Leveraging Machine Learning for Ticket Classification in Jira

[Sidneycrosby]

Hi Everyone,

We're interested in applying machine learning techniques to classify and route tickets automatically in Jira Service Management. Has anyone experimented with ML models for this purpose? How did you integrate them, and what were the outcomes?

Thanks for any help!

[Nikola Perisic]

Welcome @Sidneycrosby 

There isn't really a direct approach how you can implement a ML model into your Atlassian Forge applications. You can look at this article: https://www.atlassian.com/blog/developer/forge-ai-basics

Also don't forget the Atlassian Intelligence for JSM:https://support.atlassian.com/jira-service-management-cloud/docs/atlassian-intelligence-features-in-jira-service-management/

Currently those features are available in JSM, in regards to AI.