Is there any plan to enable Rovo / AI agents for JSM Cust Portal so customers can search analyze TCK

[Minas Vlachos]

Problem:
Customers who use Jira Service Management portals to raise support tickets have no native Atlassian AI-powered way to search, query, and analyze their own historical ticket data. The only option currently is to rely on third-party AI tools (e.g., Microsoft Copilot, ChatGPT) integrated with Jira Cloud to achieve this — which means Atlassian is effectively ceding this capability to competitors despite the data already residing in the platform.

Current state:

• Rovo is limited to internal (licensed) users only

• JSM Virtual Agent focuses on deflecting new requests via Knowledge Base articles, not on enabling customers to explore their own ticket history

• Customers can view/filter past tickets on the portal, but there is no AI-assisted search or analytics capability

Desired outcome:
Provide a Rovo-powered (or equivalent) AI agent accessible through the JSM Customer Portal that allows customers to:

• Search their own historical tickets using natural language

• Identify patterns, recurring issues, and trends across their ticket history

• Find past resolutions relevant to new issues they're experiencing

• Generate basic analytics/summaries of their support interactions

Business value:

• Keeps the AI experience within the Atlassian ecosystem rather than driving customers to third-party AI tools

• Leverages data that already exists in JSM — no additional data pipelines needed

• Improves customer self-service and satisfaction

• Reduces repeated escalations by surfacing past solutions

• Strengthens Atlassian's competitive position in the AI space

Use case example:
A managed services provider uses JSM (project: TCK) to handle customer support. Their customers want to analyze historical tickets to reference past solutions and identify recurring issues — but currently must integrate third-party AI tools to do so, despite all the data living natively in Atlassian.

[Marc -Devoteam-]

Hi @Minas Vlachos 

Welcome to the community.

I can see your idea and benefit on this, but I don't see any notice on this on the Atlassian side.

Side note on this, this could consume Rovo credits, outside your control, and possible even allow customers to use other AI tools to cal upon this and use the information from tickets in other tooling outside your control.

This could be a serious security impact on an audit within your comapny!

[Minas Vlachos]

Hi @Marc -Devoteam- ,

Thank you very much for taking the time to share your feedback and concerns. I truly appreciate your input and the perspective you brought to the discussion.

I had already considered some of the points you raised. Regarding Rovo credit consumption, my understanding is that the usage would be on the customer side, and customers would ultimately be responsible for managing their consumption appropriately. In addition, a native Atlassian agent could provide Atlassian with greater flexibility, governance, and control over operational costs.

From a security perspective, all JSM customers belong to specific groups, which allows access to be restricted only to the data relevant to their group. This helps ensure that customers cannot view tickets or information belonging to other customers. Since customers already have access to various third-party tools, I believe a native solution could actually provide better oversight and control.

In any case, thank you again for your valuable feedback. Discussions like these help strengthen ideas and ensure that important considerations are not overlooked.

I sincerely hope Atlassian continues to invest in and enhance JSM, as I believe there is significant potential to deliver even more value to customers.