How AI agents help reclaim your service desk for the work that matters

90,000 tickets auto-classified. Zero wait time.

Service desks across industries share a common challenge: a significant portion of incoming tickets are repetitive, low-complexity requests with known answers. These aren’t just operational inefficiencies; they represent a systemic drain on skilled human resources and a degraded experience for the employees seeking help. Custom Rovo agents in Jira Service Management change the equation. They take on repetitive tasks and intercept routine requests at the point of need – on the help center, the service portal, or in Slack – resolving them in seconds with intelligence grounded in your organization’s actual documentation.

In this paper we dive into the architecture behind these agents, a step-by- step guide to building and deploying them, and a real-world case study from

Atlassian’s own IT service desk that proves the math works at scale.

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