Jira Service Management empowers businesses to better support your customers its service desk platform. By connecting Monterey AI with Jira Service Management, you can go deeper, getting the insights your teams need to provide better service, support, and product.

Get Started

You can find the Jira Service Management integration on your integration settings page.

A user with access to both Monterey AI as well as Jira Service Management will need to authorize the connection. The user will need to be a member of any service desks you wish to ingest data from, and will need to have permissions to search for issues in those service desks.


Go to "Settings"


Click "Integrations" in the navigation menu


Click "Jira"


Click "Connect to Atlassian"


If necessary, log in to Atlassian using the appropriate account


Review and approve the permissions requested


Once confirmed, you will be returned to Monterey AI, where you can toggle on Service Management ingestion


After toggling on ingestion, select which service desks you would like to pull from

Data Collected

Once Monterey AI and Jira Service Management are connected successfully, data will be pulled from periodically. The first time Monterey AI loads data, it will look back 1 week. After that, it will ingest all new data up to your plan’s feedback volume limit.

Each request that is accessible will be ingested, such that the case and, if enabled, associated comments are analyzed and visible in Monterey AI.

The following data attributes are loaded from Jira Service Management and utilized in Monterey AI for analysis:

  • Cases
    • Metadata (ID, created time, updated time)
    • Summary
    • Description
    • Tags
    • Issue Key
    • Assignee
    • Status
  • Organizations (related to ingested cases)
    • Metadata (ID, created time, updated time)
    • Name
  • Users (related to ingested cases)
    • Metadata (ID, created time, updated time)
    • Name
    • Email
    • Account Type
    • Active
    • Time zone