--- title: Jira Service Management canonical: https://telnyx.com/integrations/jira-service-management --- # Jira Service Management [Back to Integrations](https://telnyx.com/integrations) # 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 [Start building](https://telnyx.com/sign-up) CATEGORY Developer resources DEVELOPER LINKS [Telnyx Voice API fundamentals](https://developers.telnyx.com/docs/voice/programmable-voice/voice-api-fundamentals)[Atlassian API reference](https://developer.atlassian.com/cloud/jira/service-desk/rest/intro/#about) ### 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. Loading... One request. Tools attached. You pay the minute, not the connector. [Voice API](https://telnyx.com/products/voice-api)[SIP Trunking](https://telnyx.com/products/sip-trunks)[TeXML](https://telnyx.com/products/texml)[WebRTC](https://telnyx.com/products/webrtc)[Conversation Relay](https://telnyx.com/products/conversation-relay)[SMS API](https://telnyx.com/products/sms-api)[MMS API](https://telnyx.com/products/mms-api)[RCS](https://telnyx.com/products/rcs)[WhatsApp Business](https://telnyx.com/products/whatsapp-business-api)[Short code](https://telnyx.com/products/sms-short-code)[10DLC](https://telnyx.com/products/10dlc-registration)[Alphanumeric sender ID](https://telnyx.com/products/alphanumeric-sender-id)[Email API](https://telnyx.com/products/email-api)[Global numbers](https://telnyx.com/products/phone-numbers)[Toll-free numbers](https://telnyx.com/products/toll-free-numbers)[Number porting](https://telnyx.com/products/number-porting)[Fax API](https://telnyx.com/products/fax-api)[Microsoft Teams](https://telnyx.com/products/enterprise-integrations-ms-teams)[Zoom Phone](https://telnyx.com/products/enterprise-integrations-zoom-phone)[Voice AI Agents](https://telnyx.com/products/voice-ai-agents)[Text-to-Speech](https://telnyx.com/products/text-to-speech-api)[Speech-to-Text](https://telnyx.com/products/speech-to-text-api)[Voice Design](https://telnyx.com/products/voice-design-lab)[Agent Browser](https://telnyx.com/products/agent-browser)[Meeting Bot](https://telnyx.com/products/meeting-bot)[Web Search API](https://telnyx.com/products/web-search-api)[Deepfake Detection](https://telnyx.com/products/deepfake-detection)[Branded Calling](https://telnyx.com/products/branded-calling)[Verify API](https://telnyx.com/products/verify-api)[Number Lookup API](https://telnyx.com/products/number-lookup)[Number Reputation](https://telnyx.com/products/number-reputation)[Virtual Cross Connects](https://telnyx.com/products/programmable-networking)[Cloud VPN](https://telnyx.com/products/cloud-vpn)[Global IP](https://telnyx.com/products/global-ip)[IoT SIM Card](https://telnyx.com/products/iot-sim-card)[eSIM](https://telnyx.com/products/esim)[Private Wireless Gateways](https://telnyx.com/products/iot-vpn)[Mobile Voice](https://telnyx.com/products/mobile-voice)[Functions](https://telnyx.com/products/functions)[StatefulActor](https://telnyx.com/products/stateful-actors)[KV](https://telnyx.com/products/kv)[SQLDB](https://telnyx.com/products/sqldb)[Inference](https://telnyx.com/products/inference)[AgentSDK](https://telnyx.com/products/agentsdk)[Embeddings API](https://telnyx.com/products/embeddings-api)[Missions](https://telnyx.com/products/missions)[LiveKit on Telnyx](https://telnyx.com/products/livekit-on-telnyx)[Object Storage](https://telnyx.com/products/storage)[CloudFS](https://telnyx.com/products/cloudfs) 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. [Learn more](https://telnyx.com/products/voice-ai-agents) ### Inference Power intelligent ticket routing and prioritization decisions in real time. [Learn more](https://telnyx.com/products/inference) ### SIP Trunking Reliable call transport for your service desk phone lines. [Learn more](https://telnyx.com/products/sip-trunks) ### Speech-to-Text Transcribe caller issues accurately for ticket descriptions and audit trails. [Learn more](https://telnyx.com/products/speech-to-text-api) ### Text-to-Speech Read back ticket details and status updates in natural-sounding speech. [Learn more](https://telnyx.com/products/text-to-speech-api) ### Phone Numbers Dedicated support numbers for your IT service desk. [Learn more](https://telnyx.com/products/phone-numbers) ## Ready to build with Telnyx? [Start building](https://telnyx.com/sign-up)[Talk to sales](https://telnyx.com/contact-us) ## MORE INTEGRATIONS * ### Airtable Read and update structured records seamlessly through voice. [Learn more](https://telnyx.com/integrations/airtable) * ### Asana Create tasks and keep projects on track using voice. [Learn