge

We’d love to hear your perspective after reading! Comment below and you’ll unlock:

• 🏆 Service Disruptor badge

• 💰100 Kudos points

                                                             

Here are a few prompts to get you started:

• Where are you on the AI spectrum: still stuck in log-it-route-it-wait, or already experimenting with AI-native approaches?

• If you could fix one “broken” thing about your service experience with AI, what would it be?

🔥 The big shifts happening right now

1. From reactive queues → proactive resolution

The goal isn't faster ticket response – it's fewer tickets in the first place. When AI is grounded in a living map of your people, tools, work, and their relationships – not just a static CMDB – issues can be detected and resolved before someone has to file a request. That's what the Teamwork Graph gives Atlassian customers: the context AI needs to answer better, act smarter, and orchestrate across tools.

2. From siloed teams → human + AI teamwork

Great service isn't one team's job. It's Dev + IT + Business + Customer Support on one platform – and now, AI agents like Rovo Service joining as teammates that learn, act, and escalate with humans still in the loop. That's Human+AI Teamwork: not AI replacing you, but AI thinking with you. Think less "ticket hand-off" and more "collaborative resolution."

3. From ticket metrics → experience outcomes

The win isn't "we closed 500 tickets this week." It's fewer dead ends, fewer form fills, fewer transfers – and more journeys that feel intuitive and human for the people you're serving (whether that's employees or customers).

[Tomislav Tobijas]

We're definitelly exploring what's possible with AI, but I see it as 'long road ahead' until we actually implement something. I've heard some blockers that our colleagues have when it comes to going back and forth with our/their customers, and I could maybe see CSM as a potential solution 🤔 The goal is to try to build something next quarter and see if it can be helpful.

From my experience, people tend to prompt AI more than they would actually raise a ticket, so, apart from fewer tickets, it might be that users/customers get 'more help' from solutions like these. Well... at least that's what I think or hope for 😅