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OpenCX works inside your Jira Service Management service desks. When someone raises a request through the portal or by email, the AI answers on that request, hands it to your team in Jira when it should, and resolves it when the problem is solved — your agents keep working in Jira, and every request is also a session in your OpenCX inbox.
Jira Service Management is in early access. Ask your OpenCX contact: the OpenCX team opens the integration and connects your site with you, and you sign in on Atlassian’s screen with the AI’s account. It works with Jira Service Management Cloud sites.

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What you get

The AI answers as a public comment on the request, posted by the Atlassian account you connect (a dedicated agent such as OpenCX AI works best). Jira notifies the requester exactly as it does for any agent reply, so people get answers in the portal and by email. Follow-up comments from the requester or anyone they share the request with reach the AI too.
With assist mode on, the AI writes its answer as an internal comment instead — only your agents see it. They review it in Jira and reply themselves. An optional footer marks these drafts.
Pick the service desks the AI works on, and optionally the request types it may take. Then choose how requests reach it:
  • Every new request on the selected desks — the AI is the first responder.
  • Only requests assigned to the AI account — your Jira automation or queue rules decide.
When the AI hands off, it adds an internal note with its summary and the requester’s sentiment, adds a handoff label (opencx-handed-off by default) your automation can route on, and then routes the request: back to the team’s queue, to a specific agent, or leaves routing to your automation. It can also move the request to a status you choose.
When the AI resolves a session, the request moves to your chosen resolve status (or the workflow’s first “done” status) with an internal resolution note. Closing or reopening the session from the OpenCX inbox moves the request too. When an agent resolves or reopens the request in Jira, the session closes or reopens to match.
Assign a request to a person in Jira and the AI stops answering it; assign it back to the AI account and the AI picks it up again. Link teammates to their Jira agents and, with Assignee sync on (the default), assigning a session in OpenCX assigns the request in Jira, and the other way round.
Choose custom select or text fields — category, asset tag, building — for the AI to fill when it hands off or resolves. It only fills fields that are still empty and only with one of a select list’s own choices. In assist mode it posts the values as an internal suggestion instead.

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In your OpenCX inbox

Each request is a session with the requester’s description and every comment, public and internal, including attachments. Internal comments appear as notes your teammates see — never the requester — and notes you add in the inbox, with their files, land on the request as internal comments. Search the inbox by request key (for example IT-42), and open the request in Jira from the session’s side panel.
Tags you add to a session appear as labels on the request. The AI labels every request it answers opencx plus opencx_autopilot or opencx_assist_mode, so you can filter in Jira by what the AI did.
When you select a service desk, its open requests are brought in as sessions with their history, without the AI replying to them.

Connect Jira Service Management

Approve OpenCX on your Atlassian site and choose desks, intake and handoff.

Troubleshooting

AI not replying, requests not resolving, fields left empty.