Atlassian Support AI chat
The Atlassian Support AI chat feature provides a way for Atlassian customers to quickly get assistance on Atlassian apps. Customers can still browse our documentation or reach out to our Support team via the contact app.
The chat is powered by Atlassian’s Customer Service Management app and references Atlassian support resources to respond to questions about apps. The feature operates independently of a customer’s licenses, in-app AI features, and customer settings (e.g., AI settings configured in Atlassian Administration). For clarity, the Atlassian Support AI chat is not considered an “AI Offering” under our Atlassian AI Terms.
The Atlassian Support AI chat uses the following sources to provide information that may help answer your apps question:
Atlassian-generated content and documentation about Atlassian Cloud and Data Center apps on support.atlassian.com, confluence.atlassian.com, developer.atlassian.com , and Atlassian Community .
Bugs and feature suggestions tracked on Atlassian’s public issue tracker
The Atlassian Support AI chat can take certain actions on your behalf, but only if you allow it. Only users who have permission to submit a Support ticket will be able to grant access to their in-app data. You can grant one-time access for the purpose of taking a specific action. The feature mirrors your privileges when accessing and taking action on in-app data and any customer or user personal data. You will confirm the action before it is executed and access will be revoked once the action is taken. Please see below for what type of actions the Atlassian Support AI chat can take:
Email notifications issues (e.g., fixing issues related to not receiving email notification about ticket updates)
The Atlassian Support AI chat has no access to and cannot answer questions about:
User content provided through our websites, such as comments on Atlassian Community
Atlassian will store conversations in your chat window for 28 days, which you can access from the chat history button. Conversations will be deleted from your chat window after this time. If your issue is not resolved through your conversation with the Atlassian Support AI chat and a ticket is opened with our Support team, Atlassian may store your conversation along with the subsequent Support ticket.
Atlassian may retain and review the conversations you have in the chat feature to improve our apps and support services.
Customer is responsible for its use of any output, including determining whether the output is appropriate for customer's use case. If you are unsure we encourage you to reach out to our Support team via the contact app.
If you reach out via the contact app, you can choose whether to interact with the Atlassian Support AI Chat within the contact app. If you do, you may see AI-generated suggestions for how to add more details to your description in order to help our Support team resolve your issue faster. The suggestions are based off the contact app description and associated product and entitlements (e.g., support level, product tier, number of licenses).