Jira Service Management

Overview

Connect your voice agent with Jira Service Management to automate service desk workflows during phone conversations. The integration allows agents to create service tickets, update requests, and track support cases in real time.

How it works

A Telnyx Voice AI agent can capture support requests during a conversation and interact with Jira Service Management through API tool calls. The agent can create service tickets, retrieve request details, or update incidents, helping support teams track and resolve issues more efficiently.

Capabilities

The Jira Service Management integration supports the following operations across core objects:

Requests

create_request

get_request

update_request

list_request

Incidents

create_incident

get_incident

update_incident

Users

get_user

list_user

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About Jira Service Management

Jira Service Management is Atlassian's AI-powered IT service management platform that unites development, IT operations, and business teams on a single tool. It combines ITIL best practices with agile workflows for incident response, change management, and request fulfillment, helping organizations deliver service at enterprise scale.

What moves between the agent and Jira Service Management

A Telnyx voice AI agent can create and manage service requests and incidents in Jira Service Management through API tool calls during a phone conversation. When a caller reports an issue, the agent captures the description and opens a service ticket or incident record with appropriate categorization and priority.

The agent can retrieve existing requests to provide callers with real-time status updates, search user records to verify identity, and update incidents by changing priority, adding comments, or reassigning to the right team. This means callers can triage, create, and track IT issues entirely through natural conversation without navigating a self-service portal.

For recurring service needs, the agent can list open requests for a user, confirm which ones are still active, and escalate stalled tickets - turning every inbound call into an actionable service desk interaction.

COMPOSITION

Pick the job. The primitives light up.

Four Jira Service Management assistants. Pick one and the blocks it runs on light up, and the create call attaches Jira Service Management in the same request, the meter prices it. Or click any single block: every primitive sells alone.

CHOOSE BY USE CASE OR PRODUCT

CommsSIP Trunking
CommsGlobal numbers
CommsToll-free numbers
AIVoice AI Agents
AIText-to-Speech
AISpeech-to-Text
AIVoice Design
EdgeInference

RESULTS

cURL

# it service desk ivr — create the agent# tools attach in the same requestcurl -X POST https://api.telnyx.com/v2/ai/assistants \  -H "Authorization: Bearer $TELNYX_API_KEY" \  -H "Content-Type: application/json" \  -d '{    "name": "jsm-service-desk-ivr",    "model": "meta-llama/Meta-Llama-3.1-8B-Instruct",    "instructions": "Answer the call on a toll-free number, ask the employee what IT issue they are experiencing, categorize the incident, and create a ticket in Jira Service Management.",    "integrations": [      { "integration_id": "jira-service-management" }    ]  }'# 8 primitives · 1 vendor · 1 bill# 1 tool · GET /v2/ai/integrations

IT Service Desk IVR

Primitives composed: 8 of 50
Tools attached: 1
Est. latency budget: ~460 ms
Est. unit cost (all-in): $0.05/min
Vendors required: 1

SELECT USE CASE

OR SELECT PRODUCT

RESULTS

cURL

# it service desk ivr — create the agent# tools attach in the same requestcurl -X POST https://api.telnyx.com/v2/ai/assistants \  -H "Authorization: Bearer $TELNYX_API_KEY" \  -H "Content-Type: application/json" \  -d '{    "name": "jsm-service-desk-ivr",    "model": "meta-llama/Meta-Llama-3.1-8B-Instruct",    "instructions": "Answer the call on a toll-free number, ask the employee what IT issue they are experiencing, categorize the incident, and create a ticket in Jira Service Management.",    "integrations": [      { "integration_id": "jira-service-management" }    ]  }'# 8 primitives · 1 vendor · 1 bill# 1 tool · GET /v2/ai/integrations

IT Service Desk IVR

Primitives composed: 8 of 50
Tools attached: 1
Est. latency budget: ~460 ms
Est. unit cost (all-in): $0.05/min
Vendors required: 1

RESULTS

cURL

# it service desk ivr — create the agent# tools attach in the same requestcurl -X POST https://api.telnyx.com/v2/ai/assistants \  -H "Authorization: Bearer $TELNYX_API_KEY" \  -H "Content-Type: application/json" \  -d '{    "name": "jsm-service-desk-ivr",    "model": "meta-llama/Meta-Llama-3.1-8B-Instruct",    "instructions": "Answer the call on a toll-free number, ask the employee what IT issue they are experiencing, categorize the incident, and create a ticket in Jira Service Management.",    "integrations": [      { "integration_id": "jira-service-management" }    ]  }'# 8 primitives · 1 vendor · 1 bill# 1 tool · GET /v2/ai/integrations

IT Service Desk IVR

Primitives composed: 8 of 50
Tools attached: 1
Est. latency budget: ~460 ms
Est. unit cost (all-in): $0.05/min
Vendors required: 1

One request. Tools attached. You pay the minute, not the connector.

THE TELNYX PLATFORM

Powered by the Telnyx platform

Every Telnyx integration runs on the same infrastructure: voice AI agents for conversation, inference for reasoning, SIP trunking for transport, STT and TTS for understanding and speech, and phone numbers for provisioning.

Voice AI Agents

Handle inbound service calls and create Jira tickets through natural conversation.

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Inference

Power intelligent ticket routing and prioritization decisions in real time.

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SIP Trunking

Reliable call transport for your service desk phone lines.

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Speech-to-Text

Transcribe caller issues accurately for ticket descriptions and audit trails.

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Text-to-Speech

Read back ticket details and status updates in natural-sounding speech.

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Phone Numbers

Dedicated support numbers for your IT service desk.

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Ready to build with Telnyx?

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Jira Service Management

Overview

How it works

Capabilities

About Jira Service Management

What moves between the agent and Jira Service Management

Powered by the Telnyx platform

Voice AI Agents

Inference

SIP Trunking

Speech-to-Text

Text-to-Speech

Phone Numbers

Ready to build with Telnyx?

MORE INTEGRATIONS

Airtable

Asana

Calendly

Confluence

Figma

Github

Gong

Greenhouse

Ask AI