FAQ

Data and security

Does customer data leave Atlassian?

No. The app runs on Atlassian Forge and declares no outbound network access whatsoever — not one address. See Where your data goes.

Which AI provider do you use? Do I need an API key?

Atlassian's own Forge LLM service, with models Atlassian hosts. You need no API key and no account with any AI vendor.

Is our data used to train a model?

No. We do not train models, and we hold no keys to third-party AI providers.

Where are the conversations stored, and for how long?

In the app's storage inside your own Atlassian site, until the conversation is deleted or the app is uninstalled. Uninstalling erases them — the app runs a preUninstall handler that sweeps its storage rather than leaving that to the platform.

Can the assistant show a customer something they should not see?

Knowledge base search runs with the signed-in customer's own permissions, on top of the space list you configured. It cannot return an article they could not open themselves.

What it can and cannot do

Does it work with team-managed projects?

It works with Jira Service Management projects that have a customer portal. The features it configures — request types, portal, knowledge base — are JSM features, not company-managed-only Jira features.

Does it replace my portal?

No. The portal stays exactly as it is. The assistant is an additional way in, for people who do not know which request type to pick.

Which languages does it handle?

It answers in the customer's language, and the Ticket & Knowledge Base language setting decides which language the ticket itself is written in. The admin interface ships in seven languages across nine locales: English (US and UK), Portuguese (Brazil and Portugal), Spanish, French, German, Italian and Japanese.

Can it update an existing request instead of creating a new one?

It works with the customer's requests and can act on them, but its main job is answering questions and creating the right request. Use your normal portal flow for long follow-up threads.

Can I stop it creating tickets in a specific request type?

Yes. Only the request types of enabled desks are available to it, and your instructions can tell it which ones to avoid and what to do instead.

Rollout and cost

Can I try it on one service desk only?

Yes, and you should. Enablement is per service desk. Nothing happens on desks you have not enabled.

What happens if I turn it off?

The chat disappears from the portal. Requests it already created stay in Jira, because they are ordinary Jira issues.

What happens when I uninstall?

The app erases what it holds: it empties the audit table, then sweeps its key-value store — conversations, configuration, branding, the API token and statistics — until a pass finds nothing left. Whatever remains is detached by Atlassian immediately and destroyed under its own retention policy. See Where your data goes. Issues the assistant created stay in Jira.

What happens if our licence lapses?

The assistant stops answering. Customers who open it get a calm note saying it is unavailable and that they can still raise the request the usual way — not an error, because the customer is not the person who can fix it. Conversations already held stay readable, feedback and attachments to existing requests keep working, and every admin screen stays open and editable. Nothing is deleted, and renewing brings it back with nothing to reconfigure.

Do customers need a licence?

No. Portal customers do not consume a Jira Service Management agent licence, and the app does not change that.

How do I prove it is working?

The Statistics tab. Look at conversations that ended without a ticket, and at how many requests were created with complete fields.