Jira Service Management

Connect Jira Service Management to automate issue handling with AI

Connect Jira to train your agent on your knowledge base and past issues — then automate responses, routing, and issue management.

What you can do

• Train your agent on your Jira knowledge base, canned replies, and past issues

• Automatically comment on issues or route them to the right team

• Search, create, assign, and label issues

Connecting Jira

API Key

Connect with your Jira subdomain, email, and API token.

1. Go to Integrations > Jira

2. Select Connect

3. Enter your Jira subdomain, email address, and API key

4. Click Connect

OAuth (Marketplace)

Install eesel AI from the Atlassian Marketplace.

1. Go to Integrations > Jira

2. Select Install from Marketplace

3. Follow the Atlassian Marketplace installation flow

Training your agent

Source	Description	Requires
Help Center	Jira knowledge base articles via web crawler	API Key or OAuth
Canned Replies	Pre-written response templates	API Key or OAuth
Past Issues	Resolved Jira issues	API Key or OAuth

Triggers

Trigger	Description	Best for
Any Customer Message	Fires on new or updated issues	Full automation
Agent Requests AI Help	Fires when @eesel is mentioned in comments	On-demand assist

Actions

Action	Description
Comment on Issue	Add a comment to a Jira issue
Search Issues	Search using JQL (Jira Query Language)
Create Issue	Create a new Jira issue
Assign Issue	Assign to a specific user
Label Issue	Add labels for categorization

Tips and best practices

Use JQL for smart searches. The Search Issues action supports JQL, so your agent can find related issues with precise queries.

Set up labeling for triage. Configure the Label action with your triage instructions to automatically categorize incoming issues.

Combine with Confluence. If your team uses Confluence for documentation, connect it as a knowledge source alongside Jira for comprehensive coverage.

Troubleshooting

API Key connection failing?

• Generate an API token from Atlassian account settings

• Use the email associated with your Atlassian account

• Enter just the subdomain (e.g., yourcompany not yourcompany.atlassian.net)