more](https://telnyx.com/integrations/asana) * ### Calendly Book meetings and manage availability through natural conversation. [Learn more](https://telnyx.com/integrations/calendly) * ### Confluence Find and surface internal knowledge instantly through voice. [Learn more](https://telnyx.com/integrations/confluence) * ### Figma Access design files and project context through voice. [Learn more](https://telnyx.com/integrations/figma) * ### Github Manage issues, pull requests, and code tasks hands-free through voice. [Learn more](https://telnyx.com/integrations/github) * ### Gong Bring conversation insights into every voice interaction. [Learn more](https://telnyx.com/integrations/gong) * ### Greenhouse Optimize recruiting with voice-driven updates, scheduling, and candidate workflows. [Learn more](https://telnyx.com/integrations/greenhouse) [Start building](https://telnyx.com/sign-up) CHOOSE BY USE CASE OR PRODUCT Use caseProducts * IT Service Desk IVREmployees call the IT line, agent routes and logs incidents * Incident EscalationAgent escalates critical incidents and sends SMS alerts * Service Appointment BookingCaller books a service appointment through the agent * Conversational Ticket ManagementCaller asks about a ticket, agent updates it in JSM * 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 * IT Service Desk IVREmployees call the IT line, agent routes and logs incidents * Incident EscalationAgent escalates critical incidents and sends SMS alerts * Service Appointment BookingCaller books a service appointment through the agent * Conversational Ticket ManagementCaller asks about a ticket, agent updates it in JSM SELECT USE CASE * IT Service Desk IVREmployees call the IT line, agent routes and logs incidents * Incident EscalationAgent escalates critical incidents and sends SMS alerts * Service Appointment BookingCaller books a service appointment through the agent * Conversational Ticket ManagementCaller asks about a ticket, agent updates it in JSM OR SELECT PRODUCT * CommsVoice API * CommsSIP Trunking * CommsTeXML * CommsWebRTC * CommsConversation Relay * CommsSMS API * CommsMMS API * CommsRCS * CommsWhatsApp Business * CommsShort code * Comms10DLC * CommsAlphanumeric sender ID * CommsEmail API * CommsGlobal numbers * CommsToll-free numbers * CommsNumber porting * CommsFax API * CommsMicrosoft Teams * CommsZoom Phone * AIVoice AI Agents * AIText-to-Speech * AISpeech-to-Text * AIVoice Design * AIAgent Browser * AIMeeting Bot * AIWeb Search API * IdentityDeepfake Detection * IdentityBranded Calling * IdentityVerify API * IdentityNumber Lookup API * IdentityNumber Reputation * NetworkVirtual Cross Connects * NetworkCloud VPN * NetworkGlobal IP * NetworkIoT SIM Card * NetworkeSIM * NetworkPrivate Wireless Gateways * NetworkMobile Voice * EdgeBuild * EdgeFunctions * EdgeStatefulActor * EdgeKV * EdgeSQLDB * EdgeInference * EdgeAgentSDK * EdgeEmbeddings API * EdgeMissions * EdgeLiveKit on Telnyx * EdgeObject Storage * EdgeCloudFS 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 ### Ask AI * [![GPT](https://d2efw2akbx8gaf.cloudfront.net/https://dotcom-payload-assets-prod.s3.us-east-1.amazonaws.com/cms-media/chatgpt_icon-ea55e09d.jpeg?width=92&format=webp)](https://chat.openai.com/?q=What makes Telnyx's global network different, breakdown call quality for normal phone calls and voice AI calls.) * [![Claude](https://d2efw2akbx8gaf.cloudfront.net/https://dotcom-payload-assets-prod.s3.us-east-1.amazonaws.com/cms-media/claude_icon-c7c8eef3.webp?width=92&format=webp)](https://claude.ai/new?q=What makes Telnyx's global network different, breakdown call quality for normal phone calls and voice AI calls.) * [![Perplexity](https://d2efw2akbx8gaf.cloudfront.net/https://dotcom-payload-assets-prod.s3.us-east-1.amazonaws.com/cms-media/perplexity_icon-cd5b74f1.webp?width=92&format=webp)](https://www.perplexity.ai/search?q=What makes Telnyx's global network different, breakdown call quality for normal phone calls and voice AI calls.) * [![Gemini](https://d2efw2akbx8gaf.cloudfront.net/https://dotcom-payload-assets-prod.s3.us-east-1.amazonaws.com/cms-media/gemini_icon-4ff1cbf4.webp?width=92&format=webp)](https://www.google.com/search?udm=50&aep=11&q=What makes Telnyx's global network different, breakdown call quality for normal phone calls and voice AI calls.) * [![Grok](https://d2efw2akbx8gaf.cloudfront.net/https://dotcom-payload-assets-prod.s3.us-east-1.amazonaws.com/cms-media/grok_icon-e588e5bd.webp?width=92&format=webp)](https://x.com/i/grok?text=What makes Telnyx's global network different, breakdown call quality for normal phone calls and voice AI calls.) Jira Service Management