Atlassian continues to solidify its position as a leader in IT Service Management (ITSM), with Gartner recently naming Jira Service Management (JSM) a Leader in the 2023 Magic Quadrant.
At Team '25, Atlassian showcased how it’s not only expanding what service management means—but also reimagining how teams deliver great service experiences, internally and externally. AI, automation, and deeply integrated data are at the heart of this transformation.
Atlassian continues to evolve Jira Service Management (JSM) to meet the demands of modern service teams — and AI is playing a central role. A recent Forrester study showed significant productivity gains among JSM users, and Atlassian’s new features reflect that momentum.
Among the highlights is AI Sentiment Analysis, helping agents quickly spot and prioritize emotionally charged tickets. AI-powered assignment suggestions now connect requests with the most qualified experts based on past resolutions, while the new AI Insights dashboard tracks ROI with metrics like resolution rates, CSAT, and content gaps in virtual agent flows.
Source: Atlassian Team'25 Founder Keynote
Asset Management has also seen major growth. JSM now supports up to 10 million assets, with better import speeds, AQL performance, and visibility through Atlassian Home, Smart Links, and the App Switcher. Assets are more accessible and connected than ever.
JSM’s reach now extends to HR teams with the introduction of HR Service Management (HRSM). It includes 29 ready-to-use templates, AI-powered request creation, secure form access, and a Journey Builder for automating employee workflows. Native integrations with Workday, Okta, and DocuSign are on the horizon, and a dedicated HR dashboard gives insights into satisfaction and workload.
Source: Atlassian Team'25 Founder Keynote
All of this is underpinned by the Teamwork Graph, which gives support teams a real-time view of services, escalation paths, and relevant content—bridging gaps between support and development. And with Rovo AI now included for free in Premium and Enterprise tiers, JSM customers get powerful automation and self-service out of the box.
Recognizing that many teams already use JSM for external support, Atlassian is introducing a dedicated, purpose-built solution: Atlassian Customer Service Management (CSM).
This new app is designed to deliver legendary customer experiences and is already in use by 25% of JSM customers for support scenarios. CSM integrates Rovo’s AI-powered chat widget directly into websites, allowing customers to get help instantly. If a request is more complex, Rovo flags it for human support — gathering Loom videos, connecting to related incidents, and surfacing relevant runbooks and tickets for developers.
Source: Atlassian Team'25 Founder Keynote
The magic happens behind the scenes. Thanks to the Teamwork Graph, CSM seamlessly pulls in product roadmaps from Jira Product Discovery, auto-generates bugs, and keeps both the customer and internal teams aligned. It even closes the loop automatically once the issue is resolved.
Piloted internally at Atlassian with impressive results, the new CSM app is now entering beta, and users are encouraged to try it out and help shape its future.
As Atlassian sharpens its platform strategy, some changes are being made to streamline the product suite. One of the key announcements was the end of sale for standalone Opsgenie, effective in 2025.
Source: Atlassian
This is part of a broader move to consolidate incident management and alerting into Jira Service Management, where the best of Opsgenie’s capabilities now live. For customers currently using Opsgenie, Atlassian will offer migration guidance and support to ensure a smooth transition into JSM’s more integrated ecosystem.
With these announcements, Atlassian is reshaping what modern service management looks like—from internal HR workflows to high-velocity IT support, and now to external customer experiences. AI, automation, and platform integration are no longer future aspirations—they’re here, embedded in the day-to-day fabric of Atlassian tools.
Whether it’s with smarter routing, asset visibility, HR journey automation, or AI-enhanced customer support, Atlassian is making it easier for teams to deliver service at scale without losing the human touch.