Atlassian adds machine learning to JIRA Service Desk 3

Atlassian's latest update to its fast-growing Service Desk software is aimed at ServiceNow and Zendesk.
Written by Larry Dignan, Contributor

Atlassian on Thursday rolled out an update to its JIRA Service Desk that adds machine learning, integrated customer satisfaction surveys and automation for resolving problems and incidents.

The enterprise software company's helpdesk software is among its fastest growing products. Atlassian, which went public in December, is looking to put the heat on ServiceNow as well as Zendesk. Atlassian is best known for its JIRA project management software.

Related: Atlassian launches JIRA version for business leaders beyond IT

According to the company JIRA Service Desk 3 reflects increased investment in the product. Here's a look at the key features.

Machine learning to better enable self-service. Atlassian added machine learning to add suggestions as a customer types a question or topic. The company also made its Confluence knowledge base free for customers. That move will enable more tryouts since some customers were interested in self service capabilities, but didn't want to spend the extra money.

A Smart Graph that is geared toward handling searches that don't line up easily with a company's knowledge base. The Smart Graph algorithm takes popular keywords and associates them with past requests. The algorithms learn over time. The general idea is to better scale answers as tickets balloon within an enterprise, said Atlassian.


Customer satisfaction surveys. Feedback will be incorporated into IT dashboards on service level agreements and customer satisfaction. These tools will be used by IT teams to make support course corrections.

Automation that will turn problems affecting multiple users into problem tickets. For instance, a series of network outage complaints can automatically be turned into a JIRA Software project.

Editorial standards